Massimo Dutti Employee Treated Me Disrespectfully During a Return

On July 31, 2026, at approximately 1:00 PM, I visited the Massimo Dutti store at Antalya TerraCity Shopping Mall to return several items, including pants, a sweater, and a dress. While my return was being processed at the register, I experienced behavior from a male employee that I found extremely disrespectful and unacceptable. The employee, whom I do not know by name but who was a short, slim, blond man working in the men's department, left me feeling humiliated and deeply disappointed.

While my transaction was still in progress, the employee began having an extended conversation with another customer away from the register. Since I had been waiting for my transaction to continue, I politely reminded him that I was still waiting. Instead of responding professionally, he raised his voice and repeatedly demanded, "Did you open the app? The QR code?" He then leaned toward my phone and said, "Where is it?" in a rude, intimidating, and demeaning manner. When I pointed out that he had not even greeted me or welcomed me as a customer, his disrespectful attitude continued.

Feeling uncomfortable with the situation, I asked another employee, T**, whom I recognized as someone who had worked at the store for a long time, to take over my transaction. Unfortunately, this experience also gave me the impression that, aside from a few employees, the overall level of professionalism and respect toward customers in the store was lacking.

I do not believe this type of treatment reflects the standards expected from a premium brand like Massimo Dutti. I request that this incident be reported to the management responsible for the Antalya TerraCity store, that the conduct of the employee involved be formally investigated, and that appropriate disciplinary action be taken if warranted. I also request a written response regarding the outcome of the investigation.

Finally, I urge Massimo Dutti to ensure that its store employees consistently treat customers with courtesy, patience, and professionalism so that no other customer has to experience the same disrespectful treatment.