Bric's

Renato has been great! I needed my handle to be repaired. His communications were clear and he sent helpful links and videos to make the process smooth and easy. He was very polite and positive!

Amazing service from Mr. Renato Carucci! I wrote an email to request a repair, and he replied very quickly. We talked on WhatsApp; he’s very nice and highly efficient! He sent a new wheel and a tool to me immediately, so I could repair it myself just before I left for vacation! He even helped me get a VIP card for Bric’s Care! Thank him so much! I will be a loyal customer. ~😉

Renato was super helpful and kind in helping to find the replacement part that I needed for my favourite suitcase. He sent the item speedily (to Australia) and then sent me a video showing how to make the replacement! Thank you so much ❤️

Do not buy ONLINE if you want to even receive your luggage. Offline experience might be fine although I had no chance to review product itself due to delivery issues, but to be honest with all of the hassle I don't even want anymore. 1. Customer service beyond bad. Agent Barbara does not seem to care enough to even read and check what is requested, you will need to convince her that her time is worth helping you. Customer care on the phone seems to be better (didn't get the ladie's name) but not faster by any means. From emails taking 2 days to reply and not acknowledging the issue to phone calls with promises to address the issue in 1h and never calling back until you actually harass them with phone calls. My tracking number did not exist in BRT system. I have notified them about it, and it took 4 business days to resolve (2 of them spent on waiting for email from Barbara). Fast forward the order has arrived on 20th, 15 days since it was claimed to be shipped by shop and 8 days since it was fixed and actually shipped. You might think that nowadays international orders usually take 3 business days across Europe (or 2 as claimed in BRT website guideline) but I guess not in this case. The issue was on BRT side with incorrect tracking but guess what? If there is any issue with your order you are in it by yourself. Shop will not care to help you, because they already have your money, what else do you want from them? Ah, your order? Well, bad for you. 2. I have specifically stated in the conversation on the phone that I need this order by Monday because I'm leaving the country. I have thought that 14 days are more than enough to receive a package from Italy. On the phone they inform you that even if your order has not left the country (in my case it definitely didn't because of the issue with tracking) you cannot cancel the order (reminding, order is NOT shipped) or receive money back until the order is back at BRIC'S. Now, seeing how the things work I doubt they will return your money even when the order is back to their warehouse meaning you will pay over 500EUR for someone else's mistake. 3. Do you want to know what options were offered to me when my order arrived but I'm not there even tho I have informed them I will not be there past Monday and have a phone record of it? None. I guess, Barbara is still not convinced. Again, you are in it by yourself. Again, even tho BRT was clearly at fault for this delay I'm still blaming BRIC'S customer care for lack of comprehension and inability to show interest to their customer's problems. You are not given options to accommodate your needs, you don't receive help or additional information until you repeatedly request it, they simply state that as soon as the order status flagged as 'shipped' they don't care about anything else. Delay with tracking? Ask courier. Order did not arrive? Ask courier. No tracking? Ask courier. Order shipped, but there is no update? Ask courier. Dear BRIC'S, until the order is in my possession you did not provide me my paid service, I thought it's a common knowledge? I pay you, not BRT. Maybe shopping directly in the physical shop will be a more pleasant experience for you, but please avoid their online shop.

With great help of Mr Carucci, I have ordered spare parts for my luggage…It was a breeze. I thought it would be a hard and long process but Mr Carucci made it easy and quick. Grazie Mille!

I purchased my brics suitcase about 5 years ago so i had got quite a lot of use out of it already. I noticed the handle was broken after my last trip and contacted Brics to get it fixed. Renato Carucci from Brics was very helpful. He diagnosed the issue, sent me a new handle and walked us through how to fix it ourselves rather than having it sent off to be fixed which would take a long time. Im very pleased with the results!

I purchased the Bellagio suitcase x2 30 inches a few years back and recently the handle of one suitcase came off. I contacted Brics IT via what’s app chat and the agent whom I chatted with was beyond professional and helpful. Excellent customer service does exist and his name is Renato Carucci. Renato is a top guy. Very knowledgeable. Assisted me to order the replacement handle and when it arrived offered to call me via video what’s app to talk me through changing handle. In the end he sent me a detailed video talking me through how to replace the handle, which I did in like 5mins. This method of repairing my handle myself as opposed to sending it into a workshop that could take goodness how ever long to repair is an option that BRICS should keep as standard for customers who don’t mind DIY. It was a pleasure to deal with Renato and it gave me an opportunity to dust the cobwebs off my Italian.

I asked Bric ´s for a help with replacement of old wheels of my case and within a couple of hours responded me Renato (Carucci) and was very helpful! On the next day were the ordered wheels on the way to Prague and now is my beloved case again funcional. Thanks Renato!