Customer service

A one-stop shop for customer enquires

Our aim at Misco is to provide first-class customer service via our dedicated and fully trained Customer Services team. Offering a professional and friendly service, our fully trained staff ensures we offer the highest level of service at all times in order to meet our customer's varied needs. Our newly formed Customer Services team is a one-stop shop so whether you're looking to place an order, make a return, change delivery details or resolve an issue; you can now do all this via the same agent and through the one department. Now that's worth shouting about!

Freefone Customer Service – that's right…it's free to call!

We're always looking at ways to improve our service offering and that's why we now offer a freefone hotline to our friendly Customer Services team. In addition, we also offer a comprehensive range of post sale functions providing you with extra confidence when purchasing from Misco.

The Customer Services team is a one-stop shop handling all customer enquires including:

• Replacement orders
• Order tracking and confirmation
• Sourcing of missing items
• Provision of warranty information
• Approval of return requests
• Arrangement of collections (where applicable)
• Resolution of payment disputes & overdue invoices
• BSI audited complaints procedure

Service levels we like to shout about!

We pride ourselves on our rapid response to calls received and ensure that we always respond to all email enquiries quickly and efficiently.

• The majority of calls are answered within 20 seconds
• Less than 3% of all calls received are abandoned
• All emails received are given a unique ID number so that customers can track their progress
• 95%+ of emails received are resolved within 48 hours

Contact details & opening times

When you need to contact us we're ready to take your call. We offer numerous contact channels that are open late into the evening and even at weekends.

Customer Service and Technical Support are open six days a week to offer comprehensive support to consumers.

You may also need to know...

Returns policy

Our Customer Services team is based at our Head Office in Wellingborough, but please ensure all returns are couriered to our Logistics Centre in Greenock. For further information on returning goods please visit our Returns Policy page.

Please note: Any returns received at our Head Office may be refused

Polite manner

Mistakes and late deliveries are extremely frustrating and whilst we make every effort to ensure you don't encounter problems, occasionally mistakes may happen. In order to help us resolve any issues as quickly as possible we ask customers to provide the following details where possible.

• Order number
• Brief details on what has happened
• Expectations with regards to a solution

Please maintain a polite calm manner at all times as your enquiry will become easier to resolve if communications remain courteous. Verbal abuse towards team members will not be tolerated, and in extreme circumstances calls may be terminated. Calls may be recorded for training purposes.

Complaints procedure

We take complaints seriously and our BSI audited complaints procedure confirms our commitment to our customers, offering peace of mind when you need it most. If you have a complaint please write to the following address or email complaints@misco.co.uk

The Complaints Department
Misco UK Limited
10-14 Darby Close
Park Farm South
Wellingborough
NN8 6XH

Our service level is 5-10 days depending on the complexity of the issue. We will ensure you receive a resolution in writing either via email or post.

Terms & Conditions – New & improved

We've recently updated our Terms & Conditions. Split by business and consumer, you can now also download a PDF version for your personal records. It's another great example of the steps we take to ensure our customers are fully knowledgeable when placing orders with Misco.

Help Centre

The Misco Help Centre features additional information & FAQ's for customers, helping to answer everything from payment and account queries to dispatch and delivery enquiries.

What our customers think...

Our customers like to shout about the excellent customer service they receive from Misco. Our testimonials section includes honest, up-to-date feedback from the people that matter – our customers.

Customer feedback

We pride ourselves on offering a first class customer service offering however if you feel we could improve or you simply want to voice your concern over a certain matter we're ready and waiting to help. We value customer feedback as it enables our business to maintain and continually improve its processes and procedures.

Customers can provide feedback in three ways:

• Email us - cs@misco.co.uk
• Freefone - 0800 294 4515
• Customer Feedback page

Or in writing - please see details below

Customer Services
Misco UK Limited
10-14 Darby Close
Park Farm South
Wellingborough
NN8 6XH

Cutting out fraud

Whilst many companies are experiencing a rise in online fraud, Misco are fighting to eliminate the problem. Customer protection is paramount and we continually review and update our procedures to deter and capture fraudulent orders. Our aim is to actively eliminate fraud so we make every attempt to inform the cardholder if we believe their card is being misused.

In fact, we've been nominated for 'Fraud Team of the Year' (Credit Today Awards 2010), a true testament to our continued commitment to actively eliminating fraudulent activity.

Additional information

Also available for your convenience are the following forms:

• Customer Service Enquiry Form – A quick and easy form to provide your contact details so that one of our Misco Customer Service representatives will be able to contact you regarding your enquiry.
• Our Return Policy – Please read the checklist of steps to see if your product can be returned.
• Request a Return Authorisation Number – In order to return a product you will need a Return Authorisation Number (RAN) first. You can request one here.

For further information on returning goods please visit our Returns Policy page.
Consumers have the right to cancel orders within 7 working days of the day after date of delivery of the goods.

Thank you for taking the time to read about the Misco Customer Services team. Please visit our contact us page for further information about other key departments at Misco.