I bought a full set of Tumi there seven years ago and brought back one bag for repair about a month ago. I almost didn't leave the bag because they indicated that Tumi would probably not repair the bag out of warranty. Turns out they did, without cost, so I'm glad I didn't listen to the guy who checked my bag in at Rooten's.
After three and a half weeks I called to check and they said they had no information on the bag. Told me to expect 4-6 weeks, even though they earlier said 3-4. Then informed me they had no phone number, so they were unable to contact me. It was my understanding they would call for approval of repair if there was a cost, so I was not happy. Seems to me this is their responsibility. Employee who spoke to me on phone was rude and indifferent; indicated there was no problem or delay because of the lack of phone number.
Called on Monday and spoke to manager (owner?), who defended his employee and shouted at me. Anger management problem, for sure. When I insisted on an apology he said he didn't need my business and was going to get my luggage back from Tumi unrepaired and make me take it somewhere else. Later apologized but still unreasonable.
Long story short, another employee called me later in the day and the bag was back, fully repaired, and sitting on the shelf. No one bothered to call me even though my number is on the bag.
This store has enjoyed a good reputation for forty years, but it seems that currently there are some management and attitude problems.
There are lots of other luggage stores in the area with larger selection and much better service. I just bought some new luggage at the Tumi store at South Coast Plaza and they were wonderful.
My advice, take your business elsewhere if you want professionalism and integrity.