Complaints

This profile includes complaints for Guess?, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Guess?, Inc. has 35 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Guess?, Inc.

  1444 S Alameda St Los Angeles, CA 90021-2433

  
• 

  Guess?, Inc.

  2280 City Park Drive, Unit 3 Silver City Centre Ottawa, ON K1G 1G1

• 

  Guess?, Inc.

  Rideau Centre 50 Rideau Street, Unit #346 Ottawa, ON K1N 9J7

• 

  Guess?, Inc.

  1385 Broadway New York, NY 10018-6001

• 

  Guess?, Inc.

  10610 Freeport Drive Louisville, KY 40258

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order date : Mar 15th 2024 Order shipped : Mar 16th 2024 Amount charged on : Mar 17th 2024 Amount paid : $165.19 After ordering the item on Mar 15th, I kept on waiting for the email confirmation for order pickup. I never received any email. Initially, I thought there was a delay and kept waiting.I called the Guess customer service early June. I was told that the item has already been picked up and if I return the item, I will get the refund. I had not picked up the item and was very confused with this whole situation.I went to the *** store where I was supposed to pick up the order. Initially I was told the order was not there. But after looking and re-looking, order was found & I picked it up.I went to the Guess store to return the item and I was told that it was past the return date and I should call the customer ************** should send me a return label to return the item.I called the Guess customer service and they refused to listen that there was no email communication about the order and I did not know if it was ready for pick up. They said it was *** Store's responsibility to send me that email.Now, I am stuck with the item. I told them to check when the item was picked up but they do not want to talk or listen.Pl. help me get the refund.thanks,******

  Business Response

  Date: 07/02/2024

  Hello ******, 

  We have issued a return label for your purchase GUS01245412 and sent you an email with instructions on how to return your item, once we have received your item at the distribution center, we will assist in refunding your order. 

  If you have any further questions, please reach out to ************** and use reference number 00802586

  Thank you for choosing Guess, Have a great day! 

  Thank you,

  Guess Management

• Initial Complaint

  Date:04/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a dress as a wedding gift for a dear friend and arranged for it to be picked up by her at a *** station. When *** called to notify me that it was ready, they mentioned that I needed a release code. Despite being informed by Guess customer service via phone and chat that no code was required, *** refused to accept the invoice number as proof. I reached out again and a representative named ****, ID 4448, attempted to assist me but kept placing me on hold repeatedly for 40 minutes. Eventually, he stated that there was nothing he could do and promised to call me back. However, I never received a callback from him or a supervisor. Consequently, I am unable to access the package. Why did you deceive me by claiming there was a release code when there wasn't? Now I need to return this package.

  Business Response

  Date: 04/24/2024

  Hello *******, 

  We are sorry you had issues at your local *** to pick up your Guess Order. 

  We have issued a refund back to your credit card ending in 6948 ($72.14) on 4/22/2024. You will see your refund within 3-5 business days reflect back onto your credit card. 

  Kindly note that future orders that are to be picked up must have the name of the person picking up added to the order, Guess does not have a release number as this is not a process we have in place, and this comes from *** corporate. We have provided this information to *** customer care for their training and development when it comes to in store pick up orders.  

  Thank you for choosing Guess ******* have a good day! 

  Guess ************* Supervisor

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my children to the guess outlets during Christmas vacation and they held my children hostage, adult and youth claiming that I stole some sun glasses. I was mortified. I went in to look at some sunglasses and the line was very long. The line was right where the sunglasses were located and there was no staff available. I asked my son to get me down a pair of sunglasses and he did with a stool, when I went to a mirror to try them on, I decided not to get them because the line was way to long. I left the store and they were behind me and then I went outside ad they did not come outside. I saw them at the door and waved for them to come out and they said that they couldn't that the lady wanted her sunglasses back. Are you kidding me, I am Christmas shopping with my children and they make me come back inside the store accusing me of stealing, I showed them where the glasses were in front of all of the customers in the store and they did not apologized at all. I am 50 years old and have been wearing guess since I was 15, these people that you have running your outlet store in ******, ** need to be dealt with, I will never go there again and I was so embarrassed and so were my children. This is disgusting harrassment.

  Business Response

  Date: 02/05/2024

  Hello ********, 

  We have reached out to you via email and phone February 1st & 2nd, ****, we have received no response.

  Your reference number for your Guess Concern is 00743944, for further assistance please respond to the email sent by the district manager or callback from the voicemail left from ****** to discuss your negative experience. 

  Thank you for choosing Guess ********! 

  Thank you, 

  Guess ************* management.

• Initial Complaint

  Date:01/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased **** shorts at the Guess store while visiting friends in *******, **, when I came back to **, i noticed they did not fit so i took them to the Guess store in my hometown which is in *******, **.. that store told me they could not exchange or provide me a refund that I would need to send the merchandise back to ******************, I had to then contact Guess main factory which i was sent a label to return the item, I did and was told I would receive a refund, this has been since November and I still have not rec'vd a refund and its January, they have my merchandise and I still don't have my refund.

  Business Response

  Date: 01/31/2024

  Hello ********, 

  We have assisted you reference number 00664231; Your mailed check is being processed. 

  If you have any questions, please respond to the email thread where we have assisted you with a resolution, we would be more than happy to assist with any further questions or concerns. 

  Thank you for choosing Guess! 

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21158811
  
  I am rejecting this response because: This matter has been going on since originally October 2023 when I first attempted to exchange the item at the Guess store and was unsuccessful in doing so, in November 2023 I was told my refund check would be processed and mailed in 6 weeks, your company failed to do so, this is the second time I have been told that my refund check is being processed and will be mailed, I am unsatisfied with how all this is being handled, your company received their merchandise in a timely manner, I am requesting my refund check to be processed and sent in a timely manner as well.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an online order for pair or 7size women shoe and a mens logo bag. Nothing was delivered personally to me. Your company delivered had it delivered and was delivered and left in an apartment lobby area that is public.Extremely upset as ****** is a lot to someone who is a single parent. My order number is 7QT40DXG-1

  Business Response

  Date: 01/18/2024

  Hello ***,

  Thank you for choosing Guess! 

  We see that your order issues have been resolved via reference number 00734592 

  If you have any further questions or concerns, please feel free to reach out using that reference number. 

  Thank you,

  Guess management 

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a sparkly two piece from the Guess store at ******* ***************** on the 28th of December for New Years Eve that I was very excited about wearing. Unfortunately, when I was getting dressed on the night of December 31st, I saw that the security tag for the top was not taken off. I was immediately demoralized. I wasnt going to be able to wear this expensive outfit that I bought specifically for that night. It was too late by then to take it back to the store, all the stores were closed. My boyfriend saw how sad I was and tried to take it off so that I could still wear it, however, there was ink in it, and some of it spilled out. We then decided to give up and I tried to find something else to wear. I was so disappointed.On January 3rd I went to the Guess store at ******** to exchange the top, but they told me I have to go to the store where I bought the item originally. I then went to the Guess store at ***************** and explained to an employee that I couldnt wear the top because the security tag was left on and that we tried but couldnt take it off. The employee refused to give me an exchange or a refund because I had damaged the item by trying to take the tag off. I told her we tried to take the tag off to fix their mistake so that I could actually wear it for the occasion I bought it for. She had no sympathy or apology, no offers of remedy or compensation, and proceeded to blame me for trying to do their job that they messed up. She then went to the back for a minute, told me she talked to the manager and that the manager agreed with her, which I now believe was a lie in order to dismiss me. She didnt even offer to take the security tag off! Everyone I know, including those working at other stores, are shocked by how I was treated. Absolutely terrible customer service.

  Business Response

  Date: 01/16/2024

  Hello *****,

  Thank you for contacting Guess, we are sorry to hear about your negative experience and have reached out via email to help with a resolution! 

  Reference number 00737729

  we look forward to speaking with you! 

  Thank you, 

  Guess Management.  

• Initial Complaint

  Date:12/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a gold watch band for my guess watch I had previously bought. Via phone call. I gave my credit card information and all things pertaining to the order. This was on October 25 of 2023. I received a billing statement 2 weeks later on my account that the transaction had been made. During this time period I have inquired about the watch band on several occasions, talked to different customer service representatives and they all assured me that the band was in the mail and should arrive shortly. They have my email address, street address, and phone number, and conformation number but they can't seem to send me a correspondence to any of them regarding a tracker number or an simple statement on paper verifying the package. I informed my bank of the transaction and they told me wait 2 weeks for the merchant to respond. It's now a week before Christmas and now they are telling me the post office had a mishap and sent the package back to headquarters, they also stated that my package will not be shipped out until after Christmas. I'm very disappointed with the service and I just want my watch band because it's one of a kind and no other band will fit it besides the manufactured one. I'm in need of assistance please.

  Business Response

  Date: 01/02/2024

  Hello *****, 

  Thank you for contacting Guess! 

  We have reached out to assist you via email on file to help resolve you ordering concerns.

  Reference number 00727382 

  Thank you,

  Guess ************* Supervisor 

   

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an extremely poor experience and witnessed very unorthodox sale practices on 12/12/23 at the Guess located in ****************.Employee #1 unlocked the fitting room door, allowed me to enter with a jacket, bodysuit, and jeans.I asked my partner to hand me the same jacket in a different size, at which point an employee starts incessantly knocking on the fitting room door while I was changing telling me that there is a store policy (not displayed) which states no jackets in the fitting room. The employee keeps harassing me although I communicate that I cannot come out at the time. I tell Employee #1 that I wish to speak to a Manager about this behavior. It turns out the Manager was the person incessantly knocking on the door. During the dispute several issues arose.1) Employee #1 blatantly lied about the fact that she let me in with a jacket, stating a different version to her Manager in non-English language.2) When I point out that they can pull the security footage from the camera which points to the fitting rooms, Manager insists its a fake camera.3) The items are marked 30% and 60% off, which the Manager verified. When we were checking out she tried to charge me full price for both items. When I pointed it out, she took the 60% off one item. I had to point out that she did not take 30% off the other item, at which point she took 30 cents off the other instead of the 30% (~$15) and told me it was fixed. I was lucky to catch this while walking out! This is a very unorthodox sale practice since many customers who visit this location are tourists and if they do not check the total and receipts THREE TIMES, they would get scammed. I informed the Manager that she needs to fix this issue at which point she simply blamed the computer with no indication of doing anything about it for future customers.I also find it unacceptable that employees and managers can blatantly lie to customers and would like to know how Guess will address this situation.

  Business Response

  Date: 12/13/2023

  ******************, 

  We have assisted your complaint to reach out to the District manager of the location shopped with reference number 00712700. You will be receiving contact within ***** business hours to resolve your inquiry. 

  Thank you

   

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 2023 my wife and I went to guess store at ******************* mall in ************* *******. She bought a leather jacket and I bought a shoes. We are a loyal guess customer and we frequently shop at that ********************** store. We never had a chance to wear what we bought until last month when we were invited to this party and we decided to try them out for the first time. To out surprise both the jacket and the shoes were peeling off and we were very disappointed as they never been out of out closet. We tired to call customer service and explain the situation but they werent very helpful and we are passed their return deadline. We also went to the store we shopped at and they werent helpful either. Were very disappointed at how low the leather quality is and we will never buy anything leather from guess anymore.

  Business Response

  Date: 12/13/2023

  Hello ***,

  We have responded to your inquiry with an email sent to the email address you provided.

  We look forward to your response!

  Reference number 00712818

  Thank you,

  Guess ************* Management 

  Customer Answer

  Date: 12/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This transaction is from June 26th for the amount of $1,999.20. I have been calling countless times to get an update on my return. After spending several hours with customer service I get told ********************** cannot locate my return. I got in touch with carrier Guess prescribed to me to do my return with and they confirmed they delivered the return back to the warehouse on July 31st. I don't understand why I am being punished because the carrier of your choice either had issues or your warehouse has issues. I have attached my return label and the return tracking below.

  Business Response

  Date: 01/10/2024

  Hello ******,

   

  Thank you for taking the time to reach out to us regarding your most recent inquiry.  We would love to further assist you.  We are sorry to hear you had an unpleasant experience with our customer care team.  We would love to further assist you.  Can you please confirm the email address and phone number used to place your order?  We are looking forward to your response.

   

  Thank you

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 20596505
  
  As requested here is the information you asked for.

  business asked for email id and phone number.

  Phone number: **********

  Email id : *****************************************************

   

   

  
  Sincerely,
  
  ****** Karasudula

  Business Response

  Date: 09/20/2024

  Hello,

  Please close out this case as the customer has been assisted via reference number 00632368. No further assistance needed.

  Thank you, 

  Guess Customer Care