TSA broke 3 suitcases and we showed up with no appointment and they had them repaired and couriered back to our hotel in under 3 hours. Incredible! And the repair was covered by warranty. If I could give them 10 stars I would. read more

Typically I am treated well, but on this extremely cold day ... at this particular location I was treated with such disrespect. Exceptionally poorly. Although I have a "Lifetime" guarantee and was told in advance to come from the west village to this specific location I was treated like a thug a thief. Like whoa ... Management was clean smelled good .. well dressed well spoken but ultimately went along with his disrespectful uninformed and in kind staff. I'm disgusted. They sold me a year old luggage and I was non the wiser then had the nerve to tell me to take it up with the airline. I don't know anyone has been disrespected in such a way at the store in fact I'm only heard good things. Even myself I have not had any issues .. but nothing I purchased from them had gone bad yet. Extremely disappointing and inconvenient to say the least. I would honestly like to blast the staff members' photo but I'm gonna be kind. Although that's something that they cannot manage at this location. NEVER again. read more

RE - repair. We were expecting to drop off and pick up later in the day, but they said they can't hold the suitcase so my husband had to wait around for repair (about an hour) while I headed to the museums. Then he had to bring the suitcase back to our hotel and meet up, wasted almost 2 hours of our vacation day. Would've much preferred being able to pick up later in the day on way back. However, repair was excellent. read more

I had a really nice experience at this Rimowa flagship location in Midtown East. The service was excellent with the staff willing to go over items, what type of bags are best suited to your use case and what are the drawbacks of each case. They also offered a nice selection to choose from and being a longtime owner of my Rimowa bag, I was quite pleased with this. Especially in comparison to the Beverly Hills location where it feels like they're doing you a favor by speaking to you. While one can consider the value of their bags to be overpriced, I think if you're a frequent traveler you will come out on top if you invest in one of their bags. read more

Terrible quality and construction. I've had two barely used Rimowa suitcases damaged beyond repair in the past year (one badly dented and the other cracked). The lifetime warranty is extremely limited--it only applies to the wheels and handles, and does not apply to the case itself. The director of the Madison Avenue store is extremely rude and unhelpful. The cases may look good, but they are not well constructed. I will be returning to Tumi. read more

Rethinking "Luxury" customer service I've been a Rimowa customer for years, and while the luggage itself is exceptional, the company's approach to customization is a failure. If Rimowa wants to expand into personalization to appeal to Gen Z and others, they need to get the basics right. The fact that they can't even keep simple stickers in stock online is infuriating. These are stickers--not precision-engineered aluminum cases--and they've been unavailable for months. I've reached out to customer service (including a kind employee named Serena, who assured me it was a blip), but the underlying issue remains. A brand under LVMH should not be struggling to produce and stock basic accessories it actively promotes. It's disappointing, unnecessary, and makes you rethink what "luxury service" really means. read more

Had a great experience with the most knowledgeable advisor ! If you go please talk to Dashwan Mercado Ramirez. He helped me pick some awesome pieces. read more

RIMOWA - Accessories Near Me - New York, New York

Jason was a fantastic salesman. He was very helpful and professional. I'd buy from him again. Jordan read more

Helpful store associate, but I had to ask several times for help. When we walked in, no one greeted us and offered to help, which, as a hardened NYer, didn't super offend me. However, for an expensive luggage brand, I expect more from their front-of-house and associates. Luggage is nice, but the plastic feels no better to me than Away. The winner for Rimowa is the titanium, although I've been told the locks have issues often. The selection in the store is the greatest I've seen since online, and go here unless you want a smaller selection at Bloomies. read more

Tl;dr Just order online. The luxury store experience is not what it should be. I also ended up getting my suitcases the next day after ordering online with regular shipping. 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 to e-commerce. read more

The customer service I received from the team at NY Madison store was superior. Gregory immediately assisted me with my Classic Trunk luggage when I walked into the store I had arrived in NY, from Nice, France with one of the locks on my checked luggage broken, and secured with stay safe tape. Gregory, Sully and the other employees were kind, delightful, professional and understanding, as I was only in NY for a couple of days. The Rimowa team at the NY Madison store, represented the brand, Rimowa with excellence...showing that the brand loves each of their customers and will forever be here if needed. read more

Madelyn has provided exceptional service and support with repairs and purchasing new items

Any time a white male wants to use force to solve his ego problems against a minority, it's a problem. This was just luggage. Rimowa luggage. At Madison Avenue. In New York City. This white male manager threatened to use his two store body guards to take me out of the store. He was showing me how well he could manipulate a situation. It was uncalled for, and he escalated what was suppose to be a manufacturing problem with their luggage in to a dangerous situation for me, being the lone Asian female customer, with no witnesses, no protection, against this Rimowa gang of unfulfilled employees and two large male bodyguards. I took out my video to record them in an efforts to protect myself, grabbed my bag, and left the store to prevent anything dangerous from happening. It would be one thing if I was throwing stuff around the store, being violent, or even screaming at them. This is just luggage. Overpriced Rimowa luggage. I was so happy to buy my first piece, because Rimowa positions itself as such an elevated travel experience. But ever since I bought mine, the same wheel keeps falling off. This has gone on for 2.5 years. It's already been to their Rimowa warehouse, and still the same wheel keeps falling off. To glue it back on again would still mean it would fall off. And even tried to empathize how it's not a dramatic life issue comparative to all of life's issues... but for a luxury luggage Rimowa store, luxury luggage should probably be taken seriously. But it was my kindness that was being taken advantage of. Rimowa offered to glue it back on again. Even offering to do it for free like they were doing me a favor... but they weren't because my luggage is still under warranty and repairs are still free and that this same damn wheel shouldn't constantly be falling off to begin with, let alone consistently for the past 2.5 years. But what could I do? The blonde male manager gave me the solemn tight lip smile, looking at me like I was some spoiled rich consumer, and that he was taking care of it the stupidest way possible because he hated this perceived life he had of me. I tried to acknowledge that this luggage isn't my life, but it's a pain to deal with an expensive 3 wheel Rimowa while traveling with shitty customer service. That if he were just to glue the wheel again, I might as well sell the Rimowa because it's useless, I don't trust it anymore. But alas, he did not give a shit to actually help the situation, and was just going glue the damn wheel back on. As another employee was intaking my warranty Rimowa, I started to feel like my kindness and understand didn't work in my favor. "So you don't have history with the bag?" the employee accused me. My Rimowa luggage is registered, and has already been to the Rimowa warehouse to be fix for this same damn wheel, and there's over 30 emails to prove it. I definitely have history with this bag. My bag is in the system, she's making a mistake if she can't find my file. I've worked in customer service and know what it entails to find a customer file. Sometimes you do, and when you don't, you ask for more info to try to find that file. What she was really doing was accusing me of not being a real customer. She said it with such attitude, that was it. "What are you accusing me of?" "I'm not accusing. I'm just saying you don't have history with this bag." Gaslighting. "You know what, I'm not satisfied with this solution. This luggage is obviously defective." She brings in the manager, who gives me that same tight lip smile like he's better than me, and pities my problem with Rimowa without offering solution because that's how he gets even in life. Like he hates his customers so much, he stays in his position just to give Rimowa customers an awfully gaslight toxic time. And perhaps that's why he's the manager because he prevents Rimowa actually fixing their luggage and losing money. Which is an awful tactic to save money. "If you keep talking like that, I'm going to have the guards take you out of the store," this white male so smoothly rolled off his tongue to a single minority Asian female who was alone. Instead of fixing the problem, he power tripped to show just what he could do to manipulate the situation. read more

Poor quality product. Thin plastic and cheaply made. Went on first trip and checked luggage coming back and suitcase puncture, paint scraped off, plastic casing badly scraped. Spend your money on something else. No customer service when I tried to contact them. As bad as AWAY luggage. read more

See all

Definitely not the experience you want when looking to shop a luxury luggage company. Brought in a repair that was immediately denied by an overly eager to disappoint associate--although it is a manufacturing defect as the case cracked during travel. I was hoping to have it repaired and purchase a new larger version as well but ended up not getting a repair or spending any money with them. read more

Excellent excellent service. Jessica, Julia, and Justin B went especially above and beyond my expectations. Super kind and attentive! Cherry on top was that they were able to fix my luggage in less than a week and at a very minimal cost. read more

The service I received today from Rimowa Midtown was both professional and customer service oriented. Eric, in particular, took hold of the situation and handled my issue in an effective, efficient, and understanding manner. I could not have wished for a more professional approach. Touché to Eric and his wonderful team ! read more

I stopped in yesterday with my very well used Rimowa. The lock wasn't working and the wheels didn't go in a straight line anymore. The service I received was fantastic. They fixed the lock, replaced the wheels and I was on my way in about 20 minutes. And all of this was done with a smile and no charge for the repairs. read more

While visiting from Los Angeles, I made it to this Rimowa store on a busy Thursday night. Eleanor Li was wonderful in explaining and showing me all the different luggage options in great detail. She was very patient and thorough! I learned much more from her in a short period of time versus spending last night watching YouTube videos and doing my own research. Everyone here was friendly and helpful; I'm so happy I came here to buy my first Rimowa! They will even deliver to my hotel. I'm surprised with some of the other reviews. All I got was professional service!!! read more

Do yourself a huge favor...pass on these expensive cheaply made Chinese bags. Ridiculous quality. read more

RIMOWA - Save yourself a lot of trouble. Don't buy these overpriced bags made in China. Maiden voyage from San Diego to JFK today.. - Accessories Near Me - New York, New York

I took a damaged suitcase into Rimowa over a month ago, and it took a long time to be recognized in the store. They clearly privilege new customers making purchases over existing customers who return with a marked up damaged suitcase? Then I have found that they do NOT reply to emails about the pick-up of repaired luggage????? These are great suitcases that are priced very high --- too bad customer service over damaged goods is not in line with the high price charged for the products. read more

It is the flagship Rimowa store with the entire collection at your fingertips. Sadly the sales people have an attitude that they could care less about a sale! First, I brought in a piece for repair and the exchange was painful. As if it was my fault that the suitcase didn't withstand the torment of airline baggage handlers. Nevertheless the bag was less than a year old and they did their best to repair. A week later, ehen picking up my repaired suitcase, I was interested in a bossa nova piece. The salesperson could care less about my interest and didn't even offer to show me the item. I had to lift and unzip it myself to view the inside. Decided to buy this item elsewhere where I know my money will mean something to an interested sales person who actually listens and is attentive to customers. read more

Was excited to have a local store and repair center for my growing collection of Rimowa suitcases. But alas the store was a disappointment. The internal zipper on a two month old Rimowa broke and this store wanted to charge close to $100 to repair. I've never previously been required to pay for Rimowa repairs much less to fix a defect on a new product. The store carries the full Rimowa line in a wide variety of colors. read more

I should start by saying that I have had my Rimowa luggage for almost 8 years, and I still adore it. Two zipper pulls came off this year, so I went to this store where they said they could easily replace them. I was BLOWN AWAY by the amazing service by the manager, Shannon, and the client coordinator, Andrea, so much so that I asked for their names so that I could write this review. They told me it would take 20 minutes to fix, so I went to Starbucks (which has become dysfunctional -- really, 85 degrees and no cold brew?!?! -- but that's a different review), and by the time I came back, it was finished. They were extremely fair with the price as well. It's rare to experience such great customer service -- I will only buy Rimowa from now on. read more

Unknowingly changed my lock code and brought my luggage to this store. Daniel helped reset the code immediately. He was extremely helpful, pleasant and even shared a few tips. Great customer service! Highly recommend! read more

Went there to repair my luggage bag with gasket problem.The staff were kind enough to suggest repair on the dents too without having to ask. Good service and friendly. Thanks again to Daniel and Andreas for coordinating the repair. Great employees and team makes a good brand. read more

Great staff , super nice and very helpful !! Love there products and in combination with nice people there its really pleasure to shop there . read more

I had a Rimowa 32inch Salsa Air with warranty about to expire in a few months.. After so many trips (to more than 30 countries), it broke the wheel corner. It can not be repair. I provided the receive to the store. Within 20 minutes, I left the store with a new luggage. I am impress with the professionalism of the staff, and selection availability of Rimowa products. Thank you. read more

Delivery service is terrible!! I sent my luggage for repairement on Saturday morning. On the same day, the staff said the repairement was finished. He would deliver the luggage on the next day and call me for the delivery time. Then the next day, there was no call! Later on that day, I called the store and the staff said my luggage cannot be delivered today with lots of excuses. The point is I stayed at home all day waiting for the call and to receive my repaired luggage. This messed up my whole work schedule. read more

The telescopic handle on their luggage is garbage. Breaks so easily. Avoid any of their luggage that has this type of handle, it is guaranteed to break. I have two Lufthansa Rimowa bags with this type of handle and they both no longer work properly - a slight tap on the handle causes it to collapse down (even without pressing the button on the handle). The rest of the bags that have with the fixed adjustment handles are fine. read more

Fantastic experience! I have been a fan of Rimowa Luggage for YEARS, but had never purchased a piece because of the high price. That all changed last weekend when I visited the Rimowa store on Madison Ave. The staff was extremely professional and my sales associate, Daniel, could not have been more helpful. I bought my dream suitcase (a 30" Limbo) and then seeing a smaller companion piece (the business/documents multiwheel) on my way out, purchased that as well! The staff and I had a good laugh because I told them how many times I had been in their store before and never bought one....and now I own TWO pieces! LOL. The store had my new luggage delivered to my hotel and it was there within the hour. Airline travel is a bit easier now with my Rimowa(s) read more

Fantastic experience! Long time Rimowa owner, took my suitcase in for needed repair and George offered great customer service Not only were they able to take care of my repair, they had it delivered by the promised date! A great addition to ownership of Rimowa luggage read more

This is a great luggage store. And George ( if I remember correctly his name) is a wonderful individual. Sales and service par excellence. Everyone should have a Rimowa bag. Yes, its expensive, but worth it. Do what ever you need to to get one. Work a little harder, earn a bit more money, save, and then walk in here and buy one. Once you use it, you'll discover what the fuss is about. And won't go back to anything else. And a toast to the Rimowa tech / repair magician onsite that fixed my bag when something did go wrong. What a wonderful product......I'm glad this store exists. Updated : Rimowa bags to the best of my knowledge are made in Germany, Canada or Brazil. If you have a made China bag its probably a fake. There are lots of rimowa fakes out there. read more

Great customer service. They fixed my suitcase after the airlines bashed it up. They called and checked to make sure I was happy with the service. read more

Great service! We had two Rimowas that needed repair. The locks were broken on our salsa and the screws were loose on our original. When I called a few days ago a male wth a southern accent was so nice and said this store would help us repair our problems for free because that is the Rimowa worldwide guarantee. When I came today an Asian fat female sales told me to go somewhere else for repair. Good thing a male manager intercepted, took our 3 Rimowas and fixed them in a few minutes for free. I am very grateful! read more

The handle of my Salsa Air could not retract and put back. I called last weekend, and the salesgirl told me to bring my luggage there. They were really friendly and told me they could get my luggage ready in two weeks FOR FREE. Actually, they fixed it in two days! read more

Thank you sooooo much Alyssa for helping me open my locked suitcase when I accidentally reset the lock. I called her frantically from Saigon tonight and she calmly talked me through it and was soooo sweet. Rimowa is the absolute best. read more

Massively overpriced, unfriendly, waiting times of 4+ weeks for a repair that probably takes 15 minutes. Never again.

I love your product and truly enjoyed the durability of it. As a frequent traveler, i found your luggage to be reliable and sustainable to the avid traveler like myself. Recently I bought one trunk then got one for Christmas so I went to exchange one of them for a smaller size and the service I got was beyond rude and embarrassing. I visited the 535 Madison Avenue location yesterday and was met by manager Sharon. She was belligerent, non helpful to say the least. She accused me of trying to return used product mind you all I did was wheel it from 55th to 52nd back at the office. If you are a traveler you know when a checked bag goes through a conveyer belt and on a plane it is automatically damaged or will endure wear and tear which was not the case with the luggage I was trying to EXCHANGE. After accusing me of using the luggage and pointing out one minuscule scratch, she then walked away and left my luggage in the middle of the store and refused to bring it back to me and told me to go get it. There were other customers in the store so everyone saw including other employees. I had to shamefully walk over and retrieve the luggage myself. I left extremely embarrassed and humiliated. She needs a lesson in client care and should not deal with clients in this manner. As a brand representative she's is awful. read more

Thanks for the great service. The minor repair to my aluminum case was made while I waited. RIMOVA's high quality products are equally matched by their customer service, BTW, the case I brought in, is 10+ years old and has close to 1.0 mil miles. read more