Complaints

This profile includes complaints for Moncler USA Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Moncler USA Inc.

  568 Broadway Rm 301 New York, NY 10012-3271

• 

  Moncler USA Inc.

  650 Madison ave New york, NY 10022

• 

  Moncler USA Inc.

  99 Prince St New York, NY 10012-3218

The 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:03/06/2025

  Type:Product Issues
  Status:

  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 purchased a Moncler Verone Reversible Short Down Jacket (Size 3, Color: White) on November 20, 2024, for $2540.I traveled to **** during the Thanksgiving holiday to spend time with my relatives. Since the jacket size did not fit, I requested a new return label from Moncler while on vacation.However, I received no updates two to three weeks after I shipped the return. I reached out to Moncler, and at first, they claimed they were investigating with *** and assured me they would resolve the issue. But later, I discovered that they were lying, as *** had no record of any investigation. Moncler then became increasingly unwilling to help, repeatedly telling me they "can't do anything" and asking me to contact *** myself. However, *** stated that the merchant should be the one to reach out to them since the return was made using Monclers prepaid return label.According to Moncler's Return Policy, they are responsible for the prepaid return labels they provide. Additionally, Section 3 of Moncler's return policy states that regardless of the payment method used, Moncler will refund the customer for all payments received for a canceled purchase, including standard delivery costs if applicable, within the following terms: if the customer returns the products independently, the refund will be processed from the moment the customer provides evidence of having sent the products back, whichever is the earliest. I sent them my drop-off receipt as proof after contact, but they completely ignored me. For the past few months, I have been trying to contact them, but they have ignored my messages. Every time they responded, they just simply repeated that unless they receive the package, they wouldn't assist me ********** a major corporation, Moncler is blatantly bullying customers with such behavior. Their customer service is extremely rude too. Whenever I provide my personal information, they immediately disconnect the chat.

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  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 went to purchase a Christmas gift to the Moncler store, at the ********** in *******, **, on Dec 21st, 2024. Two days later, on the morning of Dec 24th, I went to the store to return it in the original package, unused and never opened. To my surprise, they were not willing to give me a refund. They just offered a store credit. The fact is, I did not want anything else. I spoke to the store manager and pointed out that, prior to purchase, no-one had told me that they did not give refunds for returning merchandise. Also, there are no signs letting you know about it anywhere visible in the store, or no notes prior to purchase. There is a note in the small prints of the receipt, (after the purchase) that informs you about it. I find it deceiving, because it is after the fact. I did not see it until the store manager told me when I came for the return. I would have never bough a gift if I had known it. I called the company, and they told me that Moncler takes returns for online purchases but they do not get involved with local stores policies.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  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 left my vest to be repaired. They said it takes 2 to 4 weeks the day I submitted it. After 4 weeks I called them they said they lost package which has repair part so they requested another part from *****. So they said it will take 8 weeks from 10/07/2024 .I called them 12/27 /2024. They don't even know the status of repaired and from the store they never returned my phone calls. I called main customer service 30 times. They were keep saying someone will returned my calls within 24 to 48 hours. It really frustrating. MONCLER is high end brands and I'm so disappointed that their customers services. I just want my vest back soon as possible and need their apologies. It such a rude customer service I ever get before. And why I can't Make call to store directly. It so funny. Only customer call center handle this!! ***. I don't want to repaired. Send my clothes back to me. So angry!!

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  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 ordered a coat on Jan 9, 2024. It was supposed to be signed for, but I wasnt there and I was told it was delivered. I asked them how as I wasnt there to sign so how could it have been delivered. They have been giving me the run around since January and theyre telling me to go and do a police report, but I honestly think the delivery driver kept it. I submitted a claim to *** and they emailed me and said the package was lost and moncler is still refusing to refund me. Theyre saying they cant submit a claim without my police report, but I live in bklyn now and also what do I tell the police? I dont want to make a fraudulent report. I have been patient, but now I feel they want me to pay for something that was their loss.

  Customer Answer

  Date: 11/01/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Moncler USA Inc. regarding complaint ID ********. Also, the police **** said they do not need a report from me to file a claim with the carrier after I explained to him the situation and what moncler is trying to force me to do. The package was never delivered to my residence and they want me to make a false report.
  
  Sincerely,
  
  ******** *******
  

• Initial Complaint

  Date:09/04/2024

  Type:Sales and Advertising Issues
  Status:

  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 am the owner of an ***********. I contacted the store prior to the ***** shutdown and I was told they would replace the broken zipper on my jacket free of charge. I took my jacket in to the store in ******************** in June 2024 and dropped it off. I now see they put a $150 charge on my after sales form in very small letters of which I did not notice at the time I was handed the form. Additionally, nobody told me at the counter they wanted to charge me for something that was supposed to be free. The signature on the page is not mine, and if it is supposed to be the representatives, it is illegible therefore I am anuable to give you his name. The ticket number for my jacket is *************. I expect my zipper replacement to be done free of charge as I was told it would be. Please have a representative contact me about this. ******* **************

• Initial Complaint

  Date:05/24/2024

  Type:Product Issues
  Status:

  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.

  Incident: jacket was stolen / lost when returned to sender via *** and the sender (Moncler) is not refunding the value of the lost jacket. Description: Moncler Arneb Short Down Jacket was returned to Moncler USA via *** with a return label on the 02/27/2024 in ************* following the return instructions and label Moncler provided but the box was empty when the package arrived and the item was lost / stolen on the way to Moncler. I filed a claim with both *** and Moncler and with the local police department based on the instructions Moncler provided. Moncler informed me today the at they are unable to refund the price of the jacket as *** won't refund the jacket price to them. I know they have insurance for these types of cases and this is completely unacceptable business practice to leave this for the customer to pay. The *** tracking number is number *******************

  Customer Answer

  Date: 06/17/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Moncler USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:02/05/2024

  Type:Delivery Issues
  Status:

  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.

  Date of transaction: Jan 27 Amount paid: $2,244.84 Issue: I purchase a Moncler jacket but was unsure of the size. The salesperson said I can try and if I bring the jacket back in good condition I can return or exchange. He didnt specify that the triangle on the jacket is considered part of tag. When I brought the jacket back to Moncler located at **** ***** ****** they refused to take jacket back be use the triangle was missing. I was not informed of this requirement before. They are now refusing to even exchange the jacket for different size. This is a highly restrictive and Moncler is duping customers to buy and then unable to exchange because in my experience they are giving misinformation at the point of sale. I am very disappointed.

  Customer Answer

  Date: 02/29/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Moncler USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  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 bought a Moncler vest in August of 2023 for an approximate cost of $800 USD. Initially I loved the feel and look of the vest. However, after wearing the vest five times in casual use (very clearly not any level of active use), the vest developed a hole in the fabric. I attempted to go to the Moncler store and to file an "aftercare" request online. Both requests for repair or replacement were denied. The physical store location said "this is from our spring collection, so you have to be careful with it." I am extremely disappointed in the quality of this product. Moncler is a supposed technical outerwear company and to have an issue with the product after such light use of it is clearly a manufacturers defect. If their outerwear is damaged every time the wind blows, there's something wrong with the product. I am seeking repair or replacement.

  Customer Answer

  Date: 02/24/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Moncler USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  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 purchased a Moncler jacket from Neiman ****** and the interior trim, which was glued together, is falling apart. I contacted Moncler via email, phone and through Moncler.com multiple times requesting that the jacket be repaired or replaced and was told to bring it to my local tailor. My tailor won't touch it. At this point I want my money back. I own at least a dozen other Moncler items which have all been fine, but this jacket was poorly made.

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Moncler USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  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 purchased 2 items from Moncler Online totaling *******. Two pairs of shoes. I couldn't decide on a color so I got one pair each. I decided on one color but they were too small even though I ordered in my usual size. I returned both pair. They kept one pair and shipped the other pair back to me saying "there was no ** code" for the one pair. I explained to them I only took them out of the box to try on and upon the realization they were too small placed them back in the box and returned both pair. I called them upon receipt of this pair explaining my confusion. They told me yes, they got the shoes back, unworn, tags attached, original packaging and receipt but....No ** code? I explained I didn't know of or see this ** code? They said it was a small card (like the size of a business card) with a barcode on it. I didn't see or receive this? Is it possible it wasn't placed in the box upon shipping? Noooo they said, they said they have video of this! What? I have spend hours on the phone with their rude customer service people who are robotic in their responses. "without a ** code theres nothing we can do" over and over again, I even asked to exchange for a larger size "without a ** code theres nothing I can do".. Can I speak to a manager? No, without a ** code a manager will not talk with you.. Finally I got someone a manager "****" on the phone who was shockingly rude! She said "you're just mad because you didnt get a favorable outcome" I reminded her that it is the customers who keep her in a job and she said "thats not true" so, got nowhere with the supervisor either, Now I am stuck with a pair or $750.00 shoes that are too small - was returned in the original box, packaging, tags and receipt - Brand New never worn because I couldnt find this little card. This is a scam! These people are exceedingly rude, they take your money and refuse returns on unworn items and use the ** code as an excuse to not offer a resolution. buyer Beware!