Guess Factory Store Reviews

Luis Ayala one of the best costumer service representatives out there for the guess company. Many representatives don't like to take the time to explain things however, this isn't the case for Luis Ayala. He's a very patient and helpful individual.

WORST CUSTOMER SERVICE. 2 HRS OF BULLSH*T during covid you would think people would want your business. Not guess. Hope they go bankrupt.

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

Horrible customer service. No body ever pickup the call and respond.
Online account have coding issues and doesn't work properly.
Returns are a headache and terrible. Overall. Disgusting experience. Don't want to shop again ever.

This company has horrible employees and customer service. I returned 2 tops in the mail with the reciepts included. They refunded the cheap $12 one and claimed they never received the $40 one. Complete BS! They got to keep my money and the top that I already returned to them. So I got screwed and got nothing. All the customer service reps say they can't do anything and that a supervisor will call back. 4 times I've called and still never got a call back. Worst company. Thier motto should be: think you'll get good service.. Guess again.

Ordered online and when I received product that was crap (not as described) - I returned. They not only charged me for the return label - but they charged me tax on the return label. Absolutely disgusting. NO CUSTOMER SERVICE. I have been ordering clothing online for 20 years and Guess is the WORST company I have ever dealt with.

On March, 11 clothes were delivered to Guess by DHL using Guess return label from the package. Since then no new information, because DHL consider the packed as delivered and Guess refuse to proceed a refund because the package didn't reach their warehouse on some internal post. It is March, 22 and the total amount of order is about 500 USD and I urgently need this money.

Placed my order online, shipped only one of my item. I called Guess customer care person he was speaking like a machine continuously not listening to me at all. He was not even pausing in between to confirm that I hear what he said.
I used to like Guess, I guess not anymore. They should work on their communication skills.

I love their fashion style. The clothes fit great and it is true to size. The shoes are really comfortable and they are great quality. The material is great. Would definitely be purchasing again!

Awful don't order online it takes so long and the customer service team are useless.

I have been waiting for 15 minutes on the customer service phone and still no real update.

So unhappy, would never ever buy from them again.

Prices changed daily for a week, I asked why and I was lied to, the handbags were poor quality and not worth the expensive price paid.

I have always loved shopping at Guess and always will. I recommend it to everyone. They always have the nicest clothes here that are very high in quality. I also love my Guess purse and wallet. The prices are a little high, but it's worth it.

Manager, Jamie and Lena are so wonderful and very helpful picking out all fits never in the rush always smiling!

Guess provides products for people with more money than sense. Gaudy overpriced trash. The only reason some people buy Guess products, is because they think they're going to impress everyone with how much money they have. When in reality, anybody with good taste, and knows what quality really means, stay away from Guess.

I've never had an experience like this before. GUESS has the worst customer service of all. I wish I could give negative star. Never buy anything from this company.
I bought a watch online for someone else as a gift and I was flying to another country in 25 days. I live in New York City and I thought 25 days are enough for any company to deliver a product but no, they didn't deliver on time and I had to leave without that watch.

I sent couple emails and I called them multiple times but I never got a chance to speak with a representative. Every time I called, I was on hold and one time I waited almost 95 mins on a call to see how long it will take to connect to them but there was no one available and I had to disconnect. They did not even answer my emails

I purchase the coat almost $400 I wore the coat about eight times look at what's happened from just hanging in closet over the winter

I went to the store to look what deal they have for black Friday . I know the price earlier before the Black Friday, they juck up the price and they put it on sale 30 % off. Shame on you Guess what a dishonest merchant you guys are I hate you .

WORST customer service! WILL NEVER BUY ANYTHING FROM GUESS.
Their ridiculous return policy is a joke!
Total scammers! Go to Macys they are professional, treat their customers great, and return policy is easy breezer.
One GUESS associate when I asked what the return policy was told me don't return something that smells. WHAT???? Will NEVER GO BACK!

#guess Their system and customer service are terrible, awful and offense the customers because their service is unresponsable. Customers invest time sat in front the computers placing orders from their website. As a result, they take to long to respond if those items are available or not even in their website shows are available. They are doing false advertisement I placed an order 15 days ago and I called them today. Finally, after 59 min in hold Guess's people told me the rest of my order is out of the stock. So, their never sent me any email confirming this.
This company is an unprofessional, unreliable, their CSR and logistic are unaccurate. This company takes to long to review orders and after many days their said the pending items are "out of the stock". Then, I asked to their cust. serv. rep to give me any coupon or discount for the inconvenience, she disconected the call, that's so convenience for them!. I suggest to GUESS doesn't assume because their have a known name will be enough. This company needs to hire professionals with experience in Supply Chain because their ERP is awful.

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. ¯\_()_/¯

I wish I could give this place a zero star. Never buy from this company!!! Its a RED FLAG!!!! The employee at the store I visited Sparks NV, is very disrespectful and calls herself the "manager"! I wonder who gave her the job! Pretty disrespectful and racist! Never shop at this place!

Just left the Guess Store in Edgewater, NJ and I will never go back. My son wanted a T-shirt that he saw in the window so we walked in and immediately we were greeted by what Im guessing is the store manager or assistant manager. All normal and typical.. as time progressed my other son came with his girlfriend as we chatted it up, my sons girlfriend decided to go off and browse. I asked my son where was his gf and the store manager directed us in the direction of where she was, again normal and what appeared to be courteous until she felt it necessary to advise us that she knew exactly where everyone in her store was.. not once but three times.. gee thanks.. First, I wasnt speaking to you when I inquired where my sons gf was but thanks for letting me know. Second, I heard you the first time, didnt need you to repeat that you knew where everyone in YOUR store was. Last time I checked, I walked into Guess, NOT YOUR STORE. As Im trying to ignore the fact that this store manager was implying that we may be shoplifting and we needed to be warned that she knew exactly where we were just in case.. At the same time my son was at the register and the cashier apparently was warned about us because she was steady studying the sales price on the ticket on the jeans he was buying. How petty!!!!! No, we did not add or switch sales tickets!!! Clearly, the staff at this Guess Store needs the same sensitivity training the Starbucks Employees received not too long ago.. if its not offered by corporate perhaps the staff needs to research some resources to help them on how to treat customers

I had the same bad experiences as most other reviewers. The items I bought often had defects or very low quality. The customer service was customer-unfriendly and refused to honor the legal warranty with ridiculous excuses. Maybe they have too many complaints...? I wonder...
They're not getting another cent from me, that's sure!

Bad quality bought a purse and in less then 2 months the colour changed and looks so bad now high prices with cheap quality it's just the name guess other then that quality is just like Wal-Mart or oldnavy lol but yaa seriously very bad quality

BAD QUALITY!!
I bought the crossbody chain bag. The bag was nice in the beginning. So, after 1 month of having and keeping good care of it the handle fell off. I tried to contact Guess several times but every time someone else of the customer service told me they haven't received any email of photos that they had requested for and etc. So after 3 months of trying I give up. So now I found a DIY way to fix it and now the other handle of the small grip is also defect. I will of course never buy something of this poor company again and I have all the rights to let everyone know! The worst ever