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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:16/03/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    On Feb.14,2023 I purchased a luggage cover for a carry on plus from Monos. I thought what I got was flimsy and did not meet the description. I tried to get a return authorization for the full amount but they wanted $25 for what they call shipping. This was bought out of ********** ** not *********. It costs about $2.50 to ship it back from where it came. I am not paying $25 shipping to ship essentially a plastic bag back to them. Very deceptive.P.O. *******, inv *******. Shipping ref ******************

  • Initial Complaint

    Date:18/01/2023

    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 2 orders, one on Jan 15th & Jan 17th. The website is advertising 20% off sitewide.- Sale ends February 14. Use code: ********. I didn't pay attention at first, but I only got 10% discount on each item.
    Item 1: Monos Carry on priced at 306$. Was charged 247$ = 10%
    Item 2: Monos Metro backpack priced at 240. Was charged 216$ = 10%
    Item 3: Monos Weekender priced at 300. Was charged 270$ = 10%

    I sent an email and never got any answer at all. I would like to get another 10% discount - 81.50$ refund to my credit card. **** ** ***** ************

  • Initial Complaint

    Date:11/01/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Seller stated on website item was in stock and misrepresented that they were actually out of stock at time of my purchase. Because of this misrepresentation I placed the order with two day shipping but now seller stating order is out stock only after I reached out and refusing to refund me for their error. Requesting full refund including expedited shipping cost which they gladly took knowing their order would not ship in time.

    Customer Answer

    Date: 17/01/2023

    Hi, vendor and I were able to reach resolution. You can close the complaint. Thank you

  • Initial Complaint

    Date:06/09/2022

    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 2 large suitcases in July 2022 for $320 each. I used these suitcase 1x and was still at my destination, which means this suitcase was used on a 1 way destination and already the luggage is damaged. The wheel/wheel base is bent. Monos is offering to send me a new wheel, however the base where the wheel is attached is pushed in so even if I replace with a new wheel it will still be in the same position. There is no way for me to fix this. The only way to contact the company is via email or chat. Although Monos states they stand by their luggage and ensure quality..in reality this is not the case.

  • Initial Complaint

    Date:09/08/2022

    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.
    I purchased a large suitcase in early July. On the first trip the shell was chipped and has started peeling. I have contacted customer service and the responses have been extremely poor. One representative advised me to take a rubber mallet to the suitcase to hammer out the dent. The other rep gave a non sensical response and then asked me to verify an address which was totally wrong, including being the wrong state. This is a new purchase and the shell is chipped and peeling, which is covered by the warranty. The company is not honoring the warranty. I am asking for a full refund.

Monos Travel is NOT a BBB Accredited Business.

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