Absolutely terrible company to order from! I tried to order last Thursday - the order could not be processed. I tried twice more and again, the order could not be processed. I then checked my account and the money was taken and is now 'pending'. I emailed the company twice and no response still. I am based in Ireland and cannot get an answer on the phone line and I am not waiting 10 minutes to speak to someone.
I tried to order again today as I desperately need shoes for my flower girl and AGAIN - no order processed and money taken from my account and is pending. I have emailed again.
I am furious to be honest as quite a lot of money has been taken from my account and I cannot get it back. Such an awful company to deal with. I will never shop here again.
Review by Berzah4 months ago
I would give zero if it would let me. I have shopped at monsoon for years. I have encountered multiple issues of late with online shopping so something is going wrong. I have been waiting for nearly two months for a refund of a returned part order and no joy from customer services whatsoever. What's happened Monsoon? The service has been terrible since Christmas. Looks as though online is not the way to shop anymore. Such a shame that a big brand such as this has lost all credibility
Review by Manaid4 months ago
I Just want to say how helpful and professional Bernadette from the High Wycombe store was. A few weeks ago, i was with a colleague trying to source an outfit for a wedding. Bernadette was so helpful that my colleague brought her entire outfit from the store and looked amazing in it.
Review by CustomerAde4 months ago
Every year from Monsoon. I buy a pair of white linen trousers (can never find any in black) and dye them black. This year I have had a problem and when I looked closely at the label found that the Emma Linen Trousers are not linen but a fixture of cotton, composite materials and a bit of linen. I went into one of their branches and was told I should have looked at the label first. I bought the on line where they were clearly advertised as linen. Until this I have always been happy with Mnsoon.
Review by Waynos Hugaert4 months ago
*Update re the reply from Monsoon*: I couldn't access the funds for a significant period of time. It didn't matter to me, where the funds were, I just couldn't get them. If I had to pay rent during that period...I wouldn't have been able. Again, my bank has said that if you had contacted your payment authorisation company and done something about it, my bank would see some kind of notification telling them that you were not intending on calling on the funds, at which point my bank said they'd give me access to my funds again. My bank insists that this is something that monsoon could have done. I am much more inclined to believe my bank and not Monsoon.
£300 order wouldn't go through online, rang customer services, they tried to do it over the phone, tried two cards. Wouldn't work. Then I rang my bank, turns out the order had been authorised from that side so it was purely Monsoon's issues. Monsoon have taken nearly £1,000 from my account and they said I might have to wait 10 days to get that money back. That is a long time to keep someones money when it is their fault. My bank have said that if Monsoon do nothing (i.e. don't call on the funds) then I'll have it back in 3-5 days. But if they do something (reverse the payment through their payment authorisation people) then I can get it back straight away.
Monsoon are refusing to do that. They've actually said I might have wait up to 10 days. I've been begging them to contact their payment authorisation people to reverse the payment as I need that money in my account (otherwise I'm in overdraft paying fees and interest). They have refused to do it saying that they use a 3rd party. My bank has rightly said that they 3rd party are a company, with humans, with telephones, so there is no reason why they can't contact them.
I don't know how it is legal for Monsoon to do this???
Review by Randolin4 months ago
I have never encountered a professional scam company like Monsoon. I ordered 2 coats online, returned them and awaited a confirmation of receipt. My Track & Trace mentioned it was received by Monsoon and signed off.
In the meantime, I still did not receive any confirmation.
After contacting the customer service, the matter became only worse:
- They kept apologizing and mentioned (in writing) that the refund was processed
- When I didnt receive the refund after 3 weeks, someone else from the customer service mentioned, this was never processed and they don't have to authority to do so (so basically I was misled by the previous lady).
My package was received and I can proof it, but whether they lost it, or someone of Monsoon just took it remains a mystery. And In the meantime I need to keep calling customer service every day for a status, because I've been lied to. It's a disgrace and an absolute scam.
If you want to give you money away and never see it again, buy online from Monsoon..
One of their mail messages:
Thanks for your call,
I can confirm that your refund will be processed today, we kindly ask that you allow 10 working days for this to show on your account.
As a gesture of goodwill, we would like to offer you a 20% off discount code to be used on your next online order with Monsoon Accessorize.
To redeem this discount code, please enter: CSMAR20 in the ‘Promotional Code’ field at checkout for 20% discount off your order. Please note, this discount code is case sensitive, can only be redeemed once and will only be valid on full priced items. The discount code is valid from the 24th of February to the 31st of March.
Again, please accept my sincere apologies for the inconvenience this has caused and thank you for your patience.
If I can assist with anything further, please do not hesitate to contact me.
Customer Service Advisor
Monsoon Accessorize Building | 1 Nicholas Road | London | W11 4AN
Update mail Monsoon 19/3 - which makes it even worse than it is, since they are recommending whether I can find an answer to why they don't pay customers their money back on the FAQ section on their website.. :
Thank you for contacting Monsoon Accessorize.
We will respond to you as soon as we can.
In the meantime, you may be able to find the answer to your query by visiting the frequently asked questions section on our website. =
We thank you for your patience.
Monsoon Accessorize Customer Services
Review by Nashaun5 months ago
Florence dress was a keeper as soon as I saw it!
They didn’t have stock in the Westfield London store but I was able to order the dress online. Got cashback via Quidco and found a 15% discount voucher online.
Dress was LOVELY and now can’t wait till my holiday to wear it.
Thank you Monsoon!
Review by Brogo5 months ago
Terrible customer service from then. " Nicola" is extremely rude and don't answer the questions. How come a company accepts someone like that? She closes the chat whenever she wants and then she returns with the same attitude to close it again.
Review by Solihull Iluyemi5 months ago
Extremely disappointed with on-line customer service.
Chased up order for 17 days (spoke to 4 different advisors and manager) and it had still not been delivered. Was only told order not been despatched due to "IT issue". Eventually gave up and cancelled order, demanded full refund as got no help from anybody and nobody was willing to take ownership to resolve the issue.
Rest assured will not be using this company again in a hurry.
Review by Nellya5 months ago
I give a start because you can't give 0. Around 2 weeks ago I did a big order to their web, I was charged and the items were dispatched but they never arrived to the collection point (one of their shops). Since them I tried to contact them by email, Instagram, phone and live chat. Finally the answer to the live chat (not to any of the other methods) and the lady cut the conversation without explanation or solve my problem. Finally I was talking with a guy that ask my phone number to tell me what is happening I hope that they solve my problem or give me my money back soon. This behavior is NOT acceptable.
Review by NRimmington Ørndrup5 months ago
Monsoon Customer Service is appallingly poor. They ignore emails, most of the time Live Chat is off line (if you do get on Live Chat 'it cuts off' mid-chat), emails when received do not deal with the questions raised and they refuse point blank to call back. I have an issue ongoing since January (in relation to problems they had with their IT system in December) and they have still not sorted it... they at one point apologized and promised to rectify it, but to this day I am still trying to get it resolved. The amount in question is £130, so it's a big issue to me :-(
Review by Jeffro Parul5 months ago
Tried to buy a dress for my wedding and went through the online ordering process to no avail.
Their system was obviously down as i tried 3 times and now have two payments pending on my credit card and no dresses and have now seen they are all out of stock.
Poor ordering service and total lack of customer service as its everyone's fault but theirs! Tried to say my internet connection was issue but explained used two different IP addresses to do order and it cant have been both.
Seriously more stressful than it had to be and i can assure you i wont use them again if this is indicative of their customer service
Review by Heiz5 months ago
Shopped in the Milton Keynes store, Laura was an absolute joy, so helpful without being pushy, friendly and very approachable. I didnt have a Rewards card so she set one up for me, then helped me with my choice of flower girl dress and accessories without rushing the process. I had just come from a large department store where service was terrible, what a huge difference. Great selection of dresses and sizes in store so one happy customer.
Review by Shamshed5 months ago
Absolutely rubbish! I tried to place an order for £319 five times and no luck! Spoke to my bank and nothing wrong with my card, then contacted Monsoon and was told they were only accepting PayPal payments! How on earth is this even possible! Unbelievable!
Review by Mansimer5 months ago
I tried my dresses on and Charlotte was really helpful in advising me on the correct size to choose.
She was polite, helpful and not at all pushy.
Review by Shweta5 months ago
Where to start? I love Monsoon's clothes, but their online customer service is just awful.
I have had an ongoing issue with my reward card that has been going on for over a year now. I have contacted them several times via various means and every time they have taken days and days to respond, or have not responded at all. After waiting on the phone for something like 45 minutes in January, I was told a new one would be sent out. Still nothing and it's the end of March, despite having chased them up.
I've complained about the situation and all they've said was: "We'll pass it on". Really doesn't make you feel valued.
Recently, I've received about £150 in multiple giftcards for my birthday and went to make an order online. Turns out you can only use one giftcard per transaction. Totally ridiculous. Each of the giftcards is about £25 in value, and considering monsoon's prices, I would have to pay out of pocket to be able to use any of them online. I messaged them about this a couple of days ago and have had no response. They have an article about it on their website, but it literally just says: "You can't use more than one giftcard online" WHY??? That's not a reasonable response. Totally unacceptable.
In this day and age, with high street stores dying left right and centre, Monsoon don't really deserve to survive at this rate.
Review by Ashling Wormser5 months ago
Went to the clapham junction store after a bad day at work and was helped by a couple of lovely staff, particularly Sandra. Really friendly and helped me by getting some new colour choices that had just arrived. Cheered me up all round...even if I did spend too much even with my birthday voucher. Thank you team.
Review by Sibhekile6 months ago
I visited the Yeovil store today, the assistant who was temporarily covering the store was from Taunton. I could not have been happier with the service I received from her. The lady greeted me shortly after entering the shop and when I had chosen two items to try she took me to the fitting room making general conversation about the products and the new wardrobe lines.
She also assisted me at the till and because of her I took out a loyalty card.
Review by Jrod6 months ago
Oh my god, this must be the most frustrating contact centre. I have asked for a call back as well as the supposed “live chat” which isn’t live (sent me an email to say they had my query). I have tried ringing Bluewater monsoon 14 times and no answer. The problem I have is their fault as they sent my collection back early. What did the store say ring well always hold for longer !!!! If you can get through. On a good point the staff were nice.I have always loved monsoon but not sure will ever use again 😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡
Review by Shraolga6 months ago
Had a pleasant encounter with the staff,very polite and friendly ladies!
Review by Jgilmore6 months ago
Glades Bromley Slimming world invite. 1st time of shopping at monsoon and throughly enjoyed it. The knowledge the staff have is amazing and they were very honest if something didn't suit body shape and style. Lovely range of clothes and so many pieces to mix and match. May very well be my new best store.
Review by Triker Brittaine6 months ago
I visited the Truro store this morning, to find a suitable dress for a special occasion. I was assisted by Gemma, who was extremely helpful, advising me and bringing shoes to try on to gain a better idea of how it would look. She couldn’t have been more helpful and is a credit to your team. Will visit again.
Review by TiochaidharLa Sebode6 months ago
Placed online order 19/01/19, Money taken dispatch email received .. today I chased up my order 29/01/19 and was told package was damaged and returned... what a load of tosh !
good reason why they DON'T SUPPLY TRACKING DETAILS,CUSTOMER SERVICE a joke.
Would like to of been told my order was not going to be fulfilled, even after legally you formed a contract when you took my money and dispatch email received... AVOID AT ALL COST'S
So please explain why payment wasn't taken until the 25th Jan, when according to you order had already been dispatched... After my complaint the money was refunded on the 30th Jan !!
Review by Sepam6 months ago
My friend and I went into Monsoon in Leeds town centre as I had bought my grandaughter a dress which I had to return as it was too small.
The young lady, Jade, working there could not have been more helpful. She offered a full refund but when I said I would like to buy my grandaughter a different outfit Jade offered advice about what was available and what would look good together.
Thank you to jade for a lovely shopping experience and thank you to Monsoon for employing such lovely staff.
Review by BBigelow6 months ago
Ordered quite a few girls dresses in the sale, as they are fantastic prices.
Annoyed that the online quantities are not correct and some got cancelled.
Also, you find at times when you order one as they have stock again the money comes out from your bank account but no order is placed and then left without the dress and takes days for the money to bounce back.
Quality of the dresses are amazing and they are beautiful.
The coats look amazing however, buttons fall off, please address this and also, after one or two washes the coats material goes funny. Which isn’t good when you are buying them for a toddler as they require a wash after every wear.