Kindel & Lindsey have made my day. I was in contact with customer service because I really wanted the Aurora bigger carry on that was completely sold out everywhere. I actually went in store and spoke to the Manager about being on a waitlist if they ever so happen to get one in. They did! And they called me. Such a lovely experience so far. I have yet to try the bag yet. But they do have a 100 day return policy. So I'm not too stressed out about it. Thanks Kindel and Lindsey for the wonderful customer service. read more

Super nice customer service for the most part. The first girl who helped me was really sweet but was not a very good sales person. LOL. I need a little more to be sold on a luggage. Luckily the next lady to help me was super awesome and very convincing. Kudos to her! I get indecisive when it comes to things like this, so her advice and overall amazing personality had me sold! I wish I knew her name (red hair), she's a cool cat. Anyways, the "bigger carry-on" aluminum luggage is mine! Why the one star deduction? I was a little annoyed because when I called the store the morning of, the dude told me they had a couple of the aluminum in stock... but then when I get there the other associates tell me they don't have it in stock. Other than that, no complaints! I'll let y'all know how I line the luggage by the end of the month. I have a few short trips planned. Stay tuned! Quick Tips: 1. Street parking. 2. They have a full body mirror so you can see how the luggage looks "on" you. LOL. Yes. read more

Away - So sick! - Luggage Near Me - Los Angeles, California

See all

Let's say I had been a fan of the Away brand ever since there well done marketing campaign went out over social media. I was going to purchase online but waited for the LA store to open on Melrose and am super glad I did. My wife and I were very impressed by the corner location and where it located on Melrose; fantastic spot to continue enjoying shopping and/or foodie excursion in the area. The store is bright and welcoming with friendly employees who are very knowledgeable and helpful without feeling pushy. All of the collections in pretty much all of the color ways are there for you to peruse through and match/compare. Product is of great quality. Light but well constructed. Easy roll ability with 4 wheels. Awesome charging port for your devices, which now is ejectable (if you bought older model, then they will revise it for you so it ejects free of charge while you grab lunch!). Great brand!! read more

Just bought my first Away Bigger Carry On luggage (black color) everybody is sooo nice and pleasant! They greeted me as soon as I came in. Helped me understand my new luggage! Very happy customer here! read more

Came in yesterday and was assisted my Jeannette. She was so knowledgeable and helpful and kind which I really appreciated. She showed me everything that I had seen online and had questions about and I ended up getting all the things I wanted bc they had it all in stock and I am now I am even more excited to travel! Also when I was checking out Bri assisted me and sold me the little mini bag hanging by the cash registers! She told me they'd be great to add if I have AirPods which I do! She had great energy. Thank you away team for everything ! read more

I just wanted to thank the Melrose Away location for assisting me in finding the perfect carryon for my trip to France this spring. Bronwyn was excellent and accommodated all my needs both in the utility of the luggage and stayed within my budget. Brei also let me know I'll have a lifetime warranty with my new purchase. I will be shopping with them again! read more

VERY UPSET.... I went to away luggage to send my future daughter in law a gift for Chanukah knowing I only had three days to get the package to Miami I paid the extra 35.00 to ship it priority. I was assured it would arrive on time. Well not only did it NOT arrive on time I was sent a notice that the item was FLAGGED as a HAZARDOUS MATERIALS???!!! WTF ? That it would be sent BACK to sender! 2 DAYS AFTER Chanukah I called the store and spoke with the manager that sounded like she was helping me." I will refund you the shipping...I will send the bag now and right this minute email you the new tracking number" BLAH BLAH BLAH That was 3 days ago NO PACKAGE NO EMAIL NO TRACKING NUMBER. I am FURIOUS...Tomorrow I will call corporate and be sure to tell everyone I know about my awful experience with AWAY You should STAY AWAY from away. read more

Away - HAZARDOUS MATERIALS????? - Luggage Near Me - Los Angeles, California

Finally I get to see the AWAY luggages in person! Sales in the store are nice and not pushy, they have luggages laying on the table so you can see how they are and test them out. One thing is that if you want to buy the luggages that has options of battery or not battery, they don't have the no battery option in the store to take with you. They can order it for you though. :) read more

Away - Cute interior - Luggage Near Me - Los Angeles, California

The team over at Away certainly know WTF customer service is all about! A month ago, I went to a private event at the store and purchased the Bigger Carryon in White (yes, I was being ambitious thinking I'd be able to keep it clean despite the amount of travel I do). So, after coming back down to reality, I went back to the store to exchange it (I took advantage of their generous 100-day return/exchange policy). My #firstworldproblem was that I needed the replacement color to match my fav weekender bag (a plum-colored Longchamp). This time, I was smart enough to bring it to the store with me to try and coordinate. After Lily (the store manager) and the staff patiently and tirelessly help me to find the best match, I settle on the Brick -- which wasn't exactly what I wanted, but it was the closest they had to it. So, I left the store deflated but accepted the next best thing that I could find. Then...a couple of weeks later, I get the most excitement-inducing email from Lily (swear, she's from heaven) saying that they had a few limited edition bags in Violet -- a perfect purple to match my weekender bag stylishly! Lily offered to hold it or ship it to me if needed. I was toooo eager to wait, so I hightailed my butt over to WeHo to collect the next day. And it was absolutely everything I had asked for! So, big props to Lily and the team at Away -- y'all make me look good while I'm in them foreign streets ;) read more

Love this store. Been a fan of their luggage but couldn't pull the trigger until I can see the luggage in person. Thanks to this Away store, I finally can get a better sense of the luggage size between the carry on and the bigger carry on. Plus able to see the actual color, surface texture and the neat USB charging port was super helpful. Gorgeous store with beautiful décor and great friendly helpful staff. Love the vibe! PS, I was told that the magic eraser works really well with removing scuffs from the luggage surface. Not 100% but definitely better than nothing. read more

See all

Generally, I have a great experience here but it all depends on the staff member advising you. Some seem more excited and knowledgeable about the products than others. Ideally, everyone that works here has a passion for travel and understands why Away luggage is such an awesome solution. Insider tip: Get familiar with the products online before heading to the store. read more

I just went in set on purchasing a piece of luggage. There were around 7 employees in a completely empty store laughing with each other. No one seemed to want to help and I got major "better than you" energy. After ten minutes of no one bothering to offer help I just left. read more

Great customer service. They replaced my bag who had a broke zipper. Love my luggage.

I really appreciate Bronwyn helping me today. She was very helpful and understanding of my return. The aluminum luggages I purchased weren't working out for me and she made the return painless. Thanks again. read more

DO NOT ORDER OR BUY AN AWAY BACKPACK! When I first bought away gear, there was a lifetime warranty.. NOT ANYMORE. And the Zippers on the backpacks FAIL. I KNOW BECAUSE THREE OF THEM FAILED ON ME. They replaced two but won't replace the third one. I won't ever be shopping at Away again. I can't support someone who has a faulty product and changes the rules to fit the faulty product instead of improving the product. Bye bye Away read more

The Away store is suitcase heaven. From the suitcases to the travel accessories, I love stopping in here from time to time to grab new accessories. I have the bigger size carry-on in black and the large size dark grey. I was contemplating getting the aluminum suitcase but for nearly $600 for the large and after a few people told me the aluminum dents and, I decided to go with the tried-and-true normal suitcase. Also, I wanted to mention that if you have the older model suitcase where the battery pack doesn't pop out, you can take it to the store and they will fix it for you for free- it only takes 10 minutes. When I'm not using my suitcase, I always have the battery pack in my purse because it charges my phone really fast and the charge lasts forever. read more

Away has such great marketing that you'd think their service would be great as well right? Not really. I've been eyeing these bags forever but couldn't bite the bullet! Then this past November my boyfriend surprised me with the pink colored carry-on for my birthday and I couldn't be happier!!! We used it for 2 vacations - locally at Santa Barbara and internationally to Greece. Unfortunately, my pink bag started scuffing, looked damaged, and dirty :( The OCD freak that I am decided it might be best to exchange it for a darker colored bag.. He mentioned Away has a generous 100 day return/exchange policy.. I was leaving for another trip and called ASAP to see if we were within the 100 day window and if they had the color I wanted. We drove to the only Away store in Melrose as soon as they said yes. I know it's LA but there is absolutely no parking available here! I called the store asking if there was a specific place I could park.. 1) she was unhelpful and just said "No" 2) Where I proceeded with "Seriously?" then she followed up with you can park at the loading zone but can't stay for more than 15 minutes.. okkk well how does that help? When we finally found parking, no one greeted us when we walked in. Mind you there were about 5 sales associates and 2 customers.. No one ever asked if we needed help and I had ask someone upfront for some service - they were less than helpful and rude. They seemed uninterested at all. I decided on the burgundy color called "Brick" - unique that not many people have the color and dark enough for the scuffs not to show. I asked if we could pay the difference for a bundle deal (carry on and checked bag) which they agreed to. The next day we realized they charged us full price on both luggage.... seriously? I called the store and informed them of the bundle deal package. If they weren't going to honor it - I would not have purchased the checked bag to begin with. They were able to honor the request.. still inconvenient. read more

I love this store, everyone is super helpful and nice. The products are very reasonably priced as well. I bought myself a set (bigger carry-on and the backpack) a couple months ago and as soon as I got home I saw my wife eyeing it up so I had to get her a set too. Both times I went in they had everything in stock, ready to go which is great cause I don't like to go In-store to order something online. Today I had an issue with my backpack and took it in and without question they exchanged it for a new one, great customer service! I'll definitely be adding more pieces soon, thank you Melrose Away! read more

Away - His and hers in Cairo, Egypt. - Luggage Near Me - Los Angeles, California

This review has been long overdue. And I hope to god someone from corporate please read this. Let's begin with Jan. 26 2017 when I interviewed for a corporate position for this company. I interviewed with Baba Canales, Kelsey, Emma Bates, and Dianna. In this interview, I was totally humiliated while the girls put me on mute via Skype and started laughing and texting on their phones. Fast forward to today June 6 2018 at 11 am, when I finally disregard the negative experience I've had thus far with this company and purchase "The Large" Luggage. I called the store, spoke with a man over the phone to give him my credit card number so I can buy the luggage over the phone. Meanwhile my boyfriend was on the way in 10 mins to pick it up. He told me "Unfortunately I am unable to do this because I'm busy." As I was talking, he hung up on me mid-sentence. I called back and asked to speak with a manager, and he put me on hold forever without intention to speak to a manager. I was put on hold for 20 mins. I called back with my other business work phone and it looked like he hung up on me before picking up. Let me clarify this is no way to run a business. It really starts from the top regarding customer service. And simply, honestly--how you treat another human. Know that I'm not a bitter delusional person with a personal vendetta harboring from a year ago. I honestly gave this company another shot. This review is coming from someone who is running a multi-billion company from a global director level. Perhaps, you guys have something to learn. Peace out. read more

I've been eyeing a luggage piece from Away for a few months now. With our upcoming trip to Egypt just around the corner, it was the perfect time to make our purchase. I'm sure most people make their purchases online, but I wanted to see the luggage piece in person before I made the purchase. No one greeted us when we first walked in, so we just perused on our own for a bit. After maybe about 5-10 minutes of browsing on our own, a staff member checked with us to see how we were doing. I was trying to decide between the Medium or the Large, and the staff member was very helpful to answer all our questions. Since the Boyfriend and I were planning to bring one luggage on our two week trip, we decided the Large was more suitable. Details of The Large: Exterior measurements 29" x 20.5" x 12.5" Interior measurements 27" x 19.5" Weight 9.9 lbs Capacity 99.2L We really appreciated the service we received during our checkout process. They thoroughly explained their exchange/return policy - 100 day no questions asked exchange/return policy even after it's been used. It also has a lifetime guarantee, so if anything breaks, just bring it back or contact them online to ship the luggage back. I'm super excited to use this suitcase on our upcoming travels! Will report back on how it goes! read more

I really needed a particular suitcase as a gift and was in a time crunch. I gave them a call and Bronwyn was really helpful and also very pleasant to deal with over the phone. Even though they were half an hour away from closing, she let me know what could be done and in what timeframe. So I'm sorted. Thanks Bronwyn read more

The wife was looking to upgrade her old carryon luggage since the one she had has bad wheels and it was difficult for her to lug around the airport. Like most women she was more interested in the color more so than anything else. The idea of an ejectable battery pack is cool but knowing my wife shes going to forget to charge it. Anyways the price point of the bag is very comparable to other major brands, and it does roll really well. we are planning a few trips over the next few months so will se how well the bag holds up to both international and domestic travel. read more

I started seeing Away ads online so I went into the Chicago store. I was very impressed. On 12/7, I placed an online order for 2 larger Carry-Ons with battery. They arrived after about 10 days. Unfortunately one of the bags had a defect and had to be returned. I notified Away on 12/17. I got a return shipping label and took it to UPS. On 12/23, I asked for a status update. They confirmed that they had received the defective bag and would send the replacement (allow 1 - 7 days for delivery). (Why did I have to ask if they received the bag?) On 12/30, I sent an email asking about the status of the replacement bag. They didn't know why I hadn't received a tracking # but would investigate. I then got an email confirming that the replacement bag had been ordered on 12/30 - without a battery. And I was being charged for the replacement! At this point I just want my money back. I'll keep my old luggage. read more

I was probably better off ordering the luggage online because the service here was so offputting I'm thinking about returning my luggage all together. There was a gentleman that worked there, I wasn't able to catch his name, but was hurling insults at the other female employees such as "you're slackin'", etc. Hovering over Angelina who was conducting my check out. Watching her every move, she was shaking while handling my credit card. My boyfriend asked him if there was a trashcan where he could throw out his empty cup, and the guy looked at him and pointed to a tiny trashcan behind the cashiers desk.. my boyfriend said "okay, do I just toss it in there?" The male employee ignored him, so as my boyfriend gently leans over the large counter and attempts to toss the cup in the again tiny trashcan, it misses and lands on the floor. The employee continues to ignore him and another female employee walked behind the counter, grabbed the cup, and shot my boyfriend a disgusted look. It was all very uncomfortable and I'm so disappointed in the treatment I experienced in this store. When I see your stores and people on social media I see friendly encounters and people excited about your product, instead I was met with contempt and holier than thou attitudes. read more

They're incredibly efficient and responsive. When there was damage to the luggage, they honored the warranty and were able to arrange quick shipping both ways. Gustavo and Brie provided excellent customer service! read more

Bronwyn and Rashad were both SO incredibly helpful in ensuring my luggage arrived before Christmas. Excellent customer service, and so convenient having a physical store to go visit, with actual people to andwer questions. Thank you both, Christmas is saved! read more

I heard only good things about AWAY luggages and it was about time for me to check out the only location on melrose, LA. There were 5 employees and I was the only customer inside the store at the time. Everyone was busy doing their own thing ( looking at labtop, just standing behind the register spacing out??!) Only one employee was helping me out because I actually was buying one. None of them never really bother to explain features about charger inside the luggage, setting passcodes, etc. up until I had to ask them after done paying!! Last of all, they brought out my new AWAY luggage in a white cover bag that had blue stains everywhere!!!! When I asked them about it, their response was all cover bags have paint look-alike stains probably from the luggages! What?? Do I want to pack my clothes inside the luggage that may leave stains???? I'm truly horrified with the service this location provided- unfortunately worst ever so that I had to write my first complain review. AWAY headquarter! Pls hire or train your employees better. After all, I'm not buying some shitty cheap $30 luggage right? I will not recommend your brand to any of my friends. After the experience, I'm thinking about returning $300 luggage I just got today!!!!!! read more

They have a great product, but their customer service is truly exceptional. I went in with a concern about my luggage. I left with my concern fully addressed AND I bought a new piece of luggage I had no intention of buying when I went in there. That was a testament to their salesmanship. They worked as a team, stood behind their product and reinforced my loyalty. I travel weekly and am often asked about my carry on while waiting to board a flight. I will continue to happily recommend Away. read more

I stopped by this location with my friend and I had been reading the reviews for this particular luggage brand online and kept thinking, its ONLY luggage, so how special could it be. My friend had been wanting to start her travel collection with a "good" brand and wanted my opinion. So, as soon as I walked in the door I noticed it was clean and spacious, with very minimal but modern decor. The salesgal greeted us straight away and we started to peruse through the different sizes. I was amazed at how nicely built the luggage pieces were and the aluminum line was so beautiful and lightweight. My friend already knew she wanted the large and carry-on size. We decided on the beautiful forest green color. The salesgal went to the back and came back with 2 pieces within minutes. A lady had walked in rolling in her bag and we immediately thought, uh oh, something went wrong so I decided to ask if there was something wrong with her bag. She said that the handle felt a little loose and was hoping they would tighten it for her and also said that she loved it so much she was there to also buy the medium roller bag! Her telling us that reassured we had made the right decision in purchasing these 2 beauties and we happily carried them all the way to the car! Good looking pieces, good customer service, and hopefully, good quality like all these reviews have stated! read more

I worked with Kyndyl who was very knowledgeable about the products and all around lovely to work with. The five stars are for her helpfulness. I drove into West Hollywood to see the pieces in person and to decide which bag and which color was best for me. They really do not have any parking so I had to park a few blocks away and walk which was fine, but they could be more helpful on the phone when you call and ask about their parking. Also, another salesperson (dark hair bearded male) came over to me to take the suitcase I was looking at for his customer to view. Like seriously AWAY, have more than one sample in stock at all times. Was his customer more important than Kyndyl's (me)?? So a few improvements are in order (more stock, better mannered males thinking they rule the world and the AWAY luggage store). Also this store is very crowded, especially on weekends. Pack your patience on a weekend. Another store (in the suburbs) is in order. I think the quality of the products is very high, I like the lifetime warranty; purchased a suitcase and a backpack and received a discount for multiple items purchased. read more

I originally purchased the Carry-On through Away's website. Shipping only took two or three days. The size was smaller than I thought it would be and a lot smaller than the luggage I was using before. I ended up using the luggage, but packing everything for a four night trip was extremely tight. Lucky for me the first trip I was taking with the luggage was to LA. I popped into the store and asked about the 100 day return policy and if I could upgrade to the Bigger Carry-On in store. They were able to accommodate me no questions asked, even though I had already used the luggage. I was even able to swap out all my stuff from the old luggage to the new luggage in store. Great luggage and great service. Thanks! read more

Only street parking. Took forever to find parking, like always in LA. Had already looked online and knew what I wanted. Just wanted to see it in person and purchase. Spent 15 minutes in the store, and solidified what items I wanted so I could leave with a whole set. Not a single person said a word to me. 3 employees stood at the cashwrap chatting the entire time. There was one other couple in the store that was being assisted. I ended up leaving without anything. Very disappointing. I hope that I was the one off example, and not the standard. read more

This store was SO disappointing for me. I was so excited when my husband told me that we could get Away luggage for Christmas. So I went to the showroom thinking I would buy them on the spot. When I was there, I saw there were some suitcases drying with monograms painted on. Since I was so excited about finally getting them and I consider it such an investment, I asked if I could get it on mine. I was told the artist had left for the day. So I asked if I could buy one that day and come by to pick it up later (a weekend only thing in store) and then she said no, because they're only for Christmas gifts so I wasn't allowed to get this service (which other customers got for purchasing the same product that day). I told her it was my Christmas present, and I would like it for my international trip on Jan 4th. I was told no, it didn't count. She said that my husband would have to come in and buy it for me, and then I could MAYBE get it if I was there earlier, or I could come in next weekend and LIE that it was a gift for someone else. She did mention that I could do it for myself after Feb 1st, which obviously wouldn't work since my trip was in January. I was astounded by being told to be deceitful by an employee, and left feeling embarrassed for asking and really bummed that the experience was so negative that it didn't feel right buying the bag that I've been looking at for over a year. Thinking it was just that associate and giving the benefit of the doubt, I sat in my car across the street and emailed their customer service team about my experience, asking for nothing but at least expecting a response. Silence. It's been three days (2 of them full business days since their team is on the east coast, I checked), no one has gotten back to me. I've lost faith that their warranty is as good as they claim based off other reviews here and that their customer service is lacking. Also, being told by the associate to lie when I came back to get the same service as anyone else made me really uncomfortable from an integrity stabdpoiSo now, on to finding an alternative for not only our holiday gifts but for my trip next month. Super bummed. Update, a year later: I bought the bag. They callled me, explained that the girl I described was shy and knew she was being rude but preferred to stand there and watch me walk away. The holidays can be a hard time? I was commuting three hours a day and used my one day off before my belated honeymoon and still felt guilty and iffy about the morals here. I understand that asking for a manager or calling my husband to relay the message may have worked, but I feel like I presented a valid argument and they were mocking my inquiry the moment they had me off the phone. My husband likes my bag and I can fit a lot of my stuff, but I could do with a competitors bag who values feedback and customer loyalty. read more

I purchased a suitcase for my boyfriend last Saturday as his birthday is coming up, and the suitcase is honestly great, but the service was horrendous. Mitch(guy with glasses) was the one who helped me with my purchase and I honestly have never been treated this rudely before. He was very curt with me, and answered my questions in a very aloof manner. I was with my sister at the time, and she felt like he was very rude as well, so it was not just in my head. I tried to make small talk to disperse the weird atmosphere, but he dismissed me and ignored my attempt at it and instead proceeded to act like I did not exist. Away suitcases are not exactly cheap, it is a more expensive purchase, therefore I would expect to be treated with respect and minimal courtesy. Please train your employees to treat people with respect. read more

Bought my bigger carry on in the spring and the staff were extremely helpful. They told me if I decided to do a bundle later, they would honor it anytime and just come back in. I decided to buy the medium sized bag this week but no longer live in LA so I called the shop to try to get my discount since I couldn't get it online. It took a while to get through to a real person but Kendall and Angela (I think that was her name), we're super helpful and helped me place the order over the phone, get my bundle discount, and get the bag shipped to my house. Overall great experience! read more

Customer service in this location was kind enough but the experience overall was sub par. I needed my suitcase in a box (like when they ship it to you) as my purchase is a gift and they gave me a box that looked like it had been attacked by a dog! My box literally has holes, rips, cut tape, etc. I literally just stared at it in shock then asked if this was the best they had and they said yes? If you want good quality packaging - definitely order online. It's very odd to be giving a gift that looks so bad. read more

Stephanie was so incredibly kind and helpful and patient. We were already fans but going in person for the first time was a great experience because of her. Can't thank you enough!! read more

I've always had very positive experience with Away. I've been to this location three times and every time I've been helped instantly; all the employees are super kind, caring, and very informative. I exchanged my luggage twice and had to exchange the power bank and no questions were asked. I was in and out within 10-15 minutes. The company defines what customer service should be from their care team, social media team, all the way to those working at their brick and mortars! read more

I lucked out and snagged one of two parking spots behind the store. Street parking on a Saturday is horrible. Be prepared to park remotely and walk a few or five blocks. Their store is modern, clean and filled with luggage to test out. I'm going with the 3 suitcase system and will purchase a bag to slide on to my carry-on at a later date. Because I have two cats that rub up agains EVERYTHING...I'm getting the hard-side luggage. All pieces will fit inside the other and can be stored in the garage compacted. I like that!!!! The sales team there was very helpful and let me spin and roll different pieces all around the store to verify what I saw in the videos. The limited lifetime warranty is nice too. read more

Away has their marketing together. Beautiful clean branding, Good customer contacts, great reach out efforts through mailers and podcasts. I was so ready to invest into my new luggage. I don't really NEED a charger when I travel, I don't care about wheel tech too much. But I was so impressed with their marketing, materials and color offerings that I was convinced the last step of seeing in in person would have me sold. The parking is terrible around the area. Not my complaint, I rarely complain about parking, it sucks in every major city. I knew eventually I would find a space and I could get ready to fall in love. I expected the store to be busy on a weekend. This happened to be during the holidays and they had a woman in the store hand painting monograms with gold and silver paint on the suitcases for a $50 fee (Ps I'll do it for $20). I was impressed by her near perfect circles done with a paintbrush, so 10 stars to her. I walked into the store and there were 8 customers, 5/6 salespersons and the talented painting lady. I wasn't greeted upon entering, which I attributed to the busy time. I made eye contact with a few of the sales people and smiled. I browsed about for about 3 minutes looking at the luggages and other add on items they had. Another customer walked in. "HI, WELCOME!" Someone yelled. Um. OK. Maybe they didn't see me that's fine. I walk over to the stainless steel lookin monster luggages, impressive. A couple then walks in "HI THERE! WELCOME!". Am I chopped liver? OK. I walk over to a sales rep that looks like he might be wrapping up. I said "Excuse me I have a question about the interior volume . . " He stopped me and said, someone will be right with you. Another customer walks in and the guy I just talked to welcomed them over my shoulder. At this point, I'm not playing the race card. They have a diverse staff. I started to question my wear. Jeans and a tee. Maybe I should've have worn tight pants and a flowy blouse or something. It was a full 22 minutes from stepping into the store until I was helped and some of the sales people approached customers who came in after me and helped them first! I had my questions answered and I left because my meter was only paid for 30 minutes. That whole first experience left a bad taste in my mouth but despite that I wanted to give this company another chance. I came back the next week, honestly ready to purchase because I had received a mailer with a coupon code. And wouldn't you freakin know it. It was like a carbon copy of my first experience. Ignored while others were acknowledged and people who came in after me were helped first. Luckily, one of those customers was kind enough t point out that I was before him. Did I buy? no. I was honestly upset that this brand that I was starting to really love just from marketing and reviews had let me down so hard. I asked my lame questions I knew the answer to and left with the mailer still in my purse. I won't be back. I won't buy. I fell out of love. It's s disappointing when a small company works really hard to make a product, get funding and use that money intelligently and strategically to reach out to the correct demographic of customers only to have their brick and mortar employees fall face first right before the finish line. I work for a company that is customer directed and online based. I've seen this happen but because we don't have a 'store front' and everything is online, a lot of the customers only get to speak to us virtually, very occasionally in person or over the phone. That is a more difficult way to recover a relationship, with a customer digitally. Here, Away has the unique opportunity to connect with their base in person to encourage handling of a product that theoretically should last for years even decades. It was a huge fail. And listen, I'm one person of I'm sure hundreds of thousands. I had a TERRIBLE in person experience which has killed my adoration of the brand. I'm sure they make great luggage at competitive prices with great colors. But this is a piece I intend to have for a very long time. I want to know that the company will have my back and treat me like I just paid $300 for luggage instead of a transient off the street. Go look at the luggage, but as some other reviews have reflected, don't expect the best customer service. read more