Briggs & Riley Travelware

Revdex.com:
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]
Unfortnately, the company has NOT made their best effortNot only did the bag deteriorate in LESS THAN ONE MONTH after purchase, but I had to jump through hoops to get a hold of someone at the companyWhen I finally got my shipping label, I was informed that it would take over a month to repair the bagNow I have to go out and purchase a new bag because I can't go on for this long of a period of time without one.
Personally, I feel that this complaint should NEVER be resolved, but I will agree to resolve it once I get a fully repaired bag back
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

In reference to the claim issued from *** ***, we feel we have lived up to our service level commitments of our warrantee program We received his original email on August *** and responded in the same business day *** *** was advised to send a photo of the product tag or
a copy of the receipt to confirm the bag is within the year warranty On August *** he replied he was unable to locate the tag inside the bag and did not provide a receipt We replied back on August *** & *** if you are unable to locate the tag you will need to send the bag back to us to complete the warranty which he refused to do.If he does send in his bag and under years old we will send another free of charge
I feel we have made our best effort to help *** *** take full advantage of our warranty program
Cristy H***
Customer Service Supervisor

Revdex.com:At this time, I have not been contacted by Seaport Buffet Chinese Restaurant regarding complaint ID [redacted].Sincerely,[redacted]

In reference to the claim issued from [redacted], we feel we have lived up to our service level commitments of our warrantee program.  His original email was responded to within 24 hours and he was advised to send in his bag in for repair along with a link to create the repair...

authorization online.  We corresponded again on December [redacted] and sent a prepaid return label to [redacted] so he could ship his bag back to us for repair.  As a standard follow up procedure, we checked to see if his bag had been shipped back, at that point we noted there was no movement on the label, so we reached out yet again on 12[redacted]/15.Our Simple as That warrantee is to fix bags for the life of the product.  And we have been making our best effort to help [redacted] take full advantage of that program.

Review: Comment: I purchased this bag 2 months ago from an authorized reseller. It is now severely torn from NORMAL use. I took it to El Camino Shoe Repair, an authorized repair shop and he said I need to ship it to you for repair. I am EXTREMELY dissatisfied with this product as I would never have expected it to be damaged so soon. I expect you to replace or repair this ASAP as I use this for my business travel.Desired Settlement: Please replace the item as stated in the warranty description.

Business

Response:

In reference to the claim issued from [redacted], we feel we have lived up to our service level commitments of our warrantee program. His original email was responded to within 24 hours and he was advised to send in his bag in for repair along with a link to create the repair authorization online. We corresponded again on December [redacted] and sent a prepaid return label to [redacted] so he could ship his bag back to us for repair. As a standard follow up procedure, we checked to see if his bag had been shipped back, at that point we noted there was no movement on the label, so we reached out yet again on 12[redacted]/15.Our Simple as That warrantee is to fix bags for the life of the product. And we have been making our best effort to help [redacted] take full advantage of that program.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Unfortnately, the company has NOT made their best effort. Not only did the bag deteriorate in LESS THAN ONE MONTH after purchase, but I had to jump through hoops to get a hold of someone at the company. When I finally got my shipping label, I was informed that it would take over a month to repair the bag. Now I have to go out and purchase a new bag because I can't go on for this long of a period of time without one. Personally, I feel that this complaint should NEVER be resolved, but I will agree to resolve it once I get a fully repaired bag back.

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

Sincerely,

Business

Response:

Briggs & Riley received [redacted] bag on 12/**/15 by [redacted] tracking# [redacted]. Replaced his bag style KB206-4 shipped on 1/*/16 delivered by [redacted] on 1/*/16 tracking# [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: PROBLEM: On 11/**/13, I submitted a warranty claim to Briggs and Riley which was not honored. Following up on 12/*/13, I requested to speak to a [redacted] and have not been contacted by the company. I have email transcripts of all correspondence to support this claim.

BACKGROUND: I have a set of five Briggs & Riley Baseline collection suitcases that have lost 5 zipper pulls due to airport handling over time. It seems like this is the weak link in the suitcase design. My suitcases carry a lifetime guarantee against this damage. When I contacted Briggs & Riley customer service they delayed responding to my request for replacement pulls, eventually suggesting I purchase the pulls from their website for $7.50 each. That's $37.50 for these small zipper pulls which are guaranteed under their lifetime warranty which is in direct opposition to what the warranty states. I purchased these bags, paying a premium due to the lifetime warranty.

OTHER: I had one contact with Briggs & Riley warranty support prior to this incident on 06/**/12, that met my expectations. It was also for a similar zipper pull. Customer service sent it to me without any problems. This is in direct contrast to my recent contact which failed to fix the problem and honor their warranty.Desired Settlement: I would like the five (3 large and 2 small) baseline collection zipper pulls sent to me such that my luggage can be made whole.

Here is my original request on 11/**/13.

"The Briggs and Riley suit cases we purchased that have held up well except for the zipper pulls. I believe all our bags are from the baseline collection. One large with wheels, one carry on with wheels, one very large duffel style with wheels and two smaller tote bags. Please send me 3 large zipper pulls and two small zipper pulls so I can fix the bags."

Consumer

Response:

At this time, I have not been contacted by Briggs & Riley Travelware regarding complaint ID [redacted].

Sincerely,