Lisa T Aib

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Johannesburg, Gauteng

Guess - Manufacturing defect and ZERO Customer Service!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Guess - Manufacturing defect and ZERO Customer Service!
Guess - Manufacturing defect and ZERO Customer Service! - Image 2
Guess - Manufacturing defect and ZERO Customer Service! - Image 3
Guess - Manufacturing defect and ZERO Customer Service! - Image 4
Guess - Manufacturing defect and ZERO Customer Service! - Image 5
Guess - Manufacturing defect and ZERO Customer Service! - Image 6

I purchased a GUESS handbag and matching purse on the 14th of September, 2019.

Earlier this year, I noticed that the stitching started coming apart. HOW?

It is only a few months old!!! So I took the handbag to the Woodmead Factory outlet with my proof of purchase and was assisted by James (who was extremely friendly and helpful).

I had a look at a few of the handbags on display and found 2 options that I felt would be a suitable (but not 100% happy about). James then suggested a handbag that he had in store that was the same fabric as my defective handbag but I was not really satisfied with the design, so James advised me to wait until their newer stock came into the store. I did mention to him that it would then need to match my purse because I am NOT purchasing another purse to match the new handbag!

He didn't have anything to say to me about that!

A week later, I returned to the store but James was travelling and could not assist me. So, I decided to contact their head office and spoke to the GUESS brand manager, Sandra. Off the bat she very nonchalantly told me that there was NOTHING they could do about my matching purse because there is no valid quality defect or reasoning for return. Uhum....

The reasoning for the return is that it will now not match any replacement handbag in a different fabric, because they could not supply me with the same handbag that I originally purchased!!! She did not agree with that reasoning! I explained to her that the handbag I purchased was defective and that James was unable to get me the exact same replacement handbag as they did not have any stock. I also told her that I would not take a handbag in a different fabric as it will not match the purse I purchased.

That would mean that I needed to purchase ANOTHER matching purse and I was not willing to do that! This did not faze her in the least! She was not willing to negotiate or assist with the purse situation in any way!

I then contacted GUESS SA on Facebook, who said they would escalate my complaint... They escalated it to the same lady, Sandra, that I was already dealing with!

I asked them to escalate it further.... nope... Sandra is as far as it went!

Endless emails, to and fro between Sandra and myself over the last couple of day, I even forwarded the same emails to Ronald Earl - Head of GUESS SA - who didn't even bother to respond or get involved!

Bottom line is, GUESS are only prepared to replace the handbag and will do nothing about the fact that I purchased a "matching" purse (People who know me, know I have HECTIC OCD, so everything in my life matches!!). They are now FORCING me to take a handbag, in the same fabric to match the purse, that I do not like!!

OR I can have a refund for the defective handbag! They are NOT willing to compromise on replacing both items because they say the purse is not defective.... EVEN THOUGH IT DOES NOT MATCH THE REPLACEMENT HANDBAG THAT I ORIGINALLY CHOSE IN STORE A WEEK EARLIER WITH JAMES! Talk about going the extra mile to keep your customers happy!

At the end of the day, I purchased the handbag and matching purse because I liked it.

Now I must keep the purse I purchased and choose a handbag that does not match or take a handbag that DOES match but one that I don't like?!? Or accept a refund!

I will take their suggested replacement handbag, THAT I DON'T REALLY LIKE, but I can assure you....

I will NEVER purchase another GUESS handbag or anything in the GUESS range EVER AGAIN!

Let this be a warning to all of you ladies....

GUESS handbags don't even last 6 months anymore because their manufacturing standards have dropped. So don't waste your money on this brand because their after sales/customer service is as SHOCKING as their manufacturing!

View full review
Pros:
  • Used to be a hot brand
Cons:
  • Not willing to go the extra mile for customers
  • Not willing to listen to reason
  • Rude customer service

Preferred solution: Go the extra mile to keep customers happy and see the bigger picture about customer complaints!

User's recommendation: GUESS is no longer a TOP LEADING BRAND in my book!