Complaints

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

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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

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.

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 bigger carry on from away in July 2022. When it arrived the box was not in the best condition (possible water damage, and pretty roughed up) but the item seemed fine. It was a lot flimsier than described and the front was bowed inward. The quality did not match the price tag, but I had an upcoming trip and decided just to keep it to see how it held up. When I got back (end of July 2022) I noticed there was a pretty large surface chip on it, so I started the return process. I tried calling the customer support line however it just redirects you to email and hangs up. It's not actually an active line. At first customer support was trying to get me to exchange the luggage, but I was adamant I wanted to return the item. They stated I was well within the 100 trial period (but advertise life time warranty? anyway) so I would receive a full refund. I sent the item back in early August 2022, and was notified upon it's delivery. Two weeks go by and still no refund, so I email customer support and they state it'll be processed at the beginning of September 2022. First week of September comes, and there is no refund. I email customer support again and no one responds. At this point it has been about a month since I returned the item, and received confirmation of it being delivered. No one is responding to customer service emails, and there is no one to call because their phone number doesn't connect to anyone. When I logged onto my away account it shows no returns or refunds are in process, which is false. I still have all of the emails, order confirmation, shipping label, tracking, etc... There is definitely a refund/return in process. I was planning on completing my luggage set but after this experience and the awful quality of the item, I am not sure I will anymore.

  Customer Answer

  Date: 09/12/2022

  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:09/12/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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. I ordered 2 pieces of luggage from Away on July 29. I kept 1 piece and shipped another back for credit back to my card. I kept the small duffle bag and returned the larger carry on bag around the $300 range. It has been 4 weeks since Away received my luggage according to *** tracking and I have not received a credit to my form of payment. I have emailed and tweeted with no solution to my emails besides being told to wait 3-5 more business days and I should have credit. No response to Tweets. My *** tracking is ****************** and Away order # **********

  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,
  
  **********************************

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 made a purchase from Away Travel on 7/9/22. Upon receiving my luggage it did not fit my needs and decided to return as they have a 100 day return policy. I did receive a return shipping label and sent it back to the company. It arrived at their warehouse on 7/29. I have followed up with the help team a number of times on the status of the refund. First they stated they had made updates to the return processing and it was taking longer than usual. After inquiring again I was told my refund had been issued and to wait **** business days for it to show in my account. After 10 business days I inquired a 3rd time I was told there was an issue processing returns through PayPal. The last conversation took place on 8/30 and have received no follow up from the customer service team though they said they would follow up in a few days. I have filed a case with PayPal as well in hopes they may be able to facilitate this refund transaction. Below is all of the information about my order. I have also attached the email exchange with the Away help team.Order #********** Return Tracking: ****************** Please feel free to reach out for any additional information.

  Customer Answer

  Date: 10/04/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Away has been resolved by a third-party company I made the transaction through.
  

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

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/03/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Last month (July 22) I ordered a suitcase from this company. It arrived and was not the quality as described, as the outer shell felt flimsy and already bowed inward. As they advertise a full refund for up to 100 days (I had it for 2) I attempted to call the company but there is no customer service telephone number available, I emailed the company. When I did not receive a reply, I discovered a way in which to request a *** return label, which I did. I received tracking info that confirmed it was received on 7/22/22, but so far no credit has been issued. I've emailed customer service but received no reply. The order number is *********** The *** Tracking number is below Proof of Delivery Dear Customer, This notice serves as proof of delivery for the shipment listed below.Tracking Number. ****************** Service *** Ground Shipped / Billed On 07/21/2022 Delivered On 07/22/2022 10:39 A.M.Delivered To ******, **, ** Received By DROP Left At Dock

  Customer Answer

  Date: 08/29/2022

  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:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 my order ********** and made my return a month ago and not revived my refund. every time I contact someone, I have been told to keep waiting. I returned my item where is my refund?

  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 for the customer and the issue was resolved.

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

  Thank you,

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

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