I made a phone order with Daisy Kuang And she has been such a blessing. She was very responsive, prompt, and most importantly kind throughout the whole process. There was never a moment where I felt she was losing her patience with me. I had quite a few details in my order, as it was a birthday gift for my sister who lives in San Francisco, I reside in Hawaii. On the other days,When Daisy was not in, her colleague Justin who picked up the phone was also very patient and well mannered when answering the phone and leaving messages for Daisy. I highly recommend the store. All of their staff members are highly professional and well mannered. Five star for sure!

Great shop of RIMOWAI’m wrong changed lock code last time. Try open by my self but can’t that then visited this shop.I requested that open lock to Staffs. They deal with it right away and kindly and sincerity for me. Just do open lock few minutes. This is good memory in SF this trip. Thank so much.

Morgan and the team at this location are amazing. They went above and beyond to keep me informed on a piece I wanted. RIMOWA SF is my new favorite store (Sorry Tokyo).

General manager service and patience was A+. Helpful, knowledgeable, and personable. Ive purchased rimowa luggage for many years and the service + product quality keeps me coming back.

As a person who appreciates good design and loves to travel around the world, RIMOWA as a brand really resonates with me.Ive always walked past RIMOWAs SF store and finally decided to go in yesterday. Had a great experience chatting with one of the gentlemen on the sales floor (forgot his name unfortunately) who was courteous, extremely knowledgeable about the products, and most importantly, was not pushy or breathing down my neck (like is the case many other high-end shops in SF). Whomever manages this store should pat themselves on the back.After checking out the line of carry-ons in person, I absolutely fell in love with the Original Cabin Carry-On in classic silver. I see why its the most popular item. When I got home, I shamelessly impulse-bought it online.This will be my new travel buddy and Im sure Ill put many, many miles on it (after this pandemic madness is over).

I had a spectacular experience when I was searching for a suitcase. Staffs here are extremely helpful and kind. Morgan who was a very knowledgeable staff, helped me find a perfect suitcase. When I was about to purchase a suitcase, we noticed that the one I wanted was out of stock. They only had the displayed suitcase. I was leaving the city in couple days, so I was really upset about the fact that it was out of stock. The staffs acknowledged my situation, and done an express one day delivery from the store in Los Angeles. I couldnt thank them more!

We were in San Francisco on a trip and our suitcase finally called it quits. An impromptu trip to the Rimowa store was in order. Morgan greeted us like old friends and helped us get back on the road with the suitcase we needed.The experience we had at this location was night and day different than the Rimowa Dallas location. The Dallas store was horrible and I’d seriously fly out to SF to work with Morgan. He honestly has saved the brand’s reputation as far as I’m concerned.

Very disappointed with the service. I had asked to repair the broken telescopic handle for my Rimowa bag still under warranty. The bag came back from repair 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.Edit: I called the number they asked me to, but that was an automated response. They couldnt help.

Amazing amazing service. Dropped off my hybrid line luggage to fix a few places on a Saturday afternoon, and it was shipped and arrived back to me the following Thursday (did not request for expedited service). Ashley was very friendly and helpful throughout the process. Highly recommend!

Friendly staff and nice store. Very helpful and eager to help. A pity the prices went up significantly after Rimowa changed owners. Was looking for a replacement for my two wheel cabin trolley as its showing its age. The multi wheel versions are however significantly smaller. Decided to go for a repair instead. Got some nice stickers though.

Why wont they fix or change broken luggage anymore? What is this kind of service!!!

We had a great experience a rimowa. We had a wheel break during a recent trip. They told us to bring it in, and they fixed it on the spot. They also cleaned the suitcase a bit. It totally exceeded my expectations. We will be buying more luggage from them for sure!

Beautiful store with the latest in Rimowa baggage. I was disappointed to be bringing in my all new suitcase which after 4 uses has a bent frame and corner guard. I understand aluminum is subject to scratching and denting. However a bag that is as costly as a Rimowa should not have a bent frame after four uses. The service in the store was first class and the clerk assured me my bag would back in a month. Im just hoping I dont have to bring in the bag after every few uses for repairs.

Wow im so happy they fix my rimowa luggage morgan his very nice man he fix immediately my luggage Good job im sp happy

The 5 year guarantee is not true. The luggage clearly state that it was bought on Feb 2015. and they dont want to fix it or change it now that its broken. After saying to the manager Ashley Villajin that we will give bad reviews. She just said thats fine with no remorse. Rimowa changed. Its not what it used to be. Apple can change your item right there and there when the guarantee has not expired or expired already for 7 days. But Rimowa will just try to dock regarding their responsibility. What a poor service. Funny apple keeps on replacing their broken items but they still continue to earn more. Can Rimowa think this way? After selling an expensive luggage.

TSA kindly broke my lock at JFK and I couldnt open my brand new luggage (a gift from Santa!) once back home. It was weird because I could rotate the knob under the right combination but the zippers wouldnt pop out.Showed up at the store early this morning and the staff replaced the lock in 2 minutes. Great service. Way to go!

Great products and even better service. TSA ”inspected” my bag at SFO the end result was damage to an interior compression pocket. I walked into rimowa with the aforementioned part and within a minute they had a replacement. Love my bag and the service it comes with.

Amazing service ! Came in to fix the latch the lady fixed it right there in 15 min and for free !! Thank you 🙏 I would definitely support this company !! Best luggage !

Quick service! They fixed our broken wheel in 20 min.Staffs are very friendly.

Wow! Beyond Expectations! What can I say? Came in with my trusty Rimowa Salsa Air that is now 5.5 years old and has around 300K miles on it, and got the inside zipper replaced all in about 2 hours! Fastest bag repair yet. The staff seemed apologetic that larger repairs would have to be sent off elsewhere, but they did say they had a loaner bag you could use. Basically, I think Rimowa is one of the best values out there. Sure their bags are $500+ but you are basically getting a bag for life that they will constantly repair. It is the opposite of disposable culture. I will also say that their bags are well made and make travel much easier. Will be buying another Rimowa bag, if and when, I ever need to!

We went there because the wheel on my boyfriends suitcase was broken after his flight to the US. They changed it within minutes for free and also gave us another wheel in case this is going to happen again. Great customer service!

I took my Rimowa there and they were excellent getting in fixed and back to me within a couple days. I have 3 Rimowas and love all them so I want them to last and take them in when there is an issue.

Very helpful salespeople. Top quality (and prices consistent with that) luggage.

Besides being an attractive store for a great product, the service here is extraordinarily good!I traveled to San Francisco from Europe and the pull-out handle of my Rimowa broke, so it couldnt be pulled out. I know the Rimowa service from Europe, which fixes every damage in the first 5 years of ownership, so I tried my luck here in San Francisco. Guess what, it worked. After a brief e-mail correspondence, I dropped my luggage for repair very late in the afternoon. I was welcomed personally - so the guys knew who I was, they knew the problem and promised me to fix the handle within two days. The next day, I happened to be close to the store again and I stopped to see, if my luggage was already fixed. Guess what: it was already fixed. Also, the guys fixed some other damages they found. All without cost for me. This is what I call a great customer experience!To summarize it: The money for a Rimowa is always a good spend. And with this extraordinary service, it is a real bargain. Thank you again, guys.

On a short visit at SF, walked in the store with my case to repair. no question asked, left my case there, got email later saying they have the spare parts and ready to pick up the next day!

Very nice store and attentive personnel. Special thanks to Justin, he momentarily helped with broken lock.

If you need hardcase suitcases, this one will last a longtime. They stand behind their guarantee policy and gonna be around for a lot more.

This is a top notch service. I had a defective lock, they just opened my suitcase and changed the lock.

If you are a tourist please save your money. The US charge huge increase compared to other parts of the world. If your a US customer, buy RIMOWA from another country

Did not experience good customer service

Store is closed as of June 15th, 2019.

Ashley I love you