Massimo Dutti Reviews 2,972

Horrendous and totally unresponsive customer service. Impossible to get a response from them or talk to an actual human being and not a bot. I curse the day that I bought anything from these guys - never again!

Terrible customer services. Really really bad experience. They have a Chatbot WhatsApp service but after contacting them 3 times, they told me an Agent would connect to my message and an Agent never connected. I tried to call them over 3 successive days. Their phone line is only open 10am to 3pm- the line went dead when I tried the first two days. It did connect on the 3rd day and then I spoke to possibly the most rude lady I’ve come across in customer services. I wanted to make an exchange which was outside the exchange period and was going for some lenience. None was given. But the lady didn’t let me speak. She spoke over me the whole time, then simply thanked me for calling and then hung up on me. There was no conversation or attempt to help. It left a bad taste and experience for me, regardless of outcome. Such a shame to be treated so badly and very un-necessary.

Feels like a business about to go under. Impossible to get hold of them at all - via chat, WhatsApp, email, phone number doesn’t work. I had to go into their Regent Street store and customers literally walked out because they were being ignored by staff. RIP

This review is regarding Massimo Dutti- Saudi Arabia. First of all, it is much expensive than probably any other countries. Secondly I am surprised by the extremely limited items compared to when I’m in Europe. You can barely find something suitable or as good. You are most likely gonna find basic items, but not the nice pieces that you see in other countries. I speculate that their branches in Saudi will close soon if this continues.

Missing item from the order. Customer service is non existent. I don't recommend to order from there. Avoid at any cost.

Terrible customer service I purchased a wool jumper and washed as per the wash instructions and yet item still shrank. I went to the Battersea store to refund and the manager was the most dismissive, patronising and rude service provider I’ve ever met and may as well have called me a liar at the till.

I then contacted customer service who initially “lost” my complaint and request for refund and then finally when I did get a response they told me they wouldn’t consider a refund with no explanation provided as to why.

Title: Extremely Poor Customer Service

I recently purchased an item online from Massimo Dutti. When it was delivered, it had been left outside by the bins on a day of heavy rain. The box arrived soaking wet and torn. I immediately took photos and tried to contact them through the WhatsApp help number listed on their website, but received no response.

The next day, I called customer service to explain the situation and provide my order number. The agent seemed uninterested and impatient, telling me to send an email. I did so, including detailed information along with photos and videos of the damaged delivery, but still received no response.

I called again a couple of days later, but the agents remained dismissive. When I requested to speak to a supervisor or manager, I was told that the “manager on duty does not deal with cases like yours” and the phone was put down on me. Despite explaining that I had paid for my item and sent emails and evidence, no one took responsibility or offered assistance.

I have never experienced such poor customer service. I am extremely disappointed with how my case was handled and hope Massimo Dutti takes immediate steps to improve their customer support.

I have recently had cause to return four items to Massimo Dutti.
Four items , two separate boxes, simple enough you would think,but unfortunately not so.
From four items,three went missing and required cases to be raised for resolution. Despite the first two items being sent back in the same box,they were refunded 12 days apart as MD initially stated only one item had been received.
It took tenacity and proof of delivery to have the second item refunded.
The other two items returned in the second box, had one item refunded and the other not.
Exactly the same experience as the first box.
I contacted the Customer Service helpdesk, where the representatives are surly, rude and anything but helpful.
I was reassured the second item had been received and that the return had been “split”for processing.
I asked if it was normal practice to split items in a return from one box and was told repeatedly yes.
The longer this fiasco went on with no resolution,the more I called and was told the same thing over and over the second item had been received and would be refunded within 14 days.
I then received an email stating that I was not going to be refunded for the second item as the warehouse had not received it, despite Customer service repeatedly confirming they had.
Luckily,I had retained a record on my phone of the times that all three recorded phone calls with Customer Service took place and the weight of the returned parcel to prove both items had been received but it has been two weeks of daily calls and emails.
From the reviews on Trustpilot I can see I am not alone.
Either the issue with MD is that returns are being split and mislaid and the customer is expected to pay for that chaos or wait weeks to be refunded or Massimo Dutti have a massive theft problem in their warehouse.
All of the customers on this site cannot be mistaken about the number of items returned.
The sad thing is that MD do not care. A couple of thousand people on Trustpilot have had that experience while they still have millions of customers spending money.
Not one of the one star complaints on here has been acknowledged.
The email I received stating the warehouse had not received the item is so matter of fact and final, making clear the loss is the customer’s to bear.
No investigation, no information on what has been done, if anything to locate the item, just we don’t have it.
It is beyond shocking for a company this size to behave in this way.
Customers should not have to be chasing credit card companies for recompense when the fault clearly lies with this brand.
My advice would be if you buy from this brand make sure you have a store nearby to return items to as it is very likely part of your return will go astray.
If you don’t have a store nearby do not buy as it is highly likely something will go wrong and you will pay twice, first for the item you purchased and secondly for the item you returned and the warehouse claimed it did not get.
It is the customer that is left out of pocket.
Appalling in every sense of the word.
I have spent a lot of money here and on Inditex brands for over forty years.
From now on my money will be spent elsewhere.

Do not buy from Massimo Dutti in Australia .
No return portal / no customer service / no response from several emails and contact phone invalid .
Basically you are the owner of non returnable faulty goods.

Very disappointed with the complete lack of customer service. Impossible to make a return. Be aware buying on line. Something gone badly wrong with the brand.

Terrible, horrible customer service. It is impossible to make refund. Don't buy something from this company, Find another brand and buy. Please stay away from Massimo Dutti. I want to cry, how they get my money:(

I am writing about the jerseys or jumpers as otherwise known. We bought two jerseys (for men) in November 2025 and within a month they were full of fluff balls that we had to buy a lint remover. I then noted that they were made in China?!? We also realised that for a winter jersey they were suprisingly light, way too light for a good quality jersey. I have also purchased clothes for women over the years, which seem to be fine besides pilling in one item. This store seems to appear high end, but with surprisingly low price tags. One definitely needs to check on the quality of each item before purchase. If I still had the purchase slips for the two jerseys I would without a doubt return them! I won’t be buying knit/wool wear from this store in future,

Their return portal is always conventionally not working and there is not an email you can reach them. I almost want to dispute this with my credit card bc my item is return eligible and they purposely dodge returns.

I have had an extremely frustrating experience with Massimo Dutti.

Since the beginning of January, I have repeatedly tried to contact customer service through both WhatsApp and the online chat. Neither option has worked, and I have not been able to reach a single person despite many attempts. The complete lack of response is unacceptable and has made it impossible to resolve a very simple issue.

I only managed to get in touch now because I eventually found an email address on my own — something that should not be this difficult.

The reason I needed help is that I received a coat with a clear defect: the stitching inside one of the pockets has come undone, even though the coat has barely been worn. This is clearly a quality issue, not normal wear and tear.

Between the defective item and the non-existent customer service, this has been a deeply disappointing experience. I expect much better from a brand like Massimo Dutti and will think twice before ordering again.

Would give zero if I could.

Returned 5 items and was only refunded for 3. Was told the warehouse only received 3 items which is not true as I posted 5.

Have received slow and poor customer service and been refused a full refund.

Will never shop here again.

I purchased a pair of trousers at a Massimo Dutti store in Madeira (Portugal). Unfortunately, the trousers ripped the very first time I wore them, which strongly indicates a manufacturing defect.

I contacted Massimo Dutti customer service on November 19th, 2025 and provided all requested photos and information. After several follow-ups over more than a month, my support ticket (CRM:0754380) was unexpectedly closed without any resolution.

Despite my patience and multiple attempts to resolve this matter amicably, I have still not received a refund or replacement.

This experience has been very disappointing, especially considering the brand’s positioning and pricing. I hope Massimo Dutti improves its handling of legitimate defect claims in the future.

I am still open to a fair resolution.

Their customer service is absolutely shocking. They won’t manage and resolve any of your issues. Embarrassing.

Impossible to access the customer service. Online chat doesn’t work. WhatsApp chat doesn’t work. I need to tell them although I got the notification of my return and refund, I haven’t gotten my refund. but I can’t reach anyone to talk!

I wish I had read these reviews before purchasing. Do not buy anything if you want to return! There is no return portal, your order magically disappears from your account and there is NO customer service! They do not reply. I am now having to chase through my credit card company.

I would like to give less than one star. The App and website are full of bugs and I cannot use a voucher I received as a gift. The customer suppport is not responding even after several approaches on different days via what’s app and constantly check-ins. They merely don’t respond. Next to it the quality of the products is very poor. I tried several 100% cashmere and 100% cotton cloths however after using them 2-3 times the fabrics looks very bad which is a sign for low quality but the prices for the items were and still are not. I loved the brand but now I won’t purchase anything there anymore and recommend to do the same to everyone else’s.