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.