MyTheresa.com
reviews and complaints

I am so disappointed with mytheresa's customer service! After many years of buying items on the website and never having a problem this march my husband bought me a pair of golden goose which I loved - I already own a couple of pairs of golden goose and never had a problem. As my birthday was during the lockdown it took me until lockdown was over to finally wear my trainers. Sadly to my disappointment and surprise the shoe gave me the biggest blister after only 10 mins of wearing, making me taking them off to get back to my house otherwise I couldn't keep walking. You don't expect for that to happen when you pay over 500 francs on trainers... Therefore my husband emailed the company to request an exchange (not money back) since I can't keep them and the company is simply ghosting him and taking literally months to sort this out! My husband has not had a reply for weeks after 3 emails chasing for an answer. This is so rude and unacceptable!

I have received 2 damaged shoes from my Theresa and since then for almost 4 months I have been following up on the refund. 94 email correspondence and NOTHING YET. Not even acknowledging my emails. They insist on sending the item back on my expense, which is not logical given it's damaged and is not worth the 50 dollars for courier for it to be sent back as it's damaged and cannot be reused or sold! Mytherssa are refusing to handle the courier charges! 3 months and this hasn't been resolved yet!
Seems like I need to get to court on this

I purchased my YSL shades from them July 2018 and submitted a replacement or repair for my shades in september same year.
because there was discoloration without even using the product.

They accepted it and had it ewpaired i think.

But still there was the same problem returned it to them with invoice number IN11287105.

Returned it february of 2019
Informed me that it will take 3 weeks but until now no updates regarding the matter.

I am filing formally a complaint against them. I am in the Philippines but i really am so mad about this please help

worst and terrible return experience ever !

refuse to return my refund via paypal.
I just need a refund via paypal but they completely ignored my emails
keep sending me a credit note whic I don't need

I've also raised a case with paypal hopefully I can get my money back

Contacted my bank told me to wait if still no refund they will do a chargeback for me

I have ordered a Givenchy medium and I sent an email after 5 days of purchase as I have not received any tracking ID since the day of purchase.
However I received an email which they need my 6 digits bank security code for their payment verification as I have used a credit card to purchase on their website which I am never use it on their website before.

After provide the 6 digits security code ( which will invalid during the purchase so I think it's ok to reveal for them as they told me if I do not provide for verification and it won't goes to shipment. ), but then I call to my bank to clarify whether it is secured to provide a ‘invalid' code which the code only valid during the payment which will received like an OTP through message.

Later then I sent an email in regards of my question to Mytheresa hope that they could help on the doubts which it is secured under data protection ( which is simple question and not sarcastic kind)

However then in the late evening on the same day after the second email that I replied to them, I have received an email which said that my order has been cancelled by them but due to verification has failed.

I called up the customer care and brought up my doubt which how does the verification could failed which the code is provided by the bank ?
So she replied I can always call up the bank and ask because they have already cancelled my order and she can see I have sent email to ask about the code.

It is kind disappointed which I have patiently waited for at least the 6 day from the purchase.

In conclusion, I asked whether is it my fault to reveal the code and is my bank's fault to provide a valid code but caused their verification failed so that I could not purchase.

Anyway, although it is a bad experience which my order had been cancelled but it is not due to out of stock. It is because they could not answer the question and they don't want it too.

I have not encountered which I am always purchase everything through online. If I could have purchase from online I would not wanted to go for shopping trip.

But sad to say so, in a logic sense, I am disappointed with the reason from there. I am also regret which i did recommended my surrounding people may go through mytheresa to purchase their goods.

Hence, Thanks for having me to have this experience with mytheresa. I would not purchase since they are having worldwide customers which love to buy from them and I can understand they do not need a buyer like me which could brought question to them.

I just want to laugh at whatever had happened, which it is my first time experience to encounter this.

Thanks guys for letting me have a review here. Just share with my experience.

My experience has been terrible so far. Terrible. They've had me waiting for my shirt a month. Then I received wrong order and I had to wait another month. The most insulting thing is that they made me pay for my custom fees two times! Unacceptable! Worst online shop I had to work with so far. Avoid mytheresa at any cost. Don't buy from them ever.

This is the complaint I sent to mytheresa following receiving damaged goods.

They used to be great but now I will be sticking with ShopBop and Browns who actually understand customer service and value customers time enough to apologise and realise that getting goods back to DHL when you work is time consuming and annoying.

If I'd ordered the wrong size etc I would accept it but being offered a 5% discount (about $17AUD) after two phone calls and three emails to get a response for goods that are damaged and need to be returned due to poor wrapping by their staff is insulting. I hope it costs them more for the return postage. They will probably relist and do the same to the next customer. Definitely unimpressed. Advise not to shop there.

Melissa

Hi

I just rang your 1800 line as your website is crashing with the Sale

I love the boots I received today invoice number : AU000XXXX but they were damaged in transit. Photos of the damage to the velvet due to poor packaging are attached

Normally you wrap very carefully so no rubbing occurs and the shoe box contained in the shipping box has tissue around to stop the shoes being banged around. This did not occur this time and as I love the velvet shoes and no exchange is available I'm devastated.

Can someone helpful please contact me to see what else can be done for me? Your phone line outsourced team member was dismissive and told me I
could send them back. Of course I can, I know that. No apology or empathy was shown and no offer of assistance given

Can someone not from an outsource company please respond. You used to be great to deal with

Thank you

This is the hopeless response I received:

----- Please write your response above -----
mytheresa Shop
_english_

#43974: AU00066725

Dear Madam,

Thank you for your patience.

Great news, we have received an update from our team regarding a workaround for your purchased item. May we kindly inform you that since there is no more stock available for the boots, may offer a 5% discount? We hope this offer is helpful enough to keep the lovely boots you have ordered.

We will be awaiting for a reply. Thank you very much again for your patience and understanding.

Best wishes.

Kind regards,

Youn Jin Lee
Customer Care & Fashion Advisor

I ordered a blouse and a skirt from them for an upcoming event in my school. MyTheresa emailed me some information about my order and I also received a confirmation from them. Plus they indicated that the item was shipped.
However, 2 weeks later I learned they haven't shipped anything at all explaining that the item was unavailable. All of a sudden. They never notified me of it, I even checked my email one more time. And when I asked for a refund, they refused and said I had to wait. I consider it a spam then. Absolutely not fair...

Hi, I ordered some Balenciagas from your website, as always the delivery was speedy and they were wrapped and presented so beautifully in the box.

When I unwrapped the shoes and took them out I've noticed quite a few black dots over both shoes one on the laces (dirt marks) they are only small but with trainers being so white is very obvious to me. This normally wouldn't bother me but with the shoes costing so much I don't think it's a acceptable to find all these "black dots/marks" all over the trainers.

I don't really want to send the shoes back for another pair as I've waited long enough for them as it is.

Please get back to at your earliest continence for how this can be resolved?

Thanks Katie hempenstall

Worst customer service ever! April 12th, I ordered a pair of shoes and a wallet for 1120 euros and the parcel arrived with a bunch of white paper in the parcel instead of my items! The parcel has been opened obviously, they ran an "investigation" during the past 2 weeks but Mytheresa and DHL do not want to take any responsibility in this case! I have been stolen 1120 euros! Incredible! Never ever buy again or trust this website!

I decided to post this because I want to tell and warn others about MyTheresa. I've purchased a pair of shoes from them and they did not fit - size was incorrect. MyTheresa rep said that there is a possibility to get a refund but first I have to send the shoes back. I paid for the return shipping and some extra for tracking. I gave all that information to MyTheresa including the tracking number.
Two weeks later I saw that package was delivered to MyTheresa office. But there was something strange because no one contacted me about my refund so I called and asked what was going on. They said that they did not receive anything! And they keep telling that right until this day! I can't get my money back because these people claim that there was no package! Please I really need help, because I have no idea what to do!

I am sure I would love the Prada blouse I ordered February 17, 2017. I still have not received it - it's stuck in transit somewhere- and customer care if you want to call it that- give the same line each time you call promising to handle your case and call you back . 4 times no call back. A manager they are never working or available - a name of a manager - forget it they can't give a name out. Easy for the MGRS to hide behind hourly employees and email. The lack, of follow through but more important care is so disappointing for a quality online retail shop. Neiman's needs to impart their customer service training to this independent that they own.

I am here to complaint about mytheresa.com's services, I have bought a pair of shoes order#uk11290867, i returned it on my own forwarder and provide them with full tracking details. It shows being received on 1/30/2017, so i remind mytheresa to notify me when received. After more than 10 days follow up with back and forth emails, mytheresa only tell me they did not received yet. I provided with tracking number, forwarder's web link, return address, etc, the answer is still the same and like robot. They just simply reply my emails with not yet received. They have zero interest on finding out where the returns ever landed. They are rude and not helpful, they even reply me to ask my forwarder to return back to me!

This is my first time ever have this return problems with a shopping website, I bought more than 100 items with all the exchange and return all the times. It never happens with matches or netaporter or farfetch!

The most disgusting part is, they seems no escalation windows...no matter i complained on their customer care or Facebook or twitter, there is only 1 customer services representative repeatedly reply to me!

Follow up on this case, after i complained so many times, they finally said they received my return, but they requested me to pay the custom clearance fees which is 30% (80 GB) of the order amount. So I asked them to show me the documentation, and they told me actually that is operation fees instead of import tax, etc etc.

I am so sick of this company, they keep changing their story from time to time, not receiving...send back to HK...need to pay for custom clearance...operational fees...I am very upset but i finally agreed to pay them to go away.

I bought a pair of shoes, I do not like it and I return it fast and within the returning period, I end up paying the return shipping cost on my own and 30% of the order amount for nothing...this is the worst nightmare ever for a shopping girl.

I will never buy from mytheresa again, make sure you think billion times before you placed order with them.

I do not recommend MyTheresa to anyone. I have ordered a pair of boots and when I received them they looked absolutely nothing like pictures on MyTheresa website. Well, boots looked quite similar to what I saw on their site but still there was a huge difference. I contacted MyTheresa and explained what happened. I thought that was a mistake and that they accidentally sent me a wrong pair of boots but their rep assured me I received what I paid for. Terrible site and service, don't buy from them, MyTheresa products look nothing like they advertise.

mytheresa
Don't do business with this company. They will bate and switch your products. I ordered a pair of Valentino shoes from them and they sent the correct box with the correct picture on the box and the wrong shoes. It was hell dealing with their so called customer service. The clerks answering the phones could not make any decisions. They would always refer you to sending a email. Christina was the worse. Don't get her she has a written response and repeats the same thing over. The response time for emails were poor. I asked to speak to a manager and she would only communicate by email. Christelle Cevadille
Manager Customer Service gave no service. She was not helpful at all. Her email was not service friendly. No creative ways of resolving the situation. They just wanted to stick to the script. Don't waste your time with them. Keep your money.
Alma Mckenzie

Daughter bought these from my Theresa money debited from bank all done and dusted so we thought. Few days later money refunded product out of stock whole cams outfit bought to with the shoes, they had emailed her she didn't know, they wanted a copy of her bank card and copy of if ! Why ? Bank had cleared the transaction, very strange request always being told not to give detailed and coz she didn't they didn't send hoods, devastated out of stock everywhere and fuming

I have purchased a Gucci bag from MyTheresa website. I paid over 1000 euro for the bag. It was a present for a very dear person.
When I received the bag I found out that zipper wasn't working properly. I pulled it a couple of times and it got stuck. I contacted MyTheresa support service and asked for a replacement, but they said that the one I received was the last in stock. They I asked for a refund and they refused and said that it was a final sale item. I was so angry! 1000 euro is not a joke, that's a lot of money! Don't buy from this website!

I purchased boots Isabel Marant for 480 eur and received them with manual factory fault. One shoe was shorter than the other. I was expecting straight forward replacement for the new one as I was not able the wear them. Customer service will not replace them as the shoes are last season. They still sell them on the website but saying is last season! They understand my claim but they can't do anything as is last season boots. Completely not competent customer service with no knowledge of trading standards. NOT RESPECTING GUARANTY FOR CUSTOMER. BREACHING CONTRACT OF SALE. They have no knowledge of CUSTOMER RIGHTS. They represent SCAM and only want to sale. Don't respect customer rights and will ignore your emails. AVOID AVOID AVOID

I bought a lot of things from MyTheresa in the past and I was always satisfied. Unfortunately my recent experience was not that good.
I decided to make a big order and purchased 5 items from MyTheresa. I received all the confirmations and was promised to get my order within two weeks. Later they contacted me and said that they cancelled my order because two items were not in stock. They also said that I'll get my money back within a week. That never happened, I'm still waiting for my refund!

After wearing my Miu Miu glitter sandals ONCE on my wedding day, patches of glitter came off the sandal strap and heel on both sandals. I provided MyTheresa with all the details and photo evidence however they refused to offer any repair, compensation or exchange. They insinuated that I did not wear the sandals with care and also questioned whether I had worn them on more than once occasion. Awful customer service for such an expensive and supposedly 'high quality' product. I've had far better customer service from high street brands.