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.
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