Monki Reviews

I’ve never had a problem with Monki before until today . Sent 2 items back and only received refund of 1 item . The reason I’m giving 4 stars is the very fast response I had from them . I sent an email with my complaint stating order number and refund number and my issue . Within half an hour I had a phone call and my other item was refunded within the hour . I’ve never had an issue resolved from an online retailer so quickly before.

Placed order on 19th April. It is now 9th May and order never arrived. Now I’m being told refund will take 30 days because I made payment via PayPal. No other reputable retailer takes that long to refund and after reading reviews I don’t even think I’ll receive that refund. The customer service agents sound like bots. Can’t give a direct answer and continuously repeat themselves like a stuck record. Spoke to a sad one called Rich. They also don’t sound very smart. I only ordered with them because they are affiliated with H&M somehow and I’ve never had problems with H&M. I wish I would have read the reviews first because I would steer clear of them. Don’t be like me. Take your business elesewhere unless you want to be kept waiting and be messed around. I wouldn’t be surprised if they’re laundering money which is why they delay and tie up people’s money for long periods of time. Will be reporting them to the ombudsman and more people should do so, so they are properly investigated because this is all seeming VERY scammy to me. Run me my money back ASAP Monki because I’m not letting this go! 🤬

My daughter ordered a coat online but didn't like it. She immediately returned it, over 2 months ago, but she still hasn't had a refund. Initially, Monki Customer services were responsive, asking us for more info, proof of postage etc, but since providing evidence of having returned the coat, they have stopped acknowledging or responding to any emails we send.

Like WOW! Monki online have the absolute worse customer service I have experienced, EVER! I ordered some jeans via the H&M website and wanted to return them, but had to do it via Monki, despite buying through H&M. I went in the Live Chat and encountered the rudest, most ignorant and obnoxious excuse for a customer service agent EVER, called Ali. I don’t know where they got this entity from, must be a skip! He had no manners or professionalism. He fobbed me off, ignored my questions, gave me a fake number for a supervisor when I asked for a senior person, (the first time) and the second time, said there was no supervisor and cut me off three times in total! He has a terrible tone in speaking to customers. Absolutely vile! I had to call the Monki shop in Sheffield to get matters sorted. They were absolutely wonderful! :0) Literally like night and day. I tried to find out where the Monki head office was. They are attached to H&M, who I’ve made a complaint to them. DO NOT BUY ANYTHING ONLINE FROM MONKI or via the H&M website. It isn’t worth the abuse and hassle. It looks like it’s owned by H&M, but the customer service of Monki is nothing like H&M. Monki needs cancelling!

Love the style of Monki clothes and they're good in general, but AVOID any knitwear! Only had 2 knitted items (one jumper and one cardigan) from here and both started to unravel within the first few months of owning

I have ordered SO many things online from Monki. Most of the clothes are good quality for quite a low price, they often have sales online so you can order nice things at a discounted price. So far, I haven't had any issues with this company and I would say I have ordered online from them at least 15-20 times over the last 3-4 years. I have had to send a few things back that haven't fitted well or haven't suited me and have always received a refund within an ok timeframe. I love the styles of the clothes, I have quite a few black dresses that I wear for work, casual sweaters and tank tops, jeans, nice work trousers and shirts, sturdy but cheap organic cotton tote bags with cool patterns that last for YEARS and other random things such as socks and black tights. I would definitely recommend this company. I have had to chat with customer service online a few times about a missing parcel lost by Evri couriers and receiving a refund for an item that I swapped for a different size after an online sale had ended and I had to order a replacement smaller size online at full price. The refund was sorted within a week so I would say the service I have received has been very good for such a large company. I find Monki to be quite responsive to enquiries and reasonably helpful. Most recent order number 1030786160. I am surprised that Monki have so many bad reviews!

Ordered a coat from Monki, never came! They issued me a refund without any explanation of why my coat was never delivered. Would never order again from them.

‘Ali’ who picked up my live chat conversation is by far the worst customer support representative I’ve ever dealt with. I tried to place an order a couple of hours ago, but Monki redirected me during the checkout process, resulting in an incomplete order. However, I have still been charged for this order without any confirmation that it actually exists. Ali wasn’t at all interested in helping me, showed absolutely no kindness or empathy, offered no explanation and no apology, and to make matters worse, went on to attack me personally, calling me “rude and judgmental” because I continued to ask them to answer my questions! I work in customer service myself so I know what it’s like to deal with difficult customers, and I certainly wouldn’t put myself in that category. If Ali thinks I’m rude, I dread to think how they deal with anyone else. I’m absolutely disgusted at this disgraceful experience and even as a long-term fan of Monki, will never shop with them ever again. I am thinking of reporting Monki to trading standards for this unabashed violation of my consumer rights. I have been charged for an order that doesn’t exist, and all Ali could say was that I “might receive an email” in 3-4 days. What sort of email? Am I getting what I ordered or am I getting my money back? Absolutely infuriating and has totally ruined my evening — I now have a severe headache!

Customer support is terrible. I placed my order on 3rd Feb, it's now the 19th and I'm still waiting for it to arrive having received multiple emails from Evri saying it's out for delivery. I've contacted Monki customer support 3 times, they don't care. I just get a generic "we've contacted Evri for more details, bye". I just messaged the current support person saying I hope this gets resolved ASAP and was met with a sarcastic "have a nice day!" (not actually acknowledging my frustration or offering to help). If this ever gets resolved, I will never shop with Monki again- not that they care!

I have never experienced customer service like it. There is no desire to fix a problem and are shady and lacking in their business practises. Money grabbing is all they care about. The quality of the products has also lowered massively - very cheap and over all not worth it. Save yourself the energy and do not order for here nor support an awful business.

Cute prints and making an effort with body diversity in their model choices, but still need more information about their production and wether their garment workers are getting paid a living wage.

TLDR: very poor customer support, item was not fit for purpose and did not live up to expectations.

I’ve been a loyal customer of this brand for a while now and have been very happy with most items received.

After much searching, I purchased a pair of denim shorts for an upcoming holiday. After only a few wears, the shorts tore just by the back pocket!

I emailed customer support to explain the situation - I’m unable to return the shorts, but I also had to do a simple job of sewing the hole shut, to make them just about wearable for my trip. I don’t have a lot of options here!

The team told me to return them for inspection. I explained again that I had to sew up the hole and gave them a very clear explanation to make sure they had fully understood - the item was not fit for purpose and did not live up to my expectations.

Without consultation, they refunded me £3.75 (15% of the cost of the item). No options, no offer of a voucher for future purchases, just excuses and a pitiful refund.

What a true disappointment - think twice before ordering from Monki.

RIP OFF! DO NOT BUY FROM THIS COMPANY
Paid £10!!! for 'express delivery', which took 5 days to arrive. Better yet, they also charge for returns. Do yourself a favour, shop somewhere else and take note of their awful review score which is there for a reason!

** GIFT CARDS CANNOT BE USED ONLINE **
Baffling how in 2023 you are unable to use their gift cards for online shopping but there you go.
Nobody informed me of this when I bought the card in store, you’d assume it would be fine. Nope. No help from customer service either who just fobbed me off with a link to the terms and conditions and a paltry discount.
Great clothes otherwise but move with the times ffs.

Stupid returns system. Impossible to get a label to return items or work out how to get items back. Customer service zero use and couldn’t send link to where to set it up. Suggested I pay to return the items