Clothing
Club MonacoHeadquarters
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Complaints
This profile includes complaints for Club Monaco's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 69 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/22/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On December 8, 2023, I placed and order for a silk shirt, with expedited shipping. Order #***********. On December 12, when the item had not been delivered, I contacted the company by phone. No one was able to give me any information regarding my order. Several emails and phone calls later, I was told they could not find the item in the warehouse or in stores, but they would keep looking.This was unacceptable and I requested that the order be canceled. I was told this was not possible.It has now been two weeks and the only communications I have received from the company are emails asking for my order number, email address, and shipping address. This has happened numerous times.Customer Answer
Date: 01/16/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding Club Monaco has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
***************************Initial Complaint
Date:12/22/2023
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order at the end of September, I kept one item and returned the rest. I sent the items back on Oct 3rd. I have yet to be refunded. I have called, emailed, texted customer service and I get the same run around everytime your order will be processed in 14 days, its taking our ************ days to process returns, your return has been processed and you will receive your refund in 1-3 days! Now after 6 times of contacting them they are still saying that the refund was not processed. This is a $1000 refund, so so completely unacceptable. It feels like they are trying to keep my money. I will never shop at Club Monaco again after all this!!!Customer Answer
Date: 01/15/2024
At this time, I have been contacted directly by Club Monaco regarding complaint ID ********, however my complaint has NOT been resolved because: they are not refunded me the correct amount.
[Your Answer Here]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Initial Complaint
Date:12/14/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered one item in 10/17/2023(order number:************, the item's price is $148.50. the total I was chaged in my credir card is $163.73($148.50+ tax).I return this item in 10/17/2023, and Club Monaco received the return and confirmed by email in 11/06/2023, after 40days I still did not receive any refund. Even I called them many times. Every time they said they will start to refund, let me wait **** days, but after 10days I never got any refund, I called they again, they said they will start refund then I waited, no refund again.Customer Answer
Date: 01/08/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding Club Monaco has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*********************Initial Complaint
Date:12/13/2023
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I returned 2 separate orders to Club Monaco via the online return form and was provided labels to return each order (the two orders totaled around $887). Each return was sent back the day after I received them, Oct. 13, and I received an email notice that each order had been received by the Club Monaco warehouse on Oct. 16. The return estimate posted on the website and on the return emails is 14 days. However, I have not received the refunds for each order and it is now almost 2 months after I returned the orders. I have checked on the refunds via the customer service emails to **********************, which have confirmed that Club Monaco received the returns, but to expect ***** days to receive the refunds. I was also given an estimate on when I should receive a refund (around Nov. 26) and to let customer service know if I hadn't received a refund by that date. I reached out after Nov. 26 and have not heard a response - it is now December 12. I made claims to my payment methods 10 days ago and have not heard a response. I've attached copies of the return receipts and email correspondence from Club Monaco.Customer Answer
Date: 01/07/2024
At this time, I have been contacted directly by Club Monaco regarding complaint ID ********, however my complaint has NOT been resolved because:
Club Monaco sent the messages below letting me know that I would be refunded on December 20, 2023. As of Jan. 7, ****, I have not been refunded.
**** ****** **** *** *** ***** ******* ** ** **** ************ ***** *** *** ******** *** ** ************** ******** *********** ** ******* ********** **** ******** ****** *** ******* **** ** *** ***** * ********* **** *** **** *** ** **** **** **** *** * ******* * **** *** ** * ******** ******* **** *** ********** **** *** *** ****** ** ******** ** ********* ***** **** ** **** ** ******* *** ******** ***** ******** *** ** *** ****** **** *** **** ******* ****** *** *** **** ** ******** * **** ****** ** ***** *** ****** ** ****** ***** ***** ** **** ******* ** **** ***** ** *** ***** **** *** ** *** *** ***** ****** *** ** ***** ** ** *** **** **** ** **** ****** ** ******* *** **** ******** ******* ** *** *** ********* ********** ** ********* ********* *** *** ************* ******* ** ****** ** *** ****** **** ** **** ******* ** **** ** ******* *** ********* *** **** ******* ** * ********* ** **** *** * ****** ******* ****** *** **** ****** *** *** ****** ***** **** ************* **** *********************************************** ************** ***** ** ** ****************** *************************************************** **** *** *** ***** ******* ** **** ***** *** *** ********* *** *** *** **** ****** ******* ***** **** **** ** *** **** **** ** ** ***** *********** * *** ******** ****** ** ****** *** ***** ************ ******** ******* ************ *** ********** ******* ** ***** **** ****** **** *** *** ***** ******* ** ** **** ************ ***** *** *** ********** ************** ******** *********** * *** ** * ******* ** *** **** ****** *** **** *********** *** *** ****** ** ******** *** ****** ** ****** ***** ***** ********* ** *** ** **** **** ** ******** ** *** ******* **** ** ****** *** ** **** ** *** ** *** *** *** ** *** **** ******* *********** ****** ***** ******** ** ******* *** ** ****** ** *** ****** **** ** **** ******* ** **** ** ******* *** ********* *** **** ******* ** * ********* ** **** *** * ****** ******* ****** *** **** ****** *** *** ****** ***** ********** **** *********************************************** ************** ***** ** ** ****************** *************************************************** **** *** *** ***** ******* ** **** ***** *** *** **** ***** **** * ***** ********In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Customer Answer
Date: 01/30/2024
At this time, I have been contacted directly by Club Monaco regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
The business is working with my creditcards to handle the dispute, but the funds have not been returned.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Initial Complaint
Date:12/13/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a dress online via club monaco. I returned one of the dress, it was signed and received by club monaco. I reached out to customer service for refund. They have repeatedly told me that my refund will be reflected in the original payment in 3-5 days. Its been more than a month. The company has stopped responding to my request for an update and whereabouts of my refund.Customer Answer
Date: 01/09/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding Club Monaco has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*********************Initial Complaint
Date:12/12/2023
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
order ********** Return No.: ************** ***** tracking: ************ ************************************************************************************* My return shipment (worth $220) was received by Club Monaco's warehouse on 11/21. Today is 12/11 and I have NEVER received any notification, a refund back into my bank account, nor an acknowledgment of receipt of my return. Nothing.The entire purchase and return process is extremely frustrating. I've made multiple phone calls, and every time the staff says "oh it takes 14 days to get your refund" I knew that I will get no refund and i will have to keep calling. ridiculous customer experience.Initial Complaint
Date:12/05/2023
Type:Delivery IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Subject: Urgent: Unresolved Order #*********** - Lack of Tracking and ***************************** ********************** Customer Service,I am writing to express my deep frustration and disappointment regarding my recent order, placed on November 23rd with Order #******. As of today, the website indicates that the order has been shipped, but unfortunately, I have not received any tracking information and I was charged on my bank account.I have attempted to reach out to the customer service via phone, but the calls have been abruptly disconnected, and my text messages have gone unanswered. This lack of communication and transparency is extremely concerning and has left me feeling neglected as a customer.I understand that unexpected issues may arise, but the complete lack of responsiveness is both unprofessional and unacceptable. My recent experience has shaken my confidence in the company.I kindly request immediate attention to this matter, including providing accurate tracking information for my order and addressing the ongoing issues with your customer service channels. I believe in the integrity of Club Monaco and hope that this matter can be resolved promptly to restore my faith in your brand.Initial Complaint
Date:11/20/2023
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Made an order on or around the 31st of October. When it came time to return some items the return portal was down and I was unable to print a shipping label.The return portal is still down and It's been a week. No representative knows when it'll be back up and tells me to return in store, when the closest one is 8 hours away.Customer Answer
Date: 12/14/2023
Better Business Bureau:
At this time, I have not been contacted by Club Monaco regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
Date:11/06/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order with Club Monaco on August 27, 2023. I received the item a few days later and did not like it, so I arranged a return through their online return portal.I sent the return via the prepaid shipping label they provided me with, and it was delivered to Club Monaco on September 25, 2023 (which is within their 30 day return policy window). The automated email acknowledging their receipt of the item stated that my refund would be issued within 14 business days. 14 business days seemed like a really long wait for a refund, but I figured I would actually receive it sooner.Fast forward 14 business days and I had yet to receive the refund. I reached out to *********************************************** and the agents ("*******" and "*****") informed me that I had been "misinformed" by Club Monaco's email, and that it actually takes ***** days to *receive* a refund. ******* claimed to have to escalate my simple return request to upper management. I followed up again almost 2 weeks later and was told again (this time by "*********") that it can take up to 40 days for the warehouse to process and issue a refund.It has now been over 40 days since they received my return, so I followed up again today. "******" responded right away saying that the refund request had now been submitted, but it would now take up to ANOTHER 14 business days for me to *receive* it.In summary, this has been unbelievably misleading and frustrating. I strongly suspect that if I hadn't been diligently following up this entire time, I would have no hope of ever receiving my refund. I don't see how a solvent business can keep their customers' money for this length of time.Customer Answer
Date: 12/01/2023
Better Business Bureau:
At this time, my complaint, ID ******** regarding Club Monaco has been resolved. My refund was processed on November 9, 45 days after Club Monaco received the returned item back in their warehouse. If I had not been diligent in following up repeatedly with this vendor, I do not believe I would have ever received a refund at all.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*************************Initial Complaint
Date:11/02/2023
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10/5/23, I placed an order from Club Monaco website. I returned one of the items and received an email confirming the receipt of the return on 10/12 (See attachments). It's been 15 business days and I still have not received the refund of $143.50 (plus tax) for the item returned (Floral Jacquard Sweater- see attach). I contacted CM via chat and was told the refund takes ***** business days. This policy is not stated anywhere on their website. They are not upfront with their buyers. I have been a customer since ****. This company has been holding customers money longer than they should and even worse, they are NOT disclosing their policy in detail online. This is NOT the first time it's taken a long time to get my refund from them. Last time ( a few months ago), it took 32 business days. This is NOT acceptable, unless visibly disclosed on their refund policy online, which is NOT as of today. I will no longer buy from Club Monaco. Not until they go back to honest business like when they were owned by ***** ******. Since it changed hands, it has been nothing but a dishonest and trashy brand.Customer Answer
Date: 11/27/2023
Better Business Bureau:
At this time, I have not been contacted by Club Monaco regarding complaint ID ********.
Sincerely,
****************
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