Trust Score 82/100 · 3 sources · 3,725 reviews · updated 16 Oct 2026
Away reviews
In short
Is Away legit?
Away holds 4.7 out of 5 on Trustpilot from 3,337 reviews, and 76% of those are 5 stars. Google shows 4.2 from 380 reviews, but that is a store listing, not the online shop. BBB shows 1.5 from only 8 ratings, an A+ grade and 86 complaints in 3 years, mostly about warranty outcomes and orders.
Trust Score 82/100 from 3,725 public reviews across 3 sources, updated 16 Oct 2026. How we score
- Rating sources
- 3
- Ratings counted
- 3,725
As of 16 Oct 2026 · How we score
AI summary
Away holds 4.7 out of 5 on Trustpilot from 3,337 reviews, and 76% of those are 5 stars. Google shows 4.2 from 380 reviews, but that is a store listing, not the online shop. BBB shows 1.5 from only 8 ratings, an A+ grade and 86 complaints in 3 years, mostly about warranty outcomes and orders.
- Warranty claims often end in a fast replacement. Many Trustpilot reviewers say a new suitcase was sent within minutes or days after a photo and an online form. Trustpilot
- Support is described as quick, courteous and responsive in many 5-star Trustpilot reviews. Reviewers say issues were resolved the same day or with little effort. Trustpilot
- Store staff are called helpful, knowledgeable and not pushy. One Google reviewer liked the courier delivery to a hotel. Google
- Some owners report bags lasting for years. One Trustpilot reviewer has used the same bag for 9 years and praises the repair kits. Trustpilot
- Several Trustpilot reviewers say the DIY repair kits and parts came with clear directions and fixed the problem. Trustpilot
- Customers say the lifetime warranty often means a DIY repair kit instead of a new bag. This comes up in Trustpilot reviews and in several BBB complaints about handles, wheels and zippers. Trustpilot
- Claims are denied as cosmetic or as not affecting function. Reviewers cite zipper teeth coming off, a collapsed hardshell on a first trip and water marks on a bag. Trustpilot
- Late, missing or mis-shipped orders appear in BBB complaints. These include paid rush shipping that did not arrive in time and personalized gifts that missed the holiday. BBB
- Some customers find support hard to reach. They mention a heavy reliance on chat and AI, no published phone number, and unanswered emails. BBB
- Pricing and promotion disputes appear on BBB. Examples are a cancelled order after a pricing error and a set discount that was not applied at checkout. BBB
Summary written by AI from 105 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 4.7 / 5 | 3,337 | 16 Oct 2026 |
| 4.2 / 5 | 380 | 16 Oct 2026 | |
| BBB | 1.5 / 5 | 8 | 16 Oct 2026 |
Delivery, returns
and support
How is Away delivery?
The data gives no typical delivery time. BBB complaints describe orders that never shipped, only one item of two arriving, a wrong item delivered, and expedited shipping fees not honored. Away has refunded shipping fees in several of these cases. Trustpilot has one complaint about slow shipping and little else on delivery.
How do Away returns work?
Returns are mostly covered by BBB complaints. These include refunds not issued after items were sent back, exchanges denied, and personalized items that cannot be returned. Away replied that some refunds were processed once the complaint was raised, and one carrier investigation was still open. Trustpilot and Google say very little about standard returns.
How is Away customer support?
Experiences split sharply. Many Trustpilot reviewers call support fast and helpful, and Google reviewers praise store teams. BBB complainants report chatbot loops, slow email replies and local stores that cannot fix online issues. One Trustpilot reviewer outside the US, UK and Canada says no fix or reimbursement was offered.
How is Away quality?
Reports are mixed. Some owners say bags have lasted 7 to 9 years. Others report broken handles, wheels, zippers and cracked or collapsed shells, sometimes within a year or on the first trip. A Google reviewer says the metal luggage did not survive checked baggage handling. The Google sample is only 5 reviews, so this is a thin signal.
What customers say
about Away
We had an older Away suitcase that was broken during travel and the company replaced it with minimal effort on my part.
Lifetime warranty means they send you a kit and you fix it yourself
Their metal luggage does not withstand baggage handling and the damage is not covered by their warranty.
The service was excellent and not at all pushy, which we appreciated.
on its very first trip, the hardshell collapsed inward, leaving the bag permanently caved in.
I’ve had my Away roller since 2019, and this bag has held up 100x better than any suitcase I’ve had before from Samsonite.
Questions about
Away
Is Away legit?
Reviews suggest Away is a real brand with mostly positive Trustpilot feedback: 4.7 from 3,337 reviews, with 76% at 5 stars. BBB lists an A+ grade but also 86 complaints in 3 years and a 1.5 rating from only 8 ratings. Complaints focus on warranty denials and order problems.
Does Away's lifetime warranty replace broken luggage?
Experiences vary. Many Trustpilot reviewers got a quick replacement suitcase. Others report being sent a repair kit to fix the bag themselves, or having claims denied as cosmetic. BBB complaints include several of these cases.
How long does Away delivery take?
The data gives no standard delivery time. BBB complainants describe orders that were late, never shipped or partly shipped, and rush shipping that missed the promised date. Trustpilot has one slow shipping complaint.
Can I return Away luggage?
The data on returns is limited. BBB complaints mention refunds delayed after items were returned and exchanges refused. Personalized items are described as not eligible for return or exchange. Away processed refunds in several of the complaints raised.
Does Away reply to bad reviews?
Rarely on public review sites. Away replies to 1.5% of Trustpilot reviews and none of the Google reviews read. It replies to about 71% of BBB complaints, usually with a formal resolution statement.
Ask the agent
about Away
Try one of these:
Sources
- 52,547
- 497
- 355
- 279
- 1559
Brand replied to 2% of reviews
As of 16 Oct 2026
- 5255
- 444
- 319
- 29
- 153
Brand replied to 0% of reviews
Google Maps listing: Away
Rating data from Google · As of 16 Oct 2026
Brand replied to 71% of reviews
BBB grade A+, 86 complaints in 3 years
As of 16 Oct 2026
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