Friday, June 15, 2012

Guess? Not.

It's been a while since my last post, but I had such a horrible customer service experience with one of my favorite places to shop for clothes. I've been a loyal customer and have exclusively worn their jeans for at least the past 10 years. We won't even discuss how many pairs of shoes I've bought from them.

I'll start from the beginning...on May 18, I placed an order from for a dress, a sweater, a pair of earrings and a necklace. The total, including tax and shipping, was $180.51. I had a gift card for $96.13, and I put the remaining $84.38 on my credit card. About a week later the order arrived. I was a little disappointed to learn that the two clothing items didn't fit as I had hoped they would and that I wasn't as in love with the necklace as I thought I would be. 

I decided to return the three items to the local Guess? store rather than pay to ship them back. Their return policy is as follows:

" gladly accepts unworn, unwashed or defective full-priced merchandise for up to thirty days after purchase date. Original receipt, hygiene strip and tags must be attached. Unfortunately, pierced jewelry are final sales. Sale merchandise may only be returned to a store for an exchange.

Refunds for items returned within thirty days of the purchase date will be credited in the same form as the original payment type. The only exception to this are returns made to a store that were purchased online through PayPal or Bill Me Later®. These returns must be refunded via a merchandise return card. If the item was a gift purchased online, send it back to along with your online gift receipt. Refunds will be in the form of a merchandise credit redeemable with your next purchase online or at any GUESS store."

When I arrived at the store, the associate looked at the items I brought in to return and told me they don't accept returns on jewelry. Their policy states they don't accept returns on pierced jewelry...nowhere does it mention they won't accept returns on necklaces. The original tags were still attached to the piece. I was annoyed, but rather than argue, I decided I would just have to mail the necklace back for a return. 

The associate then goes on to say the dress and sweater were purchased on sale, and that they can't be returned. I did decide to argue this point, and she relented saying I could only exchange them. I asked if she had either item in a different size and was told no. I then asked if I could just have the amount put on a gift card/merchandise return card as I was a bit pressed for time. I was told I had to pick something out that day or I could not return the items. Fine. At this point I was really irritated, but I went through the store and picked up a pair of jeans and a top. I end up owing them $18.XX. Beyond irritated. I went to the mall expecting $84 back on my credit card and a new gift card with about $55 on it.

When I got home I packaged up the necklace and the invoice and returned it to Last night I received a confirmation email that the necklace had been received and that the refund was processed and put back on a gift card.  I emailed them back a short time later and advised that I had charged $84 on my credit card from that order and would appreciate it if the refund could be put on the credit card instead. 

I got an email a little while later "apologizing for the confusion" but stating that they can't refund the money to my credit card.  I wrote back explaining that I was frustrated and disappointed with their return policy, which I quoted, and also told them I didn't understand why I couldn't be refunded on the credit card I used to pay for nearly half of the order. Furthermore, I stated that if I did not get a refund on my credit card, I would no longer shop at Guess? and would be sure to share my story with my friends, family and co-workers. 

What did I get in response? Nothing. The $32 was put back on the gift card and my email was not answered. Sounds pretty typical these days, but I thought that a more "high end" company whose customers pay a lot for their wares might treat their customers a little better. Guess not... 

I am sticking to my guns though...once I use the gift card, or gift it to someone, I won't shop there ever again.

For the record, I returned another part of an online order just two days ago where I had paid the same way...with both a gift card and credit card... and I received the full amount back on my credit card and a partial refund to a gift card. 

*UPDATE: Moments after I posted this, I received an email from Guess? again stating they can only refund  thegift card since that is how I paid...I guess they're ignoring the fact that I also put $84 on my credit card that day.