Poor quality and I fear I can no longer recommend Monos.
I fly frequently for work, so I'm always looking for high-quality luggage that can withstand heavy mileage.
I've owned a couple of Monos pieces previously (the carry-on, which I've barely used, and the weekender bag). I do absolutely LOVE the weekender bag and usually use it as my carry-on, since I've had issues with some airlines' carry-on size requirements.
I decided to splurge on a large checked-in luggage, because I thought it would be a worthwhile investment.
As a frequent traveller, I know to baby my luggage, so for the TWO times I used my checked-in luggage, I never overpacked, always locked the zipper, and never rolled my luggage over cobblestone, etc., etc.
Well, I was unpacking from the second time I used the check-in case, and the zipper came off the track. I was shocked because I had packed lightly AND this suitcase was barely used.
No sweat, I thought. Monos has a great warranty, so I'll send them pictures proving the issue, and they'll totally stand by their product.
Wrong. This is the email response I got:
“Our Limited Lifetime Warranty covers the craftsmanship and quality of the parts that matter most. However, damage caused by travel, such as airline handling, accidental damage, being dropped or mishandled, or general wear and tear, is not covered under the warranty.
After reviewing the photos and information provided, the issue appears to be the result of impact-related stress on the zipper. This type of damage typically occurs when pressure is applied to the zipper track (for example, from over-packing, items pressing against the seam, or force placed on the zipper during closing).
We’d be happy to arrange a full replacement for your Check-In Large - Terracotta once a Lifetime Warranty+ has been added. This extended coverage will apply directly to your current claim.
Please note that if a full replacement is provided under Lifetime Warranty+ (Pro or Essential), the coverage is considered fulfilled and will no longer apply to the new suitcase.
We offer two levels of coverage:
Essential Coverage ($35 one-time):
• 1 covered repair for airline damage and zipper accidents
• $50 lost luggage credit
• 15% trade-in credit for your next purchase
• Priority support
Pro Coverage ($65 one-time):
• Up to 2 covered repairs for airline damage and zipper accidents
• $100 lost luggage credit
• 30% trade-in credit for your next purchase
• Priority support”
Apparently, a poor quality zipper does not count as part of their craftsmanship warranty. I am now expected to pay more to replace a barely used product that was supposed to be known for its quality and craftsmanship. A product I paid almost $500 for that immediately broke from a gentle unzipping.
On top of that, oh my god, that insane amount of scuffing for only using it twice. I could not believe how badly it looked after two trips.
TLDR; Monos doesn't appear to really stand by their product’s craftmanship. These are meant to be higher-end, durable luggage, and they are not.
It truly pains me to write a review like this, because I so badly want to see a Canadian company thrive. But I also expect a level of fairness and integrity that is passed on to the consumer.
For that reason, Monos is a hard pass for all the frequent business travellers out there.