Peter and Janifer gave me the best service!
I've been using Rimowa's cabin suitcase, but I needed something bigger. They showed me many types of luggage and explained it in detail. They compared the pros and cons of each, which was very helpful in making my choice. I'll use it well. Thank you!
Tony Foo
5
Was planning for a rimowa quite awhile but didn't like those 3kg luggage. When they release the kids edition, the color catch my attention and the weight match my previous luggage! Time for a replacement! Yes im a old kid to get the kids edition!
Peter is a nice chap to answer my questions and keep my family entertained.
Was looking at the essential cabin in white... tempted.
J C
5
Best customer service for a luxury brand. True customer service is when you’re not a paying customer (yet) and the brand is still polite to you - Unlike other luxury brands where they profile you and you’re made to feel like you can’t afford if you don’t buy anything i.e. snobby. Each time I walk into Rimowa to ask questions, am always greeted with friendly replies. Didn’t think too much of it - until I walked in last week to get a bag I purchased online authenticated and serviced. Expected to have to kowtow since I wasn’t there to purchase anything new. Surprisingly Winson (SA who helped me) was very friendly and even educated me about Rimowa bags and how to look at authenticity. The next time I went down to collect my bag they were having an event and they offered me drinks and food from the event and even a complimentary customized bag tag although I wasn’t in the original guest list. Each time I was made to feel welcome. Winson is also friendly and non pushy about their products. So because the service is good they’ve gained a customer in me. Would definitely get Rimowa & recommend friends this outlet for my future Rimowa purchases - not sure what their recipe is but this is the only luxury brand by far with genuine good service.
D Sidharta
1
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.
Sibyl Tate
5
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.
Elfi
1
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.
Flo Yeow
3
The store looks and feels premium, as it should be. Every product is sufficiently spaced out, and they even have a 2nd floor client centre here.
That said, upon finding out that we were simply browsing, the service staff switched off and just stood by the side, answering questions hyper reactively with single word answers.
As much as yes, my partner and I looked like we were browsing (we were looking for the Rimowa iPhone cover), and I was wearing teeshirt and shorts, but it's just not what I'd expect of service staff from a premium store. Some of the best service crews have found creative ways to strike casual conversations, and sold me narratives and stories in the process, to help me better appreciate the brand and their products with effective questioning.
All said, very easily fixable, if the retail manager wants to that is.
Wee Wolverine
1
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.
Daniel Bensberg
2
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.
Kris Li
5
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!