Gucci

Stephen Wyman

Bottom line. No fair solution or problem solving. Horrible customer service. Totally unhelpful. No contact information provided or help for what do next. The story: We purchased a Gucci belt for our son's birthday at a Gucci store in Netherlands on May 14th 2022. We ended with an incorrect size. At the time of purchase the Gucci representative explained to us that we would have no trouble exchanging the item. However, we would have to pay any US taxes or duty. On return to the US we discovered the belt was too small. We contacted Gucci customer service through the customer support phone line. The representative told us the only option was to exchange the belt to a Gucci store. She also searched their data base to find the correct size. This turned out to be a store 600 miles from our home(Beverly Hills). She went on to recommend that we go to the Gucci store closest to us (Santa Clara CA)and ask them to transfer the item from the Beverly Hills store to the Santa Clara store. customer service assured me that they sent an "internal message" to the store managers. I'll note that when we made our Gucci purchase , a profile was created that had my personal information and purchase history. There was no question of our legitimate purchase from Gucci or my identity. I drove the hour+ from our home to the Gucci store. I brought with me the new Gucci belt with tags and plastic film still on the item, in the gift wrapped Gucci box. I also brought with me the original receipt and my legal ID. I was greeted into the store and met by a sales associate, who inspected the item. I explained my issue and let him know that customer service had directed me to this store and sent an internal message to the manager. The associate then passed me to a manager. She spent the next 10 minutes or so telling me that no email or message had been sent. She also said there was nothing the store could do. Because my purchase was made internationally and at an airport Gucci, they were "separate". I explained the store I purchased from was in fact an actual Gucci location and the promise that had been made at that store for an exchange in the USA. The manager could see my frustration. she asked me to sit down, they would bring me a bottle of water. (which they never brought) and she passed me to another manager. She continued to say that no message had been sent from customer service. Shortly there after a young man was introduced to me. He, immediately found the message from customer service. But, offered no solution. He said that the Beverly Hills store will not do any transfers. He would not accept a return of the item with a credit to my credit card. Nor would he find a method to get the correctly sized belt. Things unraveled from there. (no belt pun intended). I asked for contact information to escalate my case. None was given. I asked the manager for his card. He said he didn't have one. In total frustration and feeling the need to document the experience I started to video the exchange. This made the shop keepers upset enough to ask me to leave the store. Which I did. I was frustrated and upset, but remained calm and respectful. International Gucci made a promise to support our purchase, which they haven't done.

Jonamir Ian Ventura

Honestly it felt kind of like an unkind environment for a customer, like they treat you like you're going to steal something. I'm sorry I'm not more light skinned. I've been to more reputable stores like Louis Vuitton who don't have a stick up their associates' butts. Relax. I don't feel like buying anything if I'm being treated and looked at like some sort of criminal. I am a pro photographer and like to take detailed photos of products, but they made a big deal about that also (Again, Union Square Louis Vuitton does not care one bit) You're not that valuable of a brand and I find your design choices to be tacky at times. My mediocre experience definitely lowers my stock in this luxury brand quite a bit. Doesn't touch YSL, Louis Vuitton, Coco Chanel... Doesn't even make the top 5 with such mediocre service. LV associates have passion and know the product beyond just the price tag. It's clear these products are just capitalist money grabs and not the pieces of art other luxury brands craft. Gucci has gone to the dogs. The movie was not far from reality. You can see the photos I took on my Maps profile. Not impressed by the products with the exception of one small messenger bag.

lvluxdelight

This Gucci store is amazing! The manager (Spencer) has amazing customer service & knows the definition of "class"! I worked with Steven and he is truly so classy, kind, has excellent customer service and really took his time allowing me to see many different items.. extremely kind and patient. Between Steven And Spencer, I am now highly impressed by the "Gucci" brand..I also love the bags and accessories I bought! They gave me the very best "buying experience"!

Qing Lu

Westfield Valley Fair Gucci Treated Me As a Thief Yesterday, I went to Gucci in Westfield Valley fair. I wanted to buy Loaf shoes with pearls. The male sale told me that they don't have it in store, so I tried a bag and didn't buy it. I went back to see other shoes. At this time, I heard a saleswoman told my sale "be aware". I am not sure is that because I didn't wear famous brands clothes (I think my jacket is good) or I don't buy a bag, or because there are too many thieves, so the sale has no sense of security all the time. When I left the store, I felt very uncomfortable. So I returned and told the security guard at the door that I wanted to see the manager. The manager came out. I tell him the unfair treatment I have suffered and the manager apologized to me. But when I asked him what strategies he was going to take to prevent similar things from happening, he said he couldn't disclose how he would handle this serious issue. I said I wanted to file a written complaint, and he said there was no way to leave a record. Does anyone know how to contact Gucci headquarters to complain about this? I feel that I have been discriminated and being treated as a thief for the first time in my entire life.