The Tumi Store

Worst customer service. I called tonight at 8:30pm as I was on my way to the store to see if they had a laptop bag in stock. the woman could not figure out which bag I wanted by my description over the phone. I told her I would look the bag up online and call her right back. I called back THREE minutes later… No answer. I called ten more times between then and 9pm. Each time my call went to a voicemail that was «full» and couldn’t take messages. I arrived at the store just before 9pm to find the store closed and doors locked. The woman was counting the register and clearly closed up shop before 9pm. Obviously her time is more important than others. I would have purchased a $ 455 bag this evening but clearly their employees don’t care. Unbelievable.

I needed a new carryon. I went in and explained to Dustin what I needed. He showed me the bag he thought would be best for me. He explained how it worked and I made the purchase. In and out of the store in 15 mins. Awesome! Thank you, Dustin!

High quality products and high quality service to match. I needed a business laptop bag and the stuff in here is awesome. Ill definitely be back!

Very good store with quality goods and friendly staff.
I stopped in recently to get my messenger bag and toiletry kit monogrammed. I called the night before and spoke to Justin who told me that they would be glad to monogram my Tumi products free of charge and to come in when I got a chance.
The next day I stopped in and spoke to a gal who was more than happy to help me. She even showed me all of the color options and gave an opinion as to what would look good with my products. None of my products were purchased at this location so it was nice of them to treat me well and treat me as if I had purchased there before.
The actual monogramming took all but 3 minutes total and it looked great, giving my messenger bag an awesome custom look. I am very pleased with the staff at this location. Justin was great over the phone and the person I dealt with the next day was also nice and even engaged in conversation with me about my upcoming travel to the UK.
Tumi products are anything but cheap, but the level of service is unmatched and in my view that makes it worth every dime. The Scottsdale location treated me as if I spent my money there before and that makes me feel good about giving them my business in the future.

Went in search of a graduation present for myself (courtesy of a family member). Started at the department stores in the mall to no avail. Decided to check out Tumi. The sales person Joy was awesome. She showed me several leather and non leather backpacks. I took her card and kept shopping the rest of the day.
The next day I came back. She remembered me and was still so very helpful when I brought reinforcements (my wife) to make sure I was making the right choice, considering the expense. We bought a very nice backpack (professional) and had it monogrammed while we waited.
The overall experience made me wish I could afford more items from the store. I’ll be back and thanks Joy for the wonderful service!

I purchased a bag and after 1 month I was having some issues with the quality. One of the managers at the store (Denise) was SO HELPFUL in getting me a replacement bag. It’s worth paying a little more for luggage when the company stands behind their product. I will be back to purchase more luggage soon. Thanks Denise!

I was in seek of the perfect shoulder bag for work, so I went to the Scottsdale fashion square. After looking through several stores, I found a bag I liked at the Tumi store. It was a black leather shoulder bag with multiple inner compartments and an adjustable strap, but it was a bit more than i wanted to pay. I was most impressed by the lifetime warranty they offer in which they will repair the bag or replace it if it is due to «defect», and I decided I would use it for a long time, so I bought it.
I purchased the bag in July 2008 and by the end of August, the strap was raveling where it attached to the leather. I do use the bag every single day at work, but given that it was a $ 400 bag, I of course took it back to the store, never imagining that they wouldn’t repair it. The salesman (which was the same person boasting the superb warranty only 2 months earlier) now said, «Ooh, I don’t think we can fix that, but I will call „them“ and see what they will charge you». I of course became very angry and when a few customers replaced their bags back on the shelf and walked out, he acted like he was doing me a favor to mail it off to be «evaluated». I don’t recall my words exactly, but a week later I got a call saying the bag was repaired. Annoying! I will never buy anything there again, and I am usually very forgiving!