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.
Excellent service from Chuck. Quickly handled my request for some new screws to self-repair my Briggs suitcase. Guaranty for life is amazing.
Hi Robert, Thank you for your feedback. We're delighted Chuck was able to quickly assist you and get the parts you needed. Thank you for choosing Briggs & Riley—we're proud to stand behind our products for life.
I sent my briefcase bag I purchased from Briggs & Riley in 2015 for warranty repair through Bagmasters in Aventura, FL. The bag had worn trim and frayed handles. Bagmasters, the regional repair facility, charged me $60 to ship the bag to Briggs & Riley for repairs as they said they could not fix the bag at their location. Unfortunately the bag was sent by Bagmasters with another customer’s name on the paperwork. Because of that error, Briggs & Riley contacted the wrong person, offered him a discounted replacement, and he accepted it. I received no updates for months and had no idea why my warranty repair had stalled. When I finally reached out to Briggs & Riley, I spoke with Chuck Scheper. He took the time to investigate, contacted Bagmasters directly, and confirmed the mislabeling. His professionalism and follow‑through are the only reasons I now understand what happened. I appreciate Chuck’s efforts! 5 stars to Chuck.
Hi Doug, We appreciate your patience throughout the repair process. Thank you for sharing your experience. We are pleased that it was ultimately resolved. Thank you for being a longtime Briggs & Riley customer! If you need anything further, we are here to help.
Customer service is worthless. Shop pay sent it to the wrong address and Briggs and Riley is absolutely no help. Would not even cover shipping.
Hi Mary, Thank you for sharing your feedback, and we’re sorry to hear about the experience you’ve had with your shipment and support. We’d like the opportunity to look into this further and help get it resolved for you. Please reach out to our Customer Service team at [email protected], and our team will be happy to escalate and assist you directly. We appreciate you bringing this to our attention and hope we can make this right.
I needed a replacement part and reached out to customer service. They were prompt and knowledgeable. The replacement part was sent out the next business day. Great qulaity producys as well. My husband has a collection he uses for business travel.
Hi Rebecca, We’re glad to hear that you had a positive experience with our support team, and it’s great to know replacement parts and service requests are being handled quickly and effectively. Thank you for choosing Briggs & Riley!
I've been an owner of there Baseline product some 30 years for business and leisure travel and has stood up to the test of time. During that time I've only needed two repairs due to rough handling at airports and cruise terminals. Each time I relied on their Lifetime Warranty and they always came through. Durable, well made and great customer support!
Hi Nick, We’re truly grateful for your 30 years of trust and loyalty. It’s great to hear the luggage has held up through so much travel, and that when repairs were needed, our Lifetime Guarantee and support team were able to step in. Feedback like this means a lot to the whole team—thank you again for being part of our journey and for taking the time to write in.
My bag needed a repair. I contacted Customer Service in the morning, sent a few photos, and Wil had parts shipped early afternoon! Amazing- their product guarantee and service is like nothing I have ever experienced!! Thanks so much!
Hi Kym, Thank you so much for taking the time to share this. We’re glad that the repair process was smooth for you. It means a lot to hear that our Lifetime Guarantee and service stood out as a positive experience—this is exactly what we aim for. If you need anything at all down the line, don’t hesitate to reach out. We’re always here to help.
Great customer service. These bags and the lifetime guarantee are worth the investment. My service representative Chuck was most helpful in addressing my needs.
Hi, thank you for sharing your feedback. We’re glad to hear you’ve had a positive experience with both your bags and our Lifetime Guarantee, as well as Chuck's assistance. We’re always here if you need anything in the future, and we truly appreciate you taking the time to leave this review!
The gentleman who helped me with my repair issue was very knowledgable and helpful to a 'little old lady'. He suggested an excellent 'first' attempt repair option for which I am most appreciative. Since 2001, we have purchased over 62 pieces of Baseline luggage for our children and grandchildren. This would be the very first time we have called regarding a needed repair! Thank you!!
Hi Carol, Thank you for taking the time to share your experience with us. We’re glad to hear that our team member was able to assist you with your repair and provide a helpful solution. We also want to sincerely thank you for your loyalty to Briggs & Riley over the past 25 years. Knowing that your family has trusted our Baseline luggage for more than 60 pieces across generations means a great deal to us! Thank you for choosing Briggs & Riley.
Absolutely amazing company! Not only is it the best carry-on bag i've ever owned but customer service is second to none.
Hi Robert, We're delighted that both your carry-on and our service have exceeded expectations. We truly appreciate your trust and look forward to accompanying you on many journeys ahead.
I purchased the Baseline spinner carryon and the baseline spinner large suitcases and I absolutely love both!! I also purchased a few accessories such as the packing cubes and toiletries case. It was a little more expensive but money well spent!! I used to struggle with my carryons tipping over not rolling right and I didn’t realize how much I was struggling with it until I used my Briggs & Riley and I fell in love. Customer service was so helpful and made correcting my mistake in ordering so easy to correct (I mistakenly ordered the wrong size and color packing cubes). I tell basically everyone they should save up and get these amazing suitcases because they will also love them. I can’t say enough about this company. Well made, durable quality products no matter what category you shop.
Hi Kellyann, We're thrilled to hear how much you love your Baseline luggage and accessories. It's wonderful to know the performance, quality, and customer service exceeded your expectations. We truly appreciate your kind words, recommendation, and support. Happy travels!
I bought a full set of luggage for the very first time. I am so thankful that I invested in Briggs & Riley!! The pieces are incredibly roomy, they hold a lot!! The pieces are very light and super durable. Customer service is second to none, and whether you travel a lot or a little, this is the investment to make! You won’t have buyer's remorse, trust me!
Hi Colleen, We're so glad to hear you're happy with your luggage set. It's great to know the pieces have met your expectations for space, durability, and ease of use. We also appreciate your kind words about our customer service. Thank you for choosing Briggs & Riley and for sharing your experience.
I travel all the time and have used luggage from many companies. When I discovered Briggs and Riley, I use no other luggage. Thoughtfully designed and manufactured and great customer service to boot! Worth every penny and beyond!
Hi Stephen, It's wonderful to hear that our thoughtful design, quality, and customer service have earned your trust. Thank you for your loyalty and for sharing your experience.
Your product is not only very classy looking, it is durable and not heavy at all. I HIGHLY recommend this product to everyone.
Hi Kelly, thank you for your positive feedback!
Amazing experience with customer service, they answered all my questions about my bag and I absolutely LOVE IT, I use it everyday. The quality is amazing and totally worth the price, would 100% buy again!
Hi Harry, We're thrilled to hear that our Customer Service team was able to answer all your questions and that you're loving your bag. Knowing it's become part of your everyday routine means so much to us. Thank you for choosing Briggs & Riley!
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.
Hi Leng, Thank you for sharing your experience and for your 30+ years of loyalty to Briggs & Riley! We’re very glad our team was able to step in and resolve the issue quickly for you before your departure. We appreciate your feedback and trust in Briggs & Riley.
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!
Hi, Thank you for your feedback and for your loyalty over the past 20 years. We’re delighted to hear that both our luggage and Chuck’s service exceeded your expectations. We appreciate your continued support and trust in Briggs & Riley!
I needed to replace the wheels on my cabin spinner but was unsure which ones to order. Customer service responded quickly with the exact information I needed. B&R products are great and worth it to maintain them so having good customer service is appreciated.
Hi Lake County Traveller, We're glad our Customer Service team could quickly help you find the right replacement wheels for your cabin spinner. We appreciate your support and are happy to help keep your Briggs & Riley luggage traveling for years to come!
Excellent service, true to the commitment to lifetime warranty.
Hi Neera, Thank you for your positive feedback!
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.
Hi Eduardo, Thank you for sharing your experience. We’re proud to stand behind every Briggs & Riley bag with our Lifetime Guarantee, and we’re delighted our team was able to make the wheel replacement process seamless and efficient. Your recognition of our commitment to lasting quality and exceptional service means a great deal to us.
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
Hi Y, Thank you for your kind words. We’re so pleased Emma was able to assist seamlessly and ensure everything arrived just as expected. The plum suitcase and matching tote sound like a wonderful choice, and we’re delighted they made the perfect gift.
100 reviews matching