Tumi was founded in 1975 in Southfield Plains, New Jersey by Charlie Clifford. The company introduced ballastic nylon suitcases to the luggage industry and their black on black design became one of the company’s trademarks.
In 2004, Tumi was acquired by private equity firm Doughty Hanson & Co.
In 2009, Jerome Griffith was appointed as CEO.
Besides suitcases, the company also manufactures briefcases, belts, pens and electronic equipment. In 2006, they began partnering with motorcycle company Ducati to produce a black and red series of bags.
The company went public in 2012.
There are currently 120 Tumi stores worldwide. Their products are also available in department stores, specialty stores and online.
TumiTumi was founded in 1975 in Southfield Plains, New Jersey by Charlie Clifford. The company introduced ballastic nylon suitcases to the luggage industry and their black on black design became one of the company’s trademarks.
In 2004, Tumi was acquired by private equity firm Doughty Hanson & Co.
In 2009, Jerome Griffith was appointed as CEO.
History
Besides suitcases, the company also manufactures briefcases, belts, pens and electronic equipment. In 2006, they began partnering with motorcycle company Ducati to produce a black and red series of bags.
The company went public in 2012.
There are currently 120 Tumi stores worldwide. Their products are also available in department stores, specialty stores and online.
SIR / MADAM :
MY FIRST TUMI PURCHASE WAS IN 1987 FOR A TRIP I TOOK AROUND THE WORLD ON MY OWN. YOU MADE ME A BELIEVER FROM MY FIRST STEP. THE LEATHER BAG I BOUGHT SEEMED TO ACCOMMODATE MORE THAN ONE COULD POSSIBLY IMAGINE. AS THOSE WERE THE DAYS BEFORE WHEELS, THE WEIGHT WAS ALL ON MY SHOULDER. IT WAS A PURCHASE I WAS PROUD OF AND SHARED THAT WITH MY FELLOW TRAVELLERS.
RECENTLY, I WAS NOTIFIED BY UNITED AIRLINES THAT MY MILES WERE DUE TO BE LOST. AS I WAS INVOLVED WITH A “MISSION” IN BELIZE WITH NO INTERNET, I RETURNED HOME TO FIND A TUMI (MILES) PROMOTION. I IMMEDIATELY WENT TO THE SITE TO ORDER THE ALPHA BRAVO LONDON ROLL TOP BACKPACK AND THE ALPHA MONEY CLIP CARD CASE WITH ID LOCK. THAT WOULD HAVE USED ALL MY MILES WITH THE EXCEPTION OF ABOUT A 1,000. THEY REJECTED MY OFFER SAYING THAT THE PROMOTION OF THE BACK PACK DISCOUNT EXPIRED 6 HOURS BEFORE MY REQUEST ! I CALLED AND WROTE VARIOUS AGENCIES OF MILEAGE PLUS AND CUSTOMER SERVICE LOOKING FOR THE ABILITY TO MAKE MY PURCHASE HAPPEN. EVERYONE SAID IT WAS “OUT OF THEIR HANDS”. I HAD ADVISED THEM THAT TUMI WAS AN ORGANIZATION THAT ACTS VERY DIFFERENTLY FROM YOUR LACK OF
EMPATHY IN RESOLVING THIS SITUATION. THEIR RESPONSE …… SORRY !
ANYWAY, IS THERE SOMEONE AT TUMI I CAN SPEAK WITH TO SEE IF THEY WILL HONOR MY REQUEST FOR
THE USE OF MY MILES ? THE BACKPACK WILL BE A MOST POSITIVE ADDITION TO MY TRAVEL NEEDS …… ESPECIALLY CARRYING THE TUMI BRAND NAME. NOTE : I HAVE SEEN THE WORD “TUMI” USED OFTEN IN MY TRAVELS TO CENTRAL AMERICA; ESPECIALLY IN PERU AND ECUADOR.
BY THE WAY, COINCIDENTALLY, I GAVE MY EXPEDIA MILES (ABOUT TO EXPIRE) TO ST. JUDES. I DO NOT KNOW IF UNITED SUPPORTS DONATIONS OF MY EXTRA MILES TO THEM AS WELL. IF THEY EVENTUALLY ACCEPT MY PURCHASE WITH MILES FOR MY TUMI PRODUCTS, I WILL DO SO TO ST. JUDES AS WELL; A VERY HONORABLE ORGANIZATION.
LOOKING FORWARD TO YOUR RESPONSE … AND YOUR
CONSIDERATION. TO YOUR CONTINUED SUCCESS !
SINCERELY,
BILL
mileageplusawards.com/tumi-sale?utm_medium=email&utm_campaign=190417_MPPR_18962_Merch_April17_C000018962&utm_source=Redemption_Non-Air&utm_content=_ET02$&icid=RlI5ODc0MzY=&launch_date=20190429&S_HASH=
I’m complaining about Tumi’s lousy customer service
To whom it may concern:
Where is your lifetime warranty promise????
I am very upset that my handle on my bag can not be replaced because as they said my bag is over 10 years old. Let me begin by telling you that we must have in our home 16 Tumi bags, one of the reason we purchased Tumi was to have not only good solid bags in our family but to also
have a company that sold us on warranty and repairs and stood behing their products. I understand that my warranty period is over and I must pay, and I dont have a problem with that, but now they are telling me that it cant be repaired either because the handle was discontinued. But nonetheless in shopping around because I love my carry on and all it needs is a handle replacement I called other places and everyone told me yes that they could replace it, I also heard that Tumi doesnt want to repair older bags so they make you buy a new one.
I am so upset that a company as large and prestigious as Tumi has taken on this position as well.
Then I spoke to your supervisor in repais and they were not very nice or helpful, I am very upset as your handling n this matter…..for this I will write in yelp about my dissatisfaction and about how worthless my investment in Tumi has been.
I’ve purchased my Tumi travel set (a carry-on and a computer bag) in the late 1990’s. The reason I purchased them was the lifetime repair/replacement warranty that the Tumi sales person stressed strongly. I’ve used this back for several years, and all was well, until some material fatigues started to show on the computer bag – fraying of the Kevlar material around the zipper regions and the shoulder strap deteriorating – crumbling. I took the bag to the Tumi dealer who arranged for my back to be repaired and the strap replaced – at no cost to me. The Tumi agent stressed that there is no problem, since Tumi stands behind their product for as long as I own the product (there is a lifetime record in form of the bar code on each product). Great – I was a happy customer! I continued to use my bags and early this month (June 2014) I again went to the Tumi store and submitted both bags for repair of items that were wearing out. But….. This time the Tumi sales person/agent advised that she cannot replace the shoulder strap (as it was done prior) but she could sale me one… Wow! What a difference – what changed with Tumi? I asked her to submit my bags for repair, which she did, but this time charged me for shipping. Surprise to me, but I paid it. Again, what a difference! Later on, I got a letter from Tumi repair center in Georgia, advising that I must pay over $400 for the repair on both bags. This time that was a SHOCK! Hence, I called Tumi (very difficult to get anyone with any level of customer satisfaction in mind) and by being persistent (after several calls) I got hold of a person who identified herself as a Tumi customer service agent (manager). She promised to investigate my issue and call me back. At this point, I am awaiting her call. However, I’d like the appropriate executive(s) at Tumi HQ to understand how a dedicated customer was treaded few years back as compared to now. What has changed at Tumi (other than the ownership)? I refuse to believe that Tumi would no longer honor their famous lifetime product warranty and/or that they no longer care for the quality of their product and customer satisfaction. I’d appreciate an investigation and resolution of this issue a communication back to me via the email I posted above.
I purchased a Tumi travel bag at your Houston Galleria store on Septemebr 29. The bag is defective, and falls over when full. I returned the bag this afternoon at 2:30 and was told the manager was the only one who could help but was out for about an hour or so. Being short on time, I left the bag with the store, and asked if the manager could call me when he returned. I did not receive a call back by 4:30 so I called the store and was told the manager was not in, but he left a message to tell me there were no returns and if I wanted it repaired it would cost me $25.
Including tax, I paid $644, and expect something better than that. No phone call, and no help for something I bought 30 days ago and used one time, and it does not work. I have bought Tumi luggage for years, and have not had this issue until now. I always like the high quality, and was willing to pay the premium price, up until now.
I asked the store employee who gave me the bad news to have the manager call me. I ask for your advice before I stop payment on AMEX card. I want the bag, but insist it work properly, and not cost me $25 to get it fixed.
I await your response.
Robert J. Signorelli
X Huntington Park Circle
Houston, Texas 77024
Mobile 713-202-XXXXX
Hello
I have enjoyed Tumi products for several years now, but am on the verge of never buying again from your establishment. I had a broken zipper on my bag from Tumi and took it to the store in Mayfair for repairs. They were unable to repair it and sent me a credit note matching the price of the bag to replace it. I was thrilled, and thought how wonderful the customer service was at Tumi.
I then returned to the Mayfair branch to receive my new purchase. There were two new shop assistants at the branch, and as I looked around the shop I was accosted by one of them ( a male member of staff), who proceeded to question me quite aggressively about what sort of product I would want. I immediately picked up on his message, which was, you should leave as you are not the kind of clientele we like here. I hope this was as much to do with me having a credit note, as it may have been to do with being an ethnic minority. Either way, I decided to deal with it with dignity, and asked him to assist me in showing me bags within the amount I had the credit for. He reluctantly showed me two or three bags, and then, to my utter shock and disbelief…..suggested that I find another branch elsewhere as it was unlikely that this branch of Tumi would have a suitable product for me. This was not a helpful comment, this was yet again a clear message that my business was not welcome here.
I was upset and distressed for receiving this treatment in central London, and am now anxious about getting my new purchase from another branch with my credit note. It has sadly tainted my experience of the product, and I will certainly not step foot in that branch of Tumi again. I hope that no other paying customers have had this appalling treatment.
My husband and I are devoted customers and have spent thousands of dollars on your wonderful products. On Sunday, April 21, 2013, I walked in the Tumi store on Madison on 52nd Street in New York at 4:00 pm determined to purchase a handbag and Jen, the sales representatives assisted me. While I was trying to conclude my transaction, her manager kept interrupting her to help her fix a computer problem. When I asked her manager her name, Jen’s manager, Michelle Johnson, rudely questioned me by stating, “Why do you need to know?” Michelle eventually responded. I have never known a manager at a retail store to be offended by my politely asking her name. I have met junior sales associates behave in a more professional manner than Michelle. Since I was determined to purchase this wonderful product, I overlooked Michelle’s comment. However, I will look to purchase my products at another store even though this store is more convenient for me than Grand Central. I have never before encountered sales managers nor associates to be unprofessional. Anyway, Jen was pleasant, and she did try to continue to push additional products for me to purchase. I am not sure if Jen’s eagerness to sell and not listen to the client’s essential needs is encouraged by her management. Anyway, my complaint is about the store manager and her behavior. I want to thank you for reading my complaint. Regards, Beverly