“BUYER BEWARE! THIS COMPANY IS A NIGHTMARE TO WORK WITH! Brief History: I ordered 2 robes on 9-12-2026 for a total of $219.90. Once these robes arrived and I was able to see them in person I was not happy with the feel or the quality (particularly for such a high price), so I initiated a return request through this business' online return form. After one week of not receiving any sort of response to this request I tried calling multiple different phone numbers that were listed online for this business and was unable to reach a single person. You can't even leave a message! The phone just rings endlessly. I then submitted yet another return request through the same online return form and also sent a contact form to the business through their own website. I still received no response whatsoever for another week thereafter, which forced me to initiate a dispute with my credit card company, which is something I never do. It was only after opening a dispute with my credit card company that this business FINALLY sent me an email with a return label via email on 9-30-2026. I went to UPS the same day that I received the label and then emailed the customer service person back to let them know to expect the robes. Per UPS this business received these robes on 10-6-2026. It is now 10-22-2026 and this business has yet to refund my money. They have claimed that they are unable to give me any sort of refund despite having received these robes back because there is still an open credit card dispute. I have called my credit card company multiple times now and confirmed that this dispute was closed out on their end back on 10-1-2026. My credit card company further confirmed that there is nothing more that they can do to assist because this was technically a valid transaction and the dispute has now been closed. I forwarded all of the documentation about this over to this company so that they didn't have to take me at my word, but they are still refusing to refund my money. I have never had such a frustrating experience from a business. The way that they do business is frankly unconscionable. Do not say on your website that you allow for returns when you clearly do not. You are intentionally deceiving your customers and defrauding them out of their hard earned money. For all of these reasons I would highly recommend that you NOT give this company your business. This has been an incredibly frustrating experience for me and I am simply hoping to spare future potential customers from having to endure the same aggravation.”
Hello Jennifer,
Thank you for your order, and we are sorry you are not pleased with the products or customer service.
We received your order on September 12, 2026. You submitted a return request form to us on September 28th, 2026. You also filed a dispute with Shopify regarding the order and were refunded by Shopify immediately on September 28th, 2026.
We had to dispute your dispute with Shopify since we had not yet received the goods when you disputed the charge on September 28th 2026, the same day you requested a return label.
You were provided a return label on September 30th, 2026, and we received the goods by October 6th, 2026.
Because the initial dispute was created, the bank will now take up to 75 days to resolve the matter. Unfortunately, we cannot expedite any banking disputes.
Please reach out if you have any questions or concerns.
Thank you,
Monarch Cypress
“I was just sent an email to review my Order 10032409 confirmed on September 7. It is September 28, and I have not received my robe. I also have not even received a shipping number to track my order. So that is the reason for the poor review. I am hoping to receive my robe and will update my review at that time.”
“Classic bait and switch. Ordered overrun. Received shipping confirmation - and then got notice that my item was no longer available but I could accept a substitute that was NOTHING like the original offer. Thanks but no thanks.”
“I ordered two robes and wanted to return one of them. The company’s phone number is not active . I sent an email to customer service with no response . Their return policy is essentially non existent or a scam”
Hi, I am not sure what number you called. We were closed between Christmas and New Years so maybe that was the reason. You should have received an email back from customer service after we returned for the new year. Also if you click on customer service there is a link to our return and exchange form. Thanks
“This wasn’t a fuzzy comfortable robe as I had expected. It’s stiff and my daughter won’t wear it. If her name was not monogrammed, I would have happily returned it.”
“I am very disappointed in this purchase. My husband spent a wonderful four days at the Omni Mt. Washington Hotel in NH. The robes we were given were delightful! Really plush and comfy! I decided it would be nice to have one at home so I searched Monarch Cypress and thought based upon the description that I had found a robe that would be comparable. Well, there's no comparison! The robe I received lacks the thick soft plush lining and comfort of the robe I used at the hotel. It is made cheaply and it shows.”
I am sorry about your experience. The robe you ordered is in fact the same robe as used in the Omni (although they use white ones). You are more than welcome to return the one you have and send it to my attention and I will check to see if somehow you received an incorrect item. Thank you Ashley
The first two initial orders have been cancelled due to insufficient stock on the item requested.
We contact customers accordingly when the item is out of stock to approve whether they would like to cancel the order or if they would rather exchange for a different style, size or color that we might have in stock at the time.
We apologize for any inconvenience this may have caused you.
“I ordered a robe for my wife. Filled out the ship to, bill to with the required information. Also added express shipping to the order. Then I hit order. When I received the receipt at the email address I put in the ship to address was wrong, bill to address was wrong, and requested shipping method was wrong.”
“My sheets had a small hole in them before we even got to enjoy them. This is very disappointing 😞 I can only imagine when we wash them what will happen . I thought for 150 dollars it would be good quality sheets but judging by the hole already in them they wont last”
Dear Samantha
I am VERY sorry your sheet has a hole. Please tell us what sheet it is (top or fitted) and we will send you a replacement free of charge.
Good afternoon,
After looking into this matter I see in our files that this order has been placed on the 5th of January.
This order has been shipped out as of the 19th of January which would put us in the correct time frame listed on our website when requesting any customized orders.
Unfortunately there has been some delays in your UPS shipment due to severe weather conditions which would be out of our control.
We apologize for any inconvenience this may have caused you.
Thank you for your business and have a nice rest of your day.
Good afternoon,
This order is currently on its way and is expected to arrive this Wednesday the 24th which is listed to arrive by 7:00 P.M.
The reason for the delay is because the severe weather conditions as listed on the tracking information.
Thank you for your business and have a nice rest of your day.
“I paid to have robe monogrammed, and it was never done. I called the customer service number many times and I received a recording. There was no opportunity to leave a message because right after the message finished it hung up.. it’s been over two weeks and I still am not able to get through a person by the name Angel answered the phone and that was the end of that !”
Unfortunately your order was placed after the monogramming deadline listed on our website.
The monogram link requested on your order had no information for the monogram requested applied.
We apologize for any inconvenience this may have caused you.
We will be issuing you a refund for the monogram charge requested.
