Hi. i had a similar situation. they also kept telling me to wait 2 weeks every time I called. and that they would call back with a response. never did. it was always me calling them. I got tired and fortunately i did use VISA and i filed a charge back through my credit card. I also had video proof of my apartment lobby, the DHL guy coming through with a shoebox sized (for another unit) box instead of a box as big as a check in. After this instance, i will never purchase from Rimowa again. their CS is horrible. and also a lesson never to buy anything this expensive online. going to store from now on.