I’ve always appreciated RIMOWA, but my recent Client Care experience fell a bit short. The team was polite.Other issue was resolved, just not as smoothly or proactively as I’d hoped. There also seemed to be a small issue with the corner fitting on my suitcase, as the protector wasn’t sitting flush—something I expected to be fixed on a premium product I still value the brand, but there’s room for improvement in customer support.
bonvivant Su
5
Swift, efficient, friendly service!
Walked in this Tuesday afternoon, just before lunch and was served promptly.
Called before I went and was told may take either up to 3 working days to fix/replace telescopic handle, or if parts not available in-house, then may take longer, up to 4 weeks.
So not only was I pleasantly surprised that they had the spare part but was told if they’re not busy, replacement could be done within the day.
And they over delivered! Barely 15 mins after I handed over, I received a message that it’s done! So efficient!
And no long lengthy process or unnecessary paperwork. Just a quick luggage check by Jaspal then I signed a simple form before handing over my luggage, paid up after and that’s it! Receipt is emailed to me and repairs have a 6-months warranty. Which they logged to my luggage’s serial number and could track it should I return. So I don’t even have to keep receipts!
Warm service too from both staff on duty this afternoon. Jaspal promptly gave his number when I asked if there’s a number I could call to check back on service status. His lady colleague (sorry didn’t get her name) later helped me checked on carpark redemption and took the initiative to print a receipt too, to facilitate redemption.
Keep up the great work 👏 This service center certainly adds to the Rimowa factor!
Medi C
5
Yanna and Paul were extremely helpful and kind in assisting me with my luggage. They took the time evaluate the service requirements, understood my personal constraint, communicated clearly throughout the process, and made sure everything was resolved smoothly. I appreciate their patience and dedication. Highly recommend their aptitude for quality customer service!!
Claude Lin
5
I had a very good experience when I took my suitcase with one broken wheel. Though the line was a bit long and took some waiting time, they repaired my suitcase very quick. The staff changed 4 wheels in like 3-5 mins and charged very reasonable prices. I really appreciated the staff. (Shamed on me that I didn’t remember his name)
Elfi
1
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.
Jon Wan
5
Good service and repair. Wheels and zippers replaced so fast. Giving new lease of life to my 12 year old Salsa. Thank you
Eileen Teo
5
We would like to extend our sincere thanks to Reyma for his exceptional support and service when we brought our vintage Rimowa to the service centre for the first time.
Although it was our first experience with the service centre, Reyma made it a superb one. He went above and beyond to assist us, and we truly appreciate his dedication and professionalism.
Thank you once again for such outstanding service!
Kevin
5
I did a walk in on a monday afternoon to repair a broken lock on my rimowa. It was done in less than an hour from start to finish, and I was able to pick it up right away.
Thanks Paul and the service team!
Goh Wai Ming
5
Nice service. Today I called to check my luggage divider broken. They checked my serial number, confirming stock and arrange me for pick up. World class service.
Melisa Goh
5
Sent my luggage there to replace the wheels and repair a zipper. Excellent service by the service centre staff. Polite and dealt with issues quickly and i was so pleased to learn that my bag was ready in less than 3 hours! Reasonable price considering replaced with genuine RIMOWA parts. Thumbs up!