Moncler Experience

Do not even try to spend your time with moncler customer services. They asked for additional info about deffective items and after I sent all info and pics I was told that I damaged an item even if I wore it twice only. And receipt from the store was less then 30 days was also provided to them. Just avoid moncler stuff, no quality for such expensive products.

I am absolutely horrified and disgusted that a luxury brand would do what you did.

First, I paid for express shipping, 20.00, but it too 8 days to get my order.

Second, I asked for signature packaging.

The utmost horror of all: YOU SHIPPED THE SHOES IN TEH WHITE MONCLER BOX, I am horrified that a 700.00 US pair of shoes would not even warrant a shipping box. The box arrived bent up, and dirty and of no value that a luxury brand box would keep through the years.

Also, the white tissue wrapping inside was all wrinkled and there was no extra pair of laces . I know these shoes are to come with an extra pair of laves because I also bought a pair of the women’s off white.

That you sent these in the original box to ship is horrendous. I am surprised that they were not stolen. Also, these were to be sent signature upon delivery. No signature was required, I did not have to sign.

I am appalled as I ordered this directly from Moncler. The shoes I ordered from Saks arrived in so days, no extra charge, were shipped properly, and came with the spare pair of laces

Please avoid - I bought a jacket for my wife. The online store mentioned if booked before 20th December, it would be delivered before Christmas.

However, the order still shows 'processing', unable to contact the customer services and I am not sure that it will be delivered before Christmas. Extremely stressful and not expected from a top global brand

Re: customer service issue Store contact: [redacted] Moncler USA stand alone boutique returns and exchanges policy is stated below: "...Moncler does not accept on line, department store, authorized retailers or outlet returns for any reason Moncler will offer an exchange for merchandise on defective items up to years after original purchase." Believing that the repair may be noticeable and the Mongenevre coat style is no longer available for replacement from this seasonMoncler NYC will offer to replace the coat style with the new upcoming FWseason Mongenevre style or "new similar coat," a compensation the client seeks in order to resolve original complaint

I bought 2 coats as a Christmas present for my daughter as her only presents because they’re very expensive coats from the Moncler outlet in Woodbury Commons and paid almost $3000 for both. I was never informed that they don’t accept any exchanges or returns. I went back to the store yesterday and I was told the person that received my payment should informed me and I should see a small sign that they have by the other cashier where I was not being helped and it was covered by many people that were in the line to pay at the same time as me. I’m a single mother and I was saving the entire year to be able to buy those two Moncler coats for my daughter as her only Christmas presents. She is a size 2 but the 2 coats that are size 2 are very small on her and unfortunately she was extremely upset that they didn’t fit her because their cut is very different and runs very small but I was told by the salesperson that helped me at the store that they will fit her if she was size 2 because all the jackets are the same but that was obviously not true. So now this company not only ruined my daughter’s Christmas and my holidays because I lost almost $3000 because they will not exchange for a size 3. I cannot believe that a company like this one where the jackets are extremely expensive can do that to someone and be so careless about my situation. They had the nerve to tell me that I should try to resale them online and that I probably could make money on them... that was even more disappointing than everything else that I had to deal with after this terrible experience that I’m having with the Moncler company. Nobody should buy from them anymore so people will have to go through what my daughter and I are dealing with. Me waisted $3000 that I save the entire year for my daughter’s Christmas present and my daughter being so upset that I worked so hard to make that money and to try to make her happy but unfortunately she doesn’t have any Christmas presents that she can enjoy thanks to this Moncler company

I have had an almost identical experience experience at the Moncler boutique in Bal Harbor, FL: I purchased a coat that I then found was unsuitable and tried to return it a week later, only to discover the store’s no-return policy, which was never verbally communicated to me. The fact that the boutique does not accept returns was never explicitly stated, either by the associate or on the receipt that was delivered to me folded, so that I could not easily read it. The statement on the receipt, instead, is: “Moncler will offer an exchange or store credit within 30 days of purchase on merchandise that is in salleable condition and accompanied by an original sales receipt and tags. After 30 days from the original purchase Moncler will offer an exchange for merchandise only.” Only AFTER the sale and left with an unsuitable product does one realize that the word “return” is woefully missing from the post-sale options.

Desired Outcome:
Return of product for full refund.

Re: customer service issue
Store contact: [redacted]
Moncler USA stand alone boutique returns and exchanges policy is stated below:
"...Moncler does not accept on...

line, department store, authorized retailers or outlet returns for any reason.
Moncler will offer an exchange for merchandise on defective items up to 2 years after original purchase."
Believing that the repair may be noticeable and the Mongenevre coat style is no longer available for replacement from this season. Moncler NYC will offer to replace the coat style with the new upcoming FW14 season Mongenevre style or "new similar coat," a compensation the client seeks in order to resolve original complaint.

I purchased a coat via their online store over 3 weeks ago and paid for express delivery. It is a Christmas present for my daughter, I have not recieved it. I have emailed 12 times, with no reply what so ever. I facebooked private messaged them twice and no reply. I am in despair and don’t know what to do. Christmas is 6 days away, my daughter is going to have no present. It cost me £1350.

On Nov. 5 I purchased on Moncler jacket for over $1000. After wearing it one or two times I felt something loose inside the sleeve. It turned the sleeve out to find that a seam was not sewed closed.
Al†hough I had registered the jacket with Moncler and submitted a number of the photos that they want to assure the jacket was not a counterfeit I have been unable to reach anyone at Moncler to discuss †he flaw in the jacket. My plan is to return the jacket to the store and buy from a different manufacturer. Their quality and costumer service does not warrant the price.

Review: I purchased a Moncler coat in Nov 2013, through one of their authorized dealers for $1,300. I noticed last week, when in process of storing my winter clothes, that a little corner of the collar has fabric worn out, about 1/4" x 1/4". I called the flagship store in Soho, at [redacted], and I explained the situation. The associate over the phone asked me to bring coat to the store and being fairly new they would have paid for repair through their preferred tailor service.

Only after arriving at the store and speaking with [redacted], I was told that Moncler only covers under warranty only if purchased in their flagship stores. I told him that it couldn't be the case, for such a luxury brand and for such an expensive coat. Moncler is sold in the top retailers worldwide, including Barneys, Bergdorf & Goodman, Neiman Marcus, Saks 5th Ave, Bloomingdales, etc etc. I also remarked the fact that each Moncler has an holographic label with serial number, to ensure authenticity and there's a website where consumers are suggested to register their product (which I did right after the purchase). I repeatedly asked for him to reconsider of bearing the cost of the repair and to speak with someone in corporate. He refused to take care of the charge and refused to share corporate info. He only gave me an email to reach out customer service in Italy "[redacted]" without any specific contact person.

The day after, I called the showroom in Milan, Italy and the receptionist didn't introduce herself and refused to transfer me to any other associates. Through numerous online searches, I finally found their parent company, Industries SPA, located in Padua, Italy. Again, it was quite challenging to find the right person that I could speak with but I was eventually transferred to Giorgia (she didn't say her last name). I explained my bad experience with the NY store and my frustration for the damage on my coat. She wasn't that helpful either other than saying that she had to follow what NY store told me and, again, she suggested to send photos and emails to the same "[redacted]".

It's completely outrageous that such a high end brand would have such poor quality and wouldn't stand behind their products!Desired Settlement: I'd like Moncler NY store or Moncler US corporate to pay for the repair at their suggested repair center, King Garment Care, in New York city. I was already told that it will be more an alteration than an actual repair and the overall look of the collar would change, unless that Moncler will be able to provide a spare piece of the fabric. Moncler Italy should attempt to have their factory sending a piece of fabric (grey flannel). If fabric is no longer available and/or repair will be really noticeable, I'm asking Moncler to provide me with a new similar coat.

Business

Response:

Re: customer service issue

Store contact: [redacted]

Moncler USA stand alone boutique returns and exchanges policy is stated below:

"...Moncler does not accept on line, department store, authorized retailers or outlet returns for any reason.

Moncler will offer an exchange for merchandise on defective items up to 2 years after original purchase."

Believing that the repair may be noticeable and the Mongenevre coat style is no longer available for replacement from this season. Moncler NYC will offer to replace the coat style with the new upcoming FW14 season Mongenevre style or "new similar coat," a compensation the client seeks in order to resolve original complaint.

Review: On December **I purchased a coat and sunglasses, which turned out to be unsuitable, from this retailer and returned them for a refund the next day. They refused to issue anything but store credit. I was not informed of this policy in any way, verbally, by signage or any other means when I made the purchase and the clerk processed my charge behind a curtain. I verified that there was no notice of this policy anywhere in the store or on their website. Their register and credit card terminal are behind a curtain and not even visible to customers. I would appreciate your assistance in this matter to get a refund and cause the store to post this policy so other customers can be made aware of it.Desired Settlement: A refund to my credit card for the full purchase value

Business

Response:

I have contacted the customer, [redacted], and stated to her although the return policy was not verbally stated to her by a sales associate, our return policy is posted in the seating area in front of the cash room as well as printed at the bottom of her receipt. I agreed to refund her merchandise credit for a full refund back to her credit card.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Thank you very much for helping to resolve this matter.

Sincerely,