mytheresa.com Reviews

Name: mytheresa.com
Rating: 1.71

1.7 Rating 183 Reviews

19 %

of reviewers recommend mytheresa.com

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Metrics

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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Very satisfying purchase! enjoyed my experience with Mytheresa. Recommend”

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Posted 3 years ago

“So far so good!! I have purchased a few Golden goose sneakers with no problem. I have returned a pair because it was slightly damaged and I returned a pair because it didn't like the style. The Return process was easy and my credit card was credited.”

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Posted 3 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 3 years ago

“I ordered several expensive things during 1,5 months. 1) clothes seem to be used. 2) packaging was awful, no protection of clothes/ bags whatsoever. Just put directly in an old, destroyed box. It looked like somebody plaid football with the package. That is not how purchase of luxury things should look like, or any purchase for that sake. Unacceptable.”

mytheresa.com 2 star review on 25th January 2022

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Posted 3 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 3 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 3 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 3 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 3 years ago

“I placed my order and it was delivered in less than two weeks! My beautiful black long sleeve, high neck stretch tulle t shirt arrived beautifully packaged in wonderful yellow box with magnetic closure. The shirt was wrapped in white tissue with a simple black fabric ribbon. The tissue was closed with a beautiful silver sticker. In that package was a very nice white card with a note that said “Thank You this package was lovingly wrapped by ———-“. The signature was handwritten! I am absolutely thrilled with my purchase from mythresea. This company appreciated my business and I appreciate the treatment. Many stores have employees who could care less if the customer was or was not happy with their purchases. Thank you mythresa, I will be back. Yvonne”

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Posted 3 years ago

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

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Posted 3 years ago

“Hi!.myTheresa I just received my Jacouemus bag ,Delivered with in 7 days working.Packaging was perfect .love it😍 Ordered came from Germany to Malaysia Kuala Lumpur. I’m so so happy .Thank you very very much for making me happy. It’s was a good experience,happiest. Thank you myTheresa. Until next time 🙏😘”

mytheresa.com 5 star review on 19th July 2021

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Posted 3 years ago

“Just received my Tory Shoes, packaging amazing delivered within 3 Days from placing the order came from Germany to Australia couldn't be happier with the product and the Experience”

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Posted 3 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 3 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 4 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 4 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 4 years ago

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

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Posted 4 years ago

“First purchase and IN LOVE with my new Valentino sneakers!!!! I can’t believe how fast they arrived coming from Europe. Very happy customer :)”

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Posted 4 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 4 years ago

“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.”

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Posted 4 years ago

mytheresa.com is rated 1.7 based on 183 reviews