“I placed an online order on Missguided specifically requesting next day delivery to have my goods in time for a trip that I am taking today. The goods did not arrive on the scheduled day and after an incredibly inordinate amount of time spent trying to resolve this with customer service representatives (namely Aaron, Phoebe and Mark), I am left feeling very disappointed, disgruntled and inconvenienced. I was told there was a 'little issue' in the warehouse, which prevented delivery on time. I was not notified by Missguided of the issue that would cause this delay and had to chase-up on my order myself.
Aside from this, my customer service experience was extremely lacking. I was first told that I can return the items upon my return from holiday and that I'll get a refund. I was then told that all they can do is apologise. I wanted to include a full copy of my chat history with the Missguided team in this post, but after telling Mark, the customer representative (very politely I may add), of my intentions to post the conversation online, I received a chat history email that is blank. I wonder if this was a coincidence. I started a new chat with another representative, Tom, and asked if the chat history could be re-emailed to me. After going back and forth on live chat from 10:38am til 12:10pm, I have been told that there has been a 'technical issue' and that my chat history has disappeared permanently and can't be retrieved. This is just embarrassing Missguided.
I never, ever complain when it comes to service, but I am really disappointed with the level of dissatisfaction I have experienced. I have very begrudgingly accepted a 20% voucher code to use on my next purchase with Missguided (which will, after this experience, most likely not happen). This offer of a 20% discount is no better than the promoted 20% off offer currently running on the site. I do not think this is at all a fair consolation for the inconvenience, time and money that this has cost me. Missguided could learn a thing or two from their competitors when it comes to service.”
“Flighty and vague customer service. Chatted in regarding my return, all I was told "it will be sorted out for you" and then the agent left the chat. Paying for return shipping is shameful, the sizing is not accurate on the website and all in all I had high hopes but the quality of the clothes are extremely poor. I don't believe this company has any regard for customer service and that they are truly more concerned with making money.”
“Purchased two pair of sandals returned them about a month ago still no refund sent them email they said they haven't received them that's 20 pounds down the drain wouldn't bother buying from these disgusted customer services”
“The first time I ordered a swimsuit from misguided it was ten times to big and the straps had to be taken up by 5 inches each side , so second item was a bikini and iwas sent a top instead? ? with it being so close to my holiday I cannot wait for refund to buy another item . Not impressed will not be shopping here again and will be warning others”
“Worst customer service. They don't confirm returns. Awful company to deal with. They will just get off the chat with you instead of helping you with your issue. Will not be purchasing from them again.”
“Missguided - I ordered 3 items from you waaaay back on 17 May 2016. Still no sign of the items. It's now 6 July 2016.
I've contacted your customer care team 5 times (over email as I'm based in Australia and it appears your team may be based in the UK), asking your "customer care" team to redeliver (as it appears the delivery has been lost in transit, which is fine).
In response to my queries, I get "peace and love" and no one actually resolving my query. So I'm now resorting to social media (which I also said I'd do in my last email to your customer care team if this issue wasn't resolved).
My last email request was to check the status of the redelivery, to which "Angela" (I've changed the name but this is the fifth member of your customer care team I've now received an email from) responded;
Hey Melissah
Big thanks for your email.
I'm super sorry that you haven't received your order yet.
(So am I Angela, as you are now the 5th person I've now had say this to me over email).
It appears that it has been lost in transit, if you get back in touch and let us know whether you would like a refund or re-dispatch we can begin the process asap. Please note both take up to 5 business days to process.
(Thanks that's what colleague #1, 2, 3 & 4 from your customer care team already told me. Would have been great for you to acknowledge what I said in my original email which was "please check on the redelivery". It now appears I have to wait a) an additional 1-2 days for your second email response (still no reply to my last email, it's now 5 days later) and b) 5 days for the order to be reprocessed - again.)
Thank you for your time and patience.
(To be frank, I've now lost patience in dealing with your organisation and I don't trust that your "customer care" team will actually resolve this.)
Anything else, let us know. Why not chat with us for an instant response here;
https://www.missguided.co.uk/help/
(Thanks, colleague #1, 2, 3 & 4 from customer care also signed off their email with this. I would contact you directly for an "instant response" but this link only links to yet another web page full of links which, once you navigate through the fluff, says to email "customer care" to find out more information about deliveries).
Not a great experience for a first time customer. Understand there are issues that can come up, but frankly the experience has been anything but "peace and love" to date which makes a mockery of your "customer care".”
“I was falsely encouraged to purchase some clothes with this website under the promise of free next day delivery. I place this order on the 21st July. However, I was appalled to learn that the courier company they employ claimed to have attempted delivery on the 22nd July at a time where there were 4 members of my family in my house. Under no circumstance did anyone knock on our door or ring our doorbell. Not only did the courier lie, but when a formal complaint was made to Misguided, they dismissed the false attempted delivery entirely and informed me I would have to be home for the whole of the following day as well to collect my clothes. I had plans in the evening and left the house at 6pm. I had instructed the help centre to leave my parcel either with a neighbour or in a safe place. Yet again, on the 23rd, my parcel failed to be delivered. It was not left with a neighbour or a safe place, but returned to the depot.
What is worse is that I asked the help centre to tell me which depot my package was at so I could collect it myself. They provided me with the address to a depot which was an hour's drive away. After me pushing the matter, only then did the help centre inform me that they could not confirm if that was the actual depot where my package was being help or if I would in fact be allowed into the depot to collect it. The fact that their customer service operators were willing to let me drive for an hour only to discover that they had fed me completely false information is beyond outraging.
I am still awaiting my supposed 'next-day delivery'. If you have any common sense you will not order with this website for their customer service has proved to be astoundingly poor.”
“This business needs to be investigated. I placed an order months ago, recieved everything but one item. I paid for this as it was on my invoice but it wasn't on the packing slip. I have just had to send my fifth email as I have had no response at all. Missguided you have ripped me off and I want the top I paid for. I'm shocked that I haven't even had a response, looks like I'm not the only unhappy customer.”
“Received the wrong item and poor customer service. Also irked by cringe worthy use of slang words, put less effort into your "swag" and more into finding reliable staff.”
“I'm still waiting for my delivery two days after paying for next day delivery. The courier has lied on the tracking page saying that a delivery attempt was made two days in a row which is not true and I am now not going to recieve the outfit in time for occasion I wanted it for. I'm very disappointed with this service and want to know when I will recieve my order. Missguided make it impossible to contact through the phone which I feel has been done intentionally as they are obviously very use to hearing complaints. Don't offer next day delivery if you know you cannot live up to that!!!!”
“I sure wish I had read all these reviews before sinking my money in them. The material and quality of clothing I received was so incredible poor, and unlike the picture even slightly. And it's been about a month, and I've had no responses to my emails! Never shopping here again, and I highly suggest other people don't either!”
“Bought a £35 jumpsuit on behalf of my 16 year old daughter which arrived split at the seam and was too small. Sent it back and received a £32.50 refund after an 'adjustment' of £2.50 was made for some reason. I've now emailed them 3 times over the past 10 days to ask what the adjustment was for (there may be a legitimate reason) but not got a single reply. Problems happen, but the test of a good company is how swiftly they resolve customer issues. This company simply ignores them and buries their head in the sand. Shoddy, unprofessional and I see on here they do it regularly and don't improve. Would NEVER buy from them again when there are so many excellent companies out there. I was seriously. 'Missguided' - yep, sums them up. I won't even mention the lack of a telephone number to call their customer care department, I guess that's because there isn't one.”
“I ordered a strap dress & a choker to wear on my birthday. I paid £1.99 for next day delivery since my birthday was in 2 days. The parcel was delivered the next day but I was sent the wrong dress... I know things go wrong but it takes 10 days to even process the exchange. I find that super lengthy and it defeats the whole point of next day delivery... Super disappointed with Missguided especially after hearing bad things about it and deciding to go on with it.”
“The website is brutal. When you put an item in your bag and proceed to your basket to purchase it, bare in mind it says at the top across the screen "£1.99 UK next day delivery if order placed before 8pm". Im trying to order something I need for Monday the 11th and its 7:20pm and it will not even give me the UK next day delivery option. Horrible, needs sorted.”
“Everything. The refund takes a month MINIMUM, if you can eve get one. The delivery takes 3 weeks. The website is full of glitches. The customer service team is annoyed by you if you can get a hold of them. Oh and they have cute dresses. But you will pay the price another way. They will stress you out and make you feel as if your money is disposable.
Sad”
“So... I placed item in the basket then went to checkout. The prices for 3 sale items at checkout were still showing as full price. Messaged customer service and they told to to provide photographic proof. So, I sent 6 screenshots, 3 showing the items at the sale price and 3 of the items once I placed them in the items at checkout. They got back to me saying to go ahead and purchase the items at the full price then come back to them and request a refund for the difference which should take 3-5 working days!!! Are they for real?? What a joke!”
“Absolutely disgusting customer service and I am appalled at the service I have received. After sending me the wrong item TWICE, the company asked me to return the wrong items I had received. The also asked me to take a picture of the returns receipt so that I could be reimbursed.
I took a picture of the returns receipt and they had to nerve to tell me that they will not cover the costs and that the best they can do is offer a store credit. So I therefore covered the costs of their mistake!!!!!!
I returned the items that they wrongly sent me and they had to nerve to make me pay for it!!!!!!!
Absolutely disgusting - I would not recommend ANYONE to shop here.”
“I bought a dress which was 70$ but with discount coupons and delivery it came up 62$. When I confirm the payment it said order not completed but they deducted the money. When I tried to contact them they said bank has hold onto that money and will refund me within 7days. My bank said they never hold any money. I told them to send me the dress that I order or refund me money. But it hasn't been made.. They say that they don't have that money. Where the f**k the money went there when it clearly saying in my account that has been transferred to misguided. Terrible and bad customer service ????????????????”
“From reading all these comments it is evident to see that misguided commit theft on a daily basis, how much money does this company make by failing to refund customers for goods they did not receive. Shoddy customer service, their annual accounts must look great as they make more money than sell products as they refuse to refund people. Be warned, there is no phone number if anything goes wrong, your just get automated email replies, if you use chat they will promise you the earth and not follow through. If you like to give your money away and receive nothing in return than this is the company for you. The public are paying their wages with the money they profit from failing customers, it makes more angry to see these comments and see that I am not the only person they have treated this this. Theft is theft, if the money isn't yours and it doesn't belong to you but belongs to yourcustomer than if you don't pay it back it is Theft. Do not be fooled by this company, they don't care, they want your money and won't help you if you have a problem”
“In May I ordered an outfit for my daughters 16th birthday, they took the payment twice from my account yet said the order did not process and I would have to order again. It's has been 6 weeks now and I have sent numerous emails as they don't have a phone number, I have been advised on their chat facility that they would refund me and as yet 6 weeks later they have only refunded me one amount even they they took two payments from my account. 6 weeks of promising to refund me, 6 weeks of lies with no phone number to call to speak to anyone. 6 weeks and I am still £51 out of pocket. I am disgusted at the level of customer service, they say it was a glitch with their system but still don't refund me, this is theft, be careful, who in this day and age can afford to give away money for clothing they don't receive. Bad company, poorly trained staff, order at your own risk as if it goes wrong Misguided do not care!”
