Newest Review: ... wanted to know why my order had been stopped. It took another 3 weeks for Monsoon to reply, apologizing for what had happened end of... more
terrible customer service
Author Name: sharon9
Advantages: nice style of clothes
Disadvantages: if there are any problems with your items, the customer service dept is rude, unhelpful and useless
I've bought clothes from Monsoon for years, and really love their products.
However, this summer I bought a top that literally disintegrated! The fabric around the neck and cuffs completely frayed after just a few wears.
You'd think with an item that was so obviously faulty, it would be straightforward to get a refund. Not so. I emailed customer services and sent a photo to back up my complaint. After two weeks I got a reply asking me to post the item back (and was told they would refund the postage costs). I posted the top back and waited a month. I then had to chase for a response. I then got a letter (with my name spelt incorrectly) telling me to call their customer service dept so that they could take my card details and refund me for the top (no mention of the postage cost).
It took me all morning to get someone to answer the phone at their customer service dept, then they had to put me on hold to check about the postage. They told me they would refund my card straight away with the price of the top and the postage costs.
After a week still no money in my account. It appeared about 10 days after my call.
No offer of any sort of voucher as compensation for the ridiculous amount of time I had to spend just to get my money back, no offer to cover the costs of the packaging, just the actual postage cost, and most importantly, no real apology of friendlyservice from their customer services dept. All in all it took about 6 weeks just to receive a refund.
After years of buying most of my wardrobe from Monsoon, I can safely say I will be looking for an alternative.
Summary: despite loving their clothes I will never shop in their stores again