Monos Reviews 6

I ordered a luggage cover for my suitcase on 2.2.26 with a 2-3 week delivery time. When I chased the order this weekend I was given another ‘expected’ 2-3 week delivery time after they at first could find no record of my order. Several emails later including screen shots of my confirmation and payment they acknowledged my order. No apology.
I love their product- I bought my suitcase in Toronto and have since ordered several items as gifts in the UK with no problems.

I ordered an item on November 22,2025. The Black Metro Duffel. It did say 2-3 week delivery, which was fine. After about 5 weeks with no contact from them, I made contact. I was responded to by obvious AI and told it would be a couple of more weeks. Ok. However, by January 25th I had still not received the product or ANY communication. I sent a very disgruntled email.., again responded to by AI. Now saying that they have no idea when they will receive that product due to “ logistical” issues. Asking if I wanted another color- which I do not. I also pointed out that on their website it still lists the Black Metro Duffel as a 2-3 week delivery- which is more than misleading. I said I wanted a refund. The ONLY positive part of this is that the refund was issued within about 24 hours. For the prices they charge, it’s appalling the level and lack of customer service and communication.
Order at your own risk and DO NOT EXPECT any kind of viable customer service. I would also point out that they had the use of our money that whole time.

Horrible customer service - they have no phone number and online chat is a dog that doesn’t respond. They also charge £25 per return even if that’s more than half the cost of the item. If you have issues with the return they simply ignore your messages and emails until you launch a PayPal case or chargeback. They have horrible customer support. Do not buy from them. At the price point it’s not worth the stress- buy from a real brand that has quality customer care after they charge your credit card.

I ordered a small item costing £48.75- charged me £10 extra for postage.
Item was not as expected so want to return it- all ok except Monos are charging me £25 to return it ie more than 50% of the cost of the item!
State that it is because they need to maintain quality standards.
Do NOT purchase from them- no UK stores so no option but to lose a lot of money if you return an item!
No phone number just online chat which is a dog !!
Terrible terrible service for a supposed quality brand

I wanted to share my recent experience with Monos luggage: they took my money but never shipped my order, and even after customer service told me they had emailed the warehouse four times, they still received no response. Despite the item not shipping at all, Monos said they couldn’t cancel my order, which made the situation even more frustrating. In the end, I had to reach out to my credit card company, and they agreed to process a chargeback and cancel the order. My advice: stay far away from this company to avoid the headache I went through.

If i could give less than 1 star i would. Avoid this company unless you wish to be out of pocket. Customer service is not uk based and impossible to speak to anyone. I sent a case and accessories back for a refund as the case was too big for what i needed, i was refunded for the accessories but the expensive item, the case, theyre saying they are not sure they have received it. The accessories were inside the case!