Massimo Dutti Order Has Been Missing for Days With No Tracking Number

On July 12, 2026, I placed Order No. 30117551512 through the Massimo Dutti online store. On July 13, 2026, I received an email stating that my order had been shipped. However, I was never provided with a tracking number. My delivery address was Atakum, Samsun, and I paid the full order amount of approximately $35 using my Massimo Dutti gift card balance.

When I contacted customer service, I was told that my package had been shipped from Istanbul and that, due to a technical issue, a tracking number could not be generated. I was also assured that the order would be delivered shortly by the carrier Kolay Gelsin. Trusting this explanation, I waited several more days. As of July 25, 2026, it had been 12 days since I was told the order had shipped, yet I had still neither received the package nor been given any information about its location.

During this time, I repeatedly contacted customer service by phone, sent messages through the WhatsApp support channel, and submitted requests through the online support system. Every time, I was told that a case had been opened and that someone would contact me. Despite these promises, I never received a follow-up or any meaningful assistance, and I have been unable to reach anyone capable of resolving the issue.

I repeatedly informed the company that if the order could not be delivered, I wanted a refund. During my most recent conversation, a customer service representative told me that if the problem was not resolved by Saturday, my refund would be processed no later than Monday. Unfortunately, none of the previous promises made by the company have been kept, so I have little confidence that this commitment will be honored. At this point, I have neither received my order nor been refunded the $35 I paid, which is completely unacceptable.

I request that Massimo Dutti immediately provide a clear written update regarding the status of my order. If the package cannot be delivered, I expect my payment to be refunded without any further delay. If this matter is not resolved promptly, I intend to pursue my legal rights through the appropriate consumer protection authorities, including the Consumer Arbitration Committee.