Kayleigh Costello´s profile

Reviews (1)



I ordered my items before Christmas. They were a mixture of Christmas presents and outfits to wear over the festive period (£160 worth)I clearly stated on the deliver instructions that the items must be left with a neighbour. My garden is not secure, it's over looked by a housing estate, i have no gates and I knew I'd be away. The items were supposed to be next day delivery, I'd recieved an email saying there's been a problem and it would be the day after. After reading many reviews it appears this happens a lot. So I arrive home several days later to find a card from the courier saying 'left at back door' I went to the back door and there's nothing there.

I immediately contacted missguided and explained that I'd not recieved my items. I had to go to my local shopping centre and replace all the items as it was a few days before christmas. Its now been over a month of constant emails and I've finally been told I won't be getting a refund as the courier left the items in an appropriate place!!!!! How is at my back door an appropriate place. I left specific delivery instructions. It's disgusting they think that's acceptable. The order value is £160!!!

Distance buying regulations clearly state I am entitled to a FULL REFUND, not a credit note or re-dispatch which is what missguided are offering me. I've contacted my bank and also Trading Standards and both are investigating.

Christmas and new year should have been stress free enjoying time with my new baby. Instead I've had the stress of this and am £160 worse off. Which missguided won't give me back. I've asked to speak to a manger, asked for a phone number, no they won't give me one. It's much easier to screw people over via email. If I'd read the reviews before hand I certainly wouldn't have ordered from them. It seems they hold off on the refunds in the hope the customer will forget or just drop the issue. This isn't the only site with bad reviews I've read ALOT!

24 January 2013

Reply from Missguided

Hi Kayleigh,

We launched an investigation with our courier DX Mail who regrettably informed us that the investigation was a No Claim, unfortunately this was something that was frustratingly out of our hands and therefore I can only apologise for the time scale that this took and for the inconvenience that this has caused.

I have disputed the investigation outcome and will continue to do so until the appropriative outcome is met.

Best Wishes,
Grace xx

Kayleigh Costello´s profile

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Kayleigh Costello
United Kingdom