Gucci — Local services in Chicago

My entire transaction was a nightmare from the very beginning. I bought a bag about a year ago that turned out to be a defective bag. When I came into the store to drop off the bag for repair the associates seemed very confused on how to handle a repair. After they were able to find someone to help me, I was told I would hear back within 7-10 business days. After 3 weeks of not hearing anything I called the store. An associate by the name of Tracy (I believe she is considered the Service Coordinator), informed me that they were made aware that this bag style was defective (Shouldn't someone have reached out to clients that bought the bag to inform them of this?). She then proceeds to tell me she had attempted to contact me several times. Clearly, this wasn't true. I had fallen through the cracks and instead of being honest about this she tries to convince me that she had been calling me constantly during those 3 weeks. Attempting this deception is a bad idea when people have caller ID. All I needed to do was pull up my call logs which showed that wasn't true (Also, if you have tried unsuccessfully to get someone via phone, wouldn't you email them? Which is what she finally did after I complained that I hadn't heard anything in 3 weeks. She finally called and emailed me). Tracy tells me I can come into the store and receive a credit for my bag. I go into the store a few days later just to be told Tracy wasn't working that day and she was the only associate that could help with my transaction. I confirm what I'm being told because clearly that is ridiculous. I ask the associate if he is sure that only Tracy can help me and wouldn't a manager be able to assist me with this, and he says no (okay, so, I'm to believe that only a store level associate can assist me with a transaction?). Of course at this point I am beyond livid. I came there from work which is on the other side of downtown (Financial District), and took me 20-25 minutes to get there. I call Client Services later that evening to discuss what was going on and they advised me to call the store the next day and ask to speak with the GM. I call the next morning and asked to speak with the GM directly, the associate who answered the phone is not interested in getting the GM on the phone. They asked what was going on and I told them and informed them of the entire situation and expressed that Client Services suggested I speak directly with the GM. Instead, they put Tracy on the phone. She then goes on a rant of how Corporate is being very generous by giving me a credit for the bag to shop for something else (Wait a minute, Corporate is being generous for replacing a defective bag they sold me in the first place?). She then goes on to recite my address to me and tell me I don't live that far from the store when I explain how this has all been a major inconvenience. I'm thinking are you kidding me right now. You are now telling me where I live!

To sum this all up. I was completely shocked by this level of service. I will not say I will never shop at Gucci again because I have no idea what I will do 20 years from now. However, I will say this, I have no intention of shopping with Gucci in the near future. And I am so dumbfounded by this interaction that I can't stop telling people about it. Seriously, people say, "Oh, your bag is cute." And I proceed to tell them this entire story about everything I had to go through to get it and how the service at Gucci has really changed and not to expect much. I get that I am just one customer of the many that you have, but at a time when consumer preferences are changing, no retailers business is safe. Please let this situation be a teachable moment. Don't lie to your customers You are not in the business of doing your customers favors. You serve us at our pleasure. We can shift retailers whenever we desire. People spend more time talking about their bad interactions then they do their good. It's a force of nature, it...

Illegal sales practices at GUCCI’s Alongside with awful customer service

Went to the flagship store in Chicago (900 Michigan Ave) on Sunday. Was waiting for 15 min and hunting for a sales associate to show me a wallet. While showing me the wallet, Troy mentioned a Diana mini bag ($2650 excluding tax) that came in a similar color. He said it was a very rare piece but they had one on a window display, and I can buy it if I want to. Proceeded with paying for the item, and after I paid Troy informed me that he has just gotten a word that bag was sold earlier, but he could get it for me from another stores. He promised to contact them by the end of the day (refused to do it earlier) and give me an update the next day. Haven’t heard from him. Tried contacting the store via phone on Wednesday - the phone number they listed goes to general customer service (who couldn’t reach the store either).

On Thursday I decided to go to the store and demand an update. This is where it gets even more interesting.

I tried talking to the sales associates upfront - they tried to discard me asap, barely listening to what I was saying. I had to force them to listen to me. They tell me only Troy can help me and that he will be with me shortly. I ended up waiting for 15-20 minutes and having another sales associates calling Troy again. After he shows up he tells me that he hasn’t heard from the stores yet and he doesn’t know if I will get the bag. When I asked him why did he charge me money for the bag he didn’t know he could get he said indifferently that “I paid full price to show Gucci I was serious about buying the bag”. So basically he sold me a promise, not a product without clarifying it was a promise I was paying $2900 (tax incl.) for. At this point I am shaking from the disrespect and disregard, and all I want is a refund. He disappears for another 10 minutes only to come back and say that their system is down so I can wait or he can let me know when it’s back. I don’t trust him at this point so I chose to wait. 5 minutes after the system comes back and I get a refund. Troy didn’t even say goodbye or apologized and went off about his day.

Tried contacting Gucci about this issue and so far it has been unsuccessful. Almost like they don’t care if they provide good customer service, because people would still buy the products. But it is illegal to sell a promise while telling the customer they are paying for the product and I will not let such practices go unnoticed.

Can’t stress enough - take your business...

My bf spent good money in this store and upon going back to get a different shoe size the service was horrible. I walked in half hour before closing the 3 ladies who didnt even acknowledge me as i walked in were very rude. I asked some one where to go and she pointed with her head towards the stair case and said everyone on the floor is an associate. Upon getting to the secong floor the man who helped me was rude. Hewas rushing me and didnt know the answeres to the questions i was asking. He told me they didnt make the shoes in my size (and they do have them on now) & there was nothing they can do because they were getting ready to close. He walked away to speak to another lady and I was so livid at the fact that we spend damn good money and for you to treat us like crap is not okay. I feel because i was in my work clothes (scrubs) and had just worked a 12 hour shift and looked horrible that they felt they can mistreat hard working people. The same hard workers who spend their cash there. I will NEVER AGAIN step foot in this store everything is online now because they knew how to talk and treat people and found my shoe size because he did his job unlike the people in the actual store. I spoke to a manager who did nothing to assure me it wont...