I have never hung up the phone content after speaking with guess customer service, and I have been a loyal guess shopper since I discovered the brand years and years ago. I love the style of their clothes but I wish I could find another brand similar so I don't ever have to deal with the customer service. I am a huge shopper and rarely ever return anything, the one time I went to return a gift I bought my sister for her birthday from Guess online, it had to be sent to the warehouse(the store was closed due to covid) they sent it back and accused me of having used the two items, even though in front of my eyes my sister put it on to try the size(She always wears XS at Guess, so do I and I am bigger than her. The product was abnormally small for guess. She is a size 0 and the XS looked like it belonged on a barbie doll, as if someone shrunk the piece of clothing. That wasn't even normal for Guess clothing) anyway, my sister said it was too small, i folded it and put it back in the bag it shipped in, tags still on and it still being completely brand new, I didn't touch it until I shipped it out. Later I got an email saying I got refunded for only 1 out of 3 items, so I called and the lady on the phone told me it looks like they shipped back two of the items because they were worn. I lost it from being in shock of how that is even possible. I had to be on hold for so long and talk to so many people, the problem never got resolved through customer service. All they kept doing was blaming other people and basically saying there's nothing I can do about it. They completely changed my feelings about the brand. They proved so much to me that they don't care at all about customer satisfaction with them or the brand AT ALL. Also, they even charge to return packages during the Corona, while other companies that are cheaper than guess were bragging about free returns online since their stores were closed. I was so lucky that I called my local store to see if they had opened yet(even though the guy from customer service on the phone told me they were closed), the store answered and told me they were open and to come on in and they'll see how they could help me. I told them the issue and showed them the clothes when they arrived from being sent back from the warehouse, they were just as confused as I was and went out of their way to help me after I explained how much I had to go through in circles and being accused of what was clearly wrong. So anyway, that is just ONE example of horrible Guess customer service out of many that have happened. I really understand if some companies don't follow the"customers always right" thing, when I worked in retail I wanted that to be a thing. But when the customer is actually right and they are 100% blaming me for something I did not do, how do you even react to that? I can't even describe the feeling. It's one thing if it fit me so I'd keep it just so I don't have to deal with the horrible customer service on the phone, but it was expensive and couldn't fit anyone I know either and I just wanted my money back! I had ordered a size up for my sister already before sending the packages out. That money was only spent for her birthday. For anyone curious what it was, it was one of their newer workout tops. I attached a photo of the tops right when I received it back from them...
One more thing, don't ever expect a response if you email them through their website. I have never gotten a response from that, and expect to be on the phone for minimum 30 minutes from being on hold for so long and if you're lucky you won't get disconnected AFTER waiting that long on hold.:)

I give them two stars only because I love their clothes. One star for customer service. If you tried something on in the store and nothing is wrong with it and you love it, thats great! Just be careful if you order something online and for any reason you have to deal with customer service. Just avoid any reasons of having to get in touch with them and you'll be fine. I used to talk so highly of Guess until I had to deal with their customer service

I wish there was an option for zero stars, because that reflects the quality of service you will receive here. The gist of my despicable experience essentially is, I have placed THREE orders with GUESS Factory for one single pair of cute sandals. Why three? Well the first one, the sales associate at Heartland GUESS ordered the wrong pair. The second order? The right pair was ordered, but then I received an email from GUESS stating my order was canceled due to the item no longer being available. I called customer service, where a phone rep had said the sandals were available and that he could order them for me. Yay! Guess what? They never came. Except this time, the third time ordering these sandals, I never got an email stating that their arrival was a pipe dream. Oh, and I also never got any emails stating my refund was being processed. So here I am... sandal-less, and also, money-less too.

Today, I called into customer service again, asking for the status of my super-hard-to-get sandals. This call was 56 minutes long. Lovely. I was informed that they are fully out of stock. I was also informed that most of my refund will be on a E-merchandise return card, and the remainder back onto my MasterCard. Why's this you may ask? Well on July 13th, when the very competent GUESS Heartland employee placed the wrong sandals on order, he insisted instead of me doing a full refund (for a different item), and that I carry my funds forward and do an exchange for the sandals. Silly me, I said yes and paid the remainder on my MasterCard. Due to this, the GUESS company has been very firm on returning part of my restitution via E-merchandise (basically a gift card) and $5 (the amount remaining I paid for) on my MasterCard.

To conclude and summarize my world class experience with GUESS:
1) Heartland GUESS Factory sales rep placed the WRONG sandals on order, insisted I did and exchange, which after all of this, equated to me not getting my money back on my original method of payment, but on a E-merch card
2) The wrong sandals were returned to Heartland GUESS, the correct ones were ordered by their not-so-friendly manager, Manesha
3) The correct sandals were out of stock and my money was refunded on MC and E-merch card
4) After speaking to customer service, the correct sandals were placed on a third order, using my MC and E-merch card
5) Lo and behold, the sandals were still out of stock and I was never notified
6) I had to call back into customer service to figure out where my damn shoes were. They weren't anywhere. They were out of stock. And I am out of patience.
7) Most of my money will go onto a E-merch card... So I GUESS I'll just have this gift card that'll collect virtual dust forever, since I will NEVER RETURN TO GUESS!

Anyhow - if you're still reading, I emailed customer care to file a complaint and also to applaud the phone rep who had been very helpful at the time.

PS: the reply I received was very dismissive. They didn't do anything to rectify wasting 2 months of my life, and for not refunding my funds onto my MasterCard, which I had originally used to pay with. I GUESS I'll be trapped with this E-Merch card. ¯\_()_/¯

If you want to be SCAMMED or TREATED like an INSECT, by all means. Please, ship the money to this HORRIBLE company. First... I purchased some sneakers, which didn't fit. So, I figure they would give me a return shipping label that THEY would pay. Since, they are a multi-billion dollar company. Yeah, not a chance. They tried taken the $6.95 out of my refund. Even though, I'm making an exchange. Finally... after multiple emails NOT being answered, they contacted me to say that they will refund me the $6.95. Damn, straight they did. I demanded it and they served it. After all that, about a week later. I decided to purchase some hoodies. I purchased 2, received 2 BUT one was wrong. Thrilled about the one and confused about the other. Which, I'll get into in a bit. They send me a PAYED (yay!) return shipping label (yippee). So, being they have such an amazing policy of us the customers put up the money to buy the hoodie you want. After I made my purchase, I noticed they are shipping me the SAME WRONG hoodie. Yep, you guessed it! Basically, the hoodie's title (name) was swapped with the one I received in the mail. So, did they price. Very strange. The worst part about this was buying the damn hoodie on BLACK FRIDAY, so the price was 50% off a $100 hoodie. Bang Bang, give me that deal. Yeah, right! Not a chance. They told me that they can't give me that hoodie for that price, that they would sell it to me at the price at it's at with a 10% discount! So, that means I'm tipping them $11 for their horrible service, for me getting stressed out, to tip them for their mistake. PSSHHHHH Imma STFU, now. But before I do, Hey Jackass?... Jacky?... Oh, IIIIII... DO NOT apologize. Mr. SUPERMAN "supervisor" Jack! He is who I spoke on the phone, who had the audacity to BLAME ME for everything... and NOT SEND ME THE FREE HOODIE I INSISTED YOU SHIP ME at the end of our convo. I'll remember that Jacky Boiiiiiii!

DO NOT BUY GUESS!

I have been a customer of guess since 1986. I am becoming get very disappointed in some of the quality of their products. It seems like as years went on the quality has went down as prices have stayed the same. I also noticed a rapid change in customer service as well. I like to shop both online and in store. One of the biggest problems is that you can not exchange merchandise in the store they have to credit your account back making you wait for almost 7 days to get your money back and even longer at times to wait for the return label and processing. The last three purses I bought for over 50.00 came undone in weeks and the sizing has been way off depending on where it is made causing a major headache because when you buy one size your size and you get it finding out it was made in China and not really a size 12 but a size 7 it becomes a huge headache trying to return it or exchange it. I really Guess clothing but I am starting to feel like the headache and risk is no longer worth it and I can honesty say that almost 75 percent of my clothing is Guess and now I am like do I really want that is it worth the headache I may get. I have had several issues with customer service saying one thing and the Gilroy outlet store saying another and Both making me look and feel stupid because both have different answers and are definitely not on the same page. The funniest thing is when they say we will give you free shipping on your next order when you are a frequent flyer and get free shipping anyway because of the amount of money you spend there yearly. I have become so aware of the services that the only clothing I can trust to be the right size is Rylan made clothing from them. I believe I have every country covered in my wardrobe from them. I am now searching for a better quality clothing brand and a better quality customer service it's too bad they do not listen to their customers because this old customer spend anowhere from 5,000 to 8,000 a year there. This is where birthday and Christmas presents came from for everyone else in my life not just myself. If there are more customers who feel the same as me they will not last much longer it eventually adds up and who wants to pay 30 to 60 dollars for something that falls apart in weeks when they can buy three of the same items at Walmart and have a better chance of survival. It's sad how their customer service went from 100 to 10 in 30 years.

Poor customer service

Fast shipping

BUYERS BEWARE! GUESS SCAM!
I went shopping at the Dolphin Mall outlet shopping in Miami when I was over there recently. They clearly have a scam going whereby they are placing only one shoe in a shoe box with another black plastic shoe shaped item that looks like a shoe so that customers get scammed thinking there are two shoes in a box.
When you then contact GUESS in America they tell you they have no "International Policy" so the only thing they can do is send you a useless cheque that you cannot bank anywhere but in the US. Given most of the customers at the outlets are from overseas (Most of the people on our shuttle to the Dolphin Mall were hotel pickups and were from overseas) they think that the customer won't have any recourse. No doubt they are collecting extra pairs of shoes and selling them either in store or somewhere else!
I am not sure why an international policy is needed to simply just send me the other shoe that I purchased and paid for! Apparently though it is all too hard for them to get the other shoe from the store, walk to the post office and put in the mail to me.
I am sure this has happened to others as well!
Given I am a long time GUESS customer both in Australia and each time I visit the US, I am shocked that they refuse to sort this out! The only response I had from GUESS Australia was that they would give me a $25.00 voucher to use on my next purchase. Sorry but the shoes cost a lot more than that and the fact that I only have one shoe is USELESS! Given the refusal to sort this issue out, I can only conclude as above, that this is a SCAM that GUESS or at least some of their staff are involved in, in ripping off overseas customers.
BTW this was all part of a much bigger purchase at the store that day, not to mention I went shopping at two other stores in Miami and regularly shop in their Australian stores (two of the stores closer to me have shut down in recent times)!
It is more than 2 weeks since I raised this with GUESS and I have had no real solution put to me other than the cheque that cannot be banked in Australia. ALL I want is the other SHOE! If they do not have the other shoe and these shoes are all sold out, then offer me an alternative pair of shoes that are similar! I want to be a GUESS customer, I want to wear my GUESS shoes and promote their brand. I want to use my GUESS handbags and wear my GUESS clothing but clearly GUESS do not want LOYAL CUSTOMERS!
Save yourself the drama. From now on I will spend my money elsewhere.

Bags dresses and more! I love Guess so much