We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

    Please enter a valid location.

    • 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

    • 91 total complaints in the last 3 years.
    • 35 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: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.
      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,

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



       

      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!

    • 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.
      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.
      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,

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



       

      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,

      *****

       

       

    • 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.
      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,

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



       

      ter 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.

    • Initial Complaint

      Date:01/29/2024

      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.
      I placed an order for an item from the Away Travel website on November 27th, 2023. The order was shipped on November 29th, 2023 and I was sent the *** tracking number. Its now been two months and the tracking information has not updated and I still havent received the item. Away Travel online support has not been proactive regarding my inquiry on the issue on January 13th. They do not have an active phone support line and their email contact has not followed up. I have no update and I havent received a product or a refund. I need my money back now. Very disappointing considering the scale and reach of such a big company, cant seem to reach an actual human.

      Business Response

      Date: 02/08/2024

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by ******************************, regarding an order that was not received. We have reviewed this complaint and apologize for the inconvenience that this may have caused. We are in contact with *************** and have processed a full refund to resolve this issue. 

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

      Thank you,

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

       

    • Initial Complaint

      Date:01/17/2024

      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.
      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,

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



       

      Business Response

      Date: 02/19/2024

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID: ********, submitted by Mr ************************** regarding a refund request for the amount of $342.88. After reviewing this complaint, we determined that in Jan'24 ************* had placed a successful chargeback request for the same amount ($342.88) with his financial institution. We have contacted ************* and provided him with this information. 

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

      Thank you,

      ***** 

    Away is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.