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Guess Complaints 197

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


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.



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.

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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10:21 am EDT
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Guess member of staff

To whom this may concern,

Today 1.4.17 my friend and I went to Gunwharfs Quay in Portsmouth, UK. We went to do some shopping and enjoy our Easter Sunday.

I am a regular customer at GUESS, however today was appalled by what I witnessed. This was regarding who I think was the store manager ‘Elise' (tall, slim, blonde). I was at the sunglasses section next to the changing rooms. She was talking in an aggressive tone to another member of staff. She was saying "I will be looking at the cameras to see what an earth was going on yesterday as it seemed everyone had a jolly and was in the corners talking. People who are not going their jobs then I will be getting rid of them. I don't have time for this." This one way aggressive conversation went on for an extended period of time and bare in mind myself and my friend were under a meter away. I feel that Elise wanted the customers to hear her raising her voice to other staff members.

I eventually gave up looking any further and wanted to get out the shop as soon as possible. I went to the counter to pay for my glasses and leave. Whilst I was at the cash desk she appeared again to then shout at a member of staff behind me and said "why are you there, get to the front of the store", to which she then muttered something else under her breathe. She continued to berate other members of staff whilst the store was full of customers.

This is the most unprofessional and appalling behaviour I have experienced in a retail environment. It is evident that she has no respect for her customers or her colleagues. This demoralising behavior will definitely have a negative effect on their wellbeing and efficiency.

I understand that maybe staff need to be spoken to, however under no circumstances should this conversation occur on the shop floor, during trading hours in front of customers.

I am a blogger for retail and fashion design. I will be blogging about this outrageous experience that I encountered during my time at GUESS today.

I can also confirm that I will no longer be purchasing items in GUESS until I hear that this issue has been resolved.

I look forward to hearing from you,
King regards,

Ellen Smith

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3:43 am EDT

Guess refund

Awaiting refund for two items purchased on 24.01 returned and received in warehouse on 15.02
Order GEU465124635973
Talked to customer service numerous times. All they have to say that refund
Is pending and will be processed in timely manner, it's been over 8 weeks and its not resolved. Nobody got back with any updates, however it's been promised over the phone. CS unable to provide managers/supervisors details and escalate this matter further.
I received one email confirming that the gods has arrived to warehouse on 15.02 and refund is on the way. No other acknowledgemens has been received from CS. Extremely unhelpful and have no knowledge of what's going on. I requested refund to be processed asap. And I also cancelled large pending order, so i don't have to deal with this company ever again.

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5:00 pm EDT
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Guess geu301247337227 - refund required

This item was returned early Feb and has been confirmed as arrived. I am STILL chasing My refund. I have made endless telephone calls which nobody does anything about - I just keep getting fibbed off. I have sent lots of emails all of which have been ignored. The web page was
It has cost me time and money, even having charges on my credit card as the money has not been refunded.
I will take this matter further if I do not receive my refund by Friday 30 March.
I am absolutely disgusted and want not only my refund but also compensation for the messing about.

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, GB
Apr 18, 2018 8:54 am EDT
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I am having the same problem trying to get a refund for two out of three items I sent in February. I have received a refund for one item on the 2nd March 2018 and have been chasing for other two for nearly two month and still waiting for a refund of £90!
This is ridiculous how this has been handled and not being able to resolve a simply issue. Customer Service team have confirmed that shipment has been received and that the refund will be issued ASAP and nothing happened. I will never ever going to shop with Guess again! I even don't know if I will be able to get my £90 which is a lot of money for me.

, US
Mar 26, 2018 3:24 am EDT

Appalling customer service! Impossible to get refund! Been waiting for two months, called number of times, emailed, chattwd etc still nothing resolved. Orde GEU [protected]. Customer service useless and unhelpful, unable to escalate the issue and afraid to give manger, supervisor details. All I managed is to cancel pending order, so I don't have to deal with this company ever again.

7:47 am EST

Guess ladies guess handbag (backpack style)

Hi there,
I purchased a backpack style Guess handbag at a store in Singapore in June 2017 and I am very disappointed to report that by December 2017 the stitching has become undone on the side seam of the bag. I sent an email to one of the other Guess websites who asked me to send some photoswhich I did do and they subsequently advised me that they only deal with handbags purchased via "online stores". I have not heard anything from them since and I have emailed them again and agin but still no response which is very disappointing indeed.

My husband bought this handbag for me while we were on vacation in Singapore at a department store (price paid was £80). We currently live in Muscat, Oman and I have asked at the store here (at City Centre Mall) but they could not help me either.

I have also been back to the U.K. recently but again could not get any joy or contact for Guess complaints from the store there in Edinburgh.

Can you please let me know where I can send my handbag to be repaired or refunded as soon as possible ? As you can see I am very frustrated about this and not at all impressed with the customer service (rather lack of ) so far so I would really appreciate if you could get back to me very soon.

Many thanks
Elizabeth Flowers

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12:15 pm EST

Guess product

I have a problem, I bought a guess bag late 2014 at a cost of R4500-R5000, at the guess store in Eastrand mall, I'm so disappointed a quality leather bag is ripping to shreds now and the leather is peeling off, I bought this bag thinking it would last me at least 10 years. I'm very disappointed in guess, especially because I hardly use the bag because I use crutches to walk so I hardly use hand bags but prefer satchel now. I have a purse that I bought the same year as the bag and it's still I'm good condition which I use everyday, but the bag is messed up which I hardly use. What's happening ? I love your products but I'm so disappointed in the quality of such an expensive bag.

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9:46 am EST

Guess watch

Dear Sir,

I have purchased a watch 9 month ago from shoppers stop, Surat Gujarat India.
Leather belt of that watch literaly broke in nine month. Please not its not normal wear and tear it is literal broken. I have sent it to your company and not after 40 days they are asking for 2400 Rs for replacing the belt.

This is not at all done. A 13k watch broken in 9 months.

Kindly please replace the belt.

Gaurang Gandhi
+91 [protected]

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6:27 am EST

Guess monetary value of vouchers retained, not refunded

I purchased a handbag costing 132 euros on September 10th at Malta airport (on my way home to UK). Within a month it had started to deteriorate with the trim peeling off the handles (I see someone else experienced similar problems). On October 8th I contacted the company requesting a refund. They suggested I return the item to the place of purchase - not an option since I live in the UK! In the meantime a handle also broke. Eventually (email and correspondence history attached) the company accepted the return of the bag and offered a voucher to the value of £117 to use online only. I did not want this but eventually was forced to use it since it was due to expire and GUESS refused to offer an alternative. The goods duly arrived but did not fit - exactly the reason that I did not wish to accept a voucher in the first instance!
The good (boos and culottes) were returned and after a long delay my refund was credited to my credit card BUT only 98 pence of it, (the excess which I had to pay on my order on top of value of the voucher). £117, the value of the voucher has been withheld by GUESS who appear to be perfectly happy to retain my money. Furthermore they are adding insult to injury by ignoring my email communications. My letter to the MD (sent by recorded delivery December 22nd) also received no response.
Guess products are issued with a two year warranty against defects but this has not been honoured and retaining the money for an item which was purchased in good faith but proved to be poorly manufactured is, to my mind theft.
The communication history is copied below commencing with my letter to the MD. How can I pursue this case please?
13, Bracken Way
Flackwell Heath
HP10 9JX
Good Morning

I write concerning a faulty handbag which was purchased from Malta Airport on September 10th. Within less than a month the handbag proved to be faulty (the trim on the handles quickly began to peel and subsequently one of the handles actually broke). I immediately informed your customer services department of my problem (see below), and requested a full refund. Initially I was advised by your customer services to return the bag to the place of purchase. Clearly this was not an option since I was returning to the UK from Malta and unlikely to visit Malta airport in the near future; quite frankly I'm surprised that this course of action was even suggested.
I was informed that your company would review my case which could take up to 8 weeks (which is outrageous, the matter should be dealt with immediately!); this delay necessitated my purchasing a handbag for everyday use since I could not manage without one for that period of time. In due course (November) the faulty bag was returned to your company and I was issued with a voucher to the value of Eur 132. Whilst I appreciate this gesture I made it clear from the outset that I required a full refund for the item and in view of the fact that the faults developed so soon after purchase I am within my rights in requesting this, the bag fault was with your company's manufacturing standards, not with me!. As I write the most recent email which I have received states
‘We are glad to confirm you that the request you have submitted to our attention has been solved. Hoping to see you soon on our website, we remain at your disposal for any further request.
No it has not been solved! This is nonsense in view of my correspondence requesting a refund, NOT a replacement, your customer services department appear to be oblivious to all previous communications.
It is now 4 months since I made my purchase and what should have been a straightforward refund by your company has become a matter of huge frustration. I am not in need of a replacement handbag and, having seen the poor quality of your products, would not risk purchasing another one from 'Guess'. Your fashions are unsuited to people in the 60's age bracket and there is absolutely nothing on your website which appeals to me in any way. I am appalled that your company is attempting to force me to make a further purchase when the problem is with your manufacturing standards - I notice from researching customer feedback websites that other customers have encountered the same problem with this particular design of bag. You are retaining my money against my will and this is unacceptable. In offering a voucher you have acknowledged that I have a valid claim. Kindly provide the full monetary refund as requested and is my statutory consumer right.

I attach a copy of the email correspondence for your perusal, and would appreciate a prompt resolution to this situation. Thank you.

Yours faithfully

Janet Churchouse

FIRST_NAME>Janet [protected]@gmail.com8 IpAddress: 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.

From: Jan
Date: 9 October 2017 at 17:52:26 BST
To: "Guess.[protected]"
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.
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 >
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
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
We apologize for the inconvenience and remain at your disposal for any further inquiries.
Best regards,
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
December 20th
Dear Customer,
Thank you for contacting GUESS.
We are glad to confirm you that the request you have submitted to our attention has been solved.
Hoping to see you soon on our website, we remain at your disposal for any further request.
Kind regards,
GUESS Customer Service
December 22nd
Thank you for your reply but my request has not been solved at all. I made it clear that I require a refund, NOT an online voucher. Please see previous correspondence, this really is not acceptable.

Guess products are covered by a warranty, so you can return the defective item within 2 years from the date of receipt.
We will refund exclusively the products actually received by our warehouse.
Upon receipt of the defective item, if GUESS is able to confirm that such items does not conform with satisfactory quality standard, GUESS shall send to Customer an e-mail message confirming the acceptance of the returned defective item, sending to relevant Credit Institute or Paypal Account, within and no later than fourteen (14) days from receipt of the goods, confirmation to proceed to refund. Customer is entitled to a warranty covering any defects of the items purchased on for 2 (two) years from delivery, provided that any such defect must be reported to GUESS within 2 (two) months from relevant discovery.
January 10th

• Diana
Welcome Janet Churchouse, how can I help you?
• 15:35:05Janet Churchouse
Good afternoon.
• 15:35:42Janet Churchouse
Please can you tell me if I buy an item online and it is wrong for any reason can I return it to a UK store for a refund?
• 15:36:40Diana
could you give me your order number GEU, please?
• 15:37:24Diana
sorry for my mistake
• 15:38:24Diana
yes of course, you can return it.
when your parcel arrives to our warehouse, you will be refunded
• 15:38:33Janet Churchouse
I have not got one yet. The situation is that I have been issued with a voucher in lieu of a defective item. I really don't want this voucher as Guess fashions are suited to younger people but the voucher expires today. There is nothing on the website which is right for me but I am supposed to use this voucher somehow. Any advice please?
• 15:42:28Diana
you can use voucher for all guess products
• 15:42:53Janet Churchouse
I know that but I don't like them and would prefer a refund
• 15:44:48Diana
just a second please
• 15:47:13Diana
did you purchase the defective item online?
• 15:48:13Janet Churchouse
No on Malta airport but I'm not likely to return there any time soon.
• 15:52:02Diana
i kindly ask you to contact the store because we offer assistance for purchase that was made online.
if you receive it as a refund, it is not possible to change it
• 15:54:06Janet Churchouse
This is a nightmare, I can't contact the store, it's in Malta. If I buy something online and it's wrong I can't change it. Going back to my original question, can I return it to a UK store?
• 16:01:33Diana
Expert has left the chat
• 16:01:33Diana
routed the chat to another agent. Please stand by. (2)
• 16:01:33Dorotha

Expert has joined the chat
• 16:01:37Janet Churchouse
Are you still there Diana?
• 16:02:04Dorotha

how can I help you?
• 16:02:13Dorotha

I'm Dorota
• 16:04:14Janet Churchouse
Thank you. I have a voucher to use with your company but can not find anything suitable (the products are geared to a younger age group). I would prefer a full refund for the item which I purchased on Malta airport and was defective. If a spend the voucher online (It expires today) and buy something which I don't really want can I return it to a UK shop?
• 16:05:07Dorotha

If you buy somethin on line you have to return to us
• 16:05:15Dorotha

not to the shop
• 16:05:59Janet Churchouse
So what can I do to cash in this voucher please, there must be a way round this situation?
• 16:07:20Dorotha

you can use it for a gift to someone maybe?
• 16:10:09Dorotha

I'm really sorry about it
• 16:11:32Janet Churchouse
Not sure why I should give a gift of over £100 to someone when the product was defective. I feel very let down by your company in this matter, it should have been a simple refund for an item which proved to be defective within 28 days of purchase. Of course I am not able to return it to an airport store which is why I contacted customer services in the first place. I have written to your managing director but received no reply which is inefficient and discourteous. For the time being I would like the voucher to be extended please, I just can not justify spending that amount on something I don't want.
• 16:11:40Dorotha

We can not change it for liquid money
• 16:12:00Janet Churchouse
Why not, I spent liquid money on a Guess product?
• 16:12:21Dorotha

as the voucher was sent we can not change it any more
• 16:12:49Dorotha

We apologize for inconvenience
• 16:12:54Janet Churchouse
I made it clear from the outset that I required a refund so will happily tear up the voucher.
• 16:14:32Dorotha

I'm afraid this is procedure
• 16:14:58Dorotha

in case when the product is bought in stationary shop
• 16:18:12Janet Churchouse
The facts are clear, I purchased an item in good faith and it turned out to be poor quality (as acknowledged by 'Guess' in offering a voucher in the first place). Of course the voucher can be cancelled and a refund provided as should have happened in the first place. The issue with the shop is your company's problem, not mine since it was your product which was defective. I'm not interested in company policy, does your company really require me to make a purchase that I don't want simply to satisfy their protocol? What will that do for customer satisfaction?
• 16:20:12Dorotha

I'm really sorry about it, but we have this procedure and I can not do anything with that
• 16:20:33Dorotha

Please chek one more time our website and maybe you will find something suitable for you
• 16:24:38Janet Churchouse
I have. I am 63 years old and your goods are not appropriate. I appreciate your apology but it is not helping to solve the problem. I don't like your fashions, I don't need another handbag and would certainly not consider buying one after this experience. Kindly inform your manager of my dissatisfaction, I intend to take this matter further.
• 16:24:38Dorotha

Can I help you with anything else?
• 16:25:07Janet Churchouse
Hardly, you haven't helped me with this problem yet.
• 16:26:05Dorotha

Well I just follow our procedure
• 16:26:14Dorotha

I really apologize for that
• 16:26:35Dorotha

but i'm not able to do anything else
• 16:27:14Janet Churchouse
Your company is totally inflexible. Please copy this conversation to your manager, this is not the end of the matter.
February 10th
I am becoming increasingly frustrated with your company. You have received my returned order but not sent an acknowledgement. You have also not replied to my email of February 6th (see below). Would you kindly make the appropriate refund without further delay. Thank you.
Janet Churchouse

February 6th
Good Morning
I see that my parcel, [CASE:491013] has now been delivered so would be grateful if you would now provide the required refund. Thank you very much.
Best wishes

Dear Janet,

We are glad to inform you that the return for the order #GEU098385611736 has been accepted.
The reimbursement corresponding to the value of the returned articles will be credited directly to the credit card / PayPal account used for payment.

Credit Card Refund: the time required for the amount to appear available, varies depending on each bank, and therefore is beyond our control.
However, the credit should appear within two billing cycles, if not, we suggest you to contact your bank for further information.

PayPal Refund: the amount should appear in your PayPal account within 24 hours after the refund transaction was made.
Refund for payment by Cash On Delivery (COD): the refund will be issued following the refund method chosen previously, otherwise please contact us.

We remain at your disposal for further clarification through the following section on our website CUSTOMER CARE - Contact us.

Good Afternoon
Thank you for your email which I received today re CASE:491013 (see below) . There seems to be a misunderstanding with the refund total which should actually be £118.00. There was no discount, the goods were purchased with a voucher which was provided in lieu of faulty goods; that full value needs to be returned to me please. I see no reason why I should lose £117.02 (a considerable sum!) because the items for which I exchanged my voucher did not fit! Kindly refund the correct amount. This situation is becoming untenable, maybe GUESS is hoping that I will eventually write off the amount owing to me for faulty products however I have no intention of allowing your company to deprive me of money which is rightfully mine. It is beginning to look as if I will have to resort to taking legal action!
Janet Churchouse
Items(s) Qty Discount Price


Merchandise: GBP 118.00
Return Shipping Fee: GBP 0.00
Tax: GBP 0.00
Credit to: PayPal
GBP GBP 0.98

Good Afternoon

I write to request that you resolve my case without further prevarication. The facts are as follows:
• September 10th 2017 - I purchased a Guess handbag at Malta airport.
• Within a very short space of time the bag proved to be faulty and had to be returned to your warehouse (taking it back to Malta from the UK was not an option so I contacted your customer service department as advised on your guarantee information).
• Your company accepted that the bag was faulty and offered a voucher in lieu of payment. I did not want this since I had made the purchase in good faith, however I was informed that there was no alternative option. You were forcing me to make a further purchase with your company for which I had no desire.
• Eventually, due to your inflexibility, I was forced to order goods online in order to redeem the voucher.
• The goods duly arrived and but did not fit (exactly the reason that I did not want a voucher in the first place)!, so had to be returned (postage was supplied by your company).
• After a delay of several weeks the goods were received by your company on February 7th, however no-one bothered to let me know that they had arrived.
• Yesterday I was informed that you would issue a refund - of 98 pence for goods to the value of £118.00 detailing the remaining £117.02 as a discount! This is outrageous.
• This is exactly the reason that I did not want a voucher in the first instance.
• Your company is retaining the money which I paid for a poorly manufactured item.
• I have requested on countless occasions (see previous email history) that you recompense me for this situation.
Unless you rectify the situation without further delay I have every intention of taking this matter further, after all we are going back to a purchase last September. In the meantime no doubt social media will be interested in my comments concerning your company.
Yours disgustedly

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10:16 pm EST

Guess customer service and employee abuse

My Name is Rosa, I have been shopping at G by Guess for years and never had I experienced such bad customer service from the store manager Jessica. She was rude and very angry, she even shared a couple of bad words with me which I will not mention in respect to this email. She even being extremely harsh on her employees and one manager with dark hair who is very sweet and always helps me out. I cannot believe Guess has people like her working for this prestigious company, it should be an embarrassment. I hope this matter is taken care of immediately. Thank you

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, US
Jun 12, 2018 4:23 pm EDT

I am very disappointed in the treatment I received from Rafael at the Arrowhead store in Phoenix AZ on Saturday June 09. I purchased a pair of sandals in May. One month later they broke. I went to the mall and spoke to the manager on duty Rafael. He was very unsympathetic and not interested in helping me out. I explained that I had purchased the shoes about a month ago and showed him where they broke. He said "It's been over 30 days and you don't have a receipt, I can't help you". I asked him if he could look up my receipt and he said no. I asked him if he could use my rewards card to look up the transaction, again he stated no. I asked why he couldn't help me using my rewards card. He said "that doesn't help it only shows how many points you have". I asked "Doesn't it show the purchase date". He said Yes. After finally checking the date I had purchased the shoes one month an four days prior. The shoes had been broken for a week before i could get to the store. I said "its just past the 30 day mark can't i get a new pair." He said No Once the 30 days are up and without a receipt he can't help me. I told him i was disappointed in the quality of the shoes. When you buy name brand shoes/clothes you expect them to last more than a month. Unfortunately for me Rafael was unsympathetic. I have been a loyal shopper to Guess and G by Guess for over 20 years. If this is the kind of treatment i receive I would rather spend my money where I am appreciated.

8:16 am EST

Guess bad quality and still no refund

Worst customer service ever!
Bought some shoes end of Nov, took over a week to get them. Wear them 3 times and the heel brake! Like any cheap shoe would do right. I suppose they are only £100 shoes!
Had to contact customer service multiple time to be told to send pictures. I then got a return authorization (I just wanted a replacement but was told I had to get a refund and buy it again!). Shipped the product on Jan 24th and still waiting for my money back!
This is out of this world, we are in 2018!
I will NEVER EVER EVER buy from them again.

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11:08 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Guess handbag

I bought a guess handbag in india outlet for inr 4999 june 2016. I am using it on and off basis. But its material is peeling off now. As a product from a big company it's quality is not up to the mark. Please help me out by refund... Or service the product... I am feeling like that I m cheated by a reputed company. Generally big brands products perform up to the mark but guess poor performance has restricted me to buy it's products again.

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, GB
Apr 07, 2018 7:31 pm EDT

Hi, i am facing the exact issue with my Guess bag. Have your issue been addressed by Guess as yet ?

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About Guess

Screenshot Guess
GUESS Factory is a popular fashion brand that offers trendy and stylish clothing, accessories, and footwear for men, women, and kids. The brand is known for its high-quality products that are designed to cater to the fashion needs of modern-day individuals. GUESS Factory has a wide range of products that are available at affordable prices, making it a popular choice among fashion enthusiasts.

The GUESS Factory website ( is an online platform that offers customers a convenient way to shop for their favorite products from the comfort of their homes. The website is user-friendly and easy to navigate, making it easy for customers to find what they are looking for. The website features a wide range of products, including tops, dresses, jeans, jackets, shoes, and accessories, among others.

One of the unique features of GUESS Factory is its commitment to sustainability. The brand has taken several measures to reduce its carbon footprint and promote sustainable practices. For instance, the brand uses eco-friendly materials in its products, such as recycled polyester and organic cotton. Additionally, GUESS Factory has implemented sustainable packaging practices, such as using biodegradable packaging materials.

GUESS Factory also offers its customers a loyalty program, which allows them to earn points for every purchase they make. These points can be redeemed for discounts on future purchases, making it a great way for customers to save money while shopping for their favorite products.

Overall, GUESS Factory is a popular fashion brand that offers high-quality products at affordable prices. With its commitment to sustainability and customer loyalty program, the brand has established itself as a leader in the fashion industry. The GUESS Factory website is a great platform for customers to shop for their favorite products and stay up-to-date with the latest fashion trends.
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Overview of Guess complaint handling

Guess reviews first appeared on Complaints Board on Oct 21, 2009. The latest review Mixed Experiences with Guess Factory Store was posted on May 18, 2024. The latest complaint guess in london regent street was resolved on Oct 13, 2018. Guess has an average consumer rating of 1 stars from 212 reviews. Guess has resolved 11 complaints.
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  1. Guess Contacts

  2. Guess phone numbers
    +1 (877) 444-8377
    +1 (877) 444-8377
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    USA and Canada
    1800 048 377
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    Confidence score
    800 483 7387
    800 483 7387
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    Switzerland & Europe
    +81 120 823 788
    +81 120 823 788
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    +82 15 221 077
    +82 15 221 077
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    (877) 444-8377
    (877) 444-8377
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  3. Guess emails
  4. Guess address
    1444 South Alameda Street, Los Angeles, California, 90021, United States
  5. Guess social media
  6. Laura
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    Jun 13, 2024
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