RIMOWA

Reviews

• JK

  Jamal Khan

  4 days ago
  1.0
  I own several Rimowa pieces of luggage, and while I already regret buying them for a number of reasons, I always believed that at the very least Rimowa was a recognized luxury brand that would stand behind its products. Unfortunately, my recent experience with their store completely shattered that expectation. One of the latches on my suitcase had broken, so I went into the store to have it repaired. The store was completely empty, so I was not interrupting any sales activity. Despite that, the associates seemed impatient and dismissive from the moment I walked in. Before even checking whether the luggage was under warranty, they immediately quoted me $90 per latch for the repair. I had not come in looking for an argument, so I calmly told them that if the repair was not covered under warranty, I would be happy to pay for it. They then asked for the receipt, which I promptly provided. I had purchased the suitcase at Munich Airport and, thanks to German efficiency, the receipt had been stapled neatly inside the Rimowa manual. At first they seemed skeptical about the receipt, but eventually accepted it and proceeded with the repair. Replacing the latches took roughly two minutes, which made the earlier hesitation feel even more unnecessary. I also asked if they could reset my lock code, which they did without issue. Since I had driven 70 km to get to the store, I asked if they could quickly check the wheels to see whether they needed servicing. That request seemed to push the staff over the edge. The eye rolling from one associate, a woman with a tapped on nose whose name I unfortunately did not catch, was very obvious. They took the suitcase into the back briefly, returned, and said they had tightened the screws and oiled the wheels. During this time my wife asked if we could look at a large Rimowa trunk and whether it was available in stock. No one bothered to check for us, and the overall atmosphere had become so uncomfortable that we simply decided to leave. For a brand that positions itself as luxury, this kind of service is deeply disappointing. I did not expect enthusiasm or special treatment, just basic courtesy and professionalism. Instead, the interaction felt transactional, dismissive, and at times openly irritated. Luxury brands are not just about products, they are about experience and service. Based on this visit, Rimowa fell well short on both, and it has definitely put us off from making any future purchases.
• MT

  Maggie Tse

  Feb 17, 2026
  5.0
  My Rimowa carry on luggage is like 11 years old. I had rolled it around downtown Vancouver for hours for yoga and brunch before a flight a few weeks ago. So the wheels were super dirty and when I got back to Toronto the wheels were not aligned. Not rolling smoothly. I brought it into the store and Anthony was amazing at diagnosing the issue and fixed it in 10 mins. I also had a really good chat with him on my next luggage. Really good experience with this store. Highly recommend!! Especially going to Anthony!
• DW

  Devon Williamson

  Feb 16, 2026
  5.0
  A lovely shopping experience. Anthony was excellent to deal with. I'm thrilled with my original cabin case. It was a nice surprise that RIMOWA had hired an artist to paint one-of-a-kind luggage tags in store that day for the year of the fire horse! So fun. The bubbles on offer were fun too. Highly recommend opting to visit this store if you can. I'm sure the online experience is quite good too, but the in person experience really exceeded my expectations. Thanks, Anthony and RIMOWA Toronto!
• NS

  Nate Sammons

  Feb 12, 2026
  5.0
  Great experience with a repair to a 7 year old carry on bag with a lot of miles. The two "front" wheel bases were broken from too many curbs, escalators, stairs and other obstacles (after being repaired multiple times with super glue and baking soda). Repair only took about 45 mins! This made an easy stop on the way to the airport. Ready for another couple hundred flights now. Thanks again Rimowa.
• TP

  Ted Paris

  Jan 20, 2026
  5.0
  Just want to call out the outstanding support that I received from Mandy and team in the Rimowa store in Toronto. I landed in Toronto with a suitcase damaged during my arriving flight and was no longer going to close. I had reached out to the store to see what I could do to get it fixed that evening as I would be out of pocket at work during the store operating hours all week before needing to fly out again at end of week. Fortunately, Mandy and team took my call as I headed to their shop directly from the airport. They were not only ready for my arrival, they ended up keeping the store open late as my ride was delayed in Toronto rush hour traffic until after normal store hours. Then upon arrival, they not only took my bag in to be fixed on the spot, they also helped me select another model that was more appropriate for my travel needs. Very pleased with how things worked out and very grateful for their support.

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