Rimowa

Went to Orchard Road and visited the Rimowa store there to purchase my 4th suitcase from the brand. I have owned a Classic Check-In M for almost 5 years now (bought from Rimowa in Suntec City, which is now permanently closed). That luggage served me well for my last few travels pre- and post-pandemic travel restrictions. I also have a more recent purchase of a Classic Cabin S and an Original Compact in my collection I came in to the store around 5-6 in the evening. There were only one or two other customers browsing around. I was immediately welcomed by JR who was kind enough to show me the trunk-size suitcases I was looking for. JR was very patient and open to all my questions. He was able to explain to me well the pros and cons between each item I was looking at. I was able to make a decision within 15 minutes, and chose the Original Trunk S. He then arranged for the delivery of the new luggage to my home the next day, which arrived promptly in the afternoon. I am very satisfied with my recent purchase. Appreciate the outstanding service and professionalism.

Once again Rimowa delivers excellent post sales customer services. One wheel on my luggage got rusty and could not rotate. The wheel was fixed within minutes at the Mandarin Gallery store. The staff took the effort without me asking to replace all the screws in the 4 wheels. The efficiency of the lady staff is commendable. Both her and the male staff are friendly, greeted every customers with a smile and very professional. Once my lock when missing after I returned from my trip to San Francisco. It seems the custom opened and inspected my suitcase without putting back the lock. I had the lock replaced at the Sydney store free of charge. Thank you Rimowa. ⭐️ ⭐️ ⭐️ ⭐️ ⭐️

I have all Rimowa luggage but when a small part of the shell is cracked then Rimowa will blame the airline but airline says it’s not them so if you were going to pay $800++ for a luggage then at least you are expecting them to fix it not blame the airlines and especially when I went to the repair center and They did not have the glue to fix it but told me I have to wait for two months for the glue to come or the alternative is for them is to get duct tape and to fix. Unacceptable!!!!! A high end brand who does not take responsibility and accountability for the quality of its product is a very poor brand and when I asked the repair and the sale shop for the headquarters email they told me just go online and click on contact us. Remote want you have lost a loyal customer but perhaps you don’t care

The store looks and feels premium, as it should be. Every product is sufficiently spaced out, and they even have a 2nd floor client centre here. That said, upon finding out that we were simply browsing, the service staff switched off and just stood by the side, answering questions hyper reactively with single word answers. As much as yes, my partner and I looked like we were browsing (we were looking for the Rimowa iPhone cover), and I was wearing teeshirt and shorts, but it's just not what I'd expect of service staff from a premium store. Some of the best service crews have found creative ways to strike casual conversations, and sold me narratives and stories in the process, to help me better appreciate the brand and their products with effective questioning. All said, very easily fixable, if the retail manager wants to that is.