I placed an order on 12.01.2024, and since then, I have attempted to contact your team through various channels. I have invested over 6 hours in total trying to ascertain the whereabouts of my order. On 15.02.2024, I received a refund and an email from Barbara, kindly stating that my bag had returned to Italy and that I could place another order if desired. How is it even possible in the year 2024, that I can't receive any explanation for 1!!! month and afterwords receive a refund and don't receive desired product?? Nonsense!

The cheap plastic handle on my expensive carry-on broke and now Brics is refusing to sell me a replacement. Instead they are offering me to ship the bag to an out of state service center so they get to charge me a huge amount for a simple handle replacement, plus the high cost of shipping it back and forth. I already removed the broken handle, repaired with glue and reassembled it. So I know it is an easy repair. They simply want to gouge me for the repairs. At this point I will just stick with my repair for as long as it holds and then when it fails, buy a replacement that is not another Brics.

I wanted to return their product. It is incredible how poor the customer service is. Never experienced it anywhere before. It’s been more than a month that they received the luggage I had returned and I still haven’t got any money back! I called them 10 times and nothing happens. I will never purchase anything from them.

I bought a Ravenna series Bric's midsize and used it once. One wheel came off and was lost during flight. The bag is still in great shape and it wasn't the airlines fault. Thus I am trying to contact the warranty department but that has proven impossible. They claim you should email them, but they don't respond back. They also state on the website that you can contact a repair center, but there are very few in the United States and they ask if you have contacted the company. As of now I have an expensive piece of luggage that is useless and since I have another trip it won't be repaired or replaced in time...if at all. As such I am stuck with buying another piece of luggage. Once I purchase and use a second item it then becomes unreturnable so I am now stuck with two pieces of luggage, one of which is broken. I have no intention of ever buying another Bric piece of luggage....ever. If their customer service was anything other than poor I might consider it, but sadly without even a phone number to call there is absolutely nothing that can be done.

Ottimo servizio di Renato Carucci, attento e sempre disponibile. Ho riscontrato un problema con il mio trolley che presentava garanzia e dopo poco tempo me ne è arrivato uno nuovo di zecca. Non posso che ringraziare Renato per la sua disponibilità e cordialità. Molto soddisfatta del servizio e del mio acquisto.

I brought 2 Bellagio Luggages at their Shangrila Mandaluyong Branch Philippines and said it can be repaired within 6mos given the delays on part shipments and I agreed but the Customer & Repair Service really sucks: 1. The staff asked me to do direct follow up to their service center.No updates for 5mos and If I did not ask for an update, they will not do anything about it. 2. 1 of the luggages got “repaired” after 6mos but when I got it, the damage worsened especially on the zipper/ side parts, the plastic/leather parts started chipping and was not able to use it. 3. The smaller one is still not repaired,with no updates, for more than 6mos. 4. They sell expensive products but poor customer & repair service. Don’t buy esp here in Manila. Get other brands.

We bought two pieces of luggage just before COVID. We didn't start using the luggage until late 2021, early 2022. Every time we travel the wheels where torn off or severely damaged. It would cost us $60 to send off to get repaired. After the third time I reached out to customer service/warranty and asked to replace the luggage. They said it was very common to have wheel damage, what a pathetic excuse. They said that we could just continue to send them off after every trip! How annoying! It is obviously a design defect! I will never buy Brics products again! They refuse to stand by their products!!!

On the positive side, Bric luggage looks attractive and durable. However, those qualities are only skin deep. The handle of our carry-on size bag snapped off under minimal load and cost over $100 to get it fixed. Our large suitcase literally came apart at the seams while traveling, requiring us to purchase a new one. The manufacturing and components are low quality and not what one would expect for the premium price. Worst of all the customer service. We paid for the bag repair and for postage back and forth. Terribly disappointed!

I have been a Brics luggage user for several years and I think the product is a great on, but the service is NOT!!! One of my biggest pieces was damaged from a recent overseas trip and after I reached out to a local authorized repair shop, they sadly told me that it could not be repaired. I then notified Brics Customer Service asking them to either replace the piece or provide other options to repair it, their answer was to try another shop (out of state) and provided me with the same Authorized Repair shop link that I used before. This customer experience has left me very disappointed and surprised by their dismissive attitude. ie "this the best we can do for you, take it or leave it".... Sad coming from a company that I considered a good company with a quality product. My definition of quality is not only the product itself, but the ability to provide a customer with a satisfied solution (s) and service that will "knock your socks off"...not in this case!!!

I have been calling and trying to get replacements wheels for over a month. I have to send several emails to even get a response, and when I do I get told it’s being sent to the repair department and then I hear nothing back. When I contact customer service again, they tell me they will get back to me. Now, four weeks later, I’m being told that the repair department is not sending out parts until after the holidays… I have no repair order confirmation, nor do I have and answer as to if they even have the wheel or if they will be covered. I don’t mind paying for them, I just want a solid answer. I am no closer now to getting an answer or getting the replacement wheels then I was over a month ago. I have a $350 bag that is unusable in no real answers as to whether I should throw it in the garbage or wait for parts. All 4 of my wheels have disintegrated. For a quality products the wheels are definitely substandard.

Extremely disappointed with both the products and customer service of this company - I purchased an exceedingly overpriced suitcase that didn't even last a single flight. It arrived at the terminal with multiple scratches, dents and a missing wheel. For products that are ‘rigorously tested to meet stringent standards’, it failed to handle rough handling which is to be expected by any piece of travel luggage. Therefore it has not withstood its intended purpose (4 days after purchase and the luggage failed) and it is not of merchantable quality. As all products have a 5 year warranty, I had kindly asked for a new wheel free of charge which was immediately rejected. A refund or any other kind of assistance was also blatantly refused. Very disappointing and highly recommend not to buy anything from this unreliable, costly and impractical company.

Terrible Customer Service: BEWARE OF THE 20% RESTOCKING FEE THAT TAKE FROM YOUR RETURN IF THE PRODUCT DOES NOT WORK FOR YOU. Talks all about accepting returns within 30 days, They bury that fact toward the end of the return policy. Brics took $100 from my return. For this customer I must not matter. Was loyal to the brand but will not order from Brics.com ever again.

Quite impressed! Also this is my professional area of expertise, customer success, customer engagement and my query was handled beautifully. I had lost the belt for a carry on suits carrier. Something I had for a long time and it still marvellous but needed a replacement. I ordered and paid with a PayPal transfer which is all good as traceable and it was posted with UPS… The agent also checked it was all received. Very happy and well done

After being on the waitlist for four months, I ordered a bag and was told it would be delivered via UPS. When I called a week later because it hadn't arrived, I was informed it was sent by Fedex and then returned the warehouse. Customer service still hasn't refunded my money and would not order me a new bag which is now sold out.