Elfi
Extremely Disappointed with Rimova's After Sales Service I am utterly disappointed and frustrated with Rimova'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.
