MUSTO Reviews 

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.

Not impressed, stitching came apart on an offshore jacket costing over £400. Sent pics to Musto, they aren't interested, just offer a pathetic discount voucher for their online store. As if i would ever buy one again...!

I have been buying Musto Favourite T shirt for getting on 20 years now. I bought a few recently and jeez how bad are they now. A £25 T shirt should look and feel like a £25 T shirt. Compared to the older T shirts I have from Musto the quality difference is like night and day and these T shirts are under two years old. The material is see through and cheap. I feel like I have been ripped off.
I will never again buy them.

Appealing, ordered several items 16th September and still waiting for delivery.Contacted customer services three times who say they will investigate, never happens just send me another ‘case number’! I have asked for a refund or a replacement shipment and still waiting!

Terrible logistics. Took my order. Told me the next day that they had shipped 1 out of 2 items. The 1 shipped took 8 days to arrive (after the event that I needed the jacket for). The first that I knew about the 1 not shipped was a PayPal refund. Come on Musto, there is no excuse in this day and age.

Musto LPX when purchase had lifetime warranty sent away as a warranty claim used for two seasons leaked from and backside patch broke away! Musto warranty policy has changed since being taken over by Helly Hansen BEWARE repairs warranty is done by Scottish mountainwear they claim the it outside warranty and offer to dispose or I can pay for the returned of my LPX and as gesture of goodwill offered me discount of 30% on a future purchase , why on earth expect me to by more kit if that is the level of warranty you are going to give me, it’s a joke !
Under the ownership customer service and warranty is shockingly poor the Brand was known for its quality and warranty which clearly the new owner don’t stand behind for product purchased prior to the new warranty scheme of 1 year BR and Two years for LPX and up

Order arrived for a coat (UK) within a couple of days, no delays and great deal on sale item.

Ordered a pair of flip flops. Arrived quickly and exactly as ordered. I have had these same flip flops before - fabulous, comfortable and to size.
Thank you Muato

I wish I had read about Musto on Trustpilot before placing my order. No exaggeration. I had the worst online shopping experience. I placed the order 10 days prior the day I needed the wetsuits for my sailing course. Thinking 4-5 days delivery on their website should give me plenty of times. A week later I received the confirmation email saying my order has just dispatched. The next day I received the email from DHL requesting £72.24 on duty fee. I was astonished by this as I wasn't made aware of this cost but I need it in the next couple of days. I then reluctantly made the payment. A week later I received the email from DHL saying my payment was cleared and it will be delivered in the next few days. By this point, those wetsuits were no longer needed as my sailing course was completed. Musto finally responded to my email about the duty fee and said it was DHL's error and I shouldn't pay the fee. If they had respond to my urgent email within 24 hours as stated on their website then I would hold the payment. Few days later DHL delivered the parcel which of course I rejected it as it's no longer needed. The whole experience was a complete joke. I'm now short by £72.24 from my own pocket. Thanks to Musto. Not to mention the burden and ordeal trying to retrieve the fee I paid from DHL which I still haven't heard back so far. Musto's apology email offering 30% discount for my next order as a gesture. In honesty? you can fool me once. not twice.

So I ordered myself a cap then I received an email stating there is a delay with my order, at first I was disappointed ☹️ anyhow my cap arrived and I’ve got to say I’m over the moon with it.
I’ve also received a refund of half my payment so all in all I’m happy with the end result and my cap is beautifully made.
And I appreciate although I waited a few weeks I would order again from Musto as their products are very good 😊

Order placed weeks ago but only due to arrive next week. No notifications of delays, very difficult to get hold of and then told just 'experiencing some delays' - understatement judging by the reports here.
Was told that goods would be half price, due to the delay, but charged the full amount.
We all appreciate there are delays in global supply at present but your customer service is appalling.

Bunch of rogues - don’t use!
We placed an order based on “4-6 day delivery” claim on their website.

Weeks elapsed- no response from customer service, raised a PayPal claim & they couldn’t get hold of them either.

Eventually shipping notification but it hadn’t actually been handed to carrier !

Finally it’s here but..
A once good brand gone to ruin.