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).
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).
