I purchased a Tumi suitcase at Macys about 5 years ago. Only used it twice and was never pleased with the way it rolled but never thought too much of it. Went to use it recently and it would not roll at all. I called Tumi customer service and was quickly able to speak with a nice English speaking customer service representative who assured me that even if it was a few years old, Tumi would repair it. She offered a prepaid return label or that I could bring it into the store. I opted to bring it to the store because I hoped they might be able to fix on site. They were not, but the store was clean, employee was friendly, and my transaction was handled quickly. I received an email confirmation about my repair and have received multiple emails about where my suitcase is in the repair process. I am impressed I did not need to procure my receipt and that the repair is being done free of charge. More than anything, customer service is impressive...and the products are gorgeous too. I did end up buying a wallet when I went in for the repair.

If I could give 0 stars I would. This morning I purchased a beautiful Tumi briefcase for $595. Got home and there was no long strap in/with the bag. I immediately called the store. The person who answered - and who sold me the bag - couldn’t help me. Really? Said I would need to talk to the manager, who was unavailable. I asked if the strap was there at the store. She didn’t know. Again, really? She took my number and again said that the manager would call me. 30 minutes went by. 45. An hour. I called back to the store. The manager was still busy and unable to speak with me. I need the bag, with the strap, for a business trip I’m going on in a few hours. Sadly, as much as I love this bag, it is going back to the store. Worst customer service I’ve ever experienced.

Friendly staff

Great service, went thru every backpack and brief case, employee was super helpful showing off the cool features. I like the hidden barcode that can be scanned to get a lost bag back to owner. Backpack was nicely gift wrapped. Thank you!

Really Nice Stuff here! Great service as well

Had a great experience today and was taken care of after some issues with a purchase. Many thanks to the staff at the galleria Tumi.

Solid staff and great product. Watch for sales.