Worst luggage ever
Update: customer service reached out- turns out it’s just a bot who spews the same message out over and over again. Pathetic company. Pathetic customer service. I had high hopes for Monos, especially given the price point and the aesthetic branding — but the quality has been a massive disappointment.I received the Medium Classic and Large Classic suitcases as Christmas gifts last year. Between the two of them, they’ve been used maybe 2–3 times total. That’s it. And they already look absolutely destroyed. Covered in deep scuffs, dark marks, blue and red streaks that make them look years old instead of barely traveled.Yes, I chose a light color. But if your brand markets light-colored luggage, it should be able to withstand normal airport handling — or at minimum, your care instructions should actually work. Monos claims you can clean the suitcase with a damp cloth, water, and mild soap, and for tougher marks, use the included eraser. None of that removes 98% of the scuffs. The “included eraser” is essentially useless. Even a real Magic Eraser barely makes a dent in the darker marks.For luggage at this price, this is unacceptable. These are not budget suitcases. They’re marketed as premium, durable, long-lasting travel pieces. Instead, after just a handful of trips, they look cheap and worn out.And the solution? Buy luggage covers separately — for another outrageous $150+.If lighter colors are this high-maintenance and this impossible to clean, covers should be included automatically. Period.Beautiful branding. Severely underwhelming durability. I would not purchase again.
Shelby Farruggia
Best customer service
I had such a great experience with Monos, especially thanks to Ann from customer service. She was incredibly helpful, patient, and kind throughout the whole process. She answered all my questions quickly and made everything so easy and stress-free.And the luggage itself is amazing, beautiful design, high quality, and super durable. You can really feel the difference. I’m beyond happy with my purchase and even happier with the outstanding support from Ann.Highly recommend Monos and their wonderful customer service team!
Tuza
Monos customer service excels
Monos may be one of the most customer service committed brands out there. Amazing service today.
Paul C
My situation was resolved instantly on…
My situation was resolved instantly on online chat. The advisor was so polite; helpful and friendly. Within minutes they provided me with an outcome to my issue and I was truly satisfied. Thank you Jcica!
Mitchell Fry
The Best Luggage Company on the Planet
I don't write a lot of reviews, but in the case of Monos luggage, I felt compelled to do so. I have owned 3 pieces of Monos luggage since 2021 and recently traveled to and from Asia and an airline beat up my medium check in luggage pretty severely. After bringing it to the attention of Monos customer service, they deemed that the damage was indeed covered under their lifetime warranty and replaced my bag free of charge. Seriously, who does that? The best luggage company on the planet (Monos), that's who. I have traveled to dozens of countries with my Monos luggage and can attest that it takes a beating and a lot to damage, so I never hesitate to recommend Monos luggage to friends and family. I will never travel without Monos luggage.
ThomasSTL/VLC
If you're on the fence with what luggage to buy, check this out.
After countless hours of going back and forth with Nobl, Tumi, I landed on Monos. I'm so happy with my decision. I received the Hybrid Carry on Plus in black and the black Metro Back pack in the vegan leather. I was going for a black on black color coordinated combo, and received a mahogany brown complimentary vegan toiletry bag with my purchase. I had a hard time understanding why brown would be ideal for the all the black purchased, and reached out. The customer service from Thelma went above and beyond. I've gone on two trips already and have my third scheduled next week. words can't express my gratitude and the Monos Team understanding my boojeeness. Words can't express my gratitude. If you're on the fence on your next travel set, Look no further, you're in good hands with Monos. Cheers!
Josh Doran
Medium Check-in Suitcase Purchase
We recently purchased a medium check-in expandable suitcase. We have owned many suitcases over the years, and this one is the best! It rolls effortlessly. The handle moved up and down smoothly. The bag itself is well thought out with several convenient pockets and dividers. The Monos customer service was excellent! They have been extremely responsive, and were always happy to help. I would definitely purchase another Monos bag.
Jeff P.
Quick and Kind Response
I got a quick response from the customer service team even though I opened my ticket on a weekend. The issue was rectified by the team providing me with a selection of solutions, which I appreciate. Overall, my interaction with the brand has been positive and I'm very excited about my new luggage.
ASHLEY
Luggage zipper tag missing after trip
Somehow one of the medium checked luggage zipper pull tag was missing when my luggage from Delta arrived. I could zip all the way around with just the one so the zipper was not damaged, just one of the complete zipper tag was missing. Don't know how in the world it happened without damage to the actual zipper. Delta has a luggage damage claim time of six hours which I didn't know and was too late to file. Completed a Monos lifetime warranty claim with pictures and asked for another pull tab and instructions on how to attach it. Was contacted by Monos they said they would replace the luggage! They definitely stand behind their product! The customer service (Ann) was great and I received my new luggage two days ago. Customer service was prompt, professional and the lifetime warranty means something to them. I'm about to make another order and will add the warranty program to the order! Monos luggage is worth the money and their product is great! My luggage has been all over Europe as well as within the US and this was the only problem I've had. Great company and great customer service Ann!!
Pat S.
Buyer Beware - Monos is NOT a quality or reputable luggage brand as advertised!
I am extremely disappointed with my experience with Monos and would not recommend this company based on their customer service and return process.First, payment was taken immediately — nearly three weeks before my order even shipped. If you’re going to charge customers upfront, at the very least ship within a reasonable timeframe or communicate clearly about delays. That did not happen.Customer service was essentially non-existent. Each email response took over a week, which turned what should have been a simple inquiry into a drawn-out, frustrating process. When I ultimately returned the order (one order with two items), I was charged $50 in return fees — which feels exorbitant for a company that markets itself as a premium brand.To make matters worse, it took 19 business days after Monos received my return for a refund to even be initiated. Nearly a month to process a refund after confirming receipt is excessive and unacceptable.As for the product itself, the luggage felt flimsy and much cheaper than advertised. The dimensions listed on the website were also inaccurate, which created sizing issues and ultimately contributed to the return.Between the poor build quality, misleading sizing information, slow shipping, high return fees, and extremely delayed refund process, this was one of the worst online shopping experiences I’ve had. There are far better luggage brands out there with transparent policies and responsive customer service.
Matt McCloud
Best support team
Ann from the Customer Happiness team provided all the support I needed and more when I asked for help after my baggage was mishandled by an airline. Won't hesitate to get more Monos products in the near future.
JUAN PABLO M.
I just wanted to say thank you 🙏 the…
I just wanted to say thank you 🙏 the replacement part was delivered fast and it was appreciated.
Alyssa Montemurro
Nothing but great things to say about…
Nothing but great things to say about Monos Canada. Ann corrected an issue I had with my order without any hesitation. Great customer service and great quality! I prefer buying from a Canadian company, and Monos will always be my go to for anything travel.
Monica
Quality products with quality customer…
Quality products with quality customer service. Love my backpack and detachable component. When the zipper broke, customer service replaced the backpack after I provided images and video.
Mary Kay
ordered two luggage covers-2 pieces of…
ordered two luggage covers-2 pieces of fabric sent in a large envelope. I wanted to return them and they said it would be $50 to return them. I said this was totally unreasonable and asked for an adjustment or to let me return them at my own expense. They said too bad--your only option is to pay $50 to send them back in an envelope. I told them I would throw them in the trash first, which I did. I also told them I would make sure people knew how terrible their company and their products are. NEVER BUY ANYTHING FROM THIS COMPANY. The customer service is absolutely terrible and they could care less about your satisfaction
Donna Farruggia
Thank you 🙏 for making the warranty…
Thank you 🙏 for making the warranty claim successful. It was a breeze. 👌🏼I’m looking forward to receiving my replacement part.
Alyssa Montemurro
Beautiful luggage, excellent customer service
We love our luggage but the real selling point was the excellent customer service we received when we needed assistance with a warranty claim. Great experience overall!
Colleen Swinton
I'm a huge fan of Monos
I am so happy I came across Monos several years ago while searching for a new suitcase. I have since made several purchases for my family and me, and I am truly a fan. I love how spacious, stylish and sturdy their suitcases are, in addition to being beautiful. And their customer service team is simply the best - Thelma is who I have worked with recently, and she is outstanding. Any time you have questions or require assistance, Monos helps you every step of the way. Their website is also very well designed, and they make it easy for you to access your past orders at any time. The combination of their beautifully designed suitcases and stellar customer service is truly special.
Nadia Talel
I purchased my third Monos suitcase and will purchase all futuere suitcases from Monos.
I purchased my third Monos suitcase and will be purchasing all my future suitcases from Monos. The customer service and the quality of the products are outstanding. Since I purchased my first two suitcases, I moved from the U.S. to Portugal, where Monos does not ship to. Customer Service helped me order and ship timing the delivery with a trip I had to Spain, to which Monos ships. It was not a straightforward order, but the customer service reps figured it out and were courteous and professional.
Henry
No Hassle Warranty
The compression strap on my less than 2-year old piece snapped, probably due to me trying to overfill. Khemberly in CS had me up and running without missing a beat, new strap, no-hassle installation instructions, done! David Natelson Tinton Falls NJ
David Natelson
