Business ProfileforAway

Date of Online Purchase - April 15, 2023 Order #********** The Original Large Suitcase in Petal (Pink)Price - $318 I purchased this large suitcase for a trip in July 14, 2023 to ******. When we landed and got our bags my bad was dirty, scratched and gouged. I understand a pink bag will of course get dirty, but it wasnt supposed to scratch. When we arrived at the hotel, I immediately sent an email to Away. They contacted me back via email on 7/17/23 and gave me instructions on how to clean the bag. I contacted them back and told them I totally understand the dirt and scuffs, but the bag now had scratches and a crack/*****. I asked to exchange the bag using their warranty. They contacted me back the same day and said I was covered with their warranty. However, I was told they were sold out of the Petal, but I could pick another color. I did not want another color because I have been searching for a pale pink suitcase for quite some time. I also purchase the smaller carry on bag on April 16, 2023 to have a matching set. I emailed back to ask if I can wait for the Petal to be back in stock. I was told I could wait. I kept checking back to see if they had that color. They did not. Then on August 18, 2023 I saw on their website they had a new suitcase in Petal. I did an online chat and asked if I can get that as a replacement and said I would gladly pay the difference. I was told I can only choose those core colors. They had black and a blue available. I do not want those colors. I let it go for awhile because I was sick. On 2/29/24 I did an online chat (you cannot call them) and was told they would escalate my issue and get back to me in four hours. On 3/1/24 I got an email saying she was still waiting for a response. It is now 5 days later. Nothing. I emailed them today. No answer yet. Seems to be that many customers have a similar problem like I do. They have horrible customer service. Hopefully, you can help get this rectified. Thank you!