Review Time
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.
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.
25 years ago Briggs-Riley was the top of the line road warrior luggage. The lifetime guarantee was a huge benefit. Today a 3 week repair takes 7 weeks and when you get your bag back it is an inadequate repair that looks like something you did in your garage. No call satisfaction when escalated. By cheap luggage and toss it out when it fails, because this is a waste of time and $.
DO NOT RECOMMEND...horrible customer service and almost zero follow up on their own.Ordered luggage on 7/4. Didn't expedite since I wasn't in a rush.Assignment comes in...now I need it sooner, so I call Monday morning soon as they open to change my shipping (didn't ask for it to be free, happy to pay)"You can't change your shipping" once the order is placed.WHAT?! WHAT YEAR IS THIS?! it was a holiday weekend, nobody was working, and I was told by the customer service agent that the order hadn't even been picked yet. So what's the issue? I managed to get 14 promo emails in the 3 days since I ordered, including ones to tell me I have a cart full of stuff (read 2nd line) but yet you can't change shipping? Are you the USPS?So... customer service rep tells me someone will get back to me shortly. This of course after she read back an order and an email address that wasn't mine at all for confirming contact info. Suffice it to say, my expectations of hearing from someone in short order were not overly high.Never heard back from anybody yesterday, never heard back from anybody today. So around 1 o'clock I reach back out… They now tell me that it's shipped after I specifically said I wanted to cancel the order because I will not be here to accept the package.It has not shipped. In this day and age for a company that does online ordering, (I'm guessing they're using either shipstation or something along those lines) I know from dealing with more reputable dealers, it is not hard to adjust shipping labels and rates especially when the order hadn't even been picked.For the amount of money that they charge for these types of products, I expected WAY better customer service. Guess I'm just gonna have to dispute the charge now. Thanks guys!
Sigh, I love my Briggs & Riley Deluxe Hangable Kit unfortunately it is starting to come apart at the seams barely a year after purchase (purchased Feb of 2024, it is now June 2025). Going to switch back to my Eagle Creek hanging kit which I have had for over 10 years with no issues. Glad I kept it. To get my bag repaired I would have to pay for shipping to another country most likely paying custom fees each way. I travel A LOT and I need luggage that will hold up.
The interlocking system (and the reason we bought the two carryon roller bags) doesn't function if the top roller bag has four wheels. And BR knows this -- they indicated in response to my complaint that "customers requested the interlock function on additional bags and it just doesn't work perfectly on the four-wheeled bags". Then don't sell that it interlocks! Also, we purchased eight total pieces to "never buy luggage again". The colors don't match bag to bag in the olive color (again BR has an excuse - different materials don't match - then give them different color names people). Finally, this luggage is heavier than our previous highest end Samsonite. So heavy that I wonder if I'll actually be able to drag it for international travel. I don't recommend.
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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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