Monsoon Accessorize Ltd Anmeldelser 

I have just received the most OUTRAGEOUSLY TERRIBLE customer service from Monsoon Accessorize that I’ve ever received from any company.

I purchased a bag and some other items from Accessorize in London Waterloo station. I was in a rush as I was catching a train so bought the items quickly. Once I was on the train I took the bag out and realised it had pink ink pen marks on it and appears to have been used on the inside.

Obviously I assumed this would be a clear case of bringing the damaged bag into a store for an exchange, so two days later I took the bag in to my nearest Accessorize store to show them the faulty item and request an exchange. I didn’t want a refund - simply to have the bag in an undamaged condition that is fit for purpose. The store had the same bag in stock so I took it to the manager and showed her my receipt and explained the issue. To my shock she told me that she couldn’t exchange the bag because in her words “she couldn’t re-sell the item”. Clearly this makes no sense as of course a store would never re-sell a faulty item. I discussed this with her at some length but she refused to offer an exchange.

I then called the customer services number - while still standing in the store. This customer services representative started by telling me that indeed the store should offer an exchange for a faulty item, but told me that the Monsoon Accessorize customer services team "only deals with online orders” (which I find very surprising) and that any issue is up to the store manager’s individual discretion (which I also find difficult to believe - surely Monsoon have policies relating to customer service).

The response of these two individuals is in direct contravention of the UK law, the Consumer Rights Act 2015 and the policy advertised on Monsoon’s own website.

I am absolutely appalled at the service I have received from Monsoon which I always thought was a decent brand and company. To add insult to injury I've just tried to email them and their customer service email doesn't even work!

I placed an order on Friday after the cut off for next day delivery but knew my item should be delivered on Sunday.
So firstly order wasn't delivered on Sunday. When it did finally arrive one item was missing.
Contact customer services and initially they email me to say that have sent the item I received again. Contact them again and they ask for a picture of what was sent then say they will dispatch the missing item and tell me when it's on the way.
They also say they will chase the warehouse about the item sent again.
Hear nothing from them. I contact them again to say the item they did not send is now showing as unavailable on their website. No response it's now out of hours.
Then hours later I'm sent an automatic email saying they cancelled my order! Not only that they will take ten days to refund me for their mistake!
I have bought from this brand many times before but I won't never again. Terrible communication and service.

I ordered two boy’s 4 piece suits. The illustration on the web site clearly shows that jackets are included. My delivery did not have the jackets. When I phoned , I was told the jackets are extra! I have been mislead by the labelling and illustration. It is a con trick!! I might need to complain to Consumer Rights.

I ordered a bag online on 19/1/24 and it was cxld on 22/1/24. It was back in stock on 26/1/24 so I reordered using my £2 Topcashback bonus offer. It was cancelled again even though it was available on the website. I emailed them sending them a screenshot showing them that it was available even though my order had been cancelled twice and all I received back was a lame apology. So. I didn't get my bag and have lost my £2 Topcashback bonus which I could have used on another site. This has also happened on Accessorize many, many times where I even once used a free delivery loyalty voucher which they wouldn't replace. Appalling customer service.

Worst customer experience I have ever experienced. Keeping sending me emails saying I have vouchers and then when I try to use them, they won't work. Contacted Customer Services and they don't answer your queries and come back with all sorts of excuses: expired, you've used them, when I know I haven't used them. Absolutely horrendous and they should be ashamed of how they treat loyal customers and read customer queries and respond correctly and respectively.

Missing items: No offer of replacement or refund.

Delivery arrived with missing items. A very insincere apology was given on the phone. I was then told I would have to wait for an investigation in the warehouse. This can take up to 72 hours. Meanwhile, I'm left without the item. I have not been offered a replacement or refund.

The customer journey has been sub-par to say the least.

Wish there was an option for zero stars. Customer service appaulling. Ordered clip earings for my 4 Yr old daughter as part as her santa presents 2 weeks before Xmas .they still have not arrived. I emailed a man named conor who said xmas eve will be another 3 working days which is to late. I asked for a refund wasn't given one . Please avoid ordering from these guys I had to tell my daughter santa had no earings left. Thanks monsoon

I have sent 10 texts requesting a refund. I sent two jumpers back. Only one was refunded. Absolutely terrible. Will be taking it forward. They had the nerve to say they had resolve the problem
Terrible

It is a busy shop, which makes it not easy to manage and the customer service is very poor.

Absolute shambles. After ordering items that came to £57 on one order the order came in three separate packages and deliveries. Such a waste as they were bikini tops and a bottom ! I was informed that it was coming in 2 and contacted c/s and was advised a third was on its way so I had to wait in for a further delivery. To add to this the items came with a marked down price to what I had paid, one had a sticker over the markdown but you could clearly see the red ink. To the c/s agents defence she asked for an image so she could rectify things if I kept the items. I place a return, as to be honest I was a bit miffed this had happened. Today I checked my bank account and I have been refunded £17.50 and £22.50 I called c/s and she has said that the rest of the money will follow within the next few days. Why ....I clearly paid you £57 on my initial order ? I'll watch my account.

Speed of service

Ordered jewellery online and it was delivered the next day. Order was in full, on time and in packaging which protected the integrity of the products.

Beste mensen

Ik heb alle artikelen die ik gekocht heb bij monsoon geretourd en hiervoor vanuit Nederland €25- retour kosten voor betaald. Tot op heden heb ik mijn geld €130- niet terug gekregen. Ik heb meerdere malen via de mail contact gehad met monsoon zij geven aan dit hebben over gemaakt maar de Nederlandse bank geeft aan dat het geld niet over gemaakt. Ik word niet serieus genomen en hun bewijslast is nihiel. Ik sta op het punt om juridische stappen te ondernemen

If I could give 0 star I would.Such a lier that no one was at home while during this time we stayed near by front door and sorting storage out so we don't miss it.My neighbour CCTV we checked no one came at 5.19.Big Liers

I BOUGHT ITEM FROM MONSOON WHICH I WILL NEVER SHOP AGAIN FROM IF THEY ARE USING CHEAP AND LIERS COURIER SERVICES.

Monsoon also own East Clothing and they are just as terrible. Have proof of return and they will not refund me. They are avoiding my emails. Reported to Trading Standards and to on-line fraud with the police

Words fail to describe the poor quality and if you attempt to seek a refund you will be largely out of luck if you haven't preserved the receipt or order number? Very poor indeed - never again!

Unbelievable customer service! After sending a dress back with proof of return Monsoon have not and will not answer my emails!!! Beware, do NOT order from this company!!!

I just want to let you know that I just had a very rude experience with your sales lady in your shop at Stansted airport, London. I love to go to this shop when I’m flying and I know my friends do to, but it’s not very likely that we’ll do that again.

I bought 4 items that were on sale and when I payed I gently pointed out that I think she added it up wrong but she just brushed it off and I felt stupid for even mentioning it.

But then I left the store and went through my receipt and calculated everything and she had in deed counted it wrong. I went back and kindly asked her to review my payment because I was sure now that I had overpayed. She got really angry and said You know what I’ll just refund the whole purchase to which I replied that I really liked the items but I didn’t want to pay more than I was supposed to. And walked out of the shop disappointed and offended.

The reason she added it up wrong is because she took it on herself to calculate the discount. Three of the items were programmed as 50% off but sold at 70%, but the 70% discount hadn’t been programmed in the computer yet. Because of that she first scanned the items which automatically made them half price, and then she added a 20% - which is NOT the same thing as putting 70% off on the full price.

This is about very little money (to me, but to other it could mean more) but she probably had been doing the same error to people all day. And also - I would rather have been refunded those £1.6 and given them to charity or someone in need. And definitely have been treated way nicer.

Always buy my daughters clothes & coats from here their quality is unmatched.

Nearly 4weeks since I've sent back the returns parcel, still no refund.

Visited the store in Welwyn Garden City today to exchange a dress. Both of the sales assistants were very rude and really couldn’t couldn’t be bothered to help. Looking at the reviews on here this brand needs to be turned around. It’s a shame, I have always loved the brand and the clothes, but not lately. Terrible customer service and dresses that aren’t brilliant quality for over 80.00. Will not be back - prefer comparable brands where my custom is welcome e.g Hush and Boden.