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Business Profile

Luggage

Away

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage.

Complaints

This profile includes complaints for Away's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Away has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Away

      503 Broadway Fl 3 New York, NY 10012-4441

    • Away

      111 North 3rd St Brooklyn, NY 11249

    • Away

      10 Bond St New York, NY 10012-2340

    Customer Complaints Summary

    • 92 total complaints in the last 3 years.
    • 36 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 27, I purchased 2 suitcases from Away. I realized the suitcases would come to an address that I am not at. I reached out to the company and they tried to reroute the package, it did not work. I asked my neighbor to take the suitcases up to the *** store and refuse the shipment so the items would be returned. Despite photo proof the items were returned to sender this company will not refund my money. This company has my money and their suitcases.

      Business Response

      Date: 07/17/2025

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by **** *****, regarding a refused shipment of suitcases and a refund request. We have reviewed this complaint and have processed a full refund to the original form of payment. This refund should be processed by their financial institution within the next 5 to 7 business days.

      Please let us know if there is any additional information needed regarding this matter.

      Best,

      *****

       

      Customer Answer

      Date: 07/17/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      **** *****



       

    • Initial Complaint

      Date:06/26/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We placed an order online at Away (luggage). We paid for expedited shipping. We selected the option that listed a Thursday (6/26) arrival because we needed the luggage to arrive by Thursday (6/26). The tracking info listed the arrival as Thursday until Thursday morning. At that point, it changed to Friday. We contacted the company and told them we paid extra for a service we did not receive. They apologized and basically said they will use this experience to benefit future customers. They did not help us resolve our problem. I asked twice about refunding my expedited shipping fee. They ignored both requests. The fee is only $15, but it is a matter of principle. The entire order is of no use to us because it did not arrive in time.

      Business Response

      Date: 07/08/2025

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by ********* *****, regarding the expedited shipping fee. We have reviewed this complaint and have process a full refund for the expedited shipping fee to the original form of payment. 

      Please let us know if there is any additional information needed regarding this matter.

      Best,

      *****

      Customer Answer

      Date: 07/09/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ********* *****



       

    • Initial Complaint

      Date:06/24/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a suitcase in April 2025I used for the first time on May 10, 2025. In packing, the zipper kept opening in the seam. Then became stiff and gets stuck. I had no choice but to use the suitcase. I have been trying to return this suitcase since I returned. Emailing with a very difficult person named ***** (emails available upon request). She as refused to return the suitcase and honor their advertised warranty. Of note, I am still within their 100 day return window as well.

      Business Response

      Date: 07/08/2025

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by ***** ******, regarding damage to her suitcase. We have reviewed this complaint and we would be happy to honor our Limited Lifetime Warranty policy and offer a full replacement for the suitcase in question. We're sorry to hear about the trouble experienced with the zipper, and we want to ensure the customer receives a product that meets our quality standards.

      Please let us know if theres anything further needed on our end.

      Best,

      *****

    • Initial Complaint

      Date:05/29/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased an AWAY suitcase. The suitcase now has two cracks in the shell. I attempted to reach the company by chat several times with no response. The AWAY website does state that cracks in the shell are covered under warranty. I attempted to send an email but it requires information that I cannot find. I do not know my order number. I would like to find some way to contact this company but cant figure out how to do so

      Business Response

      Date: 06/12/2025

      BBB Team -

      This is to confirm that we are in receipt of Complain ID - ********, submitted by ******** ****, regarding a warranty claim. We have reviewed this complaint and have determined that a warranty claim was received on May 29th and it was processed as per the customer's requests on May 30th.

      Please let us know if there is any additional informing needed regarding this matter.

      Best,

      *****

    • Initial Complaint

      Date:05/29/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a suitcase from away several years ago and am trying to get my bag replaced under their warranty for broken zippers and internal supports. The version of the bag I have (pouch) is discontinued and Away has already agreed to replace the bag. I requested the bag be replaced with the larger carryon in sunshine yellow. However, after this request was made I was told the only bag that can be offered for replacement is the executive carry on because that is what replaced the pouch carry on. This does not align with their warranty policy for discontinued or limited edition products which states **** limited edition, discontinued or out-of-stock Luggage covered under the limited warranty, Away guarantees only replacement of a product with equal or greater retail value and does not guarantee exact replacement of the same limited edition, discontinued or out-of-stock item." The bag I am requesting my current one to be replaced with is of lesser value and is not a limited edition color but I continue to be told that they cannot do it because the only replacement option is the executive carryon.

      Business Response

      Date: 06/12/2025

      BBB Team -

      This is to confirm that we have received Complaint ID - ********, submitted by ******** **********, regarding a warranty replacement request. We have reviewed this complaint and have processed a warranty replacement suitcase of the customer's choice.

      Please let us know if there is any additional informing needed regarding this matter.

      Best,

      *****

       

    • Initial Complaint

      Date:05/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I submitted a warranty claim to Away for my Carry-On with Pocket after the trolley handle broke and a bottom rivet detached, making the bag difficult to use. Specifically, one of the handle pins wouldnt retract, preventing the telescoping handle from functioning properly. The warranty claim (RMA #********) was approved on Monday, May 26, 2025but since the original model is no longer made, I was offered a replacement: the Executive Carry-On.That replacement is not functionally comparable. My original bag had 38L of capacity, while the Executive model has just 31La 20% reduction in usable space. For someone who travels weekly and has used this bag for multiple two-week international trips, thats a serious downgrade.I requested to swap the replacement for The Carry-On, which has a similar capacity and actually costs less than the Executive Carry-On. My request was denied, and despite asking for clarification on how comparable is defined under the warranty, I received only repeated restatements of the policyno explanation and no flexibility.Ive had 3 back-and-forth email exchanges with customer service (in addition to the original warranty claim), and the Executive Carry-On was the only option offered. No store credit, no alternative, no explanation for why this smaller bag was considered equivalent.Ive been a loyal Away customer for years. In addition to the Carry-On with Pocket, I also own the Away Medium checked bag and the Away backpack, and I recommended the brand to my fiance, who purchased one as well. Ive taken this Carry-On with Pocket on over ******* miles of air travel, and its been a core part of my travel routine.Ive always appreciated Aways design and customer focus, but this experience feels out of step with the brands reputationand with the reasonable expectations set by their *********** requesting a warranty replacement that maintains the functionality and capacity of my original bag.

      Customer Answer

      Date: 06/06/2025

      Better Business Bureau:

      The business has responded to me separately outside of the BBB process in reference to complaint ID ********. They have agreed to honor a warranty replacement of my no longer manufactured Carry-On with Pocket with a standard "Classic Carry-On" instead of their much smaller Executive Carry-On bag they initially suggested. 

      I have received the replacement bag, and therefore I find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ******** ****



       

    • Initial Complaint

      Date:05/22/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction: 5/21/25 Advertisement: Get $50 off any 2 or $100 off any 3 suitcases; this is clearly posted on the main luggage page which advertises/contains links to both of the suitcases I bought (kids carry on and medium soft sided); the promotion did not get credited on purchase; on contacting Away they said Kids' Carry-ons are not includedLink to luggage page: ***************************************************************************************************************************

      Business Response

      Date: 06/05/2025

      BBB Team -

      This is to confirm that we have received Complaint ID - ********, submitted by ****** *******, regarding a $50 sets discount credit. After reviewing the complaint, we have applied a retroactive credit and refunded the customer $50 to the original form of payment.

      Please let us know if the is any additional informing needed regarding this matter.

      Best,

      *****

      Customer Answer

      Date: 06/06/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ****** *******



       

    • Initial Complaint

      Date:05/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was looking to purchase 3 pieces (one soft shell carryon, 2 kids hard top luggage) of luggage from the site. They are running a promotion on their site that states Get $50 off any 2 or $100 off any 3 suitcases. You can find the discount listed under luggage when you click view all luggage. So every item in my cart is listed under the all luggage page where the discount is advertised. When I went to check out, the discount wasnt applied. I reached out to customer service and they stated it actually only applies to luggage sets and doesnt include kids luggage or multiples of luggage of the same type but that is NOT stated anywhere on the website. I asked that the discount be honored because that is what is advertised on their website and they refused stating its against their policy. I said there is no policy. It reads any bags NOT only sets of luggage. They again stated they couldnt honor it and the customer service agent said he spoke with management who refused.

      Business Response

      Date: 06/04/2025

      Dear BBB Team,

      This is to confirm that we are in receipt of Complaint ID- ********, submitted by ******* ****, regarding a promotional sets discount. We have reviewed this complaint and will honor the $100 discount for the customer as requested.

      Please let is know if there is any additional information needed regarding this matter.

      Best,

      *****

    • Initial Complaint

      Date:05/20/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought 2 pieces of matching luggage in January 2022. Recently the compression frame broke on both pieces. This is covered under limited lifetime warranty. The company replaced the larger suitcase since the repair kit is out of stock. My original color is no longer being made so I had to select a different color. Because the repair kit IS available for the smaller carry on suitcase since, they are sending a repair kit instead of a replacement. I no longer have a matching set of luggage. I would like to exchange my carry on in order to again have matching luggage, or get a replacement as they for the larger piece.

      Business Response

      Date: 06/12/2025

      BBB Team - 

      This is to confirm that we have received Complaint ID - ********* submitted by **** ** ********* regarding a warranty replacement request. Weve reviewed the customers request and have honored their preference to receive a replacement for their carry-on suitcase.

      Please let us know if there is any additional information needed regarding this matter.

      Best,

      *****

       

       

       

      Customer Answer

      Date: 06/15/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      **** ** **************************************

    • Initial Complaint

      Date:04/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi,This is with regards to Receipt #****** purchased Jan 27, 2020 in store at the *** ***** location in **, and subsequently RMA claim #********. Both the wheel and the battery compartment have failed.I was notified that the repair kit is unavailable, and that I would be provided with a replacement of my carry on - and to select an alternative color in case the model/colorway that I have is no longer available. However, since I have a legacy version w/ the battery compartment that is no longer available, I had asked for a replacement in a different colorway in Cloud Grey (or to allow me to pay an upcharge to the aluminum version).The customer service representative has been incredibly helpful and kind, but unfortunately management has denied my request. Per the warranty information on the website "If your original item is unavailable, we will provide a comparable product of equal or greater value." - I do not consider the new version w/o the battery compartment an "equivalent" as it's lacking a feature.

      Business Response

      Date: 05/06/2025

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by ****** ****, regarding a warranty replacement request. After reviewing this complaint, we have a approved a replacement in a different color in Cloud Grey as per the customer's request.

      Please let us know if there is any additional information needed regarding this matter.

      Best,

      *****

       

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