Lauren A.

I've had winter coats from Guess before, always in the same size. This year, I ordered one in the usual size and couldn't even begin to zip it up...didn't even make it to my waist. That's when I found that Guess doesn't offer exchanges. Instead, you have to order a new one and do a return on the old one.

The second time around, I ordered a size larger than usual (still not true to the size chart, but at least zippable) and opted to have it shipped to a UPS Store, which was listed as a free shipping option. I never received a notification that it arrived at the destination, I just checked one day and found that it arrived there several days prior. When I went to the UPS Store, I had to wait for about an hour and pay $20 cash to pick it up because Guess doesn't actually have a shipping agreement with UPS, they just ship stuff there without permission. Rightfully, UPS charges a package handling fee. This is no different than if Guess shipped your package to your neighbor, expecting your neighbor to receive and store it for you. So I called Guess and was told that if I provided a receipt, I'd have the $20 refunded to me within 24 hours.

Days went by without hearing back from Guess after I provided the receipt, so I called again. That time, I was told that nobody said it would be refunded to me (i.e, I was lied to), that instead I would have the $20 automatically applied to any order I placed from Guess.com, simply by using the same email address at checkout.

I tested that by putting together an order, and no discount was applied. So I called yet again, and I was told that there's no such option for automatic discounts. Instead, a loyalty account was created for me, which explains why I suddenly started receiving Guess marketing emails without my permission.

At that point, I told Guess to go $#*! off and keep my $20, that I hope it was worth it to lose my business and have me badmouth them whenever the opportunity arises. They lie over and over again, they claim to provide free shipping that's no actually free, and when they screw up, they try to make up for it by forcing you to spend more money with them.