Gilt Groupe, Inc.

Hi [redacted],Thanks for bringing this to our attention.I, firstly, wish to apologise that you have received an incorrect product from us.Sadly, as already advised, we cannot cover the cost of return shipping from an international territory when the order was shipped, initially, within the continental US....

While we accept responsibility for the incorrect item, and we will cover shipping costs within the continental US (including HI and PR), we are not able to cover this cost.You are welcome to mail the bags back to your freight forwarder, who you have used on this order and provide them with the [redacted] label we sent to you. They can then send the bags back to us, at which time we will issue a full refund. Or you can opt to accept a partial refund of $25 to keep the bags. Please note that acceptance of this partial refund waives any right to return at any point in the future.Please advise how you wish to proceed.Kindest RegardsPatCustomer Service Management Team

[redacted],I sincerly apologise that you felt mislead by the emails sent about our returns test. These emails explained how we're trying to abolish all final sale items other than fine jewerly, swimwear, beauty products, intimates and items further reduced. However, there has been absolutely no change to our 21 day return policy. This still applies to past, present and future orders.I again apologise for any disappointment caused by this. Warm regards, Jessica Customer Service SupervisorFurther assistance needed? Join us in Live Chat [redacted]

Hi there,
I have confirmed with our Order Management team that as of May [redacted], this $150 refund was released and applied to the members account tied to their Mastercard ending with [redacted].
This refund has been processed at our end and there is nothing further that we can administratively do to push it through. 
If the member require any documentation which may be needed to substantiate this, they are welcome to contact us and be put in touch with our Order Management team.
Kind Regards,
[redacted]

Hi [redacted],I apologize for the difficulty you have experienced in relation to your recent vouchers. In order to look in to this further I do need precise information such as an order number or the email address your account is registered under. Gilt City vouchers are final sale and non...

returnable, which is highlighted on our sale page. We do not refund for these vouchers after the purchase unless we have the option to cancel the order. If the vouchers you have not redeemed, have not been redeemed based on subject to availibilty or any type of restriction that had been previously outlined on our sale page we will not be able to provide you with a refund. Should other circumstances arises that have not been outlined on our sale page, I will resolve this for you. Please attach the appropriate email address so I can look in to this for you.Best,[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:
 Again, your apology does not make the problem created by Gilt go away. You are continuing to express the failure to fulfill the order is on my end. I assure you, it is not. My purchase was made when the items were in stock. The order I placed reserves those items for the purchaser.  The recipient of the items purchased did not place an order for them. The purchase procedure defined and set forth by Gilt holds the company liable to fulfill the order. How you obtain your inventory is not my problem. 
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:

The business just repeatedly states that "they stand by the authenticity" of the item, which is erroneous because if they did, they would have accepted a return of the product immediately.  The claim that they were trying to reach me by email and "were unable to" is inaccurate where they sent me an email only at about the same time that they posted the response to the Revdex.com. I would not have had enough time to review, much less respond to their email prior to their Revdex.com submission.  The response does nothing but indicate that they are sending me a [redacted] return label, which they did, but only so that I can return the item for further inspection. I have returned the item, have been working on getting a reimbursement for months, and had to expend money to obtain a third party authenticator's evaluation when Gilt should have borne the responsibility of ensuring that the item was authentic.  To the contrary, I had to work extensively to show them that the item is a fake.  Anyone with any experience in luxury handbags, particularly an alleged experienced secondary luxury retail seller, would have been able to determine the item as a fake. The excuse that the photos I provided were insufficient does not make any sense when I not only provided initial photos of the most glaring signs that the bag is a fake, I also provided a link to an album that contained approximately 30 photos, which included high resolution photos of various details of the handbag (including close ups of zipper undersides, all hardware, etc.).  If the company's original concern was that they didn't have enough photos (which as I already pointed out cannot have possibly been the case), they could have asked for more photos or specific photos of bag parts that they wanted to review. They could have also reviewed the bag in person.  Instead, they just flatly refused to accept the return and appeared not to have even conducted a thorough investigation, if one was conducted at all.  They were also not at all concerned about this issue until I made a complaint with my credit card company and the Revdex.com.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello[redacted],Thank you for reaching out.This order would have shipped from our vendor's warehouse in 2012. When your order arrived incomplete we made every effort to get replacements sourced and delivered. I can see that we issued a refund to cover the cost of the delivery ( $149.95) on...

January[redacted], 2013 and issued an additional $60.00 in account credit as a service gesture.While we understand that you would like to voice your frustration directly to [redacted], regrettably we cannot share our contact details with members. A warranty was not included with the [redacted] CA Arianna Outdoor Seating Set and due to the timeframe that has passed we are unable to accept a return on this item. We sincerely apologize for any disappointment that this might cause. Warm regards,[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:

 
Thank you for your reply, Denis.
 
Your statement, "[redacted]" there is not argument there. 
 
My biggest concern is, my items were never wait-listed from the beginning.  As a premier member, I had a 15 minute head start to observe the items, issue a purchase order and make the necessary payments for my items.
 
A) I submitted a purchase order and received a confirmation on December **, 2015 for the two items.
B) On February [redacted], my orders got cancelled (which I secured the items at $455 and $175) due to customs and logistical issues and they were placed on wait-list @ new pricing $1699 and $1999.
C) March **, the same two items suddenly reappeared on Gilt.com with the escalated pricing.  Clearly, there was an error on Gilt's part and you are not owning up to your original advertised price on your website.
I believe due to Gilt.com's pricing error, A) you pulled the items off the website then B) cancelled all of our orders then C) placed the items on your consumers wait-list with the skyrocketed prices to the correct your error. 
 
Thank you, [redacted]
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi Revdex.com,
We have worked with customer to resolve this during the last few days and unfortunately customer is not happy with the resolution that they can use voucher. All vouchers from Gilt City are final sale and non-refundable. Our representatives and Gilt's representatives have...

spoken to the vendor and to the custome and both the vendor and our Gilt City representatives have told customer that there is no issue with member using the vouchers.
Member purchased the vouchers in November and reached out to us at the end of February to advise they have been unable to book classes. Our team reached out to vendor about this and vendor said there was no issue in customer using the vouchers and reached out to customer. Customer then came back to Gilt City to advise that vendor had advised her she could get a refund so our team reached out to vendor again to get clarity on the situation. Vendor did not promise a refund, only stated that they were unable to provide a refund for her and that it would be up to Gilt City and our policies, but that they would be more than happy to honor the voucher and help her get started with classes.
For this particular gym, all members need to sign up two days ahead for classes and there is no option to sign up before. The Vendor has also advised us and the member that they would be happy to help her sign up; so because the voucher was non-refundable; and because customer is able to use the voucher, we would not be able to offer a refund for her for her vouchers.
Kind Regards,
Gilt City

I do not accept Gilt Groupe's assertion that they will not provide a refund since this is past 21 days from the purchase.  I notified them that there was a problem with the rug when I originally received it in March of 2015.  And this past weekend, we finally rolled it out on our patio and vacuumed it once and it began unraveling, not pilling, but completely falling apart!  This is a $500 rug!  I will not accept that that is normal and demand a full refund, or ask that the Revdex.com to record this and downgrade their rating.  Thank you

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 received a response on here from Gilt City saying that my [redacted] account has been refunded, and also a an email saying a refund was processed.  As of now there has been no money refunded to my [redacted] account (see attached screenshot), and the link in the email saying my refund was processed leads to a dead webpage (second attached image).
 
 
 
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:
I do not believe that this product is authentic. These shoes were worn on only FOUR occasions. The tip of both heels came off on the 4th day. This left EXPOSED metal. When I arrived at my hospital and walked into the ER the metal on linoleum caused me to take a hard fall.  Am I expected to believe that a $500. pair of designer shoes would fall apart like that? I have purchased thousands of dollars worth of goods from this company and now I do not believe that any of these items are authentic. I need real proof that what I have purchased is authentic and if it is authentic I want a reasonable refund to be used to have them professionally repaired.
[redacted]
 
 
 
 
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:

I have attached a copy of the advertisement for reference, as I believe it will make things more clear. Below I have explained what I believe to be the best interpretation of the language in the advertisement:
The top of the advertisement reads, "Design your Dozen." Under that, it says, "2-pack ‘Design Your Dozen’ sampler pack from [redacted]." My interpretation of these headings is that I was purchasing 12 juices that I would choose or “design” myself. The meaning of “2-pack” was still unclear, however, it appeared that the 12 juices might need to be purchased in groups of six.
As the Gilt representative has noted in their message, the advertisement then reads, "[c]hoose from two-days or six-packs of Green Juice, Arugula Kale, Chard Basil, Coffee Cashew, Cashew Vanilla, Spicy Apple, Beet Juice, Spicy Lemonade, Lime Ginger, Golden Beet, Cucumber Jalapen~o or Pineapple Apple Mint." The meaning of this sentence was unclear. The advertisement had already established that this coupon was for a dozen juices, to be “designed” into a sampler pack. I still don’t know what “two-days” means in reference to a sampler pack of a dozen juices—the advertisement does not clarify that.  With reference to the “six-packs,” however, my understanding, based on the advertisement’s text, is that these “six-packs” would be designed by the customer, not limited to a single type of juice. The following language in the advertisement supported and confirmed my interpretation.
The next two paragraphs clarify that I can “[c]hoose [my] favorite blends of BluePrint’s celebrated juices with a 12- pack sampler.” Then, presumably describing my options for the “12-pack sampler,” the advertisement goes on to say that I can enjoy “two of each flavor.” This helps to clarify my interpretation that I could choose the juices that I would like to order (with the restriction that I would need to buy two of each, e.g., 3 types of juice to a six-pack, or 6 types of juices in the dozen). 
Further on, the advertisement reads, “[o]rder may be redeemed as one 12-juice shipment, or two six-juice shipments.” Nowhere, however, does it say that each six-pack may include only one type of juice. Far from specifying that fact, the advertisement had instead informed me that I was purchasing a “sampler pack” that I could “design” and that I could “enjoy two of each flavor.”
Finally, at the end, the advertisement reads that it is “[v]alid for any combination of juices up to $130 value.” Again, giving the impression that the consumer would decide the combination of juices.
With respect to the timing issue, I did purchase this two months ago, however, it does not expire until April. I chose to try to use the voucher early this week, well before the expiration date. I contacted Gilt in a prompt and timely manner as soon as the issue was brought to my attention. The amount of time that has passed since the purchase is irrelevant to the refund and there is nothing in the advertisement on or the voucher to suggest otherwise. The advertisement was misleading and I therefore would like a refund to my credit card. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely, [redacted]

Hi [redacted],
I Completely understand your frustration, please let us know if there are any issues after delivery.
Regards,
John

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Hi [redacted],
When the return labels were originally created they would have been valid on your gilt.com through the returns section for 14 days and if not used would expire. 
This is what has happened in this instance and owing to the timeframe we would not be in a position to grant a return as items have been in your possession for nearly 6 months now. 
I am sorry for any inconvenience caused here.
Best Regards,
Denis
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:

[Your Answer Here]
Hi Steve,I've called [redacted] in person and got the feedback they will not reimburse the taxes I paid, you can check by calling +[redacted].I can't agree $125 refund because I cannot buy this car seat anywhere by $125, and this mistake is caused by GILT.I have waited one week for Gilt to investigate why the car seat is missing, but your customer support told me you cannot conclude.This is not a responsible answer, please show me the evidence, your customer support told me your store has only sent out one box, that means you haven't sent out the car seat, I don't understand why you cannot send the car seat to me now since you haven't sent it before, do you have the travel system or you only have the stroller but you put a false information on your website?What I need is a car seat, and I paid for it, please send it to me.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi There, 
Regretfully we are still awaiting delivery of your return and once it has been received back in our returns warehouse you will be refunded in full for your purchase. I do apologize for any inconvenience in regards to your recent purchase. 
Kindest regards, 
Denis
Gilt Customer Service Supervisor

Hi There,
We are regretfully unable to provide proof of authenticity for shoes I do apologize for any inconvenience.
As previously advised 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.
Kind Regards
Denis
Customer Service Supervisor