I made two orders through missguided, when one item arrived it was a white dress which was marked so I sent back for a refund using the attached returns label. Another one of my items the zip stuck on the dress so again sent this back with the attached returns label. Today I received an email stating my refund had been processed and that they were sorry my item was faulty and I would receive a full refund including shipping costs. Yet when I scrolled down the screen I had an amount of £3 charged as adjustment free deducted from my total amount, this was the same on both orders. I understand this amount is deducted when the returns label is used, but if the item is faulty you are not deducted this amount. I stated clearly on the returns label that they were faulty and also stated why. So now after returning 2 faulty items I am now £7.95 out of pocket!! When I tried to email missguided I got this response: Thank you for your email.
If you made use of one of our returns labels then you will be charged for the return of the items.
I have searched our systems and I can not find any information from you informing us of the faulty items initially.
If we knew of the item we would send you a free post label to return the items back to us and you would not have to pay for the postage of it neither will you have been charged for the postage when processing your refund.
Sorry for any inconveniences caused.
I have returned a faulty item before no problem, but no where on the returns form or even there website do they state to contact them before sending the item back that it is faulty!! No happy at all and will never be using again!!
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I am very sorry to hear that this has not been resolved. However at this moment I am unable to locate your order details. Would you mind emailing me at firstname.lastname@example.org so that I can bring this to a satisfactory resolution.