I have been a loyal customer of Guess for a while. Especially when it comes to their accessories. I am quite petite and have a hard time finding sunglasses that fit well. I can always find sunglasses at Guess that fit and look stylish. Last week I somehow managed to break my favorite Guess sunglasses so I immediately got on the web and ordered a new pair!
My poor broken sunglasses!
I decided to go with the Daredevil sunglasses that I found on Guess.com. They were $85 which was about $30 more than my old ones but they came with a hard case so I figured they might last longer than my old ones, plus they looked cool and I knew they would fit great, so I went ahead and made the order. You can see the case below in a snapshot of the website as it appeared when I placed the order:
I received my sunglasses a few days later. Unfortunately the case they sent me was not the case shown on the website. In fact, the case does not fit the sunglasses at all. I called the customer service number given on my invoice expecting the issue to be resolved immediately and the right case to be sent out without a problem. I was wrong. I was asked to email photos of the case that I received to the customer service agent I was speaking to and she would fwd it to the warehouse. I took pictures of the case with the glasses inside so that it would show how they do not fit. I also sent the screen shot above so they could clearly see that the case I received was not the same. Here are the photos of the case I received and sent to the customer service rep:
After emailing her like I was told to do, I received no response. I waited a day and then called. She said she was still waiting to hear from the warehouse. That was on a Friday. Tuesday I emailed again when I still had not gotten any information. I told her I was very upset that I have not heard anything and that the issue had not been resolved. She informed me that she was still waiting to hear from the warehouse. I wait 2 more days and still hear absolutely nothing from anybody. It has now been a week since I first called and I decided to call the customer service number and ask to speak with a manager. Did I get to speak with a manager? No. The girl on the phone took my information, read that I had the wrong case and stated that she would email the warehouse. So here we go, in the same circle. I informed her that I will not be ordering from Guess again, and angrily stated how dissatisfied I am with this mess and their inability to simply send the product that I ordered and payed for. Her response was that she would email the warehouse and call me back today. I'll let you know if that actually happens.
In conclusion, I have decided not to order from Guess.com in the future. When you have loyal customers, take care of them. When you offer a product and people buy it, don't send a cheaper version that doesn't work. I expected Guess to be a nicer brand and a company that would stand behind their products and customers and I have been shown that, well, that just isn't the case.
UPDATE:
The customer service representative that took my phone number and promised to call me back that day did not call back that day or the next. I will be calling again Monday.
I never got the chance to call Monday, it is now Tuesday and while I never heard back from them I am happy to report that I finally received my case today in the mail!
I hope you found this post helpful! Be sure to share it with all your friends on Facebook and Twitter! You can follow me for updates on Twitter @ashNICOLEley! Happy Shopping XOXO!!
