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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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J
11:22 am EST
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Guess bad customer service and unhonest salesperson

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

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4:59 pm EST
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Guess sales crew named shahira

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

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4:04 am EST
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Guess cancelled my order due lack of stock

GEU101812995457 order number

hi my name is Dave Stannard

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

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

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

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

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V
8:09 am EST
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Guess unethical behaviour

Hi

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

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6:15 am EST

Guess refund for faulty product

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

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

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

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

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

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

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

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

Thank you for your help.
Best wishes

4 Attachments

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

Thank you
Janet Churchouse

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

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

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

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M
2:35 am EST

Guess not impressed

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

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R
7:26 pm EST

Guess cream color guess leather jacket I brought from macy's over two or three years ago..

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

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3:30 am EST

Guess manager behavior

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

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5:18 am EST

Guess delivery courier

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

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4:56 pm EST

Guess boots

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

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2:27 pm EST

Guess service at pismo outlet

I used to be an avid fan of this location and shop their at minimum twice a year and frequented the Fresno location when it was opened. On 10/25/17 I visited the Pismo location and was disappointed to find there wasn't much of a clearance section. I should have known the service would not be good as we were not even greeted upon arrival. We had just frequented the outlet in Las Vegas and we were excited to visit this one as it was the first time my fiancee had been to this location. I purchased 1 item and the cashier barely made eye contact and was patronizing in her tone as we interacted. I had to ask her to look up my account for rewards and I was surprised that she was very dismissive about my inquiry regarding my reward points. My fiancee was on the verge of telling me to leave the item and not purchase anything but I interjected and tried to rush the transaction. I was also surprised on her appearance as she had on a sports jersey that was pink and camoflauge but didn't look like what I would expect for someone working at a GUESS institution. Maybe it was in support of the game that weekend. Regardless, the interaction left such a sour taste I will NEVER go back to that store in spite of my shopping habits with the location.

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10:25 pm EDT
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Guess denim purse

I purchased a purse fro TJMAXX June 19, 2017. About two weeks ago I notice that the handles were beginning to fray. This upset me because the purse costed $49.99 plus tax. I tried to return the purse to TJMAXX but was told that because it was used I could not return it. So I decided that since I really like my patch work denim purse, I would see if you could repair it for me.

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6:04 am EDT
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Guess guess - cairo festival city

I bought a guess wallet from Guess Egypt in Cairo Festival City mall since around 10 months, after around 4 months I faced a problem in the zip, I went there and they said it will take around 2 weeks to be fixed as maintenance comes to branch on Saturdays to take and deliver after fixing .
I left it for 3 weeks after they presumed it has been fixed - I took it and next day zip was not working again! I went again and they told me problem is that no more maintenance place in Egypt and they got the product code to find a solution.. This was since 2 months and no respond AT ALL.
Bad experience with my past favorite brand but not now any more, no customer care, no after sale care.. need to change it ASAP.

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11:08 am EDT
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Guess gcaec9148020

I had a horrible experience online shopping at Guess. I never received my shipment in time for a birthday gift and there was NOTHING the sales team could do to help. I shop online at other stores all the time; I have no choice since I live 3 hours from the cities. This was my first time shopping online with Guess and I thought it would be like my experience in the store, but it was far from it. I will never shop online with Guess again and I told my friends and family about how unhelpful the people were and how little they care about making the customer happy...strange how you don't care about loosing customers and here I thought it was such a great brand! I asked for them to refund the money from the item I never received. The price was 56.70 but I only received $30 some dollars back into my account! Does this mean you don't refund for shipping fees? PLEASE refund the rest I REALLY DONT want to call the customer support line to address this issue because no one is helpful or understanding.

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4:08 pm EDT

Guess guess wallet purchased january 2017

Hi Guess team,

In January 2017 I've received a guess wallet as a gift from Guess Egypt (City Stars branch) then after 4 months the edges of the wallet started to lose its color and leather. Everyone advised me that i should return it back to the store and the store will support my case. So i finally decided to go to the store in August and showed them the wallet, they said they will contact guess customer care and will return back to me but they never showed up again. Then i went to the store again beginning of September so they said it was a sale season and they were very busy. So today i called them again and they said my case is rejected and its due to misusage (which is not true at all).
On the other hand, i've another 2 guess wallets since 2008 and 2015 and i've never seen such a thing with the quality of guess leather and my usage.

I do appreciate as a well known brand to contact me to be able to provide you with pictures for the wallet and my previous wallet from guess.

Thanks,
Merhan

Email: merhan.[protected]@hotmail.com
Mobile: +[protected]

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10:37 am EDT

Guess jacket

I tried to complaint to [protected]@guess.com, on sep, 4, w/o any answer.

Dear Attendant,

This jacket, photos attached, was probably bought in Forida by me about two years ago. After months of high 2017's temperatures in Brazil, i finally decided to use it back last June.

The product is completely destroyed, totally useless. What to do?

tks in advance...

Almir"

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3:56 am EDT

Guess terrible service

Don't know who thinks they are great, that they provide a good quality. They are awful, and many people will agree with me.
I placed an order consisted of 4 items, paid for it and a little later received an email from them stating that two items were taken off. But why would I need a partial package, moreover they took off items I really wanted to get. So I decided to just cancel the order. They refused saying there's nothing they could do because they already shipped my items. Great, but I don't need them. So unorganized, ready to give up when it's not needed at all.
No wonder so many people are disappointed in what you do. I'm one of them too. Just awful.

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12:59 am EDT

Guess poor customer service - employee charged my card 2 times and then would not let me take my purchase with me.

On 09/12/2017 at 6:30 pm I was attempting to make a purchase at the Woodbury Commons NY Store. I as rung up for 2 watches and a bracelet. During the transaction the salesman entered a coupon code told me my total was $156.76 and to enter my debit pin. I did as instructed at this time the computer froze. The salesman told me "this happens all the time" "I have to re-ring your purchase on the other computer" I stated that I was concerned the first transaction would charge my card and the employee stated that it in fact didn't go through and would not charge my card. I agreed to allow him to use the other computer and the same thing happened. The employee informed me that it wasn't me or my card that the system freezes like this "all the time." He then called over "Lisa" ( I assume the store manager but am not positive) Lisa called the "help desk." Lisa also told me to call my bank and see if the transaction went though. I called my bank (MHVFCU) and they verified that BOTH transactions went through my bank-(transaction #890595 and Transaction #5602). Lisa stated they would not be able to give me cash, that both transactions would be refunded by the next day (09/13/2017). Neither transaction has been refunded. I also do not have any of the merchandise I was attempting to purchase because they told me I would have to be rung up a third time. I had already paid over $300 for a $156.76 purchase with no items to go home with I certainly was not going to pay for said Items a third time. The extra charges that the employee put on my card and stated wouldn't charge my card has caused me additional bank fees on top of the fact that I am still minus the $303.52. I do not have a receipt from the store because Lisa said the system would not allow her to print one do to it being frozen. I was purchasing these watches as a gift and drove over an hour to go to the Guess store to make the purchase. I am very unhappy with this experience to say the least. Lisa and the associate acted as if it was no big deal however it is. It is even more so a big deal because of the steam roll effect on my bank account this is having. Please refund my money immediately! I also feel at this point due to the financial loss incurred I should be compensated with the watches or a gift card or something to make this right.

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8:45 am EDT

Guess guess handbag

I have bought a guess bag about 3 years ago from a cruise liner on board the Msc musica, I have bought other handbags and purse I am very disappointed as I bought so many bags from Guess but this bag which costed me €115 is falling with pieces of the letter and I cannot use it anymore, which for its price it is a disgrace. I have always stored it well. But still it is no more good.

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4:05 am EDT
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Guess guess watch

Hi,
I had bought a Guess watch on a cruise ship around 7 years ago and hardly used it, unfortunately the winder had broken from getting caught in my pocket when removing my hand from my pocket. I have just recently sent it for repair at Sequal uk on the 14/8, the customer service there has been very poor, I have been phoning a number of times and not getting an answer, I have emailed with no response. I have finally got through to someone today and they have advised me that the watch requires a new "crown" and as it isn't a UK version they will be sending it back to me without it being fixed as they can't get a part for it. so in essence the watch is for the bin!
This is very poor customer service from a high end brand where I have purchased clothes and watches in the past and to be treated like this is simply disgusting and with no feel for any customer care what so ever.
I truly don't understand why they wouldn't even consider contacting someone from wherever the country of origin is to try and source the part. I assume that you fix watches, right?
Also trying to find an address to write an email of complaint is almost impossible too…
I would like someone to get in contact with me to try and give me a better explanation than “we don't have the part”?

Regards

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