I came on here to complain about Guess holding onto my money (over £600) for an extended amount of time after I sent back a return. Unfortunately, I see that Guess has a frightening amount of form in doing exactly this. It already takes weeks for your item to get back to Guess and then they have a policy of holding onto your money (usually hundreds of pounds) for a further 14 days. There isn’t a legal basis for this...Which.co.uk states that an online refund is due within 14 days of the day that you dropped it with the courier (as long as you have the proof of posting)What happened:Guess sent me a faulty item (a coat with a stain on it). I immediately notified them and returned the item which then disappeared into a void for 28 days with no tracking information available despite that I used the company’s return label and company’s nominated courier. When at 28 days I was going to escalate this matter to social media, Guess told me the item had (miraculously) “arrived today” and that in a further 14 days I would receive my refund.I threatened to go to social media if they did not immediately refund me. To me, £600 is a lot of money and I had had to use my savings to pay off these outstanding monies because my credit card bill had become due in the meantime. So what did they do? They refunded me for the damaged item but not for another item that I had returned in the same box at the same time – no explanation about this. I have chased twice more for this refund to be issued and am still waiting to receive it. This is why I am going to social media.Guess abuses their customer’s rights, using their customers as a form of credit…and it is very poor form. AVOID.
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