Monos Reviews 

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 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.

Amazing warranty coverage !
Super impressed
Love the bags as well!
I have the backpack and a carry on bag

The company was very helpful in resolving my problem in a kind, professional, and timely manner. I truly appreciated their excellent customer service.

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!

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.

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.

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 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!

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!

Outstanding customer service and luggage. Monos luggage insurance provides excellent coverage and is easy to access. Thank you Sylvia for the excellent service provided.

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.

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.

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.

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.

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

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.

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!