My wife recently decided to buy me a TUMI bag for the holidays. She called TUMIs customer service line to have them walk her through the process of buying a bag online. She ended up buying a Wheeled Expandable Worldwide Trip bag for $1,050.
When my wife was on the phone with the customer service agent, she asked and was told that TUMI has a 100% return policy. If I was not happy with the bag, I could return it. Later in the conversation, the customer service agent told my wife that TUMI was having a special promotion and that she could get the bag monogramed for free. She got the bag monogrammed. The CSR never told my wife that once you monogram the product, TUMI will not take it back. You can guess what happens next.
Unfortunately, the bag does not fit my needs. When we called TUMI to return the bag, they told us they would not take it back. TUMI wont honor the information that their CSR told my wife when she purchased the bag.
We have spoken to a number of TUMI CSRs and Supervisors, including Mark (ID#73569), Agatha A. (ID#73324), Monica M. (ID#72498), and Josie (ID#72909).in fact, Josie was the last person I spoke to, who told me that TUMI had made their final decision, would not tell me who at TUMI made the decision and would not give me the name of anyone else I could contact. Basically, TUMI has taken over $1,000 of our money and left us with a product we do not need and cannot use after falsely misleading my wife into thinking the gift was returnable.
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