As a company they promote a culture of professionalism and respect but only for lower level employees to abide. Managers in stores are allowed to create a narrative about you and HR only listens to one side of the story. If you have a manager whom has never been psychologically evaluated. The company will side with the manager. Not listening or evaluating the other side. After reapplying the complaint over and over again. It's ok for the manager to be disrespectful, not ethical and unprofessional with evidence.

-I spent entirely too much money purchasing a shirt from Gucci for Christmas
-The shirt arrived and it was damaged. When I contacted customer service they told me it was "distressed" so it was supposed to look like that.
-I returned it because it was not distressed, it was damaged. I never wore it, I hardly took it out of the box.
-3 weeks later they sent me an email message saying they were sending the shirt back to me because it showed "signs of wear". Of course it did, it was damaged when I received it, which is why I sent it back.
-I have been trying to get help to escalate the issue for over a week. After countless emails and a phone call, I simply received the same email message, word for word.
-They sent the shirt back to me. I am now out $500 for a garbage product with no recourse. No one will help me.
I feel so taken advantage of. I am shocked that a high-end brand like Gucci would treat its customers this way. After doing some research I see that this is common practice for this company. They send damaged product, charge you a premium and then refuse to accept returns. Honest buyers who trust that a luxury brand will do the right thing are getting screwed. I plan to fight this with whatever it takes...even if it costs me more than the product itself.

I bought a wallet and matching purse I. Oct 2022, this year after 4 month using my wallet it started peeling around like it was make with a really bad quality leather, so I took it back still under 1 year brabd warranty, they took it and the manager told me looks like it was the brand fault, I use the wallet with my matching purse so it was not a daily use even though a wallet any brand last me forever so normally I get bored and change it but NEVER this and In A GUCCI WALLET... it doesn't make sense right?
Anyway they took it and after a month sent me an email that they were going yo charge me $125 to repair it. LOL who is going to pay to repair something that was not my fault that for sure was a bad leather they used to make this wallet, specially under warranty, call several time to customer service complaining about this resolution me and my husband spoke with then and manager in Sawgrass Mall Sunrise FL. Who pays to repair something when u don't have warranty when was new less warranty if they repairs it.
So they want us to paid a $125 to repair a wallet that Cost $300... that doesn't make sense.
Something that called my attention was one of the lady in ustomer service told me if I buy in the Outlet for sure the products comes defected... I was like WHAT? In GUCCI Outlet is to buy the collection before but never less price or items with a defect this is GUCCI no ROSS, so to make this short I decided to get back my wallet and give to my daughter to play but never ever again I will get a GUCCI purse, wallet. Nothing from there and I own 3 purses and 2 pairs of glasses so I know about brands cuz I owns several other designer brand. Or I took it on August 12 2023 and I receiving today by FedEx November 13 2023 (3 months after) seriously?
Keyla Farias *******951

-the worst brand ever
-the worst materials
-the worst customer service
-with very high prices
I bought a shoes and a wallet were damaged after only couple of months.

My husband bought me a bag on vacation and I decided to return it once we got home… I contacted customer service (Adelaide) and told her we have no stores nearby whatsoever and she says said I cannot return online and gave me zero guidance on what to do. She told me I should have read the terms and agreements. I told her the customer service was terrible and she said "that's your perception"… I'm sure it would be a lot of peoples "perception" when customer service is not willing to help/guide. When people spend decent money on bags/shoes we should be able to trust that customer service will be there to help. Do better.

I bought their shoes. I found out that us very uncomfortable and wanted to exchange it. Shawn, their customer service guy stated I CANNOT EXCHANGE IT BECAUSE I HAD TO TRY IT ON TO SEE IF IT IS COMFORTABLE! STAY AWAY FROM EXPENSIVE BRAND GUCCI THAT IS WORTHLESS! Their return and exchange policy SUCKS! They just want to suck your money.

Gucci should be ashamed of them selves charging me all that money & then they won't repair my purse or clean my shoes, my jelly's look terrible & they don't give you instructions on cleaning them I'm calling corporate. They have a nerve 2 give you a card from a third party telling you to pay to get them cleaned…

Ordered two reams of the same wallpaper for a specific project and was given two different reams. Had to drive to FedEx and return one of them. They got my item on 06/05 and I called on 06/12 to check on the status. I was told they had up to 7 business days to complete an exchange. Got a refund on the last business day and no call or mention about my exchange! Had to put in another order and fingers crossed I get the right one. These people are making me run around in circles for THEIR MISTAKE! Totally incompetent.

I Love Gucci
It's Soo catchy
I'm not so preachy
Prefer being $#*!y
Let's get rolling
And stop scrolling

My husband bought me a Gucci Watch on line for €1900 for Christmas,22 The catch was faulty after wearing it twice I couldn't get it to work I notified them within 3 days of purchase through their aftersales app. I was sure they would offer me a replacement I was offered to fix it for €150 and was not entitled to a replacement because I bought it on line. Eventually Brown Thomas wrote to them on my behalf on the 08/02/2023 I emailed and rang all to no avail - Until I told them last week that I was handing the matter over to my Solicitor. Suddenly they informed me that it was now fixed and would be posted back to me now 28/05/,23 with no charge I didn't even get an apology for Gucci after waiting 6 months for my Christmas present.

I have nothing but but bad experience with customer service!
I have bought expensive sunglasses which has manufacture defect and I had to change them in 3 days.
At the shop they told me it's will take 14 days to change, as they have to send for evaluation!
I called after 15 days asking where my glasses are, they told me something which made no sense to me!
And they told me they will
Ship immidiately!
They didn't ship immidiately and sent me email saying your glasses are with us please pass by shop and collect them!

I'm so disappointed in such a service and the manufacture defect which happened with such an expensive sunglasses!
This thing has to not happen and if they happened my
Issue had to solved immidiately!
Instead of that they took me thought super long procedure and I had bo glasses at the event for which I bought them!
Gucci is market not a luxury brand to me anymore with such a service!

I wish I can give 0 rating. I am soooo sooo disappointed right now. They have Zero customer service and don't honour what they promise.
I will be writing an article in Calgary herald and make sure that people will stop buying this brand where they don't have any work ethics.

I've been purchasing from Gucci for many years for my family and myself and have never had to return anything until recent. It was a simple belt that we had purchase about 16 days prior while on vacation, but as it was out of their 14 days return period when I tried to return it they would not allow a return. You would think they would be a little bit flexible and have a bigger return window for their loyal customers. It will be while before returning to Gucci.

I am still shocked. I bought an accessory for $1000. When it arrived was defective. I immediately called them to initiate a return. They emailed me a return label and I returned it within 2 days of receiving. Weeks went by with no confirmation of receipt. I finally called to inquire and was told my case would be investigated and someone would call me back. This never happened and so I called back again. This time I'm told that although I did everything correctly and it was no fault of mine, the product had been misplaced. Was told a manager would call me back. By now I'm annoyed but still patient. No manager calls and so I call back again. This time I'm told they did not review the product and I should contact FedEx because I was the shipper. Well no, I was not the shipper - they were, they sent me the return label. That being said, I still contacted FedEx and discovered that the package was registered as dropped off but then lost in transit. Still I wasn't worried, just impatient to get my return. Well the next day, I receive an Email from Gucci client services saying they have denied my claim. Excuse me?! Not even a call?! Just literally steal $1k from me, send me a defective product, I send it back to them and FedEx loses it and they pin it on their customer?! I have never heard of anything so disgraceful and very unexpected from a company such as theirs. I have never ordered online from them before but was a regular customer in store shopping. What a joke.

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!
Thank you...

About last evening:
I am thankful to God that I had someone with me yesterday at Gucci Aventura to witness the events. I simply went to return shoes that were purchased for me. I had my receipt, and the shies were unworn. The lady tried get me to purchase more items in exchange for the purchase of the shoes. I refused. I was NOT in the shopping mood, and I'm funny. You will never see me consistently buying the same brand. This woman who identified
Herself as a manager Dawn, proceeded to tell me how to spend my money and what other clients do. That's when I told her I didn't need to be advised on how and what to do with my money.
THEN she came back and said there was a 14 day return policy... I never knew this because whenever I purchase, it's usually online. In this case there is a 30 day return policy. I normally would have made an exchange, but to be honest with you, I didn't see anything I wanted. I was tired, didn't feel well, and wanted to leave. The woman gave me a paper and told me I had to leave my shoes at the store and call Client Services. She refused to give me Client Services number. That's when I took a picture of her and called her ugly. She said, "I'm calling the police so I suggest you hurry up and get out." That's when things turned up. I was FURIOUS! I decided to stay right there. I never got loud. Never used profanity. No threats. She was simply upset because I didn't want to buy anything from Gucci.
Facts: Not one Gucci employee including security came to this woman's defense which probably means she's rude and nasty to everyone.
If my skin color was white, this never would've been an issue, and the police never would've been called.
The police said, " This is a BS call." Give her the shoes and the number to Client Relations.
I'm thankful to my parents who never feared anyone, and taught me to fearlessly stand up for myself. There's not one soul on this earth I'm afraid to express my concerns to or about. I stand my ground in every instance and will not back down, excepting mistreated. I didn't do anything wrong... Clearly, this was a case of pure, nasty, unadulterated racism. I am NOT done with KAREN or Gucci who hired and retained her!

I ordered a new bag online but the delivery process treats everyone like a criminal... next time I'll just walk in the store and take it & walk out like everyone else does.

Fail to deliver confirmed orders, as they bump you for the special customers. Then hold on to your refund for over 2 weeks. Customer service is totally useless and none existent. Pretty poor a supposed high end retailer

I bought a pair of shoes
Tried them on for fit
They where small on me
So I attempted to return them
They refused to accept the return Because I tried it on
I was told when buying from there online store your are not permitted to try the shoes on
They use a microscope to look for any signs of a wrinkle
There customers service representative told me if I wanted to try it on for fit I would have to go to a store
ONCE AGAIN THE WORST RETURN POLICY