Pam M Rua

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Unhappy customer

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I get emails confirming I have $5 off for every 100 points - but the website gives no process for selecting the discount, and customer service has't bothered to tell me how to use my credits in over 2 weeks. They say they will respond within 24-48 hrs, but no response even though I've sent various texts and emails. Terrible service with no response back.
View full review
Pros:
  • Good marketing
Cons:
  • No service or response to customer issue

Preferred solution: I want my credit/value off my last purchase of $5 off for every 100 points

Aurora V Xpk

Warranty

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Monos - Warranty
Monos - Warranty - Image 2
Monos - Warranty - Image 3
Yesterday, my carry on locks stop working. Couldnt close my bag. Today come to my knowledge that they dont have a telephone number to call to deal with the warranty. But the way the product material is the worst.
View full review
Pros:
  • Looks like great luggage
Cons:
  • Service and material are the worst

Preferred solution: Full refund

User's recommendation: Buy Tumi

Treyton Zyt

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer

The luggage is very nice but the customer service is non-existent. I have tried repeatedly to email them for help on an exchange.

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Monos - The luggage is very nice but the customer service is non-existent. I have tried...
The website does not allow you to process the exchange after you fill in sll of the information. I have even been trying to exchange for a more expensive item. If I hadn't actually received 3 pieces of luggage from the company, I would begin to doubt it actually exists. Someone should notify the Vancouver Chamber of Commerce if there is such a thing.
View full review
Pros:
  • Luggage nice
Cons:
  • Customer service is non existent

Preferred solution: To exchange one of the three pieces I purchased for a different color.

User's recommendation: Don't deal with this company.

Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Miami, Florida

Bad experience

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Monos - Bad experience
Monos - Bad experience - Image 2
I bought a medium luggage in a specific color and you sent me another color, I want to make the change and I have to add to the cart and they change me 55$ of return shipping, It wasn't my fault I also have to pay for different price, You can explain me why
View full review
Renee C Fxh

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

I JUST WANT TO EXCHANGE SOMETHING AND CANNOT GET ANSWERS

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I purchased 3 pieces of luggage, all great. I then purchased a Sling purse, it's cumbersome so I want to return it and exchange for the Crossbody.

I am spending more money, but I can't get anyone to respond with a simple question...will I get the $50 credit I used toward the Sling back when it's returned to use toward the purchase of the Crossbody?

That's all I want to know and still no response after 6 days.

So much for their, "we'll respond with 24-48 hours".

If I had read other reviews prior to purchasing ANYTHING I would never have bought ANYTHING because good customer service is almost more important than the product! I am totally ticked off and extremely disappointed...especially when there are SO MANY other companies out there with exemplary customer service (which can make or break a company).

View full review
Loss:
$90

Preferred solution: Crossbody bag

Resolved
Dana R Msh

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: Zero Customer Servive

Monos - Zero Customer Servive
Updated by user Feb 02, 2024

Company fixed the issue and I have been provided with apology. After weeks they finally contacted me.

They told me to use a link from the email sent and that link didn’t work. They sent another link a few days later and I was able to get a free exchange for another color. That is suppose to be delivered today. The sling bag that was promised as a free gift turned into a toiletry bag I did not want and they will not send me what I chose.

Oh well.

I will report that in person the luggage looks cheap and very plastic. I am disappointed in that.

Original review Jan 03, 2024
I spent over $1,000 dollars buying an entire luggage set and accessories from Monis. 1) Suitcases do not open even though the locks are set at 000. 2)came with no instructions how to open or set locks 3) cannot get a non-automated email response or a human in the phone 4) when I tried to exchange online they wanted $40 per piece of luggage and demanded I pay a higher price than what I paid even though they were running an online sale! 4) suitcases are made of cheap recycled plastic. Total waste of money!
View full review
Loss:
$1
Cons:
  • Non-functioning luggage
  • No customer service
  • Expensive to return

Preferred solution: Full refund

User's recommendation: Stay away! Cheap Luggage! Rip Off!

Tom M Xfx

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Bag received with a combo and I cannot open it - no response after several days on several platforms

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I ordered 3 bags - one did not have the default combo of 000 and it cannot be opened. Emailed, initiated a replacement on their website, and no contact after 5 days. I'm sending all 3 bags back now...once I can contact someone, since the refund on their website offers LESS than I actually paid, and I've only taken the bags out of the boxes to make sure they are correct - and can be opened.
View full review
Pros:
  • Decent looking product
Cons:
  • No customer service contact options to speak with anyone

Preferred solution: Full refund

User's recommendation: NO phone number for CS contact - probably good product, but if you have issues, it'll take some time, or never get resolved possibly

Costas Msl

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Columbus, Ohio

Customer service is non-existent

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Monos - Customer service is non-existent
Monos - Customer service is non-existent - Image 2
Monos - Customer service is non-existent - Image 3
Monos - Customer service is non-existent - Image 4
Monos - Customer service is non-existent - Image 5
Monos - Customer service is non-existent - Image 6

I purchased a beautiful pro-carryon, along with other travel pieces (over $736.00), for my overseas trip last month. Within 48 hours the web price offered a substantial discount.

Disappointing! Secondly, upon arriving in Greece, my case had multiple black scuffs that can't be removed with their cloth or anything I have. I was hoping they could suggest something else to try to remove the dark marks/scuffs. Unfortunately, the only avenue to connect that I can find is via "live chat", to which they added further insult to injury by requiring that I give them a credit card with a $5.00 charge to talk to their computer.

In addition, when attempting to log in, Monos does not recognize me as a customer. However, they inundate me with multiple emails each week encouraging additional purchases, requests for response to their survey and more. Sadly, I WAS interested in several other pieces.

However, I will NOT be purchasing from this company ever again! It was a "bait and switch!"

View full review

User's recommendation: Be careful. You will not be able to reach anyone to resolve any concerns or questions you might have

2 comments
Guest

Same here, absolutely horrible customer service. It's not existent

Steve R Uch

Monos is an awful company to deal with.Overpriced and have no customer service, They charge for rertuns.

View more comments (1)
Anthony P Afb

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Return process

To whom it may concern, I have replaced a return order for items that I have received. However, from my understanding, I cannot cancel my order, so therefore, I must wait until entire order has been shipped to initiate a return.

This is unacceptable practices, because you do not have items to fulfill, my order right away. It will take me some time in actuality to receive a refund. I have not used your items and neither do I want to with the experience that I am currently subjected to at this moment. Please have someone to call me my number is 404-772-****.

I am reporting you to the Better Business Bureau. Stop all of my items from shipping, cancel all of my items. Ive received two items to know that I do not want your products, and I wish not to do business with your company. I will for sure pass this experience on to others on FB, twitter, X and Instagram.

Once again cancel my order and refund my money. Order# 288****. Unacceptable practices not being able to cancel your order before you fulfill them, apparently you do not have the items to fulfill my order. So this means that I could be waiting around for months to receive my items.

Your site mentions at 3 to 4 day shipping. You have exceeded this window.

So the ploy here is to get items received and so you can take our money for shipping them back. I am very disappointed and extremely upset with this process.

View full review

Preferred solution: Full refund

User's recommendation: Do not do business with this company, they do not value our customs and the way business is practiced within the states. My experience is absolutely horrible. You can’t cancel or initiate a return until you receive their products. In essence, once your products arrive which will take a while. Because they don’t have items in stock to fulfill right away. So this process could take forever. Another advantage for Monos with this process, they can make money on you to ship your items back to Monos. Unacceptable, if you are shopping for luggage use Amazon, as a US company, Amazon values US business practices.

Resolved
Loreal P

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: Lengthy return process

Updated by user Mar 14, 2024

Company fixed the issue and I have been provided with apology. I kept reaching out to the company & they processed my refund

Original review Feb 13, 2024
https://returns-ca.monos.com/#/ This is the return to start your process. I had already reordered another to replace the one I never cared for or I wouldnt have re order!!! 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
View full review
Loss:
$45
Pros:
  • Decent product
Cons:
  • Poor service & lengthy process for return & no personal ph just c

Preferred solution: Full refund

User's recommendation: No no no

Rhonda C Rbc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Unable to contact

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I have emailed and texted multiple, multiple times and have yet to receive a response. All I wanted to do was exchange a carry on plus to a hybrid carry on plus. You would think that I would receive a response for an upgrade.
View full review
Cons:
  • Customer service is non existent

Preferred solution: I was hoping to exchange the carry on plus for a hybrid carry on plus

User's recommendation: Do not purchase the product due to POOR customer service.

Cheryl L Oha

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Have not received confirmation of return I’ve initiated

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Ordered two pieces of luggage, did not even remove them from the boxes. My daughter does not want them I initiated a return with photos that you requested and have not received any confirmation Please advise or should I contact my credit card provider? Thank you CL
View full review
Loss:
$100
Pros:
  • Quality product
Cons:
  • Customer service is non existent

Preferred solution: Full refund

User's recommendation: I read the poor reviews prior to purchase, however having personal knowledge of the quality of the product, I thought Monos customer service would match that quality. So not the case. Very disappointed and will not consider Monos again

Anonymous
map-marker Fort Lauderdale, Florida

Monos not willing to honor warranty

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Have contacted customer service several times. They send info to try and fix the telescoping handle but it does not work. They are not willing to honor warranty
View full review

User's recommendation: Do not buy this suitcase. Worst piece of luggage I have ever owned. Terrible customer service

Anonymous
map-marker Denver, Colorado

Terrible

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Trying to return an item to this company is like an active Congress that never gets past. Its awful, cumbersome, and not consumer friendly at all.
View full review

User's recommendation: Do not purchase from them

Anonymous
map-marker Naples, Florida

Misrepresentations and impossibility to talk to customer support

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Well, I ordered the Carry on pro plus as well as the cubes and toiletries case. The items were to be delivered today and the UPS tracking info indicated it would be delivered today. I just received an email stating the item will be here next Thursday. I tried to call monos but theyre too important to deal with customers directly. Stay away from MONOS if you expect to be treated as a valued customer let alone a human being.
View full review

User's recommendation: Stay away. Items seem nice but not worth the hassle of not being able to communicate with them when something goes awry

Ron T Eje

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Chicago, Illinois

Where’s my order?

Monos - Where’s my order?
Original review Jan 07, 2024
Ordered a week ago and order is listed as unfulfilled. Emailed yesterday, no response as of yet. Bad service for a company that purports to sell premium products. Update: I did receive my suitcase on December 18. However, Monos never did respond to my emails or the the Better Business Bureau after I filed a complaint with them. Though Monos suitcases come with a limited lifetime warranty, it would probably take a lifetime to be able to get any kind of warranty service. Id avoid this company like the plaque.
View full review

Preferred solution: Deliver product or service ordered

User's recommendation: Too soon to make a recommendation.

1 comment
Sandy Ilr

I am in the same boat and needed this luggage for a Christmas gift :(

Why Trust Reviews on PissedConsumer?

  • Professional auto and live moderation
  • 100% user-generated content
  • Equal opportunity and protection
  • Zero tolerance for fake reviews
  • Verified content
  • PissedConsumer is on the Inc. 5000 list

For more information read Blog article