So, I stopped ordering from Misguided due to their horrible customer service. A few days ago, I decided to order a dress from the company, optimistically hoping the service had improved. I am currently almost two weeks post-op from major surgery, so I felt comfortable ordering the item, knowing that if the item was not suitable, I would be able to use the Hermes collection option to return the parcel. When I received the item, it was evident that the item was not for me. I visited the Misguided site, to arrange for a collection. However, the system would not generate a collection time. I contacted Misguided via chat and chatted with Emma. Emma advised me that my item was not eligible for Hermes collection because it was delivered by Yodel. What?? For starters, as a customer, I do not have the choice as to which delivery company Misguided chooses to select to deliver my parcel, secondly, on the Misguided website, Hermes collection is offered as an option, it does not offer a disclaimer that the service is not available if the company decides to use Yodel to deliver parcels. I advised Emma of these concerns, and that I would be unable to travel to the Hermes shop due to my surgery. I further advised that I may be able to get a neighbour to travel to a drop off location at a corner shop maybe a minute away, but that was it. Emma advised that the closest Hermes shop was 8 mins away. I expressed my disgust with the false advertising on Misguided's website; I further explained that customers should not be inconvienced, due to Misguided's decision to stop using Royal mail as a return option and to selectively choose which parcels are eligible for Hermes collection. I requested to communicate with a supervisor. Emma asked me what solution I wanted; and I advised her that Misguided needed to generate the required paperwork for a Hermes collection or if I called for the collection of the parcel, Misguided should reimburse me. Despite my request for a supervisor, Emma immediately claimed that she spoke with her supervisor Sowdha, and was advised that they could not help me, and I would need to travel to a Hermes location. This response is totally unacceptable! The blatant disregard displayed tonight from Emma and Sowdha was totally improper. Misguided's website site provides false information relating to their return options for their customers. The verbiage on the website attempts to give the appearance of returns being hassle free and low risk for customers when in actuality the company wants to make the return process as complex and inconvenient as possible. I will never do business with this company again