“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!”
“This company is a scam,
Such a shame with that name.
I bought something online and they cancelled my order but not the payment of that order.
I called them because I saw that the item was still available.
They told me to order again that the first money would be payed back within 1 week and that the second order could be picked up at local Massimo store.
Indeed the second order we could pick up at local store but from the first order we are still waiting for our money.
When calling the customer service they tell it's a mistake of the bank .... But we did not use a master/visa/amex card just old plain debit payment..... €200 still waiting for it.....
So my advice DO NOT ORDER ONLINE”
“I have ordered an item from online store that never arrived. Massimo Dutti refuses to refund me for the item or to properly send the item I paid for! Therefore I am left without money and the item I purchased. How disgusting in times where we support our favourite brands by ordering online they are holding onto my money that looks like "I lend them" to fix their issues with delivery company they are using. I Payed for a secure home dleivery, they can't prove that delivery happened at all! BE AWARE and chose another Inditex brand because the costumer service is awful and will leave you frustrated!”
“Bought a belt from a small store in which I had recently purchased over £300 of clothing. Didn’t have receipt but had bought the previous day. Staff had seen me but it. Refused to exchange for my size. Was told “it’s your fault for losing the receipt” and “you should try it on at home before you throw away receipt because of Covid”. Nice customer service ?!?! I was going to call and then realised, having read the reviews, that of course, these businesses will go to the wall in a Covid world. And staff who speak to a customer who they know is now short of £50 because of a pointless and aggressive exchange policy lose my sympathy.”
“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!”
