So I been bombarded by their ads all the time since I travel often, and was always being dinged by the airlines by the weight of my suitcases I figured time for an upgrade. The sales guys inside the shop where more than willing to let me try out the suitcases, and I ended up getting three to replace the heavy ones I have currently. I am thrilled that now the frame of the suitcase won't bring me down when I am traveling the other thing I don't like when it gets scratched you cannot magic eraser it away. So if you get a dark color suitcase be prepared to deal with scratches you can never remove unfortunately. read more

I first came in on 2/17/19 to pick out some new luggage for my bday from my husband. The store was really busy and Mia had greeted us as soon as we walked in. I already had in mind what I wanted since the limited edition pastels were sold out online and at the current location. They give you 100 days to try out the luggage and you can return it for whatever reason. I was still on the fence if I wanted to do the 3 piece set (you can pick between 2 different sizes of carry ons, a medium and large size luggage). A great thing is within that 100 days, if you purchase the 2 piece set and decide you wanted the 3rd piece they will honor that pricing for you. I was trying to decide between the white and the pink pieces. I selected 2 pieces, the larger carry on and the medium sized luggage both in white as well as a tile luggage tag. Mia had my luggage tags monogrammed for me while I left for a coffee. By the time I came back everything was ready to go and the rose gold heat stamp was beautiful! Everyone is so helpful at the store with any questions you may have and the customer service is excellent! I had an upcoming trip to LA the following weekend and had called the Melrose location in hopes that they may have a pastel luggage available in any size. A couple days later they had called that they received one medium and were able to ship it to this SF location for me. That same day (2/20/19) I called the SF location to see if they'd be able to locate any of the other pastel luggage pieces to complete my set. Oscar was very helpful and within an hour or so had called me back with great news! He was able to locate the large sized pastel luggage for me in another state and was able to have it shipped to the SF location also. I came in today to pick up my luggage and Oscar and Dane were there to greet me with warm smiles and had my luggage all set to go along with an additional tile luggage tag that I had monogrammed also. The staff at this store really go above and beyond to find you your unicorn pieces and I can't recommend this location enough! I truly appreciate their efforts in locating these limited pieces and the excellent customer service that is consistent whether they're helping you in person or over the phone. Also, their luggage is amazing! I got to use my larger carry on this past weekend and was able to fit 4 pairs of shoes (heels, slides, vans high tops and a pair of my husbands shoes), a toiletries bag, Jean jacket, 2 pairs of jeans, 4 workout outfits, 3 shirts, socks, undies a jumpsuit, a dress, 2 Disney mouse ears, a curling iron and my Dyson blow dryer!!! You'd think I would've taken the medium sized luggage! Quality products and quality staff! Thanks Away SF in Hayes! read more

See all

I have purchased about 5 suitcases here in the past 4 years. The handles break and do not work. I called to see if they could fix them and drove all the way to be told that I needed to go on the internet to fill out a form. The person did not even ask for my name, did not check my purchase history, there were 5 people working in the store, i was the only customer. HORRIBLE SERVICE AND LUGGAGE BREAKS read more

I had briefly heard about a Away through a friend but I had never actually considered buying their luggage until I spoke with the people working at the store and saw their product IRL. The woman who helped me, Breeanna, answered ALL of my questions about the products. (All 378 of them ) She was had tons of knowledge and helped me find the perfect suit case. I bought a pink carry on and have used it twice since then. I thought it would get pretty banged up at the airport but surprisingly the wear on it was minimal and Breeanna recommended I buy a magic eraser, which I did - and my luggage looks as good as new. After trying out my carry on, and obsessively judging anyone at the airport who wasn't carrying an Away luggage, I decided to go back a few weeks ago and buy a large pink luggage. The same woman was working when I went back and she instantly remembered me and asked me how my trip to Chicago went and how my pink luggage did at the airport. She was so sweet to even remember me, considering the store was PACKED both times I went in. I'm a customer for life. Needless to say, I bought a large suitcase and I'll be back within the next couple of weeks to buy some for my boyfriend as well! Thanks Breeanna and Away!! read more

Away - Luggage Near Me - San Francisco, California

I had a great, memorable experience here purchasing my small carry-on luggage for a recent long trip to Central Europe. I'd known about the products and admired the Instagram page, read up on them, etc. for a while but this was my first time seeing the items in person. The color of some of the luggages might look slightly different than on social media, so that's something to keep in mind. But I nevertheless stuck with sky blue. It wasn't busy at all when I went in on a weekday early in the week, after work. The store associate was I think new but helpful and easy to chat with about my upcoming trip. He was so nice -- surprised me with 10% discount. (He didn't even mention it to me, until I noticed my sales total was lower than anticipated and I brought it up). A much appreciated gesture. This was a purchase well-made and the shopping experience further validated it ;) read more

Purchased this luggage and had an issue with the lock... Sent an email to customer service. They are changing systems and said it would be WEEKS before they could get back to me. At this present moment, my expensive luggage is WORTHLESS as I cannot use it for my upcoming trip. WHO SHUTS DOWN CUSTOMER SERVICE FOR WEEKS???? RIDICULOUS!!! read more

2 star for Parking and not answering the phone! So Ridiculous and I know they are not that busy!

I came in to do a repair on my large suitcase and bigger carry-on suitcase. Jack and Tessa were extremely helpful in the process. My bigger carry-on had issues with the handle, so they replaced it with a new one. The larger suitcase had a broken divider, which was replaced without paying anything out of pocket. I definitely recommend this location. The staff were extremely friendly and professional. Thanks for the help Jack and Tessa. read more

The store itself is fine. It's beautiful, open, clean, and the products look nice. The 2 male associates were fine. The British one dressed like he's about to head off to the Hampton's didn't approach us at first but he was okay. The brunette American man was a bit nicer. The products, though, are grossly overpriced for what you get. They feel extremely cheap and flimsy. The luggage looks super clean but functionally, missed the mark for me. The corners weren't reinforced, the handle felt extremely sensitive and breakable, and there's really not a lot of space to pack things. It was not something I wanted to risk having during my travels. Yes, the warranty is great but TF is away going to do if it breaks mid-travel plan? That's the real question. I ended up getting a TUMI on discount (hello sale!). I rather pay the extra knowing that I know my TUMI will last. read more

Came in today ready to pick up one of their carry on's (and maybe even a matching large check in bag if i liked it enough) after doing some homework and research. Seemed like the affordability and aesthetic met what I was searching for so I decided to stop by real quick before heading to work. As soon as I walked in there was only one set of customers, an elderly couple and what looked like 2 associates helping them. I walked around a bit and no one greeted me. I was all, understandable, they are helping out customers. Looked around a bit more for a few minutes and even walked by the associates and they didn't even make eye contact with me. That's when I kind of got put off by their customer service (towards me at least). *Not trying to sound entitled or anything but for someone who manages a flagship store in SF, my team knows how greeting is essential to our customer service and business.* So I changed my mind last minute not to purchase mainly due to the customer service. I'm off to Rimowa to get their Essential Cabin carry on instead. read more

I've gone to Away to pick up two different pieces of luggage. Had great service every time and really like the quality of the product.

First time actually coming into the Away store. Came in to buy a bigger carry on for my boyfriend's sister as a birthday gift. I've loved my suitcase soo much since I got it 2 years ago and it's held up so well! We got her the same one I have but in the baby blue color. We were greeted by Oscar who was super helpful and friendly. Great customer service and he got us what we needed right away. He even threw in a gift for me too since my suitcase didn't come with a charger and case. So awesome! Totally will come in again if ever we need to buy more suitcases. Thanks Away! read more

Tldr; service at this location sucks. Instagram ads got me hard for The Everywhere bag. I was pretty set on the black nylon one and had an SF trip planned with my bestfriend last Sunday to check out Away and a few other stores. Fast forward to walking into Away. First glance, well lit store, all their products on display. There was a good amount of people there on a Sunday afternoon. I didn't expected to be helped right away, but I came in, made eye contact with one of the associate's at the desk, so I said hi! Yeah, nothing. Walked around the store and continued to contemplate what color I wanted. Yes, I was very set on black. But that green in person is GORGEOUS. We stayed in the store for at least 10 minutes and I know there were definitely associates who weren't busy. Never greeted, never asked to be helped or if I had any questions. They definitely knew we existed in the store because we made eye contact multiple times, only to have them look away/back on their phone. So we left. The bag is $195 before tax. I didn't think it was worth it if the associates couldn't bare to do their job. I wish I could sympathize and maybe say it was because it was a busy day or they were just having a bad day, but based on all the other many negative reviews, I have a feeling this location just sucks. I hope their service isn't a reflection of the quality of the bag. They definitely lost a potential customer. read more

Very good luggage, I have the carry-on for three years now it is built to last. The sales people are not pushy but they will help you if you have any questions. read more

Amazing products and while they may be on the rad expensive side, the quality and customer service that comes with it is top notch! Shoutout to Oscar at this store who was an absolute hero and found my passport in a hidden pocket after I made a return and before it got shipped back to the warehouse! I can't thank him enough for making the effort to double check, so thanks again Oscar! Also, shoutout to the secret pocket on The Backpack for being so well hidden even I forgot it was there‍ read more

Tried to exchange a mint condition/unused very expensive suitcase still carried by them for a smaller size with no expectation of credit when we were outside of the official store exchange window and got no help from them. Totally inflexible when it was no cost to them. Not buying from them again. read more

I didn't realized that the street is closed on the weekends now due to pandemic. After purchasing a large suitcase I couldn't get it back to my car a few blocks away (broke arm) so one of the sales person helped carry it to my car for me. It was really nice of him! Also the suitcase is really good quality and very sturdy. All my suitcases are from here and I travel internationally a lot. read more

I am not a frequent "Yelper," but I do feel the need to share my experience at Away in San Francisco. I have been in the store a handful of times and have always been treated with respect and attentiveness. I am absolutely one of those people who can never make a decision, especially with choosing colors. I must say that Jack is very professional and provides excellent customer service, he heard what I said and engaged with me. I didn't even know that I wanted a monogrammed luggage tag, but I love it! Acknowledging I am a very difficult customer, I came in at closing and Sou, I believe he was a store manager, was so nice and patient with me, he didn't rush me out or anything. He was friendly and extremely helpful not only to me, but to his staff who were trying to close around me. I recommend this store to anyone. Staff are friendly, the store is always clean, and overall it has been a pleasant experience. read more

My husband and I have been so excited to get our parents started with their own away bags because we love them so much. I was so appalled by how we were helped by Angela today. My dad wanted to purchase a backpack for his upcoming travel and really wanted the backpack, but since it's out of stock another associate suggested he should try the daybag to see if it's a good enough size and then swap it for the backpack if it's not big enough. When we went to pay, Angela heard our plans and said "well that's kind of a waste." so much for a 100 day trial! When leaving, she said the receipt was emailed. However, i didn't receive the receipt before leaving so i went back to make sure it was sent. She assured it was and asked if i wanted to resend it, i said yes because i've had complications with refunds not going through because of the service. She ROLLED HER EYES and said "it's sent byeee~". Away is such a great brand and i've loved the 100 day trial and customer service UNTIL TODAY. I was so put off by her lack of customer service & I hope away finds a way to have their great service of 100 day trials be backed by someone who cares about their customers. read more

Great customer service - went above and beyond. When the suitcase I wanted was not available in their store or online, they offered to contact the New York store and have sent to either my home or SF. Much appreciated team! read more

After recently getting a carry-on suitcase online I went in to check out the checked luggage size and Gio helped show me my options. He was so wonderful and the product is so great that I bought another suitcase! To my surprise and delight I received $50 off for having recently purchased another suitcase. Highly recommended the products and the shopping experience. read more

I have been on the market for new luggage for years and AWAY has always been on my mind. As with most people the main reason I seemed to stop myself from purchasing was wondering was cost. After careful thought and numerous friends/family members joining the Away Luggage band wagon, I decided it was finally time to pay the brick-and-mortar location a visit. First off, the storefront is very clean and very minimal. It has a very modern aesthetic just as their designs are. Their Away brand products line the wall and are on display throughout the store as employees circle the store to see if you or other patrons need assistance. We were helped out by an employee (I believe his name was Oscar?) who really helped answer our questions and discuss the different packages available. He also was very well-informed with travel guidelines and where it differed domestically and internationally. With my heart set on the pastel pink carry-on he let me examine it and also was very blunt about how the lighter colors will get scuffs and scratches you will see more than the darker ones. He was also very clear that the warranty wouldn't cover superficial damages like that (which makes sense, but I'm also very grateful to know this from the beginning instead of being shocked and stunned and upset later)! So props to you my dude! I admire the honesty. While I didn't leave with a bag, I left with enough knowledge and information to make my decision. I ended up purchasing my bag online because ngl, I had a discount code, but I don't think i would've have been able to make the best decision for myself without coming in. I was able to get all my questions answered and also look at the physical bags in person. I also feel like with an investment that does take a slight hit at your bank account, it's important to really feel it out. So do your research, come in if you can, and look/feel/walk around the store with the luggage (or whatever you're coming in for) so you know you REALLY want it. Lastly, depending on when you do visit it can be pretty busy. This can be mean that their employees don't get to talk to you right away or also that you won't find parking right off the bat - but on that front and to be fair you are in the city. loooool. TLDR; If you're really considering making the Away luggage investment I definitely recommend coming in to ask any questions and see the products in person. There is also a 100 day period where you can test out your purchase to see if it's for you or if you want to make any add-ons so that's pretty cool. Thanks again, AWAY SF and special shout-out to the sales rep Oscar! (Hopefully that's your name and my memory isn't that fuzzy hahahaha, if it's not oooops!). read more

TLDR: the store is nice, parking difficult, the service is bad and both my suitcases broke. I have two of their suitcases, which I like but they both broke so I had to take them in to get repaired. While the repairs were free and appreciated, they were supposed to call me to tell me they were ready. When I never received a call, I tried to call them multiple times but they never answered. Their products are a bit expensive and for me to have two separate ones that failed, and for me to have bad service, is disappointing when you pay good money for suitcase. read more

OMG GREAT CUSTOMER SERVICE...I love the away products they have won me for life. Im not done buying more... read more

Away - My new away family - Luggage Near Me - San Francisco, California

I adore this company and I was among one of the customers who purchased their original suitcases, so I was happy to be informed from an e-mail about updating my luggage to me TSA standards to change and upgrade my battery. I had the earlier models where the battery that can be screwed in or out, so I was elated to know that they would change my battery feature, so that it would just pop out rather than unscrewing the battery. The service was free and the staff was quick and very polite and friendly, thank you everyone who helped out. read more

I came in today to get my carry on repaired and I can confidently say that Away and it's staff made my entire day. Before I came in I was worried about how much a repair would be, but due to a zipper coming off, they fully replaced my bag for free without any hassle. The staff there was extremely welcoming and informative; they knew their products well. One of the best customer service experiences I've ever had and will continuously be recommending Away to my friends and family. I wish life were this easy all the time! read more

I bought a suitcase during the pandemic but the one I wanted wasn't available due to "supply chain issues". The sales lady assured me I can bring in the old and swap out for the expandable one I really wanted when it became available. "I'll call you and notify you when it's available" she says. Fast forward a number of months, no phone call but now I see the suitcase I wanted is now available. I drop into the store hoping they'll exchange the suitcase they promised they would. I even came ready to exchange AND purchase a larger, matching one. Of course they tell me they couldn't exchange the suitcase because too much time had gone by. Well that just left a bad taste when you realize you got suckered into believing whatever they said. Make the sale at all cost even if it means losing a repeat customer. Congrats Away!! read more

June 25th 2018 Long time away supporter order my first bag when they were a star up years ago for my bf one of the original suitcases. I have recommended their bags to all my friends on social media can't rave enough, but the customer service from this store is disappointing to say the least. I had purchased their new premium aluminum suitcase three months ago at the time I had ask the sales associated if there were any other colors in the pipeline since I prefer black since it would go with other travel gear. She told me no other colors would be coming I believe her. The silver aluminum bag I purchase I end up not using it because of my injury and can't travel for the next 3months so it sits in my closet unused still with all its protective coverings. Fast forward 100 days later and behold a black edition aluminum launches. So I go into the store which was understaffed and wait in line for 10min or so the a male sales clerk ask why am I here for I told him to exchange for he new black suitcase they are launching next day he proceeds tell me in a very condescending tone they won't be carrying it in store almost as to detract a return which was odd because on Aways Instagram it's plastered that they will be launching online and In store next day he ignores my comment. Then the store manager Ashlee helps me I explain to her that I bought this silver aluminum but I would rather have the black one. She looks up my receipt and says I am one day to late from the return window at 101 days I proceeded to tell her the bag I have is unused and to look at to confirm it's in new condition since I never used it, she refused and raises her voice I explain to her I don't want a refund just a simple exchange for another color again she raised her voice and tell me there is nothing she can do and to call customer service. I understand that I missed my return window by a day but the lack of compassion and customer service is beyond believe I wasn't asking for anything crazy or out of this world just a simple even exchange since price on both suitcases are the same. I won't be recommending Away luggage to anyone any longer not because the luggage isn't nice but because the lack of customer service there employees have at the end of the day all wanted was to enjoy my future travel experience with a suitcase I truly love and now I can't. So I will turn to other manufacturers with better customer service. read more

I can't thank Giovanni enough for his prompt and courteous service. I was looking for a mini suitcase online and there were hardly any color options, I called their store and Giovanni helped me pick the color by sending me pictures and helping me buy the suitcase in the color I wanted. I am highly impressed with the customer service. Giovanni is the reason I am giving 'Away' store a 5 stars... thank you for going out of your way and sending me the tracking number. Can't wait to gift the mini suitcase to my boy! read more

Came here because I heard that thee Minis came back and lucky me I bought the last one! It's super cool and I can't wait to travel with it. The store is clean and nice. It's like I'm walking into an Apple Store but for luggage. The staff was super welcoming and the associate who helped me -- Kristin -- was very helpful and even recommended that I bought some Marvis tooth paste and added it to my Mini. It actually tastes nice and is made with ingredients I'm familiar with! Great store, great staff, great products! read more

Away - Luggage Near Me - San Francisco, California

Went on my first trip with my Away luggage. Traveled to Japan and you can imagine all the stairs and rolling my luggage around the subway stations. All I can say it's quality luggage to buy, great wheels, rolls easily, includes portable charger and additional international outlet plugs. Lifetime warranty is a major plus!!!! Friendly staffs, shout out to Oscar! read more

Service on 5/5/18 *AWFUL SERVICE, from a short woman. I'm a long time customer who's bought several pieces and turned family/friends onto the brand as well. I received an email from Away earlier this week regarding the battery exchange on the carry ons. Since I was walking past the store just now I decided to walk in and ask when it'd be best for me to come in with my luggage. I had to wait 15 minutes for TWO sales people who were talking to ONE person, and not even about luggage mind you, but rather a plant and how to water it, take care of it, and not keep it in direct sunlight. Last time I checked this was a luggage store, not a plant store. But for some reason both employees thought the plant conversation was more important than making an actual sale on the merchandise. Once they finally acknowledged my presence I proceeded to ask when it would be best to come in with my carry on for the battery exchange. Rather than engaging in a conversation regarding the matter, the short woman behind the counter immediately responded with an attitude saying, "IF YOU READ YOUR EMAIL CORRECTLY, IT SAYS WE WILL CONTACT YOU NEXT WEEK FOR AN APPOINTMENT" and wouldn't engage any further. I immediately walked away. For the record, that's not what the email stated. But ok. Thanks for your help. I'm glad she cared more about a 15 minute conversation about a plant rather than a paying customer's needs. Never coming back to this store. read more

Do yourself a favor and order online. The service is extremely lacking. I came in for an exchange and the associate who helped me, Brianna, was dry and unwelcoming. She also took 15 minutes to swap products in the stock room, which baffles me as the associate who first sold me the Carry-On took less than 5 minutes to retrieve the item from the back. Parking is already difficult to find in the area, taking about the same time as Brianna took to grab the Bigger Carry-On from the back. Luggage is great so don't sour your experience with Away by actually visiting one of their stores. You'll be disappointed. read more

I used to be a loyal customer. I have about 8 suitcases and several accessories. PreCovid they customer service was excellent here at Hayes. I had no interactions with them or their product from 2020-2021 but bought 3 suitcases this year... I can't comment one way or another about quality but the last encounter with this store was so awful and off putting, I have completely rejected this brand. I am going to give these suitcases to the homeless here (win-win) as I don't want to support this company by giving free advertising on my travels. I'll start over with their competitor. Customer service at Hayes is inexcusable- management I know there's slim pickings out there but with so many other options for stylish luggage these days, it seems your glory days are going to fade. I don't know what's happening to all these companies that used to gain loyalty with excellent customer service. You guys used to be amazing. Ciao! read more

I wish I can give a 6 stars to this place. I needed a luggage before my Hawaii trip ASAP!!! I didn't want a Calpak luggage because they break easily and it is tacky. But luckily I found a store near me. Once I entered the Away store, it was busy. But the lady name Angela helped me and accommodate me really well and gave me useful information on the luggage I wanted to buy for a decent price. A lot of people say " Away " luggage's price are deep. But it's really not. Your money is worth of what you get if you love to travel a lot! She told me this luggage can go up to two weeks! Which was perfect for my Hawaii trip. I didn't want to pay for check in as well at the airport. I got this really cute gray luggage. I literally came back from Hawaii two weeks ago and it was a perfect carry on for the airport. Especially it had a portable battery. The portable battery charges really fast and it's really convenient to have a portable luggage too just in case your phone dies in the airport. But overall, thank you Angela for the best luggage experience ! read more

So we did not have time to get here before Christmas to get our kids their Away luggage's for an upcoming trip. So "Santa" left them a note stating he left their gift at the store. So the day after Christmas I tried calling to make sure they had the ones we wanted, so that we can just show up and pick up their gifts from "Santa. I tried calling multiple times but did not get an answer, but i did hear on their voicemail that you can email them. So i emailed them, and within an hour Brianna called following up on my email. She confirmed they had the ones my kids wanted and I paid for it over the phone so that when my wife and kids showed up it would be ready for them. Brianna was so great, she played along, and even wrote on a note that it was from Santa. Everything went just as planned. I cant thank Brianna enough for the help and going above and beyond. Experiences like this is what will keep us buying Away brand, and will keep us recommending to our Friends. Thank you Brianna. read more

Love this luggage. Took it to LA this past week, bought the larger carry on and it was perfect. The sales person was very accommodating in store and I was in and out in 5 minutes. read more

I have been debating the Away suitcase for months, so I was super excited when I found out they had a location in Hayes. Another data point to add to my research! The store is simple, with all of their suitcase colors, sizes, and monogramming options displayed throughout the store. I loved being able to see the colors in person, and the store associate was SO helpful! I expressed concerns about the lighter colors getting dirty, and she demonstrated how a Magic Eraser removes basically any marks or scuffs. It's one thing to read reviews and look at pictures online, but I loved being able to wheel the suitcase around in the store. I'm sold! read more

I truly enjoy the make and structure of an Away suitcase and have always purchased their products online! Really great colors and design! I decided to go into the store to see the nylon fabric expandable suitcase to see what it looks like in person, and the customer service was sub par. I wish I had a better experience to write about but the sales person was stand-offish, a little derogatory in his tone and not very helpful. As I was the only person in the store, it wasn't as if they were busy with many other customers. read more

it's not the product .. the product is alright .. a little too expensive for a plain looking luggage. The salespeople are just a bunch of snobs as if ... they just stand around and don't really try to sell. They're just annoying to look at. read more