Guess
Reviews and Complaints

I am writing to inform you that I have sent emails to your customer service asking to assist me with a refund and I have been not contacted as yet. This the second time that this has happened to me. On my one of previous orders I had same problem back in January and I still keep those items too. And I am really not happy about it. This is my order number : GEU793358982870, invoice number: [protected]/GB.

Good afternoon,

I am writing to you regarding order #GEU994791345673, which supposed to be delivered on 19th of January, but was lost. I have been trying to contact your customer service almost every day from 22th of Jan. during live chat (Luciano, Mohammed, Elena and etc.) who submitted different order status information for me. One day I've been informed that order is on the way, later that order was not shipped yet. Then order will be delivered on 1h of February and finally that order was lost.

I am very disappointed your poor customer service and possibility to give exact, correct answers to the customers.

The item is no longer required and I would like to get a refund as soon as possible.

Please make a refund to the same pay pal account [protected]@gmail.com.

If any questions please let me know

I wrote this to them after finding out that two of the items ordered were cancelled five days after I purchase them

"Dear Customer Service Team,

I am writing to let you know how dissatisfied I am so far with the service received by Guess. I have placed my order over ten days ago, still not received( in the order when placing it states 3-5working days), items where cancelled without letting me know on the day of purchase and instead letting me know 5 days later from my order.

I wanted to order some other items, but to be honest I am not trusting the online shop as I do with other brands.

Could you please update me on the status of my order, and I ti let me know why I wasn't inform on the day of the purchase of the no existence of those items, and instead Cancelling it"

NO RESPONSE

Then I wrote this

"To whom it may concern,

I would like a refund of my purchase, since I have not received a respond of where my delivery is after 15 days since the day I have ordered it, or even more important not receive my shopping yet, at the day of today.

I must say I am very disappointed with Guess online shop and unless I get my money back within this week, I would take this matter further to a lawyer.

Kind regards

Eva"

AGAIN NO RESPONSE

First and last time I will order from Guess, no got the items or my money back

Very very disappointing

[protected]
Ordered the goods early Jan, 5 items, two parcels. One parcel I used PayPal, and I have opened a claim with them. The second parcel, with 3 items, I unfortunately bought it using my debit card. I have never received the goods. the shipm no. Above doesnt exist and it is not recognize by UK MAIL DHL, so I cannot change or edit any delivery. The poor sod at the Guess Eu customer care is in Egypt, they dont give a s.. t about it or about us in London, there is nothing I can do to them.. I do want my money back.
Who is going to deal with this. Is Guess EU a fraud?
Do I need to report Guess Eu to the police.?

My sister brought my a guess pures for Christmas and I just stated using it and it is falling apart, normally I would just cope it but I Aldo brought a hand bag and it to is falling apart.
I started using the purse when the black matiral it is made from stated to flack, I put up with it but it just got so bad it looks tacky.
As for hand bag
It also started to peal it's material, I am not rufe on my bags or pureses and am very disappointed, with these products.
I did bring it to the attention of hinkla place, Bundaberg helps who I brought the bag from but that told me after two weeks I needed to contact guess myself.
As you can see from photos this is not just a case of we're and tear, not after two weeks of use.
Please do not direct me back yo the the shop as they have made it very clear they will not help, not even in sending them back to guess.
Even with proof of purchase. Please help to rectify this folt.
Thank you
I would show you photos but this dus not acomadate that option. Please contact me about these issues, thank you.
Phone: [protected]

I have placed my order GEU091316805179 on the 26th December and chased it 3 times by email but I have never received any answer. Today I have just found out that maybe my shoes are not in stock and that's why I have never received a confirmation email. It is not acceptable, after 20 days, to hear that. My order is still pending and nobody is able to tell if / when I can receive it.
That's a terrible service!

Hello,
I have repeatedly tried calling guess customer service to return some items that I bought a couple of weeks ago and absolutely NO ONE ever picks up the phone! I left it on speaker during my lunch break at work just to see what would happen and it literally just played music while I was on hold for 45 minutes. This is absolutely unacceptable. I've lost track of how many times I've called. I've even tried submitting the online contact form and it keeps re-routing me or coming up with reasons why my form can't be submitted. At this rate my time frame for returns will be up and they will tell me I can't be refunded, which is ridiculous. I have been a loyal customer for years and haven't had a problem, so what in the world is going on? And I have tried multiple prompts when I call just to see if any of the other lines work, which apparently they don't.

Fed up in Florida

My order number: GEU [protected]

Case ref: 458501

I have had problems contacting Guess EU customer service. The number given just rings and then cuts off and the live chat worked once but says 'service error' continually now. I had a live chat with someone once and received an email but my replies have gone unanswered. I was asked for proof of return via DPD but the return form Guess sent me was a postage return form. I have sent proof but have heard nothing. The watch was expensive and I am not impressed with the returns procedure.

I'm so disappointed at Guess customers service.. I ordered some items on the 3rd Jan and paid £14.00 for express delivery as I'm traveling on the 7th Jan. I received a txt informing me that the items will only arrive on the 8th Jan which obviously is not good as I paid to have an express delivery (24-48h), I won't get my stuff on time for my holiday and I won't be home on the 8th to receive my items. When contacting the customer service, "Yasmine" was not helpful at all, ignoring all this facts and simply sending me a tracking number for the items even after I explained all the points above! I don't know what's going to happen now but the way it's going doesn't look like they will even refund me the express delivery money. Will never be buying from Guess again and wouldn't recommend anyone to do so.

Hi, I bought a Navy Blue Kinley Shoulder bag whilst I was in Australia November 2017, I am very disappointed to find that one of the handles has started to break, the bag has not been used everyday and for the cost of the bag I did not expect this poor quality.
The handle is splitting on both sides as you can see in the pictures attached. I am not going to be able to get good use out of the bag in this condition.
I look forward to your receiving your response
Thank you

Jo Bale

I just experienced a very bad customer service today too. I used to be GUESS' fans for many years. Recently I bought a couple of clothes from the shop in Porto Pi, Mallorca, and today I decided to refund one of them. When the sales knows my purpose, they just keep asking me exchange for something else. I refused because I was in a hurry. Then her face changed and made me wait for 10 minutes standing there even tho they had only 2 customers in the whole store. And I have to remind them about my refund because she actually have forgotten my request. Ok, the dress was €99, 90, the sales gave me lots of 50 cents and 5 cents. I was curious why she didn't ask me 10cents and gave me back €100. I had tons of coins in my hand and all other sales were all staring at me with not very welcoming eyesight. I got embarrased and got out the store unsatisfying. When I went back to the car and counted the money, instead of €99.90, it was only €89.90, €10 less. What does it suggest? I become unwelcome just because I would like to refund something? and your sales gave me tons of 5 cents in order not to make me count the money inside the shop so they can steal money from me, even just for €10?

Hi there! I just want to complain about one of the sales crew at guess accessories store at eAton centerI was so upset today and felt embarrassed after this sales crew representative asked me to let someone sit on the sofa I was sitting on.. I was trying a shoe and then all of a sudden the sales crew asked me if we can let the person sit while I am also trying on my choice of shoe.. the tone itself is very disappointing because I am not just there sitting with no reason, that'swhy I asked her back, what do you think I am doing, didn't you see I am also trying a shoe? It was busy that day I know but everybody needs to wait for their turns or at least for the sales crew to be apologetic to me.. thank you for your time to read this and please do let this sales crew that next time be very careful with her words..

GEU101812995457 order number

hi my name is Dave Stannard

i ordered a tote bag for Christmas for my sister on Friday the 15th of December, it stated that it would take 3-5 working days to deliver, which i was ok with.

Then on Thursday the 21st of December i called customer service to enquirer that i still had not received or had an email confirming shipping of my order, a member of your then proceeded to tell that, it was in the warehouse and that she would look in to it for but she was leaving at 4pm and would contact me on Friday 22nd via email.

but considering that your website states that its customer service team is available until 7pm i thought it was rude and unhelpful, considering its the Thursday before Christmas.

i then received an email at Friday 22nd December at 9.05am informing me that there was no more in stock and you would refund my money and not charge me.
Which is great but, now i have find a new present and with no time left before Christmas it REALLY isn't helpful considering i ordered the bag over a week go.
Had i been Informed earlier i would of been happy just to receive a refund, but due to your companies negligence i would like some sort of compensation from you to make up for your error .
as i feel its appalling customer service and now leaves me rushing to sort something out for another present Christmas

Hi

Recently i bought 3 items from Guess store in douala, cameroon . surprisingly
all are defeated and when i went to the store they started blaming us and denied to exchange the product .i requested them but nothing has happened till now .why would people buy such an expensive bags and wallets when it will be spoiled in couple of months. Kindly do the needful .

Subject: Re: [CASE:364551]
On September 10th I purchased a Guess handbag from the store on Malta airport, the cost was Eu 132. Within a month the trim on the handles had started to disintegrate and the bag was starting to show signs of wear. October 8th I contacted the company & asked for a refund: they opened a complaint case and informed me it could take up to 8 weeks to deal with. Two weeks later one of the chains broke, and I informed the company of this further sign of poor manufacturing. In due course the bag was returned to the company in Italy who offered me a voucher to the value of the item.

I have no wish to buy any further item from this company. I had already purchased a replacement handbag (because I needed one!) and I do not like Guess fashions, they are not suited to ladies of my age.

The company is refusing to refund my money and insisting that I have to have a voucher even though shoddy manufacturing is to blame and the complaint was made very soon after purchase. I do not want any further Guess products . Why should I have to acquire another product that I do not want? I feel my money is being retained against my will and the company are not fulfilling their obligations to their customers.

Kindly inform me as to how I can claim a full cash refund as is my right.
Thank you.
Janet Churchouse
FIRST_NAME>Janet [protected]@gmail.com8 IpAddress: 109.148.77.107. Good Morning The handbag which I purchased a month ago at Malta airport is already peeling around the handles. This is extremely disappointing in view of the fact that it cost Eur 132 and I s only one month old. I have photos which I can forward to you. My mobile number is [protected] and I would like an immediate refund please, this is very poor quality.

GBEN
From: Jan
Date: 9 October 2017 at 17:52:26 BST
To: "Guess.[protected]@ch.guess.eu"
Subject: Re: [CASE:364551] Your answer GUESS

Mon, Oct 9, 2017 at 9:56 AM
Dear Ms. Churchouse,
We apologize for the inconvenience occurred with your GUESS product.
The e-mail regards your request about your damaged bag. Regarding the purchases in shops, we kindly invite you to address directly there in order to get the necessary assistance. Please, bring with you the product and the receipt.
We would like to inform you that all Guess products are covered by a 2-years warranty against defects.
If you cannot address directly to the shop where you bought your product, we kindly ask you to send us, as the response to this email, the following information:
• The photo of the receipt from the shop where you bought it;
• Photos of damaged part of your product.
• Your address
Once we receive the requested information, we will promptly get back to you.
Thank you for your collaboration.
Should you need any further clarification, please do not hesitate to contact us.
Best regards,

October 9th
Dear Maryia,
Thank you for your prompt reply. Unfortunately I am not likely to return to Malta airport anytime soon, therefore am unable to return my bag to the place of purchase. I have attached photos of the receipt and faulty handles as requested. Many thanks for your help.
Best wishes
Janet Churchouse

Oct 10th
Dear Ms Churchouse,
Thank you for contacting Guess Customer Services.
The following email refers to your refund request for the faulty bag you have purchased in Malta.
We kindly ask you to send more pictures regarding the product itself: we need a full size photography of the Guess Bag with its logo visible and two separate pictures for each invoice.
You seem to have received a customer copy receipt and we need to identify the bag's name, its reference and the barcode (the transaction id) that we cannot find on one of the photos you have sent. Otherwise you will have to write them down for us by yourself.
Once we will receive the rest of the aforementioned documentation, we will open a case for you and transfer this inquiry to our Direction. We kindly invite you to wait while we are awaiting for their feedback, because it's a long process and it might take up to 8 weeks for a final answer.
First of all you have to wait for the Product department to check your documentation and all the details with the Warehouse and Accounting department; hopefully they will get in touch with the Customer Services so that we can provide you with the most adequate solution.
We are looking forward to your reply and we remain at disposal for any further assistance we may provide.
Best Regards,
GUESS Customer Services
Oct 11th
Good Morning
Thank you for your email. I attach 4 further pictures, 2 of the receipt and 2 further photos of the bag, with the peeling handles clearly visible. I'm afraid I fail to understand why the refund process should take such a long time bearing in mind that this item has been purchased very recently. I would be grateful if you would deal with this as a matter of urgency please, I thought I had found the perfect handbag that would stand the test of time, instead I now have to spend time dealing with further aggravation as well finding a replacement handbag.

Thank you for your help.
Best wishes

4 Attachments

Nov 8th
Dear Sir
This is not good enough. Not only did my handbag deteriorate very soon after purchase (the trim on the handles is peeling off), now the chain has broken (photos attached) and consequently the butterfly decoration is lost. Had I been able to return this to the place of purchase (Malta airport in this case), I would have been entitled to an immediate full refund. I see no reason why I should have to wait for any longer for your company to drag its heels, eight weeks is excessive! This situation is unacceptable, the handbag is poorly made and faulty. Kindly provide a full refund without further delay.
Yours faithfully
Janet Churchouse
Nov 9th
Dear Ms Churchouse,
Thank you for contacting Guess Customer Services.
The following letter refers to your previous email about the request of refund for a Ms Churchouse,
Thank you for contacting Guess Customer Services.
Our Services generally manage online customer inquiries, notwithstanding we have decided to offer you the same assistance given that you could not go back to the store in Malta
Your inquiry has been opened since October 8th, 2017 so it might be closed within a few weeks or by the end of this month depending of your willingness to provide the required documentation and only after our Direction has checked with its affiliate in Malta.
We are sorry for the long waiting but this is the procedure for this type of inquiries and we have been trying to help you by finding the most adequate solution.
These are the rules we have to abide by even though our representatives are not directly qualified to refund you or exchange the item (for a positive feedback regarding store claims, a customer would receive a voucher as a means of refund but this must be decided by Guess).
If you do not want to provide the information we asked, then we'd like to remind you that this type of a request must be managed by the same store/after sales department where your transaction has been duly executed.
Thank you for your collaboration and we remain at your disposal for any further assistance we may provide.
Sincerely
Nov 22nd, 8.55 a.m.
GUESS Customer Servicesdefective bag purchased in a Guess store in Malta.
We are pleased to inform you that a voucher code has been proposed to you by our Headquarters as a means of refund. Your parcel has been successfully returned to the warehouse in Italy two days ago.
GUESS offers you a voucher to spend on full price items on our official online store > www.guess.eu
Please remember this discount limit to one time per customer and remember to insert the code at the payment section and click on the + button.
Do not insert space after the capital letters and before you validate the payment, rest assured that he system algorithm will apply the reduction for you automatically.
Other information: < CODE: JChurchouse > AMOUNT: 117.02 GBP | converted from 132.00 € (EUR) > EXPIRATION: January 10th, 2018 >
Thank you kindly for your patience and your comprehension on this matter.
Best regards,
GUESS Customer Services
www.guess.eu
Monday to Saturday from 8.00 am to 7.00 pm (+1 CET)
Tel. [protected]
Wed, Nov 29, 2017 at 11:13 AM
Thank you for your email, I'm glad the faulty bag has arrived safely. Having looked on your website I definitely do not want to purchase another item from your company. My husband has already bought me a replacement handbag (I could not wait for 8 weeks for your company to look into the situation, I had purchased a bag at Malta airport because I needed one to use!), added to which I would not wish to encounter the same problem a second time as it seems other customers have done. In view of the fact that the fault was reported to you within 30 days of my purchasing the item I would like a full cash refund please, I do not like your clothing designs and see no reason why I should have to purchase another item from your company which I do not want or like. It is normal policy for companies to provide a refund for faulty goods and I am within my rights in requesting that option.

Thank you
Janet Churchouse

Fri, Dec 1, 2017 at 12:57 PM
Good Morning
I am re-sending this email because I have not yet received a response to my communication.
I would be grateful for a prompt resolution to this matter.
Thank you

Tue, Dec 5, 2017 at 12:28 PM
Dear Ms Churchouse,
Thank you for contacting GUESS.
Referring to your inquiry I kindly inform you that the voucher is the only possible way of refund in case of products purchased in the physical stores. The refund of the amount to the card is possible only for purchases made on guess.eu.
We apologize for the inconvenience and remain at your disposal for any further inquiries.
Best regards,

Katarzyna
GUESS Customer Service
Tue, Dec 5, 2017 at 1:37 PM
This is not acceptable. The bag developed faults very soon after purchase and I notified you immediately. Any delay has been caused by your company, not by me and I made it clear at the outset that I required a full refund. Kindly provide me with the contact details of your managing director. I see no reason why I should have to purchase something that I don't want from a company which manufactures goods of a poor standard.
Thank you

I was unpleasantly surprised when dealing with them.
This company has a good reputation and I was hoping they cared about keeping it in the same way and that my expenses will be taken care of.
Well, first of all, because they can afford it and expenditures like this are like drops in the ocean for them.
The item I received from them didn't fit me, it was in the smaller size, even though I ordered the M (I wear it). According to their policies, I had the right to return it and to exchange. Then it turned out that the shipping will be at my expense and will never be refunded.
I think that Guess can easily do it, but they don't stand behind their service

Two years I tried to return my guess jacket.but was told that I need to complain to guess manufacturer.and I did it's three years now and no one have yet to contact me concerning my cream color jacket.which start peeling on both sleeves of the jacket after having it for only a year an wearing it only. A few times in the spring .I love the jacket but can't wear it due to some much peeling off the sleeves.i just wanted another jacket in return.i love guess products I thought they was one of the best design when it came to there products but the products is not what it was claim to be the guess name and products.are losing out in this clothing and products industry..I don't know what to say about guess at this time they are truly starting to fail at what they stand for just shaking my head right now...

I'm at the check out tilt frozen and manager let me wait till tilt back to normal, but she don't know when?when I ask her to call technical support she told me they do nothing about it, she is not a deserving manager and yelling me&my friend, very bad customer service. In Guess Seattle outlet collection branch, Auburn Washington USA, I will never go back to shop there no more.

They have the worst delivery courier ever in the world. I ordered a jacket a week ago and it could never get to me and the only thing guess asked me to do it to wait but not allowing me to cancel it! Worst service ever ! They use DHL with ukmail, and dhl said they can't investigate the case due to it is still an ongoing delivery. But unfortunately ukmail is saying they cannot find my addreees everyday for the whole week even if I already updated them 4 times at least with my details and contact number . Now I'm paying something for nothing . This is what a big company do ?

I bought these shoes not long ago as a splurge, using the old adage, "you get what you pay for." I thought if I paid good money and got a good brand the boots would last. As I was walking today I realized I sounded like a horse, clip clipping down the walkway making more noise than usual. The bottom part of the sole had come off the heel! I searched for the heel but couldn't find it. I would have just glued it back on; I really liked these boots.