mytheresa.com Reviews

Name: mytheresa.com
Rating: 1.67

1.7 Rating 198 Reviews

17 %

of reviewers recommend mytheresa.com

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Metrics

1.7

Based on 198 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 57%
Accurate And Undamaged Orders	Greater than 67%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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mytheresa.com 1 star review on 18th November 2024

Andrey S

"Gucci Bags - Resale Evaluation \/ Devaluation\r\n\r\n19\/June24\r\n\r\nSOLD two used (but almost brand new) Gucci Bags to MyTheresa Second hand store - Vestiaire Collective, where these were valued against a multitude of close-up photos as requested and provided.\r\n\r\nThe value estimated was already low but I agreed and shipped out to Vestiaire. (Estimate was LOW compared to a competitor's offer Farfetch but wanted to use the refund on a bag available only with MyTheresa).\r\n\r\nOn receipt, they deducted another Euro 36- stating stains\/blemishes which were already quite visible in the high-resolution photos originally provided for the first estimation.\r\n\r\nThis is their reply... has been found as almost compliant to the description and photos: multiple stains on the main compartment. Micro scratches on the hardware. Discreet marks on the clasp's leather parts.\r\n\r\nUnderstand that I agreed to the terms that the estimation can be devalued upto 20%, but what is disgusting and deceiving is that you are not allowed to reject their 2nd evaluation even though it was confirmed via e-mail that YOU COULD, before starting the process \u2026\r\n\r\n14-Jun-24 \u2013 09:41 CEST \u2013 June R wrote \u2026\r\nConcerning your next questions, you can of course refuse the final evaluation. So, once the item is refused, then we will return the item to you for free.\r\n\r\nUnfortunately, I felt this was quite deceiving and a low blow from such a high-end shop for Euro 36- knowing that you are about to spend the sale value at their shop. It's not like getting a cash refund.\r\n\r\nMyTheresa \u2026 it's the FIRST and LAST time.\r\n\r\nContinuation on... 21\/Jun\/24\r\nThis SLEAZY bunch also had the nerve to come back stating I was addressing the complaint to the wrong company, where one can ONLY access the RESALE SERVICE thru the MyTheresa website and all correspondence SHOUTS out MyTheresa \u2026 how LOW can they go?\r\n\r\nKEEP AWAY FROM MYTHERESA AS ONE DAY YOU ARE BOUND TO FEEL THE PAIN.\r\n\r\nTip for consumers:\r\nYes ... this company has a 9% one-start rating on Trustpilot and what boils my blood is that they come back stating that my review was addressed to the wrong company, yet the RETURNS DEPARTMENT can only be accessed thru their website, and the credit is posted to their website.\r\n\r\nThey should acknowledge their issues and try to correct them not hide and deflect.\r\n\r\nCannot stand such ungrateful\/deceiving low lifes."

mytheresa.com 1 star review on 21st June 2024

NAJOUA SPITERI NAILI

mytheresa.com 1 star review on 25th March 2024

Anonymous

mytheresa.com 1 star review on 16th March 2024

Alisa

Anonymous

Anonymous // 01/01/2019

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mytheresa.com 3 star review on 3rd August 2025

Helpful Report

Posted 1 day ago

“Extremely poor customer service for a so-called luxury retailer. Refunds are slow and unreliable — in one case, a returned item was “lost” and only processed after multiple follow-up emails. The returns process is handled with unprofessional and dismissive communication. Instead of offering support, the tone is often impolite and rigid. For a company selling high-end fashion, the customer experience falls far below expectations. Not recommended.”

Helpful Report

Posted 1 week ago

“I have been shopping with Luxury online retailers for decades. Since Matches closed down, I have been using MyTheresa more (have been a customer for many years but preferred to use UK for faster shipping previously). I am absolutely stunned to see that because of my return ratio, I can now only shop with them if I use wire transfer and cannot use a credit card. Online shopping is a place where you are supposed to be able to try things on at home with no obligation to buy. No-one knows if something suits you or fits right from a photograph so of course things get sent back. I placed a large order yesterday for thousands of pounds and there were 9 items in my order and they have blocked it unless I pay via wire transfer. I will not lose my payment protection so I won't place the order - reading the reviews here many feel the same and this company is just losing business. If they don't like the return rate, they should just remove the free shipping/returns from your account!!! I will go back to shopping at alternative online sites for my items until they change this policy. I have never heard anything so ridiculous in my life and this is at a time where luxury shopping is extremely challenged in the market so I would think they need more customers not less!!!”

Helpful Report

Posted 2 weeks ago

“Disappointing – Threatened with Account Suspension Due to Returns I’ve been a regular customer at Mytheresa and was generally satisfied with their selection and delivery. However, my recent experience has left me very disappointed. I received an email warning me that my account could be suspended if my return rate remains “high.” This is quite surprising, considering that returning items is a normal part of online shopping — especially in fashion. Mytheresa offers products from various international brands, each with different sizing standards. Unfortunately, the size descriptions on the website are very generic and don’t reflect these differences accurately. As a result, it’s often necessary to order multiple sizes to find the right fit. Instead of understanding or offering personalized support, I was met with a generic warning — which feels unprofessional and unwelcoming, especially for a high-end retailer. I’m now reconsidering whether I want to continue shopping with Mytheresa. This is not how loyal customers should be treated.”

Helpful Report

Posted 2 weeks ago

“Hi guys I got scammed by this company I ordered a jacket and I did not receive it only being told stories of a backlog in their orders which is a big fat lie”

Helpful Report

Posted 3 weeks ago

“I ordered an expensive blouse and never received it. On the Mytheresa.com website it states "delivered"; however, under "track your order here," it states that it is "on hold" in customs. Despite numerous requests to the company's customer service department, the company refuses to follow up or do anything about it! The company won't even call DHS (its chosen delivery method) or call customs to ensure that THEY provided the correct paperwork. The blouse I ordered was over $1200. I have spent thousands of dollars at this store over the years -- too much to count. I will NEVER order anything from this company again!”

Helpful Report

Posted 1 month ago

“Same experience as many others. Order blocked and only payment method is by wire transfer - to Germany! Perhaps if they provided better product descriptions and customer reviews so potential purchasers could get a sense of how items fit / quality etc, they would be experiencing fewer returns. Why should customers take credit risk on MyTheresa and lose all their rights - they could follow in Matches footsteps - with my money in their bank account - NO THANKS. And no warning of this change. I have been shopping with them for many years and doubt my average return rate is higher than the overall average. I will stick with Net a Porter - MyTheresa is now YourTheresa but definitely NOT mine.”

Helpful Report

Posted 1 month ago

“I ordered a pair of jeans. I tried them on and thought they fit weird. I always go by measurements not by sizes. I know my exact measurements. Their measurements on their size chart says waist is 34.65 inches and the hips are 44.09 inches. I measured the jeans and they’re in fact over a size smaller. The waist is 33 inches and the hips are 43 inches. I asked if I could exchange the pants because they made an error in their size chart. I initially trusted they had provided the correct information didn’t catch the jeans were a completely different size right away. Customer service said too bad they’re final sale and it’s too late. Sorry but if you make an error in your measurements that is in fact your error. I didn’t even want to return them I just wanted to exchange them. For almost $600 I’m not buying the larger pair. I’ve spent thousands of dollars with this company and it’s extremely disappointing. They don’t lose any income doing a simple exchange. This is the second quality control issue Ive encountered with this company. The jeans are still in brand new condition with tags attached. There are so many other similar e-commerce companies I just won’t be returning to Mytheresa. I’ll take my business elsewhere.”

Helpful Report

Posted 1 month ago

“I’m very disappointed with my experience ordering from Mythreasa. Not only was the delivery delayed well beyond the promised timeframe, but I was also misled by the representative throughout the process. I was assured that the item would be delivered within a specific window, which was important to me due to a time-sensitive event. Despite repeated follow-ups, I was given vague or inconsistent updates, and in the end, the product arrived much later — and not as described. It felt like I was being strung along rather than given honest communication. This kind of misrepresentation is unacceptable for any professional brand. I expected transparency and accountability, but unfortunately received neither. I would not recommend Mythreasa to others based on this experience. If you’re considering ordering from them, I suggest being extremely cautious.”

Helpful Report

Posted 1 month ago

“Can’t believe the arrogance of this company! I’ve ordered loads from them over the last 10 years but now I’ve had my order blocked unless I pay via wire transfer! Last year I was shopping for a really special dress and returned quite a few so suspect this is the reason but it doesn’t make sense. Are they saying that if I pay by transfer I can’t return it? Bad attitude especially in the current climate”

Helpful Report

Posted 1 month ago

“The same experience here. I have been ordering many times from Mytheresa.com. Last time, february 2025. Since then i cannot place my order. Whenever i tried to pay by any credit, debit and even virtual card, my payment is blocked and could not be processed. To my surprise, i have been receiving any information via email - which was strange to me. To my surprise, I finally found it in junk. And the explanation? “Unfortunately, we are unable to provide the selected payment service. The availability of our services may vary for each customer based on criteria such as return history. A full refund has been issued to your original payment method. We sincerely apologize for any inconvenience this may have caused you. To still receive your order please use our wire transfer payment option….” You must be kidding me. This is absolutely horrible customer service experience, and I will not continue being the client of Mytheresa eshop. Sorry…”

Helpful Report

Posted 1 month ago

“Terrible refund process, terrible company, customer services is useless, not listening and my impression is that they only want your money. Once you paid than you have no consumer rights.”

Helpful Report

Posted 2 months ago

“I had the same experience , asking for a wire transfer because I made ONE return in the past year. Even if I had made a million returns, asking for a wire transfer is sooo sketchy. So ridiculous. They lost me as a customer”

Helpful Report

Posted 3 months ago

“Very bad customer service”

Helpful Report

Posted 3 months ago

“Recent similar experience to the majority of reviews on here. I have been a loyal customer to MyTheresa for a number of years now. Of course over the course of that time i have made some returns but not an amount that could be considered excessive. I received an exclusive pre-shopping email and placed an order with my credit card and within an hour received an email advising my order was blocked and i needed to pay by wire transfer due to my excessive returns! I called customer services and asked if i could pay by debit card or an alternative credit card over the phone but was told a wire transfer was the only option and my future orders would also need to be paid in the same way! Very disappointed as i have always loved MyTheresa but will not be shopping there again”

Helpful Report

Posted 3 months ago

“Horrible after sale service. They refuse to refund for faulty items.”

Helpful Report

Posted 3 months ago

“purchased a high-end winter jacket from Mytheresa, only to discover a serious material defect shortly after minimal and proper use. Despite following all care instructions precisely, the jacket became unwearable in a way that clearly points to a product quality issue. What followed was an exhausting back-and-forth. Mytheresa refused a full refund, offered conflicting statements about cleaning options, and even withheld the jacket without my consent. Weeks passed with evasive responses and inconsistent reasoning. Eventually, they offered nothing but a “store credit” — even though the law entitles me to a refund to the original payment method. As a customer, I am not only disappointed — I am alarmed by how little regard Mytheresa shows for consumer rights under European law (such as § 434 BGB and § 985 BGB in Germany). They deliberately delayed responses and ignored legitimate claims in what appears to be a pressure tactic. A luxury retailer should uphold higher standards — in product quality and in customer service. Mytheresa has failed in both. I strongly advise others to think twice before shopping here. If something goes wrong, don’t expect them to take responsibility.”

Helpful Report

Posted 3 months ago

“They blocked and cancelled my order due to past history of returning my purchases with them. I have been ordering items from them since 2019 and have returned some items from some of the orders over the years with no issue. I was taken aback when I tried to order last week and it was cancelled. They wanted wire transfer and no credit card payment. It sounded suspicious that an online retailer will expect their customers not to have any returns and then insist on wire transfer. Please be careful when buying online from them and best not to wire money to the company. Something is brewing..”

Helpful Report

Posted 3 months ago

“Be careful of losing your consumer rights!!! My order was refused for payment via credit card. It seems that as I have previously returned items I no longer fit their preferred customer profile. They will accept a wire transfer however this removes the security under the consumer credit act. I found out that a lot of people are not getting their money back.”

Helpful Report

Posted 4 months ago

“I had the same experience as many of the reviewers below. If I could give no stars I would. I placed an order and it was cancelled. I thought it must be an error on their part as I shop online at expensive websites quite often, so I placed the order again. The same thing happened. I don’t shop at MyTheresa that often but have in the past and have not returned many orders, but it turns out my order was cancelled dut to “excessive returns.” A complete misrepresentation of my past transactions with them, and as others have stated, if one is shopping online where you can’t try something before buying, especially when spending top dollar, the vendor should expect returns and exchanges. What the heck is going on with this seller. Are they going bankrupt? Very sad!”

Helpful Report

Posted 4 months ago

mytheresa.com is rated 1.7 based on 198 reviews