Nice luggage, but my first experience has been really bad. There is an issue with the lock. I have to go back to the store that's 40 minutes away, unpack and repack. This is unacceptable and I didn't expect this from Away. Very disappointed. read more

Luggage is a purchase best made in person. Show and tell required. Walked in the Hayes Valley location this afternoon. Loved the sleek and minimalist design of the store and product line. Mimi and Christine were super knowledgeable and helpful. Away really impressed me with its solid build quality, high-end details (e.g. 360 Hinomoto wheels), and direct to consumer model. The hype is real I have to admit. Walked out with a killer carry-on and packing cubes. So far, so good! read more

I purchased my new AWAY luggage online through their website. All was well until I put in my personal 3 digit lock code and guess what...the luggage lock now will not open. It is the same 3 digit code I use for all my TSA locks so I have no problem remembering it. I tried repeatedly during the day to call the AWAY toll free number to obtain assistance and the same message comes on, we are busy helping other customers, try back again or send us an email (which I did - no response) or try live chat. Of course, I am supposed to leave this Sunday for 2 upcoming trips and I was going to use this luggage. Wow, over $200 for their smallest piece of luggage that I can't get into. It's going back. Don't waste your money or time. VERY POOR CUSTOMER SERVICE! read more

Horrible customer service. The lady who helped us in front was unwilling to accommodate. The first time we stopped by, Oscar was extremely helpful which was the reason why we bought our luggage there. However, when we visited the second time to exchange for consistent color combinations, she refused to help us out and was extremely rude. I hope they can have more employees like Oscar and not the female who was there today's. read more

I came to the store after I received an order online that I needed to exchange. I wanted to change the battery suitcase for one without a battery. When I got home, the suitcase they sent me back with was one with a battery again. To have to go back and forth multiple times is just a very poor experience and I'm disappointed in this stores service. read more

There's just something to be said for having the best product on the market, coupled with the best customer service. You get both at AWAY...And, at this store specifically. I have been treated with the utmost respect, understanding, and courtesy during every single one of my purchases, and there have been many !! Love this product and (its life-time guarantee!!) Vanessa, the store manager, seems to understand the importance of customer service, and her staff has followed suit. Love this store...LOVE this product!! Thanks Vanessa again for taking such great care of my purchase last week !! read more

AMAZING customer service both online and in-store! Prepping for a trip to San Fran, I decided to get a new suitcase for the journey. So I ordered one "Expandable" case, then accidentally ordered a second identical suitcase. More on that later. In any case (hyuk-yuck), I waited a bit too long to place my online order for my suitcase to reach me in time for my trip. Now here's the fun part - when I reached SF I discovered there was an Away store in Hayes Valley! Who knew? So I went by just to see what the products and the store felt like. Well, the store is as sharply designed and you would expect, considering the products themselves. Very Apple-like and beautiful. I was immediately greeted by a sales expert named Sou, who introduced me to all the bags in the line, and sure enough, I realized I had ordered the wrong style bag for my needs. Sou was unflappable. He suggested I consider a solution. We chose the case that was perfect for me - the "bigger" carry-on - reminding me of Away's 100-day no-questions-asked return policy. Whew. And not only that, in the store I could tell I REALLY wanted their Color of the Year 2020, Pantone Classic Blue. Way more distinctive for me than the more conservative Navy I had originally ordered. So I requested the return authorization right there with Sou's assistance, shucked out the credit card and completed the purchase. While I waited for the custom monogram bag tag to be finished right there in the store, Sou showed me more goodies - like the packing cubes to help me exercise my technical tendencies perfectly. I was good to go. Then Sou showed me the Away Backpack in Navy, looked great but I didn't pull the trigger at that moment. However when I got home to Atlanta I realized I was ready to retire my 7-year-old High Sierra pack for something a little less technical. Ordered the Away Bakpack! Can't wait for it to arrive today! One final accolade regarding the battery and charger - I guess I messed up the charger cord or the battery charging port as soon as got home, and I couldn't get it to charge up at all. After many tries I contacted the Away live chat service, explained the problem - and that I wasn't not sure if I had messed up the charger cable or the battery itself. No worries. They pleasantly ordered me replacements for both right away. No charge. They arrived today, and using the new cable and new battery, the system is charging happily along! Now I'm thinking about ordering the Medium or Large suitcase for those occasional trips where I need an extra suit, jacket and like 3 pairs of shoes... Guess I'll look them over when I visit SF again next week! read more

Oscar is the best. That guy deserves a promotion! He was so helpful answering questions and getting us what we needed. We feel a lot more prepared for our trip now. Thanks! read more

Leaving a 3 star review purely based off of bizarre customer service. I really wanted to purchase a suitcase today and I tried calling earlier today to verify if the type of suitcase I wanted to purchase was available in store and was sorely met by an automated machine. Cool. So I go there in person and am happy to see that there are a few of the kind of model I wanted to purchase. I get a demo and want to buy it only to be told that they no longer have the suitcase I want even though I would've happily purchased one of the at least five demos I saw in store. The representative then offered a different more expensive model which was not to my liking. I told him that wasn't the one I wanted and then there was awkward silence and I felt like he didn't feel bothered to tell me when the model I did want would be available again so I asked and it felt like I had to pry for information. Disappointing and I'm mainly disappointed over the fact that the suitcase that was "out of stock" wasn't communicated to me upfront. It would've saved us both some time and frustration! read more

this business gave my girl a small screw driver and told her to go home and fix her luggage herself ...

Poor customer service. I ordered a gift card for a birthday present and was told there was no way to expedite shipping. Keep in mind we're talking about a little plastic card here. In short, it arrived 8 days after I placed the order. The double envelope they mailed the card in was very nice and would have been a great way to present the gift card, but it was all banged up in shipping (creased, dinged, warped). I sent photos to the customer service agent who was quick to take down my complaint (thank you), but she didn't offer to do anything about my less than ideal experience. Hopefully the luggage is great because there are easier and more appreciative places where you can spend money on gifts. read more

Do not buy Away luggage online. Their product Maybe good but their customer service is rotten. We paid$1,600 for their luggage set and we never received it. There was no one to call to only an email and they said here's the tracking code go find it and we said that's not our problem. That is their problem we paid our part and they should live up to their part. It doesn't matter how good the product is if the customer service doesn't match the quality of the product. We will never do business with them again. Your best bet is to go to a store where they carry it or have other products that you can choose from. When sending this type of product and it being this big and costing this much, they should have someone at the house or business to sign for it. I was home all that day and we did not receive it. It's possible the mailman or whoever delivered it sent it to the wrong house and that has happened here before. Shame on you away luggage you stink.Caren Dembowski read more

I went to the Away store on Hayes today to check out the Bigger Carry On. I was helped by Angela who was very helpful to show me the difference between the Carry On and the Bigger Carry On. I mentioned my uncertainty on which carry on would fit the smaller airlines in my upcoming trip. Without hesitance, Angela went online to 2 airlines' websites and checked their allowed carry on size. Without knowing the allowed carry on size of the airlines I would not have made the decision so easily and quickly to get the Bigger Carry On. Besides that, the return policy allows return and refund within 100 days. Ease of mind for the customer is the best marketing strategy. Thank you Angela. Thank you Away. read more

Nice Product, but buyer beware. When they advertise on TV that you can charge your phone etc... they neglect to mention that feature is not available on the larger luggage sizes. They make it appear that all the sizes come with the charger feature. I purchased and needed the large piece and was disappointed that the charger feature was not included, but I would still recommend just read the fine print or call to be sure you are getting what you want. read more

I got an Away suitcase as a gift from my friend. Unfortunately, after its first trip my dog decided to ruin the entire zipper. I took it to the hayes valley store and the managers were quick to help and resolve my issue! They gave me a one time replacement and I couldn't have been more grateful since I was leaving the country in two days! Thanks for the excellent customer service Away!! You guys are awesome. read more

Oscar was awesome! The store was pretty busy but he made the time to walk us through the products and all the pros and cons. It really helped me feel confident about what I was buying. Thank you for your help! read more

Oscar is awesome!!! Thanks for helping us find the right solutions. Very helpful and accommodating staff.

Do not waste your time going to the store to buy this luggage just buy it online. I was taking a trip to San Francisco and had planned a whole day around going to this store. I walked in and was not greeted by any of the workers. I was looking around at the luggage expecting to buy 2 pieces of luggage. All of the workers made eye contact with me and never came over to see if I wanted to see the luggage. After 15 minutes I finally had to ask someone to see the medium sized luggage. The worker handed it to me and then walked away and never came and talked to me again. I ended up not buying any luggage because none of the workers took the time to come over and talk to me and answer my questions. I left the store without any of the workers saying anything. I would recommend just buying the luggage online and then seeing if it is the right size you are looking for. Avoid going into this store at all cost. read more