Returning a sale item (online)? Dented purse (reveal too!)

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applecidered

applecidered

Member
Jan 19, 2014
1,505
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#1
My winter sale purse was delivered Friday (but wasn't in town then, so my work mail room held it for me), and I was super excited to open it up. To my surprise and shock, the quality just wasn't there. Don't get me wrong, I equate Gucci with superb quality products but to my dismay this purse came dented in all the wrong places, and even at 40% off I could not bear to hold onto a purse that came in this kind of condition.

I tried stuffing with a scarf, but I just couldn't get those dents out unless I poked my finger from inside the purse to push it out. I am just so disappointed at what should have been a happy purchase. It is still a lovely color and size, but I just can't keep it knowing it will take something major to get these two major dents out.

Has anyone tried returning an online sale purchase before? The receipt says that it recommends Fedex, but does it matter what mail carrier you use? Anyone have any experience with this?
 

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#2
Another view from back, from an angle the leather doesn't look completely uniform. Not as glaring at the dents, but still sad about it.
 

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#3
applecidered said:
My winter sale purse was delivered Friday (but wasn't in town then, so my work mail room held it for me), and I was super excited to open it up. To my surprise and shock, the quality just wasn't there. Don't get me wrong, I equate Gucci with superb quality products but to my dismay this purse came dented in all the wrong places, and even at 40% off I could not bear to hold onto a purse that came in this kind of condition.

I tried stuffing with a scarf, but I just couldn't get those dents out unless I poked my finger from inside the purse to push it out. I am just so disappointed at what should have been a happy purchase. It is still a lovely color and size, but I just can't keep it knowing it will take something major to get these two major dents out.

Has anyone tried returning an online sale purchase before? The receipt says that it recommends Fedex, but does it matter what mail carrier you use? Anyone have any experience with this?
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Are you close to any Gucci stores? I wouldn't risk mailing it back.... with the holidays and all it may get lost. But it's up to you? I can't give you my full opinion to answer your question bc I've never had to send things back but I'd like to think it wouldn't matter what carrier you use..?

Also, I'm so sorry this happened. Other than the dents the bag is adorable! I hope they fix this if you do exchange and get another bag!
 
#4
I thought for the online sale purchases returns are not accepted at the store ( mail back to the online address only) . I would recommend that you go FedEx if that's what they prefer esp with the holidays. Good luck and sorry you bag wasn't perfect:(
 
#5
That's terrible. I'm sorry to hear about your bag. It is beautiful. Unfortunately you won't be able to get another one at that price because I'm certain they're all gone. However, still at 40% off you did pay a pretty penny.therefore I would return it.

I myself have returned a pair of sneakers that did not fit during the last sale. I returned them priority mail with signature confirmation and watched the tracking online. (I even was given the name of the person who signed for it.). Once it arrived at Gucci it took about a week for my account to get credited.
 
#6
Johnpauliegal said:
That's terrible. I'm sorry to hear about your bag. It is beautiful. Unfortunately you won't be able to get another one at that price because I'm certain they're all gone. However, still at 40% off you did pay a pretty penny.therefore I would return it.

I myself have returned a pair of sneakers that did not fit during the last sale. I returned them priority mail with signature confirmation and watched the tracking online. (I even was given the name of the person who signed for it.). Once it arrived at Gucci it took about a week for my account to get credited.
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Thanks! Good to know I can use USPS as well.
 
#7
I suggest contacting their customer service by phone (you may be put on hold for a long time as their call centers do not accommodate the extra traffic during sale season) and let them know your situation. They may be able to do something for you before asking you to ship it back (?).

It doesn't look too bad, and I think that if you stuff it up a lot at the bottom (so much so that it's like pressing your finger down on it from the inside), and rest the bag on the base, then the crease should lighten up. Once that is fixed, try doing the same with the creases on the back and lay the bag flat on its back.

It's a beautiful bag and you may not be able to get it again at this price if you return it.
 
#8
Looks like someone sat on it :push:

Sorry I can't help on the practicalities of sending it back, I've never had to send anything back to gucci.com. Usually things I bought from the website arrive ten times more more pristine than when from the store
 
#9
I ended up shipping it back via UPS. Not surprised that the shipping cost was astronomical for me, but oh well.

averagejoe> It is beautiful! But the creases seemed like a lot of work to flatten back out for something that is brand new.

papertiger> I know! When I opened it my heart fell. :(
 
#10
applecidered said:
I ended up shipping it back via UPS. Not surprised that the shipping cost was astronomical for me, but oh well.

averagejoe> It is beautiful! But the creases seemed like a lot of work to flatten back out for something that is brand new.

papertiger> I know! When I opened it my heart fell. :(
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I am disappointed in Gucci's online return policy. Most luxury retailers now offer free and convenient returns like Luisaviaroma, Ssense, and Lane Crawford. I don't think you should have had to pay to ship it back, given that they sent you a defective product. You should definitely still call them to complain.

I am still puzzled why Gucci charges $40 for shipping to Canada when most brands can do it free now, and how that doesn't even pay for a return shipping label.
 
#11
averagejoe said:
I am disappointed in Gucci's online return policy. Most luxury retailers now offer free and convenient returns like Luisaviaroma, Ssense, and Lane Crawford. I don't think you should have had to pay to ship it back, given that they sent you a defective product. You should definitely still call them to complain.

I am still puzzled why Gucci charges $40 for shipping to Canada when most brands can do it free now, and how that doesn't even pay for a return shipping label.
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Seriously! They even have it written on their return policy to consider insuring the shipment. I'm baffled that they put the onus on the customer for these types of things. I probably will end up calling them, especially with pictures to prove it...
 
#12
Agree with you averagejoe 40$ shipping is crazy, especially fedex could sometimes be a pain if you are not home to receive it. Why couldn't Gucci just use Canada post!?
 
#14
Glad you sent back. This happened to with last year's sale but fortunately I was able to return at the boutique. I had two separate damaged shipments and boutique was happy to accept return.
 
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