Testing The Away Luggage 100 Day Trial Full Refund Guarantee: An Unintentional Customer Service Review
Testing Away Luggage's 100 Day Trial Full Refund Guarantee: An Unintentional Customer Service Review
Before heading to Sri Lanka, I decided to take the plunge and upgrade my carry-on luggage to an Away bag.
Backstory on my previous luggage - during my first trip to Thailand my luggage went on the wrong plane and when I got it back it was damaged. Since I booked the flight with my Chase Sapphire card, I was able to replace necessities needed until I got my bag back and be reimbursed. Once I found my bag damaged, the same card has another policy that actually reimbursed me to replace the bag. I chose a carry on option instead of a checked bag going forward. I loved my samsonite carry on set, but the padding made them always look bigger than they actually were so the idea of the Away luggage bag was really starting to appeal to me. Sleek design, hard shell outside, removable external battery for charging your phone, and a different style of suitcase inside.
I decided to go for "The Carry-On" for $225. They also have "The Bigger Carry-On" ($245) which supposedly you can get on most major airlines, but it wasn't worth the risk to me for the bit of extra space since I could travel on so many random airlines with different rules.
$225 can seem a lot for luggage, especially for a bargain hunter like me. At the same time, as you research you all find that for the type of luggage and quality Away offers, it is actually a lot cheaper than it's competitors. This is because Away sells directly to their customers. (see FAQ) Cutting out the middle man markup. For the same reason, Away does not run sales or promotions. Not even an Away Luggage Black Friday Sale or an Away Luggage Cyber Monday Sale. They don't do it because they don't need to because they give you their best price all day every day. That's cool.
Some features of The Carry-On by Away (from their website)
- Unbreakable polycarbonate shell
- Ejectable battery that charges your phone
- TSA-approved combination lock
- 360° Hinomoto wheels
- Interior compression system
- Hidden laundry bag
Exterior measurements 21.7” x 13.7” x 9”
Interior measurements 20” x 13.5”
Weight 7.6 lbs
Measurements include wheels.
Sometime I will do a more specific review of the luggage. But for now the cliff notes: I really liked the luggage over all, but wished I had gotten the one with the outside pocket for easy access to an iPad, documents, etc.
I kept procrastinating on asking about an exchange, probably because I felt awkward that I had toted it halfway around the world for weeks. (But they claim that's okay!!!)
When I finally hunkered down to write to Away it was literally day 100. Literally. DAY. ONE. HUNDRED!
How would Away handle the request for a return/exchange? Here's exactly what was said...
How's that for awesome customer service, an awesome return/exchange policy, and truly a "no questions asked" 100-day trial?!
When you hear something like a 100-day no questions asked trial... it sounds great, but you're still a little skeptical. Well, I can assure you that Away Luggage means it!
So if you're wanting to gift this bag to a traveler or thinking of investing in one yourself, you can do it completely worry free, knowing that they have a great return policy.
But honestly, I doubt you will want to return it.
Rather than buying a set of luggage when you only really need one or two pieces (A "travel uniform" as away calls it), why not just invest in good quality and highly functional bags?
As I mentioned before, Away does not run sales. But there are 2 ways to get a discount and neither require an Away Luggage discount code or Away Luggage promo code:
Customer Service Series Explanation:
The market for almost any product today is very competitive and to me customer service is what really stands out and makes me want to be a loyal customer of any given brand, service, or company that fits my current needs and budget. That being said, periodically when I reach out to companies, I would like to share my experience with their customer service in case it helps protect you from a bad situation or gives you confidence to make a necessary purchase knowing the company really backs their product or service. Click here to see more in the Customer Service Series.
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