Shop Reviews

Went to Orchard Road and visited the Rimowa store there to purchase my 4th suitcase from the brand. I have owned a Classic Check-In M for almost 5 years now (bought from Rimowa in Suntec City, which is now permanently closed). That luggage served me well for my last few travels pre- and post-pandemic travel restrictions. I also have a more recent purchase of a Classic Cabin S and an Original Compact in my collection I came in to the store around 5-6 in the evening. There were only one or two other customers browsing around. I was immediately welcomed by JR who was kind enough to show me the trunk-size suitcases I was looking for. JR was very patient and open to all my questions. He was able to explain to me well the pros and cons between each item I was looking at. I was able to make a decision within 15 minutes, and chose the Original Trunk S. He then arranged for the delivery of the new luggage to my home the next day, which arrived promptly in the afternoon. I am very satisfied with my recent purchase. Appreciate the outstanding service and professionalism.

Initial Disappointment Continues, But Honesty Provides Clarity (Revised Review) Following the replacement of my first two defective Rimowa suitcases, my initial unhappiness persisted. Upon closer inspection of the new products, I noticed what I perceived as flaws: scratches on the inner sealing surface and an inner cushion that wasn't fully attached. Seeking clarification, I visited the Rimowa store. The employees explained that these issues were normal, even showing me similar characteristics on other suitcases. They attributed the scratches to the manufacturing process. I actually found their understanding of the production and product commendable, and I respect their knowledge. During a more extensive conversation, one employee also acknowledged that my experience of four failures in 26 flights was not an isolated extreme. He confirmed that they handle a significant number of repairs, and that frequent travellers using their Rimowa suitcases every few days or weekly often require monthly repairs. Finally, I received an answer to my earlier question: yes, it appears this level of durability is what Rimowa expects. The employee further explained that their global network of repair centres is in place to provide swift assistance in case of damage. My initial perception was clearly incorrect. The lifetime warranty isn't offered due to an unwavering belief in the product's inherent quality, but rather as a compensatory measure for its premium price point. While this wasn't what I initially expected, I respect their business model and the transparency of the employee who opened up and did not leave my question unanswered. I must admit that this was not the expectation I had when purchasing Rimowa. While I still cannot recommend the product based on my experiences, this honest and open feedback from the store employee has helped me manage my frustration. I now understand that I cannot expect more from the replacement suitcases. Therefore, I am revising my review and giving Rimowa 2 stars. This slight increase is solely due to the fact that I finally received an honest answer to my persistent question. Initial Review: Overpriced Decoration, Not Travel-Ready - Avoid Rimowa! I made the huge mistake of purchasing a Check-In L and a Check-In M suitcase, and my disappointment couldn't be greater. Rimowa's quality is disastrous! The Check-In M developed a hole in its shell after fewer than 10 flights, and the Check-In L suffered four wheel damages within a mere 26 flights. I requested a full refund for both products, which was denied. Rimowa’s customer service team is a misnomer; they clearly don't prioritise customers. The team in Singapore pretended to take my concerns seriously, and despite my repeated requests for a meeting, I was consistently given empty promises. Eventually, I reluctantly accepted their so-called 'gesture' of a 'goodwill replacement.' This is insulting because I am covered by Rimowa’s warranty. They attempted to portray their minimum obligation—replacing obviously defective products—as an act of goodwill. My question regarding whether Rimowa considers four damages in 26 flights acceptable product performance went unanswered. This pattern of non-response was consistent across all employees I contacted, both in person and via email, spanning different positions, seniority levels, and countries (Singapore and Switzerland). The only logical explanation is that Rimowa trains its staff to avoid addressing quality concerns. This speaks volumes about their products. Now, I'm stuck with two more of their poorly made suitcases and will probably endure further issues until I discard them and invest a quarter of the price in a durable alternative. The customer service is as appalling as the product quality. I strongly advise against purchasing Rimowa unless you need an expensive piece of decoration. Truly, deeply disappointing.

Everyone told me the Rimowa service center was at Jackson Square, but they actually moved to the 2nd of Mandarin Gallery. Very detailed and thorough staff. She inspected my luggage and put tape on all thre necessary areas. There’s an uncle onsite that repairs the suitcases. I had some very deep scratches on the corners of my luggage, which he was able to file and sand it down. They replaced my wheels and my handle. I was able to pick up my luggage in a few hours. Very impressed!

I am mid trip having travelled from SIN-Dubai-Riyadh w my business class size carryon- which I have used less than 10 x because I often connect to smaller sized planes in EU or US which cannot accommodate this size even in business class. Well- look at the photos - the bag handle literally fell apart at the doorstep of my return journey. really! for a supposedly so called high quality bag - that this should happen to a hardly used bag is unacceptable! Non of my Samsonites or Briggs and Riley have fallen part like this. And I still have a long way to go - I would get a new bag but need to take this one back to the shop. For the amount of money one pts for Rimowas - this is so unacceptable! Very upset 😢! Will follow up with whether after care service treats me kindly.

I have all Rimowa luggage but when a small part of the shell is cracked then Rimowa will blame the airline but airline says it’s not them so if you were going to pay $800++ for a luggage then at least you are expecting them to fix it not blame the airlines and especially when I went to the repair center and They did not have the glue to fix it but told me I have to wait for two months for the glue to come or the alternative is for them is to get duct tape and to fix. Unacceptable!!!!! A high end brand who does not take responsibility and accountability for the quality of its product is a very poor brand and when I asked the repair and the sale shop for the headquarters email they told me just go online and click on contact us. Remote want you have lost a loyal customer but perhaps you don’t care

Extremely pleased with the service at RIMOWA Mandarin Gallery. Winson was incredibly helpful and patient. He took the time to explain the features of the luggage in detail and even guided me through choosing the initials for the hot-stamped tag, as it was meant to be a gift. He went the extra mile by helping with the gift wrapping and coordinating the surprise. Truly a memorable purchase experience.

Came here after my luggage was damaged by Icelandair handlers. First luggage assessment Then they will issue report in 2 working days to be submitted. U can take luggage home, all done in 15 min.

Had a small issue with my trolley. Solved in minutes and super friendly! Can only recommend!!!

Must look for Sales Representatives Vincent. Excellent service, great presentations on the luggage, and pleasant character. He introduced the various trunk luggage to me, showing the color selections and etc. Vincent gave me plenty of information and time to consider and decide which bag is more suitable for me. I rarely see that level of patience from a sales rep in Singapore. The store is the flagship store of Singapore, they also repair the damaged Rimowa. Unfortunately, my 15 years old luggage doesn’t have life time warranty, so I had to pay for the wheels. However, the repair department representative was also very sociable. I enjoyed his service, I didn’t get his name but I remember he has very smooth and pearly face. Lastly, rimowa had a simple candle making session as collaboration. It was fun and customers who purchased a luggage are allowed to participate and bring home the candles. Thank you for the impeccable service.

Heather at the client care tried to charge me $70 for a simple frame alignment for a topas suitcase. I have 7 rimowas and never had to pay for alignments or dent fix even for out of warranty. Heather is the first person who wanted to charge me $70 for a simple alignment.