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  • FIRST POST
    • twinny_steph
    • By twinny_steph 8th Oct 16, 11:29 AM
    • 10Posts
    • 0Thanks
    twinny_steph
    Missguided - EDITED live chat transcript emailed to me after poor customer service!
    • #1
    • 8th Oct 16, 11:29 AM
    Missguided - EDITED live chat transcript emailed to me after poor customer service! 8th Oct 16 at 11:29 AM
    I ordered items for next delivery from Missguided last night (07/10/16). I ordered in plenty of time before their nexy day delivery 'deadline'. I received an email from them today (08/10/16) saying that my parcel won't be delivered until Monday (10/10/16). I therefore got in touch with Missguided via live chat to ask why this was the case. I was told that it had been dispatched but Hermes had not yet received the parcel. I asked why they had not yet received the parcel. The live chat operator was beating around the bush, not giving me a straight answer. I told her I would like to know who should be held accountable for the error, as I have had problems with Missguided in the past and I wanted a straight answer so it would inform my decision as to whether I would shop with them again. I was given an uncertain response that there may have been a delay with the delivery, although I felt she was reluctant to tell me what the real issue was. I asked for complaint details for the company, to which she replied: "Have a lovely day. Peace + Love." Then it said the operator had left the conversation!

    What then further shocked me is that a live chat transcript had been emailed to me, but an AMENDED version which cut out the part where I asked for complaint details. This was clearly done on purpose so that I had no evidence of the operator being rude in the live chat. Unfortunately for this operator, I screen-shotted the whole conversation on my phone, to prove that her customer service skills are far from acceptable.

    What I would like to know is, who can I approach to make a complaint (which actually yields results) about the customer service at Missguided, other than the company themselves? I've been dealt with unprofessionally in the past by them and know that other customers have, too, which is obvious from the number of complaints I see on social media platforms. I feel they shouldn't be allowed to keep treating their customers in this manner and want to do something about it which might change the way they do things.

    Thanks,
    Steph
Page 2
    • wealdroam
    • By wealdroam 8th Oct 16, 12:24 PM
    • 17,422 Posts
    • 14,000 Thanks
    wealdroam
    Well my tone here is not typical of my tone in the chat transcript i can assure you. I am just astounded at the fact that so many people think it's acceptable to be cut off and sent an amended chat transcript.
    Originally posted by twinny_steph
    Please point out where anyone has said that that is acceptable.
    • wealdroam
    • By wealdroam 8th Oct 16, 12:26 PM
    • 17,422 Posts
    • 14,000 Thanks
    wealdroam
    ...I will now refrain from responding unless I receive the response I was looking for.
    Originally posted by twinny_steph
    Ah... I get it now.

    People, please stop telling the OP things she doesn't want to hear.
    • powerful_Rogue
    • By powerful_Rogue 8th Oct 16, 1:40 PM
    • 2,774 Posts
    • 3,991 Thanks
    powerful_Rogue
    Things do easily get out of hand on these forums, with the help of myself admittedly. I'll await a response from someone who has actually made a complaint that yielded results. That is all I want. Whilst you're all entitled to your opinions, I came here only for a solution and not to explain myself to peope who don't know me in the slightest. Thanks for all your input so far but I will now refrain from responding unless I receive the response I was looking for.
    Have a good day all.
    Originally posted by twinny_steph
    What exactly do you want? Compo?

    Follow the complaints procedure that I posted previously and move on.
    • shaun from Africa
    • By shaun from Africa 8th Oct 16, 2:01 PM
    • 8,713 Posts
    • 9,774 Thanks
    shaun from Africa
    but I will now refrain from responding unless I receive the response I was looking for.
    Originally posted by twinny_steph
    Something that happens quite a lot on here but the first time I've ever seen an OP actually admit it!
    • DeathMuffin
    • By DeathMuffin 8th Oct 16, 2:05 PM
    • 14 Posts
    • 5 Thanks
    DeathMuffin
    Does your transcript have timestamps?

    Is it possible that the agent sent the closing remark before receiving your last message? The timings for live chat can be slightly different from each side: perhaps the "end chat and send transcript" button was pressed just before they got your message? Obviously it's still not great but it might not be deliberate.
    • gettingtheresometime
    • By gettingtheresometime 8th Oct 16, 3:55 PM
    • 1,728 Posts
    • 3,666 Thanks
    gettingtheresometime
    Bloody hell I'm just a bystander in this but even I feel the need to put my tin hat on.

    I had a customer rant at me a few weeks ago and I really wanted to tell her that if she shut up for 5 mins and let me tell her how I would try and resolve the situation that maybe more beneficial.

    Unfortunately she hung up on me before I could do so
    Lloyds OD / Natwest OD / PO CC cleared thanks to the 1 debt v 100 day challenge
    • Fosterdog
    • By Fosterdog 8th Oct 16, 4:08 PM
    • 2,439 Posts
    • 4,039 Thanks
    Fosterdog
    Maybe what you received wasn't an amended transcript of the chat but maybe, just maybe for some reason your final message to them to reach them, it can happen for any number of reasons if the chat session disconnected for a few seconds, you would see it your end but they wouldn't. Much like when you send a text and it doesn't arrive straight away, it could be your signal, the recipients signal or just one of those things.

    As for being allowed to disconnect, yes they are allowed to, some customers go around in circles for what would be hours, the answer won't change they just don't seem to get it. It would be expected in that sort of situation for a chat session or phone call to be ended. As for face to face people not being able to do that, yes they can. I have had to in the past just walk away when after almost 45 minutes of explaining the same thing over and over the customer just wouldn't accept what they were told, there were customers building up behind them waiting to be served so eventually I just said I'm sorry I'm not go into deal with you anymore and walked away and went to serve another customer. I've even had managers walk out of the building to get away from customers who just will not accept what they are told and it has already been passed as high as it can be. It gets to a point where no matter how rude it seems the farce has to be ended somehow and walking away would be the better option than basically telling someone what you really think of them at that moment.

    When your chat was ended it was for one of two reasons, either the last message you sent them hadn't got through and they thought you had gone offline or MIA so ended it or you were being a nightmare customer and they just needed to get rid of you.
    • sheramber
    • By sheramber 8th Oct 16, 4:42 PM
    • 2,738 Posts
    • 2,129 Thanks
    sheramber
    As the perfect customer service agent, how would you have dealt with a customer who acted as you did?
    • powerful_Rogue
    • By powerful_Rogue 8th Oct 16, 4:48 PM
    • 2,774 Posts
    • 3,991 Thanks
    powerful_Rogue
    Unfortunately I don't think we're going to see the OP again.

    Really would have loved to have seen the screenshots of the conversation.
    • The-Truth
    • By The-Truth 8th Oct 16, 6:30 PM
    • 312 Posts
    • 379 Thanks
    The-Truth
    Op all I'm going to say is your complaining skills are very poor. It doesn't matter what degree of compliant you're dealing with but if you can't complain in an effective way then you won't get very far.

    Your method of complaining is defensive from the offset and will get peoples back up and will always result in people not taking it seriously or seeing that it was the customer's attitude at fault and not the member of staff who dealt with it initially. Seriously, the people you're speaking to will have read things like this 100 times before and will easily be able to see through the crocodile tears.

    If you want a complaint to be taken seriously you need to stick to facts and not emotional blackmail about you staying as a customer as I can tell you now that will get you nowhere!
    • TSx
    • By TSx 8th Oct 16, 9:52 PM
    • 767 Posts
    • 536 Thanks
    TSx
    Maybe what you received wasn't an amended transcript of the chat but maybe, just maybe for some reason your final message to them to reach them, it can happen for any number of reasons if the chat session disconnected for a few seconds, you would see it your end but they wouldn't. Much like when you send a text and it doesn't arrive straight away, it could be your signal, the recipients signal or just one of those things.
    Originally posted by Fosterdog
    I'm inclined to agree - they use a third party provider for their chat functionality (numero) and whilst instantly emailing the chat transcript is common functionality in these products, I have never found one where the transcript is held back so it can be edited, before it is emailed to the customer.
    • DeathMuffin
    • By DeathMuffin 9th Oct 16, 1:30 AM
    • 14 Posts
    • 5 Thanks
    DeathMuffin
    I have never found one where the transcript is held back so it can be edited, before it is emailed to the customer.
    Originally posted by TSx
    Why would they?

    twinny_steph, if you're still reading this please consider that customer support aren't ashamed of how they treated you. They're doing a job with strict guidelines and supervision. That agent will be completely confident she can justify everything she said to you as in line with policy.

    If you really think I'm wrong and that she was actually deliberately rude then tried to cover it up, post your chat log and we'll tell you how it looks from outside. If you honestly believe that you were completely reasonable, you can really show us, put us in our place, get us told etc. Otherwise it just looks like you're embarrassed. I know how you feel, customer service can be amazingly frustrating. Vague answers to not quite what you asked, bizarre use of the language, policies which seem wrong or misunderstood and an apparent unwillingness to help can after a while make you say something you're not happy about. I'm sure we've all been there. You don't have to prove anything to us but if you don't, that's how it looks at best to a sympathetic reader. If it's true, you're more likely to get help and will be a happier person generally if you're honest about it.
    • robatwork
    • By robatwork 9th Oct 16, 10:21 AM
    • 3,356 Posts
    • 3,569 Thanks
    robatwork
    I'm kinda on the OP's side here as I find Live Chat extremely frustrating on the multiple times I have used (been obliged to use) it.

    So here's what the OP didn't want to hear:

    I can't remember one occasion when I have been left feeling that my question has been dealt with or issue resolved having used Live Chat.

    Worth particular mention is BT's Live Chat, communicating with their call centre is like juggling mercury.

    As to the OP, her subjective problem was that the operative was rude. The objective problem was that they edited a log.
    The next step would be to take that up with the complaints procedure of that company, nobody else is going to be interested, there's no OFLC. The details have already been posted here, but I would also find out the name/email of the MD and cc him/her with the complaint.
    I would accept a £20 voucher in recognition of what the operative did, given the OP's story was correct ie. no rudeness from her end....
    • bris
    • By bris 9th Oct 16, 10:25 AM
    • 6,156 Posts
    • 5,115 Thanks
    bris
    Well apologies if it comes across that way to you. I was very reasonable with the operator. The blame kept shifting and then I became frustrated at the end of the conversation when I was cut off and when I received the amended chat transcript, which is when I resorted to here, hence you can sense my frustration.
    Originally posted by twinny_steph
    Lol your a nightmare customer, vote with your feet to the next poor company who happens to cause you such a minor inconvenience.
    • The-Truth
    • By The-Truth 9th Oct 16, 10:41 AM
    • 312 Posts
    • 379 Thanks
    The-Truth
    Things do easily get out of hand on these forums, with the help of myself admittedly. I'll await a response from someone who has actually made a complaint that yielded results. That is all I want. Whilst you're all entitled to your opinions, I came here only for a solution and not to explain myself to peope who don't know me in the slightest. Thanks for all your input so far but I will now refrain from responding unless I receive the response I was looking for.
    Have a good day all.
    Originally posted by twinny_steph
    OMG only just seen this post. The op is an attitude problem on legs.

    Good luck with life op. You'll need it!
    • meer53
    • By meer53 9th Oct 16, 2:15 PM
    • 8,374 Posts
    • 11,943 Thanks
    meer53
    People like the OP make me realise that life is too short to get wound up over nothing.
    • hollydays
    • By hollydays 9th Oct 16, 2:33 PM
    • 14,587 Posts
    • 10,380 Thanks
    hollydays
    Last time someone was rude to me ( rang me uninvited ., tried to sell me something and cut me off) I just rang the company , asked to speak to a supervisor and told them I wasn't impressed. They listened to the call and apologised.

    Do live chat again and ask to speak to a supervisor - make your point.
    It's that simple.
    • The-Truth
    • By The-Truth 10th Oct 16, 11:40 AM
    • 312 Posts
    • 379 Thanks
    The-Truth
    People like the OP make me realise that life is too short to get wound up over nothing.
    Originally posted by meer53
    I think we all under stand now why the live chat operator said this:

    Have a lovely day. Peace + Love
    Originally posted by twinny_steph
    By reading this thread anyone chatting to the op should use that as a default reaction then go offline!
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