GUESS Factory in Woodbridge, VA Closed now

Reviews about GUESS Factory

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  February 27, 2020, by nutthaporn engkhasompob
  I have been having bad experiences with online orders. I have had multiple times when I have gotten the incorrect item or color plus slow customer service responses but it didn’t bother me as much, I still continued to be a loyal Guess List customer. Today I went into your VA store 3104 to return the Cassie Sandal. I made sure I had everything- my invoice, packing slip and even the UPS label for a smooth return. The manager, Naomi, scanned the invoice then told me that their system was not recognizing it. She explained that the system was PROBABLY down that I should come back tomorrow or call customer service to see what’s gong on. How do I know the system will be back up tomorrow if I come back? I didn’t want to have another failed trip then before you know it times up to return my item. I asked the manager if there was anything else she can do. I was willing to do an exchange or take a Merchandise Return Card. Still my only 2 options were to come back a different day or call customer service. I didn’t want to take the chance of coming back another day for the same thing to happen since the manager wasn’t even sure why she was unable to do the return. It was already an inconvenience for me to come out to the mall to make this return. I took out my phone and told her I will call customer service, might as well get this resolved since I’m here. After being on hold 1 hour at the store, I gave up. Before leaving I asked the manager again if there was anything she can do. I’ve driven to the mall ONLY to make this return and been in the store for an hour waiting to get a customer service rep on the phone. Still I get the same response. I have over 7 years of customer service experience and I know that she could have done something. This experience has inconvenienced me in a great way. The sandals were unworn with the tags and I had all the information needed for the return. However, Guess did not deliver their promise for instore returns or exchanges. Guess does not provide an “easy return process” as advertised. “The easiest way to make an exchange is to visit your nearest store location” is an untrue statement. After this experience I will never shop at Guess again.