r/Monos

I recently ordered a hybrid medium trunk, great looking bag but just too small when I saw it live. I emailed customer service and received a reply quickly and got a representative willing to help me with an exchange and give me the coupon from the original purchase for the exchange. I replied twice throughout the day to try to arrange a new purchase and return, unfortunately I received no responses. Not a great feeling if you can't get basic assistance post purchase assistance to choose the right for my needs and a return. It a bummer because the bag itself looked really good. Now I am concerned that by the time I could straighten things out it will be too late for shipping.

https://preview.redd.it/s7qothfaw42h1.jpg?width=4284&format=pjpg&auto=webp&s=74e896b47e0f4c76fe5f49f612da668a555eed5f

I would be wary of any company selling $850 luggage with an optional add-on coverage. I wish I was more wary before buying the Monos Trunk. First trip and this happened.

Really keen on get a few trunks! But would happily wait for a sale if there’s one on the horizon? I don’t know if the Canadian store aligns with the Australian one?

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.

 

I’ve been looking at Monos carry-on luggages and was wondering if anyone here has experience with their products and whether it’s worth the price. Like how’s the quality of the material? Thank you in advance for any advice :)

TL;DR: Long-time fan of the luggage, but after waiting 3 months for a cover with zero delivery timeline, I’m getting a refund and moving on to another brand.

I’ve been a very happy owner of a Monos Large Trunk and a Carry-On Pro for a while now, but my recent experience with their customer service has been a total letdown.

Three months ago, I ordered a washable cover for my trunk. Despite reaching out twice over the last 90 days to check on the status, it still hasn't arrived. The last message I got from them was basically saying they still don’t even have a confirmed delivery date. I finally reached my limit and asked for my money back. I can see the refund process has started, but I find it really odd that a company will take your order, collect your money, and then have absolutely no idea when they can actually fulfill it three months later.

It feels like they might be having some internal or supply chain issues. Honestly, I’m done —I ’ll be looking for a different luggage brand for my next purchase. Has anyone else had similar issues with them recently?

My decade old carry-on bit the dust at SFO this week when it cracked. I’m looking for a carry-on bag and was originally going to just get a Rimowa Cabin (mostly for the warranty), but am being swayed by friends who say Monos also has a lifetime warranty.

Admittedly, I do have a (very) small following on social media, and these have been recommended by followers and weren’t on my radar before.

I travel 10-20 times a year for work, so not a crazy amount, but a fair bit internationally and to the US.

Couple questions

1. other than scuffs which is normal; how do these hold up
2. how’s the warranty and customer service
3. any complaints from using these > a year?

I live in Vancouver and have been eyeing the new Monos collab with SIMONMILLER(I love a blue suitcase) in the large trunk. It’s gorgeous. But July just came out with a Cobalt blue that’s stunning. Since neither company seems to run any sort of deals that I can see and prices being equal, looking for feedback on either. I curious if anyone has anything to say either way in Monos latches vs zippers. Do they feel sturdy? As travellers we all know airports are harsh on bags and I’m trying to reconcile that a latch is just as sturdy as a zipper (love the look though). Any thoughts are appreciated.

The good people at Delta put a hole in my Monos luggage. Delta did reimburse me but the price has gone up since I bought it 3 years ago. I want to replace it but I’m waiting for a sale or promo code to hit my inbox.

I have had my Monos set for five years. Traveled all around the world with them, checked and unchecked. My wife got a Medium three months ago. Corner got bashed in on first trip. We tried to salvage and got it back to looking normal. Now on second trip there is a hole in same spot.

Monos won't repair or accept a return, airline says isn't their fault.

We are in LA getting ready to get on an international flight tomorrow night, and are going to Away store to buy as their warranty would have covered this. I was going to give Monos my business forever but I am moving on. Likely abandon the luggage in the hotel.

I’ve been waiting for this color to come back in stock for so long, do we think it is added to their permanent collection or its limited edition like it was last time?