Review Time
I've owned several of their bags and their quality isn't what they say it is. The wheels aren't any better then less expensive brands such as Samsonite and frankly, I think Samsonite is better in every way, but what you're paying for is the name. You pay 3X as much for a bag from a company with the Worst Customer Service I've ever seen. If you call them and leave a message (because they never answer), don't expect to ever hear back, because you won't. They simply don't care about you after they get your money, so please do not waste time or money with this shame of a company.
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.
Wanted to buy a carry-on and checked suitcase from B&R. Saw Costco next offered the carry-on at a great price. Placed the order but had problems getting it through online. Called for several hours during business times, but kept getting voice mail -referring me to their website FAQ's!! Some issues cannot be resolved by your FAQ's and if you publish a customer service phone number, then customer service should answer those calls and not send them to voice mail EVERY time. I then received an email that my order was cancelled -no reason given- and continued to try to reach customer service to no avail. I then called Costco because I know customer service is important to them and they got in touch with B&R and then forwarded me the B&R response email which was full of B.S.. In the meantime I looked up B&R reviews online and most of them complain about NO ONE EVER answering the phone at customer service as well as their so called 'lifetime warranty'. They market themselves as an exclusive luggage company, but for truly high end companies customer service is an absolute must. Apparently, they don't care enough to read all these negative reviews and rectify. I'm going with a different company for my new luggage.
Briggs and Riley is a scam. Their guarantee is a scam. I have called them countless times and they never answer their phone. You leave a message and they never call you back. They pretend to have a great warranty but they don’t back it up. Do not buy their product.
Janea Jarrell (Briggs & Riley)Aug 1, 2022, 11:20 AM EDTHi Marc, I have placed an order to send you a new patch personalized with MJW. You will receive an email confirmation and tracking once the order ships. If I can be of further assistance, please let me knowHi Marc,My sincerest apologies for the confusion, I have been advised because the item was not recently purchased (within 48hrs) with Briggs & Riley, I am not authorized to send a complimentary patch.The personalization patches are available for purchase on BR.COM for $20.00. Each product ships free with instructions on how to install the patch on your Briggs & Riley bagOrdered a $360 backpack, and placed the order for my complimentary patch and denied. Briggs RENEGES
I have been a Briggs customer forever because the bags are built like tanks and if something ever went wrong they always were fixed without issue.Recently the Briggs service centre in my city closed during Covid so I no longer have a local repair shop. When the handle ripped off the bag instead of sending me a replacement (it’s a DIY fix) they told me I needed to pay $20 for a new one and another $25 to ship it to Canada. Completely unacceptable for a company that claims to have a lifetime warranty. Will look elsewhere for my next bag.
I had my Briggs & Riley backpack which I used for work and vacation for many years (8 I think as a minimum). Great bag and still looked "as new" even at that age.Earlier this year, the zip track broke. Not sure how - but made it unusable. I took it to a local repairer who told me that Briggs & Riley provide a lifetime warranty so although he could repair it I should speak to them first. I just assumed that a zip track would be a wear and tear item - but sent the bag off to be looked at via their UK repair service (very simple automated service).1 week later I got a call from Briggs & Riley to say that it wasn't really repairable at that age/not a current model, so they would send me a new replacement bag!And they did. The new version of the closest to my original bag. I couldn't be happier. Buying a premium product with a lifetime warranty has paid off for me big time. Well done Briggs & Riley. I would only buy your bags from now on as a result.
I wish that I had read some of these reviews before sending my Briggs & Riley Torq Spinner suitcase in for repair under the so-called 'Lifetime' Warranty. The workmanship was very poor and whoever tried to repair it caused more damage! It's now unusable, but I have not been offered any sort of discount on replacement, despite my polite dissatisfaction.
Worst bag I’ve owned. I purchased the carryon ZDX 4 wheel and it is garbage. I’ve had it since 11/21 and the wheels are already out of alignment. The bag is difficult to use now since it pulls as I walk and it sucks on public transit since it has 4 wheels. Not great for my lifestyle. Was hoping Briggs could help me with a solution. I sent a note to customer service two weeks ago and had to send a follow up before someone responded. The response was not helpful so I called and was told I can sell it on eBay and then the agent hung up. If they are selling a premium product I expect better customer service. Wish I had replaced my old bag with a new eBag. I had it for 10 years with zero issues and 1/4 the price. Skip the Briggs and find something better, ZDX is not with the price tag.
Dear Briggs & Riley,I have a Baseline Large Expandable Two-Wheel Rolling Suitcase.Your company provides a lifetime warranty for its bags, doesn't it? Yet I keep on experiencing the same repair problem for the third time, simply because the replacement part for my bag is no longer available, and the repair person tries to fix the problem with makeshift solutions. And it just broke again for the fourth time. It feels like the Groundhog Day movie keeps on repeating for my bag over and over. If you do not provide the exact replacement part needed, then what is the point of giving a lifetime warranty?
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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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