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.
What people say
C
Chu Jonathan · 1 review · Experienced 2026-05-14 ·
★★★★★
Dear Customer Service Team,
Dear Customer Service Team,
I originally contacted your company simply to ask whether replacement wheels were available for purchase for my suitcase.
To my surprise, your team informed me that the suitcase was still covered under your lifetime warranty. Not only that, but over the years you kindly sent replacement wheels to me on three separate occasions, completely free of charge.
Since 2018, I have gradually replaced all of my luggage from Hartmann with Briggs & Riley products because I truly appreciate the quality, craftsmanship, and thoughtful design of your luggage. After this experience, I am even more convinced that I made the right decision.
Your outstanding customer service and support have left a very strong impression on me. In today’s world, it is rare to see a company stand so sincerely behind its products and customers.
Thank you again for your professionalism, generosity, and exceptional service. I will gladly continue supporting and recommending Briggs & Riley to others.
Special thanks to Emma M and J. Jarrell from your customer service team for their kindness and assistance.
Best regards,
From Taiwan
Jonathan Chu
Reply from Briggs & Riley2026-05-29
Hi Jonathan,
Thank you for taking the time to share your experience with us! We truly appreciate your continued trust in our products since 2018.
It is especially rewarding to hear that our Lifetime Guarantee and the assistance provided by our customer service team have been helpful.
Thank you for choosing Briggs & Riley! If you need anything, we are here to help.
L
Lauren · 2 reviews · Experienced 2026-05-06 ·
★★★★★
Amazing support. I have had my carry on for over 10…
I have had my carry on for over 10 years without a problem but the wheels eventually wore out. I am in Australia with no nearby repair centre but with one quick email I had a new set of wheels on the way. They arrived promptly and only took about 1/2 hour to install. Fantastic service and great product support. Shout out to Emma who sorted this for me so quickly.
Reply from Briggs & Riley2026-05-27
Hi Lauren,
Thank you for sharing your experience. We’re delighted your carry-on has traveled with you for over a decade, and that Emma was able to quickly assist with your repair!
C
Charles Walker · 1 review · Experienced 2026-05-23 ·
★★★★★
Superb customer service
Superb customer service! I needed an adjustment to an order and the customer service team correctly quickly before the order shipped!
Reply from Briggs & Riley2026-05-27
Hi Charles,
Thank you for your feedback! We’re delighted our team could quickly assist with your order adjustment before shipment. Providing a premium experience is always our priority. We truly appreciate your support!
m
m smith · 1 review · Experienced 2026-05-23 ·
★★★★★
great experience with zdx spinner bags
traveled overseas with the zdx spinner bags and had a great experience, even on cobblestone paths and uneven terrain. The bags certainly took a beating through the airport checked luggage process, but held up to the test. They might not be the cheapest bags but hard to put a price on protecting our stuff when traveling.
Reply from Briggs & Riley2026-05-27
Hi M,
Thank you for sharing your experience with the ZDX Spinner bags. We’re delighted to hear they traveled well across uneven terrain. Your recognition of their performance and craftsmanship means a great deal to us. Thank you for choosing Briggs & Riley!
K
KEVIN Kelly · 4 reviews · Experienced 2026-05-26 ·
★★★★★
Briggs & Riley stand by their brands
Briggs & Riley stand by their brands. They have great service and repair when I needed it on a suitcase.
I also think their products stand up better than most, if not all brands.
Reply from Briggs & Riley2026-05-27
Hi Kevin,
Thank you for your feedback! We're pleased to hear both the performance of your suitcase, and our repair service met your expectations. Thank you for choosing Briggs & Riley!
I was able to speak with an knowledgeable employee who told me how to get rid of an annoying white streak on my hard sided luggage.
I have flown over 2,000,000 on UAL with my Briggs & Riley luggage over decades and have never been disappointed on how they survived the airline luggage system. Bravo
Reply from Briggs & Riley2026-05-22
Hi Anita,
Thank you for your loyalty over the years. We’re thrilled to hear our team was able to assist!
It’s especially meaningful to know your Briggs & Riley luggage has traveled more than 2,000,000 miles. That’s exactly the durability and performance we strive for.
We truly appreciate your continued trust and support. Thank you for choosing Briggs & Riley!
I needed to return a repair kit and obtain the right one. The entire interaction took less than 10 minutes and was completely accurate for what needed to be returned and for what I needed. Thank you so much, Chuck and Briggs and Riley. You made my day!!
Reply from Briggs & Riley2026-05-19
Hi Sandra,
Thank you for your feedback! We’re thrilled to hear that Chuck was able to make your repair kit exchange quickly. Safe travels and thank you for choosing Briggs & Riley!
D
Dale Miles · 1 review · Experienced 2026-05-13 ·
★★★★★
Customer Service Rep. Chuck Scheper…
The customer service rep Chuck Scheper returned my voice message within 15 minutes and was extremely helpful and knowledgeable. Resolved my issue with damaged wheels most likely caused by the airlines within minutes with excellent customer care skills.
Excellent products with excellent service!!!
Dale Miles
Reply from Briggs & Riley2026-05-14
Hi Dale,
Thank you so much for taking the time to share your experience with us! We’re thrilled to hear that Chuck was able to return your call so quickly and provide helpful service.
Feedback like yours means a great deal to our team.
A
Ahmed Bilfaqih · 1 review · Experienced 2026-05-13 ·
★★★★★
I had an outstanding experience
I had an outstanding experience with Briggs & Riley customer service. The team handled my issue with exceptional professionalism, efficiency, and genuine care. My luggage zipper was damaged, and they immediately arranged an expedited replacement shipment without any hassle. This truly reflects the strength of their lifetime warranty commitment and dedication to customer satisfaction. In a time when after-sales service often falls short, Briggs & Riley stood behind their product and resolved the matter quickly and smoothly. I sincerely appreciate the prompt communication, swift resolution, and overall support provided throughout the process. Experiences like this build lasting trust in a brand, and I would highly recommend Briggs & Riley to anyone looking for premium luggage backed by world-class customer service.
Reply from Briggs & Riley2026-05-14
Hi Ahmed,
Thank you for your thoughtful feedback. We’re happy to hear our team was able to resolve your issue quickly and seamlessly.
At Briggs & Riley, we stand behind delivering exceptional service. Your trust and recommendation mean a great deal to us.
M
MaryAnn Heinrich · 1 review · Experienced 2026-05-13 ·
★★★★★
Best luggage.
I made a call to Briggs & Riley to let them know that the airlines broke my luggage lock. I've had my luggage for many years. They asked for a picture of the broken lock and said they would mail a new one immediately. No hassle whatsoever. Best company ever.
Reply from Briggs & Riley2026-05-14
Hi MaryAnn,
Thank you for sharing your experience. We’re glad we could make the replacement process quick and hassle-free after the airline damage.
Providing exceptional service and standing behind our Lifetime Guarantee are at the heart of the Briggs & Riley experience. We truly appreciate your support.
R
Roel · 1 review · Experienced 2026-05-05 ·
★★★★★
Briggs & Riled customer service staff…
Briggs & Riled customer service staff Chuck and Will were friendly and professional. Thank you guys! - Roel
Reply from Briggs & Riley2026-05-12
Hi Roel,
Thank you for the kind words. We’re so happy to hear Chuck and Will provided a friendly and professional experience. If you need anything, we're here to help!
K
Kevin · 1 review · Experienced 2026-04-09 ·
★★★★★
Warranty repair of Baseline
Recently on a trip my Baseline carry-on was damaged by the airline. Now, this was a 10+ year baseline with > 1.2M miles of flight time. I decided to send along my luggage to B&R to have the top strap repaired. Not only was it repaired in a very short time, but they fixed the telescoping handle, wheels, bumpers, zippers and it looked even cleaned. What an incredible service and product.
Reply from Briggs & Riley2026-05-12
Hi Kevin
Thank you for sharing your experience! After more than 10 years and 1.2 million miles of travel, we’re honored your Baseline carry-on is still part of your journeys. We’re so glad our team could restore it and get it back to you looking and performing its best. Thank you for trusting Briggs & Riley along the way!
J
Jose Miramontes · 3 reviews · Experienced 2026-05-01 ·
★★★★★
B&R UK -and US- have an extraordinary…
B&R UK -and US- have an extraordinary customer services team. They strive to bring solutions and make it happen soon.
That’s why a love B&R products. You can’t go wrong.
Reply from Briggs & Riley2026-05-12
Hi Jose,
Thank you for your support of Briggs & Riley! We’re so happy to hear our UK and US customer service teams provided the care and solutions you expected. We truly appreciate you being part of the B&R family and wish you many great travels ahead!
J
J. Ashley Ewing · 1 review · Experienced 2026-05-05 ·
★★★★★
Registration problem
I had a request to register a piece of my luggage that was not in the online pull down menu. The request was handled very quickly and very professionally to make sure this piece is under warranty
Reply from Briggs & Riley2026-05-07
Hi J,
Thank you for sharing this experience - we’re really glad to hear our CX team was able to assist you quickly and professionally.
If you need anything else in the future, we’re always here to help.
L
Li Per · 1 review · Experienced 2026-04-15 ·
★★★★★
Thank you Tito
Thank you Tito. The repair on the handle of my backpack was exceptional!
Reply from Briggs & Riley2026-05-08
Hi Li,
Thank you for the kind words! We’re glad the handle repair on your backpack and appreciate your trust in Briggs & Riley!
The highest quality and durable luggage on the market
The highest quality and durable luggage on the market! The customer service is superb and all repairs are free no matter what happened to your bag.
Reply from Briggs & Riley2026-05-08
Hi,
Thank you for your review. We’re proud to deliver durable, high-quality luggage. We appreciate you choosing Briggs & Riley!
C
CJ · 4 reviews · Experienced 2026-04-03 ·
★★★★★
Excellent service
Excellent service! Checked my entire luggage beyond what I said was the problem. Repaired or replaced items that they found in addition to my requested fix. FLIGHT CREWS!! They had my repair finished and back to me within one week. Just let them know that you are flight crew. Highly recommend Briggs & Riley!
Reply from Briggs & Riley2026-05-08
Hi CJ,
Thank you for the great feedback! We’re glad we could get your repair completed quickly. Thank you for choosing Briggs & Riley!
L
Linda D. · 1 review · Experienced 2026-04-13 ·
★★★★★
Perfect repair in record time!
The Briggs & Riley suitcase I purchased years ago is a solid, well made piece of luggage that has survived frequent airline travel, but where the company really shines is their Customer Care Support team. On my last flight, the airline somehow managed to bend the retractable handle, but the care team turned around a perfect repair in record time - less than 3 days. Fabulous!
Reply from Briggs & Riley2026-05-08
Hi Linda,
Thank you for sharing this thoughtful review. We’re delighted to hear your luggage has held up so well through frequent travel, and that our Customer Care team could deliver a fast, seamless repair when you needed it. We appreciate your continued trust in Briggs & Riley and your kind words about our service.
S
Sjrs · 2 reviews · Experienced 2026-05-05 ·
★★★★★
Amazing customer service
Amazing customer service
Easy to get it repaired if needed
It had a quic return and they proactively inspected my suitcase for other potential issues and just changed the extra parts too
Reply from Briggs & Riley2026-05-08
Hi,
Thank you for your thoughtful review! We’re delighted to hear you had such a seamless repair experience and appreciated the quick turnaround. If you need anything further, we're here to help.
B
Bruce · 1 review · Experienced 2026-04-01 ·
★★★★★
The warranty experience was top-notch
The warranty experience was top-notch, easy enough, and very well done.
Reply from Briggs & Riley2026-05-07
Hi Bruce,
Thank you for sharing your experience with our Lifetime Guarantee. We’re glad we could be a part of your travels!
