RIMOWA Reviews 

For the amount of money I am paying for this suitcase and they hire UPS, the cheapest and the worst Freight company to deliver items with… I was at home and they Never rang me neither the door bell and they just leave a note of sorry we missed you? That’s all… Poor customer service for delivery you couldn’t hire something better ?? When we are paying more than €1000

I bought the hybrid extra lg trunk and hybrid check in. The hybrid check in cracked on a flight recently. Rimowa said the lifetime warranty doesn’t apply to airline damage. WTF. What other damage would there ever be? Rimowa is not helpful and now have a new Samsonite at a fraction the price that won’t crack. Shame on you Rimowa for false advertising a lifetime warranty when there is no such thing!

We spent £1,460 on a classic cabin bag with optional leather personalised tag and handles. On getting the bag home we found one of the locks was faulty and wouldn’t shut. Ten emails later, one of which told me how to reset the locking mechanism because they hadn’t read the email, I am offered a free luggage tag as a compensatory gesture. I had already the black one as standard and the coloured extra we paid £70 for so I rejected that. The time of emailing, calling the store, waiting at home for the box they sent then awaiting the collection on a subsequent day is excessive but Rimowa do not care. They have refused any other type of solution although if I take another day off to await a UPS deliver they will return the case. Don’t buy from this brand as they have no customer service expertise.

I needed one item for my Original Cabin Plus: the divider, because the plastic frame broke. That is all. Not a repair, not a warranty claim — one part.

I started online. The response times were so poor that after two and a half months I gave up entirely.

So I went to the Rimowa store in Tokyo and asked in person. I was told I had to bring the suitcase into the store before they would sell me the part. For a divider. The suggestion being that I carry a full-size case across Tokyo to buy a piece of plastic. When I questioned it, the answer was "that's how it is" — and the assistant turned around and left me standing there.

And to save the Rimowa team the trouble: please do not reply asking me to write to contact@whatever with the same information. I have already done that. Zero response.

For a brand at this price point, spare parts support this bad is genuinely hard to explain.

Guys save the 1350 EUR - buy on Temu and replace it every year. Cheaper, less hassle and no customer service needed.

One positive thing: I asked Rimowa to delete my account with FIVE Rimowa bags I own as I am fed up with the brand. Excellent service - it got deleted within 5 days! So certain departments due value customers Lol.

Wide choice, excellent material, fast delivery.

Nice website, clear, fast and smooth delivery of the cabine case. Lifelong guarantee on top. Thanks!

Best suitcase I ever had.

The must have suit case

Best company ever!
For travel language.

For a company that purports to be the Bentley of suitcases, I haven't come across a worse customer experience.
After ordering online several weeks ago, they emailed a dispatch notice, but from there everything went downhill.
No suitcase received. No answer from Customer Services.
It finally took a paypal dispute case to obtain a refund.
Appalling in every way.
Save your money and go elsewhere.

Very happy with my first purchase

Amazing customer service! My girlfriend and I visited the Rimowa store in Selfridges on Bond Street and we were met with a sales individual called Tyrone. He talked through the differences between the products available and had great knowledge on their lifetime warranty. He was very informative and I will definitely purchase a suitcase from here in the near future. Tyrone deserves recognition for his amazing service and knowledge of the quality of the suitcases.

This was my first time replacing my business trip suitcase in 25 years. I might not be able to spend as many years with it as I did with my previous partner, who walked alongside my career. Instead, I chose a soft color so it can accompany me for the rest of my life, and I finally got my hands on it after a whole year of waiting. Welcome, my new partner—here's to a lifetime together!

Comprei uma mala de bordo com a bolsa externa mole para colocar computador e facilitar passar na segurança do aeroporto. Esta bolsa externa descosturou embaixo tornado-se inutil. Como comprei na loja oficial, recorri à “garantia vitalícia”. Fui informado pela Paula Matsubara, que foi muito gentil, que o número de série da minha mala não possuía esta garantia e se recusavam a consertar, mesmo que pagando pois não atingiria o “padrão de qualidade Rimowa”. Ou seja, fiquei uma uma mala rasgada sem utilidade !!! Muito bom este padrão de qualidade (contém ironia) !

Obtive uma resposta da Rimowa internacional e só corrobora a minha avaliação, ou seja, nunca comprarei outra mala Rimowa e recomendo o mesmo para todos.

Dear Mr Avelleda,

Thank you very much for your feedback and for contacting us directly here at our head office in Cologne.

I fully understand your concern, but I’m afraid I must also inform you that we are no longer able to offer a repair service for your suitcase.

It is not possible to repair the seam in this case, and unfortunately a replacement of the bag is not feasible either. We realise that this is not the news you were hoping for, but we are unable to offer you any alternative options in this matter. We very much regret this.

With regard to the warranty, we would also like to explain that your suitcase dates from 2017 and is therefore no longer covered by our warranty terms.

Our lifetime guarantee was only introduced at a later date – specifically on 25 July 2022 – and applies exclusively to suitcases purchased on or after that date.

We therefore kindly ask for your understanding that, unfortunately, we are unable to offer you a goodwill solution or any further options regarding your suitcase.

Kind regards,

I’ve now shared three photographs.

The first is my suitcase, with the crack that is currently awaiting repair.

The next two are photographs sent to me by the Rimowa store as examples of what they consider an acceptable repair. This, apparently, is the standard they expect customers paying well over €1,000 for a suitcase to be happy with.

I am genuinely shocked. Not just by the quality of the repair, but by the fact that Rimowa’s global customer service has confirmed this is fully in line with their worldwide standards.

I own several Rimowa suitcases, but I will never buy another one. More importantly, I’ll be encouraging the many friends and colleagues I know who own Rimowa to seriously reconsider the brand before making their next purchase.

This isn’t what luxury looks like. It’s what complacency looks like.

UPDATE – 21 July 2026

After posting this review, RIMOWA finally replied. What followed only proved my point.

16 June – They asked for a photo of the damaged case and my proof of purchase.
17 June – I sent both, exactly as requested.
19 June – They acknowledged the quality issue, told me the case is discontinued, and offered a full refund. I provided my IBAN the same day.
30 June – Still nothing. When I asked when to expect the money, I was told a "temporary finance/IT issue related to credit memos" was preventing the refund.
21 July – Over a month after the refund was promised, and more than six months since I first contacted them, I still have not received a single cent.

So to recap: a discontinued €150 case that fell apart, six months of silence, and a refund that was agreed to and then blocked by RIMOWA's own internal systems. At every step the fault lands somewhere else, a lost email, the wrong department, an IT problem. Never their responsibility, yet always their failure.

A brand charging luxury prices should be able to make a bank transfer it has already agreed to. When a company owned by the world's largest luxury group tells you a €150 refund is stuck on an "IT issue" for over a month, you're left with only two possibilities: either they can't, or they won't. Neither is a good look.

I'll update this review again if and when the money actually arrives, but I'm no longer holding my breath.

On Saturday, June 27, 2026, I contacted Samuela to request an exchange to the Titanium color. I contacted Samuela straight away after purchasing within minutes. In her reply she wrote:
"I understand you wish to cancel your recent
RIMOWA order. In order to assist you could you kindly provide me with the order number of the order that must be cancelled."
I immediately provided the order number and clarified again that I wanted to exchange it for Titanium, not simply cancel.
On Monday, June 29, 2026, she responded after I’ve been waiting for days:
"Please be advised that your order has already been dispatched. Should you still wish to proceed with a return, I invite you to
conveniently arrange this through your RIMOWA account on our website upon receiving the order."
She completely ignored my repeated request for an exchange, made no effort to check Titanium stock, offered no assistance with modifying the order, and provided no further communication. By failing to address or follow up on the exchange, the opportunity for a simple resolution was lost.
This handling is unacceptable for a luxury brand like
RIMOWA. Customers should not have their clear instructions disregarded, especially on a very recent order.
I sent this to Corporate and got no response.

I bought a hybrid Rimowa suitcase less than 2.5 years ago. Since that time it got metal plates pushed inside, its not closing properly and 2 weeks ago the case cracked next to two wheels. I wanted to go to Rimowa store but after one more journey as I was in between places. Sadly on flight into UK as well now one of the wheels felt off.. I straight away on Monday morning contacted customer service and they promised to send the wheel to my fly hotel by Friday - I am travelling now Friday through half UK and than Sunday need to fly again. I asked for tracking - no answer no tracking. I emailed again - I was told on Wednesday that it has been arranged - still no tracking. On Thursday I emiled few times as still no wheels and no answer - no answer. I had to call this morning and I found out that nothing was shipped and arranged. I said that I was chasing as I have strained back and I really cannot travel with broken suitcase as it is really bad for me and this is already very hard situation they put me through with saying this will be arranged as I could have done sth different if they would have answered any emails and said there was a problem. I was promised that this will be arranged for Saturday delivery... After 15h got tracking number which than after few hours is now showing that delivery of this wheel is for Monday by EOD... I tried to call the shop - which supposed to be opened till 19h - but at 18:50 h it was already closed the line. I tried to call UPS but after announced 20 min waiting it disconnected me... Now as I cannot travel without wheel and have no other suitcase with me need to use 4h of my time tomorrow to travel and pay for it to London... I thought Rimowa is a luxury brand with good service - but no... Not only suitcases are not really reliable nor is customer service and promises of sorting things. Very disappointing and bad experience...