RIMOWA

I have been a very happy customer of Rimowa for over a decade, having purchased over 11 suitcases to date and used them without much issue. This sustained satisfaction was brought to an end due to the disappointing service standards experienced at this Boston store. I had brought in my trunk as some of the plastic studs on the bottom and back had came off, exposing the sharp screws that have injured me and others a couple of times and damaged my parquet flooring at home. Though it was not the latest model, the Frankfurt store had recently offered to fix it for free but was unable to do so then as I was enroute to the airport and the suitcase had contained belongings. In addition to having offered free repair, the Frankfurt store also replaced the light grey wheels with black ones to match my other Rimowas, completely free of charge. I also had similar excellent service in other stores around the world - London, Singapore, Hong Kong, etc. When I was last at this store a couple of months ago, the staff repaired a dent in my aluminium trunk at no cost, though this other trunk was out of warranty and it involved more work than replacing a couple of plastic studs. This time, I brought my suitcase in and had my details taken down. The staff that attended to me then said “you’re all set”. There was no mention of any charges at any point, so I had naturally assumed it would have been complimentary as I had experienced previously at this store, and in other stores. A business does not take in a product and say “you’re all set” without informing the customer of any (potential) charges and then continuing with repair works. The store shortly afterwards rang me to inform me of the cost of replacing the inner lining (separate issue which I had enquired about in store). I then asked to be sure if there were any charges for the repair of the plastic studs and they quoted me $150. I asked why was I not informed of this in-store or on the phone call until I asked, to which no satisfactory answer was given. I then requested to discuss the matter with the store manager, who was not around. A few days later, I finally managed to speak with the assistant store manager, Dengi, and he gave me a long list of excuses as to why they had to charge for such a simple repair. I then explained my experience in other Rimowa stores, but he insisted that the charge remains. I then informed him not to carry out the repair and that I would collect it later in the day but he said that the repairs had already been done and he will ask his staff to undo them. Imagine paying $2450 for a suitcase and having to deal with the pettiness and stinginess this store has. Repair had already been carried out (though I had said that I would first discuss the matter with the store manager), and they would undertake additional work to undo it because I did not agree with the repair fee. What took the absurdness next level was when I returned to the store to have my trunk picked up. Dengi told me that perhaps they would consider doing the repair without charge if I purchased something from them. Goodness, such low-level sales tactics. If you need any after-sales support, don’t bother coming here. Even cheap brands like Tumi, Samsonite or Delsey would provide better after-sales service.

A Rimowa purchase is one I've long considered. For years, I immersed myself in far too many articles and videos about the differences between Classic and Original and carry-on vs. check-in. Armed with all the knowledge the internet can convey, I finally visited the Boston store. I worked with Kathe Berkeley who answered all my inane questions with the expertise and patience of a true professional. I'm ecstatic to finally own such a fine piece of luggage. Thanks Kathe, you made the experience a memorable one.

Absolutely awful experience. Wasted a full day communicating with this clueless store - when they even answer their phones. I’ve been a Rimowa customer for 10 years with the metal large cube and all other metal classic line trunks (with which I’ve never once complaint on how quickly they scratch and bend and are way too heavy etc - but perhaps now will). Unbelievable that they couldn’t arrange a time sensitive gift for a client for delivery. I called from NYC for a purchase in Boston locally for a reason. After giving me and my assistant the run around all day their store manager, Benji (what he claims to be but I don’t believe that even as he sounds like a kid) - told us that we need to come in in-person unless we have a purchase history. I have a huge history with the brand as confirmed by him directly and the he goes and says that I still need to come in in person - which is not feasible as, again, I’m in NYC and for the exact reason that I need the bag in Boston delivered - I am calling this specific store. Again - all which was confirmed to be possible since the morning and we’ve spent hours selecting the right product and checking availability of such in this boutique. Not only a loss of a customer and sale - a gigantic taint on the brand as a whole. Super shame and I doubt the Newbury store should be closed as it serve 0 purpose to be locally in Boston to fulfill orders for real global travelers.

Big fan of Rimowa. But I had dragged mine halfway around the world and needed a new wheel. Mean cobblestones of Boston. Michael and Nick at the Boston store could not have been nicer or more professional. Offered a same day fix! Who does that anymore? Modern luggage with old school service. Works! TY.

Mike was wonderful helping me replace a wheel! Was in and out in less than 10 mins!

I am a flightcrewmember and had a problem with my aluminum RIMOWA. Went to the RIMOWA Shop and was overwhelmed by the service of Mike - store manager and Kathe. Within hours, my suitcase was not only repaired (guarantee), but also sent via courier to my hotel. Thanks to all the RIMOWA staff in BOS for your excellent performance. I truly know, WHY I choose RIMOWA for decades...

I am a new collector of Rimowa luggage. And the customer for life . my experience in the Boston store was first class.Dengi was our sales associate and I couldn’t say enough things about him patience, professionalism, informative, or just a small amount of his attribute. My wife and I rove three hours from Saratoga New York and I would make that drive the next time I purchased anything associated with this company quality of the luggage and accessories are far beyond my expectations.

We have a very old version Salsa (over 10 years). The handle wasn’t working and we totally forget the lock combination. They were able to fix the handle in couple of days at around 100 bucks or so and we also got the a new lock for free. The staffs in this store are super friendly and helpful. We have several Rimova suitcases and very happy with the products and services.

Thanks to the guy who helped me get the order I already payed for. To the lady who was to unbothered to help me get my luggage from the back room - do better! You should consider a career change. There was one person in the store. It took the man less than a minute to get it from the back and take my signature.

Mike was great! I love this store. Mike was very informative and really broke everything down for us and explained all the different models and features. Thank you for all the help! So stoked with this hybrid check-in!

Year ago I bought a luggage in Rimowa, and recently I have noticed cracks on it. I dropped my luggage there for repair, after couple of months they have repaired it for free

Absolutely one of the best stores on newbery St. The Asian sales lady is super nice and friendly. We didn't buy our Rimowa at this store, but brought the luaggage damaged by airline. The Asian lady helped us on repairing, she answered all our questions very patiently. She is one of the best sales I ever met. Great brand, great store, great service.

I have been so pleased doing business with the Boston Rimowa store. I have worked with the store manager, Ivan on several purchases and a repair . He has been amazing with great service, follow up and just being a thoughtful human. I always recommend your product but specifically Ivan and the Boston store. PS Rimowa completely stands by there warranty even when a small airline did damage to by bag.

Ivan the store manager is the best. I had a client that ordered a bunch of luggage. I went to pick it up but because of the Pride parade I wasn't able to actually get there he was kind enough to meet me a few blocks away to bring the luggage to me. Thank you again Ivan you saved my day!

I was desperate for a new suitcase and found this place on a google maps search. I wasn't expecting much, but I was wrong. I love my new Limbo suitcase. Customer service was 5/5, I live a couple blocks away and planned to do more shopping, so the guy who helped me look at several different bags then offered to personally deliver the one I bought to my doorstep. The bag is awesome and I'm really excited to use it. Great colors too.

Great staff that provides phenomenal service when it counts most... After the sale. I travel a lot and my luggage takes its share of beatings despite my best efforts. Carlos is the in house tech for repairs and provides a night and day experience vs tumi. Carlos is the single best reason to buy from the store here. Rimowa is not cheap but it's a premium product that's backed by premium service that's responsive and effective.