Gucci’s customer service is absolutely shocking — has anyone else experienced this?
I’m honestly shocked and appalled by Gucci’s online customer service. I order from a LOT of luxury brands—pretty much everything from the major high-end houses—and I have never, hands down, had an online customer service experience this bad.
I ordered a pair of shoes from Gucci in September. They were supposed to be shipped via FedEx with overnight/two-day delivery from New Jersey to D.C.
Ten days later, I still didn’t have my shoes.
The tracking showed that the package basically disappeared for about five days. Then, out of nowhere, it reappeared in Billings, Montana. 😳 At that point, I contacted Gucci because I wanted to cancel the order/refund it. And this is where things got even more ridiculous.
I emailed Gucci — no response.
I tried calling their 1-877 customer service number. Someone actually answered, and then the call disconnected. I called again, and had the same kind of issue.
Then I tried their online chat, which is basically an iMessage-style chat. It said it was going to connect me with a Client Advisor. I waited…and waited…and nobody ever came on.
I have never experienced this level of difficulty trying to get help with an online order from a luxury brand. I’m not even talking about the shipping issue itself—I understand that FedEx can lose/misroute a package. What I cannot understand is having multiple customer service channels and not being able to get an actual human being to respond.
Has anyone else had a similarly terrible experience with Gucci customer service, or did I just get incredibly unlucky?
At this point, I don’t think I’ll ever order from Gucci online again.