RIMOWA Reviews 1,721

Terrible quality and customer service.
After just one flight, my Rimowa suitcase is covered in scratches — the material is as fragile as glass. For a brand that markets itself as “premium,” this is beyond disappointing. Their customer support takes over two weeks to reply and, of course, offers no real solution. Absolutely not worth the price.

Ps. They also contacted me after this review asked to message them again, just to again say that its not their problem, you can see bellow🤣

Best travel 🧳 luggage and accessories in the market!

I ordered the case on Friday afternoon & it was delivered at 8am Monday morning, fantastic service.
I love my new case !

Amazing products, lightweight and durable. Absolutely won’t travel without them.
Never an issue with the company.

Very nice experience!
It was a gift for my son, he was absolutely delighted by the present!"

Easy to order and follow the shipment with frequent updates from Rimova.

Very disappointed by the customer experience. Brought one luggage for repair, said it could be repaired, then weeks later said “actually no we can’t repair.” (After the person ripped it open so thanks for breaking it more). Went to pick up luggage but it is nowhere to be seen. Since them, ZERO news, tried to call/email - NO answer…
Given the price of a Rimowa luggage, would expect the customer service to be at par. So what is the next step Rimowa?

“I had an issue that RIMOWA handled with the utmost professionalism. Their customer service exceeded my expectations, and everything was resolved smoothly and efficiently. I highly recommend RIMOWA – truly outstanding service!”

The build quality has fallen off the edge of a cliff …. Terrible service and they don’t care!!
DO NOT BUY

Perfect fast service. Unfortunately, you cannot order a signature online.

I bought a laptop bag for over 1,000€ from Rimowa about two years ago. One year in, the shoulder strap broke. Another year later, the main zipper broke - on the last day of warranty - making the bag unusable. I noted the next morning that it had been the last day of warranty and immediately called the customer service and wrote an email to document that the breakage occurred in the warranty timeframe. As I do not live close to a store, I requested a postage label to send the bag but didn’t get a reply. Therefore, two days later, I drove an hour to the next store for reparations. The store was incredibly understaffed, I had to wait for 20-30 minutes each time until I could talk to an employee. The shoulder bag was replaced and the zipper „repaired“. I didn’t really trust the reparation, as I know from experience that every zipper that breaks once breaks again - they always need to be replaced. And as the breakage occurred on the last day of warranty, it breaking again any time again would mean that it was then out of warranty. Hence, I asked the employee to note his attempt at repairing, but he refused to document it in their system and said „he’d remember“ if the zipper broke again soon and I came back.

I left the store, moved the zipper a bit, and it immediately broke again. Hence, I returned, and, thankfully, a friendlier employee proposed the bag to be sent to the factory and properly repaired. She even said that she had told the other employee that such type of repairing would not last long. I then also got an email confirmation that the bag would be sent in and that they would ensure a proper repair, so at least that part of the process went well. I’ll now have to wait ~6 weeks until they send it back to me.

I am really disappointed by both the quality of the product and the service of the company. I’d really expect a bag that pricy to last a while and not having to fight for my right of a proper repair.

Update: Over 10 weeks later, I still have not heard anything about the status of my bag‘s repair. I called their service hotline and was told I’d get an email with an update. This did not happen. Then I reached out via email to the address mentioned in the response to this post. They also could not help. They said they’d request an update from the store where I handed over my bag - I then never heard from them again. I don’t think I’m gonna get my bag back. I am considering getting legal advice.

Very quick and easy to order online.
Regular updates on delivery .

Perfect product. Perfect customer experience!!

The Best Case in The World. Best Wheels ever.

Ordered AND PAID FOR a case which was click and collect only. Travelled all the way to the store to find out that it had been cancelled as not in stock! The refund is apparently going to take 7-10 working days so have now had to buy another one - not the one I wanted (so far £2000 down). Wasted 30 mins in store - computer said no to every suggestion and missed a restaurant reservation as well.

Absolutely stunned at the dreadful service and experience with what is considered a high end brand!

Absolutely not fit for purpose. Locked out for the second time and shall never be using the case again. I shall be putting it on eBay. Customer service none existent. Addendum
After taking the suitcase to rimowa in London. Rimowa have changed both locks free of charge. Although this was an inconvenience, I can't fault the service from the rimowa shop. Thanks for your help with the case

Outstanding quality. I also needed it fast. It was in my hands in less than 24 hours. An excellent experience.