Many reviewers highlight helpful, well-informed store staff and country-team support. Several shoppers mention slow or missing deliveries and warranty or return cases that were not resolved. Multiple people report clothing issues such as shrinkage, seam failures, and uneven sizing. A few also call out solid technical items and fast refunds.
Examples from available reviews (Sep 2015 – Feb 2026).
Cowes store staff assisted remotely and provided excellent customer service.
“their staff went above and beyond to help me out”
Delivery was very slow and customer service unhelpful.
“Really slow delivery.”
Longtime customer found Musto T-shirt quality now appalling.
“The quality of the t shirts is now appalling.”
Product differed from website images and support refused free return.
“The polo I received was missing the Musto logos on the front and back”
Many five-star reviews describe proactive staff, successful replacements, and quick refunds. In contrast, one-star reviews describe late parcels, items removed from orders, and refusals to repair products or accept warranty claims. Overall, strong service sits alongside repeated breakdowns.
Some customers received full refunds, vouchers, or discounts after product problems. Several reviewers say items wore out quickly, which lowered value and led to returns. In several cases, vouchers or partial credit were offered as an alternative fix.
Delivery issues come up often, including long waits, missed drop-offs, and deliveries marked incorrectly. A small number of reviews mention website instability and checkout crashes that stopped purchases. Some also say orders were changed without a clear explanation, which disrupted the buying process.
Multiple reviews point to repeat clothing faults: shrinkage after washing, seam failures, fleece breaking down, fabric picking up lots of lint, and sizing that varies between identical items. Some reviewers still praise the quality of jackets and boots. A few mention boot soles hardening and early wear of materials.
Shoppers often praise in-store advice and product knowledge that helped them choose the right kit. Several complaints focus on weak after-sales communication, including missing QR return codes, no apology, and refusal to approve free returns. Explanations for order changes or defects were often described as inadequate.
Experiences split between quick, smooth resolutions and product or delivery problems that remain unresolved. Fast exchanges and effective replacements appear alongside reports of manufacturing defects and warranty support being denied. Outcomes seem to vary depending on the issue and the channel used.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (22) · Reviews (8) · Reviews (1) · Quotes shortened · As of: February 2026
Cowes store staff assisted remotely and provided excellent customer service.
“their staff went above and beyond to help me out”
Australian Musto provided easy returns and excellent personalised service.
“Incredible customer service from Musto in Australia.”
Musto proactively managed a shipping delay and provided impressive service.
“Amazing customer service.”
Ordered multiple items; delivery and product quality met expectations.
“High Quality Clothing”
Longtime customer found Musto T-shirt quality now appalling.
“The quality of the t shirts is now appalling.”
Fast delivery and helpful staff resulted in a satisfied repeat purchase.
“Ordered and delivered 4 working days”
Delivery was very slow and customer service unhelpful.
“Really slow delivery.”
Boots performed well but the soles hardened; Musto offered a 30% discount.
“The sole became very hard and is sliding on the deck.”
Recent fleeces degraded quickly and felt like poor quality.
“the last flecees I've spent money on are complete garbage.”
Website frequently crashes and prevents shopping flow.
“It crashes 80% of the times one tries to shop.”
Customer hasn't received a QR return code despite multiple emails.
“Currently waiting on a QR code to return items”
Product differed from website images and support refused free return.
“The polo I received was missing the Musto logos on the front and back”
DHL delivery marked 'nobody at home' despite driver being nearby.
“marks the item as 'nobody at home' and then drives off to save themselves 20 seconds.”
Seam failed under two years and Musto refused warranty or explanation.
“Apparently, $170 pair of Musto shorts is not designed to last two years.”
Musto replaced a dye-stained cap under warranty with no return needed.
“Customer Care kindly sent me a new replacement as it was still under their 2 year warranty.”
Fast international delivery and correct order, though website sometimes unstable.
“Two days from Musto shelves in the Netherlands to my shelves in Northern Israel.”
Customer service promptly processed a refund without hassle.
“No quibble money returned”
Product polymer delaminated but Musto issued full-value voucher.
“They will give me a voucher for what I paid for the jacket.”
Defective jacket received; Musto offered refund only after return and no apology.
“NO APOLOGY AND NO EXCHANGE”
Exceptional customer service and consistently high jacket quality.
“I have never experienced customer service quite like this before.”
Order delayed and mysteriously altered; customer care provided poor explanations.
“two items had been removed from my order.”
Items were low quality with inconsistent sizing between identical garments.
“Random sizes- one t-shirt M is good, another color , same model, same size is super small.”
Jacket attracts fluff excessively, needing constant lint-roller use.
“The whole body section is a complete magnet for fluff.”
Items not received after almost a month despite urgent need.
“I haven’t received the clothes I bought almost a month!”
Item shrank after washing and felt like cheap rubbish.
“cheap rubbish that shrinks when washed”
Repeated shorts failed quickly and customer service refused manufacturer responsibility.
“Probably some of the worst customer service Ive encountered”
Hi! I just wanted to say how annoyed I am with the company Musto. I purchased Women's Lula skinny trousers from the store recently and have been a customer within the last few years, but have had one too many problems with the quality of the trousers I’ve purchased. These problems include: - faded material that doesn't match what is highlighted on the site, the trousers materials falling apart after only a few months of use and wearing out much more quickly than any other trousers I own. Your quality is degrading day by day and I don't like it. Anyone planning to purchase here will think twice or cry foul like me.
Cap order still not delivered after 31 days despite emails and payment.
“08/06/21 (31 days later) and still waiting.”
Staff provided detailed product knowledge and helped choose correct sailing kit.
“They really know each product they sell in depth”
Service was great with prompt delivery and straightforward exchanges.
“Great service, prompt delivery, easy exchanges.”
Store would not repair corroded zips and provided poor after-sales service.
“they do not repair zips.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Musto is a British clothing brand focused on sailing and performance outdoor wear. It makes technical jackets, waterproofs, trousers, fleeces, and sailing boots. Musto sells through physical stores and an international online shop. Product pages usually include fabric tech details, care guidance, and sizing notes. The brand also offers customer service and warranty routes for repairs and returns.