Complaints

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

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  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

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  Gucci

  800 Boylston St Boston, MA 02199-1900

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  Gucci

  900 W Georgia St Vancouver, BC V6C 2W6

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:04/07/2023

  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 bought an Ophidia cosmetic case on the official website of GUCCI in ***************** for $770 (excluding tax),purchased March 19, 2023 Received March 22,When I received it, I found it was not brand new. There are three problems. The first is that the two zipper pulls are not wrapped with transparent film. Second, there is a crease at the bottom. The third is that there is a mirror inside. It was wrapped in a clear film, but the film was old. I think the quality of a few hundred yuan may be like this, so I applied for a return. On 3/25 I took it to the courier company and returned it. Received the package again on April 4th, the original packaging was gone. I immediately called GUCCI customer service to inquire, and they said that it has been used and cannot be refunded. I went to the online customer service again, still the same reply. They keep emphasizing that the quality is very good, and they keep saying that they cannot be returned after use. They asked me if I took a picture when I received it. I didn't take pictures. I said you take out the factory photos and take a look. I don't really use it. Also, they sent me a poor quality bag and when I returned it they said I had used it and couldn't return it. The price of this bag is not expensive. Now they have a problem with my character. They blamed all the problems on me. It's not my fault that I'm crazy, things like this happen in America too, I really have nowhere to complain, hope you can help,the photo I am uploading now was taken when I received it on 4/4, and it is the same as the one received on 3/22,thank you.

• Initial Complaint

  Date:04/06/2023

  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 purchased a Gucci bracelet online for $378 on February 9 (order # ************). When it came to me the clasp was broke. I went to the store where they gave me a return label, and I shipped it to the return address on the label via Fed Ex. It was received by Gucci on March 9. They said it would take **** business days for them to process the return. On March 22 I called, and they said it looks like it is on hold for some reason. The representative said they would email the person responsible over holds. On March 27 I called again, and they said they were putting in a late refund request claim and that takes 3-7 business days. I called today, and they said they aren't sure what is going on and why I have not received a refund. The representative claims she will contact whoever that person is in charge of that.

• Initial Complaint

  Date:03/27/2023

  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 stockings which came wrapped in tissue paper; the stockings, had tags where you couldnt stick your hand in/ or try them on without taking tags off. I proceeded to try on stockings; the stockings had two holes one in each leg. I immediately called Gucci explain how I tried on the stockings and found two holes. They were accommodating asked if I wanted a refund or exchange; I asked for an exchange as I would have kept them if they werent damaged. She asked if the size fit and that I needed to send picture of holes for them to issue an exchange. They issued me the exchange and I live in *******, ** where they only have a drop off ***** inside ********** which I took the product to but the ** code didnt work . They explained I need to go to a real ***** store which closest one was in **********. They received the product didnt hear nothing for a week. Emailed Gucci asking what happen to my exchange; merchant told me exchange was canceled and a full refund was being issued. A week later; they shipped damaged product back to me staying because I wore them they cant take them back, which I only tried them on. Because I cant wear them with the holes. They gave me this big ring around for a month. And they have recordings of the calls I made to them.

  Customer Answer

  Date: 04/20/2023

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

• Initial Complaint

  Date:03/20/2023

  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 a pair of heels 35 1/2 ONLINE with a CREDIT CARD. The shoes were too small; so, I exchanged them in the store for a size 36. The 36 arrived with defects and faulty stitching. Ive called three times and received inconsistent information. I was told a check will be sent via ***** since I paid in case which is false. I was told the store would call me back and explain things , that never happened. I was also told I would receive a tracking them via ***** on March 13, 2023 that never happened. The return should have been issued via the same form of payment. I still dont have my refund. ************

  Customer Answer

  Date: 04/13/2023

  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,
  
  ***********************

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 was on a vacation in ********* when I decided to buy a pair of tights from Gucci located at ********* in ************** (********************************************************************************). I was serviced by an employee there named ******* on March 3, 2023. I immediately asked what my options were with exchanging or returning the tights for a different size since they only had a small or medium in stock at the store and I needed a large. My fianc was with me so he can confirm the information I was given to be factually incorrect. I purchased the medium tights for $315 under the impression that if they didnt fit or if they ripped, I could go to a different Gucci location in ***** and exchange them. ******* stated the tights had a 2 year warranty and could be exchanged for a different size as well. The tights ripped and werent the correct size for my height. I called a Gucci location in ******, ** and was told that the tights ******* sold me were final sale and I had no options. The sales associate knew that I was a tourist and I believe gave me the wrong information regarding returns and exchanges to make a sale and receive a commission from my purchase. I have contacted the Gucci customer service line about 3 times and have been told repeatedly that I could speak to a manager or one would reach out. After reporting the incident, I received a text message from ******* off of his personal cell phone where he basically denies what he told me and even then isnt correct in the policies Gucci upholds. I never wouldve bought them if I knew that it was a final sale. The information the sales person told me is incorrect and goes against the code of ethics listed on Guccis website for employee representations and business transactions. I have still not been able to get ahold of the manager at the ***** location or anybody at the corporate number I was given to solve this issue. My calls go straight to voicemail and the voicemail box is full so they have no way of contacting me.

  Customer Answer

  Date: 04/01/2023

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

  Business Response

  Date: 10/05/2023

  The client below has been spoken to about in store experience. This complaint has been resolved. 

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 Gucci boots from their official website and received them on Feb 3rd, 2023. However, upon trying them on at home, I found them to be of poor quality and uncomfortable. I returned the boots the next day via ****** as the return policy allows for up to 30 days. After two weeks, I received an email from Gucci claiming that the boots were not returned in their original condition, with visible signs of wear. This is completely untrue, as I had only worn them for just a few minutes at home to try. Despite having spent thousands of dollars with Gucci in the past, their customer service was unhelpful, providing us with an unresponsive phone number. They are now refusing to refund my $1800 and I am left with a pair of boots that are completely useless. This experience has led me to believe that Gucci is a dishonest company and I will not be a returning customer.Order #************

  Customer Answer

  Date: 03/18/2023

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

  [Your Answer Here]

   Someone from Gucci left me a voicemail saying that this is the number I could call or text to help with my complaint. I called that number around 10 times and left numerous voicemails and messages, however I never heard back nor received any response from them 

   

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

  Sincerely,

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

  Business Response

  Date: 10/05/2023

   | Case - ******** | BBB complaint #******** | 
  called client at ************* left client voicemail 
  emailed team directly You have a new message from the ******** BBB complaint #********  Clients merchandise was returned in non sellable condition. Photos of the returned merchandised from the warehouse attached. 
  
  +Fraud team as there is also a closed chargeback on this order.
  
  Case - ******** | Denied Return *********
  Case - ******** | CREDIT CARD CHARGEBACK*************

  Business Response

  Date: 10/08/2023

  Dear ***********************,
  
  We have determined that the boots were worn outside with visible damage to the sole of the boots and not in its original condition. The boots are also not in a condition that would deem it sellable to any client and the boots were returned due to this. You also filed a charge back with your credit card company and they ruled in our favor.  If you have any questions, please feel free to contact me. Thank you so much and have a great day.

  
  Kind Regards,
  ***********************
  **************************************************
  Senior Team ******** ****** Services Americas
  GUCCI
  ************************************ **** ***
  ************ *** *****
  ******* ***************
  

  
  

  Customer Answer

  Date: 10/18/2023

  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:

  [Your Answer Here]

   The boots are still in the box and are on the original condition. The picture you have attached is a fake picture and is so shameful that you're trying to lie like this. Just like you lied when you said you tried to reach me and left a voicemail. Attached are the pictures of the boots. They were never used. I received them in the afternoon, and returned them next morning. You're just a scam. Shame for a big brand like Gucci

   

   

   

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

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

• Initial Complaint

  Date:02/17/2023

  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.

  1/13: I purchased a tee and sneakers at the *************** Store in VA while on vacation.1/20: When I got home I called ****** Services to let them know that I would like to exchange the tee for a larger size. They then put me in contact with my sales associate, *****************, in the VA store. He and I have been communicating about the exchange that I wanted to do. Later that day he told me that they were having issues with sending out the return labels. 2/1: I sent ***** a text letting him know that I never got the return label, therefore I no longer wanted to exchange and wanted a full refund since this minor issue is taking way to long. NO RESPONSE 2/3: I called client services again letting them know what was going on. I was told because ***** hadnt responded my request was being escalated to the manager at the store. NO RESPONSE 2/10: I called client services again letting them know all that has/hasnt taken place. I was assured that this was a 2nd request that was getting escalatedAGAIN. NO RESPONSE.2/12: ****** services sent me a generic email saying that someone will reach out to me. NOTHING 2/15: I responded to ****** Services and asked EXACTLY when someone will contact me. This is unacceptable for something as simple as a return. I had done all that was require of me. I have given Gucci a reasonable amount of time to contact me or send me the return label. Still no one has reached out or sent me a return label. Now Im concern with when/if the item gets returned how long will it take Gucci to credit my credit my credit. Im truly disappointed as to how this has been handle.Still waiting.

  Customer Answer

  Date: 03/11/2023

  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:02/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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 have bought from Gucci many times, and never had this issue before. I bought a hat for $492, they said it showed up and it never did. Its been well over a month and its still not here. I live in a luxury apartment, so I really dont think anyone took the package

  Business Response

  Date: 10/05/2023

  Email sent to our carrier team for assistance. Client had also filed a chargeback for his missing package. As a result, his claim was denied. Complaint is closed however client was not so satisfied with resolution.

  Customer Answer

  Date: 10/05/2023

  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:
  

   

  
  

   I should not be charged for something I have not received. This has bad business.

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  
  **** *****
  
  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:02/10/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 went to the gucci *** store. Figured out several purchases and had informed them I lived in ** and could I buy online where they still recieved their commission. I was persuaded to not do that instead buy in store and have it shipped to me. I said often online is easier and less work for them but they pushed really hard to buy, told the instore shipping would be quicker and they'd ship. I found out later why but at the time I submitted. I paid for the items and only 1 item that was out of stock was purchased online along with 1 item I wore out. first i was given a reciept listing the items i purchased and it didnt say anything about a shipment on the reciept. i protested,someone else came, did some things on the register,like they rerang it, then i received a reciept that said a shipment. Another attempt i believe at deciept based on what happened.i was home a few days after. When I got home the item bought online was waiting,but no store items.days later the store items came, packaging was different, ripped, missing things and the belt I'd fitted on didn't even fit me. It was just all wrong. I got the reciept out and it said 14 days from date of purchase and I was on day 7. I reached out to the salesman, he said he'd respond tomorrow next day no response then 2dayslater on black Friday I reached out during working hours, again was stalled told I'd get a free shipping label I felt he was trying to move my return past the date so when no shipping label showed to my email I skipped the morning at work to ship so id be intime. 2 items. I then was told he got the return and I'd get a refund. I didn't get one. I called gucci corporate twice and was told they couldn't help in instore matters only online and twice i was told a manager would call and none did. I then was told by the sales agent that I'd been refunded. I wasn't and have never been. He then wanted credit card numbers even though he'd already said he found my account and had done the credit.total is 1520$

  Customer Answer

  Date: 03/07/2023

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

  Business Response

  Date: 10/05/2023

  called client at ********** left client a voicemail 
  emailed team directly 
  Gucci 5th emailed directly Below client ************************* has been in contact with their designated CA as well as received a belt that was sent in for return. When refund was attempted at POS it was asked to input the CC as the client paid debit. The CA Balla offered to refund it as credit, however would need the client to provide his CC details in which he refuses. Client disputed the transaction and sales audit was able to provide the client with the refund. ***************************** Associate Store Director - complaint is resolved 

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 shoes from the Gucci store in ******************** on December 16, 2022. They sent the shoes to my home address in ****. However they were damaged when they arrived. They were supposed to be white shoes however the white had faded and turned yellow. The shoes may have been in the store window and changed colors. I tried to return the item to the closest Gucci store to me which is the Gucci store at Easton. However they said they could not accept since they were damaged and that I needed to call the ******************** location that I purchased them from. Thus I called and the customer service representative said that the Gucci store direct line would call be back. However they never called me back. I have called five times and still no call back from the Gucci store direct line. I would like to receive a refund on my my purchase since they are damaged.

  Customer Answer

  Date: 02/26/2023

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

  Business Response

  Date: 10/05/2023

  ******* ***** ***** ** location has confirmed that this complaint has been resolved.