Gilt Groupe, Inc.

Hi [redacted],I'm very sorry to hear of the negative experience you've recently had with us! This is of course not the experience we want out members to have.The reason we would not accept a return or cover the costs of repair for this particular purchase is that we have a 21 day return window policy, and...

as these were purchased back in June, it is difficult for us to gauge natural wear and tear. In this instance however, we'd be happy to make an exception to our policy to facilitate a return of this pair for a refund of account credits to spend on our site.We completely stand-by the guarantee that every item is the authentic label it promises to be. We deal with designers and independent partners directly to ensure all products are the authentic brand as advertised.Please advise if you'd like us to reactivate your account so we can facilitate this return. I have notated your account with the details. Let us know if we can help in any other way or address any further concerns.Thank you very much,Jamie,Customer Service Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 Thank you for your reply. But I still can not accept this. I can advise that I, as well as my friends, have reviewed the pictures on your website and compared them to the real product. All of us can see that there is a big difference between them. I have no intention to lie to you. If you need more evidence,I can show you more pictures in different settings.I understand that the wallet is a final sale item. But color difference is also a quality issue. I even doubt that the wallet may be a fake one. I cannot accept to waste my money on something that is not as described. Hope you can understand my situation. Hope you can understand me.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],Thanks for bringing this to my attention.While I can certainly appreciate your situation, sadly , we cannot refund customs charges paid by you as these are not charges the we, or our international shipping partner, BorderFree, have collected. Therefore we have no access to the necessary...

funds to be able to refund these charges.Please do link up with your local taxation authority who will be able to issue a rebate of taxes paid in these orders.I am so sorry for any inconvenience caused.Kindest RegardsPatCustomer Service Management Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted]
[redacted] Hi  I refer to the Complaint ID #[redacted]. I have returned the goods as evidenced by the email below. However, Gilt have yet to issue a refund and it has been almost a month now. Can you please advise what my next course of action should be. Thank you[redacted]    
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi there,After reviewing your account, we have noticed that there have been multiple T-Mobile Gift Codes applied to your account. Having applied more than one Gift Code is a breach of Gilt and T-Mobile's Terms of Service. Due to the additional Gift Codes applied to your account,...

which have resulted in the receipt of more than $15 Gilt Account Credit, your membership was deactivated and any order that has not yet shipped would have been cancelled. Please see the terms and conditions of this offer at the bottom of this email.I have reactivated your Gilt account and the $50 gift card you won is still available to use towards any future purchase on [redacted].I'm sorry for any disappointment caused.Best regards, JessicaCustomer Support Supervisor A $15 GILT promotional gift card code to [redacted] or [redacted]. Redeem in app by 4:59 a.m. ET on Wednesday 8/**/2016. Gift card code is not valid on Gilt Travel or in the Gilt Store within Saks OFF 5th. Promotional gift card code may be suspended or terminated at any time and may be subject to product restrictions or exclusions. Limit one per person.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: 
 
The creases and pock marks are as clear as day.  Who else should I send the pictures to? 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],I am so sorry for all of this.I have reviewed the complaint and the ticket you have raised within our customer service centre, It is my understanding that you no longer wish to receive the order.I'm happy to reach out to our delivery partners to have this order returned to our warehouse, at which point I will process the refund for the order.With regard to compensation, let us get this step out of the way and we will be able to discuss further accommodations at that point.Again, my apologies for your experience with this orderKindest RegardsPatCustomer Service SupervisorShould you ever need assistance for any future queries you can also contact us on Live Chat here - [redacted]

Hi [redacted],I do apologise that you are feeling like this is not being dealt with appropriately.As I have advised  previously, we are happy to offer a discount and that is the one which has been offered as we feel that there is no case to answer here, simply due to the fact that the item sent is the item which was ordered. I note that in your conversation with Denis yesterday, you have rejected the discount offered and donated your pearls.I am happy to re-extend this discount to you, pending your acceptance, purely as a gesture. As the discount has been offered and rejected previously, I am afraid, we do have to put a timeline on it. The offer of this discount will expire one week from today at which point we will deem the matter closed as we have fulfilled our obligation to you.Please advise if you would like for us to add this discount to your accountKindest RegardsPatCustomer Service SupervisorShould you ever need assistance for any future queries you can also contact us on Live Chat here - [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

There is a difference of AUD65.30 between the amount paid (AUD2,519.40) and what has been offered by GILT as a refund (AUD2,452.10). I have been advised by Gilt that the shortfall relates to the shipping and insurance for the return of the item. The question of the handbag's authenticity relates not just to the hardware but more to the fact that there is no unique serial number within the interior lining of the handbag which provides evidence of its authenticity.While technically the handbag should be destroyed (as it is a counterfeit), I would be happy to return this item to Gilt for the purposes of obtaining a full refund. However, I am unwilling to pay for the postage/insurance for the return of this handbag given that Gilt has not sold me an item that it has advertised, that is, a genuine [redacted] handbag.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
First I'd like to thank Revdex.com for helping me with this .I received their reply, but I couldn't accept their solution. They offer two solutions. 1.     The first method is to return the goods, but this goods had been charged 66 dollars customs duty when the customs are passed (please see picture 1, Customs tax payment certificate) .According to the customs regulations of China, the fees will not be refunded and GILT said I needed to take the loss myself. Ithink this should be taken by GILT. I reminded them that they should pack up before the goods were shipped, and they promised to pack them well (Please see picture 2). I contacted them in time after receiving the goods, and they admitted their mistakes in packing(Please see picture 3,4,5). So I think they should compensate me for my tariff loss.In addition, I only paid $151 for this item, and now the price is $229. If I return, I will have to pay $229 for re-purchase.And what I don't understand is that I didn't promise to return it, and they decided to create the return process for me, They privately created the return process for me without agreement.Therefore, I think if I choose to return the goods, they will have to return my money and pay my duties and compensate me for all the loss.2.     The second solution, they say I can keep the goods and compensate me for the loss of $40. I can't accept it. What's the basis for my compensation of $40? Why did their mistakes cause me so much trouble, but only to take on such a cost? They thought their big mistake would be worth $40?3.     Thirdly, I asked if I could ask them to help me with the WMF after-sales maintenance, they said, I need to contact myself?4.     Why did their mistakes give me so much trouble, and they were not sincere in solving the problem, So I was very disappointed with the business environment and the laws of the United States
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

After 5 separate requests, I am still receiving these unwanted emails from [redacted].  Why can't their tech team figure out how to unsubscribe someone from their email list?  This is harassment. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted], As per previous conversations we have had in regards to this order for the Saint Laurent Paris Crossbody. We acknowledge that the bag is as advertised on our website and is indeed the correct bag you have received. However as a major exception on your account we are willing to grant a return for this bag for non expiring gilt credit.We will follow up in a separate email with Fedex label for you to return the bag. RegardsDenisGilt Customer Service Supervisor

Hello [redacted]I have advised you on all previous correspondence that I have given to our Legal Team I have also advised you of where we stand with regards to your issues as per all our terms and conditions of this offer.   This information will not change.    We do not offer direct correspondence with our Promotions Team.I have also advised should you wish to correspond with our legal team directly you will need to reach out directly. Please see below copy of this correspondence.Denise C[redacted]Hello [redacted],Thank you for your response.However to move forward to address your statements with the relevant department the requirement would be that you send in your concerns in writing toHudson’s Bay CompanyLegal Department[redacted]
[redacted]I would like to advise you should you need further assistance from customer service please do not hesitate to reach back out to me.warm regardsDenise C[redacted]Gilt Customer Service Management

Hi [redacted],Thanks for bringing this to our attention.I'm really sorry that you are feeling so bad about this transaction. I've looked into it in great detail and from what I've been able to see per the attached screenshots which you provided us with, the vendor did not actually stop you from...

redeeming your voucher. As far as we can tell, the vendor isn't open on Sundays when you would like most to redeem your voucher and they had no availability for the month of December on Saturdays. This is understandable considering that it is the Holiday season and these kinds of procedures are most in demand.I think the issues stems from the fact that the vendor requested you provide them with your voucher number and you responded with a question not necessarily related to your name or voucher number and this is where the confusion is originating.The voucher is still valid for use thru 2/**. Would encourage you to reach out to the vendor once more to attempt to redeem. If you are unable to at that point, I would be more than happy to look into this further for you.Kindest RegardsPatCustomer Service SupervisorShould you ever need assistance for any future queries you can also contact us on Live Chat here - [redacted]

Hello,Thank you for your reply.Sadly we will not be applying these credits back to your account The promotion terms and conditions stated that this promotion was subject to was one per person.  As more that one promotion was added, you are therefore in breach of the terms and conditions of this promotion. BestRachelCustomer Service Supervisor

Hi [redacted],Thanks for coming back to us on this.I have reviewed the case and under the circumstances, we are allowing a major exception to your account to have this refund issued.Owing to the timeframe, we cannot issue to the card, as settled payments can only be refunded back to the card within 365 days of the settlement. This is banking protocol and is completely out of our control. I have arranged to have a cheque refund issued to you. This will be mailed to the billing address associated with your card and will issue in the next 30 daysI hope this helps.Kindest RegardsPatGilt Customer Service Management TeamShould you ever need assistance for any future queries you can also contact us on Live Chat here - [redacted].

Hi [redacted],We're so sorry to hear of your dissatisfaction with our services.In relation to your account been terminated we do have the right to terminate accounts which we do feel that there has been Fraudulent activity on. As your account was flagged with our Order Management team for redemption of multiple gift cards and orders placed. This is in our terms of service which is available online for you to view, as when you joined gilt.com you agree to these terms and conditions of use of our site. Regards[redacted]Gilt Customer Service Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I ordered a bag under the assumption that the dimensions of the bag were correct. Gilt advertised the bag as 15 inches in length across, which was not the case. The maker of the bag (Gucci) states officially on its website and in-store that the bag is 12.5 inches across. It cannot carry a laptop larger than 12.5 inches, which was intended for this bag.Gilt representatives stated that their warehouse deemed that the bag dimensions were correct when in fact Gucci (the official manufacturer of the purse) states it is 12.5 inches in length across and that the handles of the bag are 7 inches, not the 9 inches Gilt' falsely claims.Gilt states the dimensions are correct according to its warehouse, claiming the top of the bag is in fact 15 inches (although the bottom of the bag is 12.5 inches which is never stated on its website). Another instance of a bag being shaped differently and not a perfect square or rectangle is the following example of a Louis Vuitton bag that is being sold on the Gilt website. Gilt description can be found here:  [redacted]search Measurements: Body length 12.6", height 9.4", width 5.9" The Louis Vuitton (official maker) description can be found here) : [redacted] (Louis Vuitton: h[redacted]) 12.6 x 9.4 x 5.9 inches(Length x Height x Width)
In the case of the Louis Vuitton purse, the dimensions are correct as they are taken from the bottom of the bag. In addition to its false advertisement and the fact I was deceived by Gilt, Gilt neither emailed me to let me know of their independent decision. I was not offered to be returned the bag and was not told I had no choice but to take a credit on the Gilt website. Had I known it would ONLY be a credit, I would have kept the bag and sold it. I was provided a return label for a 'final sale' item because the representative understood the dimensions were incorrect, thereby accepting I was correct. When a bag is returned customers are allowed to have the return shipping deducted from the total and the remainder refunded to the customer. If the item states it can be returned for Gilt credit, it would state that on the particular item's description page where it was being advertised. Gilt provided me a return label and I was told it would be returned and refunded. I understood this as a customer that this would mean it would be fully refunded to my account. I would not have been provided a return label otherwise on a 'final sale' item had the dimensions not been incorrect and had Gilt not sent me the return label to begin with. Had Gilt not been willing to return my purchase back to me the first Gilt representative would have told me it was final sale and would not have provided me a return label.Again, as the item was falsely advertised (cannot hold the laptop- which was the only function for this bag as a work bag) and as I spoke to the first representative who said this item would be returned and refunded to me (and not as a credit) I am asking Gilt to provide a full return to my credit card. Additionally, Gilt uses different measurements to their own benefit on different bags and your measurement standard is not fair to the consumer. Customers who purchase bags at that price point want exact measurements. You cannot measure a Gucci one way and a Louis Vuitton another way. Length should be taken from the bottom and if it is shaped differently the top of the bag and the bottom of the bag length should be provided.I was provided a return label and a guaranteed the bag would be returned by the first customer representative I spoke with who provided me the return label. She did not make me aware that the bag would go back to the warehouse to be re-measured; she did not tell me I would receive a Gilt credit for the amount I paid instead of a full return on my credit card; and I was never given the option of getting the bag back or the credit and not a full refund. Had it absolutely been the case I knew I would get a refund I would not have made 3 consecutive purchases in one week and would have instead used the credit towards those purchases and asked Gilt to honor my discount code to exchange the purse. This is completely dishonest to the customer.Again, I am awaiting my full refund to my [redacted] credit card.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi There, Regretfully we would not be able to refund you for any additional costs incurred by you to receive this package From Customs. RegardsDenisCustomer Service Supervisor

Hi [redacted],Thanks for reaching out to us through the Revdex.com.I have looked into this complaint in detail and note that this issue has been raised on a number of occasions over the years. We have advised, per the vendor that they are willing to work with you and put your expired...

vouchers towards a credit with the vendor, which they will honour.Sadly, we cannot provide a refund here for these reasons and those already outlined to you in previous correspondence.I am so sorry for any inconvenience caused.Kindest RegardsPatCustomer ServiceManagement Team