Away Reviews 

I have several suitcases purchased from Away. I had two large suitcases that were damaged. The shell was cracked on one and the zipper on the other. Mind you, these bags are more than five years old. I went onto the site and made a claim on 14 August. The process was easy. I became busy and didn’t check for a response because I thought it would take some time. They responded to my claim the same day. I received the same color and the same size luggage on 19 August. I am blown away thank!!! THANK YOU AWAY. I will definitely recommend and purchase from you again.

Both handles fell off the bag - the bag should have been replaced - the quality is unacceptable and the warranty should support the poor quality. Now i have to take the time to fix both handles? I’d rather buy another bag from a different brand. Responding back to AWAY- that is a lame response. You obviously don’t take into consideration that people work and have busy lives. I could care less about the colors - aesthetics has nothing to do with quality. The handles fell off when I arrived at the airport - had not even checked in yet - pathetic.

Away was great about replacing my luggage. The zipper had fallen off the track and they sent me a brand new suitcase, no questions asked. My main wish would have been for them to contact me prior to sending as my initial suitcase had a monogram and the new one they sent does not have one. It would have been nice if they would have given me the option to monogram the new one they were sending me as I had purchased mine and my husband's with monograms for our honeymoon. Nevertheless, I am very happy to have my luggage replaced. I love the Away bigger carry-on and will always be an avid Away promoter.

Fast resolution.

I submiited the claim. Received reply that it was approved. Then they shipped a new piece. They did not ask for the damaged one. No shipping or other cost. Fantastic. I feel better about spending so much on the luggage now that I know the warranty is fair and the company keeps its promise

It was by far the smoothest claims process I've ever experienced in any category

The communication from first e mail to last the staff were exceptional. They sorted out the issue with no fuss just wanting to ensure we were happy with how they dealt with the problem. First class service all round. I would recommend to everyone to purchase from Away for your suitcases and other excellent products.

Quick, efficient, polite, solved the problem no unnecessary questions asked.

My older Away bag had a broken webbing strap. The representatives that responded to my request were clear and courteous. My request was handled quickly and accurately. I couldn’t ask for a better outcome.

Excellent products but terrible customer support.

My handle stopped telescoping properly on my FIRST use of this bag. I put in a claim for my bag and without any correspondence I was mailed a DIY kit for me to fix my own bag. Why am I paying $350 for a bag that malfunctions immediately and the warranty is based on me fixing it??? I called customer service about it and they promised to email me to discuss further and no email ever came. I own two Away suitcases, packing cubes and a cover. I've been a great customer, not sure why the claim service is so bad.

Customer service responded immediately. My replacement kit arrived and was very easy to put together. Suitcase is useable again!

What an awesome and unexpected experience. Most merchants offering a lifetime guarantee have so many loopholes to not honoring them, it is not worth the effort to submit a claim. Not here. Away had a very simply process and they honored the warranty without questions. My suitcase was over 5 years old and they sent me a brand new one when the zippers cam completely unusable. It was such a rare and refreshing experience and I will be an Away customer for life. Thank you Away

Very disappointed with Away’s “lifetime warranty.”
Had I known that the lifetime warranty would mean spending hours of my own personal time diagnosing and repairing their product, including the wheels, handle, and lock after only about a year of use, I never would have invested in Away luggage in the first place.
As a consumer, I shouldn’t have to become the repair technician for a product that has failed prematurely. If a bag requires significant repairs to multiple components after such a short period of time, I would expect the company to stand behind its product by replacing it, not sending me down a time-consuming DIY repair process.
A warranty is supposed to provide peace of mind. Instead, this experience has cost me hours of my time and left me questioning the value of the product altogether. For the price of Away luggage, I expected much better quality and, more importantly, much better customer support.
If the “lifetime warranty” requires the customer to spend hours fixing the company’s faulty product, I wouldn’t consider that much of a warranty at all.

Answered promptly and replaced the faulty suitcase.

The wheels sent do not screw back in

Easy warranty process, I received my new bag within a week!

The customer service was quick, helpful, and effective. I appreciate that I received great service despite not having the information on hand to prove that I was eligible for the warranty. I also appreciate that you honored the warranty as I've heard of so many companies that try to weasel out of it.

My only complaint is that I really only wanted to repair my existing suitcase instead of getting a whole new unit. The piece that broke is plastic, and I have to imagine that was replaceable. I am generally more inclined to buy things for life and repair them than I am to replace them. Again, I appreciate that the warranty is for life even up to the point of full replacement, I just think this could have been a repair/replacement of a specific part.