Guess Customer Service Issues

Hello, I am reaching out about the discount email you recently sent me. Upon signing up for Guess World, I received an email offering a 20% discount on my first online order. Despite following the instructions that the discount would be automatically applied at checkout, it did not work after multiple attempts. I am disappointed with the service provided as there was no code given for the discount, resulting in ongoing issues. I use the Safari browser on my PC, not a smartphone, but I do not believe that is the issue. Please send me a new email with the discount or provide a code to help resolve this matter. I appreciate your products but am frustrated with the service. Best regards, Nina G.

I am extremely disappointed with your company and the online service it provides. I placed an order for two items on Friday for my daughter's Christmas gift. After receiving the initial order confirmation, I heard nothing further. Upon contacting your Swiss office, I was informed that my order had been accepted but that the items were unavailable. This is completely unacceptable, especially when the website still shows availability. I have since cancelled my order but am still awaiting confirmation. I believe some form of compensation is due for the inconvenience and frustration caused. I am now forced to travel to a physical store to purchase the items. I eagerly await your prompt response. Thank you.

Your customer service team's behavior is unacceptable. I am appalled by the lack of professionalism and respect shown during my call. Despite requesting to speak with a manager or team leader, I was left on hold for an extended period only to be informed there was no one available. The representative, Sarah, continuously put me on hold while I accumulated a £30 charge due to the prolonged call. The disrespectful treatment and inability to address my concerns properly have left me incredibly disappointed. This experience with GUESS's customer service is truly shocking and reflects poorly on the company's standards.

I had a very unpleasant experience with the customer service team. I was put on hold for long periods and even when I requested to speak to the manager or team leader, I was told there was no one available. The representative, Sarah, repeatedly put me on hold and kept speaking over me. This resulted in high call charges totaling £30 for nearly an hour on the phone. It was shocking how poorly I was treated, making it difficult to communicate effectively due to being constantly interrupted. The behavior of employees like Rukhsana and Sarah at this contact center, specifically from the GUESS company, was extremely rude.

I would like to discuss my recent Order # GESEC[redacted]52. Upon receiving my order, I was disappointed to find the clutch with deep scratches outside and dirt inside. Moreover, the fashion snake cuff was missing and replaced with a Guess T-shirt. Even though I contacted customer care, they only apologized via email and instructed me to return the clutch without my consent. Despite my efforts to communicate via email, I felt disrespected by their lack of response. As a loyal Guess customer, I am incredibly dissatisfied with my experience and expect better treatment. I am unable to meet the return deadline due to my busy schedule and request either a replacement of the clutch and cuff or a full refund, along with enhanced benefits for being a VIP customer. The lack of customer respect and protection is concerning, and I intend to report these issues. I am willing to provide more photos of the incorrect order if necessary, but I urge Guess to address this matter promptly before my upcoming business trip on December 16th.

I just left the Guess store at Heartland Mississauga. I had a terrible experience with the manager who insulted me, implying I couldn't read signs. The manager was rude, unprofessional, and disrespectful towards me and my sister. It was disappointing to be treated this way in Canada, a country that values respect and human rights. The signage was confusing, and the cashier wouldn't honor the marked discounts on the item I purchased. I feel really upset by how I was treated in a store where I thought I was a loyal customer. I have evidence to support my complaint, including photos of the misleading signs. This incident occurred on December 4th at 6:40 pm in Mississauga.

Hello, I am Theresa Natoli. I recently purchased a Guess dress, the Floral Ruched Bodycon dress from Macy’s, and I instantly loved it. However, after wearing it once and following the care instructions by washing it in cold water and letting it hang dry, I noticed that the dress was ruined with frays of stretchy material. I returned to Macy’s to exchange it but found the same issue with the replacement dress on the rack. This was disappointing, especially for a costly item from a reputable brand like Guess. The Macy’s staff had to remove the damaged dress from display. This experience has greatly lowered my confidence in Guess products. It was quite inconvenient having to return the item and travel to the store multiple times. I hope for better quality control and would appreciate hearing back from you. Regards, Theresa Natoli

Subject: Concern Regarding Recent Purchase Refund Dear Joanna, I am reaching out regarding my recent correspondence concerning a duplicated charge on my credit card. I have previously provided all the necessary details twice, and unfortunately, the issue still persists. For your convenience, I am resubmitting the essential information: 1. Mailing and Office Address 2. Picture of Credit Card Statement displaying the duplicated charge 3. Details of the purchased item (Made in Vietnam, [redacted]3, PG [redacted], JS) 4. Photograph of the purchased item The amount to be refunded is either SAR [redacted] or PKR 6,[redacted]. I believe I have submitted ample evidence for the reversal of this charge and look forward to a prompt resolution. Best regards, Fahad Rehman

Hello, I wanted to share the issues I faced with my recent order of shoes. I initially missed the delivery from DHL as I work nights and sleep during the day. I arranged for the shoes to be delivered to a local shop, but DHL repeatedly attempted deliveries to a shop that does not accept parcels. Despite daily phone calls to DHL, the delivery address was not corrected, leading to unnecessary delays. After numerous unsuccessful attempts, my parcel was incorrectly marked as returned to sender due to poor communication on DHL's part. I am very disappointed to have lost the shoes I purchased and would appreciate any assistance in retrieving them, even though they are currently out of stock. The entire experience has been quite frustrating, and I hope to find a resolution soon. Thank you for your attention to this matter. Warm regards, Justina

I placed an order on the 9th of March, and it was supposed to be delivered on Friday, the 15th. However, according to the tracking information, it was delivered to a different address on Moore Road at 7:53 pm, even though my family and I were at home at that time. I contacted DHL customer service, and they confirmed the misdelivery. The package was opened and used by the recipients at that address. I refuse to accept a used item; I paid for a new bag. My address details were correct, so I don't understand how it was delivered elsewhere. This experience has been frustrating, and I am requesting a refund or a new bag to be sent to me promptly. This has left me disappointed with my first and possibly last experience with this company.

To whom it may concern, I regret to inform you that I have been a loyal patron of Guess until my disappointing experience at the Guess Egypt branch located in City Center, Alexandria. I purchased a bag on 18/04/[redacted], and within three months, the leather began to show cracks. Upon visiting the store and presenting the issue to the manager, the proposed solution was only a repair. After a week of discussions with the management in Cairo, they reluctantly agreed to a one-time replacement, stating they would not be responsible if the issue recurred. With trust in Guess's reputation, we reluctantly accepted a new bag. Regrettably, the same problem occurred with the replacement bag, leaving us dissatisfied with the quality of the products sold by Guess in Egypt. Sincerely, [Initials]

Hello, I am reaching out regarding my unsatisfactory experience at your Oxford Street store. I recently purchased a dress in a hurry and was told there was a two-week return policy. Upon arriving home, I noticed that the metal Guess label was hanging off, significantly lowering the quality. Disappointed by this, I wanted a refund but couldn't manage it before a trip the following day. When I returned to the store today to process the refund, I was informed that due to the minor damage on the label, it couldn't be accepted. I explained the fault, yet the server I spoke with, Paula, was unhelpful and impolite. I insist on a refund for a faulty item as I have no use for a £95 dress in such condition. This encounter has discouraged me from shopping at Guess in the future. Server’s name: Paula

Dear Guess Team, As a long-time fan and loyal customer of Guess, I have always enjoyed purchasing a variety of products from you, including wallets, bags, dresses, leather leggings, shoes, watches, and accessories. Unfortunately, during my recent trip to America, I purchased a Guess wallet which turned out to be a major disappointment. Upon returning to my country and using the wallet for the first time, I was shocked to find that the leather was peeling off and damaged. I am truly disheartened by this experience as the wallet is now unusable despite being brand new. I have photos of the damage that I can share if necessary.

Good evening, I received your email address from Guess outlet store at McArthur Glenn York. My complaint is regarding a handbag purchased in the USA. The store was unable to assist me, hence why I am reaching out to you. I bought a Guess handbag from the Guess store at Northern Premium Outlet in Las Vegas a few weeks ago. Inside, there are some reference numbers on the label that may help identify the design: [redacted]7 SV714806 F-[redacted] After using the bag for less than a week, the zipper became faulty. It unzips itself as you try to zip it shut, which is very disappointing. Could you please advise on the best way to resolve this issue? If needed, you can reach me on my mobile at 07[redacted]53. Thank you. Kind regards, Susan C.

Dear Sir/Madam, I recently returned to your store hoping to exchange two items. Unfortunately, I had left one of the receipts at home. I approached the cashier for assistance, and despite initially being told that an exchange without the receipt was impossible, I later found out that she could verify the purchase through the system. However, the situation escalated as she became uncooperative, eventually refusing to serve me and even going so far as to call me 'rude'. Despite managing to exchange one item later that day, a similar experience occurred the following day when attempting to return a garment without issue. The same cashier, identified as Milivia Manuela at the Westfield Shepherd’s Bush branch, declined to assist me again on the basis of my supposed lack of manners. Another staff member intervened, acknowledging the cashier as the manager and advising me to return at a later time. I am disheartened by the treatment received over two consecutive days and am hopeful for a resolution. Best Regards, Siham R.

I visited the Guess store in the Designer Outlet Village in Swindon, where I usually shop online or in-store. Unfortunately, my recent in-store experience was disappointing. Upon entering the store, I found the staff were not attentive. Despite my interest in their products, I received no greetings or assistance while browsing. At the checkout, the lack of communication continued, and I felt uncomfortable when inquiring about exchanging an item. The cashier seemed reluctant until eventually agreeing. This awkward interaction, coupled with the absence of basic manners, left a negative impression. Even my friend, who later bought a product I recommended, encountered similar rude behavior from the staff. She felt judged based on her size, which was upsetting. This insensitivity and lack of professionalism from the Swindon store employees has made me reconsider shopping there, despite my love for Guess. I hope this feedback helps improve the overall shopping experience in your store. Thank you for your attention. April

I recently bought a pair of Guess sunglasses from your Cheshire Oaks store on July 7th. Upon closer inspection at home, I noticed a missing diamond at one corner and one of the screws was missing a plastic rim. Although I didn't anticipate any flaws since the salesperson gave me a new pair, I noticed these minor issues and initially overlooked them. Unfortunately, while wearing them this weekend for only the third time, a screw fell out on its own, which was quite disappointing. I would greatly appreciate it if you could address this matter promptly. Looking forward to your prompt response.

I recently bought a handbag for my girlfriend from a website and I'm flying to Serbia on Monday to visit her. I paid for express shipping, and I'm hoping the item will arrive within the next 48 hours. I received an email that appears a bit odd.

I placed my order on October 29th and it arrived today on November 4th, which is 6 working days beyond the 3-5 days promised. The product's quality left much to be desired as it arrived with two noticeable marks or dents in the material, and the box was in poor condition. This has led to my dissatisfaction with the customer service I have experienced. As a loyal customer of Guess products, known for their high-quality items, I was dismayed to receive a damaged bag that was originally priced at £79 but was reduced to £51. I have attached some images of the box and bag for reference. I hope to hear back from you regarding this matter.

Gentili signori, Nel febbraio [redacted] ho acquistato un orologio GUESS W0987L3 in negozio e da allora ho riscontrato diversi problemi. A settembre [redacted] ho fatto riparare lo zircone, e la stessa cosa è successa a gennaio [redacted] e giugno [redacted]. Ora, per la quarta volta, mi trovo con lo stesso problema. Ho richiesto la sostituzione dell'articolo con un modello senza zirconi di pari valore, ma non mi è stata concessa questa opzione. Considerando i lunghi tempi di riparazione (oltre 1 mese ogni volta), e il fatto che l'orologio trascorre più tempo in riparazione che al mio polso, sono stanca di doverlo continuamente riparare solo per avere lo stesso problema. Le chiedo gentilmente di prendere in considerazione la mia richiesta di sostituzione o di trovare una soluzione definitiva a questo problema. Distinti saluti.