Away

For my soon to be husband, I ordered the large checked bag and the larger size carry-on for his grooms gift. I wanted to do the monogramming when I ordered the set online, but it would've delayed the bags getting here until after we left for the wedding and honeymoon. Once they arrived, I really thought the monogram would be a nice extra special touch. I called the store to ask if they by chance do in store luggage monogramming and the Associate said yes they do! I then asked how long does it usually take and she said only 10 minutes-- Even better! I made sure to call the store and ask if they do the monogramming because this store is located in a quite sizable mall and I would have to carry the large checked bag and the larger size carry-on a good ways just to get the bags to the store so I didn't want to go through all that work just do not have monogramming available. Well, I went through the hassle and hauled both the luggage items in to the store just to be told that they do not do in-store luggage monogramming, they only do luggage tag monograms in store. In short, I was very disappointed with being told the wrong information, and overall customer service. I wasn't offered any options besides sorry we don't do that in the store. It may have been nice to be offered the luggage tag monogram or wait to ship out from monogramming after the hassle that I went through. Also, for anybody looking, they do not do in-store luggage monogram, only luggage bag tags

GREAT company that stands behind their product. We had a problem with our luggage that we purchased from 2016 (the year they launched) and they quickly helped us resolve our issue. I highly recommend them if you’re looking for a quality piece of luggage.

I am in town traveling. My medium’s zipper broke on the way here. I leave Sunday so didn’t have time for a replacement to be mailed. Called the store, they told me to bring it on in and they’d send me home with a brand new one. And they’d did! Phenomenal customer service. Away customer for life!

Wendy was super helpful brought in my carryon that had some defects and she was able to help get it replaced as they were not able to fix in store.

Buyer beware! Horrible customer service. I sent multiple emails, because you can’t call them, and got no replies. I finally called a store that is a 3 hour drive from me to file a warranty claim- the handle is stuck in the up position. They sent me a handle to install myself- not great service but whatever- I went to install it and it wasn’t even the correct handle for my bag. I emailed them 3 times regarding the issue and they never replied. I called the store again, and they filed another claim. I was sent a replacement bag that is smaller and the structure is not the same as mine (mine zips in the middle and has 2 compartments versus zipping on the top and having one compartment). I emailed them and complained about this and they told me if a bag is discontinued it goes into a limited warranty and they can basically replace it with whatever they want. It’s not my fault my bag was discontinued. It’s not my fault my handle stopped working. Yet here I am with a broken trolley handle and a “new” bag that doesn’t compare to the old one. They could have sent me the correct bag and kept a family of customers but given this experience we are going to one of their competitors. AWAY, you should do better!

Love the suitcase, hate the customer service. I’ve had my suitcase for about 4 years now and it’s broken twice. The first time it broke customer service was awesome and replaced it promptly. The second time they made me pay for my own box to send it back. Sent it back over a month ago and still haven’t received the replacement. They sent an email on Jan 17th saying it would ship within 1-3 business days and it still has not shipped. When I have reached out to customer service they apologize then just send me another email saying another 1-6 business days from whenever I reached out. I don’t think I’m going to see my replacement anytime soon. I would not recommend purchasing from them.

Watch out when purchasing final sale items. I bought a black quilted backpack on sale from $250 to $135. It is smaller than it looks in the online images, and it's cheaply constructed.. Not worth $135, and no way to return it. I have other suitcases, and I've loved them, but I will purchase elsewhere next time!

Service was so wonderful from this store. The store manager – Alex, went over and above to assist me with a couple of luggage issues. Highly recommend her, the service at Knox Henderson, and also of course the luggage!

I wanted to graduate to grown-up luggage with style and decided to go with Away after reading a ton of reviews and finding a store local to me in Dallas. It's a small location where parking is a challenge, but the customer service was impeccable! I just returned from my first trip with this luggage and couldn't be more pleased! High quality, stylish, and the wheels are AMAZING!! I look forward to purchasing more pieces.

I own three pieces of AWAY luggage, two purchased online and one in this store. They were so nice and friendly and helpful when I came in to this location at the beginning of last year that of course I would love to pay $35 for a matching personalized luggage tag to go with my suitcase! (Even though any suitcase you buy from them comes with a perfectly good basic black luggage tag.) Easiest sale ever, and quite out of character for me to buy, but what the heck. So, I just used that suitcase for only the second time (very first time flying) and although the luggage itself is quite durable, one part of my personalized luggage tag tore during the flight (the part which keeps it securely attached to the actual luggage, rendering it useless). I've heard AWAY is very good about replacing broken luggage so I thought that might extend to the personalized tag they talked me into. I stopped by this store to ask about this and they quickly disabused me of the notion that AWAY might do this small courtesy because there is a one year warranty on this luggage tag. This is after they informed me that I'd have to call the 800 number even if it was within the year. But I purchased this tag at this very store! Y'all created it right there! It seems bizarre that I'd have to go through the main number, right? But, okay. Anyway it didn't matter because I made my purchase on 1/30/23. And yesterday was 3/6/24. Hardly outside of the one year, but nope, no options. Three employees just standing there looking at me. No attempt to offer any kind of consolation or understanding or "we're so sorry our corporate parent is unreasonable about this aspect of our replacement policy." I probably would be writing a much different review if there had been any of that. I pushed the broken tag across the counter and left. A good product is one thing but good customer service is everything. Disappointed is an understatement. I have purchased my last piece of luggage from this company. One more thing--if you use AWAY luggage you will not be unique. Already I've seen my exact suitcase while flying (my smaller one that I use a lot more) AND lifted it off the conveyor belt twice thinking it was mine! I solved that by finding made-to-order durable vinyl labels on Etsy which will no doubt last much longer than AWAY's money-grab-personalized luggage tags.

If you haven't been to the Away store, I highly recommend it! I made my first Away purchase online which was a good experience. Going into the store is an AWESOME experience! Although the store was busy due to a sale that was occurring, the sales associates attended to each customer very well by answering questions and giving me time to check out the luggage at my own pace. The best part of going into the store? The customers! It was so great to talk to customers who have the luggage to ask them questions and obtain their thoughts. The store has all of the suitcases and colors available on display which really helps for matching pieces. Having the luggage available helped me to see I didn't need the biggest piece like I thought I did. Although the store is small, the luggage is available on site to leave with that date. I was also able to get my luggage tag monogrammed on site which was totally unexpected! I love they partially open the box to expose the suitcase handle to make it easy to carry the box out of the store. Some customers wheeled their new luggage right out. Away is a high priced luggage brand. I believe you get what you pay for. Based on my experience with my first piece, I love how it literally glides across the ground making traveling a breeze. Looking forward to trying out my new piece of luggage soon!

Wowzer! Their customer service is atrocious! And I mean that word with the 1st, 2nd and 3rd meaning when pulled up in the dictionary. I came in today and the store had a nice amount of constantly flowing customers and window shoppers. I was there for about 30 mins, 20 of which is just me standing attempting to get someones attention, waiting patiently for others to wrap up their order to then instantly try and get some help as I was there to strictly purchase and didn't need to look around. After about 15 mins, another couple as they were finally leaving whispered to me, you better hurry and grab their attention or you'll be in this store forever. And thats when I made my move!! Luckily, a nice older couple told someone I was there before them and ONLY then was I helped and Not by the initial lady who asked me but by a store helper who came from the back and asked if I needed help. I instantly said YES PLEASE and then I was in and out in 10 mins. Its simply WAY too chaotic on weekends for the small amount of staff available. The store is pretty tiny so maybe add in a ticket system or something to identify who was there first. I bought the medium weekend bag and will be testing it out before adding on the entire set.

What an incredible experience. My wife's Away carry on suitcase needed new wheels. The away store on Knox ordered the wheels, they arrived at our house and we proceeded to take the suitcase and wheels to the store to have them installed. I have done this in other suitcases, not away and found it to be a pain. The suitcase and wheels are covered by the Away warranty. They offered to install them. There was something wrong with the screws to be used and they were unable to install them. Instead, they replaced the suitcase. Wow, incredible! Can't say enough good things for this company and its well trained staff. Thank you Away!!

We have 3 Away carryon bags and love them all; mine has been all over the world, and is just as sturdy and reliable as ever. When I first got it, I had an issue with the pullout handle, which would hang up a bit and was sometimes difficult to extract. I contacted Away, who told me they didn't have any handles in stock at the moment... ... so they sent me a brand-new handle! It arrived within a few days, and I sent the old suitcase back in the same box, with a prepaid shipping label. What a great company. Their customer service was friendly, responsive, and accommodating. We are Away customers for life.

This airline is dead on its feet. Shitty food in 1st, rude flight attendants. American Airlines does not comply by its own rules on their website and doesn't comply with DOT rules. How do they get away with this? Never again Delta from now on.

May be the worse run company for ordering product on line. They cannot give delivery status on my order for over 8 weeks. They tell you they will email back in 24 hours and it does not happen. Three times I have tried to get help through their Chat but nothing. I have asked how to escalate my requests but they only say wait for an email which does not come. Poorly run company which likely will go out of business. Beware before ordering product

We've been using Away suitcases for years; After many years of hard use, rolling over cobblestones in Europe, on and off planes, the suitcases have held up incredibly well. The only problem was with the retractable trolley handle on my suitcase, which started to stick. I contacted the company for replacement handles; I was informed that they did not have a replacement handle in stock, so would be sending me a brand new suitcase. Days later I had my new suitcase. What a great company; their customer service is the best I have ever seen, and their products are excellent.

On top of everything else we were told we had to catch an airplane tonight around 10 pm tonight to get back to Hobby Airport. So we had to get a room at the Marriott which is coming out of our pocket which it is now the Monday the 13th. Just from flying on American Airlines the strewards don't even like working for them. Now our baggage seems to have disappeared. They don't know if it is in the back or on an airplane. So we are at this Marriot without any change of clothes and other necessities. Don't fly with them there HEFFAS .

There was only one sales associate working and several people waiting to get help. Not only parking was hard to find but having to wait endlessly, I just left the store. It was really hectic in that little store. Someone mentioned maybe having number system etc might be more helpful instead of fighting for attention of one associate. I just did online shopping and so much easier.

Such rude people working in this store. They were to busy for even poor service. This place is such a waste of time.

We were very excited to find a store where we could go and see the Away products and hopefully not have to order anything if we really liked it. We looked at the well known business travel brands and thought everything was nice but not the most bang for your buck. The Away products are great quality, and function. The staff was excellent. Everyone was knowledgeable and outgoing. They answered all our questions and we are now happy customers! I would absolutely recommend Away to anyone who is looking for new daily and travel luggage.

Jordan was absolutely amazing! Called the store to see if the "the large" in black was in stock. He quickly checked and put it aside for me to pick up that day. Once I got there, he had me in and out under 5 minutes! Love away luggage and love the customer service!

Handle on our suitcase got jammed and became almost impossible to retract. Took it to Away on a Saturday and they said they'd get it fixed by Monday. Left, and they gave me a call in about 2 hours saying it was fixed. No questions asked, no hassle, just great customer service. Will always recommend this brand to anyone looking for suitcases that will last forever.

Great customer service! The team was so patient. Would definitely recommend this store in particular!

DO NOT ORDER OR BUY AN AWAY BACKPACK! When I first bought away gear, there was a lifetime warranty.. NOT ANYMORE. And the Zippers on the backpacks FAIL. I KNOW BECAUSE THREE OF THEM FAILED ON ME. They replaced two but won't replace the third one. I won't ever be shopping at Away again. I can't support someone who has a faulty product and changes the rules to fit the faulty product instead of improving the product. Bye bye Away.

I couldn't help myself, I went back and bought a carry on. Miraca, was the best representative you could ask for, she was fast, kind and very willing to show me how things work.

Picked up a tote in hopes of not checking luggage for an upcoming trip. Staff was helpful but not overly knowledgeable about the product. After I left the store I looked up the website and found a bunch of info on the product I purchased along with several other pieces I looked at while at the store. If I'd known a few more of the features I would have likely picked up at least 1 more piece

I'm going to give the store in Dallas a marginal 4 stars more like a 3. They were good on the phone, and corresponded with me by e-mail efficiently and were responsive, and made the payment process simple by e-mail. The in store sales people are not that helpful, and could brush up on some basic manners. I don't even think they said Thank you, when I left. I had to exchange the hard shell carry on for a "medium" as the first one I ordered on the phone was way too small inside (it looked like two pairs of under ware might fit). It was only $21.00 more for the larger piece which seemed fine. However, I wish they has shown me the product when I originally went to pick up the first one. They just brought it out of the back in an over shopping bag, and didn't show me the product or up sell anything or make sure it was the right thing. They just kinda sat there and allow you to ask 40 questions instead, and it feels like they just expect your're just going to take it and get out. It's very much that Millennial vibe, of "just take it, or leave it".

I had the worst experience at the Dallas location for away travel. I was never greeted when I entered the store no consultant would offer to help my husband and I I was overall disappointed. I ended up purchasing a set of suitcases and retuned them the following week because they way I was treated in the store I decided I wanted to spend my money else where unfortunately I was looking forward to making more purchases with this company for birthdays and holidays . Customer service is a major key to me and my family and this was not it.

The store is great. The luggage is good if you've never traveled. Its rubbish to open and keep your items in once you've arrived. It's hard shell and strict limitations on accessibility make it only appealing in Aesthetics. It's nice to look at. I'll buy travelpro next time. Just my honest opinion.

Unimpressed. Very limited inventory. Too high for the product. If you like to spend money just for a label, this is the place for you.

Came here on the grand opening! It was definitely the best airport I've been to. I recommend coming here there's food, stores, accessories,etc..,. Most definitely will come back.

I can always find something. You might have to look to make sure there is no flaws but on the most part it's all good. The Clerks are wonder and patient.

My locked was ruined because it was unlocked during a TSA check. Took it back to the Away store in Dallas and got it fix with no issues.

Had a positive experience with staff on opening day: they were knowledgeable, amicable and professional. The overhead lighting in the store is not sufficient to view the products -- had I not already been a customer of the brand I would not have made a purchase that day because of the insufficient lighting b