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Business Profile

Online Retailer

Monos Travel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 45 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/10/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    After returning my order(20 suitcases) and getting my return confirmation emails(signifying they were returned), Monos customer service has stopped replying to emails or text messages regarding my refund. This isn't a little amount of money and I am beyond stressed and irritated at their lack of communication.

  • Initial Complaint

    Date:31/07/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 order #******* on 6/30 for luggage and packing cubes. I received the luggage in a timely manner, but the packing cubes fell victim to shipping delays caused by their warehouse, which they did inform me of. However, prior to receiving this alert, I had already taken the trip I needed the packing cubes for and therefore no longer needed them so I attempted to cancel on 7/19. For over a week, I reached out to Monos to no avail. They did not acknowledge me at all in this request. Come to find out, the packing cubes finally shipped 7/27. This is shady business practice. They wanted to keep the sale. I will be returning the packing cubes and will not be purchasing from Monos again.

  • Initial Complaint

    Date:21/07/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased several items on July 2 in preparation for a trip, which totaled $498.59 and included the purchase of Shipping Insurance for 9.95, which assured me as the customer that in the event that any of my items did not arrive as expected, they would replace the items immediately - no questions asked and at no cost to me.

    Three of the four items were successfully shipped, delivered, and received - however one item has not been shipped, and when I log in to view the status of the order, it comes up with an error screen so I cannot check the status of the item. Note: on the original purchase, the receipt says the item "pre-order estimated ship date" is June 28, 2023 (after my purchase date).

    To get clarity on this, I went to the customer support website, which ONLY features an email address - [email protected]. I emailed them on July 14 - no response. Waited until July 17 to follow up - no response. I found a separate email address in their FAQs - [email protected] - emailed the same inquiry on July 19. No response. There is no phone number, no chat option, nothing.

    The item in question is "*** ** *** ************ ******* ***** ******" purchased for $93.50 plus tax (MA). The order number is 1637879.

    I unfortunately cannot produce the original email sent, because I messaged them directly through the website. That form for customer support has since been taken down.

  • Initial Complaint

    Date:21/07/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 the luggage and am trying to return it - brand new and unused. Their return policy states purchase minus shipping. There was zero shipping charged and yet they are deducting $40.00 from my refund if If I use their website to issue a return. I've reached out multiple times to ask what the 40.00 charge is but there is no answer. If you search Monos you will see that there are hundreds, if not more, reports of their customer service being non responsive. Besides the fact that it is a cheap piece of luggage that I don't want - they don't sell it anywhere to look at prior to the purchase. And they are completely non responsive. My guess is they wait out the 30 day return so the purchaser is stuck with their crap. please help

    Customer Answer

    Date: 22/07/2023

    Attached is the invoice of the luggage 

  • Initial Complaint

    Date:20/07/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Purchased small carry on May 7, 2023
    Purchased a large checked bag on May 13, 2023
    Purchased a backpack on June 4, 2023
    Used the large bag and backpack on June 11th. Checked the large bag and it came back dented and scratched. Their 'magic eraser' touted as able to remove the marks did nothing and the dents are well, dents. The backpack would not fit under the seat in front of me, as they say on the website. The telescoping handle is not tall enough to grab the handle when you use the sleeve on the backpack to secure it to the suitcase. If one quick trip made the bag look years old I worry about the next three trips. This is NOT a durable suitcase. I want my money back for all of it

  • Initial Complaint

    Date:15/05/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Monos is ignoring me. I returned my items like two weeks ago and they are stuck at post office and nobody is helping me nor giving me an update on my refund. I don't know what to do and how to approach this as I have never been ignored by a companies support before.

  • Initial Complaint

    Date:15/05/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 from Monos some clothing on March 19, 2023. Order number is *******. I ordered a top and a matching pair of pants. Both were pre-order status and were expected to ship on April 30, 2023. I was immediately charged $217 on my Mastercard. On April 27, 2023, the top was shipped and I got word of that by email. There was no word about the pants shipping. On April 30, I received the top. On May 8, I was wondering about the pants and there was no word online so I sent an email to *************** as that seems the only way to contact Monos with any customer service issues. I received no response. On May 9 and again on May 10, I sent inquiries to *************** about the issue. Again, these people have my money and the two items are supposed to "match" .... but if they are not cut and made from same fabric, there is a problem that they may not "match" perfectly. I received no response whatsoever. On May 11 and again on May 12, I sent inquiries to another email address, *******************. Again, there is no response whatsoever. And, unfortunately, there is absolutely no way to find a phone number to contact Monos.

    I have bought numerous pieces of luggage from Monos and have been so happy with it. I am shocked that there is no response to any of my inquiries about the clothes. And, still, there is no word online of when the pants will ship although it still says that I should receive them by April 30, 2023. Could you please help me? Thank you.

  • Initial Complaint

    Date:12/05/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 Hybrid carry on pro back in March. The piece was on back order until April 30th i have been reaching out for a shipment status since May 5th and no one will respond. They have disabled their chat feature and there is no phone number to call. I have since requested a refund but after numerous emails no one had contacted me.

  • Initial Complaint

    Date:03/05/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    In April 2023 I purchased 3 items from Monos online website. I also opted to purchase their shipping protection incase these items were damaged or stolen in transit.

    Soon after, I received an email stating the three items had been delivered, yet when I searched my property as well as neighbouring homes we were unable to locate the 3 items anywhere. I immediately reached out to Monos who agreed to send me replacement due to the protection I had purchased. The let me know I can for sure expect to receive them before my trip as they were shipping theme expedited

    Lo and behold, they shipped me the wrong colours AND the items arrived after I left the country for my trip. Having left the country I asked Monos to let me return the items at for free since they have failed to maintain their promises and part of the resolution. Monos agreed to this and sent me return labels to return my items.

    However the issue arises when it was time for Monos to issue the refund. Once my replacement items were successfully delivered back to Monos I contacted them to issue the refund. However they have now stolen my items and are denying to refund me after setting me up along the way. They denied to refund me and kept my items and money.

    * ********* ****** **** **** ***** ** **** ***** *** **** ****** **** *** **** **** *****

  • Initial Complaint

    Date:18/04/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 luggage from Monos advertised as durable polycarbonate. Stained and dented after one normal use. They are now selling “protectors” for them. Mine is now garbage and I’ll need to take it to be revealed. Contacted business with no resolution.

    Customer Answer

    Date: 18/04/2023

    Purchased November/22 or so but used once on a trip in Feb/March of 2023. The damage started even before I checked the bag for the flight. I have photos of the bag. It was advertised as durable. I have received no help from the company.

Monos Travel is NOT a BBB Accredited Business.

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