We bought clothes in the store in Brussels. Got the VAT receipt as we returned to home (outside Europe). We got the stamp in Brussels airport and then used Vattfree.com to receive the VAT back as the counter for receiving the money back on the airport was closed. Despite several messages from both Vatfree and myself there is no reply/positive reply from Massimo Dutti. They keep sending standard messages that we can buy online or go to the shop. When I finally got in touch via WhatsApp with the customer service in Spain, the answer was that I had to go back to the shop to get my money back. I informed him that this doesn't work like this and that they are according to EU regulations are obliged to refund the VAT. He then said to write an email, I did and off course no answer apart from the stupid standard answer. When I approached them again the answer was that I had to go get my money in the shop. The communication from customer care Massimo Dutti is absolutely outrageous and stupid. Vattfree is starting now a legal procedure against Massimo Dutti. Anyway their behaviour stinks and is fraudulous.