mytheresa.com Reviews

Name: mytheresa.com
Rating: 1.71

1.7 Rating 183 Reviews

19 %

of reviewers recommend mytheresa.com

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1.7

Based on 183 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 60%
Accurate And Undamaged Orders	Greater than 67%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“They hay a Great Service , until recently payments don’t go through for some reason ,and you must make a bank transfer which takes more time!! unfriendly telephone service”

Helpful Report

Posted 4 months ago

“Similar experience. I’ve been a MYT customer for years and have always used my Amex but now they are blocking orders paid with using this exact card. If this relates to returns why claim you can make easy returns if not happy with purchase?! Absolutely ridiculous. No one is going to wire money over. Need to sort it out.”

Helpful Report

Posted 4 months ago

“Same experience as many, been a loyal customer for years, spent huge amounts with them, place an order, gets cancelled saying they will only accept wire payments, make a wire payment HSBC won’t release it as says company is flagged as fraudulent and listed as closed on companies house. After chasing the bank for 2 days and trying multiple routes finally MT admit it’s not the bank preventing card payments it’s them. God knows what’s going on, smells like another matches to me. My friend is still stuck with her last matches order where they sent her the wrong size shoes before going under….”

Helpful Report

Posted 4 months ago

“****FRADULENT COMPANY, ITS BEEN OVER 4 MONTHS AND I'VE STILL NOT GOT MY MONEY BACK**** Summary: Long time customer, they rejected my American Express card, requested an IBAN transfer, biggest error I made, sent an IBAN, sent the goods back to them as didn't suit, they confirmed received them back and that they refunded the money to someone else and REFUSE to do a proper trace to find out who they sent it to as it wasn't me. SMELLS FISHY TO ME! Why would they not want to shine light on where they sent my money? I can't help but wonder how many others they have done this to? No official complaints policy, company out of Germany, the worst customer service team, based out of America, Spain, Philippines. Literally the senior staff have no logic, don't know how they got their jobs quite frankly and there is no "care" so not sure why they bother to use that in their email. What are you hiding Mytheresa?? I requested a MT103 and its been over 2 months and you still haven't provided me with details as to where you are sent my money!!! Super fradulent activity going on here. Where are you sending peoples money?? Getting my case ready for court.”

Helpful Report

Posted 5 months ago

“I had a disgusting experience with this store. We ordered a MARINE SERRE brand jumpsuit. It turned out to be literally disposable: after the first use, there were cracks and arrows from the collar. That is, we didn't even have time to wash it - it's obviously a factory defect. I contacted the brand - they confirmed the problem, but said to contact the store. Mytheresa replied that their experts concluded that we had misused the product. How? Put it on your body instead of putting it in the closet? After that, no one responds to my emails and messages anymore. I was even ready for a refund in the form of a deposit on the website, but the store begs. This is disgusting service and just disgraceful actions by a store with such an audience. I will be sharing this story until I get a refund.”

mytheresa.com 1 star review on 18th November 2024

Helpful Report

Posted 5 months ago

“Same as mentioned here couple times: blocked my order, I can either pay with wire or they’ll cancel the order. I called customer Service and it appears they’re trained to give the same repetitive answers that they had a system update “some time ago” and they can only accept wires payments from some accounts. I asked about 4 times when this update happened and they kept repeating “some time ago”. Imagine they go bankrupt like matchesfashion and you wired them money and made a return. You’re left with nothing. I feel like they have money issues. I do think it’s foremost a matter of Returns but them having g financial issues. I’ve been a very loyal customer for YEARS and spend thousands 2024 alone. I’m shocked! Be aware if you wireAND return and the company goes bankrupt you’re left with nothing”

Helpful Report

Posted 5 months ago

“I ordered a pair of shoes which did not arrive. Instead of sending out a replacement pair once I raised that I hadn't received the shoes with MyTheresa, or offering a refund, the customer service team has been unresponsive, or obstructive and obfuscating for weeks. I finally received information that their delivery service had sent the shoes to a random stranger. I have repeatedly asked MyTheresa for a full refund and they have blatantly ignored my request. They have replied to several emails ignoring my request for a refund. The shoes have apparently been located and MyTheresa want me to pick them up inspite of having I purchased a delivery. I will never buy another item from them and would advise anyone to avoid the stress of dealing with this company. There are many more retailers out there who are a pleasure to deal with and who meet their legal obligations. Six weeks since I placed the order I still do not have shoes or a refund. Shocking.”

Helpful Report

Posted 5 months ago

“The same is happening to me. They block orders just because I have recently returned items. I have been a loyal customer for years. They now block me and ask for wire transfer. They will only give you official answer saying the offer to customer is based on different criteria including aspects like account activity, purchasing behaviour and environmental considerations.”

Helpful Report

Posted 5 months ago

“I have been a loyal MYT customer for many years. They accepted my most recent order by cc only to email me shortly after saying that my order will only be fulfilled if I wire transfer them the money. This honestly sounded like a scam! Who wants to wire transfer money?! When I called them to ask about this they looked up my account and said this is a system update and they have no more information than that... Clearly they are targeting certain customers. I spend tens of thousands of $ a year at MYT and similar sites. I have certainly returned product when it doesn’t fit, but my spending certainly outweighs my returns. MYT has many competitors out there and I will be sure to take my money elsewhere. This is so disappointing. I will never be shopping there again!”

Helpful Report

Posted 5 months ago

“I have been a loyal customer for many years and my payment method is now wire transfer only; who wants to do that? Apparently my saved cards/paypal are no longer accepted. One sure way to lose your customer base. Customer service cannot give me a decent reason. Goodbye MyTheresa.”

Helpful Report

Posted 5 months ago

“Payment method declined after being a customer for many many years and supporting their website. Only wanted bank transfer. Customer service rude and unhelpful. This site is not going to last if this is the way they treat loyal clients.”

Helpful Report

Posted 5 months ago

“I have been a customer for quite a long time. When I made an order, I really wanted to have the item. It was not just “ I wanna try it and then return it” - approach. However time to time happend that I could not keep the item because it did not fit good ( wrong size) or just was not for me. I made sure to send back the item as quickly as possible, within two days usually and always in perfect condition. However Mytheresa platform put me on the black list by making the order process for me too complicated. They decided to not accept my card and wanted my payment only through bank account transfer. When I asked why, it took a week to reply on my e-mail and they just did not explained clearly why payment with my card is not possible anymore.They are not able to deliver what they claim on their web site: easy order, free-returns, free shipment above 200 eur order. I was treated like second-class person, disrespectufully and with discrimination. It is so sad the can not be fair and treat customers equally and fair. Awfull!! No more! Bye bye Mytheresa! I do not recommend to anyone.”

Helpful Report

Posted 6 months ago

“The company doesn’t pay back the money for my order! I have been waiting for two weeks and they can’t tell me when the money will be back to my account”

Helpful Report

Posted 6 months ago

“Furchtbarer Kundenservice, schreckliches Geschäftsgebaren! Ich bin schon viele Jahre Kundin bei Mytheresa, und bis jetzt war auch immer alles in Ordnung - bis zu meiner letzten Bestellung! Plötzlich ging die Bezahlung via Paypal nicht mehr, dh auf der Website wird Paypal zwar noch immer angezeigt, und man kann scheinbar wie gewohnt damit zahlen, aber ca. eine halbe Stunde später kommt dann aus unerklärlichen Gründen eine Retournierung des Betrages. Nach Rücksprache mit dem Kundenservice erhielt ich zunächst die Begründung, es gäbe technische Probleme. Man müsse inzwischen auf Vorauskasse bestellen ... das aber tue ich im Internet aus Prinzip nicht! Nach ein paar Tagen versuchte ich die Bestellung noch einmal via Paypal, in der Annahme, Mytheresa hätte die technischen Probleme in der Zwischenzeit behoben. Weit gefehlt! - Das gleiche Spiel! Nach Rücksprache mit dem Kundendienst wurde mir plötzlich die Version aufgetischt, es gäbe eine neue Software; Diese mache von sich aus eine Selektion, bei welchen Kunden Paypal gehen soll und bei welchen nicht. Wie bitte?!?!?! Bei mir hat es noch nie Zahlungsschwierigkeiten gegeben. Nach welchen Kriterien geht die Software da vor??!?! Das konnte man mir aber nicht sagen ... die Software würde selbständig, quasi im eigenen Ermessen, selektieren ... Daraufhin meinte ich, Mytheresa könne ja programmieren, wie es will. Das überlässt man doch keiner KI!!! Doch die Dame im Kundendienst ist offensichtlich dazu angeleitet worden, stur immer dasselbe runterzubeten, egal welche Argumente oder Vorschläge man bringt. Am Schluss hieß es, man können sich schriftlich beim Kundendienst beschweren, doch dann werde man dieselbe Antwort bekommen. Eine bodenlose Frechheit dieses Geschäftsgebaren. Wenn man es sich leisten kann, auf Kunden in Zukunft zu verzichten. - Nur weiter so, Mytheresa! Mit mir halt nicht!”

Helpful Report

Posted 6 months ago

“Been waiting 5 days for customer service and still no reply to my daily emails. Holding and threatening to cancel my order unless I submit written permission for DHL to charge me extra taxes and duties despite my purchase being under my country's threshold for such charges (confirmed when I called DHL myself.) Of course, my first replies were simple and politely asked for clarification. I then submitted proof that this didn't apply to my order and could they please proceed with sending. Mistakes and confusion is one thing, but not even replying when the order was placed on 5th October is unacceptable. My order should have been with me by now- but instead, I'm still waiting for a reply from customer service. Oh, and I tried calling the customer service phone number, but it cuts off after 2 rings. Hopefully someone will reply to this?”

Helpful Report

Posted 6 months ago

“I experienced a very poor service from this company on a return order. I purchased a pair of shoes from this company and i tried the shoes on at at home and they seemed ok, but after walking at 30 minutes , i found the shoes digging into my heels and causing a large blister. I could not wear the shoes anymore due to the blister ,so i sent the shoes back in the original box ,with a photo of the blister caused by the shoe and a covering letter , explaining what had happened , the companies reply stated that any All returned items must be in unused condition - unworn and unaltered, unwashed and with all original tags. How are you suppose to know if the shoe is going to be comfortable if unworn , you would not walk around your house in the shoes unless it was slippers. The company is adamant that they will not give me a refund and they want to send the shoes back to me. Is there anybody out there who can help me with this situation. I would also advise anyone buying shoes from this company that you make sure that you do not wear the shoes on the streets , because if you purchase a pair of shoes and if they give you any problems, you will lose your money. And i asked the customer service for there address to send a letter and i was advised that they cannot provide me with the company address due to data protection and i was told to check it online.”

Helpful Report

Posted 7 months ago

“I’ve been a loyal customer with MyTheresa for years. I’ve used the exact same Amex card on their site, never paying with another card, I’ve even spent a couple thousand with the brand in the last two-three months alone. This last week I have placed three separate orders and each has been canceled due to “extensive security concerns.” When I reach out to customer service they blatantly say they are unable to provide additional information. This is how you treat your customers?? Have they placed blocks on people’s accounts or are they bankrupting like Matches? Absolutely disgusting service and ethics.”

Helpful Report

Posted 7 months ago

“Had a terrible experience with this company. Do not use. If you can avoid it after placing an order. I’m a genuine customer. They cancelled my order after five days sighting Security concerns and not one point. Did they try to contact me? I use a genuine credit card. I’m a genuine person to hold experience was an entire waste of time wasted five days of my time trying to spend $1000 with this company. Avoid avoid like the plague.”

Helpful Report

Posted 8 months ago

“Unfortunately, this was my last purchase from Mytheresa with shipping to Norway, I do not understand how in these times the customer is not informed of additional costs, and I point out that the items sold by this shop are expensive, which does not mean that the same amount has to be paid to customs. I am also surprised that when ordering something from other shops, we already know about all the fees at the purchase stage or they are paid by the seller. The worst thing is that customs fees are charged for all items ordered even if they have been sent back! In my case, it turns out that I ordered shoes for EUR 230 and I have to pay EUR 150 in extra charges, even though I sent 2 of the 3 items back to Mytheres. I don't recommend this shop very much, I advise you to choose their competitors like Farfetch or Vitkac.”

Helpful Report

Posted 8 months ago

“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”

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Posted 9 months ago

mytheresa.com is rated 1.7 based on 183 reviews