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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/14/2022

      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.
      They admittingly oversold items they do not have in stock and then one week later cancel the item on you. very unprofessional in doing business and should be considered false advertising.

      Business Response

      Date: 12/26/2023

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by *********************** regarding an order that was cancelled due to the item being out of stock. After reviewing this complaint and further investigating it, we have determined that a full refund was issued to the customer and the matter was resolved.

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

      Thank you,

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

      VP Customer Experience, ********************

      Customer Answer

      Date: 12/26/2023

      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:

      [refunding the amount does not close this issue. The issue is your company knowingly oversold a product and a week later after, I, the customer had plans for the item was given a response that you wont be receiving your item. Its false advertising to sell a product you knowingly dont have in stock.]

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 12/28/2023

      BBB Team -

      We appreciate the response from ************************** regarding Complaint ID - ********. Although these situations are isolated, we do run into issues where there is a shortage of inventory to fulfill orders. This could happen for a few reasons, i.e., damage that occurs in storage at our fulfillment centers, items that are rejected due to not meeting quality standards, etc.

      We deeply regret the inconvenience caused to ***************** due to us not being able to fulfill his order. We would be happy to issue a $50 gift card towards future purchases to compensate for this unfortunate experience.

      Thank you,

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

       

       

    • Initial Complaint

      Date:11/16/2022

      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 placed an order for a set of luggage on July 29, 2022. It was returned 9-22-2022. The luggage has a 100 day return policy. It damaged easily so it was returned. I finally received an email from them on 10-25-2022 apologizing for the delay and stating that they had issued a refund to the method of payment. They havent refunded anything. The order number is *********** The total was ******. Not one dime of that has been returned. I have sent multiple emails and have not received a response and they dont have a number where they can be reached. The order was shipped thru ***** and returned thru *****

      Customer Answer

      Date: 12/11/2022

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Away has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:10/14/2022

      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 two 25" suitcases and two 21" carry-ons on 7/9/22 from ******************, for a total of $1,273.10 (order #**********). I packed the suitcases for our trip on 8/25/22, locked them, and found out the built-in lock on one of the 25" was defective and the suitcase would not open. I contacted the ** Away store, and they kindly sent me a replacement same day via courier as we were leaving on the trip; I was charged $374.33 for the replacement bag, and reimbursed for the $40 courier fee. I returned the defective bag on 8/22, and it was received by the ** office on 8/23 (I have the *** drop-off package receipt & tracking # and receipt confirmation). I waited for a credit to my **** and emailed Away several times to find out status. Still have not received credit for the $374.33 due. On 9/28 I contacted Away Help ***************************************************** again to request update on my refund plus asked for two return labels to ship back the two carry-ons as they were too heavy for me. I received emails that the staff was working on the web site and would get back to me. After several emails, on 9/29 I received 2 return labels & was told that credit to my **** would occur once the bags were received (I emailed *** drop-off and receipt confirmation that the bags were delivered on 10/4). I was told credit for the defective 25" would be in Away CREDIT or PayPal credit; I told agent (*****) I do not use PayPal and have no use for Away credit, to give me **** refund since they have my card #, and ***** said she'd send me a check. To date, I have not received a refund for the 25" suitcase or the two carry-ons. Don't know what to do. Still getting the email that they're working on the web site; there is NO phone number to reach anyone.

      Customer Answer

      Date: 10/21/2022

      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:10/13/2022

      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 ordered a carryall and received a backpack. I requested a return label for the backpack so that I may return it and asked them to cancel my original item ordered. After many emails I still have not received a return label. When I call customer service, it's a recorded message and then hangs up. I am seeking refund for the item I was billed for and a return label so I can return the unwanted backpack please.

      Business Response

      Date: 11/15/2022

      Hi ****,

      Thank you for taking the time to let us know your thoughts, and we completely understand and hear your frustrations. We would like to extend a sincere apology for the delay in our responses.

      A new return label has been provided. Once we receive and process your return, your card will be refunded. Please allow up to two weeks for your refund to be issued once your return is receivedwe apologize for the delay here.

      Nothing is more important to us than our customers, and the hurdles you've experienced are ones we take very seriously. Our foremost concern is to provide a seamless experience from start to finish. We promise to do our best to prevent situations like this in the future.

      If you have anything more to share or anything we can help with, please let us know.

    • Initial Complaint

      Date:10/05/2022

      Type:Order 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 the Large Away luggage in Brick color in 2018, Order #**********. There is a lifetime warranty on the luggage. The metal piece attached to the zipper fell off and on August 25, 2022 I emailed ******************************* to advise them of the issue. They requested a photo of the broken piece which I sent. They responded that I was covered and they would send me the piece to fix. Then they advised they would send me a new piece of luggage and to let them know what color I wanted since the Brick is no longer available. On September 25th I advised them to send me the Large suitcase in color Coast. I have followed up with them twice since then and have still not received a response. I have also tried calling but the recording states to email them so you can't get a live person to speak with.

      Customer Answer

      Date: 10/06/2022

      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:09/23/2022

      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.
      ********** having this order The Order date is SEP 14 2022, then it been **** as pending shippment. No tracking been provided unitil now SEP 23, tried contact customer support so many times. They just told me item been delivered without any tracking. I am move out today, i have no time to wait another replacement. Plz just refund. and the response time is sooooo long. You need to wait for more than a week to get a replay from the email

      Business Response

      Date: 12/26/2023

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by ***************** regarding a shipping delay with an order that was placed. After reviewing this complaint and further investigating it, we have determined that a replacement order was processed and sent to the customer and the matter was resolved.

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

      Thank you,

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

      VP Customer Experience, ********************

    • Initial Complaint

      Date:09/20/2022

      Type:Delivery 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.
      Ordered various suitcases with intention of returning some. Their website claims a 100 day return policy and 1-2 day response time via their website. I have been attempting to get a response for over a week. No one answers their phone line, no one answers their emails, no response on ******** and the automated response on their website continues to elongate a potential response, first one week, now two weeks. This is disingenuous and very concerning. I question their intention to honor their policies, or even if the business is healthy enough to do so.

      Customer Answer

      Date: 10/14/2022

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Away has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:09/19/2022

      Type:Delivery 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 placed an order on awaytravel.com on August 12, 2022. Order Number **********. This order was of 10x Everywhere Zip Backpacks. These were purchased for several members of a ********* that I'm currently managing, and we were severely disappointed with the quality of the product, so I initiated a return.I returned all 10x packages using the shipping label provided to me. The tracking number is ******************. All items were returned in this shipment, and it was delivered and signed for on August 26, 2022. Since then, I have contacted Away Travel 6 different times, and have received 0 responses. I was told that a response would take about 3 business days, but I have waited almost a month and have nothing back.My order was for $2,149.89, and Away has been unresponsive, unprofessional and extremely unhelpful throughout this extremely stressful process, and I'm worried that I may have to take further action to receive my money back. Please help, thank you.Order:********** Return tracking*******************

      Customer Answer

      Date: 09/21/2022

      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:09/14/2022

      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.
      Away Travel has a 100 day return guarantee and I returned my purchase within 1 week of receiving it. It was returned unused and in the original box. They sent me the return label and told me a refund would be within 5-7 days of receiving the return. *** shows the return was received on Monday, August 15 at 10:20am. I emailed them on August 19th and they apologized for the delay of processing the refund of: $371.74 but said it would be taken care of. They have since said that 3 more times and asked for my PayPal email to submit the refund on 9/1 which ***** in **************** said it was processed. It is now the 14th and still no pending refund in PayPal and they have stopped responding to emails. I just want my money back.

      Business Response

      Date: 12/26/2023

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by ***************** regarding a delay in the processing of a refund. After reviewing this complaint and further investigating it, we have determined that a full refund was processed and the matter was resolved.

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

      Thank you,

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

      VP Customer Experience, ********************

    • Initial Complaint

      Date:09/13/2022

      Type:Delivery 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 from awaytravel.com on 8/12/22, order #**********. Because of some issues with the website processing the order, I ended up placing an order for 2 identical bags rather than just a single bag. I recognized this immediately and attempted to contact Away to cancel the order on the second bag, only to be told after placing the order that because they move quickly, no changes can be made to an order after it is received. I was assured that upon receiving the extra bag, I would be able to return it for a full refund. The total purchase price of both bags was $635.73, making the refund due to me $317.86 (one-half of the cost and tax on both bags)I received both bags on 8/17/22. I contact Away that same day and received an email reply attaching a return *** shipping label, with a *** tracking number of 1Z 2E1 79W 90 **** ****. Using this label I returned the bag the same day, 8/17/22. The *** tracking feature confirms it was received by Away on 8/24/22. I emailed Away customer service about this on 9/7/22 and did not receive a response. I then contacted the following day off their website and got a response claiming that it takes them 3 weeks to process a return-this from a company that works so fast that they can't allow an order to be changed within five minutes of the time it is placed. I still have not received a refund from Away in the amount of $317.86

      Customer Answer

      Date: 10/07/2022

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Away has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    Away is NOT a BBB Accredited Business.

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