Chris holds a B.S. in Hospitality and Tourism Management and managed social media for all Marriott properties in South America, making him a perfect fit for UP and its social media channels. He has a ...
Edited by: Keri Stooksbury
With years of experience in corporate marketing and as the Executive Director of the American Chamber of Commerce in Qatar, Keri is now Editor-in-Chief at UP, overseeing daily content operations and r...
12 comments
Bill
November 22, 2021
It is a lie. They do not take returns after the luggage has been used even once. I was told to use a mallet to fix my monos luggage after one use. It was dented, scratched, gouged. It no longer looks as fashionable as they advertise. Also, twice I tried to leave reviews and they never show up on their website.
Lisa Montafia
February 19, 2022
Same here!!!! During its first use it got a big dent by the wheel. I contacted them and they told me I can fix it on my own!!! After a couple uses it looks so shabby I’m embarrassed to fly with it! Also wrote a review and surprise, was not posted.
Mary Edwards
December 22, 2021
I too had a bad experience. I bought a check-in large suitcase. The first trip I used it, the zipper pulls broke off in the locking mechanism. I notified Monos and included a photo. They told me that they can’t source new pulls, and they don’t know how to fix it, so I should take it to a shoe repair shop. Then they offered me a $25 Monos coupon, estimating it as the same as the cost of the repair!
Michael Gordon
January 14, 2022
I ordered 2 bags from Monos when they were on sale for Black Friday. When they arrived, one was not the color I ordered. I planned to keep it because I needed them for a trip. I programmed the code for the locks and one did not work. It locked but would not open with the code. Luckily, I had not packed it yet.
I used the one that was the wrong color for my trip and planned to return the one that won’t open. I will have to pay $50. to return the broken one and will receive a store credit or refund, which will not be enough to buy a replacement from Monos.
Holly Bosshard
April 05, 2022
Unfortunately, I have had a negative experience with this company. We bought a couple of pieces from mono, but the carry-on pros zipper broke on our first trip. When I contacted Mono, the representative told me to take it to my local tailor, and that they’d reimburse me. Huh?! Take it to my local tailor? For a $250 carry-on luggage, I would think that they’d replace the suitcase. With an essential part of the functionality of their product in working order. Not send me to a local tailor.
Jai Kanhai
July 22, 2022
I’m having similar problems with the company and their attitude had been – it’s out of their hands that the product didn’t arrive as scheduled and is now weeks late. I travel soon and now have to last minute look for luggage.
Horrible product. Do not buy Monos.
Kris
August 18, 2022
I regret my purchase. I am having a similar experience as the other commenters. I chose the Carry-On Plus and it arrived about four weeks ago. I brought it on just one trip. The shell bent and warped. The response from customer service surprised me; they will not replace, refund or even fix it. I do wish that I had purchased luggage from a company with more of a history of standing by their product.
CAP
October 02, 2022
I purchased a light blue suitcase through Monos.com after reading several good reviews. The interior design of the bag was decent, nothing amazing but I was happy with it. When I arrived at my destination after first use the bag looked as though I’d been using it for years, it was scuffed and dirty. It actually looked substantially worse than the bag I was replacing that had been used for years internationally and domestically. This was after only one domestic flight. I contacted Monos and they do not seem to offer any type of customer satisfaction guarantee. I was told I could clean my suitcase with soap and water or use a sponge that came with the bag. This wasn’t an adequate response, especially considering the cost of this bag. I highly recommend avoiding Monos bags, I don’t believe they will stand behind their product. Monos offer a 100 day money back guarantee that is voided if the bag has been used. This is a pointless return guarantee since the true test of a bag is how it holds up to airline travel.
Teri Soldat
December 02, 2022
I purchased a medium and a large but they do not nest for storage.
Rise
April 12, 2023
Away has far superior warranty than Monos. Away has 100-day trial period. You can use the suitcase for travel during the travel period and return the suitcase for any reason. The company pays the postage for returning the suitcase. Monos has 100-day trial period but you can only gently use the suitcase inside. If you want to return it it has to be unused and in brand-new condition. Away has the most incredible customer service. Away always stands by its suitcases! It is a pleasure to deal with Away. Away is selling suitcases but also peace of mind!
Jose Durand
April 15, 2023
Recently purchased a carry on. They send it to an incorrect address. I advised them immediately when shipping notice was received. That same day I chat with them and the response a got was to contact UPS. Seriously!!! I did not send it to the incorrect address. They answered after a week a customer service ticket asking for appologies for the late reponse because they where busy. Two weeks now no carry on yet. Monos don’t have the slightest idea what customer service is.
Jordan
June 28, 2023
In December of 2022, I purchased a Monos Metro Sling in Black Nylon, and for a couple months greatly enjoyed occasional use of this product as a cross-body bag –– the bag itself is functional yet sleek. HOWEVER, the bag’s zipper (which is explicitly advertised on the product page as “Anti-Catch”!) began to continually catch on the fabric lining of the inner edge / zipper tape. After having to tug it loose a couple of times, the zipper than stopped closing the teeth on both sides, rendering the bag open at all times and completely useless!
Worse yet has been Monos’ customer service: a month after submitting a warranty claim for the product’s advertised 2-year warranty (which should cover and include damage the product sustained by itself with only occasional use), I have gotten no response. Even after sending weekly emails, the most I have gotten is an automated email response each time, and at one point they even sent an email listing some random employees’ name, asking me to “rate [my] experience” with the “team member that assisted you”–– which is funny, since I have gotten no human response since my first email. With a bit of searching I found various threads warning of Monos’ poor customer service and response to warranty claims regarding their luggage, but for as simple of a product as an every-day bag, their (lack of) response has turned me from a customer who would otherwise enjoy their aesthetically attractive products into one who will be warning others to STAY AWAY so as to avoid this horrible experience!
Any thoughts or questions? Comment below!
Email needed if you'd like comment updates. It will NOT be published.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.