Review Time
I travel a lot for my job and my previous luggage typically lasts 1-2 years before it is too damaged. I bought my Monos bag in November 2022 because I wanted something that would would last. I especially like the compression side that allows me to pack more in less space in a luggage that easily fits even regional jet overhead compartments. I was traveling through ATLANTA in February 2026 when one of the wheels broke. I submitted a claim to Monos and Dexter emailed me a few days later. Since the black wheels were out of stock, he offered me the choice of silver or champagne. Dexter shipped the wheels to me at no cost and they arrived in less than a week. The new champagne wheels are installed and I am ready to hit the road again. Thanks Monos for a great bag and to Dexter for great service!
I am extremely disappointed with my experience with Monos and would not recommend this company based on their customer service and return process.
First, payment was taken immediately — nearly three weeks before my order even shipped. If you’re going to charge customers upfront, at the very least ship within a reasonable timeframe or communicate clearly about delays. That did not happen.
Customer service was essentially non-existent. Each email response took over a week, which turned what should have been a simple inquiry into a drawn-out, frustrating process. When I ultimately returned the order (one order with two items), I was charged $50 in return fees — which feels exorbitant for a company that markets itself as a premium brand.
To make matters worse, it took 19 business days after Monos received my return for a refund to even be initiated. Nearly a month to process a refund after confirming receipt is excessive and unacceptable.
As for the product itself, the luggage felt flimsy and much cheaper than advertised. The dimensions listed on the website were also inaccurate, which created sizing issues and ultimately contributed to the return.
Between the poor build quality, misleading sizing information, slow shipping, high return fees, and extremely delayed refund process, this was one of the worst online shopping experiences I’ve had. There are far better luggage brands out there with transparent policies and responsive customer service.
I had a warranty claim which was addressed easily and proactively behind my expectation. The service could not have been better. I own multiple monos bags and will keep buying more!
I ordered a set of luggage but reconsidered due to the price. I reached out via email shortly after placing the order, before anything was packed or shipped. This was about a week ago, and I still haven't received a response. One of the items is expected to ship in 2-3 weeks, but it hasn't been sent yet, so I tried contacting them again to cancel that item. No response on that either. They deduct a portion from refunds to cover shipping costs, making cancellations challenging since the only contact method is an email that goes unanswered. You also have to pay for returns on items that should have been canceled before shipping. I wouldn't recommend this service to anyone, as their customer support is virtually non-existent. I upgraded my initial review from 1 star to 3 stars after finally managing to connect with someone in chat (after going through AI first). That representative helped get the large blue suitcase refunded and approved my free returns. I still didn't rate higher than 3 stars because dealing with issues is cumbersome. It shouldn't take a week, multiple emails, a chat with AI, and then finally a human to resolve straightforward problems. However, I appreciate the assistance from the representative who helped me.
I couldn't be more grateful for the support center's assistance. I've owned and cherished my carry-on for nearly two years, and it has been an excellent travel companion for both short and long journeys. On my recent trip, the zipper malfunctioned. I contacted the support team with my issue, and they detailed the warranty process, promptly arranging for a replacement carry-on. The experience was fantastic; thank you to the team!
The products are outstanding and the customer service is exceptional! I have made multiple purchases from the company over the past year and have been very satisfied. My favorites include the Weekender bag, the backpack, and the slings and crossbody collection. Most importantly, contacting customer service is fast, straightforward, and always a delightful experience. I highly recommend their products!
I initially purchased the medium luggage after noticing my daughter's carry-on pro and felt I had to have it. It truly exceeded my expectations. I also got the luggage protector, and the level of protection was clear after our first trip. My husband found my soft-sided carry-on inconvenient, so upon returning, I decided to order the carry-on pro. The front opening will be perfect for easy access and keeping our passports secure. I haven't tried the compression cubes yet, but they seem to be of high quality. Additionally, I returned a gift item that didn't work out, and the response from the support team was excellent and prompt.
An ideal combination of quality, design, functionality, and value. The expandable cabin suitcase is outstanding. Furthermore, the exceptional customer service is worth highlighting. I experienced a quick, professional, and customer-oriented interaction — just as it should be.
I received a different bag than what I ordered. The customer service was incredibly attentive, and within a few days, the correct bag was sent out. They maintained their commitment to eco-friendliness by allowing me to keep the incorrect bag as a gift. Having been a customer for several years, I can confidently say that the quality and support provided are unparalleled.
We’ve had an outstanding experience with the company over the years. We’ve been using their suitcases for several years now, and they remain in excellent condition. During our recent travels, the luggage cover was misplaced by the airport, and we genuinely appreciate that the company generously offered to refund the shipping cost for the replacement. That level of care is truly meaningful.
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