TERRIBLE gucci.com customer service

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Pandavirus

Pandavirus

Member
May 6, 2014
133
981
#1
I have to vent I am so angry! I made purchases on gucci.com and recently returned my whole order in one box. I was refunded for only one item even with a confirmation email that all the items were received.

Now they refuse to refund the rest of my order claiming that the warehouse only received one item (even though all their records document everything was returned). They claim it will take a month to complete the investigation....after many many calls to terribly unhelpful sales associates over the phone it was finally escalated to 'a supervisor' who insinuated that one of the items may have been stolen by an employee! They also suggested it was stolen by the courier themselves, which is ridiculous since all items were logged as returned in my confirmation email.

This is completely unprofessional. I will never use the online ordering/return ever again. BEWARE of gucci employees stealing your returns and then the company not taking responsibility and leaving the financial onus on the customer. I'm so angry right now I don't even know what to do.
 
#3
If you paid by CC, the cc company will stand behind you. You can call and file a complaint and I think they will reverse the charges. You may need to provide documentation.

I am having my share of issues with Gucci.com in trying to buy an item I am told is sold out, but I know it is not. You'd think with all the years of bad sales, they would be putting forth some effort in customer service.

This is terrible to hear.
 
#4
Pandavirus said:
I have to vent I am so angry! I made purchases on gucci.com and recently returned my whole order in one box. I was refunded for only one item even with a confirmation email that all the items were received.

Now they refuse to refund the rest of my order claiming that the warehouse only received one item (even though all their records document everything was returned). They claim it will take a month to complete the investigation....after many many calls to terribly unhelpful sales associates over the phone it was finally escalated to 'a supervisor' who insinuated that one of the items may have been stolen by an employee! They also suggested it was stolen by the courier themselves, which is ridiculous since all items were logged as returned in my confirmation email.

This is completely unprofessional. I will never use the online ordering/return ever again. BEWARE of gucci employees stealing your returns and then the company not taking responsibility and leaving the financial onus on the customer. I'm so angry right now I don't even know what to do.
Click to expand...

I only use Gucci.com as a last resort, or for gifts (so they're sent directly, very handy at times when delivery is free). Mainly because I hate cutting out my SAs.

I'm surprised they are already talking about theft. All they should need is, that all the items listed were returned by you and and received by them (which both parties have evidence of).

What happened to those items once returned, has nothing to do with you.
 
#5
gail13 said:
If you paid by CC, the cc company will stand behind you. You can call and file a complaint and I think they will reverse the charges. You may need to provide documentation.

I am having my share of issues with Gucci.com in trying to buy an item I am told is sold out, but I know it is not. You'd think with all the years of bad sales, they would be putting forth some effort in customer service.

This is terrible to hear.
Click to expand...


Maybe write to them on FB (not a new post but under one of their own so they can't delete it)

After appalling service at Liberty's online site, I couldn't get any response (and more especially refund from goods not sent) from their CS or even Head Office. The guys running the FB site got Liberty (dept store) CS to call me and I managed an immediate refund plus all delivery charges on even stuff that was sent. It's worth a multi-pronged approach with these big companies, it only takes one or two temp employees who couldn't care less for such bad feeling to occur. I think they forget a) shopping should be a pleasure and b) there's plenty of places to shop.
 
#6
Oh dear, this is frightening. I just sent back two items to Gucci.com -- usually they're fine. Fingers crossed they are this time. I second the credit card company contact, they usually will set up a dispute for you, if you have evidence.
 
#9
Omg how ridiculous. I had a much lower value but similar experience with Anthropologie recently and, after an infuriating exchange with their email support, I called and a supervisor took care of it immediately. Perhaps try a different channel, such as calling your local store manager or even going into a local store to discuss. Or, call the management team at their flagship. If that fails to work then as noted above the CC company is your best bet. Please keep us posted!
 
#10
That's ridiculous! I hope this gets resolved. I have had a few interactions with them and I have to say that their customer service is unacceptable.
 
#12
You are not alone. I purchase shoes on Gucci.com regularly and last summer I received a pair that had already been worn and had a note on it with some kind of number. I called CS wanting to return it - they gave me the traditional "you did this, we can't accept the return" etc... I ended up keeping them and wearing them because I love the style.
Unfortunately there is nothing luxurious about purchasing online... nothing beats the boutique experience in my opinion. But sometimes it's very convenient!
Also some styles and colors are only available via Gucci.com...
 
#13
fabuleux said:
You are not alone. I purchase shoes on Gucci.com regularly and last summer I received a pair that had already been worn and had a note on it with some kind of number. I called CS wanting to return it - they gave me the traditional "you did this, we can't accept the return" etc... I ended up keeping them and wearing them because I love the style.
Unfortunately there is nothing luxurious about purchasing online... nothing beats the boutique experience in my opinion. But sometimes it's very convenient!
Also some styles and colors are only available via Gucci.com...
Click to expand...

That is crazy they way they handled the situation! I often though products ordered online are receive from a warehouse than processed instore. TBH...I like online shopping. I don't have to deal with haughty sales people, like what happen to me in Hermes. Twice! :push::pullhair::pullhair::pullhair:

And If I can't make it in store, and if their is a product I wanted, but is going to be sold out soon. I like the option that I can simply buy it online. That actually become beneficial too.:laugh:
 
#14
fabuleux said:
You are not alone. I purchase shoes on Gucci.com regularly and last summer I received a pair that had already been worn and had a note on it with some kind of number. I called CS wanting to return it - they gave me the traditional "you did this, we can't accept the return" etc... I ended up keeping them and wearing them because I love the style.
Unfortunately there is nothing luxurious about purchasing online... nothing beats the boutique experience in my opinion. But sometimes it's very convenient!
Also some styles and colors are only available via Gucci.com...
Click to expand...

I agree with the boutique experience, I ma very well looked after at Gucci and H, I also prefer to choose, inspect, try on, pay and know that's that rather than all the hassle of returns. I know most people order lots and then decide to keep or return but actually I find that too much hassle.

On the other hand I have to agree with L_a especially for high-street purchases. There are sometimes huge benefits for shopping online. I usually find online purchases in better condition, better packaged and the whole thing taking up less of my life.

I'll never forget being in a hurry and tired from work, trying on the left foot on display of a pair of boots in Topshop. The crowds were awful, the lights dim, no where to sit to try on. The boot fit so I asked the SA to box the pair and I'd take them. I arrived home to find 2 left feet in the box. That's not all. When I took them back for an exchange, the woman had to fill out a form for me to sign and she'd ticked 'changed mind'. I crossed out 'changed mind' and ticked 'Doesn't fit' and wrote "on account of not having 2 left feet". :D

You can bet I went home and ordered the same pair online, which had a right and a left foot, had never been tried on and so beautifully packaged.

Luxe_addiction said:
That is crazy they way they handled the situation! I often though products ordered online are receive from a warehouse than processed instore. TBH...I like online shopping. I don't have to deal with haughty sales people, like what happen to me in Hermes. Twice! :push::pullhair:

And If I can't make it in store, and if their is a product I wanted, but is going to be sold out soon. I like the option that I can simply buy it online. That actually become beneficial too.:laugh:
Click to expand...

See above ;)

I'm sorry you found H's SAs haughty :hugs:. When my mother used to shop there years ago they freaked me out!!! All I can say is those SAs don't usually last long :cool:.
 
#15
so sorry to hear that! its sounds beyond stressful to deal with! I have just returned a bag to them it was signed for 5 days ago and so far no refund, will wait until after the weekend then chase them. It cost me £65 to send the bag back too which was not great!
 
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