Order number: #142256 Order date: Oct 12 2022 Order amount: $243.00 Issue: - Did not receive package, no refunds received. - BR customer service hotline is a luck game. It is impossible to get in contact with any single person and the phone system hangs up on your call after letting you hold for 2:08 minutes. - I am now doubtful of all the Briggs & Riley (BR) good reviews I read online. 17 Oct: - Fedex & BR emailed to say that package is delivered attached with a picture of delivery. - Emailed BR & Fedex that package was not delivered to me and the picture of delivery is not my house. - From 17 Oct to 19 Oct: Only automated replies from Fedex were received, saying that they are investigating the case. No case number provided. 18 Oct: - Janea Jarrell from BR replied saying that the package was delivered as per Fedex tracking info. I replied saying that the package was not delivered to my house. 20 Oct: - I called BR customer service hotline, Darla Wood picked it up and raised a case number with Fedex because apparently my case was not logged into their system despite me raising the case on 17 Oct. - Told me in email that Fedex will investigate and contact me. After which I will then need to call back to BR and inform them about the outcome of the investigation. - Within 20 minutes of the email, Fedex called and told me investigation completed, my package cannot be found/retrieved and I will need to call BR myself to tell them about this status. From 20 Oct to 24 Oct: I have sent in 3 emails, called more than 15 times, left voice messages to BR customer service hotline. None of the calls were picked up and none of the emails/voice messages replied. I just want to get back my money and never deal with this company ever again.Updates: 24 Oct: Posted on BBB. 27 Oct: Darla Wood finally replied, but as usual, no outcome. Said that BR will file a claim with FedEx and ask that I get credited back in full. Nov 1: Darla Wood asked me for more evidence pictures of my house to send to FedEx. Nov 9: After sending 3 emails asking for updates, I receive a reply from Darla Wood. Darla Wood mentioned that FedEx denied the claim stating that they delivered to the right house etc. And she is in process to provide info that they didn't deliver to the right place. Up till this point, the process is unacceptable to me. And I replied stating that once it is proven with evidence that customer did not receive the package, BR should honour the refund and process it immediately. The claims between BR and FedEx is to be taken back end and resolved by themselves. As a customer, I did not choose the shipping company, so why do I have to wait till FedEx approve the claims before I can get my refund? Did I buy my product from FedEx or BR? I'm honestly confused and frustrated. Many companies in USA just drags out the refund process in hopes that customer will eventually forget about it or just give up chasing for the refund. My stand is, just don't trust BR's good reviews and please just steer clear of this company. There's a lot of other brands out there.
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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
