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February 2024 by Mike Kass
So I've bought 4 pieces of luggage at this store. All of those experiences were fine to great. Today was a service experience.Pros: wheel that fell off was quickly reattached. Divider that snapped was also quickly replaced complimentary. Service gentleman was quick to take care of those two repairs.Cons: $52 charge for bash on side of suitcase as it's considered cosmetic. IMO it's not cosmetic and for a $1400 suitcase you would think that it could have been taken care of. Clerk at the lower lobby desk.
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August 2023 by Angie P.
I had a really strange experience here. I walked in with my husband and no one greeted us. There were several people talking and laughing. That was perfectly fine since I don't particularly like being bombarded by salespeople when I walk in. As I saw a nice looking carry on in a particular color, I said oh I like this color , do you work here and the man said no I don't work here and didn't smile or anything. It was so akward. I said oh Im sorry. It turned out he did did work there and it just seemed he didn't want to help me. It was the most akward situation ever. I think he thought I was not really going to purchase something or who knows but my husband felt the tension and just said ok well he knows you are window shopping, lets go and he was happy I left. Strange! Anyhow, I detest when people say racial discrimination stuff however I felt maybe he did not care for me because of my race. Maybe I am wrong. But he was definitely strange toward me. Do better!!!!!!!!
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March 2023 by yeonhwa Yoo
Staff are friendly
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December 2022 by Shawn Besabella (Shawn B.)
The sales associate Tyler that helped me find my first crossbody bag was super attentive and patient with me as I browsed the store up and down for a handful of items. I had a great experience here.
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November 2022 by WeiChin Chen
Great customer service! I usually purchase Rimowa through Paris shops, but the customer service at the Waikiki one is above and beyond. Peter was fantastic and great for helping me getting a special purchase made.
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July 2022 by ReyesN X.
Cute store, friendly staff and great service! I purchased my luggage here a few years ago and I had to do a repair. Luckily there was someone there and did the repair in a few minutes.
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July 2022 by Leo R.
Cute store, friendly staff and great service! I purchased my luggage here a few years ago and I had to do a repair. Luckily there was someone there and did the repair in a few minutes.
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May 2022 by Shawn Besabella
The sales associate Tyler that helped me find my first crossbody bag was super attentive and patient with me as I browsed the store up and down for a handful of items. I had a great experience here.
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March 2022 by Kevin Bewick
I had a new large checked piece that was abused by united on its first trip. I stopped by to ask about the possibility of repair and was instructed to stop by the next day with the piece.I brought it in and was told they could pop out the dents that day and have it back before my departure the following day. I left it there after purchasing an additional carry on.Several hours later I receive a text informing me the repairman wasn’t working that day and the repairs couldn’t be performed.This is the perfect example of over-promising and under-delivering. Why wasn’t a call made on the spot to determine if they could do as they promised? It would have saved me from coming back unnecessarily and not left a sense of disappointment. The salesperson that I spoke with didn’t even have the courtesy to speak with me directly when I returned.I like the product but I wouldn’t do business with this location ever again. Very unhappy and extremely disappointed.
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January 2022 by Dylan Keith W.
I wrote a recent review about Hermes where the sales associates judge you based on whether they think you're going to buy or not before you even have a chance to show you're serious, and I felt the exact same way here. We came in here looking for a suitcase for my wife, and the sales associate (an older Japanese lady) had zero interest in helping us. We were trying to ask her about a particular color suitcase, and she really didn't want to show us because she was judging us thinking we were just wasting her time, which we weren't giving her any impression of. The sales associate straight up told us they didn't have the suitcase we wanted in the size and color my wife liked. It was only after my wife made a direct comment like "I wish you had it in stock because I would buy it right now" did the sales associate all of a sudden go "Ohhh, actually I do think we have it in stock." How convenient. The sales associate basically was trying to save herself from bringing the suitcase out unless she really knew we were going to buy it which is why she lied, which is a crappy way to treat customers. After I paid for the suitcase, the sales associate asked me if we wanted her to put it in a large store bag or to just carry it out. We didn't really want to waste a bag for no reason so we said we'd just carry the suitcase out of the store. She then brought over a contract outlining the return policy and warranty policy she wanted me to sign. Initially we were going to just take the suitcase without a bag and just carry it out the store, but right before signing and only after we asked she informed us that if we walk out the store with just the suitcase, then we are immediately liable for any damage or wear making the return policy void and the warranty policy harder to make claims. I immediately was like F that, give me a store bag to put it in, and the sales associate got noticeably irritated because she needed to print out a new form for me to sign saying I'm taking the product with a store bag. Like...that's not my fault she didn't inform us of how the policies would work before she printed out the forms. Overall, such a negative experience on what should feel like you're treating yourself to a bit of luxury. You should walk away from a store like that feeling happy, and we definitely weren't. Props to the other employee there though who was pleasant. He wasn't working with us but he still asked me how my day was going and let us leave through the back side of the store even though it's normally locked because it started to drizzle a bit.
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December 2021 by kim jii
December 2021
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December 2021 by jenna
Super fast service
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November 2021 by Yaxiong Wang
Store closes at 8 and we showed up at 7:43 to buy a luggage we like. And there’s no line. The store agent didn’t let us in and citing they are serving the last customer of the day. Not expecting this kinda service from a boutique store. Sorry Waikiki store you just lost a customer.
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August 2021 by Jennifer J.
Super nice sales lady and bought a carry on to match my check in. I even brought my check in and she helped me unlock it and showed me how to reset the lock if it gets stuck again.
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August 2021 by A. Leona H.
My SO had been looking online at Rimowa luggage for months. We spent the day walking around The Royal Hawaiian Center and saw the store and decided it couldn't hurt to check it out. Faye was so nice and sincere from the moment we walked in. She didn't hesitate to show us every suitcase we asked about. She provided some great information and was so helpful. We actually took all the information she provided and thought about it overnight before going back to finally purchase a luggage. We really appreciated the great service.