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Sent an item in for repair. They gave me a different colour back without telling me or giving me an option. The store manager takes forever to get back to you if they do at all. Horrible customer service for the $ people spend.
After purchasing the wallet online the quality was subpar. Speaking with customer service they offered an exchange but I had to be at home from 11am to 5pm Monday-Friday. After emailing back on the next day I could be available they advised me the product was no longer in stock and would just return the item and insisted the item was unused. Obviously it’s still here with me in its original condition but unfortunately my partner is unhappy with the quality - thanks Gucci for letting down my partner on his Birthday with poorly made overpriced products. Pathetic.
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I was gifted a Diana for my 70 birthday; a surprise. Recently we had a break-in. And my handbags were stolen. So my goddaughter flew to Memphis, from Miami to help me celebrate, and deliver the Diana. I carried the handbag once to dinner the next evening, and once to church. A total of two times. I noticed after the second time there was some discoloration on the smaller straps. I contacted customer care via the 800# and was advised they would have someone call me from the nearest store. But I had to call three times before someone texted me about the handbag.
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!
I received a gift card that cannot be redeemed online. Only in person in the store. The closest flagship store is 6 hours away. I was told I need to drive to the store to redeem a $250 gift card. With the price of gas and 12 hours of driving that is very useless! If you have gift cards be aware!!!
Terrible. Was promised warranty from manufacture defects at point of sale, but ask anyone who has tried to contact customer service for them to honor the warranty on a item worn twice, you'll see a trend. Lies! Last month sent pics for repair due to cheap brass color oxidized the double g emblem on both shows and belt worn twice and stored appropriately, was told 2-3 weeks to review pic and receive shipping label. 3 weeks passed. Asked to speak with manager, was told "it's only been 3 weeks" and I should wait longer. Even though the agent Fiorella text and emailed me the 2-3 week time frame. Why tell me a time frame and belittle me like I'm Bothering you when I waited the full time frame?
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.
Speaking from experience, Gucci is quick to take you online order and spend hundreds or thousands but when something breaks or need to see about repair, GOOD LUcK. It says to give them a week or at most 2 to get back in touch with after they had a “chance to look at review pics”. How long does it take to look at some pics and tell me my glasses either need to be sent in for repair or they would replace them. Please see the dates below and just wonder how this company makes a it with this kind of customer service, or are people who shop Gucci just to wealthy to care.? I am not wealthy and suspect many are not but like things nice occasionally. I won’t make the mistake again.
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.
I have bought several Gucci bags and received good service, but during a recent purchase, Vanessa of the Bloor Street store in Toronto was extremely patient and understanding when I had to exchange an item. Kudos to such a valuable employee. Thank you Vanessa.
Ordered a purse and wallet online for a BD gift for my wife. 6 days later still no shipping notification. Called CS. Was told order was cancelled with no explanation. Rep was very robotic and smug. I asked if I place the order on the phone could they expedite it or do something for the inconvenience. NO he said. Asked to speak to manager. After a very long hold time the manger came on the line. She said, "Sure. We can expedite shipping an extra $25." So this company cancels my order with no notification then wants to charge me an additional $25 to make it right. On top of their already outrageous prices. I have received better service from Walmart. Never expected such pretentious, rude treatment form a high end company like Gucci. Will never buy from them again and if my wife wasn't so in love with the purse I wouldn't have bought from them now.
These things fit phenomenally, they look nice, the leather feels good. They came in care silk bags in a box. 2 stars for style and comfort. They were so expensive. I barely wore them maybe 5 times. These things are very delicate and very flimsy. If you spill a drop of water or a drop of coffee on them it shows. The bottom of the shoe looks like I've been trekking across the city for a year to go to my corporate job in a high tower. No I was just wearing them about the house once every six months. And despite basically no use and being kept in their box in their care bags I already see a tiny bit of stitching that has partially frayed. Based on the fact they were like $800 and I can't really wear them more than twice a year I wouldn't ever buy authentic Gucci again.
Ordered in December for delivery date of January 4th. By mid-Jan, there was no update to the order so emailed the customer service mailbox. They had no idea when it would ship, told me to wait a week. After the week, emailed again, and had the same response. Seeing as this bag is available for purchase online and is in stock on the website, I thought something must be wrong. Called the customer service line, the lady also had no idea what was happening with the order but said I could cancel and try going in-store where there was stock. I live out of state and since this is a gift this wasn’t possible. Hung up and placed an order on Farfetch since I didn’t want to play phone/email tag all week again.
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.
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