GUESS refusing refund

Libertine00

Hi guys, I am hoping you will be able to help me.
I purchased jeans from GUESS sometime in February. As they didn't fit I have returned them, well my boyfriend did. Instead of using free drop off return services (a free label with the returns address was provided) he posted them using Royal Mail tracking services. Guess (or the warehouse) have received my item on the 4th March. I have contacted them around a week to check the status of refund process. I was told that I need to send them my proof of postage (which I did) and they will then process the refund for me. I received an email today saying that:
Thank you for contacting GUESS and providing us with your postal receipt.

Unfortunately you did not follow the GUESS return procedure, so we can not trace your parcel outside of the UK and/or open a claim with the courier in case the parcel is lost.

As long as your parcel does not arrive to our warehouse we can not proceed with the reimbursment.

I suggest you to consult Guess Customer Service for more information about this matter.

We remain at your disposal for any further inquires.

As I provided them with the proof of postage and the tracking clearly says they have received the item, what should I do?

Thank you so much in advance for your help!

Les79

Had a quick look on their site and nothing in the Ts and Cs or Returns info seems to suggest that they will do this...


All I can see is:

Returns are always free, if registered according to our procedure. If the package will be returned to our warehouse without a return label, GUESS will not refund the shipping costs. Choose the correct country to proceed with a return:

You'd probably qualify under the "without a return label" here, so can't see why they would decline the refund here...


Maybe worth mentioning that to them.


I note that the email refers you to " Guess Customer Service for more information about this matter" which is strange? Who is this email from if not GUESS customer service? Why would customer service refer you back to themselves?

hollydays

Are they lacking a reference ?
Many companies ask you to complete a returns request which seems fair enough.
You are outside of the uk, or they are?

Libertine00

Hi Les79,

Thank you for a quick reply.

There was URL referring me to their website which wouldn't post (the forum T&Cs) so I just change it to 'Guess Customer Service'.
I even have an email from them confirming me requesting a return label - I was advised there is not return label being send to UK customers.

I spoke to their Customer Service over the phone and let me tell you, they are pretty useless....

Libertine00

hollydays wrote: »

Are they lacking a reference ?
Many companies ask you to complete a returns request which seems fair enough.
You are outside of the uk?

I did, have an email trace for that but clearly that is not enough for them.

Libertine00

@hollydays

Their customer services are based in Italy, warehouse seems to be based in UK (I am myself based in UK as well).

hollydays

Libertine00 wrote: »

@hollydays

Their customer services are based in Italy, warehouse seems to be based in UK (I am myself based in UK as well).

I've just looked at their website t& cs which are confusing.
Italian mail is known to be problematic( on eBay I won't post to Italy)
Is it worth contacting them on Facebook if possible

Libertine00

The return address was a UK address tho...

LilElvis

Libertine00 wrote: »

The return address was a UK address tho...

Guess is a Swiss company. Under their terms and conditions it says that returns have to be sent to an address in Italy. It's very clearly stated.

https://www.guess.eu/en/customercare/termsandconditions/

If you sent the items to a UK address it's hardly surprising that they can't process a refund

hollydays

LilElvis wrote: »

Guess is a Swiss company. Under their terms and conditions it says that returns have to be sent to an address in Italy. It's very clearly stated.

https://www.guess.eu/en/customercare/termsandconditions/

If you sent the items to a UK address it's hardly surprising that they can't process a refund

Yes that's what I read too.

Libertine00

The Customer Service representative told me to use the label attached in the parcel which was UK address - and that is my biggest argument.
When I originally requested a return form, the email came blank (no PDF attachment) hence I rang their CS and there no mention about any abroad address to be used as return address.

Edit:
My friend orders a lot from them and she says that the return was address was always a UK address as well.