Away Reviews

Service here is awesome. Staff generally really cool. Space is designed to an inventor it s life and the coffee counter area where I still have yet to see them serve is gorgeous. Large chunky terrazzo stonework and NEw York

I have owned an Away suitcase for years and the zipper recently broke. Perfect opportunity to use the warranty or purchase the next size suitcase for a quickly approaching trip if it can t be fixed in time. Called the Bond Street store for more information about how to get my luggage fixed (details are not clear on the site regarding how to initiate the process). Also wanted to check inventory on the new potential piece. Phone rang, recording played no answer. For two days. How do I know if I can bring my bag in for repair?! I don t know. So I don t bring it all the way to the store. I ll still make the trip for a new suitcase though. I traveled over an hour to this store and was told the bag I want is not in stock, it can t be delivered to me because I m out of the couriers range and my zipper might be fixed on my existing bag if I wait around for it maybe. When asked if they could contact the Williamsburg Pop-up the answer was no, they don t have a phone. It s a pop up, so I get it, but no managers are in contact with other managers, or corporate or any one employed by the same company to inquire about availability, or any operational function? At all? When I mentioned I couldn t reach anyone via phone at this Bond St location either, the response was we turned off the phone because people are calling just to yell at us . I went completely out of my way to give Away more money and wasted every bit of time and energy, which could have been avoided if someone could pick up the phone anywhere in the company and manage customer expectations, but the staff is afraid to get yelled. I walked away so I wouldn t scream in person then trekked back home for over an hour empty handed and confused. I won t have time to come here again and there s no guarantee they can fix my bag if I do. There s no way of knowing if the luggage I want in the color that matches my existing bag is in stock without revisiting the same process. Sorely disappointed. Super resentful the product is great, and the marketing is compelling, but the experience falls short in the customer interaction in person. Just answer the damn phone, Away.

UPDATE: Online customer service got back to me regarding fixing my bag. There s hope the warranty is legitimate.

Store employees were very helpful, not pushy, and polite. Came out with a medium carryon, and felt that the employees let the product sell itself. What a concept.

I went to the store early in the morning around 11 AM before the crowds, and was greeted by friendly staff and beautiful luggage. It s hard to resist to buy everything in the store. They even do a three hour delivery window with Manhattan.

Great in-store experience! We had encountered an issue with an online order and the in-store sales associate was extremely helpful in turning a negative experience to a positive one. Would recommend.

The luggages themselves are good, wish I could say the same thing about the Customer Service at this location! I don't expect to be waited on hand and foot but unless you're white, don't expect to be helped. I asked some simple questions and the employees were answering me in the most awkward pausing cringe-worthy way like I asked a dumb question. I do not recommend this location at all and suggest you purchase online or elsewhere! Watch out for the rude pregnant blonde chick and the rude gay guy!

I'm so obsessed with these bags! I went into the new store and had the BEST experience. everyone was so friendly and the store is absolutely beautiful! Love everything about Away!

I'm in love with my new luggage. Very durable. Survived many Italian cobblestone streets.

Fantastic customer service, suitcase had broken in some spots and they gave me a brand new bag on the spot without even asking. Thank you!

Terrible shopping experience. I visited the store to purchase their aluminum (bigger) carry on. After I paid for it, they just made me wait a long time and when they brought it out, the employee was did you pay for this? And when I showed him the online receipt, he pointed at my luggage on the ground. I had to pick it up and go through everything (to make sure everything works) myself. No one helped or offered to help. I left the store feeling bad. I don t want to be treated this way when I am spending $500+ They should consider retraining their employees

Terrible warranty policy and customer service. Have purchased five products but will never again. Poor quality product, specifically The Large. Part of the wheel came off after only two flights. Warranty claim and customer service feedback was basically sorry but you need to find your own box big enough to send The Large back for a warranty claim which resulted after less than a couple months ownership. Wasted time trying to find a box as none of my local home improvements chains or UPS carried boxes at the time large enough. Company refused to send a box for me to send back or a replacement for exchange and told me that if I did find a box they will not reimburse me for the cost but provide store credit for my out of pocket expenses needed to facility their warranty process. Will never purchase again.

Great suitcases but buy it online unless you want to wait a while for someone to even acknowledge you're in the store.

The sales people are very pleasant and tidy. You can order on the phone and pick up in store.

NO way to contact and speak to an actual person. All of the phone numbers are an automated recording directing you to email customer service. I emailed customer service and they directed me to CALL the store. I obviously did that prior to emailing but their was an automated recording for the store phone number as well. Any company that doesn't allow access to speak with someone at a store for a quick product availability is not a company that I want to purchase from. If they can't tell me if someone is in stock WHY would I want to go out of my way to purchase something from a company who can't provide me with a simple yes or no answer. I'm a millennial so i get technology and emailing BUT if your customer service email can't provide an answer then there should be a number to call. I won't be purchasing the products that I was calling about because it has been a frustrating experience thus far.

Away luggage is awesome that s why I came back for a bag after a year of purchasing my carry-on suitcase. The in-store experience is definitely way below expectations though I don t feel being appreciated at all. I understand it s the end of a hot summer day and you guys have other customers buying 3+ suitcases, but come on, this is the retail service for selling a $ 200 small duffel bag. Totally disappointed compared to my last experience at the same location. Don t get me wrong. their products are still cool and if you re not in a rush, just order online.

I wanted to love the carry-on luggage I purchased from the store, but on my walk home after purchasing I noticed that it was a lot heavier than carry-ons I ve owned in the past. Also, when carrying the suit case using the side handle, it hurt my hand ( the suitcase got knocked into by a passerby while I was holding it and there s no padding material by the handle, it s just the outer case material). Looks like I ll be returning for something more lightweight with comfortable gripping.

I''d give the store 5 stars, but first the location is not Bond street at all!
So save yourself walking up and down the street trying to locate, store as it is on Lafayette almost in the middle of the block. Away should put that info somewhere visible, either online or on the street!
The doorman residential building on 10 Bond street mentioned how many people walk in the every dry day trying to find the store.
The protection bag had a green stamp stain and luggage label some deep dents...mmmm..
Sales girl was helpful and friendly and replaced those after I showed her.

Customer service needs work here. The associates all seem either confused or nervous. Not very personable. I came into the store with my mind set on purchasing but I m disappointed in their associates. I bought the white carry on but the one that was showed to me has some scuffs on it so I asked for another one. Didn t want to buy a new suitcase that was already scuffed. To my disappointment the associate came back out to tell me that was the last white one. I honestly feel like it was a lie. I had no choice but to buy it because I would be traveling in a few days. ALSO, I never received my electronic receipt (checked my spam folder and everything). Definitely expect better service for the price of merchandise being sold.

Update: after the previous incident, I was contacted and was told to come back so they can switch out my suitcase. The associate there noticed right away that my luggage was not rolling correctly and apologized on behalf of the previous associate that sold me the lemon .
I also recently lost my battery pack and contacted customer service and they were amazing. My warranty had expired by a few weeks and I offered to buy a replacement battery pack but they shipped one to me for free.

I have owned an Away carry on for about a year, extremely pleased! The company upgraded my suitcase to accommodate an easily removable battery. They sent me a retrofit kit. I was having a difficult time with the installation so I called this store. I spoke to the manager, Cecilia, and she immediately ascertained they had sent me the wrong model kit. She asked me if I would like to have the correct kit delivered to me by messenger, of course at no charge, but it would take a few hours. This has been the best customer service I've ever experienced. Thank you!

Lovely store and I love the products! I have the Carry-On (Sand) and the Daypack (Navy) and they are absolutely perfect!

To be frank, for how expensive this suitcase is, I was expecting a cooler experience . It s a very basic store with some of the bags in stock. The end.

DO NOT GO INTO THIS STORE!

I just had the worst experience in this store. I wanted to check out their stuff (which seemed fine), but the staff was so incompetent and obnoxious that I ended up going to Muji instead and buying my suitcase there.

The guy who purported to assist me clearly has an issue with helping customers. He started by asking us "do you know how it works?" (Yeah, it's a suitcase, I know it works) and then comically showed us how to unzip it (ohhhhhh). We asked him "do the wheels lock?", only to watch him roll his eyes and, seemingly annoyed, responding that no, they didn't lock. (Muji suitcases do lock.) I left that store as soon as I could. Would not recommend.

Came in here to kick the tires before buying... really nice luggage and friendly staff. Still had to email for a few specific questions before buying. All was answered and I bought the largest one. You really can't lose with a lifetime warranty no matter what! I was on the fence between using air miles for a Sammy... or paying $ for this... I chose Away, better warranty and 100 day exchange or refund. Really!! those are the two best reasons to buy. Plus its nice and low key. I have not flown yet, but its half packed now. I saw two other 'carry on' units in EWR the other day- both travelers loved them (yeah I asked)... I have until early Sept 2019 to return or exchange... I'll update around that time.

Thank you John for your expertise and professionalism.
Yes, great products, but it s the great service that is what really counts.

This product looks beautiful when you take it out of the box, it makes you feel special and excited to travel. However, do not throw away the original box or packaging because you must use the original box and packaging to return the luggage should you EVER have a warranty claim. I guarantee if you travel, you will have a claim with this product. I loved my bag for the first few months, even when the USB port on the battery stopped working in the first month. However my love quick;y dwindled as other issues arose. The next thing I noticed was how easily my bag was scuffed and marred during use. I actually needed to scrub my bag after every trip. After 3 months, I had scuffs and marks that would not come off regardless of the amount of scrubbing I did. The final deal breaker was the first time I checked my luggage vs. carrying it on. When the case came off the conveyer belt it was dented...a big ugly dent in my fancy over priced suitcase. I assumed the damage would be covered under the lifetime warranty so I didn t file a claim with the airline. Come to find out that dents are not covered....and even if they were, I wouldn t have the original box and packaging to return it in so I m out of luck. The bag is just over 100 days old and it is ready for the Goodwill pile! Maybe the reason they ca;;ed it AWAY is you will end up simply throwing it away.

If you travel frequently and are looking for a long term travel companion, this is sadly not the right product for you. I can t imagine how severe the denting would be in a heavier bag. I have started noticing more and more AWAY luggage that has been wounded by actual travel. If you are the type of person the prefers function over form, this is not the product for you.

you can get letters put on your luggage or backpacks!

I purchased The Large and The Bigger Carry-On from Sam back in May on a visit to NYC. I had originally planned to purchase just The Larger Carry-On for this vacation but the hard-shell suitcase I traveled to NYC with cracked wide open so I was essentially forced to purchase a new large suitcase. It was such a pleasant experience and Sam was very patient with me as I was unsure if I needed The Large or The Medium. Basically, I'm going to be purchasing the additional two sizes I missed because I LOVE my bags so much.

Away is a great luggage brand that has truly disrupted the luggage buying industry. With their great colors and size options, you can finally go into a physical location and see what you re buying.

However, despite awesome features like a lifetime guarantee, I did wish there was more to
See at the store. Although all of their luggage selections are available to view, you can just as easily order all of them to your house and return the ones you don t want. I think making the store more personal would be the right way to go. Maybe offering unique designs or same day lettering could be a future option.

After looking through different luggages for a month, we walked in here, met the friendliest staff and walked out with a medium and a carry-on. Took them on three long haul overseas trips so far, the luggages did amazingly. Love!

Seriously these people in the store were AWESOME! Very helpful and nice. I lost my battery a few month ago and stopped by to get another item and they gave me a battery......Yesss I will be a lifelong customer for that gesture. Oh yeah the bags are lightweight and great even when they are loaded down.

In and out in less than 5 minutes. Super helpful and attentive staff. Great quality products :)

I went in to the store on Bond St because the displays were so gorgeous! I was instantly intrigued. While I didn't purchase anything on this trip in to the store, I was helped out by two associates, Beau and Cecilia, and they were both absolutely delightful. They both went above and beyond to inform me of the brand and they intricacies of the product. I am very excited to go back in and purchase a new set of bags for my future travel plans! Go in to this store and be wowed! Great product, great staff, great experience all around!

Omg Worst costumer service ever. Bought a bag during their 50% sale. Bag arrive defective one of the zippers arrive damage. Email their online order (only way to contact their website) it took them 1 week to answer they said they would send me a replace. One week later and I am still waiting for them to send me a replace bag. Now I am thinking I am never going to get it n their online people have no answer to my email after 7 days. Worst experience ever buying online. Run away from this company.

Great bags, design and feel. Customer service however in the NYC store was awful... rude, dismissive, impatient to name but a few...

Great luggage that I am ecstatic about. However, it shouldn't have taken me more then 15 minutes to get my luggage. The in store associates would walk past me as I was trying to figure out the compression system. I had to approach the cashier and ask for help. For the price of the luggage I was expecting more of a better in store experience and not lazy associates.

EDIT/UPDATE:

After several e-mails and much discussion, Away decided to work with me and make an exception to policy given my unique situation. Thank You! I am upgrading the review from one to four stars.

I recently purchased the bigger carry-on as I was preparing to move to the US Virgin Islands. While packing for the move, the inside webbing comes apart while packing. The case was packed to about 80% capacity, so no strain on the material thus failing without EVER being used. After contacting customer service when landing in the islands, I was told that they would live to help but they absolutely can not ship to the Virgin Islands, essentially leaving me with defective luggage. CS even refused to send a return label to process a refund. The one star review is for customer service that is unable to adapt or react to unique situations, and for an inability to stand by the warranty.

As soon as I walked in ... I was asked if I need assistance. Liza was pleasant, professional knowledgeable and didnt mind all the questions I had. My only disappointment was that the two bags that I finally decided on , one was not available :( .

Away products are awesome. Dropped in and bought a dop kit while in the city. Staff was really friendly.

I had a horrible experience with a bag that broke and the return policy.

Great location, very convenient for Away products. I have been here a few times and they always seem to be under staffed.

I have been thinking about ordering a a bag from AWAY for months and months. The images online are so appealing and they seem to get great reviews. My problem was trying deciding on color because there are so many fantastic options and I would just get overwhelmed and put off making a choice until the zipper on my existing bag broke.... so I did it, I took the plunge and placed my order online after carefully reading the shipping policy to ensure I would receive the bag in time for my trip later this week. Well days went by and I didn t receive an email confirming my bag shipped as it should according to AWAY s policy. I tried calling several times but could not get through to a live person. Now I was beginning to think maybe I was scammed? I wrote several emails that also went unanswered and I began to panic because I really need that bag for my trip and I couldn t seem to get any response at all. Then I decided to call the store in NY and was helped by Sydney who is probably the best employee AWAY has ever hired. Sydney listened to me explain the situation and then stepped off the floor to look up my order and then she offered me several options to help expedite the delivery of my bag. Sydney was so patient and pleasant and also very knowledgeable and really went the extra mile to ensure the delivery of my bag. I am most appreciative of Sydney s fantastic personal customer service including emails following up on our conversation. I told her I wish I could hire her! So, my bag pink bag arrived yesterday and I am smiling so large right now because I m a neurotic packer but this baby s got me so excited to pack! THANK YOU SYDNEY for making all this happen! You re the best!!!!!

I already had an Away bag (the bigger carry on) but while in NYC last we bought way too much to bring home.

I popped across to the Away store and picked up the large in aluminium.

The staff in this store are very friendly and super helpful.

Love my bag AND love all the books / magazines they have there.

I had the most wonderful experience here! The customer service was beyond fantastic; we were offered coffee/water & good conversation. The staff knew their products what would work best for what I needed. The whole process was stress-free. I could not be happier with choosing to visit & purchase from Away.

Interesting set of reviews here s my two cents. I came in today to have my luggage battery swapped out for the new ejectable one. One thing that was not made clear in the appointment email is that the actual entrance to the Away store is on Lafayette St and not on Bond St at #10, as is given in the email. Also, if you don t have the address memorized and try using your Maps app, it comes up as 60 Bond St., which makes finding the store annoyingly difficult, and you might be late for your appointment. My bad (sort of). Fine. No one made an issue that I was late, but no one wanted to hear about how hard it was to find the store. The guy who helped me was all business to the extent of being abrupt and curt. Barely looked at me directly, zero warmth or f-bombs given sorry to be crude but seriously? I don t need sparkling conversation but it d be nice to have a salesperson smile and look you in the eye. The other salespeople seemed preoccupied and incapable of acknowledging my presence. My bag was efficiently dealt with and I came away (no pun intended) with a new ejectable battery which is great, but after handing me my luggage back and making sure I understood how to put my battery into the compartment, this guy was walking away from me as if I d disappeared into thin air and he had better things to do. I might have been keen to see what was new at the store, but after this experience, that s not going to happen any time soon.

And btw, why DO they have a coffee counter area if they re not going to offer any while you wait?!

The staff knew their products very well and provided good customer service. The products are on the expensive side but decided to purchase based on their 100 day no questions asked policy and promise of support after this period. If you read some of the reviews on various sites, other cheaper products, wheels especially, caused some concern in my mind. It was reassuring to know quality parts were used, along with some recourse for action if the unthinkable happens (broken handles on competitor's products).
Having used the product on 2 international trips, I can say that the durability of finish is about the same or slightly better than usual and the feature to squish clothes via the straps useful. I wish there were more built in pockets though. Also, the handles don't move as smoothly and are a little small for my normal sized hands. Finally, side feet would have been nice for obvious reason and may add them myself somehow.
It is unfortunate that your account created via the web is not tied to purchases in the store. It would have been nice to have a record online, however more disconcerting is the fact that I cannot put in a good review on their site and that I just got SPAMMED by 3 identical advertising emails from AWAY. This was probably due to the web account, purchase at the store and ????

I still have to put the luggage I bought there up to the test of traveling. But the shopping experience was great. I came to the store just to check it out the carry on with the embedded battery And completely undecided about buying it or not, as they re kind of pricey. But the young gentleman who helped took all the time to go through all the models and explain all the features of each one very patiently knowledgeably. If you re in the market for a high end piece of luggage I highly recommend visiting their store.

Really great service! Went home with three new luggages, very happy with it. If I had to nitpick I'd say a bit more attention to detail when explaining the luggages would be great but not a big deal. Beautiful space as well!

Earlier this week I revisited the store in need of a medium carry for my upcoming trip. I had purchased before a carry on by Rashida Jones and was very satisfied with my purchase and the help I received. When I entered I was greeted by everyone and offered a cup of coffee. The employees there were very helpful as they answered all my questions and concerns. I left with my purchase happy and informed . I would definitely recommend everyone to visit the store , and i will be going back for my future trips.

So obsessed with this store and cafe! Such a chic staff and beautiful products from the luggage to the travels guides! I was worried about which color to purchase but the staff let me know a magic eraser works wonders! Top notch experience all around!

Great customer service. Friendly staff, and their luggage is the best, most durable I've ever had.

Manager Alex was extremely knowledgeable! He talked a little fast, because he knows the product so well, but he was happy to slow down when I told him he was moving too quick. He was honest about what was a good deal, and what he felt wasn't worth it. These products are (hopefully) wonderful, with a LIFETIME guarantee. In three years, they said they only had to replace two wheels, but the mere fact that they replace the wheels in the first place is awesome. It's definitely expensive, but as a young family, these suitcases will hopefully last us 20 years. They've got all the products in this storefront that they have available online, which is impressive.

Great customer service, great selection of all various bags in different colors. Enjoyed the experience.

The store is busy. So it could take a bit time to get help. I struggled paying with foreign credit card as they have one of the newer machines.

Had a very pleasant experience at the store. I knew what I wanted when I got there having researched it online to an extent, so I was in and out in 20 minutes. Took a few mins to get someone s attention, but in their defense, there were several customers in there when I went. Ashley was very nice and on top of her game! As others have mentioned, it s really not on bond street, it s Lafayette.

Love their carry-on luggage - it's light, beautiful, and the built-in charger is incredibly useful. I travel a lot and it's held up amazingly!

A friend shared with me this new suitcase that was launching early 2016 and I signed up to be one of the first to purchase. I love this suitcase. I used it on 2 or 3 trips and noticed the charging pack had become loose, so I contact Away via FB messenger asking how I could fix it. They asked me to return it and they sent me a brand new one. I have not had any problems with the second one. It's been on at least 5 trips now. The charging pack works great for when I need it. Customer service is prompt and friendly.

What I actually love about the case is how much it can hold and how very light weight it is. I can pack for 2 weeks in the carry-on suitcase, including a pair of heels and running shoes. The compression packing system works well for me. Spinner wheels are solid and moves easily.

I've been contemplating buying an Away luggage for the past six months. I finally decided to get one today and although I am very pleased with my actual purchase, the customer service at the store was not up to par. Away is a premium brand so I expect the service to be held at the same standard.
I stayed in the store for less than five minutes, asked a few questions and made my purchase. During that time, it really felt like I was bothering the staff. They were all "hiding" behind the counter and small talking with one another.
I rarely complain but when buying a premium/luxury product, you should get all the help and support needed to talk you through the purchase and more.

Great suitcase, friendly customer service, and well-designed shop.

Excellent customer service!! The representative made sure I received the luggage in time for my flight the next morning. I am eager to use it!

Staff was very helpful and was very quick!! Great bags too

It's a great brand. The products are of high quality. However, the day we went to this point of sale, we were poorly received by a salesperson. We knew what we wanted and we knew the brand, but if it hadn't been the case we wouldn't have bought anything.

I spent a minimum of one hour just trying to decide what color I wanted. I was totally overwhelmed with the friendliness of the staff. They were so helpful, knowledgeable and more. The friendly atmosphere was contagious because I met several customers like myself trying to decide color, size etc. We asked questions and even listened to each other's questions and the staff's comments and answers. I could only afford to buy one piece of luggage today but I will be going back because I have 100 days to take advantage of the discounted price for buying the 2 pieces I wanted. Love this store and their luggage has a lifetime guarantee...all in all it was a win win situation.

They don't let u house they're bathroom even if u are spending 1000$ in 5 minutes in there shop .

Walked in this weekend to check out the suitcases and really liked what I saw. Pretty crazy to see an entire staff wrapped in sweaters and coats because there isn't heat in the store not to mention the employees coughing left and right. Probably wouldn't return without a hazmat suit for those germs. Warmer in the snow than it was in that store.

Came in on a cold day and got a nice hot cup of tea. Great folks at the store as well -- definitely worth a visit!

No pressure salespeople were extremely helpful. Great sales experience...hoping the carry-on works out well!

I had purchased one of these bags and thought it was great till I found out you can not board planes with smart bags that have lithium batteries. Mine is screwed in and does not come out easily like the new ones. Not a great bag to travel with if you can not board planes?????

This place was fantastic. Everyone was very friendly but not overly pushy. They were very understanding of our toddler who wanted to push all of the luggage around the store. They answered all of our questions and were very patient with us.

The best suitcases and travel bags. The colors are beautiful and quite light. They are excellent for all tastes.

Away offers quality products and a nice retail experience, but Muji offers comparable suitcases for a more reasonable price.

Excellent customer service! I got exactly what I wanted and I love my carry-on bag! I'm so excited to have gotten the limited edition Rashida Jones color I wanted. The store was beautiful and clean and so were the associates

Bags are amazing, but service in the store is not good, better to buy online. There were a girl in the counter that looked angry every time I asked something and there is another boy that was worst

I am reasonably happy with the purchase so far, and was moderately happy with the service at the store. However, I was specifically told, twice, that my email would not be used for marketing purposes, but simply for sending the invoice. I did receive the latter, but not 24 hours later also have started receiving spam. The ability to "unsubscribe" from something I never subscribed to hardly makes up for the dishonest, frankly illegal, collecting of my email. The store and the company need to either make it clear for what purpose they are trying to collect contact information; or stop collecting it. The deceptive behavior I experienced belongs to another era of communications altogether.