Briggs & Riley

The quality of my 2 products is really good. I've bought these bags and spent more on them because of the company's so-called lifetime warranty. Not true. One of my bags is a toiletry bag that is about 12 years old. It's really big and holds a lot. A piece of plastic in one of the compartments is torn. I took a picture and sent to BR's customer service department asking if this problem can be fixed. I was told yes and instructed to either go to a local repair center or send it in. I first went to the repair center which said it couldn't fix it and I needed to send back to the company which I did. Customer service then told me it couldn't be repaired (no more parts) and that I could either get a $50 credit for another bag or a sample of a similar item. The sample offered holds less than half of my bag. They do have a bigger bag, but would only offer the sample that is clearly not comparable. And a $50 credit is peanuts when buying one of their products. So the lifetime warranty the company is so proud to promote is a sham. The bags are still good but if you think you're getting a lifetime warranty on the products, think again. All they had to do is give me the biggest bag they currently offer and I would have been satisfied, but I don't think customer satisfaction is a high priority.

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.

I cannot say enough about this product and the amazing customer service. I am a professional flyer and no other brand can come close to this bag. Recently went in for some wheels and the work ( and more) was done while I waited. This bag is 10 yrs. old and this is my first time changing the wheels, amazing. A giant thank you to your onsite crew in Hauppauge. From the person who met me at the wrong door and was gracious enough to walk me through to repair, to your best of the best in repair, thank you❣️ I am a fan for life and praise your product every chance I get❣️

After being a Rimowa faithful, I decided to try out Briggs & Riley as I was sold by their "Lifetime Warranty" claim. After submitting my luggage for repair at the authorized repair center in Singapore - Chiang Kong Services Pte Ltd. in Oct 2023, my fabric hinge was assessed to be beyond repair and hence they needed to reach out to the "brand principal" of Briggs & Riley. After taking 2 months (now Dec 2023) and repeated follow ups with Chiang Kong Services Pte Ltd yielded the same reply, i decided to follow up with Briggs & Riley directly via email. I got the following response which tells me this is going to be a long drawn ping pong game between the Brand and Repair Center where no one is taking responsibility to fix anything. To anyone considering B&R, please think twice if you're buying because of the warranty and if you're willing to embark on an arduous journey for each repair. Nothing comes for free - further reinforced in this episode. ------------------ Christine Fichter (Briggs & Riley) Dec 19, 2023, 2:49 PM EST Good Afternoon, Chiang Kong Services Pte Ltd already has the decision and direction on what to do with your bag per our repair manager. I am not sure why they are saying they are still waiting. Wishing you safe and memorable travels. Christine Customer Experience Representative -----------------------------

I live in Europe and am currently visiting the US. I have a full set of the B&R Baseline - five pieces in total that I purchased via Amazon in Germany (because B&R doesn't distribute directly in Europe, only through third parties); and I just purchased one final piece this week. All of which is a serious investment. B&R offers 'monogrammed patches' to put on your luggage - they're free if you buy directly on their site and order at the same time as you order the luggage - however, they take several days to prepare. When ordered separately - they cost $20 per 'patch'. So, when I ordered the final piece over the weekend, I didn't order the 'patch' with it because I didn't want to delay my order since I'm leaving the country in a few days. I attempted to call, and gave up after holding for about 20 minutes and decided to use the chat feature offered via Zendesk - the rep I chatted with was named Jason, and explained B&Rs policies to me; and when I requested that my request be escalated to a manager for review - he abruptly ended the chat. I called back and left a voice mail message. A few hours later a representative named Chuck returned my call. He reiterated the company's policy to me - even though I explained why I didn't order the 'patch' with the bag, and I further explained that I couldn't order them for the other pieces purchase abroad, and the company didn't offer them gratis because they don't have a presence there. As a consumer, I would have expected them to honor their offer because of the fact they I wasn't able to order the 'patches' with the luggage, but NO - it's not company policy...that's terribly disappointing for a brand with such good merchandise.

What is Briggs and Riley's lifetime guarantee worth? I have an old bag which is in decent shape and they have an unconditional lifetime guarantee. My bag has a main compartment zipper problem - the material that holds the zipper teeth is frayed in a short segment and the zipper catches - sometimes a little, sometimes completely, like on a recent trip. I sent it in, they sent it back: doesn't need anything. Twice more I sent it in, the second time to their Hauppauge, N. Y. home: the zipper is fine, says the "repair manager". That's not my experience, I say, and you have an unconditional guarantee. So, I ask, What is the use of an un-conditional guarantee if the company changes that to "our-conditional"?

i was totally oversold on the Briggs & Riley guarantee, and so bought several pieces. one has sustained damage, a huge cut on one side, very unsightly. i have been turned away by both the indianapolis luggage store where i was talked into them and by briggs & riley customer service. for this price, this amounts to ZERO guarantee that is of any use for me and cancels out all expectation i was sold on. like so many other brands, basic durability is there that eliminates most chances of a suitcase simply falling to bits and pieces. heck, an american tourister bought at a discount store will do as well in that case! had i known this guarantee was so limited, i would have bought a different luggage brand, whether less costly or similar priced like Tumi, which we also own, which so far seems to fare better

* Amazing product and warranty * I'm about to rave about a carry-on bag. Seriously. Crazy, I know. But Briggs & Riley really produces a wonderful product and stands behind it. I had heard about it from a lot of people I know who travel a LOT. They all raved. I didn't understand why - until I checked out the product more carefully. I love my new carry-on, the 21" Baseline Expandable Upright. It has a few features that demonstrate the thought that went into the design: - The handle is on the outside so there is a nice flat packing surface inside - good-bye wrinkles! - The garment sleeve is tri-fold and really well padded so that a jacket really can arrive in good condition without getting pressed by everything else and creased. - There is a speed pocket on the front for your pocket contents that has a nice red lining so you notice if you don't close it back up after going through security. - The wheels are super quiet. - It is much lighter than my previous Travelpro Platinum, yet feels sturdier. - It has a "Simple as That" warranty which means that if it ever gets damaged (no matter how) they will repair it free of charge. Yes, even if the airline destroys it! This is a MAJOR change from any other manufacturer I have ever dealt with. I can't wait to break it in! I can entirely see why this is the carry-on bag of choice among many frequent flyers. So there you have it - a raving review about something as simple as a carry-on. Crazy.

Until we purchased Briggs & Riley luggage I should have had a frequent buyer card at my local luggage store. None of our previous luggage could stand up to the rigors of a business traveller who flies to 6 continents multiple times a year plus takes leisure trips 4-5 times a year. Crushed wheels, broken zippers and handles, bent frames and abraded fabric surfaces are things that we have not had to deal with in the last 5 years since we purchased our 2 sets of Briggs & Riley Baseline Expandable luggage. Besides the seeming indestructibility of the luggage, some of the features that we also love are the one button expandability, the awesome garment sleeve that fits in the pouch inside the case and the exterior-mounted handle. My husband's set is black and although as equally grimy as my olive set, looks a lot better. In hindsight I would not choose the olive color again as it is too light-colored and shows the dirt easily. The problem is I may never get a new set because of the sensational "covers it all" Briggs & Riley warranty! Sorry Tumi and Swiss Army, I am a Briggs & Riley gal for life.

This is about the 4 wheel 21' bag. For a $550 bag, this sucks. The only reason it gets 2 stars is its durability and how much it holds. I travel 100%. I don't need much in a bag except to be able to hold a week's worth of business attire and to fit into the overhead bins. It does that well and has just about the most carrying capacity I've seen in a 21" roller. Love that feature. I've tried many other bags over the years including the eagle creek bags (one step lower in price, 4 steps above in quality). I've had this bag for about a year now as my constant companion. Here are the issues. 1. It falls over regularly. I've got a B&R laptop bag (love it by the way). The two bags mate well and I love the 4 wheel spinner because my laptop bag weighs in at about 40 lbs and has about $10K worth of equipment in it. Falling over is bad for it. I love to push/walk the bag set instead of dragging it. However, it's so unstable that unless I expand the bottom of the bag, I literally can't let go or have to push it against a wall, chair, garbage can... I've found a "secret" that works sometimes: if you pull the bag backwards so the front wheels face outward, it's less prone to fall. So strike one... 2. The handle must be made of rubber. Not really, but I've never had such a flimsy handle on any bag, even the one from Walmart... It twists and bends every time I switch directions. I'm always amazed that I haven't bent it beyond use. Strike 2... 3. The "expander" works very well. So well, in fact that it expands about anytime it feels like it. I pick it up, it expands (click, click, click...). I put it down, it expands. I set it upright, it expands, I lay it down sometimes it just lies there... This is both the best and worst feature on the bag. I loved the concept of closing the lid, pushing it down and compressing the bag to carry-on size. But... The expansion mechanism is plastic. I'd think that for a "lifetime" bag, it would last for at least a couple years. If there were ever a place to use metal, that piece is it. I'd have fewer complaints and less personal animosity if this one piece worked as designed. Strike 3... And finally - That "lifetime" warrantee? Yeah, repair only and you pay shipping AND repairs are 2-3 weeks. I bought a bag that I could use for years, not one that required yearly maintenance. It may not be this year, but one day in a short future, I'm going back to a bag that doesn't give me attitude.

I have a domestic carry-on upright in black, and I have to say, it's an amazing piece of luggage. I've never had a problem in the overhead compartment... I've checked it many times when I used the expansion and the bag still looks brand new.. the quality of this bag is just outstanding!!! Thank you Briggs&riley:)

I have an older (6+ yrs) B/R suitcase that has endured 100+ airline trips and is still functional. Based on that I decided to buy another B/R piece for over $650. Big mistake... Then handle has broken in less than six months. Checking my records, I've only flown 5 trips with this piced. Unreal. Very disappointing. It's a different style handle than my other bag, and obviously the quality is not there. I don't know if B/R will even honor their warranty. What I do know is this, I purchased another suitcase from TJ Maxx for $99. After 19 trips, it's in better shape than the B/R piece.

For two months I have ask, called everywhere and talked to everyone I could about getting a Luggage bag from Briggs and Riley repaired. Talked to Moss Beach repair center which sent me to the closest repair center 2 months ago. $28.00 dollar cab to a place that was out of business. $32.00 return to my hotel. Bag still broke. My handle will sometimes stick and not go down. On the back of the handle you can see where the coating is rubbed off in one spot and is eating into what looks like bare metal. I missed a flight when the airline would not take my bag because the handle would not retract and they said the bag would not go through there luggage system. They charged me $100.00 change of ticket fee and said it was not there fault but mine. Next trip into San Francisco which is close to there repair center I called and told them I had to get this fixed. The lady told me to bring it. I called a cab and went to BRIGGS & RILEY REPAIR CENTER 860 Airport St. Unit A Moss Beach I arrived and they were closed. You think the lady would have told me come tomorrow because we are closing. NO SHE DID NOT!!!! Today 11/9/2015 two months into many, many phone calls I was at its end. Yesterday I flew into LAX. Today I am on the phone with customer service. They told me to go to H. Savinar Luggage on Washington Blvd. in Los Angeles. As I no longer trust where they send me I called first. The luggage store told me I need to bug another bag from them and leave mine. I called corp headquarters in NY city for Briggs and Riley. The customer service lady said she can send me parts If I can fix my own bag. ARE YOU JOKING. The Joke is on me for buying this junk luggage. Like many FTers, I have tried many bags over the years for different uses/purposes. I have had TravelPro, Tumi, Andiamo, Kirkland, High Sierra, Solo, Pathfinder, ... . Generally, I think think that the quality of manufacturing of BR is excellent, but their design is worse than any of the other manufacturers I have purchased from. Even more extreme in terms of bad design was a more conventional rolling garment bag. I was looking for a compact, rolling garment bag that could hold three suits and still fit overhead in business or first class overhead compartments as a carry-on on flights to places like Australia. Not sure you could still get away with this these days, but both a Pathfinder and a BR bag (I think U74) fit the bill in terms of size. I liked the BR bag in terms of quality but before I bought it, I brought a suit to the store. When I put it in the Pathfinder, it folded in half and went in neatly. When I put it in the BR, it wouldn't fit if folded in half and needed to fold over another 3 inches as a third fold. This would have left me with a painfully and impossible wrinkled/creased suit. I'm 6' and I've never had a situation where my suits did not fit into things. When I emailed BR about it, they sent me packing instructions that didn't respond at all to the my question about how to fold the suit to make it work in the BR. In contrast, the Pathfinder worked perfectly. Just plain bad design.

Great products and great service. I have one B&R bag - a 22" expandable carry-on that I use for 99% of my business travel. I purchased is about 10 years ago (maybe even longer) when my Tumi bag needed some very minor repairs and they wanted to charge me over $100...which seemed insane given how much I had spent on the bag. The guy at the luggage shop told me I should look at Briggs and Riley due to their high quality and lifetime no-questions warranty (they were also a bit less expensive than Tumi). I decided to give them a shot. Fast forward 10+ years and countless trips later, and my bag finally got banged up enough where I needed to send it in for repair. Nothing too over the top...one leather handle needed to be replaced, the telescoping handle support mount on the back of the bag was cracked, one wheel had a noisy ball bearing, one zipper pull was missing and the screws had fallen out of one side of the expansion mechanism and I couldn't access the area to replace them (which is what finally prompted me to seek repair). After reviewing my options, I decided to send it in to their repair center in NY rather than drive an hour to the closest repair/retail location. I thought shipping would be expensive and a hassle, but it cost about $28 including the box and packing at my local UPS store. The next day it arrived at the repair facility and I received a confirmation email stating that repairs take about three weeks...which was consistent with what was stated on the website. Exactly 19 days later my bag showed up back home via Fedex (they paid for shipping). I can't say the bag is as good as new...because it has some normal wear and tear. But I can say that they did a fantastic job with the repairs! They replaced the entire telescoping handle mechanism, the zipper pull, both wheels, the worn leather handle and...rather than just replace the missing screws on the expansion mechanism they replaced the mechanism (both sides) with a new and upgraded one. My bag is now rock solid after 10+ years of use for only a $28 dollar investment in shipping it back to B&R. I am very pleased and very impressed. Amazingly, they did not even ask for proof of purchase when I sent the bag in. I do have that somewhere, but it was nice to not have to dig it out. Nice job Briggs and Riley. You will very likely be getting all of my future luggage business.

The bag lasted several years until one of the front feet broke. I remembered paying a high price because of the lifetime warranty. I just learned this is repair not replace and customer required to pay shipping to the repair facility. 4 weeks turnaround. For me it won't be with the trouble.

Very dissatisfied customer...! I travel a lot and after suffering through countless suitcases damaged by airlines, I read about Briggs & Riley's Lifetime Warranty and decided to invest $500 in a suitcase I could rely on. After about a year's use, the corner of the polycarbonate suitcase got dented and cracked on a Lufthansa flight. I followed Briggs & Riley's instruction and returned the suitcase for repair, by courier at my expense. About 10 days later I received the suitcase from the Briggs & Riley repair center in Hauppauge, NY. I was amazed at the sloppiness ob the repair. It looked like an 8 year old child had mixed up some 5-Minute Epoxy, lathered it in and around the crack on the corner of the suitcase, let it dry and sent it back to me. Okay, fine! I figured the bag was repaired and good to travel. No complaints from me. I have too little time for that. Anyway, perhaps a dozen flights later, all the epoxy has been chipped off and the suitcase takes another hit on that same corner and the frack has expanded and opened up. I address the issue and notify Briggs & Riley in writing stating what has happened and that I do not intend sending the suitcase back for another similar hack job of a repair and instead want them to first confirm they will properly stand by their warranty. In return, I received a short message back instructing me to return the suitcase for warranty repair. I responded again suggesting they review my original message and the photographed damages and to kindly send me the name and contact details for a supervisor so I could discuss the issue, failing which I hoped I did not have to resort to social media to prompt action. The response has since been silence. No rely, no response - no customer service. No nothing! After investing $500 in a suitcase with grand claims and promises of a lifetime warranty service, I am sorry to say that Briggs & Riley just do not stand behind their promises. My strongest recommendation is you look elsewhere for a reliable warranty and quality suitcase. This outfit isn't worthy of your business or support.

Worst spinner luggage I've ever owned in my life. I paid $500 for an expandable spinner carry-on bag ("domestic carry-on expandable spinner") because of the company's reputation for quality work and I figured I deserved an upgrade in style. I travel often and I loved my current carry-on (it died after I rolled it through sludge and slush in Denver). This couldn't go wrong, right? Wrong! Waste of $500. This bag falls over (to the front) constantly. Doesn't matter how you pack it; it is just not stable. The front wheels are strangely smaller that the back ones and positioned more in the middle of the bag. I'm not sure how anyone ever thought that was a good idea - especially a luggage company. It is impossible to carry on business trips for this reason and I absolutely hate it. I'm not sure how anyone real gave it a positive review. I'm past my 30 days, so no returning it. Not to mention, if you actually try to use it during those 30 days, it will constantly fall over and scuff up the front of my bag, making it impossible to return. I'm particularly peeved because I just brought it from home, via subway to train station and it fell over the second you let it go. Hit an old lady. Falls over if you try to pull out your boarding pass (making me spill my drink). It is embarrassing. The bag looks amazing. Very stylish and great construction of materials. But it doesn't function well. Even the wheels are not super smooth when rolling it sideways. I'm highly disappointed in Briggs & Riley and would not recommend them.

Excellent luggage and excellent service! Although a little expensive to purchase new, well worth the investment considering the no-questions warranty. After several years of use, my bags were becoming destroyed by the airline's handlers and systems. I returned the bags to Briggs & Riley and they were restored to as-new condition and sent back to me, no charge! In the same period of time and amount of travel, with luggage I previously used, I would be on the second or third set. So in the long run, this luggage is the best choice for the frequent traveler.

Amazing service at Moss Beach, CA location. Dropped off two bags and received via fed ex all repaired the very next day!!!!

I purchased this bag in February, 2016...it broke on my third trip one month later, March, 2016. DON'T BUY FROM BRIGGS & RILEY!

Best warranty ever and service to match. May be pricey, but my expandable carryon from 15 years ago is still good to go! Really like the philosophy about wanting to know how things break in order to make them better.

Purchased at large travel case to carry my 17" MacBook and a various supplies. Tired of replacing lesser quality bags every two to three years. Strap broke after two weeks of wear and laptop and contents went crashing to the ground. B & R is apparently not nearly the quality of the Walmart brand I've use, but you do have the privilege of spending 10 times as much. Save your money