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Business Profile

Clothing

Massimo Dutti

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/20/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a dress from this business and returned the item in its unworn state with receipts attached back to the company. It was sent back to me without an explanation from the company, so I contacted customer service for ******************** to receive an explanation. The explanation I was given from the customer service representative REPETITIVELY, was that the reason the warehouse had written was that the reason for return back to me was an odor on the item. THERE IS NO ODOR EXCEPT FOR LINEN and THE ******* **************** refused to take the item back and did not offer another option for escalation as it is my word against an un-named warehouse representative. Item is pristine except for being in a box. The representative I spoke with speculated that there was a perfume odor on the dress as the reason for rejection. THERE IS NO SUCH ODOR. IT IS COMPLETELY LUDICROUS to be given such a ridiculous answer and one that I completely disagree with. I have never had such an issue at any company ever. DO NOT BUY ANYTHING FROM MASSIMO DUTTI or you may be out money for arbitrary decisions. YOU MIGHT AS WELL THROW YOUR MONEY AWAY.

    Business Response

    Date: 06/25/2024

    Dear all,

    after receiving the complaint we have checked again the item and we have procedeed to the full refund ot the item.

    thank you

  • Initial Complaint

    Date:06/06/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased Massimo Dutti merchandise via online on May 22, 2024 with payment $305.28 (Order No. ***********). The Massimo Dutti app shows it was delivered on June 1, 2024 at 11 am. But I didn't receive it. The app does not provide any details of shipment such as package tracking number, what carrier (e.g. ******************* who signed the receipt confirmation at the front desk. I called Massimo Dutti customer service at ************** numerous times but every time my calls got dropped after a few ringing. I emailed and followed up multiple times at ******************************** requesting for detail shipment information and haven't received any responses (not even auto-reply that my request was received). This is a serious negligence, and I would like to get a full refund. Thank you very much!

    Customer Answer

    Date: 06/13/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ***********************



     

  • Initial Complaint

    Date:10/30/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Oct 17, 2023, I ordered three items (Order No ***********: a scarf, a beanie, and boots) from Massimo Dutti online. On Oct 21, 2023, I returned the boots ($329) and the beanie ($69.90) in one box using their courier of choice(return ID ******** . I have the receipt from **** stating that the weight of the box is 6 lbs, 5.4 oz., which holds the weight of boots and a beanie. Copy of receipt uploaded.On Oct 28, 2023 emailed me to notify me that they had received my return and had refunded me $69.90 for the beanie via return id ********. However, my boot refund was missing, and when I called customer service, they could not explain why. There seemed to be no accounting of the boots that I sent back to them! I don't know why they aren't concerned with the discrepancy between the return ID numbers. This case is now "under investigation" but I have no confidence they will resolve this, especially given the prior complaints I've seen written here. It is virtially impossible to reach someone by live chat or email. I want my $329 refund on the boots!!!

    Customer Answer

    Date: 11/24/2023

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Massimo Dutti has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    *********************

  • Initial Complaint

    Date:09/08/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    August 01, 2023 I placed order number *********** in the amount of $597.06 for items #****/623 and 6716/813. Item 6716/813 in the amount of $299.00 +tax was returned w/return number ******* on August 12, 2023 and received by Massimo Dutti on August 17, 2023 which their **************** Reps. have acknowledged on numerous occasions. To date I have yet to receive a refund. *** spoken with them on several occasions only to be told that the individual responsible for refunding my money is not responding to their requests for my refund.

  • Initial Complaint

    Date:03/07/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered 3 item from Massimo Dutti order#*********** in amount of $538.90. on 12/31/22.Order was received on 01/03/23 and sent back throught **** on 01/05/23.**** picked the package from the ************ in *******,** on 01/07/23.On January17,2023 I spoke with Massimo Dutti **************** Representative name *************She verified the information and told me they received the package on 01/16/23 and would take **** business days refund to be reflected on account. Today is March 5,2023,As yet I have not received a refund.Please do not hesitate to contact me if you need additional information.

    Customer Answer

    Date: 04/03/2023

    Better Business Bureau:

    At this time, I have not been contacted by Massimo Dutti regarding complaint ID ********.

    Sincerely,

    *********************************

  • Initial Complaint

    Date:02/13/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Massimo not refund me order which the received on 1/20.

  • Initial Complaint

    Date:01/31/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a leather pencil skirt (among several other items) from Massimo Dutti in ********, ***** on vacation. I am a long time Massimo Dutti customer and have purchased many items from them over the years for interviews, trials I'm litigating, and for various social occasions. The first time I wore the skirt (to a play in ***********), it ripped down the slit within 30 minutes of putting it on. The skirt fit perfectly well (I have pictures before it ripped) and it was a design flaw with the leather and type of slit. I contacted the Company's customer service in both the **** and ***** -- and they told me that they couldn't help me and that I had to return the skirt to the store. I called the ******** store and explained the situation, but they simply responded that they couldn't help and that I should call customer service. It seems that Masismo ********************** puts you in a sort of limbo if you buy merchandise overseas and return to the states, even though I have plenty of evidence I purchased the skirt in the ******** store. Massimo Dutti was entirely unhelpful and offered no solutions---not even a gift card reimbursement.

    Customer Answer

    Date: 02/25/2023

    Better Business Bureau:

    At this time, I have not been contacted by Massimo Dutti regarding complaint ID ********.

    Sincerely,

    ***************************

  • Initial Complaint

    Date:01/31/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased some items online. Returned them and never was refunded. I have a tracking number acknowledging the acceptance of the package. I have tried calling and emailing. The phone number provided is a false number where no one ever picks up and the call goes dead after 30mins (I tried 10 times with the same result) and the email always bounces back. None of the contact information online actually gets you a person to speak with someone to respond to emails.

    Customer Answer

    Date: 02/25/2023

    Better Business Bureau:

    At this time, I have not been contacted by Massimo Dutti regarding complaint ID ********.

    Sincerely,

    ***************************

  • Initial Complaint

    Date:12/28/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    A giftcard was purchased for me in June 2022.When I tried to activate it in December it didnt work. I contacted Massimo via phone and website chat and they advised me what the phone number should be to activate it, still didnt work.On December 15 I was told they put in a case and I would hear back within ***** hours, it is now December 28 and Ive heard nothing.I went to the store and they couldnt activate either saying that its been attempted to be activated too many times.At this point I have a dead gift card and getting a hold of Massimo takes a ridiculously long time and I get the same story over and over again. Order # ***********

    Customer Answer

    Date: 01/22/2023

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Massimo Dutti has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    *********************

  • Initial Complaint

    Date:11/21/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have returned several online purchases packages to Massimo Dutti via online return. They claim the refund was issued. Upon checking my bank account for refunds, I was shocked that they didnt refund anything for over 12 months! Wrote to them online about only two of the most recent returned not refunded items. Was planning to submit one ticket per every missing refund, to make it easier to handle. They never responded, but they sent me email asking me to resubmit my inquiry, in case, I was not satisfied with their offered solution. They never responded to start with! Which solution are they referring to?They need to call me asap and show me where they refunded all my returns? So far, my bank statement does not show all refunds. I have over 12 months of returned ordered that are not refunded. They have no number to call. They dont answer chat. How can we address this? Pls ask them to call me on my number and over the phone go on all my returned non refunded packages.

    Customer Answer

    Date: 11/23/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    *********************



     

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