Briggs & Riley Reviews 3.566

DO NOT RECOMMEND...horrible customer service and almost zero follow up on their own.

Ordered luggage on 7/4. Didn't expedite since I wasn't in a rush.

Assignment comes in...now I need it sooner, so I call Monday morning soon as they open to change my shipping (didn't ask for it to be free, happy to pay)

"You can't change your shipping" once the order is placed.

WHAT?! WHAT YEAR IS THIS?! it was a holiday weekend, nobody was working, and I was told by the customer service agent that the order hadn't even been picked yet. So what's the issue?

I managed to get 14 promo emails in the 3 days since I ordered, including ones to tell me I have a cart full of stuff (read 2nd line) but yet you can't change shipping? Are you the USPS?

So... customer service rep tells me someone will get back to me shortly. This of course after she read back an order and an email address that wasn't mine at all for confirming contact info. Suffice it to say, my expectations of hearing from someone in short order were not overly high.

Never heard back from anybody yesterday, never heard back from anybody today. So around 1 o'clock I reach back out… They now tell me that it's shipped after I specifically said I wanted to cancel the order because I will not be here to accept the package.

It has not shipped.

In this day and age for a company that does online ordering, (I'm guessing they're using either shipstation or something along those lines) I know from dealing with more reputable dealers, it is not hard to adjust shipping labels and rates especially when the order hadn't even been picked.

For the amount of money that they charge for these types of products, I expected WAY better customer service. Guess I'm just gonna have to dispute the charge now. Thanks guys!

Sigh, I love my Briggs & Riley Deluxe Hangable Kit unfortunately it is starting to come apart at the seams barely a year after purchase (purchased Feb of 2024, it is now June 2025). Going to switch back to my Eagle Creek hanging kit which I have had for over 10 years with no issues. Glad I kept it. To get my bag repaired I would have to pay for shipping to another country most likely paying custom fees each way. I travel A LOT and I need luggage that will hold up.

Poor . Bag broke mid trip - handle got stuck. Lost confidence in brand . Only had the bag 18 months.

They burned my bag at their repair center during the repair. Poor response.

The interlocking system (and the reason we bought the two carryon roller bags) doesn't function if the top roller bag has four wheels. And BR knows this -- they indicated in response to my complaint that "customers requested the interlock function on additional bags and it just doesn't work perfectly on the four-wheeled bags". Then don't sell that it interlocks! Also, we purchased eight total pieces to "never buy luggage again". The colors don't match bag to bag in the olive color (again BR has an excuse - different materials don't match - then give them different color names people). Finally, this luggage is heavier than our previous highest end Samsonite. So heavy that I wonder if I'll actually be able to drag it for international travel. I don't recommend.

My wife bought Briggs and Riley years ago because she was so swayed by the lifetime warranty. Well, the bag lasted several years and broke during a trip. Briggs and Riley could not fix it and they have never replaced the bag. They can only replace with factory demo but they’ve never had a sample to replace the suitcase we lost. What a disappointment that they really don’t honor the lifetime warranty they offered. Additionally you’ll have to pay all shipping and handling for any transactions.

I received their expandable essential kit as a holiday gift. My gift giver forgot to have the item monogrammed. Now they want to charge me $20 more to monogram it. Pathetic. Their customer service (my rep was Christine Fichter) was unhelpful.

Check out their life time warranty process, not as great as advertised. Repair centers are far away and shipping your damaged cases is on your own tab. Repairs done were not to my standard.

I have two pieces of Briggs and Riley luggage. The Sympatico checked luggage was purchased new 6 years ago. During COVID it was not used for 3 years. Last year I used it and a wheel cracked. Customer service sent me a replacement and that fixed it. I used it again last month and when I was on my trip, another wheel cracked and the weather stripping had cracked all along the sewn in area. To top it off, when I got home I saw that there was a substantial crack on the bottom. I contacted their customer service and they agreed that because of the crack it could not be repaired. I expected a lifetime guarantee to be hnored in the form of a new replacement sent to me with all fees and taxes paid. K replied and said that there are two options......they would give me a warehouse credit which I calculate to be 63% of the new replacement and I would pay shipping and since I am outside of the U.S., I would pay duties. We are talking hundreds of dollars.....no way. The second option was to have one of their demos (which is not new) and they would send it to me......and again I would pay duties etc. Absolutely no way! When I told them that I will only accept a new replacement with all taxes and duties and shipping paid, they did not reply further. As others have commented here and on google, their lifetime guarantee........ummmmmmm

Yes, it definitely was a journey more than a simple purchasing experience. I'm writing now, but it all started in 2016 when I bought my Briggs&Riley backpack (at that time I was living in Brighton). I got it with a nice 15% off from the price list. Nothing to say about the overall quality: it deserves all the spent money. Then the lifetime warranty: a plus not to forget about! Even if I cared a lot of my backpack (it wasn't used that much along the years), recently it had a cosmetic issue: that specific model (called "Accelerate") had a soft covering surface in pvc that started coming off. I contacted the UK assistance (Linda, Clair): they replied that, being a cosmetic issue, the lifetime warranty wouldn't cover it. However, they offered me to return the item in change of a coupon to be spent in their website. I accepted, but then the next issue: I'm living in Italy now, and UK is outside EU. So? I would need to send the item with a shipment invoice for import customs/duties. Before shipping I contacted the support again to ask what I should write in the shipment invoice, how much value to be declared etc... They told me, at this point, that I could just remove the inner metal plate from my backpack (the one with the serial numbers), so that no more claim could be done on that item. I did as requested sending them a photo of the plate removed and...soon I received the coupon code by email with a credit worth the exact amount of money I spent to buy my backpack!! So, basically, I got and used my backpack at virtually no cost for 8 years! Now I'm waiting to receive my new backpack, whose 3/4 price was covered by the coupon value.
What has no price is the quick and supportive assistance I received from Linda and Clair during my whole experience... ops, sorry, a journey more than a simple purchsasing experience. THANK YOU :)

Great company. We purchased the large cargo backpack in blue! This backpack is truly amazing and built to last! It has so many convenient and well thought out storage areas that it is amazing! The craftsmanship is 2nd to none. I highly recommend it and it is worth the money!

Don't believe the hype about their customer service....Very difficult and very long waiting times to talk to a human....gave up on that and tried their chat option..was disconnected twice without ever resolving the issue.....Very poor customer service considering what you pay for their luggage

My B&R hard shell case had a crack my the top handle. I contacted B&R and they had me drop off the case at the UK repair centre, which luckily isn’t too far from where I live.

I dropped it off on Monday, on Wednesday B&R contacted me and offered me a new comparable case as mine could not be repaired. It was despatched on Thursday and arrived on Friday. I think that is tremendous service. I was a bit wary of the cost of B&R luggage, but the shop assistant said the warranty was second to none. They were right, it’s amazing. It’s like a bag for life!

UK based, had a Briggs and Riley carry on that needed a new telescopic handle. The bag is over 8 years old and has stood some punishment, very pleased with the quality.

Replacement handled effortlessly by their agent K2 Global was very impressed. Don’t need a receipt they just honour the lifetime warranty as stated - again UK based so other locations might be different.

Briggs and Riley claim that they offer a warranty.
However their US service is unreachable,no possibility to register the luggage on the website.
The wheels are already out of order and I am waiting for 6 weeks nowsfor spare parts ! Still the repair contact in Singapore has no information from the US management on the delay.
What kind of service is this !
Definitely I will not recommend this brand.

I never subscribed to their emails, but started getting lot of them. Spam

I have two pieces of Briggs and Riley and they are very well designed and solid pieces of luggage. I’m having a very bad support experience now. The telescoping handle got stuck. It’s unusable. That’s ok B&R has a great warranty right? I took it to the repair center and despite contacting B&R customer service the repair center cannot get the part. They have had my luggage over 6 weeks now. Not what I expected from Briggs and Riley.

I am so disappointed with this company. My bag was damaged while flying in December 2023 and it has been at the local representativ store since then. They keep telling me that they are waiting to get approval for repairs from Briggs and Riley and nobody has okayed it. It is ridiculous! All the extra money I spent for this bag because of the supposed lifetime warranty and it is all for nothing!!

Absolutely stunning customer service from the office in Henley. Immediate response and solved the issue with no fuss! On their advice we purchased three suitcases from Harrods and we are so pleased with our purchase. Well done B&R

I purchased the global traveller carry-on bag. It was perfect for exactly one year, and then all of wheels froze up and ceased working. I contacted the company for a replacement as it was only 1 year old and cost 600 GBP. They sent me replacement wheels. I attempted the "simple" repair myself only to discover that the screws they use on the wheels are so low quality that they were already threaded and could not be removed. Shockingly poor quality. I have requested a full replacement bag. We'll see what happens. But so far it has been, as others have said, luxury price and budget quality.