Guess Inc
Incompetent clerk and Irresponsible manage

I purchased a dress at Guess on 3rd street promenade using my Debit card. The girl who rung me up said that it did not go through, which is impossible because I have plenty of money in my account. I told her to try ringing it up as a credit card - it worked. I asked her to make sure the that I was not charged twice. She reassured me that it did not go through. The following week I check my bank statement and there it was, 2 charges. I called my bank to verify that both charges posted were actually paid to Guess, and not just a pending charge. They confirmed it. So I called Guess to report what happened and a clerk told me that I'd have to stop by the store and speak to a manager because there was nothing he could do over the phone. When I arrived, I asked the clerk if I could speak to the manager. She said that she was the manager. I asked again to verify if she is the manager and she said yes. After I told her what happened she walked away to call the manager who came to speak with me. He said that he can't do anything until Monday when the corporate office opens. I explained to him that the clerk over the phone said that I had to come into the store and now he (manager) said I didn't even need to and that all of if can be resolved over the phone. He gave me his card and told me to call him back to remind him on Monday to call corporate. I called in the morning but he did not arrive yet. I called again in the afternoon and he said he would call corporate. He called me again a few hours later to tell me that corporate is looking into the matter and that he'd get back to me the next day. He called me the next day to tell me that indeed they had charged me twice. He gave me two options 1) corporate will mail a check to my house 2) they will credit my card directly if I visit the store. I chose option#2. I didn't know when I'd be able to visit the store so he said that if he was not there any other manager can help. I called almost everyday that week to find the manager but he was never around. I did what he said and asked to speak to the manager on-site but they didn't want to help me nor would they call Javier, the manager I originally dealt with. I called 4 days in a row until finally I stressed the importance that they contact him immediately. She put me on hold and called Javier. She came back and told me that he never agreed to give me the refund. And that the statement I brought to him does not qualify as proof. From there, I went back to my bank to dispute the charges. What I would prefer to do is to return the dress as well so that I do not support a company that employs such incompetent, lying, manipulative managers.

Company: Guess Inc
Country: USA

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