I am here to complaint about mytheresa.com's services, I have bought a pair of shoes order#uk11290867, 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.