Gucci — Local services in Washington

I would give this store zero stars if I could to be honest. My partner bought me a Gucci Ghost ring for Christmas that was too small. So I went into Gucci's City Center location to get properly sized and to exchange the ring for my determined correct size on Saturday, December 28th at 3pm.

I was initially greeted by a black woman who was super nice, and then she passed me off to male of asian/south asian descent. The second SA helped me get my ring size, and then informed that while they didn't have my particular ring in stock in the stores, he could order it from the store for me. But then after maybe three mins, he pulled me in to whisper that since my partner used Apple Pay to make the purchase, they were unable to do an exchange. And instead I would have to return the ring and my partner would have to repurchase the ring in a separate transaction. Considering the SA consulted with their manager before telling me, I didn't question it. But I did find it weird and slightly judgemental that he whispered it to me as if Apple Pay is not a regular use of payment?

I called my partner to confirm before doing the in store return, and during that time it seemed like some of the SA's regulars walked into the store because before even completing the return he walked away from me and told me with his back turned that the return receipt would be emailed to my partner. The interaction with the form of payment felt a little judgemental, even mentioning to my partner on the phone how I felt like the SA was implying we couldn't really afford the ring, but I went about my day.

However, when my partner went to repurchase the ring for me a week later, we noticed it had went up in price by $80 before taxes. Which is obviously annoying when we originally wanted to just exchange it. We decided to go in store at Galleria the second time around, and were told by our amazing SA Aaron that while he couldn't price match our original purchase, there is no company policy that the stores don't accept exchanges for Apple Pay and that we were definitely mislead by the other City Center SA. He asked if maybe he thought my partner had used Afterpay instead of Apple Pay but I told him i had the order confirmation with me that showed my partner used American Express via Apple Pay. And even I know Gucci doesn't take Afterpay––at best maybe Affirm––but that's not what we used.

My partner settled with buying me the ring at a much higher price because they knew I wanted it. But I am extremely upset that the SA likely made an assumption on how the ring was paid for by misreading the receipt, passed judgement and didn't even have the courtesy to say bye as I walked out the door.

THEN when I called to get the SA's name, I was told that since I wasn't the one who made the purchase they wouldn't release that information to me for privacy reasons––even though I was the one who interacted in store not my partner. Which is insane and extremely frustrating since I was misled...

ALL AREAS ARE REVIEWED 1-5, 1 being the lowest and 5 being the highest.

Location-5-Downtown DC, very easy to find with proper signage. Parking-n/a- We were on foot so did not need to park, that being said there seems to be ample on-street parking in the area. Sales staff/product knowledge-5- From the moment that you walk in the store you know that you are somewhere special, the staff is gracious, professional, and super knowledgeable about all things Gucci. Make sure when you go in you immediately ask for Aram, he will take care of you and ensure that you walk out knowing you got exactly what you came for. Product availability-5- While they did not have the specific bag that we were looking for (inventory issue) Aram was able to assess our needs and provide quite a few specific options in the store. This store has literally everything from tennis shoes to watches to clothes to of course any type of bag/purse/wallet/etc. that you might be looking for. Price-5- Its Gucci, not eBay. If you go in expecting to find a bargain bin or last year's products you are in the wrong place. This is 100% high-end, straight off of the runway product; there is a good chance that you will be the first in your group to own any particular item purchased here. Extra Mile-5- If you are purchasing a larger item, or any item that comes in a larger box, Aram can ensure that you take the item with you and that the box and all its finery is FedX'ed to you within the next few days. This is a great bonus as I am sure that most shoppers want to maintain their Gucci product in its original packaging and that those boxes can be large... Overall-5- I can't say enough about this location, I only wish that I remembered everyone's name to praise them individually. What a great shopping experience. Shout Out- ARAM GIBSON, ARAM GIBSON, ARAM GIBSON. This gentleman will treat you well and make sure that your needs are met, ask for...

Very disappointed with my experience in returning a bag. When I opened my box a week after I purchased the item I didn’t love the bag. The bag looked smaller than the one that I saw in the store and I wasn’t feeling it. I only unwrapped the paper from the arm strap & looked at the bag. I didn’t even remove the stuffing from inside the bag. When I tried to return it within the return period, the sales person that was amazingly pleasant, fun and attentive when I was purchasing the bag was all of a sudden hesitant, stone and insinuating that the bag was damaged and had debris inside and she was unable to take it back. I was appalled, embarrassed and made to feel like a scam artist and criminal.

I felt like the sales associate made my experience difficult and made the accusations about the bag being damaged because she would loose her commission on the sale. She kept making an “exchange or repair” an option for me. Why would I want you to REPAIR a brand new bag even if I did want to keep the bag!????

I was in shock that she was treating me that way considering I had purchased other items that I was not returning! Ultimately after jumping through hoops, the manager processed my refund. No apologies just stone faces. I will NOT be spending my money at Gucci.

My teenage daughter and her friend was with me & witnessed how I was treated and had I not worn the other merchandise, I would have returned that too. I really want to sell all of my Gucci merchandise now.

Excellent customer service, empathy and respect is key in operating any business...