Away — Local services in New York

I have owned an Away suitcase for years and the zipper recently broke. Perfect opportunity to use the warranty or purchase the next size suitcase for a quickly approaching trip if it can’t be fixed in time. Called the Bond Street store for more information about how to get my luggage fixed (details are not clear on the site regarding how to initiate the process). Also wanted to check inventory on the new potential piece. Phone rang, recording played…no answer. For two days. How do I know if I can bring my bag in for repair?! I don’t know. So I don’t bring it all the way to the store. I’ll still make the trip for a new suitcase though. I traveled over an hour to this store and was told the bag I want is not in stock, it can’t be delivered to me because I’m out of the couriers range and my zipper “might” be fixed on my existing bag if I wait around for it…maybe. When asked if they could contact the Williamsburg Pop-up the answer was no, they don’t have a phone. It’s a pop up, so I get it, but no managers are in contact with other managers, or corporate or any one employed by the same company to inquire about availability, or any operational function? At all? When I mentioned I couldn’t reach anyone via phone at this Bond St location either, the response was “we turned off the phone because people are calling just to yell at us”. I went completely out of my way to give Away more money and wasted every bit of time and energy, which could have been avoided if someone could pick up the phone anywhere in the company and manage customer expectations, but the staff is afraid to get yelled. I walked away so I wouldn’t scream in person then trekked back home for over an hour empty handed and confused. I won’t have time to come here again and there’s no guarantee they can fix my bag if I do. There’s no way of knowing if the luggage I want in the color that matches my existing bag is in stock without revisiting the same process. Sorely disappointed. Super resentful the product is great, and the marketing is compelling, but the experience falls short in the customer interaction in person. Just answer the damn phone, Away.

UPDATE: Online customer service got back to me regarding fixing my bag. There’s hope the warranty...

Extremely unpleasant experience despite my respectful behavior.

I walked into this store to gather information and take photos/videos for my mother-in-law, who was interested in buying a suitcase. I spoke briefly with one of the staff, then stayed inside the (completely empty) store while I was on the phone with her for about 20 minutes to update her on the options.

I wasn’t touching anything, blocking anything, or disturbing anyone. I was simply standing there talking quietly. My plan was to hang up before taking the photos and videos she had requested.

Suddenly, another salesperson came up to me, completely ignoring the fact I was clearly on the phone, and abruptly asked if I needed help. I politely said no, I had already spoken with someone. He stayed standing right in front of me, repeated the question in an irritated tone, and even started mocking me by pretending to fall asleep (hands on his cheek like a pillow) while I was still talking.

Once I ended the call, I asked him what the issue was. He rudely replied that he didn’t understand why I had been standing in the store for 30 minutes on the phone “walking around” if I wasn’t going to buy anything, or ask questions. I explained that I was just waiting to finish the call before taking pictures for my mother-in-law, but he showed zero understanding, let alone any kind of customer service.

I ended up leaving, feeling extremely uncomfortable and unwelcome. Not a single goodbye or courtesy shown.

It made me feel judged and pressured to leave just because I wasn’t immediately buying something. Since when is it forbidden to be on the phone in a store — especially a completely empty one — when you’re calm, respectful, and clearly not causing any disruption?

Very unprofessional attitude. This could have been a sale — instead, I left feeling unwelcome and even embarrassed.

I do not recommend this store if you expect even the most basic level of respect or...

I’m genuinely dissatisfied with my purchase. I regret it wouldn’t recommend it and absolutely won’t use the suitcase again. The problem that I have with the Away bag is the lock. When tsa inspects bags, every time I travel with the Away bag, my bag is left unlocked after the search from TSA. The Away bag that I have won’t lock unless my combination is on the lock. Although TSA has the key to unlock and lock the bags every single time without fail that my Away bag has gone through TSA inspection, where they open the checked bag without me there it is returned to me unlocked. I didn’t realize why this was happening until recently. I lock the bag before I go to the airport after it’s packed and check the away bag. Because TSA cannot insert the zippers without the code when I pick I up my bag from the carousel after my flight my bag is always unlocked. My concern is that my luggage isn’t safe when I travel with it because the bag is left unlocked from the minute it leaves my hand until the minute I get it back. there’s no point in using a suitcase with a lock if it’s unlocked the entire duration of the trip. I also travel with an AirTag in my bag so that I can keep an eye on my luggage in case it’s lost or stolen and again that’s completely useless because my bag is left unlocked during the entire trip. I can’t tell TSA how to do their job and I can’t guarantee that they’re going to use the key to lock my bag every single time but I can tell you that this problem doesn’t happen when I travel with my Delsey bags that don’t require the combination to lock them. If away could exchange the product for a suitcase with a lock that doesn’t require the combination to lock it I would happily do that instead or a refund so I can purchase a bag that locks without the combination code. I’m not that far past the 100 day trial period and I’d like an...