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Complaint Details
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Initial Complaint
01/10/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
I made an online purchase at Guess. I informed myself of the return policy prior to purchasing. I now need to return the item. I received a shipping label from a company called ***. I have never heard of *** and they only have 1 drop off location in ********. Not only did I have to pay Guess $11.00 to ship back but I have to drive almost an hour to drop it off at GLS. You cannot treat customers this way and cause major inconvenience. The chat support was very rude and **** told me I have no other options and have a nice day.Either have GLS come pick up the return at my home, or refund me the amount that it will cost for me to bring to another courier.Business response
01/22/2025
Hi Ester,
We are sorry to hear your experience was less than perfect, We have issued a refund that was posted 1/14/2025 (Processing ID ***************** and we have waived the shipping fee for your experience. We have sent your feedback about our carrier to the correct department for review. We have also reviews your chat experience and provided feedback to ensure a seamless experience in the future.
If you have any further questions or concerns please reach out using reference number 00955979.
Thank you and have a great day!
Initial Complaint
01/08/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dec 28, 2024 $47.69 Order was returned to sender with out any notice. Called to find out why and I was told they could issue a refund but it would be sent to a **** gift card that I was unable to reload on because after the purchase it was discarded. I have no way of getting that money back. They then offered a store credit but refused any store discounts as the item is on longer on sale for that price. I told them I no longer wanted to work with them because of this miscommunication and unwillingness to accommodate.Business response
01/09/2025
Hello,
We sincerely apologize for the negative experience you recently encountered, and we want to assure you that your feedback is of utmost importance to us. We are committed to resolving the issue and ensuring that you have a positive experience with our brand.
After review into order FUS01663537, unfortunately we do not have the footwear available in your size. However what we can offer is what you paid in the form of Guess Loyalty awards ($48.00) valid for ************************************************* finding another item you love!
Please let us know if you accept this resolution and we will add the awards ready for your use at any time!
Thank you,
Guess Customer Care
Initial Complaint
01/07/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order on their website for two cardigans that was 70% off. I thought it was a good deal, like one of those after the holiday sale. Well within a few hours my order was promptly canceled with no explanation. I noticed the sweaters were still online in stock, but the sale price was removed. I called the number and the *** told me that Guess mistakenly put the cardigans for sale online. Well most companies would honor the price since I had already bought it, but not greedy guess. they did not honor the sale price that THEY put online and the *** tried to do it, but must have been told by a manager not to do it. I an not surprised that this brand is going down with practices like this. I mean how unprofessional, to not honor something you put on your website. I will not be shopping here anymore.Business response
01/08/2025
Hello,
We apologize for the Cancellation of your order, Kindly note the terms and conditions of our site are as follows:
************************ may make changes to the information contained in this Internet site, or to the services described and contained therein at any time and without notice. ************************ may from time to time change the rules that govern your use of this Internet site. Your use of this Internet site following any such change constitutes your agreement to follow and be bound by the rules as changed. ************************ may change, move or delete portions of, or may add to this site from time to time.
As we understand your frustrations when technical issues happen, We would like to assist you in finding something else that you love! We would like to offer you an appeasement of $50 added to your loyalty account Valid for 60 days for your frustrations and negative experience. These awards are readily available for you to use at your earliest convenience.If you have any further questions or concerns please feel free to contact us using the reference number 00953396 and we will gladly assist you further.
Thank you for choosing Guess!
Best,
Guess ************* Management
Customer response
01/11/2025
Complaint: 22781149
I am rejecting this response because:
Sincerely,
I ******Customer response
01/14/2025
I simply believe that Guess should stand by their mistake and honor the price they had on their website. They sent me the fine prints that im sure is somewhere on the site but they know good and well, no one is reading the fine prints when you go online to shop for clothes. The only thing you look for is whether or not your item is returnable. Im not satisfied and i know they absolutely do not care, and thats ok. Im just someone that was loyal to the brand and now they have left a forever bad taste in my mouth. I know nothing else can be done and that's ok.
Initial Complaint
12/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have 4, $50 gift cards Im trying to use on their website. Its only allowing me to use 3. If I can only use 3, then I dont qualify for their sales they have with 45% off nor do I qualify for free shipping so my order would be way more. How is this fair? I tried to contact them via chat for over an hour and they kept closing the chat on me over and over again for almost an hour. I just want to be able to place my $200 order w the discounts and the free shippingBusiness response
12/23/2024
Hello *******,
We are sorry your experience was less than perfect and would be happy to assist.
We have reached out on December 11th 2024 with a resolution with reference number 00924145. Please respond if that resolution suits your needs and we will happily move forward!
Thank you,
Guess ************* Management
Initial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed two separate orders within a period of a few days with this company. One of the orders was for a pair of shoes in a size 9. When I received the shoes, I was surprised to find out that they sent me the wrong size In a size 8 and I also noticed that the bottom of the shoes were dirty. The shoes didnt appear worn, the bottom was just dirty. The package had a note from the employee who packed it, but clearly they didnt do enough quality control to make sure that they packed the correct size and that they didnt send me shoes that were dirty on the bottom. I contacted customer support to advise them of the issue and also advise them that the shoes were dirty. They said they would notate my account. I share the above story because it is tied in with the main issue here because the second order that arrived just a day or two later, contained two pairs of shoes and one dress. Once again, I was surprised to find that the bottom of the shoes were dirty. I figured they couldve at least wiped the bottom of the shoes before sending it to me. But I also thought that maybe it was sent from a store and typically shoes that have been tried on in store Appear that way. Once again, the shoes did not appear worn. The bottom of the Shoes were just dirty. I called into customer support to notify them and then pack the shoes to have them shipped ******* my surprise, ************ is Now refusing to refund me for one of the shoes Because the bottom of the shoes are dirty. I sent the shoes back to them in the same condition that I received them and notified them of this issue. Again, two separate packages, two different shoes, and both shoes were dirty. So clearly theres an issue at the warehouse where the employees are not performing the proper quality control and then are blaming customers for issues or defects with the items. This is fraud. This is a scam. Again, the shoes were sent to them in the same condition that I received them.Business response
10/28/2024
Hello,
The customer has called in and received refund assistance via reference number 00883288.
Thank you!
GUESS Management
Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a pair of Guess shoes last year at the end of the summer season. The color of the shoes are yellow so naturally I did not/ could not wear them. Last week I proceeded to put my shoes on for the first time & the strap broke!I went on Guess website, loaded the information & tried to get a resolution to a pair of shoes that are still new & unworn but to no avail.I was told first to get the info. on the shoes so I went back to ****** & collected the info. as I was asked to. Now, I am told I can not be helped & to go back to ******!This is absurd! Whether I go back to ****** or not the shoes are made & come from Guess!All I want is another pair of the same shoes or my shoes fixed! Now, if they can't find me any or fix them I do want my money back.Business response
08/05/2024
Hello,
The complaint has been addressed via email, Using reference number 00840698.
If you have any further questions, please respond to the email.
Thank you,
Guess Management
Initial Complaint
07/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I suddenly began getting spam email from something called "Guess". I have never bought anything by them or from them. I placed each unopened email in spam. But emails kept coming, several sometimes more than once per day, every day, so I finally opened one to find the unsubscribe button. When I clicked that it took me to a website that made me confirm the email and click to unsubscribe -- again. (I hate that because it allows them to track that I opened their mail.) Immediately following unsubscribing I received a "thank you for continuing Guess membership" email. So I tried to unsubscribe again, being very careful not to accidentally hit any 'opt back in' buttons. And again I received a "thank for continuing Guess membership" email. Then on the unsub page I saw that to get off the membership email list I had to call, so I called the number and gave them the email address and they said they could not unsubscribe me unless I gave them my physical address and phone number to match to my account. No way, that's phishing BECAUSE I DO NOT HAVE AN ACCOUNT with **********************. I don't even know what the company does or sells, all I know is they buy peoples email addresses and spam them and phish for more info when they try to unsubscribe because their emails cannot be blocked (I tried). Their contact is at ************************************************************ The email address they harass me at is ********************Business response
09/20/2024
Hello,
******** has been assisted via reference number 00832493, please close the case as the customer has been unsubscribed to all Email communications.
Thank you,
Guess Customer Care
Initial Complaint
06/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
MAY, 2024.I ORDERED AND RETURNED 14 ORDERS. I REQUESTED RETURN AUTHORIZATION SOME OF . THAT I GOT THE RETURN AUTHORIZATION FROM. WHEN I GOT MY REFUND BACK I NOTICED IT WAS TOO LITTLE RETURN BACK SO I MADE A LIST AND I NOTICED RETURN AMOUNT WAS TOO LITTLE FOR THOSE ORDERS. ESTIMATED REFUND FOR $ ****** THAT I SENT IN THE **** ALL THE ***** WITH THE RETURN AUTHORIZATION COPY. ORDER NUMBER GUS01288856 WHEN I CALLED TODAY, CS MAN SAID FIRST THAT IT IS NOT RETURNABLE AND I HAVE THE RETURN AUTHORIZATION. AND I SENT IT BECAUSE THEY GAVE ME THE AUTHORIZATION. THEN HE SAID IT WAS NOT IN THE PACKAGE THAT I SENT. THAT IS A LIE. I SENT THEM BACK AND THEY ARE KEEPING MY MONEY! THERE IS ALSO ANOTHER ORDER, GUS01277911 THAT I SENT BACK THAT THEY SAID I DID NOT HAVE AN AUTHORIZATION CODE. I KNOW I DID SO I SENT THOSE *****. I THAT ORDER, I AM OUT OF $ ***** IT IS NOT FAIR THAT THEY HAVE A LOT OF MY RETURNS THAT ARE BRAND NEW THAT I NEVER TRIED IT ON AND THEY ARE NOT GIVING MY MONEY BACK NOR DID THEY SEND IT BACK TO ME, AND FOR THOSE TW ORDERS I AM ALSO AT A LOSS BECAUSE FOR THE EARRINGS THEY SAID THEY WERE NOT THERE WHEN THEY WERE AND THE ***** THEY SAID THERE WAS NO AUTHORIZATION CODE. THEY GAVE ME A LAME EXCUSE ON THE SECOND CALL ABOUT NOT TAKING EARRINGS BACK BECAUSE THEY WERE GIVING SOME CHEAP FREE BAGS. THAT IS NOT WHY I ORDERED. THOSE BAGS WERE THE ORDERS THAT I RECEIVED AUTHORIZATION CODES WITH THE EARRINGS AFTER I SENT THEM BACK THEY DID NOT EVEN RETURN THOSE EARRINGS BACK TO ME SO I AM AT A HUGE LOSS! I WANT MY REFUND BACK AND THE ***** THAT THEY SAID I DID NOT HAVE AUTHORIZATION TO RETURN THE LEAST THEY SHOULD DO IS SEND IT BACK TO ME BECAUSE I AM SHORT A LOT OF MONEY SPENT ON GUESS.COM AND DID NOT GET MY REFUND AND ON TOP OF THAT THEY ARE SAYING SOME OF THE ***** WERE NOT IN THE **** WHICH IS OBVIOUSLY NOT TRUE! THAT MEANS THAT THEY HAVE WORKERS AT THE WAREHOUSE THAT ARE STEALING PEOPLES RETURNS AND THEN SAYING THAT CUSTOMERS DID NOT INCLUDE THE *****!Business response
06/26/2024
Hello *********,
Thank you for choosing Guess! We are sorry to hear about your experience with a few of your returns and would be happy to assist you with a resolution that best suits your needs.
We have sent you an email using reference number 00825702, if you have any further questions or concerns respond to the email and we would be happy to assist.
Thank you, *********, we look forward to hearing from you and have a great day!
Kind regards,
Guess Management
Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Order date : Mar 15th 2024 Order shipped : Mar 16th 2024 Amount charged on : Mar 17th 2024 Amount paid : $165.19 After ordering the item on Mar 15th, I kept on waiting for the email confirmation for order pickup. I never received any email. Initially, I thought there was a delay and kept waiting.I called the Guess customer service early June. I was told that the item has already been picked up and if I return the item, I will get the refund. I had not picked up the item and was very confused with this whole situation.I went to the *** store where I was supposed to pick up the order. Initially I was told the order was not there. But after looking and re-looking, order was found & I picked it up.I went to the Guess store to return the item and I was told that it was past the return date and I should call the customer ************** should send me a return label to return the item.I called the Guess customer service and they refused to listen that there was no email communication about the order and I did not know if it was ready for pick up. They said it was *** Store's responsibility to send me that email.Now, I am stuck with the item. I told them to check when the item was picked up but they do not want to talk or listen.Pl. help me get the refund.thanks,******Business response
07/02/2024
Hello ******,
We have issued a return label for your purchase GUS01245412 and sent you an email with instructions on how to return your item, once we have received your item at the distribution center, we will assist in refunding your order.
If you have any further questions, please reach out to ************** and use reference number 00802586
Thank you for choosing Guess, Have a great day!
Thank you,
Guess Management
Initial Complaint
04/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a dress as a wedding gift for a dear friend and arranged for it to be picked up by her at a *** station. When *** called to notify me that it was ready, they mentioned that I needed a release code. Despite being informed by Guess customer service via phone and chat that no code was required, *** refused to accept the invoice number as proof. I reached out again and a representative named ****, ID 4448, attempted to assist me but kept placing me on hold repeatedly for 40 minutes. Eventually, he stated that there was nothing he could do and promised to call me back. However, I never received a callback from him or a supervisor. Consequently, I am unable to access the package. Why did you deceive me by claiming there was a release code when there wasn't? Now I need to return this package.Business response
04/24/2024
Hello *******,
We are sorry you had issues at your local *** to pick up your Guess Order.
We have issued a refund back to your credit card ending in 6948 ($72.14) on 4/22/2024. You will see your refund within 3-5 business days reflect back onto your credit card.
Kindly note that future orders that are to be picked up must have the name of the person picking up added to the order, Guess does not have a release number as this is not a process we have in place, and this comes from *** corporate. We have provided this information to *** customer care for their training and development when it comes to in store pick up orders.
Thank you for choosing Guess ******* have a good day!
Guess ************* Supervisor
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Customer Complaints Summary
38 total complaints in the last 3 years.
14 complaints closed in the last 12 months.
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