Gilt Groupe, Inc.

Hi [redacted],Thank you for reaching out.We're so sorry to hear of your dissatisfaction with this matter and I certainly understand how frustrating this matter must be. However as per our terms of membership, "Gilt may, in its sole discretion, choose to not process or to cancel your order in certain circumstances. This may occur, for example, when the product or service you wish to purchase is out of stock or has been mispriced, we suspect the request is fraudulent, or in other circumstances Gilt deems appropriate in its sole discretion"We really do appreciate the time you have taken to share these concerns with us and will ensure that they are shared with the relevant department.Warm regards,CianCustomer Service SpecialistFurther assistance needed? Join us in Live Chat [redacted]

Hi [redacted],
I do apologize that you are not satisfied with the outcome of our previous conversations. We never aspire for any member to have this experience. I can confidently assure you that we aim to be as lenient with our policy as we can and that if this sale was live, we would of...

course have issued a refund as an exception. However the sale was no longer live when you contacted us preventing us from refunding. The notes on the account indicate you first contacted us October [redacted] in relation to this whilst the orders were placed on September [redacted] and [redacted]. Within 24 hours of these orders being submitted you would have received two emails with two separate vouchers with two separate charges indicating two orders were submitted. If you had contacted us at this point of course we could have issued a refund.
I would like to emphasize that all Gilt City orders are strictly Final Sale and non returnable as advertised on our sale page. I have reviewed both orders in your account for you, the first order was submitted on Sep **, 2014 11:35 PM and the second order was Sep **, 2014 04:06 AM EDT. There was a large gap between this time frame indicating they were submitted at different times, once an order is submitted you receive confirmation of this through email 5 - 10 minutes. This would have been the case for both vouchers.
Although this voucher is limited to one per member and you cannot avail of the second voucher, you can change the name on the second voucher and issue this as a gift. If you wish to do so please let us know we would be happy to help.
I apologize sincerely for this outcome as I wish I had a more customer satisfying outcome for you. However I am happy to advise you can use your paid value.
Best,
[redacted]

To whom this may concern,With reference to order #[redacted] we can see that this customer who purchased with us was in contact with our customer service team today to request an update. I can see that the order has experienced unforeseen delays in shipment that we could...

unfortunately not predict when the originally estimated delivery date was provided. Our shipping partner ACE who has possession of this package currently has advised this will be delivered to customer within the next 10-14 days.Once again Gilt would like to sincerely apologise for this inconvenience. With 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:

You should of already asked the salon how they plan to provide service for people unable to walk to the [redacted] floor.  Go ahead and inquire.  Ask them if they know that they must have access to all.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

No I do not want to purchase at the 110.00 price - I want to purchase at the email price that was sent to me at 6:01 am this morning
 
"[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 spoken to [redacted] on several occasions and they are not showing any "pending refunds" from Gilt Groupe. This refund that this company is stating has processed would show up on my [redacted] account as well and there is nothing from them. When I ask for help in tracking the refund, they excuse it and say to check with [redacted]. I have checked with [redacted], and each time they say there is no refund or pending refund from Gilt Groupe. ]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted], 
I am sorry that you have experienced this as this should not have happened, in order to get these issues resolved, you will need to contact our order management team there 
background-color: rgb(255, 255, 255);">phone lines are open 8am - 3pm ET Mon - Fri EST. If You can call in between these hours and they will be able to assist you further here.
 
Kindest regards, 
Denis
Gilt Customer Service Supervisor

Hi there, I note that this complaint has been responded to previously and I hope that the member has found the resolution satisfactory.If they have any further queries or comments, they can feel free to contact us.Kind regards,[redacted]Gilt Customer Service.

Hello
We are very sorry to hear the member is unhappy with their purchase.
After reviewing the photographs sent in by the member (attached) and also the images from the sale (attached) we are unable to offer a return for this item.
The images do show the...

pendant necklace matches what was advertised in the sale.
Best Wishes
[redacted]

Hello [redacted]Thank you for contacting us. We can confirm the EXTRA30 discount had to be used at checkout to be valid, as stated in the terms and conditions of the offer.  Additionally the cap of the discount was stated as $75.00.Included below are the terms of the...

offer stated on the email that we sent you:Receive 30% off your purchase (the “Discount”) (Maximum Discount of $75) when you use Promo Code EXTRA30 at checkout, valid on Gilt.com (Women’s, Men’s, Kid’s, Home), excluding taxes, shipping and delivery charges. Not valid on [redacted]. Discount will valid from August *, 2015 at 12:00pm EST through August *, 2015 at 11:59pm EST. Discount is non-transferable, and may only be used by the intended recipient with the eligible email address. Discount must be used in a single transaction, cannot be combined with other offers, and may not be used toward the purchase of Gift Cards. Discount will not be granted, may be revoked, and may not be redeemed for a future purchase if initial transaction is cancelled or item(s) are returned. Discount will not be revoked if the item is exchanged for the same item in a different size. Discount may be suspended or terminated at any time and may be subject to product restrictions or exclusions. Limit one (1) Discount per customer. Discount is valid on Gilt iPhone App, iPad App, Android App and Mobile Web. iPhone App and iPad App must be up to date as of January **, 2012 and Android App must be up to date as of February **, 2012 for Discount to be applied to order.We can see that since you sent this query we have issued an exception to your account to refund your credit card the $75.00 cap to your order, which was done today 8/**/15.Sincerely,Gilt Customer Service

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:

While I appreciate you making an effort to make this right, after finally getting the shipment, I had to refuse it. The bed itself has a very noticeable scratch on one of the side rails. This is an expensive bed and I didn't expect it to have a major defect like that. Gilt has wasted well over a month of my time, caused me to miss two days of work, lied to me repeatedly, and caused me severe aggravation both dealing with your customer service agents and XPO, the shipping company. This is not how you treat long time customers, and I will never again do business with Gilt or any of your affiliates. I will also be telling anyone I know to stay as far away from your business as possible.
 
 
 
 
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:

 The business in not at all acknowledging the false advertising and hiding behind fine print of "final sale," which is fine if the original purchase was legitimate.  I am requesting a refund because the original sale was done through deceptive marketing and a fraudulent product listing.  To say a sale is a "final sale" is only relevant if the sale was done using fair business practices.  This was not fair and the business knows this, as their customer service reps admitted the product was misleading in its title. That the company won't give me a refund when no material has exchanged hands is even more evidence of how this business operates in a predatory manner.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi there
 
Thank you for reaching out to us about the voucher you purchased which you were unable to use.
I have gone ahead and issued your Gilt account the amount of $40 account credit which will expire in 1 year.  This account credit will automatically go towards the...

next order you place on Gilt at checkout.We apologise for any inconvenience caused.  Should you need further assistance please do not hesitate to reach back out to us.
 
Best Regards
Denise
Gilt Customer Service Supervisor

Hello [redacted],The [redacted] tracking was advised as the order was originally shipping under this tracking number. This was then invalidated and shipped under the courier service [redacted]. I can see that a credit card dispute has been initiated as of 1/*/15 for this order. Regrettably we will no longer be able to assist you with this matter as all communication must be directed through your credit card company and our order management department.  We apologize for any inconvenience this may cause. Warm regards, [redacted] Gilt Customer Service

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:

Rather or not they are a flash sale operation, the failure by Gilt is not my problem nor that of any other consumer. I followed the rules set forth by Gilt's business model. Failure to deliver the products purchased is not, by any means, the fault of my own doing. The responsibility to deliver goods purchased through the Gilt website or app lies upon themselves. Their negligence has shipped my order to an unknown person, leaving me without the items I purchased and no means to reacquire my selected and paid purchase. An apology does not manifest the order in my possession. I do not accept their partial resolution. 
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.  They said they would contact me about sending it back - and I'm now awaiting this contact. 
Sincerely,
[redacted]

After taking a look into this email address, we can see that the email address that the Member has provided, does not match any account's in our system. Additionally, it is not within our practices to share our Member's email addresses or contact information with third parties.
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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:

[Your Answer Here]
 Hello, the item with Order# [redacted] has been returned about 2 weeks ago and I received an email from Gilt that the return item has been received by Gilt. I still didn't get refund from Gilt but since it takes up to 2 weeks, I am waiting.
Anyway, what I want to make it clear is, it was never a "confusion" but an undeniable mistake made by Gilt.
If you see the attached files, the order number in the "order confirmation email" and "order cancellation email" and "your order has been shipped email" is all Order# [redacted]. Those 3 emails are all about the Order# [redacted].
If two orders were made at checkout, there must be two different order confirmation numbers because each order has its own unique order number.
The response I received from Gilt via email never made sense. According to the Gilt customer assistant, in Gilt system, it would show as the same order number but with Borderfree, it would be showing as 2 separate numbers (You can find the email from the attached file)
Then why didn't Borderfree send me the different order number if Borderfree sees two separate order numbers? Why didn't they send me the cancelled order's order number?
Because there was only one order and it was cancelled due to the incorrect payment I provided as the email says but Gilt accidently just shipped it out and charged me. Gilt customer assistant also said I "doubleclicked" at checkout and that is why two orders were made. But I order the sweater with my mobile phone. I did not doubleclicked anything, I just tabbed once to click the submit order button then it went through with the thank you message. And then I received the order confirmation email for Order# [redacted]. Gilt's "Two Orders Theory" never makes sense.
Also Gilt customer assistant kept telling me that one of the two holding authorization in my bank statement will be removed, but there has been only one holding authorization from the Gilt order and it has been charged. I checked with my bank and it was crystal clear that there was never two holdings for this order.
My order has been returned because Gilt sent me the return label and it took 8 days since I sent an email to the Gilt customer to fix their mistake. 
Also one more question, the order cancellation email says that my order was cancelled due to the incorrect payment information I provided at checkout. And I did not update the information. How did the incorrect payment information go through for the order and charged me? That is why I thought it was fraud at the first when I found out that I was charged for the Order# [redacted].
I have been writing same thing over and over because Gilt is not clearly answering to my questions. It has been very stressful and depressing me. I feel so helpless and despised. How could you say that it was all on me by stating the word "confusion"? I was not confused with anything, everything was so clear that my order got cancelled due to the incorrect payment information I provided and there will be no charge with the Order# [redacted]. However, because Gilt got confused, they shipped out the cancelled order to me. 
I do want the truth.
Thank you,
[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:

[Your Answer Here]
Per Gucci, the maker of the bag that Gilt is reselling, the product dimensions you provided are incorrect. I need a refund back immediately as I do not want to be a customer of Gilt moving forward. Again, I was promised a bag that  was 15 inches in length and instead I received one that was 12.5. The handle size was also falsely advertised and uncomfortable on ones shoulder. The maker of the bag stands by its products dimensions and Gilt falsely advertised different dimensions of the same bag. You offered me no options other than a return label and a promise the item would be refunded, which it was not. Gilt has since then resold the bag I returned for a higher price. I was not offered a call to discuss Gilts actions and what my options would be. Gilt has no official return policy on final sale return items (and in this case items that are falsely advertised). This is not asking much of a company whose annual returns are in the millions and a company who already sold the product I returned (gilt suffered no loss and instead profited by selling it for higher than the price I paid after I used a gilt permission code. Only I suffered when I received a bag w incorrect dimensions and the forced loss of $1023 with no bag after I was guaranteed a return)
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi There, We are sorry to hear that there has been issues with your recent order with us.Please note that the hardware varies depending on the season/production facility but does not necessarily deem the product inauthentic. Again, as with all products sold on Gilt, Gilt stands...

behind the authenticity and quality of this product. However, as you are unhappy with this order, we will accept a return for this bag for a full refund to your original form of payment once we receive the bag back to our warehouse.We have sent an email with return instructions on how to return this Item and you should be receiving this shortly. Kindest regards, [redacted]