Business Profile

Fashion Designers

Gucci

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:02/12/2025
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 1/27/25 I placed an order for a Gucci Ring. When I received the ring for my wife, it was too small in size. I contacted customer support to see if I can exchange the ring on 1/29/25. Gucci's advisor recommended that instead of exchanging the ring, it is faster for her to order a new ring and initiate the return for the original ring. I agreed and she sent me a return label for the first ring and sent me a link to pay for the second ring and assured me that there will be no problem for the return since it's not a personalized item and I am returning it right away unused. I packaged the ring and shipped it out 1/30/25 back to Gucci with the label still attached to the ring and in the original box that it came in. On 2/10/25, I was checking the status of the return only to find out that it was denied. I contacted Gucci's customer support on 2/11/25 and the agent told me that they don't have the information regarding why my return was denied. I didn't get any notification regarding the denial of the return. Now the agent tells me it will take 24 to 48 hours to get some answers and he will email with the reason why it was denied and how long it will take for me to get the original item back. Gucci has a return policy that after 30days, they won't accept the return. I feel this is Gucci's way of scamming people to order extra items. I would have gladly exchanged the product but the agent advised me to order a second item. This is an unacceptable business practice by Gucci. Please assist in preventing this kind of scam from happening to others by Gucci.
Initial Complaint
Date:02/04/2025
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 placed a order with Gucci the item was expected to arrive January 2nd, 2025 Me and my family were expected to arrive home from ******* that day but flight got delayed which caused us not to make it home before the delivery date I reached out to Gucci they advised me that the item was signed for which couldnt have been from anyone that live at the residence Gucci informed me they couldnt assist me which is very disappointing and not very custom satisfactory
Customer Answer
Date: 03/01/2025
Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
Date:02/04/2025
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.
Business Name: 02/03.25 I recently received a gift from Gucci for Christmas, along with a gift receipt. However, I was shocked to find that the receipt provides absolutely no information on the stores return policyno details on the return timeframe, conditions, or even where to locate the policy. This lack of transparency makes it unnecessarily difficult for customers to navigate the return process.The gift was from my sister, whom I was unable to see due to my father being unwell. When I attempted to return the item, I was informed that returns were not allowed. At no point was this information made available on the gift receipt, nor was I directed to any store policy regarding gift returns. A gift receipt should, at the very least, include basic guidance on where to find return policies.This lack of clear information is misleading and reflects poorly on the companys business practices. Customers should not have to search for or be surprised by hidden policies after a purchase is made. This approach feels deceptive and unfair, and I believe it is a disservice to consumers.I am filing this complaint to request that Gucci improve its transparency regarding gift returns and ensure that all necessary policy details are provided on gift receipts. I would also like clarification on why I was denied a return and whether any resolution can be offered.
Initial Complaint
Date:01/28/2025
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.
Gucci's products are hit-and-miss regarding quality; the bag was poorly made. I would NOT recommend Gucci to anyone; the guy ********* ***** was yelling and screaming at me, and accusing me that the bag was used and he could not take it back; he yelled and screamed at me in front of a lot of people who were in the store, I was so embarrassed, I could not believe how I was being mistreated when I came in the store to do a return, but when I came into the store to purchase they were so nice. It was a horrible experience. I purchased a Gucci bag and when I bought it I decided I did not like this bag and wanted to exchange it for a different bag. And when I returned the Gucci bag the same way I bought it; he treated me poorly because of the color of my skin. I have just retired and am a senior citizen. When I went to return the bag, ********* accused me of using the bag and refused to do the Gucci return. He refused to give me a refund and I was within my rights to return the Gucci to the store to get an exchange or refund. I have the right to change my mind. This was the worst experience ever.
Business Response
Date: 02/02/2025
The item was used and past the return window. The client was not yelled at by any associate verified through camera footage and witnesses. We will not accept this item being returned.
Kind Regards,

***** ******
Senior Team Manager, Client Services Americas

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

Customer Answer
Date: 02/03/2025
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 was embarrassed in public and I will see you in court with my attorney Bag is not worn. Bag in perfect condition. This bag was bought during the holiday season so I had to January 15, 2025 to return the bag back to the store. I was in my return time frame. Scam fraud and deception on Gucci.

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

Sincerely,

********* ******
Initial Complaint
Date:01/23/2025
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.
Recently I purchased a pair of boots from Gucci via their online / phone / chat platform. I had numerous calls and text with *** one of their representatives. I asked if they did not fit if there were any issues with returns. He said of course not. I told him that my size and ordered the shoes. When I received the boots they were too snug. I walked around my home to make sure that they would not work for me and they were just too snug. I immediately texted *** to let him know. He said I could not return them to a nearby store but instead had to ship them back. He seemed to be making it overly complicated to return them, but I did it his way. I told him I was travelling for a few weeks but would get them off to him the next day before I left, which I did. When I came back from my trip, I found the shoes sitting on my doorstep and I received a note that I could not return them because they had been worn. I found the way they just left them at my doorstep for weeks as well as the blunt untrue note offensive and disrespectful. The company was so adamant that someone be there to sign for the boots when they sent it to me initially but one they refused the return they just drop it off in the middle of the porch.Regardless these boots were tried on not worn and I have never had a company refuse a return for it not fitting. In looking at the boots there was some dust on the bottom which was likely there when I received them, but I wiped right off so I am confused what the issue is here outside of not want to take ********** a follow-up I called customer service at ********************, and they said they could not help and that only a manager of the returns group could overrule a denied return which did not really happen. I am asking Gucci to just stand by their brand and good customer service and take the return as stated in their return policy not make up some excuse for not taking it.
Business Response
Date: 02/02/2025
The shoes that were returned to our warehouse showed signs of wear and not in it's original condition. We cannot accept the shoes back for a refund or exchange.
Kind Regards,

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

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

Customer Answer
Date: 02/08/2025
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:

The Shoes were in perfectly fine condition and were only tried on. See photos of what was sent back.

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

Sincerely,

**** **********
Initial Complaint
Date:01/17/2025
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 ordered a pair of toddler gucci sneakers on 12/28/24. It was supposed to be delivered on 1/2/25. I was home all day because it required a signature and no one showed up. When I checked the tracking it said it was delivered at 5:29 pm and someone signed ***** for it. My name isnt ***** and I never go by ***** so I would never give that name or sign for it. This leads me to believe someone stole the package. I called Gucci requested a replacement or refund and they said they had to do an investigation. I get a letter a few days ago telling me the investigation is closed due to proof of delivery. I asked for the proof of delivery and they couldnt provide it. They couldnt provide a copy of the signature or a photo. They were very nasty and offensive basically calling me a liar. I asked to speak to a manager and the representative refused. She said a manager has to call me back. I am still waiting for a return call and have yet to receive one. I want my money back because they are a fraudulent company and unethical. Their customer service is terrible. I also have no footage from a delivery person on my ring at that time. I was a refund. Ive attached all the activity from my ring door bell and the delivery information.
Business Response
Date: 02/02/2025
Dear ******* ******,
I will have my team take another look at this cliam and add the photos provided here. Please feel free to contact me on Tuesday since I will be in the office that day. Thank you so much for your patience.
Kind Regards,

***** ******
Senior Team Manager, *************** Americas

GUCCI
*********************** **** ***
************ *** *****
Mobile: ***************
Email: ****************************************************************************
Initial Complaint
Date:01/02/2025
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.
This has become a major issue. I was told by Gucci Wooster st management to send them my old back that was defected and they were going to finally send me a new inspected bag without defect. I have been dealing with stefania and ****** *****. I never received the bag and have been trying to reach the store for two month now and customer relations keeps telling me they will have manager call me but still no call. **** is a manager at customer relations. This issue has been going on for too long and I dont even know who new management is in this store. Still waiting for someone to call me and the bag. This issue needs to be taken care of once and for all. I have voice mail from ****** and many emails from Stefania promising to resolve this issue.
Business Response
Date: 01/23/2025
The store team has been in contact with the client to reoslve this matter immedietly.
Kind Regards,

***** ******
Senior Team Manager, *************** Americas

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

Customer Answer
Date: 01/24/2025
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]
as of now I am working with the store team but my issue has not been resolved yet. I am waiting for a return label. I have provided them with all the emails with previous management and they have stated they would jog or my agreement

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

Sincerely,

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

Business Response
Date: 02/04/2025
We have attempted to contact the client on multiple occasions and she disconnected the call on 2/3 on several occasions. She can contact us when sher would like to complete the resolution.
Kind Regards,

***** ******
Senior Team Manager, *************** Americas

GUCCI
*********************** **** ***
************ *** *****
******* ***************

Customer Answer
Date: 02/04/2025
Better Business Bureau:

I am not sure what this person means. I have been in touch with management at the store and corporate office and have been speaking with them. Nothing has been resolved yet as agreed upon. But we are working towards it
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]

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

Sincerely,

******* ******
Initial Complaint
Date:12/17/2024
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 May 24, 2024: I contacted Gucci to inquire about cosmetic repairs for my Gucci bag. The process was not user-friendly.June 10th, 2024: ******************** received the required photos of my bag, including images of the entire bag, close-*** of the areas needing repair, and proof of the hardware saying "Gucci".Prepayment Requirement: I was instructed to pay over $500 upfront before sending my bag for repair.August 20th, 2024: I was advised that the bag was in transit via ****** and I received is shortly afterward.Upon receiving my bag, I initially assumed the repairs were successful. However,October 21st, I contacted Gucci because the handle had broken. This was surprising because the handles were in perfect condition before I sent the bag for cosmetic repairs.October 25th, 2024 I sent additional pictures of the broken handle for evaluation.Gucci completed their evaluation and offered a complimentary repair under their Gucci Care Coverage.The real issue came to light during this evaluation process. When comparing the pictures I initially sent to Gucci the first time, I discovered that the hardware on my bag no longer said "Gucci". This alteration compromises the authenticity of my bag, which was confirmed as authentic during Gucci's initial assessment.I called Gucci Corporate on November 1st and November 13th and I was advised that someone would call me within 72 hours and never received a call.Gucci failed to inform me before processing the repairs that they would use non-Gucci hardware.Gucci was well aware of the original hardware branding. Their decision to replace it with non-Gucci hardware is unacceptable.
Customer Answer
Date: 01/11/2025
Better Business Bureau:

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

Sincerely,

********** *****
Initial Complaint
Date:11/25/2024
Type:Service or Repair 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.
Gucci failed to honor a 2 year warranty for a manufacturing defect in their sunglasses. We were charged $75 for repairs although there was no misuse or damage. They fell apart!
Business Response
Date: 12/09/2024
The client purchased these sunglasses at the ***********, not through Gucci. There will be a cost associated with any repair for glasses not purchased directly through Gucci.
Kind Regards,

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

*****
*********************** **** ***
************ *** *****
******* ***************
Customer Answer
Date: 12/10/2024
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 business' response was not only disappointing, but incorrect. The glasses were not sold by **************** The glasses were sold by an Authorized Retailer, called ********************. The fact that these were purchased at an Authorized Retailer should qualify for the warranty, especially since this was a manufacturer's defect which caused the glasses to fall apart within only 9 months. That fact is not in question here. There was no "wear and tear" damage at all. What is the point of having "Authorized Retailers" if they can not act in good faith as a representative of the company which authorizes them? This is so far beyond outrageous that I feel I must take much stronger action if Gucci Eyewear does not stand behind its two year warranty in this case without ducking behind a lame excuse. Not only will we contact the news media who specialize in resolution with recalcitrant brands, but also with social media influencers. Our daughter has a very successful blog with a huge following of well heeled consumers. I will make it my mission to let every friend, client, and acquaintance know about this travesty. Gucci is supposed to be a luxury brand which treats its clientele with respect, not nickel and dime them for less than $100. I will also contact the main brand in ***** which licensed Kering to use the Gucci name and ensure they are aware of the damage being done to the Gucci reputation. As a CIO in high fashion since 1989, I have a long history of understanding the customer centric luxury experience. This is not it, folks. Don't **** off your long term customers, especially when they are very well connected and in the right.

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

Sincerely,

****** *****

Business Response
Date: 12/11/2024
The original purchaser can email me directly at my email below to assist. We cannot give any details about any client to anyone other than the client who made the original purchase.

Kind Regards,

***** ******
Senior Team Manager, *************** Americas

GUCCI
*********************** **** ***
************ *** *****
******* ***************

Customer Answer
Date: 12/12/2024
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 respondent asked me to email them but failed to provide the email. Also, I am the original purchaser. Please advise.

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

Sincerely,

****** *****
Initial Complaint
Date:11/25/2024
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 ordered two Gucci bags on 09-12-2024 for $3689 and then returned them to Gucci.Both the items were unworn with original tags and ribbons everything as it was sent . I returned them on sep 11th within the 30 day return period . They received it on sep 16 and 10 days later they emailed me saying the return for both bags was denied because the tags were not attached. However all the tags were in place when I sent the items back . I tried reaching out to the client services many times and they just ghosted me saying some manager will call me . I responded to the email that was sent telling them that all tags were absolutely in place . They didn't respond to me for 2 weeks and then sent me the items back with all tags and ribbons removed . I contacted the client services again and after lots of hassle some manager called me only to say that Gucci reserves the right to deny a refund and no reason was provided .He was extremely rude and did not listen to anything . I tried to apply to my bank for chargeback but that was not valid since the goods were sent back . I tried messaging Gucci on social media platforms like Instagram and ******** but they didn't reply to anything . I emailed again to client services , to the Gucci boutique store to accept my return because they are the ones who tampered with it but no reply .At this point I was even considering filing a case in small claims court because its highly unprofessional behaviour from Gucci for ghosting customers and denying refunds without any reason . All that was expected was a simple return and refund . It did not have to be so complicated . I wish to return the items back to Gucci but they are not responding . Thanks
Business Response
Date: 11/26/2024
We have reviewed the client's claim and have deemed them inaccurate. We will not refund the client and we look forward to presenting our evidence in court.

Kind Regards,
***** ******
****** **************************** ********
*****
*********************** **** ***
************ *** *****
******* ***************

Customer Answer
Date: 11/27/2024
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]
I simply wanted to return the items back to Gucci and what I sent was in compliance with their return policy . All tags were attached including the ribbons and it was within the 30 day return period . They themselves issues me the return label . However what I'm facing is beyond my comprehension . Both the items sent back by Gucci have not only the tags removed but also the ribbons and they are blaming it on the customer (me) just so it can give them an opportunity to deny me a refund which is my right . Unfortunately after removing all tags they have taken pics and using them to deny me a refund . I urge the Gucci authorities to please look into this matter and try to understand the situation . It was a big amount of $3689 and it's unfair to force the customer to keep the item . My request to ******************** is to please resolve the matter and accept my return request.
Thanks

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

Sincerely,

**** *****

Business Response
Date: 12/09/2024
We will not allow this client to return anything to us. The client has been informed that they are not able to return their items.
Kind Regards,

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

*****
*********************** **** ***
************ *** *****
******* ***************
Customer Answer
Date: 12/20/2024
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:

Hello here are some pictures that prove that the items were sent in original condition with all tags attached . Please advice how to move forward with this .I wish to receive full refund and to be able to return the items back to Gucci .
Thanks
**** *****

Sincerely,

**** *****

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