This is a 5 star for Handy Luggage and Briggs & Riley.
My husband's large wheeled B & R suitcase had probably seen more than 1M air miles and looked like it had! We brought it in to Handy, a certified B & R repair shop, for a repair on the extendable handle, a slightly sticky wheel and generalized tattiness. A few weeks later we received a call to pick up his suitcase and instead of receiving his patched up suitcase, they pulled out of a box a brand new large Baseline B & R wheeled suitcase and said that because the repairs were so extensive that B&R would just replace the bag for free.
Forget the fact that my husband's suitcase was well over 12 years old and that we only paid around $300 for it. At Handy's behest and with no fuss, Briggs and Riley replaced it for free with a bag worth now close to $700, again with a full lifetime guarantee. No other luggage company, Tumi included, has that kind of warranty.
I was glad for Handy's sake that there were a couple of customers looking at the B& R luggage when I came in. If that didn't persuade them to buy, I don't know what would. I also took the opportunity to purchase a B&R wheeled roll aboard since there was a 20% discount and discounts are a fairly rare occurrence for B&R.
The service at Handy is helpful, friendly and knowledgable so this is the only place that we will go for our luggage needs.