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]

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

As mentioned in our previous response to this issue:
This bag was stated on the sale page as being a vintage item and as such carried this note: 'Please note that this is a previously owned item; imperfections are a unique aspect of vintage product.
Our quality control team has inspected this item and verified that it is in the condition described.'The condition described specifically stated:Acceptable- Wear to bottom, wrinkling at lower center, corners show signs of wear.
The sale page can be accessed by following the link below for confirmation on this:[redacted]
The issues that the member has stated were clearly outlined, described and pictured before the order was placed. However, after spending almost an hour on the phone with various representatives and [redacted] on this matter, the member did not mention the mud stains until the matter was enforced that we would require photographs in order to evaluate the complaint. Had this been mentioned at the start of the call the member may have received a different response but as it was only mentioned after several requests for photographs, and as the bag passed rigorous quality control evaluations before shipment, we are not in a position to authorise a return. 
By way of gesture, and as previously offered, we will gladly apply a partial refund of $50 to the members card. Should the member wish to have the bag cleaned, this will cover her expense.

Hello, We apologize that you feel that we did not adequately resolve your issue. As outlined by my colleagues, we will not be issuing a partial refund for this order. To accommodate you on this occasion we can issue the refund manually once we see movement on the return tracking. We do not typically issue refunds at this stage as item need to be checked into our inventory first of all but we can allow an exception under the circumstances. If you like, you can wait until this stage before submitting the order for the item in your cart.To reiterate, regrettably we will not be issuing a partial refund for the items and we cannot send out a replacement set. We are more than happy to accept a return for a full refund, no return and restocking fee, back to your original form of payment but unfortunately your request for a partial refund is not possible. *Please let us know how you would like to proceed.With regards,[redacted]Gilt Customer Service

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

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]

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]

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]

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 [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],
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 There,Regretfully our original decision remains the same. Our Quality Control Department have verified that the item is correct. As the item was not incorrect we refunded as an exception for a final sale item to your gilt account credit which can be used for future purchases on gilt.com. I am sorry that you feel misled but we did have the correct measurements on the product and the item that was sent to you was correct. Kindest Regards, DenisGilt Customer Service Supervisor

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

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]

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

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 [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]

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