Tumi

★☆☆☆☆

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Don't spend your money here-premium $$ does not =premium product and/or customer service.

I spent $800 on a Tumi suitcase at the Bev Ctr & was told that it included a "lifetime guarantee" for everything. The salesperson told me any rips, tears, broken zippers, etc. would be covered. I used my suitcase for traveling & spent the past 3 years living abroad (not traveling too much). The seams of the suitcase were coming apart, the zipper broke (first trip) & the bottom base had cracked. When I returned to the US I called the Santa Monica store to see if they would accept it for repairs. They said yes & I brought it in July 2008. After spending $25 for freight (they don't mention this with the "free lifetime guarantee" - but fine it seems fair) the repair people told me that my repairs would be OVER $350!!! I told them what I was told about the "lifetime guarantee" and the repairs were for basic wear & tear that should not have occurred with an $800 bag. I told them to come back with a new estimate and they didn't. I was out of the country for 6 weeks & they shipped the bag back to the SM store. They didn't contact me or email me (they said they did but I didn't have any emails in my inbox or in my spam box). They wanted me to pay another shipping fee-which I refused and they agreed to ship it back at their cost. I called them a week later & asked for a revised estimate-they said they would but they never did. I have been calling them weekly, & started calling the SM store who are unhelpful. It is now January 2009 & it is still not resolved.

I do not recommend buying a Tumi suitcase-you pay a huge premium & the suitcase is not any better constructed than a cheaper suitcase. The quality of their suitcase is very poor and their customer service is beyond horrible. I can't understand why the basics of customer service are so difficult. I will never shop at Tumi again. They deserve 0 stars or better yet negative! Many other travelers I talk to agree.

0
★☆☆☆☆

Don't spend your money here-premium $$ does not =premium product and/or customer service.

I spent $800 on a Tumi suitcase at the Bev Ctr & was told that it included a "lifetime guarantee" for everything. The salesperson told me any rips, tears, broken zippers, etc. would be covered. I used my suitcase for traveling & spent the past 3 years living abroad (not traveling too much). The seams of the suitcase were coming apart, the zipper broke (first trip) & the bottom base had cracked. When I returned to the US I called the Santa Monica store to see if they would accept it for repairs. They said yes & I brought it in July 2008. After spending $25 for freight (they don't mention this with the "free lifetime guarantee" - but fine it seems fair) the repair people told me that my repairs would be OVER $350!!! I told them what I was told about the "lifetime guarantee" and the repairs were for basic wear & tear that should not have occurred with an $800 bag. I told them to come back with a new estimate and they didn't. I was out of the country for 6 weeks & they shipped the bag back to the SM store. They didn't contact me or email me (they said they did but I didn't have any emails in my inbox or in my spam box). They wanted me to pay another shipping fee-which I refused and they agreed to ship it back at their cost. I called them a week later & asked for a revised estimate-they said they would but they never did. I have been calling them weekly, & started calling the SM store who are unhelpful. It is now January 2009 & it is still not resolved.

I do not recommend buying a Tumi suitcase-you pay a huge premium & the suitcase is not any better constructed than a cheaper suitcase. The quality of their suitcase is very poor and their customer service is beyond horrible. I can't understand why the basics of customer service are so difficult. I will never shop at Tumi again. They deserve 0 stars or better yet negative! Many other travelers I talk to agree.

Pros: big suitcases

Cons: customer service, quality and huge pricetag

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I ordered 9 leather wallets to be embossed with initials from this store as holiday gifts for my clients. I did a small order to test the quality of the work, anticipating to order 60 more. When i picked up my ordered all of the initials were crooked on the wallet, totally destroying the look. Now they look cheap and I would be embarrassed to give these away as presents. I confronted the service manager and he refused to help me in anyway possible. He was insulted that I even dare question his work and refused anymore service from me. I would never recommend stepping a foot in that store unless you believe in the "Customer is Always Wrong" approach to shopping.

0
★☆☆☆☆

I ordered 9 leather wallets to be embossed with initials from this store as holiday gifts for my clients. I did a small order to test the quality of the work, anticipating to order 60 more. When i picked up my ordered all of the initials were crooked on the wallet, totally destroying the look. Now they look cheap and I would be embarrassed to give these away as presents. I confronted the service manager and he refused to help me in anyway possible. He was insulted that I even dare question his work and refused anymore service from me. I would never recommend stepping a foot in that store unless you believe in the "Customer is Always Wrong" approach to shopping.

Pros: none

Cons: rudest people in sant

 

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