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1.2 187 Reviews

Guess Complaints Summary

11 Resolved
176 Unresolved
Our verdict: If considering services from Guess with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Guess reviews & complaints 187

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O
3:54 am EDT
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Guess jacket/coat

Good afternoon,

I would like to make a complain about the product. I have recently bought a jacket. It is almost neoprene fabric in a biker style with white stripes. Something between biker jacket with office look to it.
This fabric has died my skin and pretty much everything I wore underneath. I am attempting to get rid of stains and if it will not come out, I have ruined at least 3 clothing items. The jacket is new and cost me £78.00. Besides what it cost me to buy it has ruined my other clothes, I now need to buy another jacket and potentially new dress that I ruined.

Please review my case and if you require any further pictures to be sent to confirm which jacket and the damage it caused I am happy to provide.

Thank you

Olga

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6:42 pm EDT
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Guess horrible customer service

Hello,

My name is Arnab .

First I would like to start with how disappointed I am with the service I have received from your company.
I have ordered something from online website guess - Order# GESEC385282676843 placed on Wednesday, July 18, 2018 9:32:39 PM (Pacific Standard Time). This is my first order so I signed up in guess.com with all my all required details correctly. Then placed the order, choose PayPal as payment however noticed immediately after placing the order, my address was old not current though I have correct address in my account of guess.com. I tried to cancel the order immediately however there was no option to cancel the order. I tried to call customer service however they are closed in non-business hours. I immediately emailed customer service from guess.com on 9:40PM (Order placed 9:32:39 PM) to either cancel or ship to my current address however I did not receive any response for this as on today July 25.
I called next day morning around 9:30am PST, agent told me shipping label created (one thing appreciated they are so fast) just now July 19, 2018, 9:26 am, USPS tracking number created - - 9405510205556001014993 and item is in warehouse for shipping. I provided all required details so that it can be shipped to my California address. First agent told me they can't modify the order however tried sending message with correct shipping address and will be actioned accordingly. I did not receive any information over email/phone in next 2-3 hours, so again I called. 2nd agent put me on hold to talk to USPS to see what can be done (though item was not with USPS, still in Guess warehouse), as requested conferenced me with USPS agent and he dropped without any information. I waited 30-40 mins in this call, then my turn came however USPS agent told me - she can't do anything as item not collected from Guess warehouse to USPS distribution so please consult with Guess if warehouse staff can hold it else call USPS later once item picks up. Again I called Guess (3rd time same day around 1 pm), 3rd agent was little responsible, while in call, he sent some URGENT, RED, BOLD message to his warehouse as call can't be transferred to warehouse staff and USPS normally pick up items from warehouse around 2-3 PM daily. After so much of struggle, nothing happened and July 19, 2018, 7:32 pm, I got a text from USPS that my item picked up from Guess warehouse. How was my first day frustrated experience with Guess customer Service? It is ridiculous how big company like you is treating the customers.

I don't remember, next when I called Guess customer service then, however I called USPS couple of times so that they can return to item to sender and Guess can reship to me.
Today July 25th, USPS confirmed that they sent back my item (Your item was returned to the sender on July 25, 2018 at 11:50 am ), so I called Guess customer service again for frustrated experience. Now they told me that they can't help me to reship my item, I need to order again….
If someone was telling me that they experienced something like that with guess I will laugh, but unfortunately this has happened to me.
I even cannot describe how frustrating is that...

I requested refund to be processed ASAP. I don't have to deal with this company ever again.
For more details maybe you can check the history of my case - Order#GESEC385282676843 placed on Wednesday, July 18, 2018 9:32:39 PM (Pacific Standard Time)

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11:04 am EDT
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Guess payment not received

Hello,

My name is plamena georgieva.
First I would like to start with how disappointed I am with the service I have received from your company.
I have ordered something from online website guess in february. Usually I was always buying at the store, but at that time I was supposed to travel and I did not have the time to go to the store.
However something has happened and the item was not delivered to me. After full investigation and proofes by me they find out that the item was misplaced somewhere.
Since then I am calling your online customer service [protected]) every week and all of the time I was receiving different answers like: dhl are investigating, dhl should answer to us, next week you will receive our refund, please call dhl, our finance department will answer to you in one week etc.

It is ridiculous how big company like you is treating the customers. I asked several times if I can speak with the manager, but the answer was that there is no manager...
Again company like this without manager able to help...
If someone was telling me that they experienced something like that with guess I will laugh, but unfortunately this has happened to me.
I even cannot describe how frustrating is that...
For more details maybe you can check the history of my case.
Order number: geu263335572666

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Update by Plamena
Jul 22, 2018 11:05 am EDT

Never been so disappointed!

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8:10 am EDT

Guess handbag

My husband bought me a handbag for Christmas 2017. I only used it for a few months and had started to use it again but discovered the strap was not sealed. I am hesitant to glue this as I don't want it to go onto the bag. I am most disappointed as Guess is a quality brand and I have bought Guess products in the past. I am annoyed as this bag was expensive!

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12:00 pm EDT
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Guess guess accessories

I bought accessories from Guess outlet in San Francisco Livermore 2 months ago . I haven t worn them still brand new and the color s fading away so quickly . It s Guess a brand world known and the quality has to be good ! But unfortunately no!
When I ask the vendor if the color will stay they told me yes of course it s a Good Brand and I believed them because I always buy from Guess and this is the first time I m experiencing this . Looks cheap and fake.

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9:33 pm EDT
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Guess ladies wallet

In 2016 my sister bought me a wallet for Christmas. I had put it away until my old wallet was worn. I started to use it yesterday (12/7/18) for the very first time. As soon as I got it out it started to crumble and all the vinyl is coming off to the point where I can't use it. This is so disappointing as I thought Guess wallets were of high standards and quality. I'm sure my sister paid a lot of money for it. I contacted Guess in Australia and they advised me that I need proof of purchase which I totally understand but unfortunately this was a gift and it was purchased some time ago. I don't want my money back I just want this wallet exchanged. I have taken photos and I would appreciate if someone you have a look at my concern and get back to me. Thanks Toula

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2:15 pm EDT

Guess my handbags and watches

I bought two Hand bags from guess product and both of them started peeling. I Love ypur products but I cant keep spending money on products that fades or peel I also have a couple of wathes that I bought from you all that stop working. If itvso send me a lable where in I can return them for you all can see what's going on with your products please.

Thank You Kindly,
Ms. Velma Bailey

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7:07 am EDT
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Guess service

Good afternoon,

I ran into a very maddish behaviour of the seller in one of your stores in amsterdam guess on pieter cornelisz hooftstraat 82hs. On 27 june 2018.
One of blouses fell of the hanger and the seller came up to me without even saying hi. His first words were : dont you see that you throwing things away? Are you blind?" and same time he pushed me with his shoulder.
I asked him apologise but he start to call be [censored] etc... I was deeply in shock! It first time in my life seller from brand shop behave as cheap bazar person. He dont want introduce himself, so I made his photo to send together with complain. Its attached. He start to shout that he will call police and they will [censored] me in prison! Unbelievable behaviour!

I do expect official apology from the guess. This person destroy your nice reputation and he is not deserve to present guess or any other brand as well!

Lana nechaeva

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4:49 am EDT

Guess guess handbag

Imagine my suprise today when i discovered that both hand straps on my new bag are just about to break. I recieved this bag as a mothers day gift and started using it 2 weeks ago. I can no longer use this bag as the handles will break at anytime.
My daughter paid good money for this supposed quality product thinking that it would last more than 2 weeks.
I cannot explain how disappointed i am as i loved the bag.

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7:36 pm EDT

Guess guess handbag martine style vg649005 colour:black

Hello
I am very dissatisfied with this product due to the poor quality and durability of the handbag. Within a short period of time (3 months) the shoulder strap wore out and started to fray! I am a loyal guess customer and usually love the products and am pleased with the quality but not this time. Would really appreciate a refund of $95.79 (luckily it was on sale!). I am really hoping that I can continue to count on guess products as I have in the past been happy with the quality.
Please don't let me down.
Yours truly,
Guess customer
Krista kong

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1:35 pm EDT
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Guess guess handbag complaint - purchased 16.4.18

Guess Handbag purchased on 16th April 2018 at the airport for £128.00. The handbag has been used sporadically for the last two months.
I have noticed that the four handles are starting to tear away from the main handbag itself and discolouring on the straps.
I can provide copies of proof of purchase, as would like a replacement handbag please.
Thank you in advance for your cooperation, Eloise.

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4:45 am EDT

Guess poor quality

I have recently sent back 3 pairs of Guess jeans (South Africa, Sandton) due to tears along the seems. Quality came back saying that this is general wear and tear but I did not even get to enjoy my jeans for more than 6 months.

I was offered replacements but Guess don't seem to get the point that quality is the topic and not a freebie. Yet another company not taking accountability for their rubbish.

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1:17 pm EDT

Guess outlets at bergen town mall-guess store

On Saturday, I went to your store. There were two women helping. One blonde. The other the opposite. Neither of one were very helpful. But, particularly the blonde may stand among the worst attendants you may find at a store.
I bought a watch for a present, she took it to the cash counter. As the line was too slow a customer complain and the blonde woman came in to help her co-worker. When it was my turn I told the blonde one I was waiting for the watch. Then she asked me "what watch?" Then one you sold me ten minutes ago I said. Then she asked herself where it was. To make matters worse, when she found it she told me she did not have a box to put it. That was something I had specifically asked when she was helping. I was really astonished at all I was hearing from this lady. I left the shop without buying the item. I told her about my disapppointment and she looked at me with a smile.

I do not think this is the kind of people you need working at your store since you will lose customers.

Hope to hear from you

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10:45 am EDT

Guess purse handle

I purchased a purse in your Las Vegas Store on May 1 or 2, 2018. On May 16, 2018 Last night I noticed that the handle is already coming apart. I would expect a purse to at least last the current season. I noticed in other complaints similar issues of the handles breaking. I would like a full refund of the purchase price of this item.

Thank you for your attention to this issue.

Kimberly Hall

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11:20 am EDT
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Guess manager jess at mall of america guess store

I am an African American man who goes by the name James. On may 12th 2018 the manager Jess at the Mall of America Guess store approached me and my family in front of the whole store blatantly accusing us of stealing! Said she watched us on camera 3 times put something in our shopping bags. I've worked law enforcement for 15 years in Illinois and would never steal anything and Knowing we would never steal anything we instantly emptied all of our shopping bags out on the middle of the floor in front of everybody in the store showing Jess we didn't steal anything! Once she seen we didn't steal anything she immediately started back peddling saying "well I never said it was Guess items I saw you put in your bag. Only said I seen you guys put something in your bag" she didn't even offer so much as an apology! this situation was completely humiliating! And was wrong on so many levels. I have it all on video and it won't look good for the company Guess as a whole.

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2:30 pm EDT

Guess guess bag

I bought a Guess Tote bag a year or so ago at Sandton City Johannesburg, South Africa for R1700. I didn't use it often but it started peeling off. I only used it for special occasions but the strips also started cracking and it looks terrible now. My husband bought if for me for my birthday. I didn't expect this from such a brand I loved so much. Doubt I ever buy guess again

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10:16 am EDT
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Guess inferior materials used for strap of handbag

I bought a Guess handbag about one year or so ago. I have used it on special days and not daily. However, the strap has worn and has peeled and the rubber binding has been stripping off. I am sending a picture and you will see what I am complaining about. I have had other bags from Guess and been satisfied with the products. Please make some kind of restitution as I am unable to use this bag which I like very much. If you can send me another bag which will not do this I would appreciate it. Thank you

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Update by ann zarcadoolas
Apr 16, 2018 10:54 am EDT

I bought this handbag about a year ago on a cruise. I have used it on special days and not daily. However the strap is worn and peeled and the rubber biding has been stripping off. I can't use the bag which I very much like. I would like this bag repaired. I have had other Guess bags and this has never happen and I very much like Guess accessories.

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Vaishakhi Chhotai-Doshi
, US
May 08, 2018 5:23 am EDT

Hi,

I bought Guess handbag in February from Lisbon Airport. I just opened the packaging and the buckle comes off as soon as I left the handle so my handbag remains open all the time. I have the tag and credit card bill to prove the purchase. I would like to return it I cant use it due to the clip coming off everytime. Can you please let me know the procedure to return. I am based in UK.

Regards,

Vaishakhi

G
G
General Service
, US
Apr 16, 2018 1:17 pm EDT

Hi Ann.

Appreciated reading your question.

Guess doesn't refer to any particular local seamstress, but there are many in your area of Florida. By contacting any one of them, he/she should be able to easily replace these handles.

Please note, assuming this information addresses your concern(s) to your satisfaction, no further response is required by you.

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2:29 am EDT

Guess kids 2-3 jersey

On the 24 March, I bought my daughter a guess jersey at Brand mania in Atterbury Pretoria . It's pink and written "guess" in blue. Upon washing it for the first time the writing started to come off. Now my daughter can't wear it anymore. It's ruined. I feel that I am not getting the value for my money. When I buy guess I expect quality and thi is poor quality, my money was wasted and I am sitting here with a new guess jersey that my daughter can't wear anymore.😡

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1:09 pm EDT

Guess failure to provide a refund

I made a payment of £121 by debit card online via the Guess website on the 21st February. The goods have never been delivered and they will not process the refund until they receive the goods back apparently. I was told yesterday that the goods had arrived back but they could not confirm that. I was guaranteed an email back of confirmation but they never sent one. I have phoned and emailed over 10 times and they refuse to put me through to a manager. I am going to have to raise this as a dispute with my bank as this is absolutely disgusting. I have no assurance that I will ever receive my money back

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6:25 pm EDT
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Guess exchange

I purchased an outfit (jacket, shirt and jeans) as a gift. About 2 weeks after the recipient received the gift, i was advised they were too big. I went to the Bethlehem Sands store after the 30 days to exchange the same exact pair of jeans just for a smaller size. However when i got to the store, it wasn't open, a worker waiting outside the store stated that the store mngr was running late & wouldn't be there to open the store until 11am! So i went back the following weekend, the store mngr refused to allow me to exchange the jeans advising it was over the 30 days. I explained i understood the return/exchange policy but when i tried the previous weekend, the store wasn't open. I am very disappointed and the recipient spends a lot of money at Guess throughout the year. Please let me know if there is anything that can be done to justify this issue. Thank u & i look forward to your response.

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