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Business Profile

Luggage Manufacturers

Rimowa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage Manufacturers.

Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/08/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I called the RIMOWA support hotline to assist with resetting the combination but what i experienced was disgraceful and horrible experience.After spending over an hour on the call with both an 'client **** and transferred to a 'manager', none of the issue was resolved. I was given a 'case # ********' and i was told that someone would return my call within 24-hours, but after 1 week, no one ever contact me.RIMOWA is support to stand for quality, and 1st class customer focus, but what I have experienced after paying $1000+ for my RIMOWA case, it was most disgraceful.I'm writing this complain because - I think after this experience, customer should be aware of how horrible this experience was for me, and they should consider buying another, more reputable brand than RIMOWA.This company really don't case about customer support, only that they interested in selling expensive luggage without providing any support after the sale.

  • Initial Complaint

    Date:03/27/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order purchased on the 13th february, the total amount is 1566. The order was marked as delivered but not signed by me, after reporting this to *** and seller, there was an investigation opened by ***, after a long wait, *** has confirmed the package as being delivered to a wrong address and issued the claim to my favor, which means *** insurance has already paid out for this missing parcel as their own responsibility. However the seller is still refusing to help further and disregarding about the result of the investigation by saying *** needs to deliver the item back to them for the refund which is impossible as that has already been confirmed as lost. I AM CONTACTING TO GET MY MONEY BACK AS THIS HAS NOTHING TO DO WITH ME, THIS ACTION TAKEN BY SELLER HAS NO DIFFERENCE WITH STEALING, SINCE *** CLEARLY CONFIRMED THEY PAID TO SENDER.

  • Initial Complaint

    Date:02/18/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order PR02689132 on rimowa on Jan 15th and I still not receive the merchant. The tracking number for it is 1ZAG01264206040875. I checked the tracking and it shows it is delivered back to sender because of damage package. Until now, a month later, I still not receive my refund.

  • Initial Complaint

    Date:12/18/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered on August 13th, 2024, and the item was never delivered to my home. Rimowa claims that *** says that the order was delivered when it was not. I reached out to everyone in my immediate area as well as my community and the package was never seen or delivered. I need to be refunded for this purchase as this is a really expensive item that needs to be refunded or replaced. It is infuriating that they claim it was delivered when it was not.

  • Initial Complaint

    Date:12/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a suitcase from RIMOWA online in October and paid $1,685 with my credit card.I returned it on 10/23but it's been in transit for months so the seller started an investigation but they never found the lost suitcase I sent back. They made up an excuse saying the receipt from the post office is different from that on the tracking record to turn down my refund application. It's quite a shame on them because the return label was created from them so I couldn't even change any info on the shipping receipt and I have never been to the city they mentioned.

  • Initial Complaint

    Date:12/08/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    as I travel a lot , I needed a luggage bag so I placed order with Rimowa on Sep 5, 2024 for $3,048.50. as the luggage bag was not big enough for me I decided to return it and reorder with more suitable luggage bag model for me . I was on a vacation at that time so I returned the order from different place (***********, **) it's been a while and I was not refunded so I contacted Rimowa support to find out why it was taking so long to get refunded , they asked me to wait couple days and after they send me email message saying that they are refusing to refund my order as it was returned from another place rather than the address order was delivered on. I have read all of their return policy an terms and conditions it never states that it is not allowed for order to be returned from another location. anyways I don't understand what could be problem with this , this is super incompetent and unprofessional. Would be very grateful if BBB helps with this.

  • Initial Complaint

    Date:10/06/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dear BBB,I am writing to formally register a complaint against Rimowa regarding a recent experience with a damaged piece of Rimowa luggage that I purchased. The issue with the luggage arose due to a defect in its construction, which has resulted in significant damage to the product.I contacted Rimowa's customer service department to seek assistance with resolving the issue. However, their suggested resolution was for me to take the damaged luggage to one of their repair centers, located approximately 900 kilometers away from my residence, which is neither reasonable nor practical.Despite expressing my disappointment and frustration through their Instagram channel and requesting an alternative solution, I have received no response or acknowledgment from the company. It appears that Rimowa is unwilling to engage in meaningful dialogue or provide a feasible resolution.Given these circumstances, I am left with no option but to demand a refund for the damaged luggage. I believe it is only fair that I receive a full refund for the defective product, which has caused me considerable inconvenience and financial loss.I kindly request the Better Business Bureau's intervention in this matter to facilitate a resolution between myself and Rimowa, ensuring a fair and equitable outcome to this dispute.Enclosed with this complaint, please find copies of all relevant documentation, including photographs of the damaged luggage.I appreciate your attention to this matter and look forward to your assistance in resolving this issue. Please do not hesitate to contact me if you require any further information.Sincerely,***

  • Initial Complaint

    Date:07/24/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a trunk plus on 21 May 2023. The order number is PR02317593. I returned this order back to the merchandise because the size is not what I want. I used the return label that they provided (1ZAG01269005626672) and the tracking showed delivered back to them. Moreover, the *** investigation also showed proof of delivery. But they refused to refund me back. I am very disappointed with what I am going through. I hope the company will give me a reasonable solution.

  • Initial Complaint

    Date:06/26/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order PR02305312 was returned 5/17. The return was LOST on tracking 1ZAG01269020838950. On 5/31, the tracking "A claim has been issued to the sender for your package. Please contact the sender for more information."The package has not moved since. On June 12th Rimowa states the following:"At this time, the claim for this order has concluded as lost. Once a refund has been issued, you will be sent an email with the refund details"When is the promised refund going to be sent?

  • Initial Complaint

    Date:05/01/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a return request for the order PR02288737 for the amount of ******** on March 30th. I have given it to *** on March 30th. This is an urgent return and I was assured by the Rimowa agent that the returns process is fast and simple. It is now May. I have returned both my stuff and Rimowa has not refunded me. This is unbelievable. Rimowa has not only pocketed my money but has taken my goods too. They have double dipped me. How can a luxury brand as esteemed as Rimowa do something like this to me? I have been waiting for over a month for my refund so I can buy a different size luggage but after this experience I am never shopping at Rimowa again. My fiance really wanted a rimowa luggage and we decided we needed a different size and now we are being screwed over. Rimowa has not only taken my money and my luggage, but has ruined our vacation. I knew I should've trusted my gut feeling and bought Tumi. They would never do this to their customer and treat them like dirt like ********************** does. Rimowa takes 5 days to answer emails and they barely help. This is unbelievable as my flight is in about 2 weeks. This is unacceptable. How can a luxury company do this? They have issued me bad return labels or something. This is unacceptable and if you are thinking of purchasing from Rimowa I highly recommend shopping elsewhere. They will do nothing to help you and pocket your money and your items if you do a return. Please do not purchase from here. Please purchase from Tumi or a different luxury brand. Rimowa is horrific

Rimowa is NOT a BBB Accredited Business.

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