RIMOWA Reviews 

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.

Very quick to receive.

I purchased this piece as an anniversary gift for my spouse. The luggage is so beautiful it is a piece of art. Extremely luxurious and durable.

Terrible customer service for an otherwise great product. Don’t buy. My handle broke in 6 months making the case unusable. They make the customer pay for shipping and repairs and the process is inconvenient. When you pay $1,000 for a small carryon suitcase, you should have good customer service.

My luggage piece came quickly in great condition and I can’t wait to go somewhere so I can use it

After finally looking past the price, I treated myself to my very first Rimowa — the Cabin Twist in red - and I can confidently say it’s worth every penny. The design is absolutely stunning; the red accents earn me multiple compliments at the airport. Beyond the aesthetics, the performance is unmatched. It glides effortlessly across every surface, even those stubborn, textured airport carpets, and quite literally rolls alongside me as I walk. The handle adjusts to multiple heights smoothly and with precision, making it a perfect fit no matter the situation. The combination of beauty, craftsmanship, and functionality makes it the carry-on that sets the bar.

Very quick shipping and beautiful packaging. Made the unwrapping experience special!

★☆☆☆☆ An Embarrassment to the LVMH Brand – Rimowa London New Bond Street

If you want a masterclass in disorganisation, poor communication, and disregard for customer time, visit Rimowa’s New Bond Street store.

I brought in two cases for minor repairs — a simple reset of a lock combination on one and a frame/handle adjustment on the other.

From there, it became a comedy of errors that would be funny if it hadn’t wasted so much of my time.

No expectations set: They told me they'd be back in touch in a few days, so about 40 minutes later I headed home and when I got off the tube received a message telling me that both suitcases were ready for collection. You'd have thought that they might have mentioned that it was possible or likely that they were going to be able to conduct the repairs in less than an hour at the time of drop off. That way I could have saved a ton of time by going to have a coffee whilst they did the repair.

I wrote back to them telling how daft they were and how much of my time they had wasted.

They wrote apologetically saying:

" Please accept my apologies for the swift repair that was carried out on your suitcase and the miscommunication that has clearly taken place with my team on lead time for repair. In this instance I can see that we clearly need to do better, and I’m sorry for the stress this has caused you.

Whilst we do aim to do repairs as quickly as we can, the nature of your case needing an instant repair should have been communicated.

As such, I would like to offer you free delivery of your repaired suitcase back to you and we will waive the cost of the repair as well."

So on the given day I awaited the delivery supposed to arrive in a specific time window. And of course the delivery company didn't delivery when RIMOWA told me they would.

What was even more ridiculous was that they only returned ONE of the TWO cases I left with them.

And they didn't even do the requested repair on the case they returned. So in fact when they texted me orginally to tell me the work had been completed - clearly it hadn't.

So I told RIMOWA that they hadn't repaired the case they returned and they sent someone to pick up the case to do the repair...More hassle.

I don't know but you'd have thought they would really have got their best people sorting this problem out - rather than making it worse.

But it goes on.

At this new point someone else got involved telling me that rather than resetting the lock they had now changed it and the cost would be X - something I had not asked for.

So now after this much hassle they've renagged on their original offer quoted above of free repair and delivery - which was to compensate me for their original stupidity.

And now they want to charge me...

What should have been a straightforward 45-minute service turned into weeks of aggravation, pointless email chains, and zero ownership of the repeated mistakes.

This isn’t just poor service — it’s a stain on the Rimowa name and an embarrassment to LVMH. A brand that trades on precision and luxury should hold itself to far higher standards than this.

Avoid this branch unless you enjoy paying premium prices for amateur-hour service.

Great service, kept me informed through out.very pleased with my new suitcase was securely packaged and arrive on time.

Highly recommend