Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: *********************************************** RA#: ******* Complainant: Mordy Date Issue Began: Jan 17th Complaint:I submitted my *********************************************** rolling garment bag for repair under the companys widely advertised Simple as That lifetime warranty. I was informed that the bag could not be repaired which I understand happens. However, what followed has been months of back-and-forth, delays, and incomplete offers that fail to meet the reasonable expectations set by the warranty.Despite my clear request for a comparable replacement a black rolling garment bag I was offered partial credit, a bag in the wrong color, or told to wait indefinitely for samples that may or may not come in. This experience contradicts the spirit of the Simple as That guarantee, which implies straightforward service and customer ********** this point, I am formally requesting that *********************************************** fulfill their warranty by sending me the Baseline Deluxe Wardrobe Spinner in black, SKU: BLU177SP-4. This item matches the function, size, and value of my original bag and is the most appropriate replacement currently available. It is a rolling garment bag, designed to hold 68 garments, and serves the same travel purpose as the bag I originally purchased and submitted for ********* is extremely frustrating to be caught in such an avoidable loop with a company that promotes its lifetime warranty as a key reason to purchase their products. This situation has been anything but simple.Desired Outcome:I am requesting that *********************************************** uphold their warranty and send me the Baseline Deluxe Wardrobe Spinner in black (SKU: BLU177SP-4) as a direct replacement for the unrepaired bag. This is a fair and reasonable request based on the value and purpose of the original product.

  Business Response

  Date: 04/08/2025

  To Whom It May Concern: 

     Please note that the customer has received a replacement bag from us. It was delivered on April 2, 2025. 

  Best Regards

  ********* 

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the second time in a year, I sent my *********************************************** bag in for repair. The first repair lasted less than 2 months of use before the same issue occurred. This time my bag was determined to be unrepairable. I was presented with two options, $350 towards a new bag or a sample bag of the same bag. My previous bag only lasted about 5 years of use, so I dont feel paying $350 to get another $699 bag is a good option. *** requested the replacement sample bag. There has not been a sample bag available, and it has now been over 3 months. For the intended use of the bag, my current bag style is the only option that would work for me. Ive requested a new bag be sent or to provide a timeline when that would be possible, as Ive now been almost 6 months without a useable bag. The response I get is that B&R does not replace with new bags out their stock. B&R touts a lifetime guarantee, and We'll repair or replace damaged parts with the closest matching part or component and color. Given my first bag only lasted about 5 years of use, using approximately 15 times a year, and after 3 months of waiting, a sample bag has not come available, my request is that B&R honors their lifetime guarantee, and replace my unrepairable bag with a new bag of the same style.

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Briggs & Riley Travelware, LLC regarding complaint ID ********.
  
  Sincerely,
  
  **** *********
  

• Initial Complaint

  Date:12/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is intentionally selling a faulty accessory with the luggage that they know is easily lost. They've admitted over the phone that they are aware of the poor design of the luggage strap attachment that causes the strap to fall off and get lost. They include this strap with the purchase of the luggage, but don't include it under the warranty coverage. This forces buyers to purchase an additional luggage strap. I had my bag for less than 3 weeks and this company is trying to force me to pay to replace the fault luggage strap. This is a predatory and unethical practice. It's a sad attempt at a money grab. Consumers pay $660 for this luggage and the company sends faulty designed products that require spending additional money. I am requesting a replacement luggage strap.

  Business Response

  Date: 12/16/2024

  Good Afternoon 

  To whom it may concern

      We are sorry to hear that the customer lost their strap.  We will make an exception in this situation, and we will send the customer a new replacement strap free of charge.  

       The description of how the strap works is described below by the agent.  There is also a video included on how it functions.   Please see below for a copy of the correspondence between the agent and the customer. 

        Please advise if sending a new strap is an approved resolution.   

  Thank you and Best Regards

  **********************************************************************************************************************************************************************************************************

  ************** *** *****  **** ******     ******* ****** *** ** ****** * ***** ******** ******* **** *** **** *********  * ********** ** ******** ** *** *** *****  * **** * *********** ******* ****** *** ***** **** *** ** *** *** ***** ** ** ******** *** ** * ****** *** ** *** **** ********** ****** ** **** *** *** ** *** ******** ****** *** ** **** *** ** ******* **** **** ****** * **** ** ******* ***** ***** ****  ******** ******  ************  ********* ***************   ********* ****** *** ** **** ****** **** *** ** ********* * **** **** *** ***** ****** ** **** *** ** *** ***** ***** *** **** *** **** **** * ** ********* **** **** ****** *** *** ******* ***** *** *********  ** *** **** *** ******* ********* ****** *** ** ***** ********* ******** ********** ************** **** ************ **** ******     ********* ****** *** ** ****** * ***** ******** ******* **** *** ******** **** ***** ********** **** ******* ** *** ************* ** *** ***** ***** ** **** *********** ****** *** ********* *** ****** *** **** *** ******* ** ***** **** **** **** ***** ** ** ******* ** ********** * ** *** ******* **** * **** ***** ** *** ** ** ****** ******** **** *** ***** ********* ***** **** ** ***** **** ** * ****** ** *** *** ******* ************ *** ********** ***** *** *** ******* ****** ** ******* **** **** ***** ** **** ** ****** ** *** *** **** ** ******** ** **** ** **** ***** * ********** ****** * ********* ********* ***************   ********* ****** *** ** **** ****** **** *** *** * ** ********* *** **** ***** **** **** **** ******* ** **** ** ** ****** *** **** ** **** * *** ** *** ***** ** **** ** ** ***** ** ** **** **** *** ** *** **** ****** *** *** **** ***** ** ******** * *** ********* ******   **************************************************************************************************************   ** *** **** *** ******* ********* ****** *** ** ***** ********* ******** ********** ************** **** ************ **** ******     ********* ****** *** ** ****** * ***** ******** ******* **** *** ******** **** ***** ********** **** ******* ** *** ************* ** *** ***** ***** ** **** *********** ****** *** ********* *** ****** *** **** *** ******* ** ***** ** *** ******** * ******* ***** ********* *** **** ******* **** ****** **** ** *** ******** ***** ****** *** *** * ***** ** ****** ********* ***** ***** *** ***** ** ***** ****** ***** ****** ** ********** ************ ** **** ****** ** *** ***** ** ***** ******* ****** *** *** **** *** *** ***** ***** *** *** ******* ******* ****** **** * ***** ** ***** ** ***** ** ****** *** ******* *** *** ********* ***** 
  

   

   

   

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

   

  I will accept a replacement strap that is free of charge. My shipping address is as follows:

  ******** ******  ******************** **** *** ****** ** *****
  

  The style # of the bag is BLU122CX-4.

  It is the 22" 2 wheel baseline essential carry on in BLACK. 

  
  
  Sincerely,
  
  ******** ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a large spinner (Order ******) for $669 on 9/12/2022. My primary reason for choosing Briggs and Riley over other competitors was the lifetime guarantee promised by the company. Three (3) functional components of the luggage has malfunctioned within two years of the purchase. After several attempts to contact the company through methods advertised on their website (phone, chat, and email), the company has not honored the guarantee. On top of that, it has made requesting a repair unduly difficult, including sending me to broken links and not answering phone calls to the main customer service line during regular advertised working hours.The marketing of its lifetime guarantee is deceptive, and the company promises a product and service that they, in fact, do not deliver. I hope this report will improve future service and/or spur necessary action from a third party. I also hope it will help future consumers to be aware of this company's business practices.

  Customer Answer

  Date: 11/17/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Briggs & Riley Travelware, LLC regarding complaint ID ********.
  
  Sincerely,
  
  ***** *******
  

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bag from Briggs and Riley less than a month ago. The site proclaims returns with a restocking fee and Lifetime Guaranty. I went on one trip with this bag. I used a protected and carried on only. One trip and indentions were incurred on the bag as well as the wheels/plastic being extremely cheap. Website claims are misleading and this bag was over ******. The materials should not be that flimsy on a bag that costs this much.

  Business Response

  Date: 08/28/2024

  Good afternoon,

        Please note that normally any bag that is used is not eligible for return. However, we will make an exception for this customer. They may return the bag to us for a refund.  There will be no out of pocket expense for the customer to return this bag to us.  They can process their return at *****************************************************************************;   Once we receive it back in our facility, the customer will be refunded. 

  Best Regards

   **************;

   

     

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

  Despite the company saying they will make a return exception, the attached picture shows they still are not holding up what they say.  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a full time flight attendant and purchased luggage from the company based on their Lifetime Warranty. Sent damaged luggage to companys headquarters to repair. Company deemed it unrepairable. Company will not replace luggage as promised in Lifetime Warranty. Company states it will only replace luggage based on availability of sample replacement items. Nowhere in the Lifetime warranty language does it state the same. If I had known that the company would not honor its policy and base replacement items on the availabity of sample item, I would not have purchased from this company. I relied on their word. As I mentioned, I am a flight attendant as a profession and need the luggage in order to work. Additionally, the company did offer a credit of $125 however the same item costs $219. I mentioned this to the customer service representative that they should offer a credit for the full amount however, she stated that the item was in a different collection. All I am asking for is that the company replace the luggage that I imminently need for work. The policy can be seen on the companys website. I can provide emails if necessary.

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the 22 Torq carry on suitcase from ******* Took off the tags and packed it up for a trip, the suitcase front compartment pops open and doesnt close. I contacted support and was told that because its now used I cannot return it. Very disappointed as *** purchased several pieces of luggage before and never had issues and this is a lemon with zero support

  Business Response

  Date: 04/16/2024

  Good morning,

       I would like to have the opportunity to look into this further. 

       Please ask the customer to provide us the order number for this bag and the date of purchase.  In addition, we ask that the customer provide a couple of photos of the bag showing where the issue is.   Once I have that information; I will follow up on this platform. 

   Thank you and Best Regards

  **************;

       

       

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get a pice of registered Briggs and Riley luggage repaired or the bag replaced. The bag has been at the companies authorized repair center since 11/01/2023. I took it there on advice from their customer service ***** I have made several calls to the repair center, which I feel is at no fault in this. Briggs and Riley keeps sending incorrect parts to them. My bag has been discontinued and is hard to find parts for. I have talked with Briggs &Riley too but to no avail. I have had promises of parts being shipped but nothing that works has arrived. I then ask the company have someone to call me who would assist in resolving the issue or make good on the guarantee and send a replacement bag. Then I was sent a message that I would need to go pick up my bag and then ship it at my expense back to the company for evaluation. This just does not seem like a lifetime guarantee to me. Also I have already done as they ask once and if the repair center is not able to fix the bag then why is it a suggested option of repair?

  Business Response

  Date: 04/12/2024

  Good Afternoon ,

       We very much apologize for the experience that the customer endured at the Repair Shop.  We have entered a Repair number for the customer and e-mailed him a prepaid shipping label.  We ask that the customer please send the bag back to us using the prepaid shipping label.

        Once it arrives at our facility; the Repair Manager will inspect it and provide next steps. 

        Once again we are very sorry for the inconvenience the customer has endured. 

      Best Regards

      ********* 

   

     

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bag with a lifetime guarantee. Their website still lists this guarantee "Our simple as that guarantee means if your bag is ever broken or damaged, we will repair it free of charge, no proof of purchase needed, no questions asked."When I sent my bag back, they advised they cannot repair the bag and offered me either a $425 credit or to wait for an unknown amount of time to be sent a random color "sample collection" bag as they did not have anything available at the time. When I went to use the credit, I realized the cheapest bag they offer that was the same size was $599, meaning I would have to pay them at least $174 to replace a bag with a no questions asked warranty because they could not honor the warranty.I explained this via email and was again offered $425 or a sample bag that *** come in next week in a different color.

  Business Response

  Date: 01/29/2024

  Good Afternoon,

       Please note that our team has been working with this consumer while simultaneously looking into and offering options (product that is currently available) that would best suit the customer.  ******** the exact color or style of the original bag cannot be duplicated and/or may no longer be available (This is noted in our warranty); but we do our best to find something compatible. 

        We will be shipping a *********** to the customer.  The order was processed today and will ship in 1-2 business days.  

   

  Best Regards

   

  Customer Answer

  Date: 01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. It should not have come to this but I am satisfied. 
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used a store in ******** **** to send in my backpack for repair. The company repaired my backpack, and they shipped my backpack to me. However, the package was not delivered to my address. I called ***** and Briggs-Riley about this immediately upon finding the package was not at my residence. ***** refused to locate my package, and Briggs-Riley is refusing to respond to my case about the missing package. I did not choose ***** for the shipping company. I have no idea if Briggs-Riley insured the package to me, but Briggs-Riley/Fedex should be responsible for the package to be delivered to the correct address. The uploaded pictures clearly show my porch versus the one the package was left at

  Business Response

  Date: 11/02/2023

  Good Afternoon,

       We do show that this product was delivered but are in the process of looking into it further and confirming the delivery with Federal Express 

  Best Regards

  Customer Experience 

  Customer Answer

  Date: 11/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The item was delivered BUT not to my address, which is shown in the pictures. ***** says Briggs-Riley needs to file a claim, as I have no ability to file claim. 
  

  I am not going to show as complete when its not complete. Your customer service has not responded to multiple emails to me over the last two weeks. 
  

  At this time, Briggs-Riley needs to give me a ***** claim number for the insurance. Its 100% Briggs-Riley responsibility to file the claim. 
  

  ***** knows they messed up, and they are waiting on a claim. ***** states there is no claim in their system. I literally contacted Briggs-Riley within an hour of the delivery and have been ghosted ever since. 
  

  I think for the thousands of dollars I have spent on this product, there would be better customer service in place. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 11/09/2023

  Good Afternoon,

   

       Please note that once we had a photo of the customers home , we were able to investigate  this further with Federal Express and file a claim with them.

     With that said one of our CX members did work with the customer and we are in the process of sending a replacement bag to the customer at no charge 

   

  Thank you

   **************;

  Customer Answer

  Date: 11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************