ComplaintsforGuess?, Inc.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought two items from ******* locates in ******************** on My 27th 2023. The total price is $354.71. Both of them are exchangeable within 30 days of purchase.I was not satisfied with one item of them and went to the store this morning with that dress. I was initially intended to replace that dress with another one. They rejected my exchange request with terrible attitude and service since I shouldnt wear it before returning it, even though I explained to them I only wear it for less than 30 mins this morning. Plus , the dress is in perfect condition without any problem.I felt I wasnt treated with respect and this was the worst customer service and shopping experience Ive ever had.

  Business response

  06/22/2023

  Hello, 

  Thank you for reaching out, we appreciate your feedback and would be happy to assist! 

  We have sent an email using reference number 00605364 to best assist you with a resolution for your refund. 

  We look forward to your response. 

  Thank you,

  Management 

   

• Initial Complaint

  06/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  October 29/22, ordered summer clothing on sale, which included a pair of shorts. Ordered size 34. Clothing arrived. I removed tags and put them away. Unfortunately didn't try them on upon arrival, as it was November, and the items were for next summer. May 2023, pulled out shorts to wear, and they were too big, like WAY too big. Had to put on a belt. After wearing for one day, I washed them, thinking they would probably shrink and maybe be OK. No such luck.I measured them, and they are not a 34, they are closer to 37, as you can see in the pictures. Tag says 34.I contacted them, including pics, explained the above, and asked to exchange for a pair of 34s, like I had ordered. Received what looked like a form letter, saying they would " accept unworn, unwashed or defective merchandise with tags still attached for up to 30 days after the shipment."I wrote back, explaining that based on the info I had already given them, they were well aware the items had been washed and worn once, and that their form letter didn't address the issue, that being what I received wasn't what I had ordered. I asked that they again review the information and exchange the item. If I had done something wrong, I can see them not being willing to help, but this was their mistake, not mine.Just got another email back, again stating 30 day unworn, unwashed policy, also adding after 6 months, they couldn't do a return or exchange. They did send a coupon code, offering 15% off and free shipping off my next order (which is what they offer anyone who joins their "list"). But only if I order within 30 days.First time dealing with Guess, happy with quality, but bitterly disappointed with customer service. This is a clear case of misrepresentation. They did not send what I ordered. Now I am stuck with a product that is useless to me. Also, there was no documentation that said problems must be sorted in 30 days when the items arrived. So if you deal with Guess, try items on immediately.

  Business response

  06/13/2023

  Hello ****, 

  We are sorry to hear about your most recent experience with ******** care, We would be happy to assist you find the best resolution available to you. 

  As the age of your purchase is not with six months we systematically cannot refund back to your original method of payment and do not offer exchanges that are outside of our 30 day policy, we however can assist you with a refund of $35.00 in the form of an electronic gift card that would be sent to your email on file.

  If you would like to move forward with this resolution we can reach out via Reference ******** to your email on file with details. 

  Thank you,

  Management 

  Customer response

  06/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They have reached out and offered to send me a credit of $35.

  I sincerely appreciate the fact that they recognized what happened was unacceptable, and made it right. I only wish it could have been sorted out without having to contact the BBB. As it was my first purchase from them I was not aware of their policies. I do think if they have a 30 day time limit, they should include something with the items when sent that clearly states that...if they had, I would have been sure to check the items before storing them.

  I also appreciate the timely manner in which they dealt with it.

  Thank you both, BBB and Guess.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  You company seriously disgusts me. Ill explain the situation and I hope you can help me. I purchased online order GCA00401009 on behalf of someone. I am a busy working person and was not home when it was supposedly delivered so I called your customer service and was told that I can place a replacement order. I was also told it had to be of the same value as the original order at the minimum so I did place it. Now I am being told that because of this, I will not be able to do a return even if I change my mind. I am very UPSET. I cannot stress this enough. In the first place, why didnt GUESS request a signature to ensure it is received by me? I would like to be able to return if exchange the order if I need to. Why isnt my order being treated like every other customers? Is GUESS really punishing me because a delivery issue occurred? Am I the courier? I dont believe GUESS did enough to ensure it went into my hands only. The replacement order is GCA00402400. I honestly regret doing business with your company. Its a disgusting way to treat your customers and I will not do any business with you guys in the future if I will not be treated like a normal customer. My money on the new order is as valid as any customers normal order. I would like to be treated in this way. I plan to let consumers know of this through CTVs ***************** show and other news channels which alert customers of the practices which dont seem fair. I hope either you will help me or forward this to the appropriate person who can assist. I do not appreciate being treated like a second class customer

  Business response

  06/01/2023

  Hello *****, 

  We are sorry to hear you had a negative experience, We will do our best to assist you. 

  Our records indicate your initial order GCA00401009 was successfully delivered  May 29 at 10:27 am by ************ we offered you a replacement to honor the same pricing as the missing order. As a one time courtesy we will honor a refund back to the original method of payment for your replacement order.

  Thank you for being a loyal Guess Customer *****! 

   

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've ordered a handful of purses from Guess.com and have had many problems. I had an agent tell me they'd process a return as a "one time courtesy", but that it could "look bad" to the warehouse that I was attempting to return so many items with damage. The items arrived with damage straight from the warehouse - I never used them, and I even sent pictures immediately after receiving them to Guess customer service's email for help; but they didn't respond to me for weeks, which is why I had to call them. I had to call FOUR TIMES to follow up with Guess for the remainder of my refund - each time the agent promised to call me back and they never did. When I asked to speak to a manager during the 4th call about my frustrations, I was forwarded to ****. **** not only cut me off in speaking but also became very defensive, saying that Guess had processed everything correctly and the agents did the best they could given the system's error. So let me get this straight: your response to a frustrated customer, who had to do YOUR job and follow up MULTIPLE TIMES in order to get the rest of their money (from December until February), is to tell the customer that the company did nothing wrong here? Rude, unprofessional, and ridiculous. Unless you enjoy jumping through lots of hoops, being accused by agents of using the defective products, and having to work hard to get your money back, I would suggest buying Guess products from 3rd parties like Amazon instead of directly from Guess - so that you're protected and have a hassle free refund/return process. I will never purchase from them again. I don't want anything from Guess in leaving this BBB complaint - I'm simply leaving it to warn other customers to steer clear of buying directly from the company. P.S. I'm not uploading any supporting documents - do your job and look at the customer file notes. I had to re-explain my situation to every single agent I spoke with, which was basically doing their job for them but no one paid me.

  Business response

  03/24/2023

  Hello, 

  We have resolved the refund inquiry, reference 00551559.

  If there are any further questions or concerns please feel free to reach out to Guess ************* **************

  Thank you. 

• Initial Complaint

  02/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today 02/09/2023 around 2:45PM I walked inside the Guess Store located inside Northridge fashion center ********************************************************* to return two merchandise that were purchased online and paid for by a gift card. The individual working returned my items, but did not give me a refund. She indicated the refund will go back on the gift card I paid with. I informed her that the card I paid with was a gift card after using it the balance was zero so I tossed in the trash, I no longer have access or possession of the gift card. She refused to give me my merchandise back, and she refused to give me store credit. I requested to have her name so I can contact customer service. She refused to give me her name. She was being very rude and disrespectful. She had absolutely no customer service skills whatsoever. she treated me with disrespect and wont give me her name, or my merchandise or the refund. I left the store without my merchandise and they did not refund me any money. She gave me a paper saying it will go back on a gift card that I no longer have. When I requested to have my merchandise back, she refused and she become very frustrated with me when I requested to speak to a manager or obtain her name. She was very disrespectful and rude. She treated me poorly and very badly. I took a picture of her since she refused to give me my money, store credit, her name or my merchandise. The amount of unprofessionalism and disrespect was outrageous. I truly believe in customer service, and this worker had zero customer service she was unhelpful, rude, disrespectful, loud and obnoxious. Disciplinary action needs to be taken against her immediately as well as training on customer service.

  Business response

  03/09/2023

  Hello Rawia, 

  We are sorry to hear your instore experience was less than perfect.

  We have reached out via email to assist you with your gift card refund.

  Your reference number is 00549057 if you have any further question or would like to call our ************* number for additional support. 

  We look forward to your response Rawia! 

  Thank you. 

• Initial Complaint

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a pair of Guess sunglasses on Nov. 1/22. I paid $122.04 for them. The arm broke unexpectedly on them and it's past the 30 day return policy and they won't take back a pair of broken sunglasses. I'm very disappointed that they broke as I am very careful with them and they were very expensive. The model number is*************************

  Business response

  01/20/2023

  Business Response /* (1000, 5, 2023/01/13) */ Hello ******, We have reached out via email to assist you with a resolution that best fits your needs. Thank you for being a loyal customer, We look forward to your response! Thank you. Consumer Response /* (2000, 7, 2023/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I returned some stuff to the store on November 18th and they issued for me a refund receipt. The refund is of total $436.15. The refund on the same receipt is splitted into two parts, I attached a screenshot of it. The first part with $309.6 and the second part with $******. This is my first time to see a refund receipt splitted in two parts with the total.I received the first amount on the receipt $309.60 but the ****** is not received. I reached out to the bank CIBC as I have ****** CIBC mastercard and they haven't received this transaction at all. They said they have no blockers on Guess and I already received other refunds I did after that date. They mention it's an issue with the store and they don't have any information about this missing transaction. I don't know how to get my money back. I've been going back and forth between the bank and guess customer service for 2 weeks to get my money back with no luck. Can you please help me to get the pending amount of ******? The bank said it's a store issue and Guess customer service is saying it's a bank issue. No one is helping to get my money back.

  Business response

  12/15/2022

  Hello ******,
  
  We apologize for any miscommunication, Your refund was issued November 18th 2022.
  
  The reference number to provide to your financial institution is VGWCKRVQX5XFX632.
  
  Thank you,
  
  Guess Customer Care
  See Attachment/File: Refund_Letter_Nesrin Abdelrasoul.pdf

  Customer response

  12/16/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I requested a dispute for the amount at ****** CIBC bank and it is still in progress. I will provide them with the information you provided here. If I didn't get the money back from the bank then I will reach out to you again. I appreciate the help.

• Initial Complaint

  12/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two items from the Guess Factory website. Order #***********. I ordered the ****************** for $53.99 and the**************** Organizer for $20.99 for a total of $67.56. When my shipment arrived I did not receive my items. I received two items that I did not order, along with the order details to two customers. I called to submit a return on November 22, 2022. I sent out a package to return the items that I received the next day. I still have no received my refund, which I believe is unacceptable. This company needs to be held accountable for their actions. Not only did I receive the wrong items, but I also received the information of other customers. This company does not respect your privacy or your personal information. Even when I received my email for the return the first email that they sent was addressed to the wrong name and had to be redone.

  Business response

  01/19/2023

  Business Response /* (1000, 8, 2022/12/28) */ Hello *******, We are so sorry to hear what has occurred and apologize for the inconveniences this has caused. We have issued you a full refund and have sent you an email with the details and time frames of your refund to reflect within your financial institution. We thank you for being a loyal member *******

• Initial Complaint

  09/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writting to complain about a negative experience that I had with an employee at the Guess Store located at ***********************************************************. I am regular customer at this store and Lorenai was very rude, disprespectful and judgemental upon me entering the store. I was dressed in my gym clothes and my gym bag but I wanted to do some shopping before my trip to *********. Upon entering the store, she greeted me in a very disrespectful manner and when I aksed to speak with her manager, she refused and refused to provide me with her information to file a complaint. I eventually spoke with the key holder, that apologized and gave me the employees name to file a complaint. ******* was very rude and disrespecful and as a customer I feel very disrepsected by her judgemental behavior.

  Business response

  09/27/2022

  Hello ******,
  
  We are sorry to hear about your negative store experience.
  
  We have escalated your experience to the district manager and they will be reaching out.
  
  Thank you for being a loyal Guess customer and thank you for Choosing **********************.

  Customer response

  09/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Per your response, I will await the call from the district manager my cell number is ************

  Business response

  03/10/2023

  Hello, 

  The customer has been assisted via reference number 00407427

  Please feel free to reach out with any questions or concerns at **************

  Thank you. 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  September 12, 2022I return a dress I brough from Guess on September 2, 2022. I was given a label to return it to *** store. I called on September 7 and was told they had receive my Return but it has to go back to the warehouse before I refund can be issued. And that would take ten more days. I explained to the customer service person that I wanted to buy another item and it should not take two weeks to get a return when you have receipt that the item has been retuned to you. I will never buy another item from Guess because it takes to long to get a Refund. It is September 12 and I still do not have my Refund. I want my Refund of $56.39 since they charge me $6.95 for the return label.

  Business response

  09/28/2022

  Consumer Response /* (2000, 10, 2022/09/27) */ September 27, 2022 I finally got my refund from Guess on September 19,2022 after almost three weeks. I will never order from Guess company again. The Only reason I got my refund is because I filed a complaint with the *** on them. Consumer Response /* (2000, 14, 2022/09/27) */ September 27,2022 I did receive my refund after almost three weeks from Guess. I will not order from them again.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩