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Business Profile

Fashion Designers

Gucci

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fashion Designers.

Complaints

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

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.

    Please enter a valid location.

    • 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

    • Gucci

      900 W Georgia St Vancouver, BC V6C 2W6

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 handbag sent pictures and emails to ***************************************** and ******************************************* on April 30th and have yet to receive a response from SVP of North America team. I received my handbag this past Tuesday. PIctures will be provided in separate email.

      Business Response

      Date: 05/30/2024

      The client was assisted by the store and resolved. 

      Kind Regards,

      ***********************
      Senior Team ******** ****** Services Americas

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

    • Initial Complaint

      Date:03/25/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 am writing to request an update on the status of my Gucci shoes which I dropped off for repair at the ****** location on February 10th. Despite multiple attempts to communicate with staff, I still haven't been provided with a timeframe for when my shoes will be fixed. The level of customer service has been frustrating and disappointing, with my latest message on March 5th going unanswered. Overall communication has been severely lacking. As a loyal customer of ********************, I've never experienced such poor service before. As a result, I'm reluctant to make any more purchases moving forward.

      Customer Answer

      Date: 04/18/2024

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Gucci has been resolved.

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

      OK
      Sincerely,

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

    • Initial Complaint

      Date:03/21/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Item 1: globe, ******* luggage: Sku: ********* Style code: 5336189VEGW8449 $3263.00 Item 2: GG tote: Sku: ********* Style code: ****** HUHFN1000 $ ******** Dear *******, I hope this email finds you well. I am writing to request a full return for two items that I purchased from Gucci. Unfortunately, my black Gucci Globetrotter luggage has been in your possession since Aug 1, 2023 with no estimated return date and no clear update to the location of my luggage. This luggage was only used once prior to sending for a repair. The repair was a simple manufacture defect (a small piece of the metal bracket was misaligned). At this I can only assume my item has been either misplaced or lost within your company. More than 20 calls has been made to customer service and more than 20 emails has been sent my behalf, but still no update was given by GUCCI.In Dec 2023 a matching black Luggage GG Tote bag was purchased with the hopes that I would receive my luggage ( Globe-Totter) to make a complete matching travel set.In November 2023 I was given the option for a refund or an exchange. the offer because I wanted my original purchased luggage. I loved the appearance, and once again, this luggage has been used only once. Now, I kindly request a return for the two items and a full refund of the purchase amount $ ********. I would greatly appreciate it if you could provide me with instructions on how to proceed with the return/refund.If there are any specific forms or documents that need to be filled out, please let me know and I will promptly complete them.Thank you for your understanding and cooperation in this matter. I value your customer service and hope for a smooth resolution to this issue. Please feel free to contact me if you require any further information or have any questions.Looking forward to your prompt response.

    • Initial Complaint

      Date:03/20/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Diamantissima watch back in October of 2022. I paid $1300+ for said watch. The band on this expensive watch started splitting not too long ago. I attempted to file a warranty claim and was told that the warranty wouldnt cover normal wear and tear. I informed the representative that I had done nothing to cause any damage to the watch. I havent even worn it daily for the past year or so. So, how could splitting of the band amount to normal wear and tear in such a short timeframe? With that said, there has to be a defective part present, which is covered in the warranty. All I want is a new leather band. By the way, trying to get in touch with someone in the service center is maddening. I tried calling multiple times, no one would even pick up. I sent an email last month, and it got ignored. And when I finally reach someone, shes no help. I spent way too much on this watch to have the leather band split within a years time. Wheres the luxury in that?

    • Initial Complaint

      Date:03/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      To whom it concerns:Back in February my husband purchased a bathing suit in total of $820 that was not the right one, therefore I attempted to return it. Upon trying to return they let me know that they could not return the item because the "plastic lining was removed". I did not remove the lining specifically as I knew this was the wrong product and I would need to return it. I spoke with a customer service manager and they refused to make the return, telling me that the lining was not there. The lining was definitely there. This was an expensive purchase, and its extremely unprofessional on their part to accuse me of something I did not do and not allow me to return this item. Please let me know the remedy to get this credit back.

      Business Response

      Date: 03/25/2024

      We have attempted to cotact the client on several occasions but have not heard back. 

    • Initial Complaint

      Date:03/11/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 shoes and I visited a local store asked what size shoe should I order since they come in European sizes. I ordered the size that I was told. Never worn because I had surgery. Went out of the country and brought them and saw immediately that they were not my incorrect size. I just want to do an exchange.

      Business Response

      Date: 04/04/2024

      The shoes were purchased on 10/6/2023. They are too far past the time of return or exchange. We no longer carry the shoes asked to exchange since they were sold out since 12/15/2023. 

      Kind Regards,

      ***********************
      Senior Team ******** ****** Services Americas

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

      Customer Answer

      Date: 04/25/2024

      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]

       Just want to exchange for something 

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 05/30/2024

      We are unable to accomodate any return past 60 days. 

      Kind Regards,

      ***********************
      Senior Team ******** ****** Services Americas

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

    • Initial Complaint

      Date:03/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 been a loyal customer of ******************** for over 20 years and it disappointing how the brand has deteriorated. This is the first time I have ever issued a complaint with Gucci or any other retailer for that matter. Below is a timeline of the subject incident: November 3rd, 2023: I purchased a pair of shoes- Item # ******CH000 / ********* at the Gucci Store in *******, **********. The shoe cost was $920. Upon arriving home, I noticed the shoe was damaged. On November 4th, 2023: I went to the NYC flagship store since they had an exclusive pair of shoes I wanted. I exchanged the damaged shoe for a new pair- Item # ******AACRW / *********, which cost $1,513 (including taxes). I must mention here that instead of the damage shoe tagged as such, it was placed back on the shelf right in front of me. I even asked why they did this, but no concreate answer was given. This is to show and expose the practice of Gucci selling damaged goods and then refusing to remediate. On the same day, November 4th, 2023 I wore the shoe for the first time to an event I hosted. A craftsmanship deformation on the shoe was pointed out to me by a guest. This was quite embarrassing. On November 15th, 2023, I returned the shoe to the Gucci store at the **************** and requested either a repair or refund. On December 27th, 2023, I received a text from a staff at the Gucci Store saying they were unable to repair the shoe, and unable to issue a refund. The fact is that Gucci is exploiting its loyal customers by selling them damaged goods. The damaged shoes remains in the custody of Gucci after several months and they refuse to repair or issue a refund. I need the shoe repaired, replaced, full refund, or a store credit.I have read and heard several complaints about this practice of Gucci refusing to remediate issues of their craftmanship.

      Business Response

      Date: 03/29/2024

      The shoes were worn, and it is normal to have a crease in leather shoes once they are worn. We will not accept the shoes being returned to our store. 

      Kind Regards,

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

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

      Customer Answer

      Date: 03/29/2024

      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 shoes have a deformation,  not a crease. Clearly a manufacturers defect. 

      I have asked for repair or replacement. If none of that is possible, then I need a complete refund. 

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 05/30/2024

      We cannot accept shoes that were worn for a refund or exchange. 

      Kind Regards,

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

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

    • Initial Complaint

      Date:03/06/2024

      Type:Product Issues
      Status:
      Answered
      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 returned order ********** perfume with the promise of a refund. It has now been over the given amount of time to receive a refund and have received nothing and I have contacted customer service who have come back and said to wait longer. I have returned the item and it has been received by your facilities and i have waited the required amount of time. I am requesting my promised refund of $181.02.

      Business Response

      Date: 03/20/2024

      The perfume was refunded on 3/13/2024. Picture is attached. 

    • Initial Complaint

      Date:02/22/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 this handbag online and it was still put up for a couple of months. When I finally decided to wear the bag I noticed that anything that runs up against the bag stains it. This bag was very poor quality and had it stated that or had reviews I wouldnt have wasted my money because I reached out to Gucci and was suggested to take it to get professionally cleaned but I have other designer bags and it never look destroyed or bad looking like this handbag. I noticed that it isnt even available in their website anymore and Im guessing others has had the same problem or worse and now Im out of ****** for my handbag that I have had less than a year. Im very disappointed.

      Business Response

      Date: 03/04/2024

      We are waiting for the client to send us photos in order to proceed with the resiolution. 

    • Initial Complaint

      Date:02/21/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 ring from Gucci in *** in Dec 2023. I live in ********. The ring broke within 10 days of purchase. I contacted customer service and it took 10 days for them to decide they would ***** a refund and they sent a shipping label for me to return the ring. I followed the instructions and returned the ring, however ***** lost the ring. A representative named ****** at Gucci assured be I would not be responsible for the ring, valued at almost $500. It's been 2 months and now Gucci has decided they will not ***** a refund or replacement ring and will not answer or return any texts or phone calls. I cannot file a claim with ***** as I did not create the shipping label, Gucci must do that. It's been extremely upsetting, time consuming, and I feel dumped on by Gucci. I would like them to either file the claim, replace the ring, or ***** a refund.

      Business Response

      Date: 03/05/2024

      The client was refunded for the ring that was dropped off at a ***** drop box. 

      Customer Answer

      Date: 04/09/2024

      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,

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



       

    Gucci is NOT a BBB Accredited Business.

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