GUESS refusing refund

LilElvis

Libertine00 wrote: »

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.

Which website did you order from then? The one I linked or a different one? The Guess Europe site clearly states that returns need to go to Italy.

hollydays

I've found returns procedures now that say you need to use collect plus

hollydays

https://www.guess.eu/en/customercare/need-help/

Libertine00

I used exactly the same website as you linked.
There was a return label provided in the parcel already (which had a UK address on it) and customer service advised me that because I am sending the item from the UK, I need to use the label provided.

hollydays

Double confused
Collect plus isn't Royal Mail

Libertine00

So the label attached was for Collect Plus, and my boyfriend sent it using Royal Mail services (which is also listed as a method on their website if you look up UK). The address that was used by Royal Mail was the address provided on the Collect Plus label. As it was via Royal Mail I was happy to pay for the delivery (as it also says on their website that P&P will not be refunded - if the package will be returned to our warehouse without a return label, GUESS will not refund the shipping costs.)

So my argument is that the parce, although sent not using the recommended method was still received by them?

PS. I hope it makes sense what I am trying to say...

EDIT:

Also, when I spoke to Customer Service to find out what is happening with the refund, the lady took my Royal Mail tracking details and didn't even mention anything about it not being a correct way of postage. She just requested to see a proof of postage which was provided to them.

hollydays

Yes. Did you make your order as a guest .
Apparently it makes a difference

Libertine00

hollydays wrote: »

Yes. Did you make your order as a guest .
Apparently it makes a difference

It was a guest order however I had to register an account in order to request a refund and as soon as I registered the order got 'assigned' to my account.

da_rule

Could it be that GUESS have some form of agreement with CollectPlus whereby although the address on the label is a UK address, it is auto forwarded to the Italian adddress? Whereas by using Royal Mail you have circumnavigated this.

hollydays

da_rule wrote: »

Could it be that GUESS have some form of agreement with CollectPlus whereby although the address on the label is a UK address, it is auto forwarded to the Italian adddress? Whereas by using Royal Mail you have circumnavigated this.

But they do mention Royal Mail on their website.
I use eBay global shipping sometimes with Royal Mail. It's just sent to a central shipping depot in the uk..