ComplaintsforGuess?, Inc.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a gold watch band for my guess watch I had previously bought. Via phone call. I gave my credit card information and all things pertaining to the order. This was on October 25 of 2023. I received a billing statement 2 weeks later on my account that the transaction had been made. During this time period I have inquired about the watch band on several occasions, talked to different customer service representatives and they all assured me that the band was in the mail and should arrive shortly. They have my email address, street address, and phone number, and conformation number but they can't seem to send me a correspondence to any of them regarding a tracker number or an simple statement on paper verifying the package. I informed my bank of the transaction and they told me wait 2 weeks for the merchant to respond. It's now a week before Christmas and now they are telling me the post office had a mishap and sent the package back to headquarters, they also stated that my package will not be shipped out until after Christmas. I'm very disappointed with the service and I just want my watch band because it's one of a kind and no other band will fit it besides the manufactured one. I'm in need of assistance please.

  Business response

  01/02/2024

  Hello *****, 

  Thank you for contacting Guess! 

  We have reached out to assist you via email on file to help resolve you ordering concerns.

  Reference number 00727382 

  Thank you,

  Guess ************* Supervisor 

   

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an extremely poor experience and witnessed very unorthodox sale practices on 12/12/23 at the Guess located in ****************.Employee #1 unlocked the fitting room door, allowed me to enter with a jacket, bodysuit, and jeans.I asked my partner to hand me the same jacket in a different size, at which point an employee starts incessantly knocking on the fitting room door while I was changing telling me that there is a store policy (not displayed) which states no jackets in the fitting room. The employee keeps harassing me although I communicate that I cannot come out at the time. I tell Employee #1 that I wish to speak to a Manager about this behavior. It turns out the Manager was the person incessantly knocking on the door. During the dispute several issues arose.1) Employee #1 blatantly lied about the fact that she let me in with a jacket, stating a different version to her Manager in non-English language.2) When I point out that they can pull the security footage from the camera which points to the fitting rooms, Manager insists its a fake camera.3) The items are marked 30% and 60% off, which the Manager verified. When we were checking out she tried to charge me full price for both items. When I pointed it out, she took the 60% off one item. I had to point out that she did not take 30% off the other item, at which point she took 30 cents off the other instead of the 30% (~$15) and told me it was fixed. I was lucky to catch this while walking out! This is a very unorthodox sale practice since many customers who visit this location are tourists and if they do not check the total and receipts THREE TIMES, they would get scammed. I informed the Manager that she needs to fix this issue at which point she simply blamed the computer with no indication of doing anything about it for future customers.I also find it unacceptable that employees and managers can blatantly lie to customers and would like to know how Guess will address this situation.

  Business response

  12/13/2023

  ******************, 

  We have assisted your complaint to reach out to the District manager of the location shopped with reference number 00712700. You will be receiving contact within ***** business hours to resolve your inquiry. 

  Thank you

   

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 2023 my wife and I went to guess store at ******************* mall in ************* *******. She bought a leather jacket and I bought a shoes. We are a loyal guess customer and we frequently shop at that ********************** store. We never had a chance to wear what we bought until last month when we were invited to this party and we decided to try them out for the first time. To out surprise both the jacket and the shoes were peeling off and we were very disappointed as they never been out of out closet. We tired to call customer service and explain the situation but they werent very helpful and we are passed their return deadline. We also went to the store we shopped at and they werent helpful either. Were very disappointed at how low the leather quality is and we will never buy anything leather from guess anymore.

  Business response

  12/13/2023

  Hello ***,

  We have responded to your inquiry with an email sent to the email address you provided.

  We look forward to your response!

  Reference number 00712818

  Thank you,

  Guess ************* Management 

  Customer response

  12/27/2023

   
  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.
  
  Sincerely,
  
  **************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This transaction is from June 26th for the amount of $1,999.20. I have been calling countless times to get an update on my return. After spending several hours with customer service I get told ********************** cannot locate my return. I got in touch with carrier Guess prescribed to me to do my return with and they confirmed they delivered the return back to the warehouse on July 31st. I don't understand why I am being punished because the carrier of your choice either had issues or your warehouse has issues. I have attached my return label and the return tracking below.

  Business response

  01/10/2024

  Hello ******,

   

  Thank you for taking the time to reach out to us regarding your most recent inquiry.  We would love to further assist you.  We are sorry to hear you had an unpleasant experience with our customer care team.  We would love to further assist you.  Can you please confirm the email address and phone number used to place your order?  We are looking forward to your response.

   

  Thank you

  Customer response

  01/11/2024

   
  Complaint: 20596505
  
  As requested here is the information you asked for.

  business asked for email id and phone number.

  Phone number: **********

  Email id : *****************************************************

   

   

  
  Sincerely,
  
  ****** Karasudula

  Business response

  09/20/2024

  Hello,

  Please close out this case as the customer has been assisted via reference number 00632368. No further assistance needed.

  Thank you, 

  Guess Customer Care

• 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

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Manager ***** and his assistant ***** refused to refund an unauthorized transaction that happened on my card. I already informed them how I could NOT call my bank to have the charge refunded by them as I have a very important charge that is about come out and theres not enough time for me to wait and get my current card replaced to pay it. Manager was rude and gave me a hard time, I want my money back for the unauthorized charge asap before further legal action is taken.

  Business response

  01/10/2024

  Hello ******,

   

  Thank you for taking the time to reach out to us!  We would love to further assist you.  We are sorry you had an unpleasant experience while visiting one of our stores.  We would love to further assist you with a solution.  To further assist you, can you please provide us the location of the store that you visited?  We are looking forward to your response.

   

  Thank you and have a great day!

  Customer response

  01/11/2024

   
  Complaint: 20060944
  
  I am rejecting this response because: the store was in Lenox mall
  
  Sincerely,
  
  ****** ******

  Business response

  09/20/2024

  Hello ******, 

  We have continued to reach out to you via email reference number (********) Requesting your bank statements to find the original unauthorized charge. Our last communication was sent as of January 16, 2024 at 11:27 AM in response to your contact with us. If you wish to proceed to verify this unauthorized charge, please provide your bank statement for the month of the charge and we will send your request to the correct department for assistance. 

  Thank you, 

  Guess Customer Care 

• 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. 

*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. ↩