Monos

Update: We were contacted by Monos and received our new bags today. Thank you very much! We appreciate your assistance and are looking forward to putting some mileage on these soon!! Original post: Nice luggage but terrible and/or non existent customer service. Was trying to contact the store in Toronto to make a purchase and check inventory and this is what I get. We have some Monos luggage and wanted to add to our collection for an upcoming trip. My husband wanted to pick them up this week. Monos for what you charge you can definitely do better!

We recently purchased several Monos pieces at the Toronto shop on Ossington. Our customer service experience was excellent. Janel was helpful, knowledgeable and service oriented. Plus, he spent plenty of time explaining all the luggage features. We have now had one further service and purchase experience, this time online, and this was equally helpful. At first I was skeptical about getting customer support via an online chat but frankly it went really well, and was efficient too. These have been our first experiences with Monos. So far we are impressed with both the products and the service and highly recommend this business. Thank you Monos! Cecilia and John, Ottawa ON

One of the best experiences I’ve had in store!! Special shoutout to Krisha who greeted us when we walked in and offered to help us with any questions, and we had questions! She was super helpful and warm and embodied what good customer service should be. We ended up buying more than I originally planned to, one suitcase more because she took the time to explain the product and in store promotions, which we weren’t aware of. This goes to show how good genuine customer service can elevate your experience and guide you in the right direction. This is the only showroom in Ontario for Monos, a Vancouver brand and it really allows you to see the different sizes and options they have!

*EDIT* - someone from Monos HQ reached out to me as a result of this Google review and resolved my issue to my satisfaction. I'm going to preface this Google review and say this has nothing to do with the in-store experience- just the brand in general. I contacted a customer service rep via the chat function to explain my situation with my two Desert Taupe luggage pieces. I have the carry-on plus and the medium. I ordered the two pieces at the same time, on the same online transaction in Nov 2023 (1.5 yrs ago). I normally only travel with my carry-on, and I never used my medium and carry-ons on the same trip only recently. I noticed that the tones of Desert Taupe are different, with the carry-on being more pink. I would really prefer that they were the same colour, as I intended to use them as a set. I understand this doesn't impact the function of the pieces, but I purchased from Monos largely due to the aesthetic. My first customer service rep that I chatted with seemed to accept my explanation that I never noticed this until recently due to my travel habits, and asked for me to send photos of the quality control stickers on the pieces. That person said I could pick up the convo in the chat or via email. I was unable to find the chat history so I started a new convo with a second customer service rep, who said that she read my chat history with the first rep but didn't seem to accept my explanation and was saying that the Pantones have been updated since my time of purchase. I accept this explanation except that I bought the two pieces AT THE SAME TIME and therefore the only way this would have impacted me is if I was sent one piece from the previous batch and another piece from the second batch. I definitely felt they were trying to gaslight me with my entire customer service experience. My end goal is to have two matching pieces of luggage from Monos that are the same shade of beige. I've been offered a 10% store credit by the second rep but I'm not pleased. If you order from Monos, be sure to CHECK the colours in bright, natural light before the warranty is up.

I visited the store yesterday to buy the hybrid version, but the service was disappointing. The staff seemed uninterested and only helped when asked, offering little product knowledge. When I asked how to change the lock code, I was told to just check the instruction sheet. Spending $500-600 on a bag should come with better customer service. I still bought it because I wanted the item, but the overall experience felt very dry

I first visited the store back in December and was greeted by Vincent. We purchased 4 carry on luggages for the family with his help. He provided his email address should we have any questions at anytime and whenever I email him, he promptly replies. This is also the reason why I keep going back because he is already checking what is in stock for me before I come in. I still like going in store to have a feel of the product. Vincent has been very helpful and I will always choose to buy Monos for all our luggage needs. I also appreciate the free monogram of our initials on the luggage tag! That was appreciated. I will be back to collect all sizes! I love Monos and this store and wouldn’t be the same if it weren’t for Vincent’s help!

I was gifted a monos carry -on & vegan leather tote for Christmas. I love both! The tote is perfect for your everyday commute to the office, and/ or travel- it fits A TON! The carry on moves smoothly and fits a lot for its size, plus it’s aesthetically very modern looking. It comes with some packing cubes, a luggage tag and has a built in lock that is TSA approved (which I love as I travel to the US a lot for work). I love the height of the adjustable handle as I’m quite tall. The store on Ossington is beautiful, I recommend checking it out if you are curious about their items!

I've bought severall Monos suitcases for our use and as gifts over the past 3 years. I won't buy any other brand. They're fantastic. Beautiful colours, durable, they hold a great deal, they're lightweight and easy to maneuver, and their customer service is outstanding.