GUESS refusing refund

hollydays

OP what was the address he sent it to?

Libertine00

Well, I did a little research last night and read somewhere that as a company you cannot mislead clients on your website in regards to terms of a refund. Surely what they are doing (providing Royal Mail details even though you are required to use Collect plus) is misleading? I will call them today and see how far I can get. Also, on their Facebook page, there are tons of complaints from people all around the world, few of them seem to be similar to my problem.

hollydays

The collect plus service is for the free labels some people get sent.
If you uk address is a global redirection address, it's way too soon to expect them to have received it at the final destination,
Again what address Did you send it too

Libertine00

It was a UK address - UB7 0LW

a) their policy states that the refund (I am assuming regardless would take up to 14 working days)
b) in the email I received I am refused the refund right away, there is no mention of awaiting for the parcel to be received in their Italy warehouse

hollydays

It's very unusual to send a parcel back to such a big company without obtaining a returns authorisation / register a return and by not using the label they provided you've bypassed the set procedures.
Did you do register the return as requested in link below

That postcode is mainly logistics companies .
So I'm guessing the lack of a reference number on the parcel has caused problems , it may be lost in the system.


I see this on their website

"Access your account on https://www.guess.eu, go to Orders and select the order and all of the products that you would like to return.
If you placed the order as a guest, we kindly invite you

to *****contact our Customer Service to register your return.*******"

Libertine00

As I mentioned, I did register the return, got sent a confirmation email from Guess confirming the authorization of the process. In the email however the was no return form attached (reasons for returning, size, quantity etc.) which was supposed to be (according to the email) - I rang Customer Services to request one as websites usually required to have them in the parcel, but have been advised that it is not required as I am UK based.

There must have been a reference number from the original Collect Plus label which they would have to scan in the warehouse to confirm who the parcel belongs to?

hollydays

So reading back, you say you've an email telling you to send back to uk address .

Libertine00

In the email it doesn't give you any address, it says you need to follow the instruction on the website which basically tell you to attach the return label and post it using one of the Collect Plus branches (and the address on the return label is a UK address).

sheramber

Who signed for the delivery? Does it refer to Guess or a Guess employee?

It could be anybody from any of the warehouses on the site who doesn't know what to do with it.

https://www.192.com/places/ub/ub7-0/ub7-0lw/

There are more than 20 businesses in this postcode

A search for Guess returned no entry.

It looks like the warehouse address is for a company who receive parcels on behalf of Guess and pass them on but no specific Guess warehouse.

There may be a specific delivery from Collect Plus to one of these depots for onward transfer to Italy but no facility to receive a parcel sent by Royal Mail. There may only be someone there at specific times to process the Collect Plus delivery.

hollydays

This is like pulling teeth.
Where did you get the address from that you sent the item to?If you dont clearly state what you did, correct advise can’t be given.