Name: Missguided
Address: -, - -, Manchester
Rating: 2.74

“My order was marked as "returned" on the tracking site before it even arrived to Norway. When I tried to contact them via mail, they answered multiple times telling me they don't have it, they don't know where it is and that I should wait/check my neighbor's mail boxes. They completely ignore all my questions, even when I start to write them in caps (not angry, just want them to see my questions, as they obviously don't). They even ask me multiple times whether I want a refund or the order re-sent, where I answer (multiple times) that I want the order, and not a refund, but in the next mail they're asking me again. Then they tell me they will investigate further and get back to me. Over 2 weeks later, I have to contact them as I suddenly get a refund (but no information or mail), again they ignore my questions and give me a coupon for my next order (which will be never).”

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Posted 8 years ago

“I ordered a dress 20th of December with next day delivery.. Christmas Eve, after emailing them, I was told that it was lost in transit. They offered me a replacement or a refund, I took the replacement. And here we are on the 11th of January and I still haven't got my dress! And my emails are being ignored. This isn't the first time this has happened to me with misguided but it will definitely be the last. Never ever ordering from here again and their customer service is terrible!!! ????????????”

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Posted 8 years ago

“Paid for next day delivery as needed the goods for an event, they didn't turn up and customer service just telling me they have no idea where my goods are, if and when they will be delivered. They just keep telling me to wait until Hermes decides if they are delivering! Its a joke! Avoid this company at all costs this is the second time they have done this could kick myself for being dumb enough to order from them again!!”

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Posted 8 years ago

“Sent an item back which you have signed for but no you are asking me for a photo of the receipt from the post office? Even though I have given the tracking number! so.Now I have no item and no refund! This is jut THEFT!!”

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Posted 8 years ago

“Horrible customer services- they commit fraud. Be sure yo not purchase from them as they will pretend they never got your return”

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Posted 8 years ago

“I have sent in NINE items for a refund. They refunded me only HALF of the items! They still owe me $117!!! I have then contacted them multiple times for this refund and I still have not received my refund! They are STEALING FROM THEIR CUSTOMERS!! I expected more from an established company like this!”

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Posted 8 years ago

“Still not refunded”

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Posted 8 years ago

“I ordered a coat for my daughter in November for Xmas. It was too small for her and as she loved the coat I wanted to exchange for another size. Misguided would not let me do this as it was over The two week returns policy!! You don't get this at marks and spencer who are fab when it comes to returns, a good customer service. Misguided need to change their policy for decent genuine customers. We are now stuck wit a coat that will not Get worn! Very disappointed”

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Posted 8 years ago

“I returned items back for a refund 2 weeks ago and 2 days ago i got in touch with them because i never got a refund. They are telling me they have not received my package. According to my tracking number- they did successfully received it. they are asking me to provide the "proof" of delivery and tracking number - which i no longer have because this was 2 1/2 weeks ago. SO basically i lost 86$. they will NOT refund me and what irritates me the most- they will NOT ADMIT their mistake of loosing my package. They are completely disorganized. one customer service advisor says one thing- another one says something different. they deserve less then a 1 star. Not to mention how low quality their clothing line is.”

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Posted 8 years ago

“Ordered a coat from missguided for new year over 2 weeks ago now and I had a message to say it had been successfully delivered. Come home and nowhere to be seen not even a note! I've asked all of my neighbours and sent endless emails and messages to missguided for help. Most of the time not even getting an answer back extremely hard to get in touch with. So now I havnt got my item or a refund to buy another the item has gone out of stock also and now I have to print of a disclaimer to say I havnt received it and send that off! I'm extremely disappointed and won't be shopping with them again some of my friends are experiencing the same problems!”

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Posted 8 years ago

“Have had a week of hassle trying to locate a parcel I ordered for next day delivery. Hermes claimed they attempted delivery but actually didn't. Between endless emails and live chats to misguided I got absolutely nowhere. Advisors all seem to use the same template when replying instead of actually responding to what you are telling them. Frustrating that you can't just pick up the phone to resolve, but told as online retailer no direct number. Ironic that all messages end with peace and love, it's far from it! I now have a parcel I no longer want and left to deal with return and no doubt more hassle. Will not be using in future as there are much easier companies to deal with out there.”

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Posted 8 years ago

“My daughter received an e-mail to say her parcel had been delivered to her flat. On returning home later that day there was no parcel. She has been using the online chat and trying to get someone to call her back . All online chats (copies held) state they are "super sorry for distress" and a supervisor will return her call. Lost count of the times that has happened. She also contacted Yodel who referred her to Misguided as her contract is with them. Misguided say they have contacted Yodel and driver states he has delivered parcel. My daughter has checked with neighbours and nobody has received anything for her. There was no card through the door and no parcel either. My daughter is a student and cannot afford to lose £40 She is so upset about this and is getting nowhere. The customer service is disgraceful. I have been informed that Misguided are legally obliged to respond to and handle complaints and by not doing so are committing an offence I have provided my details and would be grateful if someone could do us the courtesy of replying in order this matter can be resolved. Everything so far has been completely unacceptable”

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Posted 8 years ago

“Very disappointed to learn of your exchange policy. 14 days from purchase only! The top i purchased for my daughter for her birthday was to small, when i asked if i could exchange due to this i was told i couldn't. Would be good if you had a sign up in your shop ref this, but you haven't. I was advised by your staff to see if i can sell it on .....great........ on that note......would anybody like to buy a top? Brand New! .....very missguided thats what i have to say!”

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Posted 8 years ago

“Dear Customer Support, Customer Services, Registered email address : scott.mitchell@clarkeandscott.com, Reference: To explain in more detail I ordered online weeks ago, i love in Dubai. The parcel arrived and the contents was someone elses order. This was meant to be a present for my partners Christmas, so i ensured i ordered it in time. I had to also pay an additional 40 pounds to custom, which was fine, until i found out it was not my parcel. For no reason they refunded me only part of my cost, before i had even raised this issue with them, which i can only explain would be the exchange rate difference from my first order. I contacted them and they refused to send me the correct order, refused to collect the mi sent current order siting in my home. They also refused to pay the actual cost that left my account for this purchase and also will not take responsibility for the 40 pounds loss at customs due to them sending the wrong order. All they have stated is that they have refunded me and i would need to re order, however they refuse to pay any costs due to their mistake. Along with the items cannot be reordered as they were sale items that are no longer available and also they refuse to pay the customs issue or ensure it arrives by Christmas day. Terrible service!!! and no responsibility or compensation for their own mistake. To resolve this issue I would like you to Terrible service!!! and no responsibility or compensation for their own mistake! I want the correct order and by 25th December as placed! Or i want my customs charges and exchange rate charges back, plus compensation for my stress caused by them!.”

Helpful Report

Posted 8 years ago

“Dear Customer Support, Customer Services, Registered email address : scott.mitchell@clarkeandscott.com, Reference: To explain in more detail I ordered online weeks ago, i love in Dubai. The parcel arrived and the contents was someone elses order. This was meant to be a present for my partners Christmas, so i ensured i ordered it in time. I had to also pay an additional 40 pounds to custom, which was fine, until i found out it was not my parcel. For no reason they refunded me only part of my cost, before i had even raised this issue with them, which i can only explain would be the exchange rate difference from my first order. I contacted them and they refused to send me the correct order, refused to collect the mi sent current order siting in my home. They also refused to pay the actual cost that left my account for this purchase and also will not take responsibility for the 40 pounds loss at customs due to them sending the wrong order. All they have stated is that they have refunded me and i would need to re order, however they refuse to pay any costs due to their mistake. Along with the items cannot be reordered as they were sale items that are no longer available and also they refuse to pay the customs issue or ensure it arrives by Christmas day. Terrible service!!! and no responsibility or compensation for their own mistake. To resolve this issue I would like you to Terrible service!!! and no responsibility or compensation for their own mistake! I want the correct order and by 25th December as placed! Or i want my customs charges and exchange rate charges back, plus compensation for my stress caused by them!.”

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Posted 8 years ago

“I payed £4 extra for next day delivery and 2 days later I still haven't received my bodysuit, it says it will come by Saturday but I asked for next day delivery, don't order from MissGuided”

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Posted 8 years ago

“I ordered a top for my daughter on 5/12 . Received an email a few days later advising they were experiencing delays . On the same day also received an email from Hermes courier advising it had been delivered . So this is where it starts .... I have tried calling over 20 times and have either been cut off , put on hold & cut off or queued for over 30 mins . I then tried emailing , but after no reply I emailed again . When I had a response asking me to complete a disclaimer form for non receipt of my item I thought I was getting somewhere ,how wrong I was !! I've had to chase it up several times by email & you can't get any response by live chat so my last option resorted to posting comments on their Instagram site to which I have received horrendous replies almost finding excuses as to not provinding a refund . The latest is after my numerous posts on social media I have now received an email advising my refund is being processed . Do I believe them ? Absolutely not as other customers have also posted they have been waiting weeks for their refund . I am also waiting for a call at 2pm today from a senior manager so let's see if they fail this too, something tells me they will !! Do not use this company they take your money and their customer service or any care they have for the experience of their customers is quite honestly gutter level”

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Posted 8 years ago

“I'd like to spread the word that you shouldn't order from Missguided. The company policies are terrible, and after receiving a dress that was ripped, they wouldn't allow a full refund that included delivery because the item arrived on time- absolutely shocking in my opinion. The customer service is horrendous, and I would strongly advise never to order from them. Receiving a ripped item is completely unacceptable from such a big brand, I am appalled.”

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Posted 8 years ago

“Searching their website for items put them in then basket and then when you try to pay comes up with oops the item is now out if stock, that's happened now 4 times I haven't ever brought anything from here but after that then reading the reviews I won't bother trying again”

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Posted 8 years ago

“The most awful customer service I have ever experienced. I had my parcel delivered to my local shop for click and collect,then a couple days later I tracked it and it said it was meant to be delivered that day which it was and I rang the shop and they said that if I don't have a text with the barcode I can't collect my parcel despite having my proof of ID. I have now tried ringing customer service over 30 times and I have had no luck I have been on hold for over 20 minutes numerous times and I haven't even spoken to someone I just get cut off. The I decided to email now I still have no reply. I'm absolutely fumming. Never buy anything from them.”

Helpful Report

Posted 8 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 52%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Live Chat, Email
Queries Resolved In	Under An Hour

Missguided Reviews