Beyond disappointed! I splurged on a pair of Gucci shoes back in August, thinking I was treating myself to something really special. Used them twice, mind you, both times sitting down at fancy events. And it fell apart! How can a brand like Gucci make shoes that can't even last three hours total?
First, I email them pics of the broken shoes, and they told me to take it to the nearest store. So I did, and two weeks later, I'm told I can either wait three months for a repair or get in-store credit. I didn't pick any because, honestly, who's got time for a three-month wait? Also, the amount of money I paid for the shoes wouldn't get me anything I really wanted at the store.
Now, here's where the real fun begins. I drive to the Gucci Outlet in Livermore, a solid three-hour from my house, hoping to sort this all out. But nope, they make me leave the shoes and wait for another call about my credit. Two weeks later they tell me to come back to confirm the credit. Oh, and there's no guarantee they'll have anything I actually want.
So, I try going the virtual appointment route online, you know, to save myself another long drive. No luck. Four times I try, and nothing. So, I start calling them to set up an online appointment, a total of twelve calls, just trying to reach the outlet. Every time, they promise to sort it or talk to their manager, but guess what? Nothing happens.
Finally, after two weeks of this, I got tired of trying and asked for a refund, to which they refused to issue.
As a fashion lover and first-time Gucci buyer, I'm seriously let down. Not only the outlet store for its lack of professionalism and care for their clients, but also to the brand itself, that after see me attempt contact so many times, being nothing but a nice and understanding human being, did nothing to help me or escalate the situation.
Long story short, if you want to be treated well, with respect and care when purchasing high fashion, stir away from Gucci
We have visited multiple Gucci stores in the US, Dubai, and Italy and have never had an unpleasant experience with the staff - until now. The representative we encountered was in a hurry, lacked product knowledge, and was distracted. This is the least we expect after waiting in line in the hot summer to enter the store. The representative was rude and quick to push us out, even though we were willing to make a purchase.
To make matters worse, the manager was unavailable to receive feedback, and there was no way to leave customer feedback in the store. It’s negligence from management to hire people that lacks basic customer interaction, and product awareness. Moving forward, I will ensure to ask for another representative, drive to another store, or order online rather than waste time and endure a horrible in-store experience, especially when paying a premium.
