Massimo Dutti Reviews 2,973

Please do not use this company
I bought boots that are obviously faulty so not sure why this was not spotted. The returns policy is incomprehensible and although I have provided photos etc as requested, noone will help me or respond to my messages. At the moment I am out of pocket by more than £150 and noone in this company cares or has any desire to refund my money. Please avoid them.

Sadly the customer service has been appalling , very difficult to get in touch with them . My expensive order has still not arrived and spoke to a very unhelpful lady three days ago who was going to send problem to head office . Have received no email or any help at all . Very disappointing

Terrible customer service – unfair and unacceptable

I waited specifically for Massimo Dutti’s Black Friday sale to place my order. The carrier returned the package claiming they “could not contact me,” which is completely false—no call, message, delivery attempt, or notice was ever made.

Massimo Dutti refused to reship the items, claimed they were “damaged,” and initially deducted shipping. While the full amount was later confirmed as refunded, I lost the opportunity to repurchase the same items at Black Friday prices due to an issue entirely outside my control.

Customer service hid behind “policy” and refused any price adjustment or store credit, despite clear carrier failure. This is poor accountability and not how loyal customers should be treated.

Very disappointing experience. I will think twice before ordering again.

Impossible to contact the costumer support. The phone line is simply not working and I never got a reply on whatsapp. They refused to help me further in the Sthlm store. Worse costumer service ever experienced!

⭐ 1/5 – Worst Online Shopping Experience Ever

Massimo Dutti has completely failed in basic order management and customer service. I placed my order 19 days ago, and to this day, no one can tell me when—or if—it will ever ship. There are no updates, no accountability, and absolutely no sense of urgency.

Their customer service is shockingly bad. The agents are clueless, unhelpful, and clearly do not care about customers anymore. Every interaction feels like a waste of time—no answers, no solutions, just scripted responses and excuses. It’s honestly disgusting how poorly customers are treated.

For a brand that pretends to be “premium,” this level of service is unacceptable. If you value your time, money, or sanity, do not buy from Massimo Dutti. This brand has gone downhill and clearly has zero respect for its customers.

I will never order from them again and strongly recommend others avoid this brand entirely.

Customer service = 0
there's no email verification needed for registration and I placed my order with the wrong email address. Couldn't receive any info for my order.I tried contacting them on websites, called them, emails, all the ways possible, couldn't find them AT ALL, finally they replied on IG, turns out it arrived in HK, a week ago but the address is blank! I ordered on the HK website and it was fully Chinese, so I naturally type my address in Chinese, turns out they shipped it from Spain, and all of my address info is blank! I contacted DHL and they said only the seller can change the address! I went back to Massimo Dutti and ZERO response, now my order are still on HOLD, UGH, WHO DO I TALK TO ABOUT THIS!!!!!!!!!!!!!!!

Horrible customer experience
I wouldn't even call this customer service as the word 'service' has nothing to do with what these people provide. I place an order late Friday evening without any knowledge that apparently there is no way to get hold of anyone over the weekend??? Come Monday morning, none of the online tools work (both WhatsApp and website are rubbish with
AI helpers being really unhelpful and providing answers that can be found in FAQ) and when I finally found a human after calling and waiting, I was told that there is no way to cancel the order as this can only be done within two hours of placing the order. The fact that the 'View Order' button on the confirmation email takes me to a 'Page not Found' and my online profile did not show the orders, seemed to be of no importance to these people.. So here I am, waiting to receive an order I do not want with the only option to 'reject' the delivery, which means getting them to take the goods back before I can get refunded. Not sure what Massimo Dutti thinks this is, but it certainly is not 'service'..

Customer service, there is none .

Contacting them isn't easy. They provide whatsapp and live chat option. On WhatsApp I got response after 4-5 hours.
Live chat, I had to wait 20+mins.
Part of my order was delivered to wrong address by Royal mail. They marked it as delivered. I told them that that's not my house and they gave me a case number. After few days I emailed them on contactyygbxxmassimoduttixxcom with the case number to ask about the status and they responded saying they see it delivered and shared the same proof that was shared on chat. They did not care to investigate.
I had to open dispute with Amex and don't see them caring for it. Horrible customer service. Too sad to see they belong to same ITX group that Zara does.

I purchased some items of clothing 1 month ago. The expected delivery day was the following week. They were sent but never arrived. I cannot contact anyone directly but WhatsApp with an AI generated reply. It’s a terrible customer service and I am waiting to get a refund. I would not recommend massimodutti‘s website.

If I could give half a star I would

I’ll start positive - I really like the clothes the are great and the quality is fantastic however same cannot be said for there customer service . Wow I wouldn’t be surprised if they get bonuses and commission for manipulating orders so they don’t have to refund items.

I have never experienced such deceit from a company before .

Most recently I have sent back an order with three items in (with proof) and they are refunding me for one saying two never arrived! Just so happens the two are the most expensive from the order and just under £400.

The previous time I brought in store and they had the wrong tag on so when I returned they would not accept it as it did not match the receipt.

I called customer service who loved putting the phone down on me when I was mid question.

It’s like gambling shopping with MD - clothes are exciting but at the end of it you will always lose….

I made an order for a suit in September for a wedding next year. Massimo Dutti said the items would come in two parcels. The first was delivered on time and sadly the jacket was not the colour that was expected. I waited and as the trousers did not arrive I decided to return the jacket and wait.

It has now been almost three months since my order was supposed to arrive. It says it made it to the sorting depot and no further. Royal Mail and Massimo Dutti's tracking information both state this.

I have tried to contact customer services and their AI generated response tells me to 'check the tracking information' and 'check with friends and neighbours' in case it has arrived. I have been waiting on WhatsApp and Chat to speak to an agent because their customer service is so poor. I will not be purchasing ever again.

Customer service is useless - I ordered a gift box to come with my item and the item arrived without it, I contacted their customer support who took ages to respond and told me a new one could not be sent out and refunded me £3, I stated I didn’t want the money but I did want the gift box as it is a present and they just ended the chat. I tried emailing but no response. You’d expect more from a company who charges so much for their items!

Used to rely on Massimo Dutti for good quality 95%wool-5%cashmere knits but everything bought in fall/winter 2024 and 2025 was of really bad quality for the same composition which means they are using lower quality and still selling at the same masstige price point. Literally everything started pilling heavily just after 2 wears. This is not acceptable. People liked you for quality so if you take that away we dont see why we should pay more at your store for no differentiation than budget fast fashion stores. Even cheap acrylic knits dont pill this fast.

Very slow delivery, no help via WhatsApp or AI chat, then my order didn't show in my online account, so couldn't arrange a refund. Whatspp response can take 24 hours! Not worth the aggro!

I get payed for express shipping and it’s been seven days from then ! No delivery yet

I ordered something from Massimo Dutti the other day, and seeing as they're a big brand, I didn't think to check trust pilot as surely there isn't anything to be cautious about. Then I decided why not check their rating, and, to my surprise, it was rated very poorly.
Despite all that, I received my package within 3 days, and it was exactly what I ordered, the sizing was great!
I don't know if my case was an exception, but I'd rather be honest about my experience

Horrendous customer support and unreasonable return processing times. No updates weeks later, product still “In Transit” when delivery company confirms delivery, and when you do need to follow up the Chat is barely functional. I’ve attempted 5 times to make contact and after relaying required information again and again the chat is silent. Prior to assistance the website insists on the App download for improved service, yet still terrible. No answer from WhatsApp chat hours later.

Update: waiting on WhatsApp customer support took >24hrs to speak to an agent. No case was opened when stated. I managed to solve issue myself via locating contact details for email and phone number of Irish branch, within their terms and conditions, not readily available on their site. Email is the only way it was solved.

After only 3 uses of the wol blend crew neck sweater the item is completely covered in pilling and I haven’t even washed it. I contacted customer service and they simply replied that they decided not to replace it or accept a return, without any explanation. I’ve asked for my case to be escalated. I really hope this gets resolved.

I spent two days trying to make a purchase. The website gave me error windows once I get to the delivery methods.
Called customer support and it was not helpful at all. Try to buy stuff from this website is just wasting of time. I had never ever had such a frustrating experience.