Massimo Dutti Delivered Incomplete Order but Denied Claim
On February 16, 2026, I received my order (No. 30144218099) from the Massimo Dutti website. My order included four pairs of pants and one jacket. The jacket and three pairs of pants were delivered; however, the double-pleated linen pants were missing from the box. I noticed the missing item the same day when I opened the package.
I paid a total of approximately $498 USD for the order, and the missing double-pleated linen pants were priced at approximately $85 USD. I contacted customer service twice about this issue. Each time, I was told that the products were delivered in full and that there was nothing they could do, other than say they were sorry.
I have been left at a loss because not only was an item missing from my shipment, but the records are being presented as if the delivery was complete. I am requesting a refund of approximately $85 USD for the missing double-pleated linen pants that were not included in my package.
I returned the three trousers they sent and included a written explanation inside the package. This was my third attempt to resolve my grievance. The return of the three trousers was processed. However, there has been no response regarding the trousers they charged me for but never sent. My grievance still continues. Massimo Dutti is making unjust profit at the expense of its customers in Turkey.
