ComplaintsforGuess?, Inc.

• 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.

• Initial Complaint

  08/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order Number: ************* Cashier (for both purchase and return): ****** Register: ************* On May 12th, 2022 I purchased the ** SS ERYNN DR**S (*************) for $128.00 using my credit card in store. The dress was purchased in the ****************. I returned the dress in the same store on May 28th, 2022. I was asked to insert my card into the chip reader. Upon doing this, the cashier appeared to struggle with the register and took over 10 minutes to process my return. She then told me the money should go back to my account within a few days and to keep the receipt just in case. I waited a while for the return but never got the money back. I returned to the store on July 30th asking for them to give me my money back. I was told to call the customer service line. On August 3rd, I called customer service and was told that my return receipt was a receipt for a cash return, so they could not give me my money back. I called the manager of the store and she also refused to give me my money back, stating that she tried to check the cameras to confirm I did not leave the store with cash, but they did not have footage from two months back. She also stated that the register would have reflected an overage of $128.00 if I did not get any money back. This is false, as I did not leave the store with cash and expected the money to be returned in the original form of payment (credit card). Their return policy states: "Refunds for returns of full price merchandise will be issued in the method of original payment." Over the phone, I requested that the manager speak to the employee who processed my return to confirm that she issued me an incorrect receipt reflecting cash return. She promised she would check with the employee and call me back, but never called. This store has been extremely unprofessional, irresponsible and blatantly lied about giving me cash back. I have attached both the original purchase and return receipt for reference.

  Business response

  08/25/2022

  Contact Name and ******************** Supervisor
  Contact Phone: ***********
  Hello ******,
  
  We have sent you a email resolve your complaint.
  
  We look forward to your response ******.
  
  Thank you for choosing Guess?

  Customer response

  09/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business sent me this email and noted that I would be contacted by the District Manager within 48 business hours. No one has contacted me regarding this. They also said they would see if the camera footage can be reviewed, but I already stated that they told me it was not available.
  See Attachment/File: Stores - ********.eml

  Business response

  03/09/2023

  Hello, 

  The customer has been assisted by the store District Manager

  The customer reference number is ******** if any further questions are needed. 

  Thank you. 

   

• Initial Complaint

  08/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased $165.61 from store #**** on 04/30/22, ticket#*****. There was a t-shirt which I hadn't wore because I bought it for an upcoming trip in July. Fast forward to the day I started to pack for the trip, I was devastated to see a hole on the back of the t-shirt. Since It is unworn and was still in the bag with my receipt in it I thought that I can simply go back to the store and exchange it for a non-damaged one. Sadly, I was not able to go back to the store until after I came back from my trip. So once in the store on 07/30 and explained the situation to a salesperson and showed her the hole on the back of the t shirt she responded that the hole was probably made by the insertion of the security tag and that whoever put it in that spot damaged it since they would typically be placed on the collard area. I then asked her if I could exchange it, she looked at the receipt and told me that it was past the return exchanged window and she would need her manager's approval and if Oked, the new item would have to be the same price of the item which was $49.00. She then went to talk to her manager and I proceeded to look for the same t-shirt but I was not able to find it in the store. So while browsing more the salesperson approached me and says that the t-shirt I am returning smelled of laundry, I remind her that its unworn & unwashed. She replies that it was probably my deodorant and that it sometimes stays with the clothes people try on and her manager's approval still pending. So a few min. later she says we are ok to exchange. So then I asked if ok to select an item few dollars more expensive we were told k just pay the difference. However at checkout I was informed that because the T-shirt was now on sale our credit was $17 and not the $49 ($52.19 with tax) we had originally paid for the damaged item. We declined the exchange, utter waste of 1 hour. I'm disappointed; Guess sold me a damaged product and refuses a fair exchange, at this point I just want a Refund.

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/08/08) */ Hello ****** We have sent you an email in regard to your complaint. We look forward to your response ****** Thank you for choosing Guess.

• Initial Complaint

  06/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a watch and received it faulty out of the box. One of the dials literally cannot properly perform it's function at all. I emailed their customer support and was directed to an at my cost repair option and then not replied to further when i expressed that it should be a warranty repair, replacement, or refund.Ordered the watch 11Mar2022, delivered on 15Mar2022, contacted their customer support on ********* via *************************************** received reply on 22Mar2022 asking for my location to direct me to correct distributor, i replied same day, received reply on 24Mar2022 with a link to their repair request site, i followed the link and filled out the form and was received an automated email that indicated it would be a repair at my cost, aggravated and getting ready for a surgery i was unable to immediately respond to this, after i recovered i again emailed them on 30Apr2022 expressing my expectation for a warranty repair, replacement, or refund instead of a repair that i had to pay for. I have received no response. I forwarded the entire email chain to ***************************************** on 16May2022 seeking assistance possible and have received no reply. My expectation for a no cost repair, replacement, or refund seems fair and appropriate since it didn't properly work out of the box.

  Customer response

  08/23/2022

  Still no contact by company. I have been left with a faulty product and no recourse but to eat the cost of what I paid. I don't see the complaint listed visible on the BBB site to ensure people understand the poor business practice of this company.

  Business response

  03/03/2023

  Hello *******,

  We are truly sorry to hear what has happened with your watch purchase!

  We unfortunately do not run this website and it is considered a third party seller, We cannot assist with a refund or appeasement for your inquiry. 

  Please reach out directly to ******************** to help assist you with your refund request. Below you will find the sequel contact information: 

  Sequel **********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  Customer Service: ****************************

  
  Sequel ******
  240 *************, Unit 1A
  ******* ** L3R5M1
  Customer Service: *****************************

   

  Thank you for choosing GUESS Matthew 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order number: *********** I ordered two pairs of shoes from Guess Factory and one of the pairs of shoes arrived completely damage, with ink stains and dirt all over them. I emailed guess about this and sent them as many pictures as their website would allow in one of the listed acceptable formats and told them I expected a refund for that pair of shoes. I was emailed back by ****, saying that they weren't able to view my pictures but would send me a return label... So they send me disgusting, damaged shoes and if I want my money back, I'm going to have to PAY for a new bag to ship them in (yes, guess factory throws shoes in a plastic bag and ships them this way) and use my GAS to drive down to USPS, then wait to see if they even actually arrive back at guess in order to be refunded? No way! That is not how you treat loyal customers or any consumer - you sent me a damaged item, you are 100% in the wrong in this instance and I am owed my money back for the grotesque item you sent me.

  Business response

  06/09/2022

  Business Response /* (1000, 8, 2022/06/08) */ Contact Name and Title: Customer Care Supervisor Contact Phone: ************** Good Morning ********, We are sorry to hear about the state of your order, I can assure you we will review your order being packed to guarantee the standard in which we as a company uphold. We will be reaching out with a suitable resolution to your experience, and thank you for being a loyal customer ********. Thank you for choosing Guess. Consumer Response /* (2000, 10, 2022/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Guess contacted me and issued me a refund, which was all I asked for and I do appreciate that... Not super fond of the way it was worded - "as a one time courtesy"... I think Guess needs to actually accept responsibility for sending out disgusting, dirty, damaged merchandise and quit acting like I was being unreasonable expecting to get my money back for it without having to pay additional money out of my pocket.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  During my vacation I went shopping that was not a pleasant experience. From the store entrance to the final sale. The store had a sale, I made a large purchase and my sister made a purchase as well. The first problem is I was not giving any of the sales prices. Then I look at my receipt emp ID ****** has her number on my receipt as if she helped me and no one helped me at all. Ticket***************** time 4:35pm

  Business response

  04/27/2022

  Business Response /* (1000, 13, 2022/04/08) */ Contact Name and Title: Customer Care Supervisor Contact Phone: XXXXXXXXXXX Good Morning ********, We are sorry to hear you experienced an issue at checkout with sale pricing. We would be more than happy to assist you, we just need a few key pieces of information. Please emails **************** with a photo of your receipt and we will assist you as best we can. Thank you for choosing Guess ********, We look forward to your response.

• Initial Complaint

  02/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am disabled and collect ssi I am on a set income. I recently was able to buy clothes from Guess Inc. I spent $**** dollars at Guess.com all within 2 weeks I bought myself some athletic gear. I made 5 orders in a month all totaling a $**** . I asked ****** when I made the first purchase how long is the return window. ****** stated it was thirty days. After I placed the first order I realized they didn't send me all I ordered. I had outfits that were tops and bottoms ordered but they only sent one of the outfit articles say the top and they didn't send the bottoms of the outfit and canceled the other so I didn't get what I wanted. I was very nice to Guess and explained that I didn't get what I wanted. I had to do returns because Guess didn't send what I ordered. This is so annoying because I have to get a ride from family to go a hour out of the way to ************ to the guess outlet. I ordered more clothes because some of my items went on sale I bought in the first order. So I bought more of the same outfits s as the first time only this time it was 40% off . I paid full price for the same thing only 6 days ago and now it's %40 percent off. I was thinking I can get the money from them when I get all my items in the mail and when I can make a decision to return any thing that I had to within the 30 days. So I waited until after the last delivery and before the 30 days to call them back. I call them within the 30 days to ask for a price match and a refund of the 40% of All items that are cheaper now. They tell me it's 14 days to get a price match. I can still return my items it's within the 30 days get a refund and purchase at %40 off At the store. ****** tells me it's 14 days to price match so they refused me that request. I can still return everything and purchase at sale price but they will not give me my %40 price adjustment over the phone. I'm disappointed in the Guess Inc company and want to be compensated for the trouble of being overcharged 40%

  Business response

  04/06/2022

  Business Response /* (1000, 8, 2022/03/18) */ Contact Name and Title: Customer Care Supervisor Contact Phone: *********** Hello *****, Thank you for bringing this to our attention. We see that you have been assisted as of 3/17/22. We would also like to add an additional $20 award to your loyalty account valid for the next 60 days as an additional appeasement. We thank you for your continued support and being a loyal customer since 2018.

• Initial Complaint

  01/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned an item for a refund. Amt $55.99. Tracking states they have had it back for weeks. I want my refund! Guess order #*********** ordered 12/28/2021. Returned on 1/2/2022 via USPS *************************** Guess got this back 1/7/2022. Copies of tracking attchd. I WANT MY REFUND. Please help me!

  Business response

  03/15/2022

  Business Response /* (1000, 8, 2022/03/02) */ Contact Name and Title: Customer Care Supervisor Contact Phone**************** Hello *****, We sincerely apologize for the inconvenience and longer than usual wait time for your return. I have looked into your order and issued a full refund which includes the shipping fee, which you will see within 3-5 business days back to your original form of payment. If you have any further questions you may contact us via our customer care phone number 1************7 Thank you for choosing Guess?

• Initial Complaint

  12/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just received, in the mail, two new purses I ordered online from Guess. When opening the box the first purse was wrapped and had protective pieces over the metal and the straps. The next purse, the one that is damaged, was not wrapped and had no protective covers on any of the metal or straps. The metal is scratched terribly and there is a stain on it. I am a first time buyer so it's not a very good first experience to pay for a brand new purse and get a damaged and stained one. I went to the website to return it and the only option is for me to return it by mail. (The closest guess store to me is in ******* almost two hours away). I noticed however they charge 7 and a dollar and something in tax to ship a label to me to be able to return my purchase. So I bought an item that was damaged and ruined and have to be charged to return it? That doesn't even make sense. I will definitely no longer be shopping here.

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2022/01/05) */ Good Afternoon *****, We are sorry to hear that you received damaged merchandise and that your experience was less than satisfactory. Please call Customer Care at ************** and they will advise you on how to return your damaged merchandise free of charge as well as assist you in ordering a replacement handbag. Best, Guess Customer Care

• Initial Complaint

  11/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order from guess. When I received the order I decided not to keep any of the items. I returned all of the items back to guess. They received my items on November 2nd. We are now in mid-November and they still have not refunded me. They sent me confirmation that a refund had been issued but nothing appeared on my credit card. After almost 5 business days I contacted them via Twitter and they said they cannot issue the refund due to my credit card rejecting it (makes absolutely no sense). My credit card number has not changed nor did they ever contact me to let me know there were any issues. I requested a call back from a manager and have not heard back. At this point they have basically stolen almost $500.00 from me because they are not refunding me and I had returned their merchandise to them weeks ago. I have also confirmed with my banking institution that there are no issues. I want my money back as I am due the refund.

  Business response

  12/03/2021

  Business Response /* (1000, 9, 2021/12/02) */ Ms. ******* ****** Complaint has been resolved. This refund involved Returns via Canada Apple Pay which is experiencing longer wait time for a refund than typically offered. Consumer Response /* (2000, 11, 2021/12/02) */ Guess sent me a cheque for the amount owing. No further action is required.

*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. ↩