RIMOWA Reviews 

Great products and service

I Love Rimowa products. I have the classic carry on and now the large check in piece and I customized them both with paprika wheels which looks stunning! I am new to the Rimowa and so far I am loving it.

everything was on Time. Beautiful piece

I wanted a rimowa cabin bag for my birthday 7 years ago, i came with lifetime garantee: wheel broke off 5 years ago: no problem, replaced, all fine...
Then 3-4 years ago, rimowa got taken over by LV... all garantees voided, price doubled and customer service got reduced...
a once great grear brand, now turned to nothing but a cash grab...
One wheel broke off again; 90 dollar bill, no more lifetime guarantee honoured, rivets generic ones (no more the branded ones) and overall just a sell sell sell mentality...
The quality and user experience is just not there anymore: yes, it still is rimowa, but the brand and quality is just not there anymore

I bought an expensive Rimowa suitcase six months ago, and suddenly the top handle just tore off. I immediately contacted Rimowa customer service, but it’s now been over a month and no one has been able to help me.

They reply to emails inconsistently — sometimes they don’t respond at all. I’ve had to call them multiple times every week just to follow up. And every time I call, it feels like I’m telling my story for the very first time. No one seems to have any record or continuity.

In one of the rare email replies, they told me they would send spare parts so that I could repair the suitcase myself — seriously?

I have concerns about everything: the quality of the product, the level of service, and the overall customer experience. I honestly cannot recommend buying this brand.

If anyone from Rimowa happens to read this review, I truly hope it helps resolve my issue faster. I’m still waiting.
08.08.25 Update. The situation has been resolved. I received the necessary parts thanks to one person who really looked into the problem. Many thanks to this person, whose name is Christian.

I spent £1200.00 on a Black Crossover Bag.
After using just for 1 day it ended with scratches on it.

I emailed Rimowa and waited a week for a response explaining to me that all coloured aluminium luggage undergoes a process called Andoization “unfortunately, this means that scratches will reveal the natural silver underneath “
I asked for a service to have the bag repainted but they said they do not offer this service.

I was not told about the process and what would happen to the bag when I purchased it.

Rimowa have sent a final email saying that after speaking with the manager there is nothing that they can do as this problem is not covered under the warranty.

So if you are considering buying a coloured Rimowa bag please accept that it will be scratched very easily on the first day of use and look pretty terrible especially checked luggage and cabin cases as they thrown around.

I have been extremely disappointed with my purchase.

Excellent product. In my opinion the very best!

I originally gave them a 1-star, but after the issue was escalated to a manager, the customer service improved significantly, so I have changed to a 3-star.

Despite buying a high quality baq that was very expensive, I have had multiple problems since the date of purchase, and now to get a response from their customer service team requires multiple emails and calls.

1. The bag I originally purchased came with a scratch when it was delivered
2. The pull handle started to make strange noises and I have sent it back to them 2 times to be fixed, and the problem still persists.
3. One wheel jammed, so I sent it back to be repaired, and then on the way to the airport, the same wheel fell off.

Now, I have been following up with them about the ongoing issues, and the response time to emails is usually more than 1 week, when previously it was the same date, and they only respond after I follow up or call internationally to their UK number.

Dear Sir/Madam,

I am writing to express my deep dissatisfaction with the after-sales service at your store in Lisbon. I purchased a Rimowa suitcase with a lifetime warranty for 600 euros. Unfortunately, the shell of the suitcase was damaged, and I had to return it to the store on June 6th for repair. As of today, after two months of waiting, my suitcase has still not been returned to me, and I am required to wait an additional two months for it to be sent to Germany for repair. This amounts to a total of four months of immobilization for a repair that, I remind you, is covered by a lifetime warranty.

I find it unacceptable that my suitcase was repaired in an inappropriate manner (glued together) and that the after-sales service in Lisbon told me this was “perfectly normal.” Furthermore, the treatment I received in the store was extremely disrespectful and humiliating. I am unsure if this was because of my race or because I did not speak Portuguese fluently, but the lack of professionalism I encountered was shocking. I also urge you to reconsider your selection criteria for employees, as the person who attended to me was entirely unprofessional and should not be dealing with customers.

I request an immediate resolution to this issue, either through an appropriate repair or by replacing the suitcase.

Please contact me at your earliest convenience to arrange a solution.

My agent went the extra mile she needs a promotion

The ordering process was easy, the delivery was fast, and delivery in full. I'm very happy with the Rimowa team and product; it consistently meets my expectations. I highly recommend it.

I expected better from a brand like Rimowa. I returned a suitcase following all their instructions, but the package was lost on return — and Rimowa has been completely unhelpful ever since. Instead of offering any support or taking responsibility for the situation, they just kept pointing fingers and told me it wasn’t their problem. They delay in sending documents to process your claim with their delivery partner is poor - bad management and organisation, forgetting to open investigations.

For a luxury brand, their customer service is shockingly poor. No empathy, no resolution, just canned responses and dead ends. I’m now out hundreds of pounds with no suitcase and no help.

If you’re thinking of buying from Rimowa, be warned: if anything goes wrong, you’re on your own. Definitely won’t be shopping here again.

The customer service was high level by being prompt and efficient. The product arrived without fanfare with excellent packaging (love the cover). The product is handsome, light, and very mobile.

During a recent trip, half of the wheel on my Rimowa Salsa Air carry-on fell off. I tried to reattach it, but the fitting seems too tight for the pin—likely because it was installed using heat during manufacturing. I contacted customer service for guidance, and despite having sent clear photos and stated my location in the very first email, every response has repeatedly asked me for the same information.

The phone number listed in their email signature is invalid, and I haven't heard anything back since the last exchange. I’m extremely disappointed—not just with the build quality of a premium suitcase that has never even been checked in, but also with the lack of attention and care from Rimowa’s customer support.

I own more affordable luggage brands that are frequently checked in and have lasted far longer without issues. Today I’m traveling again, but I can’t use my Rimowa because customer service has left the issue unresolved.

This is not what I expected from a supposedly top-tier brand.

TRUST ME DO NOT BUY FROM THIS COMPANY!

I have to say this is the worse customer service I have ever experienced. I purchased a suitcase as a surprise for my son's birthday in June as he had always admired the brand and also their collaboration with La Marzocco another trusted and well respected brand. He was going on a trip in July so the birthday gift would be put to good use. Unfortunately the box was damaged but as it arrived the day before my son's birthday I decided not to open it but to wrap it and I would check it with him the following day when he opened it. Luckily I had the foresight to take images of the damaged box immediately upon delivery, as the case was indeed damaged. Now paying in excess of £1,250.00 for a carry on suitcase you would expect exemplary customer service should there be any issues. Unfortunately this has not been our experience dealing with Rimowa, it has been a catastrophe of shambolic false promises that have still yet to be resolved. My son now has to purchase another suitcase to go on his trip as Rimowa are totally incapable of replacing the damaged item in time despite the conversations with them going on for a month! COME ON RIMOWA, IF YOU ARE CHARGING PREMIUM PRICES FOR A PREMIUM LUXURY PRODUCT AT LEAST GIVE A PREMIUM CUSTOMER SERVICE WHEN YOU ARE CLEARLY AT FAULT!!!!

Terrible experience. My trunk cracked, they refused to replace it, but agreed to email a document so l can claim insurance from the airline. On that basis I spent another £1000 on a second trunk. They said the document would arrive the same day - it's 3 days later and still nothing. I have called each day and am told they’re sending it today. It never happens and I am now about to be out of the time window where I can claim insurance. I only purchased a second trunk because they promised these paperwork to get the money back for it. I feel I was mis-sold and am now down £1000 on the original trunk, £1000 on a replacement at my own cost, and am about to lose a further £1000 on the insurance because they aren't able to send a simple email in a timely manner. Having purchase several items over the years I’ll never return to this brand.

Fast delivery and great customer service support m

Customer services does not reply to emails. Waiting for a delivery that is not done because Rimowa uses UPS to ship in Spain. UPS is the only shipping company that can not find my address (even after getting a map pin, LOL).

However, tried to be in contact with Rimowa to first change shipper, but as Rimowa doesn't reply to emails it's now a cancel order due to no delivery.

I will now buy other brand bag instead. At the overprice I paid for a bag I expected customer service to at the minimum being able to help out with a simple shipping related issue.

Now I will have to go through the hassle of canceling this order with my credit card company.

Note to others: Don't expect to receive any customer service better than if you buy a bag at 1/5 of the price.

Then - decide if you still want to pay the price you pay for Rimowa.

Update 1st of July: For the email that they supply in the standard Trustpilot reply (contact at rimowa.com), I have already written two times to this email address without any answer. First time was on 20th of June, about two weeks ago.