Review Time
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?
Do not trust their "lifetime warranty". I am a 2 time B&R customer and have been having a terrible time dealing with their customer service regarding them NOT HONORING their warranty. First I was told that they could not repair it and that they would send me a replacement bag, BUT the bag they offered was a lower quality bag - it was not the same aesthetically nor functionally as my original bag. They denied sending me a bag of the same quality. Next, I spoke with a manager, Yvan, who said that they could repaid my bag but only the inside and the handle. They would not repair the outside parts (I think they ran out of the materials). The manager would not answer my questions and has been largely unhelpful. Thus, they are unable to honor their lifetime warranty and what makes it worse is that they are unhelpful and not very nice in their communication. I would expect more from a company has been around for a while and makes a good product. Really unfortunate. If you are considering buying a bag because of their "Lifetime Warranty" and reputation, think twice!Buyers beware. I hope they do right in the future.
Save your money you can have 6 inexpensive roller boards for the price of one of these. In less than six months of use I returned my suitcase with a difficult to telescope handle and a wheel that did not spin. I sent suitcase in to Briggs Riley for repairs. I received suitcase back today and the same wheel still does not spin. Very disappointing.
Customer service is unresponsive, uncaring and unpleasant. They completely missed a piece of my luggage on our delivery and promised I would receive in time for my travels. I made several attempts to reach customer service via chat, email and voicemail, but never received a call back, just a promise I would have prior to my departure. I never received my piece of luggage until after departing. The product is expensive to comparable products, and the horrible customer service convinces me to go elsewhere for my needs.
Briggs and Riley claim to have lifetime guarantee. Their bag broke down quickly and they said they cannot fix. They offered a bag much smaller and not of equal value since if they will replace it’s only demo bags. They then said they can fix and the service was crap, and it tore again months later.
Recently my medium Sympatico developed a crack under the retractable handle columns after many years frequent flying. B&R collected via DHL and after assessment at the 3rd-party repair service, came back to me to saying the suitcase is beyond repair. True to their word and the B&R lifetime warranty - they offered me a brand new suitcase as replacement. I have to say this probably has to be the best instance of customer service that I have had the pleasure of availing. Having had several items of B&R over the years - each impeccably well-made and functionally rich, this is the first time I've made use of the lifetime warranty. Without a doubt my next luggage buy will be from Briggs & Riley. Thanks B&R!
In my experience, Briggs & Riley's warranty is not what it claims. The customer service was terrible. I had my bag shipped for repair, and it was returned to me with no work order and in the same condition sent. Would recommend purchasing from another suitcase company and not B&R.
I have two bags in for repair at Briggs and Riley. They first try to give you credit for a new bag, (1/3 of original cost), then they cannot repair it. Hopefully in a month or two they will find a like for like discontinued "scratch and dent" model to send to me. I used to brag on how good B&R were, not now. I will find another luggage company.
My bag lost a wheel. The repair Center closed during the pandemic in my city. They charge me $15 to ship me a new wheels plus $27 shipping. I asked why do I have to pay $15 to get wheels to repair it myself when, if I sent it to them, they would have to pay to send it back OR if I went to a repair Center, they would provide the wheels for free. Their reply is that the $15 is for shipping and handling. B&R does not honour the spirit of its warranty and lets their customers down. I paid over $800 for that bag. Scam.
A complete and utter disappointment.My husband and I contemplated purchasing Briggs and Riley luggage for many years. At that time, the reviews were great and the warranty justified the cost. We finally decided to take the plunge, spend the money and "invest in a lifetime product." How wrong we were. After three uses, my suitcase had a tear at the seam. I contacted my local repair person, as per the B&R website and took my bag in. I should have done this backwards and contacted my local repair person prior to the purchase. The repair shop said B&R have been a nightmare to deal with. They will not replace any of their products, regardless of the damage. She gave me an example of a bag that had absolutely fallen apart and how B&R insisted she fix it. She said she basically had to rebuild the bag and it looked horrible when it was done. They didn't seem to care about the time it took, the cost involved or the satisfaction of the customer.My bag is still at the repair shop. She said, in spite of the fact that she and I both know the seam will continue to separate, she must repair and not replace. I am also looking at 6-8 weeks for the repair to be completed because she has so many other B&R items to be repaired, ahead of mine. Not a good sign. I have four B&R suitcases - you do the math. NOT CHEAP! I am very upset about this, considering the amount of money spent. Don't do it.
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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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