19 Customer Reviews
Review from Alexandra B
1 star15/08/2024
DO NOT PURCHASE My luggage broke upon very first travel Their customer service REFUSES to take the luggage back or provide any support Im going through my credit card company COMPLETE SCAMReview from Stephanie L
1 star02/05/2024
If I could choose zero stars, I would. Customer service is non-existent. I ordered 6 pieces from them (over $2300) The first flight with a checked bag, the bag was severely crushed. I went on their website to send a claim. (BTW, they have no customer service phone number to speak to a live person) Needless to say, it has been over 2 months and NO REPLY. Extremely disappointed in this company. After doing much research, I believed in this product. Sadly, I feel all the reviews on their site are bogus. I will be investing in a different brand for our 2 month European trip and selling all of my Monos items on **** because it is simply not durable enough for travel. I would rather sell a new undamaged item now because no one will buy a damaged item. Monos will do nothiing if you have any type of issue with their product. Do not believe the social media hype!Review from Philip R
1 star29/04/2024
The felt pocket from my Monos backpack began to degrade and pill after a few business trips, now it looks like the backpack is rotting from the inside. I made a warranty claim that was denied due to it being "regular wear and tear". I received this decision 3 WEEKS after submitting the claim. No quality piece of material degrades like this in a reputable product. I would avoid products from Monos, it isn't worth the hassle and they don't stand by their warranty.Review from Amber L
1 star15/04/2024
They no longer honor their lifetime warranty and refuse to respond to warranty claims or emails.Review from Kaddie A
1 star13/04/2024
My wife spent $1500 on 4 pcs Not worth a penny...cheap material, rubbish. Looks like as if it is a ****** **** brand. Waste of money and customer service would even helped.Review from Carmen M
5 stars29/02/2024
Ordered the metro duffle. Great communication. Quick delivery. Beautiful product. Couldnt be happier.Review from Loreal P
1 star16/02/2024
************************************************ This is the return to start your process. I had already reordered another to replace the one I never cared for or I wouldn't have re ordered!!! Get your act together Monos!! Very disappointing process & sucked an hr of my life away just for a return process when there is a 100 day return no questions asked. I will be videoing this suitcase to show in perfect order & unused as proof before sending it back 45 can less my refund for shipping. Well see if they refund me??Review from Miranda S
1 star16/01/2024
DO NOT ORDER FROM THIS COMPANY! ESPECIALLY IF YOU LIVE IN THE US! I was torn between Monos and ****. Ultimately, chose Monos because they had a better Black Friday deal and I liked their color options better. I ended up ordering over $1000 worth of luggage and accessories. It has now been over 2 months and I have still not received my items - they have been stuck in ** customs for over 1 month and it took me almost 3 weeks to even get a confusing and unhelpful response from Monos customer service (after sending multiple follow up emails). Only to be offered free luggage covers (which i refused, knowing they would likely also get stuck in customs) I learned from *** that this is a wide spread issue with Monos due to errors in their paperwork. The issue is known to Monos and has impacted over 200 customers, and is NOT a “standard customs delay” yet there has been no acknowledgment or communication from the company on this… I wish I could give this company a 0. They do not have sufficient customer service and do not appear to be interested in customer satisfaction. I should have just ordered from ****… :(Review from Lindsey P
1 star09/01/2024
They claim to have a 100 day trial for their products, however, even if you return your order completely unused, they will not issue you a full refund and the website is a ******** ***** For example- I purchased a $325 piece of luggage. The return receipt has $325 crossed out, offering instead $276.25 in return credit before subtracting an additional $40 return shipping fee and ultimately offering me $252.83 for the immediate return of a completely unused product. Not to mention, Monos only fulfilled a single item out of my 8 item order, and cannot be contacted because there is no phone number or responsive contact information. In summary, out of my $700+ order, I received one item, and have yet to receive a cancellation of the remaining order or even the partial refund this company offered in ********* of their posted policies. STAY AWAY.Review from Susan S
1 star06/01/2024
I do NOT recommend this company or their products. The product descriptions are hyped with beautiful pictures but not accurate descriptions. Needed to request a refund and returned the luggage without ever using it at all and within the required time, as it did NOT meet expectations. They kept the luggage AND did not issue any sort of refund even though followed their instructions explicitly. There is also no phone number to reach a real human and their online customer service is completely inadequate.
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