"I ordered a black Edmond duffle bag for my husband as a Christmas gift. No where on their website did they indicate that the monogramming would be the same color as the duffel bag nor did they show a photo of what the black monogramming would look like on a black duffel bag. They did, however, show a picture of the tan duffel bag with dark contrasting. When my husband unwrapped his gift, with great disappointment, I announced to him that they forgot to add the monogramming. He checked the other side of the bag, and that’s when he noticed small—about 3/4 of an inch—monogramming. It’s barely visible due to its smallness and it being black on black. BTW, it really isn’t monogramming, meaning, no thread is used, only an embossing gun/machine. I emailed the company and got a generic response. I responded to their message, once again giving the reasons why I want to be refunded for the $29.95 for the embossing. No reply to that email or another email I sent. They never returned my phone call either. Keep in mind that the duffel bag was no cheap date to the tune of $237.95 with a coupon. Ps. My husband just left another message, which is 12-days after I left one. I won’t hold my breath for a return call or refund."

"I tried to return a product within 30 days of delivery , and was refused because I was 31 days of purchase, even though it was only a few days after I got it. Would never buy from them again. "

"This past January I began my journey of purchasing a high-end bag for business travel and meetings. After much research I came across Briefcase.com. The site is very well done and functions well. In late January of 2022 I placed an order for a Tuscany Leather Bag which cost $500.00. The bag was on backorder (not a huge deal) and was delivered by mid-February. By the end of February, a main carry strap broke on the bag. Making it almost impossible to use for business. I sent emails and made phone calls to Briefcase.com with no response. Finally, I was contacted by Michelle. I suspect she is the only person in customer service. Michelle is rude, short, and simply does not care. I was told they would reach out to Tuscany Leather. After repeatably following-up I was told that Tuscany Leather would be sending me a repair kit or strap. I was also told I would need to go-out and purchase a "special" adhesive which I would need for repairing the bag. Studying the bag there is no means to repair this bag without commercial or professional tools and much experience. I have never received the kit. I am out of a very expensive bag and Briefcase.com simply does not care. Especially Michelle. This is essentially fraud, and it is criminal. This site looks fantastic and I am sure if you have no issues or problems things will go well However, once you run into an issue your out of luck..........."

"After purchasing what was described as a business executive laptop briefcase for my husband I was disappointed to receive a poor quality cheap looking item. I instantly returned it after having to request an RMA number or what I thought would be a prepaid return shipping label. Much to my surprise when I went to return it at the UPS store they told me that I had to pay the shipping expenses because briefcase.com did not. I warn you to stay away from this company. "

"When you are buying an expensive item, you expect at least minimal customer support. I purchased a $300 leather backpack that turned out too small for my needs. I didn't use it and didn't remove any tags. I just opened the box and placed a few textbooks into the backpack to check the size. I have no complaints about the quality, but I immediately emailed their support to provide RMA and return details when I found it has tiny width. I haven't heard back from them for more than two weeks, and seven other attempts of trying to contact them, despite their guaranteed hassle-free 30-day returns. I have no other choice except to proceed with chargeback via my bank. I will never purchase anything from briefcase.com and will be more careful with small businesses in the future. Services like this put a wrong impression on small businesses and customer preference for companies like Amazon. "

"I purchased a messenger bag for a gift and had it monogram. The monogram is not aesthetically pleasing to the eye. The letters look as if they increase in size as you read left to right. When I contacted customer service, their reply was insufficient. If you purchase from this company do not get anything monogram and do not expect any concern from customer service. "

"Sixteen months ago I purchased a leather briefcase for over $450. While I liked the product it unfortunately had some defects that made the briefcase not suitable for business travel. Problems occur with every product, but what troubled me is that when I contacted Briefcase.com they exhibited little appetite for customer service. Even when I offered to purchase another product, they offered no consideration.
If you want to do business with a company that values their customer and places a premium on customer service, I would strongly recommend you seek an alternative supplier.
"

"I purchased a briefcase that was defective, but the company claimed it was not even though i checked other manufactures.
I had to pay 26.00 to send the item back
Rip off"

"Worst sopping experience .Don't order . Irresponsible cheating company "

"Bought a tz 20 aluminum briefcase.
To my supprise it was not aluminum, but cheap fiber board with a thin AL vaneer so it looks metallic. They refuse to return the case because I ordered with etched initials... and that's just a plastic sticker they put under the handle, since you can't etch a fiberboard case.
This could be easily removed, but they'd rather use it to refuse return on a falsely advertized product.
I needed an actual metal briefcase for a demo model and now I'm stuck with this"

"I ordered an engraved briefcase for my son's graduation from law school well before his graduation date in May. It arrived on time, but was scratched and had a spot where the finish was worn off. Returned it and finally received the replacement today (well after his graduation). Surprise surprise - the replacement has a very visible scratch on the front and is not engraved. Virtually impossible to speak with a live person as their voice message always says that 'all' of their agents are busy. Not very good about calling back or answering emails either. My advice - spend your money elsewhere. "

"We ordered a briefcase December 1 as a Christmas present. By December 6 an e mail arrived stating that the order had been delivered, when in reality it had not. By the 22nd it still hadn't arrived. Our local post office had no record of receiving the order, and Briefcase.com's customer service team did nothing other than to state that the order had been sent (no tracking number, nothing). Thinking that the order had not been shipped or had been sent to a location other than ours, I left a review here to express my frustration with the lack of help. Then, on the 23rd of December the briefcase shows up.

As it turned out, the receiver of the gift, an elderly gentleman found the briefcase to heavy for him to lift and carry comfortably, and he wrote Briefcase.com asking if it could be returned or exchanged. Right around December 29th we had a telephone call from someone who identified himself as the owner of Briefcase.com. He stated our review was unfair since the briefcase was ultimately delivered and said he would not entertain a return request while such a review was on line, the implication being that our request would be considered if the review were removed. I agreed to delete the review and did so, and resubmitted the request for a return or exchange a week later. The response from Briefcase.com was a curt e mail informing me that customers who left negative feedback were not eligible for return privileges. I wrote back to explain that the reviews had been removed and asking Briefcase.com to reconsider its decision. It has been ten days and there's been no reply to that e mail.

Bottom line, while the briefcase was ok, it wasn't worth a three-week wait for delivery. The follow up and sudden change in return policy was not what I look for from a reputable retailer. Lesson learned. Next time I'm going back to Amazon to do business. "

"I received a "Luxury Leather Briefcase" as a gift. The workmanship is impeccable as is the quality of materials. The aroma of the beautiful leather fills the house. It's almost too beautiful to use! The order included a free Italian leather wallet. Molto bene!"

"It took 4 months for me to get my money refunded on a delivery of damaged merchandise. I notified briefcase.com within the appropriate time period but they do not answer their phones, do not return phone calls and delay in email responses. Thankfully, my credit card company took all my phone records and email records along with their smarty pants responses and was able to credit my account for the damaged goods. Four months of unnecessary drama. Buyer Beware! "

"I received my briefcase about a month ago and I absolutely love it. I am very picky on what I spend my money on and my number one criteria is quality. The staff at Briefcase.com answered all of my questions and pointed out specific products when I told them the features I wanted in my briefcase. I have received many compliments on my briefcase, which is the Floto Milano Sleeve, and I am always eager to brag on Briefcase.com and my pleasant experience with their company. "