GUESS

At Guess @ Ngee Ann City, I encountered what must be a masterclass in how not to treat customers. A female staff member — bob-cut hair, denim blouse — treated customers with such coldness, arrogance, and visible disdain that she seemed genuinely annoyed by the presence of shoppers. Her expression and body language made it clear: customers were a burden, not guests. As someone who has supported Guess over the years, I was surprised by the complete lack of basic courtesy and customer service. I’ll be sure not to inconvenience her again. Message received.

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.

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

Horrible staff