MyTheresa.com
reviews and complaints

So, I recently bought some goodies from MYTHERESA and was pretty excited to receive them, but I wasn't too happy with the prices. I thought I had snagged a good deal since they were on sale, but boy was I wrong, even after the sale, the items were still pretty darn pricey. Then, to add insult to injury, I had to pay ?10 for shipping! I mean come on, right?!

But, that's not all! When my order arrived, they had the audacity to offer another sales pitch, "Free shipping and a further 20% discount"! I mean, seriously, what gives?! You can't go around teasing your customers like that. I was furious, to be honest. It's like they're playing with my emotions and my wallet.

When I contacted customer service and asked if they'd be willing to refund the difference in the 20% discount, they wouldn't budge. They said I'd have to return the items for a refund, and then reorder them at the new discounted price. Ugh. And, get this, I'm ordering from abroad! So, not only would I have to pay to ship the items back and forth, but I'm also contributing to the carbon footprint. It's just not worth it, and it's not environmentally friendly. It's just plain greedy, if you ask me.

On the other hand, I've shopped at Revolve before and let me tell you, they have a no fuss policy when it comes to refunds and price matching. They don't play mind games with their customers, and they don't change their sales and free shipping policies every other day. That's the kind of customer service and loyalty I'm looking for. MYTHERESA might have fancy packaging, but their lack of goodwill and constant sales tactics have left me feeling unsatisfied and wanting to shop elsewhere.

I've been a customer of MyTheresa for more than 5 years now. As a regular buyer, I've had plenty of deliveries from them and have returned items a few times. The company has been quite accommodating, and I've never had any major issues until a recent order.

I placed an order that was supposed to be delivered to a collection point via DHL. However, I didn't receive an option to choose a collection point in the email from DHL. So, I called DHL to inquire about this, and they told me that all orders from MyTheresa can only be delivered to the address provided. I was surprised by this and thought it might be an issue with DHL, so I contacted MyTheresa's customer service.

To my shock, the customer service representative told me that this was done due to high levels of fraud in the UK. I was taken aback by her words. It felt like a direct insult and derogatory comment towards my nationality. I could not help but cringe and feel upset by this deeply insensitive comment.

I've waited for 5 years to purchase from MyTheresa, and then all of a sudden, they accuse me of being a potential thief! It was just unacceptable to me. Moreover, it seemed like a highly generalized remark, as if all Britons have a tendency to steal. I was offended by the company's attitude and felt that they should have been more careful in their phrasing.

As a result, I returned my order and requested a refund. I couldn't continue doing business with MyTheresa after this incident. For me, this was a racially charged remark, and I hold pride in my nationality. I'm aware that MyTheresa is a German company, and they should be a little more sensitive about the historical context of their nation.

In conclusion, I've chosen to sever ties with MyTheresa due to their unprofessional behavior, and I would advise others to be cautious when dealing with them. Although they may offer quality merchandise, their conduct towards customers can be very off-putting.

Mytheresa.com has been a real disappointment lately. The service that I have received has been absolutely unacceptable. Whenever I place an order with them, it takes them at least 2 months to dispatch my items. It is really frustrating. I have to constantly follow up with them via email but they constantly send me the same automated response, "Thank you for your email, we are dealing with a large number of enquiries, we will revert to you soon". However, it takes them another 7 days to even respond. This entire process adds up to around 2 months before I actually receive my order.

However, a few months ago, something very unusual happened. Mytheresa.com assigned an Italian girl as my Personal Shopper Agent, who promised to expedite my order. To my surprise, she managed to dispatch it within just 5 days! It was truly incredible. But, when I wanted to purchase another item, she kept insisting that I give my credit card details and I refused. After that, she stopped responding to my enquiries. An Asian guy then replaced her, who was not as terrible as the Italian girl. But even he refused to expedite my order after two weeks.

I recently ordered a Gucci top from Mytheresa.com on last Sunday, which they have yet to dispatch. Despite constantly emailing and texting the Asian guy, I haven't received any response from them. I paid $1400 for this top and I am extremely frustrated!

I urge everyone to be very careful when shopping on Mytheresa.com. It is better to go to another merchant where you can get the service you deserve without any kind of delay or inconvenience.

So, I read a review about MYTHERESA (mytheresa.com) where someone had ordered a pair of Valentino's for their girlfriend, but they ended up getting the wrong size. They admitted that it was their own fault, which is understandable because mistakes happen, but they were still annoyed by the experience.

The reviewer had paid nearly $250 CAD on top of the $995 CAD cost of the shoes, which they were unaware of. They contacted MYTHERESA and asked if they could exchange the shoes for a different size, but they were informed that it could only be the same product. The reviewer thought this was a horrible exchange policy, but agreed anyway and requested a size 36 instead of 37. However, MYTHERESA did not have the size in stock and the reviewer had to get it done before 30 days or they wouldn't be able to return it and get their money back.

Feeling like they had no other option, the reviewer decided to return the product. However, they were not happy about the fact that they would lose $250 CAD that they had paid for duties and taxes. They understood that it wasn't MYTHERESA's fault, but they still felt frustrated by the exchange policy and the customer service.

The reviewer emailed MYTHERESA back and forth, asking to speak to a manager, but they were told that the answer would be the same and then they stopped replying altogether after only three emails. The reviewer concluded that they would never shop at MYTHERESA again, and they were surprised that a company like this is allowed to operate in such a restrictive manner and ignore consumers.

In my opinion, it's important for companies to have fair and reasonable exchange policies and to provide good customer service. Although mistakes happen, customers should not be penalized for them. I think MYTHERESA should take this feedback seriously and consider making changes to their policies and practices.

I've recently had a less than desirable experience with Mytheresa.com, a retailer that I have frequented in the past. As a loyal customer of the online retailer, having spent over £3,000 last year, I expected better service. Unfortunately, I purchased a pair of J Brand jeans two weeks ago that did not meet my expectations. I own five other pairs of J Brand jeans in the same size, but this specific pair, despite being my usual size, was too small. However, Mytheresa.com was kind enough to exchange it for a bigger size and I received the jeans a week later.

I was excited to wear them as they looked gorgeous, but unfortunately, only after an hour of having them on, the stitches began to rip apart. I was quite disappointed as I had just received the delivery and taken the tags off. Thinking this might be a simple manufacturing error, I promptly sent the jeans back to the customer service team less than 24 hours after receiving them. However, much to my dismay, I just received a response from their customer service team stating that they will not accept the return or inspect the material.

I was taken aback by this response and felt that their lack of concern was in violation of several EU trade standard laws. I tried to bring this to their attention and even suggested that they could contact the brand to investigate the issue further, but they refused to budge on their decision. This was disheartening as I genuinely believed that Mytheresa.com had excellent buyers who would have ensured the quality of the product.

Despite my reservations, I decided to do some more research into this particular style of J Brand jeans and found out that there was a known issue with its manufacturing. The same style was being stocked at a local high street store and they had received several returns due to irregular sizing and manufacturing faults. I felt like I deserved better treatment and wanted to bring this issue to light, especially since I was now stuck with faulty jeans.

To resolve the issue, I had to contact my credit card company and start a dispute. Additionally, I contacted the Trade Standards office of the UK to make them aware of this situation. While I'm not happy with how this situation has played out so far, I am glad that I was persistent in trying to get the issue resolved.

However, I would advise other potential customers to approach purchasing from Mytheresa.com with caution. It's clear that their customer service team does not prioritize the rights of their customers and it's best to be fully aware of the item you are purchasing before making the final call.

My experience with mytheresa has been a total mess! If I were you, I would think twice before using this website. So here's the deal - On November 14, 2017, I placed an order on the site and was eagerly waiting for my package to arrive. However, I never received it - all thanks to UPS. I've never had any issues with receiving packages before, but UPS failed to deliver it meaning that it was shipped back to mytheresa.

I immediately got in touch with the customer service to raise this concern. The customer service was very understanding of my situation and apologized for the delivery mishap. They offered to ship the package again but via DHL and I agreed to this. I mean, it was the least they could do for the inconvenience caused, right? But, I was clear that if the delivery was not made via DHL that I would prefer to get a refund.

It's been quite long now since I heard back from them, even after sending an email asking them about the status of my order. I finally called them up and they informed me that the package has been shipped via UPS again. This was a major disappointment for me because I didn't ask for that at all! I again requested for a refund, but they had some excuse ready for that too. Apparently, they can't refund me because the package has already been shipped.

So I thought, okay let me check where the package is now? To my surprise, the tracking number showed that the package was still "ready for shipment"! Meaning that they had lied to me about the package being shipped. That was it for me, enough was enough! When I called customer care again to express my displeasure, one of the agents was rude to me and even hung up on me while I was mid-sentence. It's been 9 days since I made a purchase of $525 on mytheresa, and I have nothing but disrespect, bad treatment, and countless headaches to show for it. Simply put - this has been a nightmare and I regret ever using this website.

In conclusion, I strongly advise that you steer clear of this site. You don't want to have a nightmare like mine. If you value good customer service, don't bother with them. They have zero regard for their customers. It's such a shame that mytheresa doesn't value its customers and treats them so poorly. If you're thinking about using this site, please think twice! I just want my money back, and hopefully, this review will help you avoid the same mistake that I made.

Greetings,

I have a complaint about golden goose shoes. I bought them on July 21, 2022. The right sneaker broke at the seam, the fabric tore by itself... it started from the seam and downwards, as you can see on the attached sneakers.

Nowhere I didn't get stuck, and nothing like that happened, as you can see in the pictures, the sneakers are like new.

As for the maintenance, I would wipe them lightly with a cloth, I know how to maintain them because they are not my first Golden Goose sneakers, I had other models as well and something like this has never happened to me and I haven't even worn them much...

I paid €475 for them, and what more can I say, I'm very disappointed.

I don't want any money, but for my complaint to be resolved and for you to do something and find someone solution for this problem.

Thank you very much, I am waiting for your answer.

Best Regarde,Zorana

I ordered from this company in July 2022 and did not receive my item. I placed an order for some Valentino rock-stud sliders for my father as we were going away on holiday, the item didn’t turn up for a couple of days even though I placed the order and requested for next day delivery. The next day after placing the order, I received an email confirmation explaining that the item had been delivered but it wasn’t. I had asked around with neighbours and checked around my property but still no parcel. I contacted the company immediately as I was going away 2 days later to which I had no response. I went away on holiday without my item as it still hadn’t turned up and came back after two weeks. At this point, I still hadn’t heard anything from the company but then I fell really unwell and ended up in hospital for s few more weeks. From the moment I came out of the hospital, the missing item was definitely not my priority so after a while I had tried contacting the company again via telephone and they told me that I have ran out of time to dispute this with them even after sending them an email before I went on holiday. I asked to speak with the manager as I had explained my situation and the customer service team were not sympathetic towards my situation at all. The manager finally contacted me and explained that I cannot raise this dispute and I should not contact the company anymore. I had tried to fight my case as I was £203 out of pocket and never received an item that I have paid for. I tried contacting my banking group to see if they could help me and they were able to receive the funds for me but mytheresa requested for a chargeback and the funds were retracted from my account. I will never shop with this company again as it has been the worst experience of my life!

I have in writing that a refund would be issue due to the poor quality of the product. I returned it with tags and promptly within the required parameters to return an item. For almost 3 weeks I have had notice that they received my item and due to "high rate of returns" my refund would be delayed. Interesting that another item I ordered was too large and they already refunded it. This garment that I am waiting on a refund for is worth over $2,500 and I still do not have my money back. I email and get nothing back. What a terrible business.

I had a handbag fraudently ordered with my credit card that I finally recovered and now the company won’t take it back even though it’s brand new with the tags still on it not touched. I cannot afford this bag as it’s 3800 dollars. Please have someone contact me back at [protected] howard wigdor. The bag was ordered back in March 2022 and I have spent hours upon hours on the phone and getting to the bottom of this for only the bag to be finally delivered to me a few weeks ago.

My husband got me a Jacquemus white bag from my theresa, delivered on my birthday (November 16th) and it was in poor conditions, the gold letters on the bag was damaged and not smooth. We sent an email to customer service with photos, they replied and said that it was in fact in bad conditions, and that they would exchange it. They told us to fill out a form (that was not available on their website and not attached to the email). We sent another email asking for the form, and ever since we got absolutely no feedback. We sent 5 more emails and we got zero answer from them. We are extremely mad as we are talking about a 600€ goodie that was sent in bad conditions by them.

I placed an order on 06/07/22. I was due to go away 1 week after I placed the order and the item was delivered days after my departure. I returned back from my holiday and fell extremely unwell and needed hospitalisation. I was able to return home in August which is when I opened the box and the delivery box was completely empty! There were no goods inside and I contacted the company instantly. The company took over a week to response to me via email to which they asked for photographs and evidence. I responded to the email with the evidence and didn’t hear back from the company for over a month. I then called my bank to see if they could help with the matter and they requested a chargeback of the amount since I hadn’t received the order. Within days, Mytheresa had requested a callback of the money from my account and the claim did not go in my favour. I contacted the company to reopen the case and they didn’t attempt to look into it for me, they only explained that the case is closed and there is nothing they could do to help. I am extremely disappointed as I initially placed the order for the item to take away with me on holiday; which I wasn’t able to. Furthermore, I came back from my vacation and fell extremely unwell which required hospitalisation so I couldn’t dispute with the company until a month after the order was placed. By the time I did contact the company, they exclaimed that the case was closed as it was left too long and now I am left with no item and an empty box that has been paid for. I would really like this resolved and to go in my favour as it has all been very frustrating and extremely difficult to deal with.

Do NOT buy from mytheresa. I bought two dresses from them with free returns (order no.

Us11851478 and order no. Us11859020). I am now getting charged almost $600 in customs even though there is supposed to be free returns. They keep telling me it is being taken care of and it is 9 months later!

order number IN11409915.

Hi there,

Please help. I have completely lost my trust in Mytheresa which is awful because I used to like them. I bought a pair of shoes on 9th of December 2020, when the shoes arrived they were too loose for me and I asked for a refund.
I sent the shoes back straightawy but they made a big mistake of sending an exchange even though I filled the forms for a return.

I told them that you guys are making a mistake and give me money back. They apologised and said yes it was a mistake once the exchange come back to our office we will refund you. However this is so stupid because I don't need to wait for their mistake. Anyways I said ok and waited for the exchange to arrive to them. No it has been more than 3 4 days that the exchange has arrived to Mytheresa but they still have not refunded me.

I keep emailing them but no reply. I received an email that I have been refunded but that is not true because I did not get the money back in my credit card. I normally get a refund within 2 hours. I have a feeling they are going to take my money. This is awful all I want is my money for the returns. This is literally stealing. Please help me, I want my refund money asap, I am so sick of their emails, Their customer service is terrible. It is a shame because they are loosing a lot of customers and I never will go back as well.
I spent 469 Euros and I am still fighting for my own my money how terrible.

Thanks

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.