MYTHERESA

I bought a sweater from MyTheresa recently and decided to return it. The delivery to the US was fast. I returned to MyTheresa and the whole process of the return and the credit took approximately ten days. I was very pleased with this company and will buy from them again. Now I await my bill from DHL but I knew when I returned it that it would be my responsibility as I have made purchases overseas before. Very pleased with this company.

Would never use this website again and would strongly recommend anyone to stay away. I placed my order and the money was taken straight from my account to then receive an email asking for me to send a picture of my debit card along with a form of photographic identification. Though this was strange but done so anyway with the last 4 numbers covered, woke the next day to an email saying they cannot put my order through still awaiting my money back. Terrible service stay away!

I had purchased a sweatshirt in an xs... the original purchase was a little to small... i sent back the original purchase, then used the store credit to purchase the small... they ended up sending the xs (wrong size) back to me... when i contacted customer service, they gave me an attitude and hung up on me when i was trying to explain the situation. I'm an avid online shopper... this has been the worst customer service! Especially when it's their mistake.

I purchased from mytheresa.com and it was the best easiest experience I have had and I am an avid online shopper. I received my Nike AirMax Sneaker Boot that was sold out in the US in my size and they are authenticate.! I will order from them again they house some of the most prestige designers on the runway in fashion and if high fashion Stella McCartney, Prada, Gucci & the list goes on & on are your thing they are 100% certified legit!

This is the first time i shopped in this website, I bought a pair of Valentino Rockstud Kitten heel-pumps. Accually, I was worried after I read a lot of negative feedback. But the price was very attractive, so I decided to try it for the first time. Fortunately, it was a successful shopping; the shoes were packed in the original box and it didn't lack any accessories, and there were 2 exterior boxes to protect the original shoe box. Very safe. High recommend.

I found a very visible loose stitch from the handle of the Balenciaga bag I purchased from mytheresa on my first use so I contacted their customer service to ask about their exchange policy and this is what they replied:

Thank you for your message. We always make it a point to inspect each item very carefully before sending it to our valued customers and we "apologize that your bag has a loose stitch now..."

Please send us pictures of the "damages" so that we can find a solution as quickly as possible.

Well I don't expect a must success rate in exchanging the new bag because I do take into consideration of the company's exchange policies but their customer service with assertive tones and presuming the loose stitch I mentioned as a "damage" instead investigating whether it is truly a defect is just unexpected and totally unacceptable coming from a top luxury retailer like mytheresa.

I bought two shoes from them. They were faulty and there are some scratches on it. I contacted them for this and they suggest me to return them. And they confirmed and promised to pay custom expenses that i paid worn and faulty item.
I returned it. They denied to pay custom expenses eeven though i have recieved many mails saying they will pay it.
I contacted them and let my complaint, they don't answer properly.
They cheated me and lied to me about what they promised. I lost 70 euro for nothing.
Don't shop from them!
I never saw a customer service like this. They don't respond it when they have to take responsibility for what they caused.
I think managers and policy of mytheresa are like this. Because no one cares mails and answer serously and fulfill what they have to.

I have bought a couple of things from Mytheresa and was happy with the fast delivery and items I ordered. They weren't perfect but I didn't want to go through the hassle of international returning. My third order really didn't fit so I had to return. Before I returned the items I asked directly whether duty and taxes were refunded but didn't get an answer from customer service other than a link to their Returns page which sidesteps the issue. The actual information about how they are not refunded was in small print way down at the bottom of another page - Terms and Conditions. Not many people get around to reading the small print. Anyway I made the return and ended up losing a substantial amount of money as taxes and duty is considerable for international shipment to Canada. At first I was told I would get a voucher for the duty paid but then I was told this was a mistake. If you are sure the item you order will fit, or if your country has negligible duty and taxes then by all means order from Mytheresa. If there is the smallest chance you have to make a return then do not. US companies are much more sophisticated with returns and refund duty and taxes as well as the cost of the item. Some even refund the exchange rate at the time of the order.

This is the first time I tried with this website, and I am extremely pleases with the product and service. They are very speedy, efficient and professional, and and with great costumer service. Every time I tried to contact their customer service, I got response within hours. For those who travel temporality in EU, they provide tax refund form as well, which most on-line shopping sites do not provide. I will definitely recommend this site to anyone! The products are fabulous too.

MY EMAIL TO MYTHERESA! AT BELOW THE MOST HORRIBLE ONLINE SHOPPING SITE. WORST CUSTOMER SERVICE EVER. DON'T TRUST THEM! NO MATTER HOW GREAT THE PRICES MAY SEEM TO BE, IT'S NOT WORTH IT!

Hi there, I like to take this opportunity to inform your company that my country takes a lot of pride in ensuring security is in place for online transactions. My bank will send an immediate SMS message in less than 60 seconds whenever there is an online transaction made even the transaction amount is less than fifty dollars. If there is a suspicious transaction, we are able to inform immediately because they provide 24 hours phone assistance in such matters. On the other hand, I am not too confident with how your company does verification after making me sending a scanned copy of my identity card and credit card (revealing only the last four numbers). To think that your company is holding the most personal information of a customer, and I really wonder if the finance department did a proper check with the banks. I believe if your company has made a thorough verification through proper channel as in checking with the bank, there is absolute no reason to cancel my order.

Truth to be said, I called the bank on the 27th May, and they informed that there is no update from the merchant to release the amount that is put on hold.
You can stand on the policies of the company, I am a customer who is giving the feedback and to highlight my doubts in how the finance department handles the verification process. I am at the losing end for submitting my very personal information to an online shop and having to say all these, this horrendous experience has convinced my friends not to place any orders at mytheresa. Don't underestimate the power of word of mouth, and I should have known better despite reading all the negative reviews of mytheresa.

TODAY is 2 JUNE! No update from mytheresa to contact the bank to cancel the credit that is put on hold. THIS COMPANY IS ABSOLUTELY INEFFICIENTLY USELESS IN CUSTOMER SERVICE.

A friend who has recently placed an order, received no update on the confirmation on the purchased item or any request of verification besides a receipt number for more than two days. She has only been informed the order has been cancelled after she has emailed them.

Please function properly as a professional online shop if that is ever an intention to be one. Take a cue from your counterparts like LNCC, Net-a-porter in handling customer service and prompt service. Let's not pretend to be one when the customer service does not provide service to resolve a customer's enquiry. If the customer service is only to provide "thank you" and "sorry", you don't have to employ humans for such jobs, I'm quite certain auto- bots are able to function just the same.

I ordered a headband of Valentino in RED color in Mytheresa and received BLACK headband. When I wrote my complain I got such reply from customer care: "We always make it a point to inspect each item very carefully before sending it to our valued customers". What does it mean that I'm not valued customer? I asked to delete my account and they said no problem. Absolutely unacceptable service. I didn't get right level apologize and they are don't care about they customers. This company should change staff in customer care.

Buyers stay away from this site. I ordered a Valentino bag recently in red and they sent me a significantly different color_ fuschia/hot pink. Of course I returned it back however a couple days later I got an email saying "This is not our product and so we sent it back to you." How can it be not theirs when I ordered it from their website. I am very disappointed. Although I read a lot of negative reviews I decided to go ahead and give it a try because they were the only ones carrying that specific handbag I was in love with. Had I known I would get in a trouble like this I would never ever buy it from them. I am very upset at this point so hope that it helps those who are trying to buy smth. From their site.

It's absolutely horrible! I've paid $770 for a balenciaga bag and I was emailed the receipt and I was so excited for my order because I've had my eyes on that bag and I've yet to see it anywhere else but then they asked for my credit card info and ID for security reasons wich I did send them immediately. I got an email the next day stating that I didn't provide them with the info they wanted so they cancelled my order and have yet to give me my money back I've sent them an email which about that issue and I've yet to receive a reply!