K O
Google
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.
