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October 2024 by Gabriel Rodríguez-Nava
There's customer service and then there's Away customer service. I called to ask for a repair and since I had an older model, they didn't have the replacement wheel I needed. And because I now live outside the US and flying back shortly, the manager kindly replaced my luggage at no extra cost. You just earned a customer for life!
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October 2024 by Bradley Rush
Iv been a customer since 2017 and I will now only buy luggage from Away! The luggage and bags are worth every cent! The luggage is a little pricey but you honestly get what you pay for. Lifetime warranty and the luggage is very well built! I dropped my luggage down a 2 store escalator in London Heathrow. My suitcase held strong! I swear by all items Iv bought from Away. You will not be disappointed! Trust and believe!! Away will always have your back!
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August 2024 by Joerg Eichenberger
Super Service and products!! ??
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August 2024 by Jeffrey Garelick
Great service. I went in on Sunday to explore options as I had a particular need for business travel packing. The young man and woman were super helpful and answered all my questions. I was not clear in the store, but later that night based on info and options they showed I ordered a bag on line. Stopped by the store to thank them today and let them know I ordered on line and they were just as gracious. In adoration to great service the AWAY bag I already own is fantastic so I do t think you can go wrong with this brand or this store in Hayes Valley, SF, CA.
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July 2024 by Andrea Weaver
Great customer service
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May 2024 by Keza Levine
Don’t purchase any of the lighter colored suitcases. I used mine once (not even on a plane) and it was scuffed up immediately. I purchased the smallest carry-on size and found it to be impractical. And now, of course, due to the condition of my (once used) bag, I cannot exchange it for a larger suitcase. This was a big purchase for me and I am so disappointed that I invested in a bag that lacks durability.
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April 2024 by gu rantin
STELLAR customer service! When they didn't have my color yet had to fly the next day, they went out of their way to order a luggage from the San Jose store and deliver it directly to my house. I'm super impressed. Best shopping experience I've had in years!!!
Thank you so much to Jennifer and her colleague whose name I'm so sorry to have forgotten!
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February 2024 by Clau S
The is a review for the FAR Away backpack, not for the store. The zipper broke two months after the 1 year warranty ended. I got about 15 uses from the backpack and Away can’t fix nor replace it. I don’t recommend their backpacks because of the lower quality zipper.
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November 2023 by J Adler
I know people love this luggage. I went in person to look at cases and had a salesperson who was simultaneously unenthusiastic and following me closely throughout the store, looking at her watch, even though it wasn’t closing time. Ended up not buying, as it was just disconcerting.
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November 2023 by mitch bicknell
Great shop with very helpful staff.
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November 2023 by Billy Bragman
Josh was terrific
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November 2023 by Billie M
I bought a carry-on from them with a 30 year warranty. The inside strap broke so I took it back, about 2 years later. They gave me a new one off the floor. Two years or so after my zipper broke. Took it back and they sent me a brand new one, 2 days it was here.I travel a lot. They take their warranty seriously
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November 2023 by Judy Cook
Great variety of luggage. I went in for a warranty repair. It was handled so well.
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November 2023 by Lynn F.
It's convenient if you're in SF, you get to see & touch the merchandise. The staff is friendly, and remembered me on future visits. I bought a boring black expandable carry on, then returned it when I realized it would be too big for international travel. Now a decision to make. Love the silver but it's too small & weights 10 lbs! I went home and discovered my trusty smaller $120 Samsonite carry-on is 4.5 lbs. jeesh, the smallest Away is 7lbs before packing, but I wanted to get the largest international size possible. They're very generous with returns as long as the luggage isn't used, so keep it on your carpet. I also returned a small compression bag, & when I went back to buy bigger sizes they said they don't carry them. (?). I got a set of their packing cubes, perfect for a carry on. I didn't need compression as the suitcase has 2 straps serving as compression. Easier when you're moving from city to city. My only beef is the compression side really needs three straps so the middle doesn't bulge out. Nice touch that they include a laundry bag & tag, however the tag is kind of funky & doesn't lay flat. They should consider a chain loop instead of the thick leather. On my trip to buy another I was in love with a shiny lavender bag, only to find it didn't come in carry-on size. What's up with that? After a ridiculously long time I settled on a matte aqua color, not my fav, but it stands out, won't get lost in sea of luggage. I'm getting weekly emails, as if all I do is buy more luggage. It's annoying to see the endless appearance of limited edition colors now that I'm stuck with aqua bag for the rest of my life. (Paid almost $400, not impulse item for me). Went back again for this awesome, packed flat crescent shaped crossbody bag. Another annoying design feature, for some reason the adjustable buckle still renders the strap too long, it bounces on my hip instead of hugging my chest. What's up with that? Since the department stores have either folded or lack inventory, your retail options are limited. You could also take a chance at ordering another brand online. I did that with July brand, claiming it was lightest in the world - not quite- more than my Samsonite, but returned it cause it was even smaller, like a child's suitcase. Sigh. In conclusion, Away bags are trendy, fancy retail store if you care, fairly well made except for the awkward zipper I predict will eventually break, as stated in other reviews Hope this helps with your decision making.
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November 2023 by Venus L.
Away suitcases were my preferred brand back in 2019 when I was looking for an upgrade from my usual duffle bags. Their store is easy to get to. Parking is all along the streets and timed. The area is very active with tons of different shops to go in and their staff has been friendly and helpful every time. Fast forward to 2023 and my fiancé decided it was time to upgrade his carry on luggage and went straight to Away. Their luggages come in a variety of eye pleasing colors although they no longer come with the external battery (no big deal). I forgot who assist with his inquiries, but they were very helpful and able to provide answers to every question we had. I'd highly recommend Away solely based on their customer service both in store and online. My suitcase from 2019 had a broken zipper and I wasn't sure if it was covered by their warranty. I took a chance to reach out and I was able to get a replacement shipped to me asap with no questions asked.
