RIMOWA Store 表参道 — Local services in Tokyo

I’m so disappointed for what this store treated to me yesterday afternoon (Sunday, Feb, 16th, 2025). I’m a registered client of this brand and I really love my suitcase that I bought here. Yesterday I recommended my husband to buy one due to our relocation to London soon. However, we were told that people couldn’t enter without an appointment, otherwise another 20-minute waiting outside! We said we just want to take a look, they told me that « for safety reason », what a JOKE ! HOW DARE YOU?!?!

IF YOU DON’T HAVE ENOUGH STAFFES FOR WELCOMING CLIENTS, THEN HIRE MORE ! WHAT A JOKE !

AND, I don’t want to have your reply which sent to other clients who had the same experiences, you are doing your job like an AI ! We have enough AI to do much better job if you couldn’t or you DO...

I live in Tokyo and have tried to get into your store several times. The reservation and line concept is a BAD idea. Yes, you’re a high end luggage brand but you’re not Chanel, LV Hermes, Dior, Gucci, etc. From a retail and experience perspective, people want to have the first hand experience of the brand and what they get is “wait in line” or get turned away at the door. Meanwhile, there is never more than 3-4 customers in the store when you form the line. This manufactured desirability to a line trying to give an appearance that RIMOWA is some rare bepoke luxury brand is ridiculous and bad business. What a failure- and your reviews...

Unbelievably rude and unprofessional. I stopped by to buy a suitcase before a flight and was treated like an inconvenience for not having an appointment. The staff informed me of a 30-minute wait, even though the store was nearly empty with only three other clients. This pretentious behavior is emblematic of how far the brand has fallen since the LVMH acquisition—manufactured exclusivity, fake queues to create artificial hype, and appalling customer service. Save yourself the frustration and head to the Ginza location, where the staff are actually helpful and polite. This store is an embarrassment...