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 has 48 locations, listed below.

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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

• 

  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:08/29/2022

  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.

  I attempted to make a purchase on the ********* website on August 23rd, order number #**********. On August 24th, I was notified that the order was cancelled for presumed fraud. I got in contact with PayPal and my credit card companies who each informed me that ********* cancelled the order, not either of them. Over the next couple of days, I submitted over 6 purchase orders contacting new credit card information and PayPal information, which were each cancelled by ********* (*********** ********** ********** *********** ************* **********). Each time that I have contacted my credit card companies or paypal, they have redirected and shared that ********* is canceling the orders, not them. In fact, soft holds are showing up on my cards. For this reason, I have continuously contacted ********* the company and have now wasted valuable hours attempting to make transactions and get support only to have my order cancelled by the company without plausible reasoning. I am filing this complaint based upon the continuous mistreatment, negligence, and inability to facilitate sales without issue by *********. There is absolutely no reason that a customer should ever need to create 7 or more purchases for the exact same items for them to be denied by the company. This behavior should be monitored by the business and investigated.

  Customer Answer

  Date: 09/22/2022

  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 received a call. I was told they would look into and that I would get a call back. Never did. 

   

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

  Sincerely,

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

  Customer Answer

  Date: 10/23/2022

  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 was told that I would receive a call back. I did not.  

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:08/26/2022

  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.

  I bought a bag on 11/2021 at the ***** store and paid $2,350.00 The bag came with a manufacturing defect, the thread stitches were coming off and after a few months of waiting for an exchange and a few trips to the store, I got the change on 7/15/22.I did not have a good experience with my first bag, I had to go several times to the store to change it and they wanted to give me a used bag, which I was very upset, after waiting for a new bag, I finally made the change on the 7-15-22 but to my surprise again, that bag also has the same manufacturing defect which I feel very upset, since Gucci being a recognized brand does not have good quality control, so I ask they return my money as I am not happy with the product received. I just contacted the store and they already know, I contacted the Gucci corporate with no response to the day, I need to resolve this situation as soon as possible, I'm not returning the bag not because I don't like it or changed my mind, it's because this is the second time I receive a defective product.

  Customer Answer

  Date: 08/30/2022

  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:08/25/2022

  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.

  ordered 9 items from Gucci, when items arrived they were subpar quality and they all came with different colors from what I had ordered. I have requested a return which they have sent me a label for and I have returned to a ************* After TWO WHOLE months Gucci is still refusing to refund me my order under the guise that they opened a ***** claim which ***** has not come up with a solution for yet. They are refusing to refund me THIRTEEN THOUSAND $s. This is absurd behavior from a company that is ***************, customer satisfaction and leisure. Oh and I was told a manager would contact me multiple times, which they never have, overall I would never do business with such scummy individuals again.The following is all related information to the complaint:order number: ************ item ordered: 9 total amount after taxes (in CAD): ********

  Business Response

  Date: 10/10/2023

  complaint is resolved
  
  

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair 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.

  Ive made a return through gucci ****** and have complained about an issue persisting. My return hasnt been delivered and has been deemed lost. Its been weeks and Gucci Isnt helping at all. They filed a claim with ***** but I havent recieved any type of resolution and its been a while.

  Customer Answer

  Date: 09/18/2022

  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:08/22/2022

  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 ordered a pair of slide as a gift for someone. Order #************. The style ended up not being comfortable or liked by the individual so I collected it back and sent it back to Gucci with hopes of finding another gift once the money was returned. Unfortunately, the return was rejected for it being worn. This is false. The item was not worn. Upon receiving the return I inspected it and did not see an sign of worn as described by the customer service rep that I emailed me. I asked what is the remedy and was ignored. Attached are the most recent image of the item along with the receipt, and email communication to resolve this issue.

  Customer Answer

  Date: 09/15/2022

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

• Initial Complaint

  Date:08/12/2022

  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.

  Purchase an item and need warranty replacement have contact them multiple times without response

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair 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 would like file a complaint for Gucci online ****** I order GG Marmont matelass leather super mini bag Style: *************** Color: black ******* leather Size: U C$ ******** Qty shipped: 3 On 7 Jul 2022, somehow I didn't want the product and I return the package they issue me ***** prepaid label and I dropped my package at ***** authorize centre on Wednesday, 2022-07-13 since then my package hasn't moved and when I contact Gucci for my refund they said package seems to be lost and then they open lost in transit claim by ***** and when I contact back for refund after 14 days they didn't issue me a refund.

  Customer Answer

  Date: 08/26/2022

  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:08/10/2022

  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 sandals (Gucci Isla ****** sandals) in May of 2021, fast forward May of 2022 I noticed damages in my item but I had only wore the sandals maybe 5 times the prior season. These damages prevented me from wearing them so I contacted Gucci and sent them pictures of the sandals at which time they assessed that they would be eligible for a refund all I had to do was send them in and I would be processed a refund. I sent the sandals in on June 19th and they notified me via email on July 4th, they were received and I would be contacted shortly about my refund. It is now August 9th and I have reached out on over 5 different occasions to at least 3 different people at which point my refund process has been escalated to a manager however I still have not received any answer other than please be patient, there is only one person processing refunds yet I am not receiving any correspondence or updates unless I call in! These were $600 sandals that literally fell apart at this point I just want my money, as much as I like Gucci this is really putting a sour taste in my mouth.

• Initial Complaint

  Date:08/09/2022

  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.

  Hello I sent my Gucci Purse in for repair 2months ago! After horrible customer service and waiting on my Purse to be sent back for repair I called 4 weeks straight asking them I sent my Gucci Purse in for repair 2months ago! After horrible customer service and waiting on my Purse to be sent back , I finally received my purse . After calling and emailing 4 weeks straight asking them to send my purse back they stop replying to my emails ! However, I did not receive my Gucci box back nor my Gucci Dust bag.I sent you all my purse perfectly package with my Gucci box alone with my dust bag that did not return.Your team poorly sent my purse back n just a package box.Where is my Gucci box and my dust bag for my purse ! Please expedite my Gucci box and dust bag to me! Im very disappointed at your service!! Please expedite my Gucci box and dust bag back to me that I did not receive back!! to just send my purse back but they never did.They stop replying to my email .However, I did not receive my Gucci box back nor my Gucci Dust bag.I sent you all my purse perfectly package with my Gucci box alone with my dust bag that did not return.Your team poorly sent my purse back n just a package box.Where is my Gucci box and my dust bag for my purse ! Please expedite my Gucci box and dust bag to me! Im very disappointed at your service!! Please expedite my Gucci box and dust bag back to me that I did not receive back!!

• Initial Complaint

  Date:07/29/2022

  Type:Delivery 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.

  On July 1, 2022, I placed order *********. The item ordered was a Gucci dress with a belt. When the order arrived on July 7, 2022, the box contained one large brown garment bag with a dress, one small brown bag with a belt, and paper. As soon as I tried the dress on, I found it to be small, so I created a return label to ship the dress back. I never tried the belt with the dress, because the belt contained a plastic protective wrap on its buckle. So I placed both items in the large garment bag; the small bag was placed inside the large garment bag, and I shipped them back. To my huge surprise, I received email on 7/27 saying that the dress had signs of wear and it could not be returned. Soon after, I called to find out what signs of wear it had since the dress was only tried on, and then shipped back. The first customer service rep placed me on hold for 1 hr, and after 1 hr the connection got disconnected. During my second call to Gucci, I was also placed on hold, and then the connection also got lost. Finally, I called Gucci again, and I was able to talk to ****, and I was promised that a manager would contact me as soon as possible. On 7/28, I called Gucci again, since no manager contacted me. ****** explained that the belt is missing from the dress and thus the return was rejected. I explained to ****** that the dress and the belt arrived in one box, but in two separate garment bags, and both garment bags with the belt and the dress were shipped back in one box. At 5PM on 7/28, I received a return shipment from Gucci with the dress in a ziplock bag. The large brown garment bag, that contained the small brown bag with the belt, was missing from the box. I think that someone, at the warehouse, did not check the large garment bag contents, and thus the belt was misplaced. I advise warehouse's supervisor to review security tapes to locate the garment bag, and the belt will be located. I downloaded another shipping label from gucci and I attached it to the complaint.

  Customer Answer

  Date: 08/23/2022

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

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

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