Monos Reviews 

I had an issue with the delivery of my Carry On and the customer service was outstanding. The follow up was excellent
I would recommend buying a luggage cover - I love the Terracotta color but it does get some scratches if you check the bag. The Monos luggage cover really works. well.
I really like the compression straps - the suitcase is lightweight and very well organized inside. It is a great size.

Paid a lot of money for their "Adrian Brody" aluminum line, dents easily, WestJet trashed my large Checked bag, 8-10 in cave in on the top, typical WestJet run around, reached out to Monos just for some advice and even possible paid repair.....crickets, not even an automated email reply.....crap CS, next time will go with Rimowa or Tumi, a shame considering I was trying to support my local economy.

I have bought luggage over the years and traveled many, many times. I've had luggage get damaged... sometimes to a point that it is no longer usable. Monos, however, behind their product. The quality and craftsmanship of their luggage are excellent. When I ran into an issue with my luggage getting damaged (the right front area was cracked imparing the wheel's ability to operate properly), I reached out to the customer service to file a claim. Not only did they show care and concern, they stood by their lifetime warranty policy and replaced my suitcase. I was blown away. Ususally when luggage gets damaged, you're lucky to get some type of credit if anything. I appreciate this company and I am a customer for life. Overall, this has been the best luggage investment I've made.

Both Cece the Sales Associate and Khemberly customer support, made the whole process of my warranty so smooth and easy. Very accommodating and deliver a prompt response. Very friendly to the clients. If I may suggest to have a store in Asia in the future would be great specially for us Filipinos since we love quality and aesthetics. Also if you would consider having Hybrid trunk in XL Plus size would be great for us who’s frequent travelers. Thank you so much!

Metro backpack zipper failed, but they were quick to offer a replacement.

I had a small issue with a piece of luggage I purchased 2 years ago. I submitted a claim not knowing how it would be resolved, they requested pictures, which I sent. I was more than pleasantly surprised at the outcome. The resolution was above my expectations. Monos truly stands by their products. If you are looking for new luggage/accessories, I highly recommend Monos.

Customer service was excellent! My metro tote bags zipper stopped zipping properly and they replaced it with ease. I took some pictures of the damage for the warranty claim and they handled the rest. They were thorough, quick, responsive and very helpful. I’m obsessed with my leather bag so I’m happy they could help replace it.

Have been using Monos for couple years now and absolutely love it. Recently, I had an incident where one of the wheels came off and the customer service went above and beyond to help me with my situation especially because I had a trip coming up shortly. I was always satisfied by their luggage but their customer service was top notch as well! Thank you Jcica & Monos team!

My Monos Hybrid Trunk Medium, purchased July 22, 2025, developed a structural crack through the upper corner after it was dropped while being taken out of a car trunk—only about a year after purchase. The fracture left a visible opening in the shell and compromised the case structurally. I filed a warranty claim and asked Monos to replace it. Monos responded that cracks are not included under its standard Limited Lifetime Warranty and instead offered paid “Warranty+” options for the current claim: $35 or $65 per suitcase. At this price, I expected the luggage shell to withstand ordinary handling and the advertised lifetime warranty to provide a meaningful remedy. Being asked to pay extra after the failure was extremely disappointing. I am requesting a free replacement or refund.

After a LOT of research online, we have upgraded our travel luggage to Monos in preparation for much more international travels in our retirement years. And in the process of making multiple purchases, we chose to return several items for exchange to different size and one for a refund. Their customer service team (Khemberly in particular) was amazingly helpful and considerate and made the processes very seamless and easy to do. He went over an above in several cases to help us. We highly recommend !!!

Monos luggage is the best that we have ever used and we travel a lot! It is very durable and stands up to the airlines! We own seven pieces of Monos and now our adult children have started purchasing pieces. The customer service is very helpful and responsive.

I am impressed with the quality and the customer service to the point of brand loyalty! I have a couple carry-on Pro's, carry-on plus, medium/large check-in. They have been all over the world, handled by me and others (that are not so careful) with no cracks, minimal scuffing that be buffed off, and handles that work like the day I bought them. When I've needed customer support it has been next level and their commitment to sustainability helped make my decision as well!

Excellent customer service. I tend to judge companies not by when everything goes right, but by how they respond when something doesn't go according to plan. In that regard, Monos was outstanding.

Their team was responsive, professional, and genuinely focused on resolving the issue. It's easy to stand behind a product when the company stands behind its customers. Based on my experience, you can feel confident purchasing from Monos.

Backpack and luggage are all high quality and great items I love using. I had an issue with my backpack about a year and half in, the warranty claim on the zipper was answered very quick and a replacement was sent. Customer service and standing behind their product was great.

Premium-Priced Luggage, Shockingly Poor Customer Service

⭐ 1 STAR — PREMIUM-PRICED LUGGAGE, SHOCKINGLY POOR CUSTOMER SERVICE

I have rarely dealt with a company that managed to turn a straightforward luggage problem into such a prolonged and frustrating customer-service experience.

My Monos suitcase developed a broken zipper. Problems happen, and I initially gave Monos every opportunity to make it right.

Instead, Monos sent me a replacement in the wrong color.

I specifically requested Ocean Blue. I received Gray Terrazzo.

What followed should concern anyone considering spending premium money on Monos luggage.

Instead of one person taking ownership and simply correcting the mistake, I spent weeks emailing, following up, clarifying previous communications, and trying to determine what Monos was actually going to do.

Monos referred to an important email supposedly sent to me on July 13th, 2026. I did not receive it, so I had to ask them to resend it. The situation became unnecessarily confusing over whether the incorrectly colored luggage needed to be returned and whether the Ocean Blue replacement was actually being sent.

I repeatedly gave Monos the opportunity to resolve this privately.

I emailed.

I followed up.

I explained.

I waited.

I followed up again.

And then came the part that finally convinced me to write this review:

Silence.

As of August 16, 2026, I still have not received a meaningful final resolution to this ongoing case.

Yet during this same period, Monos has continued successfully delivering promotional emails to my inbox advertising new products.

The irony is extraordinary.

Their emails asking me to buy more Monos products arrive without difficulty. The customer-service response I am waiting for apparently cannot.

That tells me something important about the customer experience.

I understand that zippers can fail.

I understand that warehouse mistakes happen.

I can even understand receiving the wrong replacement color.

What I cannot understand is why a premium luggage company would allow a relatively simple warranty/replacement issue to become this exhausting.

A company’s reputation isn’t truly tested when everything goes perfectly. It is tested when its product fails and the customer needs help.

That is where Monos failed me.

I bought luggage. I did not expect to acquire a part-time job managing my own customer-service case.

Prospective buyers should therefore look beyond the beautiful photography, minimalist branding, and premium image.

Ask a much more important question:

What happens if something goes wrong after Monos already has your money?

Based on my experience, that is where the premium experience disappeared.

At this price point, customers should not have to repeatedly chase a company to obtain a clear resolution to a warranty problem.

There are many luggage brands competing for your business. I would strongly consider not only the suitcase you are buying, but the company that will be standing behind it when you’re thousands of miles from home and something breaks.

My experience with Monos has destroyed the confidence I once had in the brand.

One star.

And unfortunately, the suitcase itself isn’t even the main reason.

The way Monos handled the problem is.

The support staff was Awesome. They immediately took care of an issue and I could not ask for anything more. This shows they stand by their product. I must say, I had top notch service.

Great products and even better customer service.

I started with one piece of luggage. I added my second. A year later I bought another set for my husband. I am on my fifth piece. All is good. No problems. I Would definitely purchase more as gifts or additional pieces. The customer service dept. is exceptional. They respond to emails in a timely matter and are eager to help you. The product is exceptional! The Quality can not be compared to any other.

I’m very happy with my Monos luggage. The quality of the suitcase is excellent, and it has been a great travel companion.

I recently had an issue with my luggage and reached out to the Monos warranty/support team. They were incredibly helpful in resolving the situation, and Maylynne in particular was very attentive, professional, and kind throughout the entire process.

I really appreciate how smoothly everything was handled and the level of customer service I received. It’s reassuring to know that Monos stands behind their products and takes care of their customers. I would definitely recommend Monos!

We have 4 suitcases from Monos, in addition to a duffel, a backpack, a belt bag and packing cubes. I truly feel like their quality and customer service is above and beyond. I have had my suitcase for 6 years and had an issue with wheels before, and they sent 2 replacements. Recently, I had another issue with my wheels as I travel A LOT as I am a travel agent and they sent me 4 new wheels so everything was consistent. They were out of the black wheels and they sent me silver so I did not have to wait. I had issues with the wheels not tightening enough or on another one, the screw would just spin, when I sent videos to monos to show them, they immediately replaced the bag, no questions asked as they said they realized a default where those wheels would not fit correctly and work. The customer service is unmatched and this is why I will continue to purchase from monos!