Massimo Dutti Reviews 2,954

Customer service is horrible. I hate to chat with a bot. I tried to write an email and it's impossible to even find one.

AVOID!!!
I ordered a pair of trousers and the seam became loose after couple of use. I contacted the customer service to seek for solution for such a bad quality. This is their response: We are contacting you to inform you that following a detailed inspection of your item x by our quality department, we have decided not to exchange or to accept the return of the item. Thank you for your understanding and apologies for any inconvenience caused.
After that I complained applied to nonconformity as my consumer right and after 14 days this is the response I keep getting all over again: Thank you for contacting Massimo Dutti. We regret the inconvenience that occurred with your order number x. We will pass your comments to the relevant department, so that they can take the necessary measures to avoid a similar situation to happen again in the future. Unfortunately your claim has not been accepted by our team and we cannot accept a return in this case.We hope that you can give us another chance to demonstrate the quality of our service. Couple messages like this and then they tell me: After reviewing the photos and the information provided for your query our team has concluded that the pulled thread of the trousers is consistent with external snagging or friction rather than a manufacturing defect.These marks are not typical of a fabric fault and are caused by use of the garment.Unfortunately your claim has not been accepted by our team and we cannot accept a return in this case. This do not make any sense and provides zero help, I used the trousers couple times and didn’t have them even for a month. The quality is so poor and if that is what Massimo Dutti as a “premium” brand wants to advertise then fine, but such a high prices are not fitting for the poor quality or garments and customer service. If you want to pay 100€ and more for couple of wears then choose Massimo Dutti.

The rudest, most unhelpful, sneering and arrogant shop workers I have ever had the displeasure to encounter.

Placed an order online, received an email telling me it would arrive by Royal Mail on 9th April, then sent me another email on Saturday 5th morning to say it was out for delivery and would arrive in next few hours. It did not arrive so went on the tracking and it said it would arrive Tuesday 7th April. It did not arrive, went back on tracking which has now not updated and saying its been in the Gatwick Mail Centre since last week. Went on the Whaatsapp chat with Massimo Dutti but to say it was slow was an understatement and the agent took at least 10 minutes after every question to answer me form asking my name then email then address so by the time we got to my query that was already 30 minutes it took another 30 minutes for me to get an unsatisfactory response so i called the customer service, where the agent was both condescending and spoke over me the whole time. I still have no update on my item that I have already paid for and will be opening a dispute with my card company if said item has not arrived by the end of the week. First and last time I buy online from this company. Should have read the reviews first, then I definitely would have steered well clear.

Such a shame for your brand and customer service. I ordered an online gift card on 26/03 and it’s not yet delivered. Customer service is saying they raised it to the technical team. It’s not resolved yet, and they don’t want to refund money or give a physical card instead. Not to mention I need to chase you for updates and that it takes ages for a real person to get back to me, and not AI. I will never ever buy anything from you, such a poor customer service and experience, I have no words.

Absolute catastrophal! I’ve been a loyal Massimo Dutti customer for years, but the quality has clearly declined.
A pair of pants I bought just 5 months ago and wore fewer than 10 times tore at the back pocket. Despite not being washed or ironed, the fabric also showed visible wear on the front. My complaint was rejected as “normal use.”
This isn’t an isolated case—sweaters shrink and wear out after just a few washes, even when following care instructions.
Very disappointing. I won’t be shopping here again.

Genuinely the most dysfunctional online retail experience i have ever experienced in my life - not just once, but over and over and over and over again throughout the years. For example, on multiple separate instances I have been shipped items with security tags still attached, then of course had to ship them back, only for them to be "sold out" so that I can never repurchase again. Many other issues as well - items being put on "limited time" sale on Black Friday, only for them to be discounted even more the NEXT day after I made the purchase? It's a comedy of errors with this place. Customer service is completely aloof and has no interest in making things right for you. This is actually one of my top 3 retail stores in this category but the hassle is just not worth it.

Bought a jumper for £50 from Massimo Dutti which after one wear and wash (as per instructions) shrunk and bobbled all over. Contacted their "customer service" to be told they would not replace or refund as I had not followed the care instructions - despite me explicitly telling them I had. Tried to get refunded via my bank but ultimately it's your word versus theirs. Could have pursued via the limitations act, but lost the will after 3 months of their lies. Chancers, avoid at all costs.

Absolutely awful experience. I researched how to return items before I purchased and their site implies it’s easy and free. However, I bought two jackets to compare. There’s no return option in the email receipt which their AI bot keeps referring me back to. Unable to speak to a human, just in an AI loop. I wouldn’t buy from Massimo Dutti online again. For a large store, it’s appalling. I have no idea how to return the item.

Terrible delivery system! I made a purchase and selected the option to pick up at a Walgreens. I never received an email letting me know that the parcel had arrived, so I didn't pick it up and it was sent back. When I called two weeks later asking why it hadn't arrived, they just said I would get refunded. No apology or any attempt to resend the package to me (with free delivery, since it was their fault). I will not be ordering from them again.

I returned a bottle of perfume via a relais mondial pick up point ,as instructed by Massimo Dutti. I paid for this return. The perfume was in its original packaging , carefully packed ,with added parcel tape by me. After several weeks MD sent me a photo of an open package accusing me of returning it like that. They said they could send it back to me ( of course I don’t want it) or destroy it. No mention of my refund. I am not responsible for their courier services or others involved in transit.

Dreadful!! Impossible to speak to a real person … their returns are awful… the warehouse couldn't locate one of my returns so I have lost £99 having spent nearly £700. I will never use them again.

Very disappointing experience with Massimo Dutti.

I purchased a leather jacket that ended up staining and damaging my other clothes. A product at this price point should not ruin other garments during normal use.

On top of that, I also received a blouse that arrived already damaged (with a hole).

What made the situation worse was the customer service. Communication was slow and difficult, responses were generic, and both complaints were rejected without any proper resolution, even after weeks of back and forth.

After more than a month of trying to resolve these issues, I was left with no solution.

This level of quality and customer support is unacceptable. I would not recommend based on my experience.

Oh how I wish I could give zero / minus preferably feedback…
Long story short …after many, many chats / emails … auto reply , clearly 100% and more …NO CUSTOMER SERVICE …
Repeated myself many times ..
AVOID ..
MANGO / ZARA/And other Stories/Cos/ H&M/ etc. far more customer friendly..
These guys need to wake up.

I never expected such poor and unprofessional customer service. My package has been delayed by two weeks with no updates or proper tracking, and despite numerous attempts to contact support, I received no response.

When I finally reached someone via chat, the experience only got worse. The representative communicated poorly, kept me on hold for over an hour, refused to confirm a refund or cancel my order, and said I would have to wait 14 business days just to receive confirmation. She also refused to provide her name.

Throughout the conversation, she repeatedly tried to end the chat instead of actually helping resolve the issue. This was an extremely frustrating and unacceptable experience.

I wish I'd realised how bad their customer service is before ordering something online. The tracking on my jacket won't update and it still says it will be delivered on the 18th March which is almost a week ago now. When I try to get in touch over chat or WhatsApp their AI bot just says the same things over and over again like 'you will be notified if there are any delays' (I have not) and 'please check your neighbours' mailboxes' (Royal Mail haven't even attempted delivery yet). Beyond frustrating.

Absolutely the worst shopping experience I’ve ever had.
I purchased an item from Massimo Dutti, and after receiving it, I realized it didn’t fit me. However, the item does not appear in my account, so there is literally no way for me to return it through their system.
I tried contacting customer service in every possible way. Their AI chatbot is beyond frustrating and completely useless — it just blocks you from getting real help. After a lot of effort, I finally managed to reach a human agent, who told me that a return had been created in the system and that a courier would contact me within three days to collect the item.
Guess what? No one ever contacted me.
Now when I try to reach support again, the AI won’t let me through, and it even says my order number doesn’t exist. This is absolutely ridiculous.
I am extremely angry and disappointed. I have never had such a terrible experience with any online store — not even with cheap unknown shops. I will NEVER buy from Massimo Dutti again.

This has been the worst shopping experience I’ve ever had. They charge your card, but the product never arrives — no updates, no explanations, nothing. Customer support is almost impossible to reach, and when they do respond, it’s just generic replies with no real help.

The return process is even worse. I returned an item that didn’t fit, and I still haven’t received my refund. It’s been a long time with absolutely no resolution. It honestly feels like they just take customers’ money and have no intention of giving it back.

Extremely disappointing. I would not recommend this company to anyone — you risk losing both your money and your order.

Massimo Dutti does NOT refund unless you chase 10x which is so time consuming. Such a scam! Happened three times. I love their clothing but no way do I want to support this company now.

I am extremely disappointed with my experience at the Massimo Dutti store in Westfield Glòries.

I initially paid by card, but no receipt was issued despite the transaction being successfully processed. Instead of resolving the issue promptly, I was left waiting for nearly two hours. The manager on duty appeared completely uninformed and unable to handle the situation professionally. I was not provided with any transaction cancellation or reference code, which made the entire process even more frustrating and opaque.

In the end, I was forced to pay again in cash just to proceed, effectively being charged twice. As a result, a pair of trousers that should have cost €50 ended up costing me €100.

This level of disorganization, lack of accountability, and poor customer service is something I have never encountered anywhere else. It felt extremely unfair and, frankly, as though I was being taken advantage of.

It is truly disappointing to see a brand like Massimo Dutti, once known for its quality and professionalism, operating at such a low standard in this location.

I strongly advise others to avoid making purchases at the Massimo Dutti store in Westfield Glòries.