Moncler Boston — Local services in Boston

I visited the Moncler store at the Copley Mall on August 14, 2024, to have my Grive Giubbotto jacket repaired due to a damaged zipper. Brian, a retail associate, assisted me and took my information to create a repair ticket. I confirmed my email address with him to ensure it was entered correctly. However, after he submitted the ticket, I did not receive a confirmation email.

When I followed up, Brian reiterated the email address he had entered, which turned out to be incorrect. He assured me that he would forward the email, which I eventually received. However, upon reviewing the attached ticket form, I realized it contained someone else’s name and address instead of mine.

Since then, I have been following up via email to get updates on the repair, only to be told that the zipper is backordered and that the process could take 3 to 6 months.

On December 16, 2024, I returned to the store to check on the status of my jacket. A female retail associate attempted to assist me but stated that the store does not handle after-sales repairs. If this is the case, the staff should not have accepted my jacket initially and should have directed me to the appropriate repair department or provided contact details for those handling repairs.

After waiting 20 minutes in the store while they tried unsuccessfully to locate my jacket, I left for lunch and returned two hours later. Despite this, they were still unable to find my jacket. The same associate assured me that someone would contact me the following day about the issue, but I have yet to receive any communication.

This experience has been extremely frustrating and disappointing.

Update: Thank you for addressing this matter so promptly. I’m pleased to share that my jacket has been located, and I’ve experienced excellent customer care during this resolution. I only wish this level of service had been provided during my...

If I could give this location 0 stars I would. Purchased a jacket the end of December and 2 weeks later the feathers started coming out excessively. Brought it back and one of the employees tried to say the reason for it was because I used the pickets…even though where the feathers were coming out was nowhere near the pockets and her excuse made no sense at all. They took it and exchanged it for another one which had to be ordered and sent to the store which was no problem. My boyfriend went to pick it up and when I took it out I noticed the stitching was coming out in a few places, and on the arm the material almost looked like it was pulling. We brought it back again this time the same women helping huffed and puffed about it and then came up with a new excuse from the first time which was because the chain from my purse which again made no sense because I clearly stated to her that the jacket is put over the purse and again her reasoning wasn’t even making sense to the areas on the jacket having issues. She told us we can exchange it again but this time will be final sale. We got our money back instead because $2100 for a jacket that is horrible quality in less than 1.5 month. No thanks. Back to the first visit one of the employees had rang up the exchange wrong and I brought it up and she must have not liked it because decided to mumble in the back so as we go back there to complete the refund she decides to get loud and confrontational about her mistake which lead to arguing back and forth with her and her saying we were lucky they even took the jacket that wasn’t even 30 days old the first time with no tags Lol what??. Her name was Amy. Don’t recommend this location most the employees are idiots and don’t know what they’re talking about save yourself the headache and go to a...

This review is solely for the customer service I received from the Copley location. To say that the communication and level of service is far below what would be expected and appreciated from a luxury brand such as Moncler is putting it kindly.

I requested a repair for one of my jackets and initially my experience was a good one. The sales associate who took care of me was kind, helpful, and courteous-I believe his name is Kesnel. After that is where it went downhill.

It was like pulling teeth to get any update, any communication regarding the status of my repair. I was assigned to Almira who put minimal effort into keeping me up to date or responding (took days to respond if at all) or letting me know what information was needed in order to ship my jacket once it had arrived at the store and I had paid online. Finally, a week after I had paid with the promise that my jacket would be shipped once they received payment, I reached out only to be told they didn’t have my address (although I was never asked and had no idea it wasn’t on file) and a bunch of excuses that a certain associate only works on weekdays and that the boutique is busy this time of year. Ok…still no reason for a complete lack of communication or transparency.

I received my jacket today (oh which, by the way, Almira casually mentions requires a signature for delivery. This was never mentioned before as their policy, so I had to rearrange my work schedule to be home). I’m very happy with the repair but will not be interacting with this store in the future for any purchases or repair needs. There are plenty of other locations that sell Moncler items that provide higher quality customer care, communication,...