mytheresa.com Reviews

Name: mytheresa.com
Rating: 1.71

1.7 Rating 183 Reviews

19 %

of reviewers recommend mytheresa.com

Company Reviews

Questions

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

Visit Website

Write Your review

Tell us how mytheresa.com made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“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”

Helpful Report

Posted 9 months ago

“I ordered three dresses. Each dress is two pieces-so I was expecting 6 pieces. I received a shoe box with 5 wrinkled pieces stuffed inside. Mytheresa sent only HALF of one dress, another with a hole, and the third one sized for a toddler. Customer care has offered nothing apart from lip service, no return label, no replacement, absolutely nothing. I have no way to return anything to a warehouse in Germany. I’ve attempted to send photos to them of the damage, my emails are now being kicked back as “undeliverable”. I’m stuck with three unwearable rags with absolutely no recourse. Do not buy from this company-please read the reviews. It’s an expensive nightmare.”

Helpful Report

Posted 9 months ago

“Gucci Bags - Resale Evaluation / Devaluation 19/June24 SOLD two used (but almost brand new) Gucci Bags to MyTheresa Second hand store - Vestiaire Collective, where these were valued against a multitude of close-up photos as requested and provided. The value estimated was already low but I agreed and shipped out to Vestiaire. (Estimate was LOW compared to a competitor's offer Farfetch but wanted to use the refund on a bag available only with MyTheresa). On receipt, they deducted another Euro 36- stating stains/blemishes which were already quite visible in the high-resolution photos originally provided for the first estimation. This is their reply... has been found as almost compliant to the description and photos: multiple stains on the main compartment. Micro scratches on the hardware. Discreet marks on the clasp's leather parts. Understand that I agreed to the terms that the estimation can be devalued upto 20%, but what is disgusting and deceiving is that you are not allowed to reject their 2nd evaluation even though it was confirmed via e-mail that YOU COULD, before starting the process … 14-Jun-24 – 09:41 CEST – June R wrote … Concerning your next questions, you can of course refuse the final evaluation. So, once the item is refused, then we will return the item to you for free. Unfortunately, I felt this was quite deceiving and a low blow from such a high-end shop for Euro 36- knowing that you are about to spend the sale value at their shop. It's not like getting a cash refund. MyTheresa … it's the FIRST and LAST time. Continuation on... 21/Jun/24 This SLEAZY bunch also had the nerve to come back stating I was addressing the complaint to the wrong company, where one can ONLY access the RESALE SERVICE thru the MyTheresa website and all correspondence SHOUTS out MyTheresa … how LOW can they go? KEEP AWAY FROM MYTHERESA AS ONE DAY YOU ARE BOUND TO FEEL THE PAIN. Tip for consumers: Yes ... this company has a 9% one-start rating on Trustpilot and what boils my blood is that they come back stating that my review was addressed to the wrong company, yet the RETURNS DEPARTMENT can only be accessed thru their website, and the credit is posted to their website. They should acknowledge their issues and try to correct them not hide and deflect. Cannot stand such ungrateful/deceiving low lifes.”

mytheresa.com 1 star review on 21st June 2024

Helpful Report

Posted 9 months ago

“Mytheresa sent me a completely different item from a different brand. They messed with my $3000, my whole savings. Even after I followed all their instructions, they still didn't take the item (THE WRONG ITEM) back. They played with my hard-earned money. Now I'm not only stuck with the wrong item, but I also have a $3000 hole in my bank account. They sent me a $1000 item that I didn't even need or want. It's a total scam, scam, scam! I would never recommend ordering from this website.”

Helpful Report

Posted 11 months ago

“Please please don't buy it's a scam , I bought authentic Dior they sent me a fake one made in China and don't answer their employee”

Helpful Report

Posted 11 months ago

“This shop is scam !I’m buy three pairs of shoes and have returned all of them next day in one box but them turned back money only for 2 items! After my calls ,letters ,long waiting for explaining them mailed me that them didn’t find my third returned pair of shoes . I’m in shock! what to do in this situation?!! I'm robbed!!!”

mytheresa.com 1 star review on 25th March 2024

Helpful Report

Posted 1 year ago

“I purchased a bunch of dresses from them bc of the free returns. I was planning on picking the one I wanted and sending the rest back. I didn’t get an order confirmation via email, like I do with any other legit company. I reached out to customer service, and they wrote back saying they couldn’t find my order. I eventually did receive an order confirmation, but by that point I had read your reviews!! Thank you!! I immediately requested my money back and I waited with the agent until I received her email confirming that my order had been cancelled. If you do buy from this company, make sure you use a credit card with fraud protection! That’s the only reason I didn’t completely freak after reading the reviews.”

Helpful Report

Posted 1 year ago

“The shop consistently lies to its clients, doesn’t stick to given promises. Was my first time experience with this platform and it was a total waste of time, money and effort. I made 2 orders within 2 days. First one - a dress for my daughter. Delivery from Italy to Greece said 5-7 working days. Makes sense. How long can it take? I had a few more days for it to arrive on time. The dress was supposed to be for her birthday party. However in reality it became 2 full weeks! Which means no dress for the party. I placed another order dress for myself 36 hours later. This time I chose express delivery, promised timeline 1-3 working days. 2,5 days later the dress wasn’t even sent and it’s already weekend so no one would send it till Monday now despite customer support ensured me they prioritized my order for logistics department! Yeah right. I had to cancel the order now on day 3 cause it’s already clear it wouldn’t arrive on time as well. I will never purchase anything from them again and don’t recommend anyone do it unless you have a month to wait. Ridiculous, unacceptable service and no respect for customers. I now read reviews that company doesn’t always refund and am worried if I even gonna get a refund. Awful.”

mytheresa.com 1 star review on 16th March 2024

Helpful Report

Posted 1 year ago

“Absolutely terrible customer service. I was told my return was on final sale so it could not be refunded. I had taken screen shots of the entire purchase so I had evidence that their website did not say that. Please save yourself and DON'T order from this site. Scammers and really bad business. The associate on the phone said she gets upset customers all of the time who don't receive refunds. Sad and poor. Please put My Theresa out of business.”

Helpful Report

Posted 1 year ago

“I ordered from Mytheresa for the first time however, I received a package without the item inside (they stuffed the box with all papers). After contacting the customer service and lengthy communication, Mytheresa denied the responsibility and provided only fault and untruthful excuses. The money was taken upon placing order, but I received nothing. No refund and no help. Have reported to police about this fraudulent transaction. Big scam!!Please be careful.”

mytheresa.com 1 star review on 15th February 2024

Helpful Report

Posted 1 year ago

“I bought a Prada bag valued at 1,850 euros for Christmas that arrived stained, badly wrapped and without a box (although I expressly asked for it). I sent them the corresponding photos where the stain was clearly visible. It took them two weeks to respond and they tell me that a label is missing (which of course I didn't receive) and that they can't be held responsible. I didn't do anything but open the bag and see the mistake. If there has been a problem with packaging or transportation, Mytheresa should respond.”

Helpful Report

Posted 1 year ago

“Took 3 weeks for DHL to return due to MyTheresa not supplying paperwork on time. Once they received my order they refunded the item via store credit note and the tax back to my card. They could not even get the refund right. Spoke to several reps who said they don’t know why this happened and would send it to accounts team. Nothing was done. Once I managed to get a manager (after requesting for the 5th time for a call back), ny refund was done correctly. Please do not buy. I have $6000 sitting with mytheresa for 4 weeks from when I returned my item.”

Helpful Report

Posted 1 year ago

“A nice website with the latest brand"s collection. Professional service.”

Helpful Report

Posted 1 year ago

“I returned a Gucci dress to this merchant and have never received my refund since Sept 2023. They have given me noting but BS. ADVOID this store. Customer services is horrible. My experience has been a NIGHTMARE. I have yet to receive my dress nor a refund. This place is a shame!!!!!!!!!!!!!!!!!!! DO NOT PURCHASE FROM THIS STORE!! Julie”

Helpful Report

Posted 1 year ago

“Ordered a $1500 jacket from Mytheresa, didn't receive the jacket, no response to date on where or when I will receive a refund or where the jacket even is. I have to work hard for my money and I feel totally scammed.”

Helpful Report

Posted 1 year ago

“Antisemitic! Why did you take down Dodo Bar Or’s website?!? 🇮🇱🇮🇱🇮🇱 stand with Israel!! Hamas is ISIS!!!! The west is next!!!”

Helpful Report

Posted 1 year ago

“Ordered a wedding dress totalling £2800. They claim the package was delivered...but I have never received it..even though it required a signature, so not sure how they even can say that. I printed out a claim and it has been over three weeks and they are just ghosting me. I am shocked to be honest.”

Helpful Report

Posted 1 year ago

“Awful. £70 out of pocket for a delivery I never received. They told me to fill form out. Didn't have a printer so they said was ok to just write it out and take a picture (which I did). Fast forward 2 more weeks and then told they need print out. Got a friend to print out etc and I filled in etc. Now told that I'm still not getting refund despite not receiving parcel. Jokers. AVOID!!!”

Helpful Report

Posted 1 year ago

“I thought it was just me. I bought a Khaite dress on sale and I only realized when I first took it out in full light a couple months later that it has stains. It’s been weeks and still no word from their “after sale” service. I come here to find others with similar stories. I agree with the person who suspects they’re selling damaged or sample/runway goods. Either that or people are wearing items and returning them, and they resell it at retail prices.”

Helpful Report

Posted 1 year ago

“Awesome service and very good quality, recieved in time.”

Helpful Report

Posted 2 years ago

mytheresa.com is rated 1.7 based on 183 reviews