Justin H.

I had placed an order for in store pickup online and never received any confirmation email even though I was billed on my card for the purchase.

I went into the store several hours after having placed the order and they were not able to look up my order. The person at the counter told me I would have been better off coming in and purchasing it directly from the store. He stated that many other customers have the same issue. He was not able to give me what I had paid for and told me to try again later.

Upon contacting the online support, they wouldn't give me a time frame nor could they tell me if it was ready or not. I requested confirmation and they kept telling me one was sent even though there was nothing in my inbox or spam folder. They did not seem concerned at the least that their confirmation emails were not coming through. Also they gave me the store number and just told me to keep calling until my order was ready.

A customer should not have to call repeatedly to verify whether or not their order is able to be picked up. Especially if they already wasted time trying to acquire it earlier before contacting support. I had to practically beg them to contact the store for me.

After all this, I have yet to still go back and see if my order is in fact ready but this whole experience leaves a bad taste in my mouth and I will never shop at this establishment again. Customer service didn't seem to want to do anything to compensate for the hassle. I won't be surprised if they go the way of many other physical locations and close their doors after bankruptcy. Especially with this terrible customer service they provide.

I'm a long time shopper of Monoprice because of the great value and quality products. Most recently when I had to contact customer service, they were very expedient and friendly. Would definitely recommend to any friend and family member.