Gucci - Milano Galleria — Local services in Milan

We had a horrible customer service experience at the Gucci store in Galleria Vittorio Emanuele on June 26,2018 around 7:30 pm. We were at Gucci flagship store at Via Monte Napoleone and wanted to buy a ladies handbag. The two bags available in store had a scratch and the sales representative recommended that we should go to their Galleria store and get the bag (item #8754) there. She called the Galleria store, made sure that they had one and asked them to hold it for us. She informed us that the Galleria store is open till 9pm. We bought a belt at the Monte Napoleone store and headed to the Galleria instantly. As soon as we arrived at the Galleria store they were closing the store. I waved at the people inside and one of their male employees came to the glass door and inquired what did I need. I explained to him — as best as one can through a closed door — that I need to pick up the handbag that their other store had called about. The man just said we are closed. I again tried to tell him that the other store made arrangements with them and specially sent us. The man would have none of it telling me to leave and come back in am. I informed him that we are leaving first thing next morning and I can’t come back and that the bag is birthday gift for my daughter’s 21st birthday on June 29th. He told me to wait and went in the back never to return. Another male employee then waved at me to leave. It was an unbelievably unpleasant experience at Gucci’s iconic store in Milan. The staff did not have the common courtesy and grace to open the door, come out and speak to a client. Their hand gestures were insulting to say the least and an embarrassment to the Gucci brand. I felt slighted and offended. It behooves Gucci to investigate this episode, put policies in place to prevent a recurrence and train their staff in common decency. Customers don’t need Gucci; Gucci needs customers! Mohammad...

We walked into Gucci to find a wallet for my husband. The first associate was kind but left shortly after as her shift ended. That’s when Sylvia stepped in—and truly changed the experience. She was warm, engaging, and made us feel genuinely welcome. It didn’t feel like a transaction; it felt like catching up with a friend who just happens to have impeccable taste.

Later, we went to Louis Vuitton, where I originally planned to buy a bag. But the energy was cold—no greeting, no offer to help, just blank stares. I immediately thought, “Why invest in a brand that doesn’t invest in you?” And just like that, we headed straight back to Gucci, and asked for Sylvia to assist us.

Sylvia had recommended a timeless bag I couldn’t stop thinking about. I ended up purchasing it—and a wallet too. She somehow knew exactly what I’d love without me saying much at all. I’ve shopped at designer stores before, but never felt this kind of sincerity and connection.

True luxury isn’t about logos—it’s about the people who make you feel like you belong. Gucci is incredibly lucky to have Sylvia. She doesn’t just sell fashion; she represents what the brand should stand for: authenticity, warmth, and excellence. Sylvia, thank you for making this one of the most memorable interactions I’ll remember for the...

Whilst overseas in August 2025 visiting from Australia, we purchased a Marmont handbag from the Gucci Milano Galleria boutique as a push present gift for my wife, and unfortunately our experience was very disappointing.

Although we made it clear at the time of purchase that the item was being taken overseas, we were not advised of the difference between claiming the tax refund in-store versus at the airport. As a result, we lost out on €116.19 in tax savings that could have easily been avoided with clear and transparent information. The cost may sound minimal, but it’s not when you’ve spent a significant amount of money travelling across the other side of the world.

What’s been even more frustrating is the lack of accountability or goodwill shown by Gucci since raising our concerns. Despite multiple follow-ups, the responses we received were dismissive and placed the responsibility entirely on us, rather than acknowledging the lack of clarity at the point of sale.

We also still do not have proper access to the digital warranty system despite repeated requests.

Overall, this experience fell far below what we would expect from a brand like Gucci, and it has unfortunately left a lasting...