Gucci — Attraction in Paramus

Bought an estimated $4,000 backpack for work. Broke within 2 months of purchase. Gave it to Gucci for possible repair and they need an evaluation to determine whether it was wear/tear or manufacturing. Understandable even though it was in prestige condition and 8 weeks old. I stressed that I needed it for work. Got a reply 1.5 weeks later saying it was wear and tear however they’ll make an “exception” to exchange free of charge for the same backpack OR get something equal or more value. Literally gave me no time to decide what I wanted and shop around. Told me “I HAD TO DECIDE SAME DAY” MIND YOU, mall was closing. I took the conservative rushed decision to get my bag and risked it breaking within 2 months AGAIN. Two days later after thinking, I decided, rather not risk breaking again, let me exchange for something else. I made the huge mistake to assumed GUCCI customer service was excellent, efficient, and understandable. I told them the limited time given that day, please understand the situation, it’s an expensive gamble to trust a $4K bag to not break and wanted an exchange WHILE THE BACKPACK WAS STILL WRAPPED NOT EVEN TAKEN OUT FROM THE BAG. Young lady helping me was the rudest however the manager denied the exchange. I even stressed that I would by something greater IN VALUE because I didn’t want to trust my 4K backpack breaking on me. And NOPE. GUCCI, I am very disappointed and you lost a long term customer. Will never purchase from you again. I have business and don’t assume I won’t share this story with MY CUSTOMERS AND CLIENTS FROM MY BUSINESSES. We going to better luxury stores that have...

I had a few experiences with this store that I was not satisfied with. One incidence was when I purchased a wallet. I was helped very well with short woman in the store. I returned to exchange the wallet and the same women saw me and saw that I had the item in my hands. She saw that I was not there to purchase the product and disregarded me. I was kindly approached by a sales associate named JP. Who helped me with my concern kindly and did not rush me at all. Even though I decided to stay with the product which he did not get the sale he still was polite and gave me great customer service. The second incident I purchased a watch and was kindly helped by a man. I was not pleased with the watch so I returned it. The man who helped me named I approached a women and explained I wanted to return the product. She went to the side of the cash register but I was still able to see her. A woman named approached her and she mentioned it was a return. The woman rolled her eyes and made a unprofessional gesture and she instantly saw that I saw. I was standing there for a few minutes waiting to be helped. The women who made the gesture had to assist me. She tried to be friendly due to her knowing I saw what she did. I kindly got the receipt and asked for the sales associates name. Her name was Angela. I would have given the store no stars if it weren’t for the Sales associate JP. I can tell they either work for commission or have a certain quota they have to accomplish due to certain sales...

Wow! I walked by the store after visiting another luxury store and saw the staff in the store but realized it was after closing time so I just peered into the window. They waved me on to come in and welcomed me very genuinely, not at all inconvenienced by my late arrival. As someone who has been in retail management 20 yrs I have high expectations when it comes to great service. Natalia assisted my husband and I as we walked around and looked. She suggested pieces she thought I would like based on what I was looking at alresdy, she wasn't pushy or impatient and encouraged me to keep trying on different bags to make sure I got the one I loved. I wasn't planning on purchasing a piece when I walked in, I just wanted to look and compare to something I had just purchased BUT I fell in love with a bag, and more importantly the way I was treated. Big congrats to this team for creating a welcoming, comfortable atmosphere and not making people feel like they are being judged for what they are wearing or looking at, as I've seen happen in other luxury retailers. Natalia also went above and beyond in reaching out to thank me after my purchase and will be sending me pictures of new arrivals, which is the best after service I have received as well. I will only shop there in...