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Rmz S.

  • 2 Reviews
  • 3 Helpful Votes
  • 0 Thank Yous

Experience: Clothing & Fashion

Member since August 2020

  • Reviews

    2

  • First Review

    1

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Review Distribution

2 Reviews by Rmz

8/2/20
I have been using Acuvue contact lenses for the past 11 years. I usually buy the 90 day pack(dailies). I had been having severe irritation in my left eye and the day before I contacted Acuvue I had opened up one of my new contact lenses and noticed there was something that looked like bubbles on the lens. When I was able to get a close look at it, I realized that it had small holes in it. It was for my left eye. It made me wonder if maybe there had been problems with the other lenses because of the irritation I had been having in my left eye. I had a very clear photo of the lens and had contacted the company to let them know about this situation. I had gotten several calls, voicemails, and emails from the company after I Contacted them, but because of my work schedule and the company hours I wasn't able to connect right away. One of the times I was able to speak with someone briefly they acted concerned and said they wanted to make sure that my eyes were ok and they wanted to know more about the incident. I was busy at the time and told them that I would call back when I was free. When I called back I spoke with a person with a totally different attitude. Someone who showed no concern about my eye whatsoever and only about the company not taking blame. I was totally disgusted by the way I was treated and talked to. She never once asked me about my eye. She kept changing my words and putting new words in my mouth. She would say things like"So you're saying this did not happen to any of the other contact lenses just this one?" I never said that. By the end of the conversation She told me she was going to refund 76 cents for ONE contact lens. First of all, that is a total insult! Companies give out Coupons for more than that! Do you sell ONE contact lens?! I wasn't even looking for a refund. I just wanted them to be aware of the situation. But that really upset me! By all the calls I got from the company and voicemails acting concerned and wanting to make sure that I was ok. I was very impressed at first. I thought the company actually cared.
But after talking to that person on the phone I was/am so disgusted. Everyone that I have talked to about this situation and how the company handled it was just as surprised and disappointed as I was.
Another thing that really surprised me was why didn't anyone ask me for the photo I have? I have a very clear photo of the lens. I would have expected that they would want to see it? Don't they care about their quality?

I'm so disappointed in this company. I've been wearing Acuvue lenses for 11 years and the way I Feel right now, if I could find another company that has these lenses I'm going to change. This was the most horrible customer service I've ever dealt with and they have totally lost my respect.
8/2/20
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

Rmz Has Earned 3 Votes

Rmz S.'s review of Guess earned a Very Helpful vote

Rmz S.'s review of acuvue.com earned 2 Very Helpful votes

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