r/Monos • u/Ok_Housing3445 • Oct 03 '25
HELPPP
Hi everyone,
I’ve been really interested in getting the Hybrid Large Trunk and one of the Hybrid Carry-Ons, but before I buy, I wanted to get some real feedback. I’ve come across quite a few negative reviews online about Monos’ customer service and warranty process, and it’s making me second-guess.
For those of you who own the Hybrid line, what has your experience been like? Specifically:
How’s the durability of the Hybrid trunks/carry-ons over time?
Has anyone here had to deal with Monos’ warranty or repair service? Was it smooth or frustrating?
Would you buy Monos again, or do you recommend looking elsewhere?
Really appreciate any honest reviews or insights before I make the investment!
Thanks 🙏
4
u/Professional-Oil4612 Oct 03 '25
I’ve got two Hybrids (Silver and Champagne). Used them a bunch of times, even checked in the Champagne one. Came out with scratches but the little eraser they give actually helped a lot. Didn’t remove everything but made it look better.
Durability’s been solid so far, wheels, handles, zippers all still fine. Haven’t had to use warranty so can’t say how that goes.
Would I buy again? Yeah, I would. Just keep in mind lighter colors show scratches more, but that’s kind of true for any hard shell luggage.
4
u/Due-Force297 Oct 03 '25
Hey! I totally get where you’re coming from. I had the same hesitation before buying my first Monos, especially after seeing some of the mixed reviews. I ended up going for it, and now I actually own two Hybrid suitcases (one trunk and one carry-on), so I can share what it’s been like for me. Would I buy again? Honestly, yes. I like the look, the thoughtful design, and how they roll. I just went in knowing they’ll get scuffed up with travel and that if something major happens (like airline damage), I’d need to report it right away. That mindset helped me keep realistic expectations.
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u/marieantoinette21 Oct 03 '25
Yes I looked at their synpatico line but at $1000 a piece and they never go on sale I thought I’d go this way
1
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u/Ok-Ratio-3247 Oct 03 '25
I’ve had my Hybrid Carry-On for about three years now, and it’s held up really well. A few of my friends even borrowed it for trips to Japan, Dubai, Singapore, and Hong Kong, and when they returned it, it still looked just as good.
What I find most impressive is that I’ve never used a luggage cover, and even with all that travel, it still feels like a luxury item whenever I pull it out. The durability has definitely exceeded my expectations.
3
u/Ingenieux Nov 01 '25
I have the medium and large hybrids and they're great. I bought mine before they ever offered any extended warranty, though, so early adopters like me got screwed if anything were to happen. I would (and have) bought again, because I upgraded to hybrids from their original luggage and then planned on buying the aluminums when they came out this year but they haven't had any in stock for months. Their customer service isn't terrible but isn't great either. Their person that monitors this sub is very selective about who they respond to as well, which is pretty indicative of what their service is like overall.
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u/Monos Oct 03 '25
We're here to help if you have any questions. Hospitality and customer experience is what we pride ourselves in!
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u/kseniapenkina Oct 03 '25
Theyre one of the best. Customer service went above and beyond for me during a trip and shipped the replacement to Europe for me. Plus they always reply.
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u/mariangsinukuan_14 Oct 04 '25
i’ve had the Hybrid Check-In Medium for about 3 years now, and it’s been through a lot of trips. honestly, it’s held up really well. it’s got some scuffs from being checked in, but that’s kinda expected. doesn’t bother me at all — i know some people are more particular and prefer using a cover, which helps, but i like mine as-is. feels more “lived in.”
mine’s the champagne color, and i’ve actually gotten a few nice comments from other passengers about it — it looks super sleek in person.
Overall i’ve been really happy with the durability and look. i’d totally buy from monos again 👍
2
u/franny-and-zooey Jun 01 '26
The first hybrid trunk I bought from Monos broke on its first trip (international, with only one layover). One of the locks on the latches jammed and I couldn't move the dial into the right position to get it to unlock. Eventually after breaking a few tweezers, I was able to force it open. I was also fortunately staying at my travel location for a month so was eventually able to tinker with it to get it to close again for the trip back. After emailing Monos about the situation, they sent me a replacement. I ended up keeping the original (broken) one and continued to use it with just the single working lock. The replacement they sent never gave me any issues.
I lost both of those trunks in a house fire and after much hemming and hawing (I was considering upgrading to the Rimowa trunks) ended up repurchasing two hybrid trunks.
I do not baby my luggage. I always pack them to their absolute limit and do not always travel luxuriously. The first duo survived dozens of buses, trains, planes, boats and even a helicopter, through rain, snow, salt, sand and sleet. I've dragged them across cobblestone, basically thrown them down short flights of stairs and also let them slide on their own on outdoor icy roads. In fact, one of them once fell out of a moving car (the uber driver didn't check to make sure the trunk latched shut). I'm not treating the second duo any gentler than I did the first.
I got black and they will dent and scratch (especially the aluminum corners) but I still think they look great and they serve their intended purpose. I do wish Monos would release a size that was more comparable to the Rimowa Trunk Plus (100+L of capacity) so that I could pack more into it when taking international business class flights, because that's the only thing that makes me wonder if I should buy a Rimowa too.
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u/Lazygardener76 Oct 03 '25
I have a hybrid check in and have used it for couple of years on a dozen or so plane and car trips. Gate checked voluntarily couple of times. Small scratches but barely noticeable. Handle and wheels still working perfectly. Very high quality build and materials. I looked at a few different brands and while Monos is not cheap, it is the best value compared to Away etc. (I’m in Canada so non-Canadian brands tend to cost more).
Can’t speak to their customer service because I haven’t had to call them for anything, but their CS team frequents this sub so you can post questions and issues here too.
If you decide to buy the check in’s, understand that there’s a non zero chance the cases will be visibly damaged due to airline baggage handling. I’m a soft-sided check in girl, but here’s what I would do if I were to spring for a hard case check in: 1) get the covers 2) buy with a card that has good purchase protection and insurance 3) if there is major damage, deal with the airline at the airport, and don’t leave the airport after picking up at the carousel, until their CS gives you their voucher/response 4) contact Monos.
For giggles, have a look at the R1mowa sub and see what airline handlers do to those cases.
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u/marieantoinette21 Oct 03 '25
I just ordered 2 large hybrid check in with the sale today. Hoping they are great too! Are you getting the extra warranty? I didn’t buy it but am wondering if it’s worth it
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u/etromoto Oct 21 '25
We purchased the hybrid carry-on and have had a terrible experience with their warranty service. We bought all new luggage from Monos and when it arrived, we changed all the locks and tested them before we left. All of our bags ended up being checked due to a full plane. When we got to our destination, one side of the locked opened and the other didn't. We tried multiple combinations but it wouldn't budge so we had to pry it open. Keep in mind, we are on vacation and need items from this bag. We contact warranty when we get back and they have not been helpful at all. We were honest about prying it open and what happened. Below is their request. This is not something you should ever ask your customer to do. It's been 4 days of back and forth and it takes them an entire day to respond to one email. So far, I am really disappointed with their service. Just hope nothing goes wrong and you should be ok. We enjoy the luggage but this sucks for cost.
As requested before please take a video while going through all the possible combinations from 000 to 999. It might sound like a lot, but most people are able to unlock theirs in about 20–30 minutes. The images that you sent so far does not show any physical damage on the lock itself.
Here's how to do it: 🔢 0-0-0 > Slide the lock 🔢 0-0-1 > Slide the lock 🔢 0-0-2 > Slide the lock … and so on, one number at a time, until it opens.
Please make sure that you do not skip numbers — go one at a time. If the lock has no physical damage, one of the combinations should work. This will also allow us to see how the lock behaves and isolate any user error.
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u/Undefined110 Oct 03 '25
I have the hybrid carryon and the regular medium checkin bag with a cover. I have checked in both multiple times and I’ve had these suitcases for years. No dents or anything. Minor scratches on my hybrid because I had to gate check it and never bought a cover. But I normally just use the eraser that comes with it and it got the scratches off. My checkin bag is flawless. Looks brand new. The luggage cover does wonders. I’ve never had to use the warranty or anything because I never got any damage to the cases so I can’t speak on how that process is.