I recently had a deeply disappointing experience with Monsoon Retail that I feel compelled to share. Initially, I intended to use up some points I had accumulated, but I ended up spending much more than planned. I had £241 in points and ultimately purchased £930 worth of designer clothes, though this only amounted to three dresses. Shortly after placing my order, I received an email stating that some items had been canceled. When my package didn’t arrive, I assumed the entire order had been canceled and called customer service to confirm, as my points were about to expire. To my surprise, I was informed that the clothes had been delivered. What followed was an exhausting back-and-forth with customer service, where I was eventually sent a photo of packages in what appeared to be a garage—somewhere crowded with parcels shoved together. I immediately responded that I don’t have a garage. Despite this, I was told I needed to obtain a crime reference number to receive a refund, which I reluctantly did. However, when I provided the number, I was informed that I would only be refunded in vouchers. When I expressed my dissatisfaction and asked to file a formal complaint, I was told that Monsoon, not being a financial service, has no obligation to follow a complaints procedure. A particular employee, Sara Gentles, seemed to take a personal vendetta against me. I even sent a video walking around my house to prove I have no garage, but her response was to cancel my account. When I asked what would happen to my points, she informed me that they could only be used in-store, despite there being no store near me. Upon calling a store to check my account number, I was told that the points didn’t exist. The entire ordeal left me feeling like I was being treated like a criminal. To make matters worse, I later discovered that a family member had a parcel go missing about a year earlier, which I had completely forgotten about since the courier, Evri, had declared it lost. When I escalated my current issue to PayPal, I was shocked to see Sara Gentles reply to PayPal stating that I had a “history of high-value missing items,” implying that I was trying to defraud the company. This baseless accusation was infuriating, especially since the evidence clearly showed that the item had never been delivered to me. Overall, this experience has shown me just how unethical Monsoon Retail’s business practices are. I will never shop with them again, and I would strongly advise anyone thinking of shopping with them to be very wary. If anything goes missing, you WILL be treated like you’ve stolen it and will have to fight for a refund. Even if video evidence shows categorically that you are telling the truth. Not a nice experience and they have no empathy as to why a person would be upset about that.