Briggs & Riley Reviews 3.566

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.

I’ve been a satisfied customer for the past twenty years. The luggage alone stands on its own but Chuck, their customer service representative, was beyond my expectations. There is no better!

Dear Customer Service Team,

I originally contacted your company simply to ask whether replacement wheels were available for purchase for my suitcase.

To my surprise, your team informed me that the suitcase was still covered under your lifetime warranty. Not only that, but over the years you kindly sent replacement wheels to me on three separate occasions, completely free of charge.

Since 2018, I have gradually replaced all of my luggage from Hartmann with Briggs & Riley products because I truly appreciate the quality, craftsmanship, and thoughtful design of your luggage. After this experience, I am even more convinced that I made the right decision.

Your outstanding customer service and support have left a very strong impression on me. In today’s world, it is rare to see a company stand so sincerely behind its products and customers.

Thank you again for your professionalism, generosity, and exceptional service. I will gladly continue supporting and recommending Briggs & Riley to others.

Special thanks to Emma M and J. Jarrell from your customer service team for their kindness and assistance.

Best regards,

From Taiwan
Jonathan Chu

I had an excellent experience with Briggs & Riley customer service regarding the replacement of the wheels on my suitcase under warranty. The team was professional, responsive, and extremely proactive throughout the entire process. What impressed me most was that they handled the warranty claim quickly and without unnecessary discussion or obstacles. It is rare nowadays to find a company that truly stands behind its products with this level of confidence and customer care. Excellent support and a brand that clearly honors its lifetime warranty commitment.

Emma was awesome, she patiently corrected a major error I made while placing an order. Instead sending me back to the drawing board, she did it without hesitation. Once it arrived as scheduled, it was more beautiful in person. The plum color suitcase with matching tote was perfect. Thanks Briggs and Riley

Excellent service, true to the commitment to lifetime warranty.

I have had my carry on for over 10 years without a problem but the wheels eventually wore out. I am in Australia with no nearby repair centre but with one quick email I had a new set of wheels on the way. They arrived promptly and only took about 1/2 hour to install. Fantastic service and great product support. Shout out to Emma who sorted this for me so quickly.

Briggs & Riley stand by their brands. They have great service and repair when I needed it on a suitcase.
I also think their products stand up better than most, if not all brands.

traveled overseas with the zdx spinner bags and had a great experience, even on cobblestone paths and uneven terrain. The bags certainly took a beating through the airport checked luggage process, but held up to the test. They might not be the cheapest bags but hard to put a price on protecting our stuff when traveling.

Superb customer service! I needed an adjustment to an order and the customer service team correctly quickly before the order shipped!

I was able to speak with an knowledgeable employee who told me how to get rid of an annoying white streak on my hard sided luggage.
I have flown over 2,000,000 on UAL with my Briggs & Riley luggage over decades and have never been disappointed on how they survived the airline luggage system. Bravo

I needed to return a repair kit and obtain the right one. The entire interaction took less than 10 minutes and was completely accurate for what needed to be returned and for what I needed. Thank you so much, Chuck and Briggs and Riley. You made my day!!

I made a call to Briggs & Riley to let them know that the airlines broke my luggage lock. I've had my luggage for many years. They asked for a picture of the broken lock and said they would mail a new one immediately. No hassle whatsoever. Best company ever.

I had an outstanding experience with Briggs & Riley customer service. The team handled my issue with exceptional professionalism, efficiency, and genuine care. My luggage zipper was damaged, and they immediately arranged an expedited replacement shipment without any hassle. This truly reflects the strength of their lifetime warranty commitment and dedication to customer satisfaction. In a time when after-sales service often falls short, Briggs & Riley stood behind their product and resolved the matter quickly and smoothly. I sincerely appreciate the prompt communication, swift resolution, and overall support provided throughout the process. Experiences like this build lasting trust in a brand, and I would highly recommend Briggs & Riley to anyone looking for premium luggage backed by world-class customer service.

The customer service rep Chuck Scheper returned my voice message within 15 minutes and was extremely helpful and knowledgeable. Resolved my issue with damaged wheels most likely caused by the airlines within minutes with excellent customer care skills.
Excellent products with excellent service!!!
Dale Miles

The representative was very knowledgeable easy to deal with. He was very understanding. He made my transaction, easy and smooth. I was able to accomplish my goal. Very kind and intensive.

Briggs & Riled customer service staff Chuck and Will were friendly and professional. Thank you guys! - Roel

Recently on a trip my Baseline carry-on was damaged by the airline. Now, this was a 10+ year baseline with > 1.2M miles of flight time. I decided to send along my luggage to B&R to have the top strap repaired. Not only was it repaired in a very short time, but they fixed the telescoping handle, wheels, bumpers, zippers and it looked even cleaned. What an incredible service and product.

B&R UK -and US- have an extraordinary customer services team. They strive to bring solutions and make it happen soon.

That’s why a love B&R products. You can’t go wrong.

I had a request to register a piece of my luggage that was not in the online pull down menu. The request was handled very quickly and very professionally to make sure this piece is under warranty