RIMOWA

During our last transatlantic flights, both our Rimowa luggage were badly damaged (I will not name the airline and the handler). After hundreds of flights and loyal service, it was time to visit the Rimowa store in SOHO and see what could be done. The service has been amazing, from the onset. One piece of luggage could be repaired, one piece could not. We took advantage of the recrafted offer and bought a new aluminium trunk. The other luggage was repaired promptly and is now ready to fly a few more times around the globe. The whole experience at the SOHO store was just amazing. The store is a destination in itself. I work next door and I must say with this relocation on Mercer they have done a great job. I cannot thank enough Abby and Ron for their friendliness and competence, but also the tech staff and Ayana. I strongly recommend this particular store. We have been Rimowa customers for over 20 years and this is the best experience we had. It is now time to give some patina to this new trunk, get a few bumps and scratches as it should, ideally in the most remote places of the world.

Amazing Customer Service. Gave me a lot of information. The staff was very supportive. If anyone is looking for advice I would actually not recommend this brand. I was interested in Rimowa because of their lifetime warranty because I travel a lot for work and the global care was really important to be able to navigate repairs on the go. Unfortunately their policy does not cover airline damages unlike their competitors Briggs and Riley. I have a Polycarbonate Check in L luggage that has broken twice in 4 years beyond repair which feels like a design flaw in my opinion. The warranty only covers one replacement, so now I'm left to fix it myself. I appreciate a global brand due to my work but unfortunately full cover warranty is not worth it.

I had such a wonderful experience with Aiko at the RIMOWA store in Soho. I called the store trying to purchase the Ballerina Pink carry-on, which was nearly impossible to find since it was sold out everywhere. Aiko was incredibly helpful from the very beginning so kind, patient, and genuinely invested in helping me. She went above and beyond to secure the carry-on for me and had it delivered to my home just a few days later. The entire process felt seamless and personal, and I truly appreciated her professionalism and care. Thank you so much, Aiko, for making what could have been stressful feel easy and special. Exceptional customer service!

As the owner of 4 Rimowa suitcases, I do not recommend that anyone purchase them. 3 of my 4 have required repairs and this store does not answer their phone nor respond to emails. Given the high price, low quality and absolutely no customer service, don’t buy Rimowa. Currently, I am unable to resolve my latest damaged suitcase because Rimowa’s “customer service” team will not answer my emails nor pick up their phone. Should a suitcase really break with less than 10 uses?

Stopped in RIMOWA looking for a new carry on suite case. Customer service was excellent, the salesperson showed me several different models and explained the options and prices. The case was expensive, I hope it holds up well and delivers many years of use

This luxury item is so expensive, over $1600, and it ended up like this after my first use! It's not fit for purpose! And they're shifting the blame to the airline! Is this expensive suitcase made of glass? Does it get damaged after just one use? I want to file a complaint against them.

I'm extremely disappointed in Rimowa's lifetime guarantee, which seems to be a false promise. We ask for reparation of our 2 suitcase, they refused to repair... where is the promised life guarantee and empathy for customers?? Rimowa's lifetime guarantee is a joke. We're done with the brand and will be sharing our experience with others to warn them about the poor quality and lack of support

We had some issues with our luggage. Both suitcases needed a repair. One was not repairable anymore. We did a trade in for one and got the other one repaired in time to fly again. The stuff was extremely helpful and service oriented. Thanks for all your support.

As of November 6, 2024- Reviewing just to share that their free passport Photo Booth is down; they're apparently waiting for a specific part to fix it.

4 stars!! I had a great experience with Isaiah who is a sales supervisor. He greeted me when I came in the store as I was curious about the hype of all the plastic looking luggage I've been seeing while traveling. I read the other 3 reviews and it was too bad Kim had a poor experience. I'm sure she wrote an honest review as she is an Elite Yelper with usually high ratings. "Perception is Reality" and things are not always perfect. The other reviews were on par with my experience. Isaiah was outgoing, knowledgeable, courteous and answered all the questions I threw at him. He was very proactive to explain all the different styles and materials and demonstrated the flex system. Currently I own Travel Pro and they have serviced me well for several years. Rimowa offers both "Polycarbonate" or "Aluminum" with numerous styles, sizes, colors. You can customize the handle colors and materials. You can customize the wheel colors as well. The sizes vary up to 30 inches and they have larger trunks. The Polycarbonate are very light weight and I think about 25% to 30% lighter than the aluminum. The luggage have a lifetime warranty and if the polycarbonate cracks there is about a $55 repair fee. Otherwise you're pretty well covered. They have TSA locks. And a patented flex system to organizer your clothes and luggage. The store is stylish, clean, minimal in design and fits in well with the other high end stores in Soho. From my experience I would highly recommend Rimowa in Soho and if I decide to purchase their luggage I would come back to the store and purchase it from lsaiah.

I'd avoid Rimowa at all cost if this how they treat customers. My experience at this store has turned me off from ever being a Rimowa customer. I wanted to go look at their cabin carry on in person rather than ordering directly from online. I came here on a Saturday (where it states online they're clearly open until 6pm). When I got there, there were people inside and 2 girls in front of us in line. Legitimately 5 minutes from us standing in line, their security guard/door men opened the door and let the two girls in. Right after he let the girls in, he took out the sign (pictured below) and placed it right in front of our faces without saying anything to us. It was only 3pm...We were confused and thought if they suddenly closed for customers, the most he could do was say, "We're closing for the day." None of that happened. He just rudely put the sign out and slammed the door in our face It was very apparent Rimowa "didn't want our business." We also saw him reject a girl and her mom from entering the store too a few minutes after we left the line... We went shopping elsewhere and passed by Rimowa around 5pm and there was legit a new set of customers inside Go to Tumi instead. They'd never treat a customer like that and to be honest, their aluminum luggage is better than Rimowa's anyways (especially their lock system).

Clean store with good inventory. Had a good experience coming in, looking at the baggage, and asking a few questions.

Extremely rude staff. Went in to look at the product and was curious about the passport boot as the light was on in their display; obviously advertising it. As I open the door to the boot, I get yelled at by the guy with the beard and ask what I'm doing and that the boot is closed. That is understandable, but no need to have that attitude for inquiring about something they advertise to offer! The product is also unreasonably heavy and fragile. I'll consider other brands next time

Staff seemed nice enough on the day I went. I'm sure it's annoying when someone goes in for free passport pictures instead of them making a sale.. but still no one was rude about it the day I went. The machine itself is very slow. It kept freezing, picture also took so long to print out even after the screen cleared and started over for someone new.

You pay for what you get. Bought into the one of those new Direct-to-Consumer travel bags that broke a week into my month long trip to Asia, with no one from their Customer Service team responding to any of my my emails/calls. My Rimowa Cabin case, on the other hand, has been my go to carry-on for almost 10 years. The team at the SoHo location (shout out to Alyssa) is nothing short of professional, courteous and friendly to say the least. Any minor repairs were done so as a courtesy by Alyssa and with locations in almost every country, you know you're in good hands if/when anything were to happen during your travels. Rimowa fan for life!

Many thanks to lovely assistants providing me generous help! The locker of my suitcase was broken, and I took it to the nearest store to see if they can help. Three assistants expend huge effort in open the suitcase so that I can get my stuff out. Thanks again!!