TUMI Store - Garden State Plaza

I’ve been shopping at the TUMI store in Garden State Plaza for a few years now, and I keep coming back because of the exceptional service from Jordan Cacio, Conrad Villanueva, and Kobi Mitchell. They’re consistently warm, professional, and genuinely helpful — whether I’m buying something new or bringing in a suitcase for repair. The way they treat customers, even during routine repairs, is what keeps me loyal to this store. There are other TUMI locations closer to me, but I willingly go out of my way just to come here. Even when I’m overseas, the team stays in touch with updates on parts and repairs — which is rare and appreciated. TUMI products are definitely on the premium end — but the quality, thoughtful design, and especially the service here make every purchase worth it.

I took my extended trip suitcase over the TUMI- GSP 2 weeks ago for another repair of my wheels (since it wasn't fixed correctly the first time when it was sent in. My wheels where still swaying the same direction it originally did when sent in). This store has Amazing customer service. I advised Conrad Villanuenva the store manager of the issues of my wheels. He was very receptive, understanding and explained to me what the issue may be. Nevertheless, he ordered the wheels. When the wheels came in, he took the time to fix my wheels same day, since he know that we drove up from Maryland. It was done within the hour. When I received my suitcase, the wheels were perfect, like brand new. No more sway or drifting for this beast. My suitcase is ready for Travel yet again!! The GSP TUMI team is a great group. They are reliable, know their product line VERY well, and most of all honest with a smile. I HIGHLY recommend this location, as they won't let you down. Thanks again Team GSP!!!

I’ve been to this store several times. I always go with a specific question or problem and Jordan always has a solution. All products are high quality. Today I had the pleasure of meeting Conrad, who was also very helpful. What is most impressive is the product knowledge they have about each item in store. Would highly recommend shopping here.

I recently had the pleasure of experiencing truly outstanding customer service from Jordan at Tumi, and I feel compelled to share just how remarkable he was. From the moment I reached out with an issue regarding my Tumi luggage, Jordan went above and beyond to ensure I felt heard, valued, and completely taken care of. Not only was Jordan incredibly knowledgeable about Tumi’s products, but his professionalism and genuine enthusiasm for helping customers shone through in every interaction. He listened patiently to my concerns, offered clear and thoughtful solutions, and followed through promptly to resolve my issue with efficiency and care. What could have been a stressful situation turned into a seamless and positive experience, all thanks to his dedication. Jordan’s commitment to excellence is a testament to Tumi’s high standards, and he truly embodies what exceptional customer support should look like. His kindness, expertise, and proactive approach left me not only satisfied but genuinely impressed. If you’re looking for a brand that backs its products with world-class service, look no further than Tumi—and ask for Jordan! Thank you, Jordan, for making my experience unforgettable.

I had a great experience with Jordan the sales associate. He was very knowledgeable of the product line and helped me pick out the perfect bag for my wife’s birthday present. I would certainly shop there again, as I need to grab a new backpack for myself.

Went in the store and I was helped by the assistant manager Angelica Rodriguez on the 11th of December, she was so nice and helpful, she showed me the bag helped me with the sizes to make sure it would fit my laptop. I did not make the purchase that day because I needed to think about it and compare it to other bags I saw. She was not pushy and she gave me her business card and told me to call her when I was ready. I called her on the 23rd to make my purchase, the Tumi bag was the most versatile and best choice for me amoung other designer bags I looked at. She sent me the pay link via text, I made my purchase and she also engraved my initials on it in gold. I choose ground shipping since the next day was not garenteed due to Christmas Eve being the next day. But to my surprise UPS shipped it on the 25th, it really made my day and I was supper 😊 happy! Thank you again Angelica and UPS for making my Christmas bright!

What great service and product. This young man named Jordan was so helpful, attentive and very knowledgeable of the some of the luggage. If you have questions or doubts go to TUMI and see this young man.

Top notch service. I brought in my bag to have the handle repaired, which broke after over 5 years of bringing my carryon around the world. Conrad was very professional and was able to replace the handle within 5 minutes. Appreciate the prompt service. Would highly recommend.

We had the pleasure of working with Conrado Villanueva at Tumi today, as we purchased our beautiful new luggage, and it was such an enjoyable experience! His expertise was so helpful, and his wonderful personality so refreshing. Honestly, with his amount of knowledge and sophistication, this man should be the CEO of Tumi!! We will go out of our way now to always purchase our products at his store. Our interaction actually makes me want to buy more Tumi products, as he took the time to educate us on the value and quality of the product. We left smiling, so happy with our purchase. Isn't that the purpose of keeping stores open and having in-person shopping experiences? I hope this company knows how lucky they are to have him! Bravo to Conrado.

I had my Luggage for over three years now. Recently the hard shell of my case started to look a little funny so I decided to take it in. Conrad, the gentlemen in charge at the time was incredibly helpful. Went above and beyond to help me resolve my issue. Customer service here is awesome. This is mostly why I will continue to buy Tumi products.

Great customer service. The store manager is extremely professional and helpful. I would highly recommend visiting this Tumi store if your are in the market for a Tumi product!

Great service. Lisa is awesome. She knows her product and makes the experience of buying luggage feel special. Highly recommend.