Club Monaco Reviews 

I purchased an $80 wool tank top thinking I would be receiving a high-quality piece that I could keep in my closet for years. After two wears, two holes appeared. After contacting customer service, they said they could not do anything for me since the piece had been worn. Not even a store credit. The funniest thing is that they told me I could return it, but that I would not be receiving any compensation? What’s the point of that? With the price point of the items you would think they would have at least some kind of quality guarantee. Very disappointed. I purchased from other retailers at lower price points can get better customer service. Will be continuing to shop with them and not Club Monaco.

I too have been waiting four weeks now with no refund for a $600+ purchase. Zero accessibility to customer service after long hold times, and have only been able to text/chat with a representative. Requested a manager call me to provide additional information since I would not accept “I don’t know” as a response to when I would receive my money back. No one has called.

Very disappointed at Club Monaco. Called for price adjustment few weeks ago, customer agent stated adjustment will be reflected within 7-10 business days. Nothing has happened. In addition, they cancelled one of my orders, still no refund-now it has been for 3 weeks.

They are very quick to take your money and process your order but when it comes time to issue a refund for a return, they claim they are understaffed and unable to process it. According to the return confirmation, refunds are processed within 7 business days. It has been almost 4 weeks since they received my return, and I have not gotten my refund. Every time I call to follow up, they keep pushing back the date when I should expect to receive it.

Have an e-gift certificate, for a significant amount of money, that is not useable. Spoke with customer service, who said that the change of ownership meant that new gift cards would need to be issued. Was told I would receive one to my email address within 7-10 days. It has been two weeks. No gift card. Called again today and was told there is no time frame for gift cards to be reissued and not even sure if a new one would be issued. This is fraud.

Words cannot express the frustration this company has caused. A pair of shorts I ordered online began unraveling upon first wear, and after several false promises of a compensatory gift card (they refused to provide a refund for a defective product) I have now been chasing them for close to two months. Their support team promises a gift card will arrive shortly, then will change their minds and say this is outside their 30-day return window despite previously promising this gift card. Save yourself the headache and shop elsewhere.

Not to mention you will wait 3+ hours in their online chat to have your place in the customer service queue dropped.

I placed an order with on Sept. 2 and the funds were transferred from my account. I received notification on Sept. 17th that the order was cancelled. The funds were not returned to my account nor have they been yet. I spoke to my bank and they do not hold refunds. I have called the 1-888 line several times and have been told the funds would be released. A month later I'm still waiting. I like CM, but will not be ordering on line every again.

The staff at the store was super helpful I give them that and hence the 1 star versus the 0 that the company would receive instead. Made an online order on Sept 1st and since I didn't get any updates besides "processing" for two weeks I ended up emailing and texting customer service and no reply. Then a couple days later I got a package from them which ended up being a completely wrong item (a pair of pants came when I had ordered 2 tops). Tried to reach out again to customer service and I got back in response was that "it was already shipped" and a link of the tracking number of the pants that I never ordered. Eventually one of the top was out of stock (super frustrating because I was looking forward to that top and I even saw it in store in my size after I made the online order but I thought since I already ordered it online, it didn't make sense for me to purchase it in store). And now I am left with a pair of pants that I never ordered and a charge of 70$ for the other top I ordered but never received. Now that I'm reading all these online reviews, I don't think I will return the item via mail but rather a store instead to get my refund back because it sounds like it will be more work to try and yeah down that refund. Honestly, I would 100% spend my money elsewhere.

I have FOUR gift cards that won’t work and they would not do anything to help me. Said the company changed owners and they are in the process of changing their systems. I was on the phone for an hour and no one would help me figure out the situation - said they had to reissue the card and it would take a few days! What awful customer service.

I ordered about a month ago. I received three emails. One telling me I have to wait a couple more weeks due to processing issue. Another told me the products are shipped but just takes time to reflect on tracking. The last told me my order has been cancelled. This is probably the worst shopping experience ever and I advice everyone AGAINST buying. Go to theory or Vince instead.

I first went to their Boston store looking for some pants; two clerks talking to each other and could not be bothered to help looking for the size I was interest in. Left the store. Went online and found what I was looking for. Ordered on Sept 8th. A few days later I checked on the order. Processing. Two days after checking again and tried contacting them by text / phone / email. No response. Finally emails explaining they are undergoing a system change and having trouble start coming out. Today I got a note saying my order was canceled and offered 30% off a next order. No refund was issued as of yet. These guys have to be delusional thinking that after these experiences I would ever order or buy from them. Too bad, because they used to have food quality stuff.

I placed orders two weeks ago , and the order status still showed in process, tried to phone them ,email , and text , literally no response, it looks like no body working , this is the worst online shopping experience I’ve ever had, no idea if they still run their business or not .

I gave 0 star. No emails replies, nobody picked up the phone calls and it took hours to get the answers from online chat agents assuring that my order was still good to go. But after 20 days I placed the order, I finally received the email saying that the order was cancelled due to the out of stock. Unhappy and so disappointed.

Multiple attempts to reach out to their chat, utilize tracking feature is to not avail. Even the phone, it's like no one is working.

No updates on my order, no tracking after two weeks since I placed order.

I'd give 0 stars if I could, but Club Monaco clearly doesn't care about customer service anyway so this is probably a waste of time but it makes me feel better. Ordered a pair of pants about a week ago - when I click the link in my email it still shows "Order Processing" yet when I look for my order through their order tracker on their website, it can't even find my order. As others here, no answer to my phone calls, their text service gave me an auto-response that they were closed even though it was well within their working hours and their online chat is useless as no one responds. Basically, you either buy in store with this company or not at all. If you order online, you won't get your order nor will you receive any type of support.

1) There customer service is terrible, waited for over 25 minutes no support.
2) Live in NJ there is no tax on clothing and they are charging tax, which means I need to go to the store or call my credit card service to get the tax money back.
3) Order was placed over a week ago still has not been shipped.

Absolute scam of a horrendous company. They are currently refusing to hi or gift cards. I have $300+ in gift card funds and they will simply not allow me to use it in store nor on the website. When I’ve explained that this is literally stealing from customers and violating a contact, they’ve been unresponsive.

Terrible company. On their website there is no mention whatsoever of a restocking fee, but when i brought the item into the store, they charged an exorbitant amount for this. Stay away from this company.

Stay away from the Rideau CM Store. Very poor client service experience. The staff is rude, and it's difficult to make a refund because of irregular store hours (I had to make a trip three times with no luck). Also, they give gift cards instead of money refunds if you paid with PayPal online, which is unacceptable. Will not be going back or recommending to friends.

I was a longtime customer of Club Monaco, and since today I have decided to boycott them...
For curbside pickup, customers need to call the store in advance to make the arrangements. I called them yesterday to make sure my stuff is ready to pick up for today (Sunday Jan 31st), As suggested by their agent, I also called them today when I was on my way to the store to notify them 30 min in advance. I called the store more than 10 times - almost the entire way heading there - and no one answered the phone. When I got there in front of the door steps, called them again several more times and received no answer. Then, while I was totally frustrated because of waiting too long at cold weather, pushed the bell and knocked the door, at which time a guy and a girl appeared behind the closed door showing me with their hands that they could not open the door and I should make a phone call with them! At that time, when I called the store again, they picked up he phone eventually with no explanation on why they were not responsive the last times. When the girl brought my package out, although she realized how frustrated I am, she did not even apologize for the poor service... These sales staff have not even learned how to deal with a frustrated customer!