Massimo Dutti Shipped Damaged Dress Repeatedly and Ignored My Complaint
On September 18 and September 22, 2025, I placed two separate online orders from Massimo Dutti’s website for the “Ruffled Dress With Contrast Trim” (Order Nos: 30131800387 and 30132046433). In the first order, the dress arrived with a torn zipper, and in the second, the dress had multiple stains. I returned both items and placed a new order. However, the replacement dress also arrived damaged, with a tear in the same area.
The packaging was intact, but the condition of the dresses was unacceptable — as if they had been shipped straight from a store without any quality control. Each time I contacted customer service, the only response I received was, “You can return it.” The fact that this issue kept happening repeatedly and that the only offered solution was to return the product left me very disappointed.
Since I urgently needed to wear the dress, I had no choice but to sew the torn section myself. Otherwise, I would not have kept it at all. This situation caused even greater frustration and inconvenience.
I paid a total of ₺16,150 by credit card, yet I was never informed in advance about the product warranty or return policy. I do not want to keep ordering and returning the same defective product over and over again. I expect a formal apology and proper compensation for this repeated issue and the inconvenience it caused.
