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

  195 Broadway New York, NY 10007-3100

• 

  Gucci

  2801 Big Beaver Road Troy, MI 48084

• 

  Gucci

  7014 E Camelback Rd Ste 1049 Scottsdale, AZ 85251-1210

• 

  Gucci

  7007 Friars Road San Diego, CA 92108

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:11/03/2022

  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.

  First, you all have a great sales experience down to perfection. My salesperson was ****** from the ******* location who has been wonderful. Where I do see a need for improvement is in your shipping/logistics group. Your shipping through ***** has ruined my birthday. I ordered shoes from you all and they were shipped through ***** on 10/26 Standard Overnight shipping. ***** has claimed they attempted to deliver the packages on 10/31 and 11/1, but not once did they call me to let me know they were in or near the building. Upon calling ***** I was told Gucci made a request to have it held at the hub. I arrive at the hub for pick up and ***** ignored all of their customers by putting a non-working phone in the lobby for customers to reach them. I joined my salesperson on the line with ***** employee ***** and she confirmed the shoe was supposed to be at the hub. At the time of this conversation, the shoe was at the hub and in the process of being sent back because of their alleged attempts. My ask is for Gucci to offer more shipping options. Allowing customers to pick up their items at hubs if needed. A customer with an apartment address should still be able to receive packages. I would like some type of credit because this process has brought me to tears in anger and has cost me half of a workday running around chasing a package that ultimately wasn't released to me.

  Customer Answer

  Date: 11/03/2022

  The shoes are not in my possession because heartless ***** refused to have the shoes released to me.

   

  Also, I spoke with the management in my apartment complex and they said they never refuse packages. The sign for them and ensure they are placed in the mail lock box.

   

  Im more concerned that I dont know the proper steps to receive a signature required package from ****** No one has taken ownership of this entire situation or guided me on the right way to receive this package. This mishap on ***** cost me more than the contents in the box.

  Business Response

  Date: 10/05/2023

  ******* Store had contacted the client. The client had frustrations towards the ************* rather than with the store. Client was not happy with signature requirement and pick up procedure. As a resolution the store had offered a future collect in store service. Complain is resolved.

• Initial Complaint

  Date:11/01/2022

  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 some Gucci bloom slides. I wore them and they got caught into the escalator. Luckily I wasnt hurt. I reached out to Gucci to have my slides repair or replace and to no avail.

• Initial Complaint

  Date:10/26/2022

  Type:Order 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.

  Aug 22 Gucci America, Inc.Transaction ID: ***************** I see a paypal transaction account that never was authorized. Please refund and advise.

  Customer Answer

  Date: 11/22/2022

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

• Initial Complaint

  Date:10/19/2022

  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.

  I PURCHASED A MEN'S CROSS BODY *** FROM A GUCCI STORE IN JULY OF THIS YEAR, AND BY THE **** I REALIZED THE PROBLEM WITH THE *** IT WAS TOO LATE TO GO TO THE ORIGINAL STORE AS IT WAS PURCHASED OVERSEAS. I PAID $750 FOR THIS ITEM AND NOT EVEN TWO WEEKS LATER BROUGHT IT IN TO THE GUCCI STORE EXPECTING TO GET AN EXCHANGE BUT WAS TOLD IT WOULD BE SENT OUT FOR REPAIRS. IT IS NOW OCTOBER AND I HAVE NOT RECEIVED MY ITEM BACK NOR HAVE I BEEN GIVEN REGULAR UPDATES AS PROMISED WHEN I BROUGHT THE *** INTO THE STORE. I RECENTLY CALLED THEIR CUSTOMER SERVICE NUMBER AND WAS TOLD THAT THE REASON IT WAS TAKING SO LONG WAS BECAUSE THEY WERE WAITING FOR PARTS. THIS *** ONLY REQUIRED THE CATCH TO BE REPLACED. I WAS TOLD BY CUSTOMER SERVICE THAT SOMEONE FROM THE ********************** STORE IN MANHASSETT WOULD BE CONTACTING ME ABOUT MY ***, AND I AGAIN NEVER RECEIVED THAT CALL. I AM CONFUSED HOW A HIGH END COMPANY SUCH AS GUCCI WOULD DO THIS TO A CONSUMER THAT PAYED ALMOST $800 FOR ONE OF THEIR PRODUCTS. BEING THAT THE *** WAS BRAND NEW ANY OTHER STORE SUCH AS **** VUITTON WOULD HAVE REPLACED IT IMMEDIATELY OR GIVEN SOMETHING SIMILAR IF THE PRODUCT WAS OUT OF STOCK. THIS IS HORRIBLE CUSTOMER SERVICE ESPECIALLY WHEN THEY HAVE A NO REFUND POLICY IN PLACE. WITH THAT BEING SAID YOU WOULD THINK THAT MY SITUATION WOULD HAVE BEEN TAKEN CARE OF MUCH SOONER. MY SISTER BOUGHT A *** THE SAME DAY AND SHE IS ALSO HAVING ISSUES WITH IT AND GUCCI CUSTOMER SERVICE IS GIVING HER A HARD **** TO EVEN RETURN THE *** FOR REPAIR. AGAIN I FIND THIS UNACCEPTABLE ESPECIALLY FOR SUCH AN EXPENSIVE PURCHASE.

  Customer Answer

  Date: 11/13/2022

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

  [Your Answer Here]

   I HAVE NOT RECEIVED MY ITEM AS OF YET.

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:10/07/2022

  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.

  On September 11,2022 in *************, at **** *******, I purchased a Gucci bag with my AMEX. Upon returning to L.A. my bags hardware was scratched. September 14th, I brought my bag in for repair at the Gucci *****************. The store, suggested an exchange for the same bag. But, the store did not have the bag in stock. I was told, that the store would find me another bag. Via other Gucci stores. A week later, I went in to Gucci SCP store to check on the status of my bag, or just keep the scratched bag. The store could not find my, it was lost. No one from the store notified me of any problems with getting me a new bag. Now I am getting the runarounds for a refund.

• Initial Complaint

  Date:10/05/2022

  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.

  September 13 2022 called to request a repair to Gucci belt and gucci thong sandals because I wore them TWICE and stored with all proper storage items (dust bag/box) In proper climate and both items had oxidation spots on the brass double G emblem to the point they are not wearable. Spoke with multiple customer service agents who confirmed by email and text that I would be contacted in exactly 2-3 weeks with information on how to send the items in for repair, I was told quote "it takes 2-3 weeks to CALL ***** to ask them if they have the parts to repair both items" and if they have the parts we will send them in for repair, if parts not available we will explore an alternative solution. In hopes that my items can be repaired since they are both still for sale on the website, I patiently waited over 3 weeks now. I called for an update today October 5th 2022, and I was told we are still waiting to CALL ***** to ask if they have the parts available ...and ******* said I should carry the items with me while moving across the country (where I can't guarantee temperature control or safety of myself or vehicle while the items are left sitting in my car on a cross country move from ******** to *******). I'm unsure why it would take over 3 weeks to make a call ? I have multiple text and emails stating the time frame of 2-3 weeks from several Gucci customer care associates, but apparently the time frames you provide to your customers are not accurate. If I had been given proper expectations or time frames PRIOR to my move across country like I asked them to do in September, I could of arranged for them to be stored in a safe location. Now I'm worried my car will get broken into when thieves see Gucci boxes stacked inside. I have 2 dogs, 2 children, and a husband so there is limited room available in the vehicle as is and nowhere to hide them . Case#'s ********, ******** . *** in NY refused to transfer me to a manager and lied again about time frame please review that call

• Initial Complaint

  Date:10/05/2022

  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.

  Return * ************ I returned a wallet to Gucci In May, I still haven't received my refund. I wore the wallet once for 4 hours, the clip was so tight 4 bills could fit in money clip wallet, so i sent it back. Email correspondence says it was received. I just want a refund from this billion dollar company, they wont refund me and they have had my wallet since May.

  Customer Answer

  Date: 10/29/2022

  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:09/13/2022

  Type:Delivery 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 an Animalier leather card case ( Order # **********, Style: 523685DJ20T1000, Color: Black, Size: U) online on 8 Sep 2022 at 10:06 AM for my girlfriend whose birthday is on 9/15 and originally order was processed and getting ready to be shipped out to our house (where we both have recently moved in together at ********************************************************). at 1:35PM on 9/8 I got an email from Gucci saying the order was cancelled. I immediately called my bank to make sure it wasn't anything on their end as to why the order was cancelled, and they confirmed it was not on their end, but they could see payment went through and then payment was returned from Gucci. I contacted Gucci **************** (someone by the name of ******* (sp?)) and she could see it was flagged by by the fraud department since address could not be confirmed. She promised me she would get do some digging and get back to me immediately via text or call. I never received a call or a text on Sep 8 as promised. On Sept 9 around 2:00pm, I called customer service AGAIN, explained the issue, and they had me put yet another order and it was once again declined (order #*******) although I had clearly explained to customer service that orders cannot go through and I wanted to check on status of fraud ***** check. **************** rep (different from they day prior) then proceeded to tell me she would check up on this and "will not leave me hanging without an answer before the end of the day". I never heard back. on 9/12 I called ONCE AGAIN and spoke to a third person who has now informed me I have to physically go in to the store to order anything as I cannot order anything online. I live in ****** and this is impossible before my girlfriend's birthday. This has completely ruined her day and it is completely unacceptable. PS - I have tried contacting Gucci Corporate multiple times and no one has answered the phone.

• Initial Complaint

  Date:08/31/2022

  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.

  The transaction date: June 19, 2022 02:40:04 GMT-04:00 Merchant: Gucci Boutiques Inc.The order total: $5,350.55 CAD The business provided the items, I decided to return the items and shipped the return. Upon returning the items the tracking did not update for well over 3 months, and to this day it has not updated meaning ***** has lost the package. I filed a claim with Gucci, and they opened an investigation promising a resolution within 14 business days. I waited over 20 business days with no reply, and I kept contacting and received no updates. They decided to rush their investigation and close it against me and not provide me with a refund after providing a receipt + the tracking did not update.The business (Gucci) is no longer replying to my live chats and instead leaving me dry after spending over $5000, and in the end, I'm out over $5000 and the items.The receipt is attached.The items purchased are attached.Here is the tracking number for the return to show that it has in fact not been updated: ************

  Business Response

  Date: 10/10/2023

  complaint is resolved
  
  

  Customer Answer

  Date: 10/12/2023

  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:08/29/2022

  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.

  My name is *********************************** and I recently contacted your support about a return I made for the order number #**********. I returned my order in July and there was some kind of shipping issue with ****** Your team told me you would do a 14 business day investigation. After patiently waiting another almost 3 weeks for the investigation to complete, I have not received an update from your team and I would like a refund. This doesnt align with past experiences Ive had with Gucci and I find it unacceptable that Ive had to wait over a month for this. Is there anything else you need from me so we can solve this issue as soon as possible?Thank you.