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

  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:02/12/2024

  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 purchased earrings for my wife for Christmas online. The earrings arrived and one of the clasp/backing was not working. I contacted the customer service phone. I was told I would need to return them and a new pair would be sent. After 3 follow-up emails, no return label was sent to me. I then called to follow up after a couple days. Was told to wait a few more days. Nothing was emailed to me. I called back again and this time was told I have to return the earrings and obtain a refund and go to a store and find something else. Still we have not even received the return label and are stuck with the earrings and no refund. The customer service people dont seem to care. No ability to escalate and get any help. Feels like Gucci brand is not worth the cost. Their image and brand doesnt hold up against the quality of their products and service. Very disappointed.

  Business Response

  Date: 03/04/2024

  The client has been refunded for this. 

  Customer Answer

  Date: 03/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although they refunded me, the process required me to follow up with them multiple times to obtain a return label. Even though I accept the resolution, my case should be public so other customers are aware of the online return process will require a customer to follow up multiple times in order to obtain a return label. 
  
  

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

  
  

• Initial Complaint

  Date:02/08/2024

  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.

  Date purchased - 2023-12-08 False Shipped email and tracking number 2023-12-11 The first order number attached on 2023-12-11 did not ship from the warehouse for a long time, I had to call Gucci 3 times to update the tracking number. Updated tracking number 2023-12-18 Now telling me package will deliver at my home by 2023-12-31 I tell Gucci they promised me delivery 3-7 business days and I need this as a gift, Im going to check Gucci stores myself and buy the product if found then return the original from warehouse if needed. The advisor agreed and said that is a good plan and if I need to return I can do so when I receive the package.I tracked the package through ***** everyday.I could not find the product in stores and settled on waiting for the delivery-While tracking the package every single day, I noticed gucci themselves put in a return to sender request while the package was halfway done getting to me. I never asked anyone at Gucci to perform a return to sender. I contacted Gucci again by phone and said whats going on- they apologized and said there is nothing they can do to intercept the package and it needs to go back to the warehouse. I ultimately said okay, give me my refund and I will purchase something else myself from *******. Gucci received the package at their warehouse on 2023-12-27 and it was signed for.I have contacted Gucci 4 times since asking about my refund. It has now been 39 days since Gucci intercepted and returned my package themselves, and did not refund me. I asked Gucci myself is someone from the warehouse scamming me because this is not normal at all. I have never experienced anything along these lines and have never filed a complaint, Im beyond the point of frustrated now. I literally feel like they owe me an apology and more plus my refund.

  Business Response

  Date: 03/05/2024

  The client was refunded on 2/5. 

  Kind Regards,
  
  ***********************
  Senior Team ******** ****** Services Americas
  
  *****
  *************************************** **** ***
  ************ *** *****
  ******* ***************

• Initial Complaint

  Date:01/30/2024

  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.

  Purchased a sweater on December 23 as a gift. Return policy on bill days extended Christmas returns till Jan 31. Went in Gucci store, **** Renfrew location, at ******** Mall, *******, ******* ** Sunday January 28th and was told I cant return item. Manager claimed Gucci is a boutique store inside **** Renfrew and doesnt follow same policy. However receipt is **** Renfrew and Return policy indicated at bottom of bill doesnt indicate this. Back of bill ie blank. How are customers suppose to know they dont follow this policy, nothing was indicated verbally, nothing on bill and customer service (who I have been dealing with since Sunday has no legal or logical answer. This is shady customer service and purposely withholding their return policy from paying customers. How would customers know of their own internal policy if it is not displayed in the store, not mentioned verbally or not printed on their receipt. Now customers like myself are stuck with items and they keep our money. This is unacceptable. Please help me resolve this. This is a large sum of money and unacceptable and unethical consumer practices.

• Initial Complaint

  Date:01/29/2024

  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 5 gucci model sync watches with matching bands and all of my bands have ripped or torn ( without improper use) so when I took them back to the retail store in which I purchased them from, they told me they had to be sent out in which I agreed to but then I got a call saying to repair them ( I had warranted them as well) it would cost half as much as I paid and the exact amount it cost for the watches today, so Im just asking that gucci fit the bill for the cost of the repairs being the product their selling is not of supreme quality. Thank you

• Initial Complaint

  Date:01/25/2024

  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 two items from Gucci on January 19th, ****. I later called the client services line to see if it was available and I was met with attitude from ****** regarding the inquiry. I immediately asked him to connect me with a manager. He refused so I told him to cancel my order on January 20th, ****. ****** never cancelled the order. I called back a couple days later and spoke with *******. She stated she was connecting me with a manager, but she left me on hold for more than 10 minutes and never came back to the phone. In addition, she promised to cancel my order the next day when it arrived at the store. That never happened!On January 25th, ****, I called and spoke with *****, she stated the store once again did not pick up the line when she called, there was no manager available and that my order had not been cancelled. I asked for assurance and was not given any. It seemed as though she was laughing.On January 25th, ****, I started a chat with ***** after my conversation with *****. ***** did not even attempt to help, she lied about the refund processing time saying it would take **** business days for a refund (the delusion of *****). I asked for a cancellation number, but she did not know what a cancellation number was. She did provide a case number ********. I asked for a cancellation email, but she respond to that request by saying, you just called, my colleague emailed the store operations manager, they will send the cancellation email. Then she hung up the chat without another word. The nerve to steal more than $2400 from a customer is beyond pathetic! These people are simply greedy and outright shameless. Please review all of these complaints from myself and other customers. They need to be shut down.

• Initial Complaint

  Date:01/25/2024

  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.

  As a loyal Gucci guest and consumer i feel like my last experience with this company has left me feeling in an awkward place. I sent in my Gucci baseball hat i put at the beginning of 2021 to have a button fixed that fell off on 9/4/21 and was told it would take ***** weeks to fix and return next they had to order the part from *****. I sent the item in and never received any follow up pass the initial we received your item. After a few emails back and forth for months following the initial ***** weeks i started to get concerned. In may of 2022, 6 months after the approximate fix date I again reached out and was told my hat was possibly lost. I then asked if they could replace it they said they couldnt just replace it and they apologized saying that they were working on the customer care portion of ********************** I was sent to about 4 different people until i finally spoke toTaylor and she came up with the solution of refunding me the $390 for my hat which is not what i wanted i just wanted my hat. The size was sold out in the xxl and so i told her the price had increased to $460, at that time I was told that when the size came back in i could call and then she would help me get it for that price i paid the $390. Now when i just reached out to the customer care on 1/18 asking to speak to ****** i was instructed by *** that ****** told her to tell me that that offer was for 30days which doesnt make since if the item wasnt available? I am very disappointed that ****** could not even reach out to me or someone could make this right for me when all i did was send a hat in to be fixed and was given the run around for almost a year and then told that they couldnt even honor what was told to me. I have worked in customer service for over 25 years and Ive never seen any thing like this before. I have reordered the hat for the $460 because i wanted and like the hat but i feel as Gucci should honor its word for their mistake.

  Customer Answer

  Date: 02/18/2024

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

• Initial Complaint

  Date:01/25/2024

  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.

  I have received 3 Gucci gift cards over the years, each $100. It is extremely difficult to use them and customer service is not helpful. I have wasted time I cannot get back calling the gift card people and customer service. The gift card reps cannot read 2 of the gift cards. The third was ok. They told me to call customer service, customer service told me I have to go to the store, which seems ridiculous. You can['t use the cards online and there is no store nearby. I would like store credit to be able to use the $$ online.

• Initial Complaint

  Date:01/24/2024

  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 placed an order with them for 2 Gucci Bloom 100ml bottles of perfume. I received one and contacted about it. They started an investigation through ***** and was told I couldnt make a return during this time. About a week later I contacted them again to initiate a return and was told again that I could not return because of the investigation. They told me the investigation would end on the 20th of January. I contacted again on the 21st and was told I could not initiate a return because the timeframe for a return had expired. *** contacted them through chat, calls and email and they have yet to solve the issue for their incompetence. I even had one of the phone reps hang up on me as if I was being rude to her. They told me theres nothing they can do on their end even after the reps spoke to their manager. This is pretty much a last ditch effort to resolve this before having to file a chargeback. Whats the point of being a luxury brand if your customer support is going to be mediocre.

  Customer Answer

  Date: 02/20/2024

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

  They will not accept accountability for the misinformation their rep told me and I have been unsuccessful in returning my item for a refund. 

   

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 04/03/2024

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

  Had to fight for return to get a refund. Luckily the company made it right and accepted my return after weeks of back and forth. Wouldve been a lot easier if they took fault to begin with. 

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

• Initial Complaint

  Date:01/23/2024

  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.

  Date of Transection 11/10/23 Paid $1185.25 Asked for returning the product that on the same original condition and get back the full refund the business have not tried to resolve the problem Trans# ***** Store: ***** Gucci ***************** I have went to the store on Jan/09/23 asked for return and refund but my request have been denied.after I asked for the store manager he came and opened the box from its original wrap since the purchase date and refused to return it. after I asked him for higher manager then I have been told it's the reigonal manager. he asked me to call the customer service to request contacting him. Contacted the customer service on the same day but at ****** and requested to speak with the regional manager. then I have been told that someone will get back to me between 24 to 48 hours.On the same day at 3:55pm a worker his name ****** called me and I have asked him if he is the reigonal manager, he reponded no, then I asked him whats his postion, he mentioned that he is a coordinator. He said that they are not able to do the return. Then I have asked him that my request is to contact the reigonal manager but he responded in unprofessional way and hanged up on me the call.

• Initial Complaint

  Date:01/18/2024

  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.

  I received a belt for Xmas from a relative who was home visiting from overseas. The belt was purchased here in ********** but is the wrong size. I went in store, chatted online and even corresponded via email with representatives of Gucci about EXCHANGING for a size that would work forme, but to no avail. I did not get a receipt because it was a gift. The client advisor I corresponded with via emal assured me she "would be able to help me" but she was of NO help. She reiterated everything I said and then copied and pasted their policy. I asked for a supervisor after she stated only a supervisor would be able to override the exchange. Someone called me a week later for **********, **, claiming to be a supervisor. This young man basically said there is no resolve and I am stuck with a belt that is the wrong size. His reasoning is because it could have been purchased from another retailer instead of gucci. I am appalled because Gucci is a high end merchant with horrible customer service. The inside of the belt is stamped with everything Gucci and it is in its orginal packaging. To make matters worse, the client advisor who actually sold the merchandise did not put the purchaser's information in their "system."

  Customer Answer

  Date: 02/13/2024

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

  On Tuesday, January 30, 2024, I received a call from someone who identified herself as ***************** from Gucci Escalations @ ************.  I briefed her on what had transpired over the last month.  She told me she would contact the store and would be in touch with me. She told me to find out when the purchase was made.  I explained to her that my son was overseas but i would find out whenever i spoke with him.  Fast forward a few days, I text ***************** back at the number she gave to me and she didn't reply until 4 days later saying "thanks for confirming. I will connect with you later in today. Thank you for patience."  I feel scammed. That was on 02/05/2024. Five days later after not hearing back, I text her again but to no avail as she is not replying. This is not exemplary customer service.

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 03/04/2024

  The client was able to exchnage the belt at store near them. This was completed to the satisfaction of the client.