MYTHERESA

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

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

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. MyTheresa and Miu Miu have 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 have a very bad experience with MyTheresa which caused me to stop using them ( and I use NET- A- Porter instead). I have ordered a pair of shoes tried one shoe on a carpet and because it was to small I sent it back. I used to be first row customer at MyTheresa - I need to say. MyTherese refused to refund the purchase arguing that there was a scratch on the shoe sole (!) and send me as a "evidence" their photo of this "damage". By trying on a shoe for 10seconds on a carpet you cannot damage anything. MyTheresa offered 25% discount on this (to small shoe I never can weare) as a way os solving this problem.

I bought 720 eur shoes from Mythereza. When removing the label on the bottom of the shoe, part of the leather tag was removed. I only got arrogant replies that the product has been carefully inspected by four quality people. They never comment the photos I sent and finaly refuse to any discussion althought several times promised. - There are so many good webshops available with good service and aftersale service that I do not recommend Mythereza.

I ordered from this site and recieved confirmation within minutes and was expecting shipping the next day. I checked my emails the next day and was shocked to find an email from them asking for further security verification by way of sending a photo of my credit card and some photo documentaton ie a passport!. I then phonedcustomer service and was told that it was normal practice for them to ask for this in a few cases (despite my card going through verified by visa) i told them there was no way i was sending this info but there is nothing on the site to inform anyone about this practice. They said that if i didnt provide this information within a week the order would be cancelled but I immediately cancelled anywayand told them that i would be contacting my bank and warning other customers about this to which the customer service rep replied "you can do what you like"
Awful service I then contacted my banks fraud team to make them aware and they were astonished and told me that this is certainly not normal practice

What a waste of a week MyTheresa - thank you for not putting any information on your website about what the shipping from each company means. You should put it in writing that if you're not home, you can't have the package left for you - also that you can't change the address either. Even though the local provider UPS said that it would be possible to change the address and have it redelivered, all that I had to do was contact MyTheresa. MyTheresa were absolutely no help. What an absolute joke - so much for paying extra to have it express delivered as well. Customer Service are rude and just useless.

I was interested in ordering a pair of Gianvito Rossi sandals that I had been eyeing for a while from MyTheresa. The sandals finally went on sale and they had my size in stock. So I immediately contacted customer service via phone for clarification on their refund/exchange policy just in case the sandals did not fit. The rep answered my questions and I immediately went online to place the order. I decided to use my chip enabled Amex instead of my debit/credit card for safety and security purposes since this was my first time using this site. However, I received an email about 40 mins. Later advising me that in order to process my order they would need me to email them a picture of my Amex card ALONG with a picture of my drivers license and or U.S. Passport! I immediately called customer service to speak with someone regarding the email and got the same gentleman (and I use that term loosely) who I had spoken to earlier in regards to their refund policy and he very condescendingly advised me that I could either furnish a copy of those documents via email or cancel my order. I chose to cancel my order. Why would I need to send a copy of such sensitive information to a website for order validation when I chose to use my Amex for the very same reason?!?! Not on your LIFE for a pair of $318 sandals.

I bought a 1600 euros Saint Laurent bag from the site and asked to get the original box included with it. I wrote my question to the delivery instuctions PLUS sent an email to their customer service right after my order.

MyTheresa answered and wrote that Yes I would be getting the original Saint Laurent cardboard box too. YEY I was so happy! But. Well, I did not get the original Saint Laurent box as promised, I just got the basic MyTheresa box.:(

I immediately contacted their customer service and got a reply that they are sorry and would not be able to send me the box, but would return me my 13 euros (...) of the delivery cost. WHAT. I payed 1600 euros for a bag and did not get what was promised, and 13 euros should make it ok? I want that d*mn box as was promised.

I tried to order some St Laurent boots from MyTheresa.com. I put in my credit card number and submitted it. I promptly received an email saying the item was out of stock, (although that is not what the webpage said...). Today I got a call from my the fraud department at my bank saying they charged my card anyway. I should have checked this website before I tried to buy something!

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!