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Complaint Details
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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
Initial Complaint
01/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
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-1Business 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
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.
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Customer Complaints Summary
37 total complaints in the last 3 years.
15 complaints closed in the last 12 months.