ComplaintsforGucci

• Initial Complaint

  12/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I ordered a belt from Gucci on December 11th, 2021. This belt arrived approximately 5 days later. When it arrived, it was way too big and it was a men's belt when I wanted a women's belt. While on the Gucci website, the belt appears under the women's section but will default to a men's belt unbeknownst to the consumer unless you are paying attention. When this belt arrived, Gucci was called to inquire about an exchange. When asked why this belt defers into a men's, the representative says she didn't know why it did that but they are aware that it does. No big deal, the representative then went over the conversion size and assured that the belt would be reissued in the proper size. Again this belt came and was a men's size, too large. The belt had been sized down to a men's 30 waist when the representative had been told that it was for a female with a 27 in waist. I made numerous attempts to call the customer service line and after being on hold for more than 20 minutes, finally got a representative but the call was disconnected just a few minutes into it. This happened twice. 50% of the time, the call would not even allow a wait for a representative, it would just disconnect. I have since sent 2 emails and have not gotten a response. I want to exchange this belt for the third time, I would like to speak with someone that knows how to convert sizes on a belt that 1 representative told me was unisex but, in fact, comes sized as men's, so I am not sure how that converts to unisex. This process has been a disaster as this belt was supposed to be a Christmas gift and it is well past Christmas at this time. I just find it completely unacceptable to have such poor customer service within a company that is supposed to be reputable. These products are not cheap. If I am going to pay $480 for a belt, I would like to think that someone would be able to advise on size conversions and whether or not the product was intended to be for a man or a woman. Order#********

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased an item from Gucci on November 23 and had it returned to the shipper on November 29. The package arrived back at the Gucci warehouse on December 1st and Gucci claims to refund money **** businesses day after the item arrives at the warehouse. It has been nearly 3 weeks since my package arrived back at the warehouse and I still have not had my money refunded. Ive called customer service and all they have done is filed a claim which says I will get an answer in 1-2 business days and I havent received anything. My order number is **********

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called Gucci 4 times and my issue is not resolved. I need to return an item to them every time I called the agent puts me on hold and disconnects my call. I need assistance returning an item.

  Business response

  10/10/2023

  complaint is resolved
  
  

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed order #********** on Friday 12/3/21 and selected Premium Express Shipping so my order would be delivered by 12/7/21. As of Sunday evening, 12/5/21, I had not received any shipping confirmation, so on Monday I reached out to Gucci to check the status of my order. I was advised by two different people on 12/6 that my order has been processed and picked from the warehouse and released for shipment so I will be receiving my shipping confirmation and tracking number by that evening. Needless to say, I did not receive that and as of today, 12/9/21, I still have not received any information regarding this shipping of this order. I have spoken to 8 different Gucci ****** Services representatives at this point who have all told me the same thing, that my order is ready to be shipped and is just waiting. WHY is it just waiting? Why, when I ordered something on 12/3 and it has been ready to ship since 12/6, is my order not in the mail yet? No one at Gucci has an actual explanation for what is going on and everyone just keeps telling me they they will "look into it and try to find the fastest resolution." PLEASE HELP ME! Gucci currently has $1605 of my money, but they are not making any effort and have zero urgency to send me the products I ordered. Also, I have spent hours trying to figure out what is going on with this order and I believe I deserve to be compensated somehow for the time I've spent and the terrible experience I have gone through regarding this order.

  Customer response

  12/15/2021

  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

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order online with ********* *or a pair of sandals. The order was said to have been delivered on 11/17. I reached out to Gucci client services and advised I didnt receive the package. They indicated to me that there would be a case open with ***** and it would take 14 business days to resolve. They reached out to me today indicating that they concluded the investigation and is closing my case. I asked for details of the investigation and received no response. I called and advised the rep I did not get my item and she responded that there was a signature with my first initial and last name . I advised I did not fight for anything and there was nothing they could do. This is horrible and I would like this to be resolved the right way.

  Customer response

  01/20/2022

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

  [Your Answer Here]

   The company has not been forthcoming with communication. I have had to follow up several different times only to be told that there is no one helping . 

   

   

   

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

  Sincerely,

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

  Business response

  10/10/2023

  complaint is resolved
  
  

  Customer response

  10/13/2023

  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:

  no one attempted to reach out or resolve anything . 

   

   

   

   

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

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

  Business response

  10/31/2023

  Dear ****** ********
  
  We truly do apologize but there is nothing we are able to do on our end. This order is from 2021 and FedEx denied your claim since the GPS and driver both stated and showed it was delivered to your home. Thank you so much and have a great day.
  
  Kind Regards,

  
  ***** ******
  Senior Team Manager, Client Services Americas
  GUCCI
  ** ****** ******* **** *** ****** ***** *** ***** ******* ** ************
  

  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I decided to purchase an item from Gucci based on referrals from family and friends. I mainly fashion with Versace but was challenged a bet to give Gucci a try. I started off with a wallet from Gucci. This is because I have a wallet from Versace that is over 10 years old which looks like a new wallet. Well after owning the Gucci wallet I noticed stitching unraveling and blue dye from the leather started bleeding. After mentioning this to family and friends, they all suggested I contact Gucci. They felt as though this was a defect. I went to the Gucci store, which was a disappointing experience. Firstly, I was told they dont handle these claims and I need to contact Gucci via phone. After contacted Gucci I was informed the store misinformed me. Because the store can process a repair ticket. I went back to the store and received attitude and was informed again regardless of what Gucci stated on the call, they cant process a repair request. Maybe it is the ******* in my skin which is refusing the store to process a repair ticket for the wallet. I was able to have phone support process a repair ticket for the defected wallet. Gucci informed me the repair would take 3-4 weeks. It amounted to double that time. I understand that COVID-19 impacted their work, but I have not received any emails with updates of any delays. I emailed Gucci and was upset and requested a replacement, due to the burden that Gucci cast upon me. Shortly after I sent that email. I got an email stating my item was repaired and will be shipped. This is where I was disrespected and undervalued. The wallet had a rip that was not ripped when I sent in the wallet. Someone at the repair either thought I would not notice this damage caused by them or just was not concerned. I can only gather; this being the reason why Gucci repair took so long. In hopes of me not knowing the damage they have done. Which is why I made sure I have many pictures of the Gucci wallet before and after. Make this right 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. ↩