Complain about a product or service

Gucci

Lorenzo of Rome, Italy (10/24/08)
Read the complaints about Gucci on www.consumersaffairs.com . Saw that all compalints are from women. I am a male (Italian). Years ago I bought a pair of Gucci loafers in Rome (via Condotti shop) where I was living and working . To make a long story short the loafers (then -- 1990) cost me more half a million lires, than the equivalent of US$ 500 . The stitching was defective within 2 weeks and I brought the shoes back, to be told that I would not get a new replacement for the defective shoes, but that they would be restitched at the factory (Florence?).

Took them 6 months to give me my shoes back! Gucci is now a pathetic enterprise and I do not recommend anybody to buy anything from them. All the articles/goods that they carry are not of the quality as those that made Gucci famous in the 60s and early 70s.

Forget about them. Buy American instead, such as the shoes from E.Vogel in New York, New York, or see them at www.vogelboots.com. Vogel is serious company (USA !!) with superb products and service, nothing like that poor quality and service as well as unjustified arrogance of Gucci stuff/staff.

Regards from an Italian living in the Greater Washington DC Metropolitan Area

I will never buy again any Gucci products as long as I live anywhere (on earth or anywhere else) !

Petra of Amsterdam, The Netherlands (10/23/08)
I bought a GUCCI handbag for 625 on 21st of May 2008 in an authorized GUCCI shop. After 2.5 months the handle started to rip. I sent the handbag back on 8th of August 2008 to the GUCCI shop asking for a replacement or a refund. Until today, it was not solved.

I do not have the handbag, which is by now already out of season, neither the money 625.

Their customer services are lying to me, saying that it has been dealt with and if I am not happy, I should complain through their website.

I do no need to chase any customer services. they are already breaking the law by not complying with the 30 days time limit for dealing with a faulty goods.

the handbag cost 625. they had 30 days to deal with it. I should have got 625 after 30 days and I am loosing interest which I would get if I kept the money on saving account.

Maralah of Bethel OH (08/13/08)
Prior to shipping my vintage Gucci handbag in for repair (one of more than 20 that I have stored in an air-conditioned, heated, smoke-free home), I was told by the folks at Saks and the folks at Gucci that it was rare for a handbag lining to disintegrate and that repairs of this type had always been made at no charge other than a $20 handling fee.

After Gucci received the handbag, they called with a repair quote of $155this in addition to the $20 handling fee to replace the disintegrated lining. Don't believe the personnel who answer the phone at Gucci. Don't waste your money ($18.75 to mail the handbag and the $20.00 handling fee), time and aggravation. Toss your defective Gucci purse. Buy Louis Vuitton! Or Coach.

My daughter just returned a purse that was losing its bugle beads and Coach sent a NEW purchaseno questions asked. Thats real customer service!

To me: $38.75 out of my pocket and the owner of a useless purse. To Gucci: a lost, loyal, long-time customer forever.

Jill of Miami Beach FL (12/14/07)
I bought a belt from Gucci.com. They delivered on time, no problem; it did not fit. I returned it in the proper time frame with all the instructions followed and tracked the delivery, and it was delivered. I now cannot speak to a soul to determine where the merchandise is. All I wanted was to change size, but I have received no exchange and no refund and cannot talk to anyone to find out why. I have called and sent multiple emails to no affect. Now I wonder if they are truly Gucci. I did not know where else to turn so am writing to Consumeraffairs.com.

I have a loss of $300 and a lot of stress dealing with it.

Schennel of Wahiawa HI (06/23/07)
Almost a year ago, I contacted Gucci and let them know that a pair of shoes I bought were hurting my feet after wearing them one time. I was told by the manager and someone at the corporate office that I couldnt return or exchange and it didnt matter that they hurt my feet. Almost a year later I still cant really wear the shoes b/c they are blistering my toe next to my pinky toe.

Every time i wear them, the hard leather rubs against my toe and i don't understand why this is happening because these are slides. I am very upset b/c I paid $395 for shoes that I can barely wear and are giving me blisters on my toes.

My toe next to my pinky toe are starting to get blisters which are turning into corns. These blisters are causing me pain and my toes are becoming deformed from the corns that are forming from the blisters.

Steph of Watertown CT (11/26/06)
I was shopping in the Westchester Mall about a month ago. I walked into Gucci and I fell in love with a leather handbag that fit my needs. It was $1880- defintely not cheap! I decided to order it and I placed an order with a sales girl, Amber, from the Westchester. She asked me for my cell number so she could follow up with me on that order of the bag.

A couple of days later I had no phone call or news about the handbag so I called and I touched base with Amber again on the status. She said she would call me back. She called me back and said that the bag was on order and that she will call me when it comes in. A couple of weeks go by and no phone call. I did tell her that I wanted it before Thanksgiving too. It was a few days before thanksgiving and I spoke with a manager, Melissa, there to explain how I wanted the bag and if she could follow up on the order.

Melissa said that Amber was taking care of it. Another week went by and no answer. So I called for Amber with a sense of urgency for the bag and left a message. No phone call. Then I called again and I got to speak with her and she said there was no bag in yet and that she reassured me she would call the 5th avenue store again and call me back before she left work. It even came down to me apologizing for being so anxious for the bag. I have no idea why I even gave her the time of day to apologize. NO PHONE CALL again from her.

I want to warn everyone that Amber missed out on a $1800 sale and was extremely rude to careless about even wanting to help me find something I wanted. I thought that having a sales job was to help people find what they want, NOT to ignore them. All in all, I did end up purchasing the bag with the help from the manager, Melissa, and she lost commission on the sale.

What I want to voice out is that the customer service in that store was like scraping the bottom of a barrel to find even the slightest drop of help there. All the sales people were standing around and not even helping people. Why was I busting my butt to find a bag that Amber should of been tracking down?? Now its about a month later and I finally am getting the bag sent to me.

I feel discouraged that after this experience. I don't look at Gucci with utmost respect. It has lost its reputation in my book. Maybe the managers in that Westchester Gucci store should retrain their employees to be nicer and more helpful.

Roselle of San Francisco CA (01/19/04)
While on one of my regular visits to Honolulu, I went to Gucci to look for a belt-bag on January 12, 2004. At Gucci, I approached a sales associate in hopes that she would point me to the right direction. However, after giving me a look that traveled from head to toe, she told me to look for someone else to help me. As I told the new sales associate, one who happened to be passing by exactly what I just told her co-worker: I'm looking for a Gucci belt-bag, I quickly glanced at the direction where the last sales associate now stood.

To my amazement, she was now whispering in the ear of another sales associate behind a counter, AND looking at me in a way that made me realize what was going on. They were both looking at me as if I had no right to be at their store. Completely shocked and surprised, I decided to return my full attention to the sales associate who was in front of me only to discover that she too was looking at me in the same way. In addition, she told me that she wanted me to wait for another sales associate, one at a close-by counter, but was helping a family of four at the time.

As I headed for that specific counter, looking around, I noticed that there were mutliple sales associates standing around seemingly waiting for customers to assist - anyone of whom could have re ndered the assistance I had hoped to get at Gucci. These included the first 3 sales associates I encountered. Now feeling disturbed and extremely uncomfortable, I decided to return to the last sales associate to ask her why I would have to wait for someone else who was obviously in the midst of helping other customers while she, among others, were available.

Sounding annoyed at my question, she replied, what is it you want anyhow? . And I once again told her that I would like to look at and possibly purchase a belt bag. After telling me the price for various ones, she finally walked to where the bags where. And after having been shown two different ones, I said thank you, and left the store. But in utter disgust, I write to complaint and ask why such things happen. I also ask how a loyal customer could be treated in such a way that makes me feel regretful about past purchases. How could these people treat me as if I was begging them for money when in reality, I just wanted to buy yet another Gucci product.

Is it because I am not Japanese like the majority of the sales associates and/or customers in the store. Is it because my husband, an African-American, and I, a Filipino-American, were the only two non-Japanese customers in the store at the time? ... WHY?

I would never return to Gucci again! I cannot, in all conscience, support nor condone any such treatment. For days, and even to date, I am still angry about the way I was treated. My husband and I come to Honolulu every 6 months, and our visit to the Gucci store in Ala Moana Mall will from here on stay on our minds.

Dia of San Diego CA (08/15/02)
On July 12th, 2002, My friend Elizabeth and I were walking the caesar forum in Las Vegas, NV, when we decided to stop in the Gucci store to look for a hat we've been searching for for a while. As I entered the store, wearing flip flops, I had stepped on a toothpick that was embedded into their floor somehow. The toothpick entered my right heel and stung pretty bad.

I had approached Odile, one of the employees and told her what happened. She looked at me strangely and told me she had nothing for me to use and that I should WALK to the center court and ask the booth if they had the proper equiptment. I was flabbergasted, but proceeded to do so, when I approached the center they said to ask security.

So here I am, with my heel bleeding walking around looking for something to clean it up with. That's when I approached Tim Davis, security for the caesar forum. He was awesome and grabbed me stuff to clean my wounds with, and walked into Gucci to let them know what he was doing.

When he came back he told me I should go get the persons name who I first spoke with at the Gucci store. This is where me coming here for help steps in. At this point I'm limping, but managed to walk despite the annoying pain in my heel and headed back to Gucci with Elizabeth to get the associates name. When I walked in, Odile acted like she didn't know what happened and asked me again what happened. I told her the story again and she asked to see it, I showed her my heel though it was a small wound, it hurt, but that was besides the point. She said, well you look fine and wondered why I was back.

That's when I told her that the security told me to come and get her name, and the next statement threw me into a loop. Odile said to me I cannot give you my name, I was shocked and repeated what she said to me. you can't give me your name? she shook her head and started to throw me attitude. This whole time Elizabeth, the daughter of a successful trucking company, was watching not believing the treatment I was getting from this lady.

When the other staff members, whose names I did not get, came around, it was AFTER Odile started to raise her tone saying she would not give me her name, and left to the back room to get me her managers name, but not her own. Only when she left did I get her name through another employee working that night, and that employee finally convinced her to write her name on the card. I was given the managers name and operation managers name, but since it was late in the evening, neither were available, and I was to leave the next day back to California.

Scott of Wellington FL (06/04/02)
I purhased a Mens Gucci watch about 2 years ago. since then the battery has never needed replaced. Now that a month has gone by since the battery died and it has caused corrosion inside which deems the watch worthless, unless I pay $150 to get it fixed. I paid over $300 for this and now because of a problem that should not have been there they want me to pay to have it repaired.

this is a very expensive watch, and I don't feel I should have to pay to have it repaired, especially since I paid so much for it. My wife's gucci sat 1 year without replacing the battery with no problems. I want it repaired.

Carletta of Oak Park MI writes (9/20/01):
The problem started with a purse that I purchased at a Gucci Store in Cancun, Mexico. I took the purse to a Gucci store in my local area so that I could get the strap fixed that I noticed was coming a loose. So when I got to the store a salesperson greeted me and I explained to her what was going on with the purse, she told me to hold on for a second she had to let a another salesperson look at the purse.

She then come back and said the the purse was a fake. So I asked her exactly what is she talking about because I bought the purse from one of their stores. I came home and called the credit card company to let them know what was going on with the merchandise that I had purchased with my credit card. So they issued me I temporary credit pending invesgation.

A couple of weeks later the credit card company said that they needed the documents to support what I was saying what was going on. So I take the purse back to the store again to have the purse sent out to the Gucci Customer Service Center in New Jersey for authenticity. I was then sent a letter from Vanessa T. stating that the purse was a fake. So I called her to ask her what I'm to do considering I thought that the purse that I purchased at ONE OF THEIR OWN GUCCI STORES should be as real as they come.

She told me should didn't know also she had a very nasty attitude and had no sympathy for me a as a very good customer & consumer. I'm a loyal customer of this company and they have really let me down.

There is indeed a Gucci store in Cancun. It's in the Plaza Caracol. That's not to say the purse isn't fake but if Carletta has the receipt she should write to Gucci corporate headquarters explaining what happened and requesting a refund. Unfortunately, since the purchase was made in Mexico there's not much Carletta can do if Gucci continues to snub her.

The address is:

Gucci Group N.V.
Rembrandt Tower
1 Amstelplein
1096 HA Amsterdam
The Netherlands

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