Massimo Dutti
reviews and complaints

Dear Massimo Dutti Team,

We bought a pair of trousers from Vilnius, Lithuania, in July and they were burst badly within a few days, when we were already back to Armenia. Massimo Dutti Armenia told that they can not change, take it back or solve the problem somehow. I have written a letter to your company on 09.07, but got no reply. And also couldnt reach you by phone.
Please, let us know how this problem can be solved.

Good afternoon,

On the 3rd of July 2019, I bought a pair of espadrilles in your Massimo Dutti store located on the Meir in Antwerpen.

I am a loyal customer of Massimo Dutti because I have never been disappointed about the quality of your products.

However, as you can see on the pictures attached, the sole of both shoes are already tore after only 1 month. 65 euros for a pair of shoes that you can wear only 1 month is a lot of money in my opinion.

I suppose it is a production error as I'm not used to such a poor quality of your products.

This is why I'm asking a new pair of shoes or a reimbursement.

Waiting for your prompt reaction.

Thank you,

Harold Istas

Dear
End of April I was in Istabul TR for a holiday I ordered a shoes online through your website and there was a problem with the delivery so I had to cancel the order beacuse I was leaving and I couldn't get my order and because I was running out of time and I had to go back to Dubai where I live, I asked my cousin who lives there to go and get me the shoes and bring it with him when he comes to Dubai, he got me the shoes from your store in Istanbul and when he arrived in Dubai Mid of July he brought me the shoes with him, I wanted to try it on surprise one shoe is 42 and the other one is 43 and my size is 43 so there is no way I can put the 42 on it's just too small. I contacted them and I told them about this issue and they said we can't do anything about! I was like what? It's your fault how can't you do anything about am not the one who put 42 with 43, am I ?! I tried with your store here in Dubai but
unfortunately they couldn't help me beacuse the comapy who operates here is different to the one in Istanbul, so now am sending this message beacuse I just feel so mad that I paid almost 100$ for nothing as am going to throw the shoes away as there is no way I can use it and I want from Massimo Dutti to find me a solution for this problem. Although the shoes wasn't inside its box it was in another shoes box. I have attached pictures of the shoes.

Kind regards

I am not chines I travel her and my all cloth formal or casual from Massimo so I go to buy shoes using my credit car from the store Unfortunately the shoes I walk with one day only and broken the like photo attach so I take back to store and they say must wait 30 day to take back money ! And this only the way they can solve, my how I can wait all this time and I will come back my country after tomorrow and why after I buy and using my credit which have bank Commission they don't want give me on time why must wait !

I have an ongoing issue with the customer service /gift card . I was given a gift card 3 weeks ago and for the last 2 weeks I have been unable to purchase anything using the gift card . The card is registered and every time I attempt to use it, it comes up unexpected error . Customer Service have been on this case for 2 weeks now and have marked it urgent with the head office but still no response or resolution to the issue . This service is terrible . The issue isnt with the cookies on my computer as I have tried to use it on different devices with the same result, the issue is with the £75 poubd gift card . I have now missed being able to take new items on holiday with me due tot this terrible service . The case number is md2019216395

The order # is [protected] and totalled over $500.00.
I called your customer service department and Elizabeth was very rude, refusing to connect me with a manager, and stating I had to go into a store and return the goods, wait 24-48 hours and then trying to rebuy the product. This makes absolutely no sense, as the product is already available online.
with this type of reply, i am quite sure I will never purchase from you again, so I would like a response that is over a more reasonable nature.

Good morning, on the May 30 2019 my friend purchased a Woman denim midrise jean from your store in United Arab Emirates. However all good with the denim till I tried it on, it didn't fit properly. I have Massimo dutti denim that I have used before and had asked my friend to buy me the same size, but to my disappointment they don't fit properly. I am very disappointed and I can't go back to change because I live in Chennai, India. I have the bill of the item purchased with the tag. What I really want is to have possibility to exchange the Massimo Dutti to a jean that fit me properly. I tried searching for the Massimo dutti Indian customer care number but to my vain couldn't find any. Is there any way I can order a new one online and get my denim exchanged? i have attached the bill and the price tag.
Thanks you.

During this visit to Portugal abd Spain, I have bought at three difference cities. The first was at Salamanca, where I was told that there was no tax refund system. The next was Lisboa, where I bought quite a lot and was told that tax refund was applicable, but subject to presentation of original or copy of the passport. From the response of your store in Salamanca, I did not carry my passport, but I told your staff that I had the passport number; your staff said the original was needed abd just a number would not work, so I could not apply for rembursement. Lastly, when I bought some at your Porto store, the kind lady said that as long as I had the passport number, there would be no problem in applying for refund. The advice by your staff in Salamanca was not precise enough and the way I was treated by your staff in Lisboa was inappropriate in my opinion. Why does the your store in Lisboa do differently in this sort of very important matter? Is there anyway to fux this problem?

I always purchase from Massimo Dutty all over your stores. This time specifically
I visited Santo Domingo, Dominican Republic and purchase a pair of shoes. I do not
live inSanto Domingo, I was on a business trip. The shoes were damaged, so I returned and
got a credit, but left the country. I reside in Puerto Rico. I returned to Santo Domingo at the beginning of this month and the credit was unacceptable because the date of the credit was 2/1/18, I will try to to include it with this complaint. The reason is, I don't live there and was unable to purchase anything before. The credit is for around
$124.00 more or less. I am writing to you so you can make this exception and extend the credit for at least a couple of months, since I was assigned this territory in my business trips again. Credit #[protected] - $6, 290.00
Massimo Dutty - Blue Mall Sto. Domingo Store 926 - Transaction 206899 2/1/18
Hoping to hear from you. Thank you - Luz Oronoz

I have never received such terrible customer service! 10 days ago I submit an online order to arrive in store at First Canadian Place. It has not arrived in store and customer service cannot locate the package. As upset as I am that my top has not arrived in time for my vacation, I asked both the store and customer service to simply refund the money to me. Neither will refund it until they understand what has happened to the package! The location of the package is irrelevant to me. I simply want to be refunded the amount I paid for a package that has not arrived in the time promised. I will await my refund receipt for order [protected].

Lara Ariganello

April 30, 2019 - massimo dutti marina sqaure store.
I sent my sister to refund the items I recently bought for her to your store in marina square, the cashier who talked to us fiza and manager gigi refused to refund the items because they said they said they didn't have enough money in the register. They were very insistent and pressing that I go back to the store where I bought my items from which is in ion mall. I explained that going back to orchard is inconvenient for me as i'm on a tight schedule before flying off again, that's why I sent my sister to refund the items I bought for her because it's near her work. It was really embarrassing that my sister and I had to go through all this fit just because you don't have 1000k cash in your sales? Is that even possible considering the prices of your clothes? And to be honest, why does that have to be my problem?
Items I bought is eligible for a refund according to singapore law.
I find it very rude how they treated my sister in such manner simply because she was doing a refund and not a purchase? My family and I are returning customers of your brand for years here and in spain, regulars if you can consider that but this customer service is unacceptable. Please take action. I still haven't refunded my items.

Thanks,

Manisa

Hi ill try and keep this simple. A friend of mine has just paid £2000 on nyc tickets for my 40th. It was his 50th on feb 16th and all I had to do was get him a gift card for massimo dutti...

Feb 2nd I purchased on line a £50gc with gift box message etc £53.00 to be delivered to a collect + retailer near by in durham (he lives in london so I will need to forward on)

Feb 14th still nothing... After calling the can't be bothered to speak to you customer services they informed me they were out of cards... No call email nothing!
After argument you agreed to refund me the £53.

March 11th I purchased again advised delivery to glasgow store would be fri 15th (now I live 3 hours away but have a friend in glasgow whom I was meeting in dublin that very weekend.. Again no delivery but did get a notification of monday 18th.. No problem im not going to london tillapril 13th she can get it later.

I can't remember exactly but think it was april 5th friend went to collect in the glasgow store..
Staff said they don't do such a thing and the manager refused to leave her office and speak to them.

I spoke to the manager on the mon who confirmed the gift card was there. I was travelling to london on the friday so I needed it posting. She refused initially but eventually said she would speak to head office and call me back.. This call never was returned!

I again failed to show up with a gift for my friends birthday that weekend.

I drove 3 hours to glasgow with my twins 13months old and a 4year old to collect the card personally this easter weekend. The only thing the manageress said was "well I did ring and leave a message" when I explained no message was left she replied "well I did leave one" I asked why she didn't try me again as I had already been through enough and she just said 'i'd left you a message"

Now one thing I do know is that alex my friend only likes the best and as a very wealthy guy probably spends tens of thousands year in your stores all over the world... One other thing I know is that he will probably think agin after the way I have been treated..
The personalised message you charged me for as well reads...
'ppy birthday doll' there has been a printing error as there's a 10mm slip of overlapped ink down the left side...

Many thanks cerise stewart-samson

---------- Forwarded message ---------
From: Gina Bryant
Date: Mon, 22 Apr 2019 at 09:20
Subject: Denim dress

Good morning, on the 12/05 I traveled to Romania/ Iasi from were I purchased a Woman denim dress from your store. I bought it with the thought of wearing it yesterday, at the Easter lunch. However all good with the dress still I tried to put my tights, when the dress started opening button by button being impossible of wearing it. I was and I am very disappointed and I can't go back to change because I live in Uk. I don't have the bill but I can take from the bank a statement from my credit card being the only item purchased. What I really want is to have possibility to exchange in Massimo Dutti Bluewater store and to try a different item or maybe the same dress but not faulty. I will attach the dress picture.
thank you Gina
And I am very disappointed because at the Uk number nobody answered.

Dear Customer service,
I just wanted to highlight my disappointment towards your service in Egypt as well as raising an official complaint .
I purchased a brown leather jacket last winter, apparently I needed to dry clean it so I went to check with Massimo Dutti store if you offer this service. Surprisingly the seller said that Massimo can re- die the jacket and you have this service for 200 pounds. That was in Cairo Festival City branch. After 40 days, many and many calls with and without answer and 8 visits to the branch with postponing pomises, which was not the agreement, I received a very dirty jacket with died zipper and dirty inside cloth. While upon their tale that this is the best they can do as a favour hence it is a paid service not a favour.

I didnt have any other option other than receiving the dirty and disgusting jacket. The next day when I tried to wear it and because it passed through a long process of dying the leather started to crumble and torn with no reason so I had to take it back to the branch manager who agreed with me that it can't be worn and will compensate after referring to the main office.
Now and after 60 days from the first day I gave them the jacket the compensation was 800 Egyptian pounds while the jacket costed me 4000 pounds last year. Sorry I will not accept this, I left the jacket in the store and now going to Cairo Head Office and Customer Protection Agency as I am shocked.
My name is Rafic Danial and my number is [protected] or [protected] for any further clarification.

Waiting for a reply that suits Massimo Dutti 's fine name.

Rafic

Hello, I bought a white shirt blouse from your london store just before xmas 2018 (8.11.18) and wore it today for the first time (15.2.19) to a special occasion and within ten to fifteen minutes of wearing it before i'd even gone out the sleeves and underarm have creased up badly making it looked used and like a cheap looking blouse and yet the price paid was £59. 95! I attach a copy of the receipt and several photos of the creased shirt and ask for a response as I am very dissatisfied with the poor quality. I bought it as a staple wardrobe item as a smart shirt/blouse.
Thanking you in advance
Lucy shaw

Dear Massimo Dutti,
I have contacted you after I tried to contact the company AZADEA Massimo Dutti agent in Egypt
I sent AZADEA an email and they didn't tack any action
I have a complaint about the number of 3 wool pullover purchased in the first of April 2018 during discounts and at the end of the winter season
And did not wear any of the three except ten days and the second time of wearing them found that the three in this case
Knowing that it was not cleaned or exposed to any chemicals and when I was heading to the branch of Cairo Festival City was the response from the manager Mr Hossam that they were subjected to mis-storage and this response surprised me because he didn't check any of these
I think they should give a better Image of a respectable brand like Massimo Dutti
I told him Because we know the value of the clothes we buy and choose the place we respect and we know how to keep it
And proof that I am a client and I'm not a customer at one of the shops is not known source
In any case
Pullovers are available and can be found to determine the cause
Because you are a respectable company and offer your fashions to millions of customers worldwide
You will find all the images and barcode of the products

I did not care about the subject except because they did not give the complaint any importance and no action was taken
Thanks for your time

Regards,
Ahmed Shahbour
PETROSHAH OPM
[protected]@petroshah.com
+[protected]
+[protected]
+[protected]

Dear All,

I would like to have a formal discussion with a senior representative from your direct complaints global center

Despite that I am one of your regular customers for the last 15 years . And treasuring the long term relation with your brand coupled with loving your outstanding cut & designs

I was not treated the way I should expect from your local representative in Dubai transferring my request to Lebonon office with unprofessional approach from their local customer services

My concern was not treated well and not addressed wiht an obvious unconscious behavior.

All what they want to make sure that no further cost impact with trying to solve the problem or even

Will give more dtls upon contacting me
My name is Tamer and my number is
+[protected]

To whom it may concern,

I am writing in connection with the on-line order no. [protected]. As it can be checked, I bought a pair of black leather sandals and I am completely disappointed of the product. After 3 wears they still cause me serious ankle injuries. Also, their stripes are still very rigid, reason for which they cause a big pressure on the foot. I am used to shoes causing small injuries during the first time of wearing, but these sandals are, in essence, impossible to wear, though I tried and I am not giving up easily.

Attached I am sending the electronic receipt, photos of the sandals and photos of my ankle with injuries after one-week break from wearing the.

What I am requesting by means of this complaint is: to return the product and receive the corresponding payment refund, beyond the 30 days term to (legally) return the product.

Thank you for the attention to this complaint.

Thank you and Best regards,

Florina (+4 0 [protected], florina.[protected]@gmail.com)

I had a complaint related to my trouser's quality which i purchased from massimo dutti Egypt. And the customer service team (from lebanon) called me and the way of communication and the quality service is a real disaster! I've been working in the customer service field for almost 6 years and I have never ever faced a low quality like this starting from the specialist till the brand manager . They are all are un professional and un qualified.

The trousers complaint is related to the length after wash. I followed the wash instructions on the item and i faced this problem. I have purchased the trouser back in november 2017 and i wore it only 4 times and washed it once .

I need an action to be taken regarding my pant and towards the horrible team who are responsible for Egypt customer service.

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