I’ve always appreciated the high standard of customer service in Dubai, but my recent experience at a Massimo Dutti store, followed by their online customer service, was genuinely disappointing and unprofessional.
I stopped by a store simply to ask for a replacement button for a coat I purchased from them two years ago. I admitted upfront that I had lost the original spare button (my mistake), and I didn't mind sewing it on myself. I just wanted to see if a replacement button was available.
The initial interaction was fine. However, about 5 to 10 minutes later, the store contacted me and asked me to return to collect the coat. When I arrived, they informed me that they could not handle the request because the coat was deemed "dirty."
For a premium brand, having a store clerk label a customer's garment as "dirty" was quite surprising and borderline unacceptable to me. I always get coat professionally cleaned at the end of every season strictly according to the care instructions and I invest significantly in its upkeep. Furthermore, I never asked them to send it to their tailoring service for cleaning. I was solely looking for a button. If the collection was too old and parts were no longer available, a simple "we no longer carry materials for this collection" would have sufficed, not "your coat is too dirty"
Following this, I contacted their online customer service to share feedback, but the response I received lacked basic professionalism and courtesy, mirroring the dismissive attitude at the store. Surely untrained by the standards of Massimo Dutti. After a brief exchange of messages (based on this screenshot I have attached), they stopped responding entirely and ignored any further inquiries.
On a personal note, this experience is particularly disappointing because I genuinely love their clothing and the quality they offer, especially relative to this price range in Dubai. And not to mention, I am never disappointed by any kind of customer service here in Dubai. However, given the lack of proper customer service training and accountability, I unfortunately cannot recommend shopping at Massimo Dutti moving forward, even though their clothes are beautiful.