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.

I am a long time customer here and I am happy to say I will be taking my business elsewhere!
To claim to be pro-peace and then taking off an Israeli designer! (and by keeping one that's Pro Hamas).
I look forward to watching your company fail in the stock markets because you just losed most of your cliental.
#IStandWithTheJewishPeople

His is the complaint I sent to mytheresa following receiving damaged goods.

They used to be great but now I will be sticking with ShopBop and Browns who actually understand customer service and value customers time enough to apologise and realise that getting goods back to DHL when you work is time consuming and annoying.

If I'd ordered the wrong size etc I would accept it but being offered a 5% discount (about $17AUD) after two phone calls and three emails to get a response for goods that are damaged and need to be returned due to poor wrapping by their staff is insulting. I hope it costs them more for the return postage. They will probably relist and do the same to the next customer. Definitely unimpressed. Advise not to shop there.

Melissa

Hi

I just rang your 1800 line as your website is crashing with the Sale

I love the boots I received today invoice number: AU000XXXX but they were damaged in transit. Photos of the damage to the velvet due to poor packaging are attached

Normally you wrap very carefully so no rubbing occurs and the shoe box contained in the shipping box has tissue around to stop the shoes being banged around. This did not occur this time and as I love the velvet shoes and no exchange is available I'm devastated.

Can someone helpful please contact me to see what else can be done for me? Your phone line outsourced team member was dismissive and told me I
Could send them back. Of course I can, I know that. No apology or empathy was shown and no offer of assistance given

Can someone not from an outsource company please respond. You used to be great to deal with

Thank you

This is the hopeless response I received:

----- Please write your response above -----
Mytheresa Shop_english_

#*******: AU000XXXXX

Dear Madam,

Thank you for your patience.

Great news, we have received an update from our team regarding a workaround for your purchased item. May we kindly inform you that since there is no more stock available for the boots, may offer a 5% discount? We hope this offer is helpful enough to keep the lovely boots you have ordered.

We will be awaiting for a reply. Thank you very much again for your patience and understanding.

Best wishes.

Kind regards,

Youn Jin Lee
Customer Care & Fashion Advisor

And rude

The worst customer service EVER!
I ordered a pair of jeans from them n paid £10 for standard delivery (2-3 working days). On the first delivery attempt, apparently I was not at home so they sent my parcel to a "local" collection point which is 1.5 miles away from my flat, but my flat has 24-hour concierge service which can accept delivery on my behalf. Since I can only walk to the collection point which would take 40 mins, so I thought let's arrange a 2nd delivery! So I contacted their customer care team on the same day of first delivery (19th Jan) explained the situation. They got back to me the following day saying 2nd delivery has been arranged. So I thought good, let's wait for it.
Then two more working days has passed and there was still no delivery (22nd Jan). So I contacted them again querying when my order will be delivered. The girl who dealt with me was saying she can't confirm when it'll be delivered. I need to contact UPS myself or track online to find it out. Firstly she hasn't provided a UPS contact number, secondly its her job to liaise with UPS not me. So I replied to her saying if you can't help me, can I speak to your supervisor instead? Then she replied and blamed me for i wasn't at home, I didn't want to go to pick up my order from the collection point, she has arranged a 2nd delivery for me. She has done everything she can to help me and there is nothing more that she can do. She also said that there is no need to speak to her supervisor as she'll tell me exactly the same. So I replied again n insisted to speak to her supervisor, Then 3 hours later, her supervisor replied and apologised for the inconvenience and have said that she contacted UPS again and my order will come ASAP. Oh well, when I spoke to UPS son after I received the supervisor's email, what she told me was completely untrue! Basically, the re delivery they have requested on 19th Jan was incomplete, no one has called them on the 22nd Jan to request a re delivery, so nothing has happened, if I haven't called UPS today, my order will be just sitting in the collection point collecting dust indefinitely. If I put in a re-delivery request while I was on the phone to UPS, the earliest day they can deliver would be the 26th Jan which is another four days! In the meanwhile Mytheresa customer care team have been so unprofessional n unhelpful, no one seemed to care when I will receive my order!
This is the first time that I ordered from Mytheresa, and I firmly believe that this will be the last. Mytheresa might be a very successful online retailer but you are definitely lacking on proper customer service. Wish you could learn from all major online retailers who has great customer service team which makes online shopping a breathe of air!

MY EMAIL TO MYTHERESA! AT BELOW THE MOST HORRIBLE ONLINE SHOPPING SITE. WORST CUSTOMER SERVICE EVER. DON'T TRUST THEM! NO MATTER HOW GREAT THE PRICES MAY SEEM TO BE, IT'S NOT WORTH IT!

Hi there, I like to take this opportunity to inform your company that my country takes a lot of pride in ensuring security is in place for online transactions. My bank will send an immediate SMS message in less than 60 seconds whenever there is an online transaction made even the transaction amount is less than fifty dollars. If there is a suspicious transaction, we are able to inform immediately because they provide 24 hours phone assistance in such matters. On the other hand, I am not too confident with how your company does verification after making me sending a scanned copy of my identity card and credit card (revealing only the last four numbers). To think that your company is holding the most personal information of a customer, and I really wonder if the finance department did a proper check with the banks. I believe if your company has made a thorough verification through proper channel as in checking with the bank, there is absolute no reason to cancel my order.

Truth to be said, I called the bank on the 27th May, and they informed that there is no update from the merchant to release the amount that is put on hold.
You can stand on the policies of the company, I am a customer who is giving the feedback and to highlight my doubts in how the finance department handles the verification process. I am at the losing end for submitting my very personal information to an online shop and having to say all these, this horrendous experience has convinced my friends not to place any orders at mytheresa. Don't underestimate the power of word of mouth, and I should have known better despite reading all the negative reviews of mytheresa.

TODAY is 2 JUNE! No update from mytheresa to contact the bank to cancel the credit that is put on hold. THIS COMPANY IS ABSOLUTELY INEFFICIENTLY USELESS IN CUSTOMER SERVICE.

A friend who has recently placed an order, received no update on the confirmation on the purchased item or any request of verification besides a receipt number for more than two days. She has only been informed the order has been cancelled after she has emailed them.

Please function properly as a professional online shop if that is ever an intention to be one. Take a cue from your counterparts like LNCC, Net-a-porter in handling customer service and prompt service. Let's not pretend to be one when the customer service does not provide service to resolve a customer's enquiry. If the customer service is only to provide "thank you" and "sorry", you don't have to employ humans for such jobs, I'm quite certain auto- bots are able to function just the same.