Away

I just purchased a medium flex suitcase for a trip in 2 days. When I opened up the box to start packing my suitcase for my trip, I then realized they had sold me one that someone must’ve returned and swapped out for a medium, not a medium flex. You’d expect better for a brand that sold me a $400 suitcase. Well, at least I paid for a $400 suitcase, but that’s not what I got in the box.

What’s the point of a brick and mortar store if they can’t assist you with a product issue? I received a monogrammed bag as a Christmas gift with the expectation of taking it on an important trip this weekend. As you can see in the photos, the monogramming is abysmally done, and is completely different from the delicate sample it was supposed to be. To top all this off, I can’t even get this issue rectified before my trip because the brick and mortar store is unable to help me with this issue - I have to wait 1-3 business days for the online customer service to even get back to me. For the type of brand this is, I would expect significantly better customer service, and I am extremely disappointed by the lack of any help here.

I am beyond impressed. First of all, the entire atmosphere of the store is very cool. The workers are all so friendly (one even went above and beyond and helped me figure out which El train I needed to take while I was waiting for my product to be brought out). The transaction process is very smooth and quick. Even better, they offer a fantastic return policy and flexible warranty. I love that the suitcase comes with the option of a USB charger. Finally, you can get custom tags for the luggage which they make in house in under 10 minutes! I will definitely purchase from Away again in the future.

I've been using Away luggage since they opened their online store. I've bought several and gifted them to family. For this purchase, I needed a large suitcase to check for an upcoming trip. I was able to look online, I called this location and they had one in stock. I paid for it on the phone, then drove to the location to pick it up. Easiest and quickest purchase with excellent customer service!!

First of all, I love Away luggage. It has been the best luggage I have ever owned and I travel every other week for work. I absolutely love the customer service and the quality of the suitcases, and the way Away stands behind their product In their lifetime guarantee. I had an amazing experience several times with a sales rep Bunmi there. She’s so patient and kind and accommodating and knowledgeable, it has been a pure joy and pleasure to purchase my luggage from her!! If you’re on the fence about Away luggage being worth it, undoubtably it is! Go see Bunmi there!

When I first bought my Away medium flex it was quick and easy. In and out, this was a few months ago. Today I came in because I had my lock reset button got stuck. The team was quick to handle the repair in store. I was in and out within 12 minutes. Thanks team

I ordered a bag from Away and the never shipped it. I spent over two weeks emailing them and having them brush me off only to have the order cancelled. They never returned my money and I still don’t have the bag!!!

wonderful experience! I needed a repair to a luggage I had already purchased (great suitcase). I called and asked for their availability for the repair. They were friendly and accommodating. Came to the store and they were able to do the repair in 20 mins and the suitcase is back to 100% Really appreciate the efforts of the whole staff!

Wonderful luggage!!!! Love the easy of the way the luggage glides on the floor. Customer service is amazing. Have only had luggage for a week. Expensive but so far worth the money.

Drove about 45min from Hinsdale area after calling and being assured that there is no difference In buying in store vs online. Arrive to the store and the sales person basically got me sold on a blue bigger carry-on with a pouch upfront, only to find out if they don't have it and then that they can't use the referral discount in store or do any of the referral stuff in store. After being sold on the blue one and then finding out they don't have it I was just told to get a different color and return it within 100 days. Honestly none of this would be an issue had they not brought up a color that they didn't have in stock. And they they really answered my question realistically when I called. I left 2 stars because the person I worked with was nice, but didn't really seem to care much.

Went to do an online return that was still wrapped in its original wrapping. The store employee asked if I had the box it came in as if the item was used and damaged. I didn't realize I had to save a shipping box to make a return that was in brand new condition. Will definitely not be coming back to this location with the horrible customer service and judgmental looks I got from this cashier.

Love this store and the products. I have the backpack (smaller one) which is great for short trips as it fits my laptop and work items and fits under the seat in front of me, however I cannot fit any clothes in the smaller backpack. The bigger carry-on is my go to suitcase for all travel with the 27inch suitcase for the longer stays. The personnel at this store is extremely helpful and have helped me fix my lock on the carry-on.

Denise and Vicki were so helpful! I came in needing a carry on for an international flight. Both assisted me in sizes as well as what carry on would work best with my airline. If you want A+ service and extremely friendly and helpful service-AWAY in Chicago is the place to go. I also did not think I had time to get my luggage tag monogrammed in time, but fast and efficient they were! I am thinking about buying additional pieces when I get back from my trip. Thank you for your exemplary service and assistance. My daughter now wants my luggage or her own set!

In-store lacking in customer service. Staff is reactive, not proactive, informing customers of their products and paying attention to detail. Exchanged the carry on w/ usb option for the carry on flex then realized not only did the new case not have the usb option but they forgot the envelope with tags. Come on... I'm sorry but if I'm splurging on nice luggage these details should be considered by the seller helping navigate the exchange. Fancy luggage and fancy store with an underwhelming, lackluster staff.

Went into the Chicago store on Sunday looking to buy a Large. Was told there weren't any in stock at that location but they could order me one and it would be shipped to my house. I told them I need to have it by the following Wednesday for a trip and they guaranteed me that I would receive it in time. Well today I got an email saying they processed my order wrong and now it won't even be sent out for shipping until the day before I have to leave. So needless to say I now I have buy new luggage to use on my trip because the employees at the Chicago location messed up my order. I would not recommend this company because of this fact EDIT: changed from 1 star to 4 because of the amazing assistance I received from Mikaela at the Chicago store. She went above and beyond to assist in correcting this problem. Top notch customer service.

Stopped here while in Chicago after a meeting downtown. I wanted to check out their aluminum bigger carry on luggage. First things that come to mind about this place is the sleek, clean modern atmosphere and really above all else the customer service. They walked me through the features of the luggage, what is can do and how easily it glides around. They offer a 100 day trial to take it on the road and test it out. I didn't end of buying it in the store but I ordered it a week later at home. Shipped very quickly and comes with a nice black bag with a zipper to store it in. I take it everywhere and it travels nicely! I would definitely recommend Away and their products. Justin

I came here on a mission while visiting Chicago for a weekend. We don't have an AWAY store in Toronto and the shipping costs for ordering online are quite high, so I waited until I was in Chicago to buy the "bigger carry-on" which I had been eyeing for a while. The product is solid. Beautiful, clean design, thoughtful details, good functionality and a competitive price point. It is also nice to support a company founded by two women. I am really happy with their products' quality. (I also have an "everywhere bag" that I received as a gift, which is the perfect companion to their carry-on luggages, sitting perfectly on top with a slit that allows it to slide over the luggage handle). The in-store experience was great. The young man who helped me answered all my questions and was happy to explain to me the differences between the regular carry on size vs. the bigger size. He also patiently waited for me to choose a colour (the hardest part!). Once I decided, they brought me the luggage from the back in a dust bag and you pay via ipad and they email a receipt to you. Easy peasy! If you have friends with this luggage, ask them for a referral code. I used a referral code from a travel blogger I follow and got $20 off.

I was browsing for luggage online and came across Away's website. Reasonably price, innovative, various colors and accessories but I was sold when Sydney attentively answered all my questions. She even demonstrated how to attach accessories and informed me about customization options. I will definitely be making a purchase soon.

I bought an Away backpack in May 2019 and I have used it only sparingly. I am extremely disappointed in the quality of the allegedly premium product. The backpack has not held up well to minimal use with cosmetic damage that I never experienced with my JanSport backpack. Even worse, one of the zippers is broken and unusable and the backpack only comes with a limited one year warranty. Hard pass.

It's in the name... You just want to get away and the product helps it be convenient to do that. The quality in the merchandise is better than any American tourist or Macy's luggage you buy. This material last for years and if there is any problem, the employees here go beyond to make accommodations to the type of luggage you prefer!

Unreal customer service. I'd give more than 5 stars if I could. My husband and I got into Away before they were popular. We've purchased several bags from them. Prior to Away, we used to be Tumi people. I've never received the customer service and quality from Tumi that I have with Away. Today, I went into the store (keep in mind, my husband and I each travel over 100,000 miles a year and have for years). A couple of the bags had interior issues, but Away stood by their lifetime guarantee and made the situation right. We will continue to buy all of our luggage from Away. Fans for life.

This is what amazing customer service looks like. Everyone was so friendly and patient while I chose the color of my suitcase. They were great at providing details and offers about the 100-day trial and they were very helpful with a last-minute request. Looking forward to shopping more at AWAY!

The best luggage and company. I now have 2 carry-ons, one large suitcase, and the packing cubes. All of these items are of extreme quality, and make traveling feel luxurious. Customer service is extremely friendly and helpful if you have any questions or concerns with your products. They also have a referral program, where you can give someone a $20 off referral link and you will also earn $20 when your link is used. This is really nice, because you are likely to be a repeat customer after experiencing the luxury of AWAY. Linking mine if anyone would like to use it for $20 off! http://fbuy.me/mEpwi I would recommend AWAY to anyone and everyone.

Experienced great service. They were very kind and helpful. I bought it on Saturday, and it was delivered on Monday right to my door! Very pleased. Great quality luggage as well. I can't wait to go on my next trip.

Helpful and knowledgeable staff. Products are well displayed. After our visit, we ordered on line.

Wow! I have NEVER had such fabulous customer service! I walked in, explained that my battery had broken, and without question, was given a new battery! THEN, he gave me a new charging cable too! Not only is it an exceptional luggage, that I love, but the customer service is great too!

Suitcases seem super cheap-- as in poorly made--but the "service" was even worse. Two guys standing around doing nothing too busy talking to each other rather than even acknowledging a customer's presence.

I had been eyeing a bag from Away for a while but wanted to see some in person before I made a purchase. I stopped by the Away store on a Monday and was immediately helped by a member of their staff. They have all the bags that are online, in-store. They made sure I new about all the bag features and their 100-day warranty and were there for any questions I had. They were super friendly and helpful without being overbearing or pushy. I ended up purchasing the bag I was looking at online, the Bigger Carry-on and was able to leave the store with it, in the color I wanted! I also noticed they were helping a customer with a bag that was in need of repairs. The employee walked the person through the steps of what needed to be fixed and how long it would take. It's nice to know that you will have great customer service if something goes awry with one of their products. Would highly recommend stopping here if you are looking at purchasing one of their bag products.

Cheaply made bags. The quality is pretty poor if you look close enough. Lifetime guarantee because you're going to need it.

Excellent customer service! My The Big Away suitcase developed a crack in the shell and I was easily able to contact customer service via email and they very quickly shipped out a replacement and it was easy to return my damaged one. I was very impressed with how seamless the experience was and how responsive the representative was.

Excellent quality product, amazing service. 5 stars all around. Our sales associate today Sara was terrific!