Gucci Legacy West — Attraction in Plano

I purchased a bag from the Gucci Legacy West location in Plano, Tx in 2022. The sales person took my bag to the back of the store to wrap it, which I thought was strange. When I arrived home, my bag was left in the Gucci packaging for 3 to 4 months because I was traveling for work.

Now several months later, I noticed the hardware tarnishing, and the clasp wasn't closing properly after using the bag about 5 times. I returned the bag, and the first thing I was told when I walked in was my packaging was old, and that I couldn't have purchased my bag from that location. I showed the sales person my receipt, and then the sales associate started to check my bag.

The sales associate checked my bag in, and I was told that my bag would be shipped to Gucci Client Services for review, and that I would receive a call from Gucci Client Services to offer me several option on my bag.

After about 2 weeks, I received a call from Gucci Legacy West in Plano, Tx offering me an exchange, which was strange, because I was told Gucci Client Services would be calling me with multiple options.

When I started to ask questions about the process and the multiple options, I was accused of being rude. I asked to speak with the manager, because I was trying to understand the process vs what was communicated when I returned my bag for review. When asking the same questions to the manager, she started to accuse me of being rude, and that she had $50k bags in the store, which meant to me my $3.8k bag was nothing. I communicated to her, I was not being rude, I was trying to understand the process, and that my call was being recorded, because I didn’t understand why the process had changed. The manager then changed her tone towards me.

I finally called Gucci Client Services, which was nice and professional. They are in the process of trying to...

I came in to purchase the 1955 Horsebit Handbag Sunday, April 28th I must say all of the SA are always so kind and pleasant when you walk into the store and I’m sure it makes each customer feel welcome. One problem-the manager greeted my husband and I asking us if there is anything in particular I’m looking for. Of course, I told her what I was looking for and she was a big help. She got the bag for me I tried it on and made some adjustments. That’s what you do when you are paying a nice price! You want to be sure about your purchase. As I’m looking at the bag and trying it on-her “regular clients” walked into the store and I’m thinking she was going to come back because I was ready to purchase the bag. She completely left and walked with her “regular clients” to the other side of the store and never came back and I’m standing there waiting while she just forgot I was there😳Yea😳 While I’m standing there waiting and my husband is looking to see if she’s going to come and help me I asked sweet Lindsay to check me out. Lindsay, is always so sweet! To the manager…it doesn’t matter if we are a customer as you are probably thinking for the first time compared to your “regular customers” we all...

My husband purchased a Large Ophidia Tote for my birthday on October 8th. A couple of weeks later, the bag started fraying/unraveling close to the stitch seams. I took it in and the manager exchanged the bag. After a couple of days I asked if I could exchange the new bag(I never used it) for a different size tote of the same size. She told me no. Both bags were the exact same price. I would have felt better with a different model. Now I’m worried about the quality of the bag I’ve purchased. This is my first Gucci purchase and it will be my last as the customer service is less than desirable. I will go back to purchasing Louis Vuitton as their customer service has always been hands down for me. If you decide to purchase, make sure you do it online and not in store because even a few days over the 14 day exchange policy the manager will not approve transaction. Online offers a 30 day return policy. I personally will steer clear of both as I’ve seen the quality is not great compared to other luxury bags...