“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.”
“Terrible customer service. I ordered a gift card online to be sent to a family member. They sent an email asking me to get in contact with customer services. I did so, and they said the gift cards were out of stock. They asked if I would like a refund or wait until they’re in stock. I said I was happy to wait and to send the card as soon as it was in stock . After I few weeks they asked me to get in contact again. I did so, and they wanted to confirm I still wanted the gift card sending. I said I was happy for them to send it. They just ignored me and refunded me the full price of the gift card.
I’m really annoyed , because it was meant to be a gift for my sister in law.”
“Awful online service, I would have given alesser review however not an option. tried in vain to order an item as a new customer. Couldnt get past the privacy policy after several attempts. Called customer service to explain i wanted to place an order, they told me to try another search engine then call back. Completely dis-satisfied. They should have offered to place the order for me. Awful service and judging from online reviews will not attempt to purchase again.”
“I was a big fan of Massimo Dutti. I bought my first clothes from a Massimo Dutti store in Sibiu, Romania a few years ago. I was impressed with the style, fit and quality. More recently I ordered a few pants online, in US and I am extremely disappointed. The price went up and the quality went down. Everything is manufactured in China.”
“Ordered online at their US web-site for an in-store pick up. After 2 weeks still no order. The only customer service representative they employ for both calls and emails does not answer my written inquiries and when I call him says that the package has been lost during delivery but that he is not going to process a refund because he does not deal with refunds nor know the contacts of a department that does. They stole my money and are not even shy about it! Can't believe my ears - first time in my life I am told "Package was lost but no refund madam" (in a horrible English).”
“Avoid at all cost! I ordered a tuxedo from the Personal Tailoring line. A special request, but all detail with pictures well documented. They delivered the wrong color, the wrong style and an awful fitted jacket. They promised to fix twice but were not able to deliver at all. Such a waste of time. To sort out the aftermath, I contacted the customer service which was unresponsive and responsibilities were shifted from MD to Inditex back and forth. An (embarrassing small) compensation was promised but never arrived. They don't respond to my emails anymore. I will not put a foot back into this store.”
