Monos Reviews 

Handle broke after 4yrs of traveling. Was happy to get a replacement part, but since they didn’t have it in stock they sent out a brand new suitcase. Very happy with the fast and efficient service.

Submitted a claim request for a broken wheel. Have received no response after over 1 week. I followed up and they just asked me to submit another one, didn't actually address my question about why the claim request had not received a response. No number to call, the AI chatbot is useless, and the email turnaround time is terrible. I'm really frustrated, because the luggage itself is great, but the lack of customer support for their "lifetime warranty" has left a terrible taste in my mouth.

Good experience with customer happiness team who honoured a price adjustment after a recent sale! Super pleased with this!

Do yourself a favor and buy literally anything else.
I wish I had read more reviews before dropping serious money on this luggage. Let me save you the mistake I made.
First, the return policy sounds reasonable until you read the fine print. Luggage must be unused to qualify for a return. So the moment you actually use the suitcase, the one you bought to travel with, you own it forever no matter what. Convenient for them.
The shell scuffs the second it touches anything. Not after months of travel. Immediately. First trip. The scuffs do not buff out, they do not fade, they just live there permanently mocking you every time you pull it out of the closet.
Now for the highlight of this whole experience. The telescopic handle sticks constantly. I contacted customer service expecting, I don't know, an actual solution. What I got was an instruction to flip my fully packed suitcase upside down, lay it on the floor, stand on it, and yank the handle out. That is the official Monos customer service recommendation. I am not paraphrasing. That is what they told me to do with a premium priced suitcase.
The whole thing feels cheap. The wheels are hard plastic and roll fine on airport tile but struggle on anything remotely textured. Sidewalk, carpet, gravel, forget it.
And when I pushed back on all of this, there was no phone number to call, no follow up from their team, just a wall of emails that eventually amounted to "sorry, nothing we can do." I am stuck with it and they know it.
Do not buy Monos luggage. Tell your friends. This review is from an actual customer who paid full price and regrets every dollar of it.

AC broke my large checkin after a recent trip to the east coast. Monos had already replaced it the last time AC broke it from a trip to Mexico. So this time they gave me an option to pay $65 and they sent me a brand new replacement. AND a 30% discount on a future purchase. So they already sent me a brand new bag that’s worth over $400 and I just bought the new fully aluminum luggage hoping AC can’t break again. And it was 30% off. Which they applied minutes after I advised them of my new purchase. PLUS if it breaks again due to airlines, Monos will replace it twice for free with the additional warranty coverage. Hopefully they won’t but the piece of mind is well worth the price of the add on warranty coverage.

I’ve been using Monos luggage since 2016 and I have never been so happy with the products and the customer service of a company.

I love everything about Monos. I did a lot of research before I purchased my first Monos suitcase (I now own three!) and was very pleased with it once it arrived. I really appreciate their focus on reducing waste and making the products something that last and can be repaired. I've taken it on a lot of trips, and my primary suitcase has performed well, but the airlines show it no mercy. Just last week I submitted a warranty claim, knowing it would have been entirely reasonable for Monos to deny it and offering to pay for a repair if possible. Monos responded quickly and graciously. They offered me a resolution I couldn't have expected, and I am incredibly happy with it. The Customer Happiness representative, Ann, was responsive, clear, and incredibly helpful. I have recommended this suitcase brand to others and will continue to do so.

Lovely bag, good weight, colour, style and very practical. Excellent after care, with a no quibble replacement when the zip stopped working 20 months after the original purchase.

This was my first experience with Monos Luggage.
I purchased a carry-on and a check-in medium size luggage.

Monos has excellent online communication with customer service. Addresses concerns in a timely and professional manner

The luggage arrived in a secure box with a handle. The luggage is exactly how it is portrayed on the website.

The spinner wheels and the adjustable telescopic handle works well, and the luggage is very light. The interior compartments are well designed.

My concern is with how the luggage performs through the robust airline luggage handling process. The luggage scuffs and scratches easily. Monos does include a Mr. Clean magic eraser which removes the scuff marks, but the luggage remains scratched.

Given the price of the luggage, I am disappointed with its exterior appearance (many scuff marks and scratches) after only one use. The outer plastic material may not be sufficiently durable to withstand the rigours of air travel.

I contacted Monos about my backpack which had a broken zipper. My 2-year warranty had just expired but they offered to send me a brand-new backpack anyway which made my day. Customer Service went above and beyond. 5 stars!

It was easy to order . was shipped in a great box , has great wheels and well mae . Its our second monos and if we live long enough will get a third.

Great product, had an issue on my first trip with one of my items and the company is taking care of it via their Limited Lifetime Warranty. Very pleased, thank you to Khemberly who helped me with my warranty claim. 10/10 would recommend.

I love Monos luggage and recently had a warranty issue. Wow! I have to say that this was the friendliest and quickest, hassle free transaction I've had in a long, long while. Kudos, Monos! I'm a happy customer! Thank you!

Ordered a suitcase, paid over 65 pounds for express shipping (3 days earlier than free shipping). They had not even got the suitcase out of their warehouse the day before it was due to arrive. Suitcase ended up arriving at time of free shipping. Asked for a refund for their extortionate shipping cost that did not fulfil its promise (expedited being within 4 days) they said it was non refundable. They should not be charging people such crazy prices for fast shippinh if they cannot fulfil that promise. Fraudulent in my opinion

Amazing luggage and great service! Saw a discount code online, but couldn’t use it. Contacted customer service and they applied it and even honoured it when I changed my initial order. No regrets with this luggage. Will recommend.

Dear Monos Customer Service,

I wanted to sincerely thank you for the very timely and professional handling of my warranty replacement request.

While I was initially disappointed with the issue I experienced, your prompt response and commitment to standing behind your product made a very positive impression. This level of customer service reflects the premium reputation that attracted me to Monos in the first place.

With an upcoming 14-day cruise beginning June 7, your quick resolution and support were especially appreciated and helped relieve a great deal of stress regarding my travel preparations.

Thank you again for your excellent service and for addressing this matter so efficiently.

Sincerely,

Great product! We bought two Carry Ons Sturdy, rolls easy and light . Customer Service is also excellent plus they are Canadian.

Wow...we had a problem with the zipper and after verification, Monos was efficient and gracious and stood by their product and replaced it. Exceptional customer service!

Approximately 3 to 4 years ago, I purchased my monos luggage, if not longer and I purchased it because of how it looks, the weight and of course the #Warranty, which was a big factor.
I travel every week or every other week for work, all over and I wanted to make sure that I had a luggage that met all the demands of travel and it did not disappoint
If it were not for the careless people at the airline, breaking the locks and the many travelings that damage the luggage , the luggage could’ve probably had a couple more years

Highly recommend purchasing the #Warranty

I upgraded and paid the difference and am getting a new luggage and I’ll be purchasing the check in luggage in different color limited edition. Win win for all!!

Big thanks to the customer service from Khemberly whom was extremely helpful and made the experience un-stressful.

My experience with Monos ended up being excellent, largely because of the support I received from Thelma. I originally reached out after noticing that part of my luggage order appeared to be delayed and listed as pre-order, which was stressful since I had an upcoming international trip to Japan. From the beginning, Thelma was responsive, transparent, and proactive in helping resolve the situation.

She took the time to explain the issue, helped me switch to available colors to avoid delays, made sure my original pricing and discounts were honored, and kept me updated throughout the entire process. What impressed me most was that she genuinely seemed to care about making sure everything arrived in time instead of giving generic customer service responses.She went above and beyond by locating my original preferred colors at local stores so I didn’t have to compromise or risk delays before my international trip. Additionally, Instead of simply suggesting replacements, she actively worked to track down the exact luggage I originally wanted while still honoring the original pricing and discounts. That level of effort and communication really stood out and made the experience feel personal and stress-free.

In the end, she was able to track down and secure all of my bags, and the entire situation was resolved far smoother than I expected. The communication, professionalism, and attention to detail made this one of the best customer service experiences I’ve had in a long time.

Once past the automated bots the customer care team was awesome! The handle on my hybrid carryon failed and the team couldn’t get the replacement system out in timely manner so they sent me an entire replacement carry on! Professional customer support!!