mytheresa.com Reviews

Name: mytheresa.com
Rating: 2.05

2.1 Rating 120 Reviews

28 %

of reviewers recommend mytheresa.com

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2.1

Based on 120 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: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Just awful company. Customer service non existent”

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Posted 1 year ago

“I bought an item that had only one left in stock in my size. MYTHERESA took the money out of my account, and then informed me a few days later that the item had a "defect" (I suspect there was another reason and this excuse sounded better). I now have to wait even longer to get my money back before I can look for an alternative. Because there was no more stock I couldn't get an exchange. If their excuse given is in fact true, it really makes no difference because their quality control process is not my concern and I shouldn't have to suffer due to its innefectiveness and their misinformation. What kind of retailer only does quality control just before the item ships? If this review is really about trusting the company, I wish I could give them 0 stars out of 5. They lied to me and failed me as a customer. When questioned about their poor service they just copy & pasted a generic support response email to me explaining why they weren't at fault. They literally had one job and couldn't even do that. My advice would be avoid at all costs, they aren't providing a reliable or trustworthy service.”

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Posted 1 year ago

“I ordered 300 usd Stella McCartney sunglasses and was charged 94 for import duty by DHL. I would have ordered from another company had I known this was going to be charged. They should let people know upfront.”

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Posted 1 year ago

“Dishonest company! I bought £1230 ysl boots. I tried on one boot for 2 min (as I had ordered a different pair of ysl boots from another site and was choosing which I preferred). I immediately sent back the boots and they responded with scuff marks on the bottom of both boots claiming they had been worn. I can’t decide if they intentionally scuffed the boots afterwards or if they came scuffed (I think I would have noticed). But I can absolutely guarantee that I did not cause the wear. Now they refuse to take them back. I told a friend the story and she said the same thing happened to her with MyTheresa. They should be investigated as this can’t be legal.”

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Posted 2 years ago

“Buyer BEWARE. Purchased $1,690 boots and returned them within the return period. MyTheresa.com claimed that they were worn, refused to return them and sent them back to me. They sent me the attached pictures as "proof" that they were worn. They were returned just as they were received. I absolutely did not wear the boots. They were returned in exactly the same condition as they were received. Now I'm out $1,690”

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Posted 2 years ago

“Worst experience ever. Do not buy anything from these criminals. Bought a Tods tote, over $1400. The four corners on the bottom were worn after only a few uses in the first month that I had it. They insisted it was from rough handling which it wasn't. I was extremely careful with this bag. I have beautiful bags that have lasted for years. They blamed it on Tod's not accepting responsibility. If I had purchased this from a legitimate business, I would not have to deal with this nightmare. When I talked to Customer service several times, they were like robots. I had sent pictures and the required video with no results. I now have a dispute in with my CC and hope I get a refund. They should be put out of business. This was such a special purchase for me and they ruined the entire experience. I am very resentful and will make every effort to protect the public from their lack of responsibility.”

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Posted 2 years ago

“JUST GET AS FAR AS POSIBLE FROM MYTHERESA   I really don’t understand how this company still in business. They are literally gonna F u over one way or another.  I suspect their business is reselling defective items from high end brands. The customer service is inexistente and RUDE. You don’t want to go thru what i am going thru right now. Today someone from Philippines hung up the phone on my face.  It’s been 2 months am dealing with a defective item, a super expensive one otherwise I wouldn’t have waste the hours and hours and hours and hours and patience I’ve invested on it, with out counting the money and interests in credit card.   RIDICULOUS-STAY-AWAY”

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Posted 2 years ago

“Sent defective item. Nightmare dealing with customer service No solution whatsoever”

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Posted 2 years ago

“I was browsing Lyst and saw a pair of shoes that I liked, which upon investigation turned out to be sold by a company I'd never heard of before called MyTheresa. I went to the website directly and had a look around. It looked fairly legitimate. I searched online and found a bunch of review sites which, to be fair, were mostly average. There was one large review site though that had mostly positive reviews, so I decided perhaps I could buy the shoes and pay by PayPal or credit card so that I would at least be covered if something did go wrong. I added the shoes to my basket and went to pay, only to find that the checkout page was giving me a 404 error. "How inconvenient", I thought! I saw at the bottom of the website that there was a 24/7 phone number, so I called to ask if they were aware of the problem. The lady I spoke to hung up pretty much immediately, before I'd even finished telling her what the problem was. Given the conversation had been pleasant, and given I hadn't even finished explaining what the problem was, I thought perhaps it was just an accident. I called back. I got through to a different lady this time but she also hung up on me. As did a third!!! Needless to say, I won't be completing my purchase and I think I just had a VERY lucky escape from what is clearly not a legitimate business. I now suspect that the positive reviews on here must be fake because there's no way on earth a company like this provides acceptable service.”

mytheresa.com 1 star review on 5th February 2022

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Posted 2 years ago

“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.”

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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.”

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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.”

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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.”

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Posted 2 years ago

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

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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”

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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!”

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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.”

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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!”

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Posted 3 years ago

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

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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.”

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Posted 3 years ago

mytheresa.com is rated 2.1 based on 120 reviews