Menu
MYTHERESA Customer Service Phone, Email, Contacts

MYTHERESA
reviews & complaints

www.mytheresa.com
www.mytheresa.com

Learn how the rating is calculated

4.0 128 Reviews

MYTHERESA Complaints Summary

0 Resolved
23 Unresolved
Our verdict: Engaging with MYTHERESA at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
Verified
The authenticity of the customer service contact information for MYTHERESA has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of MYTHERESA. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

MYTHERESA reviews & complaints 36

Filter reviews by rating
5
97 reviews
4
0 review
3
0 review
2
1 review
1
7 reviews
Sort by:

Newest MYTHERESA reviews & complaints

ComplaintsBoard
A
Verified customer This complaint was posted by a verified customer. Learn more

MYTHERESA MYTHERESA Review: Customer Frustration with Exchange Policy & Customer Service

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.

Read full review of MYTHERESA
Hide full review
ComplaintsBoard
L
Verified customer This complaint was posted by a verified customer. Learn more

MYTHERESA Poor Customer Service at Mytheresa.com - A Warning to Potential Customers

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.

Read full review of MYTHERESA
Hide full review
ComplaintsBoard
C
Verified customer This complaint was posted by a verified customer. Learn more

MYTHERESA Mytheresa: A Nightmare of Bad Service and Disrespectful Treatment

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.

Read full review of MYTHERESA
Hide full review
ComplaintsBoard
D
5:07 am EDT

MYTHERESA shirt and shipment processes

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.

Read full review of MYTHERESA
Hide full review
ComplaintsBoard
M
8:07 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

MYTHERESA shipping damage and poor customer service

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

Read full review of MYTHERESA
Hide full review
ComplaintsBoard
K
5:03 am EST

MYTHERESA dishonest

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...

Read full review of MYTHERESA
Hide full review
ComplaintsBoard
K
3:02 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

MYTHERESA product I have received

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

Read full review of MYTHERESA
Hide full review
ComplaintsBoard
A
6:01 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

MYTHERESA worst experience and customer service

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!

Read full review of MYTHERESA and 1 comment
Hide full review
1 comment
Add a comment
Workbrite
Workbrite
Stockport, England, Greater Manchester, GB
Apr 25, 2017 6:16 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Nice information about the Worst experience and customer service. Thanks for sharing it. I was searching information about
rebecca stevens

A
Author of the review
A
anne sb
, BE
Apr 25, 2017 6:33 am EDT
Verified customer This comment was posted by a verified customer. Learn more
Replying to comment of Workbrite

Amazing isn't it for a supposed to be "high end" reseller? I placed a 4k order several months ago and they treat their customer like that...

ComplaintsBoard
H
7:57 am EDT

MYTHERESA I can't get my money back!

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!

Read full review of MYTHERESA
Hide full review
ComplaintsBoard
V
2:30 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

MYTHERESA blouse

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.

Read full review of MYTHERESA and 1 comment
Hide full review
1 comment
Add a comment
S
S
Shopping Smiles
, US
Apr 19, 2017 7:47 pm EDT

I agree that there is a major problem with this MyTheresa.com website. I do not understand how Neiman Marcus is associated with them at all and at this time they should reconsider their position. Upon reading many reviews from several sites, it seems to be that the majority of customers have been highly displeased and will never shop with them again. They promise you the best service and product but to no avail, it is a very bad experience. I say Respect yourself as a Consumer and go shopping to have the true experience of what you should have which is the highest quality and the respectfulness from a Salesperson at a respectable store. Why are you putting yourself through this. It is such a waste of energy and makes life miserable when it should be a very happy experience to go shopping. I live in Newport, Rhode Island, USA and there are multiple beautiful stores that line the streets of Newport. I guarantee you they would love to have you as customers. Many of them are located in Palm Beach, FL as well.and other prestigious locations. When one is spending a significant amount of money for an item, you should be more than pleased. Don't let these people control your life in misery and hide behind e-mails and phone calls. There is a very real and happy experience awaiting you if you just go out and enjoy the people that await you to enter their shops. A Fashion Designer and former employee of Christian Dior. Happy Shopping

ComplaintsBoard
M
7:30 am EST

MYTHERESA boots looked different

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.

Read full review of MYTHERESA
Hide full review
ComplaintsBoard
N
2:32 pm EST

MYTHERESA balenciaga red runners

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

Read full review of MYTHERESA
Hide full review
ComplaintsBoard
D
2:20 am EST

MYTHERESA don't buy from this website!

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!

Read full review of MYTHERESA
Hide full review
ComplaintsBoard
L
6:31 am EDT

MYTHERESA don't buy anything from mytheresa

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!

Read full review of MYTHERESA
Hide full review
ComplaintsBoard
R
6:04 am EDT

MYTHERESA miu miu gold glitter sandals

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.

Read full review of MYTHERESA
View 0 more photos
Hide full review
ComplaintsBoard
H
7:19 am EDT

MYTHERESA very unprofessional service

I wanted to buy a pair of sneakers and found MyTheresa website. Really liked one pair and decided to order. But I was not sure about the size so I called customer service and they assured me that they had my size in stock. Great I thought! So I placed an order and paid.
Was waiting patiently but nothing arrived. Later someone from the company contacted me and said that there was a mistake and they did not have the correct size in stock. So I asked them to cancel my order. I'm very disappointed with MyTheresa. The fact that they cannot provide the customer with a proper information clearly shows how unprofessional they are.

Read full review of MYTHERESA
Hide full review

MYTHERESA Customer Reviews Overview

Mytheresa has garnered mostly positive reviews from fashion enthusiasts and shoppers worldwide. As a premier online destination for luxury fashion, customers rave about the website's extensive collection of designer clothing, accessories, and footwear from high-end brands including Gucci, Saint Laurent, and Chanel.

Customers applaud the website's user-friendly interface, with many appreciating the ease of navigation and search functions. Mytheresa's customer service is also highly praised, with shoppers noting the prompt and helpful responses from their support team.

Additionally, Mytheresa is lauded for their fast and reliable shipping, with many reviewers noting that their purchases arrived on time and in excellent condition. The website's return policy also receives positive feedback, as it is deemed fair and hassle-free.

Some negative reviews do exist, with some customers reporting issues with incorrect orders or sizing inconsistencies. However, overall, the positive reviews outweigh the negative, making Mytheresa a highly recommended shopping destination for those seeking luxury fashion and excellent customer service.

MYTHERESA In-depth Review

In summary: MYTHERESA offers a premium online shopping experience with a focus on high-end fashion. The website is well-designed and user-friendly, with a wide selection of luxury brands and products. While prices are steep, the quality and authenticity of items are guaranteed, and there are occasional sales and exclusive offers for value-conscious shoppers. Customer service is attentive, and shipping, though on the pricier side, is reliable and well-packaged. MYTHERESA also shows a commitment to sustainability and ethical practices, which is a significant plus in today's market.

Website Navigation and User Experience: The MYTHERESA website is intuitive and easy to navigate, with a clean and sophisticated design that reflects its luxury branding. Mobile responsiveness is excellent, providing a seamless shopping experience across devices. The search functionality is robust, allowing users to find products quickly with filters that narrow down choices efficiently.

Product Range and Selection: MYTHERESA impresses with an extensive range of luxury brands and designers. The variety of products includes clothing, accessories, and shoes, with a good mix of classic and contemporary styles. New arrivals and trending items are regularly updated, though some popular sizes and styles can sell out quickly due to high demand.

Product Quality and Authenticity: The authenticity of products sold on MYTHERESA is guaranteed, and the items are of high quality, with excellent material and craftsmanship. The durability and longevity of products are consistent with the expectations for luxury goods.

Pricing and Value for Money: Prices at MYTHERESA are on the higher end, as expected for a retailer specializing in luxury fashion. While price comparison with competitors shows similar pricing structures, MYTHERESA does offer sales and discounts periodically. The site also has a loyalty program and exclusive offers for frequent shoppers, which can provide added value.

Customer Service: Customer service at MYTHERESA is known for its responsiveness and multiple communication channels, including email, phone, and live chat. The staff is professional and knowledgeable about the products. After-sales support is robust, with a fair return and exchange policy, though it's important to note the terms and conditions for these services.

Shipping and Delivery: Delivery options are varied, with express shipping available. The packaging quality is high, ensuring items arrive in pristine condition. MYTHERESA offers international shipping, and while delivery costs can be high, the service is reliable with effective tracking.

Payment Options and Security: A variety of payment methods are accepted, including major credit cards and PayPal. Security measures for transactions are robust, providing peace of mind for shoppers. Financing and payment plans are also available for those who prefer to spread out their payments.

Customer Reviews and Testimonials: Customer satisfaction levels are generally high, with positive feedback on the quality of products and services. MYTHERESA seems to handle complaints effectively, with a focus on resolution and customer satisfaction.

Sustainability and Ethical Practices: MYTHERESA is taking steps towards sustainability, with eco-friendly initiatives and ethical sourcing and production practices. The company also partners with brands that share similar values, which is commendable and increasingly important to consumers.

Overall Shopping Experience: The pros of shopping at MYTHERESA include a wide selection of luxury items, high-quality products, and excellent customer service. The main cons are the high prices and potentially expensive shipping costs. MYTHERESA is particularly recommended for those looking for the latest in luxury fashion and who value sustainability. The final verdict is that MYTHERESA is a top-tier destination for luxury shopping, with a rating that reflects its commitment to quality, service, and ethical practices.

How to file a complaint about MYTHERESA?

Here is the guide on how to file a complaint or review about MYTHERESA on ComplaintsBoard.com:

1. Log in or create an account:
- Start by logging into your ComplaintsBoard.com account. If you don't have an account, create one.

2. Navigating to the complaint form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue with MYTHERESA in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with MYTHERESA. Mention key areas of concern, transactions with the company, steps taken to resolve the issue, the nature of the problem, and the personal impact.

5. Attaching supporting documents:
- Attach any relevant supporting documents but avoid including sensitive personal data.

6. Filing optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting.

8. Submission process:
- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.

Ensure each step is clearly defined and structured to guide you effectively through the process of filing a complaint or review about MYTHERESA on ComplaintsBoard.com.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact MYTHERESA customer service

Phone number

+49 89 127695100

Website

www.mytheresa.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with MYTHERESA?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with MYTHERESA Customer Service. Initial MYTHERESA complaints should be directed to their team directly. You can find contact details for MYTHERESA above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about MYTHERESA. Discuss the issues you have had with MYTHERESA and work with their customer service team to find a resolution.