Customer service does not exist.
Just an email address or phone nr. Nothing else. They do not care and or communicate.
Review by Shally1 month ago
I bought a couple of items in several sizes online on the German website to keep the best fitting ones. When I wanted to return the not fitting items within the 30 days after delivery, they kept declining my return request. Turns out they have 2 versions of policies online one stating 30 days after day of order and the other one - which I read - 30 days after delivery date. Upon deciding to keep both versions online, both policies should be valid. contact requests regarding this specific problem were ignored, instead standard sentences were sent to me as answer. Customer service on the telephone claimed they don't have administrative rights to help. Worst experience I ever had with an online shop in a lifetime.
Review by Jullita2 months ago
AWFUL customer service I have never experienced.
Doesn't response to a request to return /exchange the damaged item for 2 months.
After many emails they finally responded with no word to apology.
I reported to an authority of consumer protection.
Review by Atvantge2 months ago
A one star rating is one star too many for this company and it’s appalling service!!!
I would rate them five stars plus for incompetence, rudeness and arrogance.
Get a grip Massimo Dutti! You are not a high end label!!!
I purchased a coat in Lisbon and when I got back to the hotel I realised I was given the wrong size. I could not go back to the store because it was closed and I was flying back home to Australia. That’s when the fun began!! I repeatedly tried calling the store from Australia, no answer.
I called the head office in Spain, completely unhelpful. I was told I had to come back to Portugal if I wanted an exchange and that they could not help me via postal exchange. Seriously!!! They made the error and now I was being punished! I have sent the coat to a family member in Germany who is travelling to Lisbon (another 70 euros) to exchange the coat. MD have now said that my size is not available and in any case they cannot hold items. What a pack of unhelpful and prehistoric bunch of people. I will NEVER shop here again and will do my utmost to discredit this horrible company any chance I get. As an aside I recently received a Louis Vuitton belt as a gift. It wasn’t quite right and the exchange time had lapsed but they exchanged it anyway in good faith. Take note MD! You are full of yourselves and you have no right to be so.
Review by Beltempest2 months ago
Customer support does not exist.
Review by Rekeem Allaith3 months ago
I had a truly awful experience with Massimo Dutti. They have great products, but also the absolute worst customer service I have ever encountered in my life. They did not deliver my products, nor did they answer my e-mails, nor did they want to pay back my money. It took me months to retrieve my money back from them.
On 16-6 I placed an order and bought several products at their website, but I never received it. I have e-mailed them nine times over a period of 2 months. Sadly I never received any answer from them, apart from standard e-mails (for which I had to wait several weeks) in which they just said they received my complaint, nothing more. They did not go into the substance of any e-mail whatsoever. Nor did they show any willingness to solve the problem.
After more than two months of waiting I told them I was going to sue them to retrieve my money. Then all out of the sudden I received a standard e-mail which stated they had successfully received my return (there was nothing to return because I never got my products) and that they would transfer the money back to me. On 19-8 I finally received my money back. No explanation or apology of any kind.
The people working at the online customer service are completely incapable at their job. It is almost as if the customer service is nonexistence. It is such a shame and I find it truly insolent towards their customers. I would strongly advice potential customers to never place an order at their website. They don’t deliver the products and it is a terrible hassle to retrieve your money. Just go to their physical stores, which are excellent.
Review by Panamanian3 months ago
I wanted to buy a jacket in Massimo Dutti’s Regent Street store but they didn’t have my size. I told the assistant I would order my size online but he insisted that I should order it online there and then using his mobile device. I was in a hurry but I agreed. He told me what to do-how to fill in the online form and then escorted me to the shop tills to pay for the jacket with my credit card. I left London that day and went home to Nottinghamshire. The jacket arrived at my house in Nottinghamshire a few days later. Great! However it didn't fit me properly and I decided to return it. When I attempted to request a returns label I was told that because of the way I had purchased it in the store, I had to take it back into the Regent St store with the credit card I had used in order to get a refund. I told Massimo Dutti that I live in Nottinghamshire and cant get back down to London for a few months. They said they cant help that-and they cant and wont change their system to help. At no point did the Massimo Dutti Regent St shop assistant explain that policy to me. I am utterly shocked and disgusted with the way I have been treated by Massimo Dutti from start to finish and I am determined to share my bad experience with Massimo Dutti and not to buy anything from them again
Review by Dillaye3 months ago
I bought a pair of sunglasses in the Kings Road Shop,London, when I returned to Dorset, one of the lens kept falling out, there were 2 small screws missing to hold the lens in.
when I enquired about returning the faulty sunglasses for a replacement or refund, I was told I would have to call into the Kings Road Shop! there are no stores near me. If you order goods online you can return faulty/unwanted items by post. but not if you pay cash in Store???? Bad service Massimo, I will think twice about shopping at your store again. Also a leather belt I bought, went out of shop after a couple of wears.
Review by Varsóczy3 months ago
This company was recommended to me by a colleague. Most of my work clothing are Dolce Gabbana, Chanel, Jean Paul Gaultier, and St John. None of these brands do a particularily good job with summer clothes in my opinion. I am more than satisfied with the quality and styling of Massimo Dutti suits and blazers. I did have occasion to return a blazer and I have to say it was no hassle at all. I'm not sure if it's a cultural thing...I am in the US. Possibly the service in the US could teach the rest of the stores how to be customer centric. I have purchased three suits, two blazers and a pair of shoes. All beautifully made...and purchased on line.
Review by Mersedeh3 months ago
Really upset by a recent trip to Canary Wharf. Bought an item online which want a bit patchy. Emailed customer services and they said pop into store. Went in purely to resolve this and was offered no resolution despite showing them the messages from the customer services team. Was told they were a different company, needed details if already asked the team for but they didn’t provide, the skirt is now only £29.99, needed to come back Monday as customer services close at 6, blah blah blah. Beyond disappointed with how I was treated. Spoke to 3 people in store and was so frustrated / embarrassed by the whole episode. Skirt now going to charity shop and me, never going back there
Review by Trideg3 months ago
Ordered from the NL website with a delivery at the nearest mail. Two orders, two times mislabelled and therefore hard to find. Extremely difficult to get in touch with customer service, no replies whatsoever. I have had to return (part of) my orders and while the parcels have been delivered back to Massimo Dutti according to the mail tracking website, this does not show in my account. I have not yet received a refund nor a delivery confirmation from Massimo Dutti.
Review by Leeno Glinwell3 months ago
I had a truly awful experience with Massimo Dutti. They have great products, but also the absolute worst customer service I have ever encountered in my life. They did not deliver my products, nor did they answer my e-mails, nor did they want to pay back my money. It took me months to retrieve my money back from them. On 16-6 I placed an order and bought several products at their website, but I never received it. I have e-mailed them nine times over a period of 2 months. Sadly I never received any answer from them, apart from standard e-mails (for which I had to wait several weeks) in which they just said they received my complaint, nothing more. They did not go into the substance of any e-mail whatsoever. Nor did they show any willingness to solve the problem. After more than two months of waiting I told them I was going to sue them to retrieve my money. Then all out of the sudden I received a standard e-mail which stated they had successfully received my return (there was nothing to return because I never got my products) and that they would transfer the money back to me. On 19-8 I finally received my money back. No explanation or apology of any kind. The people working at the online customer service are completely incapable at their job. It is almost as if the customer service is nonexistence. It is such a shame and I find it truly insolent towards their customers. I would strongly advice potential customers to never place an order at their website. They don’t deliver the products and it is a terrible hassle to retrieve your money. Just go to their physical stores, which are excellent.
Review by Tininha Athill3 months ago
Oxford st store are corrupt
The cashier male who has a pony tail left a tag on one of the two blouses I purchased
I didn’t realise until I went to iron it a week later
I telephoned the store to tell them I would be in to remove it
When I returned they were immediately rude, they asked for the receipt
I gave them the receipt the cashier had given me and discover it doesn’t relate to my purchase and refused to remove the tag
I was treated like a criminal
I called the manager and received the same rudeness
Foreign rude incompetent and of low intelligence
I supplied my bank statements and they will not take off my tag
Their customer service have ignored all my photos and proof of payment
Because the receipt is wrong
To add insult to injury after gathering my evidence they have over charged me 18£
I have no gone to my bank for assistance, I am going to contact trading standards because this is fraud
I am also going to the newspapers
If anyone else has received similar treatment I urge t
You to fight
How dare a Spanish company trade in the Uk and treat consumers like this
Review by BigDaddyG4 months ago
The most horrific online shopping experience. With other retailers you at least have an option of tracking your order. Not with Massimo Dutti. I have ordered my product to be delivered to a local store. Way past the advised delivery date and not a single update from Massimo Dutti! How about at least apologising for the inconvenience and letting me know what on earth is going on. No contact numbers to follow up on the order. The courier company they use doesn't have a tracking tool on their website - why would they even share the tracking number with us then if it's useless??? AND. When visiting the actual store, all the shop assistant could advise was: it will probably arrive at some point next week. Really??? Never again!
Review by Folabomi Thans4 months ago
I had OUTSTANDING customer service in the Lisbon store I believe the store manager was Monica (sp) she went to extreme lengths to locate and have held a sale leather jacket
The leather quality is outstanding in quality for the price, especially the sale items. Also, very helpful associate in the main san sebastian location!! I did not visit any stores in the airport but also purchased another leather jacket at passeig gracia location and again, very helpful
Review by Keshtav4 months ago
Poor quality clothes. They go bad after one wash despite following the cleaning instructions.
Review by BellaRose Chandia4 months ago
Neither my Husband or I ever shop in Massimo Dutti because we like
very high quality in clothes. However, I was given a gift of 2 items
from there by a friend who gave me the Gift Receipt in case I wished
to change either/both items. I did wish to avail of this so I went to their store in Dundrum, Dublin, Ireland. To say that I met the most unhelpful, arrogant, rude and disinterested shop assistant would be an understatement! She then involved a colleague who was more pleasant but equally unhelpful so I just left the shop. However, the person who gave me the gift used to shop regularly in M. Dutti but since I told her of my experience there......she has decided not to ever shop there again. A ghastly customer experience overall.
They are a truly terrible retailer!
Review by OscarM Korobeynik4 months ago
Bought a few items ( over 100 euros) in Madrid at Massimo Dutti. Realized a few hours later a shirt had stains and tried to return at store. They accused me of having stained the shirt which had never been worn (did not give me time to) and refused a 20 euros refund or exchange. I lost 20 euros (item was on sale) but they lost a client. The Customer Relations staff both on the phone (called to complain) and at the store rude, the one on the phone threatened that if I insisted she would hang up on me. Poor service, overpriced and poor quality. I recommend avoiding buying either online or at store.
Review by Bafford4 months ago
Had such a bad experience with Massimo Dutti! cancelled an online transaction a week ago and still no refund. they told me to call my bank which i did and then my bank told me to call back Massimo Dutti which i did and they told me to call the bank again. what a bad experience! have brought so many clothes from here and now this really puts me off. just seem to get passed from them to the bank with no one resolving it. has anyone else had this experience? how did it work out?
Review by Andriy4 months ago
Staff at the regent street store are often arrogant with poor attitudes and spoken English. They are often incompetent and some are clearly in the wrong job.
The reviews speak volumes!!!
Review by Minineuer4 months ago
The quality of their clothing is not good. Their website makes their clothing look so appealing but in reality the clothing is poorly crafted with serious sizing issues. Their leather bags are expensive and I am not sure they are all leather.
Review by Noch4 months ago
Fast delivery, great products and nice packaging. No clue why people are complaining about it.
Review by Gelsomina4 months ago
If I can give a ZERO for their customer service, I would. Also, their clothing looks very cheap.
Anyway, I had a couple of items I needed to return and the customer service is very rude. I requested for a couple of Return Lables since they were two different orders. She was not helpful at all. She told me to go back to the website and work my way to getting the return process myself. I told her that I tried to do this for almost 45 minutes and their return process is Not User Friendly that is why I called customer service. Well, this person I spoke to, was Very Rude. She needs to not be in this line of work. On top of that, after requesting for my Return Labels is I can rerun these cheap looking items, I still have not received my Retun Labesl. Please I am warning you, Do Not Waste Your Money at this Massimo Dutti website!!
Review by Freelance4 months ago
When to their shop at Jewel Airport. And intend to purchase some of their clothing. There is no greeting or welcome from any of the staff. While i was browsing around to look at their item,my kids was standing at the door area there. So this PHILIPINES staff by the name of SELVA has no manners and harsh to my kids that makes my kids shocked and scared. They are kids. They does not know anything. This staff should talk with them nicely in a nicer tone. Not in angry tone. She is not liable working as a retail line at Jewel Airport. No customer service at all. And yet still can argue with me in a sarcastic way. Very bad service. First and last i shop at Jewel Airport at Masimmo.
Review by Mossie4 months ago
I have bought a leather jacket at Massimo Dutti Tenerife, it tore apart a year later because of material defect. At Massimo Dutti store in Germany they have acknowledged the defect, but asked me to go to Spain for reclamation! The same was answered by the customer service. International company which is present in so many countries demands making claims locally in the country of purchase, without even offering a possibility to send the defective product somewhere.