Bag & Baggage — Local services in Prairie Village

Over 16 years ago, I started traveling to exhibit at trade-shows. Airlines destroyed my first suitcase in less than a year. I wound up buying about another two or three suitcases that did’t survive, either. Then about 13 years ago, I learned about Briggs&Riley, and their Simple as That lifetime guarantee that even covers airline damage. Sure, it was expensive, but I haven’t had to buy another suitcase since!

Recently, I traveled to Kansas City for my first trade-show since the Covid shutdown, and discovered a broken, minimally functioning wheel on my bag. Once at my hotel, I went to the B&R website to find a local dealer for warranty repair and discovered Bag & Baggage.

It was late afternoon when I called and spoke with a nice lady, Ann, who apologized that the service department was closed at that time, but gave me the email address for Will in their service department.

Due to my working schedule, I didn’t have time to go deliver and pickup the bag, plus the weekend was coming and my flight was Monday morning. Because of my work, I have to carry a tool kit, so I figured I could replace the part myself in my hotel room. That evening, I emailed the info necessary for the warranty about my bag, along with pictures of the broken part and Will replied early the next morning confirming that they had the part in stock. We exchanged a couple more times, and then he took initiative to personally carry the part out to be shipped, ensuring I received it at my hotel the next day. I replaced the wheel without any problem, or making any payment.

Bags & Baggage has to EARN the opportunity to continue carrying premium quality brands like Briggs & Riley.

This is evidence that they...

Upon first glance, Bag and Baggage in PV looks like a clean, well managed store. I brought my Briggs & Riley backpack in for a few repairs because of their appearance and reputation. After dropping it off, I was forced to call at least twice a week for two months for updates as none were provided. Finally, one day I call and they tell me they have it "right here" in the store as if I should be excited. Didn't apologize for failing to let me know it was back. Didn't mention how long it may or may not have been sitting there waiting for me. Just said it very matter-of-factly as if I'd asked where the nearest QuikTrip was. On top of this, my bag was not repaired. I kid you not. Of the three seemingly simple repairs requested, only two were completed. Of these two, one of the repairs looked like it had been completed by a twelve year old. Very little time or effort went into it. This is not the fault of Bag and Baggage as B+R repaired the bag, but you would think there would be some sort of quality control on their end. A B+B employee handed me my still-damaged bag with a smile, and took my ten dollars for shipping. It wasn't until I looked in the bag before leaving that I noticed one of my dividers was still torn loose. Very, very dissapointed with my experience. I had high hopes. Now I get to go back to school with a janky, half repaired backpack. It would've saved me time and much hassle to have just bought a new one and moved on...

I haven't even stepped foot in this store yet but ... they get 5 stars .. I'd give more if I could. I'm currently on an extended stay in Europe and have had the handles break on two of my Travelpro suitcases. I emailed them because I'm going to be in KC later this month to see if they could get parts to fix my bags while I was there. They emailed right back and Erin asked for pictures etc and said they could fix. After sending info to Travelpro -- it was discovered that they did not have the parts to fix and Erin responded back that they were going to replace my bags for me since they couldn't get the parts. Just the best customer service ever !! I can't wait to thank them in person and pick up...