Monsoon Accessorize Ltd Reviews 129

Worst customer experience I have ever experienced. Keeping sending me emails saying I have vouchers and then when I try to use them, they won't work. Contacted Customer Services and they don't answer your queries and come back with all sorts of excuses: expired, you've used them, when I know I haven't used them. Absolutely horrendous and they should be ashamed of how they treat loyal customers and read customer queries and respond correctly and respectively.

Missing items: No offer of replacement or refund.

Delivery arrived with missing items. A very insincere apology was given on the phone. I was then told I would have to wait for an investigation in the warehouse. This can take up to 72 hours. Meanwhile, I'm left without the item. I have not been offered a replacement or refund.

The customer journey has been sub-par to say the least.

Wish there was an option for zero stars. Customer service appaulling. Ordered clip earings for my 4 Yr old daughter as part as her santa presents 2 weeks before Xmas .they still have not arrived. I emailed a man named conor who said xmas eve will be another 3 working days which is to late. I asked for a refund wasn't given one . Please avoid ordering from these guys I had to tell my daughter santa had no earings left. Thanks monsoon

I have sent 10 texts requesting a refund. I sent two jumpers back. Only one was refunded. Absolutely terrible. Will be taking it forward. They had the nerve to say they had resolve the problem
Terrible

It is a busy shop, which makes it not easy to manage and the customer service is very poor.

Absolute shambles. After ordering items that came to £57 on one order the order came in three separate packages and deliveries. Such a waste as they were bikini tops and a bottom ! I was informed that it was coming in 2 and contacted c/s and was advised a third was on its way so I had to wait in for a further delivery. To add to this the items came with a marked down price to what I had paid, one had a sticker over the markdown but you could clearly see the red ink. To the c/s agents defence she asked for an image so she could rectify things if I kept the items. I place a return, as to be honest I was a bit miffed this had happened. Today I checked my bank account and I have been refunded £17.50 and £22.50 I called c/s and she has said that the rest of the money will follow within the next few days. Why ....I clearly paid you £57 on my initial order ? I'll watch my account.

Speed of service

Ordered jewellery online and it was delivered the next day. Order was in full, on time and in packaging which protected the integrity of the products.

If I could give 0 star I would.Such a lier that no one was at home while during this time we stayed near by front door and sorting storage out so we don't miss it.My neighbour CCTV we checked no one came at 5.19.Big Liers

I BOUGHT ITEM FROM MONSOON WHICH I WILL NEVER SHOP AGAIN FROM IF THEY ARE USING CHEAP AND LIERS COURIER SERVICES.

Monsoon also own East Clothing and they are just as terrible. Have proof of return and they will not refund me. They are avoiding my emails. Reported to Trading Standards and to on-line fraud with the police

Words fail to describe the poor quality and if you attempt to seek a refund you will be largely out of luck if you haven't preserved the receipt or order number? Very poor indeed - never again!

Unbelievable customer service! After sending a dress back with proof of return Monsoon have not and will not answer my emails!!! Beware, do NOT order from this company!!!

I just want to let you know that I just had a very rude experience with your sales lady in your shop at Stansted airport, London. I love to go to this shop when I’m flying and I know my friends do to, but it’s not very likely that we’ll do that again.

I bought 4 items that were on sale and when I payed I gently pointed out that I think she added it up wrong but she just brushed it off and I felt stupid for even mentioning it.

But then I left the store and went through my receipt and calculated everything and she had in deed counted it wrong. I went back and kindly asked her to review my payment because I was sure now that I had overpayed. She got really angry and said You know what I’ll just refund the whole purchase to which I replied that I really liked the items but I didn’t want to pay more than I was supposed to. And walked out of the shop disappointed and offended.

The reason she added it up wrong is because she took it on herself to calculate the discount. Three of the items were programmed as 50% off but sold at 70%, but the 70% discount hadn’t been programmed in the computer yet. Because of that she first scanned the items which automatically made them half price, and then she added a 20% - which is NOT the same thing as putting 70% off on the full price.

This is about very little money (to me, but to other it could mean more) but she probably had been doing the same error to people all day. And also - I would rather have been refunded those £1.6 and given them to charity or someone in need. And definitely have been treated way nicer.

Always buy my daughters clothes & coats from here their quality is unmatched.

Nearly 4weeks since I've sent back the returns parcel, still no refund.

Visited the store in Welwyn Garden City today to exchange a dress. Both of the sales assistants were very rude and really couldn’t couldn’t be bothered to help. Looking at the reviews on here this brand needs to be turned around. It’s a shame, I have always loved the brand and the clothes, but not lately. Terrible customer service and dresses that aren’t brilliant quality for over 80.00. Will not be back - prefer comparable brands where my custom is welcome e.g Hush and Boden.

Ordered during the sale, had my confirmation email of my order with one item not available. Ok, disappointing but ok.
My other items were dispatched and duly arrived with one item missing .
Eventually got through to customer service, pleasant enough lady and she said warehouse said it was in the package, had the package been damaged- No, I had a screenshot as proof as the other items were Childrens T-shirts etc ( flat clothing ) and the item that did not arrive was the glitter bunny bag so it wouldn’t arrive as a flat package as it had. She didn’t require to see the
Screenshot and happily said I would get a refund, but I could not be sent another bag I would have to go through the procedure of reordering, which she told me to do.
Went straight onto the site and they are now out of stock! I presume she could see this.
It was for a little girls birthday present.
Expected better some how from a high profile company,
Would love to know what happened to that bag.
If I so desperately want Monsoon goods again will probably stick to John Lewis who stock a range of their clothes.

I used to love Monsoon, the store near me was lovely.but sadly it closed a few years ago, so my only option now is to buy online. I assumed the service would be comparable, especially given the prices (it's not exactly a cheap store) but...no.
I ordered 2 dresses in the sale and when they never arrived I contacted Monsoon via WhatsApp. A nameless person replied saying the courier had tried to deliver 3 times to me and so the parcel was returned. On checking the tracking I could see that this was not true, the courier had seemingly marked the parcel as 'customer refused' without it having ever left my local depot. Obviously this isn't Monsoon's fault (although all companies who use Evri should reconsider if they want to keep customers) but when I replied to the nameless WhatsApp person with the tracking and asked if the parcel could be resent on that basis, they didn't acknowledge it or offer any resolution but blunty said I would recieve a refund when they got the parcel back.
After several days I chased, again on WhatsApp, and a slightly more pleasant nameless person processed the refund for me.
I them went onto the site to reorder only to find the dress I really wanted was now sold out, so I sent up an email alert in case it came back into stock. This morning I got an email that it was available again so went on to order - only to find its now gone back up to full price despite the sale still being on. I again sent a message via WhatsApp to query and several hours later got a dismissive response stating the price is correct and to 'have a lovely day'.
No attempt to resolve issues for customers and treated as an inconvenience. If companies like Monsoon want to survive in the current climate surely they realise the importance of good customer service?! Seems not. I'll avoid in future.

As a customer in the Shrewsbury store today I had wonderful service I am very pleased with my purchase and the store manager Ruth was extremely friendly also the two members of staff who served me were attentive and very friendly as always .Five stars for you all! Miranda xx

Shocking company !!
I'm a vip customer but don't be drawn in you absolutely don't get treated this way

I had 2 free next day delivery vouchers to use but was unable to use them as monsoo make it so you can't use them .when i asked why. I was told we aren't offering this at the moment !! Even though my 2 voucher are still in date

I can't fault them for customer service response and resolution. I ordered 3 blouses which, although were excellent quality and beautifully made, we're several sizes too large. On returning to their chosen courier the parcel went missing and I was advised to wait 14 days, after which I re applied and they've issued a full refund.