Massimo Dutti Reviews 2,972

Bought an item on the Danish website. I wanted to return my purchase but it was not registred on my account - so I couldn't return.
I tried to call them, there was a Danish number - no response. tried the chat - no response. Now I have reached out to Inditex - let's see what happens - so far nothing

Absolutely disgusting customer service. It is impossible to contact them,no answer to your WhatsApp or online chat,no phone number to call. They have made returns impossible to register. It simply doesn't allow you to do it. If I could give -100 stars I would. I will never order from MD again and I advise everyone to stay away from that shady company!!

I used to love and be a faithful buyer of massimo dutti's collection until 2023-24...when the design and quality just became exactly the same as Zara!! horrible collections, poor quality... Never bought anything from them since... a shame that they completely changed their design team to the same as zara

Today I visited the store at 7.20 pm to buy a pair of jeans. I was clearly next in line at the till after the customer in front of me finished. However, another customer stepped forward and started asking the cashier questions, and the cashier began serving her instead, completely ignoring me.
What I thought would be a quick question turned into a full interaction, with no acknowledgment of the queue. After waiting long enough, I had to leave the item at the till and leave the store. Very disappointing experience and poor queue management.

Overall used to be quite a fan of the products - decent quality mostly, good materials. However, customer service is NON EXISTENT. No email, no phone, WhatsApp bot is a lobotomized AI who will just ignore you, their chat is, again, another lobotomized AI trained to probably ignore you.

Initiating returns through the app or browser like never works. It throws you 10 different kinds of issues. You need to go to your e-mail and initiate a return from a tiny little hidden button, that sends you to A DIFFERENT PAGE THAN THE OTHERS.

Return processes should be transparent and as easy as purchasing. This is just obviously designed to make people give up and not return their item anymore. Scummy strategy, and, as much as I like their products, any brand using this deserves a 1 star rating.

I returned my parcel on 24 December 2024 (return evidence attached). Despite this, I have still not received my refund until I raised it with paypal credit.

On 12 January 2025, I contacted Massimo Dutti UK by phone to enquire about the status of my return. I was informed by your staff that my refund would be processed within 1–2 days. I called again the following day to confirm and was again assured that the refund was being processed.

On 16 January 2025, I contacted customer service via live chat. The representative was rude, questioned me in a demanding manner, and abruptly closed the chat before I had finished asking my questions, which I found highly unprofessional.

I contacted Massimo Dutti UK again today and spoke to a staff member named Christian, who informed me that my case is “under investigation.” This shocked me, as it directly contradicts the previous assurances I was given. Christian also stated that he could not log a complaint due to a “system error,” which is unacceptable and denies me my right as a customer to raise a complaint.
I received an email to day and said they regretted the incident that occurred with my order, hoped me could gave them another chance.
Terrible customer service!!!!!

Impossible to talk to customer service. The phones are not answered. Tried using WhatsApp and online for over an hour, told they would get an agent to communicate with me. No one spoke to me. Still waiting after an hour and half. Don’t do business with this company
I have spent many hours trying to organise returns which is proving to be impossible. Still struggling

Awful customer service, quality of clothing is extremely poor. I bought a pair of velvet trousers in November, after only wearing twice and trousers never having been washed the velvet ‘ rubbed away’. Contacted customer services, they looked up my purchase on their system and found my receipt. They told me they’d investigate my complaint, I sent photos of the faulty item. A couple of weeks later I received a generic message to say they were not upholding my complaint. No refund or exchange! I will never shop here again, quality of products are very poor and company does not seem to care.

Disappointed with the customer service. An online order consisting of three parts was only partially shipped and I was not able to track on the app or through any of the chatbot services the delivery status or get any tracking number. I was then trying the option to speak to an agent, but agent did not respond for a long time, and the app refreshed and lost my message history, so the chatbot asked me to re-explain my situation again. This is quite disappointing and frustrating, considering Massimo Dutti are not a cheap highstreet brand and I would expect they have better customer service in place. Very poorly managed end to end experience! Great companies are not evaluated by the when things go well, but when the things don't go so well, and this is supposed to be a simple case of tracking and updating on an order delivery.

I ordered an item that was shipped, but I never received it. After contacting customer service, they promised to open an investigation, but four months have already passed and I still haven’t received any response. I got neither the product nor a refund. I will never use this brand again!

My first order with Massimo Dutti online has been a disaster from start to finish.

I ordered two pairs of pants and one belt, all paid for in full. After the order was placed, one of the pants was cancelled by Massimo Dutti, claiming it was suddenly out of stock — despite the fact that I had already paid for it. Poor stock control and zero respect for the customer.

Then, instead of receiving a proper order, I was sent the belt separately, and it arrived defective. The belt is missing the tooth — the essential part that goes into the slot — making it completely unusable. This should never pass quality control.

So out of three items ordered:
• One was cancelled after payment
• One arrived defective

This is unacceptable for a brand of this level. Between cancelled items, defective products, and the overall handling of the order, the online service and quality control are extremely poor.

Very disappointing experience. Definitely not what I expected from Massimo Dutti.

I've always liked this store for its clothes design and quality. But this past month has been a nightmare: I ordered online, returned because it wasn't my size 3 days after receiving. The return was accepted by their warehouse on December 18. The status of my refund in the account was soon changed to processed, but no refund notification. When I first contacted the live support in chat, nobody has given my situation a look, all I've got: we have 14 days period from the day of receiving the return to issue a refund. So I waited for 14 business days. All my following attempts in live chat with real people - Valeria and Alexandra - were as wasteful as if I was still talking to AI. Customer support is ghosting and not providing any timely replies. I called the support phone number, the assistant said she would create an investigation into their warehouse and gave me 3 days ETA. No results or even email update after that. In the next live chat, after describing this, Valeria told me she had escalated my case to her supervisor. No updates about the case being escalated before, no new ETA, she just ghosted me in the end. Completely unemotional. I had barely received a "sorry" canned reply. Today is January 23, more than a month after my returned was received by their warehouse and still no refund. Massimo Dutti USA seemed like a reputable store to me, their clothes is not cheap. This handling of a refund and customer interaction is disappointing, I don't ever want to buy clothes from them. I'm at a point of requesting a charge back from my bank.

UPDATE: I managed to get help from the social media team via Instagram. They kindly sent me the postage labels and I have received a refund within a week of returning. Sadly, I don’t think I’ll be purchasing from this company again, but I am grateful to the social media team for stepping in to help. Updated score to 2 stars.

I have an item to return. It’s not showing in my online orders, so I can’t raise a return via the portal. I contacted the help centre via WhatsApp as directed.

The AI bot suggested I’d ordered as a guest. I hadn’t, as the system picked up my address etc. without me having to key in manually.

The AI bot suggested that I use the returns label attached to my order confirmation. No such attachment exists.

The AI bot says it will connect me to an agent (yay!). But 2, 4, 12 and then 24 hours passes…no contact.

I tried the same thing again the next day with the same results, and today, have tried the online chat on the website (no response at all, not even AI).

I have now taken to trying to get some help via the people who manage their Instagram account. I’m not confident will be resolved.

This all feels very suspicious and as someone else has said here, possibly a company in financial trouble resorting to underhand means, fraudulently blocking returns and withholding funds from customers. A lot of the recent reviews are telling the same story, so something has definitely gone awry.

I just wish I’d read these reviews before ordering. My back up plan is to raise a Section 75 / Chargeback via my credit card provider.

Horrific customer service, I've never experienced anything worse, in every country or city I've lived in and every retail place I've shopped. I tried contacting them about 8 times over the course of 2 weeks and there is no contact number, or email. I was only able to MESSAGE them through Whatsapp and after multiple tries, nobody responded. ONE time someone answered "Hello, how can I help" and then never replied again. How can you call yourself an established, quality brand with such blatant disrespect to a major component of retail experience (customer service)? Despite being a shopper for many years, I will never be buying anything from this company again.

Terrible customer service. I have returned my item for almost a month, but they never refund my money.

This is the worst experience i ever had with the costumer service of a company, i ordered 3 items, one never arrived, second one says delivered but not there, third one still had the security tag on. And the costumer service didn't do a damn about none of them. I was a loyal costumer to them for the quality but as of now i would not buy anything anymore from them.

I was a loyal client up to the point where I ordered online a trenchcoat that has been lost from tracking since 8/1 and today is 20/1. Massimo Dutti customer support is ridiculously non existent. There is no email just phone and Whatsup. After many efforts with the AI assistant at What’s up I was diverted to a human assistant who ghosted me right after I wrote (again) order number and email. I talked on the phone (same guy) he promised to look into it and get back to me by email, never did. I communicated again through What’s up yesterday and 24 hours later no reply. Thank god there are now other competitors with similar offerings in the market. After this is somehow resolved I am deleting the Massimo Dutti app and forget they exist. Some retail giants must realize that in 2026, not having good customer service is unacceptable and consumers have plenty other options.

When the first time we visited your new suit section at the top floor in Dec. we were greeted by a single tall slim sales assistant and he provided great help and customer service. Thought we went back to look for some sales item, then a complete opposite a horrible experience we had yesterday the 17th Jan 17:00pm, 3 staffs in the whole empty floor section were too busy with each other, none asked whether we needed help, when I asked whether the sale rail has any size in Spain (soy guiri) the very arrogant male sale assistant (not in suits, I suppose he is a supervisor) threw an answer at me in a derogatory tone - solo Americana! in a far distance with zero desire to help. Your clothes indeed attracted me to your shop but your poor substandard in customer service did otherwise.

Customer service is the worst ever experienced! Firstly is impossible to reach, there is no way to get in touch with; I’ve tried to call, used webchat and WhatsApp. After many attempts eventually I was able to chat with an agent and guess what…totally useless and unhelpful. To fix the issue ( tracking showing “in transit” for 10 days) I had to go to the store and understand that the order was delivered to the wrong store! Can understand that these things happen, yet it is unacceptable to deal with such a poor, ridiculous and inefficient customer service. When more than 80% of the clients complain for the same reason, guess it’s time to make a change. For sure will never buy anything more online!

I went to the store in Bromley with a faulty item of clothing on 17th January. The item was purchased on 30th December. Due to the fault I asked for an exchange/store credit/refund. I was refused. This was because Massimo Dutti ask customers to look up their receipt on the ‘help’ section of their website. This involves inputting transaction details such as card number and date of purchase. This did not work. I showed the sales assistant evidence of the bank transaction on my phone. Both he and eventually the manager refused and insisted I had to contact customer services who are not open on a Saturday. I therefore had to leave the store without the fault item being addressed after a 40 minute round trip made especially. I believe this goes against my consumer rights for faulty goods.

Don’t buy from them unless you are willing to jump through their many technical loop holes and are accepting of their ignorance of consumer law. Also the fact that the product was faulty speaks volumes.