Away

Absolutely terrible customer experience, I purchased over $1000 in luggage within the last 30 days and they are requiring me to return the unused luggage for a return and then to repurchased at the discount. “Pledge to sustainability” and “convenient” for their customer is quite literally the opposite of my experience. I’ve asked for a phone call from customer service which “they won’t do”. I will advise anyone against purchasing solely due to the terrible customer experience. When you pay a premium you expect premium customer service, Away has provide subpar customer service and lies about their sustainably pledge.

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.

I never write reviews, and I'm a very reasonable person, I've never experienced worse customer service. I haven't even received my bag yet, but after this, I'm probably just going to return my bag. I ordered a bag with 2-day shipping (an extra $50), after my bag was damaged on a work trip. After receiving my tracking number on the next day, I assumed all was well and that I would receive it within the next 2 days, however, when the tracking number finally showed a delivery date, it was well passed the time I would be heading back home and no longer at the delivery address. I tried for MULTIPLE days to get both Away and UPS to redirect it to my home address but the only thing they said was to go to UPS MyChoice and change the delivery.... UPS didn't give me that option, so I called them TWICE and they say that only the sender is able to change this packages delivery address...... so I go back to Away's ridiculous chat only customer service AGAIN, they tell me to change it with UPS and that they can't do anything... so now my luggage has been delivered to an address that I'm no longer at. They won't refund the $50 expidited shipping charge, or let me speak with a manager and I now have to pay extra money to get it shipped back home to New York. And all they said is.. "Let me make a follow up on this concern to our management. However, we are unable to guarantee that this will be considered. I will send you a follow up email, once they receive your concern, they will get back to you over email." Thank you, Away, for the worst customer service I've ever experienced. It's been a true blast. Also - I know that this issue doesn't pertain to this location, but there's no where to write reviews for the company as a whole, sorry NYC Store staff, I'm sure you're great.

Extremely questionable business and marketing practices. Away Travel only allows customers that enjoyed their product to post public reviews on their site, as opposed to companies who allow all customers to create reviews. This creates false and misleading representations of the quality of the products. I purchased the FAR 26L backpack that was faulty due to their manufacturing and design, and Away refused to both replace the bag and allow me to review the product online. The straps of the FAR 26L backpack are painful, uncomfortable, and uneven. I have purchased products from here that worked out decently before, but now that I know they have shady and untrustworthy marketing strategies and don't support their customers, I will definitely think twice about shopping here again.