We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Fashion Designers

Gucci

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fashion Designers.

Complaints

This profile includes complaints for Gucci's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Gucci has 81 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Gucci

      725 Fifth Avenue New York, NY 10022-2519

    • Gucci

      800 Boylston St Boston, MA 02199-1900

    • Gucci

      900 W Georgia St Vancouver, BC V6C 2W6

    • Gucci

      350 Mall Blvd Ste 3002 King of Prussia, PA 19406-3262

    • Gucci

      3500 Peachtree Rd NE Ste D3 Atlanta, GA 30326-1236

    Customer Complaints Summary

    • 210 total complaints in the last 3 years.
    • 50 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/07/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******* purchased ****** bracelet when received needed to up size bracelet was to small. Contacted customer service and they sent return label. In February return was denied saying product was damaged which i stated to agent item was never worn. Item if damaged was received that way. Agent claimed they talked with supervisor and item could be replaced verbally over phone. Item was returned and Gucci sent original item back with know explanation. After talked to agent who claimed someone would call back after they investigated issue. After know return call from Gucci and I emailed them several times with know answer. So it's now April and I still haven't received any update from Gucci.

      Customer Answer

      Date: 05/02/2025

      Better Business Bureau:

      At this time, I have not been contacted by Gucci regarding complaint ID ********.

      Sincerely,

      ******* *******

    • Initial Complaint

      Date:03/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Gucci bracelet was purchased at an off price retailer less than 2 years ago. The design has a charm dangle from the bracelet. It has 2 sides, one side is made of black onyx semi precious stone. Set into that stone was a gold bezel setting, that had a diamond set into the bezel. That setting has fallen out and is lost, leaving a big hole in the stone. This setting was not properly set into the stone, and is defective. It is impossible to secure a gold bezel into a semi precious stone successfully, because semi precious stones contract and expand with temperature changes. It is obvious that this setting was not secure, and is in fact a design flaw, and defective. Gucci has a warranty and they are refusing to honor it, by asking me to pay $275 to repair it. The bracelet is not worn every day, is never put in water, and is otherwise in perfect condition. It is clear why this item is being sold off price, as there must have been many returns. Gucci should repair it for free, or at least come to a lower repair price agreement, which i have offered and they refused. I have been waiting for 4 months for resolution in this matter, and management refuses to escalate my complaint any higher.

      Customer Answer

      Date: 03/27/2025

      Better Business Bureau:

      At this time, I have not been contacted by Gucci regarding complaint ID ********.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:03/03/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered $1220 shoes on February 19, 2025. Paid for delivery on Friday February 21, 2025. The ***** tracking states the package has been "out for delivery" since the 21st. I called Gucci on Monday February 24, 2025 to report the problem. I was told by the customer service representative someone would call me back after the issue was looked into. I heard nothing all week and called again on Friday February 28, 2025. I told two the customer service representatives I wanted a refund and both hung up on me. The third told me if I tried to get my credit card company involved I would be "black listed," and I would never be able to buy from the website again. The representative stated I would just have to wait two weeks for ***** to conduct an investigation before possibly getting a refund.

    • Initial Complaint

      Date:02/21/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My wife has purchased a Gucci bag and had serious fading issues a month after usage. At the time store management had approved the exchange and we have all the proof and communication from them after the inspection. Store kept changing management and took a year to have new management get back to me and let us know they had a new bag for us. They did a second inspection and sent us the same bag back. These issues were brought up a year ago and have been approved for exchange. This not acceptable that the store now not honoring their agreement they had put in writing.

    • Initial Complaint

      Date:02/20/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a purchase at Gucci on December 6th, 2024 at ************************* and was given the wrong belt at $400 plus tax I noticed when I returned home to **. I have contacted the store directly at ************ on numerous occasions always given that it was being expedited to a store manager. I simply want the belt that I paid for. The total purchase was $1211.00 but the belt was $400 plus tax. If the store would refund my money I will return the belt if they don't want to send me the correct size. Customer name is ***** ******** and the customer ID is **************. I have made several Gucci purchases in ** and ********* if they want to see my history. Thanks!

      Customer Answer

      Date: 03/17/2025

      Better Business Bureau:

      At this time, I have not been contacted by Gucci regarding complaint ID ********.

      Sincerely,

      ******** ********

    • Initial Complaint

      Date:02/12/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 1/27/25 I placed an order for a Gucci Ring. When I received the ring for my wife, it was too small in size. I contacted customer support to see if I can exchange the ring on 1/29/25. Gucci's advisor recommended that instead of exchanging the ring, it is faster for her to order a new ring and initiate the return for the original ring. I agreed and she sent me a return label for the first ring and sent me a link to pay for the second ring and assured me that there will be no problem for the return since it's not a personalized item and I am returning it right away unused. I packaged the ring and shipped it out 1/30/25 back to Gucci with the label still attached to the ring and in the original box that it came in. On 2/10/25, I was checking the status of the return only to find out that it was denied. I contacted Gucci's customer support on 2/11/25 and the agent told me that they don't have the information regarding why my return was denied. I didn't get any notification regarding the denial of the return. Now the agent tells me it will take 24 to 48 hours to get some answers and he will email with the reason why it was denied and how long it will take for me to get the original item back. Gucci has a return policy that after 30days, they won't accept the return. I feel this is Gucci's way of scamming people to order extra items. I would have gladly exchanged the product but the agent advised me to order a second item. This is an unacceptable business practice by Gucci. Please assist in preventing this kind of scam from happening to others by Gucci.

    • Initial Complaint

      Date:02/04/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed a order with Gucci the item was expected to arrive January 2nd, 2025 Me and my family were expected to arrive home from ******* that day but flight got delayed which caused us not to make it home before the delivery date I reached out to Gucci they advised me that the item was signed for which couldnt have been from anyone that live at the residence Gucci informed me they couldnt assist me which is very disappointing and not very custom satisfactory

      Customer Answer

      Date: 03/01/2025

      Better Business Bureau:

      At this time, I have not been contacted by Gucci regarding complaint ID ********.

      Sincerely,

      ****** ******

    • Initial Complaint

      Date:02/04/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Business Name: 02/03.25 I recently received a gift from Gucci for Christmas, along with a gift receipt. However, I was shocked to find that the receipt provides absolutely no information on the stores return policyno details on the return timeframe, conditions, or even where to locate the policy. This lack of transparency makes it unnecessarily difficult for customers to navigate the return process.The gift was from my sister, whom I was unable to see due to my father being unwell. When I attempted to return the item, I was informed that returns were not allowed. At no point was this information made available on the gift receipt, nor was I directed to any store policy regarding gift returns. A gift receipt should, at the very least, include basic guidance on where to find return policies.This lack of clear information is misleading and reflects poorly on the companys business practices. Customers should not have to search for or be surprised by hidden policies after a purchase is made. This approach feels deceptive and unfair, and I believe it is a disservice to consumers.I am filing this complaint to request that Gucci improve its transparency regarding gift returns and ensure that all necessary policy details are provided on gift receipts. I would also like clarification on why I was denied a return and whether any resolution can be offered.

    • Initial Complaint

      Date:01/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Gucci's products are hit-and-miss regarding quality; the bag was poorly made. I would NOT recommend Gucci to anyone; the guy ********* ***** was yelling and screaming at me, and accusing me that the bag was used and he could not take it back; he yelled and screamed at me in front of a lot of people who were in the store, I was so embarrassed, I could not believe how I was being mistreated when I came in the store to do a return, but when I came into the store to purchase they were so nice. It was a horrible experience. I purchased a Gucci bag and when I bought it I decided I did not like this bag and wanted to exchange it for a different bag. And when I returned the Gucci bag the same way I bought it; he treated me poorly because of the color of my skin. I have just retired and am a senior citizen. When I went to return the bag, ********* accused me of using the bag and refused to do the Gucci return. He refused to give me a refund and I was within my rights to return the Gucci to the store to get an exchange or refund. I have the right to change my mind. This was the worst experience ever.

      Business Response

      Date: 02/02/2025

      The item was used and past the return window. The client was not yelled at by any associate verified through camera footage and witnesses. We will not accept this item being returned. 

      Kind Regards,

      ***** ******
      Senior Team Manager, Client Services Americas

      ***** *************************************** **** *** ************ *** ***** ******* ***************

      Customer Answer

      Date: 02/03/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I was embarrassed in public and I will see you in court with my attorney Bag is not worn. Bag in perfect condition. This bag was bought during the holiday season so I had to January 15, 2025 to return the bag back to the store. I was in my return time frame. Scam fraud and deception on Gucci. 

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ********* ******




       

    • Initial Complaint

      Date:01/23/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Recently I purchased a pair of boots from Gucci via their online / phone / chat platform. I had numerous calls and text with *** one of their representatives. I asked if they did not fit if there were any issues with returns. He said of course not. I told him that my size and ordered the shoes. When I received the boots they were too snug. I walked around my home to make sure that they would not work for me and they were just too snug. I immediately texted *** to let him know. He said I could not return them to a nearby store but instead had to ship them back. He seemed to be making it overly complicated to return them, but I did it his way. I told him I was travelling for a few weeks but would get them off to him the next day before I left, which I did. When I came back from my trip, I found the shoes sitting on my doorstep and I received a note that I could not return them because they had been worn. I found the way they just left them at my doorstep for weeks as well as the blunt untrue note offensive and disrespectful. The company was so adamant that someone be there to sign for the boots when they sent it to me initially but one they refused the return they just drop it off in the middle of the porch.Regardless these boots were tried on not worn and I have never had a company refuse a return for it not fitting. In looking at the boots there was some dust on the bottom which was likely there when I received them, but I wiped right off so I am confused what the issue is here outside of not want to take ********** a follow-up I called customer service at ********************, and they said they could not help and that only a manager of the returns group could overrule a denied return which did not really happen. I am asking Gucci to just stand by their brand and good customer service and take the return as stated in their return policy not make up some excuse for not taking it.

      Business Response

      Date: 02/02/2025

      The shoes that were returned to our warehouse showed signs of wear and not in it's original condition. We cannot accept the shoes back for a refund or exchange. 

      Kind Regards,

      ***** ******
      ****** **** ******** *************** ********

      ***** *********************** **** *** ************ *** ***** ******* ***************

      Customer Answer

      Date: 02/08/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      The Shoes were in perfectly fine condition and were only tried on. See photos of what was sent back. 

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      **** **********




       

    Gucci is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.