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.
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Engineered for reality. When you’re traveling, they can mean the difference between fast or frantic, relaxed or riled. You see, at Briggs & Riley we do what many consider unthinkable these days. We listen. To customers, to retail partners, to our team of repair experts. Then we design our bags around real-world needs and wants. A handle mounted on the outside of a bag to create more room and flat packing. A pocket to hold toiletries or safeguard your passport. An expansion system that adds capacity then compresses your belongings securely in place. In fact, we have multiple patents designed to make travel, well, easier . It ’s innovative thinking like this – never for innovation’s sake – that sets Briggs & Riley apart. Now combine all that with the only unconditional lifetime guarantee in the business. It’s no wonder our customers are nothing short of Fanatical about our bags.See more
