Monos Reviews 

Excellent customer service and even better products!! Highly recommend.

I adore my Metro Backpack. It's elegant, sturdy, and as useful to carry everything I need for a day on-site with a client as for a business trip. Plus the customer support is superb--I had a couple of issues which they resolved quickly and congenially, by going above and beyond what their policies require.

I have bought 4 pieces of luggage and 2 cross body bags and told everyone how great they were. ha a small issue with a bumper that came off and asked for help replacing it either in or out of warranty. Not only did they not help with this small issue but did not even respond to two emails. The only communication at all with them has been a bot that suggested I buy a new piece of luggage! Quality luggage ruined by the worst customer service I have ever experienced. Almost seems like a scam there response is so shady. No longer can reccommend

Wonderful experience buying from Monos! I recently purchased a large check-in, but was sent a medium. When I contacted customer service about the mix-up, I received a reply almost immediately and was sent a replacement, which I received within two days. Ann, the associate who helped me, was not only polite, but also incredibly efficient and timely with responses. The quality of the suitcase is great, with tons of different pockets of all sizes to store belongings, and I was pleasantly surprised by the bag of accessories it came with (luggage tag, magic eraser). Overall, I had a great experience and I absolutely recommend Monos to anybody looking for quality luggage!

Very satisfying elegant look, and I fully identify with the mind travel philosophy.

Customer care was also excellent!
Definitely recommending for all conscious entrepreneurs 🫶

We needed a couple of medium-sized hard cases to make our future train travel a bit easier to maneuver. The Monos Hybrid Check-In Medium case looked online to fit our need. Our order was placed with Monos and within a couple of days, FedEx was at our front door making the Monos delivery. Monos did not disappoint. The Monos Hybrid Check-In Medium case is not only good looking, it is very well thought out. I am happy with Monos and my purchase.

Monos has horrible/ non- existent customer service. Never received my order. Sent at least 5 emails that have all gone unanswered.

Easy step by step online tool for claim. Fast turnaround to an agent on email. Easy 1 email chain to completion. Shipped next day.

Did lots of research and landed on this brand. Should have kept researching. Spent over $1000 on 3 large bags. Travelled for 6 weeks arrived home and two are un-useable. Contacted Monos and they didn’t want to know about it. Not their problem. One of the cases the whole shell had cracked - apparently that is the airlines fault. The second bag the actually zipper handle snapped off - again not their problem. Had previously used samsonite and travelled all over the world and bet had a problem. Learnt my lesson the hard way. Would not recommend.

Had an issue with my bag from recent travel where the airline damaged the handle. The airline didn’t cover the issue per their policy but Monos responded promptly to my claim. Well, it was not covered under their lifetime warranty, they offered the extended warranty for a very reasonable price and replaced my carry-on bag very quickly! I was so impressed with their service that I purchased the extended warranty on my check in medium bag as a precaution for the remainder of my travel as well as any future travel. I would highly recommend their bags for both durability and customer service.

Amazing bags and superb customer service!

Monos is a remarkable company that stands behind their products. I have nothing bad to say about the luggage. The luggage is beautiful and well made. But my circumstances changed after ordering and literally had to initiate a return the day it came. All to say, customer service was amazing, and I wouldn’t hesitate to order from Monos.

High quality luggage and exceptional customer service!

I experienced incredible customer service with Monos. Their products are excellent as well. I would highly recommend shopping with them!

I am more than happy with my Monos products.
I have both the Carry-on luggage and the 4-packing cubes which have served their purpose in ease of packing for travel. I have also had the pleasure of dealing with the Monos customer support team on 2 occasions now and the experience has been exceptional.

After years of global travel, Monos is hands down our favorite. We travel with the Carry-On Pro, the Check-In Medium, and the Large. The expandable zipper forgives us chronic over-packers. The check-ins are lightweight but tough, the wheels glide through airports. And their packing cubes are the best. Highly recommend!!!

I’ve been a long-time Monos customer and have always had positive experiences with the brand, which made receiving a recent product that didn’t meet my expectations especially disappointing. It’s never easy when something you’re excited about doesn’t deliver the experience you anticipated.

What stood out, though, was how the situation was handled.

Khemberly provided exceptional customer service throughout the process. She was professional, kind, patient, and took the time to listen and explain everything thoughtfully. I never felt dismissed, and I truly appreciated the care and effort she put into helping find a resolution.

While the experience itself wasn’t ideal, the support and remedy provided left me feeling very pleased and valued as a customer. That level of professionalism and willingness to make things right goes a long way and absolutely restored my confidence in continuing to support Monos.

Thank you again to Khemberly and the Toronto store team for your time, attention, and commitment to customer satisfaction.

Customer service is non-existent. I purchased both a carry-on and a medium check-in. My check-in was damaged on a recent flight. I attempted to contact Monos for assistance. A call to the Monos store local to me was diverted to a text link that in turn sent me to an email address where a notice stated someone would email me in 2 hours - no response. Other attempts to chat and email resulted in a response that my question was not in its knowledge base. Your warranty is worthless if no one can take advantage of it. I will never purchase another Monos product again.

I purchased the Carry On Plus in Olive Green, beautiful luggage when it arrived and very satisfied with my investment. I intentionally purchased this size for carrying on lugguage and the color to minimize any dirt. The purchase arrived on May 2nd, and on May 14th I had my first travel with American Airlines and even though my bag was within their size requirements, both ways they forced me to check it at the gate.
This resulted in my luggage being scuffed up and getting huge scratches down the front and sides. Some of the scuffs I was able to wipe off with the magic eraser provided, but there was nothing to be done to the deep cuts in the plastic, the one on the front particularly stubborn and red so very noticeable against the green. Again, I understand that the fault is with the airlines (although they won't do anything about it) I guess I was expecting such a highly rated and premium priced luggage to be able to designed and made of more durable materials- and was shocked how damaged it was. Now I've had this piece of luggage for less then a month and it looks like beat up like I've had it for years. If you do decide to invest in this luggage I would recommend the insurance (which I did not get) although just be weary it only covers 1-2 replacements, and based on this experience of just ONE trip, it doesn't seem like Monos is worth it if you want a long term investment in nice luggage and travel regularly.

Had damage to one of two medium cases that I purchased in 2022
Such a great experience dealing with their customer service