MONA UK Avis 

This is a terrible company my mum ordered some shoes at £119 she has returned them on 10th September. She has tried ringing them on numerous occasions, only to be fobbed off, T one point being told that they were being returned to Germany. Today I rang them and was promised an email with the status, below is what was received.

Thank you for contacting us.

We can confirm that your return has arrived at our returns warehouse, however, due to a recent system change we are currently experiencing some delays with processing returns.

We would like to sincerely apologise for the inconvenience this causes you and are extremely sorry that we are not currently able to provide you with our usual levels of service, and thank you for your understanding.

The new systems to process returns are expected to be up and running in the next couple of weeks and our returns team will start processing returns as quickly as possible thereafter.

We apologise for any inconvenience this may have caused you. Please do not hesitate to contact us, should you have any further questions or queries.

Basically they may or may not start working on the return in the next couple of weeks. This is simply not acceptable and we will be taking action against them.

Ordered a jacket and it took 13 days to arrive although a tracking number given did not exist when first enquiry made. Mona had no idea where it was and could not offer any information.
Feeling I should give them a second chance I then ordered a Mona top which I was told was in stock and would be with me in 7-9 days. After once again telephoning to find why it hadn't arrived after 10 days I was informed they were waiting for them to come into stock and would be another 10 days at least. Cancelled order then looked on-line and it showed the very same top as available with an approximate delivery of 8 days.
This company compared with many others does not seem to have any knowledge of product availability or Customer Service.
You only get one chance to create a first impression. I allowed two and they failed on both counts.

Poor service. Definitely turned me into a moaner! Free returns? No label provided to return free. So glad I returned items to be signed for as I have proof of return. Return received 1st August ( sent 30 July) well within 14 days legal requirement. They should equally return refund within 14 days. Four calls to customer care ( careless) and unable to speak to anyone senior/ manager. Said they were unable to put me through to accounts. Just a call centre in the Southern Hemisphere Today like others on here I was fobbed off by Michelle with the back office routine. Do they think we are unintelligent? Just bombarding them now with daily repetitive emails. Today is day 29 and still no refund. They say they have 28 days to refund. Not the case. Legally required to refund within 14 days of receipt. I have now contacted my card company and they will lodge a dispute.
Now they tell me today 30/08/22 that there are issues with their account migration systems! Money taken out of my account 26/07/22 money refunded to my account 01/09/22. Will not be purchasing anything from this company ever!

Ordered two tops and the email confirmation said delivery was 9-11 days (didn't say working days)
After 15 days, two phone calls and an email, still have no idea if or when the tops will arrive.
Customer services just say that they will check with "back office", whatever that means.
To rub salt into the wound, a further catalogue arrived today, but I certainly shan't ever order with this company again if they can't improve delivery times or keeping the customer informed.
Can't comment on the quality as the garments haven't arrived yet!

Appalling service. The money was taken out of my account at the beginning of July. now over four weeks and four phone calls later I am still no further forward in knowing where the items I ordered are. Each phone call results in a 'we will look into it' reply but nothing happens and not once have the company tried to contact me. I always have to contact them. They seem very keen to take the money as soon as the order is made but when I said that if I didn't receive the goods within the next few days I would want my money back, I was told it could take 28 days!
I feel sorry for the customer service team answering the phones as clearly, judging from the reviews, my experience is far from unique. The phone operators are the ones who have to suffer the abuse from very frustrated customers when they are not the ones to blame. Management need to get this sorted as a top priority otherwise their customer base will shrink very quickly. I certainly will not be buying from Mona again and would caution anyone I knew against buying.
They don't even deserve one star.

I am really, really unhappy with Mona. I ordered a top in APRIL and was told it had been sold out. So why in MAY have they deducted the value of the order.
I am told money would only be taken when the goods are dispatched. But they told me in APRIL that it was sold out!!. So why take money in MAY

These sandals are beautiful and excellent quality. Fast delivery and packed really well. Will definitely be buying from Mona again

Despite returning the paper catalogues with a strong message to stop sending for 18 months now (the previous owner has moved away) I still keep receiving them. I've constantly pointed out that this is a waste of paper and asking them to consider the environmental impact but to no avail - they have just ignored it. If they're hoping I'm going to be tempted to buy then the opposite has happened - I intend to publicise how poor their service and environmental record is. I certainly won't be recommending them as a company!

I ordered a cardigan over 3 weeks ago. I had to order by phone as the website would not enable me to progress my order. The representative was pleasant but very slow. I telephoned again on the 20th January to discover the position of my order - since I had not received any emails to inform me. I was told it was an 'open order' and that as I was particularly concerned about it I would receive an email. None has been received. I have now been held in the phone queue for 31 minutes and am about to concede defeat. I would like to hear from the company about my order.

Delivery service exceptionally slow. Returns only allowed up to 2 weeks, then up to 1 month wait to get refund. My 90 year old mum ordered some occasion shoes which are crippling. She has purchased heel backs and insoles and still can`t wear the shoes. She`s only been trying them in the house, desperately trying to get used to them for a forthcoming wedding. She says she`ll just have to waste the money (almost £100) as they`re no good. Saw a pretty scarf I wanted to purchase but apparently you have to spend at least £40.

I used to look forward to receiving my new season Artigiano catalogue and then planning my *I want* list.How times have changed,
The Mona brand is frumpy, dated and totally boring, nothing stylish or elegant certainly not modern I may now be in my mid 60s but had been wearing the Artigiano brand for at least 3 decades.

I really miss Artigiano. I’ve bought from there for many many years - it was my secret clothes source. Much of my wardrobe was from it - I look at items now and realise I can’t replace them. I’m afraid I can’t recommend Mona its replacement- the style is German-European not Italian geared for the British market. I don’t like the colours or styling or choice. Gradually the label Artigiano is disappearing and I’m so disappointed.

They should definitely change their email address from customercare. They don’t! I ordered two pairs of trousers on 31 March, heard nothing for a while, then a letter saying there had been a 4-week delay on one pair. Later a refund cheque for one pair, with no explanation whatsoever and no signatory on the letter. I sent three emails at intervals asking for an explanation and the whereabouts of my second pair, but had no reply to any of them. I did receive a pair of trousers eventually, but they were the wrong item, wrong size and wrong colour, so I returned them. Eventually on 14 May I received the remaining refund cheque, again with no explanation. No actual person signs the letter, and such standardised impersonal communication with no apology or explanation does not indicate customer care. This is my first experience of Mona and will most certainly be the last, as I can find much better service elsewhere. I shall ask them not to send me any more catalogues, but from previous reviews I shan’t hold my breath.

What has happened to this company? Since Mona took over from Artiganio the quality has declined and the don’t get me started about Customer Services. When I realised my order was stuck in transit (the tracking led me to the German Hermes website) they were no help and just fobbed me off. Eventually my order arrived but for the quality I felt really let down. I won’t be buying anything else from Mona which is a shame because as Artiganio I shopped almost monthly.

Appallng customer service. I ordered 2 pairs of trousers on 4 may. One pair arrived in reasonable time. Phoned about 2nd pair ,told they would be sent that day. 2 weeks later no trousers phoned again told no longer available.

i bought (special offer) a quilted jacket. Reasonable quality but for price no lining.
Found most items made of polyester and jumpers/sweaters made of acrylic. All very expensive.
Now MONA taken over, I have sent at lease 8 catalogues back saying “stop sending”have also sent emails. This is a really rubbish company with high prices. PLEASE stop sending me catalogues

Ordered a hooded leather jacket, which was beautifully made but much too small and had to be exchanged for a larger size. I am a standard size 12, ordered a 14 and had to exchange it for a 16!

This order was eventually sorted, and the difference in pricing on reordering solved, but it is the sort of thing that puts people off purchasing anything else.
This was my first order with Mona and it will probably be my last. Such a shame!

Very disappointed with this company. I ordered and paid for my goods on 12th January, which were then dispatched on 14th. After not receiving anything, I called customer services on 25th to be told I would need to wait 7 - 9 working days. I rang again on 28th to be told someone would look into the matter and contact me in about 3 days. After still not receiving goods and no further contact from anyone, I rang again on 9th February to cancel my order. I was told I would receive my refund "shortly". It is now the 2nd march and still have not received my £113.99. Very poor accounts department, so be warned if you ever need a refund.

I don't normally write this type of review but I used to buy a lot of clothes from Artigiano. However since the merge with Mona I'm disappointed every time a catalogue arrives. No clothes suitable for work anymore apart from the Artigiano trousers but no longer any tops that are colour coordinated and if we are lucky 1 or 2 dresses to choose from. Prices have gone up but if there were decent clothes that wouldn't worry me.

Where is Artigiano style? Very disappointed with Mona.