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mytheresa.com Reviews

6,490 • Excellent

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Reviews 6,490

Terrible client service, they take you money and don’t respond to you

I placed an order March 26 to arrive to USA and paid extra for overnight shipping
As of April 8 i still have not revived the item
Fedex requires THEIR corporate registration number and other info which they neglected to provide on the way bill . nobody from
MyTheresa will respond to any of my 4 emails pleading for assistance
Very poor customer service, Very very disappointed
Net-a-Porter is a MUCH BETTER SITE .

Dear Mytheresa customer,

Thank you for sharing your feedback with us.

We sincerely apologize that our customer care team did not get back to you within our promised time-frame.

At the moment, we are receiving a high number of requests and it may take longer than usual to respond.

Thank you for your patience, and please rest assured that one of our agents will be in touch as soon as possible.

Kind regards,
Your Mytheresa team

Bad experience

I ordered shoes which came faulty.
I contact them, they arrange it to be picked up and then, when they receive item, said that there is no faulty and send it back to me.
One shoe has a hard jut and make discomfort for me.
Very dissapointed with their business policy and will never order again.

Dear Mytheresa customer,

Thank you for sharing your feedback with us. We highly appreciate it.

We sincerely apologize if we didn’t meet your expectations. We aim to continuously improve and provide an exceptional shopping experience to our customers.

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Please rest assured that we have shared your case with the relevant department and one of our agents will contact you shortly. Please check your inbox.

If you have any further questions, please do not hesitate to contact us.

Kind regards,
Your Mytheresa team

Awaiting refund.

I purchased a YSL bag on 13th March. It arrived a few days later, faulty. I reached out to My Theresa the same day and arranged for DHL to send the bag back the next day. The bag arrived back with My Theresa morning of 25th March. I never received an email to confirm the bag was back with them. More than one week on and I am still waiting for my refund. I have called more than once to ask about the status of my refund, but have not yet been given a time frame about when this will be done. The lady I spoke to last said “we’re only human” and when I said appreciated that she said “good, I’m glad”. She located my details on the system and said she could see that they had the bag back, but then emailed me later to ask if I had used a My Theresa shipping label. Odd to say the least. I am really upset with this service – to first receive a faulty bag and to then have such a delay on my refund. Matches Fashion processed a refund within 24 hours of having the item back! I had wanted to give My Theresa a second chance, by re-purchasing the bag once my refund came through. Now all I want is my money back. All of the reviews for this company in the last month say the same – this is not a good company to buy from. Buyers, beware.

Dear Mytheresa customer,

Thank you for sharing your feedback with us. We highly appreciate it.

We apologize if we didn’t meet your expectations. Providing our customers with an exceptional shopping experience is incredibly important to us.

We have shared your feedback with the relevant department and we can see that the refund has now been processed. Please expect an email from our customer care team shortly.

We wish you a wonderful day and please do not hesitate to contact us if you have any further questions.

Kind regards,
Your Mytheresa team

This is my second time ordering on…

This is my second time ordering on their website, my money is always out of my account without my order being shipped to me. It’s either they never have most of the items or they are scammers. Always coming up with different lies when i call them over the phone. Don’t take money in people’s account.

Dear Mytheresa customer,

Thank you for taking the time to leave a review. We really appreciate your feedback.

We apologize if we didn’t meet your expectations. We aim to continuously improve and provide an exceptional shopping experience to our customers.

Please contact our customer care team. An agent will assist you to solve this case.

If you have any further questions, please do not hesitate to contact us.

Kind regards,
Your Mytheresa team

Never being dispatched

It has been 5 days since I have placed my order(# JP11145350) and it is still not shipped.
First I thought maybe it’s due to Covid but there was no indication of shipping/dispatch delay when purchasing except that it would be dispatched the next day at latest.
I sent an email to Customer Care to ask if the stock for my order is safely secured all this time as I noticed some became sold out after I purchased them. No replay.
Will I ever receive my order or what?

Dear Mytheresa customer,

Thank you for taking the time to leave us a review. We really appreciate your feedback.

We apologize if we didn’t meet your expectations. Providing our customers with an exceptional shopping experience is incredibly important to us.

Please check your inbox. Our customer care team has reached out to you to support you on this case.

We wish you a wonderful day and please don’t hesitate to contact us, if you have any further questions.

Kind regards,
Your Mytheresa team

WHERE IS MY REFUND.

I purchased a clutch from Mytheresa which cost more than €1000 and there’s defect on the item. Returned it back to Mytheresa and they received it . It has been 7 days from the date they received the item and there is still no refund email from their side.

Other online companies only took 1 or 2 days to refund back. Emailed mytheresa again asking for any updates. Until now there is still no reply. How long am i suppose to wait to get my refund. Trusted them to do my shopping and this is not the first time i shop on mytheresa!

Dear Mytheresa customer,

Thank you for taking the time to leave us a review. We really appreciate your feedback.

We apologize if we didn’t meet your expectations. Providing our customers with an exceptional shopping experience is incredibly important to us.

Please kindly note that we have shared your feedback with the relevant department and we are glad to see that our customer care team has reached out to you and the refund has now been processed. Please check your email.

We wish you a wonderful day and please do not hesitate to contact us if you have any further questions.

Kind regards,
Your Mytheresa team

Shop only if you’re ready to lose your money, time, or both!

I returned four items purchased on mytheresa.com in the same UPS shipment, and the parcel was received by mytheresa on March 9. Refund notification regarding two items was emailed on March 10, regarding third item – on March 11, while fourth item in the shipment (worth 126 EUR) was neither mentioned nor refunded at all! Only answer received by now to my repeated queries has been “we’re still currently waiting for a response from our returns department regarding this matter”. My understanding is that it is a company-wide strategy to do nothing and respond to queries with meaningless emails in order for customers to give up. In any case, there is neither time frame for resolution of errors that regularly take place in their warehouse, nor accountability – when two years ago my order was shipped to a wrong country twice, I chased UPS internationally myself to locate the shipment. Note that this is not COVID-19 related – I’ve been receiving promotional emails from mytheresa twice a day all this time, pushing new season items.

Dear Mytheresa customer,

Thank you for sharing your feedback with us. We highly appreciate it.

We sincerely apologize for what you have experienced. We aim to continuously improve and provide an exceptional shopping experience to our customers.

We are glad to see that our customer care team has reached out to you and the refund has now been issued.

If you have any further questions, please do not hesitate to contact us.

Kind regards,
Your Mytheresa team

Different price on gadgets

Dear Mytheresa customer,

Thank you for your feedback. It is of high-value to us and please rest assured that we have shared it with the relevant department to improve our customers’ future experiences.

If you have any further questions, do not hesitate to contact us.

Kind regards,
Your Mytheresa team

Company sent me the wrong item.

Company sent me the wrong item.
Customer service did not apologise.
Company told me to prove that the item was from them before offering any assistance.
Returns options are difficult to use.
I’m now £600 out of pocket because I had to rebuy the item from a better website

Dear Mytheresa customer,

Thank you for sharing your feedback with us. We highly appreciate it.

We sincerely apologize if we didn’t meet your expectations. We aim to continuously improve and provide an exceptional shopping experience to our customers.

We can see that our customer care team has reached out to you to support you on this case. Please check your inbox.

If you have any further questions, please do not hesitate to contact us.

Kind regards,
Your Mytheresa team

BOOTS FROM MYTHERESA

I bought my dream shoes in the mytheres shop. Shipping from Germany, by courier. They turned out to be too small. I tried them on, and the same day I ordered a courier to return. He picked them up the next morning. After which the store writes to me that it will not accept a refund because I destroyed the soles! which were not perfect when they came to me. They don’t want to refund me, only for a voucher in their store or for returning shoes to me. We exchanged emails several times, to no avail .
I’M VERY DISAPPOINTED

NOT ISSUING A REFUND AFTER 3 MONTHS AND 94 Emails

I have received 2 damaged shoes from my Theresa and since then for almost 4 months I have been following up on the refund. 94 email correspondence and NOTHING YET. Not even acknowledging my emails. They insist on sending the item back on my expense, which is not logical given it’s damaged and is not worth the 50 dollars for courier for it to be sent back as it’s damaged and cannot be reused or sold!! Mytherssa are refusing to handle the courier charges! 3 months and this hasn’t been resolved yet!
Seems like I need to get to court on this

Dear Faisal Al-Fadhel,

Thank you for taking the time to leave a review. We really appreciate your feedback.

We sincerely apologize for the issues experienced with your case. Providing our customers with an exceptional shopping experience is incredibly important to us.

Please note that we shared your feedback with the team and a customer care supervisor has reached out to you to solve this case. Please check your inbox.

If you have any further questions, do not hesitate to contact us.

Kind regards,
your Mytheresa team

Very disappointed with the return and refund

Very disappointed with the returned procedure. First time I decided to return the purchase for over 1000 € and asked for refund. It has been a week since they received the parcel, I have the confirmation from UPS, and no actions from their side was taken. I was calling them twice, they were saying something about how many returns they received recently and that it takes done time. It really concerned me whether they are accountable and reliably company. At least very unprofessional compering to net a porte. I will definitely not do any shopping there. But now expecting them to comply with refund procedure.

Dear Mytheresa customer,

Thank you for taking the time to leave a review. We really appreciate your feedback.

We apologize if we didn’t meet your expectations. Providing our customers with an exceptional shopping experience is incredibly important to us.

Our customer care team will be in touch shortly.

Have a wonderful day,
your Mytheresa team

worst customer experience two times in…

worst customer experience two times in a row; not responsive to emails, no returned phone calls; no exchange possible even though item was never worn but defect! now they “repaired” it but neither want nor need faulty product. will never order again

Dear Mytheresa customer,

Thank you for taking the time to leave a review. We really appreciate your feedback.

We apologize if we didn’t meet your expectations. Providing our customers with an exceptional shopping experience is incredibly important to us.

Please note that we’ve shared your feedback with the relevant department to improve our customers’ future experiences

Have a wonderful day,
your Mytheresa team

Top in style and top in service!

Myteresa is the best shopping site

Myteresa is the best shopping site. There are many goods to have reasonable, attractive and newly. So I love the Myteresa.

No contakt on mail or phone

Hi why do you have phone time from 8.30 to 20.30 and can not call you. Have now tried 4 times within 2 hours but the phone is closed. Can’t find a place where I can cancel my Subscription or an email address that I can contact you on, then you will delete me so that I will not be charged again

Dear Mytheresa customer,

Thank you for taking the time to leave a review. We really appreciate your feedback.

We apologize if we didn’t meet your expectations. Providing our customers with an exceptional shopping experience is incredibly important to us.

Please call our customer care team at +49 89 127695-101 or send us an email at [email protected]

Have a wonderful day,
your Mytheresa team

Good to shop

Good to shop. It would be splendid experience if discount coupons were issued more.

Especially the price of some items are…

Especially the price of some items are great due to FTA contract!

The kids apparel selection is really nice!

the sale is a SCAM! don’t believe their promotions!!

if only I can give zero star! The review just before me has same problem! I just had the worst customer care phone call experience with their staff 10 mins ago. So rude is shocking. different staffs tell me totally different stories!! I’ve bought few times from them before just recently. this time I was gonna purchase at least 1000 euro worth of items and I saved it in my basket was gonna pay next day when I’m free. To my surprise there was suddenly this extra 10% off on top of already sale price promotion. But what I’ve noticed is all the prices have CHANGED drastically! instead all the prices went way UP and HIGHER. I called their customer care 2 days in a row. I even have prove with screenshot showing the original sale prices from just 24hs ago. Today customer care lady told me in the most rude and unacceptable way that is nature of business with ZERO apologies. And that as a customer I need to accept that sale price can be like seafood price and go up and down by the days. which is ABSURD and CRAZY! anyways I told them to cancel my order because that woman was full of ATTITUDE. clearly if they’re promoting their sale means they need to clear their stock and need to boost their business. Unfortunately they stupidly have lost one business deal instead.

Dear Mytheresa customer,

Thank you for taking the time to leave a review. We really appreciate your feedback.

We apologize if we didn’t meet your expectations. Providing our customers with an exceptional shopping experience is incredibly important to us.

Please rest assured that our customer care team will be in touch shortly.

If you have any further questions, do not hesitate to contact us.

Have a wonderful day,
your Mytheresa team

Doubtful sales practices

I do like MyTheresa and have been shopping with them for years. Ordering and returning products has always worked flawlessly thus far.

I was taken aback however by their sales practices (and this seems to be an industry trend I noticed over the past two years or so). I was about to order a sales item during the “sales are back” period this past weekend. I took note that the item I wanted to order was 50% off, and was excited to see that they offered an additional 15% off yesterday (on the last day of the promotion). To my surprise, when I looked up my item, the sales discount had gone down from 50% to 30%, so I would get the 15% off on the 30%, not the 50%!

And I noticed that other items had also had their sales discount reduced, so it wasn’t a single incidence. This is a rather cheeky practice and I found it quite off-putting. I don’t think I had seen it before, but who knows when they introduced it.

You Were Never Really Here

Joe (Joaquin Phoenix) is a lumbering, slow-moving giant. His flesh is so heavy and thick his emotions can’t reach the surface. He’s a closed system of trauma, nervous system flooded by flashbacks from combat experience and an abusive childhood. His face and neck are covered in a thick beard. When he pulls his sweatshirt hood up over his head, he turns into negative space. A blur in the atmosphere. Joe is the agonized center of “You Were Never Really Here,” directed by Lynne Ramsay (“Ratcatcher,” “Morvern Callar,” “We Need To Talk About Kevin”). Based on Jonathan Ames’ novella of the same name, the film is rooted so firmly in Joe’s point of view he sometimes is absent from the screen entirely. We’re inside his head.

In the first scene, Joe is only shown in fragments: his meaty hands pick up some ominous-looking objects, a roll of duct tape, a bloody hammer. We are in the aftermath of some terrible event. Ramsay does not allow us to see beyond the tight periphery of the frame. (The sequence is reminiscent of the chilling opening of Ramsay’s 2002 film “Morvern Callar,” even down to the closeup of a cheap gold necklace with a girl’s name in swoopy gold script. Awful things have occurred, but she doesn’t let us see it.)

Joe lives at home in Brooklyn taking care of his frail elderly mother (Judith Roberts). He works for a private detective as a hired gun, although his preferred weapon is a hammer (as Ames explains in the novella’s typically dark laconic tone: “Left very little evidence, excellent in close quarters, and seemed to frighten everyone.”) Joe is hired to rescue a Senator’s underage daughter (Ekaterina Samsonov) from a sex trafficking ring, run out of a sleek townhouse. Joe gathers together the tools he will need. He begins staking out the joint. It’s not his first time at this seedy rodeo.

There are obvious nods to “Taxi Driver” in this material, as well as some nods to “The Big Sleep,” too, with a brave lone figure strolling into an evil world where politics and sexual exploitation filter into the top echelons of society. “You Were Never Really Here” has a jittery caffeinated energy reminiscent of the great sleazeball thrillers of the 1970s and ’80s, gritty New York movies, corrupt cop movies. Ramsay’s gift of invention is in overdrive (the title credit screen is practically worth the price of admission), and her approach is audacious. She does not sentimentalize Joe (and Joaquin Phoenix is her great partner in this). She doesn’t manipulate how we are supposed to feel about him. In one moment, he’s tender and funny with his mother. In the next moment, he’s clocking some pimp over the head with a hammer. Jonny Greenwood’s score hums and pulses underneath, creating an atmosphere of nerve-jangling tension and dread. The sound design is a living nervous breakdown. New York roars in a relentless cacophony of traffic, subways, horns. In one scene, Joe sits in a diner, and the air is filled with the conversations of people at other tables. He can’t filter any of it out.

Why You Can’t Really Trust Negative Online Reviews

Research suggests that people heed negative reviews more than positive ones — despite their questionable credibility.

By Caroline Beaton

    June 13, 2020

The Great Wall of China has more than 9,000 Google reviews, with an average of 4.2 stars. Not bad for one of the most astonishing achievements in human history.

But you can’t please everyone.

“Not very tall. Or big. Just sayin. I kinda liked it. Sort of,” wrote one ambivalent visitor of the structure, which stretches thousands of miles . Another complained, “I don’t see the hype in this place it’s really run down and old … why wouldn’t you update something like this? No USB plug ins or outlets anywhere.” Someone else announced that he’s “Not a wall guy. Laaaaaaaaammme.”

Even Shakespeare can’t escape the wrath of consumer scorn. One reviewer on Amazon awarded Hamlet just two stars: “Whoever said Shakespeare was a genius lied. Unless genius is just code word for boring, then they’re spot on. Watch the movie version so you only waste two hours versus 20.”

It’s no wonder why we live and buy by online reviews: The Washington Post recently reported that a third of American adults use a computer or phone to buy something at least once a week — “about as often as we take out the trash.” Last December, 75 percent of Americans said they would do “most of their holiday shopping on Amazon,” according to CNBC’s “All-America Economic Survey.”

We use reviews to vet our options. In 2020, the Pew Research Center found that 82 percent of American adults say they sometimes or always read online reviews for new purchases. And more than two-thirds of regular review readers believe that they’re “generally accurate.”

Marketing data indicates that negative reviews in particular dramatically influence our buying behaviors. But research on the biases and demographics of online reviewers — and our own, often errant interpretations — suggests that our faith in reviews is misguided.

Why we care so much about negative reviews

There are many more positive reviews online than there are negative ones, studies show, which creates a scarcity of negative reviews that we associate with value.

For instance: In a data sample from Amazon, just 4.8 percent of reviews with a verified purchase were rated one star, whereas 59 percent had five stars, according to a study published in 2020 by The Journal of Marketing Research and led by Duncan Simester, a marketing professor at the M.I.T. Sloan School of Management.

“The infrequent nature of negative reviews may help to distinguish them from other reviews,” Dr. Simester wrote in an email. We consequently pay more attention to them.

[Like what you’re reading? Sign up here for the Smarter Living newsletter to get stories like this (and much more!) delivered straight to your inbox every Monday morning.]

We also think of negative reviews as windows into what could go wrong. Is this camera’s memory card going to go kaput in the middle of my honeymoon? Are these socks scratchy? Dr. Simester pointed out that people may see negative reviews as more informative, and therefore more valuable, than positive ones because they highlight defects — even if they’re not actually more accurate.

“We want to feel secure in our decision-making processes,” said Lauren Dragan, who analyzes consumer feedback as the audio tech products reviewer at Wirecutter, a New York Times company that reviews and recommends products. We use negative reviews to understand our risk and reduce our losses, studies show.

Plus, after reports that five-star reviews are frequently fake, people may depend on negative reviews more than positive ones because they see them as more trustworthy.

Online reviews are less trustworthy than we think

The credibility of all reviews — even real ones — is questionable. A 2020 study published in The Journal of Consumer Research looked at whether online reviews reflected objective quality as rated by Consumer Reports. The researchers found very little correlation.

Reviews are subjective, and the tiny subset of people who leave them aren’t average.

People who write online reviews are more likely to buy things in unusual sizes, make returns, be married, have more children, be younger and less wealthy, and have graduate degrees than the average consumer, according to Dr. Simester’s 2020 study. Online reviewers are also 50 percent more likely to shop sales, and they buy four times more products.

“Very few people write reviews. It’s about 1.5 percent, or 15 people out of 1,000,” Dr. Simester said. “Should we be relying on these people if we’re part of the other 985?”

What’s more, reviews are often capricious and circumstantial. For example, the sentiment of travelers’ reviews hinges on their companionship. A study published last fall in Electronic Commerce Research and Applications, looking at 125,076 online reviews, found that people traveling with significant others wrote the most positive reviews, followed by those traveling with friends or family. Reviewers traveling alone or for business were the most negative. Our experiences change depending on our expectations, travel expertise and who we’re with.

People’s motivations also taint their neutrality. Take TripAdvisor’s “Super Contributors,” whose reviews tend to be more negative than those by less active members, according to a forthcoming study from Ulrike Gretzel, a communications professor at the University of Southern California and the director of research at Netnografica. Having formed identities around being expert travel reviewers, Super Contributors may “write more critically to appear more professional,” Dr. Gretzel said. Nevertheless, consumers disproportionately value and trust reviews professing expertise.

Put simply, we should distrust online reviews “because emotions are involved,” Ms. Dragan said.

Another reason to be wary is roughly one in 15 people review products they haven’t actually purchased or used, according to Dr. Simester. These “self-appointed brand managers” write speculative, unsolicited negative reviews to offer the company “feedback.” The problem is consumers are bad at determining which reviews are based on actual experiences and which aren’t, said Dr. Simester. “We are easily fooled.”

Get savvier about how you read reviews

Still, reviews can be helpful gauges when you’re buying stuff — so long as you keep in mind all the caveats around them.

First, weed out the most polarized perspectives. People are much more likely to write reviews if they have extreme emotions about something, said Eric K. Clemons, who teaches information management at the University of Pennsylvania’s Wharton School. This is why you see so many rave reviews and so many rancorous ones.

Even people who don’t initially have strong feelings often develop them in response to survey questions — something called the mere-measurement effect.

“We are socially conditioned to give answers when someone/something asks us a question,” Dr. Gretzel wrote in an email. So if we don’t have a pre-existing, well-defined opinion, we make one up.

When you’re reading reviews, try to find ones that are closer to the median, Ms. Dragan advised. She deliberately looks at three-star reviews first because they tend to be more moderate, detailed and honest. Unfortunately, research suggests that most of us instinctively do just the opposite: We prefer extreme reviews because they’re less ambivalent and therefore easier to process.

Second, ask yourself: “Is this person like me? Are the problems mentioned ones I care about?” For example, Dr. Simester recently bought a pair of ski pants online. He read the reviews and most people liked them, but one guy didn’t. “It turned out his body shape wasn’t the same as mine,” Dr. Simester said, so he disregarded the review.

Dissecting people’s preferences can be useful even if you don’t agree with them. Dr. Clemons, an I.P.A. fan who uses RateBeer.com, said, “If a Scandinavian who really likes lagers complains that a beer tastes way too hoppy, that may mean I should buy it.”

Finally, pay attention to contextual details and specific facts rather than reviewers’ general impressions and ratings. The number of stars someone selects often has “very little to do with” their review text, Dr. Gretzel said. People have different rating standards, and written explanations are inherently more nuanced.

Focusing on the most thorough reviews may also protect against getting duped by fake ones. In experiments where Dr. Gretzel and her collaborators presented both real and fake reviews, readers distinguished between the two better when reviews were longer.

And if you’re still not sure whether a review is fake, scan the reviewer’s profile. Dr. Clemons said that “someone who’s paid to write reviews probably isn’t doing a lot of writing under the same name.” His own research omitted reviews from profiles containing fewer than 10 reviews, “and that took care of a lot of paid nonsense,” he said.

All that said, real reviewers are usually genuinely trying to help: Research consistently shows that people are most motivated by helping others make decisions.

“They feel that they have benefited from other people’s reviews, so they want to give back,” Dr. Gretzel said. “They think it’s for the greater good.”

Caroline Beaton is a freelance writer and producer who sends a monthly newsletter about science and society. Sign up to receive it here .

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