Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gucci

  725 Fifth Avenue New York, NY 10022-2519

• 

  Gucci

  125 Westchester Ave White Plains, NY 10601-4522

• 

  Gucci

  200 Vesey Street, Winter Garden, Level 1 New York, NY 10281

• 

  Gucci

  2801 Big Beaver Road Troy, MI 48084

• 

  Gucci

  8687 N Central Expy #1408, Dallas, TX 75225

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:12/07/2022

  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.

  On November 6th, 2022, a handbag that I ordered from Gucci on-line was shipped to me. The cost including tax was $3897.00. On November 11the I returned the bag because it was heavy, and the straps felt uncomfortable. All original tags were on the bag. I did not use the bag. I shipped the bag as originally received within the 30 day time period. Two weeks later I called Gucci after not receiving a refund. The person said the bag was received in the warehouse on 11/14/22 and I would be receiving my refund soon. On Nov. 28. I emailed and was told I'd hear something soon. I called again and was told the bag was damaged, I would see pictures and Gucci was deciding what to do. I then received an email from Paypal and received a partial refund of $2392.32. I've emailed Gucci to ask to speak to a manager and inquire about was damaged and have only received an auto reply. Wondering why I am missing $1500 of my refund. I did not damage the bag. It sat in their warehouse for 2 weeks so maybe something happened there. It does not seem right. Even though this handbag is a luxury item, not receiving $1500 is a stress for me.

• Initial Complaint

  Date:12/07/2022

  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 bought a Gucci x Oura ring in ***** A month ago a gold band fell off the ring. I took it into the Gucci store I purchased from they couldn't give me an answer on how to get a replacement or repair. The ring has a two year warranty. I called client services, sent them pictures, serial number and all information they requested. I haven't received a response and I've had this damaged ring for a month. The associate at the Gucci store told me the gold band coming off is an issue with this ring so I don't understand why I'm not getting a response. I would like a replacement now.

  Customer Answer

  Date: 01/01/2023

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

  Business Response

  Date: 10/10/2023

  complaint is resolved
  
  

• Initial Complaint

  Date:12/02/2022

  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 purchased $290 tights. In order to try them on, the tag HAD to be cut off because only one leg hole was accessible and the tag was across the other leg hole. While trying them on, the tights ripped. I immediately contacted customer service and I was told they couldnt be repaired and there was no recourse offered for the tights that I never wore. I followed up again (this is now at least two weeks after I contacted them) and was asked to provide all the same info I provided in my first complaint and was told they may not be able to honor a repair but if I sent copious photos and all the info I already provided, they would evaluate for repair. You cannot repair torn tights/pantyhose. Ive had no remedy to my issue and wasted $290 on poor quality tights that I never had a chance to wear.

• Initial Complaint

  Date:12/01/2022

  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.

  On or about Sept 2022 ...I brought 2 of my gucci vintage bags in to get repaired.....I recieved an email on 10/04/2022 that it would cost ****** for my bags to be repaired...I responded on 10-09-2022 that I didnt want the repair and to give me a time to pick up my bags.....I never received a response from the stores so I contacted Gucci corp office. After speaking to an agent she issued me that my bag was at the store located at ****************** and I could pick it up. When I went to the store they had me waiting around for over 30 min until they came back and said they cant find my bag....I was highly upset being it took me almost 45 min just to drive to the store...So I contacted Gucci corporate office again and was assigned SF Case Case - ******** on Nov 18 2022 as of 12-01-2022....I still have not received no response on the whereabouts of my bags since my response on Nov 26 2022....This is absolutely the worst service I ever experienced from a retail store in my life...This is actually shocking to me for this company to be so high end....For me I will never purchase anything from this retail chain. I basically feel I'm getting the runaround and that someone may have stole my bags.

  Customer Answer

  Date: 12/26/2022

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

   

  I am currently waiting for my bags to be redelivered back to the store at ***************** per store manager....that was Dec 12 2022....still no bags

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:11/30/2022

  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.

  Hi I made a purchase on june 1st 2022 in the amount os $2781.76. I purchased for my hubby birthday. Gucci sent an email stating they would deliver on the 3rd day so i made sure i would stay home to collect my large purchase . After waiting all day nothing came then at night i got an email saying items delivered . I immediately called Gucci, the rep told me that I should look outside, around garbage or ask neighbors which I did . She then told me sometimes the system says delivered but can come the next day so give it 24hrs. After hearing that I was alil more at ease on ****'s of it coming the next day. The next day came n still nothing so I called them again she said they would open a clam n transfer me a department that handles claims. They wrote me by email and asked me to basically state what had happened. I explained n they said they would reach out to the shipping company. After a few day nothing then I got an email staying that my claim was denied because ******* said the package was left at the door .now if I'm home why would you leave my package n also the signature on package wasn't mine .that was all I got from gucci I continued calling still no resolution to help I when the next day to the precinct filed report n contacted gucci to tell them as I'm not satisfied which any business where I shop all the time not concerned about me not receiving my package. Just ridiculous they lost a customer n not only but I had to repurchase item for my hubby bday so now I'm out of3 thousand ****************** to show .I need a resolution to this came gucci never offered any help in returning my items I never asked for the money just my items I need some foem of satisfaction this isnt okay .gucci make this right my hard earned money should be respected. I will right ,email n tell everyone about the service I received from this buisness not satisfactory at all i need NY money or goods back thankyou if any info is needed please contact me.

• Initial Complaint

  Date:11/28/2022

  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 made a purchase online with Gucci American online and paid through PayPal. I did not receive my item. *** ** delivered it to the wrong address and someone forged my signature and took the package. I disputed the transaction through *** ** , Gucci and pay pal but since someone forged my signature they will not approve my claim. This item was 1418$ after tax and I would like a refund. Its not fair for me to have to lose money for an item that I did not receive

  Business Response

  Date: 10/10/2023

  complaint is resolved
  
  

• Initial Complaint

  Date:11/28/2022

  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 purchased order number ************ on November 1st to pick up in-store on *** *** store. At no point online did the item I was purchasing say this could not be exchanged, I went into the store, waited for over 30 minutes as they were trying to locate my order on the men's floor. The same representative finally came back with my order, showed me the item and we had a lengthy discussion on the return policy if this did not fit my husband, as this was a gift. The male representative even tried it on to see if it would fit him, re-confirmed the amount of days I had to return, discussed that it wouldn't take that much longer to replace due to the monogramming and discussed with me the next steps should the item end of not fitting. The item ended up not fitting. I called the ** line to speak with someone to start the exchange. She abruptly told me I couldn't do this, placed me on hold and then hung up on me. I tried calling back was put into a loophole of picking up and replacing back on hold. The entire process of this purchase was not transparent from the start, service level horrendous to say your ** line HANGS up on people is the pure opposite of being a better business. Let alone we still have an item that does not fit and was told specifically by an in-store rep that we could, he even confirmed with his colleague that came over and inspected the item! Such a disrespectful experience that this business has left in my mind.

• Initial Complaint

  Date:11/17/2022

  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.

  Hi, This is my 2nd time reaching out through this medium hoping that someone at the Headquarters would treat me as a valuable customer and address my concern. I purchase a pair of Gucci slide that was supposed to be a gift. Once delivered to the individual they informed me that they did not like the fit of the slides. They returned it to me, and I returned it to Gucci. Upon returning it to Gucci, I received an email stating that the return was denied because the item appeared worn which is not the case. I have purchase from Gucci directly and other merchants that carry Gucci products before and never had a negative experience until now. When I initially file the complaint a rep by the name of ********* informed me that someone would reach out. I never heard back despite multiple follow up. To have spent $450 of my hard earn money especially during the pandemic and not have the individual enjoy the gift and then not be able to get my money back in unreasonable and unfair, especially to a loyal customer. At this point I would like this matter to be addressed. Because right now I have an item that is not needed. So, either a refund or a credit to purchase something else would be greatly appreciated. The order number is #************* I can be reached at ************. I would like to urgently bring this matter to a close since this item was purchased since July 2022. Attached are the pictures.

• Initial Complaint

  Date:11/10/2022

  Type:Customer Service 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.

  A breach of promise that I have in writing. Ive been contacting the company on and off for two years and Ive received nothing but , insults.

• Initial Complaint

  Date:11/08/2022

  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.

  Hello,I have returned my Gucci oline purchase order with order no: **********. When I contacted back to ask for the refund they said they havent received anything before that they said they have received empty box with out product and when asked for proofs they have ignored me and said we cant do anything. I have go to ***** to claim. But when I went to ***** for a claim they said they needed proper proofs without that they can not continue. I am so helpless in this situation right now. The GUCCI reps say they can not provide anything. Here is the tracking no of the package ************.