Monki Reviews 633

Have ordered from this website multiple times. Good quality clothing (items I’ve had for two years are still in good condition, knitwear included which can get very worn looking with fabric balling, tears or getting misshapen after a few washes). This hasn’t been the case with Monki, the condition has stayed good as has the colour of the items. The only issues I’ve had is delivery takes a couple of weeks, between 2-3 weeks. I’d expect faster within Europe and the EU, especially for a store that has physical locations in other countries. The other issue has been sizing can be quite difficult to guess. Most items I’ve ordered, I’ve ordered in a large, but some of the items that are an oversized style have been way too big, and I’m not small or short, average height but broad. I ordered large because large fit me well in other items from them like fitted tops, shirts and even sweaters which are typically loose in style and fit, but a blazer coat, a dress, and a pair of jeans ordered in large were clownish big. Return process is typical and not too bad, but I would like to see this company add notes to their oversized items to say what size is recommended for a UK 10, 12 etc, or EU 36, 38 etc. It’s hard to tell from the images whether the item is just loose fitting or is a much larger size compared to the large size in their more fitted products. It was very strange to me that jeans I ordered in size 40 wouldn’t even stay up when closed (they fell to my ankles instantly, way too loose to even wear a belt with), when in most other shops a size 40 jeans would fit me well or maybe even be tight. Again, they were a loose fit, baggy, boyfriend style jean but the fit shouldn’t change the size drastically, or if it does, it should be mentioned in the description. Love their stuff, service and styles, and their clothes sit nicely and look more expensive than they are and last well. Sizing for some items is just odd and no one likes waiting 3 weeks for something they expect to fit only to have to return :)

Bad quality clothes and when I tried to return wasn’t able to. Total scam! I wonder if this is why they recently rebranded to Weekend. Don’t use either if you’re smart. Shame on H&M for using third parties to sell for them.

Terrible sizing. Made two separate orders and have to return them both. So sad

Ordered 4 items originally. Returned one immediately that looked awful in person (paid the return fee), kept the other 3 items. After wearing, one of the jumpers had terrible pilling. I contacted customer service who accepted the item was faulty and offered me to return it for a full refund. They said they had arranged collection with Royal Mail, I was forced to contact again when this didn’t happen. They apologised with no explanation and said they ordered an Evri collection. Another day wasted, still no collection, contacted again and no explanation. Customer service suggested I return to store which I did, after much time I received confirmation email for a partial refund (not actually in my account) and have been deducted postage costs! The other 2 items are also looking really shabby after only a month and a handful of wears. Needless to say I won’t be bothering with customer service and also won’t be using this company ever again- lesson learned!

Awful customer service, nice products.
I ordered 2 pairs of jeans and wanted to return one as was not anywhere near the description, returns process was awful, I am still yet to receive an email response but ended up having to call customer service which led to multiple arguments ending in them paying for my return. Still not received my money back and sent the item well over a week ago. WOULD NOT RECOMMEND

Terrible customer service and RIDICULOUS returns policy.
I bought a couple of cardigans in the Carnaby Street store in London. However, I don't live in London. When I tried to return them (cause they don't fit well) I was told I couldn't post them back and had to revisit the store. Well I can't get back to the store so that's not very helpful. I phone them and they basically said there's nothing I can do about it.

WARNING don’t order from their website if a) you want express delivery and b) there’s a chance you’ll be returning it.
I paid for express delivery but it took 10 days to arrive as apparently it was not in stock (was showing as available when I ordered it). Then when it finally arrived and I asked to return it, the returns label did not work. Their customer service keep telling me they have a system issue and they will contact me with new return information when it’s been resolved!! What a scam.

My coat came without a button and the solution that they game me was a 15% discount in my next order not including sale items? A disgrace

Item listed as being in stock and ordered on 11/1/25 on the understanding of 7-8 day delivery.
Phoned 8 days later having had no email saying it had shipped to be told they mean 'business days' - No, that is NOT what the website and order confirmation say.
Still, we then phoned on 24/1/25 to be told that the item was supposed to have been shipped on the 15th (if that was so, why were we not told that when we first phoned on the 19th?). Told that they don't know where the item is, it's out of stock.
Ordering is unreliable, communication non-existent, 'customer helpline' shockingly useless. Never again.

Atrocious company. If you really want Monki brand clothes do not buy from their website as if you decide to return the goods, they will NOT give you a refund ( or they will only give you a part refund). I bought five items, returned three, they only gave me a refund for two. I paid through PayPal which I thought would be straightforward to get a refund but even after appealing the appeal, it was still denied. I even had an email from Monki telling me i was due an additional refund and if I close the case on PayPal, they would sort out a refund. This was supplied to PayPal but still no refund and there was no way I was going to close the case until I had a refund. After three attempts, I phoned PayPal, a customer service assistant reviewed the information that I had supplied online and could see that I was due the refund so I got there in the end but Monki’s devious tactics nearly meant that I didn’t.

How many ways can Monki get things wrong? I have been buying from Monki online since they started and the clothes used to be great, stylish, good quality and deliveries were, mostly, within a reasonable time. That changed dramatically last year. Deliveries now are delayed frequently and, to add to that, I received an order with a substituted item. In a plastic bag that should have contained a jumper, there was a camisole with a 'Cos' label. I phoned so-called Customer Service and they told me to return it. I pointed out that the warehouse wouldn't refund unless Customer Service intervened but the script didn't allow for this! I returned the item but, so far, haven't received a refund, of course. I emailed Customer Service on 14th December but haven't had any response. The company has now joined the list of companies that I strongly recommend people should avoid. Such a shame - they were so good once.

Terrible experience. Would give 0 if possible. Ordered the 27th Dec. Dispatched the 2nd Jan, which is understandable but it's the 11th and I still haven't received it due to delays with the courier. They were supposed to deliver Tuesday and then Wednesday and then Thursday and then no further updates. While this isn't Monki's fault, their response was inconsistent and combative. I was initially told if it hadn't arrived by the 10th, I could contact on the 11th for a refund. When I contacted again on the 10th for an update, I was told I needed to wait until the 13th. I contacted again on the 11th and was told the same advice again. They refused a refund and said I had to wait, despite that not being the contract at the time of purchase. I was told their policy is to wait 14 days before accepting it's lost, so I pointed out 14 days is the 10th and they told me I didn't purchase until the 28th! Even still, 14 days would be the 11th so why make me wait! I really had to force the issue before they finally accepted and provided a full refund. The advisor was argumentative, unhelpful, writing in capitals and making mistakes in their messaging. Very unprofessional and despite being offered 20% off, I will not be ordering from them again. No faith at all in this company.

Monki has a great selection and the quality is good. Personallly I feel pieces can come up small, but they’re still a good brand

Clothes are usually fine, though the sizing can be wildly wrong. This time I bought 6 items and some were massively baggy (well beyond the realm of oversized) and some didn't even go on. The most annoying thing is the fact that I will be charged to return items that don't fit (even tho I am keeping 2 items), unless I travel 80 miles to my nearest shop to return. I won't buy from here again due to this, as I can't guarantee everything will fit or look right on me. I would understand if people were serial returners, but everyone else shouldn't be punished.

Honestly if I could give 0 stars I would. I ordered for the first time this month and the jacket i ordered didn’t fit me. It was way too small and i wanted to return. They didn’t send me a returns label and I had to phone them at least 10 times. Each time they gave me a solution which didn’t work. For example, go to your local Evri return shop, enter X number on the machine and generate the returns label which of course didn’t work. I have placed an order, it doesn’t fit me, I had no way of returning it and my local Monki shop isn’t local to me at all. Honestly I wish I hadn’t bothered, their customer support is atrocious and I have had to pay for something which doesn’t fit and a jacket I don’t even want. Returns date has now been & gone and I wasn’t ever given a solution that actually worked. AVOID. This company is not worth it and a complete SCAM

Order hasn’t even left the warehouse after 10 days. Called the helpline - they tried to blame the courier (even though the courier doesn’t even have the parcel). Used the chat function to cancel the order and was told this couldn’t happen due to system limitations. This is potentially in breach of the Consumer Contracts Regulations. Have now sent an email escalation requesting a cancellation but even if that happens my overall impression is poor. Nb - the helpline and chat function are both obviously offshore which never helps

Terrible. I placed an order on 6 October, it arrived on 19 October….
Where are these clothes coming from???
I won’t be ordering again…. This delivery is FAR TOO LONG!!!!

I ordered from Monki 11 days ago. It look 6 days to get an update, which said the package was being shipped. This was not the case. The order is still sitting in the warehouse and has been for five days.

Customer service is useless, they copy and paste messages that don't answer the question at all. They won't cancel or refund orders that don't arrive.

If you order it will not be dispatched and they will not refund you.

Appalling service, disgraceful
I have called after numerous emails, been on hold, ignored, insulted and been hung up on as I’m repeatedly swindled out of my refund and given poor excuses. Fran (escalation manager) did not listen, would not resolve the known Klarna issue with refunds Monki have experienced. Hundreds of customers will be in the same situation as myself, disgracefully disgusting from a high street brand. Taking this to trading standards, however far is necessary to be rightfully refunded for the product Monki have confirmed that they are in possession of. Utter appalling service should not be allowed to trade as a business online.

ABSOLUTELY TERRIBLE. Not only is their clothing cheaply made but if you go to resell it on mercari, posh, etc. and use a stock photo of the item you purchased.. their LEGAL TEAM will literally report it and have it REMOVED. Absolutely pathetic company. Shame on MONKI.