Trust Score 67/100 · 7 sources · 112,607 reviews · updated 16 Oct 2026
Massimo Dutti reviews
In short
Is Massimo Dutti legit?
Massimo Dutti scores very differently depending on where shoppers review it. Trustpilot shows 1.3 out of 5 from 3,246 reviews, with 83% rated 1 star, and Reviews.io shows 1.47 from 106 reviews. The App Store shows 4.75 from 75,684 ratings, Google Play 4.02 from 31,265 and Google Maps store listings 4.1 from 2,293. BBB gives a D- grade with 13 complaints in 3 years. Praise centres on clothing quality and store staff. Complaints centre on lost parcels, refunds and hard-to-reach support.
Trust Score 67/100 from 112,607 public reviews across 7 sources, updated 16 Oct 2026. How we score
- Rating sources
- 7
- Ratings counted
- 112,607
As of 16 Oct 2026 · How we score
AI summary
Massimo Dutti scores very differently depending on where shoppers review it. Trustpilot shows 1.3 out of 5 from 3,246 reviews, with 83% rated 1 star, and Reviews.io shows 1.47 from 106 reviews. The App Store shows 4.75 from 75,684 ratings, Google Play 4.02 from 31,265 and Google Maps store listings 4.1 from 2,293. BBB gives a D- grade with 13 complaints in 3 years. Praise centres on clothing quality and store staff. Complaints centre on lost parcels, refunds and hard-to-reach support.
- Clothing quality and design are praised in app and store reviews. App Store and Google Play reviewers call the clothes good quality for the price, and older Reviews.io and Sitejabber reviewers say the bags and menswear last well. App Store
- Store staff get strong marks. Google Maps reviews (4.1 from 2,293, of which only 5 were read) and several Trustpilot reviews describe attentive, friendly sales assistants who fetch sizes from stock. Google
- Some shoppers report fast, trouble-free delivery. Examples include a wash bag delivered within days and late-night orders arriving the next day. A free online return refunded within days is also reported. Trustpilot
- The app is rated highly overall. Many App Store and Google Play reviewers call it easy, intuitive and practical. Google Play has 69% 5-star ratings. App Store
- Parcels reported as delivered that never arrived, or orders that are weeks late. Reviewers say they are told to resolve it with the carrier, or are told the order does not exist. Trustpilot
- Support is hard to reach. Reviewers describe AI bots, WhatsApp chats that close if they reply slowly, repeated requests for the same photos and no follow up. Trustpilot
- Refunds and returns go wrong. Reviewers report weeks of waiting for refunds, partial refunds, return labels that cannot be generated and returns not acknowledged. Trustpilot
- App problems, especially after a recent update. Reviewers report crashes, wrong products opening, a broken drop off point locator and login or payment errors. Google Play
- Some say quality has declined and prices are too high. Examples include fabric that wrinkles, tears or shrinks and items compared to Zara or H&M. Trustpilot
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 1.3 / 5 | 3,246 | 16 Oct 2026 |
| App Store | 4.8 / 5 | 75,684 | 16 Oct 2026 |
| Google Play | 4.0 / 5 | 31,265 | 16 Oct 2026 |
| 4.1 / 5 | 2,293 | 16 Oct 2026 | |
| Sitejabber | 2.9 / 5 | 11 | 16 Oct 2026 |
| Reviews.io | 1.5 / 5 | 106 | 16 Oct 2026 |
| BBB | 1.0 / 5 | 2 | 16 Oct 2026 |
Delivery, returns
and support
How is Massimo Dutti delivery?
Delivery reports are split. Some reviewers say orders arrive in a few days or the next day. Many others report parcels marked delivered but never received, or orders weeks late. Trustpilot and Reviews.io have the most such reports, and BBB has similar cases involving North American orders. Shipping time is not stated consistently in the data.
How do Massimo Dutti returns work?
Returns work smoothly for some, with free online returns and refunds within days. Many others report problems. These include no return label or drop off point available online, refunds delayed for six weeks or more, partial refunds on multi-item boxes, and returns refused because an item looked worn. Google Play reviewers also say the app cannot arrange a return.
How is Massimo Dutti customer support?
Support is the most common complaint on Trustpilot and Reviews.io. Reviewers describe AI-only replies, WhatsApp chats that end quickly, no phone option and emails that go unanswered. A few Trustpilot reviewers did praise a helpful agent, and store staff are rated better than online support.
How is Massimo Dutti quality?
Opinions on quality are mixed. App Store, Google Play and older Reviews.io reviewers praise the fabrics and design. Others report fast fading quality, trousers that ripped, shrinking, deep wrinkles and cracked soles. One Trustpilot reviewer compares quality to fast fashion at a higher price.
What customers say
about Massimo Dutti
I purchased a pair of leather loafers, but they were too narrow for me. I organised a free return online and received a full refund a few days later.
I recently spent £300 on clothing from Massimo Dutti but the parcel never arrived.
You can't make a return online because the geolocator for the drop off points doesn't work. When you open sometimes it crashes.
Ropa de muy buena calidad con exquisito gusto
All the employees were very attentive and friendly, which made shopping easy and enjoyable.
The quality of the items is actually not good. I would compare it to typical fast fashion stores like Zara or H&M. Therefore the price is too high in my opinion.
Questions about
Massimo Dutti
Is Massimo Dutti legit?
Yes, it is an established fashion brand with physical stores and a large app user base. Online shop reviews are poor, though. Trustpilot shows 1.3 out of 5 from 3,246 reviews and BBB gives a D- grade with 13 complaints in 3 years. The App Store rating is 4.75 from 75,684 ratings.
How long does Massimo Dutti delivery take?
The data gives no fixed delivery time. Some reviewers report delivery within a few days or the next day. Others report orders weeks late or marked delivered without arriving, mostly on Trustpilot and Reviews.io.
Can I return Massimo Dutti clothes?
Returns are possible, and some reviewers report free online returns refunded within days. Others report broken return label tools, missing drop off points, refunds delayed for weeks and in-store returns refused when an item looked worn. Keeping the proof of return is a common recommendation in reviews.
Does Massimo Dutti reply to bad reviews?
It depends on the platform. The brand replies to 96.1% of Google Play reviews and 100% of the Google Maps reviews read. It replies to 36.4% of BBB complaints and to none on Trustpilot, Reviews.io or Sitejabber. Replies are polite and templated.
Is Massimo Dutti worth the price?
Opinions are mixed. Many app reviewers rate quality and price highly, and some praise durable bags and tailoring. Others say quality has dropped, or compare it to Zara or H&M at a higher price. Problems after purchase, such as lost parcels and slow refunds, weigh on value for some.
Ask the agent
about Massimo Dutti
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- 5295
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Brand replied to 0% of reviews
As of 16 Oct 2026
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Brand replied to 96% of reviews
As of 16 Oct 2026
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Brand replied to 100% of reviews
Google Maps listing: Massimo Dutti
Rating data from Google · As of 16 Oct 2026
Brand replied to 36% of reviews
BBB grade D-, 13 complaints in 3 years
As of 16 Oct 2026
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