Complaint Review: Tumi Inc. Luggage

My husband purchased a Tumi bag at one of the stores while traveling as a gift for me, it wasn't exactly what I wanted so I called customer service to exchange and it was one of the worst experiences I have had in a long time. I had to call in 3 times for anyone to even try to help me, finally a girl told me she'll get me to the correct department and after being passed around on the phone for an hour Tumi refused to take the bag unless I take it back to the store it was purchased from or call the manager and arrange the return directly with her.  

The last customer affairs representative was extremely rude and unhelpful to the point I where I couldn't allow someone to speak to me in that matter and had to get off the call. After dealing with this for 3 days the last thing I'm going to do is try to track down the manager, make arrangements, ship at my expense and hope she will process the bag and it won't just get lost within their inventory.  Shouldn't that be the companies responsibility? How can they just refuse to take a brand new bag still in unopened box 

Would not buy from them again or recommend the product to anyone else, customer service is an important factor when purchasing a product you are intending to use for several years and Tumi failed severely in that aspect. It's unfortunate since I heard so many good things and was excited to make the switch but hopefully I can sell it off on Ebay or Craiglist to get some of the money back so that I don't have $600 just collecting dust.