Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:15/02/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 2/3/24 Paid: $780.85 for 2 Monos Carry-On Plus suitcases, 2 luggage protectors, 1 set of 4 compression bags, 1 set of 6 compression bags. I received everything in a timely fashion.I have tried to return 1 carry-on and 1 luggage bag.Monos's website is not accepting photos of luggage which then stops the return process. They want to charge exorbitant shipping for each item separately, thus shipping each item separately. They are only allowing a discounted credit and no refund. I don't trust that once returning the 2 items, I will get any credit back but I do not want credit. I want a refund and to do no more business with this company. Also, there is absolutely no way to have a conversation with anyone at the company, not even a chat online. This is the absolute worst I've ever experienced with online shopping.

• Initial Complaint

  Date:30/01/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am urgently seeking resolution for my order #******* with Monos Travel ***** placed on November 26, 2023, and charged $1312.94, which has been misdelivered and remains unresolved.Key Points:Misdelivery: Notified by *** of delivery on December 19, 2023, but discovered the package was erroneously sent to *******, ********** instead of my address in ******, ********** (*** Tracking: ******************, ******************).Failed Resolution Attempts: Since December 20, 2023, I have engaged in extensive email communication with Monos Travel **** **********, a customer happiness specialist, confirmed the misdelivery on January 4, ****.Refund Request and Company's ********************* offered to resend all of the items. Given that the order was placed in November and this issue prolonged into January, I instead requested a refund. I shared that I wanted a refund because so much time had passed. I issued the business a Notice of Cancellation of a Distance Sales Contract due to non-delivery within *********************************************************************************** ****** that govern distance sales to consumers to cancel a purchase contract when goods or services ordered online, by phone, or through mail order are not delivered within 30 days of the agreed delivery date. Despite acknowledgment of the error of wrong shipment, which is confirmed by their team in the attached emails, Monos Travel **** has not provided/attempted to delay the refund. Current Status: As of January 18, ****, communication has stalled with no update on the refund or resolution. This situation highlights a significant breach in delivery, customer service, and consumer protections. I respectfully demand an immediate refund of $1312.94 and a prompt resolution.Attached are all relevant correspondences for your review.

• Initial Complaint

  Date:17/01/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order on December 29, 2023 with luggage retailer Mono for two pieces of luggage (one carry-on, one larger checked bag) as well as four other items for a total of $702.79 The company's website advertises 4-6 day shipping, a "100 day risk free trial," and a "limited lifetime guarantee" on their products, which they stress as being high quality items. On 12/3/24 I received a single item of my order: the carry-on bag, and it was an absolute piece of low quality, plastic garbage. Further, none of my remaining 5 order items had been fulfilled by that point, which was already well outside the shipping time promised. I attempted to reach out to their customer service for information about being refunded my unfulfilled order items, which their website said was reachable by chat, since ostensibly there is no phone number. Upon sending a chat, I got an automated reply saying they were so busy that they were only reachable by email. Upon sending an email I got an automated reply saying they were so busy that their response times were "delayed by 48-72 hours." I got no reply whatsoever for the next 5 days. The only reply to date received from this company was an 11pm email on January 9th claiming that the "remaining items in [my] order are being picked up and packed for fulfillment" and asking if I was "still interested in [my] order as it is being fulfilled or if [they] should cancel the rest of the order." I immediately replied that I absolutely wanted to cancel the rest of the order, but have received no response since. As for the return process, Monos offered me $292.83 in "return credits", minus an additional $40 "return shipping fee" for a total refund of $252.83 on an $375 unused item supposedly backed by a "risk free 100 day trial period. Monos received my return on 1/8/24, but I have received none of the arbitrarily reduced refund amount, nor have I received any kind of timeline as to when such can be expected.
  

• Initial Complaint

  Date:15/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a carry-on pro, which has a laptop pocket but the pocket is unusable unless you don't pack anything on that half of the suitcase. There's pretty much nothing between the inside of the pocket and laptop pocket so it'll easily break a laptop from pressure or poking. The pocket is soooooo thin that the ******* *** I have from work is nearly too large to even zip the pocket up with once it's in there. Laptops don't get much smaller than that. Forget about adding anything else to the other pockets in there, like not even a notebook or pen.Regardless of the poor design, I decided that was on kind of on me and they have a 100 day guarantee so I ordered the carry-on plus with the intention of returning the laptop pocket one. Their website lists it as carry-on size, says it meets requirement of most US airlines, as well as specifically listing ones where it meets the max ***** Well, guess what. It is 1" bigger in height and width and 0.5" in depth for delta and over the limit on most US airlines.I went to their website to see if there were reviews that I missed noting the same thing. I wanted to post a review on their website, but it turns out you can't even post reviews on their website. You can ask questions I'm not sure where the reviews on their site come from, but I'm guessing they're mostly not real. I reached out to their support to see about returning it because the whole thing is pretty ****** of them. I've attached order info, screenshots, and one of their support email replies. I would be happy being able to return the items, minus at least one of the $40 return shipping fees, for the carry-on plus. Ideally all of them, because it's 5 items and being out $200 after all of that is a lot.

• Initial Complaint

  Date:12/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All items have a defect or dont work. Purchased two carry ons and duffle bag. One carryon (purple ice) lock got stuck and doesnt work. Due to this Im not able to put the zipper in the lock. The second carry one (also happens with the purple ice carryon as well) handle mechanism doesnt work when you put items in it. The duffle bag button in the bag came off. Ive been reaching out to them since early December, put in a claim and no response. I want a full refund in all the products I purchased. NOT an exchange as the quality of your products is not good and your customer service never responds. If you have a known issue with the handle why not redesign the bag instead of sending customers videos on how to flip the bag to work around the issue. You gotta do better. ******* ******* *******

• Initial Complaint

  Date:12/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Bought a Monos Carry On Plus on December 15th for my girlfriend for her Christmas - Gave it to her on Christmas, turns out she wanted a different color - Monos requires you to pay a $50 restocking fee when exchanging items - This information is not disclosed anywhere on their website until you begin processing your exchange - I would expect the company to force us to pay the shipping, however a restocking fee at 1/4 of the price of the item is ridiculous

• Initial Complaint

  Date:11/01/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 12/29/23 (order number *******) for a carry on suitcase. My order receipt indicates a shipment date of 1/2/24. When I did not receive a shipping notification around that date, I attempted contacting Monos. I have sent at least three separate inquiries to their customer service email addresses ********************************* and ************************************* on the following dates: 1/5/24, 1/8/24 and 1/10/24 asking the status of my order and when they expect to ship my order. To each of these inquiries I receive form email telling me that it will take ***** hours for them to respond because they are very busy. To date, I have received nothing other than these form emails. I also have not received my order.

• Initial Complaint

  Date:10/01/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase made Nov 28th 2023. Payment went through and credit card charged Two items purchased. Suitcase and a luggage protective cover They shipped separately. And only the luggage cover arrived at my house. The actual suitcase tracking number given by Monos says item on the way as of Dec 12th. And labeled as Delay I called *** and they stated a tracking number was created but no physical package has ever been given to *** or scanned by any facility and the package is still in possession of the company. The company Monos does not have any customer service phone number, only an email. I have emailed probably 10 times over the last 3 weeks and no response. So i have spent over $200 and no suitcase and no option to get my money back. Im trying to dispute the charge with my CC but dont know if that will go through since the purchase was in Nov and now it is ****

• Initial Complaint

  Date:08/01/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a suitcase from Monos on Nov 27th, 2023. My order was not shipped to me until 7 business days later on Dec 9th after I emailed [email protected]. Due to this delay, I was unable to receive my package as it was delivered when I was on vacation. My package was erroneously Returned to Sender by ***, because I was not able to pick it up due to them closing all stores on Dec 24th and 25th and *** themselves incorrectly marked the order as "refused".
  
  I attempted to contact Monos on Dec 26th so that they could work with *** to have the package rerouted to me while I am home. It is January 6th, 2024 (10 business days later) and I have received 0 assistance.
  
  This company needs to be flagged for awful customer service. They completely shut down their online chat feature and phones and are only taking emails.

• Initial Complaint

  Date:22/12/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a carry on suitcase in black on 11/27/23 from monos**** and my credit card was charged the next day 11/28/23 in the amount of $202.73 I have still not received any formal order confirmation or order status email from them (but again- I know the order went through became I can see the charge on my credit card). I have emailed their customer service at *************** (inquiry number ****** & ******) To which all they have replied is an automated response apologizing for the delay. That’s it. There is no phone number to reach them. Their “live chat” just automatically replies with their email address where they can be reached…which I’v already tried multiple times. I have even tried to reach them on their social media- ********* and ********. They deleted my ********* comments. I swear this company is a **** and these replies are just being put out by a bot. I have yet to receive the product I was charged for and I have no way of actually contacting anyone at this company. At this point I want my order cancelled and I want my money back. Worst customer service ever …** **** ** **** * ********** ********