Alex V
Finally received my away luggage today. Staff members were super friendly and knowledgeable about the product. Jai made the experience easy and took her time explaining everything.
What reviewers say about Away
Customers generally praise the helpful, polite, and non-pushy store employees, with some noting that the staff lets the product sell itself. Many reviewers appreciate the quality of the luggage and the thoughtful features designed to solve travel problems. However, some customers have expressed disappointment with the in-store experience, noting that service can feel below expectations or that warranty processes are unclear.
What does Away do?
Away is a modern travel and lifestyle brand that offers high-quality luggage at an affordable price point. The company designs special objects for modern travel, starting with luggage that features thoughtful solutions to real travel problems.
What are the most common complaints about Away?
Critical reviewers wrote that the company has terrible warranty policies and customer service, with one reviewer noting that a wheel came off after only two flights. Another critical reviewer described a terrible shopping experience where they had to wait a long time and inspect their own luggage without assistance. A third critical reviewer claimed the company is racist and described the customer service as awkward and unhelpful.
What do people say about Away outside Trustburn?
People outside Trustburn discuss using Away luggage for various travel needs, including compliance with airline size limits and carrying items for business casual events. Some users report loving their carry-on bags for their capacity and durability, noting that the bags still look great after several years of use. Others mention specific features like the ability to wear certain models as a crossbody or the convenience of top-opening softside designs for managing luggage in small spaces.
AI-generated from reviews on this page. Verify anything important with the company directly.
Chris Carnation
What a beautiful store! Everyone was so helpful when it came to deciding on the right size!
Matthew Spaccarelli
I travel more then most people. And I use my Away bag every day. I bought the bag because I was tired of replacing cheaper bags, so the lifetime warranty spoke to me. I'm just under a year of ownership and I didn't use the bag for 6 months because of a back injury. The bag is holding up great. No problems with it staying together. The only thing I have to report is that my battery is making a buzzing noise when I'm charging my phone. I tried calling Away but their customer NO service phone number is just a message saying to email them. If I have to type an email I might as well make it a review. I don't want to type to you! I want to talk to you! I paid a premium for the bag for the warranty and that feature. Why even list a telephone number if your only going to disappoint?
Bryan Carroll
Christophe Cochon
Alan Walbeck
They are good at taking your money, but they won't honor the 100 day return policy. I sent the luggage back within a week (my wife didn't like it), and it's now been almost 2 months and they still haven't reversed the charges on my debit card...and I'm not sure why I have to baby sit the reversal...they have the luggage back, I have a receipt and they haven't made the correction. I shouldn't have to follow up to make sure they do what they are supposed to do.
Adrienne Fleckman
My experience at AWAY (July 15, 2019) was excellent. I left delighted, with 2 perfectly sized bags. One is an international carry-on - precisely 55x35x25cm, the second a backpack that is beautiful and fits the exact dimensions of Air France's personal item. The person helping me (sorry I didn't get a name) was extremely knowledgeable, patient and helpful with advice. The choices of colors and sizes was excellent. The store is quite lovely. The guarantees are remarkable. I'm incredibly pleased to have found this store and their merchandise.
S Allen
Aryn O'Donnell
Michael Cohen
Veronica Blanco
Christian Rojas
Kristin Martinez
Jai was so helpful in resolving an issue I had with the Away online store. They went above and beyond to ensure that my issue was resolved promptly all while maintaining a friendly and positive attitude. It is because of their incredible customer service that I will continue to purchase product and recommend Away. Thank you again, Jai!
Barbara Kohen
Excellent friendly service! They had all the knowledge of the products. Arrived 7:58 and was expecting doors to be shut but they let us in and did not make us rush! Can t wait to try out my new suitcases!
Michael Javid
Rise brand cold brew coffee provided complementary. Very good customer service. Glad we went.
Jesse Moore Perrin
There is no question, this is the best luggage my husband and I have ever owned. It's durable, stylish and very compact... yet fits more items than you can imagine. I now feel good walking through an airport looking good with luggage.
However, this is not why I am reviewing them. I wanted to leave this review because of their customer service. Bar none, my experience with them has been top notch. We recently had a minor issue with one of the pieces and I emailed them about it being fixed, in less than a four day email conversation, they sent me an entirely new piece of luggage and rectified the issue quicker than imaginable. And they did so with a very polite and professional demeanor. I am a lifetime customer now. Thanks Away!
Phoebe O'Neill
Great store...service is a little slow but I still bought something.
Harb Eljada
Megan Huang
Nice employees. You can get customized name tags in 10 mins.
Marcelo
It s just luggage, I don t get why people want to have great experience buying it. Pick your color and size and that is it. I was a bit disappointed with Away quality. I expected more after all the hype. Muji is a bit more quality and cheaper and rimowa is better but more expensive, but away is ok.
Usha Mallya
Fantastic store, excellent customer service! Loved my experience here
Linda Samuels
They say to call to see if what you want is in stock but the phone number only has a prerecorded message and no way to speak to anyone in the store.
Ridiculous.
Jacob Boatman
I like my suitcase, but the service in the store was awful. It took maybe 15 minutes of me walking around the tiny store for anyone to offer any help.
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Away is a modern travel and lifestyle brand. The company is a vertically-integrated company offering beautiful, high-quality luggage at an affordable price point.
Away designs special objects for modern travel. It started with luggage, designed with thoughtful features that solve real travel problems—for life. Now all that’s left is the world in front of you and the people you share it with. Because getting Away means getting more out of every trip to come.
- Website
- awaytravel.com
- go@awaytravel.com
- Categories
- Leisure, travel & tourism