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October 2024 by Michael Errin Rios
I came across this brand when booking a charter on Blade. A salesperson, Calvin, quickly came to help.. I clearly had “clueless” written on my forehead. Calvin is smart, professional and answered directly all my questions asked. I explained to him I would return to make a purchase after my lunch.
Calvin went above and beyond during my purchase and when I went to make a change to the order after I left the island, he assisted every step of the way.
As a business owner I highly recommend RIMOWA keep an eye on this rising professional.
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July 2024 by OceanGuy 808
Awesome suitcases and even better service and repair department.
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July 2024 by Jameyia Shamia
Irene was wonderful! She walked me through the process of buying my first suitcase, showed me all of the features and went over the warranty with me. She also gave my suitcase a final wipe-down and was very careful with it to ensure it didn't get scratched.
Professional and attentive customer service!
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April 2024 by Jane
I'm happy with my experience at this Rimowa store, especially after having some disappointing service at another store in the mall. From the moment we stepped in, Soh warmly welcomed us and provided all the information we needed about their cases. He was professional and understood the products very well.
What stood out the most was his patience and willingness to let us take our time considering our options. He offered valuable advice without being pushy, which made the decision-making process much smoother. He also assisted us in choosing the perfect stamping style to complement the case we selected. Appreciate the great service.
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March 2024 by R “Strike” R
I have been a dedicated customer and owner of Rimowa products, possessing several pieces and frequenting Rimowa stores worldwide. I strive to maintain impartiality in my reviews, recognizing their potential impact on people's livelihoods. However, I feel compelled to address the review by W.M. Peters (WMP), which I find unhelpful and inaccurate.
Awarding just one star seems unjustified, especially considering the comment "my first Rimowa purchase but left," which suggests a lack of genuine intent to purchase. Additionally, W.M. Peters' (WMP) assertion about the limited selection at the Ala Moana store appears unfounded. It's improbable for an individual to possess comprehensive logistical knowledge of a store's inventory. If the desired inventory wasn't available, they could have sought assistance from the staff, who likely could have provided information about other stores that might carry it. However, such action requires engagement, and it's unclear if WMP sought assistance or simply left based on assumptions.
It's essential for customers to communicate their needs and preferences to the staff, allowing them the opportunity to address any concerns or offer alternatives. Simply assuming the lack of inventory without seeking clarification doesn't provide a fair basis for criticism. Effective communication between customers and staff is key to ensuring a satisfactory shopping experience for all parties involved.
Comparing the service at Rimowa to that of Costco seems illogical; a more appropriate comparison would involve another high-end luggage brand like Tumi or Samsonite. Moreover, WMP's insinuation of potential bias against Asian tourists is dismissive and suggestive of cultural or ethnic prejudice. It's plausible that WMP's experience was influenced by their own behavior in the store.
In contrast, my personal experiences at this store have been overwhelmingly positive. Residing in the area, I've frequented this store numerous times. During a recent visit, they promptly replaced all the wheels on my carry-on luggage within 30 minutes. While I've primarily engaged with the store for accessories and occasional after-sales service, the staff has consistently provided excellent assistance, addressing my inquiries and showcasing new products.
I intend to make future purchases from this store, reflecting my satisfaction with their service and products. Ultimately, it's crucial to offer fair and balanced assessments, acknowledging individual experiences while refraining from baseless criticism or unfounded comparisons.
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February 2024 by Mike Jones
Thank you to Soh for the help. Walked in not expected to purchase and walked out a happy well informed owner of a rimowa. Love the quality and warranty! Thanks for all the tips and hacks too!
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January 2024 by Jeff C.
On a recent trip my well traveled 14 year old Topas 29" Multiwheel case must have been handled by the gorillas from the Samsonite ad (if you're a bit older you may remember the TV commercial) It wasn't even full - brought it along mostly to carry goodies home from our trip. They must have dropped/slammed it pretty hard on the wheels because one broke clean off from the wheel housing itself. The other housings suffered damage but the wheels at least stayed in place. Damage of that nature had to take some doing. Hopefully Hawaiian Air will take care of that. I filed a claim and am awaiting word from them. That isn't the subject of the review though - it's the Rimowa store in the Ala Moana shopping center. They took excellent care of me even while juggling multiple customers. I was offered a cold drink during the short wait while other customers were taking delivery of their cases. Rimowa Ala Moana ended up replacing all 4 wheel housings but more importantly were able to get it done in very short order. Because of their speedy repair time I didn't have to go around Honolulu looking like a hobo with my clothes tossed into a trash bag carried over my shoulder. The whole customer service experience was excellent. That reminds me - I had a similar experience at the Waikiki Rimowa store years ago. Nothing as drastic as a broken off wheel but an adjustment of a misaligned Topas IATA carry on Multiwheel was taken care of much in the same courteous and expedient manner. I remain a fan.
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December 2023 by P B.
As a company I'd give Rimowa a 3.5 but this specific store in Waikiki -specifically Kumiko- offers amazing service. I was here a year ago and bought a piece. She remembered me, my name,what I bought and my job and really I had no other interaction with her during the year. They also were great at helping me out in a bind. My bag fell out of the back of an SUV on Xmas eve and they fixed it immediately. Saved the day really. If you want a Rimowa - get it here!!!!
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October 2023 by Jica N.
This 5-star review is for Soh and his exceptional customer service. I arranged for my luggage to be delivered to my hotel, but after leaving the store, I found myself having to call Rimowa multiple times due to last-minute hotel changes. Soh was incredibly kind and accommodating each time I called. I myself would have been annoyed with how many times I called, but Soh handled it with grace and patience. A big shoutout to Soh for going above and beyond to ensure my experience with Rimowa was top-notch. Thank you, Soh!
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September 2023 by Erik Warren
Excellent friendly kind service from Tyler Takamiya.
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September 2023 by Bitna Park
It's not cheaper than Korea, but the products are much more diverse. The staff who served me was friendly, so I was able to compare various items and make a purchase!
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September 2023 by Bella F.
I've always experienced great service here at this Rimowa. All the sales associates are super knowledgeable and kind especially Tyler. He was more than happy to show off some product demonstrations even when I had no intention to purchase said product. As for the store in general, this location is smaller than the one in Waikiki but I think it works in their favor as they are able to pay more attention to each customer and address/ answer any questions or concerns they have about the luggage or other accessories.
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July 2023 by W.M. Peters (WMP)
So disappointed in their service. Entered the store and no one greeted us, asked us for help, etc. We were basically on our own. It wasn't that crowded either. I was so ready to make my first Rimowa purchase but left. The selection at this Ala Moana store was very limited. I get better service at Costco. Maybe because I am not an Asian tourist? Just saying! Find another location.
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April 2023 by Daniel C.
RIMOWA is located in Ala Moana Center near Nordstrom side on the Mall Level. The store is clean and well lit with a lot of luggage on display. They offer carryon to check in luggage along with miscellaneous travel items. I'm not sure on the specifics of why RIMOWA is so good but they are at a good price point for quality luggage. My RIMOWA check in has been good to me and I have no complaints. I was advised that they come with a lifetime manufacturer defective warranty for those who were wondering. The sales person who assisted me on my most recent purchase was Shiping Lian and she was very knowledgeable. Her colleagues working the day I picked up the luggage provided exceptional customer service. The sales person receives a commission so I didn't expect that level of customer service from her colleagues. 5 star service for those two colleagues. Their service was so amazing that it compelled me to review the store. I only wish I got their names. Originally I was planning to purchase the Louis Vuitton carryon luggage but I wasn't a fan of their new handle. It's too wide and I cannot slide my backpack on the handle. Since I just purchased the backpack, I decided to look for another brand so I can get some use out of the backpack. RIMOWA came to mind and I stopped by to see what they had available. I ended up picking up a Hybrid Cabin because it is made with polycarbonate and aluminium-magnesium alloy with two locks. Great brand for luggage and highly recommended.
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December 2022 by tina G
Great employees
