Review Time
I purchased a large spinner from Briggs and Riley. The very first time I used it, the zipper failed, exposing my belongings. Only the TSA lock kept most of my valuables from being strewn across the baggage claim.Accidents happen. Manufacturing issues happen. I can live with that.But when I contacted Briggs and Riley, their answer was - without any apology for its product’s failure or my ordeal with it - for me to send it to them, at my own expense, for repair. So now I have to find a box to fit it, pay out of pocket, then hope a new zipper fixes the problem (and that this is not just an inherent design flaw).I can accept that things like this happen, but when you couple that with indifferent and inconvenient customer service, I would never recommend this product or company.
"Simple as that lifetime guarantee" isn't so simple any more. I have been a B&R loyal user for more than 20 years and have recommended them to hundreds of other travelers, justifying their high prices by pointing out the lifetime guarantee. I recently had a bag that got too near some heat while traveling on a truck, paid $60 to ship it back to them and was told that the damage is not covered. They offered a discount on any bag of my choice that amounted to about the same as if I just bought a new B&R bag through Costco. Great luggage but their guarantee is just a tool for marketing now, without substance to back it up. This puts them back into competition with other companies that sell comparable luggage at a much lower price.
Be very careful about Briggs and Riley at this point. After 35 years of using their bags they have stopped reimbursing local repair folks (SF Bay Area) Their solution is to have one pay for shipping to their factory, and they will "try" to fix the suitcase and pay for the return. I sent a suitcase for repair at the local stores expense 2 years ago, and they said it was "unfixable" and offered me a new suitcase at a reduced price. Now I have a suitcase that is 2 years old and the zipper is broken, there is no place to repair it under warranty, they won't send me the zipper to have it repaired at my cost, and their only solution is to have me send them the suitcase at my expense (it is large) and they supposedly will repair it and return it and some time. Their advertising is definitely false at this time, and it appears to me that the company is in trouble if they can't pay locals for repairs. Buy knowing that the "lifetime guarantee" isn't.
Looking for a high end bag/backpack for my husband that didn’t look like an old man carried it the problem I ran into was my husband has a 17 inch laptop. It’s impossible to find anything even semi trendy and modern that holds a 17 inch laptop. I found this backpack, ordered it and crossed my fingers. He loves it. It has so many pockets, and fits his laptop with no issues. He also doesn’t look like he works a burnout 9-5 and has 4 kids at home while walking through the airport. Thank you for considering the gamers that carry their laptops that married the cool girls
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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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