I've used AWAY for almost two years now. I looove this suitcase because I travel so often for work and it's kept up pretty well. Yes I'm now on suitcase number three but in my opinion it's nice to know that if mine breaks, I get it repaired or replaced if it is deemed necessary. I've been to this location twice and I have to brag on one of the associates, Ryan. He answered all of my questions and helped reassure me that my suitcase would be repaired and I'm so happy with the results. He had such professionalism and was a pleasure to work with. It's quality customer service that AWAY and great people like Ryan provide that keep me going back. Thanks for a great suitcase and experience in store AWAY and Ryan! read more

If I could give this company no stars, I would do so. I have been a frequent, loyal and enthusiastic Away customer, purchasing 4 bags, several garment sleeves and several luggage tags over the last 16 months. Up until very recently they have had no problem sending these items to my home in Hawaii and have had world-class customer service. Now, for some weird reason Away is no longer shipping to Hawaii (helloooo--we get USPS, FedEx and UPS from other vendors all the time with no problem) and my carry-on with pocket has chosen this particular time to break one of its compression straps. I called the previous customer service number I had but they no longer have a live customer service associate on the other end (a big mistake), and the response says to email them. So I emailed them a long description of my problem and what did I get in reply? A generic canned email that in NO way even attempted to answer my questions or address my problem. Not even an apology or an empty promise to see what they could do to resolve the issue! In desperation I randomly called the Away store in Austen, TX. The very nice person tried to help by sending me a return label for my broken bag and said she would send the replacement. Then she called me back and said the return label had been voided because I am in Hawaii. Now I am stuck with a broken bag that is under what looks to me like a fraudulent non-existent lifetime warranty, which I cannot send back and for which the store is not even allowed to send me a replacement bag! Buyers beware: A lifetime warranty is only as good as the company that stands behind it and this one fails on every count. I am being discriminated against because I live in a state they do not want to ship to even if I am willing to pay the shipping, a decision with no legally sufficient basis. And for those of you at Away who are not keeping up with the latest news, Hawaii has been a US state since 1959! Do not buy from Away until and if they get their act together about the warranties and customer service. read more

I agree with other reviewers here that the service at this store is very subpar and a poor representation of this brand. The guy who helped me got the luggage I wanted in the size I wanted but that was about it. It was a very limited unfriendly interaction- no smiles or asking if I had any questions. I got the same vibe from all three guys currently working at the store- kind of like they would rather be anywhere else. When I saw a small scratch on the luggage and asked one of the guys at the store about it, his response was "it's just a small...". That made me feel great. I think they must have missed the talk about proper customer service. Regardless, I have a medium sand luggage that I'm excited to try out but I would advise Away to hire better salespeople or better yet, spare yourself and just order online. read more

I purchased a bigger carry on with the laptop compartment. After a few flights I really hated the laptop compartment. I emailed to confirm I could exchange it as I was still within the 100 day trial period I received a prompt response confirming I could exchange it and they would send me a return label or I could exchange it at the store I purchased it from. I went to the store today to exchange and it was the smoothest exchange I've ever had. All they needed was my name. It took less than 5 minutes even thought there were many other customers in the store. read more

Stay away! Paid $35 for expedited shipping and now customer service is refusing to pay me back even though it arrived 8 days after I ordered it. Even with the 1-2 days extra processing time, it should have arrived 3 days before it did. VERY rude customer service (and email only). I can't figure out how to leave a review on their website, which interesting only has good reviews on it. However, it has a whopping D- on the Better Business Bureau with dozens of complaints. Their facebook page is riddled with bad reviews too. Looks like they are doing some selective review posting on their website. read more

Not a big reviewer but I went into the store today spazzed tf out after trying to install a replacement battery pack on my own and was taken care of very kindly. To the woman with the updo in the b&w striped shirt - you were busy helping another customer when I left so I didn't get to ask your name or thank you properly but thank you so much for taking pity on me and going out of your way to my life easier on such a miserable day! read more

Needed to make an exchange from an online buy to in the NYC Noho store. Prompt responses online and by telephone. Help inside the store was extremely friendly and fast . In and out. As for the product , so far the luggage looks great and hope to use it soon. read more

Our sales associate Melissa was friendly, professional and very knowledgeable. She arranged to have our new luggage delivered to our hotel. read more

I purchased a carry on bag online over 3 weeks ago, and it has not yet shipped. I've tried to call the main line - no answer. I've tried calling the NYC store - no answer. I've emailed multiple times - no answer. I'm close to calling my credit card company and reporting a fraudulent charge. I'm just asking for a little bit of help! read more

I hate writing a bad review but here it is! I went to the away store to buy the Bigger carry on and the large in navy. I absolutely love the style and the lifetime guarantee but one thing I absolutely HATED was the service at their location on Bond St. The first sales woman I had was quite unprofessional. I paid for the large yet she gave me a medium! Some would say that's a common error but when asked to correct the doing she caught an attitude with my mother and I. When paying your hard earned money you would want better customer service or even the RIGHT bag!!!! Anyways I will end by saying Scott was such a delight it was thanks to him that I didn't just return the entire order and find a company adjacent. read more

Akera was very helpful, informative and gracious. The store had little in stock that I was interested in purchasing but they had samples they were helpful to handle. read more

I love my new Away carry on blush pink suitcase but HATED the entire experience of buying it at the Store. The salesperson did not seem motivated and did not bother showing me any of the features of the bag. Luckily, I had done my research online so I did not need much convincing to buy my suitcase. I was promised that I would be emailed the receipt as soon as possible. I made my purchase on 27th May and since then have called the store TWICE to remind them to email me the receipt. Away charges more than a Samsonite or some other lower/mid range luggage carriers would charge, however their customer service is worse than Target. Somebody needs to whip the sales staff into shape. Get your act together people !!!! read more

This store has the most abismal customer service I've ever experienced. I walked in ready to invest in 2 bags and basically had to make contact with 3 people and beg for them to pay me any attention before explaining the difference between 2 bags. And this is after i went back on another day because my first experience was the same, i thought I'd give them another chance. Will never refer them or purchase. read more

I went into this store recently in search of the perfect carry-on bag and was greeted by friendly sales associates. Everyone was super helpful. Unfortunately, while the customer service was excellent and the bags are beautiful, I learned that Away uses leather on their bags (around the zipper) so I did not end up purchasing any luggage. I truly love the minimalistic style of the bags AND the fact that they have built-in USB chargers, because we all know that trekking 3 gates away to sit on the floor by a charging station in the airport just to get some juice is a real drag. PLEASE Away go leather free soon so us vegans can enjoy your beautiful and practical product! We need cool stuff too :) read more

I visited the AWAY the store this past Sunday and WHOA!! It was insanely busy I had to check the date on my cell phone because it felt like the holidays again lol. Desiree was the one who helped me seamlessly and efficiently. Desiree was not only answering phones at the time but she was also attending to other employees who needed her help as well. I'm assuming she was a manager. Overall a great shopping and multitasking experience! Amazing job AWAY on Bond and thank you Desiree read more

I absolutely LOVE my Away suitcase! It's versatile, durable, and due to the pockets and compartments inside the suitcase, I can pack a lot more items compared to my previous travel suitcase. The staff at the Away store were excellent, helped me determine the exact size and style for me and my personality, and got it shipped to me with no problems. I couldn't be happier with my Away suitcase, and love to show it off to friends when I'm traveling. Thanks, Away! read more

This is an update to the above. Shortly after my posting, Away contacted me. They agreed to send out a new piece and requested a return, postage paid by them, of the broken one. I will update again after I receive the new piece. Thank you away for reaching back. I will update one more time with the final status. read more

Away - This is the picture of the broken shell. You can see the light blue piece at the bottom. The outer shell broke and exposed the inner metal. - Luggage Near Me - New York, New York

Broken in one trip? I have a large black and the things on the side- the four pegs two of four broke. Will put photo. Maybe this is a quality control issue? read more

Away - Broken - Luggage Near Me - New York, New York

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My experience today suggests that management has listened to some of the less positive reviews of their 10 Bond St. location and made some welcome improvements. The staff in general, and Sydney in particular, were attentive and effective in honoring some warranty/repair issues we had despite a busy day. The product line itself seems to be evolving a bit for the better, too. read more

Stopped into the store about two Sundays ago. The vibe is laid back. Love that they were blasting 90's R&B. Hella cool staff. Would legit stop in for just conversation. The suitcases are really cool. Love that the battery just pops out. The cold brew was sick. All in all, A+ experience. Go in and ask for Zack, Bo or CC and tell em I sent ya. read more

Terrible warranty policy and customer service. Have purchased five products but will never again. Poor quality product, specifically The Large. Part of the wheel came off after only two flights. Warranty claim and customer service feedback was basically sorry but you need to find your own box big enough to send The Large back for a warranty claim which resulted after less than a couple months ownership. Wasted time trying to find a box as none of my local home improvements chains or UPS carried boxes at the time large enough. Company refused to send a box for me to send back or a replacement for exchange and told me that if I did find a box they will not reimburse me for the cost but provide store credit for my out of pocket expenses needed to facility their warranty process. Will never purchase again. read more

After purchasing the small carry on for myself, I was excited to bring my mother to the Crosby St. store so she could get the medium suitcase for herself. So this afternoon we walk in, her prepared to purchase after an in-person look at it, and instead we receive some of the worst customer service I have ever experienced in a retail store. There were three or four people working and no one wanted to help us. Most sat near the register playing on their phones and chatting with each other. One woman did walk up and ask the obligatory "do you have any questions", but seemed completely uninterested in actually helping us. I was appalled by the behavior of the staff today. Not only did my mother leave without a suitcase because she was so offended, but I don't think I will continue to shop with Away if this is the way customers are treated. read more

my usb phone charger for my android phone does not fit into the away battery! rediculous.

Love how chic and modern this store is - the offering is also very concise and the staff was super helpful. Thanks to Joe, the manager, I bought 2 carry-ons just in time for travels during the holidays! read more

These bags are awesome, so awesome that they offer a trial period of 100 days! I went into the shop recently and got a very informative tutorial on how to use all of its cool features. They even sent it to my apartment same-day, free of charge! Everyone was super helpful and I'm so excited for my trip next week! These bags are the best value, and nothing beats the internal battery! THANKS, AWAY!! read more

Wow, this store is so beautiful, and the staff is not only totally approachable and friendly, but incredibly knowledgeable! I stopped by this past weekend, and Beau was so funny and helpful. They were sold out of the color and size I wanted, but I am going to order online closer to my next trip so I can really utilize Away's generous 100 day trial period. The store was very busy, so business must be booming! read more

I had such a great experience! The store staff was super friendly and gave me my space while also giving extremely helpful information on the product. I want to shout out Amanda T for helping me and taking the time to grab my product and gave me a helpful tutorial on how to use the battery. I think the bad reviews are from when the store is busy which if a store is busy you're going to have to wait, so maybe go on your lunch break instead of after work and giving these great employees such bad reviews. They did everything right and I would definitely come back if I need another suitcase, or accessory. read more

I love the atmosphere of this store! The staff was very helpful when I had questions about each bag and were friendly throughout the entire process. The product is just as amazing as I imagined it would be. I am very happy with my experience at the store and with the product. I will definitely come back into the store for future purchases! read more

So I love Away luggage. Admittedly I'm a sucker for good design and branding so the Away brand really got me. It's a little more expensive than what I'm used to paying for luggage but way more affordable than these other boutique travel brands out here. Anyway though I'm a fan of this product its been a journey finding the right luggage. My first experience buying in store was amazing. I love the space and I was immediately charmed by the customer service I received that day. I was greeted immediately and was engaged by several employees to help answer my questions about what luggage to get for my trip. Everyone was super kind and personable which I seriously appreciated. One girl in particular gave me the whole spiel on the bigger carry-on features and capabilities that left me feeling like an expert. I was super happy with my purchase. I'll preface this next part by saying this luggage has a 100 day try-out period that I seriously took advantage of. Initially I bought the White bigger carry-on, but despite being super easy to clean, I found myself obsessing over keeping it clean and scratch free since it was super white. So, I decided to exchange my white luggage for the green one instead. Here's where my problems started. Although my white one was perfect when it came to functionality, I kept finding problems with the new ones I got. After getting my new green one I immediately noticed that the ejectable battery latch was SUPER hard to open. So I brought it back immediately with a friend to get a new new one. However this new employee wasn't as good as the ones I previously interacted with and proceeded to gaslight me and undersell the product to avoid going through the trouble of exchanging my luggage again. She told me that "They're all like that and it just takes some time for it to loosen up." She still offered to exchange it but at this point I felt like it'd be a burden and I trusted her expertise to know what she was talking about. However when it came time for my friend to choose a luggage she was seriously unhelpful. My friend asked for the full spiel as well and she couldn't/wouldn't do it really. I ended up stepping in and giving my friend all the info I learned instead which was weird. When I got home I kept opening and closing the latch to the point that my fingers were in pain and I almost broke a nail. Then I realized that employee was wrong because my first luggage didn't have this problem at all so I went to exchange it again the next day. This time I was greeted by one of the original people who had helped me and had such a warm experience again. He immediately listened to my complaints and went and exchanged it for a new one with a less painful latch opening experience (Derek you're awesome!) But, when I took this one out for a spin on a short trip I started noticing that the impact of rolling my luggage on these busted and bumpy NYC sidewalks kept causing the latch to open and the battery to pop out... So I went back to the store again... This time the employee who gaslit me was there along with a new one who seemed to share the same sales philosophy. When I told her my issue she proceeded to tell me "They're all like that. It's an issue that we're still trying to work out." Again, this isn't true, my first carry-on was perfect. She preferred to offer me a refund rather than offer me an exchange, which is fucking wild. But I learned from my first experience and asked for a new one anyway. When I got it I tried testing it out by banging it on the ground and yup, it opened. But I also noticed that the ejectable battery had a bit of an awkward delay when pushing it in and out, so in my defeat I asked for my old luggage back. I felt like "Welp, if they're both like this I'd rather have the one where the battery ejector is better". But they said my luggage had already been packed up so I just decided to leave. But, rather than waiting for a trip I decided to immediately test out this luggage and noticed that despite walking around with it for over an hour the latch never opened! They were wrong again! So I'm sticking with this luggage. I still love it I just wish I didn't have to go through so much to try and get what I paid for. And seriously shout out to the employees that do an amazing job not only selling their product but remembering that customers are people and treating them as such. And to the ones who will shit on their own product to avoid having to call someone else to bring a new one up for a customer... do better. read more

Shopping in-store is way more easier than online; their online customer service is terrible. Still haven't decided if I will return the bag; but so far its been good! read more

very nice store. the staff was very friendly. i always loved this company. i saw that you can customize these little bags. i wanna do that one day! its kinda pricey but this stuff feels like it will last! didn't know they were in the city :) read more

I had to place a large and complicated holiday order for my company and went to the store for help when I couldn't do it myself online. My colleague and I were immediately greeted when we came in and turned over to the store manager John who was beyond incredible. He jumped right in and coordinated 10 shipments across the country using multiple payment methods quickly, efficiently and with a smile. A huge thank you to John, Ryan, Lindsay and the whole Bond Street team for the amazing customer service! read more

Lugged my case (Medium) through two weeks of international travel. It withstood some rough streets pretty well, although one complaint is that when I did some longer walking with it and I had to pull it via 2 wheels, sometimes the edge of the bag would scrape the ground. Also, when pushing on 4 wheels, it would push forward at a weird diagonal angle rather than parallel to your pushing direction. There were some cosmetic issues with the case after 3 plane rides, although I wasn't really expecting the case to look great after 2 weeks of travel. The laundry bag was pretty convenient, although the top side of the luggage could be better with the ability to compartmentalize. With the Medium being fairly large, I felt like I was just stuffing hard items into the top side of the luggage and they were prone to shifting around frequently unless I packed it tight. Overall, don't regret buying but would say it could still use some improvement. read more

I visited the store in NYC last weekend, had great service from the sales associate and when one of my bags was delivered, it came damaged. No problem. Left them a voicemail, they called a couple of hours later, wonderful customer service rep apologized and just like that, my new bag came two days later and I was able to return the original shipment at no cost. This is a world-class brand. Great product, great service and I will definitely buy more to complete my set soon. read more

An appointment was made online one week ago for me to get the battery switched on my Away suitcase. I received both a confirmation and reminder email. Why am I at the shop right now, only to find out that they are closed for maintenance? I'm highly upset. I should have been notified that my appointment had been cancelled before traveling all the way to the store to find out. Bad business. Truly disappointed. read more

Their customer service is horrible! They don't answer the phone -you get a message that basically says they're too busy to take your call try again later or go to their website and email them. I emailed them about an issue that I needed help with and I still have not gotten a reply to that email and the order that I was trying to fix has now shipped. I tried to call them again and got the same message and then email them again. They provide a good product but if they are too busy to provide service, I won't be coming back. read more

Love the feeling of the store and the lighting. Staff is really knowledgeable and made my purchase that much easier. The reason I'm giving only one star is because there was an extremely rude employee, he wasn't rude to me but to the staff. I'm assuming he was the manager by the way he was talking to one of the associates but he was very callous and rude in asking a simple question which I believe was about her break. Idk if that's the kind of relationship they have but she didn't seem to be into at all. She seemed embarrassed and I was as well because I had to witness it. I didn't deal with the Asian gentleman in question but I'm glad I didn't read more

I am so excited to be writing this review. Over the past year, my family and I have accumulated 10 of these suitcases, in different sizes, and have traveled extensively with them (domestically and abroad). Due to poor handling by baggage handlers at the Indianapolis airport, the handle of one of our medium suitcases cracked. I emailed their customer service department and they sent me a mailing label to return the suitcase for repair. Since I live in NY, and I couldn't find a box big enough for the suitcase, I decided to make the trip to the store for the repair. Customer service was fantastic from when I walked in. Beau made the process extremely simple and even offered to have the bag messengered to my apartment so I didn't have to trek back downtown. I asked how long it might take since we are traveling again at the end of the month and he noted that they repaired on sight. While I was there I bought a set of the Rashida Jones packing cubes and a couple other inserts for the bags. I was in and out in 20 minutes, although I am sure I could've spent more time in there. I thought the service was great, and was ready to write this review when I got home, but waited to see how long it took to get my bag back. Much to my surprise, when I returned home from work the next day, the suitcase was repaired and waiting for me! Thank you so much for continuing to prove that I made a great investment by buying from Away! Also, please commend Beau for his efficient support. read more

My suitcase started falling apart and I decided to take the plunge and get an Away carry on. I am so glad I decided to go in the store! The girl who helped me was so helpful explaining the features of the bag, and waiting while I was indecisive about colors. The store itself is beautiful, and the employees are very knowledgeable. A 10/10 shopping experience! I know I will be back for a checked bag very soon! read more

Customer No Service and Colors that DON't Match Pictures on Website!!! I placed an order for 1 GREEN bigger than luggage. It took to iPhone flashlights and an overhead light to see a HINT OF GREEN in the otherwise flat, dull, matte black case. I immediately emailed asking to swap it out for another color since it was not as shown on the website and that I would need UPS TO PICK UP TBE BOX SINCE I LIVE IN DC and DO NOT OWN A CAR AND UPS IS NOT ANYWHERE CLOSE TO OUR APARTMENT. This occurred 12-8-2018. In my opinion, an uninformed and ignorant person named Heather, no contact info, title, etc listed basically told me to contact UPS for a pickup while they get their shit together. I knew the AWAY TRAVEL needed to issue a return label in order for UPS to accept it otherwise I would be STUCk WITH THE BILL. I replied back immediately and then continuously for nearly 5 days. FINALLY I get a response from ( non-person, no contact info for non-persons) SAM. He advised he attached the shipping labels and telling me to DROP IT OFF AT UPS!! WTF!! You may be wondering why I didn't call the company or chat on line. Chat is not an option. Though a number is listed no one EVER answered the phone!!Do you think I could get a new suitcase if I wanted one by Christmas Eve???? I give this company ZERO STARS FOR DECEPTION AND CUSTOMER NO SERVICE! read more