Gucci

Steve was wonderful, I got a wallet and he went out of his way to provide excellent customer service. I will be back for a belt and shoe when I save up enough. I thought Steve was a manager at first because of the way he presented himself but he said he was just an associate.
Management should consider promoting this talented individual

Wonderful store with exceptional staff who will go out of their way to make sure you have a positive experience. I didn’t feel judged because I was wearing everyday clothes, which is really important when shopping in stores such as this one. Even though I left empty handed (they sold out of the item I wanted) I’ll absolutely be back!

Terrible customer service. I walked in to be greeted by an individual, but when I asked him for help, turns out he was just security. The sales people group together and talk while their guard is the store’s concierge and grabs the first open salesperson
Lorina (sp?) doesn’t look like she wants to be there, and wasn’t too friendly or helpful when I had asked about their men’s shoes.
1 star for the store. 1 star for security greeting me in.

After living here for months now, I finally decided to check this store out.
My experience with Gucci was all right. A little bit better than most of the luxury stores I’ve been to. I’m surprised their customer service here was actually normal — you know, when they don’t watch you like a hawk or immediately judge if you have money or not.
I found some really nice things here, but definitely not my style…

i just wanted to talk about the horrible experience i experienced at the Gucci store in Santana Row the manager Jeff first said he can process a return of a Gucci purse i bought at the San Francisco store as it was within the 10 day return period… after making me wait for 30 minutes he then says he cant process the return and says i have to go ALL the way back to the San Francisco store even though i had the receipt as proof of purchase and they had the same merchandise in the store. Maybe it was because he didnt want to process the return because of the price of the bag thats still poor customer service and he lost a customer i was considering buying merchandise at the Santana Row store since i live in the South Bay but since the manager has no integrity and went back on his word id rather make the drive to San Francisco

So I used to be a regular here until I moved to Vegas, then I started shopping at their location inside the Caesars Forum Mall. However, I came back to visit and Marianna helped me. Not only was she patient, she searched high and low and chased my show size all over the United States. She also mentioned to me that the item i wanted is currently out of stock but available for pre order.
I told her I was leaving for Hawaii and I needed it asap. She got me the next half size up and although it looked quite big she did mention over time my feet will adjust and get used to it. In addition, if i were to preorder the correct size, it wouldnt make it on time for my trip due to discrepancies.
However, she did offer other similar styles and she wasnt pushy to make a sale at all. She was very friendly and got to know me on a personal level. She even talked to me about my upcoming trip and which Gucci items would be appropriate to wear on the beach, dinner, etc.
Anyways, long story short, ask for Marianna to help you! She goes above and beyond to help you. 5 stars to her! I will be back for her help every time I come back to the Bay Area!

I like this store & love Gucci products. I have quite a few collections from them & they’re classic.
But their 10 days return/​exchange policy kinda eek me out as I had a horrible experience when returned my LV bags last week at Valley Fair Mall.
Go to Nordstrom in SF or Stanford shopping center if you’re into brand name purses & shoes, they carry Gucci brand with awesome customer service & policy.

It’s not often I feel compelled to write a review for a retail store, but this is one moment where the Santana Row Gucci flat out deserves it. Clearly, the employees in this store profile people who come in and decide whether they are rich enough to buy or not. Big mistake. Think about where we are… Silicon Valley, where rich tech people abound, and yes, flip flops likely follow. How were we dressed? Me in flip flops and a t-​shirt; my fiancée in flats and leggings.
Plenty of staff around, zero customers, and yet, after asking for a size on a pair of wedges, we sat, and sat, and sat, and sat some more. The one guy who actually spoke to us actually had the audacity to say that everyone was busy. Busy doing what pray tell? Soon after, another nicely dressed customer walked in, and she was immediately greeted and helped. What BS.
My fiancée’s closet is lined with nice heels; any Gucci? Nope. Any Gucci coming in the future? At least not from this store, and I live adjacent to them! MORONS.

I love this gucci store! They are so patient with you and help you a lot here. The store is located on the heart of Santana row in front of yard house. When you walk in it’s always clean! I only go here because there’s this one lady i didn’t catch her name but she’s Asian and she’s so nice, I got my espadrilles from her and a wallet. She was very helpful when I couldn’t make up my mind on what shoes I should get and which wallet works out best. I’m definitely coming back to purchase that purse I had my eyes on with her!

They have good customer service and RaeRae is such a nice SA. She is very helpful and always sweet. Every time I go to Santana Row, my boyfriend and I go and visit her and shop around. She is the best Gucci SA!

I actually have gone to gucci once and while for the last couple of years and everytime the sale associates were always nice. I am never dressed in any special way or look a specfic way, if anything I usually come in sweats and ponytail. Now I am not a huge gucci fan, my friends are but I am not. Usually, I come out very empty handed except a few jewelry pieces.
I actually came by to buy a card case for my smaller bags because no one would want to try to fit a 7 inches wallet into a 6 inches bag. So I thought let’s get something classic, black, and well practical. I have searched most luxurious stores but I ended up with the monogrammed card case because it was practical. Anyways, when I went in with my boyfriend there was only one person working apparently. The woman talked to us after we waited 30 minutes due to other costumers. The security guard actually kept us company and was asking if we needed anything. To be honest I just wanted to get out fast and quick but it was okay, I was looking at the leather goods some more. Anyways I searched for the card case on the site and made sure that this location had them in stock.
This woman took roughly 45 mins to walk around in the back and front of the store to go try find this card case I have been wanting. She actually found it in the very back of a drawer and apologized for the waiting.
I didn’t mind the wait too much however, my boyfriend was already super irritated. I don’t know if it was because we went super early in the morning on a weekday but I sort of wished there was another person around to help. Overall it was okay and it was just the waiting that really made me give this a 4 star.

Came into the store with the intention of buying my boyfriend a new wallet for his birthday. He really liked his previous Gucci wallet, so I decided it was time to replace it. We both walked in the store with gym clothes on (sweatshirt, leggings, running shoes, etc) and saw three associates. They stopped what they were talking about as we entered and…
NOTHING. No smiles. No hello. Just stares.
We walked around for 5 minutes trying to locate the wallets and finally had to ask the security guard where the guy wallets were. Hm, funny how he was the only responsive one in that store.
I was a little peeved because we legitimately needed help because there were a few styles my boyfriend was interested in, but I guess the associates were too busy greeting and showing «awesome» customer service to an older lady and her daughter, who actually walked in a little after us.
And at that point, we just walked out.
Our experience left my boyfriend thinking he didn’t want a new Gucci wallet anymore. He actually wants to look into other brands now.
I’m not saying the associates here stereotyped us as a couple «just looking» or not inclined to buy, but I call it like I see it. My boyfriend and I work in customer service, and we both agree that because of the lack of professionalism this particular store has shown us, we won’t be coming back.

Oh purses, you have turned into my sweet addiction.
My birthday came around and my fiancé surprised me with a nice Gucci bag which had a nice big box with a pretty bow. In the box was a nice Gucci bag. It was a Jackie. I loved it, I love the quality and the classic look of it.
My fiancé said that Rianti helped him through the process and he was very pleased with her help.
We visited the store again to see a few more purses and Rianti was able to help us look at more products. Over all good experience and great quality.

This is more of a review for one sales associate, Rianti, than for the store as a whole.
See, I wear size 16 in Gucci sneakers. Can squeeze into a 15.5 or 15 in certain models.
Problem is, the U.S. stock tends to end at size 14.5.
Enter Rianti, who has a way of making size 16’s magically appear even when the system shows zero of them in the whole country. And with flair, too.

Its been almost a year since we came here, so sad they don’t remember their customers and instead practice on being poor snobs… seems to be the «thing» here in Nthn Cal, snobby customer service, never had this problem in Southern Cal. Oh btw got fab service in Scotch and Soda, and Diesel, read my reviews.
Got a mumbled «Welcome to Gucci» as we walked through.
Had planned to buy 4 scarves today (was there around 12−1pm). A lot of available staff. We stood around the scarves for about 5 mins, got fed up, walked out (was more pissy about the attitudes). I really want the 4 Gucci scarves so will wait to for a visit to our regular store in SD.
I do not return to stores that offer foul service.

Once a year Gucci has a yearly sale. I usually order all the items on line because I don’t like going into these types of stores because of the snobby sales associates. There seems to be a handful of mean sales people in Gucci, Louie or Tiffiany’s. Why? I am really not sure.
I called the store to see if they had a size for my husband. The sales associate named Jerry Hernandez answered the phone and informed me that the best thing to do is to come in and see the items in person to make sure that the shoe fits as well, He also suggested that this is also an opportunity to see other items that they had in stock. He stated that I should make an appointment so that he will have enough time to show me other items.
I made an appointment and I went to see Jerry. He was on time and walked me and my husband to the men’s section and showed us all the shoes and explained me to in detail to me about each shoe that I had a interest in. There was no pressure to buy anything. He was very informative.
My advice to anyone that wants to go into Gucci and shop. Make an appointment with a sales associate. When you make an appointment they will have lots of time to devote to you, they will also show you around and give you input on what is the best thing to get, the time of the yearly sale etc. They will also assist you in trying on the shoes etc. Certain shoes you should get a size smaller because they can stretch.
In a high end brand like Gucci you should take advantage of the sales associates because they are there to help you. I would have never thought this was a good idea if I didn’t call. I was lucky that Jerry told me to come in and make an appointment. If I ever go again I will call Jerry again it was such a hassle free and pleasant experience. Everyone to have this experience when they are purchasing items from a luxury brand.
Thank you Jerry for all your help!

Sometimes, in those rare occasions, I find myself in stores like this.
Came in here knowing I was about to throw down some serious dough for the hubby. 5 years of marriage & quite a dapper fellow (dresses better than some mannequins at Nordy’s, ok?) isn’t about to just get anything– he deserves the best! I grew up knowing Gucci is some serious goods. Hence, this visit…
I knew I was gonna walk out with something, was just a matter of who wanted to spend time helping me out. I know I don’t make 6 figures (yet) and I guess my appearance doesn’t scream (((COMMISSION CHA-​CHING). Was it my pink Target sandals or orange Cole Haan bag or red Burt’s Bee’s lipstick or green prasiolite gem on my David Yurman albion ring or black wing-​tipped Loreal liner or some other color on me? Who knows. I know they don’t make a lot per hour and have to pick the «right people» to up their hourly. Like picking the best fruit off trees, I guess. And yes, they CAN make a lot (i.e. A living) off of this retail stuff. So, yes, they are checking for bruises on their fruit. Whatevs. Anyway…
I asked for help. Turns out I asked the security guy. MODED!!! Guess I was nervous, I don’t know. Makes sense how he was paying great attention to me without saying a word :-). Regardless, the guy who helped me out was really nice and helpful. Kinda had to be, I gave my right arm for my hubby’s gifts :-) just kidding, he was sweet.
One word of advice: don’t judge a book by it’s cover. That 75¢ paperback might actually cost $ 750. Nobody should feel bad about wanting nice things for themselves. Sorry to say, I got that vibe here. What’s wrong with saying hi to everybody? Conversations with your coworkers aren’t helping you find that (((COMMISSION CHA-​CHING))) either. It’s like being scared of money. No «hi» no «buy». :-) that «hi» could be the difference between you vs. Louis Vuitton. Whom may treat me the same, but maybe not. Just sayin’.

As my man and I are walking down Santana Row, I grab his hand extra hard and say, «Slow down. I want to see if I can see these Gucci sunglasses through the window while we’re walking by.»
He says, «Uhhh, do you want to just go in?»
I say, «Wait, are we like, allowed to go in there?»
As we walked through the door, I feared that someone would stop us and ask for our w-2’s or proof that we were wealthy enough to be shopping here, but then I realized that no one seemed to notice us. The more I realized this, the more comfortable I felt walking around the entire store, and looking at everything.
We stalked the entire men’s section first. We seem to like to play this game where we both have to pick out our favorite thing in every single display case and then compare, so, yes, we spent time in front of every single display case in the store. There were many, many employees present, but none of them so much as made eye contact with us.
He picks up a few pairs of shoes, and they had stickers on the bottom indicating that they were around $ 600 a pair, which is actually much less than I thought they would be. The shoes in the women’s section, however, did not have stickers or prices on them. So, apparently, men need to know how much things cost before they buy them, but women are too pretty to worry about these sorts of things.
After we had been in here for quite some time, and no one even said hi to us, my guy told me that he felt like they were judging us for the way we were dressed, or something. Luckily, I know how to make a man feel like a man so, I leaned over and whispered into his ear, «You make more money than everybody in here.»
But, I mean, come on, it’s true. Is $ 12 an hour really enough to turn a human being into a rude snot-​bag? I know you’re not getting paid six figures to sell shoes.
Even if I were able to find the sunglasses I was looking for, and even if they cost ten percent of what I thought they cost, I would not want to shop somewhere where the associates are so condescending towards any of the customers.

I LOVE the service here. Even though its not right awau bevause I saw like 2 people working. the lady came up to me and said shes very sorry thats shes not with me asap but she’ll be back asap. I was looking around for wallets, she helped me choose out a perfect one for me. I love how she pulled out more wallets other than the displays. I ended up getting a gucci wallet when I was planning on lv. Too bad lv thinks theyre sooo high class that they lost business. Sucks for them. Im a forever gucci fan now. Thanks again

I absolutely love this store and everything in it! My boyfriend and I have been coming here for our gifts to each other since the dawn of time. We have never experienced better customer service, and all around satisfaction when shopping than we have with Ian. Most times we would come in and wouldn’t be taken as a serious buyer when shopping at Gucci, for whatever reason that may be, it has never happened with Ian. Right away when we walk in his gives you his full attention. He greets you and asked how your day is! Who still does that now a days? Seriously! Instead of «hi can I help you?». That was great! Anyways…
Just recently I was helped by Ian and can honestly say hands down he is the best at what he does. His customer service is exactly why he is going to succeed in everything he does, while the others there will be left in the dust!
He knows his product to the T. He helped me pick the perfect sized belt for my boyfriends valentines day gift. My boyfriend wasn’t there and I was worried it might not work out since I was unsure of it fitting. Ian completely eased every concern I had when making a expensive purchase like that, and informed me of Gucci’s return policy. Which end result was very successful, it fit PERFECTLY! He was so helpful in making suggestions and was NOT pushy like I can imagine other people in designer sales are.
So after the belt and wallet I bought for my boyfriend, he was soooo happy, my boyfriend went straight to Ian for my birthday gift. With Ian’s help my boyfriend was able to successfully buy a GORGEOUS purse and matching wallet, and a beautiful perfume! He also could not resist picking up the new men’s cologne for himself!
A week later, I receive an email from Ian thanking me for coming in!!!
Seriously!!! What a great guy!!! He really does go above and beyond to insure your satisfaction! And you know what?!? OH BOY ARE WE SATISFIED!
WE LOVE EVERYTHING WE PURCHASED. We seriously couldn’t be happier.
Overall we owe our great experience, to Ian. So if you are looking to make a giant purchase at a beautiful designer store, drinking champagne or sparkling water, while being helped by someone who actually knows what good quality customer service is… GO TO GUCCI AND SEE IAN!