Away - Reviews and experiences

My experience dealing with the Away luggage warranty process has left me feeling pretty let down. I bought three pink pieces of luggage back in 2018 and I was really happy with them. Not too long ago, my carry-on bag cracked, so I reached out to customer service about it. They told me they didn't have the pink color anymore and offered me black, navy, coast, and olive as replacements - all of which are more like men's choices. I mentioned that I was okay with paying more for the Salt color, but they said no to that. I was bummed that they couldn't work with me on getting the color I actually wanted, especially since I was okay with paying for it. The reason I went with Away in the first place was because of that cool pink color option, and now I'm stuck with just a plain black suitcase. I used to really recommend Away to others, but now I'm thinking twice about buying from them again in the future.

So I bought a suitcase repair kit from this company and honestly, I was pretty disappointed with how it all went down. Their warranty is basically just them sending you a kit to fix your own suitcase, which was super frustrating for me. It felt like I was doing their job for them, you know? And to make matters worse, the pay and benefits (or lack thereof) were just plain laughable.

I just bought a new suitcase and it was a really bad experience. There wasn't much stock in the store, and the customer service was not good at all. I tried to reach out to the company in London, but they couldn't tell me when they would get more stock. When I contacted the New York location, they said they couldn't ship to the UK, so I had to buy it from another seller. On top of that, the lock on the suitcase was broken. I reached out to AWAY about it, but they didn't seem to care at all about helping me fix it, even if I was willing to pay for it. And they wouldn't even honor their lifetime warranty. Trust me, don't buy AWAY aluminum luggage - you'll regret it.

I purchased a suitcase as a present, but less than a year later, one of the wheels is already falling off. I reached out to customer service to ask for a repair kit under the 'lifetime' guarantee, only to find out it's not as reliable as they claim. There's no phone number to call and talk to an actual person, which is unacceptable.

I got this awesome bag for my trip to Asia, but it ended up ripping while I was there. I was worried I'd have a big hassle trying to get it fixed or replaced, but it turned out to be super easy! They fixed it up real fast and didn't cause me any headaches. Their customer service was like off the charts good! I'm definitely gonna recommend all my friends to get their bags from here.

I had a problem with my suitcase where the lock wouldn't open recently. I got in touch with customer service and they were really quick to help out. They said they'd swap out the lock for free at their shop. I've bought cases from them a few times before, and I've always been blown away by how well they take care of their customers. Not only do they have amazing customer service, but their cases are top-notch too. I'd definitely recommend this company to anyone looking for high-quality luggage.