Misguided Clothing

spikeheeledvamp

I very rarely order on line as I always seem to have problems when I do. However against my better judgement I ordered 5 items of clothing (in two seperate orders) from a company called Misguided.com. Three of the items were absolutely fine, but one dress was too small and a pair of trousers were faulty.
I decided I wanted a full refund on the dress and an exchange for the trousers. I put both items in one parcel and included both delivery notes, stating what I wanted. I also sent a quick email to Misguided telling them about the trousers and sent the parcel back with proof of postage.
I received an email from them a couple of days later stating that they had received my dress and will process a refund within the next 15 days. I wrote back to them asking when I could expect to receive a replacement for the trousers, and they have replied back stating they have not received them. Having written another email stating the trousers were in the same parcel with the dress along with the delivery note, how can they say they have not received them.
I have yet to wait for their reply, but in the meantime I have since found several websites reviewing Misguided and how appalling their customer service is which has un-nerved me ( I should have done my homework before ordering)
Misguided may come back to me and tell me that they have received the faulty trousers and send out an exchange, but if they don't (and judging by the amount of compalints they have on review sites), do I have any rights? As although the trousers were only £30, I may have paid out for something that I may not get.

jacques_chirac

Does your proof of postage have a weight on it? Ask them to verify the weight of the parcel they received back - that will show if the item went missing before or after it reached them.

Did you arrange the return postage or was it prepaid?

spikeheeledvamp

It was prepaid postage, so I just handed the package over. It wasn't weighed.

jacques_chirac

spikeheeledvamp wrote: »

It was prepaid postage, so I just handed the package over. It wasn't weighed.

In that case ask the retailer to make a claim from RM for the lost item - if they did not receive it RM must have lost it.

For future reference, most post offices will weigh the item and the weight will be printed on your receipt. If they don't proactively do so then ask them to - it saves any hassle in disputes such as this.