Complaint Review: Monat Global

I have been a member of Monat for over two years now, at the insistance of my hairstylist. She likes the product because it claims to make hair healthier and it is all natural.  i have tried Trissola products, too, and Trissola has a superior hair masque and shampoo which seems to me about the same, although my hairdresser swears that Monat is better for the long term health of my hair..  The men's shampoo/conditioner and the hair masque cost me $103 per month, including shipping and tax. Trissola costs about half that.

Monat usually sends me a letter confirming the info for my shipping each month. Each month I accept, cancel, or modify the shipment before sending. This month they just sent the order without confirming.  I wrote back within half an hour telling them I was on vacation and to ship to a different address. I got back an automated email telling me I'd get an answer later. The next day I wrote again, telling them to ship to a different address and asking them to confirm that they had done this. I got back another automated letter telling me they would get back to me.

I called the third day and after a long wait, got through. I was told they tried to get through to FedEx to reroute the order, but that Fedex needed to talk to me to confirm. I called FedEx. It is very difficult to get through to FedEx; if you ask for a callback, they will ring the phone for perhaps 10 or 15 seconds before they hang up. After playing phone tag with Fed Ex for four hours, I got through. I gave them the tracking number provided to me by Monat. FedEx told me it didn't have enough characters to be a tracking number.  I called Monat in the afternoon and asked for a callback. They called back at 8:45 p.m. and hung up before I had a chance to answer the phone.

I called Monat back and waited 45 minutes before I asked for a callback and hung up. They called 4:55. I told them I couldn't talk because my battery had run down because i it on for 45 minutes waiting for them earlier. Could they call me back in 10 minutes when I had a chance to plug my phone in?  Ummm ... no, they couldn't. It was now 4:55 and they were going home in five minutes. 

I tried FedEx again and was now able to find my package and get it rerouted to my temporary address. I called Monat and asked them to pay the rerouting charge ($13) and ask them to do something for me for my trouble, to send me a free shipment. They apologized for the inconvenience, but refused to pay for the rerouting or to send me any free product.

Monat shampoo is only marginally better than Trissola shampoo. Monat hair masque isn't as good as the Trissola masque. if you are having trouble with your hair, you are a lot better off ordering Trissola from A***** and avoiding Monat like the plague.