SmallBizGenius Analysis

Away luggage receives mixed reviews, with customers praising the design and organization but frequently reporting issues with durability and customer service. While some customers have had positive experiences with the brand's warranty, many others have struggled to get their issues resolved.

Category Breakdown

Scores based on analysis of 284 recent reviews

Customer Service

3.0/10

Many reviewers report negative experiences with Away's customer service, citing unhelpful or robotic responses, difficulties with returns and exchanges, and warranty claims being denied. Some customers mention long delays in communication and a lack of personalized support, while others praise specific customer service representatives who were helpful.

42 reviews mention this

Product Quality & Durability

4.0/10

A significant number of reviewers report issues with the durability of Away luggage, particularly with zippers, hard shells scratching easily, and handles breaking. Some customers state that the luggage did not hold up well after only a few uses, while others experienced failures during their first trip.

40 reviews mention this

Warranty

5.0/10

Experiences with Away's warranty are mixed, with some customers reporting positive resolutions and replacements, while others struggled to get their issues resolved. Some reviewers claim that the warranty is difficult to navigate and that claims are often denied, while others praise the company for honoring the warranty and providing prompt replacements.

15 reviews mention this

Shipping & Delivery

4.5/10

Several reviewers report issues with shipping and delivery, including orders not arriving, delays, and difficulties contacting the company to resolve the problems. Some customers mention receiving dispatch notices but never receiving their orders, while others had trouble tracking their packages.

8 reviews mention this

Design & Organization

8.5/10

Many reviewers praise the design and organization of Away luggage, highlighting the interior compartments, aesthetics, and overall appearance. Customers appreciate the thoughtful design features that help them pack efficiently and keep their belongings organized.

18 reviews mention this

Returns & Exchanges

3.5/10

Several reviewers report difficulties with returns and exchanges, including being offered only store credit instead of a refund and being denied exchanges for items purchased during sales. Some customers also mention having to pay for return shipping due to company errors.

10 reviews mention this

Pros & Cons

What Customers Love

Attractive and well-organized interior Mentioned 18x
"Great organization, etc. Great colors."
Some customers report positive warranty experiences Mentioned 8x
"I went on away chat, sent a few pictures and a few days later , a new one arrives . I used to have tumi , but they are no longer lifetime warranty !"
Easy to order and returns seem easy (for some) Mentioned 3x
"It was easy to order a bag. So far, returns seem easy."
Stylish design and aesthetics Mentioned 10x
"It looks great online."
Good in-store experience reported Mentioned 3x
"From the in-store experience to using the warranty, the Away customer service is simply head and shoulders above the rest. Paul was excellent at the Covent Garden store when I purchased the cases"

Common Complaints

Poor customer service with robotic responses and lack of accountability Mentioned 25x
"Terrible customer service and terrible accommodation skills. All they do is provide generic robotic responses and never solve the issue or take accountability."
Durability issues with zippers, handles, and hard shells Mentioned 23x
"Both failed within a year due to zipper issues. One completely split and couldn’t be closed during a trip, forcing us to buy a new suitcase on the spot."
Warranty claims are often denied or poorly handled Mentioned 12x
"Away states warranty is just good for 1-year.... backpack is also scuffing ...terrible customer service and last time I am buying from them."
Inconsistent color matching between different products Mentioned 3x
"We purchased this new case expecting the green to match; however, we were surprised to see that this green didn't match our previous purchases."
Shipping and delivery problems with orders not arriving Mentioned 5x
"Order never arrived. Unable to contact company."

Common Questions About Away

Answers derived from customer review patterns

Is Away legit and trustworthy?

Away is a legitimate company selling luggage and travel accessories, but the reviews suggest a mixed experience. While some customers are satisfied with their purchases, a significant number report issues with product durability and customer service. Many reviewers express frustration with the company's handling of warranty claims and returns. Therefore, while Away is a real company, potential customers should carefully consider the reported issues before making a purchase.

Based on 45 reviews

Does Away have good customer service?

Away's customer service receives largely negative feedback in the reviews. Many customers describe the customer service as unhelpful, robotic, and slow to respond. Common complaints include difficulties with returns, exchanges, and warranty claims. However, a small number of reviewers report positive experiences with specific customer service representatives who were helpful and went above and beyond to resolve their issues. Overall, the consensus is that Away's customer service is inconsistent and often falls short of expectations.

Based on 42 reviews

Is Away worth it for small business?

For small business owners needing reliable luggage, Away may not be the best choice. The reported durability issues and inconsistent customer service pose a risk. While the luggage's design and organization are appealing, the potential for zippers to break, handles to fail, or hard shells to scratch easily could lead to frustration and added expense. Small business owners may want to consider other brands with more consistent quality and customer service.

Based on 20 reviews

What is Away's return policy like?

Away's return policy is a point of contention among reviewers. While some customers report easy returns, others describe difficulties and limitations. A common complaint is being offered only store credit instead of a full refund, especially for gifted items. Some reviewers also mention that Away does not always honor discounts on exchanges, requiring customers to pay full price for the replacement item. It's important to carefully review Away's return policy before making a purchase.

Based on 10 reviews

Why are Away suitcases so popular?

Away suitcases gained popularity due to their minimalist design, perceived quality, and direct-to-consumer marketing. The brand's focus on aesthetics and organization appealed to many travelers. However, the reviews suggest that the actual quality and durability may not always live up to the initial hype, leading to mixed customer experiences.

Based on 15 reviews

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