Review Time
I had to contact Away when I had a problem with one of my cases that I purchased a good while ago. It was someone called Ryan is Customer Service that dealt with my query and they couldn't have been more helpful. They really went above and beyond.
I had a frustrating experience with the support team. I received a large luggage item as a gift but decided I preferred a different size. Initially, it was on sale for 25% off, but the company refused to apply that discount for the exchange. I would have to pay full price, which was more for a smaller item. As a result, they lost my business, and I will be returning the item and purchasing my luggage from another source. It's unfortunate, as it seemed like a great product and I was eager to use it.
I bought a carry-on in a bright color a few months ago and only checked the interior recently. To my dismay, the inside was a different color than advertised. I reached out to the support team and learned that they have changed the interior lining to a darker shade, despite their online images showing otherwise. My bag is bright on the outside but has a navy interior, contrary to the gray lining that was promised at the time of purchase. They refused to exchange it for any other color, stating they can't guarantee the lining color on any bag and that my chosen color is out of stock. I'm really let down, especially since I've purchased multiple bags before and won't be buying from them again!
I pre-ordered a suitcase as a holiday gift on December 1, expecting it to ship by December 6. However, on December 10, I received an email indicating that my order was delayed and would arrive 'a few days past the original delivery date.' In reality, it was almost a week late. I interacted with both a bot and two customer service representatives, but they couldn't provide a specific shipping date. One representative suggested it would ship either the third or fourth week of December. When I asked to cancel the order due to the uncertainty, I was told that cancellations were only possible within an hour of placing the order. They insisted on shipping it to me and allowing me to return it instead. I proposed that it would be more efficient for them to keep it, but they refused to cancel the order. I then emailed them, stating my intention to cancel due to their failure to ship on the promised date. I asserted my right to cancel, warning that any attempt to charge my card would be seen as fraudulent. If they sent the suitcase, I would consider it compensation for the poor experience and would not return it, as my credit card company would dispute the charge. Interestingly, my order was canceled two hours later. Let my experience serve as a warning: avoid doing business with this company.
We 100% do not understand the negative reviews on this platform. We have ordered 10 - 15 different items (luggage, accessories etc) and have been happy with all. But the real positive has been how they have handled minor issues we have had. We travel internationally alot - and have had a zipper ripped off, a spine was flaking, a hub cap came off etc. In EVERY case they have gone far beyond normal service and warranty levels - and even more than we anticipated. Had an experience several years ago, they replaced bag - then had minor issues with 2 bags in last week (and I made a mistake on type of bag), they handled it all again far above expectations. Based on our experience - we cannot recommend AWAY enough for their products, but especially their service.
I pre-ordered a suitcase as a Christmas present on Dec. 1. I was informed that it would be available to ship on Dec 6. On 12/10, I received an email saying that the order was delayed and would arrive "a few days past the original delivery date." It was already almost a week past the original shipping date, not just a "few days."I chatted with both a bot and two live customer representatives. They would not give me a date certain when my order would ship. The rep said it would ship "the third week of December or the fourth week of December."When I asked to cancel the order since they apparently had no real idea when it would ship, they told me I couldn't cancel beyond one hour after placing my order. They would ship it to me and I could ship it back. I said, shouldn't we just save the time and money and YOU keep it? No, they couldn't cancel the order.So I emailed them: Please note that I have cancelled my Away order. Since you did not ship on Dec 6 as you said you would, the FTC rules mandate that you must allow me to cancel the order. I am exercising my right to cancel.Any attempt to charge my credit card by Away will constitute fraud. If you send me the suitcase order I've cancelled, I'll accept it as your attempt to compensate me for the horrible experience I've had with your company. No, I won't send it back and my credit card company will charge the cost back to you.Hehe, my order was canceled two hours later. But learn from my mistake: never ever do business with Away.
Away luggage is not as great as you would expect. I was gifted a carry on in olive. After using it once, it miraculously picked up every piece of lint and dirt in the overhead compartment of the plane. No cleaning was possible, especially with the little sponge. I returned it for black and have had it for a couple of years now. The black was scoffed and scratched after its first use also so it the material used. Most recent disappointment was the Daily Promotions. I tried to get the backpack. Logged in and had the item in my cart, tried to checkout at 11:59. Promo would not load. So at 12:00 on the dot, I hit enter, again…screen said processing and 2 seconds later SOLD OUT! Literally 2 seconds all 500 were SOLD OUT! I contacted customer service via Chat after being in the Chat for 29 mins, the response was I missed the hour allotted for the sale. Meaning the sale was 2 seconds long, sorry. I checked my texts to see that the alerts I signed up to receive arrived at 12:02. Two minutes too late for a 2 second sale. I then emailed customer service, who responded but basically reiterated too bad also. I think I’ve had enough of AWAY. They are just expensive and good at marketing but not product or customer service.
Hands down, they worst customer service experience I have ever had with any company, ever. Run very, very far away from Away. They canceled part of my order (one of two bags in a matching color) with no explanation and on the day the rest of the order was delivered. I didn't want one bag or the accessories without the other, so I tried to reach out to customer service. There is no phone number. Your only options are a chat-bot, which sometimes leads you to chat with a human, or email, which they only answer every few hours.Over email, CSR told me the bag actually was in stock, and convinced me to re-purchase it. I asked -- and received -- assurance that they really had it and would not cancel it again. Like an idiot, I fell for it and re-ordered. Guess what? A week later, the order was canceled without notice or explanation, putting me back into customer service hell. Couldn't get a straight answer out of anyone for days. I kept telling them I didn't want the rest of the order, but they ignored me. I ended up having to reverse the charges for the portion of the order they did deliver through my credit card -- at which point customer service finally started processing a return. But the stupidity wasn't done. I had received five items in two separate boxes. They sent me five return labels and threatened that my return would be delayed if I didn't use the proper label on each item. At this point, three days after they canceled my order for the second time, I'm still trying to get basic return instructions out of them. Every time I ask a basic question, they refuse to answer. A complete nightmare experience. I will never, ever, ever, ever spend another nickel with this outfit. At one point I told them I would rather spend eternity at the DMV than do business with them again. My only regret is that I cannot give them zero stars.
Really poor customer service. I was gifted a luggage which was too small- tried to exchange it and only offered store credit. The customer service rep said the couldn’t refund me the money because they needed to maintain consistency in their policy. This has been such a bad experience I wish I had never ordered from the company at all, but I’m now stuck with £176 in store credit.
Trash products. I purchased two suitcases. The tag fell off BOTH on their first trip. The zippers started sticking after using them a few months, and about 10 months of use, one of the bags had the zipper break off entirely while i was traveling, and I had to go buy another suitcase to get my stuff home. Away customer service has not been helpful AT ALL. Waste of money.
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