Excellent customer service
Excellent customer service! I was able to upgrade my warranty (4 years after purchase!) to cover airline damage and replace my damaged bag for a small fee.
About Monos
Data updated- Website
- monos.com
- Category
- Shopping & Fashion
- Location
- United States
- Status
- Unclaimed
- Last 12 months
- 100 reviews
- Replies to negative
- 0% (0/13)
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Is Monos legit?
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.
What people say
Amazing product, even more amazing company
Loved the carry on plus luggage I got from them. Very heavy business traveler, the handle broke after 3 years, (200+ flights). I emailed photos to the team for the lifetime warranty and they promptly replied. The handle was on back order, so instead of making me wait, they shipped a brand new suitcase within 48 hours. Incredible product, even more incredible team.
Great customer service ever!
I've been using Monos products for about three years, and somewhere along the way I became a big fan of the brand. This time, I wanted a medium-sized suitcase, so I took advantage of the sale and ordered one online. Unfortunately, my shipment was delayed and didn't arrive when expected. I reached out by email, but at first I only received responses from the chatbot. After a few attempts, my inquiry was finally handled by a customer service representative. From that point on, the experience was outstanding. The representative was flexible, responsive, and genuinely helpful. They made sure my suitcase arrived before my trip, and I really appreciated the extra effort. The excellent customer service turned what could have been a frustrating situation into a very satisfying shopping experience. Now I have both the Carry-On Plus and the Medium suitcase, and I'm confident they'll make my future travels much more comfortable. Thank you, Monos, for your exceptional products and outstanding customer service!
Great service and exceptional…
Great service and exceptional communication. Thank you !
Don’t buy monos luggage
I used the luggage once. The outside zipper for the bag is not easily accessible and jams. The materials used for the bag are not robust. I would like to return as a dissatisfied customer but they do not honor a return if used with even a small smudge on it. It takes an act of god for them to accept a return. Don’t spend the money on this product.
Great experience with customer service/warranty request
Five-star experience with Monos customer support. After a zipper broke on my Metro Carry-All Duffle bag, I submitted a warranty claim and was pleased by how quick and painless they made the process. Communication was excellent, and everything was taken care of without any hassle. It's clear they truly care about their customers and stand behind their products. We’re very happy with how they handled the situation and will definitely continue to support this brand.
Amazing product and service
This company is just absolutely fantastic. They stand by the superior quality of their products and deliver unparalleled customer service as a result. Their products are incredibly well made: my Monos luggage has survived many, many trips now, where others have failed. Thank you monos!
There should be a class action
There should be a class action. This is another influencer fail. I paid 500 plus insurance and clear case for a non functioning luggage. My first trip, the luggage was damaged. The clear cover was ripped. I have never been so ripped off as a consumer.
I recently bought a new set of luggage…
I recently bought a new set of luggage after I read all the positive reviews and was obsessed with the mulberry line. When I received my order, there was a small dent on one of the suitcases. The team was very responsive and sent me a replacement bag with expedited shipping so it would arrive in time for my trip. Love the quality and aesthetics of the luggage.
Great customer service regarding my order
Great customer service regarding my issue with my luggage and willingness to assist me in finding a satisfactory resolution. The luggage itself is fantastic, this is my second one from Monos.
The products I purchased from Monos are: hybrid large trunk, Metro duffel, Kyoto pants, Kyoto short sleeve tshirt, linen dress…
The products I purchased from Monos are of good quality - luggage and clothing, made to last longer. The customer service is awesome, fast responding to emails and solving issues fast. I highly recommend the luggage covers, I am glad I got one for my hybrid large trunk, it took all the grease from airport handling and the luggage looks pristine.
Luggage is pretty, that's it.
Luggage is pretty. That is about it. On my 1st use, while admittedly, the suitcase was full, it did NOT have it's promised smooth glide. On its 1st time through the airport gauntlet, it failed. Ignoring all the scuffs, an edge was knocked in, so now there is a huge dent on the edge of the suitcase. Remind me why I spent that money for a pretty suitcase when I could have spent 1/3 the money on a Samsonite? Not worth the money at all.
Incredible product and customer service
Incredible product and customer service. I’ve had my Monos luggage since 2022 and they have held up so well in my frequent travels. My large checked bag was recently damaged, I reached out and Honey in customer happiness was fantastic. The response was fast and my issue was resolved beyond my expectations. I highly recommend Monos and my experience with this company has been exceptional.
Excellent customer service
Excellent customer service. I was able to switch my order and they made sure it would arrive in time for travel. Highly recommend.
Fast, Caring, and Professional Service
Jcica followed up on my request to replace my luggage wheels and responded within a reasonable timeframe. She went above and beyond to ensure my issue was resolved before my upcoming trip. I am extremely satisfied with the customer service Monos provided and truly appreciate Jcica’s dedication and attention to detail. Thank you for making this a smooth and positive experience!
Best customer service EVER!
A wheel melted off my Monos Hybrid, so I requested a new wheel. They arranged for four new wheels, a link to show how to change them, and written instructions. However, the wheels won't arrive until after I leave for a long summer trip, so I couldn't use my Monos--so the company replaced the entire suitcase in time for my travel! Absolutely incredible service!!! Customer for life!
Excellent luggage with even better customer service
I ordered 4 pieces of monos luggage 1 hybrid large trunk, 1 hybrid medium trunk, and 2 hybrid carry on's to upgrade our luggage. The luggage is excellent, rolls great through the airports and I really like no zipper hinges are the only way to go. On our trip we had a slight issue when we realized a small piece on the large trunk broke from airline mishandling. I contacted monos customer service thinking I would just order the little piece that came off thinking I would pay for the piece as when I purchased the luggage I did not purchase the extended limited lifetime warranty. Instead of me buying the piece they offered the extended warranty to me and after I accepted they are sending me a new entire piece of luggage. Excellent service. I will definitely be making future purchases with Monos. Keep up the great work.
Unbeatable warranty
The airline broke my zipper and refused to compensate me for a new suitcase. Monos honored the warranty policy and replaced it with zero hesitation. Customer service was friendly and fast. 10/10 recommend!
Order a suitcase along with packing…
Order a suitcase along with packing cubes and toiletry bags. Love the packing cubes and toiletry bags but decided the suitcase didn’t meet my needs. The quality of the case is excellent but not the right size for my needs. Because of issues trying to create a return the customer care made the process so easy and were responsive and helpful. Amazing customer care!
I can’t say enough about Monos customer service…
I can’t say enough about the customer service I received from Maylynne and Sylvia at Monos once I got beyond the teeth-grinding frustrating experience with Monos’ Chatbot, Timbit. These two women totally restored my faith that Monos is the company it claims to be. They went above and beyond to rectify a defective lock which made it impossible for me to lock the case for my overseas bucket list trip. Although they express-shipped free of charge a new case, they acknowledged because of the weekend it was unlikely it would arrive in time, so they explained how to use the case I had with a padlock, which I was able to do. It’s so rare nowadays that we can get by AI to humans who actually want to make things right! I highly commend Monos for this, and for their great luggage that made my trip easy. Even though the original case’s lock doesn’t work, it’s a brand new case and I donated to a women’s center here, passing on the good that this Monos team began!