Customer ReviewsforAway

Away Travels customer service is a joke. A black hole of ineptitude. Incapable of addressing a problem they created by shorting my order - sending just one of 4 identical items I ordered. For most companies, this problem would be simply resolved. But instead, I have spent hours and hours writing emails to them. They provide no ability for a customer to reach a human voice by phone. DO NOT do business with this company.

I ordered a neck pillow which broke on the first use. **************** said that they couldnt replace because its discontinued but would provide a store credit if I returned it. They promptly sent a return label. I returned it; it arrived in their warehouse on May 24, ****. It has been over a month with multiple emails and I still havent received my store credit. They originally said it would take 2 weeks to process.

**************** is a total black hole. Emails three times no response. Posted customer service need on ********* They replied with "we will send you and email" and again nothing.

I made an online purchase of carryon luggage 11/16/22. I received an email dated 11/17, stating that my order had been shipped. However, the tracking status that day said only "Awaiting carrier pickup - shipper created a label, UPS has not received the package yet." That status remains unchanged as of today, 12/6/22. I emailed Away 11/27 and 12/1 (on its own site email platform) requesting assistance, status update, etc, and received no reply to either email despite Away's assurance that it typically responds in 1 - 2 business days. Away's website does not provide a contact phone #, but I found one through a ****** search. I called that number and got a recording from Away directing all inquiries to email, to which, apparently, it will not respond. In sum, there is no customer service to speak to, they won't respond to my emails, and I have not received the luggage I purchased. Meanwhile, they processed my payment of $312.71. There is no indication of any supply chain issues and nothing on their site showing that the luggage item I was purchasing was back-ordered or out-of-stock. I have contacted my credit card company to dispute the Away charge because Away is completely unresponsive and I no longer have any confidence that it will honor its end of the purchase transaction. Its "customer service" is non-existent.

I am trying to make a return and I get an email back saying it could take up to 3 weeks to process my return. The items are sitting in my place waiting on them so I can ship them back. I will never order from this company again. The customer service is non existent and for as much as the luggage costs, you should receive the utmost care. They also have a second charge pending on my credit card that I did not authorize. And of course I cant get a hold of anyone to resolve these issues. Such a headache.

Terrible customer service. After waiting over a week to hear back on my return request, I was told it would take at least 3 weeks once they receive the item in the mail PLUS 7 business days to process my return. It is unacceptable to ask consumers to wait a month and a half to receive a refund on such a large purchase. This information should be divulged when purchasing or I never would have purchased!

Away did not honor the price in my cart and increased the prices of items with no notice. They did not honor the price that had been listed on their website and were unwilling to honor the price that I had at checkout of items. Their business practices are deceptive. I will not be buying items from them in the future.

HORRIBLE CUSTOMER SERVICE. THEY DO NOT CARE IF YOUR $500 ORDER GOES MISSING AND MAKE YOU WAIT ON YOUR MONEY. THEY SENT ME IN LOOPS BETWEEN CUSTOMER SERVICE AND A STORE LOCATION ONLY TO BE TOLD TO WAIT ON **** I HAVE CONTACTED *** MULTIPLE TIMES. NO SOLUTION BUT AN APOLOGY- I WAS ROBBED OF $500

I purchased two Bigger Carry-On and they were missing items and defective. Inside one of the luggages the zipper area has a stitching problem and left a big hole. Over the stitching, there was a tape over it. Really? you didn't think to just dispose or fix the problem before sending the luggage out again? Inside the same luggage, the outlets that they give you were dirty and they seemed used. The second luggage had two extra screws that were just laying around in the luggage. That is seriously unsafe! I returned one of the luggages and wanted my refund. They have received my luggage quite awhile, almost two weeks, and they still have yet to refund my money. I had to email them for them to hurry up and process my refund. They finally sent me the confirmation that they will refund my money. Do they think they were going to just not refund at all? seriously... I have never had this issue with online purchasing. this is by far the worse online service ever! They don't even give you a discount for their mistake or try to quickly resolve the problem. All they do is just give you excuses. I dont understand why their luggage is so expensive but yet they are "cutting down" their accessories that they give for free and give bad service. This will be my last purchase from them. Go purchase another luggage else where...