Distance selling problem - help and advice please

walnut77

Help please - I ordered 2 swimming costumes from a company. They arrived and didn't have those hygiene stickers on them. I didn't actually register this and tried them on. They were awful soi I sent them back immediately. I waited ages for my refund and when it didn't arrive I emailed them They sent a response finally saying that the costumes had arri#ved back dirty! They sent me 2 photos of the costumes with disgusting marks on them and there is NO way I sent them back like that. What can I do? They have my £30 and say they are sending me back the costumes as they are mine now.
Help please:(

unholyangel

Where did you buy them from? What date did they arrive and what date did you notify them you were returning?

walnut77

NOt sure if I can give the name on here - a company called Missguided (lol!) and I ordered them 2 weeks ago, they were delivered and were horrible s0o I sent them straight back.

unholyangel

I have a feeling you'll have a fight on your hands....but here goes.

Their terms and conditions are illegal. Not only do they seek to remove/restrict your statutory rights but they also use legal jargon.

What value are we talking for the 2 suits? If its a low amount, it may not be worth anything more than a letter before action.

A quick google has shown they have a rep on trustpilot responding to negative reviews so may be worthwhile posting a factual (keep emotion out of it and dont elaborate, stick to the truth as you will be liable for your comments) review of your experience and seeing if you can get a satisfactory response that way.

Oh and remember to report them to your local TS. They dont act on individual complaints but its not the first time they've came up on MSE so I daresay it wont be the first time they've been reported to TS/OFT either!

walnut77

Thank you very much!!!!:j

unholyangel

walnut77 wrote: »

Thank you very much!!!!:j

Let us know how you get on. If you do need further help, please answer the questions in my 2nd post.

Good luck!

walnut77

Hello, me again unholyangel. Thanks again for all your help. I have had a response and, yes I think I have a fight on my hands, as you said. Its their word against mse to do. This is what they said. I don't know what else to do. I've done the review and I've told them I'm going to go to TS. This is what they said:
''We have spoken to the returns team and they have stated that they remember your return. As you can see from the images we sent, it would be very difficult to imagine a customer even willing to try a garment on in the condition we received them back.

We have checked the Missguided Customer Care emails and can state that we did not recieve an email from you until after our Returns Team sent you the images of your return.

We have a rigorous returns team who ensure that all returns are exactly as they were when they left our warehouse before accepting them back. We will not accept a return back without the hygiene strip still intact.

If you ever receive an item without a hygiene strip please contact our Customer Care team immediately''
Any thoughts? Thanks again

walnut77

Where did you buy them from? What date did they arrive and what date did you notify them you were returning?


It was Missguided and they arrived on Jan 6th. I returned them on Jan 7th via Missguided ByBox locker

walnut77

Missguided have refunded in full. I threw all barrels at them - TS, OFT, the review, including doing a DNA test to prove the marks were not made by me. They said that, somehow, the goods were reissued to another customer in between my returning them and when they responded to my emails regarding the refund (Seems impossible but that's what they said).
So thanks for your help. :beer: