Massimo Dutti
Reviews and Complaints

I have ordered few items from the Massimo Dutti app but out of total item 1 trouser was missing and I have charged for that trouser and after that when I have sent a mail to customer support I did not got any kind of reply and one more issue happend with my another order is that when I have returned the item I am not getting any kind of refund from Massio Dutti and on app it is showing as refunded.

I bought a trouser from your branch and I need to make it shorter in size and I gave it to the branch's tailor which promised to finish it in two weeks! I went today to receive it and it was done in an ugly way i asked the tailor to just cut it and fold it as original style he did but make it more shorter that when i took it home it is too short and cannot touch my shoes. This is really not acceptable since I usually buy most of my clothes from your brand. Additionally, he changed the paper bag that has the invoice stapled to with a new bag so bow I don't have my invoice!

Hello,

I placed this order 30049864911 with Massimo Dutti on 25 Nov. Today is 30 Dec.

I have contacted Massimo Dutti through online chat, and hotline for 10 times! I always get reply that my issue has been forwarded to specialist department, but I didnt get any reply from this specialist department and my issue is remaining unsolved.

1. there are three articles not delivered, I want to cancel them.
2. I have one pair of shoes (in this order) to return, return label is not available on the App of Massimo Dutt, because the order is still pending.
3. I have already paid everything with my credit card on 25 Nov. so, I need refund as soon as possible!

Please give me a confirmation how to solve my problem.

Please understand, it has been too long that I have been waiting for a solution.

Thank you in advance!

I have not received half of my order that is paid for.
I have emailed lots and phoned but no assistance given to me an you please reply to my query and resolve the problem

I bought about £320 worth of clothes from MD when in London including a pair of jeans which were a different colour but same size as jeans I already owned. The jeans turned out to be to small. I had to travel to Paris to deal with probate and by the time I wanted to exchange the jeans - unworn and with the labels attached and with the receipt - more than 30 days had passed. The manager refused outright to do anything about it. So I had to leave behind a brand new pair of jeans with no exchange and no refund.

I sent part of my order back after a week( ie within the 14 days) and they have not refunded me. Ref [protected] . They confirm that they have received my returned goods but that there is a fault in their banking system snd that my refund has " got stuck". Despite reassuring me that this issue would be resolved in a couple of days and to just" be patient", I have still not received my refund of £298 after 3 weeks. I have phoned them over 10 times and emailed them but just get back a generic email saying they're looking into it ! I can never speak to a manager

Hi,

My name is Almuayad Makki. I bought a suit and shoes from your branch in Dubaï mall. Two days ago. The ordered 45 sizes then after I wore I realized that the size is 44. I try to return it but the customer service there rejected it. I have been your customer since 20 years ago and never had such situation.
I know that MD company is one best company when it comes to customer obsession. I rely on your leaderships value to help return the shoes. The shoes photos are attached.

[protected]@amazon.ae
+[protected]

After spending thousands with this company in store I ordered a coupls of hindered pounds worth of stuff online.

Missing for a month then when I complained it was magically showing as "delivered" that day!

No proof was provided by them and after 11 days of waiting for a reply I am hi going to get my bank to do a charge back.

ANYONE SCAMMED MY MASSIMO - GO TO YOUR BANK/CARD ISSUER AND ASK THEM TO CHARGEBACK OR CLAIM UNDER SECTION 75 OF CCA IN UK.

Worst online shopping experience in my life!

According to Massimo dutti app and notification sent- my parcel has been collected by/delivered to - my chosen collection place. I haven't been provided with tracking number or any reference identification I can use at the collection point but with the assistant there we established my parcel is still not available!
Please sort this delivery failure out a.s.a.p.
My order number-[protected](£52.40).
Thank you.
Beata Flis.

I bought this shoe [cream coloured soft leather ballet flats, ref 1568/650/719] to the fullest and I wanted to buy it again, but they don't have it in my country, jordan, in my size anymore, which is 39. How can I order it?

I bought this pair of black leather platform size 40 in Istanbul - Zorlu Center a few months ago, I live in Prishtina - Kosovo I did were them once few meters and they were damaged not by me I think because of the weight of the platform they were not glued properly, I went to Massimo Dutti shop in Prishtina and complained but they didn't help because I didn't by them here,
and of course, I lost the received.
I would like you to help me with this product as I am a regular customer at Massimo Dutti and I never had such a problem with the quality.

I will attach also the pictures to see the sandals and maybe you can help me what to do next

I received a gift from a friend. I went to exchange it with another item ten days ago but I didn't find my order. At that day, the salesman at ABC Verdun branch Beirut advised me to come after two weeks as they were expecting some new items. I requested to have a voucher instead of the gift but her reassured me that the gift is considered as voucher.
I came 9 days after but they refused to exchange my gift because the exchange date was 3 days due.
I appreciate allowing me to exchange this item because the salesman was the one who informed me to come two weeks after.

Thank you

My order number is [protected]
I paid 8.80£ delivery charges for next day delivery on 27th January and after purchase I was notified that the delivery will be after one week!
The normal royal mail postage is 2.50£ and it reaches in 2/3 working days according to website and they have charged 8.80& pounds and the order is still in warehouse after 4 days!
Tried calling them thrice and was hold on for 25 mins. Early morning 9.00 am how can all people answering the call be busy?

I am waiting since December for this item to see order attached. Order ref: 30017211825. See order attached

I have sent 3 emails to: contact@massimodutti.com @customer on 14, 18 and 20 January 2021. See screenshot attached. No response.

I tried calling a customer services contact number on 20 January and was cut off.

I called twice on 21 January and was on hold for 25 minutes and 10 minutes

I have put my tracking number into An post and it is not showing up in their system. 

Patricia Connellan 

Solicitor 

I am left feeling extremely frustrated. I have been trying to place an order for an item that is only made in two sizes: XS-S and M-L. I would fall directly in the middle and so contacted customer services to ask for the specific measurements of the item before purchasing - a rather simple request, in my opinion. More than 10 days have passed since I first spoke with someone and I am still without the measurements. I have had to speak to customer services about five times, as each agent I have spoken with has assured me that they would call me back within the hour with the measurements, but not a single call has been received. As such, I have found myself calling every few days and each time, the agents have no knowledge of my query! I have checked the stock in UK stores, with a view to calling the store and asking them to measure, but there are none available. I asked customer services whether it would be possible for them to contact a store carrying this particular item, they quite simply said 'no', and that I must continue to wait for 'the relevant department to respond'. Also keep being referred to the size guide, which obviously does not tell me what I need to know - I know what size I am, but not what size the item is! This situation has become increasingly frustrating as I have had not so great experiences with Massimo returns in the past and so am reluctant to order both sizes and return one. I just want the f*ing measurements!

Hi,
I am a customer for almost 5 years and on this Black Friday I have added to my my basket on my app the following items
Ref. 2015/116/704 blazer color Camel and
Ref. 0934/307/800 color black
They were discounted 40% for the blazer and 20% for the Sweater my transaction was declined and I didn't notice it as I used the Same card to buying some other items from your store online
However in the mornings when I tried to proceed the transaction with different card I saw the discount was removed and the price jumped up
I must tell you that I am very dis appointment for what happened, It should have been different while I am using an app on my phone for such a big store.

Thank you
Hussein Mahfouz

I purchased the Garbadina Clasica trench coat 6803/704/710 for £169 from your Regent Street store in 2019. Within two weeks of purchasing the item the belt buckle snapped off. I returned to the store with the receipt in order to get the belt buckle fixed. The manager confirmed it was faulty and that I could have a refund but could not exchange as they no longer had my size in stock and they could not give me a different belt as they did not have spare. I had saved up for this purchase and did not want to risk returning the coat and then not be able to get a new one in my size. The store manager said they would speak to HR and find out where the coat was produced to see if the belt buckle could be replaced and fixed. My details were taken and after a few weeks of no response I went back in to the store and with my receipt explained the situation again. The manager apologized and promised to try and source a replacement again. Again I heard nothing. I then went in to the Oxford Street store to try and resolve the issue once again and I was told to contact customer service as they did not have the details for the manufacturer to source a new belt buckle.

After months of trying to get this resolved COVID hit and I was unable to visit stores. I called customer service who told me that I needed to email customer service with my issue. I emailed customer service who responded telling me I had to speak to customer service. Once again I was gong round in circles. I emailed customer service again who once again told me to speak to customer service. I lost my temper at this point and asked for clarity as I believed I was already in contact with customer service via that email so why would they not address my issue. After several emails customer service eventually responded with the email with case number MD2020380175 who eventually confirmed that as the item was faulty, I was to take it to a store in the country of purchase (I had already done this 4 times). I stated this in my response and raised the concern that as the purchase was made last year, I no longer had the receipt and this may would cause an issue. Customer service then confirmed in email that faulty items had a warranty of 2 years from the date of purchase and qualified staff members would perform a quality control to verify the defect and the item would be refunded or credited.

I then visited your Canary Wharf branch who did their very best to help me but told me that as the item was old season I was no longer eligible for a full refund or credit. I could only get a credit for the sale cost of £59 on their systems. The sales associate very kindly contacted customer service as she could see the item was faulty and that I had tried to have the item fixed over that past year to no avail. Customer serviced then told us that it was not policy to refund the original amount without a receipt as the item was past season. This directly conflicts your policy that an item has a 2 year warranty if it is faulty. I know that a seasonal item is in stores from approximately 3-6 months and therefore your 2 year warranty could not apply to any of your items if this refund policy were to be in place.

I am disheartened and furious that I have made a purchase from you in good faith which I have been unable to wear due to a fault and despite every attempt to follow and adhere to your policies and processes, the negligence of your staff, conflicting policies and obvious lack of interest from your customer service team means I am now unable to have my entitled refund or credit note nor have my item fixed. love your clothes and had every intention of spending the credit not in store again however now I am at the point where I am looking at taking legal advice and making an official public complaint.

I have tried to raise this with HR or someone more senior however Customer service have told me they do not have the details for any such department and I cannot find any contact details online.

I love the clothes in this store and want to continue to make purchases however if I do not receive a full credit note or refund I don't feel I will continue to make purchases from you. I understand that there are individuals who have tried to help me however they do not have the powers to do so which is why I am looking to raise this issue with someone more senior as I believe this comes down to a fundamental policy and management issue.

I bought pumps last year and I have just wore them a couple of times and the leather just ripped one time I was going up a strairs, it was like I was wearing paper! I bought them for 100 euros, and I buy a lot from massimo but I was not ever disappointed this way! I went back to the store and they just said

I'm buy a trousers in MD shop in Belgrade 23.07.2020. Wearing only in office, 7 days. Put in washing machine, previously reverse it (inside out), on 30C temp, without a centrifuge, with a specialized washing gel for color stuff (Henkel - Persil), put a softener (Cocolino), and have a bleached stripe on my trousers.

I wonder for 50€, what I get. A garbage.

I brought a top At £79.95 and returned They credited me £49.95 at the time and therefore owe me £30 they said it would be international transfer this was a month ago and I am getting no where with the staff who are rubbish. I am also owed a refund of £49.95 for a top returned on a separate order. I have a case number MD2020245427. At one stage customer service told me to stop chasing as I was holding up them resolving my case. I have sent emails which they have not responded to and I have waited for a call back which never happens.