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
m
mrmaxcrew · 1 review · Experienced 2026-04-17 ·
★★★★★
Excellent Customer Service
My wife and I brought our Baseline 21" roller in for service at the headquarters in Hauppauge NY. The staff was welcoming and friendly and did the repairs right on the spot ( I was expecting to have to return a week later) The telescopic trolley pull needed replacement. The work was done in 20 minutes and was even brought out to our car while we waited. I would definitely recommend Briggs and Riley they stand behind their product.
Reply from Briggs & Riley2026-05-08
Hi Max,
Thank you for sharing your experience! We’re so pleased to hear our Hauppauge team provided such prompt and welcoming service. We truly appreciate your recommendation and your continued trust in Briggs & Riley.
I have the extra large garment bag as I often need to travel with dress suits, my own pillow (old neck injury) and even a CPAP machine. I’m able to get it all in this luggage and it’s designed and built with excellence. Recently, after much use, the handle broke and I sent the luggage in for repair. The process was seamless! I’m now out of state with the bag for the first time since the repair and all is well. Their customer service is probably the best of any company I’ve dealt with.
I love Briggs & Reilly: both the product and the customer service culture!!
Reply from Briggs & Riley2026-05-08
Hi Greg,
Thank you for sharing your experience. We’re glad the repair process was seamless and that your garment bag is serving you well on your travels again. It’s especially great to hear the design meets your specific needs and that our team could support you quickly when the handle needed attention. We appreciate your trust in Briggs & Riley!
R
Ross Reed · 5 reviews · Experienced 2026-05-01 ·
★★★★★
Fixed my case in time fory trip and…
Fixed my case in time fory trip and sent it back to me
Fantastic service and people!
Reply from Briggs & Riley2026-05-08
Hi Ross,
Thank you for the wonderful feedback! We’re so glad we could get your case repaired and returned in time for your trip. Thank you for choosing Briggs & Riley!
R
Rick · 1 review · Experienced 2026-04-14 ·
★★★★★
I only buy luggage from Briggs & Riley
I only buy luggage from Briggs & Riley. They’re unbeatable. The lifetime warranty alone sets them apart. My carry‑on is 19 years old and has only needed three minor repairs in all that time. I sent it in once, and the other two fixes were simple enough for me to do myself with the parts they provided.
We also own two of their large suitcases, and after ten years of heavy use, one needed a repair. The entire process was fast, smooth, and incredibly easy. Briggs & Riley has absolutely earned my loyalty.
Reply from Briggs & Riley2026-05-08
Hi Rick,
We’re glad your carry-on has held up so well over the years and that repairs—both in-house and self-service—have been simple and straightforward when needed. It’s great to hear your larger cases have also performed reliably through heavy use. We’re grateful for your continued support and for choosing Briggs & Riley over the years.
A
Amy · 3 reviews · Experienced 2026-04-27 ·
★★★★★
Exceptional experience--one of the few…
Exceptional experience--one of the few companies that stands by their lifetime warranty. Customer service guided me through the process and what to expect. Our damaged bag was returned us more quickly than expected with the repair complete. Customer for life!
Reply from Briggs & Riley2026-05-08
Hi Amy,
Thank you for sharing this. We’re glad our team was able to walk you through the process and get your bag back to you sooner than expected with everything fully repaired. It means a lot to hear the experience left you feeling confident in our service. We appreciate your trust in Briggs & Riley and look forward to being there for your future travels.
Had my bag for at least 18 years before i submitted a lifetime warranty repair for minor items. They did offer a discount on a new bag instead which was great, but i opted to fix the original. The repair was above and beyond the issues I identified. Very satisfied.
Reply from Briggs & Riley2026-05-08
Hi Tyler,
Thank you for sharing this experience. We’re glad our team could offer options that worked for you and that the repair went beyond expectations. We appreciate your continued trust in Briggs & Riley.
A
Anna Hamre · 1 review · Experienced 2025-12-30 ·
★★★★★
When the airlines destroyed my check-on…
When the airlines destroyed my check-on bag, I contacted Briggs & Riley for help. Within two weeks (including shipping time), my bag was returned in fantastic shape---for no charge.
Reply from Briggs & Riley2026-05-08
Hi Anna,
Thank you for sharing your experience. We’re glad we could get your bag back to you quickly and in great condition. We appreciate your trust in Briggs & Riley and are always here to help when you need us.
R
Robert Johnson · 3 reviews · Experienced 2026-04-01 ·
★★★★★
Briggs and Riley Wear and Repair
I have multiple pieces of Briggs and Riley. Some I use on a daily basis, and some has 1-2M miles of riding on airlines with me. I have asked the Briggs and Riley team on two occasions to fix issues that this kind of wear and tear put on the gear. They not only fixed it, but reviewed the gear, found and fixed other issues. Their service toward any issues is best I have ever seen.
Reply from Briggs & Riley2026-05-08
Hi Robert,
Thank you for your continued trust and for sharing your experience. We’re glad our team could take care of the repairs and proactively address other issues as well. We truly appreciate your support of Briggs & Riley.
B
B R · 1 review · Experienced 2026-04-01 ·
★★★★★
Briggs & Riley handled my warranty work…
Briggs & Riley handled my warranty work like a well oiled machine. My briefcase was 20-years old. They were not able to repair so they replaced with a replacement which was vast improvement over my old bag. Nice job BR!
Reply from Briggs & Riley2026-05-08
Hi,
Thank you for the great feedback! We’re glad our team was able to take care of your request smoothly and provide a replacement that’s an upgrade for you. We truly appreciate your long-term trust in Briggs & Riley.
P
Paul Noreen · 1 review · Experienced 2026-05-05 ·
★★★★★
B&R warranty is first class!
Bought a roller suitcase with a pack back from Briggs & Riley in 2010.
Have since travelled over 2.5m miles and hundreds of flights all over the world.
Recently had an issue with a zipper and telescoping handle.
Shipped back to B&R no questions asked and my luggage is like new again. Great quality service. If you want the best in travel pieces choose Briggs & Riley.
Sincerely,
Paul Noreen aka (road warrior)
Reply from Briggs & Riley2026-05-08
Hi Paul,
Thank you for sharing your incredible journey with us. We’re honored that your bag has been with you through 2.5 million miles of travel and so many adventures around the world. It’s great to hear our team could quickly restore it to like-new condition when you needed support. We truly appreciate your long-standing trust in Briggs & Riley!
I bought two bags from Briggs and Riley about 10 years ago. The wheels wore out… which is not surprising after 10 years. I went on line and ordered replacement wheels. Unfortunately, I ordered the wrong ones. I called and left a message and Cuck called me back in about an hour. He took care and f everything. Sent a return label and sent me the correct wheels at no charge. Excellent customer service like this is quite rare these days. I will certainly buy from these guys again.
Reply from Briggs & Riley2026-05-08
Hi Gregory,
Thank you for sharing your experience. We’re glad Chuck was able to quickly sort everything out and get the right wheels on the way with no hassle. It’s great to hear the process felt easy and taken care of from start to finish. We truly appreciate your continued trust in Briggs & Riley.
C
Cindy Taff · 1 review · Experienced 2026-05-04 ·
★★★★★
I love Briggs & Riley products and lifetime warranty.
I love Briggs & Riley products as they are high-quality, with a very functional design. The lifetime warranty offered by Briggs & Riley is just icing on the cake, and the process is very easy and fast. I would highly recommend any of their products, but I especially love my backpack.
Reply from Briggs & Riley2026-05-08
Hi Cindy,
Thank you for your feedback. We’re glad you value the quality, design, and ease of our lifetime guarantee, and even more so that your backpack is a favorite. We truly appreciate your support of Briggs & Riley.
My suitcase retractable handle was damaged by baggage handlers. So, taking advantage of the lifetime guarantee, I mailed it back to BRIGGS AND RILEY FOR REPAIR. Within a couple weeks, my suitcase was back, good as new. I love my suitcase for it’s sturdiness, clever details like the expandable zipper, and really good wheels. I have owned Briggs suitcases for 40 years and consider them one of the best brands
Reply from Briggs & Riley2026-05-08
Hi Kathy,
Thank you for sharing this—and for your 40 years of loyalty. We’re glad we could get your suitcase repaired quickly and back to you in like-new condition. It’s especially great to hear you’ve consistently valued the durability and design details over so many years of travel. We’re grateful to be part of your journeys and appreciate your continued support of Briggs & Riley.
B
Becky B · 1 review · Experienced 2026-02-26 ·
★★★★★
The repair service was awful after…
The repair service was awful after using my suitcase for 2 months my wheel fell off and screw seems to be striped. Not sure how they will rectify the situation
Reply from Briggs & Riley2026-05-07
Hi Becky, thank you for bringing this to our attention. We’re sorry to hear you’ve had trouble with your repair experience, and we’d like the opportunity to make this right.
Please reach out to our Customer Service team at
[email protected] so they can review the details and assist with next steps toward a resolution.
J
Jon Chunn · 1 review · Experienced 2026-05-04 ·
★★★★★
Phenomenal company
Phenomenal company. I have been using B&R products for years and their customer service is top notch. Great products that last and work hard to take care of any issues you might have. Recently I had to replace my frame for my monogram and they shipped a new one with screws free of charge. Super helpful!
Reply from Briggs & Riley2026-05-05
Hi Jon,
We appreciate your support! We're happy to hear that our customer service and products have met your expectations. It's great to know we could assist you with your monogram frame replacement. Thanks for your positive feedback!
K
Karl · 1 review · Experienced 2026-04-29 ·
★★★★★
Chuck is AMAZING!
The customer service Rep (Chuck) was incredibly helpful in resolving my issue. The life-time warranty is amazing! The repair facility they are using in Santa Ana CA is another story. Avion Luggage is a "S" show. They lost my repaired luggage by giving it to someone else who "came in to pick it up".... I never picked it up.
Reply from Briggs & Riley2026-05-04
Hi Karl,
We're happy to hear that our support team was helpful and efficient in resolving your issue. We appreciate you sharing your positive experience. Thank you for your feedback!
S
SUSAN · 2 reviews · Experienced 2026-05-01 ·
★★★★★
Staff and service
Chuck was terrific! Assisted with my luggage repair and made suggestions for future purchases. So incredibly friendly and helpful!!
Reply from Briggs & Riley2026-05-04
Hi Susan,
We're happy to hear that you had such a positive experience with Chuck! We appreciate your kind words and are so glad that our assistance was helpful and friendly. Thanks for your feedback!
L
LeRoy Ginn · 1 review · Experienced 2026-03-24 ·
★★★★★
Part replacement
I had a part that broke and I contacted the customer service group. Christine Fichter Reached out to me and said they would be happy to fix it and could I mail the suitcase to them. I explained to Christine that it was an easy part to replace and that I had already removed it, she mailed me the part and I replaced it. Great service and a great product. Leroy Ginn
Reply from Briggs & Riley2026-05-01
Hi Leroy,
We're happy to hear that the customer service team was able to quickly resolve the issue by sending the replacement part. We appreciate your feedback and are glad you had a positive experience with our product and service!
c
customer · 2 reviews · Experienced 2026-04-30 ·
★★★★★
Above and beyond
Talked to Will and Chuck and they both went above and beyond to help me. Very happy to have a Briggs and Riley Carry on. Thanks again.
Reply from Briggs & Riley2026-05-01
Hi,
We're happy to hear that you had such a positive experience with Chuck! We appreciate your acknowledgment and are glad we could provide exceptional assistance. Thank you for your feedback and for choosing our carry-on.
R
Ryan Hernandez · 18 reviews · Experienced 2026-03-30 ·
★★★★★
Owning B & E luggage for 25 years
We have owned 5 pieces of B & E luggage for over 25 years. Our bags have travelled on 5 around yhe world trips plus several 3 or 4 month trips to Europe, Asia and America with only 1 wheel problem and 1 handle. The customer service has been outstanding on both occasions that I required parts. As there are no repair centres in Australia I have undertaken the repairs myself given how easy it is to swap and repair the bags.
The bags have served us well and after 25 years of travel still look amazing.
Reply from Briggs & Riley2026-04-30
Hi Ryan,
We're happy to hear that you've had such positive experiences with our luggage over the past 25 years! It's great to know our bags have served you well through so many trips. We appreciate your kind words about our customer service. Thank you for sharing your experience!
