Briggs & Riley Reviews 3,547

I have been a Briggs customer forever because the bags are built like tanks and if something ever went wrong they always were fixed without issue.

Recently the Briggs service centre in my city closed during Covid so I no longer have a local repair shop. When the handle ripped off the bag instead of sending me a replacement (it’s a DIY fix) they told me I needed to pay $20 for a new one and another $25 to ship it to Canada. Completely unacceptable for a company that claims to have a lifetime warranty. Will look elsewhere for my next bag.

I had my Briggs & Riley backpack which I used for work and vacation for many years (8 I think as a minimum). Great bag and still looked "as new" even at that age.

Earlier this year, the zip track broke. Not sure how - but made it unusable. I took it to a local repairer who told me that Briggs & Riley provide a lifetime warranty so although he could repair it I should speak to them first. I just assumed that a zip track would be a wear and tear item - but sent the bag off to be looked at via their UK repair service (very simple automated service).

1 week later I got a call from Briggs & Riley to say that it wasn't really repairable at that age/not a current model, so they would send me a new replacement bag!

And they did. The new version of the closest to my original bag.

I couldn't be happier. Buying a premium product with a lifetime warranty has paid off for me big time. Well done Briggs & Riley. I would only buy your bags from now on as a result.

I wish that I had read some of these reviews before sending my Briggs & Riley Torq Spinner suitcase in for repair under the so-called 'Lifetime' Warranty. The workmanship was very poor and whoever tried to repair it caused more damage! It's now unusable, but I have not been offered any sort of discount on replacement, despite my polite dissatisfaction.

Worst bag I’ve owned. I purchased the carryon ZDX 4 wheel and it is garbage. I’ve had it since 11/21 and the wheels are already out of alignment. The bag is difficult to use now since it pulls as I walk and it sucks on public transit since it has 4 wheels. Not great for my lifestyle. Was hoping Briggs could help me with a solution.

I sent a note to customer service two weeks ago and had to send a follow up before someone responded. The response was not helpful so I called and was told I can sell it on eBay and then the agent hung up.

If they are selling a premium product I expect better customer service.

Wish I had replaced my old bag with a new eBag. I had it for 10 years with zero issues and 1/4 the price.

Skip the Briggs and find something better, ZDX is not with the price tag.

Dear Briggs & Riley,
I have a Baseline Large Expandable Two-Wheel Rolling Suitcase.
Your company provides a lifetime warranty for its bags, doesn't it? Yet I keep on experiencing the same repair problem for the third time, simply because the replacement part for my bag is no longer available, and the repair person tries to fix the problem with makeshift solutions. And it just broke again for the fourth time. It feels like the Groundhog Day movie keeps on repeating for my bag over and over.
If you do not provide the exact replacement part needed, then what is the point of giving a lifetime warranty?

I purchased a large spinner from Briggs and Riley. The very first time I used it, the zipper failed, exposing my belongings. Only the TSA lock kept most of my valuables from being strewn across the baggage claim.
Accidents happen. Manufacturing issues happen. I can live with that.
But when I contacted Briggs and Riley, their answer was - without any apology for its product’s failure or my ordeal with it - for me to send it to them, at my own expense, for repair. So now I have to find a box to fit it, pay out of pocket, then hope a new zipper fixes the problem (and that this is not just an inherent design flaw).
I can accept that things like this happen, but when you couple that with indifferent and inconvenient customer service, I would never recommend this product or company.

"Simple as that lifetime guarantee" isn't so simple any more. I have been a B&R loyal user for more than 20 years and have recommended them to hundreds of other travelers, justifying their high prices by pointing out the lifetime guarantee. I recently had a bag that got too near some heat while traveling on a truck, paid $60 to ship it back to them and was told that the damage is not covered. They offered a discount on any bag of my choice that amounted to about the same as if I just bought a new B&R bag through Costco.
Great luggage but their guarantee is just a tool for marketing now, without substance to back it up. This puts them back into competition with other companies that sell comparable luggage at a much lower price.

It is very easy to find items on webpage. Checkout is smooth. Great service. Thanks again.

Be very careful about Briggs and Riley at this point. After 35 years of using their bags they have stopped reimbursing local repair folks (SF Bay Area) Their solution is to have one pay for shipping to their factory, and they will "try" to fix the suitcase and pay for the return. I sent a suitcase for repair at the local stores expense 2 years ago, and they said it was "unfixable" and offered me a new suitcase at a reduced price. Now I have a suitcase that is 2 years old and the zipper is broken, there is no place to repair it under warranty, they won't send me the zipper to have it repaired at my cost, and their only solution is to have me send them the suitcase at my expense (it is large) and they supposedly will repair it and return it and some time. Their advertising is definitely false at this time, and it appears to me that the company is in trouble if they can't pay locals for repairs. Buy knowing that the "lifetime guarantee" isn't.

Had an issue with a bag, Linda at Briggs & Riley UK was fantastic, sorted the problem out quickly.

So impressed with the customer service just wish other companies looked after the customer in the same way!

I've used multiple Briggs & Riley bags and all of them perform well as a frequent traveler. The bags roll almost TOO well! ;) While they are an investment piece, they're definitely worth it.

Looking for a high end bag/backpack for my husband that didn’t look like an old man carried it the problem I ran into was my husband has a 17 inch laptop. It’s impossible to find anything even semi trendy and modern that holds a 17 inch laptop. I found this backpack, ordered it and crossed my fingers. He loves it. It has so many pockets, and fits his laptop with no issues. He also doesn’t look like he works a burnout 9-5 and has 4 kids at home while walking through the airport. Thank you for considering the gamers that carry their laptops that married the cool girls

Delivery was so fast that I was astonished. The bags are as amazing as described on the website.

We have been using Briggs and Riley bags for years. These will be perfect for carryon. Always great quality and design.

Everything delivered as promised!

High quality pieces that last years. Excellent service and quick delivery.

WELL MADE , GOOD PRICE, PERFECT SIZE FOR MY IPAD AND OTHER TRAVEL MUST HAVES. SO GLAD I WENT TO YOUR SITE THAT DAY .FAST DELIVERY TOO.

Briggs & Riley, in my estimation, produces merchandise of stellar quality.

Always a great shopping experience. Briggs and Riley is the industry leader in both quality and customer service. Well done!