written by M1ssSparkle on 30/08/2023
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.
written by Aylinu302 on 20/08/2022
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.
written by JackJohnson on 07/07/2020
Monsoon have to be the worst company for customer service and resolving problems. I've had a problem with my reward card since Dec 2019. December I was told a new reward card would be sent because there was a problem with my old card, basically it didnt acknowledge spending so no rewards- NO NEW CARD RECEIVED. February, BEFORE LOCK DOWN they claimed to have resolved the problem and gave me a new reward card number and pin by telephone saying yet another new card would be sent NO CARD EVER CAME. PIN NUMBER GIVEN BY TELEPHONE REJECTED WHEN I TRIED TO USE IT. NUMBEROUS EMAILS HAVE ONLY RESULTED IN CLAIMS THAT THE PROBLEM HAS BEEN RESOLVED WHEN IT HASNT. THE CARD NUMBER AND PIN HAVE BEEN CONFIRMED AS CORRECT BY MONSOON STAFF AND I HAVE AN EMAIL CONFIRMING IT. IVE TRIED THE CHAT FACILITY ONLY TO BE TOLD THEY WILL PASS THE PROBLEM TO TECH PEOPLE IN IT NOTHING HAS COME OF THIS. I JUST KEEP GETTING EMAILS SAYING PROBLEM RESOLVED - IT HASNT BEEN RESOLVED IVE SPOKEN BY TELEPHONE TO NUMEROUS PEOPLE AND AFAIN JUST SAY THEY WILL PASS THE PROBLEM ON TO HEAD OFFICE, STILL NO REASOLUTION. I ASKED TO SPEAK TO A MANAGER AND WAS WAS TOLD BY CUSTOMER SERVICE PERSON SHE DIDNT HAVE A MANAGER - UNBELIEVABLE! IM NOW TOLD MANAGERS CAN ONLY BE CONTACTED BY EMAIL BY MONSOON STAFF, I CANT OR IM NOT ALLOWED TO CONTACT A MANAGER - SOUNDS A BIT FISHY. MORE EMAILS TO NO AVAIL. FOR 3 WEEKS RUNNING IVE BEEN TOLD THE PROBLEM WILL BE RESOLVED BY FRIDAY BUT EACH WEEK I TRY AND IT STILL DOESNT WORK. IT IS NOW 7TH JULY AND STILL THE PROBLEM HASNT BEEN RESOLVED. DO THE REWARDS ACTUALLY EXIST? I'm just being given excuse after excuse and dont believe anyone actually does anything. NOW LOOKING TO WRITE TO HEAD OFFICE AND COPY ALONG WITH EMAILS AND DATES OF TELEPHONE CALLS TO CEO ON THE OFF CHANCE THAT THIS ISNT ALL COMPANY POLICY WITH REGARD TO CUSTOMER COMPLAINTS.
written by Liz18 on 25/03/2019
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. !!
written by 1957Keating on 05/12/2017
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
written by Taylor-Alt308 on 27/07/2017
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
written by YaelTodd168 on 20/03/2017
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 .
written by Delaney336 on 22/01/2017
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.
written by olGlass494 on 23/11/2016
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.
written by Andersen210 on 25/01/2016
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
written by Warner496 on 21/10/2015
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.
written by Montgomery143 on 16/10/2015
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!
written by AmiraBruce on 30/07/2015
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.
written by pnUnderwood90 on 30/04/2015
I AM ABSOLUTELY DISGUSTED WITH MONSOON. Despite my whole wardrobe being from there, NEVER AGAIN will I shop at Monsoon, I am so disappointed. Appalling website and customer service, team does not communicate with each other and some members are actually incompetent! Cannot believe I wasted so much time, energy, effort and money, being on hold for so long and all of the phone calls were not cheap! Very sad how much stress trying to order my bridesmaid dresses has caused, especially as it is something which should be a joyful, happy occasion! Worst still is my fiance is waiting for 1200 POUNDS to be returned to him THREE WEEKS LATER from the purchase being attempted multiple times online after there being an ERROR. This is unacceptable! I am SHOCKED and DISGUSTED!!!
written by on 05/02/2015
Terrible, just terrible. They provide a phone number but this is never answered. The email address says a 4-6 day response but maybe longer! No excuse for such poor service. Hire more people or hire a better Director!
written by racherama on 07/01/2015
Title says it all! Every product I have ordered from this company has fallen apart within a matter of weeks - I always insist that I won't buy again but a year or so later, thin I'll give them another go - a huge mistake!! The customer service is dreadful. They appear not to care at all about what their customers think or any bad experiences. IU have made a vow this time not to buy again and really intend to stick to it! Hopefully they will go out of business as a company that cares this little doesn't deserve to continue trading.
written by Jrawl on 26/11/2014
Monsoon Online Poor Service. I ordered a scarf and poncho from Monsoon online, both were available and in stock at the time of the order. I asked for them to be delivered to a store for collection 25 miles away. I received a confirmation email to say the items were ready for collection. When the assistant brought out my order only the scarf was there and nothing else. I drove home and checked my online account with Monsoon. They had cancelled the poncho as it was not in stock. I have since complained and have received an email saying my card has not been charged for the poncho. I am totally out of pocket for the fuel and time used in the 50 mile round trip. I would never have just ordered a £9.00 scarf in this way. I am getting nowhere complaining to Monsoon. I feel their customer service is pretty rubbish and though like most of their goods now feel inclined to shop elsewhere.
written by Carleigh360 on 13/11/2014
Bought a number of children's sandals and some of them broke after the first wear. I was indirectly called a liar when I returned to store to complain. Phoned customer service who weren't that helpful either requesting that I post the item to them couldn't be bothered with the hassle so left it. Just lost the heel of my boots on a way to a meeting. I wouldn't bother with their shoes either children or adults.
written by Cailynm429 on 21/10/2014
In SeptemberI ordered a lace cover up for a wedding. Didn't receive a confirmation but assumed that was normal, as my account showed the item had shipped. Waited for an email from the store. Emailed monsoon to ask what was happening, standard reply saying there would be a delay owing to a very busy period. Gave them a few days and rang the store. The cover up was in, great! 10 minutes later I received an email saying it was in store and would be kept for 7 days. 5 days later called to pick the delivery up....it had been returned as they only keep them for 7 days! Shop staff helpfully gave me a number to ring but item was now marked as 'out of stock'. I wouldn't be able to order it until the item was added back to stock. I gave up. I needed the cover up for the weekend. Again ailed complaining, same reply about the level of emails they were dealing with. Still no proper reply though I have had the money refunded to my account. I know because I received an email! Still no explanation or apology though. Don't order anything from Monsoon the service is dreadful.
written by Rodgers376 on 03/10/2014
I tried to order a dress from their website as the shop in question did not have the size and the staff apparently aren't allowed to order it in for you. After eventually finding the dress I wanted (one size up), trying to finalise order was a nightmare. It took several attempts to complete my information, the system kept jumping and deleting all the relevant info. The dress came within the scheduled time. However, although it was only 1 size up, the dress appeared to be about two sizes bigger. Trying to return it was even more difficult. This product was not allowed to be returned to a store but you could take it to a local shop that accepted the click and collect. Unfortunately the shop in question couldn't accept it, as the barcode on the label was too small and couldn't be scanned. Therefore had to go to a post office. In the meantime, I tried to order another dress. This time, the system froze both of my computers. After the 8th attempt I decided not to bother. I emailed customer services and haven't heard anything back. Not impressed at all.
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