“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 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.”
“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.”
“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 ???? Won’t be getting anything from there again !”
“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!”
“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!”
“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...”
“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...”
“Hi, I ordered a pair of trousers online recievwd them promptly but didn’t fit. There was nothing with the trousers for returning so phoned the Grafton Street branch spoke to the manager who wasn’t very friendly!!! When we finished our conversation she just hung up without even a Thank you or Goodbye!! VERY RUDE.... Returning is very bad. No labels nothing to go on!! I was told print off receipt myself pay postage and that’s it!!! Very unsatisfactory!!
First time to order online with Massimo Dutti and last with that terrible service especially from the Grafton Street Manager. If she wasn’t so rude I mightn’t have written this review.”
“I am disgusted with Massimo Dutti. I bought a jumper for my husband as a Christmas present on 12/12/19 in a Spanish store. Soon after I had to go back to another country to look after a sick relative. On my return I had to take the jumper back because it was too big. I was 2 days over the 30 day return policy. I would have been happy with a credit note. I know I was 2 days late returning the jumper but had no option to bring it back sooner. Of course Massimo Dutti do not want to help their customers at all. I was refused point blank in store to be allowed to change it. I contacted their customer service team online & found them very rude, she even cut me off. I was hoping for a little compassion from Massimo Dutti as it being the Christmas season but they refuse to budge. I am now left with a useless garment that my husband cannot possibly wear. Other fashion stores have a longer returns policy over the Christmas period. For eg. H&M aré doing Christmas returns up to the end of January. I am not sure I would shop in Massimo Dutti again. The staff online are very rude & not at all helpful to my situation”
“The worst customer service if that is what they offer. They cancel products and do not notify the customer, do not offer alternative delivery, you call them and, as English is not the first language, one cannot get the point across. Really bad experience!”
“Bad experience. Hard to find someone that can help you, no one takes ownership when you need help. I order online for same day delivery and did not receive it yet after 2 days. I live in a building with 24 hour security officers and their excuse is "unable to deliver". No one even try to contact me and when you contact them on the phone they listed on the web they are not able to assist " you need to call United States store". Calling the "flagship store" is a joke, no one pics up. I had one of the most disappointment and frustrating experience ever.”
“The most horrific online shopping experience. With other retailers you at least have an option of tracking your order. Not with Massimo Dutti. I have ordered my product to be delivered to a local store. Way past the advised delivery date and not a single update from Massimo Dutti! How about at least apologising for the inconvenience and letting me know what on earth is going on. No contact numbers to follow up on the order. The courier company they use doesn't have a tracking tool on their website - why would they even share the tracking number with us then if it's useless??? AND. When visiting the actual store, all the shop assistant could advise was: it will probably arrive at some point next week. Really??? Never again!”
“I had a truly awful experience with Massimo Dutti. They have great products, but also the absolute worst customer service I have ever encountered in my life. They did not deliver my products, nor did they answer my e-mails, nor did they want to pay back my money. It took me months to retrieve my money back from them.
On 16-6 I placed an order and bought several products at their website, but I never received it. I have e-mailed them nine times over a period of 2 months. Sadly I never received any answer from them, apart from standard e-mails (for which I had to wait several weeks) in which they just said they received my complaint, nothing more. They did not go into the substance of any e-mail whatsoever. Nor did they show any willingness to solve the problem.
After more than two months of waiting I told them I was going to sue them to retrieve my money. Then all out of the sudden I received a standard e-mail which stated they had successfully received my return (there was nothing to return because I never got my products) and that they would transfer the money back to me. On 19-8 I finally received my money back. No explanation or apology of any kind.
The people working at the online customer service are completely incapable at their job. It is almost as if the customer service is nonexistence. It is such a shame and I find it truly insolent towards their customers. I would strongly advice potential customers to never place an order at their website. They don’t deliver the products and it is a terrible hassle to retrieve your money. Just go to their physical stores, which are excellent.”
