Review Time
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.
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.
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.
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.
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.
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.
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.
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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
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