I don't mean to bring the star rating on this shop down, but a perfect 5 is hard to achieve. It is for sure a 5 for what it is--a luxury luggage shop. The service is professional, superb, comforting. The product is amazing. I will pick up a luggage from here soon. It might be pricey, but I think it's well worth it for a nice, hard-shelled luggage. read more

Awesome Customer Care!!! Grayson is the best (^-^) My Rimowa Salsa Air suitcase just recently got badly damaged during a Lufthansa travel. I was beyond disappointed about the poor customer service and little monetary compensation from Lufthansa. So, when I reached out to the RIMOWA store to get a quote for the repairing, I was prepared for the worst... BUT then I got positively surprised by a super quick and nice response from Grayson (the store manager). ... Lufthansa really could learn from him how to treat and talk to frustrated customers! Long story short: suitcase got fixed, Grayson was nice and helpful during the complete process and I'm happy! Thank you, Grayson! read more

There were slight cracks on both sides of the handle on the top of my carry-on cabinet, so I took the suitcase to Rimowa's store in Beverly Hills to inquire whether it could be repaired. The clerk told me that they would fix it perfectly. When I got my suitcase, I just picked up the suitcase and found it cracked again and told the clerk to see it. The clerk started to tell me that this crack is not too big and does not affect normal use. When you use it, please try not to use this side handle, you can use the side handle. I said that you used glue to help me stick it. If you told me at the time that you repaired it with glue, I wouldn't be able to repair it, because the reason I repaired was not because it had cracks and I was afraid that the box would continue split. The clerk corrected me and said that they did not use glue, but special materials. I asked what special material it was, and the clerk walked away. I said that even if it's the special material you mentioned, isn't it still cracked and not repaired? The clerk said that if there is a crack, it can be repaired. I replied that it is now cracked here. The clerk kept telling me that they helped me repair it, then opened the luggage and unzipped the zipper inside the suitcase, telling them that there was indeed a repair. I said that since I entered the door, I haven't said that you haven't repaired. It's just that you told me that you would repair it perfectly, which is very different from what you see now. If you said at the time that if this kind of crack cannot be repaired, just stick it with a special material, I will not waste time to repair it. And, I said at the time that if this kind of crack cannot be repaired, I will buy a new one immediately, and this will not be repaired. And you told me at the time that you don't have to worry that you will repair it perfectly. I will show you the photos of me before I sent it for repair. Can this be called perfect? Then, the clerk walked away, leaving me and the suitcase in the center. After a while, I told me that the luggage repair was completed this time. You need to pay 117.17USD. The choice I face is to pay now, and then you can leave with your suitcase. If there are any more cracks or other problems, pay for repairs again. Obviously, the clerk does not intend to make any positive responses to my doubts. Keep telling me that this repair has been repaired and no cracks can be seen. Repeatedly told the crack I pointed out that it was not a crack. For me, this suitcase means that if it can be repaired, I can of course repair it. If it can't be repaired, I just have to buy a new one. At that time, I told the clerk that I would never use such a cracked suitcase, and I needed to buy a new one. The clerk told me that this does not affect your normal use, you can avoid this handle when using it, and try to use the side handle. There is no plan to sell me new suitcases at all. I felt very uncomfortable at the time, so I chose to pay and leave. I have never experienced such a bad in-store service in Rimowa. My hourly salary is much higher than 117.17USD. In order to stop struggling with this problem endlessly and wasting my precious time, I paid 117.17 USD and chose to leave Rimowa. read more

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Sale agents are all dreadful until you show interest in purchasing a piece. NO greeting into the store, no offer to help, despite the store being completely EMPTY and there being 3 sales agents on their phones not doing anything. I have to wonder if it was just a bad day for them or if they are just PLAIN miserable. Walked around for a while and had to approach a sales agent myself with the luggage in hand that I was purchasing. Insane. Will not be coming back again. read more

Rimowa in Europe and most of the time in Beverly Hills makes you realize why you are paying so much for luggage. In May we bought the new XL Trunk in Amsterdam and love it. On the same trip our black polycarbonate zipper case broke the zipper. We took it to store in BH and were surprised to be charged $187 to "fix" when, in my view, it should be a warranty item. But service was nice and it was re-delivered to us a few weeks later. But the zipper broke again last week and we went back today. Note that after pulling and twisting I got the zipper to engage at home but do not want to be on the road and have it get jammed again. The sales guy was clearly bored and not particularly interested in being helpful. Instead he wanted to show me "tricks" to opening the zipper when there is a problem with it. Seems to me that Rimowa should deal with the problem rather than say "oh; lets try these tricks". We had a lock break on our XL trunk and with a different person at the same store were happily shown a new bag of locks and a quick and easy new one mounted and, of course, no charge and left happy. That day. Not today. read more

Great store very spacious and the service was great. Staff was patient as it took us awhile to figure which suitcase to buy.

Walked in here yesterday fully ready to buy a $2k trunk. Not only was I not greeted in any way whatsoever, but after standing around "looking" for 30 minutes, not a single employee even acknowledged my existence. I would guess this is type casting to an extreme. Save your time and shop online--if you even want to after a tragic IRL "luxury" experience. Be sure to also skip La Perla. read more

The luggage is amazing, unique and I can attest to its durability, mine having that wonderful patina of well traveled cases. I smile every time I see them in the turnstile, just thinking of where we've been. This review is more about the folks who work there and have assisted me on multiple occasions. The staff is exceptionally helpful, patient, genuine and inviting, somewhat atypical for a Rodeo boutique, they truly make buying luggage enjoyable!! read more

Best customer service. I went there to have my suitcase repaired as the zipper broke and right away I was greeted with a smile on the workers face. He was super helpful and even gave me sparkling water!! A+ service! Excited to to my suitcase back!!! read more

I need luggage. Adult type luggage to be exact. Not backpacks or duffel bags that make me look like a college student when traveling. Originally my wife and I were looking to buy Tumi but stumbled upon this store while shopping. We went in and love the lightweight design. The 4 wheels is a huge plus for moving around heavy loads. Their selection is the same as any Rimowa store but the service is extremely top notch. Drew, our sales person, was very knowledgeable and friendly. He explained all the lines and showed us what makes their products stand out. He was very thorough. We bought 2 large pieces at that time. I went back the following week and bought a carry on for my wife. I have a Tumi carry on that is bigger in size but carries the same amount as my wife's carry on (which is physically smaller). I like her's a lot more simply because it is lighter and carries the same amount. We are very happy with our selection. We have been using them for 8 months now and they have taken some abuse but still look and work great. read more

Just completed my first trip with my new suitcase (Limbo Cabin Multiwheel Trolley--biggest carry-on available), and everything was great. I missed my return flight so there was a lot of time to roll around SFO with ease. I'm not sure if they say they're scratch resistant, because if they do they're not really telling the truth, but it's a suitcase...it's going to get scratched and dented and scuffed and slammed into things and whatever--if you can't handle that get a canvas duffle. Packs perfectly, closes with ease, rolls on its own almost faster than you can walk and looks great. Wheels make the Tumi cases feel like you're rolling them over loose gravel. I'm not sure if I would buy one that I had to check, though...that might expedite the ugly-ing process, and I'm not sure if my OCD little heart could take that... Also not sure if I would buy the aluminum ones because they're SO heavy... read more

I travel both for work and for fun, but I typically feel a little hesitation when planning a trip because my luggage game isn't quite in place. And it's not that I don't have options. There's my garment bag: heavy when full and where do you put it while you're in line? Plus it gives me shoulder bruises. Then there's my TravelPro rolling suitcase. It rolls in one direction and it's about 40% too small, so whenever I pack in it, I wind up stuffing it and my clothing comes back wrinkled. I also have the option of my beloved Filson 222 duffle, but it isn't really the kind of bag you want to use when traveling abroad. So it was clear that I needed a rolling suitcase that spoke to both my aesthetic sense and my needs. Enter Rimowa. I needed this piece in short order so internet shopping wasn't an option. Off I went to the Rimowa showroom on Rodeo Drive. Nice place. The models I was interested in turned out to be polycarbonate. Not my style at all. But lo and behold, I discovered the aluminum line: iconic, monolithic, and pimptastic. SOLD! Truth be told, I wound up spending twice what I'd expected to spend. It was violently expensive! But I feel like the product I bought will last me essentially forever. Yi Ting helped me and she was great and very knowledgeable and enthusiastic. Her associate, whose name escapes me, was also very cool. I'd say my only disappointment was that they were out of the item I wanted, so I accepted a floor model. But they weren't willing to give me a price break. Kinda bad form but I'm happy with my unit. Yeah, I said it. read more

Awesome and wonderful service! Fabulous products very helpful kind courteous staff. I highly recommend Rimowa, I'm looking forward to visiting the shop again soon. read more

I had a lot going on and had completely forgotten to re-post. But here I am now to let you all know that they have a FANTASTIC Service Recovery at this Rimowa. Based on my initial horrible service there, a really amazing manager, Jason Schmidt, contacted me immediately. He offered many different options for us and in the end, he even surprised us with a special edition Rimowa! I as a customer would definitely return there with full faith that I will be taken care of should something ever go south :) read more

My aluminium cabin trolley locks were ripped to shreds by United Airlines. I contacted Rimowa Beverly Hills. Fed ex the bag to them and they fixed the locks and returned it in a blink of an eye. GREAT customer service and kind, helpful staff. Manager London a special Thank you. read more

I am extremely disappointed with my purchase with RIMOWA, I have bought the new Topas RIMOWA line with the new electronic tag system priced @ 1200 USD The fitst trip one wheels comes half off, I brought the suitcase to the Beverly Hills store, they gave me a date of over 15 days for repair and I asked them to make sure they do some work on all wheels to make sure they are secured and won't come off that easy. I call to make sure after 15 days or so if my suitcase is ready (this is a very long time) and they told me we check and call you back. I get a call after an hour and I was informed that they have just started working on my suitcase repaid today. I go and pick up the suitcase 2 days after, and took 2 more flights. I get back to LA today and one wheel is broken, the other wheel has completely fallen off. The whole suitcase is a joke and so is the service at Beverly Hills branch. I call them and they say no refund and also they won't give me a new piece. I think they really expect you to pass by each time you travel to give them your suitcase for repair. This product is a joke, it's a shame to pay so much money for such a low quality. And I'm sure when you go there they blame it on airline and airport handling while you can buy a 100 dollar suitcase and nothing ever happens to it like this. Yeah it should get some dents to look good, who says that's right ?! It's just a very low quality product. Buy a Tumi and save yourself the hassle and shame. read more

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Horrible customer service. Went in in early Sept 2019 to fix a cracked suitcase that's still covered under warranty. The sales person said they'll have to run a test and the result will be back in 10days and it's a good thing that it's still under warranty and most likely they'll replace me with a new suitcase if they can't fixed the crack. But instead of 10 days as they promised, I waited for 4 months for the test result. Finally gave me the result back in Jan 2020 saying the crack isn't covered under warranty so it couldn't be fixed or replaced without saying any apologies for the test being this ridiculously long at all. I mean there are so many start-ups doiNg better suitcases anyway with great customer service, why waste your money on rimowa? This brand's customer service is just simply outdated as its design. read more

I wish they had a ZERO star option. Do not waste your money on this luggage. It breaks very easily (just read through more reviews below) and the "warranty" they advertise is a joke. They will blame it on the airlines and say it's not covered. There are better options on AMAZON for less than half the price and better warranty. Also..the customer service here SUCKS. They waited 4 months and then told us they will not cover the repairs and we should contact the airlines. Total JOKE of a company. read more

So my wife's cousin purchased one of these suitcases for $900. It didn't work well so we took it back to the store. To start off, a lady who worked at the store was very rude to us. She was impatient, unprofessional, and did everything possible to get us out of there. We wanted to talk to her supervisor Norris, but he was not present. We are serious customers but without their supervisor, they are completely worthless and made our experience like a nightmare. read more

This place is a high end luggage retailer, but their service is horrible. If you want to walk out with beautiful suitcases with no expectation of after service, go ahead. And their luggage is more fragile than expected. read more

The stuff who can speak Chinese is very friendly. Thank you for your service. The location is brilliant. Nice and convenient shopping atmosphere. read more

I went to the Beverly Hills store today for an exchange and I was so happy when I got there because the staff was super patient with me. They offered me some refreshments while I was waiting for them to finish the exchange and showed me all functions of my new suitcase. At the end they were so nice to help me take my luggage all the way to my car which was parked three blocks from the store. Super happy with my purchase and highly recommend their professional staff. A+ all the way!!! read more

This is long overdue. I came into this store in April with two Rimowa that both had lock problems. I called before hand and was told that if the technician was not in when I got there I would need to leave my bags and come back for them in two weeks. I got there and waited about 5 minutes for service. I had forgot the lock combo on one of my luggage and the other lock needed replacing. Steve and Norris were so helpful that I was out of there in about 10 minutes. Best of all the work was free. I am so glad I bought Rimowas and would comeback to this location for my next purchase. read more

If you travel a lot or just like to know your luggage contents will be safe you have to go with Rimowa. Beyond having the best luggage on the market this company stands behind it's product. I travel a lot and over time any luggage will get damaged. Rimowa has taken care of all my issues past, present and I'm sure future. Just stop in and talk to Noris. This guy gets it. I don't have a lot of time and like things done quick. The customer service from this guy and his back end help is amazing. Won't shop anywhere else for luggage needs. Thanks a lot Rimowa and thanks a lot Noris! read more

Be aware that Rimowa has a problem with their locks that won't open after your first trip. Just do a little research on the internet. At least five you tube videos on how to pick the lock. A very common problem and apparently if it gets jossled in transit the lock can reset a digit. It also may have to do with the TSA opening their lock but Rimowa is WELL AWARE of this problem. So the second time we were going to use our Rimowa trunk Bellagio suitcase we had it completely packed for a 14 day trip to Alaska and closed the suitcase. Went to put one more item in and no way could we open it. Called Bloomingdales where we purchased it and they were going to call us back and never did. Called Rimowa customer service in New York and they consulted with their tech department and there was nothing they would do for us other than having us ship our suitcase to them for a new lock, apparently with all our clothes inside which was beyond ridiculous. They have a tool that they can open the suitcase with and I begged them to overnight it to us and I would ship it back immediately. They refused and told me it was only available in New York. The customer service was completely useless and indifferent. Know if you buy this very expensive luggage you are on your own if you have a problem on vacation, like being locked out of your suitcase without being able to access your clothing. THERE IS NO FIX THAT YOU CAN DO other than carry pliers and cut the locks on the zipper, another you tube hint. My husband is on his way to a local luggage store who may be able to pick this lock for $30 but i refuse to travel with this luggage for fear it will happen again. Overpriced German made luggage with no options for service unless you have lots of time to ship it back to New York. read more

The service here is top notch. It doesn't get any better. They even just took my order over the phone. I trust them over any other retailer as they really know the philosophy of the customer is always right. Thanks for the pampering and the patients. Dropships out of state free of shipping and free of tax!! I love you guys! Be calling you from the East Coast after I move there later too. read more

I came in to the boutique few weeks ago. A sales associate named Joyce was being very helpful and patient. She has explained different types and collections of suitcases to me. Thank you! read more

Bought two luggages last week. Love them. The silver topas 20"and navy salsa air 30" . Cannot wait next trip. The sales person Joyce is so nice. Helped a lot . read more

There were slight cracks on both sides of the handle on the top of my carry-on cabin suitcase, so I took the suitcase to Rimowa's store in Beverly Hills to inquire whether it could be repaired. The clerk told me that they would fix it perfectly. When I got my suitcase, I just picked up the suitcase and found it cracked again and told the clerk to see it. The clerk started to tell me that this crack is not too big and does not affect normal use. When you use it, please try not to use this side handle, you can use the side handle. I said that you used glue to help me stick it. If you told me at the time that you repaired it with glue, I wouldn't be able to repair it, because the reason I repaired was not because it had cracks and I was afraid that the box would continue split. The clerk corrected me and said that they did not use glue, but special materials. I asked what special material it was, and the clerk walked away. I said that even if it's the special material you mentioned, isn't it still cracked and not repaired? The clerk said that if there is a crack, it can be repaired. I replied that it is now cracked here. The clerk kept telling me that they helped me repair it, then opened the luggage and unzipped the zipper inside the suitcase, telling them that there was indeed a repair. I said that since I entered the door, I haven't said that you haven't repaired. It's just that you told me that you would repair it perfectly, which is very different from what you see now. If you said at the time that if this kind of crack cannot be repaired, just stick it with a special material, I will not waste time to repair it. And, I said at the time that if this kind of crack cannot be repaired, I will buy a new one immediately, and this will not be repaired. And you told me at the time that you don't have to worry that you will repair it perfectly. I will show you the photos of me before I sent it for repair. Can this be called perfect? Then, the clerk walked away, leaving me and the suitcase in the center. After a while, I told me that the luggage repair was completed this time. You need to pay 117.17USD. The choice I face is to pay now, and then you can leave with your suitcase. If there are any more cracks or other problems, pay for repairs again. Obviously, the clerk does not intend to make any positive responses to my doubts. Keep telling me that this repair has been repaired and no cracks can be seen. Repeatedly told the crack I pointed out that it was not a crack. For me, this suitcase means that if it can be repaired, I can of course repair it. If it can't be repaired, I just have to buy a new one. At that time, I told the clerk that I would never use such a cracked suitcase, and I needed to buy a new one. The clerk told me that this does not affect your normal use, you can avoid this handle when using it, and try to use the side handle. There is no plan to sell me new suitcases at all. I felt very uncomfortable at the time, so I chose to pay and leave. I have never experienced such a bad in-store service in Rimowa. My hourly salary is much higher than 117.17USD. In order to stop struggling with this problem endlessly and wasting my precious time, I paid 117.17 USD and chose to leave Rimowa. read more

I came into the store with my boss last week, the zip of her suitcase got broken the day before. The assistant manager Steven was immediately very helpful to us, he took charge of everything and even escorted us to the place where the suitcase would be repaired just to make sure we were taken care of properly. Although we had a very short delay, he made sure we could have it back in time. Friendly and efficient staff like this are not to be found on every street corner - thanks again Steven! read more

Have been a Rimowa customer for a few years. Got initial set in Toronto. Needed a repair made to my small roller carry on. Staff at this store is very helpful. Norris, the Ops Mgr is very helpful and is extremely customer focused. Luggage quality is great and it holds up well considering how much handling it gets (over 150k miles flown on Delta this year). Check them out. read more

I had to send in one of their high-end Rimowa suitcases for repairs after one end cracked during airline transport/handling. I took it to Bags 'N Baggage in Austin, TX & they sent it one of their repair facilities. When it was returned, it had been patched inside but the crack outside was still visible. Countless emails to their service representative resulted in theim contending that it was "functionally repaired". No purchaser would be satisfied nor am I. Seems very strange and it is certainly annoying that this company obviously doesn't believe in customer satisfaction. I purchased 5 Rimowas over the past several years, 3 for myself and 2 for my business partner and recommended to a friend that she purchase several. So it's not as if I am a once a time customer. Because of this poor customer service, I honestly can't recommend a product whose management doesn't stand behind their customer. read more

Sorry. The material splits. Yes 5" break in this high tech material. Customer service at the store was indifferent, and sales person said "they would send it to their repair shop." It is not built for frequent travel and wear and tear of luggage handlers. read more

Now this is what I call ultimate customer CARE!!! I use the word CARE because Devon the assistant manager at this store cared enough to do the right thing. A rare quality to find these days. Long story short...I had a used rimowa with a defect and Devon replaced it with a brand new one!!! He felt that it was the fair thing to do. Thank you so much!!! I have been a loyal client of Rimowa for many years but now I will be a loyal client to Devon at the Rimowa Beverly Hills boutique!!! read more

I have been looking around luggage cases, I heard about Rimowa but I do not really know the brand well. I went to Beverly Hills without planning to get a luggage case last weekend, I was surprised this location was way busier than I thought. An Asian lady walked up to me and greeted warmly. Throughout the talk, she was very helpful showing me around their product and explained the collections of materials and prices. She even asked how often I travel and where I will travel to, it made me feel she really cares what I need. Though I didn't plan to get a luggage case that day, I got one Salsa Deluxe 32" black in the end still because the service was overwhelming. Saying this is because I think good service always deserves a point! The lady's name is Joyce, I will definitely get my second luggage case from here. read more

Bought a Salsa Deluxe multi wheel to replace my old Hartman carry on. Used it on several trips. As I arrived at my destination on my last trip, I extended the handle, and it came completely out of the bag, rendering it useless! Very disappointing for a less than year old bag costing what it does. I was hoping the company made quality products, obviously that is not the case! read more

I've purchased multiple Rimowa suitcases over the past few years. The products are great - they're lightweight, sturdy, and roll well. But the reason for my one star review is because of the terrible customer service I've experienced post purchase. A woman who works at the store has been nothing but rude, unprofessional, and unhelpful. It's a shame that management has not done a better job at ensuring that their salespeople provide great service. read more