Gucci — Local services in Dallas

Horrible customer service from manager. I bought a bag. Since I could not find any details about the in-store return policy online -- I hoped it was the same as the online return policy -- which is 30 days. I tried out the bag and discovered that my laptop wouldn't fit it in it without getting stuck on the chain when I pulled the laptop out. I realized the bag wasn't right for me and put it back in the box. When I was back in Dallas for a funeral (29 days after I purchased the bag) -- I went in to return the bag. The employees (especially Arman) were great and helped me look for new bags so that I could make an exchange or get a store credit. They just needed to get it approved with the manager. They told me they would have her call me the next day at 12:30 pm. She didn't call although I cleared my schedule at that time. I called her -- 8 hours after she was supposed to call me. When she did get on the phone with me she was rude, condescending, and not helpful. She said because I had put my laptop in the bag, that made it "used" and that I couldn't return or exchange the bag or get a store credit. Instead she is sending it back to me. Which would have been fine -- had her intention been to be helpful. If one of my employees had acted this way, and talked down to a customer repeatedly, I would want to know. A reputable brand like Gucci should really be represented with more class.

Update: I, obviously, took very could car of the bag until the moment I brought it in to exchange. Since the manager decided not to return it... she sent it back to me in the mail. When it got here -- it was in very different condition then when I left it at Gucci. The receipt was no longer in the black Gucci envelop I brought it in. The wrapping that the bag came with to protect the bag had been taken off. Why would you take the protective wrapping off before you send the bag back via UPS?! Incredibly rude for a manager to treat the bag with less care than...

Complaint Regarding Belt Hole Service — Request for Resolution

Dear Gucci Customer Service, Good afternoon. My name is Yuliia, and I am reaching out to express my disappointment regarding a recent experience with Gucci’s service policy. While traveling in Barcelona in November 2024, I purchased several items, including a few Gucci belts, from the Gucci store at the outlet village. Since the belts were not my size, I requested that holes be added at the store. Unfortunately, I was informed that the hole-punching machine was out of service at the time, so this adjustment could not be made. I was reassured that I could have this service completed at any Gucci store worldwide, as it is a standard courtesy provided to customers. Today, December 12, I visited the Gucci store at NorthPark in Dallas to have the holes added. However, the store manager informed me that I would be charged $25 per belt for this service. I explained the situation regarding the Barcelona store's broken machine and the inconvenience I experienced as a result. Initially, they agreed to waive the fee for two of the belts but insisted on charging me for the third, claiming it was a standard service charge. I am deeply disappointed by this experience. As a loyal Gucci customer, I expect the brand to stand by its commitment to quality service, especially when I was unable to receive it at the point of purchase due to no fault of my own. I feel that it is unfair to charge me for a service that should have been provided at the time of sale.

I kindly request that you review this matter and provide clarity on Gucci’s service policy regarding belt adjustments. I hope for a resolution that reflects the high standard of customer care that Gucci is known for.

Thank you for your attention to this matter. I look forward to your response.

Best...

So I went to buy some Gucci slides, and everything was fine until I got to the register and scanned my card. I scanned my card and after I scanned my card the cashier says “Is this debit or credit” I say debit . The she goes “okay will you’ll have to scan it again” so I scan it again and it does the fraud thing. So I call my bank and get that squared away . Then she tells me to get cash because it’s against company policy to make a purchase with a card that doesn’t have a name on it . And I tell her that it has a pin on it because it’s a debit card . And she still says get cash. So I go to the atm and the purchase is already posted so I go back to get my slides. When I went back to get them the cashier goes “it didn’t go through we cancelled it ,your money will be back tomorrow morning after we shut our computers down" . Then I ask for a supervisor/ manager . And the manager yells at me and says “THE TRANSACTION DID NOT GO THROUGH WHAT DO U WANT IS TO DO THE MONEY WILL BE BACK TOMORROW MORNING”. So I wait until the next morning it’s not there . So I said okay it may take a couple more days. So I wait a couple 4 more days . It’s still not their so I call my card company and and they say the transaction was posted ! It wasn’t pending or anything, and to go get your money refunded from the Gucci store. I go back and they say I’ve waited too long . And I still haven’t received my money back and it’s been a month . So I won’t ever set foot back in that store again !! The rude cashiers name was (Danielle kerbel) and the outrageous manager/supervisors name was (Angie sok) ! and mind you I’m only 16 , I worked hard for those shoes just...