Overview

Don't like Away anymore. They are now like every other American companies who only reach out by email and then only 1-2 days later. Very frustrating and insulting. I will never buy another piece of Away luggage. You have lost a huge fan!

Sadly, this was not the suitcase I was looking for. I want to love it but I took it on a month long trip to England, Ireland and Scotland and was very disappointed in the design. Did not roll as easily as I was hoping and did not hold as much as I thought. The clam shell design is just awkward as it does not fit on luggage holders in hotels and B&B’s so I had to put it on the bed or floor each time I wanted something in it. Upon returning from my trip, AWAY said I was TWO days too late to return it, but it looks like that may not have been possible anyway, according to other reviews. I am going back to my 15 year old Samsonite. Don’t know why I thought I wanted a new suitcase anyway. I won’t be using this $$$ AWAY bag again.

The suitcase itself is beautiful. Do NOT pay $50 for the initials or personalization. It looks nothing like it shows online and in fact makes an expensive suitcase look very cheap. I’m so upset that I paid $50 and got a literal sticker slapped on my suitcase. Plan on scraping it off, that’s how disappointing it looks. Company won’t accept returns or exchanges now either. Terrible customer service.

Away’s incredible poor customer service. I’ve reaching out to their team regarding my return (brand new, never opened, just wanted to change diff color). They never get back to me. I have to send a message to their Instagram account and have them to reach to their team to do refund.

First of all... this company has TERRIBLE customer service! It's impossible to reach anyone within a reasonable amount of time in order to change an order before it goes into production. I ordered two suitcases, and paid to have them shipped 2-3 days because I need them to fly out in 5 days... i never saw that adding monograms to the suitcase would cause it to be delayed by 2-3 weeks... and yet I paid for 2-3 day shipping. Why the heck would pay an extra hundred dollars to have them shipped in 2-3 days if i can wait 2-3 weeks. They said its stated on the website... well, i went back and searched for it, and it's noted in a very tiny print. Nothing alerted me or notified me when I went to finalize my purchase. What a way to exploit customers! Make is complicated to get in touch with anyone... only allow emails... and refuse to help a customer. What happened to customer service?? AWAY definitely needs A LOT OF HELP! Now, I forced to spend an additional 1000 on luggage because AWAY finds every WAY to exploit and take advantage of customers.

For some reason, I checked the reviews *after* my purchase. I therefore had low expectations (3.3 average at the time of writing this review). However, the products (packing cubes) came in 2 days, are of good quality and are lightweight. Perfect. I'll perhaps remain cautious of some of the items given others' reviews, but I'm a happy customer.

A gift to my daughter, a backpack which was supposed to be Away quality but the zipper has malfunctioned after only a handful of wears. Away warranty only covers one year for defects? I would expect a company such as this to stand by its quality. Very disappointing but there is good competition to Away.....

Bought a carry on flexi and it was delivered quickly. It’s too small and the return process is still ongoing. You can’t speak to anyone. I keep getting sent invalid return barcodes that DPD don’t recognise so I’m unable to return it. I’ve written to AWAY but just get an automated response. Don’t buy anything from them, if there’s a problem you’re sick with it.

Suitcase that I purchased just last year is already full of dents, the polycarbonate shell is NOT as resistant as you've hoped considering the price. EXTREMELY disappointed with the quality!

This is my second AWAY purchase. The first, although I paid for it, didn't come with a monogrammed tag. The second is just laziness on the part of their customer service department. I ordered a backpack - with a monogram again - on a thursday afternoon. I contacted AWAY the next morning and told the to ship the item to the recipient, rather than to my home address. I had also received an email stating that because of the "special order" may purchase would take longer to ship. As I received no acknowledgement of my change of shipping address, I wrote again. No response. Then I received an email saying that - "oops - sorry - your package has already been shipped - we can't make the changes you requested - you do it via the post office." Are you kidding me? If a purchase is to take longer to prepare, (due to the monogram request) how can it be shipped within 3 days? And now I have no idea where it will arrive? To my house? To the recipient? Horrible. Horrible Horrible.

Incredibly disappointing luggage. I ordered the bigger carry on after hearing rave reviews for Away luggage. Unfortunately I used it for the first time after the 100 day refund window. My biggest disappointment are the wheels. They work beautifully on smooth flat surfaces, on anything else the bag gets caught and wants to tip over. Also the outside of the bag had deep scratches and dings after one checked flight. This product is way too expensive for the poor quality and performance. Don’t buy one!

Horrible customer service. I contacted Away to request a return within the 100 day return window and never received a response. After multiple attempts to contact them, I finally heard back after the return window had passed. They then claimed that they had no record of me contacting them during the return period even though I contacted them well before 100 days had passed. After I finally heard back and was emailing with an agent (as they inconveniently do not have customer service by phone), multiple of my emails were left unanswered and I had to remind someone that I never received a response. Ultimately they did not honor their policy and did not provide me with a refund. This company is intentionally deceiving and scamming their customers to avoid honoring their own policy. Do not order from Away!!! This is the worst customer service experience I have ever had.

Buyer beware. I bought the larger carry-on on a Sunday and selected expedited 2-3 day shipping thinking it would arrive latest by Thursday for a morning flight Friday. The luggage didn’t arrive until end of day Friday. They wouldn’t refund me the expedited shipping. BEWARE there is a 1-2 processing days that’s not factored into the shipping date during checkout when you’re making shipping decision.

I purchased the luggage and have been waiting for the matching bag since July. Never used the luggage and still in box. I got tired of waiting for the matching bag and purchased another set. They refuse to return the luggage even through the clearly have a supply chain issue and keep items on their website that are not available for almost a year! Bad customer service, the bag would easily sell again since it's untouched in the box.

I ordered the large aluminum bag thinking it would be sturdy and look great. Unfortunately, because of the material it is made of, it is even more prone to dents and scuffs. I currently have 6 BIG dents in the suitcase, so much so that the airlines all mark it "damaged" upon checking it in. I have tried to ask the customer support team to assist and their response was "we think of these dents and scuffs as souvenirs of your travels." Which is just code for we don't cover that in our warranty even though it clear the material this bag is made out of should not be used for checked luggage.