Tumi

I just have to take a moment to provide a review of the customer service that I received from from an Associate Manager, Karla Gardner of the South Coast Plaza TUMI retail store. Karla was patient in listening to my concerns regarding a transaction issue I had with a purchase I had made with
. With her assistance, I was able to reach a satisfactory resolution to my problem. She also spent the time to personally handle the monogramming of some of my previously purchased Tumi luggage pieces. I was so impressed with the customer service that she provided that I promised to come back to the South Coast Plaza store for all my future Tumi purchases. She is certainly a great example of what a company management/​sales representative should aspire to. A job well done!
Sincerely,
Ernie L.

Great briefcase, black leather, alpha 2 expandable organizer/​laptop brief. Hard to find nice leather briefcase that holds/​organizes everything without it being too bulky. I bought this for my son because he has to carry his laptop and school work around on campus. I felt so blessed to find this because this type of briefcase is so hard to find in black soft leather, laptop pocket, multiple organization, id lock/​protection, tumi tracer/​theft recovery, easy to carry on luggage back, since he flies back and forth from FL to CA on breaks. I literally checked every store at south coast plaza and this was the best one that had/​met everything he needed. There were other briefcases for $ 1,000 to $ 3,000 that were too thin to hold anything, one pocket for everything, more like a purse than a briefcase, unappealing, hard/​rough leather, no black leather just brown, none of the features of the tumi bag/​id/​theft/​protector/​slot in back for easy carry on luggage, no lap top pocket, no organization sections. I was so thankful to find this briefcase, and for less than $ 1,000! This briefcase’s quality, features, aesthetics are all a great value! The service at this south coast plaza store was good, not great. She was accommodating but obviously didn’t enjoy her job. Free monogramming. The girl did it in less than 10 min for me, which was very convenient for me since I live in Riverside. Also, it’s not so expensive that you have to worry about your son being a target, «a mugger’s piñata», as he so aptly and humorously stated.

Just visited the South Coast store. The service was not what I had expected. After buying several thousands worth of Tumi luggage over the last ten years, I would have hoped for a better service.
I was advised by Tumi customer service to bring a bag I bought from South Coast store for return/​exchange. Needed the next luggage size up. I disclosed with the customer service person that the luggage had been used two or three times. They recommended that as long as it is in good condition, the store should be able to accommodate.
The store staff responded negatively and acted as if I was not being truthful to them.
At this point, I will need to find a new bag store!
They were very rude at this store and has tainted Tumi’s reputation in my opinion.

TUMI messenger bag — after only about 20 times (20 days) of use, the strap got worn out so quickly. I took it back to the store to get the strap replaced, but they wouldn’t or couldn’t. The strap leaves particles on clothing. I wondered why my shirt was always dirty, and I just realized the dirt particles came from the strap. Obviously, the company did not test their product. I have a picture posted on Facebook.

Not surprising at all to see the other negative reviews about this place!!!
I’ve used Tumi suitcases for years and while they are quite pricey, I do have to say that I have always been very satisfied with the design, quality and ergonomic features. I have nothing negative to say about the products… but it’s more so the customer service I received at the Costa Mesa location. A couple months ago on my visit to the Tumi store at the Americana on Brand in Glendale, I was greeted by extremely friendly and service oriented associates. I had gone in to ask about what to do with my carry on that needed repair. One of the wheels were damaged and the wheels weren’t rolling properly. I assume it’s the friction that caused the damaged wheel at some point. Anyhow, they informed me that when my suitcase needs repair, Tumi offers loaners at free of charge until mine is repaired. Although I thought of getting a loaner from the Glendale store, I decided to hold it for a later time and get one from the Costa Mesa location.
Well, that certainly was a bad move on my behalf! The loaners I was shown at the Glendale location were much cleaner and nicer but the ones at Costa Mesa looked old and just worn out. Well, it was a free loaner so I wasn’t going to complain and just took whatever I was offered. The worst part comes a few weeks later when I returned to claim mine in exchange for the loaner. I walk into the store and I am not even given any type of greeting really… okay, that’s fine too… I let them know what it was that I needed and they take a really long time to find my carry on… I was getting a bit irritated at this point considering the store wasn’t even busy really and they had more than 3 associates working at the time.
They bring me my carry on and yes the wheel was replaced but I notice unfamiliar scratches on my lock that were not present at the time I originally gave them my carry on. I ask them in a very friendly manner if they had any idea as to where the scratches came from and I simply get a response saying that there’s no way it could have happened during the repair. Okay, the lock is only $ 20 and I wasn’t trying to be anal here. If they had just handled the situation in a more professional manner with a little apology, that would have been fine but they were just straight out RUDE! They made it seem like I was trying to get a free lock off of them or something but that certainly wasn’t the case!
I was very disappointed with my overall experience at this Tumi store and will never be returning! For those of you that need a loaner, please visit another Tumi store.

Tumi is an enigma. Pretty good products but way too costly. For an equivalent leather product from a non-​Tumi store is about the same price for a ballistic nylon product in this store. I have a few Tumi products and like them but always feel that I pay 5 times too much for them. This store is no different from other Tumi stores. Overpriced good products. Wait for a sale. Even then, you’re not getting a good value.

I bought two pieces of the «non destructible» hard sided luggage for my wedding and honeymoon. Prior to our wedding, I traveled from OC to Sacramento and one of the bags was totally dented, scratched and looked like I had it for years. I hauled all the luggage back to the South Coast Plaza store and was told they could not help me. I was told to pull out my warranty and contact Tumi directly. Gee, great, so happy I bothered to buy it from a store for personalized service.
I hauled it all back through the mall to my car. Today I pulled out the warranty and guess what it says?! That’s right, it says return it to the Tumi boutique. I called the store and they were not very apologetic, they just said «if you bring it in we will ship it back to Tumi for you, or you can do it yourself.» Oh, and it will take 3 – 4 weeks.
I don’t know about you, but if I buy a piece of «indestructible luggage» that they tossed a piece of on the ground and jumped on, guarantying it would not be airline damaged… shouldn’t’ t they just give me a new suitcase from the store? Especially when I spent over $ 1000 dollars on two pieces.
So unhappy.

I’ve used Tumi products for years. They are excellent quality, but you pay a premium for it. I stopped by the Tumi store in South Coast Plaza to buy another set (My wife has adopted my previous set). I worked with the salesperson to get a briefcase and carry on bag. I checked the prices on the tags ($ 599 and $ 99), and said that I would take them. When I got to the counter to pay, she told me there was a mistake on the briefcase tag, and it would be an extra $ 200. If you put a product on the shelf, and attach a price tag to it, you kind of have to honor that price. A manager got involved and it just seemed like everyone there was kind of clueless.
I got home, went online, and purchased the same products for about 10% less. I think I will do all of my future Tumi shopping online as well.

This review is based on the Customer Service and Repair Dept:
We purchased a Tumi Garment bag about 3 – 4 months ago at Macy’s Home which is also in SCP. The Zipper broke and we took it to Macy’s (they were not as helpful as I expected) and they referred us to the Tumi Boutique.
We walked in, Phong (hope I spelled it right) greeted us and we told him we were referred to have the zipper fixed and while we were here we wanted to get the Monogram done as well. He said it could be done right away and took it to the back. Literally within 5 minutes, it was all done. He gave us back the garment bag and that was it. I have to say Phong was very pleasant and efficient. I know that doing maintenance jobs can be not as fun as selling something, so I really appreciated the help.
Thank you Phong and the Tumi boutique. I’m happy we buy Tumi and that your customer service can back up the product as well!!! Next time I will buy from you guys for sure!!!

the standard and meaning of form following function. this stuff works and takes a beating. and if it gets messed up, they take it back and replaces it.
i bought 2 things from here, an iphone 4 case and an ipod case recently. the the ipod case was for the new ipod, which they started taking pre orders before the case actually shipped. they called when i was out of town, but they held one for me. when i came in, i showed them my iphone case which was getting worn… so they exchanged it for me.
old saying, you get what you pay for, you pay premium, so you get premium. and the service here matches their product.

Follow up on the backpack!
I returned the horrible quality bag online but not before I showed it to Nordstrom.
My boyfriend really liked the style (even after persuading him otherwise) and I was able to repurchase it at Nordstrom in Costa Mesa. However, since they didn’t have it in-​store they ordered it for me from another store and it was shipped directly to my home.
When I showed them the bag they were horrified at the quality and condition and reassured me that the bag I would receive would not be like this one that came directly from the Tumi factory. They also offered me free shipping.
When the bag came in everything was perfect. Thanks, Nordstrom… no thanks Tumi!
**Also, I went to Macy’s Home, Macy’s Men and Bloomingdale’s before Nordstrom, they didn’t carry this backpack style in their order catalog.

3.5 — 4 stars. My husband has been using Tumi briefcases, wallets, card cases, money clips, etc. for over ten years and he has never had any problems with his purchases. They are all in excellent condition and still look sharp. Tumi can be pricey but the quality is worth it.
The Tumi store at South Coast is small and It seems like it can be understaffed at times; however, when you consider how much time it take to pick out luggage, and the amount of one on one attention you may need from a sales associate, for such a small store, one on one attention may mean that you’re taking attention from one of only two associates working at the store, so I think that;s where service may be hit or miss. The associates are normally very nice. I love that they provide free monogram embossing (even if you buy your Tumi item from a department store or anywhere else) and the embossing takes just a few minutes.

I’ve shopped here several times and it has always been great. Carla, especially, is an excellent staff member and she has deep product knowledge and a fantastic sense of customer service.
I am writing this review about my latest visit to the store. I was greated by the assistant manager, Heidi, and she has no place working with customers. She doesn’t belong in the service industry. She is confrontational and infuriating.
Overall, the store is great. Avoid Heidi.

I’ve owned brand name leather wallets over the years and
noticed they often fail after a year. There are plenty of
cheap leather wallets (like the one I’m currently using) that
has given me years of service without falling apart.
If you are in the market for cheap but durable leather wallet,
get the Bison leather wallet from Bass Pro. I bought
them at Bass Pro in Las Vegas and even after years of use,
they are going strong. Only down side is that they only
offer it in yellowish leather which would get tarnished from
use and look ugly. I wish they offered them in dark brown or black.
However, for business dinner or going out on a date,
it’s good to have a nicer wallet. I’ve shopped at Coach,
Cole Hahn, and ended up buying the Tumi leather wallet today.
Couple of guys at my work carry Tumi bags to work.
They insist that Tumi is built tough so I thought I’d
take the risk and buy a Tumi product today.
It came with 2 year warranty. Wow, will see
how long they last, hopefully, I don’t have to use
the warranty. LOL

I love Tumi products. This store is excellent — great selection, I believe only second to the one in Manhattan. Not one of the Tumi products I own has ever failed me, nor do they seem to age at the speed of their competitors. Only reason this isn’t a five star is because the lack of a lifetime warranty (…they used to have one) — sure, the quality is excellent and you hardly ever hear about problems with anything they make. But, Briggs and Riley is out there with a lifetime warranty… so next time around, I may have to check them out.