Nina K.

I was looking for a particular dress which was sold out in UK, then this online retailer popped on my computer screen. I registered with them, they gave me a discount code for this and of course, when I wanted to check out the code didn't work-but they got my details. Anyway they had a dress I wanted and I bought it. I pre payed for the taxes and duties; although they do trade in £ and after you put in your address they convert from $ to £. They have good collections and I bought several pieces of clothes. Some of them I returned, they were not the right size. Now they are refusing to pay me back what they charged me for the import tax and duties. I am a frequent buyer from the USA, unlike Saks, Neiman Markus, Bergadof and Nordstrom who trade with the Borderfree tax system, they don't. Now they are refusing to tell me how much money I actually pre payed and how much in total they are stilling from me. They are refusing to answer on my email. They are running a scam trade operation. I already informed the Trade Standard office of UK. Please be aware, this is unfair trading. Companies which trade in UK must have a function to remind customer on extra duties and taxes before this customer press the final " check out" button.

Good stock-very uniques styles, some extra special items which are usually not available from other fashion online stores.

I was a god customer of Mytheresa.com. Last year I spent over 3,000 pounds in this online retailer. Two weeks ago I bought J Brand jeans. I have 5 pairs of this brand jeans at home and funny, the pair which arrived and it was my usual size, was too small. They exchanged it for a bigger size. I received the jeans last week. After I wore them for an hour, the stitches ripped apart. This was actually few hours after delivery. I didn't know there is a problem as such and I took the tags off. The next day I sent them back, this was before 24 hours after I received them. I just received the customer service letter that they will not accept this. They are refusing to inspect the material, or to contact the brand. In the mean time I found out from the local high street store which also stocks J Brand, that there is a manufacturing mistake with this particular style, which also comes in irregular sizing. They got several returns which they already accepted in this store. I reminded Mytheresa.com customer service, that they are in breach with several EU trade standard laws, but they don't care! I am very disappointed, I think they have very good buyers. In March I just bought pair of Gucci's which were completely sold in UK by Net-a-porter, also they usually get things in stock before Matchesfashion.com. Now I have to contact my credit card company and start the dispute; also I will contact the Trade standard office of UK! So my advice-be careful before you buy something from them! The customer care team, does not represent customer rights!

On 18th of April I bought 6 items in total over 2,000.00 pounds! They assured the shipping 2-3 working days. I called them on 23rd of April and they were very impolite. They said they will ship in next 5 days, if they will at all! I reminded them about their customer policy on their web side, that the shipment takes 2-3 working days and they told me, that they don't care. When I asked them are they there for their own sake or for the customer's one, they said, that they have never offered any of the customer service warranty-at least they were not laying!