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.
Working with the customer service team was an excellent experience. They provided thoughtful, knowledgeable answers to all of my questions and helped me navigate the different options available. Throughout the process, they were accommodating, supportive, and made the experience seamless. Their guidance greatly enhanced my overall Monos experience, especially when I was trying to determine the best option for my needs.
Responsive. Problem solved. Appreciate the effort and the great support.
It’s not often that a company exceeds your expectations so thoroughly. Maybe its their Canadian roots or maybe its just their company values but their level of personal attention to your problems and their willingness to go above and beyond has made me a customer for life. My bag was damaged in transit and cracked and even though it was more than two years old - and even though they had changed some of their policies regarding coverage - they offered to replace the bag. I was even able to use the credit to upgrade to their new aluminum large trunk (and hopefully avoid this problem in the future). And they were so nice about it that it really made my experience with Monos only positive. Thank you for letting me know that some companies can be like this.
I contemplated buying Monos suitcases for over a year before finally deciding to take the plunge and purchase the expandable versions. I’m pleased to say I wasn’t disappointed. The suitcases are extremely well designed, with thoughtful interior compartments and excellent compression straps that help maximise packing space. They also come with three packing bags, which are particularly handy for storing shoes and keeping everything organised. I was also impressed with Monos' customer service. Their responses were always fast, friendly, and helpful, which made the overall experience even better. The only minor downside is that the exterior can mark quite easily. However, Monos includes a magic sponge, which does a great job of removing most marks and keeping the suitcase looking its best. Overall, I’m very happy with my new suitcases and would happily recommend them to anyone looking for stylish, practical, and well-made luggage.
Pricey, creative, and excellent-looking items with excellent customer service. I love all my Monos items.
We have six of their products from luggage to cross body purses. Each item is made of top quality material while being priced fairly. We have additional items flagged for purchase. Their customer service goes above what is expected and is a pleasure to deal with. Highly recommend Monos!
The customer service team at Monos is amazing. We had purchased a suitcase years ago and had one break from wear and tear. They immediately replaced it for the price of just buying the warranty for the replacement. This was so kind and so much easier than 99% of other companies. Huge shout out and thank you to the Monos team!
Purchased November 2023. Zip broke June 2026. Probably thrown around by someone without me knowing. Clicked on warranty button on website. Four days later, reply asking for short video. Sent. Claim accepted with no unpleasant back and forth. Brand new replacement sent. Astonishing after sales service, putting the customer first with absolutely no attempt to wriggle out of warranty backing. I’m enormously impressed. Case itself is robust. No cracks or damage for almost three years. No colour fading or tarnishing; wears very well. Classic style and proudly stands side by side with the obvious expensive brand which costs three times more (my wife has one, so brand X and my Monos are always side by side). A lifetime best piece of luggage. Very honest company. Strong product. Noble attitude.
1 Star Service I really wanted to like Monos. The luggage has a beautiful design and feels premium, which is exactly why I chose the brand. Unfortunately, my experience after the sale completely changed my opinion. When my luggage arrived, it had quality issues that I believed should have been addressed under Monos’ customer satisfaction standards. I contacted customer service immediately (like the same day it arrived) and expecting a simple resolution. Instead, what followed was weeks of back-and-forth emails without the issue being meaningfully resolved. I eventually disputed the charge with my credit card company, but the dispute was countered by Monos. Since I was still well within Monos’ advertised 100-day return policy, I decided to return the luggage instead. Rather than simply honoring the return, Monos has continued to add new requirements to the process. Most recently, they requested that I record videos of the luggage and even provide a video of myself using it to verify that it is the original luggage they shipped me. I found this request unreasonable, especially considering the luggage was purchased directly from Monos, I am still within their return window, and I have been working with them on this same issue from literally day one. To their credit, Monos did waive the return shipping cost. However, what should have been a straightforward return has instead become a lengthy and frustrating process with repeated requests for additional documentation. My disappointment isn’t primarily with the luggage—it’s with the customer experience. When you purchase premium-priced luggage, you expect premium customer service. A company’s warranty and return policy are only as good as the way they’re honored, and in my experience, Monos made what should have been a simple issue unnecessarily difficult. I hope Monos improves its post-sale support because the product has potential. Unfortunately, based on my experience, I cannot recommend the company. There are many luggage brands that offer comparable products, and standing behind your customers is just as important as designing an attractive suitcase.
Excellent customer service. Fast responding, professional. Resolved an order change I had post ordering.
Wonderful customer service. Their products hold up well, and if they don’t over time, they always make it right. Love my Monos products and I recommend to everyone.
I couldn’t be more pleased with the experience I had with the Mono’s support staff. They were extremely fast and professional when it came to taking care of my needs. I definitely recommend them 100%
I had an issue with my Check-In Large after several years of use when the shell around one of the wheels cracked during airline transit. Honey from Monos Customer Happiness was extremely helpful throughout the process. She responded quickly, answered all of my questions, and worked with me to find a fair resolution. I really appreciated her professionalism and willingness to help. Excellent customer service.
1st, the luggage is very light and attractive. Unfortunately, I had an issue with one suitcase the first time I used it. The bag has three hinges attached with rivet and two rivets broke on one hinge. I was told that this was considered normal wear and was not covered in the original warranty but they would let me purchase the extended warranty and replace the bag. I did so but expressed my displeasure as this was the first use of a $500 bag. They eventually decided to refund the warranty purchase and still replaced the case.
I bought it and tried using it a few times, but it's a hard pass. The fabric is way too stiff — it needs to be much more flexible. It's a struggle to get in and out of, and I honestly hate using it. I nearly lost my passport too. It has two side pockets — only one zips. The other one (the sleeve where the luggage handle goes) is open, so if you forget and pull it off your suitcase, things just fall out. Terrible design. I tried to return it, but I'm about two weeks past the return window and the tags are already off. I love their luggage, but this one's a definite thumbs down.
Great customer service from Monos! This is exactly what I expect from a luxury company like Monos. I absolutely love the metro backpack, packing cubes, and luggage from Monos. However, a zipper broke on the metro backpack after only two years of limited use. Though beyond teh warranty date, Monos replaced the backpack at no cost as a gesture of goodwill. I really appreciate that given the costs of the product. The new product arrived so fast and I could not be more pleased to have my favorite backpack in use again. The metro backpack garners compliments every time I use it. It holds a LOT and has the perfect amount of zipper areas and compartments for all the travel things you need. Fits perfect under a plane seat and is super comfortable to wear. Great product and 10/10 recommend. Kudos to the customer service - also 10/10 for their response.
I use my Metro bag daily and received many compliments for the quality and design. I recently submitted a warranty and received my new bag within the week. The process was super smooth and quick. Overall, just excited to be using the bag again!
Service and quality of Monos has been fantastic! I’ve had my Metro Backpack for over two years and received many compliments on it, recently the zipper began failing however the Monos team happily arranged a replacement at no extra charge. I will be a return customer for any bag or luggage needs in the future!
I had a zipper break on my carry on pro and within 24 hours of submitting a claim I received a response. The warranty claim was easy to navigate and will get me back to traveling within 1-2 weeks. I was very impressed with the workmanship of my luggage and even more impressed with how the company stands behind their product. Thank you Mono’s!
I recently made my first purchase from Monos, and although I initially received the wrong bag, the experience ended up exceeding my expectations. The customer support team, especially Maylynne, was exceptional. They were responsive, professional, friendly, and resolved the issue quickly without any hassle. They carefully reviewed the photos and video I provided, identified the fulfillment mistake, and immediately arranged for the correct replacement. I have now received my Metro Duffel in Saddle Tan, and I’m genuinely impressed. The quality is outstanding, the design is elegant and functional, and every detail reflects the premium nature of the brand. The bag exceeded my expectations, and I’m absolutely in love with it. What impressed me the most wasn’t just the product—it was the way Monos stood behind their customer. They transformed what could have been a negative experience into one that built complete confidence in the brand. Because of both the product quality and the incredible customer service, Monos has earned a loyal customer. I already plan to purchase the complete luggage set in the future. Thank you, Maylynne, and thank you to the entire Monos team for such an outstanding experience.
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