RIMOWA

Reviews

• JY

  Jerry Y

  Feb 14, 2026
  2.0
  My brand-new, post-LVMH Rimowa suitcase that pulls hard to one side while rolling is, according to the service team here, “normal.” Odd, because my $100 Away and Samsonite suitcases do not do this, and neither do my three Topas cases from 14 to 15 years ago. You can literally feel the handle pushing against your grip. Apparently it is also “normal” for a $1,200 suitcase to leave the factory with the lining corner sticking out and glue fully exposed. After I mentioned taking a comparison video, the staff attempted to stop me from rolling the display suitcases because they must be kept clean for buying customers. It seems you are no longer welcome once a sale is off the table. Guess what? The only reason my partner came along was to look at an Essential and immediately lost interest after seeing how we were treated. Management at this store could use a lesson in basic customer respect and long-term relationship building. A deeply disappointing experience from a brand I have trusted for decades. If you are not making a purchase, expect outright dismissal of legitimate concerns. Every single issue I raised was immediately met with what felt like blatant gaslighting, including claims from the “technician” that the floor was uneven or that the suitcase only pulls when packed unevenly. These explanations were offered as fact rather than as an honest attempt to assess a clearly defective product. It is hard not to feel insulted by the implication. One wonders what headquarters in Cologne would think. The only positive note is David M, who assisted me greatly last year with a paid repair on my 2011 case, which after 15 years still rolls perfectly straight.
• SL

  Samuel Leal

  Jan 28, 2026
  5.0
  I had my luggage damaged and the support was impeccable. Fast and efficient. They now have a section dedicated to repairs, which makes a big difference. The price was fare and I was impressed they could fix my luggage in one day.
• MG

  Mariana Githens

  Jan 27, 2026
  1.0
  Extremely disappointed with my experience. This was my second suitcase purchase, and I only decided to buy again because I was assured that the warranty and after-sales service were excellent. At the time of purchase, everything seemed perfect — I was told my first suitcase would come back looking great after repair and that I could confidently buy another one. Unfortunately, that was not the reality. The repaired suitcase came back in terrible condition. The workmanship was visibly poor, and the final result looks unacceptable for a premium product. Honestly, it’s embarrassing to even use it considering how much it costs. To make things worse, they sent back the dust bag for a suitcase almost twice the size, showing a complete lack of attention to detail. I also tried multiple times to contact the store and never received any response. The after-sales support is practically nonexistent. I had previously left a great review based on my in-store experience, but I will be updating it because what happens after the purchase does not match what is promised. At this point, I’ve completely lost trust in the brand. I do not feel confident purchasing from them again. Very frustrating experience. Mariana
• DD

  Dan Li (Dan)

  Jan 7, 2026
  1.0
  This luxury item is so expensive, over $1600, and it ended up like this after my first use! It's not fit for purpose! And they're shifting the blame to the airline! Is this expensive suitcase made of glass? Does it get damaged after just one use? I want to file a complaint against them.
• PJ

  Patrick Joos

  Jan 3, 2026
  5.0
  After trying to deal with the warranty issue in Munich I am extremely appreciative of the excellent service that I received at the New York store. They did everything right. Whoever is in charge of the Munich store should make a trip to New York and see how customers should be treated. Better yet... Fired and replaced with literally anyone else from Munich. *I had better service while buying a €5 pretzel.

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