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1.0 25 Reviews

MyTheresa.com Complaints Summary

0 Resolved
24 Unresolved
Our verdict: Engaging with MyTheresa.com 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.
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MyTheresa.com reviews & complaints 25

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Newest MyTheresa.com reviews & complaints

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5:46 am EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

MyTheresa.com - Company lies to customers

The shop consistently lies to its clients, doesn’t stick to given promises. Was my first time experience with this platform and it was a total waste of time, money and effort. I made 2 orders within 2 days. First one - a dress for my daughter. Delivery from Italy to Greece said 5-7 working days. Makes sense. How long can it take? I had a few more days for...

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5:19 pm EST
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MyTheresa.com False claim if insured packages

MyTheresa promises to insure their packages and protect customers against theft but this is not the case. I have a missing package of over $3,000 and have provided all the information needed as proof but MyTheresa is neglecting to give me a refund. The delivery address shown by the carrier is wrong. In addition to this, when the claim was opened the shipper stated an individual signed for it and provided a false and forged signature. When there was proof that the package was not signed by an individual, the shipper said it was left at the door because of a signed door tag. They provided two different signatures with two different stories. I have a missing package and have evidence to show it was mishandled and MyTheresa is refusing to give me a refund as promised by their insurance to packages. They are asking me to resolve this on my own despite them already taking my money.

Claimed loss: $3,330.54

Desired outcome: A refund of $3330.54 for my missing package.

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7:01 pm EST
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MyTheresa.com Dress

I returned a GUCCI dress from this company and they have yet to refund my money. All I get is run around. I wished I only knew about them before I purchase. This company customer service is horrible. They will tell you they are working on it but never do. The have been working on my issue since Sept 2023 and have yet to resolve it. DO NOT PURCHASE FROM THIS STORE!

Claimed loss: $2, 064.00

Desired outcome: A REFUND FOR THE ITEM THAT WAS RETURNED TO THEM

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Is MyTheresa.com legit?

Our verdict: Complaints Board's thorough examination reveals MyTheresa.com as a legitimate entity with notable strengths. Despite a 0% resolution rate on customer complaints, which invites a closer look, MyTheresa.com stands out for its commitment to quality and security. Clients considering MyTheresa.com should delve into its customer service record to gauge compatibility with their expectations.

MyTheresa.com earns 91% level of Trustworthiness

Perfect Trust Endorsement: MyTheresa.com achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for MyTheresa.com. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 5 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of MyTheresa.com's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Mytheresa.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Several positive reviews for MyTheresa.com have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up MyTheresa.com and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

Mytheresa.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

Adult content may be available on mytheresa.com. It is important to be aware of potential risks and to use caution when accessing or engaging with such content.

However ComplaintsBoard has detected that:

  • While MyTheresa.com has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 0% of 24 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • MyTheresa.com protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • Our research indicates that MyTheresa.com is associated with high-end brands, a sign of commitment to quality. We encourage you to read through the reviews and complaints to gain a more comprehensive understanding of their offerings and customer experiences.
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10:37 am EDT
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MyTheresa.com Golden goose sneakers

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

Desired outcome: New sneakers

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5:47 pm EDT

MyTheresa.com Item not received

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!

Desired outcome: Refund

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5:18 pm EDT
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MyTheresa.com Cannot get a refund

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.

Desired outcome: Refund my money for the returned merchandise, pretty simple.

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5:12 pm EST

MyTheresa.com Handbag that I didn’t order

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.

Desired outcome: Refund to my credit card and refurn the merchandise fraudently ordered

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10:12 am EST

MyTheresa.com No answer on sent bad item

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.

Desired outcome: We want a new bag that is new and in perfect condition

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5:18 am EST

MyTheresa.com Online order not received

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.

Desired outcome: Refund

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4:51 pm EDT
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MyTheresa.com Return

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!

Desired outcome: PAY FEDEX!!!

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1:33 pm EST

MyTheresa.com Payment not received for a return

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

Desired outcome: All I want is getting my refund money back in my account

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7:13 pm EDT

MyTheresa.com Customer service

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!

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12:11 pm EDT
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MyTheresa.com Damaged Goods

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

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7:53 am EDT

MyTheresa.com ysl loulous

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

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12:05 am EST

MyTheresa.com the company is a scam beware

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

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10:06 pm EST

MyTheresa.com all

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.

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4:13 am EST

MyTheresa.com return services

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.

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12:07 pm EST
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MyTheresa.com service

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

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1:43 am EST
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MyTheresa.com avoid avoid avoid this website, scam, scam, scam

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

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7:22 am EST

MyTheresa.com took my money!

I wanted to order some boots from MyTheresa.com. So I entered my credit card information and submitted it. Then I received a message from their support telling me that the item I wanted was out of stock. Well, I was disappointed and went to another store and bought some shoes there. Few days later I got a call from my bank saying that MyTheresa charged my card. Great! Now we are fighting with them in order to get my money bag. Horrible scam. Don't even try to order something from this website, you'll be scammed as well.

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