Gucci

A Meghan from the Nashville store started a discussion with me about the issue. She offered to send me a shipping label for "customization", but that was not my biggest concern. I informed Meghan that I preferred to travel the 3 1/2 hour drive to the store. After many texts and questions Meghan thought I should speak with a more experienced associate. It took 3 days for him to reach out to me.. An Andrew texted me, and I gave the specifics of the issue. He then called me and we spoke about the defects and customization. He placed me on hold and verified the purchase. Then he consulted with his manager; per Andrew. I was advised that he would place a handbag on hold for me until December 27, 2022.

He instructed me to bring the handbag in and he would exchange it for a new one. When I arrived in the store I had to wait for 42 minutes before Andrew assisted me, Meghan begin to share that she would set - up the monogram machine to make it ready. She examined my handbag and I showed her the discoloration. Andrew finally examined my handbag and acknowledged the discoloration. He went away to consult with his manager, he returned and informed me that an exchange was Not possible. I asked to speak with the manager. A young Caucasian male came over and examined my handbag also. And informed me that I had caused the damage to the bag and he would Not honor the promise Andrew made to me.

I called my goddaughter at that time and she also spoke with the manager. He was very condescending, and rude. I witnessed another customer exchanged her bags while I was waiting on Andrew, and it was in terrible condition. Of course I understood that as a women of color I was not afforded the same treatment or empathy for my situation. During the 40 minute wait, I noticed that the ** clients were offered champagne and none of the clients of color were offered anything, including myself. Andrew informed me that the handbag would "automatically" become "discolored" from just carrying it. So No problem... I was very very disappointed for wasting my valuable time, the dishonesty and poor professionalism. They are in need of Diversity training immediately!

Leo says he would escalate and I would be contacted in 24 hours, never happened. Called again this morning. Was promised by Nava that I would get a call back by 4pm by manager Nadja, who is able to reach out to after sales team to check on status, never called back. I asked Nava what time I would expect a call back. Before I know I've been bamboozled again. She said, "If manager doesn't call you back by 4pm, I PROMISE I will call you." She never called!

Called back at 7pm. Spoke to Elizabeth. Was placed on hold by when I requested a manager 53 minutes and she never came back, called again. Asked Jennifer to speak with a manager, placed on hold for 30 minutes again after I asked to check back if she had to place on long hold, she says I promise and never came back! Not even the half because when I called last week and spoke with Manager Leo, I was told there has been a delay in the original 2-3 week time frame ever since the pandemic ....so why still tell customers 2-3 weeks if you knew for 2 years is what I'm thinking. Nonetheless, spoke with another agent who told me the manager shouldn't of told me a time frame to begin with (although every other agent provided the 2-3 wk timeframe as well). When I asked him why he said they shouldn't give a time frame he said "I never told you that" but by this time I'm recording the calls and offered to play it back for him. He laughs and hangs up. Incredible!

So this brand is for the super rich who don't bother with warranties or care about paying $1200 for a belt and shoes they only get two wears out of. The warranty mentioned at point of sale is a scam. I've spent hours on the phone and been lied to by 25 or 30 different employees. Will never purchase anything from this brand ever again. You've wasted my time and money and showed that you don't give a ** about your customers.

Gucci glasses dates: 8/25-26 contacted about glasses. 9/10 called and reached out after no response. Reached out on text to ask if any word since had been two weeks and the website and service tech I talked to the very first time on 9/10 said it would be 2-3 weeks at most because they are behind. Even though that seemed like a long time to look at only some pictures I sent to them via email just tell me if I’m ELIGIBLE TO SEMD THEM IN, I obliged and turned everything in that day. I paid $600 for these glasses and I shouldn’t have problems in the first place but life is life and I’m a reasonable person.

9/14 called and reached out after no response. Was told backed up to please give them another week. Sales person was very nice and said she is sending an email to her manager or the service team manager, not sure which to also speed up process and put it on high importance! I didn’t get the girls. Name or the manager she sent that too. My fault. She did is ghouls not longer than 2-3 Days to hear from someone and THAT DIDN’T HAPPEN.

9/21- emailed back in today say it has been another week and so need answers please. They only emailed the generic email back that there have been delays and they will be in touch. 10/5-I Called back and I have gotten the same message again they are just sorry and are experiencing delays. This is not acceptable. I told the lady that and then she said there was nothing that could be done. Even her manager said that after I demanded to speak with her. It has been 5 weeks going into the 6th week that I haven’t heard what they would like me to do with sending them in or just getting a new pair. At this point, y’all have lost A customer but I want my glasses replaced with the same ones or something comparable. I know if I send them in, I may not even have them by summer.

Called Gucci back to cancel and the new rep tells me there’s a new shipping date for 2 weeks out but they can’t cancel my order because it’s been “released” - whatever that means (the rep 30 min prior didn’t say this). Completely ludicrous that 3 reps told me different information in the span of 24 hrs and an in-stock bag isn’t shipping for 3 weeks when Farfetch quotes 1 week from order today.