Disappointing Customer Experience
As much as I love my Original Cabin I feel I’m done with Rimowa purely on Customer Service experience.
I ordered an original Trunk S to match my cabin and it arrived with the little rubber handle stop missing.
No problem I thought, contacted customer service and they said we’ll send you one and it’s easy to stick on. Two weeks later I’ve had nothing back so decided to initiate a return and order a new one when I’ve had the refund.
A month after returning it, I’ve not had my refund. Chased it up with Customer Service, waited 4 days for a response only to be told they’ve not received the trunk despite their website and UPS tracking confirming it’s been delivered to their warehouse. They’re raising a case with UPS with an expected response of 14 working days. Now sitting here £1500 out of pocket and no suitcase.
What a joke. I understand deliveries aren’t always smooth but can’t see why they can’t process the refund anyway. At worse, the trunk was stolen by someone at delivery but even then it’d be a claim from them to UPS.