MYTHERESA

My experience with mytheresa has been nothing short of a nightmare! Please avoid using this website. I made a purchase on November 14,2017. I never received the package due to complications with UPS. I order online all the time, and have never had delivery issues to my building. UPS never attempted to deliver the package, but instead shipped it back to mytheresa. When I called customer service they offered to re-ship the package via DHL as a courtesy to me after my bad experience. I told them that if the package was not shipped via DHL then I would like to be refunded immediately. They sent me an email confirming my request, and I was told that someone would get back to me either way. I did not here anything from them after sending an email in reply. When I called mytheresa I was told that my package was re-shipped AGAIN via UPS. I immediately asked for a refund which they refused to give me, stating that the package was shipped out and had to be sent back to them before I could be refunded. I went ahead and checked the whereabouts of the package with the new tracking number provided... the so-called "package" is "ready for shipment" (meaning it has yet to be shipped). To add insult to injury, when I called back to express my displeasure I was yelled at by one of the customer care agents, who promptly hung up the phone in my ear. It is 9 days after I made a purchase for 525 on mytheresa, and I have got nothing but bad treatment, disrespect and a lot of headaches. An absolute nightmare! Never again! I just want my money back! I decided to write this review immediately to let others know, and avoid this website at all cost!

I live in the US and received my order in 3 business days. The item was BEAUTIFULLY wrapped! I purchased shoes that were sold out across the country... never having had the opportunity to try them on in my size, I was worried about the fit. The package came with a return label and folder with detailed instructions on how to return. Luckily what I ordered fit me perfectly but now that I know how seamless it is to order from this website I will definitely purchase again with them in the future! LOVE!

Yes it is! I bought a gucci bag 2 days ago from mytheresa and ofcourse i was concerned about it. You know spending a lot of money for your first experience with an online website is a hard thing Lol! BUT I WAS SHOCKED! They delivered it to me in 1 day and a 1/2! Even when i'm living outside the Europe union(Saudi Arabia) In a really really great, professional packaging! And the bag was so good WITHOUT ANY SCRATCHES. I recommend this website to everyone

I ordered a pair of Valentino's from the website and it came in fairly fast. I got the shoes for my girlfriend and I ended up getting the wrong size which is completely my fault. But mistakes happen. First thing I ordered a pair of shoes that cost me $995 CAD and i had to pay nearly $250 CAD which I was unaware of. This is still not the reason I am annoyed though. I contacted them and asked if I can exchange the shoes for another product in a different size, they informed me it must be the same product only which is a horrible exchange policy. I then agreed and said okay I want a size 36 instead of a size 37. They informed me that they do not have my size in stock. But wait I have to get this done before 30 days or I cant get my money back and they don't have the size I need.

I am left with one option, return the product. Which I am fine with but I am now going to lose $250 CAD because I do not get my Duties and taxes back that i paid for. I understand it is not them who charges me this but this is a result of their horrible exchange policy and even worse customer service. After emailing them back and fourth and asking to speak to a manager I was told they would tell me the same thing and eventually they just stopped replying to me after only 3 emails.

I will never shop here again and I cannot believe companies like this are allowed to operate and restrict consumers so much and then just ignore them.

I am a new customer for this site and have ordered 4 items from them this year -- 3 pairs of Tod's shoes and 1 Fendi bag charm. I am surprised to see how low their overall rating is. I have had nothing but excellent service from the company -- although sometimes I receive the confirmation/shipping emails after DHL sends me an alert (not a big issue). Returns are free from Canada which I am very happy about. I wished I could pay for the DHL duties on their website ahead of time, but it hasn't been an issue for me to pay DHL separately. Love the items availability, but I wish they carried even more stock for certain brands.

I have been a customer of my thereasa for about 5 years having had quite a few deliveries over the years I had returned the odd item always making sure it was raped properly and returned correctly. I placed an order and when I received an email from DHL it did not give me the option to collect my parcel from a collection point when I called DHL they explained that on all orders the company my thereasa had stated no UK orders can now be collected they have to be delivered to the address, I called my thereasa and was told by there customer service that the UK is the worst country for fraud I could not believe this was said to me WHAT AN INSULT OMG! I cringed and could'nt believe she said this to me how dare my thereasa tar all British people as thieves like this, she made it sound as if we are all thieves and the UK is the only country they do this with, if I was going to steal from them I would not have waited 5 years I took this comment as a racist one against my nationality which I am proud of I received my order promptly returned it and requested my refund, I have now closed my account I will not deal with or do business with my thereasa again my thereasa is a German company they need to look at there history they have nothing to be proud of, absolutely NOTHING wHERE AS GREAT BRITAIN has everything to be proud of Helene

I was sooo scared to order from MyTheresa due to all the negative feedback.
I live in Toronto, Canada and made an order for Maison Martin Margiela shoes and within 24 hours I received a shipping number.
I was also nervous that it wouldn't come for the day I needed it... which was April 9 for my birthday. The expected delivery date was April 3rd and I placed the order on March 30th. The shoes actually arrived on April 3rd, exactly when I needed it for. All the way from Germany to Canada.
It came in a box well proctected and wrapped beautifully with a nice ribbon across. It also included a thank you card from MyTheresa. Best part is the shoes are 100% authentic.

THANK YOU SO MUCH MYTHERESA!

I will say, I was initially hesitant and nervous to order from this site only Bc I saw recent bad reviews but I equally saw good reviews. The bad reviews were very recent. I was told by a personal shopper/stylist it was a reputable site to shop from and all items authentic and not a scam. So I tried to place my order 3x but my bank put a hold on it and warned me not to and be careful, and re read the bad reviews to me, they talked me out of it, saying 3tries then something must be wrong. I think the bank was just hating, so I did it through paypal, surprisingly it went through and PayPal has buyers protection. 4th time was a charm. I needed these balenciaga shoes for an event and sold out everywhere, mytheresa was the only site who had them. Anyway, I live in NY I place my order Tues, got my shoes Thurs so fast! Shipment process kept me very informed, texted and emailed me every step of the way until my order was delivered! The best part was the presentation! I opened one big brown delivery box, to a beautiful mytheresa white bow ribboned box, with a beautiful booklet with invoice papers, return instructions and papers and stickers. Then a thank you card, on top of a balenciaga shoe box, inside was another card with trying on intructions in case if u want to return, my dust bag, extra heels caps and my balenciaga pumps in perfect condition, no defects, serial numb etc & they fit perfect! The same exact shoe I saw in Saks, but they only had one 35, not my size... I analyzed everything! I'm so happy with my purchase from mytheresa.com they are true to their word, very attentive! They are "official tissue" a NY slang Lol! Im so glad I didn't listen to the bad reviews or my bank. I will be a return customer of mytheresa.com Thank you so much!

I ordered in item that has been been shipped and delayed in transit for a month. Customer care - and I am hesitant to use those words - give the same line each call, there is never a manager on duty and impossible to obtain the help from one. They keep no customer call logs and despite being told 4 times that the care agent would handle my case and get back to me, never have they called. They hide behind email with the same lines. I am so incredibly disappointed not so much that I did not receive the merchandise but rather their lack of concern or care for me the customer. This independent is owned by Nemian Marcus Bergdorf Grouo - and not at all on same customer care platform we have come to expect from NM-. Mytheresa fails to deliver - no, pun intended.

I am here to complaint about mytheresa.com's services, I have bought a pair of shoes order#uk*******, 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 will never buy from mytheresa again, I was valued by other shopping web, they provided easier, faster, better services, and they do care.

This is like an nightmare, 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.

Make sure you think billion times before you placed order with them.

When you order something and they make you pay at least 13 euros for delivery in europe with a delivery time 2-3 working days and you get your parcel in SEVEN days thats not professional. I emailed them and all they had to say was sorry and apparently was due to weather. Well guess what. It only snowed one day in my town in greece but on that day my parcel was still in milan.
I dont think i ll ever buy from them again. You see other websites like Forzieri, Farfetch even Raffaello network, where you pay a lot less for delivery(even nothing at all) and you get your parcel on time. I. e i ordered something from farfetch a few days earlier when the weather was a lot worse and got my items on time.

I ordered and earring for my daughter and it arrived looking very different than the picture, i called and returned immediately just find out a few days later that they wont accept a return due to damages... I did not even open the box, one look, called their office and returned it. This is a bate and switch company. DON'T do it.

I was very nervous about ordering after reading some reviews but I'd already placed my order for a MCQ top, it came from Germany to the UK 2 days after ordering, very fast shipping which you could track and the item came perfect, gorgeously wrapped up with a thank you card and a package of your order summary including a return form. The t shirt is lovely and exactly what I ordered. I would reccomend this site to anyone in the U. K. as my order and a friends order came perfect. People who say the items are fake isn't true as the Theresa store is in Germany! My item is gorgeous and I hope everyone else's is. Would definitely reccomend