Massimo Dutti Reviews 2,973

Massimo Dutti is, in my opinion, the most underrated brand today. The quality, colour palette, and sophisticated top line are entirely comparable to Max Mara. The value is truly a steal at that price point compared to competitors like Maje, Sandro-Paris, Twinset, or Pinko.

The Antwerp shop staff provides outstanding customer care that truly elevates the shopping experience. Except for one sales clerk in the men's section :(((

JAN and ELEN are exceptional style advisers who know the brand intimately and can effortlessly create a luxury look.

The shop manager is professional, respectful, and treats her staff with notable kindness—she is truly the Flemish version of Marilyn Monroe :)).

This professional service makes this the ultimate place to shop for the brand. I am keen as mustard on Massimo Dutti and wholeheartedly recommend the shop located on Huidevetterstraat :)).

Happy shopping!

I have purchased two items from Massimo Dutti online, one of the two items received was incorrect, a different style compare what I have ordered, this has been returned immediately; we are almost 4 months from sending the item back and no refund has been given. It is impossible to make contact if not with an automated chat who seems not to understand the issue. Worst service I ever received, pity because I really like the clothes!

I strongly advise against them. They sell used items – from returns, even without tags – for the price of new, unused items, or items with holes from alarms. We've shopped with them a few times – everything was fine, but our last purchase was a disaster – never again.

This brands costumer service is an absolute scam! Would not give a star at all. First of all I bought a product which said 100% cotton, then when i got it and had it on i noticed it was 100% plastic. What a scam! Then i tried contacting costumer service online several times, nobody got back to me - also tried their whatsapp "costumer service" 5 times, too say the least it did NOT work, and the robot just sent me in constant circles even after providing it with ALL information again and again. Honestly my worst costumer service experience so far in life.

Terrible experience! Amount on etiquette different from what was charged. When I complained I was told this is a common problem and has to do with goods coming from Spain with different euro amount. NOT MY PROBLEM !!! This is yours to solve but customers should not be charged more than what is on the etiquette. Sales person was very unfriendly and would not refund the different amount.

German law is very clear on amount on clothes etiquette being the same as will be charged. governed by the Price Indication Ordinance (Preisangabenverordnung) to ensure transparency. Prices must be clear, legible, and include the final cost, including all taxes like VAT. The price must also be easily identifiable and clearly linked to the product.
Mandatory information: The final selling price, including value-added tax (VAT), must be clearly displayed on the label.
Clarity and legibility: Prices must be easy to read and understand, and clearly attributable to the specific product they refer to.

I was going to write to customer service but judging by previous reviews nothing ever gets resolved. So the resolution is simple for me - never again will I shop there!i

BEWARE WHEN BUYING ONLINE!
This company are good on their delivery dates but the good experience ends there.
I returned two tops of different sizes as they were not suitable. The courier collected the parcel on the agreed date and issued me a proof of posting receipt. So far so good.
A couple of days later I received a refund for one top, less the amount of £3:95, the cost of returning items.
When I queried the refund and asked for the other top to be refunded I had a long What’s app, written conversation with Nicholas, a customer service representative, note, the only way to raise a query with Massimo Dutti, is by What’s app. Nicholas informed me that it would take a few days for their team to check my parcel before they could get back to me. When I pointed out that my parcel had been dealt with a few days ago so how could they check it again, as one refund had been issued I also pointed out that they had authorised a return for two tops and their courier had received my package as I had proof of posting, the onus was on them to prove they hadn’t received both items back.
The only response I’ve had back is:
Thank you for contacting Massimo Dutti. Have a nice day!

DO NIT BUY ONLINE.

Still not refunded since September!!!! Been trying to get hold of them everytime and they said they are still in the process of investigating!

Quality is just ok - some Zara products are much better and you are paying half the price.

Don’t bother - shocking quality for price. Jacket ripped after a few uses. Couldn’t have been harder to talk to a human about this and then told was my problem. Use others

If I could give them a zero rating I would. Placed order 4-weeks ago, received part order and balance never arrived via UPS. Despite 6-live chats, no one ever contacted or resolved this issue and still can't get anyone to process refund.

It’s 7 weeks to Christmas. It’s November. My partner loves this brand, and has seen a jacket on their website he really wants. Problem is, it’s nearly sold out. MD have a 30 day returns policy for online purchases. But you’d presume by November they’d be in their extended Christmas returns policy like every other store wouldn’t they? You’d presume wrong. I’ve contacted customer service on what’s app and on X asking if I purchased this jacket as an Xmas present that they’d let me return it in Jan if it doesn’t fit, and had the same answer every time. No. Apparently I have to wait for the ‘final details’ of their Xmas return policy and no exceptions before then. So even though it’s about to sell out I have to wait another 3 weeks to buy it and hope it’s still there. What company doesn’t expect people to buy Christmas presents in the run up to Christmas…?!

Came across this website on Pinterest Massimo Dutti clothing etc on Site called STARGUO. com glad I looked up reviews first seems like it’s a scam, low prices for designer clothing and shoes too good to be true

Absolute rubbish website, all good till you order and then the whole situation falls apart! Just can’t place an order. Must be missing out on a lot of money!

My order was due to arrive last week, but it still hasn’t been delivered. I’ve emailed and sent several WhatsApp messages, and there’s been no response at all.
Given the news about Fastway entering receivership, I’m seriously concerned that my parcel may never arrive. I even contacted Nuvion, who told me to reach out directly to Massimo Dutti but still silence.
For a brand that charges premium prices for its clothes, this level of customer service is completely unacceptable. At the very least, I would expect a clear update on the delivery status or a refund. So disappointing and unprofessional.

The worst customer service ever. I cannot contact them. They sent my order and did not include one item with €78. The BOT that communicated with me told me it would be with me on 28th October. No sign. I asked for my issue to be escalated to a human being ... no joy. I have asked for a refund, still no response. So disappointing. My next step is legal action. I wonder are they in trouble financially???

Dreadful customer service!!! Bought a pair of long boots costing well over £200 last season, and the heel has snapped off. I took them to the shoe mender, and he said they were faulty and could not be fixed. Unfortunately, I have lost he receipt but have the box and dust bag. Customer service has asked me to enter the card details used to purchase, but since then, I have new cards, so I cannot locate the old card number. There is a flaw in this process! Most people replace old cards with new cards, and in my case, lost cards are lost; therefore, you cannot locate the last four digits. Really angry as the boots broke whilst in London, and I had to hobble all the way home. I will be taking this further!!!

I’m honestly very disappointed with Massimo Dutti. I purchased a pair of their Chelsea Studio Classic ankle boots in 2024, expecting quality that matches the brand’s premium image and price. Unfortunately, after wearing them only four times, the left shoe split open along the side.

When I contacted Zalando for help, Massimo Dutti reviewed the photos and claimed there was “no manufacturing defect,” implying the damage was my fault. That’s simply not true — the shoes were barely used and well cared for. For a brand that promotes craftsmanship and quality, this experience shows the complete opposite.

The product quality is poor, and the customer service response was dismissive and disappointing. I won’t be buying from Massimo Dutti again, and I’d warn anyone expecting durability or accountability from them — you won’t find it here.

I bought trousers with a defect made from the manufacturer. I had worn the trousers 1-2 times and never washed it.

The customer service then preceeded to say they declined my complain, with a reasoning that I had washed the trousers, which I did NOT. They did not give me any refund or anything and stopped answering my email except sending me automated text. I would expect more from a company that sells highly priced clothing.

Appalling customer service. I had to go on a chat which was AI. Eventually got a human being. I ordered something on line and 'submitted' my payment but then screen went blank. When i went 'back' the item was still sitting in my basket but couldn't open it. I didnt know if my payment or order went through. The afrnt asked me my nane and address etc and then it went silent for over 10 minutes, no communication as to what was happening. She then asked me for proof of purchase but that's exactly what i was asking her- whether the payment went through. In between questions it went quiet for up to 15 minutes with no communication - i didnt know what was happening. Took over half an hour to do nothing.

Was told collection from my home for order would be with in 24 to 48 hours it as been over 8days no one as been and after reading on here people are not getting refunds I have decided to keep it ,better then ending up out of pocket loseing money and no goods .

Been trying to contact Massimo Dutti Team for 2 days as I am trying to initiate a refund and an error comes up……. Chat bot is unhelpful, it tells you someone will contact you, no one does. No phone number no way to contact, I want be shopping here again and have shopped a lot here,