February 2022 by Ewelina Idzikowska
I've returned dress 6 weeks ago and still waiting for a refund. Emaild and called Customer Service multiple times- been told refund been issued, even have an email stating my money will be on my account in up to 5 working days(this been sent to me on the 22nd December 2021), called on 4th January-no one could help me with a refund, been told to call on 12th January, then spoken to someone from customer service on 13th January- been told your refund been issued yesterday (on the 12th January) but... Still no refund to be seen and it's 20th January 2022 at this point! Absolute joke this is! I have proof of postage(return), confirmation that they've received package and emails stating refund been issued when it wasn't! Paid £127 and I simply want my money back. I've contacted PayPal and opened case against them as it's absolute waste of time to speak to Monsoons customer service-to say they don't care (nor they have any idea how to solve the issue!) is huge understatement.Update to monsoons reply:My card have not expired and haven't been removed. Your customer service manager simply sent me an email stating that because I've raised case via PayPal you'll no longer communicate nor assist with my refund. Only communication will be onli via PayPal. I will take this further if I have to. Will never shop with yous again. And by the way dress which I've bought from yous supposed to be my wedding dress- that's how much I've trusted in quality of your clothes and service. Wanted to wear it on my special day. Such a shame that you're trying to twist things by saying there was an refund... if there was a refund but it's not on my account where's the money then?! . You've checked twice that refund was issued-well it wasn't! Was it refunded on 22nd December-when I've received email confirming refund or was it refunded on 12th January-which was stated by your customer service team when I've spoken to them on the 13th? Whichone was it? Because with all due recpect I did not received any of them! If I would it would appear on my account as there's nothing wrong with my card. Still the same cards, using it on daily basis.
August 2021 by Nicola Tuckey
I bought a dress online which I returned the same day I received. I have been waiting 5 weeks for refund. Tried to resolve both by phone and email to be told I have to wait (even though Monsoon have had the item for 5 weeks). I asked for contact details to make complaint but they would not provide. Wanted to buy Christmas gift from this company but will not use them again given that they still owe me £150.00
August 2021 by Sarah Rayner
I have an ongoing issue since June 2020 and none of your customer service seem to be able to sort it out!! I have spoken to at least 8 agents regarding this, all of which promise they are going to be the ones who will sort it out and yet I don?t here any more from them!!!I am now at the end of my tether and wish to make a complaint and also wish to speak to head office.Update: have now called head office only to be on the phone for 1 hr 20 mins and recorded message saying they will answer my call shortly!! Given up now!Can someone please contact me before I turn to all my social media platforms, watchdog and Martin Lewis!!!
June 2019 by Blair Kondolo
Thank you for a warm reception.
April 2019 by Jules Barlow
Appalling Customer Service - I recently placed an order with Monsoon and upon delivery found that one of the items had not been discounted correctly. I contacted customer service who told me categorically that I was wrong and the correct amount had been charged. How is this so when the items were at a cost of £19.00 with a 10% discount this should have been an overall charge of £17.10 but no I was charged £18.00. After going round in circles I asked to speak to a manager but the individual did nothing more than keep me on hold for a ridiculous period of time and then tell me there was no manager to talk to. I could have asked for a call back but this was going to be completed within 24 hours, I have done this before on multiple occasions and have never yet received a call back so what was the point in this? I have been a loyal shopper with Monsoon for some 20+ years and after this latest fiasco do not think I will ever bother shopping with them again. The staff in my local shop are fantastic but customer services are absolutely disgusting, the attitude you are given is definitely more the customer is wrong. What happened to the customer is always right and matters should be handled efficiently and effectively, your staff need performance managing!!!!!!!!!!!!!!!
December 2018 by Z Llewellyn
Dreadful. They have lost my online order, and have no idea where it is. They are refusing to refund me until it is delivered back to them!!!! Customer services is a joke. Takes ages to get though on the phone, can't tell me where my order is and will not refund, no supervisor call back as promised, no response to emails (other than automated) the hold message refers to live chat on website but this is just a messaging service. DONT BUY FROM MONSOON.
December 2018 by Radhika Jola
CRM department is clearly in shambles.
September 2018 by Yasmin Koucha
The worst service i have ever received, customer service advisors were rude. Made a purchase online for a large amount, wasn't delivered. Then spent a week arguing with them telling me its been signed for by my neighbour to which they would not disclose the address of. Found out it got send 3 or 4 roads away from my house. Worst experience with online purchasing. Would of given them no stars at all. The only person that actually helped me was the manager. The rest were a waste of time and had no idea what they were doing.
August 2018 by Karen Martin
I first contacted customer services 16th April by phone and continuously since via email. My reward card was not activated to my account so was not receiving full benefits. This was sorted on phone call and was informed new card would be sent out. Despite numerous emails I'm still waiting!!
The excuse I am told is the company they contract to provide reward card are causing problems with delivery of same. Really since April and you have not changed provider!!
I am fed up with so customer service and their poor excuses. I refuse to shop with monsoon while I have no reward card and I have been a regular shopper for many years. One very disappointed customer.
Thank you for caring about your customers and promptly sorting this out - NOT. Obviously the com0any isdoing so well re profits one customer doesn't matter. Sad.
April 2018 by dawn stewart
Very unhappy my daughter did not receive her goods ordered online we have waited 10 days and are fighting for a refund. Very poor customer care and help.
January 2018 by candy floss
My daughter bought me a coat not cheap 6 months later the stuffing started coming out of the hood my daughter paid cash but we could not find the receipt. Monsoon will not refund, even though the coat looks new is clearly Monsoon is clearly my small size and is clearly in good condition and still on sale I will never buy from Monsoon again and photos of this inadequate items is going on FACEBOOK.
January 2018 by Eileen Madden
My husband bought me a beaded velvet dress from Monsoon. It is absolutely awful, the seams look as if they will split, the hem is not level, the material is cheap and it is badly made. I have sent an email to customer services at Monsoon who don't even have the decency to acknowledge - is this because there are so many complaints about their clothing nowadays - it used to be such a great company and the clothes were always well made. Any ideas anyone
October 2017 by Debbie Chaplin
Brilliant company, amazing office
