Briggs & Riley Store Santa Monica

This is a review of the quality as well as the lack of keeping their so called lifetime warranty. I expected high quality and when the product fails, I expect them to repair or replace the product. After having purchased nearly ten bags from this brand, here are some of my experiences and I absolutely recommend against buying any of their products! Couple of months back, I noticed that my expensive Simpatico 21” international expandable carryon had a big crack in the top cover (see attached photo). I called customer service while in Italy and shared my photos with them. The agent claimed that they can’t do anything until I return to USA and ship the suitcase to them on my own cost. I returned on 5th Feb & shipped it to them on 6th. And I had told them that my next travel is in three weeks. They slept on it for two weeks and then informed me by email that it cannot be repaired and they are offering $450 credit (for a suitcase that costs 649 plus taxes) or give one of the samples from their stores, but they didn’t have any in the stores. I refused to accept the credit. Next email, they informed me that they have a 22” domestic carryon from their samples, which I refused as that model is not permitted on many airlines. Next day, they said that they found a sample, different color, which didn’t bother me and they are going to ship it to me to reach before my departure date. Two days passed and when I didn’t receive a shipping notification, I enquired and they said it will be shipped that day. I am leaving on my travel tonight and Fedex says it will be delivered tomorrow! Would you buy any product from a brand who doesn’t stand behind their warranty terms? This is one of their current products, not an obsolete one. I learned about their vaunted warranty terms from a frequent flyer forum and I need to educate them as well. A year back, the pull handle broke while in Paris. And about nine years back, the top cracked in another Simpatico (non expandable one). I am done with this brand for its quality and lack of customer service.

This is Perry. I recently purchased an item from the Briggs & Riley store in Santa Monica. The salesperson was extremely professional and knowledgeable about all aspects of their line of luggage. His advice was very helpful regarding the item that I selected.

Purchased a beautiful bag from Albert at the B&R store in Santa Monica. Albert's a real gentleman and the opposite of a high pressure salesman. He showed me the bag I was sure my wife wanted, then made the next-day exchange for a smaller one easy. I was wrong again. Thanks, Albert!

In our worst of days, Robby and Alejandro saved us. Displaced from the fires, we came to buy what will serve as our “furniture” for the next months to come. Robbie greeted us with incredible empathy and an assuring smile. He understood the nuances of each bag and got us to the optimal solution for our situation. Knowledge and kindness at a time we needed it most. Never forgotten.

Drove all the way from Irvine to check out bags. Had a feeling that salesman wanted to kick me out right after I entered the store. Very unpleasant experience. Better to buy online than in this store

They are posing as two shops but are not. Do not shop at this crooked store. While looking for luggage the owner and a salesman are trying to up sale me. When I said I will think about it and was going to leave he starts dropping the price. Almost half. You think I am joking right? WRONG! He started with the gouge price. Then started dropping to normal. In other words he was going to rip me off. Go to Nordstrom or Bloomingdales. Better yet go to BAG'N BAGGAGE on Wilshire Blvd. Great prices and they carry the same brands. At least If you have a problem there is someone to help, or your money back. With this jerk your stuck after the sale.

I anticipated leaving my bag for repair, but Albert took out some tools and fixed it while I waited. Helpful, knowledgeable, efficient...everything you want in customer service.

Alberto spent 10-15 minutes manually unblocking the stuck zipper on my luggage. Thanks Alberto, you saved me and my luggage!