Review Time
For several days I was trying to place an order using my personal card. Each time the payment amount was charged and then almost instantly returned to my account, making it impossible to complete the purchase.
Massimo Dutti customer support repeatedly insisted that the issue was caused by my bank. However, my bank confirmed multiple times that there were no problems on their side and that the payment was being rejected by the merchant’s acquiring bank, meaning the issue had to be resolved internally by Massimo Dutti.
During these conversations (in chat, use “call human” for an agent), customer support continuously advised me to use another card — either my own or a friend’s card as the only solution. Following their recommendation, I eventually proceeded exactly as instructed and completed the purchase using my friend’s Wise card.
The order was successfully paid and confirmed.
However, only a few hours later I received an email stating that my order had been successfully cancelled. No explanation was provided, and no email regarding the charged funds or refund was sent.
When I contacted customer support again, I was told that no payment had reached them and that the card used for payment was allegedly involved in fraudulent. I requested official written confirmation by email, but none was provided. Instead, I was told to wait up to 30 days for response.
Ultimately, the issue was resolved only after contacting Wise support. Wise confirmed the payment had been completed and was being held by the merchant, and the refund was processed by Wise within 12 hours thanks solely to Wise’s intervention — for which we are very grateful.
Unfortunately, the behavior of Massimo Dutti customer support cannot reasonably be described as customer care. My money was held, no official written explanations were provided. Instead of assistance, I was repeatedly redirected to my bank and told that the issue was related to my “fraudulent card”.
Support provided this information only via chat messages — which disappear after the session — and refused to send any official confirmation by email despite my repeated requests.
After reading many similar experiences here on Trustpilot, I am genuinely shocked that Inditex management has not addressed these recurring issues. There appear to be serious problems not only with customer support quality but also with payment handling and internal processes.
Hello Inditex, do you need help???
Do you actually care about your customers, or do you simply not need to, because you will earn your billions anyway?
It’s getting very clear that big systems don’t care about people if this big machine brings billions. And that is frightening.
I placed an order costing me around £300 recently. A couple of the items I loved and kept but sent 2 back for refund. After only receiving 1 refund I reached out to the company. They do not make it easy to speak to someone and get your inquiry resolved. So I reached out on IG in a desperate move. Luckily someone replied. Looked into my query. But never got back to me. Today I followed up and got a reply saying after investigating they have come to the conclusion there was only 1 item in the package. This has never happened before in my 46 years of life. So I’m out over £80 and no knit to show for it. I’m a grown woman, a family, a full time job, and don’t need to scam a company in my free time. After seeing their trust pilot reviews, I’m surprised they are still in business. I always thought they were one of the better high street options - I was wrong. Very upset here.
Absolutely disgusting customer service. It is impossible to contact them,no answer to your WhatsApp or online chat,no phone number to call. They have made returns impossible to register. It simply doesn't allow you to do it. If I could give -100 stars I would. I will never order from MD again and I advise everyone to stay away from that shady company!!
Extremely disappointing customer service – unjust and unacceptable I specifically waited for the Black Friday sale to place my order. The carrier returned the package stating they “could not contact me,” which is completely untrue—there was no call, message, delivery attempt, or notice made at all. The company refused to reship the items, claimed they were “damaged,” and initially deducted shipping costs. Although the full amount was eventually refunded, I lost the chance to repurchase the same items at Black Friday prices due to an issue that was entirely out of my control. Customer service hid behind “policy” and denied any price adjustment or store credit, despite the clear failure on the carrier's part. This reflects poorly on accountability and is not how loyal customers should be treated. Very frustrating experience. I will reconsider placing future orders.
I used to trust the company for high-quality 95% wool-5% cashmere knits, but everything purchased in fall/winter 2024 and 2025 was of significantly lower quality despite the same composition. It seems they are using inferior materials while maintaining the same price point. Almost everything started pilling heavily after just two wears, which is unacceptable. Customers appreciated the quality, so if that is compromised, there’s little reason to pay more at this store compared to budget fast fashion options. Even inexpensive acrylic knits don’t pill this quickly.
I used to trust the company for high-quality 95% wool-5% cashmere knits, but everything bought in fall/winter 2024 and 2025 was of much lower quality despite the same composition. It appears they are using inferior materials while still charging the same price. Almost everything began pilling heavily after just two wears, which is unacceptable. Customers valued the quality, so if that's lost, there’s little reason to pay more at this store compared to budget fast fashion brands. Even cheap acrylic knits don’t pill this quickly.
Delivery was very slow, and I received no assistance through the chat options. My order didn’t appear in my online account, preventing me from arranging a refund. Responses via chat could take up to 24 hours! The hassle isn’t worth it!
I ordered from the company recently, and given its size, I didn’t think to check reviews. However, I was surprised to find poor ratings. Despite that, my package arrived within 3 days, and it was exactly what I ordered, with great sizing! I’m unsure if my experience was an exception, but I wanted to share it honestly.
The customer support was terrible, and return processing times were unreasonable. I received no updates for weeks while my product was still marked as 'In Transit' despite confirmation of delivery. Following up through chat was nearly impossible. I tried reaching out multiple times, but the chat remained unresponsive. The website pushed for app downloads for better service, yet it was still inadequate. I waited over 24 hours for a WhatsApp response, and no case was opened as promised. I eventually resolved my issue by finding contact details for the local branch, which were not easily accessible on their site.
I spent two days trying to make a purchase. The website kept giving me error messages when I reached the delivery options. Customer support was unhelpful. Trying to shop on this website was a complete waste of time. I've never had such a frustrating experience before.
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Massimo Dutti nace en al año 1985 y es adquirida por Inditex en 1991. Hoy supera la cifra de 790 tiendas en más de 75 mercados.
En sus orígenes, la marca se orienta a moda de hombre. A partir del año 1995 se inicia el lanzamiento de moda mujer en todas sus dimensiones: desde las líneas más urbanas al casual. Con ello, Massimo Dutti se consolida a todos los niveles como un grupo en crecimiento a nivel nacional e internacional con una plantilla que actualmente supera los 10.000 empleados.
Durante el año 2003 Massimo Dutti lanza una oferta de moda infantil bajo el nombre comercial de Massimo Dutti Boys & Girls. Esta línea está siendo implantada de forma progresiva en tiendas de varios mercados, susceptibles por su tamaño de albergar su espacio específico.
En su totalidad y a partir de Septiembre de 2006, Massimo Dutti diseña y comercializa las siguientes líneas:
Women: Women’s wear, Accessories, Fragrances
Men: Men’s wear, Accessories, Personal Tailoring, Fragrances
Boys & GirlsSee more
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