TERRIBLE gucci.com customer service

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#31
I got my money back after 14+ phone calls and chasing after them like trying to grab feral cats in the forest. nobody wanted to take responsibility, and the annoying thing was that some associates would promise to personally take the matter up and follow up with me, but then I would not ever hear from them again....hence requiring me to call the 1 800 number and explain the situation over and over. very frustrating on my end. very unprofessional on theirs.

at one point they were blaming me for trying to cheat them by only returning one item and claiming I had returned two....when I pulled up my courier's receipt showing the appropriate weight, they decided to blame the courier and set up an inquiry with the company...all the while refusing to refund me. It was ridiculous. If I had not called them, they most certainly never would have even contacted me to let me know that 'they had only received one item'...nevermind refunding me. Nightmare. would never order on gucci online again.
 
#32
Summer sunshine said:
So just to let you know that I've finally received a refund from Gucci today. I had to ring them several times though to chase it all up. They agree to return it for free but the returns label sent via email was a pain because it didn't arrive in my main email but I finally sorted it out. However I had to chase them up again on whether they had the bag and the refund. It's been quite stressful and has turned me off buying from Gucci again but I'm happy to have my money back.
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I really felt for you when I read this and I am so happy you were refunded. I had a similar experience. I was shipping several thousand dollars of handbags for resale. After receipt of the bags I was told I forgot to put in a very large Gucci tote. I contacted the carrier and was treated horribly and told they didn't believe me. I continued to ask how could I fail to put in a very large Gucci box with a large tote in it. The total weight of the box was 13 pounds so it was there. The carrier refused to pay so I was out the money even thought I was insured for well over $7000.. The carrier's reason for not paying is they didn't pack the box so they were not responsible even though they sold the insurance. To make a very long story short, months later I received a call from the consignment company saying I don't know how to tell you this but....someone disguised hired a private delivery company to deliver my Gucci box along with my bag inside to the consignment company. It was not even in a shipping box. The doorman called the consignment company and said this is a very unusual delivery so please come to check it immediately. My bag had returned due to someone apparently having a crisis of conscience. In my situation, it had to be stolen by someone during the original delivery. Even the delivery company finally admitted it had probably been stolen by one of their employees, wasn't I fortunate? The consignment company even had me see the video of the delivery and the video of the drop off of the bag at a private delivery company. NYC police never found the person as it was impossible to see who it was and the name was fake along with a fake address. Hard to believe, isn't it?
 
#33
Pandavirus said:
I got my money back after 14+ phone calls and chasing after them like trying to grab feral cats in the forest. nobody wanted to take responsibility, and the annoying thing was that some associates would promise to personally take the matter up and follow up with me, but then I would not ever hear from them again....hence requiring me to call the 1 800 number and explain the situation over and over. very frustrating on my end. very unprofessional on theirs.

at one point they were blaming me for trying to cheat them by only returning one item and claiming I had returned two....when I pulled up my courier's receipt showing the appropriate weight, they decided to blame the courier and set up an inquiry with the company...all the while refusing to refund me. It was ridiculous. If I had not called them, they most certainly never would have even contacted me to let me know that 'they had only received one item'...nevermind refunding me. Nightmare. would never order on gucci online again.
Click to expand...

I'm glad that despite all of the trouble, you got your money back.
 
#34
Pandavirus said:
I got my money back after 14+ phone calls and chasing after them like trying to grab feral cats in the forest. nobody wanted to take responsibility, and the annoying thing was that some associates would promise to personally take the matter up and follow up with me, but then I would not ever hear from them again....hence requiring me to call the 1 800 number and explain the situation over and over. very frustrating on my end. very unprofessional on theirs.

at one point they were blaming me for trying to cheat them by only returning one item and claiming I had returned two....when I pulled up my courier's receipt showing the appropriate weight, they decided to blame the courier and set up an inquiry with the company...all the while refusing to refund me. It was ridiculous. If I had not called them, they most certainly never would have even contacted me to let me know that 'they had only received one item'...nevermind refunding me. Nightmare. would never order on gucci online again.
Click to expand...

I'm glad you got your money back too

Izzy48 said:
I really felt for you when I read this and I am so happy you were refunded. I had a similar experience. I was shipping several thousand dollars of handbags for resale. After receipt of the bags I was told I forgot to put in a very large Gucci tote. I contacted the carrier and was treated horribly and told they didn't believe me. I continued to ask how could I fail to put in a very large Gucci box with a large tote in it. The total weight of the box was 13 pounds so it was there. The carrier refused to pay so I was out the money even thought I was insured for well over $7000.. The carrier's reason for not paying is they didn't pack the box so they were not responsible even though they sold the insurance. To make a very long story short, months later I received a call from the consignment company saying I don't know how to tell you this but....someone disguised hired a private delivery company to deliver my Gucci box along with my bag inside to the consignment company. It was not even in a shipping box. The doorman called the consignment company and said this is a very unusual delivery so please come to check it immediately. My bag had returned due to someone apparently having a crisis of conscience. In my situation, it had to be stolen by someone during the original delivery. Even the delivery company finally admitted it had probably been stolen by one of their employees, wasn't I fortunate? The consignment company even had me see the video of the delivery and the video of the drop off of the bag at a private delivery company. NYC police never found the person as it was impossible to see who it was and the name was fake along with a fake address. Hard to believe, isn't it?
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You were very lucky.

Insurance is a scam in itself TBH

I keep expensive on-line shopping to a minimum, it can be so much hassle with the whole delivery thing. I now try to only do click and collect, buy and then pick it up from the store whether it be M&S or Hermes. Shame Gucci don't do this option.
 
#35
papertiger said:
I'm glad you got your money back too







You were very lucky.



Insurance is a scam in itself TBH



I keep expensive on-line shopping to a minimum, it can be so much hassle with the whole delivery thing. I now try to only do click and collect, buy and then pick it up from the store whether it be M&S or Hermes. Shame Gucci don't do this option.
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I was very fortunate. The insurance is a scam and I would never buy or ship like this again. Lesson learned.
 
#36
I have my share of bad experience with Gucci customer service too. Got a beautiful disco bag in August. Dropped the bag off for repair on December 13. Left numerous voice mails and emails. If you call them, prepare to wait at least 20 minutes and don't expect any productive answer. Still have no idea where my bag is. It has been almost 3 months. Where is my bag?! The lack of customer service is more than frustrating. That was my first Gucci and will be my last.
 
#37
greenbug1122 said:
I have my share of bad experience with Gucci customer service too. Got a beautiful disco bag in August. Dropped the bag off for repair on December 13. Left numerous voice mails and emails. If you call them, prepare to wait at least 20 minutes and don't expect any productive answer. Still have no idea where my bag is. It has been almost 3 months. Where is my bag?! The lack of customer service is more than frustrating. That was my first Gucci and will be my last.
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Oh no! That's terrible! I read in papertiger's post (first page) that you could try their fb page, and reply to a post of theirs to complain so they can't delete.. Tsk tsk how awful these experiences are! and I just bought my first Gucci too.. I hope they improve on this. [emoji20]
 
#38
I have to vent ...

I have been having quite the love affair with Gucci for the last year, ever since I bought my red Disco in May last year. I have raved about the wonderful bags, quality AND costumer service here and to everyone who was interested.

However, that's about to go out the window all thanks to Walter from their online costumer service.

Yesterday morning I made an online order for a black Disco but when I go to fill out my card information, I accidentally put in the wrong month in the "valid thru" section and naturally it says "cancelled".
The website then ask that I put in the correct month and after I do that, the order goes through perfectly and I recieve an order confirmation via email as well.

So all is well, yes?
No, because a couple of hours later I log on to my account on the Gucci website to see if I should be so lucky that it has been shipped when to my horror I see that it says "cancelled". I check my email and I didn't get any email from them other than my order confirmation.

I write to Gucci costumer service and tell them about the mistake and only 6½ hours later do they get back to me to tell me that yes, the order has been cancelled and to contact my bank and that I can make a new purchase online if I wish to.

So I call my bank and they say that they do see one cancellation but they also see that a second request was put in right after that (when I put in the correct month) and this request for authorisation was accepted and that Gucci has claimed the 2 EURO (as a test) and should be able to go through with the order. In fact, the gentleman I speak to at my bank finds it odd that Gucci hasn't already gone through with the transaction.

I write this information to dear Walter but he insists the order is cancelled. And here's the thing, yesterday evening there was a price increase on the European website so now Gucci/Walter wants me to make a new order with the new price of course.
The way I see it, I now have to pay 60 EURO extra for the same bag because their website made some mistake that doesn't let Gucci see that their second request for authorisation was accepted.

Am I wrong?
 
#39
Livia1 said:
I have to vent ...

I have been having quite the love affair with Gucci for the last year, ever since I bought my red Disco in May last year. I have raved about the wonderful bags, quality AND costumer service here and to everyone who was interested.

However, that's about to go out the window all thanks to Walter from their online costumer service.

Yesterday morning I made an online order for a black Disco but when I go to fill out my card information, I accidentally put in the wrong month in the "valid thru" section and naturally it says "cancelled".
The website then ask that I put in the correct month and after I do that, the order goes through perfectly and I recieve an order confirmation via email as well.

So all is well, yes?
No, because a couple of hours later I log on to my account on the Gucci website to see if I should be so lucky that it has been shipped when to my horror I see that it says "cancelled". I check my email and I didn't get any email from them other than my order confirmation.

I write to Gucci costumer service and tell them about the mistake and only 6½ hours later do they get back to me to tell me that yes, the order has been cancelled and to contact my bank and that I can make a new purchase online if I wish to.

So I call my bank and they say that they do see one cancellation but they also see that a second request was put in right after that (when I put in the correct month) and this request for authorisation was accepted and that Gucci has claimed the 2 EURO (as a test) and should be able to go through with the order. In fact, the gentleman I speak to at my bank finds it odd that Gucci hasn't already gone through with the transaction.

I write this information to dear Walter but he insists the order is cancelled. And here's the thing, yesterday evening there was a price increase on the European website so now Gucci/Walter wants me to make a new order with the new price of course.
The way I see it, I now have to pay 60 EURO extra for the same bag because their website made some mistake that doesn't let Gucci see that their second request for authorisation was accepted.

Am I wrong?
Click to expand...

I think you are totally right. And whatever, they have the date of the first order there in front of them and should give you the benefit of the doubt and sell you the bag at the original price.

Because there is obviously an ongoing problem with Gucci on-line CS I have merged it with the original thread about the subject.
 
#40
papertiger said:
I think you are totally right. And whatever, they have the date of the first order there in front of them and should give you the benefit of the doubt and sell you the bag at the original price.

Because there is obviously an ongoing problem with Gucci on-line CS I have merged it with the original thread about the subject.
Click to expand...

The thing is, 60 EURO is not the world, I think I was mostly annoyed with the fact that I wasn't told the order had been cancelled. Only by coincident (or rather, my impatience) did I see that it was cancelled. And then to have dear Walter insist that they haven't made a second request for authorisation when my bank says otherwise, it just annoys me.
I shall make a screen print of the 2 EURO when then transaction goes through and send to them :p

I have to say though, as much as I want the bag and really wanted to bring it with me on vacation in 1½ week (it is sold out at the store here in Copenhagen) this has me reconsidering the purchase :thinkin:
 
#41
Livia1 said:
The thing is, 60 EURO is not the world, I think I was mostly annoyed with the fact that I wasn't told the order had been cancelled. Only by coincident (or rather, my impatience) did I see that it was cancelled. And then to have dear Walter insist that they haven't made a second request for authorisation when my bank says otherwise, it just annoys me.
I shall make a screen print of the 2 EURO when then transaction goes through and send to them :p

I have to say though, as much as I want the bag and really wanted to bring it with me on vacation in 1½ week (it is sold out at the store here in Copenhagen) this has me reconsidering the purchase :thinkin:
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Please do send it to them. Either they made a second request or they didn't, it's a factual thing not subjective and the fact is there was a second request.

Livia, try to never let a stupid SA/call centre person ruin your purchases or your plans. I'm lucky, if I don't get good service at Gucci, I know others who'll sort it out. A part-time SA wanted to sell me a scratched croc, pony and high polished leather Secret, saying "they all get scratched sooner or later, this is the last in Europe". Happily, I got that sorted out pronto and one was sent from Milan the next day. Not only did she try to fob me off with a scratched bag, she lied! I still have my Secret and I so far it's unscratched :smile1:. I've been served by the same SA, and usually she is very pleasant to me and I to her, but I always say I'm just looking. She won't earn any commission from me :blah: Gucci should train SAs better, but at the end of the day one person, or even several are not the whole company.
 
#42
papertiger said:
Please do send it to them. Either they made a second request or they didn't, it's a factual thing not subjective and the fact is there was a second request.

Livia, try to never let a stupid SA/call centre person ruin your purchases or your plans. I'm lucky, if I don't get good service at Gucci, I know others who'll sort it out. A part-time SA wanted to sell me a scratched croc, pony and high polished leather Secret, saying "they all get scratched sooner or later, this is the last in Europe". Happily, I got that sorted out pronto and one was sent from Milan the next day. Not only did she try to fob me off with a scratched bag, she lied! I still have my Secret and I so far it's unscratched :smile1:. I've been served by the same SA, and usually she is very pleasant to me and I to her, but I always say I'm just looking. She won't earn any commission from me :blah: Gucci should train SAs better, but at the end of the day one person, or even several are not the whole company.
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That bag sounds so lovely!
You are right of course, I shouldn't let a bad customer service experience ruin my purchase. I wish I could go to the store and buy what a want, I'd have no problem with that. It's the fact that if I do want this bag before my vacation, I shall have to swallow my pride and order it online (again).

Thank you so much for your sweet comments, papertiger, and you know what, the SA's I've dealt with at the Copenhagen store has all been absolutely superb and I've also emailed with the sales manager in Firenze who was just the sweetest, most helpful person so you are right - one person is not the whole company.
 
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