Massimo Dutti Reviews 

I made an online order 2 weeks ago. It seems like delivered in carrier website but it is not delivered to me or my neighbors. I've been trying to reach customer service, no response no action literally the worst customer service ever. My package is lost and as sender Massimo Dutti does nothing about it and carrier does not take any action without sender requests. I regret being their customer!

Worst customer service ever, so much so that I won't be buying from there again. You can't get in touch with anybody, not even their crap AI CHAT AND AI WHATSAPP. Dire.

As others have found customer service is just horrendously unhelpful. Fake apologies given but they do nothing meaningful to make right their own failings. I ordered for the first time today and will be returning (on principle) and not ordering again.

Love the clothes but non existent UK customer service. Got text response in Spanish after 48 hours.

Had to report credit card fraud because they wouldn’t confirm they received my return even when tracking showed the return was delivered. They just kept telling me they would escalate it. Customer service is no help and extremely hard to reach. They don’t update the customer about anything you have to chat in as phone lines are down and WhatsApp is unresponsive.

Maybe the worst customer service I've ever experienced.

Keep in mind I've probably spent nearly £1000 with this company in this year alone. Made an order on 25th June, last scan available on the tracking link was 28th June. Customer service refuse to refund or replace the item. Every time I speak to them, they say they have no time frame to resolve and just to wait for an email. Have had to raise a case with PayPal to try and get my money back. I won't be shopping with them again, not surprised their reviews on Trust Pilot are this poor.

What customer service? It basically doesn't exist. They don't respond to their online enquiry form, they don't respond on Instagram DM and I had to scan the entire internet to find an email - which I also haven't gotten a response to. The website is shit - no HELP services at all. The tracking number provided never worked and I am yet to receive my order a month later. I would never trust or purchase from this store again.

If I could give it zero stars I would.

I want to complaint about the return request Return No.
17905507
Order
30113408006.
I received a faulty product (used, no tag) and asked for return + refund. I had to paid a delivery fee and now am going to pay for extra return costs. That is unacceptable. I request to receive a full refund of the purchased item plus original delivery fee. And I’m not going to allow return costs to be deducted from the return.
You can not send me a faulty product (which already is time wasting and causes a very frustrating experience) at the same time charge the delivery fees TWICE.
This is thief.

Also, customer service is unbelievably slow. I sent complaint on 9 of June and got a reponse after ONE MONTH.

Like many others attempting to contact customer service is near impossible with web chat and WhatsApp support completely failing to respond or connect to an agent . Returned an item in May because it was defective and of very poor quality , received confirmation of return and that refund was being processed . No refund ever received. Avoid at all costs

Terrible customer service. Bots of outdated technology that do not really read your messages. You have to repeat the same things again and again. Representatives come back to you after a day on WhatsApp and don't even give you 5 minutes to respond. I reported a missing part of the refund and they did not even thoroughly review the return case, claiming they did not receive all items, when I have confirmation and screenshots in the app that they have received them all and that they have approved the full refund. What a pity, as the clothes are nice. They understimate how easy it is to lose valuable returning customers. If they do not deal with this, I don't see a good future for the brand. Teaching marketing at a university myself, and they will be making the hall of fame for bad customer experiences for all my students to know what the companies they will be working for should avoid.

Wish I knew how bad the about customer service would be, can’t seem to contact any human. I just needed a printable label as the shop near me doesn’t accept Royal Mail qr codes. No matter how many times I said this in WhatsApp they just kept sending me qr codes and sending stock emails answers and didn’t actually genuinely respond or listen to me, it’s enough to give a customer a nervous breakdown. I hate them.

Would be 0 stars if that were possible.
Trying to return some items from Nan online order.
No possibility for contacting customer service other than on WhatsApp.
I have now been waiting 3 and a half hours for a response.
I got an apology for keeping me waiting after an hour and a half. Since then nothing !!
The worst customer service experience I have ever had.

I’ve been waiting a week for a courier to pick up a returns - no communication when this will be. Contact customer service & they advised they would let me know nothing, send a WhatsApp & nothing - will never order from them again

We were at Massimo Dutti store at Galleria, Krakow. I picked a jacket and wanted a new piece. The staff told me to wait 30 minutes as the warehouse is in another building. We came back more than 30 minutes later, the same staff saw us - she quickly went into the office. We asked another staff where is the jacket we requested, after going in to the office, she came out to tell us there was issue with their system therefore they did not get our jacket. I told them that’s a lie and we walked out. So what great service they gave? It was meant as a gift for my sister and we are very very disappointed.

An item arrived with a split down the seam. It would have been easier not to mention this, but I try to be helpful. Ordered a courier to pick up. Never came. Chatting with customer service on their site was unproductive and time-consuming. Took one and a quarter hours of my time. Logged me out with no resolution after that time because I was asked to take photos of the item hanging on a coat hanger, even though I had already sent them a time-stamped photo of the split, whilst the dress was folded in the packaging it had arrived in, but their chat system deemed the time I took to take the photos too long, despite my asking them to wait. Thanks, Andrea. I ended up finding a phone number and getting it sorted with another agent in 5 minutes without all the palaver of photos. I recommend this avenue to everyone. Although I'm not impressed with that particular product or the chat box as a method of communication. One rep shouldn't be demanding one thing when another deems it unnecessary.

Can someone contact me re my account!! Trying to return a order but the order is nowhere to be seen on my account !
30153168519

So sad....I have been a long time customer of Massimo Dutti womenswear. Regrettably no more, in fact I am deleting my account this weekend. Why? Absurdly high prices with a shift in price for value, return policy just unacceptable, fit no longer consistent, online style often does not correspond to the merchandise received, colors vastly differ from online format, integrity of fabric not the quality it was even one year ago. I noticed a shift in fabric quality especially the linen, it started in 2025. What was once a heavy weighted linen that held it's shape is now paper thin, not worth the price, in my opinion.
Retired from luxury fashion senior management, I once enjoyed MD's fashion direction, fabrication, style & integrity to supplement my wardrobe.
They have re-entered the US market in Florida, a modest retail storefront nothing like the European stores. Forget about calling the Florida store for 'charge/sends'. If the store staff deems to answer the phone they direct any purchases to the online catalog.
Customer service, 'chat', borders on being 'if' they answer. Have a great deal of patience while waiting for a 'live' person to respond, that is once you get past the AI generated response. Whatsapp doesn't function and the telephone number has been silenced.
Is the 3 week + time frame to process credits reasonable? How 'bout the multiple cancelled orders the next day after placing an online order?
Once a return label is received, I took pictures & ensured tracking the package with written followup to ensure a credit. A great deal of work for merchandise that has lost its integrity.
The MS brand has lost it's edge & honestly I can no longer support a brand that does not support the customer's that made them popular.
Take some advice MS, take these reviews seriously.
If an influencer dares to call you out for lack of performance you will think twice about the operational model that has become your standard in 2026.
There are plenty of other burgeoning brands that are taking their place.

Extremely disappointed with my recent online shopping experience with Massimo Dutti Switzerland. I ordered an item during their online sale, believing I was getting a genuine 45% discount based on the Swiss Franc (CHF) retail price displayed on their website.
​However, when the package arrived, I discovered that they had intentionally placed a Swiss CHF price sticker directly over the original European price tag. The original price was 89.95 €, but the Swiss price base was heavily inflated just to make the 'discount' look appealing. Even worse, the item was dispatched from a local distribution hub in Dietikon, Switzerland, which completely invalidates any excuses regarding high international shipping costs or customs tariffs for an individual order.
​When I reached out to their customer service via WhatsApp to report this misleading practice and ask for fair compensation (like a small goodwill voucher), I was met with nothing but automated, repetitive bot responses. The system completely ignored my points and forcefully closed the chat with standard templates.
​Massimo Dutti clearly does not care about transparency or customer loyalty in Switzerland. If you think you are getting a great deal online, double-check your tags. I highly recommend avoiding their online store if you value fair pricing and real customer support.

Returning through the website is impossible!!!

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