Missguided - EDITED live chat transcript emailed to me after poor customer service!

[Deleted User]

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

powerful_Rogue

Next day delivery - As frustrating as it may be, delays do happen. Ranting and raving at some poor customer service rep isn't going to get the item to you any quicker. I would however have asked for the extra postage to be refunded.

I'm also puzzled why you continue to shop there if what you say about previous poor service and complaints is correct. I also can't see from what you have posted where the customer service rep has been rude.

Bogalot

I doubt the operator knew why Hermes had not yet received the parcel. There had been a delay. What more do you want them to say?

I can't see that any official body would be interested in your complaint. You can make a complaint via Resolver if you really want to, but that will just go back to them.

Next time be a little more friendly with the operator, they're only human and that will reap far more results than being difficult. You will be entitled to a refund of any additional postage paid for next day delivery, I'm sure they'll arrange that if you request it.

[Deleted User]

I fully appreciate delays do happen. What I am mainly not happy about is the tone the chat operator took with me, which is not the first time I have rudely been spoken to. And who said I was 'ranting and raving'? Talk about small-minded. I can email you the screen-shots if you really believe I would waste my time and resort to this forum if I hadn't been dealt with poorly. I usually have better things to do with my time but since I have been a very good customer service assistant myself in the past, I am not willing to let people get away with poor customer service that is uncalled for.

I also don't really need to explain to you why I shopped with them again after previous poor service but since you are so interested it is because my sister asked me to order something for her from the site. Since I was already ordering for her I thought I may as well order a few items myself anyway, since it would all arrive in the same package. Good enough?

Also, how is it not rude to cut someone off after asking for complaint details? Whether you agree with the customer or not, you shouldn't just cut them off. It certainly wouldn't be done during a face-to-face interaction in a store so why is it acceptable online? Maybe we live in two separate worlds with different moral compasses but that to me and many others is, without a doubt, rude.

[Deleted User]

Nowhere did I imply I was unfriendly to the operator. I probably didn't make it clear enough; I can appreciate they might not know the 'exact' reasons but her various responses kept shifting the blame back and forth between Missguided and Hermes. That was a concern for me. My main concern was the deception in the chat transcript. Clearly something to hide and not good enough customer service.

powerful_Rogue

No need to become so defensive.

Can you point out what the rep said to you that was rude?

[Deleted User]

I have added it to my post above

[Deleted User]

Also apologies if I come across as defensive but I'm just sick of being treated in this way and it continues to happen because not enough people do anythig about it to implement change. I've worked for stores where customer service is at the utmost importance and the way I was dealt with would not have gone down so well if i had treated someone else in that way. I suppose I expect high standards, but shouldn't we all?

powerful_Rogue

Deleted_User wrote: »

I have added it to my post above

It's all on the website.

What's your complaints procedure?

Most of our customers have a great experience when shopping with Missguided. However, we know that there may be occasions where things can go wrong and you may wish to make a complaint.
We want to make this as simple and easy for you as possible and address your experience in a timely manner. We’ll always try our best to resolve complaints within 14 days of receipt. There may be occasions when this is exceeded, however we’ll continue to keep you updated on progress.
To make a complaint, please write down all the details and either send this information in the post or by email to our Complaints team.
Post: Complaints Department, Missguided, 75 Trafford Wharf Road, Trafford Park, Manchester, M17 1ES
E-mail: [EMAIL="customercare@missguided.com"]customercare@missguided.com[/EMAIL]
Please include as much detail as you can, and include where possible:

• Your contact details
• Your order number
• The time and date of the incident
• Names of parties involved
• Details of the event

Once your complaint is received, one of our dedicated team will be assigned to your case and investigate this for you. They will then liaise with you directly to resolve your complaint.
If you are not happy with how we have handled your complaint, you may want to contact an alternative dispute resolution provider. An alternative dispute provider is an independent body that considers the facts of your complaint and seeks to resolve it, without having to go to court. If you are resident in the EU, you can use the Online Dispute Resolution Platform to submit your complaint to an alternative dispute resolution provider.

Bogalot

Deleted_User wrote: »

Nowhere did I imply I was unfriendly to the operator. I probably didn't make it clear enough; I can appreciate they might not know the 'exact' reasons but her various responses kept shifting the blame back and forth between Missguided and Hermes. That was a concern for me. My main concern was the deception in the chat transcript. Clearly something to hide and not good enough customer service.

Your own description of the conversation comes across as unfriendly. You were pushing for answers that you knew she would not have, it comes across that you were being difficult for the sake of it. That may not have been your intention, but it is how it comes across to a bystander.

powerful_Rogue

Deleted_User wrote: »

Also apologies if I come across as defensive but I'm just sick of being treated in this way and it continues to happen because not enough people do anythig about it to implement change. I've worked for stores where customer service is at the utmost importance and the way I was dealt with would not have gone down so well if i had treated someone else in that way. I suppose I expect high standards, but shouldn't we all?

True,

But is it really worth the time and effort sometimes for just a minor niggle.

I complain where the service is extremely bad. I also contact companies to praise staff if they have offered exceptional service.