I ordered a pair of jeans. I tried them on and thought they fit weird. I always go by measurements not by sizes. I know my exact measurements. Their measurements on their size chart says waist is 34.65 inches and the hips are 44.09 inches. I measured the jeans and they're in fact over a size smaller. The waist is 33 inches and the hips are 43 inches. I asked if I could exchange the pants because they made an error in their size chart. I initially trusted they had provided the correct information didn't catch the jeans were a completely different size right away. Customer service said too bad they're final sale and it's too late. Sorry but if you make an error in your measurements that is in fact your error. I didn't even want to return them I just wanted to exchange them. For almost $600 I'm not buying the larger pair. I've spent thousands of dollars with this company and it's extremely disappointing. They don't lose any income doing a simple exchange. This is the second quality control issue Ive encountered with this company. If a company makes a $600 mistake they should make it right. There are so many other similar e-commerce companies I just won't be returning to Mytheresa. I'll be taking my business elsewhere. read more

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Odd wire transfer request! I've been a customer since 2021 and have bought and returned with no problem. I just tired to order multiple things and it's asking me for a wire transfer. I thought it was a scam at first but I called them and they said it was because I have multiple returns. I made 3 or 4 returns in the pass 2 years but have spent $1000's of dollars. It's so sad that I can't buy from them, going through the process of a wire transfer is insane. They have no warning about this on their website, if they had I would have monitored more closely my returns and how many I did. But it was never an issue! Very disappointing. read more

Ordered a pair of shoes in the size I have worn for years. The shoes were too big. Honestly no way I could wear them. They refused to change the size, although they should clearly have noted that the shoes ran very big. Now I am stuck with a very expensive shoe that cannot be worn. Terrible customer service. Do not order from this company!!! read more

Mytheresa is charging duties on items that should be duty free (e.g. items that are made in the EU and shipped from the EU to Canada are covered under CETA) read more

I purchased a pair of Golden Goose sneakers on 15th December and it was dispatched on 18th December. I have bought this brand before, from several luxury online stores in pristine condition. Therefore, with great confidence I removed the sticker ( on the sole) and stored the sneakers away nicely in my shoe cabinet without inspection..(why should I They are supposed to be from a reputable brand right!!!). I anticipated wearing them at a later date. So imagine my dismay when I actually went to wear the sneakers,to find that the glitter was falling off and it looked as if there was rip within the fabric that left a small gapping hole. As well something hard was behind the rip as if someone had tried to repair it with lump of glue and failed.However I refuse to cast aspersions and say who would do such a thing I emailed customer services on 16th January (within the 30 days of purchase) It seemed to me that their response was use what can only be described as delay tactics by taking ages to get back to me; getting me to take unnecessary videos and pictures and then stalling again before responding perhaps to push beyond the 30days? Who knows! What was their verdict? They believed that I wore them and forced my foot into them creating the tear. My response This is laughable because as a registered disabled person who I rarely goes out and when I do its by transport It is also far-fetched to believe I can force my foot into anything. And their analysis Of my ability goes outside the realms of my consultants' medical analysis of my disablity. Honestly, I am completely baffled as to how their specialist team came to the conclusion. It's pathetic how any company may attempt to hold onto every penny just to make a profit and forgetting that it is the consumer that makes businesses flourish in these uncertain times. Instead they placed all the blame on the consumer rather than accept the product was faulty. I am not naive to believe every customer is honest but not every customer is dishonest either otherwise what's the point of sales? Instead of proving good customer service and accepting that they had sold me a previously purchased item without checking condition or selling a substandard item and selling it at retail value and thus inadvertently trashing the Golden Goose reputation. I have alot of video cameras around my property so I offered them to analyse the footage for evidence of me walking out of my property wearing their footwear. Needless to say I am appalled and feeling very defensive and vulnerable since they inferred that I am a liar and attempt to tarnish me as someone who is prepared to rob them of a few measly crumbs. I truly believe that customer services owe me an apology and should show a goodwill gesture to show sincerity instead they use gaslighting. I wait with bated breathe upon verdict number 2 Customer services responded that it is not a manufacturer's fault and I agree. I believe they knowingly sold sneakers that are defective and they seem to be OK with that. read more

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. read more