I am sent emails and check my account, which tells me I have vouchers to use up as I spend a lot of money in Monsoon. Not for the first time, my VIP card wouldn't work in the store, and I was told to call customer services, whose only response was they didn't know why it was wrong and to take more time out of my day to write a letter of complaint. They are charging premium prices (some of their ranges are hundreds of pounds for a dress) and yet they provide shocking customer care.

I was very pleased with the attention, patience and an eye for fashion which I experienced at Monsoon, Cabot Circus today. I was delighted that the personal shopper came to my rescue and didnt force me to buy anything but instead was very polite in helping me choose which wedding outfit looked best on me. I felt safe in the choice of dress design and colour which she suggested and came away feeling a million dollars. Thank you so much to this lady.

I have recently visited Croydon's branch where the shop assistant confirmed the pair of baby tights would be returnable in 30 days if I wanted to. I bought these tights for my daughter's event but didn't use them, didn't even open the package as it was hot outside and we didn't need them. The shop didn't accept the items saying they are classified as hosiery (actually worn on legs and feet) even though it was visibly clear that the packages had't been opened. I was also tricked into buying 2 pairs instead of one as the shop assistant lied to me and said I could choose later which pair goes better with the dress and return the ones I didn't use.

Monsoon needs to provide stars for negativity and would receive -5. Absolutely awful to deal with. Easy to purchase goods but they arrive all damaged, scrunched and like up rags. Monsoon not interested just want to give you 20% off till the end of the month!!! Hello i just purchased all the items I wanted. Manager was supposed to call me back but never did, called again and asked to keep damaged goods with 20% being refunded for item. Hahaha, disgrace. I really could go on but not wasting anymore time on them. Still to the day no call back, goods being returned into store and never using them again. Advice to all, avoid monsoon. !!

After posting on Friday regarding the lack of service instore -Braehead- i sent a message to the FB page still NO REPLY a blatantly ignorant service ill not use this store again

I took my daughter into Monsoon to buy a dress for a wedding. Found the perfect one, but the hem stitching was com I g undone. Asked the assistant if they had another in stock - no, but was advised to purchase one through the shop, have it delivered home and if it didn't arrive in time at least we had the other and to send the other back if not needed. This is what we did. The dress arrived and all good. However, upon openingvthe parcel, items can only be returned to store! our neatest store is 40 minutes away, a trip we only make when we have a list! Extremely annoyed that the shop did not state return to store as I wouldn't have ordered another and just stitched the hem! So be careful, returns only to a Monsoon shop.

30th June I made a purchase on-line. Having never shipped on line with Monsoon I was unaware of their process and so approx one week after ordering I called my chosen story for pick up and was advised I would receive an email. I waited another few days and called again, to be told wait for the email. Time moved on and approx two weeks ago I contact the number provided on the confirmation of order to be told that I hadn't picked up the goods and so they had been returned to the warehouse and I will not receive a refund. I was told that this would be by 26th July at the latest and to call again if I hadn't received the refund. I called yesterday to be told they needed to look into it and that they would HOPE to h,ace an answer by close of business yesterday. Guess what no success!!! I have called again today and they are looking into it as they have not received the goods back from their store to the warehouse. So as the customer I am with outs goods or refund! This is disgusting and I would not recommend anyone using this service. I have spent time and money making calls to try to resolve this. Very very very dissatisfied ex-customer

Had the ideal customer service experience today with a lady in the Durham store. We had several questions regarding several different products for our daughters naming day and for others we were buying as gifts. We had her running up and down getting different sizes and when they didn't have something in, she ordered it online for us. All the while she was really personable, positive and provided excellent advice. A totally relaxed and enjoyable buying experience that was fun and led to us getting exactly what we wanted without us fully knowing what that was when we walked in. A great example of how to do it; on the back of this we will no doubt return to Monsoon, especially to this store. First class.

I ordered two items from monsoon online on 9th March. One item was a blazer to wear to a familywedding on the 24th March. The website stated delivery times of 4-6 working days for Eu countries, I'm living in Ireland. So I thought this is great I'll have it in plenty of time. A few days later I received an email telling me that my item was dispatched and would be delivered between Monday 13th and Wednesday 15th March. On 19th March no package arrived so I emailed customer service to enquire as the wedding is in a few days time. After many emails back and Forth I got absolutely no satisfaction, only to be told that an order can take 20 days from dispatch date to arrive. What I can't understand is firstly why did the website state delivery 4-6 working days and secondly that my order should arrive between the 13th and 15th when obviously it had by even been processed. II asked for a refund so I could purchase a different jacket for the wedding but they refused as the order had been dispatched and I could only get a refund if I returned it. Monsoons customer service is rubbish, I will never purchase anything from monsoon again .

I ordered three weeks ago, received nothing, wrote to customer services, and a response 3 days later saying it was on its way. Again, nothing arrived, I wrote again, and no response at all except a generated email apologising for lack of response as upgrading their online system. Ive written a third time, as Im not going to phone based on reviews, insisting on a refund and my customers rights. if need be I will get a lawyer onto it, as I've spent £190 on this order, (yes, Xmas presents too!), and they have made no response to me at all. Really bad customer service, and they have alienated one more customer from ever shopping there again. Even in-store.

I didn't receive my order after 8 days of waiting. I have contacted the customer service and they couldn't be in touch with the driver/courier. I was expecting the parcel on Friday 18th and stayed home all day but apparently the parcel has been delivered to a wrong address and someone signed and received goods that were not destined for them without looking at the label. called the customer service and was told that I need to wait for another 3 days until they find the courier. Never had such a terrible experience with another shop.

Firstly I ordered a dress online money was taken had an e mail 2 days later to say out of stock. Secondly when I checked my reward points said I had 194 points £10 when I went to purchase a children's dress £38 asked for points to be taken off then told card was invalid I purchase all my grand children's clothes so I know that card is valid

went into the reading store today to return a wool dress I bought less than a week ago as it was bobbling everywhere, I had only worn it once and didn't wash it as I know sometimes they will turn round and say it's my fault for not washing properly. Well went in, laid it out on the desk to show the lady and told her I would happily exchange because I did love the product. Her reply "clearly you have no wool products in your wardrobe as this happens naturally all the time". The attitude received was truly disgusting and when I asked how I could prevent it, I got the same attitude. She made it clear she was reluctant to give me a refund, even though I had my receipt and by law if a product is faulty a customer has every right to return the item. Never again am I shopping there, staff are too up themselves.

Absolitely shocking on-line service - it takes 7 days to receive your goods even when using click and collect. Why can other stores (John Lewis, M&S) do next day click and collect yet Monsoon takes so long? And when I called to enquire as to why it was taking so long, the call centre agent was incredibly rude and basically told me to put up and shut up .... awful service.

6years ago when social media was not prevalent, I used to shop in the Coventry Branch mainly for the handbags. One day I decided to pop in as I was going to a ball and needed a dress. I had just finished at the gym and had on trainers and a tracksuit and my 1yr old in a stroller. I was followed around the shop for half an hour, of which I ignored. I then asked the attendant who happened to be a manager how much the gown I was. She smirked at me and said," you not be able to afford it anyway"!!!. I was Gob smacked and demanded her name to enable me to write an official complaint, of which both her and another sales assistant laughed at me and said she didn't gave to give me her name and that they would call the police if I did not leave. I was infuriated by this treatment and wrote to head office. The reply I got back is the reason why I will never shop there again. "we are sorry you feel this way and all our staff have a high standard of customer service" totally dismissing the situation. The reason I write this now is because it is very apparent that, Monsoon have not learned from any business strategy on how to improve on their customer service and just ignore the very poor reviews that are given in comparison to their competitors. I am a professional who earns more than the manager of the store...of which is no longer in Coventry thank god!

Monsoon store in Islington at 11am Sunday 11.10.2015. All I wanted was the swap the jacket which I bought day before for bigger size. Shop assistant behind counter was rude, not even smile on her face she made me feel like unwanted customer who came in wrong time she definitely ruined my morning if she doesn't like to work with people why is she doing this job? I never made complain about anyone before but this time line was crossed, I paid £80 for the jacket so I think I do deserve much better service.

Found my perfect wedding dress online and ordered it straight away. Received email confirming order number. Brilliant I thought... two days later another email saying my order was cancelled as they no longer had it in stock. Devestated and in tears went back on their website only to find my dress,in stock and in my size. I was expecting to receive another email to say it was now in stock but nothing!so rang customer service explained my dress was there on their site and thinking she would say she would reorder it but oh no (that would be good customer service after all)she just muttered something about site not automatically updated.two days on and the dress is still there plain as day.Gutted and very disappointed. Thank you Monsoon.

I visited the Harrogate Monsoon store. I tried a pair of shoes on, one of the assistants found me a matching bag and also came back to the changing room with a selection of matching jewellery. It was like having my own personal shopper. All the staff in the store were lovely. I have to say this is the best customer service I have ever received ! Thank You.