consumer feedback



I wanted you to know that Chuck S. has been an incredibly helpful resource to me for many years. During travels when something unexpectedly happened to one of my bags, for example, he arranged miracles for me to get it repaired and proceed happily on my overseas trip. This is only one example of many. Probably most importantly he is a very nice person and gives Briggs a wonderful image of brilliant customer service. Over the years even though I have not met him in person I feel that we have indeed become good friends. Everyone else I talk with in the Briggs network tell me the same thing about Chuck, including most recently Eric and Mary at Luggage Doctor here in the Denver area who have been a dream to work with. So I am a tremendously happy camper not simply because of the great quality of your product but importantly because Chuck is like a guardian angel who is always available to be of service. You (and all of us) are very lucky to have him in our lives.

- David Z. (11/27/2013)

I took my B&R laptop backpack/shoulder bag to your local repair center to have the shredded backpack straps replaced. Because the model has been updated and the strap buckles changed, no new straps exist and my old strap was shredded beyond repair. The bag is in great shape but using it w/only the shoulder strap was not tenable. Before buying a brand new bag, I sent it directly to you just to see what would happen and a new strap magically appeared just a few weeks later. Thanks for going the extra mile and for the incredible way you honor your guarantee!

- Tony P. (10/5/2013)

I recently sent my favorite bag to you for repair. A snap was missing and it also had a seam that was coming undone. In addition, I also lost the shoulder strap a year ago. Mind you, I've had my BR set of luggage for 15 years or longer.

You fixed my bag to perfection. You GAVE me a new strap with no questions asked. So, I am here to tell you what an excellent marketing strategy this is. I am truly a loyal customer and will purchase more BR for myself, family, friends and employees for the rest of my life.

It is refreshing to see a company like yours in the world today which is so filled with the Chinese knock offs and junk quality products. Please bring my note to the CEO, CFO, Marketing Department, and all other departments for that matter, because your policy will stand the test of time with customers like me.

- Valentine D. (8/31/2013)

I received my bag a few days ago, and wanted to commend you for the outstanding job you did repairing my carry-on.  The handle to my bag had been problematic for years, but I never made the time to send in my bag.  And when I finally did send it in for repairs, I had been expecting only the handle to be fixed.  You went above and beyond all expectations and put my bag back in top shape (fixing zippers, replacing zipper pulls, etc.). 
 
Kudos to your team for the fantastic customer service.  I have raved about my luggage since I bought it long ago, and now have even more reason to do so!  Thank you very much! 

- Janet Y. (8/23/2013)

I just received back my Large Shopping Tote which I sent to have the water bottle holder made larger to hold the larger bottles you find at the airport. Chuck S., the warranty service manager, took care of the repair and Luis actually did the sewing of the repair. I just want to say what a wonderful job they did, fixing it and returning it to me so quickly. Just outstanding customer service!!!  Thank you so much.

-Sandra S. (8/14/2013)
 
We bought our bags in February of 2003 in Santa Rosa and have enjoyed them immensely. They are perfect for our needs as we travel with only ONE bag. We bought the 21' Expandable Upright Carry-on. I love the inside capacity and especially the removable anti-wrinkle garment carrier.
As I told the repair folks, these bags make packing a dream because I know just where everything fits now. Again, thank you for having such faith in your workmanship to offer the guarantee.
THANK YOU once again for your great travel equipment.
 
-Lucy Q. (8/6/2013)

I just wanted to thank you for the extraordinary service I just received on my bag that was sent in for repair. You replaced the handle with a newer model that fixed my major complaint with the bag ( I was told I would get the old style!) as well as fixing and replacing other items that were not even reported. I have used this bag for 14 years and hundreds of trips. For the cost of shipping, I feel like I just got a new bag. My big Delsey suitcase is on its last legs, rest assured it will be replaced with a Briggs and Riley. Thank you again from a thrilled customer!

- Paul G. (8/05/2013)

I just want to thank you for the wonderful job the repair center did on our bag. You stand by your promise - it was fixed even better than I had expected. This is why we continue to own your products and tell others about how wonderful they are.

- Donna D. (7/17/2013)

I would like to express my deep satisfaction at the great after-sales service I received from your company. Some time ago I purchased a bag pack and recently tore part of the back strap. I don't believe that warranty covered the expense to have the strap replaced since it was not due to some fault in the product. I was impressed when I received the strap only a few days after my request and free of charge. Outstanding customer service. Thank you. I know what my next piece of luggage or bag will be.

- Paul C. (6/19/2013)

I own four pieces of Briggs & Riley luggage and several pieces have 1 million and nearly 2 million miles of travel on them and are still performing well. But for this feedback I wanted to let B&R know how impressed I was with the service I received from Stephanie P. – it was superb! One of the wheels on my roller bag was broken off during a flight from Singapore to London. I was going to be traveling from city to city for the next two weeks throughout Europe and had no way to get it repaired whilst on the road, a real problem. Stephanie was able to arrange for a wheel and associated parts to be expressed to my home in California where my wife will be leaving on Thursday to join me in London and therefore could bring the part and I could do the repair myself. Great thinking, great solution, great service! This is the kind of service, combined with the lifetime guarantee that will ensure I never buy any travel bag or luggage other than Briggs & Riley. Thank you for a real solution that saved me a real headache.

- David F. (6/11/2013)

I am absolutely thrilled with the repairs to my travel bag and have been showing it to my colleagues.  It has a lot of sentimental value to me as I begin my final year before retirement.  It was my “travel companion” on many nights away from my family.  It always carried my most essential tools but, more importantly, it helped me stay “grounded” emotionally by being a physical link to home.
 
The fact that you honor a lifetime guarantee is amazing.  It’s the kind of commitment I’m fortunate to have with my wife and children, but only rarely outside the family.  I’m impressed with your company’s values.
 
Now that it’s back in hand and in great shape, I’m ready for my next challenge.  We’ve both weathered a bit over the years, but we’re both still capable of getting the job done.

- Frank S. (5/28/2013)

Just flew my one millionth airline mile. Mostly all domestic. All with one Briggs & Riley bag. May be getting another one soon. Zippers finally falling off! Great product. Amazed what that bag went through.

- John M. (4/18/2013)


Feedback regarding one of our employees, Chuck, and a Simple as that® repair:
Hi Chuck,
You have done a great job as usual and I really appreciate it.  On both occasions where my computer bag needed attention you stepped up with a smile and results.
Your service, turn-around, and professional attention are truly exceptional. I have never in my life used this term for customer service but will say it here: 'lightning fast.'  Truly. Really helps me with my work to haul computer/work around.
Many thanks for your kind consideration.

- Howard G. (4/2/2013)

I just wanted to thank you for your amazing service. I have a slim briefcase that has given me years of service and finally the zipper succumbed. What an amazing surprise to find that you will replace the product because it cannot be repaired. A very welcome spot of excellent service in a world that has forgotten it. And by the way, I have now purchased two other of your pieces so it is indeed an approach that works in terms of win-win.

- Stephen A. (2/2/2013)

It is really nice to find a company that stands by their promises.  The repair you made looks as if the case was never damaged.

- Bonnie D. (12/17/2012)

The first 4 years of business travel proved to be one headache after another when it came to my luggage. Tears, broken zippers, searching for a new suitcase in the middle of a business trip, on and on the problems came. Then I bought my first Briggs and Riley and now 5 years later and 5 trips around the world and hundreds of thousands of miles I have nothing but praise for my luggage. I have become a 'salesman' for Briggs and Riley at many  luggage claim areas when broken suitcase come down the shoots with zippers popped open, handles broke or the sides tore. My business partners have replaced their Tumi's and every other inferior product with B & R.
There is no better luggage. A customer for life. Thank you B & R, keep up the good work.

- David L. (10/29/2012)

I currently own 6 B&R bags plus a couple of accessory bags and I cannot speak highly enough about the product, the warranty, and the company overall. As someone who has put in more that 4 million miles of air travel, I have broken (actually the airlines have broken most of it) more than my share of Tumi, Samsonite and other luggage. The B&R bags hold up better than the others and the warranty is amazing. I will continue to purchase my luggage from your exceptional company.

- Terry H. (9/8/2012)

A couple of months ago I sent a bag to be repaired - RA Number 565417. I was very surprised to receive the latest brand new version of the bag a couple of weeks ago. I had heard Briggs stood by their lifetime warranty, but it was great to see you actually do. The new bag included all of the changes I would have made to improve the bag, which is great. I own several of your bags and briefs and have no plans on buying bags from anyone else in the future. I just want to say thank you very much for the new bag and standing by your warranty, it is greatly appreciated. Take care.

- Harry L. (7/26/2012)
 
I just wanted to thank you for your amazing warranty service. Today I received my beloved carry-on back from your New York repair center (Repair No. 572649), and was delighted to see that you had taken care of all the things that were broken, and even upgraded the system for attaching a second bag to the more robust SmartLink (also, thanks for recognizing that there was room for improving on the QRS buckle design). I have owned countless Tumi, Zero Halliburton, Samsonite, Boyt, and Delsey bags / cases, but thanks to your awesome warranty and outstanding service honoring that warranty my Briggs & Riley carry on has outlasted them all. I realize the lifetime warranty policy must be relatively expensive for Briggs & Riley to maintain, but I just wanted you to know that it is greatly appreciated. As long as you have it I will continue to be a customer, and will espouse the benefits of Briggs & Riley ownership wherever the opportunity presents itself.

Thank you!

-John S. (6/27/2012)

Just got back from my cross-country trip with three new Briggs & Riley bags I just bought. The durability and functionality are, in my terms, in the finest class. I know several people that own Briggs & Riley luggage and have had little to no repairs done on their bags at all.  If so, there’s a lifetime warranty that backs the bag up like no other brand on the market today! Thanks, Briggs & Riley, for putting that high style edge on my travel experience!!!
 
-Chris J. (5/21/2012)
 
I own several B&R Baseline bags that are entering their fourth year of service. Recently, an airline apparently dropped a checked bag from height (perhaps off a conveyor) and broke the internal plastic support frame (all contents were fine). My travel schedule didn't allow several weeks to ship the bag to the closest repair shop, but I am fortunate to have a handy husband who has done minor repairs for me. Dona in customer service graciously arranged to ship the part, it arrived, we replaced the strip and the bag is ready to go again. A fabulous product backed up by excellent customer support.

-Julie M. (4/26/2012)

I just want to say that I have owned several Briggs and Riley bags. All of them have been fantastic. I just recently purchased a whole new set of Transcend in Black... with spinners! I am looking forward to using it on my next trip. Thank you for making such quality bags.

-Brian W. (4/18/2012)

When I purchased my 27' B&R suitcase about 15 years ago, I really did not think about the warranty...but after the abuse of 250,000+ air miles started to show, I went to the website to see where I might be able to get the bag repaired. At that time I saw that the repairs may be covered. I got the RMA number and sent the suitcase off to the repair station. When the repair was done, I was amazed. New zippers, reinforced corners, holes patched, and handles repaired. The suitcase has a new life and it didn't cost me a cent. This bag is ideal for my travels and I am so glad that I don't have to replace it. Huge thanks to B&R and you can be sure that my next new bag will also be from Briggs & Riley.

-Larry G (3/11/2012)

Having lived overseas for 22 years and having flown more than 2 million air miles, there is no substitute for Briggs & Riley and their lifetime guarantee.  They have repaired my luggage too many times to mention and replaced it as necessary.  How could anyone who travels extensively choose anything else?
 
-Barbi T (3/8/2012)

I currently own 4 Briggs & Riley bags...recommending them to my fellow coworkers. On my job, I've been through 10 years (the bags 9), seen the front of my bag torn up in Chicago (repaired), wheels off (repaired), handles bent (repaired)--basically anything the airline has done, as well as the foreign countries I've been to, military flights, and commercial travel the bag has made it or been fixed.
Now on my 3rd campaign, I simply can't think of another bag that I would use to haul around all of my gear, suits, and the better trips of vacation.
Thanks for making such an awesome bag...and a lot of my coworkers carry you too!

-Kelly M (2/27/2012)

I sent my computer bag-- otherwise known as my office-- for some repairs after 4 years of many miles/flights. Not only did the service department repair the bag, they replaced the wheels and other components that needed replacing that I was not aware needed replacing. They did a great job. The best part, the part that has earned my undying loyalty to B&R, is that I forgot to unload my favorite sunglasses when I shipped the bag for repairs, but when the bag was returned, so were my sunglasses.

What can one say about that? When you purchase a B&R piece, you are getting an honest value for the money, and when you have to have the piece repaired, it is being repaired to the best of their ability by honest people with integrity. We all know that with most other companies, this would not have happened. Thank you so much for the great work and mostly for your integrity in returning my belongings.

-M. Lebeau (2/22/2012)

Thank you for your fast customer service on my repair.
My repaired rollerboard arrived yesterday, several days ahead of schedule.
I also appreciate the free shipping on the repair return; it saves me an extra Half Moon Bay trip during a busy week.
I always recommend B&R purchases to all my friends, especially because of your great support.

-N.Vincler (1/17/2012)

I have never regretted purchasing the Briggs and Riley set of luggage.  Your unbelievable quick and friendly response to the one problem I have had was amazing.  So much so that I have decided to purchase a complete set for my wife.  While our travels have diminished my set of B&R have seen four million miles of travel and still look almost like new. My computer case is used daily hauled in and out of offices, car trunks and overheads. Thanks for a great product. I am your best advertisement.

-M. Demma, (1/14/2012)

Just wanted to say thank you for the great recent repair on my computer bag. I was going through at least one bag a year of other brands with my heavy travel schedule but your bag has lasted several years. Just when I thought it was dead 'Yonis' at your shop repaired it to nearly new condition. Hard to believe a company would first of all make a product this good, and second back it with a no cost warranty. Thanks

-G. DiMuzio, (12/5/2011)

OK,I will add to the love fest! I love my bags. I have a large expandable, an expandable carry on, a week-end tote and a personal bag. I also have a very small square one, I don't know the name of it (It was so cute I couldn't resist - I have never needed to use it, but I love it just the same) The bags have held up to several trips to Europe and the East Coast and go to Africa this December. I will probably get the wheeled carry on, then I can really sail through the airport to the departure gate after checking the other bags. Standing at the carousel after landing, as my bags come into sight, it's like seeing old friends. I could swear my bags wink at me on the carousel, ready to be picked up and taken on to their next adventure!

-S. Ware, (9/23/11)

Just wanted to say that I am happily pleased with your luggage. I have been using the Transcend Rolling duffel for the past three years. The case rolls effortlessly and has ample space for a two week journey. The bag looks so 'hip' that I often get compliments from other travelers. My friend liked it so much that he is also buying one for himself. (I just hope he chooses a different color). I only had one hiccup when the airline bent the pull out bar. No worries though, I brought it to my local repair shop and they fixed it in two days! I did not have the original receipt but they did not require one! How awesome is that?

-E. White (8/29/11)

I left my roller computer case in back of my car - one of those 'got out of routine 6am in the morning things.' I backed up and out into the street and then dragged it for half a block. The channels that the handle retracts into are a bit scuffed, but otherwise the bag is fine and my computer is fine. 

It was well worth the cost to purchase your bag. I LIKE not having to invoke the warranty!!! The bag did its job.


-K. VanFleet (8/22/2011)

Just wanted to send my kudos to B&R. I have a B&R bag that I bought in 2001; was on my way to China when my carry-on broke in the airport and I picked up a B&R bag in a pinch. That bag now has almost 700,000 miles on it. A few things had broken-- a zipper tab had broken, and a handle broke last year-- so I took it into a warranty shop and they fixed it, no charge, good as new, just in time for me to get on a plane again.

The bag has a little wear and tear on it, but after so many miles in more than 45 countries (and many less-than gentle airlines, trains, ferries, boats and who knows what else...), that bag has held up remarkably well. As someone who travels a great deal, I just wanted to say thanks for not only making a great bag but also providing great support the few times I needed it.


-L. Woodman (7/16/2011)

Ok, I've got the bug now, the Briggs and Riley Bug!, I'm a total convert! I was given my first B-R product 3 years ago and went on to buy the second. Since then, I've noticed that whenever I am considering another piece of luggage, I don't look any further than the B-R website- it's the common sense functionality, the pure quality of the product along with the warranty that simply make it a 'no brainer' choice.
-M. Read (7/15/2011)

We have 3 pieces of Briggs and Riley luggage and we love them! The best luggage we have ever owned! We are proud to pull it off the luggage carousel at the airport. We have 2 expandable suitcases and 1 travel tote. Thanks!
-R. Eaton (7/15/11)

I was completely caught off guard (in the best possible way) when I got home last night and found that my 2 pieces of luggage had been repaired and delivered to my door in under 36 hours!!! When you said you'd put a 'rush' order in so that I could use the bags on my upcoming trip this weekend, I never expected that they'd be in on a Monday and back in my home by Tuesday evening.  You completely exceeded my expectations and solidified my loyalty yet again. Thank you!  Thank you!
- A. Galindo (5/11/11)

I would just like to express my admiration and appreciation for Briggs & Riley. From the moment I encountered the brand, I have been a solid Briggs & Riley customer. All of my luggage, roller bags and even vanity kits are from Briggs & Riley. I recently had my checked-in luggage, a UWD626 model, destroyed by an airline handler. I had owned the piece for over three years and absolutely LOVED it so I was beside myself at the sight of the damage. Adding insult to injury, I had just gotten it back from a lengthy wait of several weeks to repair the towing handle. I contacted the airline (by phone and email) and complained about the blatant disregard for my beloved bag (obvious attempts had been made to conceal or ignore the damage). The airline took over three weeks to return correspondence with a weak shrug of responsibility and the suggestion that I was seeking some undeserved compensation when my true and pointedly outlined intention was to expose a weakness in their level of service (this is an airline that I have been a loyal patron of for years). In the meantime I shipped my bag to Briggs & Riley on the advice of a friend, who stood firmly against my insisting that there was no way that they could fix my bag or replace it due to the level of damage and the conditions of its mishandling. In less than 5 days, I received a brand new identical bag in the mail. Thank you so very much! I am complete again! The only other thing I could hope for is that my old bag was given the proper respect and gentle consideration it deserved on its journey to a 'better place.'
-M. Hanson (05/02/11)

I travel extensively and have purchased several different types and brands of luggage over the years. About 8 years ago I bought four Briggs & Riley bags (large rolling duffle bag; rolling toiletry bag; rolling garment bag; rolling expandable carry-on w/ hanging bag). Though I have not ended up using the garment bag much, the other three, especially the expandable carry-on and the toiletry bags, have been with me constantly. I'm writing today just to say how much I've loved this luggage, its style and durability. Truly one of the best investments I've ever made. Though I'm hoping my current luggage continues to serve me for a while, I'll definitely look into your newer lines when it's time to buy again.
-K. Hayes (04/20/11)

Straight talk- the suitcase I bought from you is the best one I have ever had. It has now passed 1.35 million miles, all over the planet- Southeast Asia, Mideast, Eastern Europe, Africa, South America , etc. I am tough on suitcases, I work military type things, etc. This is the first suitcase to last more than a year or so in the decades I have been doing this. The repair center here in Henderson has been great - fixed it up numerous times. I think it's dead now, though. I'd like to send it back to you for full repair or to put it in its final resting place. I know you have a lifetime guarantee, and I don't really expect a new suitcase - if you don't send one, I'll understand and buy another of yours. My computer case has similar miles and repairs, but I can get another year (350,000 miles!) out of that I think. Let me know if you want me to send it. You guys should be proud, anyone who makes products that work for someone like me, well, should get a pat on the back at the very least.
-D. Shea (4/20/11)

OMG, I love Briggs & Riley! I have had two of your products for about 10 years.  Sure, they are a bit more expensive than many other cases but well worth it. My computer case has been going strong, but my other bag (small duffle) has gone through hell and back many times.  I brought it into one of your local New York City service centers twice in the past few years and they replaced the broken zippers on the spot.  Kudos to the guys at Modern Leather on 32nd Street!  Several weeks ago I brought it back there because the outer mesh covering had pulled apart from the binding in several places. The Modern Leather rep told me that they were going to have to send it out to B & R for a more comprehensive repair ...Three weeks later, I just recieved a brand new bag!!!  Thank you B & R, you have made me a customer for life! You guys rock!!!
-S. Julty (3/29/11)

I cannot begin to tell you how pleased I am with Briggs & Riley. My 26 inch rolling duffle bag was ruined beyond repair after my recent trip. Urban Traveller in Hamilton, Ontario replaced my bag free of charge. What great service! I have been very pleased with my luggage and now to have the damaged bag replaced, makes me very happy. I would never buy anything but Briggs & Riley in the future and will recommend that all my family and friends do the same. Thank you so very much. Your company is the best.
-G. Maslin (3/20/11) 

Ok, I’m converted. This January I sent in my wife’s roller-board to you for a few repairs. Shortly thereafter we received it back. Not only was the bag repaired, but the repairs went beyond what I had requested/expected. I am now convinced that, with  the Briggs & Riley warranty, the bag is eternal. Very impressive. A very effective way to keep (and get) customers. Thank you.
-S. Roseman (3/15/11)

Just wanted to tell you that since the day I bought my first Briggs and Riley bag I have not been disappointed in the quality of the product, nor the excellence of the warranty. My bags take a beating through constant travel and I've had to have them repaired at your facility a few times, but always without a hassle and with quality workmanship for the repair. This is the reason I now own 4 of them and that I recommend them to all of my traveling friends. Well done!
- R. Schachner (2/26/2011)

In my 30 years of travel, (and as an AA million miler) I've have had Hartman, Tumi, Samsonite, Pathfinder, and Travelpro luggage, but I have to say that my Briggs & Riley has emerged as my favorite. Three different business cases (different styles), and an ultralight 21' rollaboard and I've been increasinly happy with each purchase.

The one time a stiched seam separated, it was repaired NQA to perfection.

Keep up the good work!

-K. Thompson (2/26/11)

I am writing to thank you! I have had my Briggs and Riley Bags for almost 20 years. Being a frequent traveler, they have thousands and thousands of miles on them and had zippers in need of repair, ripped linings, broken zipper pulls, cracked and broken piping as well as many other dings and dents. I recently sent them for repair through Militello's in Buffalo, NY and picked them up today. I was flabbergasted by the excellent job that was done to both repair and restore parts of my bags. My bag was repaired by 'Francisco'. He did an absolutely great job!!! I really thought I was going to have to replace both bags. Regrettably for you , but, good news for me, now, I don't have to. I don't believe I have ever had a product where the manufacturer, after 20 years, stands behind their product and warranty like Briggs and Riley does. I will be sure to sing your praises every opportunity I have! Thank you!
-- J. Jakubowski, Williamsville, NY (1/31/11)

We have two large expandable Briggs & Riley suitcases that were sent to us by an airline as a replacement for two suitcases that they destroyed. We've had them for about five years and we travel five times per year. The suitcases still look as good as they did when they were new (except for a few scratches). We would like to thank you very much for finally developing luggage that can stand up to the airlines.
-W. Platz, Danbury, CT (1/25/11)

I was introduced to Briggs & Riley by a retailer here a couple years ago. I was sick and tired of replacing my luggage every 3 years, and needed dome new luggage for a trip to Hawaii. He sold me on the transcend collection, with the lifetime guarantee, and the functionality of the luggage. I thought it seemed pretty expensive at the time but decided to take the plunge.

This luggage is incredible. It is functional and worth every penny. They are built to last and make traveling a breeze. The airlines broke a handle on one of my bags, but as soon as I got home a new handle was waiting for me. I love this luugage so much I went out and bought the computer rolling bag. It is so nice to see a company stand by their products and offer a lifetime guarantee.

If you are thinking about buying new luggage and want quality bags to last a lifetime, these bags are for you. My dad always said, ' You get what you pay for.' and he couldn't have been more right.

Thanks Briggs and Riley, for making the hassels of traveling trouble free and enjoyable again!
-D. Chappuies, Santa Clarita, CA (01/19/11)
 

I wanted to thank you for your excellent customer service.  I recently sent my @Work Rolling Brief to your Moss Beach repair center because two of the zippers had to be replaced. One of the zippers had broken several months ago and I took the case into a local authorised luggage store for repair but it broke again immediately after. I tour internationally as a DJ and have come to depend so much on my Briggs & Riley case that I did not want to be without it while it was in for repair so I stitched it together as best I could for the next few months.

After the second zipper pulled loose from the fabric I decided that I would need to send it in for repair. I sent a note with the case when I sent it to the Moss Beach Repair Center explaining that I was going back out on the road to Asia in less than ten days and could they please try to repair the case and send it back in time for my tour. This was in December and I did not expect that it was possible. To my surprise I received a new case and in time for my trip.

I have never encountered customer service like this before. I already own several Briggs & Riley pieces of luggage and could not live without them. But after this recent amazing experience with your company you most definitely have a customer for life.

My Briggs & Riley case has been on hundreds of flights on every continent with me over the past couple years and I couldn't imagine taking a flight without it. Thank you so much for the replacement case and for getting it to me so quickly. Please extend my gratitude to your Moss Beach Repair Center.
-C. Lawrence, CA (01/19/2011)

I recently sent my wheeled garment in for repair bag in for repair. I was very pleased with the quality of the work, the shop repaired things I didn't even ask for. EXCELLENT JOB. I ALSO PURCHASED ANOTHER WHEELED GARMENT BAG! this makes my fifth B&R piece of luggage.

 -J. Buck (01/18/2011)

I'll join the chorus; main suitcase survived 45 days of continuous travel through India, Pakistan and Europe, but was destroyed by United on the last leg home. B&R repaired it within ten days, in perfect condition; they even upgraded the expansion mechanism at no charge. Great service more than paid for the extra cost of B&R items.

-S. Cohen, DC (12/30/2010)

I love your luggage.  I take on average 60-70 flights per year and my Baseline pieces have held up beautifully.  Recently my suitcase fell out of my husband's rental van at 65 mph on I-90 (apparently the door lock was broken) and only the leather wrap had scraped off and the suitcase sustained some minor damage that did not affect the performance at all.  I have been telling this story to all my friends that with luggage you get what you pay for.
-C. Ward, IL (10/27/2010)


Phenomenal service. You received my damaged bag on Monday the 18th and I got it back repaired on Monday the 25th. Thank you. And thank Francisco for me.
-B. Cope, PA (10/28/10)

Kudos on Simple as That repair service. Not only fixed my bag zipper but frame and wheels, too. I am very impressed with how you stand behind your products and will never buy a bag from anyone else. I'll spread the word among my friends,too. Way to go.
-K. Shaver, CA(9/5/2010)

I already own four B&R bags, but now you've done it ... I'm sold for life! I just received my treasured business case after sending it in for repairs. It came back really repaired ... so repaired that it's a NEW BAG! I REALLY missed it while it was in, but it was so worth the wait. And to top it off, a special, personal touch: you took my business card from the holder in the old bag, and carefully placed it in the new one. WOW! Is this SERVICE, or what?Kudos! Or as we say in the Navy, Bravo Zulu! THANK YOU for this incredibly fine service.After years of going through other bags (including one set by a very famous, expensive make),all of which had flaws of design or durability, I found Briggs & Riley, and it was like coming home. Finally, someone designed the luggage they way I would: with complete attention to design, detail, ergonomics, practicality, and durability. Now, to have such amazing warranty service is icing on the cake.Believe me, I will STRONGLY recommend Briggs & Riley to anyone who asks, and maybe some who don't; plus equip my family, when the time comes for each of my seven kids!You have gained not just me as a permanent customer, but a fairly large generation to come! Thanks again, and all the best.
-M. Jumper, IL (8/30/2010)

I have had a note on my desk for almost a year, meaning to send a note praising Juan, who did an excellent job repairing my roller bag. From August 2009, style BR213. I was very pleased when I got it back. The card was signed Juan. Regards.
-T. Lee, MN (8/30/2010)

I just want to let you know how pleased I am with my recent warranty experience. My 22 inch expandable bag was damaged during a recent trip. I shipped it to your repair center August 16th and UPS delivered it back to me today - fully repaired, no questions. How great that the Briggs & Riley warranty really is a warranty! And the speed of the service definitely exceeded my expectations. I will be delighted to continue telling all my colleagues and acquaintances why they should buy Briggs & Riley bags. Thank you!
-M. Rolli, AL (8/25/2010)

I sent a bag in to be repaired a couple weeks ago. After about a week it was returned in far better condition. The repairs were completed skillfully by Juan and I could not be happier or more pleased with the result. After putting about 1,000,000 miles on my Briggs & Riley bag it fell into disrepair and I put it aside for a replacement thinking it really wouldn't matter. Well, I was very wrong. The Delsay bag virtually fell apart in about 9 months. While in the Philly airport I looked at travel bags and bought a small carry on by Briggs & Riley.I notice the lifetime warranty and thought I would give it a try with my old favorite. I had forgotten about this. Needless to say, I am very pleased and looking forward to being a lifetime Briggs & Riley customer. Thank you for your commitment to quality. And thanks again Juan for the great work.
-T. Bell, NY (8/25/2010)

Word's best luggage, fantastic customer service. So refreshing that there are still a few companies that stand behind the products they sell with real honest-to-goodness lifetime warranties. We've only bought Briggs & Riley suitcases for years.Naturally over time and many trips baggage handling takes its toll on suitcases. Repair procedure is simple: call Briggs & Riley for R/N, ship bag to Moss Beach, CA. Repairs are cheerfully and speedily handled, bag is shipped back in no time. Bag comes home in perfect working order, with 'report card.' Often they have found items needing attention that we haven't even seen yet and have made those repairs as well. I just posted kudos for the company on my Facebook wall -- can't thank Briggs & Riley enough for decades of stellar service.
-F. Voegelin (7/28/2010)


We brought two large bags to your Half Moon Bay, CA center for repair. They have many miles on them, a few rips, broken handle, etc. They now look almost new. Thank you. Your service is outstanding.
-D. Johnson (6/23/2010)

I just want you to know I LOVE your suitcases. I recently sent one in for repair and it was in such bad shape that you sent me another one. I was told of this guarantee when I bought my first bag, but I was skeptical; not all product guarantees are good ones. I travel every week, carry my Briggs & Riley bag all the time, and whenever anyone asks me for a recommendation for a great suitcase, I tell them there is only one to buy, and that is yours. Thank you so much for the new suitcase you sent me. Thanks for consistently excellent service. Thank you for taking some of the stress out of travel.
-V. Beeson, VA (4/16/2010)

This is the best luggage available. I've purchased over 11 bags from six different states and every bag has held up to the punishment the airlines dish out. I fly over70,000 miles a year and purchased my first bag in 04. I've been so impressed with the amount of wear and tear these bags can take that I've made purchasing additional pieces a priority. The customer service is exceptional. I've had one bag repaired and additional items were repaired that I didn't note as defective.I travel with my Briggs & Riley luggage confidently knowing that not only are these bags amazingly durable, organized, and usable but that they are backed by an equally valuable warranty. I am a lifelong customer and have already converted several Tumi users to the more affordable and durable Briggs.My only complaint is that you don't make ski luggage so I could increase my collection. Thanks for making such a great product!!!
-D. Ward, MD (3/21/2010)

On January 18, I returned my Briggs & Riley rolling briefcase for a few repairs. In about 2 weeks, my bag came back looking like new! Francisco completed my repairs and I just wanted to let you know how happy I was with this specific service and with Briggs & Riley in general. I cannot imagine owning any other brand of luggage and I recommend Briggs & Riley to my friends and family. Thanks for making great products!
-D. Jones, PA (3/15/2010)

I have been flying more than 150,000 miles a year for the last 10 years, here in the US and in Europe. Airlines are very tough on bags and I have gone through countless suitcases. I tried suitcases from Rimowa, Tumi, American Tourister, Samsonite,Mandarina Duck, and others. All these suitcases didn't last longer than about10 months. And most of them weren't cheap. I bought a Briggs & Riley suitcase 2 years ago and the suitcase still looks like I had it only for a couple of weeks. I had one minor repair once, which was handled nicely by a repair shop in Santa Barbara/CA. I am very happy with the suitcase. It has traveled all over the US, about 10 times to Europe, and did one trip around the world. Your products are great, and the total cost of ownership is minimal.Thank you!
-C. Oltzscher, CA (1/10/2010)

I was responsible for purchasing a Christmas Gift for our boss. I decided to get him a briefcase. I came across your check-point friendly briefcases and purchased the executive clamshell briefcase. Our boss loves his new briefcase. He has already used it at the airport and found it was a breeze going through security.He also liked all of the compartments and how easily it is to organize everything. He has more than enough room for all of his papers and files. I just wanted to let you know what a great product you have and that I have already recommended this product to someone else. You sure made me look good!! -T. Fox, DE (1/5/2010)

Just to say that I am absolutely delighted with your business case: very thoughtful functional design features, product looks great and price was fair too. Who needs Tumi?
I have never given feedback like this before, but in your case it is so well deserved. Well done!
Happy Christmas from London, England!
-R. Carlton, England (12/23/2009)

Wanted to let you know about the quality service I received during a recent repair. The repair tech repaired my bag as requested and even went the extra mile and replaced the wheels to ensure the bag works as new. After 3.5 yrs this is the first service my bag needed. When shopping to replace my Travel Pro Suiter I went the extra expense and bought the Briggs & Riley Suiter, glad I did.Thanks for the great service and prompt repair.
-E. Haggett, VA (12/11/2009)

This morning, while it was raining cats & dogs, I dropped into your Hauppauge location while on a business trip to Long Island. I was early and the front desk was not opened yet. Still, a young man, wet like myself offered to help me. He got the repair manager and I told him my luggage needed a new corner guard and my computer bag zipper was broken. But, I needed both of them this afternoon. He stated to come back after 1pm.

Returned this afternoon, to my surprise, the luggage had the following replaced:

1. Zipper coil/teeth repair
2. Zipper slides
3. Frame replaced
4. Expansion system replaced
5. Corner guards replaced [reason I took it in]
6. Handle system replaced
7. Wheels

For the computer roller:

1. Zipper coil/teeth repair [reason I took it in]
2. Handle system replaced
3. Seam
4. Wheels

Outstanding service!!! Up to 4 pcs of B&R travelware Going to be a lifetime customer and will continue spreading the good word about this great company.  Please thank the entire repair staff for me. Have a Merry Christmas and a Happy New Year. :)
-D. Mojica, IL (12/09/09)

Just purchased a B&R computer case BB101 and wanted to congratulate you on the design and build quality. I have owned just about every top brand and travel the globe extensively. It is the most well thought out briefcase and had the same unpacking pleasure as my iPod.
-J.MacTaggart, Thailand (12/03/09)

I wish to take the time to thank you for a above and beyond repair that your company completed. Not only did your repair department fix what I pointed out, but they repaired the interior expansion system that was giving me trouble. I forgot to mention that issue, and it was found! Also, the turn around time was exceptional!!

I have a job that puts customer service at the top of the list. I realize that all too often the problems are overemphasized, and the above and beyond effort is usually overlooked. This exact reason is why I own three Briggs and Riley bags(1 going on for 10 years and the other for 8 years). I also recommend your luggage to anyone who asks!
-F. E. Newell,OH (11/30/2009)

Just bought the transcend backpack. Already own a 22# carry on. I LOVE this bag! Been looking for awhile saw it on sale. Thank you for really thinking about what the traveler needs! It was an early Christmas present for me. Maybe I will re-wrap it!
-A Chorew, CT (11/25/2009)

Many years ago I bought a Briggs & Riley briefcase because I travel a lot and I needed a solid performing case. So I remembered when I bought, it the salesman said if it breaks Briggs and Riley will fix it. Many years later, I sent it in for repair, the front had small holes through the fabric ,the zipper trashed by the airlines, the wheels worn from many miles and the up and down mechanism need coaxing to go up and down. BUT I loved that case.  Not only did you fix it, you decided to replace the entire case with a new one. Oh my goodness!THANK YOU.  I LOVE my briefcase which is why I wanted to get it fixed in the first place. Now I am just stunned by your corporate culture and generosity that you would do this. WOW! Needless to say I have an emotional bond with my case as it travels everywhere with me.Now there’s more...as an added bonus--- it seems I missed some pictures of my girls when I cleaned out the case (probably tucked safely away in one of the pockets) when they were younger. Not only did I get my new case but as I explored the new case, and there tucked away in one of the pockets were the pictures of my girls I had left in the old case. Now you folks are unbelievable. Thank You. I am in sales and you have exceeded my expectations.  This is not easy to do. Needless to say you have permanently reinforced yourself as my luggage vendor of choice and I would not switch to another company.  I will tell everyone I meet what you folks have done. Thank you for an unbelievable positive customer experience. Thank you - I truly appreciate what you have done for me. Well done!!!!! Hooray for Briggs &Riley.
-E. Greenberg, IL (11/3/2009)

I just bought one of your TSA compliant briefcases. After carrying a Tumi for 15 years I decided you had a superior bag. I compared both when I decided I wanted to stop pulling out laptops to go through security. Tumi has not updated their bags and the pocket design is woefully out of date. Your bag has great functionality.All the interior pockets are well organized. Great design, great quality
-R. Norberg, MN (10/10/2009)

I just want to say thank you and nice job to whomever worked on and repaired my bag. They did a great job and once again, the lifetime warranty and the bag proved its worth.This particular bag has been around the world several times and still is performing beautifully. Thanks to all there who make these bags one of the best investments in the travel business!!
-S. Draper, UT (10/9/2009)

When I graduated college 16 years ago I invested in one of your top end carry on wheelie bags. As a poor college student, it was a big investment but I was starting out as a computer consultant and had a lot of traveling ahead of me.I'm guessing this was right around when you started the company? Over the next16 years, and hundreds of plane flights across the country, I've sent my bag to you twice for free repair, and both times you've returned it in excellent condition. I can't overstate your incredible warranty and high level of quality.I just ordered your large 28' wheelie bag and know this new bag will also last me a lifetime. Thank you.
-R. Drago, CO (10/9/2009)


Hi there, I just wanted to tell you how much we enjoy your 'Simple as that Lifetime Performance Guarantee'. Our household owns 4 big suitcases, garment bags,several travel bags, and tote bags. Every time we have a problem, we take the item to Half Moon Bay, very nice people, and within a week or so it comes back to us. Your products are by far the best, thank you.
-I. Birwe, CA (9/3/2009)

We sent in my husband's Briggs & Riley bag to be repaired.  The airport had done quite a number on it. I think a couple of planes rolled over it, or maybe they tossed it from 20,000 ft. Anyway, we got it back yesterday. It looks great.They replaced the zipper and other zipper pulls. They also cleaned it. You can be sure we will always purchase Briggs & Riley bags in the future. What excellent service. Thanks again!
-J. Colyer, KY (8/26/2009)

I own one Briggs & Riley bag. I chose it over four years ago because the good folks at Innovation Luggage in Harsdale, NY said it was the best as was your lifetime warranty. I use it daily and I beat the heck out of it. A couple of weeks ago one of the wheels fell off. In addition to that problem a few other parts of it were in need of minor repair. I brought it back to Innovation Luggage late in the afternoon of Tuesday 8/11/09. I was told not to expect it back for 6-8weeks. I received it yesterday, Tuesday, 8/18/09. I was without it for only one week and it is practically as good as new. I don't write fan mail. I don't have time for it and I don't believe in it. But you people are the best and I'm very grateful to you for making a superior product and giving such excellent service. I will never purchase anything else and I will tell everyone who asks me that they should only get Briggs & Riley. Thank you to the person who repaired my bag, and thank you Briggs & Riley.
-K.Green, NY (8/19/2009)

The rolling garment bag I purchased 10 years ago just came back from repair and you did a great job. Things not even on my list were repaired and the bag even smells better!  I had a bunch of friends over when the UPS guy delivered the bag and I pulled it out of the box immediately just to show them and tell them the story.  I have a computer bag in for repair now too, and several others from you that have never needed to be repaired. My experience with this first bag (the one that gets the heaviest use and worst treatment ...the only one that gets checked with airlines, has been so good I don't even consider other brands. I actually regularly tell people about the warranty and my experience with the product and your customer service and every time I do - it makes me feel like I'm a pretty damn smart guy for making such a good decision in that luggage store ten years ago.  Funny thing; your bag actually making me feel better about myself.That's a hell of an unexpected benefit!  Nice job - and thanks!
-K. Dowd, CT (7/29/2009)

This “thank you” is overdue, but better late than never. We own several Briggs and Riley pieces and recently had a few repaired. The Customer Service people were outstanding and handled every aspect of the repair process with care. Not only were our bags fixed, but they had been cleaned and made to look new again. When we purchased Briggs and Riley bags, we made more than an investment in excellent luggage; we began a relationship with a company that stands by its products. Briggs and Riley are true professionals! Thanks again.
-C. Ingoglia, NJ (7/10/2009)


After perhaps 15 or more years of heavy use, my bag had a problem with one of the handles, a squeaky wheel and a slightly detached lining. I sent it in for repairs and just got it back today. I must say that I am really impressed. The bag looks new and everything was repaired beyond my expectations. I never expected such good service or attrition to detail. Thank you so much. If I ever need another bag,It will definitely be a Briggs & Riley.
-J. Hallsworth (6/30/2009)

I want to thank you and your staff for doing an outstanding job on the repairs to my bag. I am your biggest fan and all of my colleagues always hear my speech /sermon about how great your products are. Off to work tomorrow in style with the B & R roller bag.
- J. M. /Southwest Airlines, Pilot (6/24/2009)

Thank you for providing INCREDIBLE customer service on my recent repair.  I swear by the Briggs & Riley brand, and would never buy anything else. I brag to my friends and colleagues about the longevity of my suitcase, and now with the new wheels and handle, it's almost brand new again.  Keep up the good work.  Product and after-the-sale service such as that provided by Briggs & Riley are rare these days.
- K. Erwin, California (6/16/2009)

I've received my repaired bag and am about to be off on another trip. My bag looks terrific,and I thank you so much for the repairs done at your shop. I'm delighted with the results and love my Briggs & Riley!! Muchas gracias!
- B. Fitzsimmons, California

I just purchased the 601 Map Bag and The Organized Vertical Tote Model 225-7. I have looked at almost every good and great luggage product on the market and it takes a lot to impress me. It was love at first site when I saw the design of your products, with very special attention to fine details, both external and internal. Also, a product must not only be designed well, but also made of very high quality materials and excellent workmanship. Your products have the highest quality that I can see. I also like Tumi, but compared to your products with respect to design, quality of materials, and price your products are 200%better.
- J.Ogisaka, California

I have just had one of the most impressive customer service experiences in my whole life.My carry on bag was damaged by an airliner because I had to check it. At the same time my baseline tote handles cracked on the same trip. I contacted Briggs& Riley and within two weeks I had my bags repaired, returned and my tote was replaced with a new one. Thank you! I will forever buy Briggs & Riley travel products! Success to your company always!
- M. Myshatyn, Eaton Colorado

I just want to say 'THANK YOU!' for great service. My carry-on luggage was shipped for repair4/27/09 & arrived on my doorstep 5/06/09 not only repaired but looking as good as new!! AMAZING!! It's so nice to know that some things haven't changed..that there are reputable, reliable companies still backing their products with no hassle for the customer.
- S. Goodman, Brunswick Maine

I own two of your bags, and they'll likely never be replaced by another. I have been incredibly impressed with both the design and quality of your products, and have already taken 5 of my friends to buy the BB104X bag. I travel significantly for my work, and your bags are currently traveling with me throughout Africa and haven't let me down yet.  Thanks for keeping an eye to functional design!
-A. Manser, Canada

Thanks for the outstanding job in retrofitting my roller bag. Your guarantee is golden. I am a commercial pilot and my B&R has been with me for hundreds of thousands of miles. I recommend it to anyone looking for quality luggage.
- R.B. /SkyWest Airlines Pilot

You and the staff who assisted me in the repair of the backpack, as well as the subsequent replacement of the toiletry kit, are awesome customer service angels!  No kidding.  The professionalism and courtesy extended to me has not gone unnoticed, nor has my constant flow of accolades toward you. You are one in a million dear girl. You are a team member and a gem.  If you ever desire a reference from a 'public' person you have one from me....of course I won't let on you probably walk on water!  Thank you, thank you, thank you. Briggs & Riley is privileged to have you.  Best to you.
- D. Perkinson

I extend to Briggs & Riley my most sincere appreciation for the efforts of your customer representative, Kerri S., to rectify a problem with a TSA lock while I was traveling in South America in December. Kerri was courteous, helpful,and commendably persistent in her efforts and made me a Briggs & Riley customer for the long haul. I hope you will convey my compliments and great appreciation to her for her splendid attitude and perseverance! You are fortunate to have such an employee in your ranks!
- S. Sample, El Paso TX

I own two of the 29' wheeled duffels as well as two carry-on Briggs & Riley bags. On a recent trip the handle on one of the duffels was broken.  I sent the bag away, following the directions on The Briggs & Riley web site and within 8days of sending it in, had the bag back with the broken part (handle) replaced.I have not experienced such a positive (no questions asked) feedback experience in quite some time. Briggs & Riley truly means that the bags are guaranteed for a lifetime ... no questions asked. Thank you very much for living up to your reputation.I will certainly buy more Briggs & Riley bags in the future.
- J. Lahey, Lethbridge Canada

When I bought my Briggs expandable 22' suitcase 10.5 years ago I thought that the lifetime guarantee was a scam, but after 2 million miles on flights the past 10 years;broken handles, ripped corners and lining, broken zippers, etc, Briggs repaired the case no questions asked. The bag is now better than new, as they put on anew handle, with the release button on the handle rather than on the base of the bag which always was a pain to manage. And I got the bag back in less than2 weeks, delivered to my front door. While the bag is still rather heavy, it is functional, durable and I look forward to putting more miles on it in the future. My friends have gone through their more-expensive Tumi's and Hartman and onto others, while my Briggs keeps on rolling!!!
 - E.Rosenberg, Illinois

I wanted to tell you a story that is true and a true test of durability of Briggs &Riley Luggage. I was driving from San Antonio, TX to Dallas, TX, and had 2pieces of your product in the bed of a rental car. The wind was so strong driving down Interstate 35S that my luggage came out of the bed and a lady picked up the luggage and left it at a gas station. When I picked the luggage up I was amazed at the condition it was in. There was no damage! Just a number of scratches, but I was surprised that everything inside was NOT DAMAGED.Thanks Briggs& Riley for making such a GOOD PRODUCT.  Thanks to Chuck in your Moss Beach, CA location I'm a customer for Life.
-R. Tucker, CA

Outstanding product

We travel 100,000 [miles] per year......this is the finest, most versatile,handiest bag of many that we own... thank you for exemplary repair service on your outstanding product.
- L. G. Seidman

100% satisfied

I am not one of those that writes to companies. But, I have to do it now.
This morning I brought in my B&R Baseline bag for the zipper pull to be reattached. Now, this bag is 2-1/2 yrs old and has seen some 250,000 miles of air travel during this time. It was gift from my kids for Father's Day 2006. Tome it just needed the zipper pull to be reattached. I got a call this afternoon to pick it up. When I got back to the hotel and looked at the card, I was shocked at the work that was done on it, beside the zipper pull. Ernesto did the following work:

  • zipper coil/teeth repair
  • zipper pulls
  • zipper slides
  • corner piping repair
  • handle system replaced
  • wheels
  • wheel mold
This is the second time this bag has been in for a quick repair. The first time it was to have expansions replaced. One other time a wheel broke at the airport. I sent an email and the next day I had two wheels at home!!! You do not know how 100%satisfied I am with the two B&R bags that I own. Keep up the GREAT service. All USA companies should follow your business model.

I cannot begin to tell you how pleased I am with Briggs & Riley. My 26 inch rolling duffle bag was ruined beyond repair after my recent trip. Urban Traveller in Hamilton, Ontario replaced my bag free of charge. What great service! I have been very pleased with my luggage and now to have the damaged bag replaced, makes me very happy. I would never buy anything but Briggs & Riley in the future and will recommend that all my family and friends do the same. Thank you so very much. Your company is the best.
-G. Maslin (3/20/11) 

Ok, I’m converted. This January I sent in my wife’s roller-board to you for a few repairs. Shortly thereafter we received it back. Not only was the bag repaired, but the repairs went beyond what I had requested/expected. I am now convinced that, with  the Briggs & Riley warranty, the bag is eternal. Very impressive. A very effective way to keep (and get) customers. Thank you.
-S. Roseman (3/15/11)

I am writing to thank you! I have had my Briggs and Riley Bags for almost 20 years. Being a frequent traveler, they have thousands and thousands of miles on them and had zippers in need of repair, ripped linings, broken zipper pulls, cracked and broken piping as well as many other dings and dents. I recently sent them for repair through Militello's in Buffalo, NY and picked them up today. I was flabbergasted by the excellent job that was done to both repair and restore parts of my bags. My bag was repaired by 'Francisco'. He did an absolutely great job!!! I really thought I was going to have to replace both bags. Regrettably for you , but, good news for me, now, I don't have to. I don't believe I have ever had a product where the manufacturer, after 20 years, stands behind their product and warranty like Briggs and Riley does. I will be sure to sing your praises every opportunity I have! Thank you!
-- J. Jakubowski, Williamsville, NY (1/31/11)

We have two large expandable Briggs & Riley suitcases that were sent to us by an airline as a replacement for two suitcases that they destroyed. We've had them for about five years and we travel five times per year. The suitcases still look as good as they did when they were new (except for a few scratches). We would like to thank you very much for finally developing luggage that can stand up to the airlines.
-W. Platz, Danbury, CT (1/25/11)

I was introduced to Briggs & Riley by a retailer here a couple years ago. I was sick and tired of replacing my luggage every 3 years, and needed dome new luggage for a trip to Hawaii. He sold me on the transcend collection, with the lifetime guarantee, and the functionality of the luggage. I thought it seemed pretty expensive at the time but decided to take the plunge.

This luggage is incredible. It is functional and worth every penny. They are built to last and make traveling a breeze. The airlines broke a handle on one of my bags, but as soon as I got home a new handle was waiting for me. I love this luugage so much I went out and bought the computer rolling bag. It is so nice to see a company stand by their products and offer a lifetime guarantee.

If you are thinking about buying new luggage and want quality bags to last a lifetime, these bags are for you. My dad always said, ' You get what you pay for.' and he couldn't have been more right.

Thanks Briggs and Riley, for making the hassels of traveling trouble free and enjoyable again!
-D. Chappuies, Santa Clarita, CA (01/19/11)
 

I wanted to thank you for your excellent customer service.  I recently sent my @Work Rolling Brief to your Moss Beach repair center because two of the zippers had to be replaced. One of the zippers had broken several months ago and I took the case into a local authorised luggage store for repair but it broke again immediately after. I tour internationally as a DJ and have come to depend so much on my Briggs & Riley case that I did not want to be without it while it was in for repair so I stitched it together as best I could for the next few months.

After the second zipper pulled loose from the fabric I decided that I would need to send it in for repair. I sent a note with the case when I sent it to the Moss Beach Repair Center explaining that I was going back out on the road to Asia in less than ten days and could they please try to repair the case and send it back in time for my tour. This was in December and I did not expect that it was possible. To my surprise I received a new case and in time for my trip.

I have never encountered customer service like this before. I already own several Briggs & Riley pieces of luggage and could not live without them. But after this recent amazing experience with your company you most definitely have a customer for life.

My Briggs & Riley case has been on hundreds of flights on every continent with me over the past couple years and I couldn't imagine taking a flight without it. Thank you so much for the replacement case and for getting it to me so quickly. Please extend my gratitude to your Moss Beach Repair Center.
-C. Lawrence, CA (01/19/2011)

I recently sent my wheeled garment in for repair bag in for repair. I was very pleased with the quality of the work, the shop repaired things I didn't even ask for. EXCELLENT JOB. I ALSO PURCHASED ANOTHER WHEELED GARMENT BAG! this makes my fifth B&R piece of luggage.

 -J. Buck (01/18/2011)

I'll join the chorus; main suitcase survived 45 days of continuous travel through India, Pakistan and Europe, but was destroyed by United on the last leg home. B&R repaired it within ten days, in perfect condition; they even upgraded the expansion mechanism at no charge. Great service more than paid for the extra cost of B&R items.

-S. Cohen, DC (12/30/2010)

I love your luggage.  I take on average 60-70 flights per year and my Baseline pieces have held up beautifully.  Recently my suitcase fell out of my husband's rental van at 65 mph on I-90 (apparently the door lock was broken) and only the leather wrap had scraped off and the suitcase sustained some minor damage that did not affect the performance at all.  I have been telling this story to all my friends that with luggage you get what you pay for.
-C. Ward, IL (10/27/2010)


Phenomenal service. You received my damaged bag on Monday the 18th and I got it back repaired on Monday the 25th. Thank you. And thank Francisco for me.
-B. Cope, PA (10/28/10)

Kudos on Simple as That repair service. Not only fixed my bag zipper but frame and wheels, too. I am very impressed with how you stand behind your products and will never buy a bag from anyone else. I'll spread the word among my friends,too. Way to go.
-K. Shaver, CA(9/5/2010)

I already own four B&R bags, but now you've done it ... I'm sold for life! I just received my treasured business case after sending it in for repairs. It came back really repaired ... so repaired that it's a NEW BAG! I REALLY missed it while it was in, but it was so worth the wait. And to top it off, a special, personal touch: you took my business card from the holder in the old bag, and carefully placed it in the new one. WOW! Is this SERVICE, or what?Kudos! Or as we say in the Navy, Bravo Zulu! THANK YOU for this incredibly fine service.After years of going through other bags (including one set by a very famous, expensive make),all of which had flaws of design or durability, I found Briggs & Riley, and it was like coming home. Finally, someone designed the luggage they way I would: with complete attention to design, detail, ergonomics, practicality, and durability. Now, to have such amazing warranty service is icing on the cake.Believe me, I will STRONGLY recommend Briggs & Riley to anyone who asks, and maybe some who don't; plus equip my family, when the time comes for each of my seven kids!You have gained not just me as a permanent customer, but a fairly large generation to come! Thanks again, and all the best.
-M. Jumper, IL (8/30/2010)

I have had a note on my desk for almost a year, meaning to send a note praising Juan, who did an excellent job repairing my roller bag. From August 2009, style BR213. I was very pleased when I got it back. The card was signed Juan. Regards.
-T. Lee, MN (8/30/2010)

I just want to let you know how pleased I am with my recent warranty experience. My 22 inch expandable bag was damaged during a recent trip. I shipped it to your repair center August 16th and UPS delivered it back to me today - fully repaired, no questions. How great that the Briggs & Riley warranty really is a warranty! And the speed of the service definitely exceeded my expectations. I will be delighted to continue telling all my colleagues and acquaintances why they should buy Briggs & Riley bags. Thank you!
-M. Rolli, AL (8/25/2010)

I sent a bag in to be repaired a couple weeks ago. After about a week it was returned in far better condition. The repairs were completed skillfully by Juan and I could not be happier or more pleased with the result. After putting about 1,000,000 miles on my Briggs & Riley bag it fell into disrepair and I put it aside for a replacement thinking it really wouldn't matter. Well, I was very wrong. The Delsay bag virtually fell apart in about 9 months. While in the Philly airport I looked at travel bags and bought a small carry on by Briggs & Riley.I notice the lifetime warranty and thought I would give it a try with my old favorite. I had forgotten about this. Needless to say, I am very pleased and looking forward to being a lifetime Briggs & Riley customer. Thank you for your commitment to quality. And thanks again Juan for the great work.
-T. Bell, NY (8/25/2010)

Word's best luggage, fantastic customer service. So refreshing that there are still a few companies that stand behind the products they sell with real honest-to-goodness lifetime warranties. We've only bought Briggs & Riley suitcases for years.Naturally over time and many trips baggage handling takes its toll on suitcases. Repair procedure is simple: call Briggs & Riley for R/N, ship bag to Moss Beach, CA. Repairs are cheerfully and speedily handled, bag is shipped back in no time. Bag comes home in perfect working order, with 'report card.' Often they have found items needing attention that we haven't even seen yet and have made those repairs as well. I just posted kudos for the company on my Facebook wall -- can't thank Briggs & Riley enough for decades of stellar service.
-F. Voegelin (7/28/2010)


We brought two large bags to your Half Moon Bay, CA center for repair. They have many miles on them, a few rips, broken handle, etc. They now look almost new. Thank you. Your service is outstanding.
-D. Johnson (6/23/2010)

I just want you to know I LOVE your suitcases. I recently sent one in for repair and it was in such bad shape that you sent me another one. I was told of this guarantee when I bought my first bag, but I was skeptical; not all product guarantees are good ones. I travel every week, carry my Briggs & Riley bag all the time, and whenever anyone asks me for a recommendation for a great suitcase, I tell them there is only one to buy, and that is yours. Thank you so much for the new suitcase you sent me. Thanks for consistently excellent service. Thank you for taking some of the stress out of travel.
-V. Beeson, VA (4/16/2010)

This is the best luggage available. I've purchased over 11 bags from six different states and every bag has held up to the punishment the airlines dish out. I fly over70,000 miles a year and purchased my first bag in 04. I've been so impressed with the amount of wear and tear these bags can take that I've made purchasing additional pieces a priority. The customer service is exceptional. I've had one bag repaired and additional items were repaired that I didn't note as defective.I travel with my Briggs & Riley luggage confidently knowing that not only are these bags amazingly durable, organized, and usable but that they are backed by an equally valuable warranty. I am a lifelong customer and have already converted several Tumi users to the more affordable and durable Briggs.My only complaint is that you don't make ski luggage so I could increase my collection. Thanks for making such a great product!!!
-D. Ward, MD (3/21/2010)

On January 18, I returned my Briggs & Riley rolling briefcase for a few repairs. In about 2 weeks, my bag came back looking like new! Francisco completed my repairs and I just wanted to let you know how happy I was with this specific service and with Briggs & Riley in general. I cannot imagine owning any other brand of luggage and I recommend Briggs & Riley to my friends and family. Thanks for making great products!
-D. Jones, PA (3/15/2010)

I have been flying more than 150,000 miles a year for the last 10 years, here in the US and in Europe. Airlines are very tough on bags and I have gone through countless suitcases. I tried suitcases from Rimowa, Tumi, American Tourister, Samsonite,Mandarina Duck, and others. All these suitcases didn't last longer than about10 months. And most of them weren't cheap. I bought a Briggs & Riley suitcase 2 years ago and the suitcase still looks like I had it only for a couple of weeks. I had one minor repair once, which was handled nicely by a repair shop in Santa Barbara/CA. I am very happy with the suitcase. It has traveled all over the US, about 10 times to Europe, and did one trip around the world. Your products are great, and the total cost of ownership is minimal.Thank you!
-C. Oltzscher, CA (1/10/2010)

I was responsible for purchasing a Christmas Gift for our boss. I decided to get him a briefcase. I came across your check-point friendly briefcases and purchased the executive clamshell briefcase. Our boss loves his new briefcase. He has already used it at the airport and found it was a breeze going through security.He also liked all of the compartments and how easily it is to organize everything. He has more than enough room for all of his papers and files. I just wanted to let you know what a great product you have and that I have already recommended this product to someone else. You sure made me look good!! -T. Fox, DE (1/5/2010)

Just to say that I am absolutely delighted with your business case: very thoughtful functional design features, product looks great and price was fair too. Who needs Tumi?
I have never given feedback like this before, but in your case it is so well deserved. Well done!
Happy Christmas from London, England!
-R. Carlton, England (12/23/2009)

Wanted to let you know about the quality service I received during a recent repair. The repair tech repaired my bag as requested and even went the extra mile and replaced the wheels to ensure the bag works as new. After 3.5 yrs this is the first service my bag needed. When shopping to replace my Travel Pro Suiter I went the extra expense and bought the Briggs & Riley Suiter, glad I did.Thanks for the great service and prompt repair.
-E. Haggett, VA (12/11/2009)

This morning, while it was raining cats & dogs, I dropped into your Hauppauge location while on a business trip to Long Island. I was early and the front desk was not opened yet. Still, a young man, wet like myself offered to help me. He got the repair manager and I told him my luggage needed a new corner guard and my computer bag zipper was broken. But, I needed both of them this afternoon. He stated to come back after 1pm.

Returned this afternoon, to my surprise, the luggage had the following replaced:

1. Zipper coil/teeth repair
2. Zipper slides
3. Frame replaced
4. Expansion system replaced
5. Corner guards replaced [reason I took it in]
6. Handle system replaced
7. Wheels

For the computer roller:

1. Zipper coil/teeth repair [reason I took it in]
2. Handle system replaced
3. Seam
4. Wheels

Outstanding service!!! Up to 4 pcs of B&R travelware Going to be a lifetime customer and will continue spreading the good word about this great company.  Please thank the entire repair staff for me. Have a Merry Christmas and a Happy New Year. :)
-D. Mojica, IL (12/09/09)

Just purchased a B&R computer case BB101 and wanted to congratulate you on the design and build quality. I have owned just about every top brand and travel the globe extensively. It is the most well thought out briefcase and had the same unpacking pleasure as my iPod.
-J.MacTaggart, Thailand (12/03/09)

I wish to take the time to thank you for a above and beyond repair that your company completed. Not only did your repair department fix what I pointed out, but they repaired the interior expansion system that was giving me trouble. I forgot to mention that issue, and it was found! Also, the turn around time was exceptional!!

I have a job that puts customer service at the top of the list. I realize that all too often the problems are overemphasized, and the above and beyond effort is usually overlooked. This exact reason is why I own three Briggs and Riley bags(1 going on for 10 years and the other for 8 years). I also recommend your luggage to anyone who asks!
-F. E. Newell,OH (11/30/2009)

Just bought the transcend backpack. Already own a 22# carry on. I LOVE this bag! Been looking for awhile saw it on sale. Thank you for really thinking about what the traveler needs! It was an early Christmas present for me. Maybe I will re-wrap it!
-A Chorew, CT (11/25/2009)

Many years ago I bought a Briggs & Riley briefcase because I travel a lot and I needed a solid performing case. So I remembered when I bought, it the salesman said if it breaks Briggs and Riley will fix it. Many years later, I sent it in for repair, the front had small holes through the fabric ,the zipper trashed by the airlines, the wheels worn from many miles and the up and down mechanism need coaxing to go up and down. BUT I loved that case.  Not only did you fix it, you decided to replace the entire case with a new one. Oh my goodness!THANK YOU.  I LOVE my briefcase which is why I wanted to get it fixed in the first place. Now I am just stunned by your corporate culture and generosity that you would do this. WOW! Needless to say I have an emotional bond with my case as it travels everywhere with me.Now there’s more...as an added bonus--- it seems I missed some pictures of my girls when I cleaned out the case (probably tucked safely away in one of the pockets) when they were younger. Not only did I get my new case but as I explored the new case, and there tucked away in one of the pockets were the pictures of my girls I had left in the old case. Now you folks are unbelievable. Thank You. I am in sales and you have exceeded my expectations.  This is not easy to do. Needless to say you have permanently reinforced yourself as my luggage vendor of choice and I would not switch to another company.  I will tell everyone I meet what you folks have done. Thank you for an unbelievable positive customer experience. Thank you - I truly appreciate what you have done for me. Well done!!!!! Hooray for Briggs &Riley.
-E. Greenberg, IL (11/3/2009)

I just bought one of your TSA compliant briefcases. After carrying a Tumi for 15 years I decided you had a superior bag. I compared both when I decided I wanted to stop pulling out laptops to go through security. Tumi has not updated their bags and the pocket design is woefully out of date. Your bag has great functionality.All the interior pockets are well organized. Great design, great quality
-R. Norberg, MN (10/10/2009)

I just want to say thank you and nice job to whomever worked on and repaired my bag. They did a great job and once again, the lifetime warranty and the bag proved its worth.This particular bag has been around the world several times and still is performing beautifully. Thanks to all there who make these bags one of the best investments in the travel business!!
-S. Draper, UT (10/9/2009)

When I graduated college 16 years ago I invested in one of your top end carry on wheelie bags. As a poor college student, it was a big investment but I was starting out as a computer consultant and had a lot of traveling ahead of me.I'm guessing this was right around when you started the company? Over the next16 years, and hundreds of plane flights across the country, I've sent my bag to you twice for free repair, and both times you've returned it in excellent condition. I can't overstate your incredible warranty and high level of quality.I just ordered your large 28' wheelie bag and know this new bag will also last me a lifetime. Thank you.
-R. Drago, CO (10/9/2009)


Hi there, I just wanted to tell you how much we enjoy your 'Simple as that Lifetime Performance Guarantee'. Our household owns 4 big suitcases, garment bags,several travel bags, and tote bags. Every time we have a problem, we take the item to Half Moon Bay, very nice people, and within a week or so it comes back to us. Your products are by far the best, thank you.
-I. Birwe, CA (9/3/2009)

We sent in my husband's Briggs & Riley bag to be repaired.  The airport had done quite a number on it. I think a couple of planes rolled over it, or maybe they tossed it from 20,000 ft. Anyway, we got it back yesterday. It looks great.They replaced the zipper and other zipper pulls. They also cleaned it. You can be sure we will always purchase Briggs & Riley bags in the future. What excellent service. Thanks again!
-J. Colyer, KY (8/26/2009)

I own one Briggs & Riley bag. I chose it over four years ago because the good folks at Innovation Luggage in Harsdale, NY said it was the best as was your lifetime warranty. I use it daily and I beat the heck out of it. A couple of weeks ago one of the wheels fell off. In addition to that problem a few other parts of it were in need of minor repair. I brought it back to Innovation Luggage late in the afternoon of Tuesday 8/11/09. I was told not to expect it back for 6-8weeks. I received it yesterday, Tuesday, 8/18/09. I was without it for only one week and it is practically as good as new. I don't write fan mail. I don't have time for it and I don't believe in it. But you people are the best and I'm very grateful to you for making a superior product and giving such excellent service. I will never purchase anything else and I will tell everyone who asks me that they should only get Briggs & Riley. Thank you to the person who repaired my bag, and thank you Briggs & Riley.
-K.Green, NY (8/19/2009)

The rolling garment bag I purchased 10 years ago just came back from repair and you did a great job. Things not even on my list were repaired and the bag even smells better!  I had a bunch of friends over when the UPS guy delivered the bag and I pulled it out of the box immediately just to show them and tell them the story.  I have a computer bag in for repair now too, and several others from you that have never needed to be repaired. My experience with this first bag (the one that gets the heaviest use and worst treatment ...the only one that gets checked with airlines, has been so good I don't even consider other brands. I actually regularly tell people about the warranty and my experience with the product and your customer service and every time I do - it makes me feel like I'm a pretty damn smart guy for making such a good decision in that luggage store ten years ago.  Funny thing; your bag actually making me feel better about myself.That's a hell of an unexpected benefit!  Nice job - and thanks!
-K. Dowd, CT (7/29/2009)

This “thank you” is overdue, but better late than never. We own several Briggs and Riley pieces and recently had a few repaired. The Customer Service people were outstanding and handled every aspect of the repair process with care. Not only were our bags fixed, but they had been cleaned and made to look new again. When we purchased Briggs and Riley bags, we made more than an investment in excellent luggage; we began a relationship with a company that stands by its products. Briggs and Riley are true professionals! Thanks again.
-C. Ingoglia, NJ (7/10/2009)


After perhaps 15 or more years of heavy use, my bag had a problem with one of the handles, a squeaky wheel and a slightly detached lining. I sent it in for repairs and just got it back today. I must say that I am really impressed. The bag looks new and everything was repaired beyond my expectations. I never expected such good service or attrition to detail. Thank you so much. If I ever need another bag,It will definitely be a Briggs & Riley.
-J. Hallsworth (6/30/2009)

I want to thank you and your staff for doing an outstanding job on the repairs to my bag. I am your biggest fan and all of my colleagues always hear my speech /sermon about how great your products are. Off to work tomorrow in style with the B & R roller bag.
- J. M. /Southwest Airlines, Pilot (6/24/2009)

Thank you for providing INCREDIBLE customer service on my recent repair.  I swear by the Briggs & Riley brand, and would never buy anything else. I brag to my friends and colleagues about the longevity of my suitcase, and now with the new wheels and handle, it's almost brand new again.  Keep up the good work.  Product and after-the-sale service such as that provided by Briggs & Riley are rare these days.
- K. Erwin, California (6/16/2009)

I've received my repaired bag and am about to be off on another trip. My bag looks terrific,and I thank you so much for the repairs done at your shop. I'm delighted with the results and love my Briggs & Riley!! Muchas gracias!
- B. Fitzsimmons, California

I just purchased the 601 Map Bag and The Organized Vertical Tote Model 225-7. I have looked at almost every good and great luggage product on the market and it takes a lot to impress me. It was love at first site when I saw the design of your products, with very special attention to fine details, both external and internal. Also, a product must not only be designed well, but also made of very high quality materials and excellent workmanship. Your products have the highest quality that I can see. I also like Tumi, but compared to your products with respect to design, quality of materials, and price your products are 200%better.
- J.Ogisaka, California

I have just had one of the most impressive customer service experiences in my whole life.My carry on bag was damaged by an airliner because I had to check it. At the same time my baseline tote handles cracked on the same trip. I contacted Briggs& Riley and within two weeks I had my bags repaired, returned and my tote was replaced with a new one. Thank you! I will forever buy Briggs & Riley travel products! Success to your company always!
- M. Myshatyn, Eaton Colorado

I just want to say 'THANK YOU!' for great service. My carry-on luggage was shipped for repair4/27/09 & arrived on my doorstep 5/06/09 not only repaired but looking as good as new!! AMAZING!! It's so nice to know that some things haven't changed..that there are reputable, reliable companies still backing their products with no hassle for the customer.
- S. Goodman, Brunswick Maine

I own two of your bags, and they'll likely never be replaced by another. I have been incredibly impressed with both the design and quality of your products, and have already taken 5 of my friends to buy the BB104X bag. I travel significantly for my work, and your bags are currently traveling with me throughout Africa and haven't let me down yet.  Thanks for keeping an eye to functional design!
-A. Manser, Canada

Thanks for the outstanding job in retrofitting my roller bag. Your guarantee is golden. I am a commercial pilot and my B&R has been with me for hundreds of thousands of miles. I recommend it to anyone looking for quality luggage.
- R.B. /SkyWest Airlines Pilot

You and the staff who assisted me in the repair of the backpack, as well as the subsequent replacement of the toiletry kit, are awesome customer service angels!  No kidding.  The professionalism and courtesy extended to me has not gone unnoticed, nor has my constant flow of accolades toward you. You are one in a million dear girl. You are a team member and a gem.  If you ever desire a reference from a 'public' person you have one from me....of course I won't let on you probably walk on water!  Thank you, thank you, thank you. Briggs & Riley is privileged to have you.  Best to you.
- D. Perkinson

I extend to Briggs & Riley my most sincere appreciation for the efforts of your customer representative, Kerri S., to rectify a problem with a TSA lock while I was traveling in South America in December. Kerri was courteous, helpful,and commendably persistent in her efforts and made me a Briggs & Riley customer for the long haul. I hope you will convey my compliments and great appreciation to her for her splendid attitude and perseverance! You are fortunate to have such an employee in your ranks!
- S. Sample, El Paso TX

I own two of the 29' wheeled duffels as well as two carry-on Briggs & Riley bags. On a recent trip the handle on one of the duffels was broken.  I sent the bag away, following the directions on The Briggs & Riley web site and within 8days of sending it in, had the bag back with the broken part (handle) replaced.I have not experienced such a positive (no questions asked) feedback experience in quite some time. Briggs & Riley truly means that the bags are guaranteed for a lifetime ... no questions asked. Thank you very much for living up to your reputation.I will certainly buy more Briggs & Riley bags in the future.
- J. Lahey, Lethbridge Canada

When I bought my Briggs expandable 22' suitcase 10.5 years ago I thought that the lifetime guarantee was a scam, but after 2 million miles on flights the past 10 years;broken handles, ripped corners and lining, broken zippers, etc, Briggs repaired the case no questions asked. The bag is now better than new, as they put on anew handle, with the release button on the handle rather than on the base of the bag which always was a pain to manage. And I got the bag back in less than2 weeks, delivered to my front door. While the bag is still rather heavy, it is functional, durable and I look forward to putting more miles on it in the future. My friends have gone through their more-expensive Tumi's and Hartman and onto others, while my Briggs keeps on rolling!!!
 - E.Rosenberg, Illinois

I wanted to tell you a story that is true and a true test of durability of Briggs &Riley Luggage. I was driving from San Antonio, TX to Dallas, TX, and had 2pieces of your product in the bed of a rental car. The wind was so strong driving down Interstate 35S that my luggage came out of the bed and a lady picked up the luggage and left it at a gas station. When I picked the luggage up I was amazed at the condition it was in. There was no damage! Just a number of scratches, but I was surprised that everything inside was NOT DAMAGED.Thanks Briggs& Riley for making such a GOOD PRODUCT.  Thanks to Chuck in your Moss Beach, CA location I'm a customer for Life.
-R. Tucker, CA

Outstanding product

We travel 100,000 [miles] per year......this is the finest, most versatile,handiest bag of many that we own... thank you for exemplary repair service on your outstanding product.
- L. G. Seidman

100% satisfied

I am not one of those that writes to companies. But, I have to do it now.
This morning I brought in my B&R Baseline bag for the zipper pull to be reattached. Now, this bag is 2-1/2 yrs old and has seen some 250,000 miles of air travel during this time. It was gift from my kids for Father's Day 2006. Tome it just needed the zipper pull to be reattached. I got a call this afternoon to pick it up. When I got back to the hotel and looked at the card, I was shocked at the work that was done on it, beside the zipper pull. Ernesto did the following work:

  • zipper coil/teeth repair
  • zipper pulls
  • zipper slides
  • corner piping repair
  • handle system replaced
  • wheels
  • wheel mold
This is the second time this bag has been in for a quick repair. The first time it was to have expansions replaced. One other time a wheel broke at the airport. I sent an email and the next day I had two wheels at home!!! You do not know how 100%satisfied I am with the two B&R bags that I own. Keep up the GREAT service. All USA companies should follow your business model.

I cannot begin to tell you how pleased I am with Briggs & Riley. My 26 inch rolling duffle bag was ruined beyond repair after my recent trip. Urban Traveller in Hamilton, Ontario replaced my bag free of charge. What great service! I have been very pleased with my luggage and now to have the damaged bag replaced, makes me very happy. I would never buy anything but Briggs & Riley in the future and will recommend that all my family and friends do the same. Thank you so very much. Your company is the best.
-G. Maslin (3/20/11) 

Ok, I’m converted. This January I sent in my wife’s roller-board to you for a few repairs. Shortly thereafter we received it back. Not only was the bag repaired, but the repairs went beyond what I had requested/expected. I am now convinced that, with  the Briggs & Riley warranty, the bag is eternal. Very impressive. A very effective way to keep (and get) customers. Thank you.
-S. Roseman (3/15/11)

I am writing to thank you! I have had my Briggs and Riley Bags for almost 20 years. Being a frequent traveler, they have thousands and thousands of miles on them and had zippers in need of repair, ripped linings, broken zipper pulls, cracked and broken piping as well as many other dings and dents. I recently sent them for repair through Militello's in Buffalo, NY and picked them up today. I was flabbergasted by the excellent job that was done to both repair and restore parts of my bags. My bag was repaired by 'Francisco'. He did an absolutely great job!!! I really thought I was going to have to replace both bags. Regrettably for you , but, good news for me, now, I don't have to. I don't believe I have ever had a product where the manufacturer, after 20 years, stands behind their product and warranty like Briggs and Riley does. I will be sure to sing your praises every opportunity I have! Thank you!
-- J. Jakubowski, Williamsville, NY (1/31/11)

We have two large expandable Briggs & Riley suitcases that were sent to us by an airline as a replacement for two suitcases that they destroyed. We've had them for about five years and we travel five times per year. The suitcases still look as good as they did when they were new (except for a few scratches). We would like to thank you very much for finally developing luggage that can stand up to the airlines.
-W. Platz, Danbury, CT (1/25/11)

I was introduced to Briggs & Riley by a retailer here a couple years ago. I was sick and tired of replacing my luggage every 3 years, and needed dome new luggage for a trip to Hawaii. He sold me on the transcend collection, with the lifetime guarantee, and the functionality of the luggage. I thought it seemed pretty expensive at the time but decided to take the plunge.

This luggage is incredible. It is functional and worth every penny. They are built to last and make traveling a breeze. The airlines broke a handle on one of my bags, but as soon as I got home a new handle was waiting for me. I love this luugage so much I went out and bought the computer rolling bag. It is so nice to see a company stand by their products and offer a lifetime guarantee.

If you are thinking about buying new luggage and want quality bags to last a lifetime, these bags are for you. My dad always said, ' You get what you pay for.' and he couldn't have been more right.

Thanks Briggs and Riley, for making the hassels of traveling trouble free and enjoyable again!
-D. Chappuies, Santa Clarita, CA (01/19/11)
 

I wanted to thank you for your excellent customer service.  I recently sent my @Work Rolling Brief to your Moss Beach repair center because two of the zippers had to be replaced. One of the zippers had broken several months ago and I took the case into a local authorised luggage store for repair but it broke again immediately after. I tour internationally as a DJ and have come to depend so much on my Briggs & Riley case that I did not want to be without it while it was in for repair so I stitched it together as best I could for the next few months.

After the second zipper pulled loose from the fabric I decided that I would need to send it in for repair. I sent a note with the case when I sent it to the Moss Beach Repair Center explaining that I was going back out on the road to Asia in less than ten days and could they please try to repair the case and send it back in time for my tour. This was in December and I did not expect that it was possible. To my surprise I received a new case and in time for my trip.

I have never encountered customer service like this before. I already own several Briggs & Riley pieces of luggage and could not live without them. But after this recent amazing experience with your company you most definitely have a customer for life.

My Briggs & Riley case has been on hundreds of flights on every continent with me over the past couple years and I couldn't imagine taking a flight without it. Thank you so much for the replacement case and for getting it to me so quickly. Please extend my gratitude to your Moss Beach Repair Center.
-C. Lawrence, CA (01/19/2011)

I recently sent my wheeled garment in for repair bag in for repair. I was very pleased with the quality of the work, the shop repaired things I didn't even ask for. EXCELLENT JOB. I ALSO PURCHASED ANOTHER WHEELED GARMENT BAG! this makes my fifth B&R piece of luggage.

 -J. Buck (01/18/2011)

I'll join the chorus; main suitcase survived 45 days of continuous travel through India, Pakistan and Europe, but was destroyed by United on the last leg home. B&R repaired it within ten days, in perfect condition; they even upgraded the expansion mechanism at no charge. Great service more than paid for the extra cost of B&R items.

-S. Cohen, DC (12/30/2010)

I love your luggage.  I take on average 60-70 flights per year and my Baseline pieces have held up beautifully.  Recently my suitcase fell out of my husband's rental van at 65 mph on I-90 (apparently the door lock was broken) and only the leather wrap had scraped off and the suitcase sustained some minor damage that did not affect the performance at all.  I have been telling this story to all my friends that with luggage you get what you pay for.
-C. Ward, IL (10/27/2010)


Phenomenal service. You received my damaged bag on Monday the 18th and I got it back repaired on Monday the 25th. Thank you. And thank Francisco for me.
-B. Cope, PA (10/28/10)

Kudos on Simple as That repair service. Not only fixed my bag zipper but frame and wheels, too. I am very impressed with how you stand behind your products and will never buy a bag from anyone else. I'll spread the word among my friends,too. Way to go.
-K. Shaver, CA(9/5/2010)

I already own four B&R bags, but now you've done it ... I'm sold for life! I just received my treasured business case after sending it in for repairs. It came back really repaired ... so repaired that it's a NEW BAG! I REALLY missed it while it was in, but it was so worth the wait. And to top it off, a special, personal touch: you took my business card from the holder in the old bag, and carefully placed it in the new one. WOW! Is this SERVICE, or what?Kudos! Or as we say in the Navy, Bravo Zulu! THANK YOU for this incredibly fine service.After years of going through other bags (including one set by a very famous, expensive make),all of which had flaws of design or durability, I found Briggs & Riley, and it was like coming home. Finally, someone designed the luggage they way I would: with complete attention to design, detail, ergonomics, practicality, and durability. Now, to have such amazing warranty service is icing on the cake.Believe me, I will STRONGLY recommend Briggs & Riley to anyone who asks, and maybe some who don't; plus equip my family, when the time comes for each of my seven kids!You have gained not just me as a permanent customer, but a fairly large generation to come! Thanks again, and all the best.
-M. Jumper, IL (8/30/2010)

I have had a note on my desk for almost a year, meaning to send a note praising Juan, who did an excellent job repairing my roller bag. From August 2009, style BR213. I was very pleased when I got it back. The card was signed Juan. Regards.
-T. Lee, MN (8/30/2010)

I just want to let you know how pleased I am with my recent warranty experience. My 22 inch expandable bag was damaged during a recent trip. I shipped it to your repair center August 16th and UPS delivered it back to me today - fully repaired, no questions. How great that the Briggs & Riley warranty really is a warranty! And the speed of the service definitely exceeded my expectations. I will be delighted to continue telling all my colleagues and acquaintances why they should buy Briggs & Riley bags. Thank you!
-M. Rolli, AL (8/25/2010)

I sent a bag in to be repaired a couple weeks ago. After about a week it was returned in far better condition. The repairs were completed skillfully by Juan and I could not be happier or more pleased with the result. After putting about 1,000,000 miles on my Briggs & Riley bag it fell into disrepair and I put it aside for a replacement thinking it really wouldn't matter. Well, I was very wrong. The Delsay bag virtually fell apart in about 9 months. While in the Philly airport I looked at travel bags and bought a small carry on by Briggs & Riley.I notice the lifetime warranty and thought I would give it a try with my old favorite. I had forgotten about this. Needless to say, I am very pleased and looking forward to being a lifetime Briggs & Riley customer. Thank you for your commitment to quality. And thanks again Juan for the great work.
-T. Bell, NY (8/25/2010)

Word's best luggage, fantastic customer service. So refreshing that there are still a few companies that stand behind the products they sell with real honest-to-goodness lifetime warranties. We've only bought Briggs & Riley suitcases for years.Naturally over time and many trips baggage handling takes its toll on suitcases. Repair procedure is simple: call Briggs & Riley for R/N, ship bag to Moss Beach, CA. Repairs are cheerfully and speedily handled, bag is shipped back in no time. Bag comes home in perfect working order, with 'report card.' Often they have found items needing attention that we haven't even seen yet and have made those repairs as well. I just posted kudos for the company on my Facebook wall -- can't thank Briggs & Riley enough for decades of stellar service.
-F. Voegelin (7/28/2010)


We brought two large bags to your Half Moon Bay, CA center for repair. They have many miles on them, a few rips, broken handle, etc. They now look almost new. Thank you. Your service is outstanding.
-D. Johnson (6/23/2010)

I just want you to know I LOVE your suitcases. I recently sent one in for repair and it was in such bad shape that you sent me another one. I was told of this guarantee when I bought my first bag, but I was skeptical; not all product guarantees are good ones. I travel every week, carry my Briggs & Riley bag all the time, and whenever anyone asks me for a recommendation for a great suitcase, I tell them there is only one to buy, and that is yours. Thank you so much for the new suitcase you sent me. Thanks for consistently excellent service. Thank you for taking some of the stress out of travel.
-V. Beeson, VA (4/16/2010)

This is the best luggage available. I've purchased over 11 bags from six different states and every bag has held up to the punishment the airlines dish out. I fly over70,000 miles a year and purchased my first bag in 04. I've been so impressed with the amount of wear and tear these bags can take that I've made purchasing additional pieces a priority. The customer service is exceptional. I've had one bag repaired and additional items were repaired that I didn't note as defective.I travel with my Briggs & Riley luggage confidently knowing that not only are these bags amazingly durable, organized, and usable but that they are backed by an equally valuable warranty. I am a lifelong customer and have already converted several Tumi users to the more affordable and durable Briggs.My only complaint is that you don't make ski luggage so I could increase my collection. Thanks for making such a great product!!!
-D. Ward, MD (3/21/2010)

On January 18, I returned my Briggs & Riley rolling briefcase for a few repairs. In about 2 weeks, my bag came back looking like new! Francisco completed my repairs and I just wanted to let you know how happy I was with this specific service and with Briggs & Riley in general. I cannot imagine owning any other brand of luggage and I recommend Briggs & Riley to my friends and family. Thanks for making great products!
-D. Jones, PA (3/15/2010)

I have been flying more than 150,000 miles a year for the last 10 years, here in the US and in Europe. Airlines are very tough on bags and I have gone through countless suitcases. I tried suitcases from Rimowa, Tumi, American Tourister, Samsonite,Mandarina Duck, and others. All these suitcases didn't last longer than about10 months. And most of them weren't cheap. I bought a Briggs & Riley suitcase 2 years ago and the suitcase still looks like I had it only for a couple of weeks. I had one minor repair once, which was handled nicely by a repair shop in Santa Barbara/CA. I am very happy with the suitcase. It has traveled all over the US, about 10 times to Europe, and did one trip around the world. Your products are great, and the total cost of ownership is minimal.Thank you!
-C. Oltzscher, CA (1/10/2010)

I was responsible for purchasing a Christmas Gift for our boss. I decided to get him a briefcase. I came across your check-point friendly briefcases and purchased the executive clamshell briefcase. Our boss loves his new briefcase. He has already used it at the airport and found it was a breeze going through security.He also liked all of the compartments and how easily it is to organize everything. He has more than enough room for all of his papers and files. I just wanted to let you know what a great product you have and that I have already recommended this product to someone else. You sure made me look good!! -T. Fox, DE (1/5/2010)

Just to say that I am absolutely delighted with your business case: very thoughtful functional design features, product looks great and price was fair too. Who needs Tumi?
I have never given feedback like this before, but in your case it is so well deserved. Well done!
Happy Christmas from London, England!
-R. Carlton, England (12/23/2009)

Wanted to let you know about the quality service I received during a recent repair. The repair tech repaired my bag as requested and even went the extra mile and replaced the wheels to ensure the bag works as new. After 3.5 yrs this is the first service my bag needed. When shopping to replace my Travel Pro Suiter I went the extra expense and bought the Briggs & Riley Suiter, glad I did.Thanks for the great service and prompt repair.
-E. Haggett, VA (12/11/2009)

This morning, while it was raining cats & dogs, I dropped into your Hauppauge location while on a business trip to Long Island. I was early and the front desk was not opened yet. Still, a young man, wet like myself offered to help me. He got the repair manager and I told him my luggage needed a new corner guard and my computer bag zipper was broken. But, I needed both of them this afternoon. He stated to come back after 1pm.

Returned this afternoon, to my surprise, the luggage had the following replaced:

1. Zipper coil/teeth repair
2. Zipper slides
3. Frame replaced
4. Expansion system replaced
5. Corner guards replaced [reason I took it in]
6. Handle system replaced
7. Wheels

For the computer roller:

1. Zipper coil/teeth repair [reason I took it in]
2. Handle system replaced
3. Seam
4. Wheels

Outstanding service!!! Up to 4 pcs of B&R travelware Going to be a lifetime customer and will continue spreading the good word about this great company.  Please thank the entire repair staff for me. Have a Merry Christmas and a Happy New Year. :)
-D. Mojica, IL (12/09/09)

Just purchased a B&R computer case BB101 and wanted to congratulate you on the design and build quality. I have owned just about every top brand and travel the globe extensively. It is the most well thought out briefcase and had the same unpacking pleasure as my iPod.
-J.MacTaggart, Thailand (12/03/09)

I wish to take the time to thank you for a above and beyond repair that your company completed. Not only did your repair department fix what I pointed out, but they repaired the interior expansion system that was giving me trouble. I forgot to mention that issue, and it was found! Also, the turn around time was exceptional!!

I have a job that puts customer service at the top of the list. I realize that all too often the problems are overemphasized, and the above and beyond effort is usually overlooked. This exact reason is why I own three Briggs and Riley bags(1 going on for 10 years and the other for 8 years). I also recommend your luggage to anyone who asks!
-F. E. Newell,OH (11/30/2009)

Just bought the transcend backpack. Already own a 22# carry on. I LOVE this bag! Been looking for awhile saw it on sale. Thank you for really thinking about what the traveler needs! It was an early Christmas present for me. Maybe I will re-wrap it!
-A Chorew, CT (11/25/2009)

Many years ago I bought a Briggs & Riley briefcase because I travel a lot and I needed a solid performing case. So I remembered when I bought, it the salesman said if it breaks Briggs and Riley will fix it. Many years later, I sent it in for repair, the front had small holes through the fabric ,the zipper trashed by the airlines, the wheels worn from many miles and the up and down mechanism need coaxing to go up and down. BUT I loved that case.  Not only did you fix it, you decided to replace the entire case with a new one. Oh my goodness!THANK YOU.  I LOVE my briefcase which is why I wanted to get it fixed in the first place. Now I am just stunned by your corporate culture and generosity that you would do this. WOW! Needless to say I have an emotional bond with my case as it travels everywhere with me.Now there’s more...as an added bonus--- it seems I missed some pictures of my girls when I cleaned out the case (probably tucked safely away in one of the pockets) when they were younger. Not only did I get my new case but as I explored the new case, and there tucked away in one of the pockets were the pictures of my girls I had left in the old case. Now you folks are unbelievable. Thank You. I am in sales and you have exceeded my expectations.  This is not easy to do. Needless to say you have permanently reinforced yourself as my luggage vendor of choice and I would not switch to another company.  I will tell everyone I meet what you folks have done. Thank you for an unbelievable positive customer experience. Thank you - I truly appreciate what you have done for me. Well done!!!!! Hooray for Briggs &Riley.
-E. Greenberg, IL (11/3/2009)

I just bought one of your TSA compliant briefcases. After carrying a Tumi for 15 years I decided you had a superior bag. I compared both when I decided I wanted to stop pulling out laptops to go through security. Tumi has not updated their bags and the pocket design is woefully out of date. Your bag has great functionality.All the interior pockets are well organized. Great design, great quality
-R. Norberg, MN (10/10/2009)

I just want to say thank you and nice job to whomever worked on and repaired my bag. They did a great job and once again, the lifetime warranty and the bag proved its worth.This particular bag has been around the world several times and still is performing beautifully. Thanks to all there who make these bags one of the best investments in the travel business!!
-S. Draper, UT (10/9/2009)

When I graduated college 16 years ago I invested in one of your top end carry on wheelie bags. As a poor college student, it was a big investment but I was starting out as a computer consultant and had a lot of traveling ahead of me.I'm guessing this was right around when you started the company? Over the next16 years, and hundreds of plane flights across the country, I've sent my bag to you twice for free repair, and both times you've returned it in excellent condition. I can't overstate your incredible warranty and high level of quality.I just ordered your large 28' wheelie bag and know this new bag will also last me a lifetime. Thank you.
-R. Drago, CO (10/9/2009)


Hi there, I just wanted to tell you how much we enjoy your 'Simple as that Lifetime Performance Guarantee'. Our household owns 4 big suitcases, garment bags,several travel bags, and tote bags. Every time we have a problem, we take the item to Half Moon Bay, very nice people, and within a week or so it comes back to us. Your products are by far the best, thank you.
-I. Birwe, CA (9/3/2009)

We sent in my husband's Briggs & Riley bag to be repaired.  The airport had done quite a number on it. I think a couple of planes rolled over it, or maybe they tossed it from 20,000 ft. Anyway, we got it back yesterday. It looks great.They replaced the zipper and other zipper pulls. They also cleaned it. You can be sure we will always purchase Briggs & Riley bags in the future. What excellent service. Thanks again!
-J. Colyer, KY (8/26/2009)

I own one Briggs & Riley bag. I chose it over four years ago because the good folks at Innovation Luggage in Harsdale, NY said it was the best as was your lifetime warranty. I use it daily and I beat the heck out of it. A couple of weeks ago one of the wheels fell off. In addition to that problem a few other parts of it were in need of minor repair. I brought it back to Innovation Luggage late in the afternoon of Tuesday 8/11/09. I was told not to expect it back for 6-8weeks. I received it yesterday, Tuesday, 8/18/09. I was without it for only one week and it is practically as good as new. I don't write fan mail. I don't have time for it and I don't believe in it. But you people are the best and I'm very grateful to you for making a superior product and giving such excellent service. I will never purchase anything else and I will tell everyone who asks me that they should only get Briggs & Riley. Thank you to the person who repaired my bag, and thank you Briggs & Riley.
-K.Green, NY (8/19/2009)

The rolling garment bag I purchased 10 years ago just came back from repair and you did a great job. Things not even on my list were repaired and the bag even smells better!  I had a bunch of friends over when the UPS guy delivered the bag and I pulled it out of the box immediately just to show them and tell them the story.  I have a computer bag in for repair now too, and several others from you that have never needed to be repaired. My experience with this first bag (the one that gets the heaviest use and worst treatment ...the only one that gets checked with airlines, has been so good I don't even consider other brands. I actually regularly tell people about the warranty and my experience with the product and your customer service and every time I do - it makes me feel like I'm a pretty damn smart guy for making such a good decision in that luggage store ten years ago.  Funny thing; your bag actually making me feel better about myself.That's a hell of an unexpected benefit!  Nice job - and thanks!
-K. Dowd, CT (7/29/2009)

This “thank you” is overdue, but better late than never. We own several Briggs and Riley pieces and recently had a few repaired. The Customer Service people were outstanding and handled every aspect of the repair process with care. Not only were our bags fixed, but they had been cleaned and made to look new again. When we purchased Briggs and Riley bags, we made more than an investment in excellent luggage; we began a relationship with a company that stands by its products. Briggs and Riley are true professionals! Thanks again.
-C. Ingoglia, NJ (7/10/2009)


After perhaps 15 or more years of heavy use, my bag had a problem with one of the handles, a squeaky wheel and a slightly detached lining. I sent it in for repairs and just got it back today. I must say that I am really impressed. The bag looks new and everything was repaired beyond my expectations. I never expected such good service or attrition to detail. Thank you so much. If I ever need another bag,It will definitely be a Briggs & Riley.
-J. Hallsworth (6/30/2009)

I want to thank you and your staff for doing an outstanding job on the repairs to my bag. I am your biggest fan and all of my colleagues always hear my speech /sermon about how great your products are. Off to work tomorrow in style with the B & R roller bag.
- J. M. /Southwest Airlines, Pilot (6/24/2009)

Thank you for providing INCREDIBLE customer service on my recent repair.  I swear by the Briggs & Riley brand, and would never buy anything else. I brag to my friends and colleagues about the longevity of my suitcase, and now with the new wheels and handle, it's almost brand new again.  Keep up the good work.  Product and after-the-sale service such as that provided by Briggs & Riley are rare these days.
- K. Erwin, California (6/16/2009)

I've received my repaired bag and am about to be off on another trip. My bag looks terrific,and I thank you so much for the repairs done at your shop. I'm delighted with the results and love my Briggs & Riley!! Muchas gracias!
- B. Fitzsimmons, California

I just purchased the 601 Map Bag and The Organized Vertical Tote Model 225-7. I have looked at almost every good and great luggage product on the market and it takes a lot to impress me. It was love at first site when I saw the design of your products, with very special attention to fine details, both external and internal. Also, a product must not only be designed well, but also made of very high quality materials and excellent workmanship. Your products have the highest quality that I can see. I also like Tumi, but compared to your products with respect to design, quality of materials, and price your products are 200%better.
- J.Ogisaka, California

I have just had one of the most impressive customer service experiences in my whole life.My carry on bag was damaged by an airliner because I had to check it. At the same time my baseline tote handles cracked on the same trip. I contacted Briggs& Riley and within two weeks I had my bags repaired, returned and my tote was replaced with a new one. Thank you! I will forever buy Briggs & Riley travel products! Success to your company always!
- M. Myshatyn, Eaton Colorado

I just want to say 'THANK YOU!' for great service. My carry-on luggage was shipped for repair4/27/09 & arrived on my doorstep 5/06/09 not only repaired but looking as good as new!! AMAZING!! It's so nice to know that some things haven't changed..that there are reputable, reliable companies still backing their products with no hassle for the customer.
- S. Goodman, Brunswick Maine

I own two of your bags, and they'll likely never be replaced by another. I have been incredibly impressed with both the design and quality of your products, and have already taken 5 of my friends to buy the BB104X bag. I travel significantly for my work, and your bags are currently traveling with me throughout Africa and haven't let me down yet.  Thanks for keeping an eye to functional design!
-A. Manser, Canada

Thanks for the outstanding job in retrofitting my roller bag. Your guarantee is golden. I am a commercial pilot and my B&R has been with me for hundreds of thousands of miles. I recommend it to anyone looking for quality luggage.
- R.B. /SkyWest Airlines Pilot

You and the staff who assisted me in the repair of the backpack, as well as the subsequent replacement of the toiletry kit, are awesome customer service angels!  No kidding.  The professionalism and courtesy extended to me has not gone unnoticed, nor has my constant flow of accolades toward you. You are one in a million dear girl. You are a team member and a gem.  If you ever desire a reference from a 'public' person you have one from me....of course I won't let on you probably walk on water!  Thank you, thank you, thank you. Briggs & Riley is privileged to have you.  Best to you.
- D. Perkinson

I extend to Briggs & Riley my most sincere appreciation for the efforts of your customer representative, Kerri S., to rectify a problem with a TSA lock while I was traveling in South America in December. Kerri was courteous, helpful,and commendably persistent in her efforts and made me a Briggs & Riley customer for the long haul. I hope you will convey my compliments and great appreciation to her for her splendid attitude and perseverance! You are fortunate to have such an employee in your ranks!
- S. Sample, El Paso TX

I own two of the 29' wheeled duffels as well as two carry-on Briggs & Riley bags. On a recent trip the handle on one of the duffels was broken.  I sent the bag away, following the directions on The Briggs & Riley web site and within 8days of sending it in, had the bag back with the broken part (handle) replaced.I have not experienced such a positive (no questions asked) feedback experience in quite some time. Briggs & Riley truly means that the bags are guaranteed for a lifetime ... no questions asked. Thank you very much for living up to your reputation.I will certainly buy more Briggs & Riley bags in the future.
- J. Lahey, Lethbridge Canada

When I bought my Briggs expandable 22' suitcase 10.5 years ago I thought that the lifetime guarantee was a scam, but after 2 million miles on flights the past 10 years;broken handles, ripped corners and lining, broken zippers, etc, Briggs repaired the case no questions asked. The bag is now better than new, as they put on anew handle, with the release button on the handle rather than on the base of the bag which always was a pain to manage. And I got the bag back in less than2 weeks, delivered to my front door. While the bag is still rather heavy, it is functional, durable and I look forward to putting more miles on it in the future. My friends have gone through their more-expensive Tumi's and Hartman and onto others, while my Briggs keeps on rolling!!!
 - E.Rosenberg, Illinois

I wanted to tell you a story that is true and a true test of durability of Briggs &Riley Luggage. I was driving from San Antonio, TX to Dallas, TX, and had 2pieces of your product in the bed of a rental car. The wind was so strong driving down Interstate 35S that my luggage came out of the bed and a lady picked up the luggage and left it at a gas station. When I picked the luggage up I was amazed at the condition it was in. There was no damage! Just a number of scratches, but I was surprised that everything inside was NOT DAMAGED.Thanks Briggs& Riley for making such a GOOD PRODUCT.  Thanks to Chuck in your Moss Beach, CA location I'm a customer for Life.
-R. Tucker, CA

Outstanding product

We travel 100,000 [miles] per year......this is the finest, most versatile,handiest bag of many that we own... thank you for exemplary repair service on your outstanding product.
- L. G. Seidman

100% satisfied

I am not one of those that writes to companies. But, I have to do it now.
This morning I brought in my B&R Baseline bag for the zipper pull to be reattached. Now, this bag is 2-1/2 yrs old and has seen some 250,000 miles of air travel during this time. It was gift from my kids for Father's Day 2006. Tome it just needed the zipper pull to be reattached. I got a call this afternoon to pick it up. When I got back to the hotel and looked at the card, I was shocked at the work that was done on it, beside the zipper pull. Ernesto did the following work:

  • zipper coil/teeth repair
  • zipper pulls
  • zipper slides
  • corner piping repair
  • handle system replaced
  • wheels
  • wheel mold
This is the second time this bag has been in for a quick repair. The first time it was to have expansions replaced. One other time a wheel broke at the airport. I sent an email and the next day I had two wheels at home!!! You do not know how 100%satisfied I am with the two B&R bags that I own. Keep up the GREAT service. All USA companies should follow your business model.

I cannot begin to tell you how pleased I am with Briggs & Riley. My 26 inch rolling duffle bag was ruined beyond repair after my recent trip. Urban Traveller in Hamilton, Ontario replaced my bag free of charge. What great service! I have been very pleased with my luggage and now to have the damaged bag replaced, makes me very happy. I would never buy anything but Briggs & Riley in the future and will recommend that all my family and friends do the same. Thank you so very much. Your company is the best.
-G. Maslin (3/20/11) 

Ok, I’m converted. This January I sent in my wife’s roller-board to you for a few repairs. Shortly thereafter we received it back. Not only was the bag repaired, but the repairs went beyond what I had requested/expected. I am now convinced that, with  the Briggs & Riley warranty, the bag is eternal. Very impressive. A very effective way to keep (and get) customers. Thank you.
-S. Roseman (3/15/11)

I am writing to thank you! I have had my Briggs and Riley Bags for almost 20 years. Being a frequent traveler, they have thousands and thousands of miles on them and had zippers in need of repair, ripped linings, broken zipper pulls, cracked and broken piping as well as many other dings and dents. I recently sent them for repair through Militello's in Buffalo, NY and picked them up today. I was flabbergasted by the excellent job that was done to both repair and restore parts of my bags. My bag was repaired by 'Francisco'. He did an absolutely great job!!! I really thought I was going to have to replace both bags. Regrettably for you , but, good news for me, now, I don't have to. I don't believe I have ever had a product where the manufacturer, after 20 years, stands behind their product and warranty like Briggs and Riley does. I will be sure to sing your praises every opportunity I have! Thank you!
-- J. Jakubowski, Williamsville, NY (1/31/11)

We have two large expandable Briggs & Riley suitcases that were sent to us by an airline as a replacement for two suitcases that they destroyed. We've had them for about five years and we travel five times per year. The suitcases still look as good as they did when they were new (except for a few scratches). We would like to thank you very much for finally developing luggage that can stand up to the airlines.
-W. Platz, Danbury, CT (1/25/11)

I was introduced to Briggs & Riley by a retailer here a couple years ago. I was sick and tired of replacing my luggage every 3 years, and needed dome new luggage for a trip to Hawaii. He sold me on the transcend collection, with the lifetime guarantee, and the functionality of the luggage. I thought it seemed pretty expensive at the time but decided to take the plunge.

This luggage is incredible. It is functional and worth every penny. They are built to last and make traveling a breeze. The airlines broke a handle on one of my bags, but as soon as I got home a new handle was waiting for me. I love this luugage so much I went out and bought the computer rolling bag. It is so nice to see a company stand by their products and offer a lifetime guarantee.

If you are thinking about buying new luggage and want quality bags to last a lifetime, these bags are for you. My dad always said, ' You get what you pay for.' and he couldn't have been more right.

Thanks Briggs and Riley, for making the hassels of traveling trouble free and enjoyable again!
-D. Chappuies, Santa Clarita, CA (01/19/11)
 

I wanted to thank you for your excellent customer service.  I recently sent my @Work Rolling Brief to your Moss Beach repair center because two of the zippers had to be replaced. One of the zippers had broken several months ago and I took the case into a local authorised luggage store for repair but it broke again immediately after. I tour internationally as a DJ and have come to depend so much on my Briggs & Riley case that I did not want to be without it while it was in for repair so I stitched it together as best I could for the next few months.

After the second zipper pulled loose from the fabric I decided that I would need to send it in for repair. I sent a note with the case when I sent it to the Moss Beach Repair Center explaining that I was going back out on the road to Asia in less than ten days and could they please try to repair the case and send it back in time for my tour. This was in December and I did not expect that it was possible. To my surprise I received a new case and in time for my trip.

I have never encountered customer service like this before. I already own several Briggs & Riley pieces of luggage and could not live without them. But after this recent amazing experience with your company you most definitely have a customer for life.

My Briggs & Riley case has been on hundreds of flights on every continent with me over the past couple years and I couldn't imagine taking a flight without it. Thank you so much for the replacement case and for getting it to me so quickly. Please extend my gratitude to your Moss Beach Repair Center.
-C. Lawrence, CA (01/19/2011)

I recently sent my wheeled garment in for repair bag in for repair. I was very pleased with the quality of the work, the shop repaired things I didn't even ask for. EXCELLENT JOB. I ALSO PURCHASED ANOTHER WHEELED GARMENT BAG! this makes my fifth B&R piece of luggage.

 -J. Buck (01/18/2011)

I'll join the chorus; main suitcase survived 45 days of continuous travel through India, Pakistan and Europe, but was destroyed by United on the last leg home. B&R repaired it within ten days, in perfect condition; they even upgraded the expansion mechanism at no charge. Great service more than paid for the extra cost of B&R items.

-S. Cohen, DC (12/30/2010)

I love your luggage.  I take on average 60-70 flights per year and my Baseline pieces have held up beautifully.  Recently my suitcase fell out of my husband's rental van at 65 mph on I-90 (apparently the door lock was broken) and only the leather wrap had scraped off and the suitcase sustained some minor damage that did not affect the performance at all.  I have been telling this story to all my friends that with luggage you get what you pay for.
-C. Ward, IL (10/27/2010)


Phenomenal service. You received my damaged bag on Monday the 18th and I got it back repaired on Monday the 25th. Thank you. And thank Francisco for me.
-B. Cope, PA (10/28/10)

Kudos on Simple as That repair service. Not only fixed my bag zipper but frame and wheels, too. I am very impressed with how you stand behind your products and will never buy a bag from anyone else. I'll spread the word among my friends,too. Way to go.
-K. Shaver, CA(9/5/2010)

I already own four B&R bags, but now you've done it ... I'm sold for life! I just received my treasured business case after sending it in for repairs. It came back really repaired ... so repaired that it's a NEW BAG! I REALLY missed it while it was in, but it was so worth the wait. And to top it off, a special, personal touch: you took my business card from the holder in the old bag, and carefully placed it in the new one. WOW! Is this SERVICE, or what?Kudos! Or as we say in the Navy, Bravo Zulu! THANK YOU for this incredibly fine service.After years of going through other bags (including one set by a very famous, expensive make),all of which had flaws of design or durability, I found Briggs & Riley, and it was like coming home. Finally, someone designed the luggage they way I would: with complete attention to design, detail, ergonomics, practicality, and durability. Now, to have such amazing warranty service is icing on the cake.Believe me, I will STRONGLY recommend Briggs & Riley to anyone who asks, and maybe some who don't; plus equip my family, when the time comes for each of my seven kids!You have gained not just me as a permanent customer, but a fairly large generation to come! Thanks again, and all the best.
-M. Jumper, IL (8/30/2010)

I have had a note on my desk for almost a year, meaning to send a note praising Juan, who did an excellent job repairing my roller bag. From August 2009, style BR213. I was very pleased when I got it back. The card was signed Juan. Regards.
-T. Lee, MN (8/30/2010)

I just want to let you know how pleased I am with my recent warranty experience. My 22 inch expandable bag was damaged during a recent trip. I shipped it to your repair center August 16th and UPS delivered it back to me today - fully repaired, no questions. How great that the Briggs & Riley warranty really is a warranty! And the speed of the service definitely exceeded my expectations. I will be delighted to continue telling all my colleagues and acquaintances why they should buy Briggs & Riley bags. Thank you!
-M. Rolli, AL (8/25/2010)

I sent a bag in to be repaired a couple weeks ago. After about a week it was returned in far better condition. The repairs were completed skillfully by Juan and I could not be happier or more pleased with the result. After putting about 1,000,000 miles on my Briggs & Riley bag it fell into disrepair and I put it aside for a replacement thinking it really wouldn't matter. Well, I was very wrong. The Delsay bag virtually fell apart in about 9 months. While in the Philly airport I looked at travel bags and bought a small carry on by Briggs & Riley.I notice the lifetime warranty and thought I would give it a try with my old favorite. I had forgotten about this. Needless to say, I am very pleased and looking forward to being a lifetime Briggs & Riley customer. Thank you for your commitment to quality. And thanks again Juan for the great work.
-T. Bell, NY (8/25/2010)

Word's best luggage, fantastic customer service. So refreshing that there are still a few companies that stand behind the products they sell with real honest-to-goodness lifetime warranties. We've only bought Briggs & Riley suitcases for years.Naturally over time and many trips baggage handling takes its toll on suitcases. Repair procedure is simple: call Briggs & Riley for R/N, ship bag to Moss Beach, CA. Repairs are cheerfully and speedily handled, bag is shipped back in no time. Bag comes home in perfect working order, with 'report card.' Often they have found items needing attention that we haven't even seen yet and have made those repairs as well. I just posted kudos for the company on my Facebook wall -- can't thank Briggs & Riley enough for decades of stellar service.
-F. Voegelin (7/28/2010)


We brought two large bags to your Half Moon Bay, CA center for repair. They have many miles on them, a few rips, broken handle, etc. They now look almost new. Thank you. Your service is outstanding.
-D. Johnson (6/23/2010)

I just want you to know I LOVE your suitcases. I recently sent one in for repair and it was in such bad shape that you sent me another one. I was told of this guarantee when I bought my first bag, but I was skeptical; not all product guarantees are good ones. I travel every week, carry my Briggs & Riley bag all the time, and whenever anyone asks me for a recommendation for a great suitcase, I tell them there is only one to buy, and that is yours. Thank you so much for the new suitcase you sent me. Thanks for consistently excellent service. Thank you for taking some of the stress out of travel.
-V. Beeson, VA (4/16/2010)

This is the best luggage available. I've purchased over 11 bags from six different states and every bag has held up to the punishment the airlines dish out. I fly over70,000 miles a year and purchased my first bag in 04. I've been so impressed with the amount of wear and tear these bags can take that I've made purchasing additional pieces a priority. The customer service is exceptional. I've had one bag repaired and additional items were repaired that I didn't note as defective.I travel with my Briggs & Riley luggage confidently knowing that not only are these bags amazingly durable, organized, and usable but that they are backed by an equally valuable warranty. I am a lifelong customer and have already converted several Tumi users to the more affordable and durable Briggs.My only complaint is that you don't make ski luggage so I could increase my collection. Thanks for making such a great product!!!
-D. Ward, MD (3/21/2010)

On January 18, I returned my Briggs & Riley rolling briefcase for a few repairs. In about 2 weeks, my bag came back looking like new! Francisco completed my repairs and I just wanted to let you know how happy I was with this specific service and with Briggs & Riley in general. I cannot imagine owning any other brand of luggage and I recommend Briggs & Riley to my friends and family. Thanks for making great products!
-D. Jones, PA (3/15/2010)

I have been flying more than 150,000 miles a year for the last 10 years, here in the US and in Europe. Airlines are very tough on bags and I have gone through countless suitcases. I tried suitcases from Rimowa, Tumi, American Tourister, Samsonite,Mandarina Duck, and others. All these suitcases didn't last longer than about10 months. And most of them weren't cheap. I bought a Briggs & Riley suitcase 2 years ago and the suitcase still looks like I had it only for a couple of weeks. I had one minor repair once, which was handled nicely by a repair shop in Santa Barbara/CA. I am very happy with the suitcase. It has traveled all over the US, about 10 times to Europe, and did one trip around the world. Your products are great, and the total cost of ownership is minimal.Thank you!
-C. Oltzscher, CA (1/10/2010)

I was responsible for purchasing a Christmas Gift for our boss. I decided to get him a briefcase. I came across your check-point friendly briefcases and purchased the executive clamshell briefcase. Our boss loves his new briefcase. He has already used it at the airport and found it was a breeze going through security.He also liked all of the compartments and how easily it is to organize everything. He has more than enough room for all of his papers and files. I just wanted to let you know what a great product you have and that I have already recommended this product to someone else. You sure made me look good!! -T. Fox, DE (1/5/2010)

Just to say that I am absolutely delighted with your business case: very thoughtful functional design features, product looks great and price was fair too. Who needs Tumi?
I have never given feedback like this before, but in your case it is so well deserved. Well done!
Happy Christmas from London, England!
-R. Carlton, England (12/23/2009)

Wanted to let you know about the quality service I received during a recent repair. The repair tech repaired my bag as requested and even went the extra mile and replaced the wheels to ensure the bag works as new. After 3.5 yrs this is the first service my bag needed. When shopping to replace my Travel Pro Suiter I went the extra expense and bought the Briggs & Riley Suiter, glad I did.Thanks for the great service and prompt repair.
-E. Haggett, VA (12/11/2009)

This morning, while it was raining cats & dogs, I dropped into your Hauppauge location while on a business trip to Long Island. I was early and the front desk was not opened yet. Still, a young man, wet like myself offered to help me. He got the repair manager and I told him my luggage needed a new corner guard and my computer bag zipper was broken. But, I needed both of them this afternoon. He stated to come back after 1pm.

Returned this afternoon, to my surprise, the luggage had the following replaced:

1. Zipper coil/teeth repair
2. Zipper slides
3. Frame replaced
4. Expansion system replaced
5. Corner guards replaced [reason I took it in]
6. Handle system replaced
7. Wheels

For the computer roller:

1. Zipper coil/teeth repair [reason I took it in]
2. Handle system replaced
3. Seam
4. Wheels

Outstanding service!!! Up to 4 pcs of B&R travelware Going to be a lifetime customer and will continue spreading the good word about this great company.  Please thank the entire repair staff for me. Have a Merry Christmas and a Happy New Year. :)
-D. Mojica, IL (12/09/09)

Just purchased a B&R computer case BB101 and wanted to congratulate you on the design and build quality. I have owned just about every top brand and travel the globe extensively. It is the most well thought out briefcase and had the same unpacking pleasure as my iPod.
-J.MacTaggart, Thailand (12/03/09)

I wish to take the time to thank you for a above and beyond repair that your company completed. Not only did your repair department fix what I pointed out, but they repaired the interior expansion system that was giving me trouble. I forgot to mention that issue, and it was found! Also, the turn around time was exceptional!!

I have a job that puts customer service at the top of the list. I realize that all too often the problems are overemphasized, and the above and beyond effort is usually overlooked. This exact reason is why I own three Briggs and Riley bags(1 going on for 10 years and the other for 8 years). I also recommend your luggage to anyone who asks!
-F. E. Newell,OH (11/30/2009)

Just bought the transcend backpack. Already own a 22# carry on. I LOVE this bag! Been looking for awhile saw it on sale. Thank you for really thinking about what the traveler needs! It was an early Christmas present for me. Maybe I will re-wrap it!
-A Chorew, CT (11/25/2009)

Many years ago I bought a Briggs & Riley briefcase because I travel a lot and I needed a solid performing case. So I remembered when I bought, it the salesman said if it breaks Briggs and Riley will fix it. Many years later, I sent it in for repair, the front had small holes through the fabric ,the zipper trashed by the airlines, the wheels worn from many miles and the up and down mechanism need coaxing to go up and down. BUT I loved that case.  Not only did you fix it, you decided to replace the entire case with a new one. Oh my goodness!THANK YOU.  I LOVE my briefcase which is why I wanted to get it fixed in the first place. Now I am just stunned by your corporate culture and generosity that you would do this. WOW! Needless to say I have an emotional bond with my case as it travels everywhere with me.Now there’s more...as an added bonus--- it seems I missed some pictures of my girls when I cleaned out the case (probably tucked safely away in one of the pockets) when they were younger. Not only did I get my new case but as I explored the new case, and there tucked away in one of the pockets were the pictures of my girls I had left in the old case. Now you folks are unbelievable. Thank You. I am in sales and you have exceeded my expectations.  This is not easy to do. Needless to say you have permanently reinforced yourself as my luggage vendor of choice and I would not switch to another company.  I will tell everyone I meet what you folks have done. Thank you for an unbelievable positive customer experience. Thank you - I truly appreciate what you have done for me. Well done!!!!! Hooray for Briggs &Riley.
-E. Greenberg, IL (11/3/2009)

I just bought one of your TSA compliant briefcases. After carrying a Tumi for 15 years I decided you had a superior bag. I compared both when I decided I wanted to stop pulling out laptops to go through security. Tumi has not updated their bags and the pocket design is woefully out of date. Your bag has great functionality.All the interior pockets are well organized. Great design, great quality
-R. Norberg, MN (10/10/2009)

I just want to say thank you and nice job to whomever worked on and repaired my bag. They did a great job and once again, the lifetime warranty and the bag proved its worth.This particular bag has been around the world several times and still is performing beautifully. Thanks to all there who make these bags one of the best investments in the travel business!!
-S. Draper, UT (10/9/2009)

When I graduated college 16 years ago I invested in one of your top end carry on wheelie bags. As a poor college student, it was a big investment but I was starting out as a computer consultant and had a lot of traveling ahead of me.I'm guessing this was right around when you started the company? Over the next16 years, and hundreds of plane flights across the country, I've sent my bag to you twice for free repair, and both times you've returned it in excellent condition. I can't overstate your incredible warranty and high level of quality.I just ordered your large 28' wheelie bag and know this new bag will also last me a lifetime. Thank you.
-R. Drago, CO (10/9/2009)


Hi there, I just wanted to tell you how much we enjoy your 'Simple as that Lifetime Performance Guarantee'. Our household owns 4 big suitcases, garment bags,several travel bags, and tote bags. Every time we have a problem, we take the item to Half Moon Bay, very nice people, and within a week or so it comes back to us. Your products are by far the best, thank you.
-I. Birwe, CA (9/3/2009)

We sent in my husband's Briggs & Riley bag to be repaired.  The airport had done quite a number on it. I think a couple of planes rolled over it, or maybe they tossed it from 20,000 ft. Anyway, we got it back yesterday. It looks great.They replaced the zipper and other zipper pulls. They also cleaned it. You can be sure we will always purchase Briggs & Riley bags in the future. What excellent service. Thanks again!
-J. Colyer, KY (8/26/2009)

I own one Briggs & Riley bag. I chose it over four years ago because the good folks at Innovation Luggage in Harsdale, NY said it was the best as was your lifetime warranty. I use it daily and I beat the heck out of it. A couple of weeks ago one of the wheels fell off. In addition to that problem a few other parts of it were in need of minor repair. I brought it back to Innovation Luggage late in the afternoon of Tuesday 8/11/09. I was told not to expect it back for 6-8weeks. I received it yesterday, Tuesday, 8/18/09. I was without it for only one week and it is practically as good as new. I don't write fan mail. I don't have time for it and I don't believe in it. But you people are the best and I'm very grateful to you for making a superior product and giving such excellent service. I will never purchase anything else and I will tell everyone who asks me that they should only get Briggs & Riley. Thank you to the person who repaired my bag, and thank you Briggs & Riley.
-K.Green, NY (8/19/2009)

The rolling garment bag I purchased 10 years ago just came back from repair and you did a great job. Things not even on my list were repaired and the bag even smells better!  I had a bunch of friends over when the UPS guy delivered the bag and I pulled it out of the box immediately just to show them and tell them the story.  I have a computer bag in for repair now too, and several others from you that have never needed to be repaired. My experience with this first bag (the one that gets the heaviest use and worst treatment ...the only one that gets checked with airlines, has been so good I don't even consider other brands. I actually regularly tell people about the warranty and my experience with the product and your customer service and every time I do - it makes me feel like I'm a pretty damn smart guy for making such a good decision in that luggage store ten years ago.  Funny thing; your bag actually making me feel better about myself.That's a hell of an unexpected benefit!  Nice job - and thanks!
-K. Dowd, CT (7/29/2009)

This “thank you” is overdue, but better late than never. We own several Briggs and Riley pieces and recently had a few repaired. The Customer Service people were outstanding and handled every aspect of the repair process with care. Not only were our bags fixed, but they had been cleaned and made to look new again. When we purchased Briggs and Riley bags, we made more than an investment in excellent luggage; we began a relationship with a company that stands by its products. Briggs and Riley are true professionals! Thanks again.
-C. Ingoglia, NJ (7/10/2009)


After perhaps 15 or more years of heavy use, my bag had a problem with one of the handles, a squeaky wheel and a slightly detached lining. I sent it in for repairs and just got it back today. I must say that I am really impressed. The bag looks new and everything was repaired beyond my expectations. I never expected such good service or attrition to detail. Thank you so much. If I ever need another bag,It will definitely be a Briggs & Riley.
-J. Hallsworth (6/30/2009)

I want to thank you and your staff for doing an outstanding job on the repairs to my bag. I am your biggest fan and all of my colleagues always hear my speech /sermon about how great your products are. Off to work tomorrow in style with the B & R roller bag.
- J. M. /Southwest Airlines, Pilot (6/24/2009)

Thank you for providing INCREDIBLE customer service on my recent repair.  I swear by the Briggs & Riley brand, and would never buy anything else. I brag to my friends and colleagues about the longevity of my suitcase, and now with the new wheels and handle, it's almost brand new again.  Keep up the good work.  Product and after-the-sale service such as that provided by Briggs & Riley are rare these days.
- K. Erwin, California (6/16/2009)

I've received my repaired bag and am about to be off on another trip. My bag looks terrific,and I thank you so much for the repairs done at your shop. I'm delighted with the results and love my Briggs & Riley!! Muchas gracias!
- B. Fitzsimmons, California

I just purchased the 601 Map Bag and The Organized Vertical Tote Model 225-7. I have looked at almost every good and great luggage product on the market and it takes a lot to impress me. It was love at first site when I saw the design of your products, with very special attention to fine details, both external and internal. Also, a product must not only be designed well, but also made of very high quality materials and excellent workmanship. Your products have the highest quality that I can see. I also like Tumi, but compared to your products with respect to design, quality of materials, and price your products are 200%better.
- J.Ogisaka, California

I have just had one of the most impressive customer service experiences in my whole life.My carry on bag was damaged by an airliner because I had to check it. At the same time my baseline tote handles cracked on the same trip. I contacted Briggs& Riley and within two weeks I had my bags repaired, returned and my tote was replaced with a new one. Thank you! I will forever buy Briggs & Riley travel products! Success to your company always!
- M. Myshatyn, Eaton Colorado

I just want to say 'THANK YOU!' for great service. My carry-on luggage was shipped for repair4/27/09 & arrived on my doorstep 5/06/09 not only repaired but looking as good as new!! AMAZING!! It's so nice to know that some things haven't changed..that there are reputable, reliable companies still backing their products with no hassle for the customer.
- S. Goodman, Brunswick Maine

I own two of your bags, and they'll likely never be replaced by another. I have been incredibly impressed with both the design and quality of your products, and have already taken 5 of my friends to buy the BB104X bag. I travel significantly for my work, and your bags are currently traveling with me throughout Africa and haven't let me down yet.  Thanks for keeping an eye to functional design!
-A. Manser, Canada

Thanks for the outstanding job in retrofitting my roller bag. Your guarantee is golden. I am a commercial pilot and my B&R has been with me for hundreds of thousands of miles. I recommend it to anyone looking for quality luggage.
- R.B. /SkyWest Airlines Pilot

You and the staff who assisted me in the repair of the backpack, as well as the subsequent replacement of the toiletry kit, are awesome customer service angels!  No kidding.  The professionalism and courtesy extended to me has not gone unnoticed, nor has my constant flow of accolades toward you. You are one in a million dear girl. You are a team member and a gem.  If you ever desire a reference from a 'public' person you have one from me....of course I won't let on you probably walk on water!  Thank you, thank you, thank you. Briggs & Riley is privileged to have you.  Best to you.
- D. Perkinson

I extend to Briggs & Riley my most sincere appreciation for the efforts of your customer representative, Kerri S., to rectify a problem with a TSA lock while I was traveling in South America in December. Kerri was courteous, helpful,and commendably persistent in her efforts and made me a Briggs & Riley customer for the long haul. I hope you will convey my compliments and great appreciation to her for her splendid attitude and perseverance! You are fortunate to have such an employee in your ranks!
- S. Sample, El Paso TX

I own two of the 29' wheeled duffels as well as two carry-on Briggs & Riley bags. On a recent trip the handle on one of the duffels was broken.  I sent the bag away, following the directions on The Briggs & Riley web site and within 8days of sending it in, had the bag back with the broken part (handle) replaced.I have not experienced such a positive (no questions asked) feedback experience in quite some time. Briggs & Riley truly means that the bags are guaranteed for a lifetime ... no questions asked. Thank you very much for living up to your reputation.I will certainly buy more Briggs & Riley bags in the future.
- J. Lahey, Lethbridge Canada

When I bought my Briggs expandable 22' suitcase 10.5 years ago I thought that the lifetime guarantee was a scam, but after 2 million miles on flights the past 10 years;broken handles, ripped corners and lining, broken zippers, etc, Briggs repaired the case no questions asked. The bag is now better than new, as they put on anew handle, with the release button on the handle rather than on the base of the bag which always was a pain to manage. And I got the bag back in less than2 weeks, delivered to my front door. While the bag is still rather heavy, it is functional, durable and I look forward to putting more miles on it in the future. My friends ha