RIMOWA Reviews 1,721

The worst after care experience I have ever witnessed from a high-end company, or at least so I thought!

6 weeks in and the locks became defective, and I had items that become trapped in the case (trunk) to my disbelief I was told that no refund or replacement would available, however I could return this with the courier to "be looked at by the London branch, however I would have to package this myself or send as it was - seriously what kind of after care Is this? 6 weeks old and I have issues already??

This is a beautiful luxury item. It is a silent travel companion. Built to last forever. Heirloom quality.

Greetings RIMOWA folks,
Just wanted you to know that first of all, you make the most dependable check luggage my wife and I have ever traveled with and they’ve been many a mile. So, when she suggested we travel carry on for an upcoming six week European rail journey I didn’t blink and ordered the Carry on Essential that matches our existing check luggage with the accompanying harness we have admired from afar. I ordered it last Monday at noon and it arrived the next day before noon with expedited delivery. Bravo!

I'm a proud owner of 2 Rimowa cases.
I've used my cabin S a few times and I have no complaints. Packing and manoeuvring is a breeze.
I bought it in store recently and they were able to efficiently check it within 20 minutes and provide great customer service.

This was my second time ordering from RIMOWA, and I am pleased with both their product and service. The item I sought was temporarily out of stock, but I was able to programme a notification for availability, and order a short time later. The item arrived within 48 hours.

I did contact the email you provided, but they said no replacement and no repair service for the logo not in the center and factory defect!!! What kind of company is as Rimowa!! Why did I buy a defect product and not getting a replacement!!! This is ridiculous!!! The bag is not cheap!!!!!!!!! I bought a crossbody bag at Rimowa and found out the Rimowa logo is not engraved in the center on the bag. It is totally a factory defective product. I contacted the customer service, but they weren’t willing to exchange a new one for me. They didn’t even give me the reason why they couldn’t exchange for me. The bag has 2 years warranty too!! It is ridiculous!! The bag is expensive!! I bought many of their suitcases before and never had this kind of customer service until it is until LVMH group.

If you purchase something on the RIMOWA e-commerce site and wish to return it, you will never see your money again.

I had the worst experience with RIMOWA’s e-commerce service. I purchased a suitcase as a Christmas gift, but it did not meet the recipient's expectations, so I initiated a return. The customer service was abysmal—unresponsive and unable to provide clear instructions on the return process.

After multiple follow-ups, I finally managed to return the suitcase. Following the return, I received confirmation emails from the store manager and an e-commerce representative stating that my refund had been processed, along with an ARN number for tracking.

However, nearly two months later, I still had not received my refund. Upon contacting my bank, they confirmed that there was no record of the refund, and the ARN number was invalid.

When I shared this information with RIMOWA, they ignored my emails and ceased all communication.

This is not just poor customer service; it feels like outright fraud. It's unacceptable for a brand under LVMH to engage in such practices.

This has been, by far, the worst customer experience I have ever encountered, completely unworthy of a luxury brand.

P.S. to RIMOWA: please refrain from replying to this comment by asking me to email contact @rimowa.com; I've already done it multiple times, and you aren’t doing anything to solve this situation.

it was great !

In 2018 I wanted to purchase supposedly the best luggage made. I researched and because Rimowa had a lifetime warranty I decided to purchase 1pc for 1180.00 from Rimowa in Toronto Ontario Canada. What I received was a plastic piece of luggage that was fairly sturdy but not what I expected. I kept it because of the warranty. Well you guessed it the plastic has cracked and they refused to replace it. They said I should go after the airline. Learn a lesson don't trust Rimowa thier warranty is totally worthless. If you are going to spend on a excellent piece of luggage don't buy thier luggage.
It's now been over two weeks since I sent Rimowa's request for documents and still nothing.
It's now been 2 months since I sent the pictures they requested and still no contact.
Stay away from these people they are a rip off and their product is very poor quality.

Absolutely amazing design, moderate quality and absolutely terrible service.

November 16 my largest aluminium suitcase was delivered at the RIMOWA store in Amsterdam for repairs of the interior. Rimowa lost my suitcase.... It's 3 months ago and still no answer....... Ridiculous especially if you consider that one of my companies was the PR agency of Rimowa in the Benelux for many years...... #Rimowa

Beautiful luggage that I will use and hopefully not abuse. The Essentials Lite U bag feels very light in the hand. When it arrived in the cardboard box, even the box felt light! The color is a perfect flattering neutral. And the gloss is very shiny - although I would have preferred matte. Hope they come out with a light pink matte for my 80-year old mother!

In 2021, I purchased a $2,500 Rimowa trunk, expecting a premium-quality product that could withstand the rigors of frequent travel. Unfortunately, that has not been the case.

In just three years, I have experienced multiple issues:

* The lock fell off
* The wheels have needed replacement twice
* Both flex dividers broke and had to be replaced
* An interior strap loop snapped
For comparison, I have owned suitcases in the $250-$500 range that have held up far better than my Rimowa trunk.

Rimowa’s repair policy states that if the owner pays for shipping to a repair center, Rimowa will cover the repair and return shipping. For me, that means spending $100 every time I need a repair. With all the issues I’ve encountered, I’ve already spent enough on shipping alone to buy another suitcase.

To make matters worse, because I purchased my trunk in 2021, I just missed the window for Rimowa’s lifetime warranty. My warranty expires in 2026, after which I will have to pay for both shipping and repairs—making this trunk an even bigger money pit.

I reached out to Rimowa hoping they would stand behind their product—whether by extending the warranty, offering a replacement, or some form of resolution. Instead:

* Three emails were ignored
* Two phone calls (one to the Miami repair center, one to customer service in New York) led to empty promises that a supervisor would call me back—which never happened.
At this price point, both quality and customer service should be exceptional. Instead, I’ve had a frustrating and costly experience. I strongly discourage anyone from buying a Rimowa suitcase.

Quality without flash. Simply classy!!!

We had an issue with our luggage (car accident and they were submerged under water) and needed to have repairs/replacement parts. It took almost 5 months for the repairs, no updates provided by customer services. I had to endlessly follow up to get updates. And was promised 50% off due to length of time and poor experience and then at the last minute they pulled the discount on one of the pieces. What do you want for a piece of luggage that cost $1500? I would say better customer service department.

If push comes to shove, we wouldn't buy another Rimowa suitcase. We currently own three: a large, a medium and a carry on. The large has been repaired so many times - the stitching busted and had to be repaired in a foreign country (otherwise the suitcase wouldn't make it home), and one corner has been completely dented. We duct taped it from the inside. We never claimed for these expenses. Nor have we complained until now.

For the medium suitcase, the handle broke. We wrote to customer service, since we were told there is a lifetime warranty. Customer service never responded until our second email where we were told that our email was incorrect. Then they told us that the suitcase was no longer under warranty even though we were told they had a lifetime warranty on their products and we're the original owners. The part would cost $95. No matter how much we argued, the answer was the same. So we paid for the part. It arrived (a much cheaper version that our original handle) missing a screw. The handle needs 2 screws to install and they sent us only 1 screw. Really now.

For all of this back and forth, they haven't shown us any goodwill. Sometimes good faith is what is needed to earn customer loyalty, no matter the circumstances. Why else would we continue to put out the big money? Their behaviour is shortsighted and self-centered. They've given us no reason to buy more of their products.

UPDATE: Rimowa reached out to discuss our bad experiences. To make the situation right, they offered to overhaul the suitcase and repair anything they could find, including the cracks and dents - all at their expense. I accepted.

Today I received the repaired suitcase. They did a nice job. Now it's ready for another big trip. Thank you Rimowa. I appreciate your effort here.