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Business Profile

Luggage

Away

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage.

Complaints

This profile includes complaints for Away's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Away has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Away

      503 Broadway Fl 3 New York, NY 10012-4441

    • Away

      10 Bond St New York, NY 10012-2340

    • Away

      111 North 3rd St Brooklyn, NY 11249

    Customer Complaints Summary

    • 82 total complaints in the last 3 years.
    • 27 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/19/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a luggage from Away Travel from my brother around **** as a birthday gift. Away offers a lifetime warranty on their website but is refusing to help me because neither my brother or I am able to find the receipt for the item. I have asked away luggage to just sell me the part and I can repair it myself, I only have to replace the wheel. It is very frustrating as they refuse to even sell me the part to repair the product they sell. As a customer we should have the right to repair products purchased, this luggage is complete waste if it is missing a wheel making the entire investment useless. The luggage is very expensive I have the aluminum large luggage they sell on the website for $800. I contacted away luggage from the email ******************** and spoke to a live chat and would upload a case number if I had one but they haven't even helped me in that sense. This is extremely unfortunate and I cannot recommend anyone away luggage with anti right to repair policy and unhelpful customer service.

      Business Response

      Date: 03/11/2025

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by ******* ********, regarding a request for a repair kit to fix damaged luggage. Upon reviewing the complaint, we have decided to proceed with a full replacement of the damaged luggage.

      Please let us know if there is any additional information needed from our end regarding this matter.

      Thank you,

      *****

    • Initial Complaint

      Date:02/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My mother in law bought me an away suitcase in December 2020. A little over a year ago I had an issue with the wheels of my bag so under the warranty they sent me a new suitcase and allowed me to use the box to send back my damaged suitcase. The second time I had an issue with my bag was in December 2024. My suitcase was damaged so I reached out and customer service told me it was covered under the warranty, but I would have to pay for my own box to ship back my old suitcase before they could send me a new one. So I sent the suitcase back January 6th. On January 17th I received an email saying we have your order SO-********, allow 1-3 business days for us to ship it to you. Then every week past that Ive gotten a similar email saying we have your order, allow us 1-6 business days to ship it to you. *** reached out to customer service twice explaining that I ********************** frequently and need to know that I am getting my suitcase back. I reached out on Feb 4th again and asked to have a supervisor contact me with the details of when my order would ship. They said they would have them contact me and they did not. Its now been 1 month since I shipped my damaged suitcase back. And according to the first email I got, my new bag should have been in the mail by January 22nd at the latest but it has still not been shipped. I feel that they have taken my bag and I am never going to see the replacement.

      Customer Answer

      Date: 02/16/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ******** ********



       

    • Initial Complaint

      Date:02/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased suitcases and a backpack for an upcoming trip around April 29th, 2024. Upon arrival, I noticed some issues so I initiated a return process. So far so good, so I shipped out the returns and was waiting for my refund now. Unfortunately it seems that although my return was sent out and delivered, Away never sent a refund. It took me multiple follow *** after no replies in between follow *** to check in on updates since they kept ghosting. Eventually I finally got a reply, and that for the backpack I refund was received, however for the suitcases *** cancelled the investigation and told me to reopen it? I did call *** but they told me the receiver should open the investigation. Which is what I told Away but they ghosted me indefinitely. I honestly was so frustrated with the experience I didnt bother contacting them after this, however I saw they were on BBB, so I am here today filing this complaint as I am out more than a thousand dollars, and they didnt even bother to follow up with me. This is very unprofessional and they stole my money essentially. My order number is *********** and I hope they are willing to contact me and refund me as I did return my package to them. I contacted them so many times on live chat and they kept telling me someone would get back to me, but no one ever did. Even in emails they told me the same.

      Business Response

      Date: 02/26/2025

      BBB Team -

      This is to confirm that we have received Complaint ID - ********, submitted by *** ********* ***, regarding refund requests for products that were returned. We have not received some of the returned products and have opened an investigation with our carrier partners, which remains unresolved. We have however gone ahead and processed a refund for the remaining amount of $1,378.60 on February 26, 2025. Please allow 5 to 7 business days for this amount to be reflected back to the original payment source.

      Please let us know if there is any additional information needed regarding this matter.

      Thank you,

      *****

       

    • Initial Complaint

      Date:01/16/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for a suitcase from Away Luggage on November 28, 2024, and paid nearly $300. This suitcase was purchased specifically for an important trip. Despite repeated follow-ups with customer service, I still have not received the item as of today (January 14, 2025). The companys customer service has been unacceptable. Failure to Deliver: The suitcase never arrived, and there has been no clear communication about the shipment status.Inadequate Support: Away Luggage does not have a customer service phone line for urgent issues. My emails have gone mostly unanswered.Broken Promises: I was repeatedly told my concerns would be addressed, but no replacement was processed or shipped in a timely manner.

      Customer Answer

      Date: 01/16/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ******* ****



       

    • Initial Complaint

      Date:01/15/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I realized I purchased the wrong size suitcase and submitted a request to exchange. The item has been returned but I have yet to receive any confirmation about the new luggage being shipped. There have been several emails from someone named JD that seems to be going out of his way to make this more complicated that it should be. To date, they have my money and their suitcase and I have nothing!!!

      Business Response

      Date: 02/05/2025

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by ***** ******, regarding an exchange request for a previously placed order. After reviewing the complaint, we determined that we were unable to process the exchange due to the payment source used for this purchase. However, we have confirmed receipt of the returned product and processed a full refund on January 23, 2025.

      Please let us know if there is any additional information needed regarding this matter.

      Thank you,

      *****

    • Initial Complaint

      Date:12/17/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      AWAY ORDER NUMBER ********* On November 19th, I ordered two items from AWAY:1st Item:The Bigger Carry-On Flex; Jet Black; Personalized with initials JSCI received a notice that it was shipped via *** on 11/21: ****************** Item that was delivered was the wrong item:oIt was The Carry-on; Jet Black; Personalized with initials YSI contacted **************** and at their request provided photos of the small while label attached to the shipping box as well as photos of the product.**************** provided a return *** shipping label: ****************** Product was shipped on 11/29 and delivered to the AWAY loading dock on 12/03 There is no indication that AWAY has taken any action whatsoever to replace the returned item with the product that was actually ordered and paid for on 11/19/2024.2nd Item:The Bigger Carry-on Flex; Navy Blue; Personalized with initials PJWI received a notice that it was shipped on 11/25 with the following *** tracking number: ****************** *** Tracking continues to reflect only Label CreatedI have repeatedly asked for the status of this item.The item has clearly not been shipped; it has not even been received by ****I have repeatedly contacted **************** to resolve this issue but no noticeable action has been initiated by them. "**************** suggested that the two items were still being prepared. My on-line account with ********************** continues to indicate that both products were shipped, and that they have not received the product that was sent in error and returned to them. *** continues to indicate that the returned product was received at the AWAY loading dock on 12/3 and that the 2nd of two items ordered remains in label created status.Since neither of the two products ordered has been received, and since AWAY appears to be incapable of sending the correct product, I request a full refund of the amount that was paid: $659.12.

      Customer Answer

      Date: 12/19/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      **** *****



       

    • Initial Complaint

      Date:12/17/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered 2 pieces of luggage but only received one. In trying to reach customer service I found that I had to email and wait 3-5 days for a response. I did connect with a person named *** who said *** generated a ticket but never received the item to ship. *** told me her team would search for the luggage and then I was ghosted. There isnt any way to contact this company for my luggage I never received. I ordered a matching set but only received one piece. I need answers as to what the problem is. They should have replaced it immediately as they charged me for it and the charge cleared. This is fraud!Please help

      Business Response

      Date: 12/26/2024

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by ***** *****, regarding an order that was not received. We have reviewed this complaint and have sent a replacement for the missing order per the customer's request.

      Please let us know if there is any additional information needed regarding this matter.

      Thank you,

      *****

    • Initial Complaint

      Date:10/28/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered a carry on on 10/16, received a wrong color, filed a return on the 18th. They confirmed receipt but would not issue the refund because they claim they have sent the correct color

      Customer Answer

      Date: 11/22/2024

      Better Business Bureau:

      At this time, I have not been contacted by Away regarding complaint ID ********.

      Sincerely,

      ***** **

    • Initial Complaint

      Date:10/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a blush Bigger Carry-On (a $295 splurge) from Away due to their lifetime warranty. The compression frame within the suitcase broke, and Away agrees that it qualifies for a complete replacement - great. The issue, however, is that Away has discontinued the blush color and will only allow me to select a replacement from the current core colors, none of which are at all similar to my original color. **************** recommended that I wait for a new color to launch, and after waiting 6+ months, Away has finally added a new color that I like: Passion Purple. This color is the exact same price as the core colors and is currently in stock. However, because Away has designated Passion Purple as a limited color and not a core color, they will not allow me to replace my broken suitcase with this color -- even though it is the exact same price. Furthermore, Away is unable to provide a replacement part for my broken suitcase (has been out of stock for more than 6 months), and after numerous emails back and forth, they are now trying to replace the broken part on my pale pink suitcase with a part that is orange, red, or other colors that dont match my $295 suitcase. This has been the most absurd customer service I have ever experienced. DO NOT BUY AN AWAY SUITCASE!

      Customer Answer

      Date: 11/06/2024

      Better Business Bureau:

      At this time, I have not been contacted by Away regarding complaint ID ******** and my issue has not been addressed.
      Sincerely,

      ******* *****

      Business Response

      Date: 01/23/2025

      BBB Team -

      This is to confirm that we are in receipt of Complaint ID - *********, submitted by ******* *****, regarding a warranty replacement request. First of all we apologize for the delay in responding to this complaint. After reviewing this complaint, it was determined that the customer requested a replacement suitcase in "Passion purple" color. This color was a limited addition suitcase which does not qualify as a replacement for warranty requests. We would be happy to offer a replacement in any of our core colors as per our warranty policy here (*****************************************************************************************)

      Please let us know if these is any additional information needed regarding this matter.

      Thank you

      *****

      Customer Answer

      Date: 01/24/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Away has discontinued my original suitcase color (petal pink) and is refusing to replace it with a comparable color.  Their new so-called "Core" colors are not comparable to my original, light pink suitcase.  Whenever they do offer a somewhat comparable color, they refuse to allow it as a replacement due to being a "limited release" color, despite the cost being the same.  I have requested multiple other resolutions, including replacement of the broken part of my suitcase or a refund/credit for a new suitcase, and Away has refused all of those options.  Their customer service seems to be conducted by a chatbot that provides the same answer over and over, without applying any problem solving or critical thinking.  All I want is a functioning suitcase in a decent color, and I have offered multiple options to achieve that. 

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ******* *****




       

      Business Response

      Date: 02/05/2025

      BBB Team -

      Thank you for the response regarding Complaint -ID ********. We appreciate the feedback and are always committed to finding a resolution that aligns with our policies while ensuring a great customer experience.

      Unfortunately, we are unable to accommodate a warranty replacement in the requested limited edition color. However, we would be happy to offer a replacement in any of our core color options of the customers choosing.

      Please let us know how the customer would like to proceed, and well be happy to facilitate the exchange as quickly as possible.

      Thank you,

      *****

    • Initial Complaint

      Date:10/04/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased 3 pieces of luggage from this company and subsequently returned them in order to exchange them for a different color. I received a credit on 9/20/24 for one piece and another credit on 9/23 for a second piece. I did not receive credit for the 3rd item. The company does not publish telephone numbers so I was forced to communicate via "chat". I chatted last Thursday (9/26) about the 3rd credit and was told they were "experiencing delays" in processing returns. They did acknowledge that all 3 pieces were received at their location in ******, ** at the same time. They further assured me that the credit for the third piece would be issued before the end of last week. I have not received the third credit. I chatted with them again just now and they are giving me the same run around. They refuse to give me any definitive time for the credit to be issued.

      Business Response

      Date: 10/18/2024

      Dear BBB Team -

      This is to confirm that we are in receipt of Complaint ID - ********, submitted by ** ****** ******, regarding a refund request. We have reviewed this complaint and have determined that a refund was manually processed by the Away team on Oct 3rd. 

      Please let us know if there is any additional information needed regarding this matter.

      Thank You,

      *****

       

    Away is NOT a BBB Accredited Business.

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