“Avoid at all costs. Quite frankly it is not worth taking the risk paying money to this company. I made an order on Monday, paid next delivery, all very easy? So I had missed the cut off for next day delivery and my parcel would be delivered on Wednesday - Cant complain.
Wednesday goes.. apparently my parcel had been delayed so I was advised to allow 24 hours - questionable vague answer as to where my parcel was.
Thursday comes.. still no parcel or shipment update. I contacted Misguided on 3 separate occasions across the day, each time i was given a different excuse or simply told to wait " it will come today". First my parcel had "missed the delivery van" and then i was told that they didn't know why it had been delayed but i should still wait until 9pm in case it arrives.
When i questioned all of this and the excuses I was told to re-order my items, and when the other items arrived to return those - you can bet i would then also be charged to return the items. Question: Why would i send this company even more money when they clearly didn't value the custom the first time and have no care for their customers.
So Friday comes - still no parcel and no update to the tracking service. Now the next excuse comes- "the van broke down" (i thought my parcel had missed the van?). By this point i have contacted the company 4 times, i have come to expect the half hearted "customer services" from Misguided and the dismissive attitude of the staff is really starting to wear thin. "Its definitely on its way to you today and is due to be delivered".
So late afternoon, still no parcel, still no tracking update. I contact Misguided again, this time after explaining a 5th time that the tracker is no longer updating and I still have no parcel the customer service agent advises i am correct and she will chase this up with the courier and email me to let me know what they say.
Saturday - Still no email. Still no tracking update. Still no parcel. I contact Misguided again.
"As there hasn't been a scan since 7th and to get this sorted as quickly as possible, I'm going to request they return the original order to us. I can offer you a refund or a replacement order. Which would you prefer?"
A replacement order?? I will never be ordering another item and will definitely be sure to recommend none of my friends or family do. Its taken 3 days to get some form of direction and they still cant give me an answer as to whats happened with my parcel. The service is quite clearly copied and pasted from a script with no care towards your individual issue. I asked to make a formal complaint - apparently this had been noted on my file but i'm sure that too will get lost like my parcel.”
“Very poor quality clothing and sizing. I sent the returns back via asda with the “free returns “ label then saw i’d been charged £7.60 for the return, i would not recommend or shop with missguided again.”
“I was messed around for over a week by the Missguided "CARE" team over my prom dress I ordered a month in advance. Extremely poor communication, lies and misleading in the live-chat I requested and there is clearly a lack of communication as they went back on what they had previously said a number of times. I do not recommend ordering from this service at all. The clothes themselves can be nice but as a customer of 3 years I truly expected better. You also can't delete an account for 6 months if you have ordered something in the previous six months. Oh, and when a care team member claimed to have sorted my problem out (which she didn't) and had risen my hopes for my dress she asked me to leave her a positive review (when the item I had ordered was never going to arrive). I highly recommend you shop somewhere else if you want an actual professional and high-quality service.
The only person who offered any sort of help was Danya, but only by being polite and actually telling me the truth about my item compared to all the previous reps and emails I had spoken to/received.”
“I’m very annoyed to say that I ordered a set from misguided, they only sent me the top to the set and said that when I show a receipt to send back, they will send one out for me.. after clarifying they have, they then told me it is out of stock !!”
“If I could give 0 I would. This is the worst online experience I’ve ever had. Customer service is a joke, they made snarky remarks and offered no help. Items arrived damaged and looked cheap. Never again.”
“I waited 2 weeks for my parcel to arrive!!! I emailed misguided asking where it was and they didn't have a clue and told me to email the shipping company- who also couldn't tell me anything. The tracking system is very poor- even after my parcel arrived at my doorstep- the website still said it was at the airport. What if my parcel had been delivered to the wrong address??? I would never have known!
The clothes that I ordered were alright- the sizing is a bit strange- I ordered a size up as I find UK sizing runs small. My pants fit in some places but I found the legs were baggy and the crotches on both pairs were strangely large??
The clothes are okay quality-wise- the material feels decent.
The only good thing about all of this was that the clothes weren't too expensive.
Overall, I don't think I will ever purchase from missguided again!! It's hard to find decent overseas places to buy clothes when you have bad experiences like this!”
“Where do I start....
On 22nd February I placed an order for £236, and chose next day delivery.
After a few days when I had not received the item I contacted live chat and was told I had to wait. Eventually on 27th February, so 5 days after ordering my 'next day delivery' order, it was finally admitted that it hadn't been send out and a new order was sent .
On 2nd March I returned £181 worth of the order via Asda using the postage label provided.
On 29th March I still hadn't received any acknowledgment of my return being received or a refund in my account so I sent a message asking where it was. I was then asked for proof of postage which I got on 30th and sent it in.
I was told on the 30th that my refund would be with me in 3-5 working days and that I would also be contacted by a manager within 24 hours. As expected that never happened...
Today (9th March) I have still not received my refund, so I contacted customer service live chat. First of all I was talking to someone who half way sent a message saying I hadn't replied so ended the chat, then the second chat told me that my refund hadn't been processed but she would put it through and I will get it in 3-5 days. I was asking for an email address for a complaints team/manager but this kept being ignored.
They then said they had spoken to their supervisor and I will be contacted by a manager in 48 hours, but of course after everything that has happened I doubt this will happen so again asked for the email address so I can contact them directly, to which he said 'As you've not replied I'm going to pop off....." then ended the chat. I had replied and wasn't ready to end the chat.
Not only am I absolutely fuming about the complete disaster this whole process has been, every single step has been a fight that I have had to chase you all. But the customer service has been appalling too, not once have I been offered any sort of compensation or apology by any senior members of staff or managers. Instead I keep being offered discount codes for my next order, an order I will certainly not ever be placing after this experience.
I'd like some sort of compensation, as well as my entire order refunded as opposed to just the items I have returned.
Disgusted by my experience!”
“If I could give no stars I would. Before purchasing my order I made sure that my new address was in the system. When I ordered and checked my email my old address came up. I instantly went on the live chat and requested the address to change. They said they would and I checked again...still no change...I did this another 2 times and even contacted Hermes myself and they couldn't change the address. I then went back on the chat and 'Emma' left me hanging for ages and then left the group chat! so rude and unprofessional. I have now requested a refund. They said they will contact the Hermes delivery driver to send the parcel back to them (so why couldn't they ask the delivery driver to send the parcel to my new address!!) Will not recommend this site and wont be using it again myself.”
“I placed this order on February 22, for the last day of delivery to be on March 6th. I contacted the company 4 times during the delivery process to advise that the items were needed on the 6th, at the latest. I spoke with 3 people during that week in which ALL three said it would deliver on the 6th. Not one of those people mentioned anything about about shipping delayed due to UK weather or delays for orders paced during sales, etc like the Manager did on March 6th when I reached out as the package did not deliver. All three of those people I previously spoke with guarantee a 3/6 deliver. If they were not certain they should not have said that - three different times, three different people - after I told all of them my situation of needing the items for an event, as I was leaving out of town on the 7th. I expressed several times that the items would not be needed if they are not delivered on the 6th - it did not deliver on the 6th. After reaching out via chat (only way to contact) it took a long time to speak with a manager like I requested. They were rude and did not acknowledge that their customer service provided wrong information 3 times and that I am left empty handed with no package and out of the money. They refused to provide me with a contact to handle the situation and they stated they could do nothing for the situation and that I contact USPS myself.”
“Ordered a couple of outfits for valentines day but my order didn't arrive despite receiving a message to say my item had been delivered, after days following up missguided told me the item had been delivered and sent me a copy of my forged signature which looked nothing like mine, I had to go to the police about someone forging my signature before they took my complaint seriously, the police are still looking into this to see if anything can be proven but what a terrible way to deal with customers basically calling me a liar.”
“I placed an order they took my payment,then 2 hours later I got another
email saying they had refunded me.
They didn't say one item or everything on my order,so I tried to do
the live chat but there was no one chatting back.So I called and have been waiting 30 minutes then it got cut off
Absolutely discussing
I wish I had read other reviews before I placed my order.Never ever again will I use this website.You should take a leaf out of asos book there customer service is the best.”
“Ordered a pair of jeans of this website and paid for them whilst in stock. Did not hear any info or receive any emails from the company to the whereabouts of my order. 9 days later they email me to tell me my item is now out of stock even though I securely paid for it and they confirmed my order. Nor did they refund me yet as they claim they did which they did not.”
“Yodel delivered to the wrong address. I contacted missguided to ask what can be done as Yodel takes a few days for re-delivery and this was urgently needed for school the next day. They said "is it far where you think it might be delivered ? 1 mile. Why don`t you go and pick it up ?" That`s it, that`s their customer service skills. Myself being in retail would have sent out a replacement straight away and asked for the other to be returned by myself or Yodel. A discount ? A delivery charge refund ? anything ?”
“Missguided constantly advertised a product as being in stock, even notifying me of this on the app. I received a refund a week ago as it was unavailable yet is still displaying as available on the website. I contacted them for help with this matter, and their reply was to clean my cookie files and history as on their computer it was not available in my size. Not impressed at all with their customer service and business ethics.”
“horrible service, ordered a RED biker jacket and received a black silky tie shirt, i returned my order and about a week later i received the same black top, i checked my emails and they stated they returned the "red jacket" as the "red jacket" smelled of perfume and like it had been worn which i was shocked to read as i never even received the jacket!! now 3 weeks later this is me just got email confirmation that my refund will hit my bank in 3-5 which better happen! do not recommend horrible service.”
“Absolutely appalling service from missguided. Did my returns for items on 28/11/2017 and it is already 16th JAN 2018, I have yet to get my return funds back and every advisor i chat with says the same thing: you will get your funds back within 5-7 days and an email(till to this date: I have not received a single email) . I have to waste my time getting in touch with them every time. Lost count now how many times I have contacted them. And till this very second, i am still waiting as they have just said again today that I should get my return funds within 3-5 days and an email within 48hrs.”
