Return/Exchange on Gucci Soho Disco with minor defects (heartbreaking)

[lauralizette]

Hello!

I was wondering if I could get some advice on this matter (apologies in advance as this is gonna be a long one).

I purchased the Gucci Soho Disco Bag back on Thanksgiving via their website, it was intended as a Christmas gift. I picked up the package on 12/2 at FedEx and opened the outer shipping box to find the bag wrapped beautifully on its box and ribbon. Since I wanted the recipient to open it first, I left it as is. However, I ended up pitching in with family to get a much larger Christmas gift for this person. As such, I kept the gift to give to them on 1/4 for their birthday.

Fast forward to 1/4, we opened the package up the evening of their birthday. After removing the plastic coverings and tags so that the individual could inspect/try on the bag we immediately noticed some minor (but heartbreaking) issues including:

- What appears to be a hole in the bottom stitching of the double G’s and visible excess glue
- A scratch/lifted leather almost invisible to the naked eye but can be seen when light is shined on it or touched

I immediately told the person I would take care of it and get them a new bag and emailed Gucci straight away. I sent them photos and explained my situation. They finally responded on 1/8 and told me items were eligible for returns for up to 45 days after delivery date and to call client services for more info.

So I did just that, I spoke to a very lovely woman who told me not to worry and send the bag as is (without the plastic, though I sent back the tag inside the bag with all the original paperwork) and to mark the defective box on the returns form. I was told to use the shipping label given in the package but I decided to call them back for a new one, as it seemed to have expired.

This time, the woman I spoke to told me this would be an entirely different process than a return and sent me a overnight label as the bag would have to be looked at and evaluated. She also told me I would be able to exchange it if they accept it (when the last person said they did returns only and that I could place a new order as soon as my refunds processed).

Overall, this is the first time I’ve ever had any issues with Gucci in my many years of buying from them (both on their site or on other retailers). The conflicting info hasn’t made me feel at ease and I just sent off a $1299 (after tax) bag with conflicting guarantees of getting a return or replacement.

Has this ever happened to anyone? If so, how did Gucci ultimately resolve this? I did pay through PayPal so I know I might be covered there, but I wish Gucci made it simpler to fix this issue (after all, it was an expensive purchase, it wasn’t used AT ALL, and I have always maintained a good and honest relationship with the brand). I’d appreciate any help with this.

*I’ve included photos of the damaged areas including some lifted leather/glazing I noticed while taking photos of the bag prior to shipping back (for my records in case they ask for this).

 

[snibor]

First off, there’s no need to post the same thing multiple times. This is about the 4th or so time I’m seeing the same post.
I’ve never had an issue with Gucci so I can’t say. We’d all be guessing what “might” happen. As you mentioned, worst case you file dispute with cc company and rebuy the bag (if that’s what you want to do). We’d all be speculating now. Regardless, it will work out for you one way or another

 

[Kikiweasel]

I wouldn’t be too worried about this. Just insist on receiving a return as it was a holiday gift. Reference the first call you had where someone told you the return was fine. It sounds like you may have told the second person too much info and they may have taken note, just be frank it what you’d like to accomplish. I think return would be best over a replacement. Just my two cents.

 

[lauralizette]

First off, there’s no need to post the same thing multiple times. This is about the 4th or so time I’m seeing the same post.
I’ve never had an issue with Gucci so I can’t say. We’d all be guessing what “might” happen. As you mentioned, worst case you file dispute with cc company and rebuy the bag (if that’s what you want to do). We’d all be speculating now. Regardless, it will work out for you one way or another

So sorry if my posts were a bit repetitive, I’ve just been worried since I got the conflicting info from CS Hopefully I get word back soon or hear from someone on this forum of any similar situations/resolutions. I suppose I just wanted to hear other people’s advice or experiences to see where this could go (since I’d never had this issue in any previous purchases with Gucci or any designer brand for that matter).

 

[snibor]

So sorry if my posts were a bit repetitive, I’ve just been worried since I got the conflicting info from CS Hopefully I get word back soon or hear from someone on this forum of any similar situations/resolutions. I suppose I just wanted to hear other people’s advice or experiences to see where this could go (since I’d never had this issue in any previous purchases with Gucci or any designer brand for that matter).

I get it. There may be someone on here who had a similar experience. I’m sure it will work out one way or another. What a shame to receive a bag in that condition.

 

[lauralizette]

I wouldn’t be too worried about this. Just insist on receiving a return as it was a holiday gift. Reference the first call you had where someone told you the return was fine. It sounds like you may have told the second person too much info and they may have taken note, just be frank it what you’d like to accomplish. I think return would be best over a replacement. Just my two cents.

Thank you so much for your input! Yeah, the first person I spoke to was very concise and reassuring so I didn’t have to explain too much at all. The second time it felt like the representative wanted some more info before sending me the new label, really wish I would’ve just asked the first rep for that. Again, appreciate the advice and will try not to worry too much in the meantime.

 

[Kikiweasel]

Thank you so much for your input! Yeah, the first person I spoke to was very concise and reassuring so I didn’t have to explain too much at all. The second time it felt like the representative wanted some more info before sending me the new label, really wish I would’ve just asked the first rep for that. Again, appreciate the advice and will try not to worry too much in the meantime.

Let us know what happens! Return processing may be backlogged due to the holiday return period tho.

 

[lauralizette]

Let us know what happens! Return processing may be backlogged due to the holiday return period tho.

Will definitely keep this thread updated! Hopefully it might be able to help someone else in the future❤️

 

[lauralizette]

Just any update on my situation:

So I finally got my refund, but only after I got PayPal involved and after about three weeks of waiting for Gucci to respond. I ended up ordering a replacement only for it to arrive in almost perfect condition (had a hard spot on the top of the bag that looked like dried glue again). I ended up sending it back. All in all, it really wasn’t worth the frustration. I think the Gucci Soho Disco is definitely a modern classic and great closet staple if you have an older one or are able to inspect it in-store. Otherwise, I think I’ll be getting the new 1955 Horsebit crossbody in black leather as a suitable replacement gift.

This definitely isn’t typical of Gucci though, I just think the lower price point of the Soho line might account for the quality of the craftsmanship (though that’s definitely no excuse).

 

[lovely_bag]

Seeing your photos I can feel your worries. At the same time I know many people will look at it and just shrug their shoulders. Glad to hear you sent it back. A bag shouldn't lower our energy and bring worries but bring us joy!
I can't stand this state of minor depression when a luxury item does not meet my expectations. Often it's about the seams, really tiny, minor flaws. But ince you have noticed them, you can't make them unseen anymore.