Moncler Seattle — Local services in Bellevue

I had a bad shopping experience on 9/15/2024. This was my first bad shopping experience at Moncler out of my approximately 10 times visiting Moncler over the past five years. This was my first time visiting their Bellevue location.

I found a product I liked. I purchased the hat for $290 + tax, the price on the price tag. When I looked at my credit card I saw the charge was $358.15. I checked the receipt and saw the product charge was $325 + tax, even though the price tag was $290. I contacted the store to see why I was charged $35 more than I should have been charged.

I was put in touch with Roberta, a manager at Moncler. She told me that they made a mistake. They recently raised their prices but did not update the prices on the merchandise. She let me know Moncler consistently charges the new price without necessarily letting the customer know they are charging the consumer more than the listed price. I was kind. But I also let Roberta know that her approach to pricing sounds potentially illegal.

Roberta told me I had two options. Pay the extra $35 and keep the hat or drive 50 minutes, each way, plus parking, to return the hat. I told her that spending two hours, plus gas and mileage, and paid parking to return a hat over $35 seemed silly. I feel that Moncler should refund the $35 since Roberta as their representative even admitted it is Moncler's mistake.

Roberta assured me that Moncler's practice is to charge customers different prices than are listed on the price tag. She sees no problem with this and reiterated I could drive to her and return the hat or pay an additional $35.

I expect more from Moncler. I had Roberta repeat her stance multiple times because I found it unbelievable that a luxury goods company would admit they made a $35 error, that I'm pretty sure is illegal if they do not fix it, and take the stance that they will lose a customer over this.

So I'm taking the $4,000ish I've spent on Moncler since I fell in love with the brand while visiting Paris in December 2021, and spending no more. My wife immediately switched to Celine rain boots instead of the Moncler ones she was planning to purchase that week. I remain confused that a company with a customer's purchase history, a luxury goods company, is willing to lose a good customer over a $35 mistake they admit that they made. But Moncler lost a customer for life over them admitting they are unethical and saying straight-faced that they...

Very poor durability and custom support

I purchased a premium down jacket from Moncler two and a half years ago, expecting high quality and durability given the brand's reputation and the product's price point. Initially, the jacket met my expectations in terms of style and comfort.

However, after following the recommended care instructions and only the second time of dry cleaning, the ribbon band, which is glued to the front zipper, broke open. This was surprising and disappointing, as the jacket had only undergone gentle and professional dry cleaning at reputable local shops.

Seeking a solution, I sent the jacket in for repair, trusting in Moncler's customer service to uphold the quality of their high-end products. Regrettably, the response I received was unsatisfactory. I was informed that the "fabric is not available", and the jacket was returned to me unrepaired, with no alternative solution or replacement offered (even with cost out of my own pocket).

This is simply unacceptable for a premium brand. They do NOT stand behind their product, period.

I would never buy from them again, brand like Arcteryx and Patagonia have always stood behind their products and provided straight replacement when no alternate solution was found. Save your money and hassle...

I had originally purchased a jacket at this location awhile back and it turned out to be one of my favorite jackets. Unfortunately there was a design flaw on my particular jacket that caused the silicon lettering to come off. I brought it in to the store to see if they could repair it and they sent it off to try and get it fixed. After about a month they notified me that they were unable to repair the jacket and I was pretty upset because of how much I liked it. After talking to Julianne, who was my advisor at the store and Alex her manager, we were able to come up with a solution that I was satisfied with. They both really turned my experience around and exceeded my expectations for customer service from this store. Because of Julianne, and her dedication to working with me to find me a replacement, I will be a returning customer...