Monos (monos.com) has a 4.5 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Shopping & Fashion and its reputation is excellent. 87% of reviews are 4 stars or higher and 10% are 1 star; The business has not yet replied to negative reviews. Last updated 2026-08-10.
I had a great experience with Monos customer service while sorting a warranty replacement for my damaged suitcase. Maria was super helpful, friendly, and responsive When my original colour wasn't available, she sorted out an Obsidian Hybrid Check-In Large replacement right away. Shipping was fast, and the whole process was incredibly smooth without any of the usual hassle Massive thanks to Maria for making everything so easy. Highly recommend Monos
A really lovely customer experience I’ve been so impressed with Monos, particularly with the customer service I’ve received. The agent I dealt with has been absolutely lovely — friendly, patient, professional and genuinely keen to help. It’s been such a refreshing experience dealing with a company where you feel that the person on the other end actually cares about getting things right. The products are also beautifully designed. They’re practical, thoughtfully considered and have that lovely balance of looking great while actually being made for travel. For me, it’s the combination of great products and genuinely excellent customer service that makes Monos stand out. I wouldn’t hesitate to buy from Monos again and would happily recommend them to anyone looking for quality, well-designed travel bags.
Amazing luggages, beautiful and robust.
I am currently having a horrible experience with Mono Luggage. I have been waiting over a month for delivery and when I contact customer service they create ticket after ticket but nothing happens. They promise a 2 hour response and that doesn’t happen. They had no problem charging my credit card in July but still no idea when the luggage will arrive. Awful customer service.
This is my third purchase from Monos. Monos is all about excellency, from product quality to customer service.
I couldn’t be more impressed with Monos’ customer service. After about two years of frequent travel, I started having an issue with the wheels on my suitcase. Their support team first walked me through a few troubleshooting steps to see if the problem could be fixed, which I appreciated because they genuinely tried to resolve the issue instead of immediately replacing the bag. When it became clear there was a defect, they arranged to send replacement wheels. Unfortunately, the wheels were backordered. They then asked if I had any travel planned before the replacements would arrive. When I told them I did, they went above and beyond by sending me a brand-new suitcase so I wouldn’t be without luggage for my trip. They certainly didn’t have to do that, especially considering my suitcase was already two years old, but they did—and that level of customer care says a lot about the company. It’s refreshing to find a business that truly stands behind its products and takes care of its customers. Because of this experience, I fully intend to continue purchasing my luggage from Monos and wouldn’t hesitate to recommend them to others.
Amazing customer experience! The products are incredible and perfect for my travels, but the customer experience is really where i see my money's worth. So good!!!
Customer Service is great! The reason why I'm only giving a 4-star is because I had an issue with my order. It took them more than a week to let me know that they will take a while before they can fulfill my order. I am travelling soon and urgently needed my carry-on luggage so it was very frustrating and stressful for me. I wanted a Monos Carry-On because I feel that it is the perfect suitcase for me as someone who travels for work a couple of times a year. I just wish they do not use AI, however, once you are passed on to a real person like Maylynne, it becomes a better customer service. She was able to expedite my order. So at the end, I am still a very happy customer! I am very excited.
The customer service team went above and beyond regarding a product I had purchased a number of years ago that recently had a small issue and they resolved it quickly and without much hassle. I have two of their suitcases and greatly enjoy the product
Amazing customer service from Sharmine! I reached out asking for a repair and I’m getting a replacement. We love Monos products and we’ve influenced friends and family to buy them. Now we all match on vacation together. Highly recommend this Canadian company for quality and service. They truly stand behind their products.
I did not receive my purchase on the date I expected. When I reached out to Customer Service, they quickly resolved my problem and shipped my purchase within 2 business days free of charge. They were extremely respectful, helpful and pleasant to work with!
Excellent quality and stylish products, exceptional customer service. Also have strong policies for environmental awareness and reducing their impact.
Monos products are fantastic. Also Maylynne was amazing with her kindness and help. Thank you.
Extraordinary customer service in an era where customer service hardly exists. The person I corresponded with was responsive, personable, patient, and kind. What's more, they went above and beyond to help me out. I love my beautiful Monos luggage, but, more than that, I'm so impressed with their personal and helpful attitude toward their customers.
Incredible customer experience dealing with Monos support. Simple and elegant interface, and swift resolution. Great work all.
Monos luggage offers a lifetime guarantee, and they mean it. Communication was clear and timely. A new suitcase wound up being the solution, for which shipping was expedited to accommodate my travels. Highly recommended Monos
I had a problem, I claimed for the warranty and in a polite timely manner, Maria, resolved the issue. I was communicated via email and Maria was very kind and responsive. Overall, the customer service was great and the replacement product arrived quickly.
Great customer service and they replaced my backpack when the zipper broke under warranty agreement. I love the backpack and get so many compliments!
I’ve been a Monos customer since 2022, and I can honestly say their luggage has been one of my favorite travel purchases. My Check‑In Large has been with me on countless trips, and when an issue recently came up, Monos proved exactly why their reputation for quality and service is so strong. I reached out to customer support with a warranty question, and Maria helped me with such kindness, patience, and clarity. She walked me through my options, made everything easy to understand, and ensured I felt supported throughout the process. It’s rare these days to interact with a company where you feel like a human being instead of a ticket number, but that’s exactly how Monos made me feel. The replacement process was smooth, communication was thoughtful, and every interaction reinforced that Monos stands behind their products and their customers. Experiences like this are the reason I’ve been recommending Monos to friends and family. I already own a Monos suitcase and backpack, and my next purchase will be a carry‑on. I won’t buy luggage from anyone else.
I recently placed a large order through Monos and worked alongside their "Customer Happiness" team. The name is fitting as they did have me leaving a happy customer. They were extremely kind, easy to work with and quick to respond. They helped me with my purchase and even then assisted to ensure I knew I had points to redeems for products. I got even more bang for my buck!
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