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.
The hybrid-carry on is an excellent product. However, the suitcase cracked after a couple of months. Customer service was gracious and hassle free and honoured their warranty without arguing about it. That attitude shows a lot of integrity and will absolutely make me a repeat customer.
I had an amazing experience with the Monos customer service team regarding an issue with my Aluminum Carry-On Plus. They were incredibly understanding and truly went above and beyond to make things right and ensure I was completely satisfied. Not only is their luggage worth every penny, but their commitment to standing behind their products is exceptional. Outstanding customer service like this is hard to find these days. A special thank you to Maylynne for providing such a wonderful customer experience. Your professionalism, kindness, and dedication made all the difference. You've earned a customer for life!
Exceptional customer service from start to finish! Monos has completely exceeded my expectations. Their customer service team was incredibly responsive, professional, and genuinely committed to making sure I had the best experience possible. Every question was answered promptly, and they handled my concern with kindness and efficiency. It’s rare to find a company that stands behind its products with such outstanding care and attention to customers. The quality of the luggage is beautiful, but what truly sets Monos apart is the exceptional support after the purchase. I highly recommend Monos to anyone looking for premium luggage backed by world-class customer service. Thank you for turning a great purchase into an exceptional experience!
Monos luggage is the best you can find! I travel every week for work and I have used my Monos for years. I have added additional carryon and checked bag sizes and they have all been amazing. If you are shopping for great luggage this is it!
The company was very helpful in resolving my problem in a kind, professional, and timely manner. I truly appreciated their excellent customer service.
Amazing warranty coverage ! Super impressed Love the bags as well! I have the backpack and a carry on bag
I know luggages will wear down over time or may encountered situations where it may get damaged but Monos has excellent customer service. With response time within 1 business day, they were able to help replace damaged parts due to their limited lifetime warranty. I've been a Monos customer since early 2010's and plan to continue to be a loyal customer due to their outstanding service. Great quality product too.
Monos customer service and their warranty program is absolutely phenomenal. I have the large hybrid trunk, which I absolutely love. The wheels wore out with use. I applied for wheel replacement under their warranty program. The initially weren't able to quickly ship the replacement wheels because of supply chain constraints. After some back and forth, and me telling them about an upcoming trip that they thought they couldn't have the replacement wheels delivered in time for, they sent me a FULL REPLACEMENT, ie a new trunk. Truly the definition of going above and beyond. Monos has my loyalty. I have 4 pieces of luggage from them already and I am sure many more to come.
Great customer service, fast and efficient.
My Husband and I purchased a Monos check-in medium case this spring and used it in May. We were so impressed by the overall functionality of it we decided to purchase a second one. When UPS delivered it last week the box was obviously damaged and when unpacked, our new case was also damaged. We contacted Monos service department immediately and have had the best experience with this company. They responded immediately, gave clear directions and we want to thank Ann for her kindness. We would highly recommend this company.
I had an issue with a delivery and the customer service representative, Ann was very helpful in resolving this issue. I would recommend Monos products.
My review refers to how Monos handled a tricky situation with shipping: When ordering I omitted to provide street address. Monos caught the missing info and reached out to me. Additionally order was prioritized for fulfillment, so it could be packed and shipped ahead of other orders at no additional charge. Thank you Maylynne!
I've always enjoyed the quality and design of Monos products, from their luggage to their bags. What has impressed me the most, though, is their customer service when it comes to warranty issues. They were responsive, helpful, and genuinely willing to work with me to find a great solution. It's refreshing to see a company stand behind its products and take care of its customers. Thank you, Monos!
My item arrived all dusty which I wasn't too bothered about but decided to return anyway as didn't like the zip opening. Having cost me £25 to return! It took over 2 weeks and when I contacted customer services they gave a very standard response basically telling me it was still being 'shipped' and that they would need to inspect before giving refund even though I provide full pics before sending, The whole process thus far was upsetting but I didn't think too much of it. Anyway the wait seemed unusually long, so I phoned Royal Mail only to discover the business didn't receive items on certain days and so ordered it not to be delivered, and instead of following up directly to make sure they did receive item it was just left. I requested a case be open with royal mail, but this is very bad after care service. I am now still waiting for Monos to make sure they receive the item, God knows if RM now hasn't lost it! as they aren't great either, but instead of telling me to just wait they should have been more upfront about what had happened and not get me to do the leg work. Very dissatisfied and still waiting for my refund!
I purchased a full set of luggage (large, medium and carry-on) and had an issue with the large bag lock after an international flight. The Monos customer service was amazing -- they were responsive and solved the issue 100%. The entire issue was resolved less than a week after my return. Outstanding customer service!
The zips on my rucksack both failed after 6 months of having the bag. Their “warranty” has resulted in me not receiving a replacement bag for now over 6 months!!!!! Shocking service. Would not recommend.
Terrible quality products. They do not let you return them, or if you do you have to pay half of the cost of the item to return it. It is a complete scam I advise not to order. When I received the product no way it is worth 50 quid, straight out of a factory. To me this is a SCAM.
I’m beyond frustrated. I ordered a piece of luggage and waited over a month, only to have the order canceled without anyone even bothering to ask me first. Yes, they tossed in a discount, but what good is that if I never get the product I wanted? And now, customer service won’t respond at all. No updates, no explanation, just radio silence. This whole experience has been infuriating and completely unprofessional.
Outstanding customer service and luggage. Monos luggage insurance provides excellent coverage and is easy to access. Thank you Sylvia for the excellent service provided.
Great Customer Service Experience. Had an issue with the zipper on my backpack and I was fully expecting to pay for a replacement or a fix and they were super prompt and offered me a new bag under their warranty program. Very satisfied with how quickly they made the determination and helped me. I have three other products from them and I love the quality and durability
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