Musto Reviews

I ordered 1 item from the musto website. Wasn’t immediate aware that it would ship from the Netherlands. This was on Jul 3rd. Despite the published 3-5 days, nearly 3 weeks later I’m still waiting. The DHL express app shows no information other than ‘shipment information received’, no collection date. Musto customer services have replied to my email suggesting that it’s stuck in UK customs for clearance. Anyone else experiencing similar? I’m inclined to give benefit of doubt but the longer this goes on I’m less sure, especially as Musto have also stated whilst in this state, it’s not possible to refund.

First time I have ordered online from Musto. I made a mistake and ordered wrong item sizes.
I called their helpline to explain the problem, it was dealt with by Paola extremely quickly, the order was cancelled and cancellation email sent.
A refund was issued immediately and back into my account via PayPal within minutes.
I reordered correct sizes which arrived within 2 working days.
Well done Musto & Paola for the excellent customer service.
Many thanks
John Perry

My partner bought a pair of Musto Mens Nautic Speed Deck Trainer Black size 10 from the Force 4 Chandlery in Shamrock Quay just before we were setting off to sail the Solent.
His precise words as we got underway in the windier conditions
"They are so uncomfortable with no inner support and worse still no grip"

What shocked us is that our friend was wearing the same model and said that until he'd worn them down a bit then they seem to get a bit grippier.

He's disappointed to pay £95 for a bit of kit that he needs to modify with insoles but its not good to be moving around deck in footwear that provides slippery footing.
Musto / HH are supposed to be leaders in sailing apparel but its reputation is going downhill with bad quality products.
He's left UK to head back home to Caribbean, but doubt those deck trainers will see much use on his boat or regattas.
He also bought a pair of Mens Evo Performance UV Shorts which cost £100 so I hope they are better quality.

Bought from Musto for years, for practical as well as casual aspects.

Really like the fit and quality of their products.

On the rare occasion I’ve contacted their support, the team have provided excellent customer support.

Highly recommend to others and will continue to buy!

Ordered three items on line. Delivered within a few days. One item was a bit small, so phoned the local distributor. The same item, but slightly bigger was delivered to me by a staff member a couple of days later - fantastic service, and all with a smile.

I’m a fan of Musto quality items (and that’s the only reason why I didn’t give the bare minimum), but apparently they don’t want Italian customers I guess.
I wanted to buy several items I needed for my races, the total was more than €350, but at the checkout I found out that I could pay only through card. I wanted to pay through PayPal since it’s quicker but it’s possible only for the UK. Weird choice, but that’s fine. Well, the transaction was denied and I thought it was bizarre since I always use this card for online purchases. So I try again, transaction denied as fraud. I also tried with another card I use, but the same error occurred.
I kindly asked the customer service what could I do, they suggested to change the billing address (I didn’t asked for the invoice, so what’s the point?), but I tried. Same error. I asked if it could be possible for them to add my order manually and I would have been glad to pay in advance through PayPal or through bank transfer, even if i had to pay an extra cost for it eventually. Any company could do it, but they couldn’t help me with that.
So they suggested to wait a week, try again, and they could have helped with this error. I did it, but nothing changed. And they couldn’t help it either. So I felt like I was being teased by the customer service (and I work as a customer service for an online shop, our help is totally different). I said I wouldn’t want to buy the items I needed elsewhere and I insisted with wanting their help. (Begging for being helped by a customer care service is already pathetic, but still this happened.) Part of their answer was “Alternatively, please feel free to shop with a different retailer.”
Well that’s for sure, you’ve lost one loyal customer.

Visited the York outlet store this evening and purchased a couple of small items. A young lady by the name of Georgia served us. Very polite and chirpy. Helped with a couple of questions even though she was very busy tidying up etc at the end of the day. A credit to any retailer.

I purchased a jacket well over a week ago online in the UK, I’ve been given a tracking number for DHL and it is showing that my parcel is in Eindhoven, it’s been showing that for days with no movement, what is going on?

When I bought my coat Was told that musto evolution survival expedition coat came with lifetime / fair usage Guarantee so when buying a coat valued at over £1200 I thought that’s good reassurance as the coat would only be used for between 3-6 days a year when I visit Finland in jan/feb ( so pretty cold ) the rest of the year would be hung up in wardrobe till next trip
I’ve only used the coat for total of 18 days max so when a few faults Surfaced like the recco strips no longer in there fixed place (now both collected in the bottom of the right arm) and the 2 layer goretex material bubbleing on pockets and zip flaps I decided to get in touch regarding the warranty
I have now been informed that since helly Hansen bought musto there’s only a 2yr warranty
if this was the case when making my purchase there is no way I would have bought a coat at this price for the use it would get over 2 years before being out of warranty ( short trips to Finland once a year and not always that the coat was in cover hung in wardrobe for 2yrs thanks to covid )
the new helly hansen customer service and my adviser (Emily) doesn’t / don’t care and just hide behind there new policy
So for a coat valued at over £1200 used for 18 days max and apart from the defects still looks like new (which it should for the price and use) to receive this message is shocking

Good afternoon,

Thank you for your email.

We off a 2 year warranty on our products which covers manufacturing defects. Unfortunately, we are unable to cover your jacket under our warranty on this occasion. I am so sorry for the inconvenience.

Thank you for your patience and have a good day.

Best regards,
Emily
Helly Hansen Customer Care Team

I would suggest people should seriously think twice before purchasing musto / helly hansen products as the quality and reliability has gone from what was musto and for the price they are demanding seriously no longer worth it you will get a poor imitation of what musto used to be like on both the item and customer service
I for one one will not be buying any more over priced and under performing products from musto / helly Hansen

It’s a real shame musto has gone this way as they were my go to brand for quality outdoor clothing and products but now helly Hansen has taken over the quality and reputation has gone the royal warrant holders logo should be removed as musto always prided them selves on having it but in all honesty The quality and performance of there products now don’t deserve it
To some it up musto of old before helly Hansen was 5 stars on product quality and customer service now it’s a shadow of the former company on all accounts

RIP

This is a perfect dealer.

Fast reply for purchase, fast delivery and right items.

Thx.

Really helpful team. I had 2 reasons to contact them, as I needed to find a full kit of Br2 offshore jacket and trousers. They sent me fitting guides, also support on where to get the kit from as they had no stock. Wish I had bought from them, as I needed to return the kit back to one of their stockists, but due to the cost of the kit, I needed to insure it, which cost more than the postage itself. Anyway, looks good and will be given it on Christmas day from my kids. Cant wait to get back out on the water with them. Thanks Musto, keep up the good work.

Top end sailing trousers bought 2 pairs both within the year the zips have broken I know it didn't cost to much to get them redone but the local sawing shop but poor quality for what is ment to be top end expensive kit

Musto or should I say Helly Henson probably won't read these reviews.

The quality of clothing and customer service since HH bought Musto has significantly worsened.

I ordered several items on Black Friday from different uk medium sized online shops, some arrived next day the rest within 3 days. However as Musto no longer have a UK distribution centre so all stock is source in EU so will take at least a week to get to UK.

I hope Musto lose their royal standard but maybe HH won't even notice.

Unfortunately Musto has gone seriously down hill since being taken over by Helly Hanson. I’ve been buying Musto gear for around 20 years - it used to be the best. Customer service was excellent - and their repair service was first class. Now it seems the whole business is operated outside of the U.K. Quality has disappeared - I bought a jumper which fell apart after a handful of wears, a pair of deck shoes one of which split after a few weeks. Customer service is very slow to respond and very limited in terms of resolution compared to the Musto of days gone by. The final nail in the coffin for me and Musto was a recent purchase which I had to return. Nearly a month after the order was received back at Musto and still no refund. After chasing I’ve been told I’ll receive it in 5 days. So sad to see a trusted British brand go so dramatically down hill after foreign takeover.

I had a really excellent experience shopping on musto.com recently. I ordered a BR1 inshore sailing jacket, trousers, a T-shirt and a beanie hat, all of which have been thoroughly tested on a recent week-long sailing trip. I had no issues with any of the items; they kept me dry and comfortable and generally held up well. The sizing is true to size; as the items are quite roomy, there was no need to size up to accommodate the base layers (the straps on the trousers do run a little short, however). The customer service was excellent: the items were shipped and received very quickly (their EU dispatch center is in the Netherlands, so no import fees) via an express delivery service, the customer service agent answered all of my e-emails promptly. I was very happy as they agreed to waive the return fee I'd normally be forced to pay, as for some reason Croatia doesn't have a free returns option even though we've been an EU member since 2013. Since local retailers seem to have a poor selection of color/size options for Musto sailing gear, I'll definitely recommend shopping on Musto.com to my sailing friends instead.