RIMOWA Reviews 1,722

If push comes to shove, we wouldn't buy another Rimowa suitcase. We currently own three: a large, a medium and a carry on. The large has been repaired so many times - the stitching busted and had to be repaired in a foreign country (otherwise the suitcase wouldn't make it home), and one corner has been completely dented. We duct taped it from the inside. We never claimed for these expenses. Nor have we complained until now.

For the medium suitcase, the handle broke. We wrote to customer service, since we were told there is a lifetime warranty. Customer service never responded until our second email where we were told that our email was incorrect. Then they told us that the suitcase was no longer under warranty even though we were told they had a lifetime warranty on their products and we're the original owners. The part would cost $95. No matter how much we argued, the answer was the same. So we paid for the part. It arrived (a much cheaper version that our original handle) missing a screw. The handle needs 2 screws to install and they sent us only 1 screw. Really now.

For all of this back and forth, they haven't shown us any goodwill. Sometimes good faith is what is needed to earn customer loyalty, no matter the circumstances. Why else would we continue to put out the big money? Their behaviour is shortsighted and self-centered. They've given us no reason to buy more of their products.

UPDATE: Rimowa reached out to discuss our bad experiences. To make the situation right, they offered to overhaul the suitcase and repair anything they could find, including the cracks and dents - all at their expense. I accepted.

Today I received the repaired suitcase. They did a nice job. Now it's ready for another big trip. Thank you Rimowa. I appreciate your effort here.

RIMOWA’S GUARANTEE IS WORTHLESS UPDATE!!!
Despite the offer to find a solution and further emails whilst being well within the timescale for the 5 year guarantee this apparently this not apply. Complete Joke Rimowa, not a great way to treat your customers.

Having successfully used another brand for 15 years, I felt it was time to upgrade to a Rimowa luggage case. When we came back from France in January we found our case had split on the side and the bottom corner. We contacted Rimowa’s customer service as the case was under guarantee and was asked to provide photographs, then heard nothing. After 7 days called again to be told I was given the wrong email address and could I resend. I was then emailed to say the case was damaged in transit and they could not repair and would not replace and the guarantee did not apply! What was worse we were out of time to claim form BA or our insurance company. All very disappointing and still awaiting a response from my last email, they did however managed to send me a customer satisfaction email, all this from what I though was supposed to be a market leader.

Placed an online order and received it the next day. And love the sticker book.

Rimowa fan here. I travel a lot for work, and own a small Rimowa luggage collection. The design is wonderful, and the suitcases survive all the rough handling at the airports. Our local Berlin Kurfürstendamm store have always been most helpful with fixing occasional damages.

A recent attempt to buy a suitcase on Rimowa online shop has been a rather bewildering experience though.

The purchases were repeatedly cancelled, even though the suitcase was in stock, and the payments did get through. Customer service did their best to help - without much success unfortunately, and there was a lot of confusion, too.

I was also told that I can't request an invoice as ‘it is our company policy that (...) neither names nor company names (sic!) can be given in the billing address.’ What?

So, over the course of three weeks - two orders confirmed, then inexplicably cancelled, payment reimbursement had to be chased (!), dozens of emails exchanged with customer service.. it's a lot of work to buy a €1250 suitcase, and in the end I give up.

this company rocks. The product is exceptional and service is great.

I had a fantastic experience with Rimowa’s customer service! I ran into an issue with the web payment while trying to purchase a gift for my wife. I didn’t want to use our credit card, as it would send her notifications and ruin the surprise. I called customer service feeling quite frustrated, but the operator was incredibly patient and knowledgeable. They quickly understood my situation, sent me a payment link, and even stayed on the line while I completed the payment to ensure everything went smoothly.

The luggage arrived safe and sound, beautifully packaged, and in perfect condition. The quality is excellent, even though I was initially hesitant about the transition from the traditional hard side to the new plastic design. In the end, it exceeded my expectations, and my wife absolutely loves it. Thanks to Rimowa for not only delivering a great product but also outstanding customer care!

As my luggage’s concern is a little different, the local rimowa store here referred the case to its headquarters. Upon their inspection, not only it’s going to be repaired, I was also told that they would do some extra services on my luggage to make it be as good as new! I can’t wait to see it! I appreciate the swift response and the exceptional care I received from Rimowa’s Client Care Cologne. 💕🫶🏻

The quality of some RIMOWA products falls far short of their high price points. I’ve recently purchased NEVER STILL BACKPACK (Large black) and despite clear manufacturing defects (small circular magnets in the clasp repeatedly falling off) that I came to notice after three days of purchase, exchanging this item was not possible, and instead repair offers through its warranty takes an unreasonably long time. Customer care has been one of the worst experiences I’ve encountered—they fail to follow up, even though they promise a response within 24-48 hours. As a longtime loyal customer, this bitter experience with the defective RIMOWA backpack and their unresponsive service has been deeply disappointing. I can no longer recommend this brand to anyone.

Online ordering is super easy. Shipping is super fast.

Purchased a Cabin Bag from the online store. Great experience start to finish. Even purchased the wrong size initially (my fault) and the cancellation / reorder was a breeze. Plus the quality of the carry on is the best I’ve ever owned

RIMOWA is luxury! I absolutely 100% recommend! Not only because of their amazing quality products, but because of their customer service! You want to be treated like the royalty that you are? Look no more…RIMOWA is your place to go!

Quick response and delivery

DON’T TRUST RIMOWA!!!
I came today to Rimowa store on Madison Ave in NY with small issue on my suitcase for repairs. I checked before on google and it’s saying:
Does RIMOWA repair for free?
Our Lifetime Guarantee is covering all functional damage to your suitcase - including that caused by transports.
In store they said that they changed their policy in 2022 and for that reason I should pay $135 for repair plus tax. Interesting, how often Rimowa change their policy?
When I purchased the luggage in store 5 or 6 years ago they told me that Rimowa has lifetime guarantee. What kind of trick is this?
I think Rimowa is cheating their consumers.

Today is February 5 and Rimowa really did a great job to fix x a problem. Thank you Barlas (Swiss office) and Julie Sanchez ( Madison store in NY) from Rimowa services.
So, I would say now Trust RIMOWA!

THE MOST ,BEST, AND BEAUTIFUL. REMOWA MAKES ME HAPPY. I WANNA GO EVERY WHERE IN THE WORLD WITH REMOWA.

Easy to buy online. Quick delivery with good updates.

Quick shipping and great product. We love these suitcases. The lightweight feature is phenomenal and the dark green is beautiful. So much so that my daughter and son in law wanted some too after using our s on a trip!

I recently purchased a new Attache Case which was delivered in damaged condition. I had to repackage it and return it. The replacement case was evidently made nearly two years ago which I found out when I tried to register it on line and found that the warranty which was supposed to be for two years expired in two months! After multiple calls, emails, missed commitments and excuses from Kim, the problem has not been fixed. Rimowa service seems to think the customer should shoulder the responsibility to get their issues corrected. I have purchased other items from Rimowa without issue and have always been pleased. This has been a challenging and disappointing purchase which is still not corrected. While I still find the Attache case to extremely attractive and functional, purchasing it has unfortunately damaged Rimowa's reputation for quality and service.

As experienced by another reviewer recently I ordered three items for £2850 in the Bond Street store. Great service from sales assistant.
Delivery did not appear two days later pre 2pm,not promised but expected. I waited in and rang the store from 4 pm but they do not answer the phone.I finally got through three days later and the assistant terminated the call. I got through to avery helpful assistant later after numerous attempts who assured me this would be escalated to management. I phoned today and spoke to Fabian who assured me someone would call. I want a refund and would not recommend the RIMOWA brand experience to anyone.