Kudos to Morgan for giving us all his time and attention in processing the repair request for my wife's Rimowa polycarbonate luggage. It was damaged during a short trip coming back from Vegas. We didn't want to spend the money shipping it one way to get it repaired so we came to the city on a beautiful Saturday morning. Morgan was the first to greet us with a smile and welcome us to the store. He was patient and explained the entire procedure from what type of repairs the luggage would undertake and also how long the lead time of the repairs. 4-6 weeks was the backlog but my wife was no rush in getting the luggage back as she has some others she could use in the time being. The entire process probably took 30 minutes but we enjoyed our time in the store looking at other items and also having a friendly chat with Morgan. If you're in town and need to bring in your luggage in for repairs, Morgan is who you want to see. read more

This is the only RIMOWA store in the Bay Area. Service is EXCELLENT here! A shout out to Jose, who assisted me with my luggage pair today. Jose is professional, helpful, and very knowledgeable. Overall very impressed with this store. It is bright and clean, with plenty of Rimowa suitcases for selecting. The staff here can also make great recommendations for you too. Although you're paying $$$ for a luggage, I've found that a Rimowa is really worth the price due to its lifetime warranty, great quality, and superb customer service. read more

RIMOWA - Accessories Near Me - San Francisco, California

I've visited the Rimowa store twice this year for repairs, and both times the customer service exceeded expectations. The staff are product experts and went above and beyond to help. The store is very clean and has a good selection of models and colors. There a public parking structure on the same block, which make it very convenient to visit. read more

Sam's client service was amazing. nit only did he handle everything in u der 5 minutes, he noticed that one of my latches wasn't disengaging properly. He fixed this and polished my international carry-on. I'd only come by to have the divider fixed or replaced. what a bonus. I highly recommend Rimowa not only for the craftsmanship of their goods, high quality materials, fit and finish but also for the white glove service! thanks Sam, I didn't have time today but I will be back to purchase a Rimowa large, check-in suitcase. read more

The staff and Jose are very accommodating and friendly. Right from the start when we called in for an inventory check they were amazingly nice and attention to your needs as soon you walked in the store they greet and inform you that someone will be assisting asap. They treat you very professionally and everyone is always aware on who is waiting and who is next to be assisted. They have a system that works and we thank you all. Got another cabin hybrid in matt black and another happy traveler in need. Why this model ? The hybrid cabin has the latch to open system and makes it very convenient to access while inside the plane and not deal with the zipper type that you have to finagle with etc. two clicks and it is open. Traveling is what we love to do and we are sharing our experiences to make everyone experience a way better kind of convenience with their gear. Rimowa has a lifetime warranty and they work on it at your local Rimowa owned stores and if the airline damages your product, just get an airline report and include it with your Rimowa repair claim and they will decide and resolve it best they can with no hassle at all. read more

RIMOWA - Hybrid cabin in matt black in the huge bag ! - Accessories Near Me - San Francisco, California

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Amazing quality with huge selection of styles and colors. Very nice people and extremely helpful.

Quick and easy repair experience thanks to Eli! I had a 2016 suitcase that lost a wheel while being handled at the airport. Rimowa's online support wasn't super helpful, but I live near the store and decided to just take it in. I was expecting to have to drop off the suitcase and come back on another day, but Eli got all 4 wheels replaced (the old wheels were no longer in stock) within a few minutes and I was walking out the door before my parking even expired! read more

Thank you Morgan!!! Morgan has been with Rimowa for 20+ years and it's clear as to why. Morgan assisted me with my 3 year old Rimowa from the moment I walked in. He gave me a new lock, buffed out my luggage, and even removed all the adhesive damage to the bag. He was so sweet and made the process so quick and easy even after worrying that it'd take me a while to get helped at the store. Everyone ask for Morgan upon arrival! read more

RIMOWA - Morgan :) - Accessories Near Me - San Francisco, California

Sam was so nice and efficient i dropped off my suitcase in the morning and i was all done before noon. Thank you Sam

Love the bags and of course the quality but I gotta give special thanks to Morgan. He was so wonderful and had all the answers to my multiple inquiries! He literally knows everything about this company and the travel luggage industry as a whole. If you go in to shop or just browse, I highly recommend picking his brain. He helped me fix my locking issue and even zhooshed up my bag for me with a dust cover and personalized my travel tag. He really made the experience wonderful. Thank you so much and I plan on making the drive up from Palo Alto to specifically work with you from now on! read more

RIMOWA - Got it in Boston, but Morgan worked his magic on it. - Accessories Near Me - San Francisco, California

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RIMOWA never fails to delight. Let's "cross the bridge early" -- yes their merchandise is pricey as all hell. Do I have 2 long haul cases from them and 2 in-cabin bags? Yes Would I buy more RIMOWA kit? Probably - yes What's the attraction? I travel -- a lot. 3.5 million air miles (and counting) in the last 25 years. Business travel has a rhythm. And when things go out of whack (a wheel falls off, a luggage liner frame breaks, a lock is stiff etc) is very nice to swan into a dealer in most major cities in the world and say "pretty please -- can you fix this?" Repairs are done efficiently, purchases can be sent to one's hotel or residence free of charge and most repairs are done within 24 hours What can I says Im a RIMOWA fan. Both thumbs up to RIMOWA! read more

Had to return a bag. The process was swift and easy. I find the parking structure right next to the store super convenient but... But, the I have never had to drive through a parking structure that tight and turny. The brief Rimowa experience was first class. read more

I cannot recommend this location more than I have with these 5 Stars, so I won't draw this out... *proceeds to draw this out* No need to go into detail about the telescopic handle that had seen it's wear/tear over the years nor the fact it was barely hanging on. Just know I sent a short but detailed email prior to my flight to SF, provided requested detail and sent snapped pics to better illustrate. Replies were timely, direct, and conducive. A short time into my trip, I followed-up with their availability for me to stop by and was greeted with a "stop by anytime!" Say. No. More. I emptied out my luggage, marched the short distance down towards Grant after they opened Monday all the while crossing my fingers for a positive outcome. "Please leave it here. It should take no more than 20 minutes," Daisy said after being welcomed in the store and my introduction situation. My buddy and I grabbed some lunch in Chinatown then returned for the pickup. In a word: FLAWLESS. With the new handle and its placement, my luggage is like NEW (minus the dents and well, all the other marks from my travels over the years but I digress). Daisy was thorough with explaining the repair(s) and was prompt with an answer to all my questions. I could not be any more appreciative for the customer service/experience I received from Daisy at the SF Rimowa location. It has reaffirmed me as a customer for future purchases hands down. THANK YOU! read more

RIMOWA - Rimowa off Grant - Accessories Near Me - San Francisco, California

I went in to Rimowa for the first time today just to browse luggages since I'm studying abroad next year. Morgan was the sales associate who assisted me, and he was very kind and knowledgable about Rimowa's history. I loved learning about how the wheels were patented and modeled after a hospital stretcher, making it super smooth to use. That's really awesome! read more

Great place to stop for quick accessories and repairs. Great customer service and availability. Selection is huge. read more

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Great customer Service! If you need anything ask for Jose! Very knowledgeable and easy to work with.

I recently purchased a new Attache Case which was delivered in damaged condition. I had to repackage it and return it. The replacement case was evidently made nearly two years ago which I found out when I tried to register it on line and found that the warranty which was supposed to be for two years expired in two months! After multiple calls, emails, missed commitments and excuses from Kim, the problem has not been fixed. Rimowa service seems to think the customer should shoulder the responsibility to get their issues corrected. I have purchased other items from Rimowa without issue and have always been pleased. This has been a challenging and disappointing purchase which is still not corrected. While I still find the Attache case to extremely attractive and functional, purchasing it has unfortunately damaged Rimowa's reputation for quality and service. read more

Nice convenient location, nearby all the other wonderful stores in union square. Staff was polite, helpful, and attentive. Restroom available for customers. Would visit this location again in the near by future. read more

Wow, excellent service. The older bald gentleman is so awesome, super friendly, and very knowledgeable. We love this Rimowa store and the staff :) read more

We went in there to get initials on a luggage tag and we were instantly greeted by Morgan and He took care of us quickly and with great customer service. Morgan made the whole experience fun. I recommend going here. read more

Broken lock replaced in 5 mins. Friendly and efficient service. Location is very convenient and right outside a parking garage. Definitely 5 stars! read more

I got my luggage repaired by Adam, and he was efficient courteous. Additionally, the service was free. Also, the shop has a great display of products. read more

The ladies who work in this store are clowns that don't deserve to be customer service I had to beg for help while they quickly ran up to new customers, ready to assist. After dropping money on some awesome luggage from the online stores, I expected the human side of the company to be just as great, sadly wasn't the case. read more

Service here is always 10/10. Michael is knowledgeable and friendly. I never feel like I can only step into the store and have to purchase something - which is hard when it's a more prestigious store like Rimowa. I don't purchase luggages too often, but definitely want to with the great customer service I received here. Even if it's just purchasing stickers or customizing our luggage tag, he has always welcomed us warmly every single time. I may not always purchase a luggage, but I will gladly refer my friends to Michael because I think that's what separates the experience between here and a third party retailer. Thank you again for your hospitality, always. read more

It was a dream experience purchasing my first Rimowa with Morgan McCusker. He is exceptional and made the whole process a truly wonderful purchase. Very knowledgeable and professional too. read more

Very disappointed with the service. I had asked to repair the broiken telescopic handle for my Rimowa bag still under warranty. The bag came back from repair a month later, still broken. When I called to inquire how I could send it back in, I was met with a very unfriendly staff who informed me I can either bring it in or pay for shipping myself. It would have been great if the first repairs actually worked, or if they had offered to cover the shipping for a problem that should have been fixed in the first place. Not going to recommend this location or the brand. Rimowa reached out to me and asked to contact them. When I did, they told me the response was automated and asked me to do the same thing - bring it in for repair again. read more

Excellent service. Called for luggage I wanted on a Thursday but it wasn't in store or available on the website. They then proceeded with doing a transfer from another store where I could come in the following Monday for the luggage without even purchasing it first. I was already happy with that but the following morning the store called me back and said they received an inventory shipment that day for the luggage I wanted. Great service to go along with a great piece of quality luggage. So glad I got my first rimowa from this store location. read more

Pricey luggage store in SF. However, there luggage does last as I've had my essential Cabin case for 15 years and through over 30 plus countries. Yes, it's scratched, but it's a pearl of a suitcase, whose zipper and wheels still work flawlessly. Great store for they know their product and it is kind of like a little mini museum if past and present Rimowa suitcases. They were very helpful, especially Daisy. They showed me how some cabin / luggage cases can be repaired . read more

I'm so happy I bought three pieces of Rimowa luggage because of their service. I had a problem with it and so I called the company and they told me to get ahold of the San Francisco store. They were outstanding, very kind and extremely quick in getting my bag fixed. The lock had been damaged by TSA and I wanted to use it this Thanksgiving. I thought no way they will take care of this but dreams do come true. I sent it down to them and they fixed it and returned it to me in a day. Seriously...a day. Are you kidding. I told them they were fantastic. I said do you want a credit card for fixing it, and they said, no! We will ship it back to you today. wow....so all of you wonderful people at the San Francisco store a huge thank you. I will continue to buy Rimowa, it has travelled all over the world and I always get compliments on it. read more

Thank you, Daisy for the speedy repair! In the 10+ years since we purchased our first piece, the customer service at Rimowa has always been stupendous. Yesterday's repair was a quick 20 minute fix! Wow! We now own 5 pieces & still believe Rimowa to be the best luggage for us! read more

I purchased my very first RIMOWA classic flight here after much online research. I was debating about getting the classic flight or the original, and needed to take them both for a hands on test. The sales lady was extremely helpful and answered all my questions. The store is well stocked and wasn't very busy as I think it was there opening day at this new Grant St location. Even though the cost is quite high, I believe I am buying something of very high quality that will last a lifetime. read more

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New wheels, new handles and fixed a gap in my suitcases in under 30 minutes. Amazing!!!

Top notch customer service! I purchased a carry-on luggage in Paris and realized that I wanted to exchange colors once I returned to San Francisco. The manager of this store was very understanding and went above and beyond to figure out whether this would be permitted. I knew the chances were very slim, but she somehow made it happen (which I am very grateful for). Because of this, I am now an even bigger Rimowa fan. 5 stars! read more

Morgan helped us out at the store and was extremely helpful. Couldn't have asked for a better sales associate.

Monica and Justin at the Rimowa SF store are fabulous. I have purchased 4 products from Rimowa in the past and by far the best customer experience every time. The guarantee that Rimowa offers for their pieces is true. The quality of their products, the integrity of the company, and the careful attention that the employees give to their customers is 5 stars. Thank you so much to the SF store and to the amazing team for making me a lifetime customer. read more

I broke my suitcase's handler on my way to SF. Stopped by this Rimowa immediately after my flight and was delighted by how quick the service was. Morgan helped me within probably less than 15 mins and replaced the handle for me just like that. Their customer service is definitely top notch!! read more

This was top notch customer service. Morgan & Yoshimi were the nicest most accommodating people! Thank you for fixing my luggage at the last minute! :) read more

Their service is top Notch. I didn't make purchase this time. Just bring my suitcase to get fixed, We felt so welcomed the moment we walked in. They are very friendly. My suitcase handle got replaced efficiently while they're chatting with me. They do not only sell you great products, but also provide great after sale service. I love RIMOWA! read more

Staff is exceptional in every aspect. Airline damaged my favorite Rimowa bag and these great folks assessed it and write a letter that I gave to the airlines to ensure proper replacement. Otherwise the airline tried to give me a poorly crafted piece of luggage!!! I've also brought in my bag to have a new lock installed- easy in/ out! Staff kind, friendly and extremely knowledgeable read more

racist store manager discriminate against people that they don't like racial discrimination bought a suitcase at goodwill and brought it in for repairs since it has a lifetime warranty instead of helping fix repair suitcase Jennifer reported it as stolen on rimowa customer care center ignore me the whole time within the store gave me a dirty look refuse to send the suitcase to get repaired do not shop here they do not treat people equally here read more