Club Monaco
reviews and complaints

Re: Order Number:*** Order Date: 08/24/2022 Returned Received by Club Monaco on 8/31/2022. Up to date, the refund has not been issued. Requested the full amount $411.01 refund be issued immediately.

Hello *** I ordered total of 7 diya sweater And received 3 of the diya sweater so on may 5th, I was issued a refund for total of 4 sweaters. I returned total 3 sweaters and received email for 978.23$ which is the incorrect amount. Pls issue full refund for the 3 sweaters including the tax

I created return request for this order but due to confusion I accidentally put items from another club Monaco order. I talked to customer service agent and asked the package to be returned back to my address. Pls return the package back to *** Thank you

I'm unable to make Club Monaco return to another store without an incredible amount of pushback. I spoke with ***, who created a label with a Westchester return address because they think that's where I purchased the item. It is a shame that a store that's supposed to be luxury will not allow the convenience to return.

The business is issuing gift cards and refusing to honor them in store or online. *** explained that this is a violation of the contract underlying the gift card, and the business has not been responsive. My gift card is $179.67 (***). I am confident this is happening across the business and am requesting ComplaintsBoard.com get involved to prevent this business from wronging other customers.

Returned an order (***) via Fed-Ex. The order was received at the Club Monaco warehouse on September 30th. Their website says that "Refunds will be processed to the original form of payment within two weeks of arriving at our distribution center". I have not received a refund. I have emailed over 3 times and each time they keep extending the timelines for the refund. It started at 15 business days, then an additional 3-5 and now over 30 business days.

I purchased a pair of men's slacks online and the first day I wore them the crotch split. I called customer service to see if they could be fixed or replaced. I was instructed to return them to Club Monaco with the shipping label they provided and they would credit my card account. Today I received an email stating they would not issue a credit as the slacks I sent them were not new and the tags were not attached. I called customer service and they told me in so many words that I was lying about the slacks. They are not only keeping the $160 I paid for the slacks they are not returning the slacks I sent them.

I was given a $200 gift card to Club Monaco. In October 2022 I went to go use it and was told by both store employees (after 30 minutes of phone calls) and then a manager on a customer service line that because the company had been sold, I would be unable to use my gift card until the end of November / December. This is in violation of the terms and conditions on the use of gift cards, puts the hardship on the customer, and temporarily nullifies the legal tender of the gift card (in potential violation of federal law). I was offered simply a 15% online discount usable after 12 business days for my troubles, but was otherwise told that I would have to wait to use my gift card money for an indefinite period of time, no exceptions. This is unreasonable as the gift card is either legal tender or it is not, and internal corporate considerations should not come at my (the customer) expense.

I ordered a black leather jacket for my adult daughters birthday; when the package arrived (Nov. 6), a totally different jacket arrived: plaid rather than black, cloth rather than leather. It definitely was not of equal value (with tax $637.15). When I called *** I was told the ordered item was out of stock a status that still was not reflected on the website. I have to assume the shipper just sent me a jacket sitting in the warehouse. I returned the item the following day (Nov. 7) as instructed in its original packaging with printed shipping label through ***. It arrived at 9:44 am Nov. 10. The $637.15 charge is still on my credit card, and Ive been told Club Monaco needs *** days for processing. This is obviously nonsense. The company is using unsatisfied customers money for a month while customers have no product. ComplaintsBoard.com has similar customer complaints on ***.

Date Ordered: Jul 27, 2021 Order Number: *** Order Total: USD 403.31 The post office sent my package to another address because we have a similar address. When I finally got my package, it exceeded the policy: 7-10 business days of shipping given on the Club Monaco website, so it was no longer needed for me, I wanted to return it. There was an "email us" on their website. I quickly contacted them through this "email us" button. When I contacted them for the first time, it was still within 30 days, but no one responded. I contacted them for the second time and the third time, but no one responded too. I drove for another 40 minutes to the store, and the store gave me a call, Let me call to return the goods and say they will handle it. I called and they said I didn't receive any email from me. they can't return the order to me, but I did send 3 emails to them to request a return. the customer service staff was very unreasonable and said they are not responsible for IT.

Hello,I have an e-gift certificate from Club Monaco for $250. When I went to use it, it was not valid. I called customer service, two weeks ago. They told me that because of the change in ownership, the systems have changed, and the old gift cards did not work. They said a new gift card would be issued to my email address within *** days. It has now been two weeks and no new gift card has been issued. I called again, today, and after being on hold for 40 mins, was told by the customer service representative, that there is no time frame for new gift cards to be issued and she isnt even sure if a new gift card will be issued. I asked to speak with a supervisor, and was again put on hold. Finally the rep came back on and said a supervisor would have to call me back. I called a physical Club Monaco store. They said an e-gift certificate can only be used online, due to these issues, and they are not sure what is going on and dont know when the issue will be resolved. The store was at least apologetic, and very aware of the situation (they said no ones gift cards are working). This is fraud and has now wasted hours of my time.

I placed an order weeks ago. Having still not received a shipping confirmation, I reached out to their advertised customer service. No one responded to their phones, text, email or chat function during the advertised hours. When I finally kept the browser window open while at work, hours later, someone answered the Club Monaco chat. I was told that the package might have shipped, but they couldn't provide any shipping or tracking information. They mentioned some glitch on their end for not deploying a shipping notification. They would not commit to if the items were actually shipped, what was included in the shipment, a tracking number, when the shipment might arrived. The only information I was told was to contact them back in a month if I hadn't received anything.I am highly concerned after giving this company nearly $600 in exchange for lies, unfulfilled orders, and absolutely no communication or accountability on the merchant's part. I suspect I have been scammed. This merchant is untrustworthy, dare I say predatory, with the daily solicitous emails and text notifications to keep buying, yet fails to communicate, deliver any of what is promised. This needs to be investigated. And I need my $600 back.

I just want to express my disappointment in my order. I ordered this back in Sep 4 and no shipping information or order status was provided. I called in a week after and the customer service agent told me that there has been a change in the system and that the status are not being updated in real time online. She did confirm, however, that my order has been shipped and that I should expect to get it soon.Fast forward today, September 21. I still haven't received the order. I checked the status and now it was showing as "Canceled". I called customer service immediately and the agent told me there have been thousands of orders that were mistakenly flagged as shipped without the inventory existing to fulfill them. I did not even get a cancellation email so I wouldn't have known if I didn't call.The agent then proceeded to file the same order for me. Now the colors that I wanted are no longer available, and the price has changed! I had to pay more for the same order that they failed to fulfill for me. They couldn't even give me a complimentary express shipping to make up for my trouble. I asked the agent if I would get a proper order status and tracking information this time. She said she's not sure. Very very disappointed. I've never seen a company drop a ball so hard on a system change.

I have been checking the website daily waiting for a sale. Finally, on Oct. 6th, 2022 promo for 25% off your order appears on the homepage. I bought 2 tops for me, 2 for husband. On the website for each item it indicated 25% off and mentioned shipping on the item may be delayed due to the holiday in big red writing. At checkout shipping was free. NOWHERE did it say my items were final sale. I contacted *** on Oct. 8th after a long wait, the call was disconnected. I called *** again on Oct. 9th and was told my items were final sale. I was SHOCKED. I never would have purchased 2 of THE SAME silk top & 2 of THE SAME Oxford shirt had I known it was final sale. When you buy online it's hard to know if items will fit. I have been emailing back and forth with *** all day. CM acknowledged they could have made final sale clearer on their website. Upon review, I have realized that on my web browser, the small print of final sale is not visible on the homepage & requires me to scroll down. But there was no need to scroll down as there was no indication that there was more to see! I have taken a screenshot to prove this (attached). Usually when something is final sale it says in multiple places and at THE VERY LEAST at checkout. I feel the company needs to accept my return or at the very least allow an exchange for different size as they did not advertise final sale adequately. They also did not indicate change to return policy. Had I known, I would have bought 1 of each top...no, I would have driven to the store instead of buying online! My order totalled $455.94. I bought these items for work. Now I am stuck with 4 tops that do not fit and still need items for work. I asked "well could you at least let me exchange items?" and they said no nothing can be done. This is not right, they made changes to their Returns Policy, did not advertise properly on their website and won't take any accountability or be reasonable.