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

  195 Broadway New York, NY 10007-3100

• 

  Gucci

  2801 Big Beaver Road Troy, MI 48084

• 

  Gucci

  7014 E Camelback Rd Ste 1049 Scottsdale, AZ 85251-1210

• 

  Gucci

  7007 Friars Road San Diego, CA 92108

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:05/15/2023

  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.

  Dear Sir/Madam,My **** bought me a Gucci Dive watch back in September 2021, I had nothing but trouble with this watch even though it's under warranty.October 2021 watch had some water damage, contacted Gucci and asked me to send it to their repair center Time Revolution at my own expense wich I have to pay shipping insurance to cover the 2000$ watch, cost of shipping 150-170$.April 2022 watch had some water damage again, contacted Gucci and asked me to send it to their repair center Time Revolution at my own expense.In August 2022 watch stopped working for an unknown reason, Timerevolution said it needs a new battery, and sent the watch at my own expense again.January 2023 watch stops working randomly, tried to reset the time pulled the crown and it broke I saw some rust on it as you can see in the pictures attached, Timerevoltuion said it was my fault and paid 200$ to get fixed plus shipping.April 2023 watch stopped working again for an unknown reason, sent it back to time revolution.I asked Timerevolution for full-service reports and they just sent me an email with some dates and what was done and they didn't include the reset of issues I had with the watch, I have copies of all emails I sent with all issues.The watch is under warranty and cost me more than 700$ for shipping and getting it fixed even though it's a defective item.Even though it's a dive watch I'm afraid to take a shower with it, I don't swim with the watch because I never did and got water damage twice.Now I'm more afraid of what will happen if the warranty expires!

  Customer Answer

  Date: 06/09/2023

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

  Business Response

  Date: 10/09/2023

  Client has been assisted. Complaint is resolved and the client is satisfied with resolution. 

• Initial Complaint

  Date:05/15/2023

  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.

  I Ordered 2 items from Gucci, a pair GG Mens Sandals for my trip and a Mens Belt, well both items have to be returned, the Sandals are too big, and the Belt is not the correct belt. I have since reordered the Sandals and received the new ones, but the issue is, Gucci has a Contract with ***** for Return Items to Generate return labels and that system went down, and now Gucci has to Manually write return labels for customers that have returns, and the customers cannot return any items to there stores, so we as customers Credit Cards and or Debit Cards can not be returned until them one make the labels manually and then email them to the customers, this is the 21st Century my God, Gucci should have had a Backup Plan!!!!! My refund for 2 items are $1568.00, this is sad.

• Initial Complaint

  Date:05/10/2023

  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.

  On March 16, 2023 I purchased a ring at your **********, ** location. That same day, a gem from the ring came out. We went back to the store; they didn't have another in stock so they shipped one. Within a month, the new ring also lost a gem and was completed discolored. I reached out to client services with every possible documentation including receipts and photos. They asked for the ring to be shipped back for evaluation. Several weeks later, I never heard back about the status of the ring. When I reached out they offered me a gift card. I don't want a gift card. I need nothing from Gucci and I also see nothing in the return policy stating a gift card is a resolution for a defective item I have received twice. They said they would let the store manager in ********** know about it. I never received a call. When I called the store directly, I was routed to a central customer service line who said they would let the store manager know. The run around is unprofessional and meanwhile this company is holding onto my money. I don't want a defective ring and I don't need to be forced into another purchase. For Gucci's reference: Request #**********

• Initial Complaint

  Date:05/10/2023

  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.

  I purchased a pair of womens Gucci slides in the Gucci store located in the ******** hotel. When the shoes arrived they were defective with deep divots on the shoe. Ive been calling client services everyday now for a week several times a day asking for a return label to return the defective ones and if a new pair could be sent out. Only to be told theyve sent several messages and someone should have reached out to me by now. I have also asked if anyone is available to speak with me from the store and after being on hold for 10 minutes they return to the line and say no one is available. Gucci customer service is beyond unacceptable. I dont know about anyone else, but when I am spending my hard earned money on luxury items I expect the service to be top tier! This is absurd and the brand deserves to be cancelled for treating customers like this. A return phone call, return label, and a new shipment of a shoe should not be this difficult.

  Business Response

  Date: 05/22/2023

  The issue has been resolved with the client. 

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

  Customer Answer

  Date: 05/22/2023

  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:05/09/2023

  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.

  I purchased a Gucci belt in October 2022. In March 2023 ( less than 5 months later ) the screws started to come out and I was unable to tighten them. I dropped it off at a Gucci store for repair on April 10, 2023. The employee who gave me my repair ticket told me someone would reach out within 2 days. Its been a month. I call Gucci customer service and absolutely no one can give me an update. They continually say they will send a message to the store to have someone call me. A $600 belt floating around where ever and no one can give me an update. I called again today and I was told the same thing. At this point send me my belt or give me a new one.

• Initial Complaint

  Date:05/02/2023

  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.

  I am writing to file a complaint against Gucci Outlet for their lack of responsiveness and customer service. On April 5, 2023, I purchased a handbag from the Gucci Outlet from the amount of $ *******. Two days after my purchase, without opening or wearing it, I noticed that the front corner of the handbag had damaged leather. I immediately contacted Gucci to request an exchange for a new product. They informed me that I would be contacted by an outlet representative to resolve the issue. However, it has been nearly a month, and I have not received any communication from the assigned representative. During this time, I have tried to follow up with the number about 7 times to complain about the lack of response, but I have not received any assistance or resolution. At this point, I am requesting either an exchange or a refund for the defective handbag. The transaction ID: *****. The invoice ID: ******.

  Business Response

  Date: 10/05/2023

  ****************************** confirmed complaint was resolved.

• Initial Complaint

  Date:04/27/2023

  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.

  I made a return with Gucci and I used Affirm as my primary financial provider. I took a loan and returned everything, I was then told that a refund would be processed, so I never worried about it. This whole time, there was never a refund put in place, and Affirm has been charging me this whole time. They went to a bank and got the loan charged off, affecting my credit score. I asked gucci about what happened, and they told me they got an empty package which is impossible, so then I contacted ***** for some type of compensation, and they rejected me since the case is too old for them to do an investigation. Gucci closed the case because ***** denied and Affirm only gave me a refund if they are told by Gucci. I never knew about this, and that is why it has been over a year. I genuinely thought I would have to pay until I looked in this BBB. I am hoping for a billing adjustment and a fix on my credit report. The purchase total is $4,862 I have paid $2,851.05 Affirm is requesting $3,462.67 as it was charged off and overdue The order was placed 03/21/2022 and the order number is #************ The tracking number is ************.I returned everything and was denied by all three parties, I hope someone can help with this. This is the gucci store in *****, ** that I was dealing with.

  Customer Answer

  Date: 05/22/2023

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

• Initial Complaint

  Date:04/26/2023

  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.

  Hi I contacted the company about some sandals I had purchased and they told me that I could not exchange the sandals because it was a few days past the 30 day time frame. I have purchased other items from this company and was satisfied. I cant wear these shoes they run small. I dont want them. These shoes cost $600 dollars. I need my money back. I cant do anything with the shoes.

  Customer Answer

  Date: 05/21/2023

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

• Initial Complaint

  Date:04/17/2023

  Type:Delivery 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.

  ************ Order number Had this ordered an the delivery was refused for by someone while I wasnt home. I called ***** and there was a error on there part where it says delivered but the driver made a note and put it refused. I called gucci and they are refusing to help or refund. Please i need authority and help

  Customer Answer

  Date: 05/12/2023

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

  [Your Answer Here]

   I have then found the itens with ***** for my original issue but now I received them to late. I then went to make a return and this is not the first time this has happened. My items seem to be stuck in transit or lost and I returned them quite some time ago.

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 10/05/2023

  called client at ************ asked for password in order to complete the call  emailed team directy This client claim was denied because there was a signature obtained at delivery,  Called and spoke to the client in which he determined he had the package. The client called back asking for return assistance shortly This client has previously made a return that ***** confirmed was fraudulent in which the claim was denied. The client sent complaints via BBB which resulted in him getting refunded. The fraud team placed this client on the negative list and he made a new profile to make this order and repeat the same behavior. This client received and still has procession of these products. We will not refund. Please see the clients previous profiles. I have spoken with the client directly and advised we will not be refunding another order that we have not received. Also gave ******** his options on contacting his bank or ***** directly for further assistance. 

• Initial Complaint

  Date:04/13/2023

  Type:Sales and Advertising 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.

  November 2022 I filed a claim informing gucci that my shoes were damaged November 6 2022. Per email my claim was approved for replacement November 9th I had to fly out and was unable to ship shoes back I took shoes into ****************** store and was denied shoe repair and or replacement March 5th location contacted me stating they will mail my shoes to my home March 20th another follow up to gave the shoes sent back to me April 13 I still have not got the shoes back All attachments will have dates and email correspondence Alot of conflicting information. Gucci client services has been of no help. Nor the atl store location

  Customer Answer

  Date: 05/08/2023

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