TUMI Store - Copley Place

I’ve had my Tumi backpack for over 12 years, and brought it in for repair right before the New Year—likely the shop’s busiest time. Connie helped me with the process, and she was incredibly responsive and reliable in handling the packaging and shipping. Three weeks later, I received my repaired bag free of charge!! I’m thrilled to continue using this backpack!

Connie Yeh is an angel! I bought an aluminum suitcase online from a department store and started packing my stuff without resetting my password first (my bad - it’s dumb to put things in before testing out the locks). The next thing I knew I was all packed, my new password worked on the lock on the top but refused to work on the lock on the bottom! I spent the whole afternoon yesterday trying to crack my suitcase open and eventually, I decided to visit a Tumi store. I came to Connie earlier this morning. She was patient and skilled. She managed to open my suitcase within 30 minutes! It was a miracle! Now I am sitting at the airport typing out this review. Go to TUMI Copley Place and look for Connie - she is the best!

I brought in my Tumi backpack because my dog chewed up the handle. I asked a sales associate if she has seen Tumi repair such damage before. The other associate to whom I was not speaking rudely interjected to inform me they have sent in handle repairs. I asked if she had seen Tumi actually make the repair. She was very rude and abrasive. What she really meant to say was that she didn’t know. Very terrible attitude. No surprise the store was empty.

Friendly service and knowledgeable staff. Unlike many of the other locations I've been to they had loaner bags available and sent my bag in for repairs at no charge. Nice big store.

The associate (Pei) was very helpful. I needed to buy something a little bit before closing time, and so I gave the store a call. She asked what I was interested to buy and selected out the items for me, so I can quickly choose upon arriving. I had a problem with my order and she promptly followed up with instructions to send to the repair center. Very happy with the product and the professionalism of the staff.

Very underwhelming engraving services, both quality and expectations wise. Why offer a service at all if you can't provide basic quality control? Brushing quality concerns under the rug doesn't seem like a viable strategy either.

Good shopping experience. Full of new arrivals

We went to pick up my son's graduation present that we had ordered thru another store. Granted we were not dressed to like their average customer but the sales people ignored us. We were there for a whole 10 minutes before anyone greeted us. One of the sales ladies bumped into my husband several times ; once specifically to attend to other customers that had just come in. The lady who finally helped us seemed annoyed to have to help us get our purchase. Never going back again.

Poor customer service. Bought something online. Return policy says you can return items back to the store. We drove all the way here and had to find parking. There was only one salesperson that day so we waited a while to return. Then she tells us that their system sometimes doesn't work for online returns. I would have been more understanding if she told us that something was wrong with their system that day, but it clearly has been an ongoing issue. Why has this not been fixed? I then emailed Tumi customer service and they offered no explanation or apology. Such a waste of our time.

The staff had my bag replaced and ready for me before i headed to the airport on my return flight. Connie was helpful to get me in and out on time with a replacement. Even though the bag failed me the staff provided the service tumi represents.

Horrible customer service and if you're needing a repair just go buy another bag from another company and save yourself the frustration!

The store employee was very rude, dismissive, and abrasive. I would NOT purchase here, and I do so often as I travel here frequently. This individual had zero customer service. I guess Tumi doesn't pay commission. Definitely will NOT shop here!

I bought a jacket for $450 in 2015, the zipper completely broke down to the point it is unusable. But hey, they do have a 24 months warranty and a lifetime warranty for defects, I should be good right? First it turns out that they take 8 weeks to repair/replace it and I have to pay $5 to ship it from their shop to their service center The best part is when I get a call from their service center, they say that they need the proof of purchase and will not accept my credit card statement. And when I ask about the lifetime warranty they said the zipper broke because of "wear and tear" and will only return the item to me or offer a measly $200 voucher to buy another piece of garbage from the store. This is the worst customer experience I've ever had from such a big brand. Don't get fooled and buy this brand

Bought a leather backpack. Quality is excellent! Love the black leather and gold zippers. Has two side zippered openings for small water bottles. They added custom initials for free. Service is excellent and I would recommend this quality brand to anyone. Pricey but good!

Huge thanks to Maher from the Tumi store in Copley. The nameplate ripped of my beloved carryon in a recent international flight. I had dreaded sending it for repairs since last time it took several weeks (on a more substantive repair). I took the bag into the Copley store and Maher replaced the nameplate in under 10 mins and informed me the replacement was complimentary. Many thanks to Maher and good work Tumi!

Great service at the Copley Tumi store! I have used Tumi for years and we can argue about the luggage itself. But what is inarguable is the service I received recently at the Copley store in Boston. My carry-on broke on this most recent trip and I was landing in Boston when I called and spoke with Jullian, the store manager. He noted that he had the part I needed and to feel free to drop in for a repair. I made the trip (which was easy since my hotel was nearby) and Jullian (and another competent employee) spent about 30 minutes replacing the entire handle mechanism. He was very professional, incredibly personable and when I asked how much it would cost, he was insistent that this was an included service for in-store repairs. In this day and age, it was a shock, a happy one to be sure. I cannot recommend this Tumi store more and will return for my next purchase of their new line which does look very intriguing. Thanks, Jullian for your help!

I usually don't write reviews of high end stores because I expect great customer service, but I recently had an experience that prompted me to review this store. I had received a monogrammed (customized) carry on bag as a graduation present, but the person that got the bag for me didn't get the right model. Tumi customer service informed me that nothing could be done, that once a bag was monogrammed there was not a way to do an exchange or a refund - I later found out that the "nothing can be done" was completely false. I tried to sell the bag online but couldn't, so I called the local store and explained to Julian my situation. I asked if he could at least remove the customized plate from the bag and he asked me to come into the store to explore the situation in depth. Not only did he change the plate on the bag, but, upon seeing that my bag was still in its original box and packaging, he offered to exchange it for the bag that I wanted. To cap it off, he customized the new bag. I applaud Julian and this store for understanding the true meaning of customer service. His determination to push the boundaries and act to please the customer are a great example for other brands and luxury item store employees to follow. I'm much more likely to return to this store to purchase more Tumi products as a result of this episode.

I bought a nice expandable Tumi suitcase at Nordstrom Rack in Natick. I owned it for 5 years and travel extensively. It was an incredibly sturdy, spacious, quality peice of luggage, as all Tumi products are. One day at the end of a trip, it came down the chute onto the baggage carosel at Logan and it was destroyed. One of the 2 handles was ripped off along with the hasp that buttons the handles together. The main zipper was ripped out of its seam, and the Tumi identification tag was ripped off. Anyway, it was in tough shape and completely unuseable. I never registered it with Tumi when I bought it, but went on their website to see if there was any chance it was covered. It was a little vague, so I took a chance, submitted a repair order and mailed it to them. 2 weeks later, my bag came back to me 100% repaired free of charge. It looked brand new. I highly recommend Tumi products and the company as a whole, because they are one of the rare companies that actually backs up their products! Not many companies out there anymore that will do that. They could have easily come up with a reason they wouldn't repair it, but they didn't. No questions, they just fixed it! Fan for life!

I have had an extremely frustrating set of experiences with this store over the last year; I've gone back and forth on writing this review, but after multiple calls and visits to both the store and headquarters, I feel like I've exhausted every possible avenue, and am justified in writing a 1-star review. Three years ago, when I was living in Chicago, I bought a Tumi bag at Water Tower Place. About a year and a half ago, this bag broke down (the zipper came off and the front pocket ceased to close properly). As it was still under warranty, I took it in, and the store shipped it off to HQ. I got an email from the folks at HQ saying that they no longer stocked that bag but would give me an equivalent credit. However, the credit would not be sufficient to buy a comparable bag; plus, at this point, I had already purchased a new one to use while this one was in the shop, so I either wanted a partial refund on the bag I had purchased, or the full price of a new bag (so that I wouldn't be spending even more money). Since I'm deaf and their customer service center is only open during the hours I'm at work, I don't have a feasible way to call and have a real conversation, though I tried a few times. (Usually, I would take these calls with a spouse or a friend after work hours). Several months later, my bag gets returned to me in a box, with a note saying yet again to call if I would like this partial store credit to be applied against a new bag. I went back to the store, and frustratingly had the same conversation with multiple clerks (e.g. outlining everything I've said above). They refused to help and referred me back to headquarters, and offered, rather unhelpfully, to send the bag back, which would have put me right back into the holding pattern. So now, I still have this bag, sitting in a box in my apartment. And to add insult to injury, now my second bag is beginning to break. 2 broken backpacks later... Bottom line: they do have products that you can't find elsewhere (e.g., attractive women's work backpacks) but the service is beyond awful, at both the store and corporate.

Walked in to the store, one of the staff was with another customer, and the other stuff walked out from the back (storage) of the store but did not greet me. Now, I went to the store with a set mind wanting to purchase a backpack that I had already researched online on their official website. I thought if I get it from the store, I didn't have to wait for shipping. However, since the employees did not seem interested to help me, I'm not giving them my business. I walked out of the store and bought the backpack I wanted online.

Julian is amazing. He is professional and charming. Very knowledgable with the luggage. I had a had time deciding on two wheels vs four wheels and he was very patient and showed me the difference. I am a huge fan now.

It was supposed to open at 11 am on Sunday (8/16/15)... Now it's already 1130 am and it's still not open. I have been waiting for 30 mins now; hope I won't miss my flight (needed to get something fixed)...

Wow! These guys know there stuff. The luggage is expensive, but I believe I will be more content + save money in the long-run.