Gucci Chevy Chase

Review: On 8/28/13, I sent two items for return to the Gucci store in Chevy Chase. I did not include the sales receipt because I do not have it. The items were gifts. The package was received at the store on 8/30/2013 at 4:04 pm. The USPS tracking number is: [redacted]. I requested the two items be either exchanged for something else, or I be sent a merchandise credit. After not receiving anything for a month, I initiated contact with the store. On three occasions, the person with whom I spoke took my information and promised to try to track down my package and get back go me. Each time, I received no follow-up. At this point, Gucci is in possession of my return, and I am out of the items I was giver because they have not returned my items, nor have the sent the exchange or credit.Desired Settlement: I would like a merchandise credit or the new items I requested.

Business

Response:

April 17, 2014Dear [redacted],We have received the above-referenced Complaint and have fully investigated Complainant’s allegations, which we find to be without merit.In short, the package that Complainant claims to have sent to Gucci’s Chevy Chase, MD store for a return/credit was never received by the store. Complainant informed the General Manager, [redacted], that the package was sent via USPS without a signature required upon delivery. Two inventories of the entire store were performed between the date Complainant claims to have sent the item back to the store and the date of his initial complaint and the item was not found. Complainant is unable to produce a proof of purchase and states via email to [redacted] on March 25, 2014, that the item that he was attempting to return was a gift from his mother, [redacted]. Please be advised that there is no related transactional history in Gucci’s client database for either a [redacted] or a [redacted]. As such, without proof of purchase or physically receiving the item, Gucci cannot process a refund.Our mission at Gucci is for our clients to have an exceptional shopping experience and to receive the highest level of service each time they shop with Gucci. We regret that **. [redacted] is displeased with our determination, however it is not within Gucci’s policy to process returns or refunds for items that we do not physically recieve back.Please feel free to contact me directly at ###-###-#### if you have any questions.Sincerely,

Business

Response:

May 2, 2014Dear [redacted],We are in receipt of your letter of April 24, 2014, wherein complaintant [redacted] relays additional concerns in relation to complaint number [redacted], to which Gucci America, Inc. (“Gucci”) responded on April 14, 2014 and again on April 17, 2014 (see attached).Gucci again reiterates that the package described in **. [redacted]’s original complaint was never received by Gucci’s Chevy Chase, MD store. As mentioned in Gucci’s original response to this complaint, this package **. [redacted] claims to have sent was sent via USPS without a signature required upon delivery. You will note that the tracking number provided in **. [redacted]’s complaint cannot be tracked on the USPS website. There is no record of any Gucci employee signing for said package, the tracking number does not exist on the USPS website and Gucci cannot be responsible for items that were never received by the store. Gucci cannot return an item to **. [redacted] that is not in its possession, nor can Gucci advise as to who may have the package, as **. [redacted] asks in his follow-up complaint. Gucci can only confirm that the package was not delivered to Gucci’s Chevy Chase location, and that Gucci is not in possession of **. [redacted]’s property.We recognize the discrepancy in client names in Gucci’s letter of April 17, 2014 and realize this was in error. We acknowledge **. [redacted]’s assertion that his mother, [redacted], may have purchased the item in question and Gucci mistakenly referred to a [redacted] in it’s original response. We hereby confirm that no transaction history can be found in Gucci’s client database for the following names: [redacted], [redacted] or [redacted], so we therefore have no record of any such related purchases.We have fully investigated this issue internally and will be closing our file on this matter.This letter is written without prejudice to the rights and claims of Gucci, all of which are hereby expressly reserved.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Gucci Chevy Chase acknowledged the package was sent and received at their address. I provided confirmation that the package was sent. The tracking number is invalid because, as previously stated on multiple occasions, USPS only keeps tracking numbers in their database for six months. This package was sent in August of 2013. Aug.-Sept. = 1 month; Sept.-Oct. = 2 months; Oct. - Nov. = 3 months; Nov.-Dec. = 4 months; Dec.-Jan. = 5 months; and Jan.-Feb. = 6 months. In February, the data was purged. Had Gucci acted responsibility in researching this matter when first brought to its attention in October 2013, which would have been approximately three months after the package was received, Gucci would have successfully retrieved the tracking data. Gucci cannot act with negligence and then blame the customer for said negligence. Typical corporate behavior.As previously stated to Gucci, the items returned may have been purchased at a department store shop, such as [redacted] or [redacted]. Complainant forwarded a copy of the receipt for one of the items, but was unable to locate the other receipt. Obviously, Gucci ignored that or that information was not passed on by the store-level associate.Lastly, Gucci asserts that these are "allegations" made by the Complainant; however, these are facts supported by documentation.

Regards,