Club Monaco Reviews

Purchased a suede jacket that never arrived. I had to file a dispute with my credit card company just to get my money back. This business has a long history of taking customer payments without actually shipping items. They continue to advertise and bring in new customers while ripping them off. Stay away from this place at all costs. It's absolutely unacceptable.

My order was supposed to arrive in 3-4 days. They claimed it shipped on May 5th, but a shipping label was just created without anything actually being sent. Now it's been over a week and nothing has progressed. When I asked for a refund, customer service refused and told me to keep waiting. The delivery window has already passed, yet they're insisting the order will arrive. I've asked to see their policies in writing, but they can't provide anything documented online. As an update, I can confirm the package was never actually dispatched. It's surprising that a company of their size would operate like this.

The store shipped me the wrong sweater since they didn't have my size. I asked for a return label but they said their system has been down for a month and they can't generate one. I had to pay for UPS shipping myself, and it took a 20-minute call with a very rude customer service representative just to get the address. Right before I hung up, she mentioned that once they receive the return, they won't automatically refund me and I'll need to call back to request it. Meanwhile, their phone line is only available Monday through Friday until 7pm. This feels like they're deliberately making it hard to get your money back. I'm out $400 for a sweater I didn't even want, and over a month later, I still haven't gotten a refund. The entire experience has been infuriating and unacceptable.

My partner and I had a really disappointing encounter with staff members this afternoon around 5pm. We were shopping for a coat, and one of the sales associates approached us but seemed disinterested and unhelpful. My boyfriend felt like he was being judged based on his appearance. When we found a coat we liked and my boyfriend asked the associate about it, she didn't respond. Instead, she walked away to another area and started laughing loudly. Another staff member took over and quickly dismissed his question, asking if we were going to purchase anything. My boyfriend decided to buy it anyway. When the first associate went back to where her coworker was, we could clearly hear them both laughing from where we stood. We were genuinely hurt by this experience and never felt so disrespected. Your team seriously needs better customer service training and more careful hiring practices.

Online ordering here is pointless if you actually want your stuff. You order online specifically because the item isn't available locally. I took advantage of a 40% Black Friday sale but never got a confirmation email. Three weeks passed, and then they suddenly cancelled my order, saying the item was no longer in stock. That's not how customer service should work at all.

Had a frustrating experience with one of the male employees on a recent visit. He was quite rude and dismissive when I came in. I'd ordered two sweaters online in different sizes since the store didn't have my preferred size, and I needed to return the one that didn't fit. Instead of helping me, he ignored me completely, kept me waiting around, and took care of other customers who arrived after me. Thankfully, one of the female employees stepped in and assisted me with everything.

If you buy online, you can't return by mail. The only option available is going to a store location to process your return.

Unfortunately, mail-in returns aren't available for online purchases. You're limited to returning items at a physical store location only.

I wish I could rate this lower than one star. The fabric quality is absolutely awful and the customer service is even worse. Please save yourself the trouble and shop elsewhere.

Seriously, do not shop here. This is a scam operation. The clothing quality is terrible, sizing runs way too small, and good luck trying to get a refund or process a return. There's basically no way out once your money is gone. The people running this should feel ashamed of themselves for doing this to customers.