massimodutti.com Reviews
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1.3 / 5
Average user rating
2908
Total reviews
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We aggregate and refresh feedback continuously so you can gauge real customer experience and service quality for massimodutti.com.
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massimodutti.com Reviews
Read real experiences from customers of massimodutti.com.
Brands may not incentivize or pay to hide reviews.
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Carolina
April 2, 2026
Terrible delivery system and customer support
Terrible delivery system! I made a purchase and selected the option to pick up at a Walgreens. I never received an email letting me know that the parcel had arrived, so I didn't pick it up and it was sent back. When I called two weeks later asking why it hadn't arrived, they just said I would get refunded. No apology or any attempt to resend the package to me (with free delivery, since it was their fault). I will not be ordering from them again.
Wendy
April 2, 2026
I returned a bottle of perfume via a…
I returned a bottle of perfume via a relais mondial pick up point ,as instructed by Massimo Dutti. I paid for this return. The perfume was in its original packaging , carefully packed ,with added parcel tape by me. After several weeks MD sent me a photo of an open package accusing me of returning it like that. They said they could send it back to me ( of course I don’t want it) or destroy it. No mention of my refund. I am not responsible for their courier services or others involved in transit.
aileen young
April 1, 2026
Dreadful!
Dreadful!! Impossible to speak to a real person … their returns are awful… the warehouse couldn't locate one of my returns so I have lost £99 having spent nearly £700. I will never use them again.
daniela gadalean
April 1, 2026
Very disappointing experience
Very disappointing experience with Massimo Dutti.I purchased a leather jacket that ended up staining and damaging my other clothes. A product at this price point should not ruin other garments during normal use.On top of that, I also received a blouse that arrived already damaged (with a hole).What made the situation worse was the customer service. Communication was slow and difficult, responses were generic, and both complaints were rejected without any proper resolution, even after weeks of back and forth.After more than a month of trying to resolve these issues, I was left with no solution.This level of quality and customer support is unacceptable. I would not recommend based on my experience.
Marc and Lindsay.
March 28, 2026
Appalling , Shop with these reccs…Oh how I wish I could give zero / minus…
Oh how I wish I could give zero / minus preferably feedback…Long story short …after many, many chats / emails … auto reply , clearly 100% and more …NO CUSTOMER SERVICE … Repeated myself many times ..AVOID .. MANGO / ZARA/And other Stories/Cos/ H&M/ etc. far more customer friendly..These guys need to wake up.
Julie
March 25, 2026
Avoid – No Support and Delayed Orders
I never expected such poor and unprofessional customer service. My package has been delayed by two weeks with no updates or proper tracking, and despite numerous attempts to contact support, I received no response.When I finally reached someone via chat, the experience only got worse. The representative communicated poorly, kept me on hold for over an hour, refused to confirm a refund or cancel my order, and said I would have to wait 14 business days just to receive confirmation. She also refused to provide her name.Throughout the conversation, she repeatedly tried to end the chat instead of actually helping resolve the issue. This was an extremely frustrating and unacceptable experience.
Jojo Oldham
March 23, 2026
I wish I'd realised how bad their customer service was before ordering
I wish I'd realised how bad their customer service is before ordering something online. The tracking on my jacket won't update and it still says it will be delivered on the 18th March which is almost a week ago now. When I try to get in touch over chat or WhatsApp their AI bot just says the same things over and over again like 'you will be notified if there are any delays' (I have not) and 'please check your neighbours' mailboxes' (Royal Mail haven't even attempted delivery yet). Beyond frustrating.
Milda Zaržickytė
March 23, 2026
Absolutely the worst shopping…
Absolutely the worst shopping experience I’ve ever had.I purchased an item from Massimo Dutti, and after receiving it, I realized it didn’t fit me. However, the item does not appear in my account, so there is literally no way for me to return it through their system.I tried contacting customer service in every possible way. Their AI chatbot is beyond frustrating and completely useless — it just blocks you from getting real help. After a lot of effort, I finally managed to reach a human agent, who told me that a return had been created in the system and that a courier would contact me within three days to collect the item.Guess what? No one ever contacted me.Now when I try to reach support again, the AI won’t let me through, and it even says my order number doesn’t exist. This is absolutely ridiculous.I am extremely angry and disappointed. I have never had such a terrible experience with any online store — not even with cheap unknown shops. I will NEVER buy from Massimo Dutti again.
Наташа Аверина
March 20, 2026
This has been the worst shopping…
This has been the worst shopping experience I’ve ever had. They charge your card, but the product never arrives — no updates, no explanations, nothing. Customer support is almost impossible to reach, and when they do respond, it’s just generic replies with no real help.The return process is even worse. I returned an item that didn’t fit, and I still haven’t received my refund. It’s been a long time with absolutely no resolution. It honestly feels like they just take customers’ money and have no intention of giving it back.Extremely disappointing. I would not recommend this company to anyone — you risk losing both your money and your order.
Dani
March 19, 2026
They will try to avoid giving a refund for online shopping
Massimo Dutti does NOT refund unless you chase 10x which is so time consuming. Such a scam! Happened three times. I love their clothing but no way do I want to support this company now.
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