Monsoon Accessorize Ltd Reviews 129

Went in to monsoon accessories on Thursday 26th September 2024 was greeted by Alli who was cheerful chatty informative and very helpful 👍😃 she was very patient and listened to everything I had to say and also gave me some great ideas too 😃thank you again for being so informative and helpful ! If I could get you all 2 weeks holiday payed for by the company and double pay for the rest of the year 😂😂I would !! Well done and thank you again to Alli

Awful company they sent me a worn swimsuit! I returned it and they sent it back. I asked them to check their warehouse as I definitely received it like that. They refuse to refund me and also have a nasty attitude avoid!

I was their customer for years. A month ago I ordered outfits for my daughters birthday. 10 days ago, as I still didn't receive any confirmation on shipment after 20 days of purchase, I reached out to Monsoon. They said they will track it and get back to me. Every few days I will reach out again, still same response. They are not able to trace it, they don't know where my package is, and they don't issue a refund either. And I need to buy clothes for birthday elsewhere. So dissatisfied, that is not how you treat your (by now) faithful customers!

Nothing was delivered and still awaiting for my refund!!!!! After 1 month!!!!!!!

Be very careful when reading return policies for Monsoon online. There are multiple out of date policies when you search. Returned a wedding dress within 30 days of delivery, monsoon are now refusing a refund as their policy is actually within 30 days of dispatch. Their old policies still show online so I was misled here. Absolutely no customer care or understanding, very poor customer service.

I recently had a deeply disappointing experience with Monsoon Retail that I feel compelled to share. Initially, I intended to use up some points I had accumulated, but I ended up spending much more than planned. I had £241 in points and ultimately purchased £930 worth of designer clothes, though this only amounted to three dresses.

Shortly after placing my order, I received an email stating that some items had been canceled. When my package didn’t arrive, I assumed the entire order had been canceled and called customer service to confirm, as my points were about to expire. To my surprise, I was informed that the clothes had been delivered. What followed was an exhausting back-and-forth with customer service, where I was eventually sent a photo of packages in what appeared to be a garage—somewhere crowded with parcels shoved together. I immediately responded that I don’t have a garage.

Despite this, I was told I needed to obtain a crime reference number to receive a refund, which I reluctantly did. However, when I provided the number, I was informed that I would only be refunded in vouchers. When I expressed my dissatisfaction and asked to file a formal complaint, I was told that Monsoon, not being a financial service, has no obligation to follow a complaints procedure.

A particular employee, Sara Gentles, seemed to take a personal vendetta against me. I even sent a video walking around my house to prove I have no garage, but her response was to cancel my account. When I asked what would happen to my points, she informed me that they could only be used in-store, despite there being no store near me. Upon calling a store to check my account number, I was told that the points didn’t exist.

The entire ordeal left me feeling like I was being treated like a criminal. To make matters worse, I later discovered that a family member had a parcel go missing about a year earlier, which I had completely forgotten about since the courier, Evri, had declared it lost. When I escalated my current issue to PayPal, I was shocked to see Sara Gentles reply to PayPal stating that I had a “history of high-value missing items,” implying that I was trying to defraud the company. This baseless accusation was infuriating, especially since the evidence clearly showed that the item had never been delivered to me.

Overall, this experience has shown me just how unethical Monsoon Retail’s business practices are. I will never shop with them again, and I would strongly advise anyone thinking of shopping with them to be very wary. If anything goes missing, you WILL be treated like you’ve stolen it and will have to fight for a refund. Even if video evidence shows categorically that you are telling the truth. Not a nice experience and they have no empathy as to why a person would be upset about that.

I always thought Monsoon was a reputable brand, but having now waited since 7th August for a refund of an expensive dress I returned (which according to the tracking info reached its destination on 11th) I m told by automated replies that it can take up to 14 working days to process i.e 3 calendar weeks from date of return which I consider unreasonable. I can t get anyone at customer service to give me an update on likely date of return and am just going round in circles with them! I ll never shop with them again!

I ordered an item more than 4 weeks ago GE6362470464GB. Due to the fact that I didn't receive the delivery or further information (delivery note) I contacted the customer service. To my second request I get an answer: "If your query is regarding a delivery, Please note our standard delivery timeframe is up to 2-4 working days, express delivery is 1 working day" and then they marked my request as solved!
How is it solved? I didn't get my order . Good that I didn't pay in advance

The most awful customer service!!!!! The agent just hang up on me, while I way asking for my refund, as item wasn’t delivered. Not because o was angry, but because I was confirming their obligations under distance selling regulations. This is all after having already wasted 3 days speaking to their courier, who has clearly lost the package.

I ordered an item to be delivered to store in May. Unfortunately due to unforeseen circumstances I was unable to collect. I finally received email on 24th July saying item had been returned to them and my account had been credited - 13 days later I’m still waiting for my account to be credited!!

I do a lot of shopping online.

Never have I come across customer service this bad, and these are lots of bad experiences to be had out there!

I paid for a gift bag with my order and they sent me a gift bag which the gift didn’t fit in!!

The real problem though is that if mistakes like this happen, they absolutely cannot or will not engage with customers to resolve.

Impossible to get any sort of response by phone or email.

So I am now stuck with sucking up the cost myself.

If there was a zero star id give it. Appalling customer service. No one answers phone and when you email told you’ll
Get a reply within 5-7 working days. Finally get a response which is not a reply but sounds like a bot has written it apologising for further delay.
Avoid at all costs. I will never buy from this company again.

I bought an a sterling silver anklet which has broken wanted to ask what if anything could be done about it.Ihad to google a phone number which all it kept saying is our lines don’t open between 9-5:30 this was between 9/9:30 so thought that I would try online but all the drop down boxes did not have anything to do with faulty products.So got back on the phone and after waiting for an hour and still not got through I hug up.So I then found an email address and sent my complaint with a photo of the broken anklet my name address and the order number,but if the email department is anything like the phone line I don’t hold out much hope for an answer.

Tried to get through on the phone to place an order. Order line number doesn't exist!!! Phoned head office and someone kept hanging up the phone. S*** service at the head office that's for sure. No I wouldn't recommend and they need to get their act together.

Don't really trust this company. Order placed 12th July. 4 to 7 days delivery. Absolutely nothing, no email. Are they waiting for item to be made and shipped from China.

Placed an order directly on the monsoon website, but first line of my address wasn't carried across for whatever reason...the customer service "helper" Jacqueline qas if ni use whatsoever....couldnt amend the order, couldnt cancel the order - all this after initially trying to displace to Clearpay.....
All I came away with, was a wait & see "mantra".....I asked her what was the point of her job.....incredibly she hung up...ignorance.
Its obvious the company are in trouble.....if that was representative of their customer service ...no wonder they're going under...they should take lessons from John Lewis customer service.....even George at Asda were far superior

I have just received the most OUTRAGEOUSLY TERRIBLE customer service from Monsoon Accessorize that I’ve ever received from any company.

I purchased a bag and some other items from Accessorize in London Waterloo station. I was in a rush as I was catching a train so bought the items quickly. Once I was on the train I took the bag out and realised it had pink ink pen marks on it and appears to have been used on the inside.

Obviously I assumed this would be a clear case of bringing the damaged bag into a store for an exchange, so two days later I took the bag in to my nearest Accessorize store to show them the faulty item and request an exchange. I didn’t want a refund - simply to have the bag in an undamaged condition that is fit for purpose. The store had the same bag in stock so I took it to the manager and showed her my receipt and explained the issue. To my shock she told me that she couldn’t exchange the bag because in her words “she couldn’t re-sell the item”. Clearly this makes no sense as of course a store would never re-sell a faulty item. I discussed this with her at some length but she refused to offer an exchange.

I then called the customer services number - while still standing in the store. This customer services representative started by telling me that indeed the store should offer an exchange for a faulty item, but told me that the Monsoon Accessorize customer services team "only deals with online orders” (which I find very surprising) and that any issue is up to the store manager’s individual discretion (which I also find difficult to believe - surely Monsoon have policies relating to customer service).

The response of these two individuals is in direct contravention of the UK law, the Consumer Rights Act 2015 and the policy advertised on Monsoon’s own website.

I am absolutely appalled at the service I have received from Monsoon which I always thought was a decent brand and company. To add insult to injury I've just tried to email them and their customer service email doesn't even work!

I placed an order on Friday after the cut off for next day delivery but knew my item should be delivered on Sunday.
So firstly order wasn't delivered on Sunday. When it did finally arrive one item was missing.
Contact customer services and initially they email me to say that have sent the item I received again. Contact them again and they ask for a picture of what was sent then say they will dispatch the missing item and tell me when it's on the way.
They also say they will chase the warehouse about the item sent again.
Hear nothing from them. I contact them again to say the item they did not send is now showing as unavailable on their website. No response it's now out of hours.
Then hours later I'm sent an automatic email saying they cancelled my order! Not only that they will take ten days to refund me for their mistake!
I have bought from this brand many times before but I won't never again. Terrible communication and service.

I ordered two boy’s 4 piece suits. The illustration on the web site clearly shows that jackets are included. My delivery did not have the jackets. When I phoned , I was told the jackets are extra! I have been mislead by the labelling and illustration. It is a con trick!! I might need to complain to Consumer Rights.

I ordered a bag online on 19/1/24 and it was cxld on 22/1/24. It was back in stock on 26/1/24 so I reordered using my £2 Topcashback bonus offer. It was cancelled again even though it was available on the website. I emailed them sending them a screenshot showing them that it was available even though my order had been cancelled twice and all I received back was a lame apology. So. I didn't get my bag and have lost my £2 Topcashback bonus which I could have used on another site. This has also happened on Accessorize many, many times where I even once used a free delivery loyalty voucher which they wouldn't replace. Appalling customer service.