ComplaintsforGucci
Fashion Designers
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Complaint Details
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Initial Complaint
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am writing to request an update on the status of my Gucci shoes which I dropped off for repair at the ****** location on February 10th. Despite multiple attempts to communicate with staff, I still haven't been provided with a timeframe for when my shoes will be fixed. The level of customer service has been frustrating and disappointing, with my latest message on March 5th going unanswered. Overall communication has been severely lacking. As a loyal customer of ********************, I've never experienced such poor service before. As a result, I'm reluctant to make any more purchases moving forward.Customer response
04/18/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding Gucci has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
OK
Sincerely,
***************************Initial Complaint
03/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Item 1: globe, ******* luggage: Sku: ********* Style code: 5336189VEGW8449 $3263.00 Item 2: GG tote: Sku: ********* Style code: ****** HUHFN1000 $ ******** Dear *******, I hope this email finds you well. I am writing to request a full return for two items that I purchased from Gucci. Unfortunately, my black Gucci Globetrotter luggage has been in your possession since Aug 1, 2023 with no estimated return date and no clear update to the location of my luggage. This luggage was only used once prior to sending for a repair. The repair was a simple manufacture defect (a small piece of the metal bracket was misaligned). At this I can only assume my item has been either misplaced or lost within your company. More than 20 calls has been made to customer service and more than 20 emails has been sent my behalf, but still no update was given by GUCCI.In Dec 2023 a matching black Luggage GG Tote bag was purchased with the hopes that I would receive my luggage ( Globe-Totter) to make a complete matching travel set.In November 2023 I was given the option for a refund or an exchange. the offer because I wanted my original purchased luggage. I loved the appearance, and once again, this luggage has been used only once. Now, I kindly request a return for the two items and a full refund of the purchase amount $ ********. I would greatly appreciate it if you could provide me with instructions on how to proceed with the return/refund.If there are any specific forms or documents that need to be filled out, please let me know and I will promptly complete them.Thank you for your understanding and cooperation in this matter. I value your customer service and hope for a smooth resolution to this issue. Please feel free to contact me if you require any further information or have any questions.Looking forward to your prompt response.Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a Diamantissima watch back in October of 2022. I paid $1300+ for said watch. The band on this expensive watch started splitting not too long ago. I attempted to file a warranty claim and was told that the warranty wouldnt cover normal wear and tear. I informed the representative that I had done nothing to cause any damage to the watch. I havent even worn it daily for the past year or so. So, how could splitting of the band amount to normal wear and tear in such a short timeframe? With that said, there has to be a defective part present, which is covered in the warranty. All I want is a new leather band. By the way, trying to get in touch with someone in the service center is maddening. I tried calling multiple times, no one would even pick up. I sent an email last month, and it got ignored. And when I finally reach someone, shes no help. I spent way too much on this watch to have the leather band split within a years time. Wheres the luxury in that?Initial Complaint
03/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
To whom it concerns:Back in February my husband purchased a bathing suit in total of $820 that was not the right one, therefore I attempted to return it. Upon trying to return they let me know that they could not return the item because the "plastic lining was removed". I did not remove the lining specifically as I knew this was the wrong product and I would need to return it. I spoke with a customer service manager and they refused to make the return, telling me that the lining was not there. The lining was definitely there. This was an expensive purchase, and its extremely unprofessional on their part to accuse me of something I did not do and not allow me to return this item. Please let me know the remedy to get this credit back.Business response
03/25/2024
We have attempted to cotact the client on several occasions but have not heard back.Initial Complaint
03/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned order ********** perfume with the promise of a refund. It has now been over the given amount of time to receive a refund and have received nothing and I have contacted customer service who have come back and said to wait longer. I have returned the item and it has been received by your facilities and i have waited the required amount of time. I am requesting my promised refund of $181.02.Business response
03/20/2024
The perfume was refunded on 3/13/2024. Picture is attached.Initial Complaint
02/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased this handbag online and it was still put up for a couple of months. When I finally decided to wear the bag I noticed that anything that runs up against the bag stains it. This bag was very poor quality and had it stated that or had reviews I wouldnt have wasted my money because I reached out to Gucci and was suggested to take it to get professionally cleaned but I have other designer bags and it never look destroyed or bad looking like this handbag. I noticed that it isnt even available in their website anymore and Im guessing others has had the same problem or worse and now Im out of ****** for my handbag that I have had less than a year. Im very disappointed.Business response
03/04/2024
We are waiting for the client to send us photos in order to proceed with the resiolution.Initial Complaint
02/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a ring from Gucci in *** in Dec 2023. I live in ********. The ring broke within 10 days of purchase. I contacted customer service and it took 10 days for them to decide they would ***** a refund and they sent a shipping label for me to return the ring. I followed the instructions and returned the ring, however ***** lost the ring. A representative named ****** at Gucci assured be I would not be responsible for the ring, valued at almost $500. It's been 2 months and now Gucci has decided they will not ***** a refund or replacement ring and will not answer or return any texts or phone calls. I cannot file a claim with ***** as I did not create the shipping label, Gucci must do that. It's been extremely upsetting, time consuming, and I feel dumped on by Gucci. I would like them to either file the claim, replace the ring, or ***** a refund.Business response
03/05/2024
The client was refunded for the ring that was dropped off at a ***** drop box.Customer response
04/09/2024
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
02/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased earrings for my wife for Christmas online. The earrings arrived and one of the clasp/backing was not working. I contacted the customer service phone. I was told I would need to return them and a new pair would be sent. After 3 follow-up emails, no return label was sent to me. I then called to follow up after a couple days. Was told to wait a few more days. Nothing was emailed to me. I called back again and this time was told I have to return the earrings and obtain a refund and go to a store and find something else. Still we have not even received the return label and are stuck with the earrings and no refund. The customer service people dont seem to care. No ability to escalate and get any help. Feels like Gucci brand is not worth the cost. Their image and brand doesnt hold up against the quality of their products and service. Very disappointed.Business response
03/04/2024
The client has been refunded for this.Customer response
03/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. Although they refunded me, the process required me to follow up with them multiple times to obtain a return label. Even though I accept the resolution, my case should be public so other customers are aware of the online return process will require a customer to follow up multiple times in order to obtain a return label.Sincerely,
*****************************
Initial Complaint
02/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Date purchased - 2023-12-08 False Shipped email and tracking number 2023-12-11 The first order number attached on 2023-12-11 did not ship from the warehouse for a long time, I had to call Gucci 3 times to update the tracking number. Updated tracking number 2023-12-18 Now telling me package will deliver at my home by 2023-12-31 I tell Gucci they promised me delivery 3-7 business days and I need this as a gift, Im going to check Gucci stores myself and buy the product if found then return the original from warehouse if needed. The advisor agreed and said that is a good plan and if I need to return I can do so when I receive the package.I tracked the package through ***** everyday.I could not find the product in stores and settled on waiting for the delivery-While tracking the package every single day, I noticed gucci themselves put in a return to sender request while the package was halfway done getting to me. I never asked anyone at Gucci to perform a return to sender. I contacted Gucci again by phone and said whats going on- they apologized and said there is nothing they can do to intercept the package and it needs to go back to the warehouse. I ultimately said okay, give me my refund and I will purchase something else myself from *******. Gucci received the package at their warehouse on 2023-12-27 and it was signed for.I have contacted Gucci 4 times since asking about my refund. It has now been 39 days since Gucci intercepted and returned my package themselves, and did not refund me. I asked Gucci myself is someone from the warehouse scamming me because this is not normal at all. I have never experienced anything along these lines and have never filed a complaint, Im beyond the point of frustrated now. I literally feel like they owe me an apology and more plus my refund.Business response
03/05/2024
The client was refunded on 2/5.
Kind Regards,
***********************
Senior Team ******** ****** Services Americas
***** *************************************** **** *** ************ *** ***** ******* ***************Initial Complaint
01/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased a sweater on December 23 as a gift. Return policy on bill days extended Christmas returns till Jan 31. Went in Gucci store, **** Renfrew location, at ******** Mall, *******, ******* ** Sunday January 28th and was told I cant return item. Manager claimed Gucci is a boutique store inside **** Renfrew and doesnt follow same policy. However receipt is **** Renfrew and Return policy indicated at bottom of bill doesnt indicate this. Back of bill ie blank. How are customers suppose to know they dont follow this policy, nothing was indicated verbally, nothing on bill and customer service (who I have been dealing with since Sunday has no legal or logical answer. This is shady customer service and purposely withholding their return policy from paying customers. How would customers know of their own internal policy if it is not displayed in the store, not mentioned verbally or not printed on their receipt. Now customers like myself are stuck with items and they keep our money. This is unacceptable. Please help me resolve this. This is a large sum of money and unacceptable and unethical consumer practices.
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Customer Complaints Summary
223 total complaints in the last 3 years.
92 complaints closed in the last 12 months.