TUMI Store - The Domain - Austin, Texas

Anthony W

Very disappointing customer service experience over the weekend at the Domain Tumi store. I had a simple exchange of a new product, with receipt, that I wanted to get done. The new item I wanted cost more than what I was exchanging, so they stood to make something on the transaction. Never had issues with that in the past. The smug, disinterested salesperson, who was just standing in the middle of the store doing nothing, couldn’t be bothered to help me. Like others who have left reviews, I’ve never before had a bad experience at a Tumi store, so I was surprised, to say the least. That’ll be the last time I go in that store

Eli Cox

My wife and I purchased Tumi carryon bags for a trip to Norway in 1998. Since then they’ve traveled to Turkey, New Zealand, Peru and many other destinations foreign and domestic. Yesterday we purchased two beautiful bags in anticipation of a trip to Sundance. The service was excellent but won’t be back because our bags will last a lifetime.

Marlayna Glynn

Amazing customer experience! Shout out to James for making this purchasing experience so positive. He was knowledgeable and friendly and explained enough about the different products that I was able to choose exactly what I was looking for. I highly recommend shopping at this store.

5. 31am

Walked in to look at a bag I’ve seen online. Was never acknowledged or greeted. Completely ignored for over 15 minutes while other folks were being tended to for obnoxiously long periods of time. The store is tiny it’s pretty hard to ignore people. Ended up just walking out without ever speaking to anyone.

Sarah Liu

Incredible customer service! Steven was able to fix my suitcase in just 15 minutes and saved me before a work trip I have coming up in a few days. Lovely store overall with great selection as well

M D

Super expensive but if you like it it's the best James was super friendly and helpful with our selection

Michael Miller

In my experience, Tumi products are great.

I’ve usually also had excellent experience in their retail stores. Unfortunately, my experience with the Tumi retail store at the Domain today was awful. This was surprising as we’ve previously had great experience with James and some of the other people at this store at the Domain. We needed a satchel carryon bag and did not have time given our upcoming travel tomorrow to have one shipped. I called the Tumi store and spoke with Jessie (sp?). It was not a good experience. The attitude and interaction reminds me of interrupting my young, teenagers when they didn’t want to be bothered with my questions because they were busy playing a game. Regardless of what the distraction was for Jessie (scrolling Insta? TikTok?), it was apparent that I was an unwelcome distraction. She seemed bothered and inconvenienced.

After it became clear to Jessie that I was not going to just give up, she reluctantly answered my questions about what was in stock, I settled on a specific satchel, and asked if I could pay for it and have someone pick it up right away. Jessie said yes. Rather than just putting Jessie on hold, I asked if I could call her back in a few minutes to finalize the order details as I wanted to double-check with my wife that she liked the satchel.

It took all of a few minutes to confirm with my wife, but when I called the Tumi store no one answered. I tried quite a few times over about 50 min but never could get anyone on the phone that could help me.

Finally, I just had my daughter stop by the Tumi store there at the Domain. Was Jessie crazy busy with customers? Nope. The store was dead empty with two employees.

It turns out Jessie is the manager. She mentioned to my daughter during checkout that I was frustrated and a bit irritated in our call. I guess that’s why Jessie decided not to answer the phone.

After spending time with Jessie buying the bag, my daughter was also frustrated and irritated.

Evelyn Benejam

I’ve have nothing but great things to say about this store and the team. They do so much and go above and beyond for the clients. I have been there while they have had clients who have been less than kind and they have kept it professional the entire time. Funny enough I was there when the client with the strap complaint was in the store, not only did she have a nasty attitude towards the team but the strap she had sent off and received was the exact one that the Chandler tote (which I own) comes with. People can be so silly when they want free items. Please be kind to this team, they are already going above and beyond for you. Happy shopping!