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.
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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