Monos Reviews 

My comment/rating is directed at the customer service after-hours team (specifically, Ms. Ann). I wish more customer service representatives had Ms. Ann's ethics of care, as she truly is the highlight of my entire Monos experience. Although my expectations weren't met with the actual luggage, and I ended up returning the pieces I purchased, Ms. Ann personally took care of my case from start to finish and even provided follow-ups. She was thorough as they come, and it was truly refreshing to see the level of care she provided.

I have 4 pieces of luggage with accessories. I travel frequently for work and with my family and friends. Having durable luggage with a great warranty is important to me. The customer service is excellent, they are quick to respond and surpassed my requests. I highly recommend Monos.

customer service was responsive and very helpful in arranging a warranty replacement.

My suitcase are really good quality and great to look at. Sturdy and lots of room. The cover is great it works really well.

We own several pieces of Monos luggage. This year we added the check-in large suitcase to the family for an extended trip to Europe. While packing one of the straps tore. Mono's lifetime warranty and amazing service desk replaced the suitcase. Buy with confidence that this is a top notch product and backed by a top notch customer service team.

I had a fantastic experience with Monos customer support after my Check-In Medium luggage was damaged during transport.

Honey from the Customer Happiness team assisted me throughout the entire process and was absolute gold—responsive, friendly, and extremely helpful. Honey walked me through the resolution, answered all my questions about warranty coverage, and ensured my replacement order and coverage details were seamlessly set up.

It is rare to see a company take such great care of its customers and back up its products with this level of service. I couldn't be happier with how everything was handled. Thank you, Honey and Monos!

I had a great experience with Monos customer service, especially with Ann. I reached out regarding an issue with the zipper on my Metro Backpack, and Ann was incredibly helpful, responsive, and kind throughout the process. She made everything easy and took the time to make sure my issue was properly resolved.

It’s refreshing to receive this level of customer service, and Ann is a great example of how a company can make a customer feel valued. I really appreciate her help and the overall experience with Monos. Thank you, Ann, for making the process so easy!

Very happy with the company, especially the staff that is super helpful, they made my buying process very easy, helped me through a claim and supported me throughout the process.
I cannot recommend Monos enough!

I highly recommend Monos to anyone. They’re a top-tier brand with great customer service, excellent quality, and a lifetime warranty, which is a huge perk. They also go above and beyond for their customers, especially if you’re having issues with one of their products. Their after-sales support and customer service teams are always available and will guide you through the entire process. Overall, a 10/10 experience. I’ll definitely be shopping with Monos again!

Incredible products and incredible customer service. Worth the cost, without a doubt.

Returning an item is ridiculously difficult and confusing, especially the requirement to only use the original packaging which is silly if they've sent two items in one box. Only AI bots deal with queries and you just go around in circles. Expensive waste of time. The full fee of £25 to return even a luggage cover feels like a scam.

I have been corresponding with Maylynne at Monos over the last couple of weeks regarding a complaint I had about the quality of four luggage covers I recently purchased. She has been very helpful in progressing my complaint, always polite, professional and clear in her communications. Although she was unable to agree to my initial request to exchange all four covers for the newly available washable covers, we were able to agree a partial exchange and repurchase option in the end.

The day after I made a large order Monos announced a further 10% site wide discount. It just took one email to customer services and they refunded me the extra 10% immediately. This company’s customer service is very responsive.

I’ve had my medium green check in Monos luggage since 2022 and I love the luggage itself, it’s sleek, it’s durable, a lot of space, perfect amount of compartments but besides the luggage Monos has the best customer service and limited lifetime warranty policy. They’ve replaced my luggage twice in 4 years (with reason of course) no extra costs, didn’t need to return the affected piece back and customer service was so understanding and responded quickly. I’m always hesitant when a company says lifetime warranty because typically it’s always a catch or loop hole but not with Monos. Excellent luggage, customer service and company all around!

In me misunderstanding the instructions, Maylynne, got back in contact with me and basically sorted out my issue in the same e-mail. So that must be respected as good service.

I was definitely delighted dealing with this first class team! From the jump, they handled (pun intended) my situation perfectly. All of their happiness team members did a great job on walking me through the warranty process and my new bag is en route. I usually post reviews after receiving the product, but did not want to forget the experience and leave a positive review!

Thanks,
Noah

I had a great experience with their customer service. Might take a day or two to respond, but overall experience has been great!

I purchased a Monos Carry On Pro Plus. I love the case but there is NO ONE to talk to if you have a question. Everything is done via email and response time is terrible (like in terms of days). So after receiving my case I thought the communication wasn’t a big deal and it was all in the past. I used my case and loved it but noticed that the TSA hook on the zipper broke. I have only carried on my bag and am not rough on it so I was surprised but figured it was still under warranty. After emailing a claim and waiting two days for a response they let me know it wouldn’t be covered by warranty and I could pay to add additional coverage and then they would replace my case. Since there is no one to talk to I have no other choice (which seems to be the reason there is no one to talk to) so I said to proceed with the billing and replacement (aka extrortion). I just received the invoice as I’m writing this review (again 2 days after my last correspondence). While I love the carry on I’m going to have to replaced then give it away to another family member. I am buying a full set and was testing the carry on first. I cannot trust this company any would not suggest investing in any of their products unless you’re able to walk into a store.

the wheel from my suitcase broke off, and when the replacement wheels took a while to ship, the team sent me a new suitcase to accomodate my travel plans! great customer service

While on my trip, I was having difficulty zipping the luggage. I did not shop but was packing what i had brought with me. I had hard time zipping up the luggage and had to press hard down on the suitcase. The suitcase started to buckle in the corners. That has never happened before with my other luggage. And another issue was the handle could not be pushed all the way up and hard to push down as well. This isnt the case when it is empty. Only when full. I did report this via my review and was asked for photos. Am i supposed to fill my luggage again to prove my issues? I happened to be at the Coqutlam pop up store last week and spoke to a lovely associate. She suggested i bring it in and she would send it off for me to get a replacement under warranty. She said i had lifetime warranty with the bag. I went in the next day and she wasnt there and was assisted by another associate who said they have been instructed no returns to be brought to the pop up store. I was also told the information i was given was wrong. The luggage had to be sent in for repairs. I asked for the associate i was speaking to the day before to call me. I gave my number. I have not heard back. Very disappointed. The quality is not strong and this was the second trip i used it for. I bought two pieces at the same time. Very disappointed.