“Total disregard to the customers. I hope customers will return the favour by avoiding this poor excuse of a shop.
My experience of returning a purchase was so terrible that I even wrote a letter to its CEO and customer service. They did not even bother to reply.”
“I bought an item less than 7 days ago and it went on sale. Spoke to an agent and they won’t do price adjustments… in the US most retail clothing stores will honor a price adjustment within 7 days (e.g banana republic, Anthropologie, etc). I believe this is Inditex policy which is great for Zara a discount store, but Massimo Dutti prices are not discount. Also, customer service agent didn’t speak English very well, repeated my situation a few times and he could understand me…”
“They have not refunded my money for goods that I returned within 5 days. They say they’ve received my return but the refund has got stuck in their banking system!! £298 worth!!! They say they can’t do anything !! It’s been over 3 weeks now . Useless customer service !!”
“For the fourth time in a row I have placed an order, I get confirmation and then when I go online to check when delivery is to be expected, I see cancelled. I don’t know why, there is no issue with credit card and they never send an email to tell me my order is cancelled. And their website jumps all over the place, the website reloads over and over , it takes ages to even scroll to what I want and now, after all this no order. I have been wearing Massimo Dutti for years, save for linen T-shirt’s which develop holes far too soon, the clothes wear and wear, receive compliments but am totally frustrated especially now there are no stores in USA.”
“Every possible means of contacting these people exhausted. •Phone calls ended with "This call can not be completed".
•No email address found online...anywhere except for the main company email...which did not respond.
•The My Account" link is dead and unresponsive saying "Please contact customer service"
•No customer service to be found. Never again will I use this company.”
“This company are a waste mod time and Kensington branch is the worst service I have ever received. The staff are basically asleep and never answer the phone, when finally reaching the branch 4 staff member and no customers but yet they can’t answer the phone! Disgusting! The website is also a complete waste I travelled to the Kensington branch and was told the trainers i found on the website showing at the store we’re not there, the blonde lady with to much makeup didn’t even check the stock room!
Masimmo dutti I will never shop there again!
The website shows false stock
And the Kensington branch are known for not answering the phone!
Avoiddd”
“Worst online delivery I have experienced.
If you choose standard delivery and you are not home, your item will be sent back to the warehouse and you can't reclaim it back. They will refund you I have not yet been refunded, but I was promised the refund so I will wait.
I then went and bought the item again with express delivery. No answer from them, called today to be told that I will be refunded the express delivery fee as the item has not yet been dispatched. Such low quality service for what is supposed to be a good brand.”
“Poor service , bought a pair of trousers that didn’t have a tag on them so I made sure to ask if they could be refunded if not suitable . Absolutely was the answer - glasgow store . 3 days later when I tried to return them I was refused and claimed they had been worn . I am a 40 something professional woman who would never do that and was very embarrassed . I contacted HQ who really didn’t want to know . I will never buy anything from this brand again , which I’d a shame as I’m a loyal customer but they don’t treat their customers with any loyalty back the way”
“Ordered a pair of boots online which never arrived, after various attempts to contact Massimo they sent a replacement for missing item ! Unfortunately they didn’t fit so I returned them which was a lot of hassle and then no refund ! I would avoid ordering from this company online as it is very stressful and a lot of hassle !”
“This retailer in Lithuanian has a horrible customer service. It's been over a month now and I have not received any updates on a faulty item that was delivered instead of nicw pair of earrings (this was xmas present to my mother). I try to attach the conversion with Massimo Dutti customer service on Facebook.
I'd really really not recommend this brand to anyone. This is not the first time the quality of the product ia bad.. But such customer service is completely unacceptable... 🙄”
“Very poor services. I have been sent the wrong product twice in a row, haven't received any apology and still waiting to receive the return details. The online chat and WhatsApp are broken, and after an hour on hold with customer support I spoke to an unhelpful lady who told me to send an email, which I did, and I still haven't received a response. I'd recommend avoiding making purchases from Massimo Dutti.”
“I purchased clothing online but found the items to be the wrong size and subsequently returned them. The items were sent via Massimo Dutti return QR code by the Post Office and I can see on the delivery tracking that the goods have been delivered but now I cannot get any response from them and still no refund. They are a terrible company and like many I will not purchase again plus surely this company should be reported to the trading standards or Rip of Britain!!!”
“If MD thinks they're going to move to more online shopping (closing stores) then I think people who have experienced the same greedy approach to customers (as many have) should shout out loud and clear- DO NOT BUY ANYTHING FROM THIS SHYSTER COMPANY. Trying to return Christmas gift items- no shipping label provided in the packaging requiring that you request it- then no response/ no shipping label- so much for free returns!!. And now I hear they have not extended the return period in a pandemic when lockdown happened right after Christmas! The customer is ALWAYS right MD- and you will loose and have lost my business when you behave like this!! Open up returns or I will post this every day!”
