TERRIBLE gucci.com customer service

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#78
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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WOW. :shocked:
 
#79
It is sad to say but it isn't just Gucci although my experience with them has been sub par. I just purchased an expe bag from a high end retailer. When the bag arrived it appeared to be a return that may have been used. I decided to keep it which was not the best decision I have ever made. Someone asked me to measure the strap to see if it could be carried as a cross body so when I took the strap off the stitching popped on the strap. I couldn't believe it so I called the company. Their response, have a cobbler repair it. I still had all the original boxing as well as all the tags so I neatly bagged it up and returned it. To insure it arrived safely I paid for the shipping and insurance and documented what was in the box prior to shipping. I have the refund. Still frustrating. The company did call and apologize for sending a defective bag which in fact had been returned and based on their review of my return the bag was damaged by the previous person. My point is this, why did they send a bag which had been returned and was damaged? Have they heard of quality control? Service of this type and the problems I have read about in this thread are just disgusting when we spend the money we do for quality which should be accompanied with responsive service.
 
#80
Hi guys,

just a reminder that we are only talking about Gucci's CS here, not delivery companies or any other retailer or on-line company

:ty:

Plenty of other places to vent (I understand the need!!!) on the General Shopping forum or Gucci Chat thread
 
#82
Sorry you had those experiences. I also noticed that during this sale call volume is heightened. When I tried calling, after 10 minutes I hung up. So I emailed them. I got a response 4 days later, which was ok with me. Sheesh sometimes I email companies and don't get a response lol.

All in all I've never had such a long wait time. To me they appeared to be prompt within the scope of call volumes during sale times.

It must've been a fluke. :)
 
#84
I returned 2 belts to gucci.com and the refund confirmation email shows only 1 belt was refunded. After reading here, I am afraid I will have to deal with horrible customer service. Wish me luck!
 
#85
joni80 said:
I returned 2 belts to gucci.com and the refund confirmation email shows only 1 belt was refunded. After reading here, I am afraid I will have to deal with horrible customer service. Wish me luck!
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So sorry... That is terrible customer service!:-s

Can I ask how long it took to get your "partial credit"? I returned a pair of ankle boots to Gucci.com and they were received back a week ago on 6/19. I did send an email to CS last night and of course haven't heard back yet. It makes me nervous because I have not seen them appear back into inventory yet either.

Good luck and hopefully you will get your refund issued for your second belt. I too, will not be ordering anything else from Gucci unless, I know it will not be returned.
 
#86
so_me said:
So sorry... That is terrible customer service!:-s

Can I ask how long it took to get your "partial credit"? I returned a pair of ankle boots and they were received back a week ago on 6/19? I did send an email to CS last night and of course haven't heard back yet. It makes me nervous because I have not seen them appear back into inventory yet either.

Good luck and hopefully you will get your refund issued for your second belt. I too, will not be ordering anything else from Gucci unless, I know it will not be returned.
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Thank you.

My return package was delivered to their warehouse on 6/17 and I got the refund email this afternoon, so you should receive your refund soon.
 
#87
joni80 said:
Thank you.

My return package was delivered to their warehouse on 6/17 and I got the refund email this afternoon, so you should receive your refund soon.
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Thank you ... makes me feel better that I will get a refund. Good luck on your 2nd refund...
maybe they are processing the refunds separately and you will get good news soon.
 
#88
Update...I just received an email that my return on the helene ankle boots, is in the process of being refunded.:tup:

I took 9 days, which is within Gucci.com 7-10 guidelines for refunds being processed.
 
#89
So, I ordered from gucci.com Finnish site, because there was clearly indicated, that refunds are free of charge. Now I want to send an item back. However, after exchanging several messages with the online SA, they are still saying, that the charges would be on me. I took a screenshot from the Finnish site, where it states pretty clear, that the refunds are indeed free of charge. I am really, really appalled, that they can say something, and act in another way!! See the pic, I don't think you can understand it any other way? What would you do in my position? TIA!
 

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