Massimo Dutti Reviews 2,972

Be careful ordering online, Massimo have limited customer service avenues to raise an issue about your order - lots of Bot type services that have you going around in circles.

My order didn't arrivee, possibly an issue with In Post the locker service, but despite taking the £332 off me, they have still not explained the situation, apologised or sent my refund. I have contacted them by email contact.ww@massimodutti .com
Hope this is helpful for fellow dissatisfied individuals. Good luck all.
UPDATE: Contacted the team at Massimo again today, still absolutely rubbish service. Avoid online buying.

Th ere is no customer service order never left the warehouse and I don’t know how to get a refund the AI assistant is a joke and ask you to download the app. There is no customer service available. Stay away and don’t order online

Horrible, horrible customer service. If you have any, *ANY* reason to think you might need it just save your money and order elsewhere. For a company that tries to sell themselves as a 'premium' brand it's utterly appalling. Hours and days to reply, surly, unhelpful agents, process loops with auto-generated responses - a world of frustration.

My order (30099391502) arrived too late, I was assured the return will be automatically processed within 15 days. It’s been over a month, customer service went silent, my order is still supposedly at the store, ready for pickup. I’ve been a loyal customer for years and that’s about to come to an end.

The return could not be processed through the website, and despite repeatedly contacting customer service for an entire week, I was completely ignored. I was then forced to travel over half an hour by train—at my own expense—just to deal with this issue in person. At the store, I was blatantly lied to and assured the refund would be returned to my original payment card. Instead, I was issued a gift voucher. This is a disgraceful and dishonest way to treat customers. Your customer service is appalling, and you should be ashamed of how you conduct business.

Ordered trousers for xmas no extra time to send back to include holidays- no one getting back to me .. dont bother ordering terrible service

Returning my order does not work with Massimo Dutti! I ordered a pair of shoes which unfortunately were too big - but when i register my return it fails online. And there is no way to contact via email or phone only a chatbot that doesn't work and keeps looping around the same answers. Shitty service to say the least.
DO NOT ORDER FROM MASSIMO DUTTI!

Purchase not completed.
Hello,
I received only parcel 2/2 from my order.
Parcel 1/2 was never delivered. The courier was informed that only one package existed, so it was never picked up.
The order is marked as delivered incorrectly.
There is no support and no one to reach out.
They took my money and left me with just one item.

False advertising of prices online. Item displayed at £219 but when you get through to checkout it’s still displayed as £219 but the basket total at the bottom jumps up to £231.95 (£2.95 shipping incl). I’ve contacted customer service agents x3 times over the last few days to find out where the unexplained +£10 has come from…. They’ve been useless and slow and none of them seem to know what they’re doing. Lisette is particularly rude and unhelpful and closed the chat when I asked to be put through to someone else as she kept telling me it’s just the price I need to pay. I believe this company is trying to scam customers and are using AI to pretend to be customer service agents - it’s either that or they’ve hired people with no brain cells.

Brand claims they offer Customer Service but phone number doesn't work. I've tried several time to reach them, both in Sweden and France. Impossible.

Hace un par de años compre el perfume de SOUFFlE MARAIS tenía un olor intenso que duraba y la botella era bonita, venía con una funda , ahora lo venden al mismo precio siendo agua de colonia, sin olor en minutos y con un packaging cutre de cartón . ES UNA ESTAFA .
De algo bueno, lo han empeorado.
A couple of years ago I bought the SOUFFLE MARAIS perfume. It had an intense scent that lasted, and the bottle was beautiful, came with a case. Now they're selling it at the same price but it's eau de cologne, loses its scent in minutes, and has a crappy cardboard packaging. IT'S A SCAM. They've made something good worse. 😡

I would give zero stars if i could. I ordered 12 items on Thanksgiving for over $1,600. Two days later I received 2 of the items in a box that could only fit those items and nothing more. After 3+ weeks, with a horrible customer service experience, their warehouse somehow determined based on the dimensions and weight of the box they packed that the entire order left the warehouse. Despite a slow process and sending them indisputable evidence, they declined to issue the refund claiming I received everything. There is no other number to call or supervisor to speak to. I will never order from this company again.

Delivery was good/on time! Items were good. But the returns process is AWFUL. I’m still waiting on a refund on a return made over a month ago. Their Whatsapp and CHAT function does not work. The former is a BOT and the latter just doesn’t respond. Fine if you don’t want to return anything!!! Won’t be using again.

After returning items which were bought online I got the email confirmation that I will receive refund in short period of time, but event after 15 days I haven't received my refund. They are not responding to mails, and WhastApp support keeps me redirecting to mail contact form which is not working. Terrible experience and I will am forced to reclaim my money through Customer protection office in my country,

Extremely poor customer service.
I returned two items to this company using their preferred courier service, yet I was refunded for only one. The company claims that their investigation concluded only one item was received at the warehouse.
Despite repeatedly requesting a copy of the investigation report involving both the warehouse and the courier, nothing has been forthcoming. Adding to this, I received four separate return confirmation emails for the same single item, all sent at different times—clearly indicating a fault in their returns system.
I offered to share these emails as evidence, but the company showed no interest, which seriously undermines any confidence that a proper investigation was ever carried out.
I am now out of pocket and escalating the matter further. Do not trust this brand.

Extremely disappointing experience at the Ermou Street store in Athens. Rude and disrespectful staff, inappropriate comments, long waiting time, torn clothes given to try on, and most shockingly, a sales assistant insulted us in Greek and told us to speak her language if we wanted to say anything. Totally unacceptable behavior for an international brand.

I buy pair of massimo dutti boots €32 sold never revive site trustpilot
BASEL switzerland
Austrasse 111
4051
Please !!!

Folding the sweater before Bagging it.
I would like to mention when i go pay for my beautiful sweater that i m giving as a gift …
You need to train the girls and boys at the cash to fold these beautiful sweaters nicely before bagging them. They fold and scrunch them that when i get home the sweater is so wrinkled . Please teach them how to fold nicely and put them in a bag with care. That would never happen if they were trained properly.
I shop there a lot and things like this after spending 200.00 on a sweater should not happen.
Thankyou and hope you ll make changes

I am extremely disappointed with Massimo Dutti’s online sales and customer service.
They literally do not allow me to start an online return process, nor can I send them any message through their website.
I somehow managed to contact a customer service agent who told me that I should come to Belgrade if I want to return the item.
This makes absolutely no sense and is extremely frustrating.
I do not want to have any further dealings with this company.

The saddest part about this is that MD used to be my favourite brand. What a shame what they’ve done to it. Customer service is not only bad, but also fraudulent. They steal returned items and take them home or something. They’re rude when you contact them via the chat or WhatsApp, they don’t have a phone number anymore for phone calls, and they’re utterly unhelpful and not even ashamed of it. The same experience applies to in store employees and managers. It’s a completely different experience in the Middle East where I used to live. In Europe MD has failed us all abysmally. Shame on you guys.