I SENT BACK 2 PARCELS AND BOTH HAS BEEN RECEIVED MORE THAN 22 DAYS AGO. I KEEP CONTACTING CUSTOMER SERVICE FOR MY REFUNDS BUT THEY ARE USELESS, UNPREPARED, THEY DON'T KNOW HOW TO DEAL WITH THEIR OWN ISSUES.THE MOST STUPID ANSWERS ARE:
-The customer service team do not process the refund. We raise a request and the relevant team processes the refund.
-Unfortunately things do go wrong from time to time and that is when it will be manually refunded and for the manual refunds we cannot guarantee a set time scale as I said due to the manual nature of the refunds and given the time of year there is many more escalations than usual for our team to deal with.
-The manual refund has been requested for both orders, as this is a manual process and due to the time of year we cannot state a specific timescale for the refund to be processed.
THE REFUND TEAM WORK FROM HOME. THEIR JOB IS NOT AFFECTED FROM COVID, BUT NOWDAYS COVID SITUATION IS AN EXCUSE TO SAY INSTEAD OF TAKE RESPONSABILITY BECAUSE THEIR COMPANY IS FAILURE.
READ OTHER REVIEWS ON TRUSTPILOT, LOTS OF SIMILAR ISSUES.DO NOT PURCHASE ONLINE, IT IS NOT A RELIABLE COMPANY

This is what I wrote to guess directly... who knows if they will reply back.

I wanted to take my time to let you know what a bad experience I had. I have gone to Express for Men and returned my stuff without any issues and without being asked a lot of questions. I no doubt will remember you folks as penny pinchers and unethical people. Express returned my money to me without having the tags and I had the receipt. First, I understand I didn't have my tags so I realize part was my fault. However, I had the most important thing the receipt. This day and age though most retailers don't require the tags to be on the merchandise so I didn't think to keep them. However, when I was trying to find something when you got someone even going to the point of asking oh did you wear these jeans out of town and of course I replied no. I basically felt he was invading my personal space by asking a lot of questions. This is the guy on the sales floor and not the person that ringed me out. Also I would as a very direct question and he sounded shady and didn't answer it whether he is shady or not listening I don't know. Not to mention when I return the item they then say oh the item wasn't on this receipt. I only bought two things at Guess Fashion Square so I know an associate definitely did scan the merchandise wrong when I first bought it so due to that on top of that they give me a lower exchange price because someone made an error and scanned the wrong jean. I am dissatisfied with you require the tags to be on them or you can only get an exchange on top of that an associate made an error and didn't scan the correct merchandise therefor causing me to get the most lowest price. I will post a review to publicly let people know how nit picky you're from someone scanning the item wrong and me getting the lowest price to me not being able to return it because it didn't have tags (my only option was an exchange). I am not impressed and I will take my business elsewhere such as Express for Men, Abercrombie and Macys

Sorry you had to listen to the issue but if the policy wasn't stringent there wouldn't of been issues and then therefor loss of business because I will not be shopping at guess again.

Geweldig product en service. Goede kwaliteit, zeer servicegericht, op tijd en aardige mensen. Zal zeker weer zaken met ze doen!