Super friendly staff. Knowledgeable and courteous. They don't have the one my husband wanted but they showed him a lot of options and offered to ship the one he chose. The quality of the Tumi backpacks is great! They last for years and still look the same as the day you bought it. The different sizes and materials means you will find exactly the piece that fits your life Each piece is an investment and will serve you will long term. read more

Tumi - Luggage Near Me - Los Angeles, California

This is for the embroidery service only. The associate was very friendly. I was in and out within 5 minutes. It was on a Saturday morning. Parked in the structure free for the first hour. Went up the escalator and the store was right there. They had a good selection of bags. The store was clean and tidy. TUMI is a premium brand. It's expensive but they last long time and the service here was great. read more

Tumi - Luggage Near Me - Los Angeles, California

This store smells soooo good. Wanted to see a few things we had our eye on in person. They were well stocked, and the sales associate was nice & knowledgable. Cute backpacks and luggage! read more

I recently purchased Tumi luggage online and was excited about my purchase. However, my experience with their customer service has been extremely disappointing. I needed to exchange the luggage for a smaller size and went to the store, only to be told that I couldn't return it. This was particularly frustrating since the luggage was brand new and never used. Attempting to resolve the issue, I contacted Tumi's customer service via email, but I have yet to receive a response. The lack of communication and inflexibility regarding returns has been very frustrating and not what I expected from a brand of Tumi's reputation. Overall, while the luggage itself may be high quality and worth the price, however, the customer service experience has left me very dissatisfied. I hope Tumi can improve its customer service and return policies in the future. ***UPDATE: was able to finally get a hold of someone at TUMI, they emailed me a postage label. 13 days after the return, I did not see a refund posted on my credit card. I emailed them and they immediately refunded me. I hate to say this, but Tumi just lost a good customer... read more

Tumi - Luggage Near Me - Los Angeles, California

Amazing experience! Came in with a graduation gift to be engraved. Beatrice was amazing. Walked me through all of the different colors and options for the engraving. Will absolutely be back next time I need anything and will be asking for Beatrice! read more

Tumi - Engraving beautiful! - Luggage Near Me - Los Angeles, California

Very helpful and kind ladies who went above and beyond to accommodate my problematic situation. Also love the product! Only giving four stars because corporate messed up. But the store itself was great as were all the staff! Mary is wonderful btw! Thanks! read more

Huge fan of TUMI, and really appreciate this store. Store has nice selection, including special collections like the McLaren collab. Clean, well-staffed, and lots of fun stuff. Have bought so many TUMI items, and am so grateful to the Century City team. Thanks!!! read more

What a horrendous experience! I stopped into the store just after it opened today to get my Christmas present personalized. As soon as I came in the woman with brown hair and glasses seemed to be immediately annoyed I walked in. When I told her what I was there to do, she begrudgingly showed me the options available. Then, after putting it on my bag and said she was done, I pointed out that it wasn't on correctly in the metal spacing. She curtly says "well, I couldn't get to it properly because there's stuff in your bag and didn't want to go through your things." So I responded with, "you could simply ask me to take it them out so you could get to it." Which I then proceed to do so she could fix it. (Literally a phone charging cable and an Apple laptop charging cable and block... not tons of things.) After she half-ass "fixed" it, I asked about the personalization for the tag. She told me "only if we have a template for it, otherwise if I don't get it straight on there we can't replace the tag." Then just walked away. Ummm... ok? Never did find out if they had the template there or not because she immediately went to help another customer. As I started putting the handful of belongings back in my bag, she proceeded to be rude to the other customer. That person was asking for a specific bag she was showing her on her phone, and her response was "they're all packed up in the back to go to the outlet mall." As the lady stood there confused with her phone, the clerk said "I mean, I can go back there and see if I can get one?" So, it wasn't just something about me as a customer that made her terrible, seems like it's just customers in general. Don't know how Tumi stands for this type of service from one of its stores. Back to the Santa Monica location for me! read more

Stopped by the store today to get a suitcase with a broken carry handle fixed. The sales team was friendly and helpful when I called in, and helped me understand my options clearly. It's a 20 minute drive to the store, so I didn't want to go in if we couldn't get the problem solved. Brought in the luggage and the staff was terrific. They helped me pull off the old handle, went through their collection of replacements, and fund the right one for my bag. It was installed and the bag was good to go within 15 minutes. Really appreciate the excellent experience. I will be back when it's time for my next piece of Tumi luggage. read more

Worst service ever at a Tumi store. You would think for what they charge, they could get competent help.

Tumi is an outstanding product. As a heavy business traveler there is no substitute. Excellent quality and design! When you are selling pretty expensive products you expect the personal service to match- the Century city store easily surpassed that and has for the last decade. Stacey is a wonderful, professional and a stellar representative of Tumi. read more

I spent hundreds of dollars on a reversible down jacket for my mother (it zips into a pillow rest for flights). After one wearing the zipper broke. I took it back to the store to repair it, and all I got was a letter stating "we are unable to repair your product.". Have used Tumi many times in the past, will never use again. read more

Old guy in the store had really bad attitude and not willing to help. With all the reviews in the comment, they should change staff

All I need is TUMI in my life. Love always pleased with the service received. Just purchased the leather cleaner and works a treat my backpack looks like new. read more

Horrible staff. Even after asking for help, they totally ignored you. They should really change the staff here, period.

The staff at this location is exceptionally rude. I ended up walking out not buying the two items I had wanted to get. The merchandise is nice and good quality. However, if you don't have staff to make the experience good it doesn't matter how good your bags and luggage are because I have other options where staff look forward to helping you. read more

Located in the Westfield Century City mall, this is a very convenient location for our shopping needs, whether we are buying things for ourselves, looking for presents, or just browsing. I have to really complement the staff here because they are all so friendly, and able to help us out with any questions that we may have. I received a present from Tumi over the holidays, and it included a free monogram label to put on my toiletry bag. I came in one day, but didn't know I had to have the bag with me for them to place the label onto it, since a part of the original bag had to be removed first to make room for it. I thought I could tackle the situation myself when I got home, but I wasn't able to. Thankfully, I was able to bring my bag in, and they helpfully assisted me with the situation, so everything is okay now! I was initially worried about having to bring it back in because I thought nothing could be done about it, but they kindly told me that it wouldn't be a problem, and I was very pleased with their service and help overall. I'll definitely be coming back here in the future if I need to buy anything on my own for possible trips or vacations! read more

These other reviewers do not get it. This store rules. You have to ask the right questions and do your research ahead of time. Quality personnel. read more

Completely agree on the rude staff! I walked out of the store today and refuse to go back. Went in ready to make a $1000+ purchase, but refuse to give the woman who "helped" me any business. Wish I knew her name. From the minute I walked in, she treated me like I was a complete bother to her. It's a shame someone like that is in the customer service business. Tumi, check your staff and fire people like that. Many other good ones in the world willing to hustle and please to earn a living. read more

This shop is awesome and Austin truly delivers the Tumi service , I cal here for a little problem with my favorite Backpack the Alpha 2 office briefcase, and he came up with a solution immediately He made me feel special , and had great advices I bought two new products , I will keep buying Tumi it is worth it ! Design quality and premium service Thanks Tumi , thanks Austin you are a great Tumi ambassador Xavier read more

What a terrible experience at Tumi Store today in Century City! There was NO customer service. The woman was pre occupied with paper work and when she looked up to see who had walked in the store she did not greet us or ask if she could be of assistance. The receipt says Sondra. Do not work with Sondra, it's like hitting a brick wall. No customer service at all. And when asked to speak to the manager, she said she was the manager on duty! read more

After fantastic experiences with Brandon, I had one of my worst shopping experiences with a rude, unwelcoming, snide remarking woman named Andrea. She did not even acknowledge us when we entered the store. It took me a while to figure out who was the customer and who was working there given how unwelcoming and cold she was. After a few minutes, she finally said I'd be right with you. She added she is the only one at the store! Well, more reason to acknowledge the customer!!!! Fine! I am sure she realized I had a return which was in its original packaging, completely untouched. So maybe she was helping a customer with a repair vs. someone who was returning something. I explained that my daughter thought the carry-on was too small albeit expandable. I expected her to ask a few questions and maybe offer another solution. NOPE! She just asked for my address and since my last purchased Tumis were all made at NYC Bloomies I was not on their system. She seemed annoyed when I asked to see and compare my original receipt with the return receipt before signing the return paper. She kept saying I'm going to give it back to you just sign!! I asked here a couple of questions about two new jewelry boxes that were quite gorgeous, she answered nicely. I remarked that my daughter would love one of the boxes but she might lose her jewelry and the box as well. I was mostly talking with my friend who was keeping me company. As we were leaving the store, Andrea said, it seems like you have a problematic daughter! OMG! I couldn't believe how rude she was. This rating reflects her overall level of customer service: rude, unwelcoming and obnoxious. read more

This is the best TUMI store, nationwide. Their customer service is superlative and sure, they're expensive but this is a case where you certainly GET what you PAY for. Like my dad used to say, if it's within your reach, always get THE BEST. Stacey and her team run a tight ship with the warmest vibe. read more

Bought Tumi suitcase thinking it is a high end quality product, zippers came off, the frame cracked and when I tried to get it repaired, they charged me a fee to send it in and frame was still cracked upon return, just zippers were fixed. What kind of guarantee and warranty is this??? For such a so called high end product!!! I was shocked! I paid almost 1K for this bag. read more

I bought a cute backpack at LAX on 8-19 for myself for my bday - it was just over $500. Was told you have 30 days to "decide if you like it" and that I could return it as long as it's not monogrammed. Within 3 days I realized things fell out of the small outside pocket easily and one zipper pull fell off as well. I went to the Beverly center store to figure out my options. I wasn't sure what I wanted to do but thought returning would be one option. They said I could get it repaired (4-6 weeks) or exchange it for the same one. Return was not an option. They said I could my be also get credit on a different bag. I shared that wasn't what I was told at LAX. I was directed to the return policy on the receipt. I don't make it a practice to read that at point of purchase. However If the lax sales folks said... "You have 30 days to return it in new condition." That would be fair. Saying 30 days to decide seemed like use it and see if you like it. Since the tumi brand is strong, I thought that was part of their commitment to excellence. In the end, after a bit of tense exchange - the store manager approved the return - outside their policy. So, it just cost me 2 mins of disappointed frustration. The three stars is because I left the situation whole. read more

After 20 years buying Tumi bags I am done. The company that distinguished itself with customer service now offers the single worst level of customer service I have experienced with any legitimate-- let alone high-end--brand. Do any of you recall the "lifetime" warranty? Tumi still claims to have something like an unlimited 5 year warranty and limited lifetime warranty. As it turns out, there is NO "limit" to Tumi's ability to refuse to repair or replace anything. Do you think stitching and seams should fall apart like they might on a reusable grocery sack? What about if a extendable handle breaks in half? THOSE SURE AREN'T MANUFACTURER'S DEFECTS. Nope! Apparently, this is what you can expect from Tumi. I was lured into paying a Tumi boutique $25 to send the bag back under warranty. Next thing you know, I discover Tumi can't and won't repair it but will "generously" offer $65 off the full retail price on another $1,000 plus crap bag I now know Tumi will never stand behind. #TUMI #PerfectingTheJourney up my a$$. read more