Briggs & Riley Reviews 3,547

My wife and I brought our Baseline 21" roller in for service at the headquarters in Hauppauge NY. The staff was welcoming and friendly and did the repairs right on the spot ( I was expecting to have to return a week later) The telescopic trolley pull needed replacement. The work was done in 20 minutes and was even brought out to our car while we waited. I would definitely recommend Briggs and Riley they stand behind their product.

Phenomenal company. I have been using B&R products for years and their customer service is top notch. Great products that last and work hard to take care of any issues you might have. Recently I had to replace my frame for my monogram and they shipped a new one with screws free of charge. Super helpful!

The customer service Rep (Chuck) was incredibly helpful in resolving my issue. The life-time warranty is amazing! The repair facility they are using in Santa Ana CA is another story. Avion Luggage is a "S" show. They lost my repaired luggage by giving it to someone else who "came in to pick it up".... I never picked it up.

Chuck was terrific! Assisted with my luggage repair and made suggestions for future purchases. So incredibly friendly and helpful!!

I had a part that broke and I contacted the customer service group. Christine Fichter Reached out to me and said they would be happy to fix it and could I mail the suitcase to them. I explained to Christine that it was an easy part to replace and that I had already removed it, she mailed me the part and I replaced it. Great service and a great product. Leroy Ginn

Talked to Will and Chuck and they both went above and beyond to help me. Very happy to have a Briggs and Riley Carry on. Thanks again.

We have owned 5 pieces of B & E luggage for over 25 years. Our bags have travelled on 5 around yhe world trips plus several 3 or 4 month trips to Europe, Asia and America with only 1 wheel problem and 1 handle. The customer service has been outstanding on both occasions that I required parts. As there are no repair centres in Australia I have undertaken the repairs myself given how easy it is to swap and repair the bags.
The bags have served us well and after 25 years of travel still look amazing.

I bought the 22” carry on bag and loved it so much that I bought the shorter carry on bag for my short trips. It also interlocks with my other larger roller bag so super convenient when I travel with a checked bag. I now want to get the larger bags to complete my set. I would highly recommend Briggs & Riley as a baggage specialist who works for an airline and knows the beating a bag can take when traveling. I’m 100% that these bags will hold up under the stress of being checked when traveling.

Contacted customer service to get a replacement handle for my cabin case that i'd had for a number of years. Had one sent out to me free of charge under warranty and it arrived the next day.
The handle was easy to fit in a couple of minutes.
Excellent customer service!

Buying a Briggs & Riley has been a very rewarding experience.apart from world class travel bags the after sales experience stands out remarkably.
I had a broken wheel after close to 4years of usage.All it took was an email from me & with in a week the replacement wheel was at my doorstep from USA to Bombay,india.
Outstanding & remarkable work indeed.

Briggs & Riley is the best luggage company in the world. No one can beat their quality products and exceptional customer service. I own the Briggs & Riley Work Medium Cargo Backpack, Briggs & Riley Baseline Garment Duffle, Briggs & Riley Baseline Essential 22” Carry-On Expandable Spinner, and the Briggs & Riley Carry-On Compression Packing Cube Set. I highly recommend that you look no further than Briggs & Riely.

When an airline returned my suitcase with a broken handle, customer service replied immediately and made every effort to repair the damage.
I am very satisfied with their response and confidant for the future of my luggage.

The agent that handled my issue was prompt, efficient, and extremely helpful. He provided a very satisfactory resolution to my question. Briggs and Riley is THE best luggage hands down. My wife and I are so happy we discovered them.

Timeless design paired with a focus on serviceability. Had a situation with wheels giving way after years of use, customer support worked out replacement parts and shipped them to me in Malaysia.

Got an immediate response to my question and services was offered. Very very happy hoped to buy another bag again soon love your product and your warranty and customer service.

Emailed for a part for my roller luggage. They responded right away and sent me the part within a few days. Customer service was great, and I would recommend it.

The Product is what sold us. After Extensive Research it was the only brand that offered a safe & secure warranty. When getting to see the product upclose the amazing detail and enhancements to the Suite Case was amazing. You can not only see the quality you can feel it. I had purchased other expensive suit cases only to find out that is was out of warranty and cost of shipping to repair and Item was frustrating. The customer service I received is also was so amazing, communication, shipping, confirmation was a major surprise. This was an investment and I am so glad that I invested in a great product and great customer service

I’d like to share that I had the pleasure of working with Chuck from Briggs & Riley, and he was truly exceptional. He was professional, courteous, and genuinely caring throughout the entire process. What stood out most was his consistent follow-up and reassurance that he was staying on top of my situation. His level of attention and service was outstanding. Thank you so much, Chuck—it was a pleasure working with you and your team. While I hope I won’t need assistance again, it’s reassuring to know that if I do, I’ll be in excellent hands. Briggs & Riley truly delivers superior luggage backed by superior service—it’s absolutely worth every dollar.

We had a bag with a crack in it, discovered while we were overseas, and when we got home we only had 2 weeks to figure out a proper replacement or fix before we moved overseas. I was skeptical they could help us, but Chuck was excellent and highly communicative and assured me it could be done within our narrow timeframe. We sent in our bag at Walgreens (FedEx pickup) and received a confirmation the next day that a replacement bag would arrive in 3 days. Very satisfied customer.

Outstanding, Chuck was super helpful. Better then I expected!!