TUMI Store - Chinook Centre

I’ve had great customer service at this location! The store manager has gone above and beyond for me. I always purchase in store before opting to ordering online like I would with many other stores. Love the quality and functionality of Tumi. Life long customer :)

Absolutely the worst customer service ever. No acknowledgement when I walked in the door, and complete lack of interest or engagement with myself and other customers in the store. When I asked for help showing me men’s laptop bags, the guy pointed out a section in the front and said “here”. I looked around for abit and asked if there were any more I could look at. He said “ya some here” (at the rear of the store). I asked why he didn’t point these out initially....the response....”well these are really expensive”. Hey Tumi Management, great hiring job with this guy who gives zero f’s. Read all your other negative reviews and do something about your staff.

Called in to reserve a specific luggage. Gave them the SKU code multiple times and the model/colour/price/etc. multiple times. They said they have one on hold but could try to get it released. Eventually they called back and told us that it was available at the store now, but we had to rush there to get it as they couldn't hold it for long. Spoke to a staff named Prenaz and also to the store manager Poonam over multiple calls.So we rushed down to Chinook Centre and it's a bait and switch. The one I wanted and reserved is only available in Vancouver and they tried to sell me a different one.Dishonest, poor customer service. I think bait and switching is deplorable. If you can expect this from a manager, what more the staff? Avoid them at all costs.

I received a TUMI bag during Christmas from a friend whom continue to brainwash me to joining the TUMI gang because he enjoys their products so much. However this bag I received was too small to fit my pilot gears, so I went to this chinook store and hope to exchange for a larger product. The exchange was denied because the bag had one small scratch on the leather, and no receipt. What's more upsetting was the manager's tone was so condescending that she was questioning my integrity when I said the item was new. The last time I've experienced something similar was at Sears 8 years ago. (Later I found out I arrived 5:20pm, 10 mins before her shift ends. In that case, I'd forgive her for being condescending, because a minute spent on me means 2 more minutes stuck in traffic.)Upon more findings, I found Harry Rosen's sales team could sell TUMI products and respect their customers at the same time; Nordstorm could sell TUMI products and have a generous return policy with no time limit and no questions asked. Both stores are within a walkable distance of 2 mins.TUMI really did a great job controlling servicing quality and expanded brand awareness by opening up their own full-price premium stores. Great job driving these traffic to your partners! Oh yeah, sales from your partners are going to drive healthy EBITDA next year too! And yeah, Tim Parker from Samsonite will think TUMI store network is a great success, from EBITDA. Nobody would ever find out your staff is your brand's biggest bottleneck.At the end of the day, I went to the good old HR, found a luggage called Rimowa that fits all my travel gears together. I am so easily pleased.Alex - An unhappy customer, whom became happy, due to the the attempt to spend more $ in your store was denied. So thank you.

Shortly after sharing my concerns with Tumi and Company regarding my Tumi Carry-on corporate office contacted me and assured me that issue I raised would be dealt with immediately. Shirley LeBlanc store manager undertook whatever was needed to remedy and diligently took charge. Shirley went all out and replaced my carry on and knapsack graciously. I would not hesitate going forward recommending Tumi Chinook store. Quality of servicing a customer exemplifies merchandize sold.

Great customer service. Great choices of products for brief case. Love the associates here! They don't trying to sell you and it is very comfortable to shop here.

Purchased a bag and within a year the zipper had broken. Initially the sales person was very difficult to deal with. After contacting Tumi national office, the store manager was great in getting in contact me and making the exchange easy.

I brought my gym bag for repair last Jan 1 2019 to Tumi store at Chinook Mall and was told that they will call me after 3-4 weeks. No calls received from them. When I called after 4 weeks, they told me it's another 2 weeks. 3 weeks came and no calls again. Then last Feb 28 they said another 1 week. I called March 11 to follow up since they will never they update you. Now the staff said he will talk to the Manager. Very bad customer service in the whole world! I will keep you posted when I get my bag. I might look for a company who deals with this poor customer service. Did you know you can submit a complaint against a business? Yes. Google it and it will bring you to Service Alberta Consumer Investigation Unit site.

Awful after sales services. I purchased a new Tumi T-Pass backpack in Dec – 2017 and gave my current Tumi backpack for a minor repair. At the time I was told that it would be a very quick repair. Waited for more than 45 days with no news. Finally after another visit to the store I was told to call the consumer affairs.The two calls with the consumer affairs were appalling. I regret purchasing TUMI and would never recommend this brand.

You don’t get what you pay for. They represent a quality product with lifetime warranty but they really only warrant that they’ll repair it for you at your cost! Seriously? Every product in the world has a Tumi warranty then. When it breaks you pay to repair!