ComplaintsforMonos Travel
Current Alerts For This Business
Pattern of Complaint:
As of January 5 , 2024 BBB files indicate that this business has a pattern of complaints concerning the following issues:
Product Issue:
Consumer complained that they received poor products.
The customer stated the product was not up to standards advertised by the business.
Delivery Issues:
The business had issues completing the delivery to the consumer for which no explanation was provided.
The service/product was not delivered on time or the consumer was not properly notified of delivery.
Refund / Exchange Issues:
Consumers are having trouble receiving their refunds from the company after going through their process.
The company did not clearly articulate the refund requirements and processes to the consumer for them to be aware of how and why they can or can not receive a refund.
Service Issues:
Consumers expressed being pushed to sign agreements without fully understanding the product and difficulty in canceling their agreements.
Customers expressed payment issues.
Customer Service Issues:
Consumers are experiencing no follow-up or contact from business for a long period of time.
Products and contracts aren’t explained properly to consumers at initial consultation.
Billing and Collection Issues:
Credit report corrections required due to lack of customer service.
Lack of understanding on loan products due to improper explanations.
We offered Monos Travel. the opportunity to address the above identified patterns. We did not receive their response.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
31/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Date: July 28, 2024 Amount paid: $579.70 Business committed to provide: The website advertises a bundled luggage set for $495 Nature of dispute: I would like a refund adjustment of $20.34 ($18.00 + 1.13 HST)Attempted resolution: I wrote to the company via email and was told that some colors cost more. (I tested this. It is not true. The website does not allow _anyone_ to pay the advertised price of $495 for the bundled luggage.)Advertised price: The bundled luggage for the carry-on and medium suitcase set is advertised on the ca.monos.com website at $495.00. I can add the set to the cart at that price. But when I go to pay, the price jumps to $513.00 (with the advertised JETSETTER discount.) I tried removing the discount so I could pay the regular, advertised price of $495, but the website does not allow one to purchase the luggage at the advertised price.Initial Complaint
11/07/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased the Dove Grey carry on which apart from the telescoping handle does not stay up when using is well thought out. I purchased a set of the packing cubes separately. Upon receipt I saw that they were quite heavy and would not be useful with the carry on. I wanted to return them. For several weeks I tried to contact Monos by phone (there is no operator just a message to say write an email or text. I texted and after a several weeks have no response. This business model is hands off and no customer service once the product is bought. They want NO contact with the customer after the sale. Additionally, there is an email address for ******************* which returns the email as "no such address". I want to return this item and secure my refund.Initial Complaint
23/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Monos sent an incomplete product. Promised they would send a replacement, and then became unresponsive. It has been over 20 days since I reported the issue.They are quick to take payment, and over explain and attempt to justify any issues.Initial Complaint
08/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Bought luggages for an upcoming family vacation, some complications occurred and the vacation ended up getting cancelled. Im trying to return the luggages but the company has been to giving me a hard time over it, its been over 2 weeks since Ive processed a return for said items but I still havent been provided any return labels. Ive been emailing the company going back and forth with a representative, Ive been offered an exchange instead of a return, 10% refund on what I paid to keep the luggage instead of returning but havent been offered the return labels that Ive been requesting. The company has a 100 day trial for their luggages, basically if you change your mind within those 100 days you can always return them, so I dont understand why theyre being so difficult. Today I received an email detailing they need a selfie of my holding my Id, a picture of my billing statement in order for them to process return labels, Im not comfortable sending pictures of myself online, nor pictures of my id or bank billing statement due to online security issues, to put it Frankly, I dont trust them with my information, they already have my name and bank info since I paid with my card, so none of this makes any sense. ** ****** ********** **** ** ********* ***** ****** ******* * ***** * *********** ****** ** ***** ** ***** ******** *** ***** * **** ** **** *** **** ** ****** *** **** *****Initial Complaint
20/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a backpack on November 28, 2023 for Christmas. The backpack started being used in February and the zipper failed in less than a month of use. One of the zippers was not lined up with the track correctly and does not work. Therefore Im unable to open and close the backpack as intended. I submitted a warranty request on February 27 and was told that the backpack was being replaced per the warranty on March 6. I provided another picture that was requested on March 6 and have not received any additional information or shipping confirmation since then. Im unable to get ahold of their customer service and they have not responded to any of my follow up email attempts. They do not have a phone number listed and Im unable to submit a product review on their website. I purchased this backpack in part due to their quality and warranty, but they are failing to stand by it. I either want a replacement item or full refund to purchase another bag.Initial Complaint
15/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Ordre Number: ******* Items Purchased: 1/26/24 Order Confirmation: 1/26/24 Items Delivered: 2/5/24 Items Return Date: 2/13/24 Items Delivered via **** to Monos: 2/21/24 Items Returned / Tracking Numbers: Hybrid Check-In Medium **** tracking number: ********************** Hybrid Check-In Large **** tracking number: ********************** Hybrid Carry-On Plus **** tracking number: ********************** I have attempted to reach out to Monos Travel LTD. several times via email (******************* and ***************), live chat and phone (their phone number does not work, it just directs you to the email and webpage) and no one has responded to even give me a status as to my refund. I have done my part and PROMPTLY sent back their items in brand new / never used condition as they requested. I have now been waiting three weeks (since February 21, 2024) for a response to any of my attempts at communication and / or my refund to no avail. Please have someone reach out to them and get my money back because at this point I am extremely frustrated with their lack of communication, care and disregard.Initial Complaint
11/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
To whom this may concern, On December 11th 2023, a purchase of $3096.20 was made to Monos Travel. After receiving items of very poor quality, a complaint was made to the merchant to have the items returned without restocking fees due to the poor quality of the products. After accepting my request, I received shipping labels for the items. The items were then shipped off by *** using the tracking numbers that have been provided below. After delivery of the items, I received 6 confirmation emails that Monos Travel had received the items back to their desired location. These items were delivered on the 31st of January 2024. A few days later, I reached out to the merchant regarding my refund and was told that the items were received by a representative named ****** on February 7th 2024. I reached out again on 12th of February again asking where my refund was and then was told that the items were lost and that a *** claim was made on my behalf by Monos Travel. With over a month gone by, *** has now confirmed that the items have been lost and a claim amount for the value of the shipment has been sent to Monos Travel by *** as seen on all 6 tracking numbers provided below. ****************** ****************** ****************** ****************** ****************** ****************** As seen on the *** website, each tracking states the following. "A claim has been issued to the sender for your package. Please contact the sender for more information." I have since contacted the merchant regarding this information and have received no response for the issue at hand.Initial Complaint
26/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
My mom purchased me a carryon pro, checkin medium, checkin large and two crossbody bags from monos. Around $1,500 in luggage. In less than a year, after only three flights, my checkin large suitcase broke. The hard shell has an 8” crack and the interior strap snapped off the inside so I can no longer strap my clothing down. My mom got me this luggage because of the lifetime warranty, and Monos as a company has such a professional appearance, I wasn’t worried about the damage and was confident I’d be able to get it replaced as per their replacement policy. I was wrong. After three months of trying to get a response from Monos…I am now looking at reporting this company and telling everyone I know that Monos DOES NOT have a lifetime warranty, is NOT a professional company, has ZERO customer support, and I sincerely feel like my mom and I were ******* by ***** advertising. We tried emailing numerous times from multiple emails, posted on all their social medias, send DMs…we have had zero response other than the social media manager asking me to DM (which despite my frequent DMs…have had no reply.) For the amount of money spent on this “premium” luggage….I feel ****** and it is not right. Monos needs to make this right or I’ll make sure to share my experience often and loudly. I’m currently looking into how to file a formal complaint against Monos for ***** advertising and zero customer support, and intend to follow through unless Monos responds and honors their promised warranty.Initial Complaint
15/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Date of Transaction: 2/3/24 Paid: $780.85 for 2 Monos Carry-On Plus suitcases, 2 luggage protectors, 1 set of 4 compression bags, 1 set of 6 compression bags. I received everything in a timely fashion.I have tried to return 1 carry-on and 1 luggage bag.Monos's website is not accepting photos of luggage which then stops the return process. They want to charge exorbitant shipping for each item separately, thus shipping each item separately. They are only allowing a discounted credit and no refund. I don't trust that once returning the 2 items, I will get any credit back but I do not want credit. I want a refund and to do no more business with this company. Also, there is absolutely no way to have a conversation with anyone at the company, not even a chat online. This is the absolute worst I've ever experienced with online shopping.Initial Complaint
30/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I am urgently seeking resolution for my order #******* with Monos Travel ***** placed on November 26, 2023, and charged $1312.94, which has been misdelivered and remains unresolved.Key Points:Misdelivery: Notified by *** of delivery on December 19, 2023, but discovered the package was erroneously sent to *******, ********** instead of my address in ******, ********** (*** Tracking: ******************, ******************).Failed Resolution Attempts: Since December 20, 2023, I have engaged in extensive email communication with Monos Travel **** **********, a customer happiness specialist, confirmed the misdelivery on January 4, ****.Refund Request and Company's ********************* offered to resend all of the items. Given that the order was placed in November and this issue prolonged into January, I instead requested a refund. I shared that I wanted a refund because so much time had passed. I issued the business a Notice of Cancellation of a Distance Sales Contract due to non-delivery within *********************************************************************************** ****** that govern distance sales to consumers to cancel a purchase contract when goods or services ordered online, by phone, or through mail order are not delivered within 30 days of the agreed delivery date. Despite acknowledgment of the error of wrong shipment, which is confirmed by their team in the attached emails, Monos Travel **** has not provided/attempted to delay the refund. Current Status: As of January 18, ****, communication has stalled with no update on the refund or resolution. This situation highlights a significant breach in delivery, customer service, and consumer protections. I respectfully demand an immediate refund of $1312.94 and a prompt resolution.Attached are all relevant correspondences for your review.
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Customer Complaints Summary
47 total complaints in the last 3 years.
29 complaints closed in the last 12 months.