Away — Local services in Los Angeles

These five stars reflect both Away as a company and my experience at the LA store. When it was suggested to me to spend over $200 on a carry-on bag after I grew up with $50 discount store bags it seemed excessive. We decided to give it a try and went ahead and ordered the first generation carry-on not long after launch. We loved the bag so much that as soon as they released their large bag we went ahead and ordered the generation one large bag as well. Fast forward a few years and I am in need of an additional carry-on bag. I saw that Away started producing aluminum luggage and when I saw it came in a half the price of all the aluminum suitcases I avoided over the years I went ahead and made the purchase. It is absolutely stunning. While there I was speaking with the team members about our other two away bags and when I mentioned one was giving me trouble with the lock, they suggested I bring it in. They tried to fix it but were unable so they went ahead and replaced the bag for me under the lifetime warranty. If we weren't customers for life before we definitely are now. Finding honest customer service to stand by their product is rare today. Away hits the perfect spot where the price is still achievable for most people but the product and service are that of a much more...

I'm writing this review after a surprisingly upsetting experience, which I truly didn't expect when I walked into the store. Just a week after purchasing a suitcase in London, I was looking forward to using it for my travels between London and LA. Unfortunately, the handle stuck after just one use, which prompted me to visit the Melrose store for help.

While the staff at the London store had been incredibly welcoming and helpful, the service I encountered at Melrose was starkly different. They did fix the handle by replacing it with a new one, which I appreciate. However, when I tried to discuss my concerns about the suitcase's reliability after just one trip, the response was dismissive. I was politely explaining the situation when I overheard one staff member say, « we just fixed it » as if I wasn’t in the room and then told me that such issues are common with TSA, even though I explained that the suitcase hadn't been used for a week before the handle got stuck.

This interaction left me feeling quite mistreated. It's not just about fixing a problem but also how you treat your customers during the process. I was really taken aback by the rudeness and lack of empathy, especially considering the reputation...

I own ~ 4 suitcases, a backpack and a few accessories from Away luggage. About a week after purchasing the backpack, the zipper broke off.

I emailed customer service about 4 times in a period of a month, with no response. I even asked them to tell me honestly if they can't fix it and so I can find an alternate solution. I asked them to just respond and give me an answer either way - no response to any of my 4 emails. I even emailed the co-founder, Steph Korey, on LinkedIn, with no response.

I guess the toxic environment at Away (as per multiple articles that can be easily searched), extends throughout the company.

Horrible customer experience. We and our family were planning on buying tens of suitcases from Away (1 for each of our family members all over the world), but now, we're dissuading others from purchasing Away as well.

All this because of non-existent customer service. You guys at Away need to pull your stuff together if you want to still have a business in the long run.

My recommendation to others looking at Away. Good products, until they break. If they do break, you're on your own. Hence, keep this in mind when contemplating a...