Reviews

Review Details

• Review fromMarc S

  Date: 09/28/2023

  1 star
  Placed an order through Monoprice.com using Amazon Pay and did not received an order number. After multiple weeks, multiple phone calls, email and chat support sessions, the Monoprice team still will not give me an order number or ship the product. Every update has been its in the warehouse ready to ship. They will not even agree to expedite the shipping to improve the customer experience. Unacceptable customer service.

  Monoprice, Inc.

  Date: 09/29/2023

  Hello,

  
  

   

  
  

  I apologize your order does not yet show shipped. We are experiencing delays due to a system upgrade in our warehouse. Please contact me at [email protected] and I will research your order and expedite if it is not yet shipped.

  
  

  Thank you and once again, my apologies.

  
  

  L**** P.

  
  

  Customer Service Manager

• Review fromStuart Y

  Date: 09/19/2023

  1 star
  Order never received despite payment. **************** refused to adjust the problem to my satisfaction (I merely asked for the item to be given priority since I had already waited for 2 weeks). I asked for a supervisor but was told that wasn't possible.

• Review fromFrancis B

  Date: 06/15/2023

  1 star
  I was gifted a Monoprice Mini Delta 3D printer by my children as a birthday present a few years ago.
  I was new to 3D printing and the printer was easy to use and worked flawlessly until the warranty expiration date. Then the nozzle apparatus suddenly would strike the print plate like a jackhammer without printing. I videotaped the abnormality and sent it to Monoprice who responded that they had never encountered that problem before and had no solution for it. Since the warranty had expired they could not offer a replacement, etc. So I was SOL.
  I was extremely disappointed in their response. There was no offer to send it back for possible repair, no offer of a credit toward a new or refurbished unit, etc.
  Monoprice offered this printer as a reasonably cost effective entry into the 3D market. $200 for a machine which lasted a year was no bargain.
  I would never buy or recommend Monoprice products as their service lacked customer focus. Offering a refurbished unit for a reduced price would have been an acceptable alternative. I understand the concept of a warranty and wasn’t asking for a freebie. All I received was an excuse that they had nothing to offer.

• Review fromCarl S

  Date: 06/12/2023

  2 stars
  Went to website. Evidently it was having to much traffic. Placed order for guitar and used PayPal. Sent order checked PayPal they indicated order went through. Called monoprice this morning and was told they never got order nothing they could do. Now PayPal has hold for amount on my account for 72 hours. Customers should be treated better.

  Monoprice, Inc.

  Date: 06/13/2023

  Hello,

  
  

  I apologize that your order did not go through. Unfortunately, we do not have control as to when Paypal returns funds. I will be glad to assist you further if you would please email me at es********[email protected], to further research the issue and/or assist in placing a new order with a discount. 

  
  

  Thank you,

  
  

   

  
  

  L**** P.

  
  

  Customer Service Manager

• Review fromduane v

  Date: 05/03/2023

  1 star
  Does Monoprice have customer service? You could have fooled me.

• Review fromKarl M

  Date: 05/02/2023

  5 stars
  I see a lot of whiners here, and tbh I wonder if they really used monoprice. I have purchased headphones, both overear and buds, a subwoofer, guitars, guitar accessories, microphones and so many cables, and a few more odds and ends, all products highly rated by reviews and never disappointed. Plus they have great customer service if you do want to return. The reward/ risk here is very low, buy with as much confidence as you can for a product you have not physically handled lol

• Review fromJacob M

  Date: 04/28/2023

  1 star
  2 defective amps were sent to me. I finally requested a full refund after a very frustrating shipping process that took >2 weeks and kept me waiting at my house all day for multiple days. I have returned by product and still haven't gotten a refund. I have called customer service countless times, the representatives kept reading lines off of a response algorithm that had no application to my situation. Every time I request to speak to a supervisor, that say he is in a meeting, on a break, or at lunch.

• Review fromTimothy D

  Date: 04/17/2023

  1 star
  I ordered a pair of headphones from Monoprice. They sure were quick to process the part of the order that was taking my money. I placed the order and they took my money on 3/19. Eight days later I get an email saying the item I ordered was out of stock and that I'd be getting a refund, but that it would still take 2-5 business days to show. So it took you eight days to figure out you didn't have something? They say that orders placed by 2pm that are in stock ship the same day. So when they're not in stock they just hold on to your money for eight days? Can I get some interest on that? I'm not used to offering short-term business loans. Sadly, in this case, I wasn't given the option.
  I called customer service to try and get some other type of answer (The email said the item I ordered wouldn't be restocked until October.) and all I got was a verbatim repeating of the form email I'd received. I was told my complaint would be 'relayed to management'. I did not feel cared for as a customer. Zero attempt to help me was made at all.
  Here's an idea: Don't charge people until you ship the item, like reputable retailers. Also, maybe keep track of your inventory and don't sell things you don't have.
  This was my first attempt to order something from this company. It is also the last. I guess I at least dodged a bullet in that capacity.
  I emailed escalations @ monoprice.com twice (at their request) based on reviews posted on other sites, and they haven't responded to either for 17 days now.

• Review frommichael f

  Date: 04/05/2023

  1 star
  I ordered two guitars from Monoprice while the were on sale on 3/13. After paying for them it took several email requests to even get an invoice from Monoprice. After the invoice arrived, I got an email stating that my guitars would be shipped out on 3/22. On 3/22 there was a tracking number created for my items. A week later I followed up to see where my guitars were and they were still in the warehouse and FedEx had not received them yet. In the next two weeks, I wrote 11 emails to customer service and returns. I was told that my guitars were lost and that I need to cancel my order and reorder the guitars. However, by this time the sale was over and the guitar was out of stock. I told the rep that I was not going to cancel my order and they needed to work it out on their end because the guitars were lost by Monoprice while at Monoprice as FedEx has no record of receiving the instruments. I also requested a call back which I never received.
  Instead of customer service working with me, Monoprice's response was to cancel my order!
  At this point I feel like Monoprice put items on sale to collect data from people who have never used Monoprice. I say this because even though customer service has trouble returning an email I get spammed with emails from Monoprice everyday with more of their "great deals".

• Review fromSteven D

  Date: 03/28/2023

  1 star
  Placed an order for a 3D printer on 3/16 with 3-5 day shipping. on business day 6 (3/25) I had a chat with customer service asking where the item was since it was just listed as "pending" still. They assured me it was on the shipping dock and I would see it soon. Sure enough, I shortly received the shipping info and a box was delivered on Monday. (3/27 -Day 8 ) Immediately I noticed that the box was about 1/3 the size it should have been, and was also quite damaged. Upon opening of the box, it was shocked to find ethernet cables, 50 of them to be exact. After waiting about 20 min. on hold I was able to talk to Lawrence from the support team. We went back and forth on the issue, and he asked me to supply pictures of what I had received, which I happily did. He had told me since they had the proof that there was an error, he was able to setup a cross shipment of the correct item, so as soon as the wrong box was in the hands of Fedex, they would release the correct item within a few hours since I am in a time crunch to meet a customers needs. I had dropped off the wrong box within an hour of the shipping label, and send a copy of the receipt back to him. Today, with still no updates, I reached out to support again to talk to Eugene. He at first told me the item was shipped, and provided the shipping for the box that I had sent yesterday. Then told me it is processing, and he could not get any more info on it. I tried to express the urgency and even asked if he could verify the shipping speed that was suppose to be expedited. He gave me a copy/paste line with all the items they they cannot modify, I asked again if he could check to even see what it is, when he told me he was "sorry I feel this way" and "anything else I can assist you with". With my case now being the 3rd listed on BBB, I felt it was important to other consumers to know they should expect wrong items, and terrible customer service. Sad to see after several years with business accounts thru employers.