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Tumi - Santa Monica, CA - Reviews page 1 - Judysbook

Tumi

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183 Santa Monica Pl
Santa Monica, CA 90401
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(310) 899-9446
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Luggage

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Retail Shopping

Reviews

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Best

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Worst

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...

Customer service so poor they should be embarrassed 1/1/2009

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 more

Worst Customer Service Ever! 12/14/2005

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 more
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Editorial

  • The Scene
    Travelers keen on streamlined, logo-less luggage with a metropolitan flair shop here for bags in all shapes and sizes. Staffers are friendly and eager to help you decipher all the straps, zippers and compartments of the rugged-yet-chic wares.

    The Goods
    Founded in 1975 by ex-Peace Corps volunteer Charlie Clifford and named after a Peruvian god, Tumi began as an importer of leather duffle bags. It's since evolved into a premier brand of luggage and business cases. The bags, usually in ballistic nylon with subtle color combos, are sturdy, innovative and stylish. Customers flip for the signature garment bag, tough laptop sleeves and sleeker-than-usual fanny packs.

  • 6/19/2008 Provided by Citysearch

Additional information

  • Neighborhoods:

    West LA, Downtown

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