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WILL NEVER ORDER ONLINE WITH THEM AGAIN
"If I could give them a zero star, I would. When I placed my order online, I updated my shipping address to a different address I wanted it sent to. When the email confirmation came through, my old address was listed as the ship to address. I called customer service and was told they could not change it, but rather she canceled the order and then re-did my order. She did not include any discounts (Guess rewards of $20 and coupon code of 15% off) with over doubled the price I had originally paid. Not to mention she spelled everything in both of my addresses (billing and shipping) incorrectly. I called back for a second time after I received the email confirmation with double the price to completely cancel everything all together. He tried to talk me out of canceling by offering me some other discount that wasn't "quite the same" - which I refused. Now today I get a shipment confirmation that one of the items was sent out. Called customer service for a third time today to tell them and she said I have to wait for the item to arrive, then call them AGAIN so they can send me a return label - and then I can go drop it off at the post office to send it back. My bank account has been charged the full amount of both my original order, and then again for the second order (that was double the price of my first original order), plus each time there was an additional $1 charge - not even sure what that's for. I am completely annoyed and frustrated with every person I spoke to. I asked to talk to a manager today and was told "they are all in meetings". Please do yourself a favor and DO NOT order from them!!! "
Great for online discounts
"I go often in their regular store, so I know their items and it's so good to check occasionally for seasonal discounts. Delivery is quite fast (even to Slovenia) and you can return (free shipping) if there is something wrong with your delivery. Love it!"
Not interested in customer service
"Bought a pair of Guess shoes from The Bay (whole other story) only had them 2 months when a strap broke. I also purchased a Guess purse which started to peel at only a month. Spoke with some at Guess customer service and they basically said because I had worn the shoes there was nothing they could do....what am I supposed to do with them? Just look at them? Eventually the customer service agent asked me to send photos and someone would get in touch within 24 hrs....Still waiting..72 hrs later. Very poor customer service."
"I searched for a while for a bag with ID. No. HWMP6216230 in guess website and finally as it was available last night, I ordered it in guess website, and I also received the confirmation email. But, later they sent me another email with rejection content.I'm wondering to know how it is possible that I ordered a bag, and received the confirmation email, and finally I could not receive the bag.Guess shop online should have a responsibility for their customers, and they cannot easily cancel an order by an email."
DONT SHOP AT GUESS
"BY FAR the WORST online shopping experience. They have the worst policies, worst "customer service" reps, and the they don't take care of the customer at all. Please spend your money else where. "
NONEXISTENT service - AVOID!!!
"They promise free returns but they don't answer any messages, don't answer the phone! I paid for a product which looks awful in reality... I make a lot of purchases online and this is the first case of such neglect of customer care."
AVOID this Junk jacket and this company. 13 year old cheap winter jacket is warmer.
"I bought a GUESS jacket, 11QE5022, at a MACY's closing sale last year in March. We had a mild winter so I didn't get a chance to wear it. Foolishly bought it thinking MAJOR name brand, they'll stand behind it since it's not returnable. Wrong.I have a 13 year old Pacific Trail from Penney's(?), that was $80 on sale for $40. It's a better jacket. The sleeves of this jacket let air through them like a t-shirt. On a 30 degree day, my arms get cold and on a 20 degree day, I have to wear a sweater to keep my arms warm. Don't need to do that in $40 jacket unless it's 10 degrees and windy outside. JUNK! And GUESS won't stand behind it.I called GUESS and all they want to offer me is a 25% off coupon at their website. Other than that I can pound salt."
Zero Rating on Customer Service
"I purchased two Guess watches for my sister and her husband. I wasn't expecting any free gifts, but it was nice to know that I will receive a bag and an umbrella with my order. I was notified couple hours later that the free gifts were not available and that I should contact a Customer Care specialist so they can help me find an even-better replacement. I called the Customer Care and I was very rudely told by the lady that the offer was first come, first serve and they DO NOT have a replacement. I call this "Cheap Customer Service." First of all, Guess should not offer free gifts if they are not to give one out and secondly, they Should Not ask customers to contact them for a better replacement when they don't even have one to offer.Cheap marketing tactic and cheap customer service. "
DO NOT SHOP AT THE ONLINE STORE
"Quality has dropped drastically in the last few years. Bought a watch that's worth over 1k and it was sent broken. It was posted in a bag with no bubble wrap, no reinforcement or no fragile sticker considering ceramic watches are prone to shattering if they have not been handled with care. Took it back two days later still in its packaging and unworn. Guess refuses to exchange with the exact same watch that is currently in store. Makes me wait over 6 weeks while they "repair" it. Explained to them that I don't want a refurbished or repaired watch as I was given a faulty item and it was not done through my error. It is within my rights to either get an exchange or refund under the Australian Consumer Act and they won't do either. Still don't have the watch, money has been payed over four weeks ago and no one is willing to help because it is inconvenient to them to assist me in any way. I am disgusted! Now going to seek assistance from the bank to reverse the charges and in the meanwhile I am in the process of escalating this with the ombudsman. Such a shame as I have bought many of their GC Swiss made watches over the last three years for my partner and now I want to throw them all out so he no longer represent their store when he leaves the house wearing them."
"Awful. Awful awful company. I purchased a watch from them and it was mailed to me broken. I was going on a long vacation the next day and had no time to mail it back. By the time I remembered, 30 days had passed and I could get no refund. Great, now I had to pay to mail it so they would fix it for me under warranty. After a week, it was returned to me, still broken. AWFUL company. "
"I purchased a watch at the Guess store in Guilford Town Centre in Surrey BC last year,and paid a lot for it as I wanted a watch that was waterproof this one was to 100 meters but sadly water got in ,so went to the store,they told me they just sell them they don't have anything else to do with them ,slapped a envelope in front of me told me to mail it to get it repaired at my cost mind you. I found all Guess is interested is in selling not standing behind the products they sell,and absolutely no customer service one you leave their store. I was totally unimpressed if I had known that was what their service was would of bought my watch at a watch store where they do stand behind their products,or at least deal with it,not having the buyer do it all. Had to mail off my purchase receipt all I have is a ticket # J06780"
"I recently ordered a pair of jeans offline and used my reward points that I had. Unfortunately, the jeans didn't fit and I needed to exchange them. However, when I contacted Guess I was told THERE ARE NO EXCHANGES?! I'm not sure what kind of clothing company does not do exchanges... I returned my item. I contacted Guess a few days later and had told them what happened to find out THEY DO DO EXCHANGES. I asked if I could receive my award points back (since I have been spending so much money there) and was told they would not give me them back. This company has the DUMBEST policies and workers who give out false information. I have spent hundreds of dollars with this company and due to this poor customer service I will never spend another dollar with them. BYE FELICIA "
"Order gets shipped in 3 days after the order gets placed. That's OK speed. No mistakes on my orders and I returned in the store so there were no problems. Just know that their return policy is 30 days.35 days later I noticed that they have a sale going on, that contains one of the shirts I bought, so I called them and asked them to price match, and they did."
"I love this online store. The selection is great and they display their products VERY well. I love shopping on this site because they always offer great product quality and exceptional service. I have never had to call to trace my order. I love Guess for their style and trendsetting fashion. Highly recommend this site if you have no time to visit the store."