Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/21/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a pair of D&G sneakers and after spending $895 on them I expected them to be flawless. The tongue of the left top of shoe is starting to come apart. Not only that the sticker at the bottom of the shoes says sale $507. Contacted customer service and was told the shoe has never gone on sale. Was emailing back and forth and they when I presented the damages and cost emails stopped. I know there is a 15 day return policy, so did they stop because of wasting time. I think D&G should honor the $507 price tag. If not accept the return for a full refund.

  Customer Answer

  Date: 12/16/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Dolce & Gabbana regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  Date:10/30/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ************** just arrived and is completely broken. I expect a full refund and a reship of my order. Ive attached a photo. Completely unacceptable. I contact customer service and her system is down, there has been no resolution. I am absolutely appalled. Powder has gone all over my clothing in addition.

  Customer Answer

  Date: 11/24/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Dolce & Gabbana regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I attempted to return a purchase a the store location and the return was refused. I returned the item in the exact same condition that I received the item in. I was accused of attempting to return a used item. I had not used nor worn the item and I still have not. I attempted to return item, a paid of shoes, four days after the original purchase date. If the shoes had been worn they were already worn when I purchased them. The store did not have the shoes in stock when I purchased them. They had to order them from another location. When they called me and told me order was ready for pick up I simply went to the store and picked the shoes up. I did not take the shoes out of the bag and unbox them to look at the soles of the shoes to examine the bottom to make sure they were in pristine condition. Im sure they did not inspect the shoes to this degree either when they received them from the other store location. I have never in my entire life attempted to wear a an item and then return it for a refund and for your store manager to insinuate such is just insulting and very disparaging to me as a person and my entire character. I have never been so humiliated and ashamed in my entire life. I refuse to have to keep a $2000 pair of shoes that I will never wear just because your store manager felt like accusing me of being a liar and a cheat. Again I am requesting someone reach out to me so discuss this matter.

  Customer Answer

  Date: 09/18/2023

  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

  Date:06/27/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried placing an order on their website. The website entered in erroneous old data as I hit the submit button. Not only did it override my shipping address, but also my billing address. I immediately tried contacting them when I saw the wrong address, but they were either unwilling or unable to change the order. I don't even know how they processed the order with the wrong billing address. I would like a full refund of my money.

  Customer Answer

  Date: 07/21/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Dolce & Gabbana with any new information regarding complaint ID ********. They continue to reiterate the same thing, and has done nothing to resolve it.
  
  Sincerely,
  
  *********************************
  

• Initial Complaint

  Date:05/23/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of shoes from D&G online store. Liked the look and fit and decided to keep them. I had no intention to return the shoes at the time. After wearing the shoes for only two days I noticed they started showing peeling of the interior. They look perfect outside by inside they look worn out. I contacted D&G customer service. After going back and forth for two weeks they refused accept a return only because I didnt not keep the original packaging. Initially they admitted and accepted the fact that the shoes were damaged. I have all emails on record. Thank you for your help.

  Customer Answer

  Date: 06/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Dolce & Gabbana regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:03/22/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some sneakers from my prom and got an entire outfit made to match the sneakers. The sneakers were ordered over a month ago and I still havent received a confirmation email or a tracking number. I have reached out several times with one email stating it take 3-4 weeks but the site clearly says 3-4 days. Im not understanding and this puts me in a bad position. This item is very expensive and will absolutely ruin my prom if I dont have them due to waiting for a refund. I cant afford to go an purchase a back up plan. Hardworking high schooler.

• Initial Complaint

  Date:03/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the Dolce & Gabbana Wine Cornice special gift box as a birthday gift for my mother. This was supposed to be three bottles of wine presented in a decorative cardboard/paper wine box with carrier handle. What I received was two bottles in poor condition. One bottle and the decorative wine box was missing. The wine labels on the two I received were damagedwet, peeling and smelled like wine. Clearly the third bottle broke and was disposed of somewhere in transit along with all ************* and receipts. There was one sheet of packing paper to protect the two bottles of wine. I cannot believe they made it packaged that way. I assume the shipping box was replaced as well, since it was in surprisingly OK shape. I was hastily told to sign for the package, and did, I assumed everything was OK before opening. Mentioned above, the box was in surprisingly OK shape besides being a bit dented (it wasnt leaking or anything alarming). I have been back and forth with D&G since. I took photos and emailed them immediately after receiving the package and have the time stamps to prove it. They are not taking ownership to remedy the issue. I dont expect to keep these two bottles, but I cannot gift them in this state. I do not want them. I do not want a replacement. This is not what I paid for. I will happily dispose of them for a full refund or send back as they were received, if given a prepaid shipping label (that I am entitled to per their returns policy) and full refund. They have apparently opened up an investigation with *** that they want me to manage. So now I have to take time out of my busy day to call and track this situation directly with ***. This has been a very poor customer service, especially for a supposed luxury brand. I do not trust them. I have opened up a dispute with my bank. I just want to be able to return the items to them as they were received by me. They are making this difficult over $225 Which is not much for the products they usually sell.

  Customer Answer

  Date: 03/06/2023

  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.

  They issued me a prepaid shipping label and full refund while the item is in transit.

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

  
  

• Initial Complaint

  Date:02/16/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order for their limited edition chocolates on Feb 4th (Order **************). It's been more than 13 days and I still have not received my order. They send out a shipping email with incomplete info stating that DHL has already delivered the order to their **************** in *******, ***** on Feb 7th. The chocolates have been sitting in that warehouse for more than 8 days now and haven't even been shipped to the US. The customer service rep had the audacity to tell me that no reason can be provided for this delay. They don't even care to investigate and see why the order has been stuck for so long? It's beyond acceptable to make your customer wait for something that is perishable (I am really concerned about the quality and freshness) for more than 2 weeks. I don't think I am ever going to get my order delivered and just want a refund of $150 that I spent.

  Customer Answer

  Date: 02/17/2023

  Better Business Bureau:
  
  Thanks to your efforts, Dolce & Gabbana finally launched an investigation to see where my parcel was and provided accurate tracking info. I received my order today and the expiry date for the perishables is well into the future. I would like to declare that the issue for complaint ID ******** has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of shoes on 10/14/22 in total of $645 order number ************** I received the item and upon opening I noticed there was distinct red marks on the shoes which appear to be part of the sewing templet, I unboxed this item on video and have proof that the marks where on the shoes when received. I returned the item unworn due to these marks. I received a email on 11/29 from customer service rep ***************** telling me they would not be accepting this return due to red marks on the shoes. I informed him that's why I am returning them I also provided photos and the unboxing video. All I received back was generic responses stating this return does not fall within their return policy due to these marks. I tried explaining over and over that this is how I received the shoes, you can clearly see these marks are not from an ink pen or neglect and they are in the same spots on both sneakers which must have been from the factory, *********** refuses to help in this situation and have said they will be returning the shoes back to me.

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered $1700 boots directly from Dolce and Gabana Online but the shoe size was not true to size.. I returned them via ***** as directed and Dolce and ****** received the return. That has been over a month ago that they received the return. Their policy states within 14 days after the return was received the refund would be initiated. I have followed up for a status of my refund but to no avail. After reading reviews for their customer service it seems this is common practice and nothing is being done. It seems as though the Dolce and Gabana brand have no regard for their customers once they have collected their money. I just want to receive my refund and for the company to be held accountable.