Massimo Dutti Reviews 2,948

Faulty jumper and extremely poor customer service

My experience with Massimo Dutti has been extremely disappointing. I purchased a jumper which became damaged after being worn only twice. I followed the washing instructions carefully, yet the seam came apart. This clearly indicates a fault with the garment.

Under the Consumer Rights Act 2015, products should be of satisfactory quality and reasonably durable. A jumper that falls apart after only two wears clearly does not meet this standard.

What has been even more frustrating is the way my complaint has been handled. I have repeatedly explained that the item is faulty, yet my concerns have been met with generic responses that do not address the issue or my consumer rights. At times there has been little to no meaningful communication at all.

For a brand that positions itself as premium, the level of customer service I have experienced has been extremely poor. Rather than resolving a straightforward issue, I have been left feeling ignored and dismissed.

I have now escalated the matter to senior management and hope Massimo Dutti will take responsibility for both the faulty product and the unacceptable handling of this complaint. If the matter continues to be ignored, I will also be sharing my experience on additional consumer review platforms.

Very bad customer service, especially when you compare it to their parent company, Zara. They hardly respond on the chat. I was left waiting for about 10 minutes while repeatedly asking about my order, until I finally quit the chat.

The second time I contacted customer service, they told me they had tried to contact me to offer a refund or send a replacement. This is simply not true—I did not receive any call or email, and they did not provide any proof that they attempted to contact me.

I have now asked them to issue a refund as soon as possible. Overall, the customer service experience has been very poor.

SUPER BAD, NEVER ORDER

Appalling service. I bought a top online and wanted to exchange it for a smaller size. The website offered no details on how to do this, I tried the WhatsApp number, and got a chatbot, that sent me to the website. I phoned as was told that I couldn’t exchange as the item was out of stock, although it’s still advertised on their site. When I tried to complain the call centre staff ended the call. Clothes are lovely, but if you buy online you need to have an efficient return or exchange policy, Massimo Dutti don’t have one.

I had to take time to share the awful customer experience I had at your Laval store today
I am myself a director of sales and I expect a good attitude and great customer service where I choose to shop
Sadly, your sales person had such a bad attitude, made me feel like a fraud while I was returning a product
I even tried to explain to her that its sad that good people have to endure for the people that try to return used items and she made me feel like dirt
I know what good salespeople are like, like the ones I hire on my teams
This person you do not want to represent your company
She gave me so much attitude even When I tried to explain to her how I felt and that I understood how difficult it is now that so many people try to abuse the system
I could not believe it so I took time out of my busy schedule to share this awful experience which sadly will make me reconsider shopping at Massimo : (
If customer satisfaction is important to you, you will reach out and help this person serve your customers better

Purchased a pair or trousers in store at dundrum approximately 1 year ago and so far I have had to replace the front right pocket as the material is so thin it tore. Now the front left pocket is tearing. Also the rear pocket is tearing away from the trousers. I tried contacting them through their WhatsApp Ai bot and spent an hour going in circles not able to speak with any real person. I Love the style of their clothes but this is the worst quality clothing I have ever experienced. I’ll keep trying to reach out to them.

Disgraceful customer service! After many weeks of useless and contradictory emails and whatsapp chats with Massimo Dutti trying to resolve an issue with a missing item, I finally got a phone call from them. I was initially delighted, thinking I would be able to finally resolve the issue - I said Hello, the woman from MD spoke, gave me contradictory and useless information and before I could even say ONE WORD in response she said thank you and goodbye and put the phone down! Absolutely extraordinary way to run a customer facing business. WILL NEVER DEAL WITH THEM AGAIN.

For several days I was trying to place an order using my personal card. Each time the payment amount was charged and then almost instantly returned to my account, making it impossible to complete the purchase.

Massimo Dutti customer support repeatedly insisted that the issue was caused by my bank. However, my bank confirmed multiple times that there were no problems on their side and that the payment was being rejected by the merchant’s acquiring bank, meaning the issue had to be resolved internally by Massimo Dutti.

During these conversations (in chat, use “call human” for an agent), customer support continuously advised me to use another card — either my own or a friend’s card as the only solution. Following their recommendation, I eventually proceeded exactly as instructed and completed the purchase using my friend’s Wise card.

The order was successfully paid and confirmed.

However, only a few hours later I received an email stating that my order had been successfully cancelled. No explanation was provided, and no email regarding the charged funds or refund was sent.

When I contacted customer support again, I was told that no payment had reached them and that the card used for payment was allegedly involved in fraudulent. I requested official written confirmation by email, but none was provided. Instead, I was told to wait up to 30 days for response.

Ultimately, the issue was resolved only after contacting Wise support. Wise confirmed the payment had been completed and was being held by the merchant, and the refund was processed by Wise within 12 hours thanks solely to Wise’s intervention — for which we are very grateful.

Unfortunately, the behavior of Massimo Dutti customer support cannot reasonably be described as customer care. My money was held, no official written explanations were provided. Instead of assistance, I was repeatedly redirected to my bank and told that the issue was related to my “fraudulent card”.
Support provided this information only via chat messages — which disappear after the session — and refused to send any official confirmation by email despite my repeated requests.

After reading many similar experiences here on Trustpilot, I am genuinely shocked that Inditex management has not addressed these recurring issues. There appear to be serious problems not only with customer support quality but also with payment handling and internal processes.

Hello Inditex, do you need help???
Do you actually care about your customers, or do you simply not need to, because you will earn your billions anyway?

It’s getting very clear that big systems don’t care about people if this big machine brings billions. And that is frightening.

Like others - this is a dreadful company. I am trying to get a refund on a coat which I purchased in October and it is now February. Umpteen letters emails phonecalls and Facebook messages.
They just make on-going excuses and repeat the same information.

Extremely disappointing experience with Massimo Dutti.
Within a short period, I dealt with defective items, missing products, and an order officially declared lost. Customer service responses are slow, repetitive, and largely procedural. Refunds are mentioned, but actual processing lacks urgency and transparency.
The most concerning part is the pattern: quality issues, delivery failures, and the burden placed entirely on the customer to chase resolutions.
For a brand positioned as premium, the operational standards and customer care fall significantly below expectations.
Apologies are frequent. Accountability and efficiency are not.

The website is slow and difficult to use, the return process is rubbish, and customer service is very poor.

I purchased three items and returned them with confirmed delivery, and their website showed all three received. Yet I was only refunded for one item, despite providing proof of postage and delivery. Customer service has been unhelpful.

I recently had a very disappointing experience with their online service. I ordered two parcels and nominated a specific Post Office for collection; however, the parcels were delivered elsewhere without any clear notification. When I contacted customer services via WhatsApp and phone on multiple occasions, I was unable to obtain clear information regarding the location of my parcels.

Unfortunately, the customer service representative I spoke to was discourteous. When I politely asked for their name, I was told that I was being rude. I sincerely hope that call recordings are reviewed for quality improvement purposes.

It is a shame, as the clothing itself is of good quality, but the online service and customer support were extremely poor. Based on this experience, I would not recommend using the online service until significant improvements are made.

I just gave 2 stars and not 1 because the customer service was really quick and helpful. However, my situation was that I ordered shoes from them and they arrived in bad shape (a lot of scrathes), so I tried to switch for a new pair but because it was on discount was not available anymore. They at the end told me they can give back the money as soon as I return them, but the thing is that I paid for something that was delivered in really bad shape and at the end I had no shoes. so I'm really upset for how a brand with supposely good quality clothes and expensive could send something like that and just say sorry.

Avoid at all cost. Ordered several items online. Didn't receive one of them. Contacted customer service several times and got ai bot replies. Called them, they insisted they sent the item. Problem not solved. Now they don't reply my message. Worst experience ever.

I have bought two blazers, one trousers, one skirt and two vests, all 100% wool or wool/cashmere. The quality is superb, the fabrics are beautiful and I won't be going back to polyester. I had at least five separate orders for all this and there were no delays or complications. I sent things back, ordered more etc.many times.
I am really pleased, for me I am so happy to have found decent clothing at last. There are no Massimo Dutti shops in my area but the online sales and delivery are the fastest. I have returned several items trying to buy a suit for my tall son and trying to get my best fit as I'm a ten on top and a twelve on my bottom! Online process is quick and simple. The label is printed at my local post office and refunds are fast and free. Brilliant shop and I have about twenty items in my current basket!!

Would give 0 stars.
Item returned in December. Have tried to contact WhatsApp 3 times. AI telling me will be refunded in 14 days. Not relevant. And when I ask for agent - they say will be with you shortly. Don’t turn up. 🤷‍♀️. Steer clear online.

What didn't go wrong!
Online purchase but couldn't return as website not working. Tried for 2 weeks to use website with no luck.
Finally managed to find a customer service number as the one on the website does not work, or the Whatsapp choice - complete JOKE. I will not purchase from here again

Would give it 0 stars if I could. They never sent me my refund and have a non existent customer service team. Totally breached UK consumer law and I’ve referred Massimo Dutti to retail ADR