Massimo Dutti Claimed “Heat Damage” to Avoid Repairing My Defective Pants

On August 4, I purchased a pair of pants (code 5046***610) from the Massimo Dutti Buyaka store. I only wore it once. Before washing it the same day, I turned it inside out and noticed that the fabric was torn. I took the pants to the store, and they sent them for inspection. About two weeks later, when I returned to the store, I was told that no action was taken because the product was allegedly “exposed to heat.” However, I had only worn the pants once and did not wash or expose them to heat in any way.

What disappointed me even more was that I waited two weeks without any update or solution, only to have the pants returned to me in the same condition. This experience has seriously damaged my trust in the brand, and I find such an approach completely unworthy of Massimo Dutti.

So far, I have not yet contacted customer service again. I am requesting that the pants be repaired or replaced. It is unacceptable for a newly purchased item to have a tear after a single wear, and the lack of effort to resolve the issue has left me deeply disappointed. I expect a prompt and fair resolution.