monos.com Reviews
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4.3 / 5
Average user rating
2249
Total reviews
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monos.com Reviews
Read real experiences from customers of monos.com.
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Bob J
April 13, 2026
I am having the same issue as another…
I am having the same issue as another on this site. I ordered 3 items from Monos on 3-6-26. A suitcase cover and security strap arrived quickly but the suitcase has not been delivered as of 4-13-26. I contacted them. Their response on 4-9-26….” To help us look into this for you, could you please provide your zip code?”. That’s it. All my information is on their website on my order. I’m wondering if I could cancel this.The Monos telephone number 604-200-8980 sends you to a bot with zero help.
Anita Bristoe
April 13, 2026
Misleading stock info and no real customer support
Very disappointed with my experience with Monos. I placed a large order 2 months ago, some items were listed as shipping in 2–3 weeks, NOT out of stock.Since then, I’ve repeatedly been told they are “awaiting inventory,” but no one can provide a clear shipping date.To make matters worse, all responses seem to come from their AI system, with no access to a real person who can give a proper update.It’s frustrating to be given inaccurate expectations at the time of purchase and then receive only automated replies with no real resolution.Customer service feels completely impersonal and unhelpful when you can’t reach a real person.I may now have to return the rest of my order if this isn’t resolved soon, especially as I needed it before the end of May and I would like all my luggage to match so don’t want an alternative colour.I would exercise extreme caution if you are considering ordering from Monos, they obviously sell items knowingly that are clearly out of stock!
kaila rachel
April 12, 2026
My mistake and Monos' thoughtful reaction
I was careless in my initial, last minute order for a last minute business trip, and ordered a lovely suitcase but of the incorrect dimensions! Not only did Monos refund me for my own incorrect order--including for the expedited shipping cost associated with it; they ensured I received my subsequently placed order in time for my travel, and allowed me to keep the first suitcase I ordered to ensure I was ready to go come travel day. You don't often come across that kind of thoughtfulness and personalized service in this day and age. That alone would validate my five star rating, but worth noting the quality and better design of Monos' products compared to their competitors. Makes travelling stylish and a breeze, even if security asks you to pull over to check the contents of your bag. Everything stays so organized, it's easy peasy. Thanks Monos for actually caring about me and my satisfaction. 100 per cent recommend this company, brand, and its quality products.
Stephanie Moore
April 11, 2026
I ordered luggage from Monos on March…
I ordered luggage from Monos on March 15th with a quoted 2–3 week delivery time. That window came and went with zero updates. The order just sat in “preparing to ship” like it was on vacation.There is no real customer service. You can’t talk to a human. The phone number sends you straight back into a useless AI chat loop that tells you absolutely nothing. It’s basically customer service cosplay.After I finally forced a response through a support ticket, I was told the delay was because the color I ordered is out of stock. That information was never disclosed when I purchased it. I even paid extra for that color. So either their inventory system is inaccurate or they knowingly sell items they don’t have.They told me to pick another color and they’d expedite it. I responded immediately. Then days later, I get another email asking me to confirm basic details like my shipping address and whether I want both pieces changed. Things they already had. Things that could’ve been handled in a single message.Meanwhile, I have a trip in less than a week and still no luggage. At this point, it’s obvious I’ll receive it after I leave, which makes the entire purchase useless.For a company that markets itself as premium, this experience has been anything but. Poor communication, misleading availability, and a complete lack of real customer support.I’ll be taking my business elsewhere.
Kashish Kumar
April 11, 2026
Customer service was truly exceptional
Customer service was truly exceptional, seamless and hassle free. Makes buying the products worth it for that peace of mind alone.
melanie gill
April 11, 2026
The service is great and my suitcase is…
The service is great and my suitcase is simply perfect ! Couldn’t recommend more a brand !!
Annette Looper
April 11, 2026
Amazing Warranty Experience!
My luggage was damaged while on vacation, when I got home, I went online and filled out their online warranty form, which was really easy to fill out. I had to upload a few pictures to show what was damaged, and within a day I had a response and was told, without question, that a new suitcase was on it's way to replace the damaged one since it wasn't repairable. I could not believe how easy it was to use their warranty, and I love the suitcase and service! If I ever need another suitcase, I'd by Mono's for sure!
Kelly
April 11, 2026
THE BEST customer service around
THE BEST customer service around! When Delta Airline demolished my brand new beautiful bag, Monos stepped up and took excellent care of me. Always answered all my emails and questions. Would highly recommend.
Santino Novello
April 10, 2026
Zippers are not quality
Suitcase itself is durable. The zipper on the outisde pocket snapped on first use making it difficult to open but still zips. The zipper that engages the lock bent in the lock. These do not do well getting thrown around by loading/unloading staff at airports. It still works but is no longer secured by the lock.
Maurice Godfrey
April 10, 2026
Monos Poor Quality Abysmal Customer Service
Monos customer service (if one can call it that) is beyond abysmal. Their aluminum luggage is of very poor quality and workmanship. We so regret purchasing. Cannot tell people to stay as far away from Monos as possible.
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