This location has PERMANENTLY closed despite the review dated Feb 2026. I parked and rolled my luggage to their former site, and it is boarded up. The telephone is disconnected. read more

Given that Tumi is branded as offering premium, quality luggage, one would expect excellent customer service to match. Tumi website claims to offer "world-class, after-sales customer service." My experience has been the absolute opposite of this. I was gifted a TTech backpack. Years passed before I started using it to commute to work. After several years of light use the shoulder straps started fraying. While it was still usable, I thought it better to address this earlier rather than later, as it'd only get worse. I took it to a store and was told I'd need to pay the cost of shipping to send it in as the pack was more than 5 years old. After sending the bag in, I received an email saying the bag couldn't be repaired. I was offered a $185 credit to get a replacement. I went to a store to see what their options were. All the bags that fit my laptop are priced $575-$675--on sale--for a nylon backpack. This means using my credit would require me to spend ~$400-500 for a replacement! My original backpack has a tasteful design, slim profile, and unique yet subdued color. Tumi's current pack designs have a chunky profile not suitable for those with an appreciation slim profiles. The Montana pack is the closest to something I'd use, yet it didn't make sense for me to spend ~$400 for a pack I didn't love--not to mention that it's not even leather. I contacted Tumi to have them return my original pack to me so I could use as-is. When I received my pack I was dismayed to see a repair had been attempted and grossly botched. Meaning the back was in worse condition than when I'd sent it in. See photo. I called Tumi customer service and waited ~40 min to speak to a live person. The first time I called in I had a similar wait time. (This makes one wonder if the long waits due to many frustrated customers). I explained the situation. After much back and forth, the rep said there was no record of a repair having been attempted on my pack. I responded that that didn't change the fact that a repair had been attempted and the pack was now unacceptable for me to use for work. I sent her a photo so she could see for herself. She repeated that there was no record of the bag being attempted to be repaired, and she'd offer me a $185 credit. I said I'd opted to forgo the credit before and to use the back w/ the fraying. But now the botched repair makes the pack unacceptable for professional use. Her so-called "solution" for me to spend $400 for a replacement was unacceptable. She continued to say the same thing she said before, that there was no record of the pack attempting to be repaired. I asked her if it is true that Tumi repairs will not be made if the bag has had a repair made at an out-of-network repair location. She said yes. I said that shows that I sent the back in without a repair being made, otherwise the bag would not have been accepted by Tumi in the first place. The fact that the repair Tumi attempted and botched wasn't recorded on my record had nothing to do with me--it indicated an internal Tumi problem that was not mine to address. Despite her acknowledging my bag wouldn't have been accepted by Tumi repair if one had already been attempted by an outside company, she again repeated the bag had no indication of a repair begin attempted by Tumi. SO FRUSTRATING!! Realizing she wasn't able to help me, I asked to speak to her supervisor. After being placed on hold for a lengthy time she said her supervisior would call me back in 24-48 hours. I responded I'd like to wait on the phone to avoid a repeat of the long wait to get thru to a live person if I wasn't able to take the call. The rep said this wasn't possible, as her supervisor had many other callbacks to make. (If my experience is typical, I understand why!). I left the call asking to be called back, asking for the reps name so I could write the company as well as write a public review here to let people know what they can expect from Tumi: spending a lot for a pack and receiving bottom-of-the-barrel customer service. Update after posting review: Tumi CS called me and I missed the call. I called back at the number left and got a vm saying "phones are temporarily closed...". :( Bottom line: Tumi used to offer replacement service on their products. They no longer do. Skip Tumi and go with a company that stands by their product. Note: this review does not pertain specifically to the Walnut Creek store, rather the company's horrid customer service. read more

Tumi Luggage - Photo showing the botched repair attempt made by Tumi. - Luggage Near Me - Walnut Creek, California

I've been a Tumi fan for about 20 years now. Here's why: Back in my road warrior days (travelling 5 - 6 days a week), I used to buy the "regular" brands of roll-aboard suitcases. They'd last maybe a year, with no warranty, and no option other than to buy a new bag. Then I noticed what some of my fellow warriors - and some flight crew members - were using. I asked why, and they showed me how sturdy the bags were. So I bought one, and they did indeed last longer and hold up better (no fraying, no sagging, no coming apart at the seams). Then I had my a-ha! moment with Tumi. After a few years, even Tumi wheels can start wearing down. So I called into corporate customer support with a request and they sent me a new wheel set - no questions asked. And at no cost. They seemed happy to help me. Weird, huh? Recently, I noticed the handle cover assembly (the plastic piece that the extendable handled collapses down into) was chipping off. This is 20 years after I bought the original bag. I emailed in this time, they sent me a shipping label and I sent my bag to their repair facility in Georgia. About two weeks later, my bag comes bag - repaired (and no bill) and they replaced the wheels again, without asking. The bag is essentially new at this point, because everything holds up like a rock star. That's customer service. I can't believe somebody still does that these days (apart from Zappos). I'm a customer for life. read more