Gucci Livermore Outlet — Local services in Livermore

I’ve been shopping at luxury stores like Louis Vuitton, Saint Laurent, Burberry, Gucci, etc, etc. for over 10+ years now spending at least 10k a year. You would expect excellent customer service while spending that much money at such a sophisticated brand right?

Wrong.

I was in the Desert Hills Premium Outlet’s the other week and I was looking to exchange a gift as I was following their policy. When I walked in this location, I was approached by many friendly associates but to my bad luck, I decided to have an associate named Jean (she’s the Asian lady with glasses in case you ever run into her) to assist me. She was kind enough at first, going out of her way to suit my needs, showing me wallets and pulling out different sizes of shoes. I finally chose a grey pair of slides as part of the exchange and a wallet for a separate transaction as I was trying to make her some commission. I was also interested in a black nylon crossbody with the leather strap. They, unfortunately, did not have it available and they would have to transfer it from another store. It took about an hour to reach the Desert Hills Premium Outlets because I knew they had it available. All changed when she found out that I was there to make an exchange and not to purchase from her. Her attitude suddenly changed to a sour tone and right after she was done calling the store, she walked off, leaving me and my mother there telling us that it’ll be at the store in 2-3 days and that she’ll call when it arrives. I went up to her and she turned around with an attitude like “what do you want now” and I asked if she was going to hold the slides and wallet for me and she said yes with my mother there as witness.

After 4 days, I called to check in and a gentleman going by John was kinds enough to explain that it can take longer to process. Okay then...I wasn’t told that before.

After 7 days, I went down there myself as I did have some errands to run down by the area. As I walked in, I noticed a African American security follow me as I look through the items. As an Asian, this would be the first time I was profiled and I was very offended as I was holding a Gucci shopping bag with an item in it too. Like, excuse me, some space please? I then ran into an SA who I worked with for a long time and told him about the situation with Jean. After speaking to my normal SA about the situation, he went in the back to look for my item and said that my item arrived A FEW DAYS AGO. It turns out that Jean, the rude SA, never even called to tell us to pick it up. Jean then came out and my mother completely went off on her and she looked so surprised acting like we were the crazy people. She then brought out the wallet and right then, I was confused and asked her where are the slides also because I need them to round off my exchange (note: they don’t do refunds or put the remaining amount on a gift card) and she said she SOLD them to another customer last WEEK. I was so offended because she knew how badly I wanted those slides and it was enough to round off the balance of the exchange. By then, I had enough and requested another SA to do the exchange for us. This time, we put the wallet in to round it off so she couldn’t get the commission. The exchange was successful.

While doing the exchange, I met a lovely SA going by Karen who I purchased a pair of $300 slip on sneakers from. She was so nice and knew about the situation so I wanted to give her some commission. There were 3 SA’s who apologized for my inconvenience and I super appreciate the fact that they acknowledged how humiliating it was for me and my family to go through such terrible service with Jean. They are the reason why I will continue going back, not for Jean.

For all future customers or whoever is reading this, if you do go to Gucci @ Livermore Premium Outlet’s, you’ll only get great customer service IF you’re lucky. Not everyone is like the 3 SA’s...

A few days ago we experienced the worse shopping experience/ customer service we have ever experienced in the past 20 years! We were sooo dissapointed and depressed! It completely ruined our day!

Entering the store: After waiting 40min in the sun, my wife and I entered the store and were assigned to Jessica. Right away we asked her if there were any bags in the back with further discount. She "greeted" us very cold and told us we had to first make a clothing purchase in order to look at bags, what??(not store policy at all). While helping us she complained about working there and really did seem to want to help us....and it gets worse...

First 15 minutes: She NEVER asked us what we were looking for or how she could help, zero service, completely ignored us for the first 15 minutes. We just stood there and watched everyone else get helped. This was very unwelcoming especially since she was not helping anyone else.

After 30 minutes in the store: I went straight to her and asked firmly " Can we get some service??" Then we had to BEG her to help us look for bags in the back even though all the other associate around us were doing the same for there customer easily. 30 minutes after entering the store Jessica bought out a few bags and after looking at them closely my wife REALLY like one of them and decided to get it.

After 45 minutes in the store: After looking closely at the bags Jessica brought out my wife REALLY fell in love with one of the bags and told Jessica she will buy it, but wanted to keep looking around first.

After 1 hr in the store: My wife was looking at other bags when suddenly she hears Jessica's co-worker says " Hurry up and give me that bag already, my customer wants it back!" Then Jessica comes to my wife and asks "Can I BORROW that bag for a minute?" Reluctantly my wife gives it to her. 5 Minutes later Jessica comes back and says "Sorry someone else already bought that bag.".....WHAT???????

Then why did you show us the bag!!??

How do you think this experience makes a customer feel????? My wife loved that bag!!!! We spend over 1 hr in the store on top of another 40 minutes waiting in the sun for nothing. You have no idea how bad that made my wife feel! That whole experience was so saddening and depressing!! Completely ruined our whole day!!! We have never experienced such...

Beyond disappointed! I splurged on a pair of Gucci shoes back in August, thinking I was treating myself to something really special. Used them twice, mind you, both times sitting down at fancy events. And it fell apart! How can a brand like Gucci make shoes that can't even last three hours total?

First, I email them pics of the broken shoes, and they told me to take it to the nearest store. So I did, and two weeks later, I'm told I can either wait three months for a repair or get in-store credit. I didn't pick any because, honestly, who's got time for a three-month wait? Also, the amount of money I paid for the shoes wouldn't get me anything I really wanted at the store.

Now, here's where the real fun begins. I drive to the Gucci Outlet in Livermore, a solid three-hour from my house, hoping to sort this all out. But nope, they make me leave the shoes and wait for another call about my credit. Two weeks later they tell me to come back to confirm the credit. Oh, and there's no guarantee they'll have anything I actually want.

So, I try going the virtual appointment route online, you know, to save myself another long drive. No luck. Four times I try, and nothing. So, I start calling them to set up an online appointment, a total of twelve calls, just trying to reach the outlet. Every time, they promise to sort it or talk to their manager, but guess what? Nothing happens.

Finally, after two weeks of this, I got tired of trying and asked for a refund, to which they refused to issue.

As a fashion lover and first-time Gucci buyer, I'm seriously let down. Not only the outlet store for its lack of professionalism and care for their clients, but also to the brand itself, that after see me attempt contact so many times, being nothing but a nice and understanding human being, did nothing to help me or escalate the situation.

Long story short, if you want to be treated well, with respect and care when purchasing high fashion, stir...