SmallBizGenius Analysis
Briggs & Riley, a luggage retailer, receives mixed feedback regarding its product quality and warranty service. While some customers praise the durability and design of Briggs & Riley luggage, a significant number express dissatisfaction with the brand's warranty fulfillment and customer service responsiveness.
Category Breakdown
Scores based on analysis of 96 recent reviews
Warranty Issues
3.0/10Many reviewers express dissatisfaction with Briggs & Riley's lifetime warranty, claiming that the company does not honor it as advertised. Customers report difficulties in getting repairs or replacements, with some being offered inadequate solutions or facing long delays, such as one reviewer stating, "Lifetime guarantee is not fit for purpose" after their suitcase ripped on its first voyage and the company deemed it cosmetic damage.
40 reviews mention thisCustomer Service
4.0/10A significant number of reviewers report negative experiences with Briggs & Riley's customer service, citing unresponsiveness, long waiting times, and unhelpful representatives. Some customers claim that their inquiries go unanswered or that they are given the runaround, as evidenced by the review stating, "Customer service is unresponsive, uncaring and unpleasant."
25 reviews mention thisProduct Quality
6.0/10Several reviewers express concerns about the declining quality of Briggs & Riley luggage, noting that newer products do not hold up as well as older models. Customers report issues such as broken handles, malfunctioning wheels, and torn zippers, with one reviewer stating, "Expensive bag but extremely poor quality" after the wheels on their carry-on bag froze up after only one year.
20 reviews mention thisPositive Warranty Experiences
9.0/10Some reviewers praise Briggs & Riley's warranty service, highlighting instances where the company promptly repaired or replaced damaged luggage. These customers express satisfaction with the brand's commitment to its lifetime guarantee, as one reviewer noted, "Warranty is every bit that they say it is" after Delta damaged their bag and Briggs & Riley quickly replaced the wheel.
15 reviews mention thisDesign and Functionality
8.0/10Several reviewers appreciate the thoughtful design and functionality of Briggs & Riley luggage, praising features such as the spacious interiors and smooth-rolling wheels. Customers find the bags to be well-suited for travel, with one reviewer stating, "I love my new bag a great travel bag".
12 reviews mention thisShipping and Delivery
7.0/10A few reviewers commend Briggs & Riley for its fast and efficient shipping and delivery service. Customers are pleased with the promptness of their orders, with one reviewer stating, "Delivery was so fast that I was astonished."
5 reviews mention thisPros & Cons
What Customers Love
"We purchased a full line of Briggs and Riley more than 30 years ago and still use the pieces today"
"Absolutely stunning customer service from the office in Henley. Immediate response and solved the issue with no fuss!"
"Briggs & Riley, in my estimation, produces merchandise of stellar quality."
"It was easy for me to find items on webpage. Checkout is smooth. Great service. Thanks again."
"Delivery was so fast that I was astonished."
Common Complaints
"Lifetime guarantee is not fit for purpose: My olive green large Sympatico suitcase has had one voyage and on return home the rubber part surrounding the suitcase has been chewed up and ripped . Despite me asking twice that this is not really in line with a product that carries a lifetime guarantee they state it is cosmetic damage and can't be repaired."
"DO NOT RECOMMEND...horrible customer service and almost zero follow up on their own."
"Premium Price, Budget Quality: I have an original Torq carry on, that despite its age and minor design flaws has served me well in light use...But what I’m really upset about, is that such an expensive case should fail so very quickly in light use."
"Save your money you can have 6 inexpensive roller boards for the price of one of these."
"lifetime warranty not what it is expected to be.: Check out their life time warranty process, not as great as advertised. Repair centers are far away and shipping your damaged cases is on your own tab. Repairs done were not to my standard."
Common Questions About Briggs Riley
Answers derived from customer review patterns
Is Briggs Riley legit and trustworthy?
Briggs & Riley has been in business for many years and is known for its high-end luggage. However, recent reviews indicate a decline in product quality and issues with warranty fulfillment. While some customers have had positive experiences with the brand's customer service and warranty, a significant number report difficulties in getting repairs or replacements. Therefore, potential buyers should carefully consider these mixed reviews before making a purchase.
Based on 45 reviewsDoes Briggs Riley have good customer service?
Customer service experiences with Briggs & Riley appear to be inconsistent. Some reviewers praise the company's customer service representatives for their helpfulness and responsiveness, citing instances where issues were resolved quickly and efficiently. However, a larger number of reviewers report negative experiences, citing long waiting times, unhelpful representatives, and a lack of follow-up. These mixed reviews suggest that customer service quality may vary depending on the specific situation and representative involved.
Based on 30 reviewsIs Briggs Riley worth it for small business?
Whether Briggs & Riley is worth it for small business owners depends on their specific needs and priorities. If durability and design are paramount, and the budget allows for a premium price point, Briggs & Riley may be a suitable option. However, the reported issues with warranty fulfillment and customer service raise concerns about the brand's reliability. Small business owners who rely heavily on their luggage may want to consider alternative brands with more consistent quality and customer support.
Based on 25 reviewsWhat is Briggs Riley's return policy like?
The reviews do not provide specific details about Briggs & Riley's standard return policy. One review mentions a customer being unable to cancel an order before shipment, suggesting a potentially inflexible return process. It's recommended to check the Briggs & Riley website directly for the most up-to-date information on their return policy before making a purchase.
Based on 2 reviewsWhy are Briggs & Riley customers complaining about the lifetime warranty?
Many Briggs & Riley customers are complaining about the lifetime warranty because they feel the company is not honoring it as advertised. Customers report difficulties in getting repairs or replacements for damaged luggage, with some being offered inadequate solutions or facing long delays. Some customers claim that the company deems certain types of damage as "cosmetic" and therefore not covered under the warranty, leading to frustration and dissatisfaction.
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