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Business Profile

Fashion Designers

Gucci

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fashion Designers.

Complaints

This profile includes complaints for Gucci's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Gucci has 48 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Gucci

      725 Fifth Avenue New York, NY 10022-2519

    • Gucci

      63 Wooster St New York, NY 10012-4304

    • Gucci

      2124 Northern Blvd Manhasset, NY 11030-3541

    • Gucci

      102 - 130 Bloor St W Toronto, ON M5S 2C7

    • Gucci

      350 Mall Blvd Ste 3002 King of Prussia, PA 19406-3262

    Customer Complaints Summary

    • 202 total complaints in the last 3 years.
    • 48 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/29/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Gucci signature clogs after wearing the clogs for two days. The quality has proven to be poor as there are creases in the clogs on both shoes. I returned them to the store. They sent them off, saying that it was normal wear and tear however, I have the clogs less than 30 days and had only worn them twice. Trying to understand how a $800 pair of clogs worn twice has creases in the top of the shoes after only two wears. The store manager was rude and refused to try to take care of the customer. I have several products of the ******************** line, however well no longer support this company mainly due to poor quality and poor customer service. This is at the ******, ************** location.

      Customer Answer

      Date: 06/22/2025

      Better Business Bureau:

      At this time, I have not been contacted by Gucci regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:05/20/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      bought a ring, but it was one size smaller when worn on my hand. So I applied to exchange it for a larger one size ring. I didn't disassemble the label and sent it back as it was. However, I received an email today showing that you can't exchange it for me, saying that this is not the original condition.I needed them to provide the proof and the photos of the inspection, and conduct a reconsideration. They rejected me and told me that this was the final result.

    • Initial Complaint

      Date:04/29/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      On April 13, 2025, I purchased a Gucci watch and two other items totaling $3,233 from the Gucci store at ******************** (Store #*****). Before purchasing, I called the store and spoke with a staff member who confirmed that returns and exchanges are allowed within 30 days. Based on this assurance, I proceeded with my purchase.During the sale, the store staff offered to resize the watch. At no point during the sale or resizing process did anyone inform me that resizing the watch would make it final sale or non-returnable. I accepted the resizing in good faith, believing it would not affect my right to return the item under Guccis stated return policy.Later, when I tried to return the unworn and untouched watch still in perfect condition with all original packaging and proof of purchase the store refused to accept it. The manager admitted that it was the staffs mistake for failing to disclose that resizing would affect return eligibility. However, despite admitting fault and apologizing, they still denied my return.Importantly, the Gucci receipt clearly states that full-price merchandise may be returned within 30 days as long as it is unworn and in original condition. It does not mention anywhere that resizing voids the right to return. Had I been properly informed at the time of sale, I would have made a different decision and would not have proceeded with the resizing.This situation is extremely disappointing, misleading, and not what I expect from a luxury brand like Gucci. Their failure to disclose material information impacted my consumer rights.

      Customer Answer

      Date: 05/23/2025

      Better Business Bureau:

      At this time, I have not been contacted by Gucci regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:04/28/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      This was a purchase made February 4th, 2025 and as of April 28th, 2025 I have yet to receive a refund. At this stage, any issues with the courier who handled the returned item have nothing to do with the client/customer. I should not be waiting for this refund at all. Furthermore, I had called previously and was told the matter would be resolved and there would be a follow up call. That never happened.

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Dear Gucci,I hope this message finds you well.I am writing to formally express my disappointment and concern regarding purchases I made through your brand. I have long admired Gucci for its legacy of craftsmanship, heritage, and Italian quality values that have always set your products apart in a world saturated with mass production. It is for these reasons that I chose to spend my hard-earned money on several of your items, trusting that I was investing in authentic, Italian made luxury.However, I was disheartened to discover that the items I received were not made in ***** as I had been led to believe, but rather manufactured in *****. Nowhere during the purchasing process whether on your website, product descriptions, or promotional materials was this made explicitly clear. This, in my view, constitutes false advertising and a breach of the trust that your customers place in your brand.Had I wanted to purchase items manufactured in *****, I would have done so at a fraction of the cost. The premium I paid was not just for the Gucci name, but for the heritage, artisanship, and quality that is synonymous with Made in *****. To find out otherwise, only after receiving the products, is both frustrating and disappointing. I feel misled.I am therefore requesting a full refund or appropriate compensation for what I consider a deceptive marketing practice. At the very least, customers should be clearly informed of a products country of origin before completing a purchase especially when the brand reputation heavily relies on Italian craftsmanship as a cornerstone of its identity.I hope you take this matter seriously, as I believe transparency is essential to maintaining the integrity and loyalty of your customer base. I look forward to a timely and satisfactory resolution.Thank you for your attention to this matter.Sincerely,***** ********* My order numbers: ************ ************* ************* ************* ************* ************ 

      Customer Answer

      Date: 05/12/2025

      Better Business Bureau:

      At this time, I have not been contacted by Gucci regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:04/07/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      ******* purchased ****** bracelet when received needed to up size bracelet was to small. Contacted customer service and they sent return label. In February return was denied saying product was damaged which i stated to agent item was never worn. Item if damaged was received that way. Agent claimed they talked with supervisor and item could be replaced verbally over phone. Item was returned and Gucci sent original item back with know explanation. After talked to agent who claimed someone would call back after they investigated issue. After know return call from Gucci and I emailed them several times with know answer. So it's now April and I still haven't received any update from Gucci.

      Customer Answer

      Date: 05/02/2025

      Better Business Bureau:

      At this time, I have not been contacted by Gucci regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:03/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Gucci bracelet was purchased at an off price retailer less than 2 years ago. The design has a charm dangle from the bracelet. It has 2 sides, one side is made of black onyx semi precious stone. Set into that stone was a gold bezel setting, that had a diamond set into the bezel. That setting has fallen out and is lost, leaving a big hole in the stone. This setting was not properly set into the stone, and is defective. It is impossible to secure a gold bezel into a semi precious stone successfully, because semi precious stones contract and expand with temperature changes. It is obvious that this setting was not secure, and is in fact a design flaw, and defective. Gucci has a warranty and they are refusing to honor it, by asking me to pay $275 to repair it. The bracelet is not worn every day, is never put in water, and is otherwise in perfect condition. It is clear why this item is being sold off price, as there must have been many returns. Gucci should repair it for free, or at least come to a lower repair price agreement, which i have offered and they refused. I have been waiting for 4 months for resolution in this matter, and management refuses to escalate my complaint any higher.

      Customer Answer

      Date: 03/27/2025

      Better Business Bureau:

      At this time, I have not been contacted by Gucci regarding complaint ID ********.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:03/03/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Ordered $1220 shoes on February 19, 2025. Paid for delivery on Friday February 21, 2025. The ***** tracking states the package has been "out for delivery" since the 21st. I called Gucci on Monday February 24, 2025 to report the problem. I was told by the customer service representative someone would call me back after the issue was looked into. I heard nothing all week and called again on Friday February 28, 2025. I told two the customer service representatives I wanted a refund and both hung up on me. The third told me if I tried to get my credit card company involved I would be "black listed," and I would never be able to buy from the website again. The representative stated I would just have to wait two weeks for ***** to conduct an investigation before possibly getting a refund.

    • Initial Complaint

      Date:02/21/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      My wife has purchased a Gucci bag and had serious fading issues a month after usage. At the time store management had approved the exchange and we have all the proof and communication from them after the inspection. Store kept changing management and took a year to have new management get back to me and let us know they had a new bag for us. They did a second inspection and sent us the same bag back. These issues were brought up a year ago and have been approved for exchange. This not acceptable that the store now not honoring their agreement they had put in writing.

    • Initial Complaint

      Date:02/20/2025

      Type:Product Issues
      Status:
      Unanswered
      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 made a purchase at Gucci on December 6th, 2024 at ************************* and was given the wrong belt at $400 plus tax I noticed when I returned home to **. I have contacted the store directly at ************ on numerous occasions always given that it was being expedited to a store manager. I simply want the belt that I paid for. The total purchase was $1211.00 but the belt was $400 plus tax. If the store would refund my money I will return the belt if they don't want to send me the correct size. Customer name is ***** ******** and the customer ID is **************. I have made several Gucci purchases in ** and ********* if they want to see my history. Thanks!

      Customer Answer

      Date: 03/17/2025

      Better Business Bureau:

      At this time, I have not been contacted by Gucci regarding complaint ID ********.

      Sincerely,

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

    Gucci is NOT a BBB Accredited Business.

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