ComplaintsforGuess?, Inc.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my children to the guess outlets during Christmas vacation and they held my children hostage, adult and youth claiming that I stole some sun glasses. I was mortified. I went in to look at some sunglasses and the line was very long. The line was right where the sunglasses were located and there was no staff available. I asked my son to get me down a pair of sunglasses and he did with a stool, when I went to a mirror to try them on, I decided not to get them because the line was way to long. I left the store and they were behind me and then I went outside ad they did not come outside. I saw them at the door and waved for them to come out and they said that they couldn't that the lady wanted her sunglasses back. Are you kidding me, I am Christmas shopping with my children and they make me come back inside the store accusing me of stealing, I showed them where the glasses were in front of all of the customers in the store and they did not apologized at all. I am 50 years old and have been wearing guess since I was 15, these people that you have running your outlet store in ******, ** need to be dealt with, I will never go there again and I was so embarrassed and so were my children. This is disgusting harrassment.

  Business response

  02/05/2024

  Hello ********, 

  We have reached out to you via email and phone February 1st & 2nd, ****, we have received no response.

  Your reference number for your Guess Concern is 00743944, for further assistance please respond to the email sent by the district manager or callback from the voicemail left from ****** to discuss your negative experience. 

  Thank you for choosing Guess ********! 

  Thank you, 

  Guess ************* management.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased **** shorts at the Guess store while visiting friends in *******, **, when I came back to **, i noticed they did not fit so i took them to the Guess store in my hometown which is in *******, **.. that store told me they could not exchange or provide me a refund that I would need to send the merchandise back to ******************, I had to then contact Guess main factory which i was sent a label to return the item, I did and was told I would receive a refund, this has been since November and I still have not rec'vd a refund and its January, they have my merchandise and I still don't have my refund.

  Business response

  01/31/2024

  Hello ********, 

  We have assisted you reference number 00664231; Your mailed check is being processed. 

  If you have any questions, please respond to the email thread where we have assisted you with a resolution, we would be more than happy to assist with any further questions or concerns. 

  Thank you for choosing Guess! 

  Customer response

  02/05/2024

   
  Complaint: 21158811
  
  I am rejecting this response because: This matter has been going on since originally October 2023 when I first attempted to exchange the item at the Guess store and was unsuccessful in doing so, in November 2023 I was told my refund check would be processed and mailed in 6 weeks, your company failed to do so, this is the second time I have been told that my refund check is being processed and will be mailed, I am unsatisfied with how all this is being handled, your company received their merchandise in a timely manner, I am requesting my refund check to be processed and sent in a timely manner as well.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an online order for pair or 7size women shoe and a mens logo bag. Nothing was delivered personally to me. Your company delivered had it delivered and was delivered and left in an apartment lobby area that is public.Extremely upset as ****** is a lot to someone who is a single parent. My order number is 7QT40DXG-1

  Business response

  01/18/2024

  Hello ***,

  Thank you for choosing Guess! 

  We see that your order issues have been resolved via reference number 00734592 

  If you have any further questions or concerns, please feel free to reach out using that reference number. 

  Thank you,

  Guess management 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a sparkly two piece from the Guess store at ******* ***************** on the 28th of December for New Years Eve that I was very excited about wearing. Unfortunately, when I was getting dressed on the night of December 31st, I saw that the security tag for the top was not taken off. I was immediately demoralized. I wasnt going to be able to wear this expensive outfit that I bought specifically for that night. It was too late by then to take it back to the store, all the stores were closed. My boyfriend saw how sad I was and tried to take it off so that I could still wear it, however, there was ink in it, and some of it spilled out. We then decided to give up and I tried to find something else to wear. I was so disappointed.On January 3rd I went to the Guess store at ******** to exchange the top, but they told me I have to go to the store where I bought the item originally. I then went to the Guess store at ***************** and explained to an employee that I couldnt wear the top because the security tag was left on and that we tried but couldnt take it off. The employee refused to give me an exchange or a refund because I had damaged the item by trying to take the tag off. I told her we tried to take the tag off to fix their mistake so that I could actually wear it for the occasion I bought it for. She had no sympathy or apology, no offers of remedy or compensation, and proceeded to blame me for trying to do their job that they messed up. She then went to the back for a minute, told me she talked to the manager and that the manager agreed with her, which I now believe was a lie in order to dismiss me. She didnt even offer to take the security tag off! Everyone I know, including those working at other stores, are shocked by how I was treated. Absolutely terrible customer service.

  Business response

  01/16/2024

  Hello *****,

  Thank you for contacting Guess, we are sorry to hear about your negative experience and have reached out via email to help with a resolution! 

  Reference number 00737729

  we look forward to speaking with you! 

  Thank you, 

  Guess Management.  

• 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

  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 *****! 

   

*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. ↩