I JUST RECENTLY COMMUNICATED ( 2 weeks ago ) WITH BRIGGS & RILEY AND THEY TOOK CARE OF MY ISSUE 100% NOW MY WIFES BAG ( ALSO A B/R ) NEEDED WHEELS ( BAG IS 10 YRS OLD ) THE RUBBER WAS CRYSTALIZIN... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’ve been purchasing B&R for nearly 25yrs. My wife and I, love their luxury luggage, backpacks, accessories and especially their excellent service. Their “Simple as that lifetime guarantee is rea... See more
Company replied
I am so happy with my new cabin spinner! I ordered it yesterday and within 24 hours it arrived. I was in two minds whether I'd keep it or not as lets by honest, it was super pricey. But the quality se... See more
Company replied
I had a computer bag for 6+ years. Finally the zipper gave out. Briggs and Riley was not able to fix the zipper, but they offered me a full credit toward another bag or an alternative bag of similar s... See more
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Company details
Written by the company
We believe that a life well-lived is a life enriched by travel-full of discovery and meaningful experiences. We are dedicated to delivering remarkable travelware with extraordinary performance and enduring quality. At Briggs & Riley, each product is crafted for a life well-lived and made to last for life.
Contact info
400 Wireless Boulevard, 11788, Hauppauge, United States
- 1-877-745-3978
- customer-service@briggs-riley.com
- briggs-riley.com
4.6
Excellent
4K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 45% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
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I have had my Briggs & Riley wheeled…
I have had my Briggs & Riley wheeled duffle for at least 15 years and I love the bag. Through wear and tear, it got ripped. I sent it to B&R under the warranty and I was very impressed with the offer to replace with a brand new one at a very favorable discount. Kristie assisted me and she was awesome. Great product, great service, and great warranty.
July 31, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for taking the time to share your experience. We're honored that your wheeled duffle has been a trusted travel companion for more than 15 years. While we're sorry to hear it was damaged through years of use, we're delighted that Kristie was able to assist you and provide a replacement solution that met your needs. Your kind words about our product, service, and warranty are truly appreciated and will be shared with our team. We wish you many fun and memorable travels with your new bag!
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My khaki B&R luggage was damaged by the…
My khaki B&R luggage was damaged by the airline beyond repair per B&R. At first B&R said they would have to replace it with a black piece which I didn't want because it was from a khaki set. Kristie worked hard to find a khaki sample which she sent to complete my set. My faith is restored in the terrific company of B&R.
August 25, 2025
Unprompted review
Reply from Briggs & Riley
Thank you for sharing your experience! We understand how important it was to preserve your matching khaki set, and we’re delighted that Kristie took the extra care to locate a suitable sample replacement.
We’re especially grateful to hear that her efforts restored your confidence in Briggs & Riley. Your patience and kind words mean so much to our entire team!
Top notch warranty and service
Our medium Sympatico spinner that we’d had for years was damaged. We sent it to Briggs and Riley and they couldn’t repair it. Kristie offered the choice of a $550 credit or replacement with an excellent condition sales sample bag. We chose the latter—we waited a bit and received our preferred color. Very easy and friendly process, and unrivaled warranty. What an excellent brand.
July 22, 2026
Unprompted review
Reply from Briggs & Riley
We’re thrilled to hear about your positive experience and truly appreciate you taking the time to share it. We're so glad Kristie was able to help find the right solution for your damaged Sympatico spinner and make the process easy and enjoyable. We know how much our customers value their Briggs & Riley bags, and we're happy we could provide an option that worked well for you, including your preferred color. Thank you for recognizing our warranty and customer service commitment. We truly appreciate your support and hope your new bag accompanies you on many great journeys ahead.
My husband and I have owned a number of…
My husband and I have owned a number of Briggs & Riley pieces for 20 plus years. The luggage is beautifully designed for both form and function. It is also engineered to be rugged and durable. In addition, their guarantee and customer service are truly outstanding. I highly recommend this company.
July 31, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for your incredible loyalty and support over the past 20+ years. We're delighted to hear that both you and your husband have trusted Briggs & Riley throughout your travels and that our luggage has delivered the combination of thoughtful design, functionality, and durability you expect. Your kind words about our guarantee and customer service mean a great deal to us, and we're grateful for your recommendation. Thank you for your continued confidence in our brand. We sincerely appreciate your support and are grateful to be part of your travel journey.
I had a trunk bag wheel broken from the…
I had a trunk bag wheel broken from the bag. Sent to Briggs and Riley and they said unfortunately it was irreparable so they say they would send me a display bag same size, different color. Bag is absolutely new, I think it wad never on display. Best UX ever. I will be Briggs and Riley customer forever. That's the way everyone should treat their customers
July 27, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for sharing this amazing experience! We’re delighted that our team was able to provide a replacement when your trunk could not be repaired and that the condition of the replacement exceeded your expectations.
Your kind words about your experience mean so much to us. Providing thoughtful solutions and standing behind our products are central to the service we strive to deliver every day. We’re truly grateful to have earned your lasting confidence and loyalty
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Warranty success Briggs & Riley
Had a Briggs & Riley hard side that got lots & LOTS of use . Last trip might have stuffed it a bit aggressively and the hinge by the zippers started to come apart , so sent it in for repair.
They couldn’t repair so pick a replacement … not anything but demo / sample available or $500 credit .. so service person (Kathy!) gave me updates on options and ended up with a great replacement !
Worth every penny to buy B & R Lifetine warrenty bags !
July 30, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for this wonderful review! We’re delighted that the service person kept you informed throughout the warranty process and helped you find a great replacement when your original bag could not be repaired.
Your confidence in our products and lifetime guarantee means so much to our team. We truly appreciate your support and are grateful you chose Briggs & Riley!
Absolutely the BEST
Absolutely the BEST. Products and customer service are the very best of any company I have ever dealt with. Thank you Emma for your assistance and answering all of my question. I am a customer forever!!!!
July 22, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for this incredible review! We’re thrilled to hear that Emma’s assistance and thoughtful answers made such a positive impression.
Your kind words about our products and customer service mean so much to our entire team. Experiences like yours reflect the level of care we strive to provide every day, and we’re truly grateful to have earned your lasting confidence and loyalty.
We truly appreciate your support and are honored to have you as a customer for life!
Great product and very reliable
Great product and very reliable. Very professional look.
July 27, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for this wonderful review! We’re delighted to hear that you appreciate the reliability, quality, and professional design of your Briggs & Riley product.
Your feedback means so much to our team, and we hope your bag serves you well on many journeys ahead!
" THE BEST "
I JUST RECENTLY COMMUNICATED ( 2 weeks ago )
WITH BRIGGS & RILEY AND THEY TOOK CARE OF MY ISSUE 100%
NOW MY WIFES BAG ( ALSO A B/R ) NEEDED WHEELS
( BAG IS 10 YRS OLD ) THE RUBBER WAS CRYSTALIZING
AND CHIPPING OFF ( ASSUMING IT'S WEAR & TEAR )
SO I CONTACTED C/S AND LOW & BEHOLD THEY HONORED THERE GUARANTEE/ WARRANTY AND ARE SENDING ME THE WHEELS, UNBELIEVABLE ! COULDN'T IMAGINE THAT COMPANIES LIKE THIS ARE STILL AROUND, THANK YOU BRIGGS & RILEY
July 28, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for this incredible review! We’re delighted that our team was able to assist with both your recent request and the replacement wheels for your wife’s bag.
At Briggs & Riley, we stand behind the quality of our products and our lifetime guarantee, and experiences like yours reflect the level of care and service we strive to provide every day. Your trust and appreciation mean so much to our team.
Thank you for choosing Briggs & Riley!
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World-Class Customer Service
Outstanding product and incredible customer service. I was interested in getting new luggage, and they created a set deal that coincidentally had just what I wanted! When there was a minor hiccup with the online listing on the new set, they got it fixed right away and made the adjustments needed to make sure I got exactly what I wanted. The e-mails I had with customer service were prompt, courteous, and thorough. I wish there were more companies that took pride in their business like Briggs & Riley does.
July 29, 2026
Unprompted review
Reply from Briggs & Riley
Thank you so much for your kind words and for choosing Briggs & Riley! We're thrilled to hear that you found the perfect luggage set and that our team was able to create a solution that met your needs. We’re also glad we could quickly resolve the online listing issue and ensure everything was just right for you.
Providing prompt, courteous, and personalized service is something we take great pride in, so it means a lot to hear that your experience reflected those values. We'll be sure to share your feedback with our customer service team.
Thank you again for your support and for taking the time to share your experience. We hope your new luggage serves you well on many adventures to come!
Absolutely the best luggage brand
Absolutely the best luggage brand. I’ve gone through Samsonite, American Tourister, Hedgren, Delsey, Tumi, Rimowa. Nobody came close to the service level. They repaired wheels and replaced damaged bags, and have gone above and beyond. Worth it. I’ve had bags since 2010 and still use them. I have a full collection of their bags. Amazing customer service too! I have all the sizes and always tempted to buy more. That’s how
Impressed i am with them. I recommend them to fellow travelers wherever I go.
July 25, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for this wonderful review! We’re thrilled to hear that your Briggs & Riley collection has served you well since 2010 and that our team has consistently gone above and beyond to assist with repairs and replacements.
Your loyalty and recommendations to fellow travelers mean so much to us. Experiences like yours reflect the quality and level of service we strive to provide every day, and we’re especially grateful to have earned your continued confidence in our brand.
Thank you for choosing Briggs & Riley. We look forward to supporting you on many more journeys ahead!
I goofed up. B&R's Emma saved my bacon.
Due to my own mistake, the patch label sent for my luggage had the wrong initials. Emma, an employee at Briggs & Riley, handled the whole thing and took care of me well. It's that kind of service that will bring me back to a very high-quality company. In the long run, I value service over price.
July 1, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for the wonderful review! We're so glad Emma was able to "save the day" and help resolve the mix-up with your patch label. We know that even small details matter, and it's great to hear that her care and attention made a positive difference.
Your feedback means so much to our team. Experiences like yours reflect the level of service we strive to provide every day, and we're especially grateful to hear that it has earned your confidence in our brand.
Thank you for choosing Briggs & Riley. We look forward to supporting you on many journeys ahead!
Efficient company
Have owned by two bags for, at
least a decade. Never had a problem. Recently went to their storage area and realized the wheels had disintegrated, based on the humid climate in my community. Had put off figuring out how to get them repaired as I am outside of the USA. Once I could no longer put it off, I reached out to the company and what a nice surprise. The warranty was really 100%, customer
service, by email was fantastic. Quick, easy and my DIY repair kits were FedEx’d to be within two days. Great service and knowing you put the warranty as a top priority. Much appreciated.
July 14, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for sharing your experience and for being a longtime Briggs & Riley customer!
It's been a privilege to support your travels for more than a decade. While we're sorry to learn the wheels were affected by the climate where they were stored, we're glad our team was able to make the repair process quick and easy.
Our warranty is a commitment we're proud to stand behind, no matter where our customers are in the world, so it's especially rewarding to hear that the experience was such a positive one. We're pleased that your DIY repair kits arrived quickly and that our customer service team was able to assist every step of the way.
We look forward to keeping you rolling smoothly on many more adventures ahead!
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Great Computer Bag - BEST Customer Service EVER
I've had my "computer bag" (Medium Expandable Brief) for years now, and it has literally been around the world at least twice. I bought this Briggs and Riley bag specifically because all my previous bags from other vendors have fallen apart from heavy use.
This bag has been phenomenal and is still going strong, I noticed however that the inside of the shoulder strap was fraying, took a picture of it and sent it to Briggs and Riley.
Almost immediately I had confirmation they would replace it via their warranty and a few days later I had the new strap! Throughout it all Emma provided superb customer service, and the responsiveness was the best I've ever seen, just like their Bag!
Well Done! to this company and I will be buying may family's new suitcases from them! 100% recommend!
July 22, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for this incredible review and for being such a loyal Briggs & Riley customer! We're thrilled to hear that your Medium Expandable Brief has traveled the world with you and continues to perform after years of heavy use. That's exactly the kind of long-lasting quality we strive to deliver.
We're also delighted that our Simple as That® warranty made replacing your shoulder strap quick and easy. Emma will be especially pleased to hear your kind words about her service. Providing responsive, seamless support is just as important to us as creating exceptional products, so we're delighted to hear that both your bag and service experience have continued to serve you well.
Thank you for your recommendation and for trusting us with your future travel needs. We look forward to helping your family travel with confidence for many years to come!
Excellent Customer Service
I had an excellent experience with this company. I found a coupon online, but after trying to use it, I discovered that it was valid only in the United Kingdom, even though the website did not make that clear.
I contacted U.S. customer service, and they promptly provided me with a one-time coupon code. It actually worked out even better because the discount applied to my entire order rather than just one item.
Customer service was quick, responsive, and very easy to work with. I also love the rollerboard!
July 14, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for the amazing review! We're sorry for the initial confusion with the coupon, but we're glad our U.S. customer service team could quickly help get everything sorted out. Most importantly, we're thrilled that you're enjoying your rollerboard! We truly appreciate your support and hope you enjoy it for many adventures to come!
very helpful
very helpful, full support! even with some inconveniences from my side they tried to solve the problem and help me, warranty covered even from a 16+ years old luggage, no questions.
July 22, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for sharing your experience! We're so pleased to hear that our team was able to support you throughout the process and help resolve the issue. We're especially glad we could assist with a bag that has been part of your travels for many years. Standing behind our products is something we take great pride in, and we're grateful for your trust in Briggs & Riley. Thank you for being a valued customer!
Wheel replacement assistance
I contacted the help line to confirm the type of suitcase wheel replacement I needed. The staff who helped me, Emma M, was super helpful and very responsive. I was so happy with my service!
June 15, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for taking the time to share your experience! We're delighted to hear that Emma M. was able to help you find the correct wheel replacement and provide responsive service. We'll be sure to share your kind words with her. Thank you for your continued trust in Briggs & Riley.
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I have 3 B&R pieces
I have 3 B&R pieces, a very large suitcase, a medium one, and an all leather shoulder bag that I use for computer gear. I rarely use the large one because it was hurting my hands/arms towing it, and I switched to the medium one, expanding it and getting by with about 42 lbs. It looked like new after 10 years when I carried on board, but once I expanded and had to check it (paying a fee) within 2 years the airlines had really damaged it. I paid $85 to send it in for repair because of their famous life-time warranty that even covers airlines damage and then I am told they can't repair it and they offer me a new one for $300 off, which would mean almost $500 with tax. When I complain they said they'll give me a sample that might have a few scratches and I said fine, (assuming it would be an exact equivalent) but then they want to give me one that doesn't have a foldout for suits! "They" is KRISTIE I. We've been going back and forth for a week, and I now start writing reviews. I bought 3 bags because of their warranty (and indeed the large one was repaired twice over 10 years for, e.g., the handle ripping away and screws coming out, which had caused me write excellent reviews before). If I have to pay for shipping again, ok, but even $150 seems unfair to pay given their unwillingness to repair or replace.
July 17, 2026
Unprompted review
Reply from Briggs & Riley
We sincerely apologize for the frustration and disappointment you've experienced throughout this process. We understand how important our lifetime warranty is to our customers, and we greatly appreciate the trust you've placed in Briggs & Riley over the years through the purchase and use of multiple products.
We are glad that our team member is working directly with you and provided a resolution. While some warranty cases can be challenging when a product is no longer repairable and comparable replacement models are limited, our goal is always to provide a fair and thoughtful outcome. We appreciate your patience through this process.
Great customer support
While rolling my Briggs and Reilly suitcase the spinner wheel covering rubber fell off and while was still usable thanks to legendary lifetime support of their customer service, Christine took care of the issue. She reviewed image I had sent and provided me options of taking to repair center or send me parts which I chose the later. Her solid and consistent support to provide me with shipping details speaks for great support they have. Kudus to their great customer service.
July 10, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for sharing your experience and for your kind words. We are thrilled to hear that Christine was able to help you find the solution that worked best for you. Delivering exceptional support is at the heart of what we do. We truly appreciate your recognition of our lifetime warranty and customer service team. Thank you for being a valued Briggs & Riley customer!
I had an excellent customer service…
I had an excellent customer service experience with Chuck Scheper at Briggs & Riley. Chuck was incredibly knowledgeable, professional, and genuinely helpful throughout the entire process. He was kind enough to accept the return of my Briggs & Riley carry-on and provide me with a full refund toward another carry-on they offered, making the exchange completely hassle-free.
His patience, expertise, and willingness to go above and beyond made a lasting impression. It’s rare to receive this level of outstanding customer service, and Chuck truly exceeded my expectations.
Because of this experience, I will gladly recommend Briggs & Riley products to anyone looking for high-quality luggage backed by exceptional customer support. Thank you, Chuck, for making the process so easy and enjoyable!
July 16, 2026
Unprompted review
Reply from Briggs & Riley
Thank you for taking the time to share your experience. We are so glad to hear that Chuck provided the knowledgeable, professional, and personalized support that made your exchange process so seamless. We take great pride in delivering exceptional service, and it's wonderful to know that he left such a positive impression. We sincerely appreciate your recommendation and will be sure to share your kind words with Chuck.
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