Away

I’m a satisfied AWAY customer. Last year, during a business trip in the US, I purchased my first suitcase—a large, olive green one. Living in Italy, I was disappointed that AWAY isn’t available in my country. While in Austin for a two-week business trip, I contacted the AWAY store to pre-order a medium expandable olive green suitcase. The staff at the Away store in The Domain were incredibly kind and helpful, holding the suitcase for me for days before I got there. This was a fantastic shopping experience that I highly recommend! Thank you, AWAY!

Bought an away years ago and it has been with me for hundreds of thousands of miles. Had a few issues, flying through Austin and brought it by. A few minutes later I had a new roller and I was on my way. #LifeTimeWarrenty Samantha was an amazing helper and repped we’ll

I came in here to just look at some luggage In person before I pulled the trigger, and I was harassed by 8 or so employees standing in a circle talking with each other. I don’t know why they need that many people for an empty store. It was just not a welcoming experience—don’t even go in person, they’re not helpful, or don’t buy from them at all. I was excited to look at their aluminum luggage, but after this I don’t even want to buy anything from them.

Two stars for poor customer service for this pricey luggage with a bogus warranty. Yes, they will replace a bag if it breaks, but you have to mail the bag in, they won’t make the exchange for you at the store. Takes up to 90 days to get a replacement bag. Not the customer service they originally promised, nor does this fit with the mission of the company. And 90 days??? Guess these people don’t ever travel?

They are fast and you can see all the suitcases. The place is just a very boring concrete box with glass, but the suitcases are excellent!

I highly recommend you do NOT purchase from Away. The poor quality of these products renders the price completely unreasonable. Their customer service also needs improvement. My husband purchased The Backpack a year and a half ago for $180, which is not cheap for a backpack. Quickly, the bag’s zippers wore down and finally broke completely. I went into the Bond St store to ask for them to remedy what I thought must’ve been a product defect, but they informed me that other customers have come in with similar complaints and that’s why they encourage purchasing 2 years of warranty. They did nothing aside from insist I’m out of their standard 1 year warranty and offered me a small (15%) discount to purchase another bag. Why would I ever want to buy an expensive backpack from a store that’s admitting their products do not have sufficiently good quality to last over a year? Customer service said the same thing. I’m really disappointed about this because I did initially think the backpack was functional and simple, but wouldn’t pay more than $75 for a bag that’s only good for a year.

My review isn’t for the store (although, once upon a time, I did send my Carry-On to Austin when they retro-fitted my battery compartment) but with the company itself. In March 2021 I flew from Long Beach to Phoenix and checked my Carry-On. I flew Southwest and it was free. When I arrived in Phoenix, I had to go to the bus terminal to make my connection for the rest of the trip home. At the terminal I noticed a large dent in my Carry-On. I wasn’t sure I could get back to the airport, make a claim with Southwest and get back to the terminal before my bus arrived and since it was the last bus of the day to my home, I let it go. Once I got home I emailed both Southwest and Away and notified them of the damage. Before Southwest could tell me it wasn’t covered because I didn’t notify them within four hours of landing, Away replied and told me what I needed to do to get a replacement (and they apologized for the fail). I got to keep the battery the original Carry-On came with, along with the charger, the laundry bag and the cloth cover and they sent me a brand spanking new Carry-On with all new battery and all of the stuff it comes with now (adapters, etc). The replacement arrived within a few days, I hadn’t even unpacked from my trip yet. I am very happy with Away. Since I bought my first one, I have bought two other Carry-Ons. For me, it was the quality I perceived and the battery that sold me but it is the customer service I experienced that prompted me to buy the other 2. Even when I had my original Carry-On retro-fitted for the change in TSA policy for the battery, they sent me a box and a shipping label, performed the work and had it back to me in plenty of time for my next trip. I would highly recommend Away suitcases and their customer service. I don’t usually give all the stars but Away definitely earns them all.

When I found out that The Bigger Carry-On was unavailable online in the color that I wanted, I was directed to this store as they still had some stock left. I called the next morning to see if there's any chance that I could purchase one, and Hannah R. was extremely patient and helpful when I placed an order over the phone. Because of her excellent service (and the customer service rep. Jacob who pointed us in the right direction) I was able to get my dream luggage before my upcoming trip and I could not be more happy or satisfied with my entire purchasing experience!