mytheresa.com Reviews

Name: mytheresa.com
Rating: 1.92

1.9 Rating 142 Reviews

24 %

of reviewers recommend mytheresa.com

Company Reviews

Questions

Metrics

1.9

Based on 142 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 60%
Accurate And Undamaged Orders	Greater than 69%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Write Your review

Tell us how mytheresa.com made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“While I realize I should have one you can't make a purchase with Mytheresa without a cellphone.”

Helpful Report

Posted 1 day ago

“Same for me - payment card rejected - account blocked for no reason. No acceptable explanation from customer service person - only way is by bank transfer to Germany - unacceptable given potential fraud.”

Helpful Report

Posted 1 day ago

“I have also just experienced the same ‘blocked payment method’ issue. I’ve been a loyal customer for a few years and more so since Matches went under. I had no clue that there was a penalty for making a return. However, according to the agent it’s due to a ‘system issue’ at their end. I won’t be making the wire transfer. And I won’t be ordering from them again. What a very strange method of operating an online retail business.”

Helpful Report

Posted 2 days ago

“Wow what an awful experience and where do I start.... On the 30th August 2024 I ordered an off the shelf Self Portrait wedding dress for my wedding in December 2024 (£480). The dress arrived and upon examination it was noticeably defective. The material was badly worn away in places and almost looked like big holes in the fabric. I contacted Mytheresa and duly provided pictures of the defects and the tags still attached to the dress. The return was accepted and a replacement provided by Mytheresa. I attended my scheduled dress fitting in November (simply to take the dress up an inch or so) and my seamstress spotted another defect on the replacement dress. I immediately called Mytheresa and duly provided pictures of the defect and tags still in tact. Mytheresa accepted the return however, did not have a replacement dress in my size available. Furthermore, the item was no longer available from any other retailer. Time was of the essence therefore, I had absolutely no choice but to exchange for a larger size and incur further alteration costs. In addition, I had to pay in full for a new dress as Mytheresa would not send out a replacement until the defective item was received by them. I was running out of time and needed the dress asap. I'm now just short of a £1000 out of pocket and have no dress for my wedding day in a couple of weeks. I exchanged numerous emails with Mytheresa throughout the whole of this and they showed no empathy to my situation caused by the supply of two faulty items. Despite promises that the new dress would be sent express delivery it took almost a week to arrive. Again, lots of phone calls in this time and no empathy or efforts to try and help me. The item was a two piece and knowing that they could not (or should not) sell the faulty item to another bride I returned the larger jacket and the smaller skirt as I no longer had the time to make the alterations to the larger jacket. Despite the circumstances Mytheresa refused to refund me. We communicated over email and they always referred to policy however, they could not provide the section of the policy that deals with leaving a bride completely in the lurch on her wedding day due to their lack of quality control and customer service. As Mytheresa refused to refund me I asked how best the items could be returned. They returned the dress via DHL and I received a bill for £217.40. Therefore, that's £697.40 for a defective wedding dress that can not be worn. I will never order from Mytheresa again and I will share my experience with others so they don't have to go through what I did on the run up to my special day. Also I don't rate them 1 star, I rate them -0.”

Helpful Report

Posted 2 days ago

“One way to lose loyal customers. I have been a customer since 2012 until now when after trying to purchase a dress I was told my account is blocked and I can only shop using bank transfer. This was apparently because of high number of returns on my part. The thing is I am between sizes and always buy the items I want in two sizes and then send the one that doesn’t fit back. Apparently, I was supposed to ask for an exchange! Firstly, no one explained to me previously that you can get penalised for returns and secondly it takes longer to exchange an item - you have to wait for it to be received so that they can send another one. I often buy just before a party or a holiday so don’t have a week for a replacement to be processed. It’s faster to order two sizes and send back the one that doesn’t fit. When I tried to explain I got the same reply again and again - the system is set up this way and there is nothing they can do. It would take a human being to look at the history of my orders to work out what was actually going on but ‘computer says no’ and human beings can’t be bothered. Well, in this case there are other luxury retailers available! I’m not using wire transfer as it offers no customer protection in the same way credit card does. I rarely leave reviews but this time really felt I needed to post this. After years of loyalty and thousands of pounds spent with this company I was treated as some sort of scammer not to be trusted again.”

Helpful Report

Posted 4 days ago

“Total scammers I asked for refund literally the day I placed and order and they simply try to twist everything without giving my money back. Provided transaction id everything needed for a refund and still no refund”

Helpful Report

Posted 5 days ago

“FRAUDULENT / BEWARE - Horrible scammers posing as real company - DO NOT BUY ANYTHING FROM MYTHERESA.COM”

Helpful Report

Posted 1 week ago

“Terrible experience”

Helpful Report

Posted 1 week ago

“Don't send them Iban transfers .They are blocking your orders if you return items. They then ask you to transfer them by bank transfer! That way they waiver their fees and you have no consumer rights on returns/refunds. Luckily I got my refund but it seems others aren't so thats bad. Seems like this is a genuine review platform with a rating of 1.9* whilst on trust pilot they are getting fake reviews to outshine the 1* reviews keeping their rating up. Boycott them and shop at companies that enable you to have consumer rights and don't block orders if you have returned items in the past. I am fond of Germans, they take pride, have logic and morals, but this company is going down, lost all respect for this Germany company.”

Helpful Report

Posted 1 week ago

“I had the same experience as other reviewers - I tried ordering something and my order was blocked three times. I called and they said it was due to a new system update and that I could wire payment instead. Completely ridiculous - I guess they don’t want people who have returned items in the past to shop there at all!? There are so many other retailers to order from, so it is mind boggling that they would alienate so many customers in such a competitive market.”

Helpful Report

Posted 1 week ago

“They hay a Great Service , until recently payments don’t go through for some reason ,and you must make a bank transfer which takes more time!! unfriendly telephone service”

Helpful Report

Posted 1 week ago

“Similar experience. I’ve been a MYT customer for years and have always used my Amex but now they are blocking orders paid with using this exact card. If this relates to returns why claim you can make easy returns if not happy with purchase?! Absolutely ridiculous. No one is going to wire money over. Need to sort it out.”

Helpful Report

Posted 2 weeks ago

“Same experience as many, been a loyal customer for years, spent huge amounts with them, place an order, gets cancelled saying they will only accept wire payments, make a wire payment HSBC won’t release it as says company is flagged as fraudulent and listed as closed on companies house. After chasing the bank for 2 days and trying multiple routes finally MT admit it’s not the bank preventing card payments it’s them. God knows what’s going on, smells like another matches to me. My friend is still stuck with her last matches order where they sent her the wrong size shoes before going under….”

Helpful Report

Posted 3 weeks ago

“****FRADULENT COMPANY, ITS BEEN OVER 4 MONTHS AND I'VE STILL NOT GOT MY MONEY BACK**** Summary: Long time customer, they rejected my American Express card, requested an IBAN transfer, biggest error I made, sent an IBAN, sent the goods back to them as didn't suit, they confirmed received them back and that they refunded the money to someone else and REFUSE to do a proper trace to find out who they sent it to as it wasn't me. SMELLS FISHY TO ME! Why would they not want to shine light on where they sent my money? I can't help but wonder how many others they have done this to? No official complaints policy, company out of Germany, the worst customer service team, based out of America, Spain, Philippines. Literally the senior staff have no logic, don't know how they got their jobs quite frankly and there is no "care" so not sure why they bother to use that in their email. What are you hiding Mytheresa?? I requested a MT103 and its been over 2 months and you still haven't provided me with details as to where you are sent my money!!! Super fradulent activity going on here. Where are you sending peoples money?? Getting my case ready for court.”

Helpful Report

Posted 3 weeks ago

“I had a disgusting experience with this store. We ordered a MARINE SERRE brand jumpsuit. It turned out to be literally disposable: after the first use, there were cracks and arrows from the collar. That is, we didn't even have time to wash it - it's obviously a factory defect. I contacted the brand - they confirmed the problem, but said to contact the store. Mytheresa replied that their experts concluded that we had misused the product. How? Put it on your body instead of putting it in the closet? After that, no one responds to my emails and messages anymore. I was even ready for a refund in the form of a deposit on the website, but the store begs. This is disgusting service and just disgraceful actions by a store with such an audience. I will be sharing this story until I get a refund.”

Helpful Report

Posted 3 weeks ago

“Same as mentioned here couple times: blocked my order, I can either pay with wire or they’ll cancel the order. I called customer Service and it appears they’re trained to give the same repetitive answers that they had a system update “some time ago” and they can only accept wires payments from some accounts. I asked about 4 times when this update happened and they kept repeating “some time ago”. Imagine they go bankrupt like matchesfashion and you wired them money and made a return. You’re left with nothing. I feel like they have money issues. I do think it’s foremost a matter of Returns but them having g financial issues. I’ve been a very loyal customer for YEARS and spend thousands 2024 alone. I’m shocked! Be aware if you wireAND return and the company goes bankrupt you’re left with nothing”

Helpful Report

Posted 4 weeks ago

“I ordered a pair of shoes which did not arrive. Instead of sending out a replacement pair once I raised that I hadn't received the shoes with MyTheresa, or offering a refund, the customer service team has been unresponsive, or obstructive and obfuscating for weeks. I finally received information that their delivery service had sent the shoes to a random stranger. I have repeatedly asked MyTheresa for a full refund and they have blatantly ignored my request. They have replied to several emails ignoring my request for a refund. The shoes have apparently been located and MyTheresa want me to pick them up inspite of having I purchased a delivery. I will never buy another item from them and would advise anyone to avoid the stress of dealing with this company. There are many more retailers out there who are a pleasure to deal with and who meet their legal obligations. Six weeks since I placed the order I still do not have shoes or a refund. Shocking.”

Helpful Report

Posted 1 month ago

“The same is happening to me. They block orders just because I have recently returned items. I have been a loyal customer for years. They now block me and ask for wire transfer. They will only give you official answer saying the offer to customer is based on different criteria including aspects like account activity, purchasing behaviour and environmental considerations.”

Helpful Report

Posted 1 month ago

“I have been a loyal MYT customer for many years. They accepted my most recent order by cc only to email me shortly after saying that my order will only be fulfilled if I wire transfer them the money. This honestly sounded like a scam! Who wants to wire transfer money?! When I called them to ask about this they looked up my account and said this is a system update and they have no more information than that... Clearly they are targeting certain customers. I spend tens of thousands of $ a year at MYT and similar sites. I have certainly returned product when it doesn’t fit, but my spending certainly outweighs my returns. MYT has many competitors out there and I will be sure to take my money elsewhere. This is so disappointing. I will never be shopping there again!”

Helpful Report

Posted 1 month ago

“I have been a loyal customer for many years and my payment method is now wire transfer only; who wants to do that? Apparently my saved cards/paypal are no longer accepted. One sure way to lose your customer base. Customer service cannot give me a decent reason. Goodbye MyTheresa.”

Helpful Report

Posted 1 month ago

mytheresa.com is rated 1.9 based on 142 reviews