Massimo Dutti

Extreme rude staff in Cologne store and not professional online service. If you order online with the delivery to the store (in my case the store in Cologne), be aware that you won't get any email that your order has arrived. You will be phoning yourself to the store and the online service, just to find your order (that was already paid!), but all they do is blaming each other and saying contradictory things. I've never seen such an unprofessional and rude behavior! The staff in Cologne store is just something! Firstly, they didn't give me my complete order and I had to come to Cologne one more time. But the order was there all the time, they just didn't find it! Secondly, as I wanted to talk to the manager, she did not even apologize for the situation, but also blamed me that I ordered items to the store and not directly to my place!!! This is just beyond any rules...

Marianna from Massimo dutti at Oxford Circus. Thank you for providing to me an excellent customer service! Attention to details and very positive, friendly approach that what made my shopping extremely enjoyable by this lady. Definitely I will be back.

I URGE YOU TO READ THIS COMPANIES REVIEWS BEFORE PURCHASING A THING FROM THEM - TERRIBLE CUSTOMER SERVICE!! Purchased two items, both in unopened plastic bags from the stock room, both turned out to be faulty. Returned items back to Bromley store over two months ago and I still do not have my refund. Emails have been ignored, manager call back requests brushed off. You have had my items and money for over two months now and still no refund - shocking!

I purchased a water repellent parka from Massimo dutti. When I got in the rain it got soaked through. Massimo dutti said that they never stated that it was water repellent. I sent them the images of the label which clearly says that it's water repellent! After that I contacted them a few times! The only answer is being dealt with!! SHOCKING!

If I could put 0 stars I would. Dreadful customer services. MD sent me the wrong item. It was for my partner's birthday so his present was ruined. I contacted them daily. I emailed them and had no response,at all. I rang daily and They robbed me off. They would not let me speak to supervisor despite my requests. It took them over a week to tell me to return the item. They then refused to pay the shipping costs, despite it being their fault ! They are dreadful. Do not buy from them please. I am out of pocket now by the calls I've made, the shipping costs and this has caused distress and taken up valuable time.

Luv their clothing, shoes and bags buy there is ZERO customer service. I purchased a limited edition bag (last one on line) but it arrived with security tag. I emailed customer service 5 times and held on phone for over an hour a few times and if you press 1 to get a call back you get hung up on. I finally went ahead and sent the bag in with a note to remove tag and return the bag to me but they ignored my request and refunded my payment and I never heard about the bag or saw it on line again. To this day no response on my emails. What a shame- quality merchandise and non existent customer service.

They have not refunded an item they have received, it has been was confirmed by Royal Mail tracking , 2 customer service staff have confirmed the refund will be sent , Still waiting , now the Customer service phone hangs up and emails are not answered , after reading terrible reviews on customers losing money I’m really concerned

I’m surprised at how many negative reviews have been left for this brand. First of all, Massimo Dutti’s App is extremely streamlined and easy to use. There is a noticeable difference between the quality of their clothing and that of high street brands. Their pricing most definitely reflects the quality of their goods. Delivery to the UK has always been super quick. The returns process is very easy, with pre-paid postage. I think the brand is brilliant and would recommend to anyone who may be on the fence.

I want to give 0 star to this company if not, triple minus stars. The company has been holding my refund over 10 months. They seemed to have no intention to refund my money. They have the US customer service number, THE NUMBER ONLY, but the staff who responded was not In US but in Spain. The staff did not speak English well but refused to communicate via email to confirm the conversation that he and I had. I had to call 7 times before I was connected to the staff. The same staff always responded my call. I hardly understood him.

I have been always shopping Massimo Dutti when i used to live in Serbia and now in USA (online). - 2 weeks ago i ordered a blazer and trousers- which i did not like how they fit and decided to return same way they sent me in one Box. Total amount was $254.10 they have returned me only trousers- amount of $79.90. I tried to call them, several times in last few days and all they do is put me on hold for more then 30 minutes each time! I also emailed them (then never ever reply emails). I am so dissapointed!

Omg!!!! What a nightmare I bought some jeans , they were too small, had them 6 weeks now and still can’t work out how to send them back!!! Does anyone know -dxr Won’t be getting anything from there again !

Bought two items online,the online receipt showed two items ,the download pdf receipt only showed one! No receipt and you can not return even though you can show all confirmation of purchasing two items! Yet another item returned,told that was going straight back on my card,fab ,I stood at the till and ordered something else to be delivered paid by card with still holding the return receipt. That night I received an email,activate your gift receipt here? What! I rang the shop ,not helpful,I took the time to drive another 30 miles back to the shop.Manageres said ,I’m not dealing with you?! Assistant said ,’ We told you it was a gift receipt‘ ,no you told me you’d refunded straight back onto my account. Then whist holding My new gift receipt In my left hand you let me pay for another item by card and said nothing! .For example.’oh would you like to use the gift receipt for your new purchase!‘
Reading all reviews it seems MD policy is train staff not to give refunds etc...terrible company I believe they are contravening consumers rights by law.

Never shopped here before till Xmas found the range lovely and service was great at the Glasgow Scotland store.
Went back yesterday and picked some more items.
Shocked at some of the comments on here and really hope the items last as long as I want them to!

I have good experience with this shop in Glasgow ,staff was attentive and manager Helen very helpful ,she sorted my problem with refund fast ,will shop there again Ella

Worst place to go to i went to exchange my shirt and they didnt accept it because it was past the validity by only 2days!!!! Knowing that i was outside the country
????????

I purchased an item for same day delivery in London, it was never delivered due to an issue with Massimo Dutti and so returned back to sender. Massing Dutti confirmed receipt and I have been waiting for 8 weeks so far to receive a refund and still nothing has been received.

The customer service is appalling. I keep getting palmed off constantly, and saying somebody will be in touch within 24hours. They never do though.

All in all, they have provided the worst customer service I have ever received from a store and I will not be ordering from them again.

I bought two suits from the shop in Richmond. One has been ok, but the other has just fallen apart.
The belt loops have fraid and the lining has split. It's disappointing as they are not cheap and I thought I was buying a quality product. I will not be shopping there again.

To start I must say I’m a massive fan of Massimo Dutti and visit Barcelona 3-4 time’s a year and always purchase goods on those visits. However, the U.K. customer service is truly shocking and bizarre! I’ve spent around £900 in lockdown and all been fine until today when a leather jacket arrives and wasn’t the size I ordered. Mistakes happen but turns out there’s no method of returning and being sent out a new size. Gentleman informed me next that quickest way is via the shops, but then informs me that they are closed at the moment after I query that! Next he insists it’s the best way and I tell me there’s no shops near where I love on the North of England to which he informs me that he can’t confirm where the branches are?! I want asking but even if I was surely he should know the U.K. network! Next he informs the only way is to return it and buy another. I inform him that the jacket I purchased was £150 down from £250 but that I’ve just checked and it’s back to £250; maybe in advance of their sale tonight but still £100 more expensive at the moment. he has no answer to these but offers free shipping, to which I have to remind him that it’s free shipping over £100 anyway. The advisor sounded have asleep and couldn’t be bothered! This would not had in Spain and Massimo Dutti are letting themselves down! So disappointing and has put me off purchasing in the UK again.

Bought a skirt from them on 15 April which was too small it was a nightmare trying to return it. It was delivered by Royal Mail, but the bar code sent for returns couldn’t be scanned by Royal Mail. No clue on the website as to which courier to return it by.
Contacted them via Messenger Customer service assistant Maja first said she would generate ate a new Royal Mail code. Then she said when the return was reviewed a courier would pick it up. When I asked why it had to be reviewed, no answer Phone number recorded answer in a foreign language then cuts off.
Only reason I have given 2 stars is because now they have added a generate return on their website which they hadn’t before. Did that and I was email a new bar code which thank goodness was accepted by the post office
I will not wait for weeks for a refund, as some pehave said happens, but will be contacting my credit card provider
Will never be buyI got anything from this company again

Received a shirt as a Christmas present which was the wrong size. As we don't live close to a shop my daughter kindly took it in to their Regent Street shop to exchange it. Despite being unworn this was declined as the initial purchase was made over 30 days previously (purchased 2 December, exchange requested on 7 January). Isn't that ridiculous over the Christmas period?

To add insult to injury the staff in the shop were extremely offhand in their refusal to exchange the product. They couldn't have cared less!