Missguided are Refusing to Refund Me!

tigerm25

susancs wrote: »

As they have sent it back and you have had little joy in regards to a refund in my opinion, it is now worth escalating it up to the CEO. Take a photo of it with the tags clearly shown and attach to a ceo email. Google "missguided ceo email" and Mr Nitin Passi email is the first on the search. It will probably get passed to a senior member of staff to resolve. I usually give customer services a chance but if they are unhelpful I usually get a good quick resolution from a direct to CEO email.

I've given them a deadline of Monday 5pm to give me my refund. If I don't receive any correspondence by then, which is likely, I'll go ahead and do this. As well as getting in touch with trading standards.

tigerm25

Fosterdog wrote: »

You say it smells "clean and new" but what exactly do you mean by that? New clothes don't usually smell the greatest, whether it is smells from the factory they were made in or from the packaging they are stored or sent in I wash every new piece of clothing after trying on but before wearing for the first time for this reason. If the clothes have more of a "clean" smell to them is it possible your partner was wearing perfume when she tried it on or possibly just out of the bath/shower and smelling of shop/body wash/moisturiser/shampoo that may have transferred to the clothing?

That could be why they think it has been washed.

Are the tags the fixed kind that once cut off can't be put back on or the kind with a piece of ribbon that can just be untied to remove and put back on?

So I've given it a good sniff! It does seem to have a clean smell to it, I'd say cleaner than your usual off the shelf smell to be honest. I wouldn't personally say it smells of bath, shower, body wash, moisturiser & shampoo, but if I had to pick something, it would be washing powder, but this is obviously very hard to put over on a forum, that's just my opinion.
If it has been washed at some point, this still wouldn't change the fact that we haven't washed it. It's obviously a hard thing to prove from our point of view, but it don't recall it smelling like this when it left our home. Plus, I'm sure it isn't our responsibility to prove this, it the store's responsibility, surely? I also can't stress enough, this product is absolutely in a saleable condition. No doubt about it.

susancs

tigerm25 wrote: »

I've given them a deadline of Monday 5pm to give me my refund. If I don't receive any correspondence by then, which is likely, I'll go ahead and do this. As well as getting in touch with trading standards.

Trading standards do not deal with individual complaints, they just give you information on your rights.
http://www.tradingstandards.uk/advice/

tigerm25

Hey guys, just an update on the situation here, where today my fiance received the following email:

"Thanks for getting in touch regarding your recent return.

I'm really sorry for the delay in getting back to you, and that your returned item was returned to you stating that it had been washed when this wasn't the case.

My name is Flo and I'm on the Complaints Resolution Team. Your email has now been passed to me and I'm going to get this resolved for you today.

After further investigation, I can see that the warehouse team returned the Crepe Wide Leg Culottes White back to you as they believed they didn't meet our returns policy. As you have explained that the tags were still attached and intact and that the item hadn't been worn, it looks like these were returned to you in error. I have escalated this to the relevant department to make sure it doesn't happen again.

I can see that you emailed us as soon as you were informed that the trousers were on their way back to you. Unfortunately the warehouse team had already sent the item back so we wouldn't have been able to stop this returning to you.

I am really sorry that you didn't receive a reply to your original email in the 24 hours that we advised. We do aim to respond to all customer queries within this time, and that definitely isn't our usual level of service.

We always respond to customer enquiries in order of when we received them so unfortunately by sending more than one email it delayed our response even further and you didn't receive a response until Friday. I understand that you wouldn't have been aware of this and I'm really sorry for the inconvenience caused.

I can see that my colleague misunderstood your query and refunded you £2.50. I'm really sorry about that.

Please send the culottes back to us and we will process a full refund. Unfortunately I can't arrange a courier collection for you but you can organise for a Hermes pick-up or use one of our other return methods here: https://www.missguided.co.uk/help#tab4.I have left a note on your account for our returns team to accept the return this time.

To speed up the refund process, please reply to this email with a snap of your postage or courier receipt once sent, and I'll sort the refund for you straight away.

I'll be dealing with your complaint from now on so if you need anything at all please get straight back in touch. I'll be here until 5pm tonight and back at 9am tomorrow.

Thanks,"

After posting the parcel back with Hermes as instructed about an hour later, and providing pictures of the receipt, I received the following email:

"Hey Lauren

Thanks for getting back to me so quickly with your Hermes receipt.

I've processed your full refund of £20.00. As a gesture of goodwill I have also refunded the £1.99 delivery charge that you paid.

£21.99 will hit your PayPal account in 48 hours.

If you need anything else at all please get straight back in touch.

Thanks"

The persistence paid off! And by the looks of it, we're gaining £2.50 as well as our postage cost back. It wasn't about the money though, it was more a case of lacking the trust to use internet shopping in future if they could do this. We're just happy it's resolved. Thank you everyone for your help!

Inner_Zone

tigerm25 wrote: »

"Thanks for getting in touch regarding your recent return.

After further investigation, I can see that the warehouse team returned the Crepe Wide Leg Culottes White back to you as they believed they didn't meet our returns policy."

So what happen to the dress you state was returned?

tigerm25

Inner_Zone wrote: »

So what happen to the dress you state was returned?

It was Culottes, not a dress. My fiance pointed this out a few days ago. I'm not very clued up when it comes to women's fashion!