Briggs & Riley (briggs-riley.com) has a 4.8 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Shopping & Fashion and its reputation is excellent. Praise is nearly unanimous, with 96% rating it 4 stars or higher; The business has replied to 100% of negative reviews. Last updated 2026-08-10.
Honestly.. It is a great honor for me to be a Biggs& Riley customer .. I believe Briggs bags are among the best in the world. Moreover.. It is the only company globally that offers extensive after-sales services—most notably, repairs. I own five bags so far they traveled over 85 countries around the world .. YaYa
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 really true. They repair it or replace it. No interrogation of what happened, No proof of purchase, and No receipt is required. For Life!! Simple as that!! B&R No Ka Oi Much Mahalos!! Daniel n Anna
Mahalo nui loa, Daniel and Anna, for nearly 25 years of loyalty to Briggs & Riley! It is an incredible honor to know that our luggage, backpacks, accessories, and customer service have remained part of your lives for so long. Our Simple as that lifetime guarantee was created to provide lasting confidence in every purchase, and we’re proud that your experiences have shown the promise is genuine.
Kristie Israel was my representative, she did an outstanding job!! Her communication during the whole process was excellent!! I have told my coworkers what an excellent experience I have had with Briggs & Riley. I have used Travel Pro as well as Tumi, but as I have told not only my coworkers, but also individuals I have met through my travels, B&R is the best value not only because the products are outstanding, but the amazing customer service/support is second to none!! Kristie, thank you sooooo much, your customer service is outstanding and you deserve to be commended, thank you!!
Thank you for taking the time to recognize Kristie! We’re so pleased that her attentive communication and support made your entire experience exceptional. Sharing your recommendation with coworkers and fellow travelers is one of the greatest compliments we could receive. Your enthusiasm for both our products and customer care means a great deal to everyone at Briggs & Riley. We’ll be sure to share your wonderful feedback with Kristie and our team. She will be delighted to know that her dedication made such a lasting impression!
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 size. I took the latter option. Incredible service, given that the original bag had been used daily for 6+ years. Katie Israel of B & R was very helpful throughout the entire process. All companies should emulate B & R's phenomenal customer service.
Six years of daily use is quite a testament to your bag, and we're so glad Kristie was able to help find the right solution when the zipper could no longer be repaired. Standing behind our products means supporting customers long after their original purchase, so your recognition of Kristie’s care and our service mean a great deal. Thank you for holding Briggs & Riley to such a high standard and for sharing this feedback!
I purchased a large carry-on suitcase and a large backpack a couple of months ago. While I was very happy with the carry-on, I unfortunately had repeated issues with the backpack. The first time, I sent the backpack in for repair. The company determined the issue was likely due to a defective batch and replaced it with a brand-new backpack. A couple of months later, the replacement developed the same problem. I contacted customer service again, and this time they issued me a full refund. Although the backpack did not meet my expectations, I was extremely impressed with the customer service. Every interaction was professional, friendly, and focused on making things right. They stood behind their product, honored their warranty, and resolved the issue without any hassle. I still have and enjoy the carry-on luggage, and based on my experience with their customer service, I would not hesitate to purchase from them again. While I was disappointed with the backpack, I truly appreciate how the company handled the situation.
Thank you for taking the time to share your experience. While we're sorry to hear that the backpack did not perform as expected, we're pleased that our team was able to assist and make the process as smooth as possible. At Briggs & Riley, we stand behind our products and are committed to providing the level of service our customers deserve. We appreciate your patience as we worked through the issue and are grateful for your kind words about our customer service team. It's wonderful to hear that you're continuing to enjoy your carry-on, and we truly appreciate your confidence in our brand. Thank you for sharing your thoughtful feedback and for recognizing the efforts of our team.
Briggs &Riley stand by their promise, warranty, and go beyond expectations to assure they provide the best customer service. Initially spoke with Chris from B&R customer service who even provided a link with a FedEx label to easily process the request. Then Kristie I. responded within a few days of confirmed delivery of my luggage It was irreparable so I was disheartened to lose all my stickers from my travels. On top of that, I sadly received the news of my mother passing which meant I needed a luggage right away. Not only did they rush a comparable replacement in time for my travels but also took the time to remove and send me all my priceless stickers!!! I can’t say enough about the care from Briggs & Riley customer service. You not only purchase a reliable beautiful luggage but also peace of mind that they stand behind their warranty with personal care. Thank you Briggs & Riley and staff.
We are deeply sorry for the loss of your mother and extend our heartfelt condolences to you and your family. During such a difficult time, we’re grateful that Chris and Kristie could ease one concern by simplifying the process and arranging a comparable replacement in time for your travel. We also understand that your stickers were far more than decorations—they represented meaningful places, experiences, and memories collected over time. Knowing how much they meant to you, Kristie was especially glad to preserve and return them rather than allow that personal history to be lost with the original bag. Thank you for recognizing the compassion, thoughtfulness, and individual care behind our lifetime guarantee.
My wife and I have owned 10 B&E bags of various shapes and sizes over the last 25+ years. With work keeping us on the road 40+ weeks a year, these bags go through more abuse than most people would ever put theirs through. Over the years, three of our bags have needed repairs. Every single time, they came back completely restored and in perfect working order. No runaround, no excuses. That kind of reliability is hard to find, and so is a warranty that's actually honored year after year. We will always buy B&E bags. They've never let us down.
More than 25 years, 10 bags, and over 40 weeks of travel each year—that is an extraordinary testament to how thoroughly your luggage has been put to work. We’re proud that each repair restored your bags to proper working order and that our lifetime guarantee has consistently delivered on its promise. Thank you for your enduring loyalty and for continuing to recommend Briggs & Riley!
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.
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!
Customer service is often advertised by various vendors but it doesn't always appear when the customer needs to rely on such service. This is not the case with Briggs & Riley's customer service, however. After purchasing one of their trunks for a three week trip to Italy with my wife, we returned home for a brief time before flying to see our daughter and her family in Iowa. The trunk survived the trials of air, sea, rail and car in Italy without a problem but a non-stop flight to Iowa left the trunk with a crushed corner. Not knowing what caused the damage, I contacted Briggs & Riley for help in getting this problem resolved. Fortunately, the customer service pledge of Briggs & Riley came through as promised. The trunk was beyond repair so I was given a replacement trunk at no charge. This is the kind of response customers expect when we buy a product (or service) and experience a problem. If you are looking for luggage with a lifetime guarantee you can rely on, Briggs & Riley should be your choice. I'm glad it was my choice.
Thank you for sharing your story. Your trunk certainly covered a lot of ground, and we’re sorry it sustained such significant damage on the flight to Iowa. When the bag could not be repaired, we were proud to fulfill our promise by providing a replacement. Knowing that our customer service and lifetime guarantee proved dependable when you needed them most is incredibly meaningful to our team. We are honored that Briggs & Riley remains your trusted choice.
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.
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!
Personal care and contact were outstanding. Kept me informed every step of the way. Customer care appears to be a high priority with this company.
Thank you for recognizing the personal care and communication provided by our team. Keeping customers informed and supported throughout the process is a responsibility we take seriously. We’re honored that your experience reflected that commitment.
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 !
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!
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.
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 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
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
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.
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.
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!!!!
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!
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
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!
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.
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!
Great product and very reliable. Very professional look.
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!
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.
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!
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