RIMOWA Reviews 1,721

Very quick to receive.

I purchased this piece as an anniversary gift for my spouse. The luggage is so beautiful it is a piece of art. Extremely luxurious and durable.

Terrible customer service for an otherwise great product. Don’t buy. My handle broke in 6 months making the case unusable. They make the customer pay for shipping and repairs and the process is inconvenient. When you pay $1,000 for a small carryon suitcase, you should have good customer service.

My luggage piece came quickly in great condition and I can’t wait to go somewhere so I can use it

After finally looking past the price, I treated myself to my very first Rimowa — the Cabin Twist in red - and I can confidently say it’s worth every penny. The design is absolutely stunning; the red accents earn me multiple compliments at the airport. Beyond the aesthetics, the performance is unmatched. It glides effortlessly across every surface, even those stubborn, textured airport carpets, and quite literally rolls alongside me as I walk. The handle adjusts to multiple heights smoothly and with precision, making it a perfect fit no matter the situation. The combination of beauty, craftsmanship, and functionality makes it the carry-on that sets the bar.

Very quick shipping and beautiful packaging. Made the unwrapping experience special!

★☆☆☆☆ An Embarrassment to the LVMH Brand – Rimowa London New Bond Street

If you want a masterclass in disorganisation, poor communication, and disregard for customer time, visit Rimowa’s New Bond Street store.

I brought in two cases for minor repairs — a simple reset of a lock combination on one and a frame/handle adjustment on the other.

From there, it became a comedy of errors that would be funny if it hadn’t wasted so much of my time.

No expectations set: They told me they'd be back in touch in a few days, so about 40 minutes later I headed home and when I got off the tube received a message telling me that both suitcases were ready for collection. You'd have thought that they might have mentioned that it was possible or likely that they were going to be able to conduct the repairs in less than an hour at the time of drop off. That way I could have saved a ton of time by going to have a coffee whilst they did the repair.

I wrote back to them telling how daft they were and how much of my time they had wasted.

They wrote apologetically saying:

" Please accept my apologies for the swift repair that was carried out on your suitcase and the miscommunication that has clearly taken place with my team on lead time for repair. In this instance I can see that we clearly need to do better, and I’m sorry for the stress this has caused you.

Whilst we do aim to do repairs as quickly as we can, the nature of your case needing an instant repair should have been communicated.

As such, I would like to offer you free delivery of your repaired suitcase back to you and we will waive the cost of the repair as well."

So on the given day I awaited the delivery supposed to arrive in a specific time window. And of course the delivery company didn't delivery when RIMOWA told me they would.

What was even more ridiculous was that they only returned ONE of the TWO cases I left with them.

And they didn't even do the requested repair on the case they returned. So in fact when they texted me orginally to tell me the work had been completed - clearly it hadn't.

So I told RIMOWA that they hadn't repaired the case they returned and they sent someone to pick up the case to do the repair...More hassle.

I don't know but you'd have thought they would really have got their best people sorting this problem out - rather than making it worse.

But it goes on.

At this new point someone else got involved telling me that rather than resetting the lock they had now changed it and the cost would be X - something I had not asked for.

So now after this much hassle they've renagged on their original offer quoted above of free repair and delivery - which was to compensate me for their original stupidity.

And now they want to charge me...

What should have been a straightforward 45-minute service turned into weeks of aggravation, pointless email chains, and zero ownership of the repeated mistakes.

This isn’t just poor service — it’s a stain on the Rimowa name and an embarrassment to LVMH. A brand that trades on precision and luxury should hold itself to far higher standards than this.

Avoid this branch unless you enjoy paying premium prices for amateur-hour service.

Great service, kept me informed through out.very pleased with my new suitcase was securely packaged and arrive on time.

Highly recommend

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