Premium price, subpar service: A broken promise of a warranty
As a frequent traveler, I chose Briggs & Riley based on their "Simple as That" lifetime guarantee. Unfortunately, my recent experience has been anything but simple.The repair process has been so poorly managed that John Lewis has had to step in to deal with the manufacturer directly. I have an upcoming trip and have been forced to formally demand the immediate return of my suitcase because the repair center's communication and turnaround are non-existent.It is unacceptable that a customer must chase a company this hard simply to get their own property back. They sell you on "peace of mind," but deliver nothing but stress and delays. If you are a professional who relies on your luggage, look elsewhere—this brand no longer lives up to its heritage.
Naoto Morita
Poor quality luggage with no warranty
Handles on my both of my Briggs & Riley cases are disintegrating. We contacted B&R for warranty replacements and they refused because they haven’t fallen off yet. So I need to wait for the handles to completely fall off my luggage and leave me stranded on a trip for you fix them?!? Unbelievable behaviour from a ‘premium’ brand. I have had better quality bags that I have bought on markets on Canal St in NY, TKMaxx or cheap shops in Xintandai. The bag that has been meant to last has been in for repairs twice and still keeps breaking down. Overpriced junk and a company that refused to stand behind its warranty. Briggs & Riley is not a reputable company. It is all hype but fails to deliver on basic warranty work.
Dennis R
I would give them 0 stars if I could
I would give them 0 stars if I could. Terrible customer service.Returned an item weeks ago - tracking shows delivered. Still no refund, no confirmation, no communication.Live chat barely works, emails go unanswered, and customer service reps hang up on you. You have to keep chasing them for a refund that should be automatic.Very disappointing experience. Do not buy from them if you expect decent service.
Vedika Jajodia
Not so great… for the price.
My experience has been disappointing. I chose Briggs & Riley expecting a premium luxury experience given the nearly $1,000 spent on a roller board and tote bag. Unfortunately, the order arrived with an incorrect monogram, which immediately set a negative tone.What was more frustrating was the resolution offered. Instead of simply replacing the incorrectly monogrammed bag, customer service suggested that I replace the monogram myself by installing a patch. Asking a customer to perform any mechanical or corrective work on a brand new, unused product at this price point is not appropriate and does not align with the expectations of a luxury brand. The tote bag is still in its original packaging and has never been used or opened.While the representatives were polite, the overall handling of the issue felt inefficient and fell short of the premium service Briggs & Riley promotes. I expected a seamless replacement and proactive customer care, not workarounds.I hope Briggs & Riley takes this feedback seriously and improves both quality control and post-purchase support to better reflect the brand’s positioning.
Jesse Sanchez
Worth the investment!
We purchased a full line of Briggs and Riley more than 30 years ago and still use the pieces today, traveling in and out of the USA. The quality of their pieces is incredible and we just sent one bag for corner repair and to replace a zipper pull that fell off / was as expected, free with lifetime guarantee. I just picked up a tote and am already in love! Great line.
Dawn Dorsch
Lifetime guarantee is not fit for purpose
My olive green large Sympatico suitcase has had one voyage and on return home the rubber part surrounding the suitcase has been chewed up and ripped . Despite me asking twice that this is not really in line with a product that carries a lifetime guarantee they state it is cosmetic damage and can't be repaired. I have had other cheaper luggage and it has fared far better on many long and short haul voyages. Im not sure why they would want their brand known to rip in such a way and not be able to withstand normal transit procedures. Not impressed.
kmd
This bag is a complete disappointment
This bag is a complete disappointment. Customer service was condescending and dismissive. The suitcase feels flimsy, offers zero laptop protection, and seems like it could pop open at any moment. The pocket feature is useless if you pack anything else inside. Overhyped, overpriced, and absolutely not worth it. Would not recommend.
Julie Call
Lifetime warranty is a lie!
The zipper failed on one of our Baseline suitcases. The fabric tore next to the teeth of the zipper. We paid to return the case only to be told this was unrepairable. They gave us two options: take a pathetic $275 discount on a new bag (which now cost between $860 and $930!) or wait until a demo bag is returned by one of their reps. Almost 1.5 years and still no bag. Completely unacceptable.
Gerald Sar
False Guarantees
Do not buy for their guarantee!Sent my backpack with two broken zips for repair, received it back nearly 3 weeks later covered in mold and all leather patches cracked.Bag is completely destroyed, yet to hear back from briggs and Riley
Jamie
Quality control non-existent
I've spent a thousand dollars on a bag for a three month trip only to find after the first use, the handle was malfunctioning. So for 3 months I had to carry around a bag where the handle lock would unlock with 20 pounds of weight in the bag. Do they even have anyone checking these bags before they send them out?
Chris Pugh
25 years ago Briggs-Riley was the top…
25 years ago Briggs-Riley was the top of the line road warrior luggage. The lifetime guarantee was a huge benefit. Today a 3 week repair takes 7 weeks and when you get your bag back it is an inadequate repair that looks like something you did in your garage. No call satisfaction when escalated. By cheap luggage and toss it out when it fails, because this is a waste of time and $.
Ron Cumbee
DO NOT RECOMMEND...horrible customer…
DO NOT RECOMMEND...horrible customer service and almost zero follow up on their own.Ordered luggage on 7/4. Didn't expedite since I wasn't in a rush.Assignment comes in...now I need it sooner, so I call Monday morning soon as they open to change my shipping (didn't ask for it to be free, happy to pay)"You can't change your shipping" once the order is placed.WHAT?! WHAT YEAR IS THIS?! it was a holiday weekend, nobody was working, and I was told by the customer service agent that the order hadn't even been picked yet. So what's the issue? I managed to get 14 promo emails in the 3 days since I ordered, including ones to tell me I have a cart full of stuff (read 2nd line) but yet you can't change shipping? Are you the USPS?So... customer service rep tells me someone will get back to me shortly. This of course after she read back an order and an email address that wasn't mine at all for confirming contact info. Suffice it to say, my expectations of hearing from someone in short order were not overly high.Never heard back from anybody yesterday, never heard back from anybody today. So around 1 o'clock I reach back out… They now tell me that it's shipped after I specifically said I wanted to cancel the order because I will not be here to accept the package.It has not shipped. In this day and age for a company that does online ordering, (I'm guessing they're using either shipstation or something along those lines) I know from dealing with more reputable dealers, it is not hard to adjust shipping labels and rates especially when the order hadn't even been picked.For the amount of money that they charge for these types of products, I expected WAY better customer service. Guess I'm just gonna have to dispute the charge now. Thanks guys!
BP Miller
Great bag, wish it was more sturdy
Sigh, I love my Briggs & Riley Deluxe Hangable Kit unfortunately it is starting to come apart at the seams barely a year after purchase (purchased Feb of 2024, it is now June 2025). Going to switch back to my Eagle Creek hanging kit which I have had for over 10 years with no issues. Glad I kept it. To get my bag repaired I would have to pay for shipping to another country most likely paying custom fees each way. I travel A LOT and I need luggage that will hold up.
Marisa L
Poor
Poor . Bag broke mid trip - handle got stuck. Lost confidence in brand . Only had the bag 18 months.
Siobhan
They burned my bag at their repair…
They burned my bag at their repair center during the repair. Poor response.
Burry
Faulty interlocking system (and the reason…
The interlocking system (and the reason we bought the two carryon roller bags) doesn't function if the top roller bag has four wheels. And BR knows this -- they indicated in response to my complaint that "customers requested the interlock function on additional bags and it just doesn't work perfectly on the four-wheeled bags". Then don't sell that it interlocks! Also, we purchased eight total pieces to "never buy luggage again". The colors don't match bag to bag in the olive color (again BR has an excuse - different materials don't match - then give them different color names people). Finally, this luggage is heavier than our previous highest end Samsonite. So heavy that I wonder if I'll actually be able to drag it for international travel. I don't recommend.
Dotty Sheldon Bollinger
Lifetime warranty not honored
My wife bought Briggs and Riley years ago because she was so swayed by the lifetime warranty. Well, the bag lasted several years and broke during a trip. Briggs and Riley could not fix it and they have never replaced the bag. They can only replace with factory demo but they’ve never had a sample to replace the suitcase we lost. What a disappointment that they really don’t honor the lifetime warranty they offered. Additionally you’ll have to pay all shipping and handling for any transactions.
Ray Lin
They won’t monogram your product for free post-purchase
I received their expandable essential kit as a holiday gift. My gift giver forgot to have the item monogrammed. Now they want to charge me $20 more to monogram it. Pathetic. Their customer service (my rep was Christine Fichter) was unhelpful.
Joseph Dzialo
lifetime warranty not what it is expected to be.
Check out their life time warranty process, not as great as advertised. Repair centers are far away and shipping your damaged cases is on your own tab. Repairs done were not to my standard.
Ian
Lifetime Guarantee??????????
I have two pieces of Briggs and Riley luggage. The Sympatico checked luggage was purchased new 6 years ago. During COVID it was not used for 3 years. Last year I used it and a wheel cracked. Customer service sent me a replacement and that fixed it. I used it again last month and when I was on my trip, another wheel cracked and the weather stripping had cracked all along the sewn in area. To top it off, when I got home I saw that there was a substantial crack on the bottom. I contacted their customer service and they agreed that because of the crack it could not be repaired. I expected a lifetime guarantee to be hnored in the form of a new replacement sent to me with all fees and taxes paid. K replied and said that there are two options......they would give me a warehouse credit which I calculate to be 63% of the new replacement and I would pay shipping and since I am outside of the U.S., I would pay duties. We are talking hundreds of dollars.....no way. The second option was to have one of their demos (which is not new) and they would send it to me......and again I would pay duties etc. Absolutely no way! When I told them that I will only accept a new replacement with all taxes and duties and shipping paid, they did not reply further. As others have commented here and on google, their lifetime guarantee........ummmmmmm
Chris Hicks
