Monsoon

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.

I was very pleased with the attention, patience and an eye for fashion which I experienced at Monsoon, Cabot Circus today. I was delighted that the personal shopper came to my rescue and didnt force me to buy anything but instead was very polite in helping me choose which wedding outfit looked best on me. I felt safe in the choice of dress design and colour which she suggested and came away feeling a million dollars. Thank you so much to this lady.

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.

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.

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. !!

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

I took my daughter into Monsoon to buy a dress for a wedding. Found the perfect one, but the hem stitching was com I g undone. Asked the assistant if they had another in stock - no, but was advised to purchase one through the shop, have it delivered home and if it didn't arrive in time at least we had the other and to send the other back if not needed. This is what we did.

The dress arrived and all good. However, upon openingvthe parcel, items can only be returned to store! our neatest store is 40 minutes away, a trip we only make when we have a list!

Extremely annoyed that the shop did not state return to store as I wouldn't have ordered another and just stitched the hem!

So be careful, returns only to a Monsoon shop.

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

Had the ideal customer service experience today with a lady in the Durham store. We had several questions regarding several different products for our daughters naming day and for others we were buying as gifts. We had her running up and down getting different sizes and when they didn't have something in, she ordered it online for us. All the while she was really personable, positive and provided excellent advice. A totally relaxed and enjoyable buying experience that was fun and led to us getting exactly what we wanted without us fully knowing what that was when we walked in. A great example of how to do it; on the back of this we will no doubt return to Monsoon, especially to this store. First class.

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 .