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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

      10 Bond St New York, NY 10012-2340

    • Away

      111 North 3rd St Brooklyn, NY 11249

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/20/2024

      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.
      My husband ordered an away bag for me with a personalization. Personalized bags do not qualify for return or exchange, but the personalization was of horrible quality. It literally looked like stickers just added to the bag that I could easily peel off. The bag wasnt the size I wanted and the handle was broken when it arrived. So I exchanged the bag under a warranty claim. I didnt want the personalization added again because it looked bad. So they sent me a bag that wasnt personalized. Now the bag arrives and Im having the same issue with the handle not gliding smoothly and of course Im still not satisfied with the size. There whole advertisement is for 100 days return the bag with no questions if you are not satisfied. So I want to return it. It is unused and in its original packaging. They wont accept a return because they say the original bag was personalized but the current bag is not personalized!! Your slogan is return the bag in 100 days! So let me return it and stop doing false advertisement!! You can never speak with a human only can chat online. For such an expensive bag company this is so unfortunate!!

      Business Response

      Date: 09/03/2024

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by ******* *****, requesting to return their products for a full refund. After reviewing this complaint we have made an exception and have sent ** ***** prepaid shipping labels to return the product for a full refund. 

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

      Thank you,

      *****

       

      Customer Answer

      Date: 09/14/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I have not received any refund yet. I did receive the Return label and returned the bag but I was never issued the refund. The bag was received by away in ** August 22nd, 2024. 

       

       

       In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 10/18/2024

      Dear BBB Team -

      We appreciate the response from ******* ***** regarding Complaint ID - ********. A refund for the amount of $365.71 was processed on Sep 19th. Please find below the transaction details.

       

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

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

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

      Thank you,

      *****

    • Initial Complaint

      Date:07/31/2024

      Type:Product 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 ordered a bag on 7/6. I never received an invoice or confirmation. And the bag never showed up. On 7/7, I was charged for the bag and then it was credited back to my account. So I ordered a new bag which I received with no problems and got the confirmation etc. On 7/23, the first bag showed up and my account was charged for it again.I contacted Away Travel and have attached that correspondence in which they are unwilling to refund me for the bag even though they never sent any communication kn jt and charged my account only to reverse it. I am willing to send the bag back but because it has been monogrammed they will not take it.

      Business Response

      Date: 08/14/2024

      BBB Team -

      This is to confirm. that we are in receipt of Complaint ID - ********, submitted by Ms *******************, regarding a refund request. After reviewing this complaint, we have gone ahead and processed a refund for the amount of $350.20 as per the customer's request.

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

      Thank you,

      *****

      Customer Answer

      Date: 08/16/2024

      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:07/01/2024

      Type:Product 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 purchased a larger carryon in blue and paid for a custom monogram. The company shipped me an orange suitcase, with the custom monogram. When I reached out to let them know they shipped the wrong bag, they responded that the blue was actually out of stock and outside of a return and waiting 2 weeks for a refund, there was nothing they could do. They clearly knew the suitcase was out of stock when they shipped it to me but made the call to just grab the other color, monogram it, and ship it anyway instead of emailing me to let me know that the bag I ordered and paid for was out of stock. Their failure to ensure their inventory was correct is not my problem. At a minimum, they should be offering a discount to either keep the incorrect bag as the one I paid for is out of stock. **************** is non existent and Im now out of a bag, over a week of my time trying to get in contact with them to make it right.

      Business Response

      Date: 07/09/2024

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by *************************, regarding an incorrect order that was received. We have review this complaint and issued a partial refund of $100 + tax, as per ***************** request. 

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

      Thank you,

      *****

       

      Customer Answer

      Date: 07/10/2024

      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.




       

    • Initial Complaint

      Date:06/05/2024

      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.
      The telescoping handle on my Away carry on has one side that will not depress - this makes it impossible to raise or lower. I contacted customer support on June 1st. Send pics. Check. Send video. Check. Send receipt. Check. Wait, what? You want me to repair it myself so you'll mail me a "repair kit"? I'm a senior citizen with little to no mechanical abilities. Repair it myself? The bag cost over $300! Unacceptable. What happened to your warranty on "Wheels, handles, or telescoping handles that break off and are no longer usable"? Now I'm reading complaint upon complaint about this deceptive practice. Just send me a replacement with a return label and I'll send you back your broken one, and you can fix it yourself!

      Business Response

      Date: 06/17/2024

      BBB Team - 

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by ***************************, regarding a warranty replacement. We have reviewed this complaint and have processed a full replacement for the damaged luggage. The customer had been notified through email.

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

      Thank you,

      *****

       

      Customer Answer

      Date: 06/18/2024

      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 after numerous emails initiated by me.

      A customer should not have to file a complaint with the BBB in order to have a warranty satisfied. 

      Sincerely,

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



       


    • Initial Complaint

      Date:05/15/2024

      Type:Product 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.
      DATE ORDERED 4/14/24 ORDER NO.****************************************************************************************************************************************************************************************************************************************************************** " Estimated delivery The delivery date will be provided as soon as possible."I ordered 1 luggage and accessories. There were nothing but problems with this company.The horror stories written on the news about them are horrifying. The luggage, after a whole month was NEVER shipped! The accessories they sent were missing and damaged! I contacted the company for a refund and they kept playing with my time as if I am going to hold you accountable. The luggage never shipped and the accessories never arrived and the company failed to issue a time and prompt refund.The worst customer service story here. they lost support. I NEED a full and complete refund to my bank account immediate.

      Business Response

      Date: 05/28/2024

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by ** *******************, regarding a request for a refund. As per the customer's request, we have processed a full refund to the original form of payment. 

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

      Thank you,

      *****

       

       

    • Initial Complaint

      Date:03/06/2024

      Type:Product 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 Online Purchase - April 15, 2023 Order #********** The Original Large Suitcase in Petal (Pink)Price - $318 I purchased this large suitcase for a trip in July 14, 2023 to ******. When we landed and got our bags my bad was dirty, scratched and gouged. I understand a pink bag will of course get dirty, but it wasnt supposed to scratch. When we arrived at the hotel, I immediately sent an email to Away. They contacted me back via email on 7/17/23 and gave me instructions on how to clean the bag. I contacted them back and told them I totally understand the dirt and scuffs, but the bag now had scratches and a crack/*****. I asked to exchange the bag using their warranty. They contacted me back the same day and said I was covered with their warranty. However, I was told they were sold out of the Petal, but I could pick another color. I did not want another color because I have been searching for a pale pink suitcase for quite some time. I also purchase the smaller carry on bag on April 16, 2023 to have a matching set. I emailed back to ask if I can wait for the Petal to be back in stock. I was told I could wait. I kept checking back to see if they had that color. They did not. Then on August 18, 2023 I saw on their website they had a new suitcase in Petal. I did an online chat and asked if I can get that as a replacement and said I would gladly pay the difference. I was told I can only choose those core colors. They had black and a blue available. I do not want those colors. I let it go for awhile because I was sick. On 2/29/24 I did an online chat (you cannot call them) and was told they would escalate my issue and get back to me in four hours. On 3/1/24 I got an email saying she was still waiting for a response. It is now 5 days later. Nothing. I emailed them today. No answer yet. Seems to be that many customers have a similar problem like I do. They have horrible customer service. Hopefully, you can help get this rectified. Thank you!

      Customer Answer

      Date: 03/07/2024

      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:03/06/2024

      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 purchased my Away travel bag in August 2021, and the battery began malfunctioning within the warranty period. Despite these early issues, I didn't contact Away's customer service until March 2024, shortly after the two-year warranty had expired. I highlighted to Away the contrast between my experience and my wife's positive experience, whose battery has lasted over five years, pointing out what appears to be a significant decline in Away's product quality and customer service. Despite acknowledging that the warranty had just expired and the problem began while the battery was still under warranty, Away refused to provide a replacement or extend a goodwill gesture, strictly adhering to their policy. This refusal and the noticeable decline in product reliability and service quality have led me to reconsider my loyalty to the brand, compelling me to look into alternatives for my future travel needs.

      Customer Answer

      Date: 03/14/2024

      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.

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



       

    • Initial Complaint

      Date:02/21/2024

      Type:Billing 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.
      On 6/6/23 I ordered 3 items from Away: 1 carry on in petal, 1 set of packing cubes - tracking number ******************. I also ordered 1 Everything Bag - tracking ******************. I was charged $1,171.39 erroneously, as they included a 2nd petal carry on, that I did not order. I was charged $160 for speed delivery. The packing cubes were never delivered, and an extra carry on was. I informed them immediately and got a generic apology note (repeatedly, with each additional email I sent), with no resolution. After several requests, they accepted the carry on back. I never received the $45 packing cubes, and only a $25 credit to the speed delivery of $160. I am still requesting the refund of $45 for the packing cubes I never received, and the speed delivery balance of $135, for the incorrect deliveries and 8+ emails I have sent over the last 8 months.

      Business Response

      Date: 02/22/2024

      BBB Team - 

      This is to confirm that we are in receipt of Complain ID: ********, submitted by ***************, regarding issues with an order placed on 06/06/23. We have reviewed the complaint and can confirm that an order was placed for two Bigger Carry-on Flex suitcases in Petal, The Everywhere Bag in Asphalt and The Insider Packaging Cubes (set of four). 

      According to the tracking information, all products were delivered with in the expedited shipping window. On 06/09/23, ** *** notified us that she had received two suitcases, which was unintended and had not received the packaging cubes. We processed a return and refund for the second suitcase, and opened an investigation with *** for the missing packaging cubes.

      We have since gone ahead and processed a curtesy full refund for the expedited shipping charges and have also refunded the charge for the missing packaging cubes. We have notified ** *** about the steps that have been taken to resolve this matter.

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

      Thank you,

      *****

       

    • Initial Complaint

      Date:02/08/2024

      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 was trying to get replacement for my damaged carry-on (order# **********). The customer support representative, ***, incorrectly provided me a link to the ** website where I chose the Jet Black colour for my replacement. The next day I was notified that this colour is out of stock in ****** and Away was unable to process this replacement for me. However, as a part of the warranty policy, I have already mailed my damaged carry-on back to Away. Away is unable to compensate for their mistake by mailing back my damaged carry-on (so I could wait for a desired replacement before resuming the replacement process) or by allowing me to select a colour I desired. My request to Away now is to 1) return my damaged suitcase or 2) process the replacement with their limited edition colour Island Pink as a compensation for their mistake.

      Business Response

      Date: 02/15/2024

      BBB Team -

      This is confirm that we are in receipt of Complaint ID: ********, submitted by ******************** regarding concerns with a warranty replacement. We have since made contact with ********* and have issued her a store credit in the amount of $325.00 to resolve this matter to her satisfaction. 

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

      Thank you,

      *****

       

       

      Customer Answer

      Date: 02/21/2024

      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:01/30/2024

      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 recently contacted Away regarding a warranty issue with my bigger carry-on. While they were unable to provide a repair kit, they offered a replacement. However, the proposed replacement differs in color and lacks the original battery pack. Although I am willing to forgo the battery pack, I requested a replacement in a color similar to the original and in the same size.Despite several exchanges, the company has not accommodated my color preference. Their reasoning is that the desired color incurs an additional $20 cost and has a glossy finish, unlike the matte finish of the offered replacement. I am willing to cover this price difference, yet they have declined, citing adherence to company policy.Upon thorough examination of the company policy, it is clear that it 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." This policy emphasizes "equal or greater retail value" without specifying characteristics such as matte or glossy. It does not explicitly preclude accommodating color preferences, especially when the customer is willing to cover any associated cost differences.I am simply requesting that the company honors their warranty policy by providing a replacement in the color I requested, as I am willing to cover any additional costs involved.

      Customer Answer

      Date: 02/07/2024

      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,

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



       

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