Reviewers share a mix of experiences regarding AWAY luggage, with feedback pointing to both strong customer service and concerns about product durability and returns. Positive themes frequently cite helpful, knowledgeable staff and attentive support, including specific mentions of swift replacements and staff names. Nonetheless, some customers report dissatisfaction with product design, warranty limits, and challenges during the exchange or returns process, especially in scenarios involving product use or cosmetic damage.
The most recurring themes involve the build quality and durability of the luggage, customer service response, and warranty handling. Multiple users appreciate the customer service for going out of their way to resolve issues and answer questions, with staff being described as friendly and dedicated. However, exchange and returns processes receive criticism for lacking flexibility, particularly for used or lightly damaged items, and some customers highlight subpar zipper and suitcase durability.
Overall, AWAY maintains a reputation for attentive customer support and engaging in-store teams, particularly in locations like Hayes Valley, SF and for international customers. However, prospective buyers in the luggage market should also consider reported concerns with warranty coverage, returns policies, and certain product materials. The brand is generally regarded as responsive, though product and process improvements may further boost satisfaction.
The most recurring themes involve the build quality and durability of the luggage, customer service response, and warranty handling. Multiple users appreciate the customer service for going out of their way to resolve issues and answer questions, with staff being described as friendly and dedicated. However, exchange and returns processes receive criticism for lacking flexibility, particularly for used or lightly damaged items, and some customers highlight subpar zipper and suitcase durability.
Overall, AWAY maintains a reputation for attentive customer support and engaging in-store teams, particularly in locations like Hayes Valley, SF and for international customers. However, prospective buyers in the luggage market should also consider reported concerns with warranty coverage, returns policies, and certain product materials. The brand is generally regarded as responsive, though product and process improvements may further boost satisfaction.
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