MYTHERESA

I called costumer service before I ordered Valentino shoes because I needed them by Friday for upcoming event on Saturday, and I wanted to be sure that they are going to be delivered by then. The lady told me if I buy it now, 99% they are going to be here by Friday. Now it is Thursday, 21:00 pm. and I just got email from my theresa, "Hi, your order has been JUST shipped"? How it is going to be here onb Friday! I called costumer service, of course there is nothing they can do about it. This is horrible! Will not buy anyrthing through them never again!

I usually don't write reviews but I'm totally upset how bad they are. Bought a handbag and they contacted me to call my bank to get some authorisation code which is usually provided by the bank automatically so they can process the transaction? Ehm, what? The credit card was processed successfully including extra 3D security, I talk to my bank and they had no idea what I'm talking about and told me that the only thing pending is for Mytheresa to deduct the payment.
I have never had Nordstrom or Amazon contacting me to contact my bank for some security numbers which are usually obtained automatically so they can process my online transaction.
Anyway, they didn't bother telling me, cancelled the transaction altogether and the item has been sold out so I can't even use different credit card. Totally upset!

So I ordered a pair of boots and a pair of sandals from a YEEZY designer, I received 2 same pair of over-the-knee boot in size 39 in boxes of boots and sandals while Im a FR 35.5-36! I made a complaint to the customer service, I sent them the pictures of the received articles, the boxes with the labels and after that they made an "investigation" and concludes that it was not possible that one sent me his waders without boxes of items ordered. As a result, 1160 disbursed for nothing, for shoes that I can not even wear because not my size, but they do not want to give me refund

Company to put to the trash! Disgusted to have ordered from their website! I am surprised that it is provided by so much creator! Go back to Net-A-Porter!

Bought a pair of Chloe shoes 2 weeks ago and the heel fell off after wearing them for the second time. I sent my details and order number etc. for the purchase so they could see the purchase dates etc. - the best they could do was tell me that i send back to them and they will process but will take up to 6 weeks! WTF?##$%^ surely they could replace them and then send shoes to manufacturer. As the previous customer said always buy direct, don't bother with this web site. CRAP! I'm paying for the repair myseld now... ripped off!

854/5000
I bought a Gucci dress on My Theresa a few weeks ago and I unfortunately lost one of the buttons on the sleeves, which makes the dress importable.
The problem is that there is no after-sales service! When you lose a button, which makes the dress unusable here, it does not give you a new one, they just tell you they can not do anything! So I asked Mytheresa to send me a new one to replace him and My Theresa just told me that they could not do anything for me! Since I did not buy directly from Gucci, he did not get anything either!
So I stay with an importable dress of 1500!
I can only advise everyone to buy directly from brands because there you will be entitled to impeccable after-sales service and you will not pay!
It is really very disappointing!

If I could give this company minus 100 Stars, I would. I have never been taken for more of a ride than I have been with these people. I called before ever placing an order and asked what the return policy was and inquired about the sizing on a pair of boots. I was assured that the boots could be returned if they did not fit. I ordered as directed by the employee. I received the boots and called within days to alert them that the size that was sent, did not fit me. I have been told numerous times that the package would be picked up for the return to be processed and my refund issued. I have called at least every other day and have been lied to consistently by each employee. They do not seem to have any supervisors to talk to and now I guess I am stuck with a very expensive pair of boots that do not fit me. I feel completely taken advantage of and would not recommend anyone order from this AWFUL company EVER again!

BEWARE- this is the worst online shopping experience ever! If you live in the USA and need to return something you do not receive a full refund! They withhold 12% of the purchase and give it to you as a "voucher". This info is not on the returns page but is buried in the "terms and conditions" page. I called customer service to complain about the situation and to ask why I had not received my voucher. She said it had been sent but would resend it. Still nothing. I asked for a supervisor but she said none available. There are so many good online luxury retailers esp Net-a-porter. Don't bother with this nightmare of a company. Shameful.

I recently start to shop at MyTheresa. Recently I bought a pair of shoes, MyTheresa used UPS to deliver the shoes. As I was away for holidays, I have rescheduled my delivery on next Monday. However UPS has messed it all up, instead of sending my shoes on that Monday, they returned the parcel back to MyTheresa. This is not MyTheresa's fault at all, so I contacted with MyTheresa straight away on the phone and told them the situation. They told me no worries at all, as soon as they receive the parcel they will resend the parcel to me straight away. They also emailed me with the same promise as well. Few days later, instead of receiving the shoes, I have received a partial refund (total deducted my postage) for my shoes. I then have sent them 2 emails complaining this matter however received ZERO reply, then I have no choice to ring them again, the customer representitive doesn't really understand me at all and kept saying we have already refunded you. In the end I just asked my 10 pounds postage back and have done with it. Very dissapointed with the service, I hope they can improve their communication with customers and within their company so they won't mess up any more orders again!

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.

So i never take the time to write reviews unless it truly deserves it. I purchased a pair of Golden Goose shoes on a Sunday night, I received my delivery on Wednesday morning. I wrote them an email to verify the status of my delivery before and I had a reply within 1hr. I am TRULY HAPPY and I going to be a loyal customer. I definitely recommend My Theresa.com for everyone. NOT KIDDING!.

I purchased a pair of Gucci loafers from mytheresa. When they arrived they look like that had been worn. They were scratched and polish was missing in several places. I sent them back. When I finally received an 2nd exchange pair. They too were scoffed and looked worn. When I sent the 2nd pair back and requested a refund, they sent me a partial refund, less $159.00 for s/h. When called to complain about the partial refund for shoes that were worn but advertised as new, they promised a full refund. Which I am still waiting on. I wish the shoes looked as half as good as the packaging.

His 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_

#*******: AU000XXXXX

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

I live in US and was buying for the second time from mytheresa. They charged my credit card, but 3 days later I receive an email saying that my order can't be shipped until I provide some bank authorization code. I call customer service and explain to them that i have no idea what they are talking about. ( my bank had no idea as well) MyTheresas's customer service is one of those places where they read things from the screen to you and they are absolutely incapable to understand if the issue is not standard. When I asked for supervisor she hang up on me. When i called back she said there is no supervisor, he doesn't exist and he doesn't have an email( WHAT?) I asked her name so I can file a complaint, she hang up on me again. She also said that this code is needed because I buy for the first time ( lie again). Does it feel like a high-end online retailer to you?