MYTHERESA

I ordered a pair of Nike that I has having trouble finding in the store... cost a bit more, but the shoes arrived as promised and very BEAUTIFULLY packaged. Fancy scmancy!

I was sooo scared to order from MyTheresa due to all the negative feedback.
I live in Toronto, Canada and made an order for Maison Martin Margiela shoes and within 24 hours I received a shipping number.
I was also nervous that it wouldn't come for the day I needed it... which was April 9 for my birthday. The expected delivery date was April 3rd and I placed the order on March 30th. The shoes actually arrived on April 3rd, exactly when I needed it for. All the way from Germany to Canada.
It came in a box well proctected and wrapped beautifully with a nice ribbon across. It also included a thank you card from MyTheresa. Best part is the shoes are 100% authentic.

THANK YOU SO MUCH MYTHERESA!

First of all, I need to say that I am not paid for this review, nor do I work for the company! I am only a customer, and this is a real review of my experience with MYTHERESA! After reading all the bad reviews, I still gave them a shot due to all the good reviews... AND... Other big/ reputable companies who I dealt with before also did some things that I didn't like, and would have given them a bad review as well, so. I said why not try MYTHERESA! Maaaan am I glad that I did! Yo, they did better than a LOT of stores who I spent money with! They did so much as if they wanted me to know that they were trustworthy! First of all, I got updated emails as my package was being processed, handled and carefully shipped! Then. Yo. After I received my order (which I did take pictures of) look how they prepared it, packaged it, and shipped it! Yooo... Flawless! (Really! Look at the pictures that I uploaded! Yo, forreal! No doubt baby!) I have AB-SO-LU-TE-LY nothing bad to ever say about MYTHERESA! ONLY The best from me!

No refund big amount in euro. No reply. The don't respond on my email. No trust. Technically website working much worse than before.

I recently start to shop at MyTheresa. Recently I bought a pair of shoes, MyTheresa used UPS to deliver the shoes. As I was away for holidays, I have rescheduled my delivery on next Monday. However UPS has messed it all up, instead of sending my shoes on that Monday, they returned the parcel back to MyTheresa. This is not MyTheresa's fault at all, so I contacted with MyTheresa straight away on the phone and told them the situation. They told me no worries at all, as soon as they receive the parcel they will resend the parcel to me straight away. They also emailed me with the same promise as well. Few days later, instead of receiving the shoes, I have received a partial refund (total deducted my postage) for my shoes. I then have sent them 2 emails complaining this matter however received ZERO reply, then I have no choice to ring them again, the customer representitive doesn't really understand me at all and kept saying we have already refunded you. In the end I just asked my 10 pounds postage back and have done with it. Very dissapointed with the service, I hope they can improve their communication with customers and within their company so they won't mess up any more orders again!

My experience with mytheresa has been nothing short of a nightmare! Please avoid using this website. I made a purchase on November 14,2017. I never received the package due to complications with UPS. I order online all the time, and have never had delivery issues to my building. UPS never attempted to deliver the package, but instead shipped it back to mytheresa. When I called customer service they offered to re-ship the package via DHL as a courtesy to me after my bad experience. I told them that if the package was not shipped via DHL then I would like to be refunded immediately. They sent me an email confirming my request, and I was told that someone would get back to me either way. I did not here anything from them after sending an email in reply. When I called mytheresa I was told that my package was re-shipped AGAIN via UPS. I immediately asked for a refund which they refused to give me, stating that the package was shipped out and had to be sent back to them before I could be refunded. I went ahead and checked the whereabouts of the package with the new tracking number provided... the so-called "package" is "ready for shipment" (meaning it has yet to be shipped). To add insult to injury, when I called back to express my displeasure I was yelled at by one of the customer care agents, who promptly hung up the phone in my ear. It is 9 days after I made a purchase for 525 on mytheresa, and I have got nothing but bad treatment, disrespect and a lot of headaches. An absolute nightmare! Never again! I just want my money back! I decided to write this review immediately to let others know, and avoid this website at all cost!

Completely unprofessional. My item never arrived and they did nothing about it. Use Net-a-Porter and Farfetch instead.

It has been 6 weeks since the order was voided. I've had so many back and forths through email with this company and they tried quoting their terms of service to delay the refund. Unfortunately for them, their term of service actually qualifies me for an immediate refund. At that point, they just kept asking for me to "keep waiting patiently"

I do not recommend this to anyone. My order totaled $2000. They have no right to this money. TERRIBLE TERRIBLE EXPERIENCE. This is one of the WORST high-end fashion e-commerce site. For your information, I voided the order because the items I ordered (Italian brands) were shipped from china and they asked me for my SSN for "import" reasons. Never have I ever ran into this before. And why are my authentic Italian brand products coming from China? I'd be surprised if the brand itself allowed for direct from manufacturer orders from a 3rd party retail site like mytheresa.

BE CAREFUL. If you do decide to try them out, consider your money lost forever. You will never get a refund

First exprience was very bad.
Ordered several other items since and their service improved considerably.
Good and reliable so far.

I ordered from this site and recieved confirmation within minutes and was expecting shipping the next day. I checked my emails the next day and was shocked to find an email from them asking for further security verification by way of sending a photo of my credit card and some photo documentaton ie a passport!. I then phonedcustomer service and was told that it was normal practice for them to ask for this in a few cases (despite my card going through verified by visa) i told them there was no way i was sending this info but there is nothing on the site to inform anyone about this practice. They said that if i didnt provide this information within a week the order would be cancelled but I immediately cancelled anywayand told them that i would be contacting my bank and warning other customers about this to which the customer service rep replied "you can do what you like"
Awful service I then contacted my banks fraud team to make them aware and they were astonished and told me that this is certainly not normal practice

Not trustworthy
Bad service, horrible customer service
Save your self money and trouble
Avoid at all costs

I am here to complaint about mytheresa.com's services, I have bought a pair of shoes order#uk*******, i returned it on my own forwarder and provide them with full tracking details. It shows being received on 1/30/2017, so i remind mytheresa to notify me when received. After more than 10 days follow up with back and forth emails, mytheresa only tell me they did not received yet. I provided with tracking number, forwarder's web link, return address, etc, the answer is still the same and like robot. They just simply reply my emails with not yet received. They have zero interest on finding out where the returns ever landed. They are rude and not helpful, they even reply me to ask my forwarder to return back to me!

This is my first time ever have this return problems with a shopping website, I bought more than 100 items with all the exchange and return all the times. It never happens with matches or netaporter or farfetch!

The most disgusting part is, they seems no escalation windows... no matter i complained on their customer care or Facebook or twitter, there is only 1 customer services representative repeatedly reply to me!

Follow up on this case, after i complained so many times, they finally said they received my return, but they requested me to pay the custom clearance fees which is 30% (80 GB) of the order amount. So I asked them to show me the documentation, and they told me actually that is operation fees instead of import tax, etc etc.

I am so sick of this company, they keep changing their story from time to time, not receiving... send back to HK... need to pay for custom clearance... operational fees... I am very upset but i finally agreed to pay them to go away.

I will never buy from mytheresa again, I was valued by other shopping web, they provided easier, faster, better services, and they do care.

This is like an nightmare, I bought a pair of shoes, I do not like it and I return it fast and within the returning period, I end up paying the return shipping cost on my own and 30% of the order amount for nothing... this is the worst nightmare ever for a shopping girl.

Make sure you think billion times before you placed order with them.

They are selling fake Tod's, the logon on the shoes are obviously fake and different from the authentic one!

Don't order from this company if you don't want to risk being accused of damaging / using the product if you send it back!

I wish I had read reviews before purchasing. I ordered a bag from MyTheresa. When I received it I took it out of its dust-bag and handled the bag for just a few minutes, with care. The shade of green wasn't right for me, the leather and construction didn't feel like it would hold up for many years and the bag sat awkwardly on. I put it back in its dust-bag, filled in the customs paperwork and took it back to FedEx. I actually took it back to FedEx before I even received an e-mail confirmation from MyTheresa that my package had been delivered to me (I like to send things back immediately when I can).

The return process seemed to be taking a while and so I enquired what was going on. Apparently they needed more time to inspect the returned product. The next day, today, I received an email claiming that I damaged / used the bag. This is a spurious accusation which now has me worried that they will refuse to issue my refund, especially after reading some other reviews stating that when this happened to them, the company refused to issue them a refund.

I have had a few negative experiences placing orders online, but never anything like this. I will never place an order with them again and will warn others to stay away from this company. Even if they end up issuing a refund, I would prefer to live without the added stress of being accused of damaging and using a product when I have done no such thing.

Edit: They notified me that they are issuing my refund. I provided customer feedback that I won't be making purchases from them again after being accused of mishandling their product.

They sent me a different pair of shoes than the ones that I bought, hate this page, made me waste my time and my money. Stay away from this page.

I live in Sweden. A year ago i bought Gucci sandals through that site. A month ago a defect appeared inside the sandals and I contacted Mytheres customer service for help. My request was to correct the error that occurred and they approved my request, the product is under warranty for two years.

They wrote me in the email.
So, they wrote, as you can see: we accept your Gucci sandals for a repair service from the brand.

I was pleased with the answer because that was all I asked for. I packed my sandals and sent them.

I also put the letter with the shoes in which I explained that I was not returning the Gucci sandals but was sending them for service, as agreed.

One week after I received a mail from Mytheresa that my money had been returned and that my sandals were no longer mine.

However, they decided, without my consent, not to return my sandals to me and return the money to my account.

It was not part of the agreement nor did I indicate it in the email.

I create my own style according to the Gucci sandals I have had for a year. I could have solved the defect with the local shoemaker, but I wanted to see what they could offer me. I think they should ask me what I want to do with shoes that I bought one year ago.

It is not right for Mytheresa to break our agreement, which was written in an email and send me there decision without my consent.

I have the right to decide on the things I paid for before everyone else.

Please help me. I tried to contact them by email or phone. No one answers me and gives no explanation or apology.

I didn't ask for the money back. Money doesn't mean anything to me. I want my Gucci sandals which I sent for service. According to which I create my own style for a year.

If they were not in the process of arranging them, as they had promised, they should have informed me of it. The decision should have been up to me.

Super fast delivery, beautiful packaging and awesome service. Highly Recommended! Thank you Mytheresa team.

Perfect! Tomorrow mornig i paid for YSL bag and today at 12am i have it. Thank u so much, excellent service!

Lately the service rendered by the Mytheresa Team is really AWFUL, HORRIBLE AND UNACCEPTABLE!

What happens is, I will order something and they will take around 2 months to dispatch. I have to follow up (by email every other day) and everytime I email them, the email will drop into their "enquiry" box and they will send the standard email "thank you for your email... we are dealing with high volume of emails and orders. We will revert to you soon" and they will take another 7 days to reply to my email! So all in, they will take around 2 months to dispatch.
A few months ago, something very strange happened. They asked this Italian girl to be my "Personal Shopper Agent" and she pretended to help to expedite my order; instead of the usual 2 months to dispatch she was able to dispatch within 5 days! WOW...
After that, when I wanted to purchase another item, she kept asking for my credit card number. I refused to give it. She then stopped answering my enquiries. THen anotherAsian guy took over. He was not as bad as the Italian girl. At least he did not keep asking for my credit card. But anyway after two weeks, even the Asian guy refused to help to expedite my order.

I ORDERED A GUCCI TOP LAST SUNDAY. AM STILL CHASING THEM TO DISPATCH! THEY JUST IGNORE MY EMAILS. THE ASIAN GUY IGNORES MY EMAILS AND MY TEXTS. I PAID $1400 FOR THE TOP!

SO THOSE OF YOU OUT THERE! BE CAREFUL... BEST YOU GO TO ANOTHER MERCHANT

I have been a customer of my thereasa for about 5 years having had quite a few deliveries over the years I had returned the odd item always making sure it was raped properly and returned correctly. I placed an order and when I received an email from DHL it did not give me the option to collect my parcel from a collection point when I called DHL they explained that on all orders the company my thereasa had stated no UK orders can now be collected they have to be delivered to the address, I called my thereasa and was told by there customer service that the UK is the worst country for fraud I could not believe this was said to me WHAT AN INSULT OMG! I cringed and could'nt believe she said this to me how dare my thereasa tar all British people as thieves like this, she made it sound as if we are all thieves and the UK is the only country they do this with, if I was going to steal from them I would not have waited 5 years I took this comment as a racist one against my nationality which I am proud of I received my order promptly returned it and requested my refund, I have now closed my account I will not deal with or do business with my thereasa again my thereasa is a German company they need to look at there history they have nothing to be proud of, absolutely NOTHING wHERE AS GREAT BRITAIN has everything to be proud of Helene

My Theresa is a scam they took my money and said they cant send the item as its faulty but have not returned my money

Oh, i forgot to mention that they provide different prices to different countries within the E.U. How fair that sounds!

Great unique clothing but expect a surprise from DHL. This is not exactly clear when you order online.