Briggs & Riley Reviews 3.565

I bought a Briggs & Riley product (cabin luggage) probably a decade ago, did not register it and have been using it regularly. On a recent trip some of the wheels gave up the ghost and the outshells disintegrated. I registered with Briggs & Riley using the serial number, and got in touch with customer service. Frankly I expected any number of excuses as to why the lifetime warranty did not apply, but was delighted when customer service replied immediately, and within 4 days i received a replacement kit. (I do not live in or near a country with Briggs & Riley showrooms or repair facilities) I have nothing but the highest praise for the product, the warranty and the fantastic customer service.

I made a mistake and double-ordered a suitcase. Briggs & Riley facilitated the return of one of the bags—made it so easy and refunded the purchase price in 3 days.
The Simpatico 22" Spinner is a great bag—well-designed and at a fair price.

Using their products for over a decade. It’s rare I have issues with the product after purchase. Even if I do they make sure it gets fixed no matter which part of the world I’m in. Comes with lifetime warranty and awesome support team.

I have known about this great brand for over 20 years since I purchased a rollabout briefcase. It is still in great shape. When it was time to replace two older Travel Pro bags, I immediately thought of Briggs and Riley because of the quality ballistic nylon, features, design and the lifetime, no questions warranty. I am very happy with these spinner luggage bags and look forward to using them for many years to come. I highly recommend !

Excellent service from Chuck. Quickly handled my request for some new screws to self-repair my Briggs suitcase. Guaranty for life is amazing.

I sent my briefcase bag I purchased from Briggs & Riley in 2015 for warranty repair through Bagmasters in Aventura, FL. The bag had worn trim and frayed handles.

Bagmasters, the regional repair facility, charged me $60 to ship the bag to Briggs & Riley for repairs as they said they could not fix the bag at their location. Unfortunately the bag was sent by Bagmasters with another customer’s name on the paperwork. Because of that error, Briggs & Riley contacted the wrong person, offered him a discounted replacement, and he accepted it. I received no updates for months and had no idea why my warranty repair had stalled.

When I finally reached out to Briggs & Riley, I spoke with Chuck Scheper. He took the time to investigate, contacted Bagmasters directly, and confirmed the mislabeling. His professionalism and follow‑through are the only reasons I now understand what happened. I appreciate Chuck’s efforts! 5 stars to Chuck.

Customer service is worthless. Shop pay sent it to the wrong address and Briggs and Riley is absolutely no help. Would not even cover shipping.

I needed a replacement part and reached out to customer service. They were prompt and knowledgeable. The replacement part was sent out the next business day.

Great qulaity producys as well. My husband has a collection he uses for business travel.

Great customer service. These bags and the lifetime guarantee are worth the investment. My service representative Chuck was most helpful in addressing my needs.

I've been an owner of there Baseline product some 30 years for business and leisure travel and has stood up to the test of time. During that time I've only needed two repairs due to rough handling at airports and cruise terminals. Each time I relied on their Lifetime Warranty and they always came through. Durable, well made and great customer support!

My bag needed a repair. I contacted Customer Service in the morning, sent a few photos, and Wil had parts shipped early afternoon! Amazing- their product guarantee and service is like nothing I have ever experienced!! Thanks so much!

The gentleman who helped me with my repair issue was very knowledgable and helpful to a 'little old lady'. He suggested an excellent 'first' attempt repair option for which I am most appreciative. Since 2001, we have purchased over 62 pieces of Baseline luggage for our children and grandchildren. This would be the very first time we have called regarding a needed repair! Thank you!!

Absolutely amazing company! Not only is it the best carry-on bag i've ever owned but customer service is second to none.

I purchased the Baseline spinner carryon and the baseline spinner large suitcases and I absolutely love both!! I also purchased a few accessories such as the packing cubes and toiletries case. It was a little more expensive but money well spent!! I used to struggle with my carryons tipping over not rolling right and I didn’t realize how much I was struggling with it until I used my Briggs & Riley and I fell in love. Customer service was so helpful and made correcting my mistake in ordering so easy to correct (I mistakenly ordered the wrong size and color packing cubes). I tell basically everyone they should save up and get these amazing suitcases because they will also love them. I can’t say enough about this company. Well made, durable quality products no matter what category you shop.

Your product is not only very classy looking, it is durable and not heavy at all. I HIGHLY recommend this product to everyone.

I bought a full set of luggage for the very first time. I am so thankful that I invested in Briggs & Riley!! The pieces are incredibly roomy, they hold a lot!! The pieces are very light and super durable. Customer service is second to none, and whether you travel a lot or a little, this is the investment to make! You won’t have buyer's remorse, trust me!

I travel all the time and have used luggage from many companies. When I discovered Briggs and Riley, I use no other luggage. Thoughtfully designed and manufactured and great customer service to boot! Worth every penny and beyond!

Amazing experience with customer service, they answered all my questions about my bag and I absolutely LOVE IT, I use it everyday. The quality is amazing and totally worth the price, would 100% buy again!

I needed to replace the wheels on my cabin spinner but was unsure which ones to order. Customer service responded quickly with the exact information I needed. B&R products are great and worth it to maintain them so having good customer service is appreciated.

I arrived at New York City with a broken wheel on my spinner suitcase. I brought it in for repair at Modern Leather Goods, which is the official repair place for Briggs and Riley. I know the store for its excellent service because when I lived in New York, that is where I went for repairs. Tony told me that the shell was cracked and could not be repaired and instructed me to call Briggs and Riley. The initial response from the staff at Briggs and Riley was to tell me to send in my broken suitcase and wait two or three weeks. I was quite upset with this illogical reasoning because I was leaving New York in four days' time. I insisted on speaking to her supervisor. Thankfully she conveyed my very insistent request and the supervisor, Chuck, called me back. Thereafter it was the kind of service I had expected of Bricks and Riley over the 30 years I have used their products. He looked at the photos I had sent, spoke to Tony, accepted that the suitcase was beyond repair, sent a FedEx person to pick it up, and mailed me my replacement two days before I was leaving New York. I cannot say how pleased I am by this level of international service. Likewise in the past I've had broken wheels and handles repaired in Singapore. It's great to just spend a bit more on a Briggs and Riley product and rest assured it will be repaired or replaced. And the products are great.