A luxury purchase turned legal battle has unfolded in Mumbai after an advocate filed a consumer complaint against Gucci, alleging that a defective pair of shoes caused him to fall twice, resulting in injury and ongoing trauma. With documented defects acknowledged by the brand, the case raises questions about product standards in the high-end retail sector and the obligations of luxury brands toward consumer safety.
A Premium Purchase, A Painful Experience
On March 6, 2024, Advocate Khan-Deshmukh visited a Gucci outlet and purchased a pair of designer shoes and a matching belt, expecting premium quality consistent with the brand’s global reputation. However, the purchase reportedly resulted in two painful falls within days, attributed to defects in the shoes.
According to the complaint submitted to the Suburban Mumbai District Consumer Dispute Redressal Commission, the footwear exhibited serious issues immediately after limited use—including uneven elevation between the left and right shoes and rapid deterioration of the sole. The advocate claimed that these defects not only caused physical injury and persistent leg pain, but also emotional distress and mental trauma.
“I purchased a high-end product with the expectation of quality and comfort. Instead, I ended up in pain and distress, facing rude treatment when I sought help,” Deshmukh told sources familiar with the proceedings.
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Gucci’s Admission and Alleged Indifference
The case took a sharp turn when the complainant submitted correspondence from Gucci itself, dated March 7, 2024, confirming the existence of a “slight height difference” between the two shoes—a defect that the complainant asserts contributed directly to his discomfort and falls. The internal inspection by Gucci’s engineer noted “comfort and fitting issues” with the right shoe, validating the customer’s experience.
Despite this acknowledgment, the complaint alleges that no resolution or replacement was offered. Deshmukh was instead redirected to another Gucci outlet at Jio World Plaza in Bandra Kurla Complex, where he claims to have faced dismissive and unhelpful behavior from brand representatives.
“It wasn’t just the defective product, it was the apathy and lack of accountability that compounded the trauma,” the complaint states.
Legal Action and Growing Accountability Demands in Luxury Retail
Citing mental agony, physical pain, and consumer rights violations, the advocate is now seeking ₹1 crore in damages, along with ₹9,500 for purchasing alternative footwear, and ₹50,000 for litigation costs.
The complaint highlights broader concerns around luxury brand accountability, especially when high prices do not always translate into guaranteed quality or satisfactory after-sales support. It also raises questions about the extent to which international luxury houses uphold consumer protection standards in markets like India.
As of now, Gucci has not issued any public comment. With the consumer court now examining the matter, this case could set a precedent for how grievances against premium brands are handled in the Indian legal system.