RIMOWA — Local services in New York

I received a message that the wheel that I needed to replace one that didn't hold up as expected for $1000+ suitcase wasn't available. They replaced it with one that is not nearly as nice. Since the original wasn't available, they sent a set of 4 that now no longer match my second suitcase. When I shared that I was unappy that my other suitcase is no longer a match, this was the response from Andrea Cadiz - Team Lead Client Care Coordinator was: "this is more of an aesthetic issue and not a repair problem, we will not send a set of four new wheels. If you would like, you are always welcome to purchase four new wheels to match."

Huh? People buy suitcases that match and now mine don't because Rimowa discontinued my wheels. Now they want to charge $42 per wheel for a second set so they would match and now the suitcases look stupid and mismatched side by side.

Thanks for nothing Rimowa! You should be ashamed for charging so much and then not taking care of your customers when you fail to have what's needed to make things right. Really? You can't spare 4 wheels to fix a problem that RIMOWA created? If you had my original wheel in the first place, none of this frustration would be an issue.

Andrea Cadiz - You should remove the title from your profile because "Client Care" doesn't seem to fit this situation.

UPDATE to those reading my review: I contacted Rimowa immediately when they responded to this review and did not get a response or any acknowledgement, whatsover. Is there anyone higher up who can investigate whether there was an attempt to hide/delete my email? Curious that I got a reply on here so quickly and when I reach out directly I don't...

Rimowa as a brand has always been at the pinnacle of design, functionality and durability when it comes to travel luggage and essentials. Best known for its iconic aluminum suitcases, the brand also offers lightweight polycarbonate versions for anyone who wants to own the iconic design, but at a more affordable price.

When it comes to range in selection and service, Rimowa stores are the way to go. At the Madison Avenue store, not only will you be able to choose from a wide selection of products, but they also offer repair and in-store personalizations as well. Although, Rimowa products may appear to many as being premium, what separates them apart aside from the iconic look, is their after sales client care, which is world class.

After owning a Rimowa case for a little over a year, I decided to bring it in for service after noticing a dent with my telescopic handle. The intake process was quick and seamless, and the client care expert was quick to return a quote. The service time was reasonable given the shortage of materials impacted by COVID delays, but what made this service experience world class for me was how the Client Care team and store manager handled my issue upon pick up.

While picking up my case, I noticed an issue non-related to the repair work, that was not there prior. Now, the client care team and store manager could have easily denied responsibility for the found issue and return to me the case as is, but they sided with the customer and went above and beyond to right the matter. It was through this experience that I now see what the Rimowa brand is all about. True luxury and World Class...

Tl;dr Just order online. The luxury store experience is not what it should be.

I don't have a sales associate with Rimowa and because it was going to be a quick transaction, I wanted to order two suitcases from the new Petal collection online. Because I wanted to take my suitcases to Italy next Tuesday (it's Thursday), normal shipping wasn't going to make it on time and the express shipping was going to cost $65. I work in the retail industry and we overnight or two-day deliver items to our clients all the time for free so I was hoping a store associate could help me with that.

I came in at 10:15 AM and they were already busy with clients so I looked around for over 10 minutes until someone freed up.

I told them that I wanted the Cabin and the large Check In shipped home and that I'd be on my way. Like online, they charge for expedited shipping so I settled for regular shipping since it wasn't going to make it for my trip.

They only had the large Check In available because they already pre-sold pieces to their existing clients. Again, I work in retail so I understand that perk. I asked if they could order the Cabin suitcase to ship to me and they said they weren't sure if they were able to do that. I don't understand how a LVMH company doesn't have that capability when every other luxury company is praying their clients will settle for that.

I regret coming in because I ended up just ordering it on my phone while I was IN THE STORE IN FRONT OF THE SALES ASSOCIATE. No wonder stores are losing out...