Away: most-reported complaints
Automated analysis of 1,101 public Trustpilot reviews published 2026-07-20 to 2026-09-24. TrustScore 4.6 from 2,876 total reviews — see the Trustpilot page. Quick answer: is Away legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, which accounted for 47% of the 115 complaints identified in the analysis period. Support unhelpfulness was the second most common concern, cited in 34% of complaints, while warranty disputes and delivery failures made up 25% and 23% respectively. The trend for faulty product reports and warranty disputes is rising, whereas delivery failure reports are falling.
How to reach Away
These are the contact details Away publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 888-428-2118, email [email protected], address 503 Broadway 3rd Floor, New York, 10012, US.
The company claimed its Trustpilot profile on 2019-01-08, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-21. Trustpilot ranks it 4 of 7 in Luggage Store. We last checked this profile on 2026-09-24 and found 69 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.5★ on Google (0 reviews)
TrustScore over time
4.6 → 4.6 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (19%, 0.8d) · 2026-08-20 (18%, 0.8d) · 2026-08-24 (19%, 0.7d) · 2026-08-27 (20%, 0.7d) · 2026-08-30 (20%, 0.6d) · 2026-09-02 (21%, 0.6d) · 2026-09-08 (22%, 0.6d) · 2026-09-12 (22%, 0.6d) · 2026-09-15 (22%, 0.6d) · 2026-09-18 (22%, 0.5d) · 2026-09-21 (25%, 0.5d) · 2026-09-24 (24%, 0.5d).
Severity: 17% of this company’s 115 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In December 2024, 100% of 10 one-to-three-star reviews were 1★; in September 2026, 72% of 57.
Counted from December 2024 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 3.0 days between the experience and publishing their negative review (309 reviews record both dates).
What their policy promises
refund window: 100 days
“we offer free returns and exchanges on unused items for the first 100 days.”
refund window: 100 days
“we offer free returns and exchanges on unused items for the first 100 days.”
refund window: up to two weeks
“it may take up to two weeks for us to issue your refund.”
support availability: 10AM-8PM ET
“Chat with us 10AM-8PM ET”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-21.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 76 negative reviews that received a public reply, the median wait was 0.8 days — the company profile reports an average of under a day.
Reply quality: of 76 company replies to negative reviews analysed, 51% engaged with the specific problem and 36% were generic templates.
64% of its 950 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 47% of this company’s complaints vs a 26% median across 186 ranked companies in its sector.
Review velocity: 1,989 of this company’s 2,876 Trustpilot reviews (69%) were written in the last 12 months.
What are the most common complaints about Away?
Faulty product
54 reports · 47% of complaintsrising since 2026-09“Two bags deteriorated despite minimal use, clearly due to poor materials or manufacturing, yet customer service refused to replace them”
1 reader marked this review helpful on Trustpilot.
“the replacement trolly doesn't fit. When I emailed customer service, they just said they sent the right one.”
The company replied on 2026-09-20: “Sorry for the trouble with the replacement part! Our team will keep working with you to make sure we get your bag back on the road with a fresh trolley.”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
“They sent me a different size than I ordered.”
1 reader marked this review helpful on Trustpilot.
Support unhelpful
39 reports · 34% of complaintssteady“This is the FOURTH TIME ive gotten my wheel replacement incorrect”
1 reader marked this review helpful on Trustpilot.
“They closed my case without even attempting to help or inquire further.”
The company replied on 2026-09-20: “Please let our team at [email protected] know how we can help! Our emails may have landed in a secondary email folder which can sometimes happen. We are here to help!”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Claim was closed however no resolution of the warranty. Did not replace and repair was not sufficient.”
1 reader marked this review helpful on Trustpilot.
Warranty disputes
29 reports · 25% of complaintsrising since 2026-09“They sent me two parts that weren’t right for warranty that dont fit, in the wrong color and now been completely ignoring me.”
The company replied on 2026-09-19: “Our team will reach back out now! Sometimes our email replies land in the secondary folders of some email provider inboxes. But, we are free and available to help, 7 days a week!”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Instead of resolving the claim, Away then moved the goalposts and requested a VIDEO in addition to the photos already provided.”
1 reader marked this review helpful on Trustpilot.
“Claim was closed however no resolution of the warranty. Did not replace and repair was not sufficient.”
1 reader marked this review helpful on Trustpilot.
Delivery failed
26 reports · 23% of complaintsfalling“This is the FOURTH TIME ive gotten my wheel replacement incorrect”
1 reader marked this review helpful on Trustpilot.
“The part that was sent does not work for the bag”
1 reader marked this review helpful on Trustpilot.
“I made a claim twice and both times they just sent me the wrong track system”
Support unreachable
11 reports · 10% of complaintsfalling“They sent me two parts that weren’t right for warranty that dont fit, in the wrong color and now been completely ignoring me.”
The company replied on 2026-09-19: “Our team will reach back out now! Sometimes our email replies land in the secondary folders of some email provider inboxes. But, we are free and available to help, 7 days a week!”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“They sent me a different size than I ordered.”
1 reader marked this review helpful on Trustpilot.
“Will not provide any customer service or support without order number.”
The company replied on 2026-09-20: “An order number helps us track down the exact piece of luggage you have so we can make sure the correct replacement part will fit your suitcase. Please reach out to us at [email protected] so we…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Not as described
4 reports · 4% of complaintsfalling“The part that was sent does not work for the bag”
1 reader marked this review helpful on Trustpilot.
“Recently the zipper broke on it and I wanted to get it repaired, but was told I had to get a new one to replace it”
1 reader marked this review helpful on Trustpilot.
“The replacement trolley is the wrong size for my suitcase:(.”
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.