MyTheresa.com

I shop off this website frequently and always receive my items quickly. The packaging is phenomenal. Great service. However, international shoppers beware. Im Canadian therefore duties/tax are not included in the price. Duties are handled by DHL. You will be charged $10 plus whatever the tax % is where you live. Overall very fair. Because I read the policy that duties/tax are not handled by mytheresa, I knew that I had to be 100% certain of my purchases. If you return your purchase you lose the money you paid in duties/tax. If you know your size and are certain of your purchase youll be fine! Ive actually found items to be cheaper through mytheresa than at the boutiques, even after foreign currency exchange and duties.

I searched more on YouTube and their blogs and experiences with mytheresa and took a leap of faith. Their customer service was very nice and prompt. I really had no problems with customs and DHL was able to deliver to my doorstep without any hassle and problems. I ordered a Balenciaga women's track sandal fake fur which costs around 580 euros spent about 191 euros for duties and taxes. I could have ordered from the Balenciaga website but they wouldn't send it to my country (Philippines). It comes with the original box and mytheresa documents that has instructions on how to care for the shoes and how to return everything (taxes are non-refundable). I ordered these on January 27,2022 and got it on February 12,2022.

It is the right size and model. I love it! I will definitely return to get that back I've set my eyes on.

First of all, I need to say that I am not paid for this review, nor do I work for the company! I am only a customer, and this is a real review of my experience with MYTHERESA! After reading all the bad reviews, I still gave them a shot due to all the good reviews... AND... Other big/ reputable companies who I dealt with before also did some things that I didn't like, and would have given them a bad review as well, so. I said why not try MYTHERESA! Maaaan am I glad that I did! Yo, they did better than a LOT of stores who I spent money with! They did so much as if they wanted me to know that they were trustworthy! First of all, I got updated emails as my package was being processed, handled and carefully shipped! Then. Yo. After I received my order (which I did take pictures of) look how they prepared it, packaged it, and shipped it! Yooo... Flawless! (Really! Look at the pictures that I uploaded! Yo, forreal! No doubt baby!) I have AB-SO-LU-TE-LY nothing bad to ever say about MYTHERESA! ONLY The best from me!

My Theresa is a killer company and a service! Amazing selection of items, great quality pieces, branded but still you can get them for an excellent price. Which is near to impossible buying directly from the designers. I shopp at My Theresa ALL THE TIME not once did I experience something not satisfactory. They exchanged my Gucci shoes after return policy has expired. Months and months afterwards. Of course I never wore them.
Someone said "I bought YSL, they were not comfortable and My Theresa didn't want to accept return" are you serious? So why don't you buy directly from YSL and let's see what treatment you will get there after wearing the shoes.
Or that other comment "I bought Gucci sandals after a year I asked for repair. My Theresa gave me full refund but didn't 'repair' my sandals. There for they are bad company with terrible service"
You guys are really something. Bunch of quasi people with over the top entitlements. Just because you can afford pair or two of branded items per year doesn't give you the right to harass top notch companies and services.
My Theresa is not for you.

Great job My Theresa, please continue doing what you doing. I loveeee my items that are coming from you!

The worst customer service EVER!
I ordered a pair of jeans from them n paid ?10 for standard delivery (2-3 working days). On the first delivery attempt, apparently I was not at home so they sent my parcel to a "local" collection point which is 1.5 miles away from my flat, but my flat has 24-hour concierge service which can accept delivery on my behalf. Since I can only walk to the collection point which would take 40 mins, so I thought let's arrange a 2nd delivery! So I contacted their customer care team on the same day of first delivery (19th Jan) explained the situation. They got back to me the following day saying 2nd delivery has been arranged. So I thought good, let's wait for it.
Then two more working days has passed and there was still no delivery (22nd Jan). So I contacted them again querying when my order will be delivered. The girl who dealt with me was saying she can't confirm when it'll be delivered. I need to contact UPS myself or track online to find it out. Firstly she hasn't provided a UPS contact number, secondly its her job to liaise with UPS not me. So I replied to her saying if you can't help me, can I speak to your supervisor instead? Then she replied and blamed me for i wasn't at home, I didn't want to go to pick up my order from the collection point, she has arranged a 2nd delivery for me. She has done everything she can to help me and there is nothing more that she can do. She also said that there is no need to speak to her supervisor as she'll tell me exactly the same. So I replied again n insisted to speak to her supervisor, Then 3 hours later, her supervisor replied and apologised for the inconvenience and have said that she contacted UPS again and my order will come ASAP. Oh well, when I spoke to UPS son after I received the supervisor's email, what she told me was completely untrue! Basically, the re delivery they have requested on 19th Jan was incomplete, no one has called them on the 22nd Jan to request a re delivery, so nothing has happened, if I haven't called UPS today, my order will be just sitting in the collection point collecting dust indefinitely. If I put in a re-delivery request while I was on the phone to UPS, the earliest day they can deliver would be the 26th Jan which is another four days! In the meanwhile Mytheresa customer care team have been so unprofessional n unhelpful, no one seemed to care when I will receive my order!
This is the first time that I ordered from Mytheresa, and I firmly believe that this will be the last. Mytheresa might be a very successful online retailer but you are definitely lacking on proper customer service. Wish you could learn from all major online retailers who has great customer service team which makes online shopping a breathe of air!

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.

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!

I recently purchased a pair of Alexander McQueen sneaks from MYTHERESA, but my experience with the company was less than desirable. After only four hours of wear, the sneaks started to fall apart, with the logo peeling off with wild abandon. I reached out to MYTHERESA's customer service team, and they suggested that I send the shoes back to them.

After a while, I received an email from MYTHERESA stating that they might be able to fix the sneakers, but it could take around eight weeks! I was pretty annoyed, since I had asked for a refund, not a repair. Despite their assurances that they would keep me in the loop, I never heard back from their team.

I called them up numerous times, but their advisors always seemed perplexed and had no idea what was going on with my order. They promised to call me back, but I never received any follow-up communication. This happened four times, and it was a frustrating ordeal.

After eight long weeks with no word from MYTHERESA, I once again reached out to their customer service team. Imagine my surprise when they told me that they had not received my shoes in the first place! I had proof of delivery that showed otherwise, but MYTHERESA refused to acknowledge that they had the shoes all along.

It took nine and a half weeks, multiple phone calls, and several run-ins with their unhelpful customer service reps, but I finally received my refund. Needless to say, I will never shop with MYTHERESA again. Their lack of communication, slow response times, and poor customer service caused me a lot of stress and headaches.

I've gotta tell ya, I've purchased a thing or two from Mytheresa (mytheresa.com), and I must say, I was pleased as punch with how quickly the goods arrived and the quality of the stuff I got. Now, it wasn't all peaches and cream, as a few things weren't ideal, but I didn't wanna go through the whole rigmarole of international returns. However, my third order just didn't fit right, so a return was necessary. Before sending the items back, I reached out to customer service to ask if duty and taxes would be refunded, but to no avail - I only got sent to their returns page, which was no help at all. Turns out, the nitty-gritty details about how they don't refund those fees were buried deep down on another page - the Terms and Conditions, no less. Precious few people actually take the time to read the fine print, am I right? Anyway, I went ahead with the return, but the taxes and duty are not insignificant when it comes to international shipping to Canada, and I ended up taking quite the hit to my wallet. At first, I was informed that I'd get a voucher for the duty paid, only to find out later that that was an error. Listen, if you're certain that what you're ordering will fit and your country doesn't impose exorbitant duties and taxes, then you should be good to go with Mytheresa. If, however, there's even the slightest chance of a return, I would advise against it. American companies are much more on the ball when it comes to returns, and they'll even refund the duty and taxes in addition to the cost of the item in some cases. Some places even repay the exchange rate at the time of ordering.

So, I finally found the perfect pair of Gianvito Rossi sandals on MyTheresa's website, and I was super stoked when I saw that they were on sale. However, being the cautious person that I am, I decided to give their customer service a quick call just to confirm the return or exchange policy in case the sandals didn't end up fitting me. And, well, I got the answers I needed, so I hit that "Place Order" button with glee.

But, that happiness was short-lived because, only 40 minutes after I confirmed my order, I received an email from them requesting I send them a picture of my Amex card and either a driver's license or a U.S. passport. Like, "Are you kidding me?" Who in their right mind would hand over such sensitive information like that to, well, a complete stranger on the internet? I quickly phoned their customer service again and, oh boy, I got the same "gentleman" (if you can call him that) that I spoke to earlier about their return policy. He very rudely told me that I either send them the requested documents, or cancel my order. I mean, seriously? Not everyone is comfortable handing over their life's information on a silver platter.

So, yeah, I cancelled my order. Those $318 sandals were not worth risking my personal and financial security. Besides, I used my Amex for a reason. I wanted to make sure my transaction was as safe as possible, but yet they still wanted me to send them more (if not all) of my personal information. No way, Jose. I hope they change their practices in the future because I won't be shopping on their website again anytime soon.

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