Originally Posted by
IlliniFlyer
How did you break the wheels? I have the Monos Hybrid carry-on (bigger size) and have wondered how the wheels will hold up. That is what broke on my Rimowa aluminum checked luggage, which I found very irritating. That’s actually why I went with Monos… I wanted the aluminum frame and zipperless design without the Rimowa cost.
I also shared your experience with customer service. I returned another piece of Monos luggage and it took several days to reply to each email. The overall return experience was well less than acceptable.
Quite hard to explain in text, but rather than the two wheels being perfectly parallel to each other on one of the corner sets, they became loose and ran slanted to each other. This meant it was tough to pull and also kept trying to tip over when pulling on all fours. How it happened, I have no idea. Perhaps a case of the inside barrel getting progressively worse over time until it no longer ran smoothly?
Finally after about a month I've received a new set of wheels. The delay was apparently due to them having to move to a bigger warehouse thanks to growing demand, but feels like it was the threat of a credit card charge back which really prompted action. The lack of any phone number is very frustrating, but Instagram gives the best response time out of all methods.