ComplaintsforGucci

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased 5 gucci model sync watches with matching bands and all of my bands have ripped or torn ( without improper use) so when I took them back to the retail store in which I purchased them from, they told me they had to be sent out in which I agreed to but then I got a call saying to repair them ( I had warranted them as well) it would cost half as much as I paid and the exact amount it cost for the watches today, so Im just asking that gucci fit the bill for the cost of the repairs being the product their selling is not of supreme quality. Thank you

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased two items from Gucci on January 19th, ****. I later called the client services line to see if it was available and I was met with attitude from ****** regarding the inquiry. I immediately asked him to connect me with a manager. He refused so I told him to cancel my order on January 20th, ****. ****** never cancelled the order. I called back a couple days later and spoke with *******. She stated she was connecting me with a manager, but she left me on hold for more than 10 minutes and never came back to the phone. In addition, she promised to cancel my order the next day when it arrived at the store. That never happened!On January 25th, ****, I called and spoke with *****, she stated the store once again did not pick up the line when she called, there was no manager available and that my order had not been cancelled. I asked for assurance and was not given any. It seemed as though she was laughing.On January 25th, ****, I started a chat with ***** after my conversation with *****. ***** did not even attempt to help, she lied about the refund processing time saying it would take **** business days for a refund (the delusion of *****). I asked for a cancellation number, but she did not know what a cancellation number was. She did provide a case number ********. I asked for a cancellation email, but she respond to that request by saying, you just called, my colleague emailed the store operations manager, they will send the cancellation email. Then she hung up the chat without another word. The nerve to steal more than $2400 from a customer is beyond pathetic! These people are simply greedy and outright shameless. Please review all of these complaints from myself and other customers. They need to be shut down.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  As a loyal Gucci guest and consumer i feel like my last experience with this company has left me feeling in an awkward place. I sent in my Gucci baseball hat i put at the beginning of 2021 to have a button fixed that fell off on 9/4/21 and was told it would take ***** weeks to fix and return next they had to order the part from *****. I sent the item in and never received any follow up pass the initial we received your item. After a few emails back and forth for months following the initial ***** weeks i started to get concerned. In may of 2022, 6 months after the approximate fix date I again reached out and was told my hat was possibly lost. I then asked if they could replace it they said they couldnt just replace it and they apologized saying that they were working on the customer care portion of ********************** I was sent to about 4 different people until i finally spoke toTaylor and she came up with the solution of refunding me the $390 for my hat which is not what i wanted i just wanted my hat. The size was sold out in the xxl and so i told her the price had increased to $460, at that time I was told that when the size came back in i could call and then she would help me get it for that price i paid the $390. Now when i just reached out to the customer care on 1/18 asking to speak to ****** i was instructed by *** that ****** told her to tell me that that offer was for 30days which doesnt make since if the item wasnt available? I am very disappointed that ****** could not even reach out to me or someone could make this right for me when all i did was send a hat in to be fixed and was given the run around for almost a year and then told that they couldnt even honor what was told to me. I have worked in customer service for over 25 years and Ive never seen any thing like this before. I have reordered the hat for the $460 because i wanted and like the hat but i feel as Gucci should honor its word for their mistake.

  Customer response

  02/18/2024

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

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have received 3 Gucci gift cards over the years, each $100. It is extremely difficult to use them and customer service is not helpful. I have wasted time I cannot get back calling the gift card people and customer service. The gift card reps cannot read 2 of the gift cards. The third was ok. They told me to call customer service, customer service told me I have to go to the store, which seems ridiculous. You can['t use the cards online and there is no store nearby. I would like store credit to be able to use the $$ online.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order with them for 2 Gucci Bloom 100ml bottles of perfume. I received one and contacted about it. They started an investigation through ***** and was told I couldnt make a return during this time. About a week later I contacted them again to initiate a return and was told again that I could not return because of the investigation. They told me the investigation would end on the 20th of January. I contacted again on the 21st and was told I could not initiate a return because the timeframe for a return had expired. *** contacted them through chat, calls and email and they have yet to solve the issue for their incompetence. I even had one of the phone reps hang up on me as if I was being rude to her. They told me theres nothing they can do on their end even after the reps spoke to their manager. This is pretty much a last ditch effort to resolve this before having to file a chargeback. Whats the point of being a luxury brand if your customer support is going to be mediocre.

  Customer response

  02/20/2024

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

  They will not accept accountability for the misinformation their rep told me and I have been unsuccessful in returning my item for a refund. 

   

   

   

   

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

  Sincerely,

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

  Customer response

  04/03/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Gucci has been resolved.
  

  Had to fight for return to get a refund. Luckily the company made it right and accepted my return after weeks of back and forth. Wouldve been a lot easier if they took fault to begin with. 

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

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of Transection 11/10/23 Paid $1185.25 Asked for returning the product that on the same original condition and get back the full refund the business have not tried to resolve the problem Trans# ***** Store: ***** Gucci ***************** I have went to the store on Jan/09/23 asked for return and refund but my request have been denied.after I asked for the store manager he came and opened the box from its original wrap since the purchase date and refused to return it. after I asked him for higher manager then I have been told it's the reigonal manager. he asked me to call the customer service to request contacting him. Contacted the customer service on the same day but at ****** and requested to speak with the regional manager. then I have been told that someone will get back to me between 24 to 48 hours.On the same day at 3:55pm a worker his name ****** called me and I have asked him if he is the reigonal manager, he reponded no, then I asked him whats his postion, he mentioned that he is a coordinator. He said that they are not able to do the return. Then I have asked him that my request is to contact the reigonal manager but he responded in unprofessional way and hanged up on me the call.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a belt for Xmas from a relative who was home visiting from overseas. The belt was purchased here in ********** but is the wrong size. I went in store, chatted online and even corresponded via email with representatives of Gucci about EXCHANGING for a size that would work forme, but to no avail. I did not get a receipt because it was a gift. The client advisor I corresponded with via emal assured me she "would be able to help me" but she was of NO help. She reiterated everything I said and then copied and pasted their policy. I asked for a supervisor after she stated only a supervisor would be able to override the exchange. Someone called me a week later for **********, **, claiming to be a supervisor. This young man basically said there is no resolve and I am stuck with a belt that is the wrong size. His reasoning is because it could have been purchased from another retailer instead of gucci. I am appalled because Gucci is a high end merchant with horrible customer service. The inside of the belt is stamped with everything Gucci and it is in its orginal packaging. To make matters worse, the client advisor who actually sold the merchandise did not put the purchaser's information in their "system."

  Customer response

  02/13/2024

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

  On Tuesday, January 30, 2024, I received a call from someone who identified herself as ***************** from Gucci Escalations @ ************.  I briefed her on what had transpired over the last month.  She told me she would contact the store and would be in touch with me. She told me to find out when the purchase was made.  I explained to her that my son was overseas but i would find out whenever i spoke with him.  Fast forward a few days, I text ***************** back at the number she gave to me and she didn't reply until 4 days later saying "thanks for confirming. I will connect with you later in today. Thank you for patience."  I feel scammed. That was on 02/05/2024. Five days later after not hearing back, I text her again but to no avail as she is not replying. This is not exemplary customer service.

   

   

   

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

  Sincerely,

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

  Business response

  03/04/2024

  The client was able to exchnage the belt at store near them. This was completed to the satisfaction of the client. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2 Gucci watches from the store on *************. The watches were Sports watches called the "Sync" I purchased a white and black timepiece. These watches were not worn everyday and kept in their respective cases, but BOTH bands broke.On different occasions.On was mine and the other was my husband Not only did the watch bands break they began to disintergrate into little pieces after they were broken and not being worn at all. I believe that this luxury brand should replaced my bands. They claim bands are not a covered entity with their warranty. I shipped the watch to them( another cost in incurred) and sent 2 estimates to replace the watch that is equally as expensive I believe the watch bands was defective because they both broke in the same manner and I would like some reciprocity for that which would be 2 replacement bands for both watches. The quality of product should be better from a luxury brand such a Gucci and they should be willing to right a very wrong situation not see this as another opportunity to get more money out of their customer. I paid a lot for watches i can no longer wear.

  Customer response

  01/29/2024

  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

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hello, my name is ***************************. I placed an order with gucci and I never received my order US5043973601, i purchased this item online the date of November 21, 2023 signature required upon arrival. It then said delivered November 24,2023 which was weird to me because I didnt get a knock at the door nor sign anything I then called Gucci and they told me that sometimes the drivers **** off that product was delivered before they do it but the day went on and it never came. I waited an extra day and then contacted Gucci services in November 26,2023 and was told **** be an investigation.I was waiting for an investigation to be done and then Gucci and Fed Ex came to the conclusion that there was no wrongdoing on *****'s part however, where does that leave me even though I did not get my package ***** did not come to my door? I've been emailing Gucci never getting a response.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped off a belt to be repaired. The once silver buckle somehow turned a pinkish just sitting in my closet. They seemed to think a replacement may be in order. I left the belt and the buckle with them. I finally heard back from them telling me I indeed need to replace the buckle for a mere ******. I will cut and paste their response. Response below. We hope this email finds you well. We have received feedback from the service center in regards to your item that was left for repair. The Gucci item that you sent in for repair has now been evaluated. The charge for the repair is $****** The estimate covers only: Buckle Replacement Repairs can only be started once payment has been received. Once we receive payment, the repair will be completed within approximately 6 to 8 weeks from the moment it arrives at the service center.No reason why. None of my other belts turned pinkish. Not even the ******* ones. Why after spending a fortune for the belt would they expect an additional ******? Well so much for the GUCCI PURPOSE they supposedly stand by below.Founded in ******** in ****, the House is renowned for eclectic and contemporary creations that represent the pinnacle of Italian craftsmanship and are unsurpassed in quality, attention to detail and imaginative design. Today, Gucci is striving to rede?ne Luxury for the 21st century.I wonder what happened to the 'UNSURPASSED IN QUALITY" part. Seems like that part just passed me right by looking for me to pay additional for the poor quality of the buckle I mean how much could this cost Gucci. Mass produced it most likely costs them a few bucks. Cut me a break and stand behind what you sell. Hey and no rush! Even a package from wish will come sooner. 8 weeks??I have emailed them telling them to return the belt and buckle and have gotten no response. Called twice no response. I would like the belt back and for them to replace the buckle no charge Hopefully it wont bankrupt them.

  Customer response

  01/31/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Gucci has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

*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. ↩