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mytheresa.com Reviews

2.1 Rating 119 Reviews

28 %

of reviewers recommend mytheresa.com

Company Reviews

2.1

Based on 119 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 58%
Accurate And Undamaged Orders	Greater than 70%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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mytheresa.com 1 star review on 25th March 2024

mytheresa.com 1 star review on 16th March 2024

mytheresa.com 1 star review on 15th February 2024

mytheresa.com 1 star review on 29th October 2022

mytheresa.com 1 star review on 29th October 2022

mytheresa.com 1 star review on 3rd June 2022

mytheresa.com 1 star review on 19th February 2022

8

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

“Did not send $4000 worth of jewelry for weeks. When they did finally answer my many emails, they claim DHL wanted my Social Security Number. Can you believe that? I wouldn't give my SSN to anyone, let alone DHL or MyTheresa.com. They would not send the jewelry and wouldn't answer my emails. Waiting for refund. Will go to my credit card company.”

Posted 2 years ago

“WARNING: Nasty customer service team who threatens its customers. This Canadian purchased a $1400 Ralph Lauren Purple Label Cashmere Cable Sweater from MyTheresa.com. I used their very detailed sizing chart to make the appropriate choice. Problem is, their measurements were so severely off, by over 3" in every measurement, that the garment was completely unwearable. I shipped it back immediately and contacted Customer Service, asking them to cover the $50 currency exchange difference I was losing on my credit card due to their grievous error. They out rightly refused. What they did offer was a $25 voucher toward another purchase, refusing to take responsibility for their gaffe. When I told them I would have to file a chargeback with Visa to try and recoup my losses, if they didn't try and work with me, their representative, Ksenia, threatened that they would withhold my refund. Here is a cut-and-paste: "Kindly be informed, that we will not be able either to refund the amount paid for the item if you return it or ship any orders placed using your account until the chargeback is closed." Nasty, nasty, nasty people. I asked three times to speak with a supervisor. All requests were ignored.”

Posted 2 years ago

“Ordered a YSL bag costing over $2k - they took days to ship it out and even though I contacted them multiple times they refused to expedite it even after I offered to pay more. Not only did it not arrive in time it also looked nothing like the photos colour wise. On returning it I’ve lost over $60 AUD which they are telling me is my bank’s foreign conversion fee - I will never shop with this company again.”

Posted 2 years ago

“I've placed an order on September 2nd and after 10 days it isn't dispatched. The reason is 'a high no of orders'. If now delivery takes so long, how will it be in December?! Although I have been sent 3 emails, they didn't ship the order. Very disappointed experience this time! I will go directly to the brand shop from now on.”

Posted 2 years ago

“I placed my order and it was delivered in less than two weeks! My beautiful black long sleeve, high neck stretch tulle t shirt arrived beautifully packaged in wonderful yellow box with magnetic closure. The shirt was wrapped in white tissue with a simple black fabric ribbon. The tissue was closed with a beautiful silver sticker. In that package was a very nice white card with a note that said “Thank You this package was lovingly wrapped by ———-“. The signature was handwritten! I am absolutely thrilled with my purchase from mythresea. This company appreciated my business and I appreciate the treatment. Many stores have employees who could care less if the customer was or was not happy with their purchases. Thank you mythresa, I will be back. Yvonne”

Posted 2 years ago

“I returned my order and no refund for 25 days.”

Posted 2 years ago

“Hi!.myTheresa I just received my Jacouemus bag ,Delivered with in 7 days working.Packaging was perfect .love it😍 Ordered came from Germany to Malaysia Kuala Lumpur. I’m so so happy .Thank you very very much for making me happy. It’s was a good experience,happiest. Thank you myTheresa. Until next time 🙏😘”

mytheresa.com 5 star review on 19th July 2021

mytheresa.com 5 star review on 19th July 2021

mytheresa.com 5 star review on 19th July 2021

Posted 2 years ago

“Just received my Tory Shoes, packaging amazing delivered within 3 Days from placing the order came from Germany to Australia couldn't be happier with the product and the Experience”

Posted 2 years ago

“Ordered 3 pricey items - never received. Now I’m dealing with back and forth with full and customs because they can’t locate the shipment that was received. Worst customer care - terrible shipping process won’t use again”

Posted 2 years ago

“I have a recording of Marissa saying she would give me an additional 10% off of my order after it was processed. Rather than do so, "customer service" wrote me to tell me they would not give me the 10% off and held my order so it was not processed by a birthday as expected. They saved $45.00 and lost goodwill and good customer!”

Posted 3 years ago

“I ordered a £200 dress from the company which was terrible quality so I made complaint and booked in a courier to return the item. DHL did not turn up two days in a row which meant two days wasting my time to wait for them. I have sent 3 emails to MyTheresa with no response on this, and have now escalated the matter to Paypal. I have also spent £10 on my phone bill trying to reach DHL which I will not be getting back. You couldn't pay me to shop with them again.”

Posted 3 years ago

“If i could negative stars i would! Mytheresa sent me the WRONG ITEM that wasnt even in their website. To make it worst its been 4 days still not replying my email. I have sent pictures as proof. I think they purposely send the wrong items especially if you live in another country!! So the shipping will coat a hefty price, WHEN ITS THEIR COMPANY WRONGDOINGS. Stay away!”

Posted 3 years ago

“Unreliable. They did not accept return even if it was their fault. Customer service is incompetent.”

Posted 3 years ago

“First purchase and IN LOVE with my new Valentino sneakers!!!! I can’t believe how fast they arrived coming from Europe. Very happy customer :)”

Posted 3 years ago

“I bought a Birger Christensen dress as Christmas gift for my mother of this website in November. Before I purchased it, I emailed customer service for clarification on the appropriate size and they recommended going down a size as it runs large. I followed their advice accordingly, however, the dress was far too small on my mother when I gave it to her on Christmas Day. Notwithstanding this, the quality of the dress was extremely cheap which is surprising and disappointing for a company selling “luxury fashion”. The dress was badly cut, the material was so flimsy you could see the outline of the undergarments and there was a slit at the front that nearly went up to the crotch. I emailed customer service after the Christmas period at the beginning of January and I was outraged and livid with the response I received from them. They told me that they would not give me a refund or an exchange as the returns policy was 30 days which is absurd and unfair as obviously this makes it impossible to return Christmas presents unless they are bought in December. The email was extremely arrogant and glib ending by telling me to have a “wonderful day”. They obviously are not too worried about tainting their “highly successful“ reputation or “outstanding” customer service team as I am still waiting for a response to my email forewarning them of my intention to negatively review their company. I would not give this company any stars if that was an option and I would certainly not recommend buying from it.”

Posted 3 years ago

“I just wanted to share this review as it was only last week, I was a first time customer reading reviews myself and was quite disappointed by what I had read. I have had an absolutely flawless experience with my order. I purchased shoes for my wedding (a pretty big deal) and they arrived within a week (very fast considering they’re international). The packaging was exceptional and the shoes in perfect condition. I would also like to confirm that I was able to track the delivery the whole way and it was handed to me by the courier from DHL where he requested a signature. To the team, thank you so much! You have most definitely gained a repeat customer.”

Posted 3 years ago

“Simply my WORST online shopping experience for any luxury site. The day before XMas, after taking several days to "prepare" the order, MyTheresa sent me an email to notify me that one item on my order was going to be removed as it was damaged and there was no other one in stock. Since it had taken so long to figure this out, the shoes were no longer available in another color either, so that was it. Case closed from MyTheresa's perspective, i had to manage my own gift situation... The discussions with customer service were more than slow (3 hours on average to get an answer by email), and no action was taken to find a replacement item (as a matter of fact, I was able to find one by calling Balenciaga directly...). Altogether, this is dealing with a team who doesn't care about the customer, who certainly doesn't go the extra-mile even when putting the customer in "difficulties" the night before X-Mas. And by the way, i am still waiting for a deeply felt message of apologies for the hassle I was put into. A TERRIBLE EXPERIENCE WITH A CARELESS DISTRIBUTOR.”

Posted 3 years ago

“I ordered a Christmas gift for my wife from Mytheresa as it was the last one in stock anywhere in her size. They charged me for signature confirmed delivery through DHL. I spent over $2,000 for the Loro Piana cashmere sweatpants my wife asked for and DHL never delivered them, instead they just left them somewhere no signature nothing. I was ignored by MyTheresa even after filling out their non delivered order affidavit so I had to personally contact DHL as well. Finally DHL got back and apologized for misdelivery and said they were unable to retrieve the package. I forwarded this to MyTheresa a week ago and to this day they have still refused to refund my purchase have refused to help me locate the gift for my wife they botched. They are a terrible company.”

Posted 3 years ago

“the worst customer assistance ever encountered!!! not only do they lie about not contacting them on time but they don’t respond until its too late to return your item! Even during such a pandemic”

Posted 3 years ago

“Mytheresa is irresponsible when my parcel lost during delivery. They are LIAR saying that they had made effort to contact DHL but in fact they never raised an investigation at all. All the item costs + Express Signatured delivery fee gone for NOTHING”

Posted 3 years ago

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mytheresa.com is rated 2.1 based on 119 reviews