“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!”
“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.”
“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!”
“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.”
“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.”
“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.”
“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.”
“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”
“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”
“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.”
“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.”
“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.”
“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.”
“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!!!”
“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.”
“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!!.”
“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.”
“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.”
