mytheresa.com Reviews

Name: mytheresa.com
Rating: 2.06

2.1 Rating 119 Reviews

28 %

of reviewers recommend mytheresa.com

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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

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

“Bad customer service when something goes wrong, big liar, irresponsible when my parcel lost during delivery. I wasted the high cost of item i bought + Express signatured DHL but everything gone for NOTHING.”

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Posted 3 years ago

“Bought a Elleme Bag from them during the sales period. No movement on my order for about 10 days until I contacted them. They explained that it was due to the high amount of order and refunded the shipping cost (cannot believe they still charge for shipping whereas all similar eCom sites provide free shipping). The item was fine, but if the shipment is your concern then maybe think twice.”

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Posted 3 years ago

“This company is a joke, Ive bought a pair of balenciaga boots and they sent me a cheaper shoe instead and now they don’t tell me when they gonna send the right product or give me my money back.”

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Posted 3 years ago

“If I could give them minus stars I would. I had an issue with an item, a Stella McCartney bag which broke after being used less than 10 times. I sent it back to them as directed, then nothing. 3 weeks went by, all emails unanswered. I checked with DHL (not a straightforward process) and they confirmed the bag had been delivered to them. Only after taking to social media asking them to reply to my emails did I recieve a reply from them. There was nothing wrong with the bag and they were sending it back. If I wanted I could take it up with Stella McCartney. I asked for more information and they confirmed they had rejected my claim on August 3rd. They only bothered to tell me this on August 22nd, and not replied to any of my emails I had sent them in the meantime. They wouldn't tell me what tests they had conducted on the bag or give me any details on how to take the issue further with Stella McCartney. They have not apologised for the delay in contacting or explained why there was such a delay. They have not treated me as a customer, they have treated me like something stuck to the bottom of their shoe.”

mytheresa.com 1 star review on 24th August 2020

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Posted 3 years ago

“I am a regular shopper with My Theresa. They have a great selection. I recently purchased a pair of Fendi flats at full price. The day after they arrived, the shoe went on sale for 30% off. I contacted them via email and called for either a credit to my card or a store credit for the difference of $191.00. I was told to return the shoe for a refund and repurchase it for the cheaper price. I asked to have the matter escalated but they declined and apologized. POOR CUSTOMER SERVICE!!!”

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Posted 3 years ago

“If I could give 0 star I would have. I purchased a full price YSL bag from mytheresa. I am in New Zealand. The first delivery was fast. I paid for the custom tax and received the parcel. Only found out that they sent me a YSL bag with completely different colour. I did not keep it. I sent a message to mytheresa. I got a message from them saying that they will pay for the custom tax for the second delivery because it is not my fault that the item has to go through the custom twice. It turned out that I have to pay for the custom tax again and I have to apply for refund from custom. Basically I have to sort the problems that they created. The whole thing was ridiculously time consuming. I have had numerous emails from mytheresa and also DHL. The time and money cost me are absolutely unexpected. I WILL NOT EVER PURCHASE expensive items from this company.”

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Posted 3 years ago

“brought off white hoody the original plastic bag is missing. They confirm it been send without bag from off-white. As I think it not a brand new item. Dispoint with my first time buy from them. Staff doest't care or want to help at all. You get what you paid for this site be warn!!.”

Helpful Report

Posted 3 years ago

“To begin with, I'd like to say that is is my first experience with this shop. Im a regular customer on the one popular shop and this time I have decided to try mytheresa. I have ordered the off-white industrial 2.0 belt (yellow) on monday - 6/29/2020. Then I asked them by mail to ship me the order asap as I should go on vacation. Then my order was delayed due to security measures (sorry but it is not a reason to delay it for almost 3 days, you store is open and 'corona time' is over). I have already recieved the item, but it is not the item i have ordered. There are two versions of off-white industrial 2.0 belt: yellow2.0 (old one) [this is the one I have ordered] and yellowish2.0 (new one). They differs only by size(old one is 35mm in height, new is 40), color and materials. Titles and design on the belts are the same. On the product images of the product I have ordered could be easily and definetly seen that it is the older one(35mm height and old yellow color). They shiped me the wrong item. I have already contacted the customer service, but still no response. Than I have contacted them by phone and asked for a fast URGENT replace, but girl on the phone just told me that she can't contact their sale team now so I shold wait till monday... Sorry but on monday products with discount could be already already sold out... I can only positively rate your packaging, it is on the very high level, I like it. I will update my review if this case will be solved fast.”

mytheresa.com 1 star review on 5th July 2020

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Posted 3 years ago

“So many overpriced items. I am a savvy shopper. I compare similar websites and I am not talking about few dollars more but hundreds on a lot of item. For example Saint Laurent split leggings. Listed as new on this website and price drops on multiple others. One of many examples. Not a great time to be overcharging people.”

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Posted 3 years ago

“customer service s trash....”

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Posted 3 years ago

“Worst customer service ever. They sent the wrong item and wild not credit or send the correct item until they got their item back and expected me to pay the postage for it after I waited over a week for an item needed for an event. Unprofessional, and not looking after me as the customer when they made the mistake. DO NOT BUY FROM THEM AND WASTE YOUR MONEY”

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Posted 3 years ago

“Mytheresa has the worst customer service I have ever encountered. The pair of shoes I bough ripped in 2 wears and when I tried to get them replaced or repaired, I was told it couldn’t happen. The issue has been going on for over 3 months now and I don’t know why they would treat their customers this way. They’ve been of no help, refused to talk to my parents because I “paid” for the shoes, and left me hanging. My only advice would be to never transact with them.”

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Posted 3 years ago

“My first time ordered a Balmain jacket from here and they sent me a D&G baby T-shirt!!! Returned and they have confirmed receipt but they are not willing to refund to me yet!!! I bet they are waiting for the other buyer who received the jacket to return it but that’s not my problem!!! They sent the wrong item they should have refunded me!! This is terrible I’ve rang and emailed soooo many times they couldn’t do anything but wait for Germany to respond?!? It’s terrible! Who can I report to to get my money back!”

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Posted 3 years ago

“Very disappointed. Bad customer service. I ordered 2 pair of shoes. One pair went on sale so I asked for a price adjustment. The only way for them to do a price adjustment is for me to ship it back. I asked for a store credit. They refused to give me one.. they simply just don’t return your call with an answer or ignore your emails...If I ship it back, I have to pay custom fee? Doesn’t make sense... I explained to them.....all they care about is money. Not customer satisfaction.”

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Posted 4 years ago

“They offer no price adjustment on an item bought a week ago that went on sale! Their solution is “send it back madam and order again” that doesn’t help if you’ve already worn the item. Terrible customer service, not a luxury experience like netaporter and the other big online luxury vendors.”

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Posted 4 years ago

“Ho fatto un acquisto è arrivato il pacco senza articolo dopo aver contattato mi avevano detto che avtebbero fatto un indagine e poi dopo mi anno detto che provvedevano al rimborso tante telefonate emeil più 1000€ circa tempo perso mai più”

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Posted 4 years ago

“Bad customer service, took a Long Time to respond and cancelled my order without notice. I’ve been a customer for many years and recently it seems like they have outsourced their customer service to some vendor who is slow to respond and passive aggressive in their response. When faced with a complaint, their response is thanks for the feedback and wish you a good day. Don’t bother using them if you are expect good service. If nothing goes wrong and you don’t have to deal with their customer service, all is good. Otherwise, good luck with getting a timely and satisfactory response. Buyer beware”

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Posted 4 years ago

“I have the best experience with Mytheresa for luxury goods. Purchase and return are free as long as you spend over €200. Occasionally they have promotion for free delivery for any purchase. The Pickup refund process is Super easy. Order a pickup service from DHL online takes me about 1 min, courier will pick up the package. Refund is received within 5 working days, mostly 3 working days for me from the day of pickup. Customer service is superior. I never had to wait, customer service pick up the phone immediately. Very good stock, fantastic purchase and return process, efficient customer service. The only suggestion is the website could do with some updates. Hard to pick more than 1 size in filter. Not sure why I need to log in every time when I check my account? Since I have face login, it doesn’t bother me that much, but still find it a bit inconvenient. All in all, Mytheresa is the best luxury online shop in my opinion!”

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Posted 4 years ago

“Not happy with my purchase, bought gucci bag and it come with only box (damaged) + dustbag + bag , without shopping bag and authentic card, the bag was like old or rejected item. After email them then they just reply sorry & told me Gucci store sent to them like that. Very very bad, and if i return i need pay for the heavy tax + shipping”

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Posted 4 years ago

“Man all y’all are cap, I came here to see reviews on Mytheresa and I seen nothing but bad ones. There lies. I had the best shipping time and packaging for my item from mytheresa, I called there customer support they helped me really well. So don’t believe all the bad ones you see. This website is good and trusted. And I’ll continue to shop for exclusive pieces here”

Helpful Report

Posted 4 years ago

mytheresa.com is rated 2.1 based on 119 reviews