GUESS - 391 Orchard Rd

Horrible staff

Horrible staff

So colourful. Bright and exciting.

Poor service. Lack proper channel feedback. No means of contacting in charge.

I am not one who likes to write public post but seeing the consistently poor review about GUESS @ Ngee Ann City, and the lack of formal feedback avenue, I have decided to share my experience. I visited the shop last Wednesday (15/01). After trying on a denim short, I decided to purchase it. I told the female staff that I am interested to buy this short and asked if she can help me get a new piece from the store. However, she flatly told me that the other piece is in a carton box and it is hard for her to get it. Clearly, she did not want to help me and feeling disappointed, I left the shop without purchasing the item. After some consideration, I decided to give GUESS another chance since I am a regular customer at GUESS @ Vivo (which has sadly closed down), and call to make a reservation for the new pair of shorts from the same store at Ngee Ann City since I am heading down to the mall in a few days' time. This time, a male staff (Mark) picked up the call and kindly made the reservation for me. He was also apologetic for the unfriendly experience which I told him about. Upon reaching the store, I did a final check on the short, only to find some of the beads lining the short missing. I informed the female cashier and silently, she took back the pair of shorts with no further suggestion. Looking back at me with an awkward silence, I assume it is a cue for me to leave. All in all, I feel that the service at GUESS has dropped tremendously compared to my last visit at GUESS @ Vivo City. It wasn't a crowded day when I visited the store at Ngee Ann City, with perhaps just another customer, so I am unable to comprehend the lackluster service. I am not expecting a fantastic customer service, but I believe that basic assistance from the staff will be appropriate. I do hope that there will be a proper training platform for the staff at GUESS in the near future.

I would have given 0 star if this is even possible. Their staff is worst than horrible. I had a really super duper ultra bad experience at their Ngee Ann City outlet in Singapore. I made a purchase on 05 June 2019 for a bomber jacket on the rack that states 50% off. When I checked later on and did a calculation, I realised I was given lesser than the 50% discount stated. I went back to the store and requested them to return me for the additional price they have charged me according to the discount or give me a refund but the store assistant told me he can't do anything as it is not within their policy, even if he want to help me, he couldn't do anything as there isn't any function on their cashier machine for refund. They say they made a human error on the discount tag?! I guess they are asking me to bear for their human error. This is so dishonest... Simply saying sorry and without giving me a choice for refund is so unacceptable. I had so much trouble trying to contact their local office in Singapore as there isn't any contact number or dispute resolution line which I can call or drop an email. In the end I have to resort to contacting their Los Angeles Office on 06 June 2019 through Instagram. Their Los Angeles Office replied my message on 11 June 2019 and asked me to give them a couple of days to investigate. I replied on the same day. On the 25 June 2019, I contacted them to ask them about the investigation. They replied on 26 June 2019 and said that due to their location, they have to reach out to their international partners and will get back to me as soon as they get an update. Until today, 07 July 2019, I haven't receive any update from them at all. If you want bad customer service, bad experience and unhappiness, please feel free to buy from their store. Otherwise, it would be a better idea to throw your money into the Ocean, you will get more happiness that way. Best of Luck, Josephine