Monki Reviews 632

CHEAP CLOTHES WASHED ALL OUT OF SHAPE FIT FOR CLEANING RAGS 😡

First order with this company absolutely appalling customer service! Package was supposed to arrive over a week ago from Hermes it never arrived…I had to contact Monki three times to get a refund which will take 10 days Crome now! What a Shoddy company no apology no communication and no parcel….never again.

Had a missing item and told me if I wanted the item I had to order it again and no refund. Like hello I am not trying to steal a pair of socks!

Not a great experience, ordered on 27th of October now writing this on the 5th and still haven’t received my order (ordered 9 days ago). I contacted them on the 2nd and was told that my order had been cancelled due to a stock error, and a refund was issued on the 27th. I never received a email to tell me this order had been cancelled. I checked and my order had not changed on the website either. I then went online to see both items were still in stock, so reordered and contacted them back to ask why my ordered had been cancelled as both items were in stock in all sizes. They then responded telling me my order was on its way. So how is my order on its way if it’s already been cancelled and refunded (haven’t actually received the refund yet). I said this and then asked them to cancel my new order. Honestly god knows if either have actually been cancelled and if I’ll receive both orders as the customer service has been so confusing. I just don’t understand how if they had already processed my refund how they’re now sending it out to me, which is irritating as now I’ll likely have two packages of the same clothes.

First time shopping with Monki.
Really poor experience during checkout.
Website wouldn’t allow me to put in a different delivery address to the billing address. When I thought it had worked (it allowed me to input the correct address but forced me to keep the ‘same as building address box’ checked, I was concerned but hoped for the best. Got my receipt through and it said the items were being shipped to my billing address!
Also concerned that the receipt said my payment method was Klarna, which I know of as a pay later finance company so I was frantically checking my bank statement to make sure the info I’d input (my card details) had lead to a pending transaction.
Contacted customer services an hour or so after this experience and they said they couldn’t change the shipping address and told me to contact them ASAP when things like this happen. I foolishly assumed it was all fine so carried on with my working day until I noticed the mistake on the email.
So all in all, a poor, confusing, inconvenient experience. I will have to get my parents to watch out for the package. Thanks Monki.

paid £10 for express delivery 3 days ago :( still not even had a update as to if the package has even been shipped

I really used to love all their clothes and they fit me perfectly. But recently their quality has been so poor, with prices going up on their items and everything is now ill-fitting. They must have lowered their quality. Would recommend their basics and nothing on their new releases.

Clothes were nice enough, but customer service was terrible and I got stuck with a bunch of extra fees. While I ordered from Monki Canada, it turned out to be an international company. When I ordered it said "free shipping" but two weeks after delivery I got a bill from UPS saying I had to pay hundreds of dollars in duty fees!! Monki customer service told me this was not their responsibility and there was nothing they could do. I'm terribly disappointed and don't want this to happen to anyone else. So I just want to say BEWARE OF EXTRA FEES WHEN ORDERING FROM THIS COMPANY!!!! Save your money and order from a truly Canadian or North American Company and just skip over Monki. I know I WILL NEVER ORDER FROM THEM AGAIN.

I'm well impressed with the customer service. First, my daughter had a pair of jeans which developed a faulty zip after two months. Monki agreed to a return and a refund.

These jeans got lost in the post, yet Monki still refunded. Excellent customer service.

Amazing customer service from monki! Rarely say this about any brand, but excellent service. Super quick to sort out a small issue with my parcel

The customer service is great, so friendly and helpful - you feel they're on your side. They treat your custom (and you) like it matters.

Don’t let reviews stop you from ordering. I nearly didn’t order after I read some reviews on here but so glad I did. Ordered several dresses, t shirts and skirts. All items came to just over £60. Delivery only took a few days. Everything fits perfect and the quality is beautiful. So happy I placed the order and wasn’t put off. Would 100% order again from Monki

I have ordered a few times from Monki over the past year and my experience each time has been positive. The first time I ordered, I paid for next-day delivery, and although there was a problem with this (not the fault of Monki), my call to the customer service line was dealt with promptly and professionally. They followed up my problem and my items were delivered later that day. My orders since then have gone smoothly, as items have been delivered as expected. The clothes are generally good quality, especially in comparison with fast fashion from other high-street chains, and I like their commitment to more sustainable fashion. Sizing is straight-forward on the website and I have managed to get the right size on every item I have ordered. I've never had to return anything, so I can't comment on their returns policy. I will be buying more from Monki in future.

It is such a pleasure to be able to write a positive review, for a company that takes care of its customers.

This is not the first time I’ve ordered and it will most definitely not be my last.

I wish all companies were like Monki!
Absolutely fantastic customer service.
I am very impressed at the level of customer service provided.
I contacted Monki once as I had a problem with a return which unfortunately got lost in transit. I’ve never had a problem before.

Order no 879553640
Monki customer service called me promptly but I was unable to answer due to being unwell that day.

They then emailed me and when I replied and gave the information needed they were able to assist me in a very professional yet understanding manner and resolved my issue there and then. I was refunded straightaway.

No waiting around getting frustrated.
I wish I had known the representatives name as they were absolutely amazing, Thankyou! I wish all companies representatives had this kind of etiquette and professionalism.

This only strengthens my faith in this company, for taking care of their customers.
Thanks again.

I love Monki, I've ordered from them countless times now and of course some things don't fit sometimes so thankfully they offer free returns from where I live. I sometimes use the dpd portal or contact customer service if my phone is acting up and won't let me use the website properly to arrange for a dpd pickup for the items I want to return. The customer service rep calls to apologise for any disappointment and inconvenience and arranges for dpd to pick up the items from your house (in ireland) and email a summary of what you talked about to have it in writing, of you miss the call its ok, they send an email saying they've arranged a next day pickup for you.
I've only had fantastic experience with their customer service. I don't expect every item I buy online to fit perfectly because every body is different. So it's great when the customer service is so nice and helpful. In general for my measurements, items fit better and more often than any other brand I've ordered from.

DO NOT ORDER FROM HERE, ESPECIALLY IF YOU ARE INTERNATIONAL. I’ve been dealing with this nightmare for months. I ordered a few items of clothes from the site, was excited, only after I placed my order I realized it was international. I immediately submit a request to cancel that order. However upon the next day a service rep told me it was too late, despite the fact that I was in the allotted time to cancel (they’ve given multiple different answers about how much time that is exactly btw however I went off of what the website said) then I noticed the sizes were all wrong because for some reason, they put the prices in US dollars and the sizes in EUR which didn’t make sense and since I had assumed it was USA sizes (since the company is American and the prices were in USD) but I guess that was my own fault for not checking. I then reached out to customer service again to see if my sizes could at least be switched since I couldn’t cancel but the order hadn’t dispatched yet. I was then told no, that I would have to place an entirely new order and just return the other one when it arrived. So I did that. Well now because it’s international I looked at import fees and oh my goodness I was going to have to pay almost just as much in import fees!!! Now I was upset, didn’t want the first order, was instructed to place a second and didn’t want that, now paying crazy fees for stuff I didn’t even want! I reached out yet again to customer service (which is a nightmare to deal with but well’ll get to that later) this time I was told that if I refused the packages I wouldn’t have to pay any fees and I would get a full refund (this was a rep on the phone) but I also got an email from customer service shortly after saying the exact opposite: that no there was no canceling my order, and Id have to pay the full amount for import fees. Well then because I got two different answers I was very confused and worried because this is a lot of money. I email back again, and instead of help they basically said tough luck, here’s a 20% off coupon to which I responded saying no thank you, I will never be shopping here again after this. Then I got a new email saying verifying what the rep on the phone said. Relief. I also checked with UPS just to make sure everything was situated. I got my refund many weeks later, however they took $50 off as a return fee for both packages despite telling me I wouldn’t have to pay that since it was Monki’s fault that I couldn’t cancel. But whatever pick your battles I guess instead I didn’t want to deal with their nightmare customer service I again I said forget it. Well now I’ve received two invoices billing me for the customs fees! I’ve unfortunately had to reach out AGAIN and im now awaiting a response which will surely consist of back and forth with conflicting answers.
What makes their customer service so absolutely awful ? Well for one everytime you send an email you get an automated response saying that they will respond to you as soon as possible. Now that’s fine I get it, however when you do get a response, to which you reply to, they send it again, so each back and forth you get spammed with this message which is really frustrating when you’re just trying to look for the conversation or for your order number since they ask for it every single time despite having already given it but again whatever just an annoyance. Another awful thing is that every response is from a completely different person. You think you’re going to have a conversation with one person since you are simply responding to their email however you then get met with completely contradicting answers and are left to re explain your situation and provide your info all over again! EVERY SINGLE TIME! They also don’t tel you this, that each response is from a different rep so you’re just left feeling completely confused, finally I just asked them, why does it seem like I’m talking to two different people? I keep getting different answers and asked to reexplain myself. They also called me while I was at work and I missed it, tried return the call seconds later. The person had no idea about my situation, what the phone call might have been about, nothing. They don’t communicate with each other at all.
I just want this to be settled. It’s a complete nightmare. Serves me right for buying fast fashion I guess. Never again, I’ll be warning everyone I know not to shop here.

I used to really like this brand, in the past few months they've really gone downhill.

The sizing is totally unrealistic and all over the place. I'm a UK 12-14 and apparently have to order their largest size for jeans. Sometimes that's even too small. The trousers are a whole other story and the sizes are not consistent with their jeans sizing. I have had to return something from my last 5 orders due to their bizarre sizing. Seems they only want extremely skinny people wearing their clothes.

I wrote to ask about why their sizing runs so small and they offered no help or explanation. They obviously don't care about how that can affect a person's mental health.

Anyway, between each return I have to wait for 2-4 weeks to get my refund and order the right size or item. My most recent incident they sent me the wrong item, I returned it and ordered the the right item. And now the package appears to be lost. They basically created the shipping label and didn't send the order. I know this because the courier always send me an email when the shipping label is created. It hasn't updated past that. I emailed to ask them to send it and they suggested that it could be lost in the way to the carrier. How is that possible? They aren't willing to do more to solve it. If I want to reorder again I've been told to wait longer and request a refund which I'll have to wait 2-4 weeks to receive. I'm not going to bother. Don't give this awful company any more of your money.

Also, they've started responding to emails with pre-written templates full of condescending drivel in the voice of a teen, complimenting how good you'll look in your clothes. Not very suitable when the customer is writing about a missing order, wrong item or terrible sizing.

quality is POOR, sizing is ridiculously bad, returns literally do not work (you order a pick up, the delivery company thats supposed to come pick it up has no clue about it, no matter how many times you request through monki website and then monki asks you to go send it via post and pay for shipping..)

the quality of their garments has recently MASSIVLY dropped (alas prices of course havent) and now is aliexpress level of trash. (the wellknown funny pictures of “expected vs received” are now a reality with monki purchases too)

if you want a piece of clothing you will use to clean your floors after 2 wears and washes, go ahead. otherwise avoid this trash and save your money.

Their clothes are really in fashion, and free delivery and home-collection for packages is amazing. However their lingerie section is disappointing, particularly for bras. You'll get a list of XS,S,M,L. No proper sizing with bands and cup sizes. Also, a lot of popular clothes will go out of stock within hours of going up online (particularly cord jeans). 🙁

Worst brand ever. Ordered a skirt from Australia. Was too big. A medium more like a large. Fabric was shiny and cheap. And then they wanted to charge me $25 for a return and refund. Will never ever order from them again. Cheap fabric and overly difficult. The fabric is probably worth $2. They’re making money on returns. Beware!!