rimowa.com Reviews
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4.0 / 5
Average user rating
1705
Total reviews
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rimowa.com Reviews
Read real experiences from customers of rimowa.com.
Brands may not incentivize or pay to hide reviews.
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imogen
March 31, 2026
amazing quality & fast delivery
amazing quality & fast delivery
Ben Scholey
March 31, 2026
Customer service has gone downhill
A great product but their customer service is terrible. I got in touch with them online initially to organise a repair, after slow responses and being passed across teams I was finally advised to go to their Stockholm store. I dropped off my case and was advised they'd be in touch with a quote to repair it. After a 2 week wait I got back in touch but am yet to hear back after 3 days. I'd expect better from a luxury brand, they used to be far more responsive and even supply spare parts online. If you're insisting things need to go to your technical department for repairs, then at least be responsive.Update after Rimowa’s reply, I’ve already emailed you, and I’m not sharing my phone number publicly, but I’ve sent it again to the email you provided. Your ref is NK297…
Mike Lyons
March 27, 2026
Absolutely disgraceful custom service
Absolutely disgraceful custom service, I have a one month old suitcase where the handle failed on its first use and dispute numerous calls and emails I still have no resolution. Apparently no managers or team leaders are in the office to speak to!!!
Roman
March 25, 2026
Paid for a suitcase I never received. Then asked to pay a second time
I ordered a RIMOWA suitcase on their Swiss website. UPS misdelivered it to the wrong address and wrong person—the first time this has ever happened in ten years at my address.After multiple emails, RIMOWA apologized and offered a replacement. Then they created a new order and sent me a payment link, expecting me to pay a second time while they “refund” the original undelivered order later. I refused to pay twice for goods that were never correctly delivered to me. I am still without my suitcase or a proper refund.This experience has been extremely frustrating and a complete waste of time. A premium brand like RIMOWA should have simply sent a free replacement after their (and UPS’s) mistake instead of making the customer chase and pay again.Update (25 March 2026):RIMOWA replied to this review claiming that they “could not locate my email exchange from my name alone” and asking me to contact their customer service email once again.This is incorrect and misleading:– I have already provided my order number (PR02961226) in the dedicated review section that is visible only to the company.– I have also been in ongoing email communication with their customer service at the exact email address specified in their reply to this review for days without any result.Their response is a generic template that completely ignores the details I already gave them. After all the stress caused by the misdelivery and their refusal to send a free replacement, this is extremely disappointing.
Jason
March 18, 2026
Rimowa service center in NY ruined my suitcase
I own several suitcases and decided to add the latest one to my collection—a seasonal color. In 2024, after a week of use, I sent my suitcase for a minor cosmetic repair to a service center and it was shipped back to me in worse condition. They asked me to ship it back again for repair, but then declared it unrepairable and offered a replacement without mentioning a deadline.I contacted them again in 2025 when a new seasonal pink color was released, as I was interested in that since my original suitcase was also a light pink. The company refused the replacement, stating the new color was seasonal, even though my original suitcase was also a seasonal edition. It feels unfair that if you buy a seasonal color, it may not be effectively covered by the lifetime warranty for an equivalent replacement, even when the retail cost is the same as standard models. The repair center damaged my suitcase and customer service is only offering standard colors as replacement options rather than an equivalent to the pink I originally purchased. I contacted again in 2026 and got a final decision that this color is still a seasonal color excluded for replacement.
Info MHC
March 15, 2026
This store is always so helpful and…
This store is always so helpful and willing to do whatever it takes - which I sincerely appreciate. Alicia is so helpful and always goes above and beyond. First class service guys - well done! JM
David Warren
March 12, 2026
locks…
1st time using and one of the locks does not work. CUstomer service is no help. They will never answer the phone or return an email. Hard to believe this is a luxury brand. Terrible product and even worse customer service.
Kyle Kanaan
March 5, 2026
Best store ever very professional
Best store ever very professional
Xiao
March 4, 2026
A Frustrating and Failed Experience with Rimowa Warranty
I have been a loyal supporter of Rimowa for years, owning a total of 6 suitcases from various collections. However, one specific collection has suffered from repeated failures, leading to this exhausting struggle for accountability.1. Written Acknowledgement of Defects:After submitting compelling evidence, Rimowa North America explicitly confirmed in writing that they would replace "faulty wheel housings and wheels" at no cost. They promised the suitcase would be returned in "optimal condition". At this stage, both parties reached a formal consensus on the product’s failure and the necessity of the repair.2. The "Confidential" Insurance Trap:The resolution failed due to Rimowa’s refusal to provide transparent property protection. I was required to ship this high-value item from San Francisco to New York during a severe winter blizzard. While Rimowa claimed the shipment was "fully insured," they flatly refused to provide any written proof or documentation, labeling their account details as "proprietary" and "internal".In essence, they demanded that I surrender my property under hazardous conditions while keeping the actual insurance terms a secret. For a luxury brand, expecting a customer to accept "verbal assurance" without legal documentation is both arrogant and unprofessional.My Final Question:Does Rimowa truly have the sincerity to serve its customers, or is your service designed to create hurdles? Why is basic insurance transparency considered a "corporate secret" when a customer's property is at risk?Conclusion:They admit the fault, but they hide behind "company policy" to avoid accountability. If you value your consumer rights and property safety, be warned: Rimowa’s service is an illusion of luxury.
Wei Nee Chee
March 3, 2026
I love it
I love it , good quality
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