Club Monaco Reviews 

I returned my items last December, 2022, I called three times and still not have my refund. They told me that any refund over $500 need to be approved, very funny!
Here is the solution, you can call your bank to dispute the charge, don't need to waste your time to call club monaco.

Great products.However, Club Monaco online and telephone Customer Service needs A LOT of improvement. I contacted them several times and ended calling stores directly myself to find items. They don’t seem to know what they sell in Canada CM vs CM USA. Not helpful. Really Disappointing.

Returned item bought online and after 2months, I’m still trying to get my money back after several calls and emails. You just get the runaround. Buyer beware! I will never buy anything from this company again!

Submitted return that was confirmed received by them on 12/27 - still nothing even though their website says refunds are processed within 7 days. You can't get through to anyone at any of the phone lines except the customer service who just says 7-10 days. This is financial fraud on a large scale - anyone know a class action law firm?

Returned an article on Dec. 11. It has been 43 days and still no refund. I shop online all the time and I really love the convenience of it. Shopping online at Club Monaco, however, has been, by far, my worst experience ever. I followed their size chart and the article was way to big. Getting a return label was a nightmare and since returning the item, I have received nothing but an automated e-mail.

A terrible experience. I love their store. I have shopping there for a lifetime. I received a gift card May 2022. I have not been able to use it. I finally called head office on Jan 3-2-23. They promised me they would issue a new card. Three weeks later no card, no record of my call or request. Back to square one. Do not purchase gift cards from them! Very disappointing. Hopefully this gets resolved.

I sent back a return worth $500 5 weeks ago and still have no refund. Talk about loss of faith in a brand that I have supported for years.

Drove 60KMs to the closest CM store to return a christmas gift. Was told that I had to do an exchange as "their system" did not work for giving gift cards on returns "for a few months now. They refused to acknowledge that this is a forced tactic to got a customer to take inventory. I did not see anything I like, even with their sales - was told I have only until Jan 28 to return my item. Horrible service policy.

Returned an item and it was received on Nov29/22. It is now Jan01/23 and still no refund.The excuse of short staff does not fly anymore.

Very poor customer service. No ability to call directly and everything is handled via email. They request the same information repeatedly and all response time is delayed. When returning an item, the response states the refund should come in 5-7 days and when it doesn’t- the response changes to 30-40 days. As someone who was a loyal Club Monaco shopper- I am extremely disappointed.

Terrible. To make a long saga short, they sent me someone else's item, then told me to return it before refunding me for the item they never sent to me. A month later and I still haven't received my refund.
Also, extremely long wait times on the phone and no response to email nor text messages.

Website lacks the sophistication of allowing customers to track their order status. The customer service is null. There’s no response after countless attempts to reach customer support. Even a default automated response chat box would be more helpful. Orders get cancelled without any notifications. Again, no response from customer support.

Received email notification that one item from my order had been canceled, (due to their System Migration...NOT MY PROBLEM), but no mention of which item.
Placed call and was on hold for an hour and six minutes....finally hung up. Dialed 1 for texting....I texted my issue and let them know I was not happy with the long hold. I finally texted and got a response within 10 min. Seems the scam is they are charging me shipping on the one item sent, because the order was less than $99.00. Then wanted to charge me shipping for the item that seems to be available to ship now. They refused to cover the shipping, so needless to say....I canceled the order and mentioned there would be a negative review for customer service. Wish I would have read the reviews prior to ordering from this company.

I bought an item that did not fit well. I sent it back on the very same day i receive it. The item reached their warehouse on 11/1/2022 and I got their automated ‘your return reached us’ email, and promise they’d refund me in 7-10 days. 15 days later I received nothing and I contacted customer support (whose response time is 3 days). On 11/18 they tell me that due to the holidays their return windows are up to 21-30 days. On 12/5, there is nothing still and I reach out again. The service team tells me on 12/8 that they needed 30-40 days from the time the item reached the warehouse to process the refund.

The company has very unprofessional and rude service and always take 3 days to send me an automated message (like - can I have your full details to look up the order). Learn to scroll down people. Also, needing 40 days to process a refund is sub-par however you look into it.

It’s a shame for this company, especially given it’s owned by Ralph Lauren. Bad bad service

Update: It is now 11 January, CM received my goods back on 22 Nov. I am still waiting for confirmation of receipt and a refund ! Given that many reviewers have a similar experience, I have a strong suspicion they are close to bankruptcy.

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as others have noted, something strange is going on at CM. I returned two items that were received 2 weeks ago, order number is CM-02276954, and so far I have not received any confirmation from CM yet that my refund is being processed.

Got on the phone and the person on the other end confirmed they had received it and the warehouse needs 30-40 days to book the refund (!). I asked for the management to get back to me with a resolution and was informed it would take 20 days? It looks to me like CM either has a systems issue, or worse, a cash flow problem. I have shopped for + 20 years worldwide and have never experienced a company sitting on customer's cash for 30-40 days.

Will never buy with them anymore. Outrageous.

What is happening with Club Monaco? I wish I had seen this site before I tried for a second time to place an order. Waited on the phone for two hours and had to hang up. The online rep said my first order (8 items) was out of stock. She said my second order was being processed, I replied that was odd because it was the same items as the 1st order?? I won't hold my breath for that order. Very disappointed with the lack of communication.

I’ve purchased from them multiple times online because their clothes fit me well. However each time the experience left something to be desired. It’s better to shop at their stores instead of online to avoid these hassles.

Each order I had always had an item or two canceled despite it showing available on the website. So it’s really a luck of the draw if you’ll get the item you purchased.

Shipping is also a nightmare - I don’t get a tracking number until a day before it arrives. Usually the tracking number is from UPS sent to my number rather than from club Monaco despite them reassuring I will get a tracking number as soon as the item is shipped.

Customer service is also pretty bad. Be prepared to be on the phone for at least an hour to reach an agent. They’re probably understaffed which is why everything is so unreliable.

Still have not received my order or a tracking number for an order I placed over 3 weeks ago. Unable to reach a customer service rep as the hold times are endless, no one picks up or responds to any emails. I will likely need to file with my credit company. Absolutely horrible customer service. Will never be ordering from them again.

No idea where my online order is and their customer service is shocking. I’d recommend avoiding buying things online from them in Canada.
I got a confirmation email and that’s it. No tracking info. Its been weeks. Useless.

NEVER purchase anything from this website. It’s been over a month and a half and I am still chasing my refund for a coat. Despite having to pay for the return shipping … poor customer service.