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!