Missguided US

I purchased dresses from misguided for a last minute party in October.
I paid for next day delivery, that next day came and went with no sign of delivery.
I was then told by 'customer service' there was a problem sourcing the dresses (good one you're a clothing company and that is your job to source the clothes to send)! Promised it would arrive, that day also came and went with no delivery.
After this I then no longer needed the dresses as they arrived too late so I cancelled the order, then all of a sudden the next morning the dresses arrived.
Needless to say this company is so poorly run the left hand doesn't know what the right hand is doing and caused me so much hassle which just was not necessary.
( I was suspicious of the courier anyway as he was a random man in no uniform driving a banged up golf).
Due to my disappointment with misguided, they provided me with a gift voucher.
For Christmas I thought I'd buy a dress. I purchased the dresses qualified for next day delivery.
Received confirmation texts and emails the morning of the delivery to say it would be delivered that day. Granted we left the house a couple of hours however we have a safe place or neighbours which I had detailed on the order.
The day also came and went with no sign that the parcel had even been attempted to be delivered anywhere. This is Saturday before Christmas.
Emailing misguided customer service was useless as they gave me a response which did not answer my irritating question of where on earth was my parcel and why hadn't it been delivered.
My parcel is then now having to be delivered to my house 3 days after the original delivery date (useless courier once again DX have no available dates before then) I will not be here and the courier is that ridiculous and do not use DPD or parcel force technique of leaving in a safe place or neighbour and request passports or proof that the person lives at that address! A member of my family is now having to stay in all day on the chosen day as they will not deliver without a signature and proof of my passport.
I am disgusted with missguided and their chosen courier. I used their voucher from a very serious previous mess up in good faith hoping I would never be let down by them again but that was not to be.
My advice, never ever use missguided. Every experience I have had has been horrific.
Their dresses also look nothing like the photos on the website, they clearly shorten hems for all models as I am taller than some of the models and yet supposed 'mini' dresses are to my knees.

First, I was charged twice for my order. It took me noticing myself in a bank statement so I had to reach out via chat AND email, AND follow up twice in order to confirm that the second charge would be reversed.

I ordered on Aug 11 for my Bachelorette trip in Vegas and purposely shipped the bathing suits to Vegas so that they would be there in time. I checked the tracking multiple times after the shipment processed and there was no update so I reached out via chat. They said they would "look into this" and never got back to me.

I reached out AGAIN the next day. They said that product was just leaving the warehouse, 5 business days after my order was placed and that they were sorry for the delay. The day I land in Vegas the tracking says the order still hasn't left the warehouse. At this point I'm so angry because even if it is over nighted at this point, it would only arrive with 1 day left of my trip. I reached out AGAIN to request that they re-ship an express order because of the delay on their behalf and they refused. So then I request a refund which they refuse!

Long story short, after over 50 chats/emails and after dealing with over 15 reps (not 1 ever letting me speak with a manager), I could not get anyone on the phone once and my order is still not refunded!

I WOULD NEVER WASTE TIME ORDERING WITH THIS COMPANY AGAIN. Not only did they completely ruin my bachelorette party weekend in Vegas, the customer service ONLINE ONLY runs you through the ringer over and over torturous and noone is acting accountable! No one tried to rectify the situation once and after all this I have literally wasted HOURS of my life.

Seriously, I hope this company goes out of business for the way that they treat their customers.

The clothes are very cheap quality and sizes are huge. If you are looking for something nice, DON'T BUY FROM HERE!

Summary:
1. Order is shipping
2. Nope, now it isn't shipping we need more info. Please send us your driver's license and a copy of an utility bill with shipping address. Dodgy request for a company that won't give you a PHONE NUMBER TO CALL THEM... but ok, I will play the fool this time.
3. Talk to customer service because I am not interested in identity theft. They say driver's license is enough because it has my current address. Everything is good. Order will ship.
4. Few days later, nothing. Check tracking. Still in warehouse.
5. Contact customer service. They said it was a simple error. They will talk to their security team. Order will clear.
6. Few days later, still stuck.
7. Contact customer service. Still a simple communication breakdown. They will notify security team. I ask for phone number. They don't apparently use things like phones because "they are an online company". Riiight...
8. Few days later, still stuck. Total B. S. The "chat" sessions are now more like a sport because their customer service people are obviously complete morons and they have no internal processes or controls in place for running their business and especially for handling customer complaints. Total run-arounds are always fun, especially because they already charged my credit card and I am out my money until this gets sorted.
9. I send them a few emails over the next few days, have a few more chat sessions. My time is worthless to this team. More like a running joke.
10 Finally someone says they intervened to ship.
11. Order shipping the next day and will arrive on Friday. That's good because my wife and I leave on Saturday for our trip and will be gone for the next 3 weeks. She wanted those clothes.
12. Friday comes. Oops! Order will now arrive on Monday.
13. Still don't have the clothes because we are now travelling. Don't even know if we got everything because half of it was out of stock when they finally got around to shipping something.

Recommended corrective actions:
Fire entire customer service team and start over.
Fire entire online security team and start over.
Hire someone who understands customer complaint flows to create one for you, because right now you have nothing.
Get a f*****g phone number because real companies have phones.