Massimo Dutti

I buy in that brand very often, usually in Canary Warf shop.I had a gift from my boyfriend ,it was a leather jacket from Massimo Dutti, It was narrow for me and I did not like it,we went for a change to the Regent Street shop On Sunday afternoon, for our surprise the lady on the till told us that she could not change the item for the money because for the policies, I had the normal receipt and a gift receive(my boyfriend did not ask for a gift receipt when he bought it,they gave it to him straight away).
I was not happy for that but I understand that the company is got policies and is not the problem of the staff ,the manager (really rude) told me that I could change the item for another thing ,I spend in the shop more than one hour trying clothes and finally I wanted to buy a pair of shoes and jeans, when I went to the till again the lady asked me If I was not going to buy nothing else because If not I was going to loose my money, it was not possible for the shop to give me a voucher/card with the rest of the money inside so I needed to change the leather jacket (249pounds) for another item/s of the same quantity or more at the same time.
I felt super disappointed, the brand was ripping me of,the manager of the store was super rude I explained her that I was not in the mood to buy more and she told me that she could not do nothing else.
Finally after a long afternoon she gave me a card with the rest of the money inside,repeating to me that I suppose to feel lucky because they never do that.
I spend two hours in the shop for change a present I felt so disappointed,I use to buy a lot in Massimo Dutti but definitely I will not do it any more and I strongly recommend to not buy gifts in that brand and of course avoid Regent Street shop.

Review: I have attempted to return Christmas gifts within the 30 day return policy. When I received the package, the return label was blank, preventing me to drop it off at the UPS store. When I called the customer service line, I was told that Massimo Dutti doesn't allow shipments to APO/DPO boxes, therefore the company will not accept the items; that I would not get a return label because "it would still not get back in time"; that because I was stationed overseas, I should have known how long it was going to take.

--When checking out, there are no error flags or anything preventing the shipment of items to an APO/DPO box in page (2) YOUR ACCOUNT nor on page (3) DELIVERY. There is nothing in the Term & Conditions stating that shipping is restricted.

--I have sent over 10 emails with not a single personalized response. Automated messages state that I would get a prompt reply, but I haven't gotten a single one. I have also called three times to talk to a manager/supervisor and have been denied every single time because there are none available. I received ONE call back when I was not home and the person did not leave a name and told my wife that "He has our number in the email".

All I wanted to do is return the items for a different size and enjoy my holiday, that's it.

Consumer

Response:

At this time, I have not been contacted by Massimo Dutti regarding complaint ID [redacted].Sincerely,[redacted]

Review: I ordered from this online store a pair of shoes in a US size 10 and got the shoes delivered in a EU size 41 which is an US size 8. My complaint about the wrong delivery was denied by the customer service hotline, by email and during a telephone conversation as they claim, that I have ordered an US size 8 and I got what I wanted. My email order confirmation and my online account on this website shows clearly that I have ordered the US size 10. But this company still refuse to send me an replacement after sending them the proof of my order. They claim I should look on the item no. and I would see that I got what I ordered. As I am a customer I do not understand their internal item no. and order by sizes.Desired Settlement: I expect the company to send me an replacement in my shoe size US 10 as ordered. Even as they claimed that they don't longer have that shoe I would glady accept the shoe in a different color. I ordered beige/brown and the shoe comes also in a blue (SUEDE MOCCASIN WITH TASSELS Ref. [redacted])

Consumer

Response:

At this time, I have been contacted directly by Massimo Dutti regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Massimo Dutti did not send an replacement. They sad it was their fault as the shoe sizes were loaded wrong on their website. Insted of men sizes they loaded women sizes on the website. They offered me an "2day shipping upgrade" on my next order. They refused to send me an replacement in my size as they claim they don't have the shoe in that colour anymore and they refused to send my the shoe in a different colour (blue) that is still available as per website.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To whom it may concern:

MassimoDutti.com is writing to confirm that the complaint which was filed by [redacted]; ID [redacted], was based on a misunderstanding which took place between the difference in sizing of a Male and Female footwear item.

[redacted] selected at purchase, item Ref. [redacted] (Suede Moccasin with Tassels), in a Women Size EU 41 (U.S. 10), but assumed he was ordering a Men Size EU 43 (U.S. 10). Also, [redacted] provided the incorrect reference number of the item in question to The Revdex.com while submitting his complaint; ID [redacted]. As per the documents received, the reference number of the item in question is listed as; [redacted], which is incorrect.

[redacted] has since returned the item Ref. [redacted] (Suede Moccasin with Tassels) and was refunded the full purchase amount of USD 48.04.

Regards,

MassimoDutti.com

Customer Service Department