Massimo Dutti Reviews

I appreciate the nice smell that they have in all the stores :D It's a mix of vanilla and ice cream

Extremely bad return process. Requested a return via app 5 times and no email received with the delivery label. Managed to talk with someone from customer service, very unprofessional and not very clear in sharing the details. I like the brand image and products but their online shopping experience is horrible.

I wanted to write this review to provide a more balanced view on the returns process, as after reading some of the comments on this page, I was really worried about whether I should wait and return the items in store instead of posting them back given it value of the items.
For me, the process was fast and seamless. I sent the items via Royal Mail on Friday, it arrived at the depot on Tuesday, and I got the email saying the return has been processed by Wednesday, with all of the items listed.

If I could give a 0 star, I would.
This is a horrible, horrible company, with awful customer service.
They do not refund you money, saying they already did, but can not provide the proof or any sort of confirmation.
Never ever buying from this retailer anymore.
This is absolutely illegal what they are doing. Stealing money blatantly.
Never ever have I experienced such a thing.
Customer agent Laia, rude and incompetent. Absolutely, horrific experience.

First order with Massimo Dutti for a few hundred pounds.
Order arrived without being told it was being dispatched.
Wanted to return order and it took 3 online chats for them to acknowledge it had even been dispatched (I could have asked to cancel and got my money back!!!) and for them to be able to set it up so I could request a return.
Finally able to request a return and the only way to return is using a Royal Mail QR code - cannot print the label myself at home! Which means I need to travel to the nearest post office that will print the label (which is not my local post office) in the middle of lockdown in a pandemic when we are being advised not to leave home unless very important. This does not class as important to me.
They need to find a way to let us print the RM returns documents so we can request a pick up from home.
I’ve decided to return my whole order and not buy from them again. Hugely disappointed.

Absolutely appalling customer service - some of the worst I've ever experienced. Avoid at all costs.
After simply trying to return an order that was the wrong size I was provided with incorrect information about this process again and again. I was also sent the wrong returns code which meant that my return was "lost" and not registered at the depot.
I was then promised that the order could be refunded to a gift receipt as it was received for Christmas, only for the adviser to go back on that promise after discussing with "head office".

I have placed on-line orders total of $672 between Dec 27/2020 and Jan 8/2021.
Received a return of only one item @ $78.99 since it was the store in Ottawa that refunded the item.
I have been unable to obtain Return Labels. The Customer Service line @ 1-877-550-1104 dose NOT answer calls.
Due to the Lock Down and Curfew in Ontario it is impossible to return items at the Ottawa store. Lessons Learned: I will never deal with Massimo Dutti again and hope that I will eventually receive a refund of $593 for ALL items ordered on-line.

If MD thinks they're going to move to more online shopping (closing stores) then I think people who have experienced the same greedy approach to customers (as many have) should shout out loud and clear- DO NOT BUY ANYTHING FROM THIS SHYSTER COMPANY. Trying to return Christmas gift items- no shipping label provided in the packaging requiring that you request it- then no response/ no shipping label- so much for free returns!. And now I hear they have not extended the return period in a pandemic when lockdown happened right after Christmas! The customer is ALWAYS right MD- and you will loose and have lost my business when you behave like this! Open up returns or I will post this every day!

Takes forever to get your refund

Take no notice of the bad reviews... I don't understand at all... I've just bought an expensive leather jacket and everything first claas!

Please think very, very carefully before ordering anything online from Massimo Dutti. They sent me the wrong item in July. I returned it and have confirmation from them that the return was received on 23 July in perfect condition. More than 3 months later, I am still trying to get my money back. (The Consumer Protection Regulations say refunds for online orders must be given within 14 days of the return.) I have tried every means I can think of to get the refund, even including writing a letter (in Spanish) to Carlos Crespo Gonzalez, the CEO of Inditex, Massimo Dutti's parent group. He completely ignored me. I have been pushing for the refund on Messenger with Erena of Massimo Dutti since 25 August. She has been fobbing me off since then and is now just ignoring me. It seems,my only recourse now is to try to get some if the money back through the Small Claims court. It is my experience that this company really doesn't care about its customers. They will unashamedly break the law and sit on money that does not belong to them. I have learned my lesson the hard way and now can only share my experience with others: Protect your money; avoid Massimo Dutti at all costs. (They do not even deserve one star. If a negative rating were available, they would have had it from me.)

Excellent high quality clothing, better than competitors and sometimes even much cheaper. Excellent high quality clothing, better than competitors and sometimes even much cheaper.