Gilt Groupe, Inc.

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 there,That's the reasonable answer I would like to hear.Please refund $125 to me, I will keep the stroller.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:

 I paid for 4-7 day shipping.  The items were delivered after 7 days.  Therefore the items were not delivered in time.  This is not a difficult concept to understand 
 
 
 
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]
 Hi [redacted],Thank you for at least attempting a thorough response, though I do find problems with it."As you have previously been advised, we cannot send out a replacement set. The reason for this is that once an order has been dispatched from the warehouse, the order is then considered "fulfilled" and another item cannot be sent under that order number. While I do understand that it is not in your best interest to essentially be double charged for an issue that was not your fault, however, I can assure you that once we see movement on the return, I will manually pre-process the refund back for you.I can also assure you that we did not mean to have this item as falsely advertised, as this was the condition that we have received the package in, which was sent out without being interfered with. I have also gone over the returns for this item, and can see that there is no previous issues with receiving the full set, as this is a once off issue. "Since you can apparently offer manual work-arounds for other system issues, i.e. processing a refund, I'm not actually convinced it is impossible to to override your systems "fulfilled" status in case of an issue. It is certainly not in my best interest to pay twice for an issue that is, at heart, Gilt's fault. If you can in fact manually process refunds, please refund the 2/3 of my money that you are holding without cause, as previously requested many times. At that show of good faith on your side (though calling it good faith MAY be overstating given how ridiculous this entire arduous process has been), I will happily return the 1/3 that you sent me. I believe I've stated several times that I will give Gilt no more money, so paying for another order at the "promise" of a refund is not a palatable option. I was very flexible regarding an outright exchange, as just about any company would execute in these circumstances, but Gilt has failed to be similarly flexible in any way that counts.You received the package and don't review your merchandise? As a vendor, how could you recoup losses on shipments and avoid sending out damaged goods if you conduct no inventory review? Also, the single item was in a clear plastic sleeve, so anyone with working eyes and/or hands would be able to easily determine it was not a 3 piece set. Forgive me for not taking you at your word, but it hasn't proven true before so I'm not sure how I can reasonably expect it would do so now.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Hi [redacted],
We are sorry to hear you are disappointed with your purchase of the Vintage Louis Vuitton Blue Epi Speedy 25 Handbag bag. We understand you have contacted us about this and sent in pictures to illustrate what you received and how it different to what we had on our sale...

page. We did list the bag as a pre-owned piece that had signs of wear on it and that it would have imperfections due to being a previously owned item. I have reviewed the pictures you sent in again and cannot see the mud you mentioned but I can see the spots you mentioned. I can also see the spots on the bag on our sale page.
Due to this product being a unique vintage piece and because all this information was listed on the sale page of this final sale and non-refundable bag, we are not able to facilitate a return on it.
Regards,
[redacted]

Hello [redacted],
 
I hope you are keeping well.
 
I am so sorry for any inconvenience caused here. I have looked into this matter for you and unfortunately due to t he length of time since purchase, we would be unable to accept a return on any of these orders. I...

can see that in regards to orders [redacted] and [redacted], you were able to create return labels for these orders but they were not returned to us which is why they expired in January. 
I am sorry for any inconvenience caused here.
 
Best Regards,
Cian

Hi there,In relation to your Gilt Order for the Prada Large Saffiano Leather Turn-lock Twin Tote  we would like to advise you that a full refund has been applied in account credits to your Gilt account on the 04/**/15.Our Order Management Department has advised us that right now there is an unresolved credit card dispute linked to this purchase, and until that has been resolved we are unable to refund you back to your original form of payment.The dispute has been responded to from our Order Management Team, please do contact your bank in relation to any updates to this dispute.Once this has been resolved our Order Management Department can be contacted, and the account credits can be converted to a credit card refund.Warm Regards,[redacted]

Better...

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

[Your Answer Here]
I am still waiting for the [redacted]) to contact me. Note, this is the same [redacted] I contacted early March but never head back since then. I prefer the case remains open until it is fully resolved for following reasons.
1) I do appreciate Gilt City's response in reaction to Revdex.com complaint but I would be much happy if the "vendor relations team" is taking action 3 months back when I first time contacted them and has been consistently doing so for 3 months.
2) I learned how the code redemption worked just recently. In short, the [redacted]) will not be able to redeem the voucher since they do not have the last 4 digits that I have. For this case, "[redacted]" will be provided by me in order to match to the voucher code "[redacted]". It seems there is process flow within both [redacted] but particularly Gilt City.
3) I don't believe by relating me to the [redacted]) is the right action as I purchased the voucher through Gilt City. I don't understand why I should be the middle person rather than Gilt City, for example have [redacted] issuing me gift certificate or Gilt City refunds my purchase amount. In another words, I am still not convinced the issue is fully resolved, after so many months of back and forth discussions.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],
I’m so sorry to hear that you’re dissatisfied with the quality of your...

purchase!
I have followed up with you in a separate email with Fedex label to return your order back to us for a full credit card refund. 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.
We completely stand-by the guarantee that every item is the authentic label it promises to be.
Kindest regards, 
Denis
Gilt Customer Service Supervisor

Hi [redacted]
We are very sorry to hear you were unable to use the promotional credit =before it expired.
After reviewing this we have applied the $50 credit to your Gilt account and this is valid for 3 months from today.
Please let us know if there is...

anything else we can help you with in the future.
Kind Regards
[redacted]

Hello [redacted],Thank you for reaching out.We sincerely apologize for any miscommunication. Your account was deactivated by our Order Management department as the individual who referred you to Gilt has multiple accounts open.  They could see many similarities between yours and other...

accounts including the IP addresses which have been used. Our Order Management department would be more than happy to discuss the reasons why your account was deactivated. If you would like to call us on [redacted] one of our agents will be able to transfer you to this department. Again, we sincerely apologize for any upset this has caused. Warm regards,[redacted]Gilt Customer Service

Hi there, Thanks for getting in touch. The member was part of a small group of customers for whom the returns process is being tested. In the email communication to the member, it stated that all items eligible for return under this new scheme would be shown on the members...

account on Gilt. In this instance, the member was looking to return purchases from March and December which fall outside of the normal 21 day return period, an aspect of the policy that has not changed. (The policy is being tested on items that can be returned as opposed to the return period)I apologise for the experience that the member had with our customer care team and will have the contacts in question reviewed as part of our ongoing quality improvement processes, we really don't want any members leaving us saying that the level of service was anything but excellent. In this instance, the returns cannot be granted for the reasons stated above. I am so sorry that I cannot provide a more favorable response. Warm regardsPaddyGilt 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:

[Your Answer Here]
 
Gilt totally ignores my consumer right. Even though it admitted its deceiving action of hiding key information, lack of authenticity certificate, to customers, it hasn't offered any solution to correct its wrong-doing. Gilt is so terrible that it destroys my confidence to shop online for luxury products on American websites. This low service and deceiving attitude disgrace its own reputation. I will spread the words of Gilt's terrible service and deceiving attitude on all online-shopping forums to warn others, and won't recommend shopping on similar kind of American online shops. I am very disappointed and shocked by how Gilt ignores its customers' right to know the details of its products, especially the second hand ones. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi there, Thanks for getting in touch. We have reviewed this and unfortunately our original decision remains the same. Gilt's Quality Control team has once again assessed the bag and has deemed that it is correct as per the dimensions advertised at the time of purchase. I...

am sorry that I cannot provide a more favorable response on this occasion. Warm regardsPaddyGilt Customer Support

Hi [redacted],
Im so sorry this has been such a long process for you. When we spoke to XPO last on 11/** we were advised a sweep would be done for this order and that this would be done on 12/* at which time they would contact you to arrange delivery. I can see this did not happen until...

today 12/**. I have been in touch with [redacted] at XPO today who has advised me a delivery agent will reach out to you by the end of the day to schedule delivery.I have also gone ahead and refunded the shipping charge on this order as per the order notes.
Im so sorry for any inconvenience caused.
Regards,
Gilt Customer service

Hi [redacted],I am reaching out to you in regards to Order #[redacted]. As per your wishes I have attached a screen shot of the proof of delivery for this order. You can also track this at [redacted] with the following tracking number #[redacted].The...

package is showing to be signed by ' [redacted]' and we have received confirmation from your building that this is the building's doorman. Going ahead if you have any further inquires can you please reach out to your building and we have had confirmation it was delivered to this address. The address is as follows and was selected by yourself at the checkout[redacted] 
[redacted] 
[redacted]In relation to the Chat transcript that you kindly emailed into us at Gilt, I have extensively looked into this and I have spoken to the specialist who dealt with this. She has advised that there was an error on our part and you were advised that this order #[redacted] was cancelled. The specialist made an error and meant to advise that Order [redacted] had been cancelled this was also for the Hermès Rouge Casaque Taurillon Clemence Birkin 35cm that was placed earlier that day and was cancelled due to being in review status.I hope this clears things up for you and our sincere apologies for any confusion that has been caused,Warm Regards, [redacted] 
[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 do apologize for these issues arising with your recent order. 
Regretfully I am unable to discuss this order with you due to security reasons we are unable to disclose any information with you. The account holder will have to make contact with us here is...

customer support to authorize you on the account once this is done we will be gladly assist you further with this inquiry.
Kindest regards, 
Denis
Gilt Customer Service Supervisor

Hello
 
In regards complaint ID# [redacted].
Verdana, sans-serif;">We have looked into this matter and understand completely the member is unhappy the shoes did not come with heel taps.
As a result our customer support management team are right now looking into this matter with our warehouse to query if heels tap may have been left out of the box.
Unfortunately we cannot guarantee heel taps will be made available for this particular pair of shoes, the item description did not include heel taps.
The item description was as per below:
Description: High heel platform sandal 
* Leather upper 
* Knot detail 
* Buckle closure on ankle strap 
* Leather insole and sole 
* This product was sourced for Gilt by a trusted independent supplier.

**Measurements:** Heel height 4", platform sole 1"
As this stage we are currently waiting for our warehouse team to confirm if heel taps should have been included with this purchase, as soon as we have been updated we will contact the member directly.
The shoes were listed as non returnable on the product page and at the time of checkout, the shoes description did not include heel taps, as a result we cannot offer a return for these shoes.
Should our warehouse team advise the heel taps were to be included we will have them shipped out to the member.
Kind Regards
[redacted]
Gilt Member Support

Hi [redacted],
I'm so sorry you have yet to receive your refund. Owing to the delay I have gone ahead and refunded you in full to your [redacted] card. This will show in the next 3 - 5 business days.
The delay here was caused by the courier and it's something we are looking into. My sincerest apologies for any inconvenience caused.
If there is anything else you need, please feel free to get in touch and we will be happy to help. 
Best,
Garret
Gilt Service

Better [redacted] Bureau:
I have reviewed the response made by the [redacted] in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Just a note, I do appreciate GiltCity made an effort as [redacted] never got back to me, through the phone or email.
Sincerely,
[redacted]