Having been a loyal customer for over 15 years, I have always valued the quality and durability of their suitcases. Unfortunately, my latest experience has been very disappointing. In September 2023, I purchased a suitcase from their Essential line, which seems to have replaced the previously trusted line. Despite minimal use, this suitcase has experienced multiple material failures. After just three trips, the inner lining tore. Addressing this issue was frustrating; I had to repeatedly push customer service to acknowledge the problem and advocate for a shipping box and coverage of shipping costs. Six weeks passed from my initial repair request to receiving confirmation that they would fix it and cover shipping. Now, having just returned from another trip, I've discovered a 2–3 inch crack near one of the wheels. I used to recommend this brand enthusiastically to friends and family. The first suitcase I bought 15 years ago only recently developed its first crack. While I didn’t expect it to be indestructible, for a product marketed as premium, I expected better durability. These recurring issues indicate a broader decline in quality rather than isolated incidents. Prices have increased while quality seems to have decreased, and I can’t endure their service process again. That's why I'm sharing my experience.
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RIMOWA is a manufacturer of premium luggage. The company was founded in 1898, in Cologne, Germany.
