Away
Reviews and Complaints

I received this suitcase damaged - the box was smashed and the suitcase dented. I also never received the personalized luggage tag. I immediately contacted Away, it has been nearly a week, and I have not gotten a response. I also tried calling the customer service number, but it is just a pre-recorded message with no option to speak to a live representative.

Placed an order with the company, at the final order screen I received a error message that the order could not be placed with a code. I tried again with a different card. I now have 3 pending charges from this company, no confirmation of my order, I've sent several emails requesting they call me immediately, I was told nobody could call me but they sent me an email (which I did not receive).

I paid $35 for expedited shipping and the bag did not arrive within the window they committed to. They are not agreeing to refund my money for the extra cost. It was a big deal as the bag didn't arrive in time for me to even use it. Very frustrated. I ordered it on 8/15 with 2-3 business day expedited shipping. Even with the 2 days to process the order, it should have arrived, worst case, by Friday, 8/21. It arrived 8/23.

AWAY had a sale yesterday. Due to what I assume is high online traffic volume, the website was glitchy. I placed an order for a suitcase and a backpack. I never received any indication that my order went through, except that my credit card was charged for the amount. I emailed them 4 times, at several different email addresses, and no one has gotten back to me. Originally, my order number was there written on the Account page, but now the number has disappeared, but my card is still charged.

I purchased a Away Tote Bag 3/29/22. I used it once and a few rain drops landed on the bag. The dye from the inside of the bag leaked and destroyed (got dye on) some of the items in my bag. I emailed Away on their website, no response after 10 days, I emailed Away again, still no response after 10 days. I used Instagram and messaged them. They refuse to exchange the defective bag for a new one. I paid $60 and now have a bag that I cannot use. I would like the resolution to be a replacement tote bag. I would be happy to return the defective bag.

On Friday I placed an order online for an emergency trip the week after. Because the status didn't change, I contacted support and they told me it would only be shipped on Wednesday, so I panicked and the representative advised me to buy it in store. He assured me the online order was canceled and I would be refunded. I took expensive rides to the store and purchased it there (Receipt provided). It was costly. Yet today, I received the luggage the representative claimed was canceled! I was billed for both and incurred significant losses. I demand an immediate refund. A refund is the only resolution I will accept.

I ordered a backpack ($195) from AWAY Travel on July 30. More than three months later, I still have not received it and am not getting any real results when I contact them. I have contacted their customer service at least three times. Each time I was assured that they were locating the item and would get back to me. After my first attempt, the cost of embroidery ($30) was refunded, then I received an email saying the item had shipped. A shipping label was created and to this day that is all that shows in my account on the AWAY web site. Next they said they would start an investigation with *** but I never heard anything after that. At this point, Id just like to have my money back.

I purchased a large navy suitcase from Away luggage on 10/11, when I received (10/18) it the box was banged up and the original seal was broken and tapped up a number of times. I thought this doesn't look right, so I opened the box to find a used or previously returned suitcase. I reached out to Away on 10/18 they finally agreed to send a *** return label and stated they would have reordered the suitcase and I would received an email regarding shipping the new suitcase. I returned the used/previously returned suitcase via *** on 10/18 tracking number ***. To date I have not received the shipping confirmation, I have reached out and was advised that I would receive the information within 1-2 business days, and now they are not responding to me email requesting the status. Away doesn't have a working phone number I can call for assistance. Please Help, All I want is a new suitecase I paid $300.00 for

On 9/18, I bought a suitcase for $216.75 from an online retailer. The payment was processed through a third-party service. I received confirmation of payment but no delivery updates. By 9/25, the tracking showed no progress, prompting me to contact customer service. On 9/27, an email claimed the item had shipped, yet the tracking status remained unchanged. Multiple attempts to reach out for assistance went unanswered. As my trip approached, the payment service confirmed the retailer was paid, but the responsibility for resolution lay with the retailer. With no response from the retailer, no product in hand, and the payment period closing, I'm left with no options. Unable to find a contact number, I'm concerned about the retailer's legitimacy and now seek a refund.

Last month (July 22) I ordered a suitcase from this company. It arrived and was not the quality as described, as the outer shell felt flimsy and already bowed inward. As they advertise a full refund for up to 100 days (I had it for 2) I attempted to call the company but there is no customer service telephone number available, I emailed the company. When I did not receive a reply, I discovered a way in which to request a *** return label, which I did. I received tracking info that confirmed it was received on 7/22/22, but so far no credit has been issued. I've emailed customer service but received no reply. The order number is *** The *** Tracking number is below Proof of Delivery Dear Customer, This notice serves as proof of delivery for the shipment listed below.Tracking Number. *** Service *** Ground Shipped / Billed On 07/21/2022 Delivered On 07/22/2022 10:39 A.M.Delivered To ***, , *** Received By DROP Left At Dock

My daughter received the Away Carry On luggage for a birthday/graduation gift from her aunt on June 20, 2022. She wanted to exchange it for a larger piece, the Medium from Away. We returned the original and contacted Away multiple times with slow responses and no resolution. They lack a phone service, only offering email replies promising a call back within a 2-hour window. As a camp counselor, my daughter couldn't wait for the call, so I was to receive it instead. However, no call came. I'm concerned Away luggage may not be legitimate. We're seeking an exchange for a larger size and are willing to cover the cost difference, or we want the original back, or a credit for the aunt who bought the gift.

Hi there, I purchased the Everything Bag in coast nylon in August from a retailer, and the following week the price dropped from $195 to $97. Since I was still in the return window for the bag when the price drop happened, I attempted to contact Away travel many times to obtain a price adjustment for the product. I called Away multiple times but was instructed to email and expect a response in 24 hours. However, I emailed on three occasions in September and also submitted a request on their website, to no avail. I have received no response to any of these requests and I'm unsure how to reach them to resolve this issue. I have spent a lot of money purchasing bags from Away and am extremely disappointed with the customer service. Had I known the company would be unresponsive, I would have returned my original bag and reordered it at the new price during the sale. The company does not have a direct phone line for consumers, and they have not answered any of my emails. I am seeking a resolution to this matter.

On 9//2020 I made a purchase with Away Luggage for a white bigger carry on suitcase, a white large suitcase, and a white mini case. This purchase came out to $352.95. I never received a confirmation number but my card was charged. Later that same day I made a second purchase, which included a white medium suitcase and a black nylon everything bag. This second purchase came out to $251.07. On 9//2020 I ordered a black bigger carry-on garment bag and personalized letters for my suitcase. Later that day I received an email saying my purchase was being refunded. They did not say which order was being cancelled, but they could not fulfill my order which they had already charged me for. I did not request a refund nor did I cancel any purchase. I waited a few days and $352.95 was being placed back into my account, so I knew it was my first order of the bigger carry on and large suitcases. I IMMEDIATELY replied asking the company to cancel my additional orders because I ordered a matching medium suitcase for the order that was just cancelled! I also ordered a carry on garment bag for the carry on suitcase that they decided they could no longer fulfill and send to me. I explained that my additional purchases were now useless and I did not want random pieces of luggage sent to me when they cancelled my original order. I have sent numerous emails and have not received a response to my complaint. I was reassured that my additional items were still being sent and that I needed to be patient. These are the items that I requested to be cancelled. Away took my money and allowed me to make additional purchases to match my first order and then they cancelled and refunded my order without my request. I would have never ordered a garment bag for a suitcase that would never arrive nor would have I ordered a third matching medium sized bag had I known the carry on and large would never arrive. I also ordered personalized letters and an everything bag for a suitcase that I was no longer getting.

I tried placing an order during Away's first ever sale. They had a lot of technical difficulties resulting in multiple credit card charges but orders not going through completely. However, I saw that my account showed an order number with the correct items that I ordered, along with 3 charges for the correct amount, so I waited to hear from Away. They posted on their social media, "1. If you placed your order and your card was charged, it may take longer than usual to receive your confirmation email, but it's coming! Please do not refresh your browser or place a new order." After seeing this post, even though the items I initially ordered were in stock and their website supposedly fixed, I refrained from placing another order as told. I reached out by email before this was even posted to check on the status of my order. The next communication that I got from Away was that my orders had been cancelled, and at that point one of the items that I had wanted were out of stock. I reached out via email again, and they responded with an email that read "We want to make things right and ensure that we get you all the products that you wanted. We're hoping you will respond to this email with a list of the items.", to which I did. I was pleasantly surprised when someone got back to me saying that she was able to find all those items and was able to place an order for me over the phone. She even mentioned "We'll also be able to offer special appeasement given the hassle!". This email contained no instructions on how I could reach them by phone and did not ask for my number either. I responded back asking what number I needed to call, and promptly got a response saying that I needed to send them my number and convenient times for a phone call. I responded to that email, and since then, I have not heard back. I've sent 2 follow up emails after all the times I listed for them to call me had passed. I am seeing on social media of people receiving multiple orders, items they never ordered, to which Away has been letting them keep for free. It's hard for me to understand why they would do this when there are people who are willing to pay for those items but not getting them because they're not "in stock". There are people who ordered after that post said "do not place a new order" who were able to get their items. Why is it that people who actually listened to you and trusted you to fulfill your promises the ones getting hugely disappointed? I thought Away was a great company, but I can't believe they will lead you to false hope -- I was hopeful when my card was charged and saw the order in my account -- then you posted on your instagram account that they will get there if you see the charge -- then your representative says she can get those items for me -- and now I haven't heard anything for over 2 weeks. Wow.