RIMOWA

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.

Extremely Disappointed with Rimova by its After Sales Service I am utterly disappointed and frustrated with Remova's after sales service. Initially, I sent in my suitcase because the leather hinge was slightly lifted. To my shock, when it returned, the condition was significantly worse. Not only was the hinge got worse, but there was also several scratches including a deep, long one on the front of the suitcase. I've always handled this suitcase with care, and it never had such severe damage before. What's more distressing is the lack of customer support. No response of my emails, and I had to call over twenty times, only to get through after several hours. Their response was just a generic “sorry for the experience” and no useful information. They took the suitcase back for further inspection, but honestly, I have zero confidence and feel uneasy about leaving my suitcase with them. Despite our repeated emphasis on careful handling during transportation, the courier who came to pick up the suitcase didn't take any protective measures, not even a cover, similar to how it was when delivered to me. This is unacceptable and shows a complete disregard for customer care. I am heartbroken and deeply regret trusting Rimova with my valued possession. Additionally, I will never recommend this brand to anyone. Their after-sales service is a complete mismatch with the brand image they promote. I have photos of the suitcase both when it was sent for repair and when it was returned to me. They collected my luggage on Thursday, but so far I've received no response from them about the follow-ups. I will update this review depending on how they handle this situation, but as of now, this has been an utterly disappointing experience.

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.

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.

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