MUSTO Reviews 

I e mailed the Musto Customer Care team after a pair of breeks I had bought 14 months previously shrunk after washing them. I received a lovely prompt reply back from Olivia offering to replace them. No quibbles at all. They arrived by courier two days later, beautifully packaged. Absolutely first class customer service. I would not hesitate to purchase items of Musto clothing again.

DO NOT BUY FROM MUSTO. I read the reviews - yes! - I stupidly went ahead and bought a jacket I thought was good value. However, the jacket didn’t suit me, so I returned it. Since then, nothing. No reply. No confirmation it’s been received despite Royal Mail confirmation it has. No reply to my emails. No person to speak to on the phone and no money returned, or jacket to show for it! How are companies like this able to operate unpunished today?

Sent back a return using the prepaid labels. Arrived on the 6th of January. No response regarding my refund. Contacted customer services... Nothing... Its been 12 days since my return, and literally no response. Will never buy from them again. Have no option but to phone my credit card company... One word useless

Customer care is absolutely rubbish. I wanted to return 2 jackets. I've sent several emails and got what appears to be computer generated response all with the same response. I've tried calling the customer care team but the phone is "not in use". I've sent a text to the customer care number but still no reply. Please can some one tell me how I can speak / communicate with a Musto Customer Care human being !!

Have unsuccessfully tried ordering an item from this online store twice now. No communication, but checking my bank account they haven't taken the money out. Emailed, tweet and rang but alas. Perhaps out of stock in their warehouse, but maybe do not let people order it.

Update: their policy appears to have a pending transaction for a few days, butto not take money until item is shipped, and that time frame is not clear or trackable. A refund was sorted, but less than ideal

We had an issue with some Musto Raingear that was a few years old and no longer available. We were very pleased with the customer service we received. We were offered replacements without any hesitation or delay. We will definitely purchase Musto gear again. They definitely support their products.

I had cause to contact Musto customer services recently to seek advice on washing a Fenland BR2 jacket I had owned for a couple of years and was now starting to look a little grubby. The woman I spoke to (Olivia) could not have been more courteous and helpful. She furnished me with all the information I needed and even provided some hints and tips that she had used when washing her own Musto clothing.
In my opinion customer service has declined in many companies over recent years. Therefore, to actually receive good customer service for a change was a breath of fresh air.

Jacket ordered bu Musto.com.
Unfortunately due to DHL error, I received a different packege.
One e-mail to Musto customer service.
Fast response and excellent service by Musto. They immediately sent me a new Jacket.

Top sevice Musto!!!
Another very satisfied customer.
Jake, thank you

Very quick reply. Lots of relevant information. Much information given was in addition to that requested. Great service.

have bought items from Musto for a long time. Today was the last straw however as their courier DHL, claimed to have tried to deliver my parcel but couldn't because I wasn't in - this is a lie. I have been in all morning waiting for this delievry. I'm afraid to say that this is the 3 time DHL have delivered a poor service. I complained to MUSTO who sympathised by saying that she too had experienced the same problem, but there was nothing she could do about it.!! Give me strength... I will not be buying form MUSTO again

Musto used to be our ‘go to’ company for wet weather gear. Purchased the top of the range sailing trousers 2 years ago . Although they have had very little wear. The waterproof seams in the trousers have started to split. We have always had good customer service in the past, but on contacting the company was told they no longer do repairs. It’s almost like once the items have sold ... that’s it. No customer service at all.
We will no longer purchase Musto products as there is no comeback.

Just takes soooo long to receive and return an order. For me, order date: 2nd July and got my return refund today 18th August. That's like transacting with Asian companies who ship overland. On a positive note the Musto return process is very good but they need to turn it around in 5 working days and not the 33 working days I experienced!!

Following on from a slight fault on a t-shirt
I ordered, Musto customer service were absolutely fantastic. I decided to keep the shirt, the fault was only the boat logo so they gave me a voucher for discount off my next order. As I was planning to order again from their superb range that was more than acceptable.
I have ordered several times previously from Musto and their products and customer service are always excellent.

We can't thank Jake enough for his help with our order. It was delayed in reaching us by Customs but he kept us informed and let us know what was happening. When I made a repeat order (to try and get what we were waiting for), this was identified and Jake wrote to us again, having taken action to fast track delivery because of the problems we'd had. He has been amazing and the service feels so personal- this is better than we've had in any shop for years. Well done, Musto! Great staff and great service. Thank you. An example that other companies (retail and beyond) should follow.

I ordered 1 item from the musto website. Wasn’t immediate aware that it would ship from the Netherlands. This was on Jul 3rd. Despite the published 3-5 days, nearly 3 weeks later I’m still waiting. The DHL express app shows no information other than ‘shipment information received’, no collection date. Musto customer services have replied to my email suggesting that it’s stuck in UK customs for clearance. Anyone else experiencing similar? I’m inclined to give benefit of doubt but the longer this goes on I’m less sure, especially as Musto have also stated whilst in this state, it’s not possible to refund.

First time I have ordered online from Musto. I made a mistake and ordered wrong item sizes.
I called their helpline to explain the problem, it was dealt with by Paola extremely quickly, the order was cancelled and cancellation email sent.
A refund was issued immediately and back into my account via PayPal within minutes.
I reordered correct sizes which arrived within 2 working days.
Well done Musto & Paola for the excellent customer service.
Many thanks
John Perry

My partner bought a pair of Musto Mens Nautic Speed Deck Trainer Black size 10 from the Force 4 Chandlery in Shamrock Quay just before we were setting off to sail the Solent.
His precise words as we got underway in the windier conditions
"They are so uncomfortable with no inner support and worse still no grip"

What shocked us is that our friend was wearing the same model and said that until he'd worn them down a bit then they seem to get a bit grippier.

He's disappointed to pay £95 for a bit of kit that he needs to modify with insoles but its not good to be moving around deck in footwear that provides slippery footing.
Musto / HH are supposed to be leaders in sailing apparel but its reputation is going downhill with bad quality products.
He's left UK to head back home to Caribbean, but doubt those deck trainers will see much use on his boat or regattas.
He also bought a pair of Mens Evo Performance UV Shorts which cost £100 so I hope they are better quality.

Bought from Musto for years, for practical as well as casual aspects.

Really like the fit and quality of their products.

On the rare occasion I’ve contacted their support, the team have provided excellent customer support.

Highly recommend to others and will continue to buy!

Ordered three items on line. Delivered within a few days. One item was a bit small, so phoned the local distributor. The same item, but slightly bigger was delivered to me by a staff member a couple of days later - fantastic service, and all with a smile.

I’m a fan of Musto quality items (and that’s the only reason why I didn’t give the bare minimum), but apparently they don’t want Italian customers I guess.
I wanted to buy several items I needed for my races, the total was more than €350, but at the checkout I found out that I could pay only through card. I wanted to pay through PayPal since it’s quicker but it’s possible only for the UK. Weird choice, but that’s fine. Well, the transaction was denied and I thought it was bizarre since I always use this card for online purchases. So I try again, transaction denied as fraud. I also tried with another card I use, but the same error occurred.
I kindly asked the customer service what could I do, they suggested to change the billing address (I didn’t asked for the invoice, so what’s the point?), but I tried. Same error. I asked if it could be possible for them to add my order manually and I would have been glad to pay in advance through PayPal or through bank transfer, even if i had to pay an extra cost for it eventually. Any company could do it, but they couldn’t help me with that.
So they suggested to wait a week, try again, and they could have helped with this error. I did it, but nothing changed. And they couldn’t help it either. So I felt like I was being teased by the customer service (and I work as a customer service for an online shop, our help is totally different). I said I wouldn’t want to buy the items I needed elsewhere and I insisted with wanting their help. (Begging for being helped by a customer care service is already pathetic, but still this happened.) Part of their answer was “Alternatively, please feel free to shop with a different retailer.”
Well that’s for sure, you’ve lost one loyal customer.