Briggs & Riley Reviews

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 EDT

Hi 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 know

Hi 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 bag

Ordered 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.

Here is the response i received after asking where my bag was after 8 weeks in the repair service

Sent from Chuck a customer service Rep

Chuck Scheper (Briggs & Riley)
Jul 7, 2022, 12:21 PM EDT
this guy send in a bag that looks like he found it in the trash
Kristie is dealing with him.
do not respond to him just tell Kristie

Chuck Scheper
Customer Experience Representative
Tel: 877-745-3978 x301
Mon-Fri: 8:30AM-4:30PM Pst

Then they said they could not fix it ?

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.

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?

Love your product, never been disappointed yet. Best luggage ever!! Website is user friendly and item arrived on schedule. We've been using this brand for about 10 years and keep buying more. The luggage is lightweight, expandable and has some very nice features. I love to use the top zipper section for my dirty clothes when traveling because it just zips in there nicely keeping it separate from my clean clothes. Thank you Briggs & Riley, great product!!

Hello:
The medium Trunk that i Bought on December 20 has been a trouble!!!!!
The zipper has open twice while traveling. It was on sale i dont know if there was a problem with the suitcase ...

Please i want a refund and I will be happy to send the item as soon as possible.
I would like a Labbel to send it back.
+ the large trunk has been OK for the moment.

Cecilia Rivera T
1111 Hermann Dr 26 C
Houston tx 77004

Purchased the Large, medium and carry on granite luggage pieces. Also purchased the small expandable briefcase and tech bag. Each piece was as pictured to which I am pleased. I would like to recognize on line sales representative Chuck. He is EXCEPTIONAL!! He went above and beyond making sure I ordered exactly what I wanted. Briggs and Riley is blessed to have such a hardworking and dedicated employee who shows exemplary customer service.