Monos

UPDATE: The monos team (Khemberly) reached out to me and completely turned around the experience. She was compassionate in understanding my disappointment from the damage occurred and recompensated me fairly. If you are planning to purchase from Monos I highly recommend purchasing the extra warranty which covers airport damages as well as adding a protective cover to your order as well. ORIGINAL: I recently spent over $1,000 on a Monos set — a medium Hybrid suitcase, a carry-on, packing cubes, and the protective cover. I took the suitcase on my very first trip today, and while I expected a few light scratches and small dents, one entire side dented inward, the corner broke open, and now it won’t close properly. What’s even more frustrating is how impossible it is to reach customer service. There’s no phone number, and emails rarely receive a response. For a brand that markets itself as premium and promises a “lifetime warranty,” I expected much better quality. At this price point, both the durability of the luggage and the accessibility of customer service should be significantly better.

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!

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!

I came into Monos with a bag issue and was helped by Janel — and seriously, he was the best. So friendly, patient, and genuinely wanting to help. He took the time to listen, figured out the issue right away, and made the whole experience feel easy and completely stress-free. It’s not every day you get customer service like that. Janel went above and beyond, and I left feeling truly taken care of. I actually walked out saying, “Wow, I’ve never had an experience like that before — I’ll be back.” Monos is lucky to have him! Highly recommend both the brand and their amazing team.

We started with an unpleasant experience due to shipping delays during the holidays, but Mike from Customer Experience went above and beyond to make up for it. Pleasantly surprised by their generosity and grateful for their customer service, we will definitely stay Monos clients!

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

*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