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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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3:00 pm EST

Guess service complaint about an employee’s bad attitude

I went to the store in Westland Mall to return an item and I was in line with other customers for more than 10 minutes. There was a slow cashier named Barbara Lizbeth with bad attitude. Another enployee came to help her out with the line and Barbara Lizbeth wanted to leave the line waiting, I asked if she can bring someone to replace her but she was giving me bad attitude saying that she couldn't bring anybody to replace her and turned her back immediately. When I told her the amount of time I was waiting she told me that it was enough that I can wait more. She's not prepared to work with customers.

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3:41 am EST

Guess collection of items for return

Dear sir/madam
Earlier in Oct I bought some items from guess.eu and unfortunately due to small size i had to ask for return. Two months have passed and nobody from customer care representatives which i call everyday took care of informing courier for pick up. I confirm this since I checked with dhl personally 3 times and told me no request was made from ur end. The worst service ever! I am passionate on guess but due to all this incompetency I am no longer buying a guess piece! I wasted my time, my money on international calls.. none and not less I wanted to re order the items but havent done anything yet before u pick up. I lost all special discounts too.
Please treat this as an urgent matter as a formal case at the eu costitutional court is being opened and a bad name to guess brand is being done too.
Ludvig Camilleri
Order No:
GEU777543814724

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3:38 am EST

Guess order still not received

I want a refund for my order: #GEU115317652414 I ordered online and really wished i hadn't. You have not provided me with my items, not responded to my emails, not responded to my requests online, your helpline for the UK is not working and i think your entire company is abysmal customer service at best, in fact your company, judging by the amount of complaints raised online show absolutely NO customer service whatsoever.

I want my refund and i want it within 24 hours otherwise i will take this further through both trading standards and the Consumer Dispute Resolution Limited (CDRL) as per regulations act 1995.

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11:47 am EST
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Guess orders not receive

Dear guess team,

Please find order number: GEU696371420661 & GEU452727925520
Your customer, Claudia Bivolaru is kindly asking if you behaviour is a joke
I placed 2 orders more than 2 month ago, you`ve lost the parcels somehow on the way, investigated that for almost 6 weeks.
At the end of those 6 weeks you found it and gave me the option to chose if I want that delivered. I accepted those products to be delivered after more than 2MONTHS.
But, again that did not happen !
As a customer I would believe the professional way to deal with this is to be in touch with me, and that`s not happing as well
Your online chat is not working, you phone number is not working, it`s been again about 2 weeks and no word about those parcels
If this is a joke is not a funny one, you`ve blocked my money for about 70 days, giving me childish answers every single time
The selling me lies process needs to end here!
I expect my refund or products asap and at least an apology email from such a big brand

Regards,

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11:15 am EST
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Guess guess handbags

With the price you pay for a guess bag, you would expect only the highest quality from them. However, my guess bag has been anything but quality. The upper synthetic leather has peeled off and has left my bag looking like a bootleg, when in fact it is not. My other purchase was a guess purse, which has also peeled off on the inside and has left it looking frayed and worn out, even though it is relatively new. Very disappointed with the lack of quality from these products, especially since I had paid a good amount of money for it.

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12:38 pm EDT
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Guess all my guess tops

I have purchased guess tops throughout the years and for the past 3 years I have had my tops hand washed and not ironed as I got told not to because it makes little holes in front. I do not wear belts at all. I've complained to staff in sandron guess, eastgate guess, the glen guess and mall of south guess shops. I now own 34 guess tops of which all have little holes in front.
I just purchased another one last week. Hand washed it once and holes are there .
I have pictures of all my tops as well as the reciept for the top I bought last week. I really love the style of the guess brandand love the jeans and watches but now this is becoming a pain. I have spent a fortune with guess and I get no answers.. just sorry with no comebacks or explanations!

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5:07 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Guess guess in london regent street

the manager of GUESS REGENT STREET cheats my refund money .

when I went to the store tried to refund one dress, he told me he can not give me back by cash I paid, he can only put the refund into GUESS CARD for me, but I can use the same amount of money to buy GUESS PRODUCTS when I want to .

I trust GUESS STAFF of course, and he used the machine on the store, seem to put the points into the card and then give me one guess card saying the same amount of money has already been put in and next time I just need to use this card to make purchase. I believed it and got the card.
but, few months later, I wanted to buy a pair of shoes, then to my first time I took this guess card with me and saying, I want to use the money inside .
but from staff in another store told me there is nothing there...
WHAT ?
the manager in regent street by this way to cheat my money .
its rob .
this is the most horrible thing I have never experience in any British Store.
I make a serious complaint about this and look forwards to hearing from u about solution on this . otherwise I will get a solicitor also go to social medias to explore how horrible GUESS HAS ROBBED ITS CUSTOMERS.

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Resolved

you re contacted them again, and the points are there. it was a mistake from another store hence, apology for all mislead understanding of this matter they sorted it out for me already . can I delete this complaint ?

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8:47 am EDT
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Guess shoes arrived with no logo on it

Hello good morning,

I've just got shoes that I ordered through internet www.guess.eu .

Order number: GEU465347343839
Shoes name: GLINNA EMBOSSED LOGO SNEAKER

Obviously I choose those shoes because I liked the way they look. To my surprise they arrived different than a photo of that product in a page.
There is GUESS logo missing in a front and a metal logo in not in the middle but it is sticked to a part where had to be letters GUESS to cover it.
Please verify picture in an attachment. And the last one is a print screen from your page, I marked by blue color which part is different.
We all know that if a brand product does not look the same as an original, it is a fake. How come a Guess sending me a fake product with no Guess logo in the front? I was shocked!
Please check pictures and compare with a pictures in your page.
I needed these shoes for this weekend, I can't believe that a brand Guess just laughed to my face.
I was always a loyal client of guess until this time.

Please send me explanation as soon as you can.

Kindly waiting for your response

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9:08 pm EDT

Guess handbag

I am a big fan of guess handbags and wallets .

I always take great care of these products once purchased from you. I have had a problem with two handbags that I have purchased, one was probably 6 months ago where the leather on the bag started peeling and falling off, so I gave this no more thought threw it away and purchased another bag, as it was the first time this had happened I was not too concerned about it.

I have purchased guess products for the past 10 years and thought it may have just been a bad batch. But the bag that I had purchased 6months ago has also started to do the same thing, please see the photos attached.

I am a little concerned now as these products are definitely not cheap to buy and I seriously cannot afford to keep throwing them out. My previous purchases have always lasted 2 or 3 years and even then they didn't peel, I would pass them over to my nieces that also love these products.

I ask that perhaps you check the quality control or something on these products as I don't want to go to another company but at these high costs I don't think I have any alternative.

I await your fast reply .

Kind regards
Carmen Schiro

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4:08 am EDT
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Guess missing gift box from my order

Order number: #GEU555755865036
I received the order last Thursday but it is missing the gift box! I was contacting the dhl service the past 2 days and they confirmed me that the problem is from guess as you didn't ship the gift box along with the bag as the shipping box is at the size of the bag which is true.
Now I want a solution for this problem! I want a refund back to my visa account with the amount of the gift box as I won't pay any extra fees for shipping or money again for dhl service for a problem which is not mine!
Attached are a picture for your invoice stating that you have shipped 2 items, dhl invoice stating that they have only 1 item, a picture of rhe shipping box stating that it is only 1 item which is the bag

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6:50 am EDT
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Guess klcc branch manager

Dear Guess, it was an indeed pleasure to shop at your klcc branch however, your manager ms. Janice, (a Chinese lady and that's her name, I think so) made it impossible for customer like me to even breathe peacefully over there. It doesn't matter weather a person walks in to look around or to shop the entire collection. As a manager, what is your role? She was rude, impatient, judgemental and carries the most sour face ever. She was also treating her fellow staffs very badly! Doesn't this look bad on her and the brand? Where is the leadership quality? Where is the customer friendly attitude? Infact, her fellow staffs were more welcoming and excited to be a part of the Guess team! Unlike her! She might be having a bad day, but who doesn't? I ended up buying less then what I wanted because of her attitude! We left the store feeling sorry for Guess Klcc. I truly hope, Guess Team Klcc will place a more cheerful, humble, energetic, charming, smiling manager. Thank you. That is all from me :)

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6:23 pm EDT

Guess customer service at dolphin mall

I visited the Guess store at Dolphin mall Miami on Saturday. I live in Trinidad and was visiting Miami on vaca. Mens boxers were hung at the check out lane where signs reflected buy one get one half off qith arrows pointing down.
The cashier rang up my bill and i asked why the boxers were not ringing up as advertised. He asked another CSR who went around to the items and though seeing it on display under the sign informed me that it was only on accessories. I responded that the signs dont say that specifically. She was rude and dismissive; and responded loudly attracting the attention of other shoppers while she proceeded to embarass me that the items were as marked and I could take it or leave it.
A male mgr came across and they exchanged words in Spanish. He did not engage me.
In utter shame I completed my transaction and left. Seeking the male mgr at the door i asked him, "are you the mgr?". He confirmed. I expressed my concern over the shameful way I had been treated, to which he responded that her english is bad so I misunderstood. No apologies. Nothing.

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2:39 pm EDT
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Guess product - purse

Good morning
I've written to you last week and you told me that it takes 48 hours to receive an answer, but until now I haven't received any answer.
My adress in USA is Tatnall St, 445, Savannah, GA, -zip code 31401.
My Guess purse, that I used for few times, started to Peel off some weeks ago, Just when I was at a party.
I wanted to know it you could help me about this problem.
I have a Photo took when I was leaving to the party that shows how Good the purse was at that day and others after the problem ocurred.
Thanks for your attention.I am waiting for your answer.
Regina Victorazzo

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2:01 pm EDT

Guess purse

Dear Guess team
My name is Regina Victorazzo and I live in Sao Jose dos campos, SP, Brasil.
My email is [protected]@gmail.com
I always buy Guess purses when I travel, sometimes in a mall store or at the airport freeshop.
.Recently I went to a party with one of them and it was perfect, but while I was there it started to peel off.
I have a photo of it just when I was leaving my house to the party and I took some other photos of it when I came back home.
It was very embarassing and this kind of thing never occurred before with other Guess purses I've bougth.
I wanted to know if you could help me about this issue.
I am sad that I can not use it anymore, even because it was brand new, and was used only for few times.
Thanks for your attention.
Sincerely,
Regina Victorazzo.

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6:06 pm EDT

Guess horrifying experience when my money was stolen

I was robbed on 18 August 2018 in the afternoon inside Guess store Regent street London.

I was very excited when I received an email from
guess VIP giving be 20 % off for my birthday this month on 31 August. So there I went to Regent street Guess store on the 18th of August. Being a new mom, it was my very first day out of our flat since I gave birth.

I finished trying on clothes in the fitting room, went out of the Guess store and crossed the street, when I noticed my purse was missing. I rushed back and asked for help with the people working there. The staff were asking me a lot of questions, some were even being rude and unhelpful, they were making me feel [censored] and it was as if I was lying. I was very very nervous and I was shaking and terrified because I had 500 USD inside that purse that was a gift from my mom for my new born son. I wanted to buy baby toys and clothes for him.

The first thing that popped inside my head was in the fitting room so I asked to check the CCTV footage. I begged so much to the manager to help me because he was uncooperative. After a very very long wait. The manager finally agreed to show me the video by the fitting rooms but there was no evidence. Few minutes after while watching the footage, a staff member informed me that she found my purse but without cash. She found it on the floor inside the store.

I traced back my footsteps and there was one area where I went often and where I was last trying on a jacket. That was also the area where the staff member found my purse. So I asked for the CCTV footage of that area, the manager BILLY told me that there was no way that the cctv can capture theft in that area because there are a lot of people coming in and out, and can easily steal. His actions and reasons were doubtful even some of the staff members were very dismissive. That is a very unreasonable statement as CCtv is there for a reason and his reason for having a lot of people going in and out is so insignificant. He basically negates the purpose of the cctv. Without even checking the cctv where the theft happened, the manager and the security personnel and other staff member kept on dismissing my request and discouraging me to ask further on. The staff were discouraging me to even call the police, which is very suspicious.

Going with my gut instinct, I called the police and reported. The police I was talking to told me that with no footage of the cctv with the actual theft there is nothing else they can do. The police on the phone asked to speak to the manager to check with him the reason why the manager cannot provide a CCTV footage where the theft happened. Billy the manager totally lied to the police. After I spoke to the police, I saw a cctv camera exactly where the theft happened. I was wondering how come the manager told me that there was no cctv that can clearly capture that area when obviously there was one cctv that directly captures that section of the store. I still kept insisting to speak to the manager again. After a long wait and persistency, the manager finally and hesitantly showed me the CCTV footage of the actual theft. Two ladies entered the store and were walking around me and took my purse while I was shopping. After taking my 500 USD, they dropped my purse on the floor. I asked the manager to send this to the police, gave him the reference number. He said he will send it (but unsure if that because I received a letter from the MET police on the 24 of August and stated that there was no evidence and cannot act further on). Obviously your manager Billy didn't forward the cctv footage.

I am complaining to Guess management for these reasons
1. My whole birthday gift experience was horrifying given the fact that I was robbed and your staff members were very unhelpful, rude and suspicious.
2. Billy the manager lied to me and the police that there was no cctv footage that can capture the theft when clearly there was. His reason of not showing me the cctv footage was totally unreasonable.
3. The manager Lying to the police meant that the investigation was delayed and was dismisssed by the police giving me no support at all. If billy the manager would have showed me the footage without hesitation and delay and without lying to me and the police, the investigation would have commenced and the theives would have been near the premises.
4.your security personnel is no help at all, he only searched the two men who are customers that looked big and tall. Then He even told me to run outside and chase the police car passing by. That is So ridiculous as how can I chase them by foot?
5.your manager and other staff members thought I was a tourist in London and assumed I would not report to the police as they were discouraging me all the time. Other staff members were even blaming me for the theft.
6. This is a very bad experience for me, Guess is my childhood/family go-to brand. This totally discouraged me from ever shopping in Guess at all! The whole experience gave me sleepless nights and anxiety. Given the fact that I have just given birth and having stitches, gave me so much trauma mentally and physically.

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10:32 pm EDT

Guess customer service

Love guess, but the first time I ever make a complaint ever and I've been a long time shopper here about over a decade. Guess outlet factory in wrentham.. Massachusetts first I got an pair of shoes I was
Sold one size 8 and one size 9. They didn't check shoe size before the place them in the bag. Next a purse but the guess logo was stamped up side down person who sold this to me should have recognized this as ringing up the purse. Last customer service the young lady didn't ask if I had an guess list card. So she was so rude and upset that I asked her to re do the purchase because I actually to forgot to pull out my card. This is why they are supposed to ask. Usually the guess store I go to ask but wrentham. The young lady threw my stuff in the bag and manager on duty acted similar but try to be more nice. I can't believe the customer service at the guess in wrentham outlet. I love shopping there. I don't know if I want to go back. Sucks the woman there threw my Thai ha and rolling her eyes. Upset because I wanted my items I purchased on my guess card.

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7:14 am EDT
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Guess guess handbag

My husband bought this Guess handbag when we were on an NCL cruise last December in the in-board cruise shop. It was the Norwegian Jewel going around Australia and mostly New Zealand. He bought it for me as a special present. I used it for the first time this May 2018. It slipped from the clip locks the first time I used it but hoped it was a one off. This has been happening frequently since I first used it. In addition and more importantly, last week, the rivets on one side of the handle broke away from the main body and has now made it ‘ unfit for purpose ‘. I will post a photo of the of handbag.

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5:29 pm EDT
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Guess my new purse

Hi my name is Kyla Wright
I am very disappointed with guess.
In may I bought my first brand new purse from guess thinking this is going to be an amazing product since I bought one used and it's still in good condition. But this purse is already falling apart at the seems and when I called the store to fix it they told me I had too. I couldnt believe it . It's not my fault this is falling apart I take good care of my things.
[protected]@hotmail.com

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9:27 pm EDT

Guess return problem

I bought a short, a week later, I changed my mind and back to guess want to return it. but the store refused to give me full refund. the store faked manager told me after you bought, they don't refund your money, store credit only. this is totally unacceptable, I have original recipe and the original package. but they want to eat your money. cross the country, no where would treat customer like this, unbelievable!

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6:33 am EDT
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Guess refund

Hello.i have order something on 27th April .the parcel didn t come because the dhl delivery man never came when he should come the time when they text me he will be here he left me one card from dhl with nothing writing on it so I couldn't know where is my parcel.since may I am ringing guess and all they time the saying they couldn't contact dhl and all the time they lying to me they open investigation but they don t do nothing from 3 months.i am ringing every week and all the time they saying we have to cantact dhl .we gonna sent u an email and I never get an answer from them.first time in may they said the parcel will gonna come again cos they do redelivery.after the parcel didn t came they said they can t contact dhl.after they have to open investigation.last time 2 weeks ago on Thursday they said to me the parcel is in Germany and I have to ring on Saturday (last Saturday) and after they gonna do the refund ASAP Cos I m waiting to long and they gonna do the refund quicker than 14 days.and today when I rang again they doing investigation again.what is this?is not my problem what they doing with dhl.i have order something and the dhl didn t deliver it and I have paid guess for that.i want my money back.i will go forward with this as far as I can because is my right to get my money back.[censored] services and [censored] stuff.some of them they can t even speak English u can t understand the minimum from them.i will get my money back.i don t depend of dhl! SHAME!

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