Massimo Dutti: Clothing store Reviews

I recently traveled over to Lisbon and entered one of your stores. The look, the feel, the styles and the customer service was impeccable. The associate who helped me assemble many pieces which looked spectacular on me. I had so much fun with your colors, textures and designs. I received many compliments over and over with just about everything I selected when I was wearing the clothing.
I have now become a loyal customer!
I literally went online to find a shop in the United States and made a point of checking out the store while my recent business trip.
Once again, I fell in love with your fall and winter styles and the young women who helped me was amazing. I am going to be traveling back to Washington DC in December and once again, I will be shopping in your store. I also have to add that I am so excited that you have an app and the ability for me to purchase online.
One of my most recent online purchases was a gorgeous wool coat. The young woman who was helping me made the recommendation in the store and she had me try the coat on...I was immediately in love! Since I was traveling for business and did not have a large piece of luggage, she ordered the coat and a stunning scarf online and everything will be delivered to me. Again, many thanks for your exquisite designs and luxurious materials.

So, so poorly built app- nothing is linked: says to contact customer service but rather than linking the words customer service to their actual contact info, the customer is expected to click through 20 pages trying to fish around and find it themselves! WTH?! Did a human design MassimoDutti? Probably not- or at least not one with any sense of user experience or CUSTOMER SERVICE! You’re supposed to make it EASY FOR US TO BUY!!!!! And when it says Join Life -30% … make that CLICKABLE!!!!! So customers BUY MORE & are MORE DEDICATED = MORE SALES where you don’t have to go out spending marketing budget to try to lure in new customers!!!! Returning customers who enjoy an easy sales experience is a THING!!!! It’s a GOOD THING!!!! But now I’ve spent all my time leaving this review I’m going to go SPEND MY MONEY AT NORDSTROM because their app is CUSTOMER SERVICE FRIENDLY!!!! Please hire a human who can fine tune your app (& your website which has the same problem) with an eye to customer experience. You’re missing the boat. Trust me.

I would like to share with Massimo Dutti shoppers and warn them about Massimo Dutti shopping experience. I order clothes from them pretty regularly. I take advantage of sales around Black Friday, but here is the warning: I bought last year a leather jacket around Thanksgiving and did not get to wear it until spring, then I noticed that it had major flaws in leather, very visible on the sleeve. I did not bother to return it, then this year I ordered a pair of leather boots and they also came with a very distinct defect, it took a while to have it “approved” to return, before they “authorized” to mail it, they wanted me to send a picture, which was ridiculous. They have free returns any way so I could have returned them without their “permission”. They would not replace them with a pair without defect. I spent too much time on the phone trying to resolve it. Awful! My conclusion: when they have Black Friday sales they push out defective products on customers, that is pooor customer service.

Discovered this brand in Munich, Germany. Fell in love. At that time they had a few stores in the USA. I was DESTROYED when Massimo Dutti Wash DC closed. However the online setup is IMPECCABLE. Fast shipping, easy returns, low prices, high quality! They concentrate on classic looks rather than trend. I applaud them for this. Also, be prepared to own unique pieces that NO ONE will have. I enjoy wearing their items knowing that I won’t see them on anybody out on the go. In my opinion all of their leather/suede pieces are the best quality while also having the best price! Don’t believe me... do a google comparison for leather/suede coats, jackets, shirts, or pants in the American market. They win. BRAVO Massimo Dutti!

I’ve made my first purchase over two weeks ago at their website and for unknown reason the package is still not delivered, and tracking number does not have any updates. 3 times I have contacted this app via chat, they told they will redirect my inquiry and someone would help me with this issue. No one still answered or gave me any updates on where my package and if it’s going to be delivered at all.
Such a big company just does not care about their customers! I wanted to order more staff but with such horrific customer service where they simply can not resolve an in issue and communicate with me I’ll shop somewhere else! And now I have to call my credit card to cancel the payment.

Update : I did send an email about explaining the problem and still did not get any response from the company!

I have ordered multiple times from their app. Overall it’s been a great experience! Easy to use and browse and see your past orders for sizing. Today though they refused to let me place an order unless I added a VAT number. I am not a company and have no affiliation with the UK. I had nothing to put in this field and could not bypass it, so eventually had to just type in a bunch of 1s. Very annoying and hopefully it won’t cause any issues.

I bought an ankle boots online and according to the webpage the shoes come with a pair of insoles. but I didnt receive the insoles. i sent emails 3 times and after 6 days，no response. and i called the customer service number many times，finally they answered the call and said they will email their response to me. i asked when will i receive the response he said he dont know. and i said i think they should ship me the insoles，he said he’s not sure what will the solution be. i should wait for their response. normally，when a company made mistakes through packaging，they will immediately apologize and ship the missing item. I think i will just wait this app‘s response probably forever. worst shopping experience in the world！！！

I do like the brand. i ordered a pair of boots almost one weeks ago, and when I look into the it’s status it showed online that it’s still in processing and not shipped yet, but no the other hand, they have been already charged my credit card for the total amount, usually other merchandiser only do that when the item has been shipped out, I was so confused so then I wanted to try to cancel the order as I saw there was a cancel button right below the order, and it didn’t work, it showed “order cancel not completed”my question is why do you set such an option when you don’t actually have the function!?? It doesn’t make any sense!

I’ve been using massimo Dutti for over an year. Though I like the clothes, the customer support is by far the worst. If you’re from US, there’s no way you can reach their customer support. Most of the times, the returns are a pain and you may never know if you get a refund for your payment. Satisfied with their clothing quality but very disappointed by their customer support. I know they will reply here about my comment but they will not make any effort in trying to find out what’s the issue

I must say I am happily surprised at MassimoDutti and the notifications. Well done! User-friendly, no hassle order process and notification that the product has arrived in-store. My first, not with products from Massimo Dutti, but the online experience. Yes another reason why I will definitely stay with this brand. Many thanks to whoever developed this and for the products of this brand.

Hi team, starting last weekend I cannot add products into the basket. I choose an item , it has my size and I click add to the basket. Then for a second top corner sign shows that I have one item in the basket and few seconds later it has nothing. Once I open the basket it is empty . Both MassimoDutti and the iOS are updated to latest. Thanks for you help!
(Need to buy few things while sale goes on)

I bought two items to give as gifts and unfortunately, both turned out to be the wrong size. Because I purchased the items separately, I had to indicate a minimum of one box to be mailed back for each return transaction. However, I can easily put both items into one box to save money on shipping. Please make the ability to generate one shipping label For more than one item.

I like MassimoDutti , it’s user friendly for the most part. However, the ‘save’ feature (when u want to move an item from your basket to ‘buy later’ list) almost never works. It’s very frustrating!
Again, other than that MassimoDutti is smooth.

I have been trying to change my email for 2 months as I don’t have access to my old email anymore. I tried to change it on MassimoDutti first but it showed error and suggested me to contact customer service. I called customer service they said do it over MassimoDutti or email them, they can’t do anything over the phone. So I emailed 3 times still haven’t got my email changed. And for one email response they even said the only way to change email address is do it through MassimoDutti . Excuse me? Your app doesn’t work that’s why I emailed!

I found shopping on MassimoDutti even easier than the web screen. I was able to return two shipments with just a couple finger pushes and two minutes. ‘ next page loading’ works very well and it has a nice format overall. Great job developers.

Your clothes are one of the best to me and your website and the phone app are easy to use but I hate to say that your clothes are made in China a country that commits a crime against ethnic groups (Uyghurs) and build concentration camps for them. I would love if I don’t support that country through Massimo Dutti. I wish all your clothes and materials are made in Spain or Europe in general or some poor countries in Africa that needs the money. I feel it is very unethical for a big company to deal with a country that commits a lot of crimes.

I usually order from MassimoDutti and the shipping is always fast and accurate. I recently visited Paris and found that they had a location there as well. I’ve been shopping there all week 😂

Difficult to return/exchange.
Directions are I must go to My Orders and click on items to return and you’ll email me a shipping label. When I access My Orders it states that one of items I re dived weeks ago is still in process. None of the the items I ordered show up so I cannot click on item to return.
Now I will be too late to get return shipped out to get a refund and your customer service not open on Saturdays.
I would say your site ineffective and will prohibit me from ordering with you again.

Easy to navigate. Does a lot of work for me like, after adding an item to my cart, it goes directly back to the place I was before. I found about this Brand while traveling in Spain. Great quality + clean minimalist styles! Thanks for an effortless experience!

The quality of the products is amazing and MassimoDutti really makes it easy to shop, discover and return items that don’t fit. Love the company and all of their products - well done!

I find this to be the easiest shopping app to use for outfitting inspiration and ease of use. It’s almost TOO easy to navigate that I end up spending too much! The quality and fit of the clothes make it all worth it though. Favorite brand ever!

The few times I shop online (I mostly shop at stores) I always go to Massimo Dutti. Easy to use, and most importantly, does not confuses you with 1,000 steps (ok, I’m exaggerating, but you get my point!) to get to different places throughout MassimoDutti . 100% reliable!!

The user interface is intuitive. About as easy as it can get when it comes to online shopping.

Everything worked great until check out procedure. When inputting address MassimoDutti continued to not acknowledge my address although it did pop up on selection screen. And what is VAT number that is required?? I’m not traveling in Europe so doesn’t make make sense to input VAT number. I just input 1 as it’s a requirement but overall final procedure took longer than the actual shopping. Very poorly built checkout section.

Worst app ever and horrible customer service. I’ve been waiting ( almost 8 days )to get return label so I can ship the items back. Have been Calling customer service for 4 days but no one seems to know how to resolve issue.

Mdutti clothes are good but very bad e-commerce app and customer service experience. Hopefully someone will look into this. Else I’ll probably not shop here in the future... not worth the headache to make simple returns!!!

I’ve used MassimoDutti a few times and find it easy to navigate for shopping, information and returns