Massimo Dutti
Reviews and Complaints

I bought an item in Massimo Dutti through the Online web page (In Germany). The delivery company lost the package, they asked me to contact the Massimo Dutti's Customer Service to start the claim process. The Customer Service phone line is not working and I have not received any response to the many emails I have sent to them. Its really frustrating !

Order number [protected]

Please help!
David

I purchased a navy leather jacket in the Vienna store in july 2016..while I was in Paris this year I purchased a number of MD items and asked the sales staff about warranty of product.

I was directed to the online complaints and was requested to return the faulty item..( the colour of the navy is fragmenting from the leather sleeves) to the Vienna store..as I live in Australia this is untenable and I requested the mailing address of the Vienna store.

MD has offered a 2 year warranty on the jacket but have again asked me to attend the purchase store.

Surely they can be more helpful

Mark Kesper

Dears,

Kindly be noted that I had bought 4 shirts from Massimo dutti marina branch in Kuwait, and i buying and wearing Massimo for more than 4 years, but in that time i found that 3 shirts bacame smaller within one month, and this is first time i facing like this problem with massimo products.
I back to same shop and asked for in charge to explain what i had faced and asking for support, and i met Mr. Mohamed (shop manager) in next day, then he said you are our customer and we will take action but i have to receive your shirts and contact concerned team due to exceeding 40 days of purchase,
After 8 days he replayed me that no action will be taken and sorry for that.
Finally i received my shirts with no action, after informing him that i was liking Massimo, and i'm so sorry that i can't use it any more if he can't solve my problem, as I'm sure that is manufacturing defect, because it's first time i face like this problem with Massimo.
Finally seeking you support and feedback, i'm believing that Massimo is caring about his customer satisfaction and loyalty.

My name: Adel fadl
Contact #: +[protected]

Your soonest reply will be highly appreciated.

Regards,
Adel

Here in Doha - Qatar the branch of doha festival city i went with my friends to buy some items forom massimodutty but actually we found the worst service of ever, the gentelmen working there who wasn't a gentelmen at all with use not answering to our questions not helpful at all and extremely rude we really was suprised by this low level of service specially from such brand He let us feel that we are blessed because we ve got his assitance also he bring the cash with a very impolite manner not even welcoming us when we enter no eye contact and not even thank us or smile at all sunce we enter untill we funish also he didnt give the cash back on my hand he put it on the table which is extremly impolite and rude .we will never ever go that branch again another time and really this level of service is shameful for massimodutty
My name is malek
Phone number+[protected]
[protected]@yahoo.fr

I wrote several times about my issue to Massimo Dutti Customer Service but nobody has responded to me to this day. I ordered online a coat or a jacket (or very thick cardigan, I am not sure how to call it) with home delivery. When I received the item something was wrong - the stripes on the model that was shown in the online shop were vertical on the arms:
https://www.massimodutti.com/gb/sale/jackets-%26-blazers/jacket-c1823592p8105010.html?colorId=600&categoryId=1823592 /Ref. 6011/772
Whereas the stripes from the coat that I received started to be horizontal somewhere below the shoulder. It creates a weird angle where the two parts of cloth were connected and it stays very unflattering on you. I wrote them that the item I received was faulty and asked to be sent another one that isn't (I really liked it and if there wasn't this problem I would have kept it) or if they don't have one to be reimburst for the delivery as well when I return it, since I did not receive what I had ordered. It is a common policy among many renomated shops and for me it is a matter of principle. Even if they say we don't care about your problem it is ok as long as they reply something explaining their point of view, but ignoring all my messages is just disrespectful to the customers. I wrote I think 3 times the first one was 10 days ago. Anyway since I did not receive an answer I just returned the item, but I can't express how dissappointed I was, I really like this brand and have been supporting it ever since I learned about MD existance, but nobody likes to be mocked at and I started looking for other places to buy clothes from, I am sure there are plenty to choose from.
Also when I received the return confirmation in the email was written a collection date for pick up. The courier never came that date. I even called the customer service which was in another country to ask if the delivery is for this day, since I waited a lot already and they assured me that the courier will come. I waited all day and nobody came, I was so frustrated because I wasted all day, I couldn't go out for a walk or to the store and it was one of the very few beautiful days this summer - you know the weather in Europe this year is crazy. After I wrote them I didn't receive at least a single 'sorry for wasting all your day' (from 8am to 7pm) just an automatic message with another date for delivery... I was glad this time the courier showed up.
My order number was [protected] from 06/07/2018 MD BG.

Dear Sir or Madame,

I would like to complain about customer service in Massimo Dutti shop located in Kiev, Ukraine.
Also I would like to have explanation of the case and its resolving.
To begin with I had made the purchase of sandals and after wearing them twice the insole of the sandals slipped off and I decided to return it to the shop. So on 26.05.2018 the assistant recommended me to exchange it for another pair and assured me if it'd happen again I'd have the option to return it. I accepted that proposal and exchanged for a new pair of sandals. However the same story happened with these sandals and I had to return them. However today on 8.06.2018 I was disrespectfully refused to return the pair back. The manager of the shop Anna Borisivna gave such an argumentation - the guarantee of shop doesn't cover this type of defect. I was shocked. First time shop accepted it as defect and persuaded to exchange for the another pair, and second time the manager told that they are not responsible for it, that they are not able to do something about it. I was deeply disappointed and upset with this kind of service. Why it is stipulated in the police of the shop that there is a guarantee of 30 days for the goods, why it doesn't have any power in Kiev Massimo Dutti shop. Why managers are telling a lie to the client. Why managers are violating the law and consumer rights.

I live in London and consider myself a regular visitor of the Regents Street + Oxford Street branch and love the brand and quality as well as the usual good service. I have also shopped in Dublin on many occasions as well as Bruges, New York and Tenerife all with the same impeccable service and excellent customer satisfaction.

However, on the 24th May 2018 around 13:45 in the Sevilla branch, a staff member attempted to steal my sunglasses and I am absolutely 100% certain of this.

After numerous attempts at getting assistance (very unlike the usual service I have become accustomed to at Massimo) I eventually got the size of the cardigan I had been requesting and trying on the different sizes on the Shop floor, I did visit the changing rooms once to try a shirt on briefly and left with all my belongings; FACT.

I was heading to the till when on the way I decided to try on a jacket hanging up, I placed the item I was about to purchase on one of the display tables just in front of the rack, removed my sunglasses from the front of my T-Shirt and placed them carefully on top of the cardigan (internally I questioned the safety of this not just because of theft but I did think they might be picked up with the cardigan that would have looked out of place on the display table, however the item I wished to try was directly behind me and surely nobody could remove without me noticing?

As I was putting on the jacket in the mirror next to wear it was hanging, I felt someone breeze behind me extremely quickly. My first instinct was to check my glasses and they had gone! I was frantically checking the display table but they were nowhere to be seen, I turned to the staff and explained what had just happened but they seemed totally uninterested and used the language barrier even through I know they understood what had I was trying to tell them and also had a family member explain to them in Spanish.

This all took place directly in front of a CCTV camera and asked them to review the footage but they told me only the police could view the footage! As luck would have it, I found a Police man and brought him into the shop, for the first time one of the staff said they would call the manager and began dialling on the phone, I noticed a distinct change in attitude from all of the staff, while this was happening, all of a sudden one of the staff members came across the shop floor saying "are these your glasses, are these your glasses?" You left them in the changing room he said. Now I know for a fact, 100% certain, I did not leave them in the changing rooms and the presence of a Policeman seemed to change the attitudes of everyone concerned and I was made to look foolish in front of him now.

I wasn't prepared to argue with them in broken Spanish and left the store only halfway through my shopping feeling extremely astonished at the sheer brazen attempt to steal one of my belongings by an employee from a global brand that I had always held in high regard.

Unfortunately I don't think I can ever shop in any of the branches again and I implore somebody to look into this and review the footage before its lost.

Please get in touch with me.

Robert Conway

Dear Sir,

I got used to buy staff from Massimo Dutti, and two weeks ago almost i brought many items from your store, i wanted to exchange one of these items with another one more expensive with almost 50%, but unfortunately i lost the receipt, however the piece is with its price and label, they refused to make the exchange unless i had the receipt, my experience with other brand that receipt important in case i want my money back but in case of exchange this is not required, the piece is with 1.900, and i wanted to exchange it with a piece with 2, 900, the store manager was not supportive what so ever i think, this incident happened in CFC store EGYPT

I placed an order for earrings that were advertised as Burgundy, picture and description said Burgundy on massimo dutti website. I received earrings that were brownish. After sending pictures of what i have received and speaking to customer service they explained to me that sometimes they advertise their products as being red, orange and sometimes what customer gets is not same color as what is on the website. What an explanation! This is the last time i order from massimo dutti. Nice products but unacceptable to give mismatching information to customers and explanation is sometimes the colors on website do not match what customer will receive. Now i am stuck with earrings i am not able to exchange or return.

I was there at Massimo Dutti yesterday (7th of Feb18 ) at 8:00PM
& I was trying to change a pantaloon I bought it from one week with a bigger size but actually the employee who deal with me was so rude & he talked to me in an appropriate way:
Me: Good evening, please I need another size of these pants,
Him: Yes, you can go check by yourself all pants are there
ME: you mean I need to do it by myself!
Him(by a very aggressive & rude way) : one minute please !
wait for around 5 min then he came
Him :Hey... give me the pants
Me :HYG
After 5 to 10 min he came back
Him : there is no other size !
Me: So please check other shops branch please
Him : No, network is done I can't help !
Me: so what should I do !
Him : i'll give you the #s you can check by your self !
Me: Thanks !
then I went down to the cashier & I told the manger there & told me sorry then he gave the pants to other one to check it & suddenly he found the size that I'm searching about !
so I return back the two pieces & I refunded my money back through my credit card (it should be reflected within 14 working days)
I need a detailed action plan with this employee, as when I mention the same situation to more than one of my friends they faced the same aggressive & rude attitude at different branches ex: City stars & cairo festival city
I'm waiting for your reply today as I'm very frustrated & I want to avoid spreading this negative vibes for Massimo Dutti urgent please

To whom it may concern,
My name is Ella. My family and I are regular customers of your company. I appreciate the quality of your products and I have recommended your brand with confidence on many occasions in the past. However, a couple of days ago I was faced with a huge disappointment. I advised my boyfriend to go visit Massimo Dutti, and he spent 37, 000 rubles at the Oceania Mall in Moscow confident in that he purchased. One of the items was a green shirt from a new collection, which we liked the most. We then went on vacation and to our surprise we found that everything that the shirt touched turned green: the sweater that I was wearing, which I bought in Massimo Dutti not so long ago, the bag my boyfriend was wearing, and even our hands, arms, and necks. After hand washing the shirt upon return, we found that the green color faded considerably. Back in Moscow, my boyfriend immediately returned to the place of purchase but was refused any help because he cut of the shirt's tag. Is this fair? I do not feel it right to have to pay for a brand's mistakes. Maybe the collection of green shirts is defective and should not be sold in stores.

I have bought shoes from Massimo Dutti Jeddah and later found manfaturer defect in the shoes, since I don't live in Saudi I sent the shoes with one friend to the store manager who refused to return back the shoes on the original price as there is sale was going on and the shoes is under 75% discount, so they are simply asking me to lose 127 USD for buying defected shoes from brand like massimo Dutti, actually I will never buy something from them going forward !

I have returned faulty man hand watch to the "Massimo Dutti" at Pacific Centre, Vancouver. Manager of the store informed me, that it would be under 2 (two) years warranty, so he was going to pass it to repair shop. I did inquired few times about the status of the reparation, the answer was always the same; it needed parts. After three months plus I was informed that the watch is not repairable, so in that case I would be pay back of the original price of the purchased item. To make this frustrated story short, until today I haven't been reimbursed. I have called many times customer service without any solid answer, very unprofessional. Nobody knows anything. I have received claim ID#, returned has been approved but not money return to me. Massimo Dutti return department and return policy sucks, be careful when you deal with it!

Since November 2016 I am trying to buy Chelsea boots, size 38 in ANY color. I live in Georgia, Tbilisi, we have 3 shops here and none of them had my size (at least that's what they told me). In a few days I discovered there's a small size on the mannequin, I ran to the shop and start begging the consultants to find out the size of the shoe. They told me it was 40, so again I believed them and left really heart broken. That same evening my mum decided to call the shop to confirm the size of the mannequin shoe again, they told her it's 39! She asked them to save it for us so we would come the next day to try it (I have to admit, though my size is 38, I fell in love with those boots, so I could even go for a bigger size, just to have them)! The response of the consultant shocked us, she said they can not remove the shoe from a mannequin till next season collection arrives! Which may be in FEBRUARY! I begged them to give me a chance to try the shoe, maybe it's too big and I can't wear it. I would wait even till February to get them, but I needed to know if it's worth it. They didnt help me with this. I started asking for the manager, they said she/he doesn't want to talk to me. For you to understand, my last try was today and they still refused to give me the shoe.I don't even know to whom to complain, so am writing this post, maybe someone knows what to do in these kind of situations.

P.S. will leave my mail, in case anyone from the company decides to contact me : [protected]@yahoo.com
Mariam

I buy in that brand very often, usually in Canary Warf shop.I had a gift from my boyfriend, it was a leather jacket from Massimo Dutti, It was narrow for me and I did not like it, we went for a change to the Regent Street shop On Sunday afternoon, for our surprise the lady on the till told us that she could not change the item for the money because for the policies, I had the normal receipt and a gift receive(my boyfriend did not ask for a gift receipt when he bought it, they gave it to him straight away).
I was not happy for that but I understand that the company is got policies and is not the problem of the staff, the manager (really rude) told me that I could change the item for another thing, I spend in the shop more than one hour trying clothes and finally I wanted to buy a pair of shoes and jeans, when I went to the till again the lady asked me If I was not going to buy nothing else because If not I was going to loose my money, it was not possible for the shop to give me a voucher/card with the rest of the money inside so I needed to change the leather jacket (249pounds) for another item/s of the same quantity or more at the same time.
I felt super disappointed, the brand was ripping me of, the manager of the store was super rude I explained her that I was not in the mood to buy more and she told me that she could not do nothing else.
Finally after a long afternoon she gave me a card with the rest of the money inside, repeating to me that I suppose to feel lucky because they never do that.
I spend two hours in the shop for change a present I felt so disappointed, I use to buy a lot in Massimo Dutti but definitely I will not do it any more and I strongly recommend to not buy gifts in that brand and of course avoid Regent Street shop.

I have always been happy with the service in the Kings Road branch but the Regent street experience was little better than Tesco. I was approached by somebody resembling a security guard with earphones on! He spoke to somebody else about my enquiry, that somebody didn't appear. The security guy ended up in conversation with a female assistant who hadn't noticed me the 20 minutes I ahd been there, more interested in talking to this guy about some twaddle. I then asked for the Manager who was busy on his lunch break. This whole genre of so called customer care is non-existent in this branch and heads should roll!

I just visited Dubai for the first time last week, & I also discovered the Massimo Dutti shop in the Mall of the Emirates, which looked amazing for the clothes on sale ( made in Spain & not China ) & the Spanish speaking staff who served me . I purchased a cashmere & cotton V neck sweater for 205AED, which I thought was a great buy, till after wearing it for the first time, a large hole opened up under the right sleeve. It seems that although the knitted fabric had been over locked, some SLOPPY machinist had not sewn up the sleeve seam completely. initially I had regretted that I had not purchased several more in other colours, & actually had phoned the store from New Zealand, asking them to either charge them on my credit card & post them to me OR hold several, for a few days, when another business colleague would be in Dubai, who could pick them up & pay for them.Both of these requests were flatly denied..SOME CUSTOMER SERVICE !
Since then on discovery of the hole in this garment, I am happy not to have purchased any more rubbish from this company..At least in China, they do make some rubbish quality clothing but their quality control is better than Massimo Dutti !