MaxMara Reviews 432

Good morning. I need to know what happened to my package. It's been quite a while and I haven't heard anything. What's going on? Am I going to lose my money? What you do to your customers is awful. This theft is something you should report. What have you done to me?

When you buy a luxury woolen coat from a premium brand you expect premium customer experience. I had some damage on my coat and wanted support with where I could get it repaired. Both in store and online customer service has been very disappointing and I will think twice before buying again here

I wrote a review about two months ago and been told to send the complaint to the customer service's mailbox. I have been waiting for 2 months without a response. I'm very unsure why bothered to ask us to email the complaint to them when they would ignore it.

I love Max Mara, and it’s one of my favorite stores. But Cora from customer service is completely useless!

I tried to place my order with Max Mara Online store. But the payment did not go through, I tried two different credit cards, PayPal, Apple Pay, nothing worked. Knowing from before that this was a permanent issue with Max Mara, I contacted Customer Service. The response Customer Service sent me really shocked me. There agent Cora said that I was buying too many things with them (three this year, value less than 1000E). They probably counted my attempts to buy that last item which never went through. So smart employees there.

I just wanted to add that it is pretty weird that Trustopilot approves AI responses. Every Max Mara review gets the same response. No help at all.

I ordered a pair of trousers from Max Mara UK online store that were much too small despite being my usual size with them. I was VERY nervous about sending them back after reading these reviews, and tbh was kicking myself for ordering online at all, but the returns process was incredibly smooth.

UPS picked up my return in the afternoon, the next morning I had an email from Max Mara saying my return has been processed, and only 2 days later the money was back in my account! This was the fastest refund I think I have ever experienced with an online retailer.

The only downside was having to print UPS returns label myself without a printer, but luckily I could use one at work.

Just wanted to share my experience in case anyone is feeling concerned as I did about returning their purchases!

It was my first visit at Max Mara London Old Bond Street last Sunday and I was amazed with the experience - all the staffs were so welcoming and I was taken care by Ali and he knew exactly what I was looking for and he was helpful beyond my expectation. I bought my first cashmere coat and I did not which was to choose and he knew every items so beautifully. I was very happy to meeting such a young and helpful soul. He has an excellent customer service and he knows how to care for his customer. I am sure Ali will go a long way. I will definitely come back for more shopping as my experience was really great and their products are indeed of the best quality.

You’d think for such a company you would get good service. DO NOT ORDER. Read the reviews, no idea what’s happening but for such expensive items and orders being placed it’s absolutely diabolical. I ordered a very expensive item (4-6 days shipping) nothing has arrived and my order still processing. Requested to cancel but wasn’t allowed even though they haven’t even prepared it. I can guess what’s going on with the company. Don’t bother with online orders…

Beware! Max Mara will sell to you expensive but defective products and then refuse to take them back if the return period expires due to their incompetent customer service. Their customer service does everything to avoid returns!

Return#1867831251
Sent back the defective bag almost a month ago,but still haven't received the redund. Told the customer service to redund to my new credit card but still the refund was sent to my cancelledcredit card. It's very frustrated and it's been taking too long to process. The customer service agent was friendly, however I want my refund back!

I visited Max Mara at Selfridges looking for a specific coat that I absolutely fell in love with, only to find out it was completely out of stock — not just in-store, but across the whole of the UK and even online. I was so disappointed, but then I met Yannick, who truly went above and beyond in a way you rarely experience in retail.

Yannick didn’t just check stock and leave it there — he made it his mission to help me. He went out of his way, even travelling to another store, to secure the coat for me in the right size so that I could purchase it through Selfridges, as I have an account there. I honestly don’t know many people who would put in that level of effort, especially when it wasn’t easy to do.

Beyond that, Yannick is just such a kind, warm person. He took the time to speak with me properly, asked about my background and my family, and made the whole experience feel personal and genuinely special. His professionalism, care, and humanity really stood out, and I’m so grateful for everything he did.

If you’re ever shopping at Max Mara, I can’t recommend enough going to Selfridges and asking for Yannick. He truly deserves all the recognition — an absolute credit to the brand.

I am extremely disappointed with my recent online purchase experience with Max Mara.

I placed an order on 18 January 2026 for a high-value coat. At the time of purchase, delivery was stated to be within 4–6 days. However, the order remained in “Processing” status for over 10 business days, with no dispatch confirmation.

I contacted Customer Service multiple times and received inconsistent and vague responses, such as “working on it” and “please be patient”. At one point, I was specifically advised that the order would be dispatched on 29 January, but no dispatch took place and no proactive update was provided afterwards.

In addition, I raised two separate individual enquiries via email, both of which received no response at all. The lack of follow-up and accountability made it extremely difficult to understand the actual status of the order.

Despite the premium price point, the delivery handling and communication were far below expectations. I was not seeking a cancellation or refund, only clear and accurate information on when the item would actually be shipped, yet this could not be confirmed even after repeated follow-ups.

For a luxury brand, this level of delay, lack of transparency, and unresponsive customer service is highly disappointing. I would expect significantly better logistics coordination and customer communication when purchasing items at this price level.

I would advise anyone in the UK from ordering until MaxMara have sorted the issues / backlog.

I placed my order on 11th January (4-5 business days delivery time), and have made contact several times with CS since then. I keep getting given the same standard responses.

Last week, the date I needed the items for had passed and so I asked for the items to be cancelled. I was told they were in transit and this was not possible.

This evening, I’ve had confirmation that the label has been generated (item not actually shipped!!) for 1 of 3 items!!

Yes I can return free for a refund, but the charge to my card will take days to clear back.

Very disappointing from a brand that charges such a high premium.

Terrible quality and even worse customer service. I bought a coat in October 2025, and it fell apart (most buttons fell off) by December. It is now late January 2026, and the company refuses to honor the warranty or provide a refund. They completely ignore my requests.

Giving them one star is a joke; they deserve zero. Save your money and shop elsewhere.

First time ordering maxmara online , it was easy and convenient on sale I purchased a bag about 600$ off . The only complaint is that it does take 3 weeks for delivery compared to shopping in country, and I did reach out to them and I got a delayed reply but to be fair it does state about 10 working days for shipping , I just didn’t like that they charge before shipping, anyway my bag did come and it is lovely 😊 not many I know will have it I’m happy with it , if you have the patience I’d give them a try .

This company deserves negative ten stars. I ordered a coat on 12/30 and have yet to receive it. I have emailed and ask several times to cancel but keep getting the runaround and nothing gets resolved. I am going to make a complaint with my local attorney general’s office. Maxmara should not be allowed to take online orders. I sincerely hope they get fined for not canceling orders and offering refund immediately.

Absolutely terrible customer service. It's been ten days since my order. The online chat don't have a clue what's going on and there's no complaints procedure. This for a luxury retailer selling clothes worth thousands of pounds. Utterly appalling - not worth buying.

Awful online customer services. Placed the order on 12th Jan, still no order shipment after 5 working days. Tried to contact the customer services using the online chat. It took the operator named Eizel, 20 minutes to respond me that the order is still processing, which I could see in my account. It is clearly that they have no interest to reply. When I further asked how long should I expect it to be dispatched, it took another 5 minutes to tell me shipment takes 4-6 working days. Nothing but FAQ answers.
The order is definitely delayed. It is my first time ordering online, and the online customer services they provide is disappointing. After reading the comments on Trustpilot, I made my mind to cancel my order. I called them instead. The lady on the phone was very helpful, who cancelled my order without issues.
If the operator from the online chat is more professional, I would probably not cancel the order.

I don’t usually write reviews, but I was worried after returning a coat that I didn’t want I would not receive my refund . I sent the coat back and the process was so quick.
The coats was sent by UPS pick up on the Friday and by the Monday i received an email saying it had been checked and the money will be back in my account within 14 days . I looked in my bank account on the Monday and it was already showing as about to be credited in the next few days . Honestly the most efficient return service I have ever used. The negative reviews did panic me but honestly it was great !

Very poor experience. Ordered a coat online and it took 2 weeks to be delivered, I had no update in that time. The coat arrived and it seemed like a fake -- it was incredibly low quality, and didn't seem to be the same coat I ordered. It was much shorter that advertised (it barely hit my knees when it should have been calf-length) and it was very large and wide, when it should have been more fitted. I have another MaxMara coat I purchased years ago in the same size and this didn't even seem to be the same company in comparison. The coat was also sewn shut, there were multiple points along the opening where someone had sewn it shut, so you couldn't even open the coat to try it on. It's almost as if someone had tried to mark it as not passing quality control, but they sold it anyway. My size is now sold out and I am unable to exchange, which is extremely disappointing. Honestly I don't know how this company can charge so much money and provide such a horrible experience. I thought this was more of a one-off situation until I came here to write a review. I will no longer be giving my business to MaxMara.