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:10/10/2023

  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 a domestic hard shell carry-on in March of this year (2023) for $599 plus tax. I travel frequently for work so I decided to try the brand -after hearing good things from co-workers. By September the bag had lost several zipper pulls, the wheels were not as smooth, and the shell had a crack that permeated the outer case. I noted all of the issues, shipped out the bag and waited several weeks for the bag to come back to me. Upon receiving the bag a bottom rivet was bent and loose and the crack was still present. I called customer service to see how (why) the bag hadnt been repaired. After back and forth along with sending photos I was told that it a cosmetic crack. Now, I am not an engineer- but this crack is depressable and not just an imperfection. The structural integrity of the bag is comprimised and the companys no questions asked lifetime guarantee wont cover it. Given that this luggage is less than six months old I would have hoped that it would be repaired in good faith. I work in clinical trials for a living and often carry heavy and extremely sensitive equipment. Which is why I opted to send the bag in- prior to this issue compromising critical equipment. I asked several times to speak with a customer service manager and was told that they were busy. Upon receiving my bag I believed it was in error the repair was overlooked and the rivet was damaged. Things happen, however knowing that they would send the bag back to me calling a structural crack - that leaves no barrier to elements-a cosmetic issue is ridiculous. I was going to purchase an additional set of luggage for my husband prior to this incident and am so glad I waited. The lack of follow through and inability to stand by their claims and product is inexcusable.

  Business Response

  Date: 11/02/2023

  Good Afternoon,

     We very much apologize for the inconvenience that the customer has endured. I spoke to our Repair Manager and we will e-mail a prepaid shipping label to the customer so that the customer can send the bag back in to us . Once it is received by our Repair Team they will repair it and then our Repair Manager will inspect it before sending it back out to the customer . 

   

  Best Regards

   **************;

• Initial Complaint

  Date:08/30/2023

  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.

  Bought this luggage in 2017 and paid good $$$ for it because they offer lifetime warranty. The straps on the side of luggage have deteriorated due to poor design not negligence. The straps now dangle and are loose because the elastic bands are of no use anymore. Last time I flew the airline told me that this luggage will not be accepted next time because they will not allow luggage with loose straps that *** get caught up on a conveyor ? I contacted their customer servise line and got a ticket # ****** and three times I was told that they do not have parts available to correct the problem and suggested using rubber bands ? I do not think rubber bands or duct tape is the solution to my issues with luggae that is supposed to offer a lifetime warranty on it ? Need help from BBB on this one. Thanks ! *****************

  Business Response

  Date: 08/31/2023

  To Whom it may concern,

   

        We have entered a Repair Authorization (******) so that this bag can be sent in to our Repair Facility for review by our Repair Manager.  Once the bag has been reviewed ; he will determine the best course of action. 

       The Repair Authorization will be e-mailed to the customer along with a prepaid shipping label so that there is no shipping cost to the customer. 

        Once the best course of action is determined.  I will reply back to this complaint ID. 

   

  Best Regards

  ********* 

   

  Customer Answer

  Date: 08/31/2023

  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:

    It is amazing that you finally are taking this serious and it is a shame that I have to go thru the BBB to get your attention. The 3 customer service reps I chatted with online and received emails from told me that there are no longer elastic bands available for this bag ? Is that true yes or no ? If they are available please mail me 4 new bands to re-attach to the straps which are dangling and causing the airline to deny me to put the luggage on their conveyor belts  because they are concerned it could get caught up on their conveyor belts. I can simply install myself and our issue is resolved. If they are not available please let me know in advance of me having to send back my luggage thus I will not be at your mercy and you the holding all the cards along with my property. If you do not have any parts for this and they have been discontinued then there is no need to return you my luggage is there ? Lets talk about this in advance .I have already sent photos that clearly show 2 of the bands missing and the other 2 stretched and ready to fall off at any time.

   

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

• Initial Complaint

  Date:08/21/2023

  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 submitted a tote to *********************************************** for repair. The interior lining had come apart at the seam. When the bag was returned, that lining had been fully inverted so as to be visible, and sloppily stitched with loose and uneven seaming. Inverting the seaming of the lining had shortened the available fabric, so that the lining no longer met the bottom of the bag; turning the content storage space into a bag made of thin lining that would tear upon use, as it had no structure to rest upon. The interior pockets were similarly unusable, as their bottoms were no longer uniform. I inquired with *********************************************** as to what had happened, and was told that I would receive a follow-up. No representatives responded for a month, until I contacted them again and was directed to reship the bag for correction. *********************************************** held the bag for another month with no communication. When a return notification was sent to me, they were unable to provide specifics as to what had been done to the bag during its time with their repair service. When the bag arrived back to me, it was in the same damaged condition that it had been returned in two months prior. When questioned, *********************************************** representatives repeatedly stated that the bag had been returned to functionality, despite it being nonfunctional and unusable as described above and told to their office. They have simultaneously insisted that the bag is in a reasonable condition, while also pushing that I purchase a replacement bag at an offered discount. Those statements cannot coexist, and, at this time, it appears as a ploy on the part of *********************************************** to force sales and escape repair claims. This bag was purchased within the last two years, and has been out of commission for nearly six months of that time due to repeated failures in workmanship by the originating and repairing *********************************************** teams. This bag has been permanently damaged by their technicians and I am seeking a comparable replacement.

  Business Response

  Date: 08/28/2023

  Good Afternoon, 

          Please note that I would like to get the bag back to our office so that I can take a look at it and review it myself along with the Repair Manager. We will send a prepaid shipping label to the customer's e-mail so that there is no cost incurred by the customer for shipping. ( The prepaid label will come along with a Repair Number, but please let the customer know I have to enter it as a repair so that I have a reference number) 

    Once we have the bag back I will respond on this platform with my review.  I do see the customer has noted that the bag is not functional and I will be checking for functionality.

     As noted above , I will reply back on to this platform once we receive the bag back and it has been reviewed. 

   

  Best Regards

   

   

      

    

  Customer Answer

  Date: 09/01/2023

  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:
  

  It took several days for the described shipping label to be forwarded to me following this response. If dispatched to Briggs and Riley, this would be their fourth time in possession of the bag, after manufacture, original repair submission, and the subsequent review already allegedly performed by their team. Briggs and Riley did not communicate during this previous review and returned the bag in the same mangled state its repair process had rendered it in initially. They have already claimed that this bag is functional despite it being factually no longer able to hold the capacity it claims. On practical functionality the bag cannot be used at all without the interior lining fully ripping, now that it has been shortened and no longer meets the greater structure of the bag.
  

  Without details on returning this specific bag to its advertised abilities, or a guarantee of receiving the closest possible replacement, I cannot accept this response as it does not deviate from past communications and unsatisfactory results with this business.

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

• Initial Complaint

  Date:08/03/2023

  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 purchased a *********************************************** Expandable Spinner (#BLU129CXSP-5) from Macys in Feb. 2023. I paid $940. I took it to ***** in June and when it arrived, the outside zipper was broken I emailed B&R on 6/10 re: the issue. They emailed me the next day to say they would pick up the bag on my return. I emailed them on 6/28 to say I was back and they didn't pick up the bag (despite my repeated emails) until 7/11. The bag was returned to me today, 8/2 with the same zipper broken...see below attached photo.I'm very disturbed that I purchased such an expensive product from B&R and they have not honored the promise on their website to repair any broken parts to their bags. Now I think they should replace the bag, for all the trouble I've had with it Thank you.*****************************

  Business Response

  Date: 08/18/2023

  Good Afternoon, 

   

    We very much apologize to the customer that her bag was returned in the same manner it was sent into us.  We will provide a prepaid shipping label to the customer via e-mail and have the customer send their bag back in to us. Upon arrival into our facility our Repair Manager will ensure the zipper is fixed and that the damaged zipper pull is replaced . In addition, he will ensure that the customers bag receives priority service so that the customer can get there bag back quickly. 

  Best Regards

   Customer Service 

    

  Customer Answer

  Date: 08/21/2023

  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,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/30/2023

  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 ordered a brand new suitcase and it broke on the first use. I contacted the company within 30 days of purchase, and rather than allow a return they offered only to repair the item. I am requesting a return given the faulty workmanship on a high-end suitcase. A lifetime guarantee is one thing, but to have the item break on first use means there was something wrong with the product.

  Business Response

  Date: 07/12/2023

  Good Morning ,

   

        We apologize for the inconvenience that occurred with the new bag.  We do always try to repair the bag first as an option , but we do understand that this is a brand-new bag. I have processed a return so that the customer can return it to us. 

         The RA # is *******  The customer will receive an e-mall with this information along with a prepaid shipping label.  Once the bag is received and processed in our facility; the customer will be fully refunded for their bag. 

   

  Best Regards 

  ********* 

  Customer Answer

  Date: 07/13/2023

  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:

  While I did get a return authorization for the bag, I had already sent it out for repair because the company had refused to refund it originally.  They are processing it as a repair despite this offer to refund.  So its nice they tell the BBB they will provide a refund, but I am skeptical whether this will actually happen or not.

   

   

   

   

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

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

  Business Response

  Date: 07/14/2023

  Good Afternoon ,

     I was unaware that the bag was sent to our Repair Team.  I have located the bag and we will go ahead and refund the customer. 

    **************** will apply the credit back on to the customers credit card early next week.  The customer will receive an e-mail notification once the refund has been applied. 

  Best Regards

   **************;

• Initial Complaint

  Date:03/28/2023

  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 am very disappointed with the bag I got 1. The handler is already braking 2.the expansion opens when I walk the bag and it is hard to get it back to close 3. The wheels get stock in the carpets of the airports. The bad is very unstable 4. It is extremely heavy even when it is empty 5. The quality of the bag is so bad, the shape of the shoes can be seeing through the fabric 6. The side handler is placed in the wrong side so when someone wants to pick it up the wheels are on their face. I want to return the bag, or exchange for a better item. I had high expectations that were not met with this bad. I am a commercial pilot and this is by far one of the worse bags I had owned.

  Customer Answer

  Date: 03/28/2023

  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,
  
  ***** *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/09/2022

  Type:Product 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.

  Tried to return an item that was received defective item. Vendor would not refund the defective item.

  Business Response

  Date: 12/13/2022

  Good Afternoon ,

      Please note that the customer was provided a Return Authorization number along with a prepaid label (on 12/12/2022) so that they may return the bag to us.  The ** number is ******.  Once the bag is received by us a credit will be applied back on to the customer's card within **** business days. 

      Best Regards 

      ********* 

  Customer Experience Manager 

• Initial Complaint

  Date:12/07/2022

  Type:Product 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.

  Briggs and Riley offers a guarantee to repair or replace any luggage purchased from them. I have a suitcase I purchased and used for several years. The zipper and handle were damaged and needed repair. I worked with a local merchant that is a vendor for them to ship it to the company. I paid $120 in shipping to send the bag in August 2022. After a period, I received an email, the bag had been received. Then I received an email, the bag had been repaired and was being shipped. Then I received multiple conflicting emails about the status of my bag. Eventually I received a replacement that was unequal (19inch carryon with no expansion) to my 22 inch bag with expansion zipper. I asked them to send me a new bag and they sent me a label to return the one they sent me. I have done so. I was told a supervisor would contact me to work out details for a proper replacement. I have not received any calls, I cannot reach a person when I call customer service, I have sent multiple emails with no response. I would simply like them to honor their guarantee and ship me a comparable replacement bag. The bag I purchased is no longer for sale but the most similar bag is called the "Baseline Essential 22 inch Carry On Expandable Spinner". If they would send me this bag, I would b satisfied but I cannot get anyone to assist me. If you can please help, I would be so appreciative. Thank you. The Claim Number for my Bag is: ****** Their system says "Completed" and the bag has been shipped of 11/10/22. That is incorrect. I do not have my original bag nor do I have a replacement bag. I'm happy to provide email copies of all the correspondance I received it you would like. Please help!

  Business Response

  Date: 12/13/2022

  Good Afternoon,

      We are in the process of working with this customer to  come up with a resolution. 

   

  Best Regards

   **************;

• Initial Complaint

  Date:08/29/2022

  Type:Delivery 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 placed an order with *********************************************** through their ******* Next" program on 7/3/2022 and my credit card was charged. A shipping notification was received on 7/8/2022 with a ***** tracking number. Since then, the tracking simply shows "Label Created", but the shipment has not been picked up. Attempts to contact *********************************************** customer service have gone mostly unanswered. The only exception was one response on 8/5/22 that simply said "I'm also showing the same results that the delivery is pending. I would recommend for you contact **** directly so they can provide you options on where your package went." That response doesn't even make sense seeing as a) It was supposedly shipped with *****, not ****, and b) it hasn't even been picked up, so there's no way this is the shipping carrier's problem. At this point, it seems that the company has simply stolen my money and has no interest in sending me the purchased product.

  Business Response

  Date: 09/12/2022

  Good Afternoon,

   

     We apologize for the delay in the reply.   Please note that *************************** is no longer with *****************************.  Please send all inquiries to ******************************* (Customer Experience Manager) at **********************************.

       If the customer has not been refunded and the customer has not disputed the charge with their credit card company; we will reimburse the customer this week.  

       Please note that if the customer has disputed the charge with their credit card company we cannot refund the customer until that is cleared. ( It will not allow us to apply a credit)

   

      Again I apologize for the delayed reply. To confirm ; please send all future BBB inquiries to ********************************** as *************************** is no longer with the company.

   

  Thank you

   **************;

  Customer Experience Manager 

  Customer Answer

  Date: 09/14/2022

  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]

   

   I have still not received a refund on my credit card and the company has not dealt with the credit card dispute. They have had 2 1/2 months to correct this issue and are still continuing to fail miserably.

   

   

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

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

• Initial Complaint

  Date:08/01/2022

  Type:Sales and Advertising 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.

  In May 2022, I purchased a Global Carry-on spinner from Briggs and Riley. Pursuant to its website, it "allowing you to carry on with confidence. Ideal for international travel." Based on such advertisement, I believed that it could fit most international air travel, so I purchased it. However, when I was flying American Airlines internationally, I found that the luggage cannot fit into the sizer: it is too wide to fit in. Pursuant to other non-US based major airlines' website, they share same or similar carryon size like American Airlines of 22x14x9 (see screenshot). Therefore, the advertisement by Briggs and Riley that their Global Carry-on spinner "carry on with confidence. Ideal for international travel" is false. In light of recent incident on check-in luggages in major European airports, and to compensate the potential risk of forced check-in, I had to buy another Briggs and Riley essential carry-on baggage for another $699 - for Briggs and Riley's misleading advertisement (receipt attached). Pursuant to Briggs and Riley policy, personalized luggage cannot be returned, so I could not leverage their return policy to compensate. Therefore, I am asking BBB to help me return the product and refund the luggage as Briggs and Riley advertised their luggage in a misleading way, and to cease and desist misleading advertisement on this product in the future to avoid future travelers engaging in disputes like mine.

  Customer Answer

  Date: 08/26/2022

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

  Business Response

  Date: 09/14/2022

  Good Afternoon,

       Please note that we have processed a return (ra# ******) for this customer in our system and a prepaid shipping label has been sent to the customer via e-mail. Once the bag is returned to us, a credit will be applied back on the card that the customer used to purchase this order. 

       We do not show an inquiry to return this bag in our system .

   

       In addition please send future correspondences to ********************* as ****** is no longer with the company.  

   

  Best Regards

   **************;

  Customer Answer

  Date: 09/15/2022

  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,
  
  *******************