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

  125 Westchester Ave White Plains, NY 10601-4522

• 

  Gucci

  200 Vesey Street, Winter Garden, Level 1 New York, NY 10281

• 

  Gucci

  102 - 130 Bloor St W Toronto, ON M5S 2C7

• 

  Gucci Group

  50 Hartz Way Secaucus, NJ 07094-2420

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:06/14/2023

  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.

  On March 11 I bought a Gucci purse in ***** for *****. After only wearing it twice, on March 27 I noticed stitching around the zipper was falling apart and I contacted Gucci to get it resolved on March 30. I was expecting either a replacement or a repair. On April 4 I got confirmation they received my request and it wasn't until May 11 that they confirmed they were assessing my request. May 16, I received an email from them, these are exacts quotes from the email, "It was determined that your item is covered under Guccis Care Coverage for an exchange. Please note, the exchange will be based upon inventory availability. In the event this style is unavailable, you will be issued a refund or Gucci gift card in the amount paid." They had me mail the bag to them and I did. After they received the bag they said, "You will be issued a gift card in the amount of the last listed price: $1417.65. This gift card may be redeemed at any directly owned and operated Gucci boutique or Gucci outlet location within *****************. Please note, this excludes Gucci locations within department stores and airports, as well as Gucci.com." I assumed they were doing this since the bag was not in stock, however the exact bag was and is still available for purchase on their website. The "APHRODITE SMALL SHOULDER BAG" in "light pink leather". I was upset they did not just replace it, but was planning to just buy it again with the gift card until I noticed it has since gone up in price to $1980. I would have to spend an additional $562.35 to buy the exact bag I had already purchased. When I requested to switch from a gift card to a refund, they said no despite this being listed as an option in their original email. I was also upset with the gift card restrictions as I live 8 hours away from the nearest Gucci store, and it was unavailable to be used online. I have since requested for the original bag to be mailed and it was. This was a horrible experience with Gucci. Won't shop here again.

  Customer Answer

  Date: 07/09/2023

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

  Business Response

  Date: 10/05/2023

  ********* | contacted client 
  emailed team The client received her item back and it is unfortunate we were not able to find a resolution she was happy with.

• Initial Complaint

  Date:06/12/2023

  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.

  On May 23rd, 2023 I went to the **************** Gucci outlet. I saw a wallet in the case & asked to see it. The tag inside said $450. I decided to go ahead with the purchase. As I was waiting on line the sales rep come over and said the wallet was out of stock, but they had one similar at a price of $595. She showed me the wallet and I pointed out it was the same one as in the case. We went back to the case, the sales rep took out the wallet and took off the 450 tag saying someone marked it wrong and said I had to purchase it for $595. It was a clear act of bait and switch. Since then I have tried contacting the company at least 10 times and explained the issue with client svc reps and I have been promised to be called back and have yet to hear anything. I have been hung up on multiple times. We are now going on 2 and a half weeks of trying to reach a solution. The last attempt was with a client svc manager named ***** who said he would call me back with a solution and did not. There is actually a profile /complaint I filed with them so they are very aware of the issue.. I even attempted to physically go to the store and was told neither the store manager nor director were available after traveling a 3 hour round trip.I had also advised them they could speak with the person IWent to the store with as she saw the entire thing.

  Customer Answer

  Date: 06/12/2023

  After feeling pressured and embarrassed by the clerk I handed her the wrong credit card then was more embarrassed when it was declined I found my card I had intended to use.I did indeed buy the wallet but was at that point regretting it.. I felt I had to buy it and just wanted to get out of the store at that time..

  Business Response

  Date: 10/05/2023

  **************** offered the client a resolution. This case is resolved. 

• Initial Complaint

  Date:06/12/2023

  Type:Customer Service 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.

  The date of sale was on 6/4/2023 @1527 The amount was ******** Was told the bag can be return at any Gucci Outlet and was informed there was 2 in my area ever made aware of store credit only and the two gucci stores in my area was closed down after driving 4 hours to the location calling leaving message when can since Monday 6/5 finally just calling the regular gucci store in ****** was able to send message over to the store received an email explaining I can come into the store and exchange I replied letting her know I'm not in the area to tell me the same thing I can go to two stores in my area and I asked ***** can I please speak with Supervisor was informed they passed the message to her and there is nothing else that can be done. It is very sadden to be treated this why after spending your hard earned money for my 50th birthday gift a treat to myself to just take my money and give me the boot the bag is still new with all tags on the bag just don't work for me I would never think this is the way Gucci treats its customers

  Business Response

  Date: 10/05/2023

  contacted client 
  emailed team
  emailed  ******* - *************** Hello,  this client has been in constant contact with ***** on several occasions via text email and phone calls. She was granted an exchange of her item and agreed to it. Im not sure what else the client is seeking as she has been updated and contacted over a dozen times. 
  ***************************
  Store Director, ********************* complaint is resolved

• Initial Complaint

  Date:06/01/2023

  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.

  So the first picture are the glasses I initially purchased in March I don't have the receipt on me currently to give a specific date but it was in March. I went back in April to exchange for the square framed ones because my boyfriend already has round gold framed glasses. They exchanged the product with no problem i asked them to ***** wrap it because im gifting it. Over memorial weekend i give him his first gift (the glasess) he's cleaning them to put them on and notices a tiny scratch. I call gucci customer service they said take it back to the store the item is considered damaged and they will exchanged. This store loacation gave me a damaged item.Tuesday may 30th right after work I go into the location and had one of the worst experiences of my life. The customer service in store was horrible! I paid cash money and wanted glasses without a scratch on it and got dealt with so poorly for no reason. I go in I greet the only person standing there in a black suit I assume he is someone of importance so I go to him explain the issue we're talking another rep comes out the current one walks away, I have to explain to the new guy my issue again, he's trying to finish we're the first rep started, another rep this time a female comes out and the rep I'm currently talking to walks away and now I'm dealing with her. I asked for the manager upon walking in, so which one of you are the manager? No beverage was offered, the female was very rude and being impatient. So the second rep went to the back to look for another pair to give me and while he's back there the female is telling me they have to send out to ***************. I explain the glasses are a bday gift and I don't mind sending to *************** if I will have the glasses back in time for our trip which is the second part of my boyfriends bday gift (we leave june 3rd for DR). She explain to me she doesn't have an exact date they have to ship it out but it won't be back in time if they have it in store they will just exchange it for me, fine. The second rep goes to the back I guess to look for them he comes back and let's me know they do not have them in store. He opens his phones and shows me a list of locations that do have them. Once back in my car I go online and check myself and see that they do have them. I called the store and asked why he said they don't have them there when they clearly do. He says that what's showing online is incorrect and may be a clitch lol. He refused to put a manager on the phone but I think I was actually dealing with the manager the entire time. He also said that I had reached the "client service line" and not the exact location when I called the number that was on my receipt and ******* I hang up and call back again to speak to a manager and got the same rep who was now even more rude and arguing with me over the phone instead of being accommodating. I exceeded my characters so I will stop here.

  Customer Answer

  Date: 06/26/2023

  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:05/31/2023

  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 purchased a pair of boots from Gucci *****************, and when I came home, I found two left pair and the Gucci customer service has not yet helped me out to resolve this matter I carried the pair of shoes in a big box all the way from ********* t* *******. I went through a lot of pain a lot of waste of energy to bring it here only to find out they gave me two left shoe they do not have a resolution for me, I am very upset and disappointed with your management. I need to be compensated for all the trouble I went through with the Custom and to bring it to the country, I live in this is not acceptable

  Business Response

  Date: 10/05/2023

  contacted client 
  emailed team spoke to client directly and client stopped responding to my emails 

• Initial Complaint

  Date:05/30/2023

  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.

  On May 13,2023 I made a purchase with the sales associate ***** at the ***************** and he stated the item I purchased was on sale. When I went to return it May ******* I was then told sale items are final sale. This was not displayed nor stated during my interaction with *****. I tried explain this to the manager who merely stated well the sales associate should have told you. When I spoke with ***** and stated you didnt say sale items are not returnable he said oh yeah they are not. I called Monday May 22 spoke with ****** which is customer service and nothing happened. Tuesday May 23 spoke with Inhala same result and then May 25 spoke with ***** and she assured me someone would get back to me within 24 hours which they have not. I only have 14 days to return which means Im going back again to ask for a refund May 27. I asked to speak with a district manager and was told they dont answer calls I asked for contact information from anyone person higher than the store manager to no avail. Some of the customer service representatives stated the sale information is on the receipt. That is the most ridiculous thing to say to someone. How am I suppose to know that before I make the purchase I cant return it!!I was offered an exchange but I shouldnt be forced to spend my money if I dont see anything else I want. I even asked for a store credit maybe I might see something later and the manager on May 20 around 3pm stated no! I want my money back I should not be penalized for a return policy not displayed and only relying on sales associates who make commission off the purchase to tell me or better yet put it on a receipt after you get my money.

  Business Response

  Date: 10/05/2023

  | Case - ******** | BBB complaint #******** | 
  contacted  client 
  emailed team
  emailed Garden State Mall Client has been contacted. 
  *****************************
  Team Manager
  complaint is resolved

  Customer Answer

  Date: 10/05/2023

  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:05/22/2023

  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.

  Order a necklace online on May 10. Did not receive merchandise. Was told computer system was down. Gucci promised a complimentary gift on May 18, 2023. Called on May 21, no gift received or merchandise. Gucci blamed the system, canceled my order. No confirmation received. Poor communication and customer service will not order from ********************.

• Initial Complaint

  Date:05/22/2023

  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.

  Hi I am writing to express my disappointment with the customer service I received at the ******************** **** of ****** store. I purchased a handbag on May 12th around ****pm for $1897 as surprise gift to my wife since she dint like the color and tried to exchange it on May 20th around ****pm for different color, within the 14-day return policy. The bag was in perfect condition, with all tags and original packaging. However, the store sales associate **** refused to accept my exchange.The sales associate **** and the other girl and guy(they refused say their name) who talked to us was very rude and disrespectful. She told me that I could not return or exchange the bag because they are not in acceptable condition. However, my wife had tried it on once at home but bag never went outside of the home, they mentioned there was some flake type dust on it. It was just small piece of paper some packing material piece of paper flake it came off just blowing air. The bag is still in perfect condition with all tags and original packaging. But we were refused to give exchange and was treated very badly and humiliated by the store associate **** and couple of other people.I asked to speak to a manager, but the sales associate **** said, I am the manager, no one above to discuss this matter and this is final decision." we will not get any help. We were very disappointed with the way we were treated by the Gucci **** of ****** store associates.Tried reaching genwral corporate customer support but they are refused to help since it is store purchase they asked us to work with store. Looking for BBB to intervene and help this issue and get our bag ex changed or fully refunded.Receipt is in attachment.

  Customer Answer

  Date: 06/15/2023

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

  Customer Answer

  Date: 06/15/2023

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

  Business Response

  Date: 10/05/2023

  . Exchange was provided to client with **************** location. Complaint is resolved and client is satisfied with resolution. 

• Initial Complaint

  Date:05/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been unable to get Gucci to send me a return label for a pair of Double G thong sandals. I have contacted them numerous times via their online chat. I began contacting them on May 7. I have been told their systems were down, all returns will be honored, a label will be sent to my email, and finally that all returns were being entered manually and a return label will be sent to my email. I also sent an email to their **************** and received no acknowledgement that it was received. I have never received the return label in my email. I want my money refunded.Order #************ Order Date: 4/10/2023 Style #: *************** *ize: **** = 9.5 ** Price: $790.00

  Business Response

  Date: 10/05/2023

  emailed team 
  contacted  client client was refunded 5/30/2023 complaint is resolved

  Customer Answer

  Date: 10/05/2023

  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:05/15/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello i made a purchase with gucci and sent off a return. I have not received a refund for my returned items and everytime i seem to send it the package seems to be lost or delayed. This is the second time this is happening