I had a very disappointing experience with the Away store in Venice due to inaccurate information and inconsistent customer service. I called the store just before closing the evening before my visit specifically to confirm that the suitcase I wanted to exchange for was available in the color I wanted. The employee assured me they had several in stock. Based on that information, I made the trip to the store the next morning, arriving before opening and becoming the first customer through the door. Because I believed the suitcase was available, I also carried my existing suitcase approximately three-quarters of a mile to the store so I could complete the exchange. Once I spoke with the staff, I was initially told the suitcase wasn't available after all. I was then told they could have one shipped to me for an additional $20 expedited shipping fee. When I asked why I should have to pay that fee after making the trip based on incorrect information provided by the store, I was told that none of their warehouses had the color I wanted in stock--even though I had just been told that the West Hollywood store had that exact color available. Receiving multiple contradictory answers during a single interaction was frustrating and made it difficult to have confidence in the information being provided. Mistakes happen, but when a customer calls ahead specifically to avoid an unnecessary trip, they should be able to rely on the information they receive. After traveling to the store and carrying a suitcase three-quarters of a mile based on the assurance I was given, I expected the mistake to be acknowledged and handled in a way that respected my time. Away positions itself as a premium brand, and I expected the customer service to reflect that. Unfortunately, this experience fell well short of those expectations. read more

I stopped by the Away store on Melrose today with zero expectations, as it was my first time visiting. I brought in my Check-In Large suitcase, which had a wheel issue. As I approached the door, I was warmly greeted by an associate who even opened the door for me -- a small gesture that made a big impression. She immediately let me know they likely had the part in stock, took the suitcase to the back, and had it fixed in under 10 minutes. Before I left, I asked for her name -- Lexie. She was incredibly helpful and professional throughout. Kudos to Lexie and the team for delivering truly exceptional customer service -- quick, friendly, and hassle-free. Couldn't have asked for a smoother experience. read more

I wasn't sure what to expect. I did some research and a lot of websites rated Away luggage among their best. So I took a drive up here to check them out. I'm headed to NZ and AU soon and don't really want to pay the $ for check-in luggage. The place is really clean and pretty straightforward. It's spacious with its displays. There was a gentleman sales rep there and I asked to look at their check-in luggage. He showed me 3 types. The standard that will fit on any airline, domestic or international. Another that's slightly larger and will fit most domestic, and then the original one but with a zip expandable option but he told me this zip one wouldn't fit some international flights if the expandable portion was used. I asked him about their warranty and he told me they had a lifetime regardless of who damages/breaks the luggage, just bring it in and they'll fix it or replace it. I actually didn't know about this warranty. I love companies with this lifetime warranty. I can think of 3 other companies that have a similar warranty that I swear by. Then a lady walked in to replace her suitcase. It was actually her wife's and I asked her some questions. She said her wife had that luggage for 6-7 years now and this was the first time it broke (its case was actually cracked really badly). I was impressed, 6-7 years and now she was probably getting a brand new suitcase to replace that one! I honestly was sold right there. The lady actually recommended the larger carry-on and said that extra space was completely worth it. I talked some more to the sales rep and he said if I was flying internationally, to stick with the standard as some international airlines were really strict with their bags. I gave it some thought and agreed with him. This entire visit was only 15m! Ha! That's my type of shopping. read more

Love the Venice location because the employees are so helpful and nice. I came in here with an issue with my luggage and they got it resolved for me. Thank you! read more

I love their products. Venice store always has great customer service! I love coming in store to shop but they also take orders over the phone. read more

I'd been trudging through Venice for several hours with an horribly unfashionable duffle with an even worse strap when I saw the sign for the Away store and said out loud to myself "thank God". I already had two Away pieces and knew I could find a replacement bag that was high quality and would meet my needs. As always, the selection was immense and variable. The clerk was extremely helpful and immediately identified two styles that would meet my needs. After picking a color, I was able to replace my bag for less than $100 for a higher quality more stylish option. Not only did I leave feeling very satisfied with my purchase, the clerk who happened to be a transplant from my home state, made me feel a little less lonely in my travels. 10/10 would recommend this location for your luggage needs. read more

I want to give a big thank you to Away Travel. I recently lost my home in the Palisades fire. Away Travel was giving away very nice duffle bags to victims of the fire as well as a significant discounts on luggage purchases. My job requires I travel often, so I knew I would be needing new luggage for work, once the dust settled with my situation. I purchased several pieces of luggage, and have used them numerous times and I am extremely happy with the quality and features of my luggage. The customer service and staff were amazing; professional, kind and compassionate. Thank you everyone. I will be purchasing all of my luggage needs from AWAY Travel and will encourage my friends and family to do the same. read more

What Retailer closes at 6pm on a weekday? Aren't Away customers work travelers, who might try and buy a bag after work? Everyone else on Abbott Kinney is open. read more

Came by about 20 mins before closing time and store was all locked up & lights out. Disappointed as we would've spent 5 mins in the store given we called ahead to check inventory. read more

Looking for some luggage to replace our old set, which has seen better days, made a stop here on the way to lunch to take a look, staff was very friendly and helpful, able to answer all our questions, still deciding if we want to,pull the trigger. Like the idea of the warranty but the price is on the high side. Like everyplace on the Westside parking is a challenge. read more

Gloria and Bronwyn were so helpful and easy to work with. Great location and great service!

The lock on my Away suitcase broke so I took it in to Away on AK and was immediately greeted by Diana who said she'd be able to replace the lock for me. Not only was the replacement free and fast but she also went the extra mile to clean some scuffs off my case and grease the wheels. Felt like I left with a brand new suitcase! Thank you :) read more

The folks at this store are really wonderful. Online - slow & not so helpful email responses. Store on Melrose - Not helpful. Wouldn't exchange my suitcase even though I got it hours before from Away website and barely took it out of the box . They told me I had to contact customer service online, which was not helpful since it takes them days to respond and it was a gift so I took a shot and went to this Venice store. I spoke to 3 people. They were fantastic and all very happy to help. They even reprocessed my order so I could use a giftcard I was unable to use online for some reason. They were great. read more

Brand new location and very convenient to get to this spot. I've been wanting to get an Away suitcase since I first heard of it on TV and boy it did NOT disappoint. People here are so friendly and knowledgeable with the product. It's a bit on the higher end but it's soooo worth it with their "Lifetime Warranty," if any part gets damaged or even if it gets beat up at the airport when it's checked in, they will replace either the parts OR swap it out for a new one. Since it's an investment I'm guessing the company will make the price worth it with its warranty. It's amazing! I'm so in love with my suitcase that I also got the matching Everything Bag. The price is 100% worth it. I will definitely be buying for from them in the future. Also worth noting: the staff are encouraged to wear gloves (which they provide) if one wants to touch and look at a product. They have a little station at the door right before entering which I thought was very neat. read more

Away - Comes nicely bagged - Luggage Near Me - Los Angeles, California

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Super helpful staff, great selection, really well kept store. Definitely good vibes. read more

Love my away bags. Staff was helpful and even sent me to a great coffee place nearby. Went to West Hollywood location.

I was in store today to purchase an Away rolling suitcase and toiletry bag. I went to the store in person after trying unsuccessfully to place an order with the store by phone (thereby holding the bag of my choice in case they sold out due to the sale). Throughout, I was simply blown away by the patience, helpfulness and knowledge the team members displayed. Not only do they patiently repeatedLy answer the same questions about sizing, etc, they do it with kindness. Andrew the manager was exceptionally patient and helpful, first in trying to execute a remote order, then helping me later in store. Even with my extreme indecisiveness about colors and sizing. Thank you Andrew and your team for this awesome experience. read more

Love Amway I love that my son is so involved love the products love how quick the items come in amazing amazing amazing

Amazing products and quite possibly even more amazing customer support! I am an Away-er for life!

I reached out to this location this afternoon to try and get help with a broken interior compression system bracket on my Medium suitcase. I was fortunate enough to speak with Kenny who was patient in listening to what the issue was, and kind in taking the time to find out that the part could be sent to me for repair at home. It was a huge relief to learn that I wouldn't have to ship my suitcase across the country for a simple repair at home. Greatly appreciate the excellent customer experience I received today. AWAY Travel is lucky to have Kenny as a part of their team. Thanks Kenny!! read more

Away - Broken interior compression system bracket - Luggage Near Me - Los Angeles, California

Super impressed with the store - especially management. White glove service the whole way! I had to drive all the way to this location from Newport Beach to have some work done on my suitcase. I wasn't stoked on making the drive, but I am 10000% glad that I did. The manager, Matt, made the entire experience easy and pleasant. My suitcase looks gorgeous and is travel-ready once again. Matt seriously went above and beyond to make my experience a positive one. I haven't been that impressed with customer service in a long time. Seriously, he's got a customer for life in me and my family. Combined with the quality of the Away product, you can't go wrong with this store. read more

I called this location for assistance with one of my orders. Since I needed my Away Suitcase for my upcoming trip. Kass was extremely responsive and went above and beyond to making sure my concerns were addressed. AWAY is doing it correctly. Hiring great team members who are going above and beyond their traditional role. Thanks Kass! read more

The AWAY store on Abbott Kinney is the place you need to go for that specialty luggage and bag for traveling the world. Xavier is one of the most amazing associates in the store. He is a professional, and will take of you with kit gloves. The entire staff are fun and friendly. You won't be steered wrong. Enjoy your travels!! read more

Best product and customer service ever! I LOVE my suitcase and have had great interactions with the co.

I'm blown away by the customer service Ali provided. Was very patient & informative. She answered all my questions. I was debating btw Monos & Away. Since I live in Los Angeles it was convince for me to walk into a store and check it out. With the 90 day trial its a win win. Now time to put this bag to test. read more

My father passed away and I needed luggage to travel out of town with very short notice. Based upon some preliminary research on YouTube, AWAY luggage appeared to be a good choice. It was held in high regard as kind-of a middle ground between the common, everyday brands and the premiere, ultra-expensive expensive ones. I called the Venice store and that's when I met Marques. Simply put, he was amazing. He answered all my questions with forthright honesty and never once tried to push anything on me. Once I made my choice he went out of his way to ensure I receive my luggage within two days so I had time to prepare for my trip and make the flight. Additionally, I later had problems with the airlines and their handling of my luggage. Marques again handled the situation getting me a replacement within two days. I am extremely pleased with the luggage and feel it fully lives up to its high ratings. But, I am even more pleased with the customer service. Enough cannot be said about the level of compassion and professionalism I received. Thank you again Marques! read more

Great staff! The folks who work here are friendly and helpful. Purchased the Expandable Large suitcase to replace some old, massive, bootleg looking luggage I bought 15-years ago. Not over priced like a lot of 'designer' luggage out there and way more functional. Five stars, fam! read more

Alfonse provided the most fantastic customer service that I have experienced in a long time! As a result I will continue to purchase products from Away! read more

I am a loyal customer to Away Luggage. I have many pieces and also gift their pieces. I will not be ordering again from Away until they bring back what was outstanding 800 customer service. I had to rely on an in-store associate to process both my return label and investigate my credit return on my card. The store associates are still representing Away with the same excellent customer service that I had become accustomed to at Away If the stores are open in this pandemic they most certainly can resume 800 customer service. Unfair to ask their locations to carry the load. After two after UPS delivered the item back to their warehouse I still had not received a credit. I was told that the help email address is taking up to two weeks to respond. This is unacceptable!! I gave a 3 star rating because their products are amazing but their customer service took the 2 stars off. read more

We received the best customer service I have ever experienced at the Venice Beach Away location. My family and I are on the east coast and we interacted with Store Manager Matt via phone multiple times and felt like we were truly taken care of from start to finish when purchasing our suitcases. Matt's product information knowledge is profound and had a detailed answer for every question we asked. He was extremely attentive to our needs and was a pleasure to work with. He went above and beyond to help us find what we were looking for over the course of a week of back and forth telephone calls - a true display of the caliber of Away customer service. Our luggage came in perfect condition and we couldn't be happier. We are very impressed with Away's Customer Service culture and especially with Matt; he has singlehandedly made us Away Luggage customers for life! Thank you Matt! -Tom and Liliana read more

I went to the Away store in Venice this afternoon and had an excellent experience. Tazae was very helpful and knowledgeable. The products are fantastic and the prices are very good for the quality of the luggage. Highly recommend this brand and this store read more

We first got in line when we got there it went fast the girl at the door was so nice ! She took our temperature and then went in to the store. They were having a first ever sale. We were so excited to touch the luggage you had to wear gloves that were supplied loved that and all the clean precautions !!! The sales person we got was Drew we hit the jackpot !!! Don't get me wrong everyone was so nice including the manager Missy but Drew has has it al!!!! Knowledgable, helpful, fun, It made our our buying experience so great!!!! read more