Gucci — Local services in San Jose

Bottom line. No fair solution or problem solving. Horrible customer service. Totally unhelpful. No contact information provided or help for what do next.

The story: We purchased a Gucci belt for our son's birthday at a Gucci store in Netherlands on May 14th 2022. We ended with an incorrect size. At the time of purchase the Gucci representative explained to us that we would have no trouble exchanging the item. However, we would have to pay any US taxes or duty.

On return to the US we discovered the belt was too small. We contacted Gucci customer service through the customer support phone line. The representative told us the only option was to exchange the belt to a Gucci store. She also searched their data base to find the correct size. This turned out to be a store 600 miles from our home(Beverly Hills). She went on to recommend that we go to the Gucci store closest to us (Santa Clara CA)and ask them to transfer the item from the Beverly Hills store to the Santa Clara store. customer service assured me that they sent an "internal message" to the store managers. I'll note that when we made our Gucci purchase , a profile was created that had my personal information and purchase history. There was no question of our legitimate purchase from Gucci or my identity.

I drove the hour+ from our home to the Gucci store. I brought with me the new Gucci belt with tags and plastic film still on the item, in the gift wrapped Gucci box. I also brought with me the original receipt and my legal ID.

I was greeted into the store and met by a sales associate, who inspected the item. I explained my issue and let him know that customer service had directed me to this store and sent an internal message to the manager. The associate then passed me to a manager. She spent the next 10 minutes or so telling me that no email or message had been sent. She also said there was nothing the store could do. Because my purchase was made internationally and at an airport Gucci, they were "separate". I explained the store I purchased from was in fact an actual Gucci location and the promise that had been made at that store for an exchange in the USA.

The manager could see my frustration. she asked me to sit down, they would bring me a bottle of water. (which they never brought) and she passed me to another manager. She continued to say that no message had been sent from customer service. Shortly there after a young man was introduced to me. He, immediately found the message from customer service. But, offered no solution. He said that the Beverly Hills store will not do any transfers. He would not accept a return of the item with a credit to my credit card. Nor would he find a method to get the correctly sized belt. Things unraveled from there. (no belt pun intended). I asked for contact information to escalate my case. None was given. I asked the manager for his card. He said he didn't have one. In total frustration and feeling the need to document the experience I started to video the exchange. This made the shop keepers upset enough to ask me to leave the store. Which I did. I was frustrated and upset, but remained calm and respectful. International Gucci made a promise to support our purchase, which they...

I entered the store, mid-day too, and I was well greeted. Don't let that fool you! As I stroll through the store, there was an item I was interested in. There were not that many customers, 5 or less, and I stood next to the item waiting for someone to help me. The salespeople just walk right past me with no consideration of me as a potential customer. Maybe I didn't look the "customer" type to them, I was wearing a causal T-shirt with jeans. I waited over 10 minutes with no help whatsoever. I left the store and, around 30 minutes later, I was walking past it to go back. I enter and go to the exact same spot I was interested in and there was a salesperson right beside me helping another potential customer. As the customer walked away without purchasing anything, the salesperson walks towards 2 other employees and were just having a normal conversation 5 feet away from me about some "long receipts". This is poor customer service, for I have been standing waiting for 15 minutes, second time mind you. I exited the store unpleased with the service. As I'm leaving, a woman walks in and all the employees rushed over to greet her. Not only that, they offered her water, champagne, sparkling water, and wine. I turned around, returned to see that item because I'm determined to see the item. There were two salesmen buttering up a customer who just walked in. I, with a firm voice, said, "Excuse me, I'd like to see this item now." The sales person unlocks the glass casing and places the item on the table, not even in my hands nor acknowledging my presence and walked away. Now that I have the item in my hand, another salesperson approached me and was now "interested" in helping me. She was answering my questions. After the treatment I got, I was no longer interested in spending my money for any of the items. How can they determine a potential customer by looking at them from the outside? This was a poor experience and the customer service was outright awful. You can't build a good business off of a poor...

I purchased sunglasses for my aunt at this location. She accidentally scratched one of the lenses so she took them in for repair. They quoted her $180. While the price seemed a bit ridiculous, she wanted to ensure they get properly fixed so she agreed and left her glasses. When she left her glasses, she received a receipt and was informed an approximate turnaround time of 30 days. Three months went by and she received no notification until a couple days ago. She finally got an email telling her it was ready for pick up. When she went to pick up the glasses, they weren’t repaired!! She asked the manager Sam M. what was going on and he said that they contacted her to get her approval on the repair cost but never got a response from her. First of all, she already approved the cost when she left the glasses at the shop. She has no records of emails, calls, or texts asking for approval. She asked the manager to show her if they have any records of such communications and he could not show her either. Regardless of what misunderstanding or miscommunication there was, my aunt wasted over 3 months of her time waiting on her sun glasses. As the person representing the brand and shop, the least Sam could have done was give my aunt a proper apology for the terrible customer service. Instead, not only did he forego the apology but his nonchalant attitude was incredibly disrespectful and a horrible representation of the...