Ordered a gift set which came with the box completely damaged. Since Tuesday (now Sunday) both my partner and I have been trying to contact them via their social media channels as this is the only way... See more
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I cannot praise Jenny's customer service enough! I recently encountered an issue with my order where I received only one part of the set I ordered, causing quite a bit of inconvenience as I needed the... See more
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I returned 2 items in the same package, returned via DPD and got refunded for the cheapest item only . They are denying the other item in the bag although I have proof that both were returned togethe... See more
Company replied
The Clothes ive tried don’t feel cheap like other fast fashion brands. Customer service is fantastic. Made a mistake on my order and the response was personalised and genuine and not via some robot .... See more
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Company details
Written by the company
Misspap exists to serve the women with style, the women who love to feel confident in what they wear and the women who do things their own way. Expect to find the statement elevated pieces for all occasions with an affordable price-tag that you won't find anywhere else. We design in-house collections that ultimately embody the classic Misspap signature: clean, simple, sexy yet feminine pieces, perfect for the high octane lifestyle. Inspired by the muses of our past and present, by all the bad ass women who ever existed, we have cultivated a brand with ever-lasting attitude. Fashion is what matters to us the most and to the women who wear our clothes, for them Misspap brings the timeless pieces to treasure and keep.
Contact info
PO Box 553, BB11 9GD, Burnley, United Kingdom
- customerservices@misspap.com
- misspap.com
3.0
Average
9K reviews
Replied to 87% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Jovelyn looked after my query very…
Jovelyn looked after my query very well. Dress arrived, zip was faulty and too late to get a replacement. jovelyn arranged refund and requested I don’t return dress and instead recycle it or give to a charity shop which I intend on doing.
May 8, 2023
Unprompted review
Reply from MISSPAP
Hello Lisa,
Thank you for getting in touch and for taking the time to leave your review.
It's lovely to hear that Jovelyn, from our Customer Service team was able to assist with your recent query, leaving you satisfied with the service received.
We work very hard on a daily basis to provide our customers with the best possible service, so it's always great to receive feedback such as your own.
I'll be sure to pass your feedback onto the adviser.
Take care,
Daniel
Very satisfied
Very helpful and friendly customer service.I had a little problem with my package not arriving and Viara.V managed to solve my issue which made me very content with the customer service.I will definitely shop again with the Misspap company because they know how to support and help customers.
May 8, 2023
Unprompted review
Reply from MISSPAP
Hello Aisha,
Thank you for getting in touch and for taking the time to leave your review.
It's great to hear that Viara, from our Customer Service team was able to assist with your recent query, leaving you satisfied with the service received.
We work very hard on a daily basis to provide our customers with the best possible service, so it's always great to receive feedback such as your own.
I'll be sure to pass your feedback onto the adviser.
Take care,
Daniel
Amazing customer service
Ordered a pair of heeled boots, however they arrived with a hole in. I contacted customer service, however, and Andrew was so helpful - issued me a refund with no problem or hassle, and responded very quickly. Best customer service I've received in terms of return/refunds.
May 8, 2023
Unprompted review
Reply from MISSPAP
Hello Millie,
Thank you for getting in touch and for taking the time to leave your review.
I'm sorry to hear that the pair of boots ordered had arrived in a faulty condition. However, it's great to hear that Andrew, from our Customer Service team was able to assist with your recent query, leaving you satisfied with the service received.
We work very hard on a daily basis to provide our customers with the best possible service, so it's always great to receive feedback such as your own.
I'll be sure to pass your feedback onto the adviser.
Take care,
Daniel
Agent Ellie finally resolved my case…
Agent Ellie finally resolved my case and her response was immediate. Thank you
May 7, 2023
Unprompted review
Reply from MISSPAP
Hello Misha,
Thanks for taking the time to leave this 5* review, it's great to hear that Ellie was able to resolve your issue right away.
I'll be sure to pass on this feedback.
Thanks
Samantha
SCAMMED!
As a first time customer I am EXTREMELY disappointed in this website. I feel SCAMMED. I should have read the reviews before ordering. My delivery address is Miami United States. When I checked my tracking, it said my package was sent to MIAMI UNITED STATES in error and being re-routed back to the UK! So basically, I was SCAMMED. I tried asking for a refund and all I got were generic responses telling me I should wait 48 hrs for my package when my package has already PASSED its delivery date! MISS PAP I WANT M MONEY BACK ASAP!
May 6, 2023
Unprompted review
Reply from MISSPAP
Update:
Thank you for your reply.
I have had a look into this now and can see you have been in contact with our customer services team and a refund has been issued for you.
Take care!
_____________
Hi Kirsh
Thank you for this review, I'm sorry to hear your order hasn't got to you.
As the parcel is still in transit and may still be delivered, we do need to allow time for the courier to confirm the parcel is being returned to us before being able to offer a refund on the parcel. Once the tracking updates to the show the parcel is on it's way back to us, we will then of course provide a refund for the parcel.
So I can look into this further for you, please can you respond to the message I have sent through TrustPiliot with your order details and I'll get back to you as soon as possible about this.
Thanks - Dean
Today I Used the iMessage option and I…
Today I Used the iMessage option and I got a response so quickly! Danelyn resolved my issue and was more than happy to offer me any additional support!! Thank you
May 6, 2023
Unprompted review
Reply from MISSPAP
Hello,
Thanks for taking the time to leave this review from when you messaged in on i Messenger. It's great to hear that Danelyn got back quickly and resolved your issue.
I'll be sure to pass on this feedback.
Thanks
Samantha
I messaged Karen E regarding a missing…
I messaged Karen E regarding a missing item of clothing out my delivery, I was replied to so quickly & the problem was also resolved quickly. As much as it was an inconvenience for me, the issue being dealt with was handled so kindly and fast. Couldn’t be happier with her service.
May 5, 2023
Unprompted review
Reply from MISSPAP
Hello Heather.
Thanks for taking the time to leave this review, it's great to hear that Karen E was able to help solve out the issue with the missing clothing item.
I'll be sure to pass on this feedback.
Thanks
Samantha
Reliable customer service
The Clothes ive tried don’t feel cheap like other fast fashion brands. Customer service is fantastic. Made a mistake on my order and the response was personalised and genuine and not via some robot . Shout out to Darius for great customer service and finalising the request in a timely manner. And thanks to the team beforehand too who answered promptly to my queries 🫶
May 5, 2023
Unprompted review
Reply from MISSPAP
Hello Andrea,
Thanks for taking the time to leave this 5* review, it's great to hear how you feel about the products received as well as out customer service.
I'll be sure to pass on the feedback to Darius.
Thanks
Samantha
Item issue
Richard in customer service what a
star you are! Very quick to respond to my query. Sorted my issue out,
very very happy.
Thanks again RICHARD.
May 3, 2023
Unprompted review
Reply from MISSPAP
Hi Michelle,
Thank you for your review.
I am really sorry to hear you had an issue with an item, however it's amazing to hear Richard was able to get this sorted out for you! We will certainly pass along your thanks.
Take care,
Amelia
Refund problems and poor communication
I returned 2 items in the same package, returned via DPD and got refunded for the cheapest item only . They are denying the other item in the bag although I have proof that both were returned together. Terrible customer service .
Update : Daniel kindly sorted out my issue in a polite and extremely efficient manner . The missing item was found and refunded within a few hours . This has restored my faith in misspap . Thank you Daniel
April 11, 2023
Unprompted review
Reply from MISSPAP
UPDATE:
Thank you for getting back in touch and for confirming the requested information, Karen.
I can confirm that I have sent an email to the email address linked with your MissPap account, if you could please keep an eye on your junk/spam folder to ensure that this email is not missed, that would be great.
I look forward to speaking with you again.
Take care,
Daniel
-----------------------------------------------------------------------------------------
Hello Karen,
Thank you for getting in touch and for taking the time to leave your review.
I'm sorry to hear about the issues faced after completing a return back to our brand recently. I completely understand why you would be left feeling negative. Rest assured, I would love to assist you further with the issue, so I have sent through a request via Trustpilot, for you provide myself with further information so I can contact you directly and ensure that a resolution is made.
I look forward to speaking with you again.
Take care,
Daniel
Do not trust the Next Day Delivery…
Do not trust the Next Day Delivery service. I paid extra for next day delivery only for the item not to be delivered in this time frame when I made my purchase. What is the point in paying extra if this can’t be met???
May 2, 2023
Unprompted review
Reply from MISSPAP
Hello Fruity,
Thank you for getting in touch and for taking the time to leave your review.
I'm sorry to hear about the delays faced with your delivery when shopping with our brand. I completely understand why you would be left feeling negative.
Rest assured, I would love to assist you further with the issue, so I have sent through a request via Trustpilot, for you provide myself with further information so I can contact you directly and ensure that a resolution is made.
I look forward to speaking with you again.
Take care,
Daniel
Gie C is amazing
Gie C is amazing! Absoulte angel who sorted out my order for me. Always use misspap so it’s lovely too see the clothes are as nice as the workers too <3
April 28, 2023
Unprompted review
Reply from MISSPAP
Hello Shan,
Thanks for taking the time to leave this 5* review, it's great to hear that Gie C was able to sort out your order for you.
I'll be sure to pass on your feedback.
Thanks
Samantha
Lovely dress
Lovely dress, had a slight issue with it but Ellie was very helpful in getting it sorted for me. 10/10 would recommend
April 27, 2023
Unprompted review
Reply from MISSPAP
Hi Caroline
Thank you for this review. It's wonderful to hear Ellie was helpful in sorting the issue you had with your dress and I'll be sure to pass this feedback on for you.
Have a lovely day - Dean
My honest review and genuine experience
My honest review, I don’t give reviews but I had to this time because of some of the review I read. I bought two cropped blazer which I love so much not like, it’s amazingly comfortable and stunning. It’s the right size. I was skeptical after reading most of the reviews on Trustpilot but I took a chance because I liked the style of the blazer to my surprise everything went well, from using the app with 10% discount, received within few days, fits well, the exact colour and good quality material, I’m very impressed. My advised to shopper please measure yourself to get your correct size, I usually wear size 12 top after measuring my size it was size 16 (always remember that all shops come in different size to individual body shape). Thank you so much MISSPAP, much appreciated.
April 27, 2023
Unprompted review
Reply from MISSPAP
Hi Patricia
Thank you for taking the time to leave this review, it's very much appreciated. I'm so happy to hear your two blazers met your expectations and you found our site's measuring feature to be accurate.
I hope you enjoy the item and have a great day - Dean
Replaced damage item without question
Bought a knitted top and I absolutely loved it on but when I lifted my arms I noticed rips in both armpit areas - I am aware this is common with knitted items - anyway I used apple messages so contact and Courtney from the customer service team sent me a replacement next day and suggested I recycle the damaged item - this shows they are an economical and responsible business!
April 27, 2023
Unprompted review
Reply from MISSPAP
Hi Paige
Thank you for this great review. I'm sorry to hear you received a faulty item from us, this certainly isn't our usual standard but it's awesome to know Courtney was quick in having a replacement sent for you.
I will be sure to pass this feedback on for you.
Have a lovely day - Dean
I wouldn’t even give this company one…
I wouldn’t even give this company one star
Shocking customer service
Shocking system
I ordered a dress wanted to return it
The online returns portal doesn’t send you the return label
I tried a million times to get on it it goes blank n fails
I couldn’t access my customer account as I needed a new password
I did the reset link to get a code to my email 5 times never got one so couldn’t even log on
No way to return the item
I eventually got an email for customer service after waiting days for a reply they then tell me the times up I can’t return my item or get a refund after weeks of my trying a million times through their system to try to figure out how to return a dress
It’s absolutely disgusting
Ripping me off
It’s the system that fails n gives you no way to return the item
DO NOT BUY FROM HERE
APPROACH WITH CAUTION AS YOU CAN NOT RETURN
CUSTOMER SERVICE REFUSED TO GIVE ME A REFUND WHEN THEIR REFUND SYSTEM DOESNT WORK
April 26, 2023
Unprompted review
Reply from MISSPAP
Hello Lynsey,
Thanks for taking the time to leave a review, I'm sorry to hear you're having issues with the return portal and it's not loading your order for you to be able to return or create a label.
Normally you wouldn't need to log into the website in order to create your return as your return can be loaded by the order number and either email address or last 4 digits of the phone number confirmed on this link here: https://misspap.returns.international/
If you're still having issues in loading your return or gaining access to your account please let me know, I would love to assist you further with the issue, so I have sent through a request via Trustpilot, for you provide myself with further information so I can contact you directly and ensure that a resolution is made.
Thanks
Samantha
Jade W was fantastic at resolving my…
Jade W was fantastic at resolving my faulty item refund with instant action after waiting a long time for it.
April 25, 2023
Unprompted review
Reply from MISSPAP
Hello Amelia,
Thank you for getting in touch and for taking the time to leave your review.
It's great to hear that Jade, from our Customer Service team was able to assist with your recent query, leaving you satisfied with your experience.
I'll be sure to pass your feedback onto, Jade.
Take care,
Daniel
Ordered a pair of thigh high boots they…
Ordered a pair of thigh high boots they were lovely but after a few hours of wearing them heels had worn down to the metal. Messaged MISSPAP and Ellie from the customer service team was amazing and re sent me out a new pair straight away within an hour or messaging. Really happy with their service
Kelly
April 24, 2023
Unprompted review
Reply from MISSPAP
Hello Kelly,
Thank you for getting in touch and for taking the time to leave your review.
It's great to hear that Ellie, from our Customer Service team was able to assist with your recent query, leaving you satisfied with your experience.
I'll be sure to pass your feedback onto, Ellie.
Take care,
Daniel
I recently paid for VIP which confirms…
I recently paid for VIP which confirms free next day delivery if ordered before 11pm and the next day is a working day. I placed my order on Sunday morning as I had an event on the Monday, no delivery turned up, this is the 2nd time this happened. Previously I was told I did not select free next delivery option even though my account stated VIP it automaticallydefalts to standard delivery. I sent a complaint stating I should be at least refunded back the VIP as a goodwill gesture and this was completely ignored and not addressed. I was told to contact them back if my order is not received within 48hrs. Whilst I love their clothes the customer service is not great and I would not recommend purchasing the VIP if you want next day delivery.
April 17, 2023
Unprompted review
Reply from MISSPAP
Hi Michelle
Thanks for your reply.
I have checked the tracking for the order and can see it has been dispatched and is on its way but the order has run into a slight delay at the Royal Mail depot in Home Counties North.
We are aware of the issue and are working with the couriers to ensure this is delivered to you as soon as possible.
I do apologize for this delay, but please can you allow the courier a further 24-48 hours to get this parcel to you and keep an eye on your tracking for further updates on an expected delivery time.
Although delays with our couriers are rare, when a delay does happen, due to the volume of parcels our couriers handle, they ask to allow time to sort this out and have the parcel delivered.
Although I'm unable to refund the VIP subsription as it is now active on the account, what I have done instead is I've sent you a £10 gift voucher to cover the price paid for VIP and this will hit your emails within the next 24 hours so be sure to keep an eye on those for now.
VIP delivery offers free delivery for most of our delivery options (Next Day Delivery/Standard Delivery as well as Next Day Collection/Standard Collection) which means you wouldn't have to pay for the delivery charge on your orders for a full year.
I understand that this order is running a little later than usual, but in contrast to the many benefits that VIP delivery offers for a one off payments of £9.99, it’s still very much worth it.
Thanks again for your patience with this Michelle and I hope you love the items when they arrive, take care for now. - Jack
__________________________________________________________________________
Good afternoon Michelle,
Thank you for taking the time to leave your review, we do appreciate your feedback as we're always looking for ways in which we can improve our services.
I am sorry to hear of the delay with your order, I will be more than happy to assist you with your query, so that we can look into this for you please respond to my request via Trust Pilot we will be in touch.
Thank you
Fiona
Over The Knee Boots Faulty
Black Over The Knee Pocket Detail Boots. Beware, I purchased them in November 2022. I only had the guts to wear them for the first time in March 2023 because they are sky high. I wore them to a bar and within the first 30mins i could feel something was wrong. The boot heels felt like they was dramatically tilted on the outer edge angles of my feet. For the 4 hours i was in the boots i looked good but i was petrified i was going to topple over on front of everyone as i was hobbling. The next day i took the boots to a cobbler to try and redo the heel. The cobbler explained in detail that the heel was faulty and just badly constructed. They wouldnt touch the boots at all. I contacted Misspap to try and get a return based on faultiness. I was in contact with Patricia F. I was prevented from sending through image evidence to the customer service email and then i was basically ghosted by misspap staff. Lol! It was fine though. I took the boots to a second cobbler to try and get the boot heel improved. That cobbler told me exactly the same thing as the first one. Now i have just put the decievingly beautiful boots in the bin. I could of course take Misspap down the credit card purchase dispute route but i cant be bothered. Instead i will accept that im being punished for being yet another stupid female buying cheap nonsense from a trashy fast clothes website.
March 11, 2023
Unprompted review
Reply from MISSPAP
Hi there, thank you for taking time to leave a review and I'm sorry to hear that your boots had become faulty.
All items we provide come with a six month faulty item guarantee, so as you have advised that the boots were purchased in November, then we can certainly still look into this with you but as is the process with faulty items, we do require a photo to show the issue.
I've gone ahead and sent a private message to you now so if you could reply to this with your order number and email address, I'll then send an email to you, and in reply, we just need a photo of the faulty heel on the boot.
From there, we can then look into the best way to get this resolved for you.
Looking forward to your reply, speak soon! - Jack
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