Briggs & Riley Reviews 3,547

A company that truly stands behind its warranty. I had a bag damaged during travel, and although the local B&R shop attempted a repair, I wasn’t satisfied with the result. I reached out to customer service and was connected with Chuck Scheper, who handled everything quickly and professionally. He resolved the issue and even replaced my suitcase with a brand‑new one.

B&R proves they are exactly who they claim to be—a brand that stands behind its products and its customers. Thank you for taking such great care of a long‑time B&R client.

Chuck Scheper a representive for company made my final decision for me so easy and having peace of mind going on a 2 week trip to London Normandy and Paris. I was so torn between the 22 inch expandable baseline spinner"carry on" but didn't want to go to the 26 Baseline expandable for two weeks in Europe and riding a train between London and Paris and then Paris to Normandy. Then back to Paris for 4 days. So i bought the weekender tote to put on the trolley sleeve to hold extra items. Now i can roll all of it on the plane. We are going First Class so why not have luggage that is First Class!!!

Had an issue with an accessory order and I was surprised and very pleased with their handling of the issue! Particularly, because the issue was due to my missordering, but they sent me what I had originally thought I was ordering with out any hassle or charge!

Great service support. Thank you for making my repair experience easy and fast!

I wouldn’t deal with them again. Their customer service was terrible! I ordered two bags from them a 56cm Carry-On Spinner - Navy and an Extra Large Expandable Spinner - Navy totalling roughly $1500. Less then 24hrs after ordering my wife changes her mind and doesn’t want the bags, doesn’t want to spend that on bags. I try and cancel B+R” sorry you have to take delivery and then return them”. Ok so I wait, the 56cm spinner shows up the Extra Large spinner doesn’t. And it never does it took 6 months of conversation and waiting for B+R to admit it was lost and refund me. In this time FedEx sends me a message saying no claim for me because I’m not the shipper, leaving me wondering WTF is going on! I take the 56cm spinner to my local FedEx shop that has just drop the package off and they will scan it in, well I guess something went wrong because according to B+R the label never got used! So they won’t refund me for the 56cm bag. According to FedEx because it had been 6 months that number is in active it’s too old. So I waited 6 months for half my refund and to be told that I won’t get anything for the 56cm bag because no one will claim responsibility!

So pleased to add another piece to our B&R luggage set. After years of reliable service, we wouldn't dream of buying anything else. I chose a style similar to my wife's to replace my backpack—the smart layout and practicality made it a no-brainer.

Guarantee and warranty was fabulous. My kids bent the pull handle on my favorite Briggs and Riley bag. Call into customer service and they were able to give me address of local repair shop. Took bag in and repaired to new in 1 day. My 15 year old bag is good as new.

Warranty is every bit that they say it is. Delta airline damaged my bag and broke my wheel off. Called Briggs and Riley and spoke to Emma. She created a FedEx label for free. 7 days latter I had my bag back with a brand new wheel. Bags looked brand new. Great customer service and awesome warranty.

Recently bought a Baseline 22-inch carry-on and absolutely love the bag.

They claim to have a life-time warranty. Well they may have one, but they really do not live up to expectations.

My bag keeps falling apart b/c the support poles come out of the holes. So I have paid to ship it back and they simply put the poles back in the holes; then the first time you use it, the poles come out again and the frame is non-existent.

So do not expect a high end product or great service even though you are paying a high end price.

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.

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.

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.

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.

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.

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.

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.

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.

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

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?