I wrote several times about my issue to Massimo Dutti Customer Service but nobody has responded to me to this day. I ordered online a coat or a jacket (or very thick cardigan, I am not sure how to call it) with home delivery. When I received the item something was wrong - the stripes on the model that was shown in the online shop were vertical on the arms: https://www.massimodutti.com/gb/sale/jackets-%26-blazers/jacket-c1823592p8105010.html?colorId=600&categoryId=1823592 /Ref. 6011/772 Whereas the stripes from the coat that I received started to be horizontal somewhere below the shoulder. It creates a weird angle where the two parts of cloth were connected and it stays very unflattering on you. I wrote them that the item I received was faulty and asked to be sent another one that isn't (I really liked it and if there wasn't this problem I would have kept it) or if they don't have one to be reimburst for the delivery as well when I return it, since I did not receive what I had ordered. It is a common policy among many renomated shops and for me it is a matter of principle. Even if they say we don't care about your problem it is ok as long as they reply something explaining their point of view, but ignoring all my messages is just disrespectful to the customers. I wrote I think 3 times the first one was 10 days ago. Anyway since I did not receive an answer I just returned the item, but I can't express how dissappointed I was, I really like this brand and have been supporting it ever since I learned about MD existance, but nobody likes to be mocked at and I started looking for other places to buy clothes from, I am sure there are plenty to choose from. Also when I received the return confirmation in the email was written a collection date for pick up. The courier never came that date. I even called the customer service which was in another country to ask if the delivery is for this day, since I waited a lot already and they assured me that the courier will come. I waited all day and nobody came, I was so frustrated because I wasted all day, I couldn't go out for a walk or to the store and it was one of the very few beautiful days this summer - you know the weather in Europe this year is crazy. After I wrote them I didn't receive at least a single 'sorry for wasting all your day' (from 8am to 7pm) just an automatic message with another date for delivery... I was glad this time the courier showed up. My order number was [protected] from 06/07/2018 MD BG.