Away

Terrible quality! Extremely poor durability. The large flex suitcase I bought has deep scratches in the plastic and significant scuff marks after its first (short haul) flight. Incredibly disappointed. Customer service was appalling.

Product is falling apart after normal use. Store won’t honor the exchange policy and can’t find my order at all despite me showing the bank statement. Despite it clearly being from AWAY. What’s the point of buying a $200 backpack that you can’t replace or return with ease? Buy somewhere else guys. They lure you in with their guarantee of product but when it’s time to pay up they won’t honor it.

I recently had the pleasure of visiting the Away store in Austin's Domain Northside shopping center, and I was thoroughly impressed by the exceptional customer service provided by their team. After my daughter's luggage was damaged during her travels, I was tasked with finding a suitable replacement. Upon entering the store, I was greeted warmly by Linda and explained my situation. Linda got the store manager, Rachael, who took the time to listen to my concerns and develop a plan to help me find the perfect solution. Rachael went above and beyond to make sure that I was happy with the results. Rachel, and her team members, Shyler and Linda, were incredibly helpful and knowledgeable throughout the entire process. They clearly communicated the available options and walked me through the warranty process, ensuring that my daughter would be happy with her new luggage. In a world where quality customer service can be hard to come by, the Away store in Austin stands out as a shining example of how it should be done. The team's professionalism, attentiveness, and genuine care for their customers are truly commendable. If you're in the market for new luggage or travel accessories, I highly recommend visiting the Away store at Domain Northside. Their outstanding selection of products, combined with their top-notch customer service, will ensure that you leave feeling satisfied and well taken care of.

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!

Purchased tote bag which i loved at first but zipper broke after 13 months of use and warranty expires after 1 yr. So after spending $200 i'm out of luck after a year. Super disappointed, sales people not helpful at all. would not buy again.

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.

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?

Nice staff and plenty of options, however they don’t have items in stock so expect to be told to wait for delivery on whatever item you want.

I have used their luggage for a year now. So far I love it and hope to add more this year.

Let's have examples but never have product. This is frustrating to come in hoping they carry an item and the answer always seems to be out of stock. I get that Tesla is a showroom but Away needs to call it a showroom as well - they never have what's shown! Wasted a drive to the domain yuck!

I am planning a surprise trip for my husband, which includes purchasing him an Away suitcase. I called the store yesterday to see if I they had luggage available in the same color as my Away luggage. Although they did not have the size in the color I wanted to purchase, they did have the next available size in the color I wanted. I informed the manager Atri(?) that I wanted to pay and then pick up the following day. She was so kind and sent me a link to purchase. After telling my husband an elaborate lie about why I needed to go to the Away store, he went with me. I was able to pick the suitcase up before he came into the store. The ladies in the store played along as I had told them it was a surprise for my husband. They did such a wonderful job in helping me purchase and pick up without any issue. I definitely recommend this store if you are looking to purchase Away luggage in store. Just in case you are reading this review and currently do not have an Away bag...get one! The value for your money is good. They offer a lifetime warranty and I have had to use it with no issue. They stand by their service, have quality workmanship and the bags are moderately priced.

Poor customer service. Walked in planning to buy a backpack, a lady with long hair was just standing so i asked a question. She answered me but then called another lady to answer my other question and turned away. If she was working on another customer, she should have said something . I took pics of the bag and left. Every customer that walks in your store should be treated fairly .

Made the adult decision to go ahead and purchase my first Away carry-on luggage since I am trying my best to buy things of high quality. Came to The Domain to feel, see, and decide what to get from Away after visiting other competitors who are comparable in price but worlds away from quality, style, and uniqueness of Away's products. Came in on a Sunday at the shop was super quiet and had plenty of sales folks ready to help. My partner and I spent about 25 minutes taking down luggage, opening and unzipping every compartment and really investigating each nook and cranny of each type of luggage options they had. I appreciated all of them being kind and patient with us as we made our decision. Parking was super easy to find as we were able to snag a spot right in front of the shop. The air conditioning was pumping in here as it was a very warm Texas Fall day when we walked in. Friendly smiles all around and when we finally made our decision (that included color, additional customizations, etc) the sales folks were kind and brought out our new luggage all wrapped up in the iconic cotton bag. Appreciate all the help and information as we made our grown-up decision to get great, durable, and high-quality luggage that will literally last us forever.

I used to be a consultant and traveled for work about 40+ weeks out of the year. I eventually refined my carry-on strategies so I now no longer ever check a bag. My former ebags hardside spinner broke after 3 years and I spent a few days finding an upgraded replacement. The AWAY carryon has been the clear winner. Besides looking amazing with its matte finish, the small perks integrated into the bag (additional small items zip pouch, compression mat, laundry bag, execrable battery), it has also nailed down the fundamentals with handle length and portability (4-wheeler, very smooth). Unfortunately my original order online was actually an error (they sent wrong color), I was able to swap it out in the store without any issues. Service was amazingly helpful and I trust i can contact support should any issues happen down the line.

I am an Away consumer and have a few suitcases and a backpack. Was visiting Austin when my Away backpack zipper split open and broke completely. Went to this location with the goal of buying a new one. The staff were so rude and not one person tried to help me. Walked out and ended up buying not one but two Baggolinis who have a similar design, texture, and look. Spent $250 on those bags vs the replacement backpack which was about the same price. Not sure I believe in the brand's customer service. And they don't warranty their backpacks, which is disappointing. Skip this store.

Very durable! This is our Away luggage's second year and I purposely waited to write a review just to see how it holds up for two years. I got it as part of our wedding gifts. I got two "The Bigger Carry On" in dark blue and we love it! When it get's scruffed up, just wipe with soapy water or a gentle cleaner. Some scratches don't come off as easily but the luggage stays pretty anyways, It just gives it some character! In a flight going to Boston, Delta air stopped us and asked us to unscrew the battery and separate it from the clothes. Definitely an inconvenience! Good news is, AWAY at the Domain made us an appointment to change up the battery system to an easily ejected kind so we don't have to scramble through for a Phillips screw driver. It's a 15 minute service each luggage and it's free! While there, I'm gonna check out their new stuff!

Great place, friendly service, and good selections There are many good options for men as well! Great shoe options too!

Tried to stop in to buy some luggage with my partner. The number of associates (3) outnumbered the number of customers (1) and we were told to leave because they were over capacity. Maybe if you want to move merchandise, you'll have fewer associates so more than one person can come in to shop at a time. Away has competitors now and I will patronize one of those. Ridiculous. I am not an anti-masker or against social distancing measures at all, simply astounded by poor planning that leaves people unable to shop in a mostly empty store.

My husband initially place an order online for a large suitcase last week. We wanted to have the luggage tag personalized and paid for expedited shipping so we could have our luggage in time for our Spain trip. We received an email from customer service apologizing for the delay and stated our luggage would be delivered by Monday and were nice enough to refund our shipping costs. (We placed our order previous Wednesday) No tracking number sent and we never received any notification that our luggage was delivered. Told my husband to call the store to see if they could help in anyway. My husband called on Tuesday and explained the situation and the manager and rep were awesome! They overnight our luggage for us and wrote a personalized note for my husband. Husband was definitely impressed with their service and we are looking to purchase a carry on piece for him for another trip soon.

I'm in love with my Away carry on, and I'm equally impressed with the customer service they offer. I originally wanted the bigger carry on in Sky, but by the time I decided to get one, they had already discontinued the color and the Away store only had the regular carry on size. Two months later I visited the Away store and see that they have the exact size and color I wanted and since I was still within my 100 days, decided to trade. Unfortunately, three days later when I brought in my old luggage to trade, they had already sold out. Ivy offered to take my information in case they somehow received any other ones. I gave my information but didn't want to get my hopes up but a few days later Ivy called and was able to hold the bigger carry on for me until I was able to come in!

I needed a new suitcase ASAP and didn't have time to wait for an online order to arrive, so I made a last minute trip to Away. Hannah and Hannah Rose were SO incredibly helpful, quick to assist, answer questions, and provided great recommendations. The bags are excellent, and having them so quickly customized was an added bonus.

I went in the store today with my partner to look at a bag I had seen online. While there, the dark-haired clerk with bangs was pointing at me and laughing, making comments about me to her co-worker. The clerks all stood in the corner behind the counter talking to each other while we were there, never offering any help and behaving like middle schoolers. You can do better than this, Away.

Called on a wed. to purchase for my mothers birthday the next day. They were so helpful and patient with me over the phone. We live in San Antonio and this was the closest store location. I received it personalized the next day!!!! Great service through the entire experience. 100 day money back guarantee and lifetime warranty.

Called into the Austin store to see if they had a piece that was out of stock online. Arti was very helpful and helped me get the piece I wanted. I love my Away luggage and have been to the Austin store a couple time, always great service and great products. Thank you!

Wow! The staff here is so friendly and helpful. I had ordered a luggage set online that was shipped to my home. Unfortunately, one of them came dented from UPS. Luckily, Austin has a retail store and was able to easily exchange the luggage and also for a different color (ended up liking navy more than coast). Shout out to Shana(?) for making this process easy. If only Apple could learn a few things from Away in terms of getting customers in and out of the store quickly.

I decided that I was going to buy a high end luggage that could take beating from domestic trips. I bought a white, bigger carry on with the ejectable battery. I used it to my NYC trip. On the way back from JFK the TSA agent said the luggage looked bigger and had me place it in the airline sizer, which fit like a glove. I'm going to buy the smaller version for my trip to Greece. FYI, my older niece and myself placed 3 outfits each and still had room. This is an awesome carry on and I was not disappointed. Plus you have 100 days to change your mind. Customer service at the store was also awesome. They answered all my questions prior to the purchase.

I've been wanting this luggage for awhile now. I knew exactly the size I was wanting to purchase. I went in on a Sunday afternoon right when they opened. Customer service is top notch. The sales associate was able to explain every little detail about the brand/product. Did I mention to tell you this luggage is lifetime warranty? That's correct! Can't wait for my Peru trip coming up this year.

Was down in Austin Texas and stop by to pick up my new luggage. Absolutely love my new luggage well thought out design is great. Staff was very friendly and very helpful.

We loved our visit to the Austin store and our time laughing and getting educated by Hannah. After oohing and ahhing over the bags, features and various colors, we wound up with the larger carry on in Sky with matching Everywhere Bag in black. I'm going to be such a stylish and organized traveler! I'm going to ask for the large leather toiletry kit for Christmas to complete my Away ensemble! So excited for them to arrive! Thanks Hannah for the info, education and laughs.

I received an Away bag as a gift that had a lithium battery mounted inside. Earlier this year, new FAA regulations dictated that customers must prove batteries could be removed before getting on planes in the event the crew needed to check your suitcase and stow it under the plane. With the mounting on my bag, this was not an easy task. At one flight, I was told to remove the battery or I would have to leave the terminal to ship my suitcase to my destination. I had to unpack the bag in the gate area, remove the battery with a tool provided, repack, then get on the plane after proving I could remove the battery. To say the least, this was a hassle. I contacted Away and they offered to modify my suitcase with a battery that is easy to remove with the push of a button instead of unpacking my bag, unscrewing the battery, repacking my bag. Away made it simple for me to either ship my bag or schedule an appointment in a store to get it fixed in ten minutes. Away did an awesome job communicating the issues with the bags, new FAA regulations, and providing multiple solutions for me so my bag wouldn't end up in the landfill. As far as I'm concerned, Away did an AMAZING job providing an exceptional customer experience. I'm now a loyal customer. Thank you Away!

I walked in curious about the store and the nicest, most helpful sales associate, I think her name was Ivy told me all about the history of the brand and all of the products and their features! I will definitely be back!

if anyone makes a purchase at away travel, do not give them your email as they will bombard you with tons of emails. i have sent them many request to stop with all these emails. they still keep coming.

Love the products and the customer service is awesome. Worth a visit to the store at the Domain too. They have lots of unique travel accessories and gifts.

Don't buy luggage from this store. I purchased on December 8, 2019 a piece of luggage not in stock based on the promise from the sales person it would ship within 1-7 business days. It even states on my order confirmation "delivery within 1-7 business days". I needed the piece for use on a cruise ship vacation starting tomorrow. The luggage has not been delivered. I could not contact anyone by telephone. After 3 days I finally got a response from the help@awaytravel.com email stating that my luggage would be delivered by Christmas. Totally unacceptable. I now had to buy another piece of luggage to take on my vacation. I will never buy another item from this store.

Mary was such a wonderful help in helping me prepare for a business trip. Couldn't be more happy with the AWAY team! Totally recommend Mary and the whole team at AWAY!