Absolute Disaster. A week ago I received a package from Mytheresa that was supposed to have a The Row bag (long saved up for). Instead, I found an Isabel Marant bag. I immediately contacted the company. The Customer Service operator was extremely nice and immediately reserved the correct bag so it wouldn't sell out while the matter was resolved. Then.... about ten calls and several emails later asking for the returns paperwork, they told me they would not accept the bag back as it was not in "the state it was sent in". First of all, I never removed the bag from the box. Secondly the Isabel Marant bag is in perfect condition. Thirdly, I don't want an Isabel Marant bag, I want the bag I ordered and paid for! The Company is insinuating I somehow created the situation (swapped the bags out? What?!) rather than taking responsibility for some mistake at their end (or some dishonest packer at worst) and acknowledging that I'm a long term customer who just spent over $4000 on an order with them and a mistake has been made by them and they need to take responsibility. The whole thing has taken a real toll on my mental health -- nothing like a sense of injustice to keep you up at night. I seem to have no recourse! The consumer has no rights with MyTheresa! There is Zero attempt to contact me, make enquiries at their end, find out why I was sent the wrong bag (with the wrong label), assume that a good customer is honest and has a legitimate problem. Things go wrong -- I get that. But the company needs to behave with kindness, the assumption of the customer's innocence and due diligence at sorting out the problem at their end. I'm horrified at my naïveté. I'm horrified that a reputable company has so little regard for the consumer that a supervisor can't call and have a civilised conversation. I now have a bag I don't want, no chance of getting the bag I saved for, I'm $2000 out of pocket and I'm insulted and distressed. Do not reward this treatment of a legitimate and honest customer by buying from this company. The charming Customer Service Reps have no power. Their supervisors are spread between Manila, Munich and Barcelona. No one with any power calls, cares or engages with the customer. They have treated me despicably. Joanna