RIMOWA Reviews 1,721

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.

I purchased a Rimowa Cabin Case directly from their website and reported a fault within 30 days, well within my rights under the Consumer Rights Act 2015 to reject the goods and request a refund or replacement.

Rimowa has completely failed to uphold those rights. Instead of processing the return, they’ve demanded I bring the faulty item to one of their stores — despite this being an online purchase. I’ve sent multiple emails, included clear photo evidence of the defect, and formally rejected the item in writing. They have ignored every message since.

This level of customer service is appalling for a brand charging premium prices. Rimowa is not only failing to meet basic expectations — they are actively ignoring UK consumer law. I’m now escalating the matter to Trading Standards and preparing for legal action to recover my money.

Avoid this brand unless you’re comfortable being ghosted the moment something goes wrong. The product might look high-end,
the service is anything but.

Great online ordering experience and the product registration is very smooth. Customer support is very helpful. Be warned though they do ship with UPS.

Amazing quality and service. My suitcase arrived less than 24 hours after ordering. I first fell in love with the brand in 1978.

Very luxurious luggage. Very happy with this purchase.

Super user friendly, had a lot of options.
Overall great experience

Great Luggage lifetime guarantee

I love these products, the pilot bag is my latest of 4 purchases from Rimowa. The luggage looks and performs great. Easy to use either as one large bag for longer trips with the large one. But I also have a medium and a cabin bag. The pilot bag I just purchased will be used as a briefcase or for a getaway bags for a weekend.

Quick and easy. Delivery was fast.

The service was prompt and efficient—I received my item just a few days after placing the order. I was pleasantly surprised to find a free name tag included with my purchase, which was a thoughtful touch. Communication was clear throughout the process, and I was kept updated every step of the way. Overall, a great experience and excellent service.

Perfect delivery and product! Excellent customer service😄