Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

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:01/16/2024

  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 2 Gucci watches from the store on *************. The watches were Sports watches called the "Sync" I purchased a white and black timepiece. These watches were not worn everyday and kept in their respective cases, but BOTH bands broke.On different occasions.On was mine and the other was my husband Not only did the watch bands break they began to disintergrate into little pieces after they were broken and not being worn at all. I believe that this luxury brand should replaced my bands. They claim bands are not a covered entity with their warranty. I shipped the watch to them( another cost in incurred) and sent 2 estimates to replace the watch that is equally as expensive I believe the watch bands was defective because they both broke in the same manner and I would like some reciprocity for that which would be 2 replacement bands for both watches. The quality of product should be better from a luxury brand such a Gucci and they should be willing to right a very wrong situation not see this as another opportunity to get more money out of their customer. I paid a lot for watches i can no longer wear.

  Customer Answer

  Date: 01/29/2024

  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,
  
  **********************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/12/2024

  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.

  Hello, my name is ***************************. I placed an order with gucci and I never received my order US5043973601, i purchased this item online the date of November 21, 2023 signature required upon arrival. It then said delivered November 24,2023 which was weird to me because I didnt get a knock at the door nor sign anything I then called Gucci and they told me that sometimes the drivers **** off that product was delivered before they do it but the day went on and it never came. I waited an extra day and then contacted Gucci services in November 26,2023 and was told **** be an investigation.I was waiting for an investigation to be done and then Gucci and Fed Ex came to the conclusion that there was no wrongdoing on *****'s part however, where does that leave me even though I did not get my package ***** did not come to my door? I've been emailing Gucci never getting a response.

• Initial Complaint

  Date:01/05/2024

  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 dropped off a belt to be repaired. The once silver buckle somehow turned a pinkish just sitting in my closet. They seemed to think a replacement may be in order. I left the belt and the buckle with them. I finally heard back from them telling me I indeed need to replace the buckle for a mere ******. I will cut and paste their response. Response below. We hope this email finds you well. We have received feedback from the service center in regards to your item that was left for repair. The Gucci item that you sent in for repair has now been evaluated. The charge for the repair is $****** The estimate covers only: Buckle Replacement Repairs can only be started once payment has been received. Once we receive payment, the repair will be completed within approximately 6 to 8 weeks from the moment it arrives at the service center.No reason why. None of my other belts turned pinkish. Not even the ******* ones. Why after spending a fortune for the belt would they expect an additional ******? Well so much for the GUCCI PURPOSE they supposedly stand by below.Founded in ******** in ****, the House is renowned for eclectic and contemporary creations that represent the pinnacle of Italian craftsmanship and are unsurpassed in quality, attention to detail and imaginative design. Today, Gucci is striving to rede?ne Luxury for the 21st century.I wonder what happened to the 'UNSURPASSED IN QUALITY" part. Seems like that part just passed me right by looking for me to pay additional for the poor quality of the buckle I mean how much could this cost Gucci. Mass produced it most likely costs them a few bucks. Cut me a break and stand behind what you sell. Hey and no rush! Even a package from wish will come sooner. 8 weeks??I have emailed them telling them to return the belt and buckle and have gotten no response. Called twice no response. I would like the belt back and for them to replace the buckle no charge Hopefully it wont bankrupt them.

  Customer Answer

  Date: 01/31/2024

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

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

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

• Initial Complaint

  Date:01/05/2024

  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 needed to have my gucci oura ring fixed for the second time (within a year) the metal wire came de-tached (common problem). Instead of callin me back (my preferred method of communication) with an update. They emailed me a resolution - not seeing it and following up with a phone call. I am asking for a new ring or a replacement. They are claiming they can do neither. Unacceptable. I do not want a credit - I want an oura ring. The most upsetting part is they refuse to call me. I spoke to customer service 4 times today. Each time they asked the *************** store to call me - and they responded with an email.I will settle for nothing less than a new ring or a repaired ring and I want to speak to a person on the phone.

• Initial Complaint

  Date:01/02/2024

  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 December 30th, I entered the Gucci boutique in *******, ** at Lenox Square. I was approached and greeted by "******". He explained the details of the Jordaan and Horsebit loafers. After discussing my account at Neiman, he told me that indeed they carry the same shoe. I left, went to Neiman ******, looked at the shoe and realized that the square sticker (that seemed to cheapen the shoe) was on the inside of the shoe and the leather pealed off as I examined the shoe. I left, returned to Gucci and was told ****** left for the day. I had to then raise my hand, after for two other customers to be approached over me, for the response to be "oh!" You need help? A black female (hair pulled back into a bun, navy blazer) said she "sent in a request for my shoe". WHAT? She eventually proceeded to the back of the store and returned with the exact same shoe that I just saw at Neiman ******. She gave a condescending approach and answer as I asked her to remove the label inside the shoe. Her response was "let me ask my mgr". She then said that the mgr said she couldn't peel the sticker from inside the shoe because it would "come out of her check". I asked her to get the mgr. Her response was "the manager left for the day". I asked her if she would contact **************** store and her response was (after she left and returned), we don't have their number so I emailed them to say that a "customer" would be coming. I asked if she gave them my name, and with a smirk, her response was "no". As I left the store, she replied sarcastically, "enjoy your dayyyyyy". I don't even know what to say other than, "inept, unprofessional, women with poor interpersonal skills should choose to work from home. Yet, Gucci employed such a person. I should have the captured the entire experience on video. I suspect they may not have been authentic and Gucci has heard this before and is not looking into authenticating returns (checking for counterfeit items).

• Initial Complaint

  Date:12/22/2023

  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.

  Gucci C/o BBB:My name is *************************** and my order number is: ************* My email is *************************** I placed an order with you guys and I never received my order. My order shows it was delivered and signed by ******* and i have no clue who that is. I reached out to you guys as well as ***** to explain that I never got my order. ***** opened an investigation and they informed me via text message that my package is lost and i need to contact the shipper for help as far as refunds. When i reached out to Gucci customer service i waited 14 business days to be told my claim was denied but thats not what ***** is saying. At this point i need someone in corporate to review this because ***** informed me my claim was approved and you guys are saying it was denied. I never got my package and i want my refund! This is the worst experience ever !!!

• Initial Complaint

  Date:12/12/2023

  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.

  This complaint concerns Gucci's poor craftsmanship, and I am seeking a full refund given that my Oura ring has been with them for over three months in the last year.I Purchased a Gucci Oura ring from Gucci in November 2022 for approximately $1000+The ring has a gold-plated thread that came off back in July. The product had a year warranty. I gave it to the service center and given that they don't make the product anymore, I was okay with having them service and replace the thread for me. This was repaired and was delivered to me the first week of September 2023. The thread came out again in November (within two months of servicing), and I had to go into the store again. This is completely unacceptable, especially for a brand like Gucci. I unfortunately have paid far more money for a lemon than a fair product and would like to request for a full refund including compensation for the time I have lost. I have ended buying a new Oura ring (which is not Gucci) for over $500 as a result of not being about to help with my health tracking.

• Initial Complaint

  Date:11/28/2023

  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.

  Travelled to **- bought a gucci cap as a gift for someone online there on 17 nov 2023. Order number- *********** Before the purchase, i had a chat online and also rang the customer service to confirm if this could be returned in US incase. I have the screenshot of chat , didnt record the call tho - both mentioned that it can be returned in any country gucci store if within 14 days.However, now when i went to return, they said we have an exchange only policy for international orders. However, this was completely different to what i was told on chat and call previously which is why i bought it. Any help would be appreciated

• Initial Complaint

  Date:11/06/2023

  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.

  Purchases a Gucci Sandal on Dec 27, 2022. Because it was a sandal during Winter time, I had to wait till the summer to wear it. After 3 times of using the sandal only, the sole of the sandal started to peel off. I took to the Gucci Store in *************** in *********** and they filed a Service Order No. **********. They replied that they would charge me $100 for repair and would not have the Gucci branding on it! I asked for a complete repair with a branding or exchange or refund, but they refused. It was very poorly designed. This was my reply: Hello Gucci Store Team,I am truly disappointed with this response, as it falls far below the high standard of quality I associate with Gucci. These sandals were purchased during our trip to ****** in the winter and were only worn three times in the summer when this issue occurred.I have never experienced such poor quality in sandals I've bought throughout my life. And now, your proposed solution is to make me pay for the repair service, which won't even restore the GUCCI branding! This is completely unacceptable, especially from a renowned store like Gucci. If you decide on repairing it at your expense, it must retain the Gucci brand, or I will require an exchange, or return and a full refund for the shoes.Their reply was:Thank you for your response. We regret to inform you that, due to our Gucci repair artisans, the insoles of the shoes cannot be repaired and must be replaced. The replacement as per below would be a non-Gucci replacement that would be custom made for the shoe. The shoes cannot be returned or refunded as they are used and past the 14 day return policy. If you wish not to proceed with this repair and the fee, we can offer recommendations to third party vendors that can repair the shoes within the ****

  Customer Answer

  Date: 12/01/2023

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

  The business has contacted me and offered to exchange the sandals with a new one. So I accepted and the issue was resolved.

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

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

• Initial Complaint

  Date:11/06/2023

  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 young daughter had purchased earrings for my birthday in November of 2022 (#US49238489). My daughter is a young person so she had saved for months to pay several hundred dollars for the earrings. It is a very sentimental gift. The earrings fell apart earlier this year. I had called customer service and they advised that the earrings could be returned based on their assessment. I brought them into the *** store for the return on 10/22/23. The *** store manager stated that I could leave the earrings with him and a new pair would be sent out by 10/24/23. He stated that he needed his other manager would need to coordinate it with ***************** I called customer service dozens of times and they continue to advise me that someone will get back to me in ***** hours. No one has followed up. I am not local to that store so cannot get there easily. The company still has my earrings and not sure if they were stolen or lost. I have escalated numerous times and no follow up.