ComplaintsforGucci

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  04/2021 purchase date: $1650 price GG Supreme Star Diaper Changing bag.I purchased this changing bag for my new born baby, which was not born until June 2nd, do to the baby not able to travel much we did not get to utilize the bag until months after birth. With less than 6months of occasional usage, the bag has defective Velcro attachments for multiple compartments. I sent the bad in for repair to discover a third party repair shop works on my bag. After months of not having the diaper bag, I finally received the bag damaged and poorly repaired. I also sent my bag in for repair in my brand new unused Gucci Decorative box originally shipped in. The box came back damaged and Un-repairable condition. The Velcro fasteners were sewn incorrectly and uneven between top and bottom. I reached out to Gucci with no response nor resolution. At this point I need someone to contact me directly, I need my Gucci decor box replaced, and I need my Diaper bag replaced with a brand new diaper bag. This is a manufacturer defect from the start, and a horrible client experience. Also damaging of my personal property. I need answers Gucci.

  Customer response

  04/06/2022

  At this time, I have been contacted directly by Gucci regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

  They resolution to my issue was to offer me a full refund for my item, which I believe not to be a resolution seeming as though it has been an increase on luxury item prices. Not to mention this Item is no longer in production. Gucci has been very unprofessional throughout this whole process, not returning calls CSR being rude, taking weeks to reply to emails.

   

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

  Sincerely,

  *****************************

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I received a beautiful bottle of your perfume for Christmas of Bouquet! My husband bought it for me, as a special gift as my dad passed on Christmas Eve. It's a beautiful perfume.I have sent several emails to your customer service team and have called several times to them in ***************** only to get put off. I thought I would give it one more chance to reach out before I file a claim with the Better Business Bureau. The customer service is by far less than adequate to offer any type of help.My purse is ruined and my bottle never got replaced, as both representatives have stated several times. i have been in contact through email, text and phone calls to *********************** and ***********************************. who both stated my bottle of perfume would be replaced and my purse would be replaced as well. To date, neither will answer the phone, text or emails. I want my bottle of perfume and purse replaced.

  Customer response

  04/06/2022

  Better Business Bureau:
  I have tried to contact Gucci several times, even reaching out to corporate not only in the ** but even in *****. I have not heard from anyone regarding the broken perfume bottle and my ruined purse from the spilled perfume, even though I was promised by 2 supervisors that both would be replaced. I have texted and emailed several times since my complaint to BBB and I have heard nothing. Obviously with the price of the perfume and purse, ** assumed Gucci would stand behind their products.

   

  I am so disappointed in the customer service or the lack of. 
  
  At this time, I have not been contacted by Gucci regarding complaint ID ********.
  
  Sincerely,
  
  *****************************

  
  

  Business response

  04/27/2022

  The items that the client is contacting us about that was faukty was purchased at *****. The client ***************************** was instructed to contact ***** customer service since the items were purchased there. 

  Customer response

  04/29/2022

  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:

  [Your Answer Here]
  There have been several emails and texts from ****** and ***** stating that they are working on this URGENT REQUEST, as what is stated on my emails from the both of them. They both told me that both the perfume and purse were going to be replaced as that is why pictures of all were requested.

  Gucci is the manufacturer of the perfume and the liability lies within the manufacturer of the product not where it was distributed. 
  

  This has been ongoing since Christmas and I have been getting the run around on my items being

  Gucci must stand behind their products that they manufacturer and sell to the public. They are responsible for their products.

   

   

   

   

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

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

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a pair of Sandals in June 2021 and they were too small. Guccis sends a fed ex return label in the shoes so I had every intention on sending them back to get a refund and later purchase the correct size. I was at the time in the process of moving and didnt get around to it until January. After sending the shoes back, two weeks had passed and I heard nothing. I called the customer service line for an update. I was told the next day via email that the shoes were returned outside of the return window, in which I wasnt aware of, and that I couldnt do a return or exchange. However I have not received the shoes back or my money. Im have reached out to Gucci on multiple occasions regarding this issues. Initially on 1/29 and 3x in February since. Every time I am told that the shoes were received at the warehouse around 1/12 when I sent them back and the warehouse will send them back to me since they cant exchange them or refund me. Im also told each time that a note is put into the system and someone will contact me regarding the issues. I havent heard anything from Gucci since 1/29 unless i reach out and even then Im not really being helped. I havent gotten an email update with tracking info or a refund for this problem. At this point Gucci has stolen from me and refuses to make the situation correct. I have been a consistent shopper with them and will no longer buy anything else after this. Ive been robbed of $385.20.

  Customer response

  04/06/2022

  At this time, I have been contacted directly by Gucci regarding complaint ID ********, however my complaint has NOT been resolved because:
  

  the company is constantly giving me the run around saying theyre working on it or waiting for a team to do what needs to be done. its been over 3 months and I dont have my money back or item. I will never shop with Gucci again after this terrible experience. I attached screenshots of emails from one of their reps who reached out to me after my initial BBB post. She called and promised to have my issue resolved and this is what I got in return. I will be reaching out to my attorney to take over from this point as I have been robbed.

   

   

   

   

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

  Sincerely,

  ***********************

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Gucci bag from Bloomingdales in Manhattan and I have since told an employee that the bag started coming apart on the interior they advised me that they are unable to repair it. I called customer service on February 11th advising them that something inside the bag gave me a laceration to my finger they then told me to return to the store and there may be a slight cost to repair the bag. I have not returned to the store because how can I be responsible to pay for repair on a bag less than 6 months old

  Customer response

  04/04/2022

  At this time, I have been contacted directly by Gucci regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

  I am still awaiting a resolution from Gucci  

   

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

  Sincerely,

  *******************************

  Customer response

  05/26/2022

  At this time, I have been contacted directly by Gucci regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

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

  Sincerely,

  *******************************

• Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband purchased a Gucci bag for me in ********** over the last weekend. It is extremely similar to something I already own and I would like to return the bag. The sales associate at Gucci ********** assured my husband he'd be able to make this return from *********. We are within the 14 day return policy (purchase date 2/13). We have a Gucci store in the Saks where we live (*********, **), and they would not accept the return as they are a "leased store" and do not have the ability to make exchanges from other Gucci stores? They told me to call Gucci and ask for a return label. I did this and Gucci refused to send me a return label. They said the only way they will accept the return at this point is if I fly back to the ********** store. I have tried multiple, reasonable avenues to returning this piece of merchandise within their specified return window, as well as within the terms of what is listed on the receipt. It is outrageous to expect that I will book a trip to ********** to simply return a $1,200 purse to their store. I would like them to send me a return shipping label so that I can return the bag and get refunded.

  Customer response

  02/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

   

  I spoke to ***** from their ********** location. She was extremely helpful and responsive. She helped me with a return label when the customer service line refused. 
  
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  January 10, 2022 $2,926.13 Light ***** reversible GG Jacket order ************* On January 12th I received a package at my residence & as the ***** driver handed over my package I noticed it was damaged & felt empty so I made him aware of it.. I told the driver I wasn't comfortable taking it from ******** needed to note that the box was damaged and possibly no merchandise in it. The driver agreed and noted on his handheld device the damage to the package digitally, then showed me the confirmation. I immediately went to ***** because something didn't seem right and spoke to the manager(***) he stated that I need to file a complaint with ***** online. I did so and it was denied stating that Gucci needed to file. I called Gucci & explained to them what happened & they opened a claim for me, with almost a month from the receipt of package I called Gucci yesterday for them to only deny my claim stating that it was signed for & weighed 8lbs. Yes the package may have weighed 8lbs when dropped off but it didn't weigh 8lbs when the driver handed it to me. Now I'm stuck paying for a product I don't have & Gucci refuses to refund me.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought a purse on December 26, 2021. I tried to cancel my order two different ways less than an hour of ordering my product. I realized that I would be home in time to receive it. I was told I cannot cancel and If the package made it to my home it wont be left outside, it will be taken to the post office where I can pick it up. I guessing the delivery driver left the package anyway. The package is gone. i tried to handle this matte since December 26 to currently 2/4/22. Ive been brushed off. I was told I cannot escalate my issue I wasnt sent out a new bag. I always wasnt issued a refund. Ive spoken to several workers at Gucci and no one will help me. I have text messages as well as email of me trying to handle this. I was even told weeks ago a refund would be coming to my account ***** hours that never happened and since then I cannot reach anyone. I so upset and disappointed in Gucci I spent $1300.00 and have no purse and no money. Please help. me because ********* that works for customer relations wont respond to help me.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I place an order (#************) on January 9, 2022. Per ***** tracking (************), my order was marked "delivered" on January 12, 2022 at 4:17 pm. As soon as I saw the status update on *****, around 5:00 pm on the same day, I called my concierge in the lobby to retrieve this package who denied receiving this package at all and told me ***** never came that afternoon. My concierge manager talked to the ***** delivery person who came on January 13; he said that he was not responsible for delivering that package and he had no way of knowing who was supposed to deliver it on January 12. HOWEVER, on January 14, 2022, my concierge team still has NOT received this package. As a result, my concierge manager concluded that it is lost by whoever was supposed to deliver it on January 12 and asked me to directly contact the seller for resolution. Meanwhile, I called ***** customer service three times only to be told that I had to ask the seller to resolve the issue. I asked for the proof of signature to see who exactly signed for it but they refused to send me. Moreover, my concierge manager assured me that nothing passed through them without logging and no such delivery or signature was found on their record. This is extremely frustrating because I NEEDED this bag for my wifes birthday on July 15 so now I had to get something else from the *********** Gucci store for her (because this one I order was sold out everywhere). Gucci informed me that a formal ***** claim was filed on my behalf on 1/16, which would take up to 14 days to resolve. 18 days later, I called Gucci on 2/4 and I was told the Gucci representative mishandled my case and she filed the case again with information that was already detailed in my initial complaint. I was told to wait for 14 more days. Gucci has been passing the buck and not diligently resolving this issue. SO DISAPPOINTING, especially my wife has been Gucci's loyal customer for years.

  Customer response

  02/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** **
  
  
   
  
  

• Initial Complaint

  02/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an item and returned the item and the vendor has refused to refund my funds after numerous attempts of communications over the several weeks, The vendor received their merchandise on 1/10/2022. They have escalated and escalated the matter but no funds have been received, Gucci emphasizes the importance of customer happiness. ******************** has specified its target client segments and its desire to exceed customers expectations. The mission statement explains how its products and services contribute to increased customer satisfaction within its target market.I am not happy customer and I am disappointed that a company that is known for there integrity could subject a customer through so much confusion.

  Customer response

  03/17/2022

  At this time, I have been contacted directly by Gucci regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   I was promised by a Gucci Representative that she would escalate the issue but she never did what was necessary. I had to escalate the matter with PayPal and they returned my funds . Gucci refused to refund my funds. It had taken close to 40 days to receive my funds. 

   

   

   

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

  Sincerely,

  ***************************

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I just bought a pair of expensive limited edition ****** $700 sneakers, only to discover that the insole's paint was coming apart on the left foot as I was sweating. I told my story to the agent on the live chat who basically told me he didn't care and couldn't do anything for me. he then told me to buy another pair of shoes. WTF??? I even offered to pay for a replacement sole and he refused. I just need one freaking insole!

*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. ↩