Massimo Dutti Reviews 2,973

Terrible. Tried return items bought online. Website offers postal return but this is not available when you try. The only way to contact is office hours what’s app that takes hours to get a bot , unsatisfactory response , asking me to arrange a collection from the original order email, which is not possible.
Still no idea how I am going to return these. I would avoid all online shopping with them. Terrible service

this is the worst service I have ever experienced in my life. They didn’t send me the items I bought and still charged me for them. Nobody takes care of this situation and they constantly keep lying about it. There is no email address or any way to follow up. The biggest scammers of all time. I will contact a lawyer for this issue, apparently they do this to other people

Disgusting customer service from Massimo Dutti. I was delivered a parcel with a missing item and have been trying to speak to someone for over two weeks with no success. It is virtually impossible to get hold of customer service, and when I finally did receive a response, it was completely unhelpful.

They have refused to refund me for the missing item and offered no real support or resolution at all. The whole experience has been incredibly frustrating and disappointing, especially for a brand of this size.

I will not be shopping here again and would strongly advise others to think twice if anything goes wrong with their order — you will be left on your own.

Delivery did not arrive. Tried to contact costumer service - no response from an agent. Paid through PayPal had to contact PayPal for money return.

Have strong believes that my parcel never left a warehouse.

Horribble, horrible customer service. Will definitely not buy there again, ever.

This is the worst customer service I have ever experienced. I paid over £150 for a pair of brand new leather boots which arrived covered in marks and scratches, and in a box that was clearly damaged. Over the period of a month, I repeatedly tried contacting customer service via email, WhatsApp, phone call and their customer support forms. Every time I contacted them I heard absolutely nothing, and was hung up on immediately over the phone by incredibly unhelpful customer service advisors. The customer service team are much more interested in getting you off the phone as they are in helping customers to resolve their problems. They will find any excuse to pass you onto someone else or ask you to email them instead - all of which will lead nowhere.

For an expensive, premium brand - Massimo Dutti customer service is exceptionally poor and I would recommend actively avoiding shopping with the brand.

I have been trying to return my purchase for over a week and contacted customer services for help. I have reached out via their chat and what’s app 4 times but still can’t get a response. The service is extremely poor for the price point. This was my first experience with them and as a result of the shockingly poor customer service I will not be purchasing from them again.

This is an absolute disaster. I was unable to return my items because of a persistent pop-up error that completely blocked me from moving to the next step.

The error lasted for about a week. I tried again and again, only to miss the return deadline because the system simply did not work.

What makes this even worse is that there is no way at all to report the issue or speak to a real human being. No customer service, no response, nothing.

I have never experienced anything like this before. It feels like the entire system is broken, and the company is completely absent when something goes wrong.

I purchased a skirt at the Bogata store. We discovered a small tear in the fabric after leaving the store, about 40 minutes later. We immediately returned to the store to return / exchange the item. The management refused claiming the skirt was in good shape at the time of sale. NOT TRUE! I wanted the skirt, wanted to keep it, wanted to wear it. Why would I tear the skirt and go to all that trouble!?? Inferior merchandise. Terrible customer service (basically accusing me of lying). Avoid this brand like the plague.

A bunch of bad customer service staff. Never order from Massimo Dutti. Delivery did not arrive and the website chat is not working and did not give any response, Instagram also have to keep following up. Payment has been blocked as a scam. Do not order online.WhatsApp is not working using AI worst still the chat is not even working and close without any response. My order did not arrive. I manage to report to the bank as part of a scam to block the payment.

I received an item with missing details and wanted to get in touch with the customer service. I have reached out to them multiple times over two weeks with no answer. There is no call or email support, the only answers I received were AI generated messages promising me an agent would assist me. Well, they never have. I have tried to register a return for this faulty product, but the return portal does not work on any device or browser.

As a person with experience in retail I do not mind mistakes in my order, but I do mind a company having 0 respect for their customers. I will not be purchasing from this brand again.

They sent me the wrong item, which I returned and now Massimo won’t refund me. Pretty much just stole £170 pounds from me. Thanks Massimo! The chat ,customer service is pretty much useless as nobody replies, if they do then they close the chat if you don’t reply within 5 seconds. I wish I had read these reviews sooner. Please avoid at all cost!

Very poor customer service in Ireland. It is impossible to contact on WhatsApp or online chat,, no other way to contact. I made some returns around 1 month ago and no updates

Ordered a skirt and wish to return it. Impossible to access the returns portal because "an error occurred". Tried to ring them but on hold endlessly because they are "busy". So I am stuck with an item I do not wish to keep and I do not live near any of their stores to return it.

Pricey Merino wool pullover from Massimo has two holes after just a few months use. Total junk this company is hawking, and way overpriced. No more!

Terrible customer service - still waiting for a refund from last year. Can’t get any sense from anyone at Massimo - waiting hours for them to respond on WhatsApp and when they eventually do, they wait 10 mins and close the call!!! Arrrgh. So frustrating. Won’t ever use them again. Lord knows how they are still in business.

I’ve been a massimo dutti loyal customer for more than 15 years. I’ve noticed that their product quality has dramatically decreased.. I bought 2 cashmere sweaters originally priced at 250€ each and the quality was so bad I found 2 holes in them after just wearing them 2 times and didn’t even wash them. What was even worse that it took me more than 1 month to reach to their customer support as through WhatsApp you reach to an AI agent then to a human who asks me questions and I provide all the details and then no one follows up so I start the process again answering the same questions. At the end I had the reply this is not a manufacturing defect and they’re not willing to refund or do anything. Eventhough clearly they have very poor quality considering the price tag.

Trying to return an item as 'guest' .Followed all instructions but can't get past the page to choose the item to return as a 'page error ' comes.
Been on Chat all morning and afternoon trying to speak to an agent with no success.
Phoned the free phone number several times before been cut off immediately following their pre recorded message.
No idea where to turn next.
NEVER, EVER will I purchase any item from Matissmo Dutti again.
Be warned!!!!!!!

Jumper arrived with makeup stain around the neck. I immediately looked for the help page to make a claim as I wanted to return and get my postage’s refunded too.
There is no return portal and you jump through hoops to get to where you want to be which is chat or WhatsApp
The jumper was obviously not checked before it was sent out.
Customer service is non existent and I still haven’t had any human contact since the initial contact with AI bots which was 2 weeks ago.
I wish I had read the reviews before I ordered online as I wouldn’t have proceeded. Everyone raves about the brand but their sizing is small and items average.
By all means try on and buy in the shop but avoid online. The jumper is too small for me so I now have a makeup stained useless jumper.
Bad experience all round. Reading other reviews I am not alone and they must be making a mint with undelivered items and non existent refunds. Disgraceful.

Shocking experience, ordered in November, never received items and refund.