Massimo Dutti Reviews

I placed an order on the 22nd June for 2 shirts to be collected in store.
3 ½ weeks later you sent me the below email, to identify one item as “faulty”. This is very unusual and I have never heard of a company doing this before.

Anyway I have been onto you customer service chat to cancel the remaining item only to be told that it is packed up and ready to be sent. I pointed out that it would save you 2 journeys, packaging and staff time to cancel this now, before it is sent and not to waste the packaging and the travel and save its impact on the environment, in addition to saving the time for your staff at the Grafton st store to take the order in, log it, only to have to send it back to your warehouse. I was told it is not possible, it will be sent regardless.

I then asked about my refund, as you have said one item is “faulty” I would expect to be refunded immediately as I am never going to receive this item. I was told that I will only be refunded when the other item has been delivered?
Can you tell me why this is the case, why are you keeping my money when you have no intention of sending the item?

I am very disappointed in Massimo Dutti’s lack of customer service and efficiency in not refunding the customer immediately you state you are not going to send an item. Very disappointed in your lack on environmental consideration and allowing an item 2 wasted journeys when it will 100% be cancelled.

I ordered three sweaters two days ago, received them today. Great delivery time, love the products, all of the sweaters are so cozy and a great fit plus I love the design. Packaging was extraordinary as well. Thank you MD for great service, will definitely be buying again from Massimo Dutti in the future.

I have never experienced such rudeness from the online customer service (consultant name Dario) before… therefore I will not buy anymore from Massimo Dutti...

I bought 1 shirt, some heel sandals, and 2 skirts. The shirt is absolutely fine and the price is oook (almost 20€), the shoes are definitely overpriced and uncomfortable, altho im keeping them cuz i can handle a little bit of pain and i admit, the are pretty hot BUT! The skirts.. supposedly "satin", have the worst quality ever! Βershka and h&m even have better quality clothes than this and the are way less expensive. Each of the skirts costed almost 70€ and they look and feel like i bought them from a Chinese store. I requested via the app to return both of them, hope everything goes well. I wont buy from that store again tho.. its not worth it.

Bought two men's suits from Massimo. They are labeled as Italian Fabric but unfortunately both are of inferior quality as the canvas (inner interfacing fabric) is tearing apart from the shoulders to arms, side pockets of the jacket, and pants bottom. Tried to reach Massimo but no answer. Disappointed as these are expensive suits.

Appalling service. I am due a refund of £468 from Massimo Dutti due to a complicated case in which they mistakenly collected the wrong item from my house, and after a month of regularly contacting them I am getting nowhere. They still have my property and haven’t offered to return it or to refund the value. They have zero respect for their customers and zero sense of integrity. I will never shop with them again.

Awful! I ordered two items in Portugal +4 euros for delivery, paid. They sent me on Saturday that they don't have the second item and they will deliver only one item. The support stops working on Saturday at 4, Sunday they don't work. On Monday they told me I can't cancel the order or select another item and the one item is already delivered... And now I have to go through some online forms to get my refund for the item they can't send. In Support which is only on watsapp they say "we can't do anything". So rude!
I don't need the one item you are sending me, I ordered it to compliment the one you don't! Cancell the order and pay 4 euros from your pocket if you are so smart!
To all of you, avoid Massimo Dutti online shopping! It's a disaster!!!!
To Massimo Dutti: follow Motorolla, Xerox, and Uterque. Your fall is close enough! Bye-bye! And I hope your stupid managers and arrogant support agents will never find a job in any other company!

I made several purchases over the last months and, as I live in Greece, I used the Greek website. The service and products were great but I have to comment particularly on the returns procedure: It was the simplest and quickest returns I have encountered in years of shopping online. Each time my refund was issued a day or two after shipping the item free of charge. I was amazed! I'm sorry to read that other people had negative experiences, but, really, I can't fault them with anything. I will definitely be buying again in the future.

I have been a Massimo Dutti customer for years. Recently, during a visit to Spain, I went shopping at one of the local shops and bought a belt. When I first wore the item back to the UK, the buckle just went off (it was glued...). Leaving aside the negative surprise of having purchased such a low quality good, I contacted the customer service for an exchange. After having the issue bounced around, I finally received an automated message saying that to exchange a faulty item, you have to go to the store in which you bought the item. Full stop. Zero help from customer service, not even an attempt. The product sold was clearly faulty. Is helping a customer let down so difficult for a multi-national company?
Takeaway: never shop at MD while on holiday. And probably I will shop less there in the UK too...

I have payed for one pair of shoes 170€ , but it has got very bad shape only within 6 months , even I wore them only once in a week. The quality has drastically decreased. So expansive for the poor quality.

Sent wrong item and not taking back :)
Bought a sandal online and received wrong item which is both from right side and different sizes. Really disappointed, can’t even contact with help center. Already sent an email with pictures which can prove that wrong item but always say they can’t see the pictures. ?‍♀️

Online delivery in Serbia is nightmare.
They are lying to you first saying package is with delivery company and at the end when you check it’s not true they apologize for delay which is already 3 weeks!!
Horrible. Uneducated and unprofessional people who doesn’t know how to speak with customers.

Their app and online shop just don't work properly. When contacting the customer service, they just send bunch of email templates, without actually answering on concrete issue.
Funny thing is that whenever they have sales, it's basically impossible to shop online, Klarna as payment method does not work as well ("technical issues").
Think I'm done with this brand and it's sad since I really like the style and materials.

their app sucks big time and but their stores are good in india

Terrible costumer service. Still waiting to get my refund after 3 weeks. Horrible communication and very rude agents . Avoid