Complaints

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

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

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• 

  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

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  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:09/12/2022

  Type:Customer Service 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.

  September 12, 2022I return a dress I brough from Guess on September 2, 2022. I was given a label to return it to *** store. I called on September 7 and was told they had receive my Return but it has to go back to the warehouse before I refund can be issued. And that would take ten more days. I explained to the customer service person that I wanted to buy another item and it should not take two weeks to get a return when you have receipt that the item has been retuned to you. I will never buy another item from Guess because it takes to long to get a Refund. It is September 12 and I still do not have my Refund. I want my Refund of $56.39 since they charge me $6.95 for the return label.
  

  Business Response

  Date: 09/28/2022

  Consumer Response /* (2000, 10, 2022/09/27) */
  September 27, 2022
  
  I finally got my refund from Guess on September 19,2022 after almost three weeks. I will never order from Guess company again. The Only reason I got my refund is because I filed a complaint with the *** on them.
  
  
  Consumer Response /* (2000, 14, 2022/09/27) */
  September 27,2022
  
  I did receive my refund after almost three weeks from Guess. I will not order from them again.

• Initial Complaint

  Date:08/21/2022

  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.

  Order Number: ************* Cashier (for both purchase and return): ****** Register: ************* On May 12th, 2022 I purchased the ** SS ERYNN DR**S (*************) for $128.00 using my credit card in store. The dress was purchased in the ****************. I returned the dress in the same store on May 28th, 2022. I was asked to insert my card into the chip reader. Upon doing this, the cashier appeared to struggle with the register and took over 10 minutes to process my return. She then told me the money should go back to my account within a few days and to keep the receipt just in case. I waited a while for the return but never got the money back. I returned to the store on July 30th asking for them to give me my money back. I was told to call the customer service line. On August 3rd, I called customer service and was told that my return receipt was a receipt for a cash return, so they could not give me my money back. I called the manager of the store and she also refused to give me my money back, stating that she tried to check the cameras to confirm I did not leave the store with cash, but they did not have footage from two months back. She also stated that the register would have reflected an overage of $128.00 if I did not get any money back. This is false, as I did not leave the store with cash and expected the money to be returned in the original form of payment (credit card). Their return policy states: "Refunds for returns of full price merchandise will be issued in the method of original payment." Over the phone, I requested that the manager speak to the employee who processed my return to confirm that she issued me an incorrect receipt reflecting cash return. She promised she would check with the employee and call me back, but never called. This store has been extremely unprofessional, irresponsible and blatantly lied about giving me cash back. I have attached both the original purchase and return receipt for reference.

  Business Response

  Date: 08/25/2022

  Contact Name and ******************** Supervisor
  Contact Phone: ***********
  Hello ******,
  
  We have sent you a email resolve your complaint.
  
  We look forward to your response ******.
  
  Thank you for choosing Guess?

  Customer Answer

  Date: 09/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business sent me this email and noted that I would be contacted by the District Manager within 48 business hours. No one has contacted me regarding this. They also said they would see if the camera footage can be reviewed, but I already stated that they told me it was not available.
  See Attachment/File: Stores - ********.eml

  Business Response

  Date: 03/09/2023

  Hello, 

  The customer has been assisted by the store District Manager

  The customer reference number is ******** if any further questions are needed. 

  Thank you. 

   

• Initial Complaint

  Date:08/07/2022

  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 $165.61 from store #**** on 04/30/22, ticket#*****. There was a t-shirt which I hadn't wore because I bought it for an upcoming trip in July. Fast forward to the day I started to pack for the trip, I was devastated to see a hole on the back of the t-shirt. Since It is unworn and was still in the bag with my receipt in it I thought that I can simply go back to the store and exchange it for a non-damaged one. Sadly, I was not able to go back to the store until after I came back from my trip. So once in the store on 07/30 and explained the situation to a salesperson and showed her the hole on the back of the t shirt she responded that the hole was probably made by the insertion of the security tag and that whoever put it in that spot damaged it since they would typically be placed on the collard area. I then asked her if I could exchange it, she looked at the receipt and told me that it was past the return exchanged window and she would need her manager's approval and if Oked, the new item would have to be the same price of the item which was $49.00. She then went to talk to her manager and I proceeded to look for the same t-shirt but I was not able to find it in the store. So while browsing more the salesperson approached me and says that the t-shirt I am returning smelled of laundry, I remind her that its unworn & unwashed. She replies that it was probably my deodorant and that it sometimes stays with the clothes people try on and her manager's approval still pending. So a few min. later she says we are ok to exchange. So then I asked if ok to select an item few dollars more expensive we were told k just pay the difference. However at checkout I was informed that because the T-shirt was now on sale our credit was $17 and not the $49 ($52.19 with tax) we had originally paid for the damaged item. We declined the exchange, utter waste of 1 hour. I'm disappointed; Guess sold me a damaged product and refuses a fair exchange, at this point I just want a Refund.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/08) */
  Hello ******
  
  We have sent you an email in regard to your complaint.
  
  We look forward to your response ******
  
  Thank you for choosing Guess.