MYTHERESA

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.

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

I ordered a Gucci shirt on Friday I live in the us and I got my order on Tuesday. It was fast product was packed amazing.

I will say, I was initially hesitant and nervous to order from this site only Bc I saw recent bad reviews but I equally saw good reviews. The bad reviews were very recent. I was told by a personal shopper/stylist it was a reputable site to shop from and all items authentic and not a scam. So I tried to place my order 3x but my bank put a hold on it and warned me not to and be careful, and re read the bad reviews to me, they talked me out of it, saying 3tries then something must be wrong. I think the bank was just hating, so I did it through paypal, surprisingly it went through and PayPal has buyers protection. 4th time was a charm. I needed these balenciaga shoes for an event and sold out everywhere, mytheresa was the only site who had them. Anyway, I live in NY I place my order Tues, got my shoes Thurs so fast! Shipment process kept me very informed, texted and emailed me every step of the way until my order was delivered! The best part was the presentation! I opened one big brown delivery box, to a beautiful mytheresa white bow ribboned box, with a beautiful booklet with invoice papers, return instructions and papers and stickers. Then a thank you card, on top of a balenciaga shoe box, inside was another card with trying on intructions in case if u want to return, my dust bag, extra heels caps and my balenciaga pumps in perfect condition, no defects, serial numb etc & they fit perfect! The same exact shoe I saw in Saks, but they only had one 35, not my size... I analyzed everything! I'm so happy with my purchase from mytheresa.com they are true to their word, very attentive! They are "official tissue" a NY slang Lol! Im so glad I didn't listen to the bad reviews or my bank. I will be a return customer of mytheresa.com Thank you so much!

Disgraceful customer service with no resolution in sight
I don't even know where to begin. I ordered 2 items in early April to be delivered to Washington DC. I got shipping confirmation and tracking information which I began to follow. The shipment was due to be delivered to my home on April 9 but was put on hold on April 12. As there are many reasons for shipments "on hold" which I understand can often take up to a week, I left it for a week before I started calling mytheresa. Apparently there had been a minor mistake in the address, and R instead of an E. They asked me to rectify this which I did. No confirmation from either mytheresa or dhl confirming the update. I followed up with 2 or 3 emails to both dhl and mytheresa asking for confirmation. Neither responded. I finally called mytheresa again and she tells me there is a protocol and that they go through their customs department and that they cant contact dhl directly! I then took the initiative and called dhl myself and spoke to Maria who told me that she would update the status and that the parcel would be delivered April 28. Sure enough, the status changed but no parcel. They updated it again to April 29. No parcel. I went online today April 30 and the status is back on hold with a location of Cincinnati Ohio! This was where the parcel had been originally processed through customs. I called Dhl again! The customer service guy told me that the matter had been escalated because they can't trace it. At this point I just want my money back. I called mytheresa and told them. I spoke to a representative who told me I would need to wait for a refund until dhl had officially declared the item lost. I asked to speak to a supervisor, she put me on hold and then hung up. I called back and was given the same benign answer and then he proceeded to repeat on the phone what actions mytheresa had taken obviously to ensure they had checked all their boxes and in their own best interest. Customer is definitely not a priority. Mytheresa is efficient when you are purchasing but their follow up is the worst I have ever experienced. Not only will I never purchase from this company again, I would caution anyone to reconsider purchasing from this retailer. They way I have been treated is abominable and their communication via email to me has always been prompted by a call from me. It is NEVER self initiated or proactive. There are a lot of other luxury retail options to spend thousands of dollars that I'll be exercising in the future. Shame on you. All I want now is a return of my money and they are refusing to do this until they work out their own insurance and compensation. I am appalled and still in shock.

I have ordered a Givenchy medium and I sent an email after 5 days of purchase as I have not received any tracking ID since the day of purchase.
However I received an email which they need my 6 digits bank security code for their payment verification as I have used a credit card to purchase on their website which I am never use it on their website before.

After provide the 6 digits security code ( which will invalid during the purchase so I think it's ok to reveal for them as they told me if I do not provide for verification and it won't goes to shipment.), but then I call to my bank to clarify whether it is secured to provide a invalid' code which the code only valid during the payment which will received like an OTP through message.

Later then I sent an email in regards of my question to Mytheresa hope that they could help on the doubts which it is secured under data protection ( which is simple question and not sarcastic kind)

However then in the late evening on the same day after the second email that I replied to them, I have received an email which said that my order has been cancelled by them but due to verification has failed.

I called up the customer care and brought up my doubt which how does the verification could failed which the code is provided by the bank?
So she replied I can always call up the bank and ask because they have already cancelled my order and she can see I have sent email to ask about the code.

It is kind disappointed which I have patiently waited for at least the 6 day from the purchase.

In conclusion, I asked whether is it my fault to reveal the code and is my bank's fault to provide a valid code but caused their verification failed so that I could not purchase.

Anyway, although it is a bad experience which my order had been cancelled but it is not due to out of stock. It is because they could not answer the question and they don't want it too.

I have not encountered which I am always purchase everything through online. If I could have purchase from online I would not wanted to go for shopping trip.

But sad to say so, in a logic sense, I am disappointed with the reason from there. I am also regret which i did recommended my surrounding people may go through mytheresa to purchase their goods.

Hence, Thanks for having me to have this experience with mytheresa. I would not purchase since they are having worldwide customers which love to buy from them and I can understand they do not need a buyer like me which could brought question to them.

I just want to laugh at whatever had happened, which it is my first time experience to encounter this.

Thanks guys for letting me have a review here. Just share with my experience.

Via FB zag ik dat een aantal items bij Mytheresa in promo stonden nl. 30% korting. Ik bestelde twee items met 30% korting. Op het einde van de bestelling bleek de korting verdwenen te zijn. Is trouwens niet de eerste keer dat ik problemen heb met kortingen op deze site.
Ik mailde Mytheresa en kreeg als antwoord dat de promo enkel geldt voor Duitsland en Oostenrijk... Als het op mijn FB komt in België en daar staat nergens te lezen dat de promo niet geldt voor België, is dat gewoon misleiding. In het begin van plaatsen van mijn bestelling werd er wel 30% in mindering gebracht, op einde was de korting verdwenen.