ComplaintsforGucci

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 27th 2024 I went to the Gucci store in ************************** and purchased a Gucci ***** top handle bag that came with 2 straps both straps were wrapped in paper. Upon wearing the bag about 2 times I was noticing that the gold hardware on one side looked kinda tarnished, so I went back to the store to show them and hoped to get a new strap, but they told me they have to put in a request to get a new one and it would be a few weeks. It is now October and after going back and forth with a few emails and calling to speak to a manager, no one gives me any answers. No call backs The ** I was dealing with has gone on a leave she gave me her managers number, I called left a message and No Return call. Im so furious with this company after spending ******* and other items at this store they do not value their customers. This company portrays themselves as high end but their service is horrible.

  Business response

  11/11/2024

  The client collected a new strap on 11/5. 

  Kind Regards,
  
  ***** ******
  ****** **** ******** *************** ********
  GUCCI
  *********************** **** *** ************ *** ***** ******* ***************

• Initial Complaint

  10/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contacted ***** to inform her that my red Gucci item#****** had been peeling, and its not even an everyday bag. She hung up on me, I texted her informing her she hung up, and she replied, I had another call. She later texted, she had to help her team. The next day, she requested the exact information she had received, by email. Next, she called, and I informed her she hung up the phone, and she aggressively replied , AND IM GONNA HANG IT UP AGAIN!!! ***** ****** the manager condoned this representative taunting and harassing me. ******** the supervisor attempted to bully me into giving her my address, regarding sending me a label to return to bag, and I preferred to return the item to the store and get a receipt, and let the store ship the bag, because I didnt trust any of them based on their shady behavior. ****** C and ******** emailed me a point of contact at my request, named ****** ****** in the ***** ****** VA store who was completely oblivious of me and never received any emails from ******** or ****** C further humiliating me in the ****** The store representative ****** informed ********, and *****, that he never received any emails or phone calls regarding him shipping the bag to Gucci repair. *****, viciously yelled at me non apologetic, and his employees were the ones who failed to properly communicate with the VA ***** ****** The unnecessary bait and switch, ***** is completely disingenuous I did not deserve ***** two different lies regarding why she hung up the phone or ***** condoning her conduct, and hes full of shenanigans. For example, ***** told me, I have to go into a meeting, I will text you later with my phone number!! I spoke with ***** days prior the same day ***** **** up, he lied he would call me, and never did the customer service is EXTREMELY GROSS, INHUMANE and UNPROFESSIONAL ON ALL LEVELS, because ***** intentionally hung up the phone on me, I want all my money back, and will never shop or except any Gucci gifts already.

  Business response

  10/14/2024

  The client complaints have been deemed unfounded and client is asking for an exception that the company will not make for her. 

  Kind Regards,
  
  ***** ******
  Senior Team Manager, *************** Americas
  
  GUCCI
  *********************** **** *** ************ *** ***** ******* ***************

  
  

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I did not request an exception. My initial request was an exchange until ****** **** up on me twice. *****, condoned her abuse, and ***** was ****, deliberate harsh tone, non apologetic, and outright unprofessional.  Of course, I requested a refund or free repair, because the purse began peeling within one year. Im annoyed, because this is the second poorly crafted I purchased from Gucci, I was refunded 100% of my money for the first purse and shoes, they no longer see that bag or the one attached to my complaint. The poor quality of Gucci materials and poor craftsmanship should have been seamlessly, professionally, without prejudice at no cost to me in 2-3 weeks. Most importantly, I should have been accommodated, because ****** **** up the phone, and the gross unprofessionalism I endured from ***** and he adamantly refused to escalate my complaint. Plus, ***** is so unscrupulous and disingenuous, he manipulated my delivering the purse to the Gucci store. *****, should not work in customer service anywhere. Clearly, ******************** uses him to avoid accountability for less than quality products, that are over priced. Gucci should be banned in *****************, and ****** job should be in ***** already. I will not EVER purchase another Gucci product, because of ****** and *****.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** **********
  
  
  
  
   
  

  Business response

  10/30/2024

  There is nothing further to discuss with regards to this matter. 

  Kind Regards,
  
  ***** ******
  Senior Team Manager, *************** Americas
  
  GUCCI
  **********************. 12th FL.
  ***********, **. 07302
  Mobile: ***************

   

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a man Gucci wallet online on 9/26/24 it was $542.05. I received and email on 9/28/24 saying it was ready for pickup. The item was delivered on 9/27/24 next day but the store didn't send me an email until 9/28/24 which is fine. The item was a defect. The inside was damaged. I called Gucci on 10/1/24 when I opened the item and noticed it was damaged. This was suppose to be a birthday gift. The lady said send pictures and shell send me a label to do an exchange. I elaborated to the lady saying ship it back to the store since it will get to the store faster. Moving forward the new wallet was shipped out on 10/4/24. I checked the tracking and saw it was going to be delivered on Monday 10/7/24 which is not the next day. Mind u the birthday is already over and now I have to spend more money to ship it to *****. I called Gucci today 10/5/24, asking what can be done for the inconvenience ?, basically I was told nothing can be done. No discount no nothing. I elaborated and said had the lady explained to me it was going to take this long I wouldve just requested a refund and purchased the item all over again so it couldve just went to the store the next day. Im upset because now I have to spend more money to ship the wallet, not to mention it wasnt my fault it was damaged. Gucci needs to do something for the inconvenience this has caused and train their customer service team better. They can take your money but when something goes wrong its not pertinent to them.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I My my bag off on June 2 for a repair of a part that broke. June 7 I get a call from them to pay for the part and I did . Come around in July I asked whats going on. They said they forgot to mail my bag to the repair so I told them OK. They say 3 to 4 weeks you should be receiving it or will mail it to you. This is August and Ive been trying to get a hold of them calling. Messaging the advisor finally today I get a message back saying 6 to 8 weeks and Im like youve been telling me this. Can you guys do something about it? I just bought another bag from Gucci, which I dont appreciate. Appreciate you take so much money for these bags and when it comes down to fixing it, the customer service is so poor.I have all the text messages

• Initial Complaint

  05/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I returned the glasses that I purchased so that I **uld order the larger frame. The item was received by Gucci on February 27, 2024, at 10:15 am. It was signed for by ********************. I chatted with a Gucci sales associate, ***************************** on or about March 20th while I was at work about the **rrect item. She emailed me the item number (please note that the email appears to have been recalled as I know longer see it in my saved emails) Her email address is *****************************************(all lowercase) She never mentioned that my return was "empty"On May 7, 2024 I received an email from Gucci, indicating that my return was denied because the sku was missing from the box. I immediately called them and the representative stated that she did not know what the sku was and that someone would call me back before 5pm. No one ever called me. I called the very next day and was told that they were returning the glasses because of the missing sku. They told my credit ** that I returned an empty box. I called ***** and they said that they would never ship an empty box. They told me to file a claim. I cannot a claim because it's more than 60 days. If the box was empty, why didn't they **ntact me before May 7th or file a claim? I would have gone to the fed ex facility that I used and called the police. How is it fair that they wait over a month, outside of my window to file a claim to say that box was empty? How was it empty if the shipping weight matched what I received? If ***** doesn't ship an empty box, how was ever shipped? How does Gucci receive an "empty box" and not notify anyone? How does an employee not know what a "sku" is and then the next time I call, sku means the item was missing? They should have more of a responsibility than this and why was the email recalled? The tracking ID that ******************** provided was from Dec 5, 2023. this was well before I placed this order/ tracking #************. does not even apply to my order as my purchase was made in 2024

  Business response

  05/30/2024

  The return received was an empty box. We cannot proceed with the request from the client. 

  Kind Regards,
  
  ***********************
  Senior Team ******** ****** Services Americas
  
  ***** *********************** **** *** ************ *** ***** ******* ***************
  

  Customer response

  05/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  If the box was empty  can you please ask the merchant why they notified on May 7, 2024 and not on February 27,2024 when one of their employees signed for this package? They should have a responsibility to notify me sooner  their delay prevented me from filing a complaint with fed ex or Call the police to say that might item was stolen   The box weighed the same amount as it did when I received it  

  Im sure there has to be a protocol in place other than  notifying a customer over a month later 

  aslo this representatives response contradicts what they have told me on the phone 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Gucci several times with pictures and videos of a pair of shoes purchased from their store in **********. When I went to wear the shoes for the second time. They are clearly defective. The inside heal part on the heal is sticking our making it impossible to wear. What is sticking out hurts and potentially cut you. I have reached out to customer service online and have reached out to the store several times and I have not heard back from them or any possible resolution.

  Business response

  05/30/2024

  The client's item was exchanged in partnership with the Store Director. 

  Kind Regards,
  
  ***********************
  Senior Team ******** ****** Services Americas
  
  GUCCI
  *********************** **** *** ************ *** ***** ******* ***************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase Gucci, ***** hand bag and didnt get the The canvas strap that goes with the handbag, the sales person name is ******. She said she was gonna send a strap to me three weeks ago second day error still have not received the strap. She is giving me the runaround. I paid $5400 for the handbag entitled to what I paid for and that is the other strap that go with the *****. Handbag. She text me several times and said she sent the The strap out we have yet to receive the strap. I need him to replace the strap that someone took out of the bag the purse that I did not get that I paid for.

  Business response

  05/30/2024

  The client's handbag came with the strap that was as advertised. The client was then given a another strap free of charge. The complaint was resolved. 

  Kind Regards,
  
  ***********************
  Senior Team ******** ****** Services Americas
  
  GUCCI
  *************************************** **** *** ************ *** ***** ******* ***************

• Initial Complaint

  05/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had placed on order for 3 belts on March 2nd 2024 for my wedding for myself, my brother and my best man as a wedding gift to them from my fiance and I. However, upon receiving I noticed that I ordered the wrong size. So I decided to return the belts and order the correct size upon refund. On March 5th I requested a return label and shortly following this, a few days after, I dropped the belts off to a ***** drop off location. I waited a couple days as the tracking number from ***** showed random locations and raised some concerns, but after a while, it showed that the belts were successfully returned to the company and was actually signed for by someone at the address. Following this, I waited two weeks, but the refund was still not issued. I emailed Gucci multiple times, and no response was provided from anyone in the company. I even called and the first time the rep claimed that they received an empty box and theyre looking into it and the 2nd time I called the rep advised me that they havent received it. The fact that both reps told me different stories leads me to believe that my return was not in fact empty nor not delivered but I believe that they must have lost the package in their procession. The third time I called, they advised me to reach out to ***** and open a claim however when consulting with *****, they advised that Gucci has to start the investigation. Nonetheless, I was able to open 2 claims with ***** and both claims were closed with the response that the package was in fact delivered to the correct address.Im at the point where ***** is not taking responsibility and Gucci is giving mixed responses and claiming they never received it or that its an empty box. Im now out $2661.15 CAD and on top of that no belts with me. I filed a claim with my credit card company but knowing what Gucci is saying, that will probably also get denied. The tracking number is ************ and order number is *************

  Business response

  05/30/2024

  The client can reach out to me directly. We will not proceed with the request from the client. 

  Kind Regards,
  
  ***********************
  Senior Team ******** ****** Services Americas
  
  GUCCI
  *********************** **** *** ************ *** ***** ******* ***************

   

  Customer response

  05/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory and is not worth my time for FedExs mistake and the matter can be left unresolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  HELLO I PLACED AN ORDER HERE AND RETURNED IT FOR WHATEVER REASON DIDNT RECEIVE REFUND BUT I CANT BE WAITING FOREVER

  Business response

  05/30/2024

  The client was refunded. Claim is closed. 

  Kind Regards,
  
  ***** ******
  ****** **** ******** *************** ********
  
  GUCCI
  *********************** **** *** ************ *** ***** ******* ***************
  

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Gucci handbag sent pictures and emails to ***************************************** and ******************************************* on April 30th and have yet to receive a response from SVP of North America team. I received my handbag this past Tuesday. PIctures will be provided in separate email.

  Business response

  05/30/2024

  The client was assisted by the store and resolved. 

  Kind Regards,
  
  ***********************
  Senior Team ******** ****** Services Americas
  
  GUCCI
  *************************************** **** *** ************ *** ***** ******* ***************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩