Clubmonaco Reviews

Very disappointing extremely frustrating

Very disappointing extremely frustrating I spend thousands at Club Monaco each year as their clothes are made for me On a recent trip to New York I tried on a romper got chatting with the staff member Julian and told him I d sleep on it I came back the next day and Julian was there I told him I d take the romper so he grabbed it and wrapped it up I returned to London and unwrapped it to find a large printing stain on the collar and down the upper back section of the garment It didn t wipe off - looked like the stain was in the fabric itself It was a plain single coloured pale blue romper so was quite obvious I went to the London store to get advice on what to do to exchange the item They were EXTREMELY rude The guy looked at me unexpressively and said I can t help you He may as well have walked me out of the store I felt so unwelcome like an inconvenience The romper was 300 US not cheap as any customer let alone one who spends a lot at the company I expected more In fact Club Monaco as a retailer are legally required to sell goods in good condition etc I told the sales guy you can t seriously be sending me out with an item that was sold to me in unwearable condition that has an in date receipt and tags on He said it was sold to me in another country and they don t stock the item in their store so they can t take it Obviously I d done nothing wrong and the lack of empathy for the fact I may as well have thrown 300 down the drain as well as the lack of solution troubleshooting for a customer was wild His manager came over and by then I was visibly frustrated with the lack of care or concern I was receiving so she assumed I was an awful customer who was in the wrong and immediately came to her colleagues defense and was also horrible to me Not once at that point did they say I m so sorry that happened to you while we can t exchange something brought from another country let me see what other solutions we might have It s not hard if you can t treat customers with respect and care especially when they ve done nothing wrong but spend money at your company even if it is detached from its international counterpart then you should not be in customer service When they realized I wasn t going to leave the store like they wanted with absolutely no advice support or suggestions they suggested I contact their customer care people and provided the email address I m not sure why it had to get to that point before a suggestion was provided They know their internal systems I don t a little advice please it s your job Alas then nightmare really began Then goes dozens and dozens of emails back and forward a different person each time each asking me to upload all the photos etc I d previously uploaded even though it was in the email chain Every 24 hours that passed after my last email they asked me to reconfirm my personal details so they could ensure they were talking to me so by the time I did that and they responded again another 24 hours had passed and they needed me to confirm my details again Circles I can t Every now and then I d get a semi-helpful person who would try find a solution but they d disappear and the solution would fall through This went on for literally months Despite none of this being my fault it was a manufacturing fault with the print and a staff member who I m very sure saw the stain and chose to sell it to me anyway I won t go into why I now know as this is long enough I offered to pay to post the item to the US at my cost so they could exchange refund or credit note for me I offered solutions told them I was flexible to work within their policies I just didn t want to be left with nothing and 300 down the drain They didn t care didn t try Last week I decided to give up and got it dry cleaned but as suspected they couldn t get the stains out - it s in the fabric So here I am frustrated exhausted and defeated Worst I m sad that on principle I won t be buying from what was my favorite brand anymore I can t support anyone who would treat other humans this way and operate against the law and their responsibilities to provide goods in fair condition

AVOID

Would give less than one star if I could Quality is rubbish and service is even worse Stay well away

can t mail in return ordered by online

can t mail in return ordered by online can only return to store

Never received item

Never received item Order has been stuck since a month and no firder update Service wont answer my email asking for a refund Complete silence I feel ive been robed Would definitly not repeat or recommend

I ordered a skirt online

I ordered a skirt online - it was too small I received a discount to purchase it online There isn t an option to exchange it online Instead I have to return the item and reorder it in larger size I forfeit the discount of the original order because I was the one who made the mistake in ordering the wrong size according to the store manager Prudential Boston I called the nearest store to me and asked them to hold the larger size for me The nearest store is an hour away from me She said she couldn t hold it until the weekend due to their policy risking the sale of it in the meantime Today is Wednesday and I work full-time I don t know of any retailer who makes it so difficult to purchase merchandise So much for supporting the working woman I am NO LONGER A CUSTOMER

never got my order

never ever order online from Club Monaco They cannot manage to deliver a simple one-item order I never received the package and then was notified that it was returned to the sender I am now trying to reach customer service and it is impossible a waste of time

Refund not received

Refund not received Mailed back two items 3 weeks ago Didn t received my money back yet They sent a email saying I would get it in 14 working days But nothing I wrote an email but they didn t respond What can we do in a case like this They re robbing people I won t shop there anymore Order no CM-02885121

its been a nightmare

its been a nightmare One time i ordered a blazer and they sent it to me in the wrong color and they wanted me to take a picture to prove it was the wrong color and send it back so strike one sending me wrong color blazer Strike 2 starting a new job where business formal is required I ordered a lot of clothes and almost a month later I reached out and said I never got them They wanted me to wait longer before I could get my refund so I waited a few more days and finally just decided to call and it takes 10sh business to get my money back Then the next order I placed I was waiting around 3 weeks and checked the website and it said the items hadn t even finished processing so I emailed customer service and they said they would cancel the order and issue me a refund Well a week later I get 2 of the 3 items I ordered that were supposed to be cancelled I was very annoyed At this point I wanted to be done with club monico so I was just going to return it all since I had bought other items in this process because again I needed these clothes for my job Wanted to charge me an 8 return label to return the items I asked to be cancelled so after an hour of talking to someone over chat they finally sent me a label for free return shipping I will NEVER shop online again I don t know what happened because I never used to have such horrible issues with this store and I do love their clothes and they fit well but I ve had enough Never again They also never used to charge for return shipping I used to live over 4 hours from an actual store so I was so happy to order things and be able to return what didn t fit or return for a different size but now they want to charge you Such a shame