Name: Massimo Dutti
Rating: 1.54

“Ordered a pair of boots online which never arrived, after various attempts to contact Massimo they sent a replacement for missing item ! Unfortunately they didn’t fit so I returned them which was a lot of hassle and then no refund ! I would avoid ordering from this company online as it is very stressful and a lot of hassle !”

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Posted 4 years ago

“This retailer in Lithuanian has a horrible customer service. It's been over a month now and I have not received any updates on a faulty item that was delivered instead of nicw pair of earrings (this was xmas present to my mother). I try to attach the conversion with Massimo Dutti customer service on Facebook. I'd really really not recommend this brand to anyone. This is not the first time the quality of the product ia bad.. But such customer service is completely unacceptable... 🙄”

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Posted 4 years ago

“Very poor services. I have been sent the wrong product twice in a row, haven't received any apology and still waiting to receive the return details. The online chat and WhatsApp are broken, and after an hour on hold with customer support I spoke to an unhelpful lady who told me to send an email, which I did, and I still haven't received a response. I'd recommend avoiding making purchases from Massimo Dutti.”

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Posted 4 years ago

“I purchased clothing online but found the items to be the wrong size and subsequently returned them. The items were sent via Massimo Dutti return QR code by the Post Office and I can see on the delivery tracking that the goods have been delivered but now I cannot get any response from them and still no refund. They are a terrible company and like many I will not purchase again plus surely this company should be reported to the trading standards or Rip of Britain!!!”

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Posted 4 years ago

“If MD thinks they're going to move to more online shopping (closing stores) then I think people who have experienced the same greedy approach to customers (as many have) should shout out loud and clear- DO NOT BUY ANYTHING FROM THIS SHYSTER COMPANY. Trying to return Christmas gift items- no shipping label provided in the packaging requiring that you request it- then no response/ no shipping label- so much for free returns!!. And now I hear they have not extended the return period in a pandemic when lockdown happened right after Christmas! The customer is ALWAYS right MD- and you will loose and have lost my business when you behave like this!! Open up returns or I will post this every day!”

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Posted 4 years ago

“This company is a scam, Such a shame with that name. I bought something online and they cancelled my order but not the payment of that order. I called them because I saw that the item was still available. They told me to order again that the first money would be payed back within 1 week and that the second order could be picked up at local Massimo store. Indeed the second order we could pick up at local store but from the first order we are still waiting for our money. When calling the customer service they tell it's a mistake of the bank .... But we did not use a master/visa/amex card just old plain debit payment..... €200 still waiting for it..... So my advice DO NOT ORDER ONLINE”

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Posted 4 years ago

“I have ordered an item from online store that never arrived. Massimo Dutti refuses to refund me for the item or to properly send the item I paid for! Therefore I am left without money and the item I purchased. How disgusting in times where we support our favourite brands by ordering online they are holding onto my money that looks like "I lend them" to fix their issues with delivery company they are using. I Payed for a secure home dleivery, they can't prove that delivery happened at all! BE AWARE and chose another Inditex brand because the costumer service is awful and will leave you frustrated!”

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Posted 4 years ago

“Bought a belt from a small store in which I had recently purchased over £300 of clothing. Didn’t have receipt but had bought the previous day. Staff had seen me but it. Refused to exchange for my size. Was told “it’s your fault for losing the receipt” and “you should try it on at home before you throw away receipt because of Covid”. Nice customer service ?!?! I was going to call and then realised, having read the reviews, that of course, these businesses will go to the wall in a Covid world. And staff who speak to a customer who they know is now short of £50 because of a pointless and aggressive exchange policy lose my sympathy.”

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Posted 4 years ago

“I have been always shopping Massimo Dutti when i used to live in Serbia and now in USA (online). - 2 weeks ago i ordered a blazer and trousers- which i did not like how they fit and decided to return same way they sent me in one Box. Total amount was $254.10 they have returned me only trousers- amount of $79.90. I tried to call them, several times in last few days and all they do is put me on hold for more then 30 minutes each time! I also emailed them (then never ever reply emails). I am so dissapointed!”

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Posted 4 years ago

“They have not refunded an item they have received, it has been was confirmed by Royal Mail tracking , 2 customer service staff have confirmed the refund will be sent , Still waiting , now the Customer service phone hangs up and emails are not answered , after reading terrible reviews on customers losing money I’m really concerned”

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Posted 4 years ago

“I want to give 0 star to this company if not, triple minus stars. The company has been holding my refund over 10 months. They seemed to have no intention to refund my money. They have the US customer service number, THE NUMBER ONLY, but the staff who responded was not In US but in Spain. The staff did not speak English well but refused to communicate via email to confirm the conversation that he and I had. I had to call 7 times before I was connected to the staff. The same staff always responded my call. I hardly understood him.”

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Posted 4 years ago

“If I could put 0 stars I would. Dreadful customer services. MD sent me the wrong item. It was for my partner's birthday so his present was ruined. I contacted them daily. I emailed them and had no response,at all. I rang daily and They robbed me off. They would not let me speak to supervisor despite my requests. It took them over a week to tell me to return the item. They then refused to pay the shipping costs, despite it being their fault ! They are dreadful. Do not buy from them please. I am out of pocket now by the calls I've made, the shipping costs and this has caused distress and taken up valuable time.”

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Posted 4 years ago

“Omg!!!! What a nightmare I bought some jeans , they were too small, had them 6 weeks now and still can’t work out how to send them back!!! Does anyone know ???? Won’t be getting anything from there again !”

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Posted 4 years ago

“Worst customer service ever, worst shopping experience ever”

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Posted 4 years ago

“Don't order anything from this company. They will not send your refund back. I'm waiting for weeks now to get my 400 euro back.”

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Posted 4 years ago

“Terrible customer service! Returned an order two months ago (which they confirmed as received) but still no refund!”

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Posted 5 years ago

“I purchased a water repellent parka from Massimo dutti. When I got in the rain it got soaked through. Massimo dutti said that they never stated that it was water repellent. I sent them the images of the label which clearly says that it's water repellent! After that I contacted them a few times! The only answer is being dealt with!! SHOCKING!”

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Posted 5 years ago

“I URGE YOU TO READ THIS COMPANIES REVIEWS BEFORE PURCHASING A THING FROM THEM - TERRIBLE CUSTOMER SERVICE!! Purchased two items, both in unopened plastic bags from the stock room, both turned out to be faulty. Returned items back to Bromley store over two months ago and I still do not have my refund. Emails have been ignored, manager call back requests brushed off. You have had my items and money for over two months now and still no refund - shocking!”

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Posted 5 years ago

“Extreme rude staff in Cologne store and not professional online service. If you order online with the delivery to the store (in my case the store in Cologne), be aware that you won't get any email that your order has arrived. You will be phoning yourself to the store and the online service, just to find your order (that was already paid!), but all they do is blaming each other and saying contradictory things. I've never seen such an unprofessional and rude behavior! The staff in Cologne store is just something! Firstly, they didn't give me my complete order and I had to come to Cologne one more time. But the order was there all the time, they just didn't find it! Secondly, as I wanted to talk to the manager, she did not even apologize for the situation, but also blamed me that I ordered items to the store and not directly to my place!!! This is just beyond any rules...”

Helpful Report

Posted 5 years ago

“Extreme rude staff in Cologne store and not professional online service. If you order online with the delivery to the store (in my case the store in Cologne), be aware that you won't get any email that your order has arrived. You will be phoning yourself to the store and the online service, just to find your order (that was already paid!), but all they do is blaming each other and saying contradictory things. I've never seen such an unprofessional and rude behavior! The staff in Cologne store is just something! Firstly, they didn't give me my complete order and I had to come to Cologne one more time. But the order was there all the time, they just didn't find it! Secondly, as I wanted to talk to the manager, she did not even apologize for the situation, but also blamed me that I ordered items to the store and not directly to my place!!! This is just beyond any rules...”

Helpful Report

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Customer Service
Communication Channels	Telephone, Email

Massimo Dutti Reviews