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

“by far the worst online shopping experience ever! unbelievable really. when you communicate with their customer service they reply you once and then silent mode forever :) really i've never seen such a disgrace platform before.”

Helpful Report

Posted 3 months ago

“I was also a victom of Bad behavior retrun policy. I’ve been a loyal Mytheresa customer and spent thousands on their site, but my recent experience has been beyond disappointing. They blocked my $4,487 order, claiming I was flagged for ‘bad return behavior,’ even though I’ve always returned items in perfect condition, exactly as their policy requires. Shockingly, this so-called policy about excessive returns isn’t stated anywhere on their website, leaving customers unaware of this hidden categorization. Penalizing shoppers for following your own return guidelines is unfair and deceptive. This lack of transparency has made me reconsider ever shopping with them again. Online shopping relies on the ability to try and return—Mytheresa, you’ve lost my trust.”

Helpful Report

Posted 3 months ago

“Order placed 12/16 for delivery by Christmas. Order never arrive and stuck at FedEx. MT not refunding until the package ir rerouted by carrier so almost a month later, charge is still on my card for a package that was never received and no longer needed. I have many email from customer service and calls with no help or desire to actually escalate reversal of charge. Second such encounter with MT - I've deleted app and avoid purchasing in future.”

Helpful Report

Posted 3 months ago

“Same here - order cancelled and asked for a bank transfer. Orders only returned because they didn’t fit. Isn’t this practice of blocking orders illegal ? I’ve only put in two orders in the last 12 months looking at my account- yes both returned but for legitimate reason.”

Helpful Report

Posted 3 months ago

“I don’t know what has happened to this previously great online retailer. As with many of the reviews before, I’ve had 3 recent orders cancelled and been asked to wire transfer payment instead. I was convinced it was a scam, but apparently not. It makes absolutely no sense and I won’t be doing it. As people say, plenty of other great retailers to purchase from, and sadly I think Mytheresa is going to lose a lot of longtime valued customers as a result. Such a shame.”

Helpful Report

Posted 3 months ago

“My orders had been cancelled and I was asked to wire the money. Why would I do that? Better to shop on net-a-porter and stay away from mytheresa.”

Helpful Report

Posted 3 months ago

“I've been a customer for years and never had a problem before. Today I received the same shady email requesting a wire transfer for payment. I called and inquired and was told it was the system which had indicated I had too may returns. I placed 9 orders in 2024 and kept 6 of them. 1 was returned due to sizing issue and later repurchased in the correct size and the two other returns were due to poor quality, all returned promptly, well within return window. There are plenty of other places to shop online with better customer service, I will not be shopping at mytheresa again.”

Helpful Report

Posted 3 months ago

“Ordered an expensive dress, very pretty but immediately some of the gold rubbed off leaving blotches of silver. When you pay that much for a dress you expect the quality to be better. I was told it did not qualify for a refund or replacement.”

Helpful Report

Posted 4 months ago

“Really odd, asked to make wire transfer for an order. Explanation, I have returned too many orders but after my verification it does not reach 70%??? Non sense. Not ordering again. Everything can be found online these days, don’t need to use my Theresa again. When someone buys luxury products nobody has time to be dealing with poor quality costumer strategy and clearly shady practices. Moreover, nobody sane and sensible these days is pro overconsumption and wants to keep items won’t be using just because, instead of returning them. There are other platforms. Skip this one”

Helpful Report

Posted 4 months ago

“Terrible company who I used to trust but do not trust now! After placing two orders online (have used for years and always been fine up until now) they advised me they have cancelled my order as there is a problem with their system and they can't accept card payments online at the moment and I have 72 hours to wire a bank transfer to them or else they'll cancel the order. As I have used them for years in the past and they have always been good up until now I thought it was legitimate and so transferred the money by wire transfer. Both times they received the money, then for no reason cancelled the order and then refunded me a lesser amount than I had paid. They are insisting it is due to exchange rate but that is nonsense as that would have never happened previously and if returned something before always got back what we paid out. For one order they are withholding over £100 of my money and saying it's the exchange rate! That is theft and please no one use them or send them any money by wire transfer! I have sent them bank statements for both transactions showing what I paid and what I have got back (and know due to the exchange rate they will have received the money in Euros but it is the equivalent amount and if they then cancel the order despite me following exactly what they asked me to do within the timeframe they should refund in full) and each time I get a different customer service agent back quoting what sounds like a "computer says no" answer and stating it's just the exchange rate. I have repeatedly asked to speak to a manager as well and have had no luck! This is theft and I'm sorry to see what once was a good company go to disrepair. Do not use them. They are now sitting on over £140 of my money for no reason and refusing to refund it! 13th December 2024 - Update on this company. They are still refusing to do anything to rectify the situation and hiding behind the excuse of exchange rates is why I am now down not only the goods that I bought in good faith but also out of pocket £146.68. I have asked to speak to a manager repeatedly and still get a different person everyday...do not use them!! 16 December - Update on this company...MyTheresa have still had no manager reach out to me after repeated requests and each time is someone different. I have requested this now since 6 December and they are still holding my money for no reason after cancelling two orders for no reason and refusing to refund the money they are holding and hiding behind exchange rates problems when the money was transferred in good faith for items. If they cancelled the order the full amount should be refunded ..they are refusing to acknowledge their theft let alone try to rectify this situation. It is appalling customer service...please do not be scammed by this company!”

Helpful Report

Posted 4 months ago

“While I realize I should have one you can't make a purchase with Mytheresa without a cellphone.”

Helpful Report

Posted 4 months ago

“Same for me - payment card rejected - account blocked for no reason. No acceptable explanation from customer service person - only way is by bank transfer to Germany - unacceptable given potential fraud.”

Helpful Report

Posted 4 months ago

“I have also just experienced the same ‘blocked payment method’ issue. I’ve been a loyal customer for a few years and more so since Matches went under. I had no clue that there was a penalty for making a return. However, according to the agent it’s due to a ‘system issue’ at their end. I won’t be making the wire transfer. And I won’t be ordering from them again. What a very strange method of operating an online retail business.”

Helpful Report

Posted 4 months ago

“Wow what an awful experience and where do I start.... On the 30th August 2024 I ordered an off the shelf Self Portrait wedding dress for my wedding in December 2024 (£480). The dress arrived and upon examination it was noticeably defective. The material was badly worn away in places and almost looked like big holes in the fabric. I contacted Mytheresa and duly provided pictures of the defects and the tags still attached to the dress. The return was accepted and a replacement provided by Mytheresa. I attended my scheduled dress fitting in November (simply to take the dress up an inch or so) and my seamstress spotted another defect on the replacement dress. I immediately called Mytheresa and duly provided pictures of the defect and tags still in tact. Mytheresa accepted the return however, did not have a replacement dress in my size available. Furthermore, the item was no longer available from any other retailer. Time was of the essence therefore, I had absolutely no choice but to exchange for a larger size and incur further alteration costs. In addition, I had to pay in full for a new dress as Mytheresa would not send out a replacement until the defective item was received by them. I was running out of time and needed the dress asap. I'm now just short of a £1000 out of pocket and have no dress for my wedding day in a couple of weeks. I exchanged numerous emails with Mytheresa throughout the whole of this and they showed no empathy to my situation caused by the supply of two faulty items. Despite promises that the new dress would be sent express delivery it took almost a week to arrive. Again, lots of phone calls in this time and no empathy or efforts to try and help me. The item was a two piece and knowing that they could not (or should not) sell the faulty item to another bride I returned the larger jacket and the smaller skirt as I no longer had the time to make the alterations to the larger jacket. Despite the circumstances Mytheresa refused to refund me. We communicated over email and they always referred to policy however, they could not provide the section of the policy that deals with leaving a bride completely in the lurch on her wedding day due to their lack of quality control and customer service. As Mytheresa refused to refund me I asked how best the items could be returned. They returned the dress via DHL and I received a bill for £217.40. Therefore, that's £697.40 for a defective wedding dress that can not be worn. I will never order from Mytheresa again and I will share my experience with others so they don't have to go through what I did on the run up to my special day. Also I don't rate them 1 star, I rate them -0.”

Helpful Report

Posted 4 months ago

“One way to lose loyal customers. I have been a customer since 2012 until now when after trying to purchase a dress I was told my account is blocked and I can only shop using bank transfer. This was apparently because of high number of returns on my part. The thing is I am between sizes and always buy the items I want in two sizes and then send the one that doesn’t fit back. Apparently, I was supposed to ask for an exchange! Firstly, no one explained to me previously that you can get penalised for returns and secondly it takes longer to exchange an item - you have to wait for it to be received so that they can send another one. I often buy just before a party or a holiday so don’t have a week for a replacement to be processed. It’s faster to order two sizes and send back the one that doesn’t fit. When I tried to explain I got the same reply again and again - the system is set up this way and there is nothing they can do. It would take a human being to look at the history of my orders to work out what was actually going on but ‘computer says no’ and human beings can’t be bothered. Well, in this case there are other luxury retailers available! I’m not using wire transfer as it offers no customer protection in the same way credit card does. I rarely leave reviews but this time really felt I needed to post this. After years of loyalty and thousands of pounds spent with this company I was treated as some sort of scammer not to be trusted again.”

Helpful Report

Posted 4 months ago

“Total scammers I asked for refund literally the day I placed and order and they simply try to twist everything without giving my money back. Provided transaction id everything needed for a refund and still no refund”

Helpful Report

Posted 4 months ago

“FRAUDULENT / BEWARE - Horrible scammers posing as real company - DO NOT BUY ANYTHING FROM MYTHERESA.COM”

Helpful Report

Posted 4 months ago

“Terrible experience”

Helpful Report

Posted 4 months ago

“Don't send them Iban transfers .They are blocking your orders if you return items. They then ask you to transfer them by bank transfer! That way they waiver their fees and you have no consumer rights on returns/refunds. Luckily I got my refund but it seems others aren't so thats bad. Seems like this is a genuine review platform with a rating of 1.9* whilst on trust pilot they are getting fake reviews to outshine the 1* reviews keeping their rating up. Boycott them and shop at companies that enable you to have consumer rights and don't block orders if you have returned items in the past. I am fond of Germans, they take pride, have logic and morals, but this company is going down, lost all respect for this Germany company.”

Helpful Report

Posted 4 months ago

“I had the same experience as other reviewers - I tried ordering something and my order was blocked three times. I called and they said it was due to a new system update and that I could wire payment instead. Completely ridiculous - I guess they don’t want people who have returned items in the past to shop there at all!? There are so many other retailers to order from, so it is mind boggling that they would alienate so many customers in such a competitive market.”

Helpful Report

Posted 4 months ago

mytheresa.com is rated 1.7 based on 183 reviews