Gilt Groupe, Inc.

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]
 I will wait for your credit with my CC company thank you very much for the refund.
 
 
 
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. We're sorry to hear of the issues you have had with your order #[redacted]. Regrettably we do not have the Stitch & Loop Stone Wash Percale Sheet Set in our inventory at the moment so a replacement is not available. While we...

do have an exchange process in place, unfortunately we are unable to offer exchanges on items that are different to the original order. I can see that you spoke with my colleague [redacted], a [redacted] in [redacted] on the [redacted] December. I can see that [redacted] processed a refund for the sheets and advised you there is no need to return the incorrect item to us. This refund should reflect in 3 to 5 business days on your statement. I can see that as a courtesy gesture a discount and a credit was issued to the account for use on a future order. If you choose to reorder the alternative sheets the discount will apply automatically at the checkout. We sincerely apologize for any inconvenience and disappointment this has caused.Should you ever need assistance for any future queries you can also contact us on Live Chat here -  [redacted].  Warm regards,[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 regret to hear that there was some confusion with your order. If an order goes into review due to a discrepancy with the payment, we do send an email to the member to advise that there was an issue with their payment and to contact us, we do not state that the order will...

be not be charged, as we would continue to attempt to authorize the payment.A pre-authorization hold can be placed on your account if the payment is authorized from your financial institution but we do not charge until an order has shipped. As your order has shipped, you would see the charge for that order on that date of shipment.
As we never received any communication to advise that you wanted to cancel the order, we did not cancel the order.
I’m sorry for any confusion regarding this. Let us know if we can clarify any further, you can reach us at [redacted].
Thank you,[redacted],Customer Service Supervisor

Hi [redacted], We are very sorry to hear you are unhappy with the condition of the rug however we would like to reassure you this is not an uncommon occurrence with new rugs.Typically any handmade or machine made rug is going to look different. Each rug is cut different and not exactly a 4x6, 3x5 or 5x10 etc.  Each rug that is cut from a bigger roll will have differences in color, texture, and sometimes even design.  Even the most advanced loom is unable to make the exact same design every time.  And especially for hand made dyed rugs, the dye will always vary from roll to roll.  This is why rug companies are so reluctant to send out replacements unless a member was sent an entirely different design or size.Shedding is a normal process which does not damage the rug nor indicate any defective condition. Shedding is the fluffing or fuzzing of short, loose fibers which remain in a new carpet after manufacture. New carpet and rugs tend to shed loose fibers for several months. If during this time the carpet is not vacuumed thoroughly and regularly, the fluffing may continue for as long as a year, sometimes longer. The fibers coming out are those, which are not anchored into the back of the carpet; are short fibers, which have fallen into the pile during the shearing operation. Even though the volume of fiber lost may appear to be great, the actual amount is small when the total amount of fiber is considered. This loss will not appreciably change the wear life. I hope this information help, we are unable to offer any refund, full or partial in this instance. Kind Regards[redacted]
[redacted]
[redacted]

Hello [redacted]. Thanks for getting in touch. I apologize if you could not redem the vouchers based on availability. If the vouchers state redemption is subject to availability this would be within the vendors discretion. It would not be a scam. If they are for restaurants, inevitably some night may be booked in full in comparison to others. This unfortunately cannot be over looked within our system as they are within their rights to do so. Please send me further clarification of the voucher details I would be happy to check this for you.Best,[redacted].

Hi there,
After taking a look into the email correspondence, the pictures sent, and the image we had on the sale page, we do fully believe that the bag that was received was indeed the same colour.
Both images have been taken under very different lighting; the image we have...

provided being taken under a white flash photography, set against a white background, whereas the bag in the image provided was taken in a much darker setting. As such, we unfortunately, will not be accepting a return on this item.
Kind regards,
[redacted]

Hi,Thank you for your response.Per your request, I have reached out to the salon. Regretfully they do not have an elevator at this time. We have asked our Gilt City team to ensure that this information is updated on the sale page in the event that we do work with this vendor in future.As a gesture for the inconvenience, I have gone ahead and issued a refund for your voucher. Please allow 3-5 days to see this reflected to your [redacted] ending with [redacted]. I have also reinstated the 25% off discount (max $25), which is valid for one month. I hope this helps, and once again I apologize for any disappointment caused.Kind 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]First, I would like to thank Revdex.com for your quick response and helping to solve the problem. After viewing Gilt's response, I don't think they addressed my issue because,
1) Every Balenciaga bag has 4 tags coming with it when it is out of the factory. I think this can be verified by Balenciaga. However, the bag I received doesn't have all tags. The two most important ones as I stated in my complaint are missing. Although Gilt says these tags are not listed in their description, lacking of some of the tags means the product is not complete. Furthermore, two other tags (one is about how to care the bag and the other is with control number on it) are coming with the bag. If following their argument that they haven't listed any tags in the description,  I would not see the other two tags as well.2) I don't know the reason of missing tags. But I can say without these tags we can not guarantee the bag is AUTHENTIC and BRAND NEW. They SHOULD list this fact in their description to let the consumer know before they made the purchase. Then the consumer has the choice of buying from them or not. However, they utilize the description to reply to me that they don't need to provide the tags if the tag information is not listed in it. Is that a reasonable argument? Thus, I think they fail to describe their product clearly in the advertisement and omit important information to mislead the consumer. 3) The value of the bag without the tag is highly affected. If in the future I want to sell it in the second-hand store, I have great trouble to explain to the others why the tags are missing. They will question me as well. Although Gilt has a discount on the product, if I knew they don't have these tags, I would not choose to buy from them.4) I am against their final sale policy not because their price is not low enough, but because they fail to present the fact about the product but use this policy to reject any request regarding the problem of their product. That's why I don't think they addressed my issue. I insist my previous request for return. Again, thank you so much for your help on this issue.Sincerely,[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]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello Revdex.com,We have reviewed this complaint & would be happy to update you on what we're currently doing to resolve this with the customer. There's currently an escalation ongoing between the vendor & us to secure a certificate of authenticity. This was originally raised...

on Saturday 10/*, the customer was advised to wait 3-5 business days for us to work on this. Should we be unable to provide the information then of course we will accept a return but until this is verified we cannot do this. We stand by our vendors & suppliers 100% & will be following up consistently on this as all authenticity complaints are taken very seriously.   At the moment the case is ongoing & we have active correspondence with the customer detailing the standard expected time frame for resolution. Please do feel free to request updates should you see fit. Thank you.

Hello Tremecca,I hope you are keeping well.I am so sorry for the inconvenience caused here. I have gone ahead and created you a return for your shoes so that you can return them for a full credit card refund. Your return label is available for you in your returns and exchanges...

section of your account. Once we receive these back in our warehouse, you will be notified via email in regards to your refund.Sorry for any inconvenience caused here.Best Regards,Cian

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]

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 vendor knows that I have NOT been receiving their emails and has acknowledged this problem in correspondence (see paste below). Despite acknowledging this problem, vendor continues to refuse refund. Given that vendor knows for a FACT that I have not been receiving their reminder emails, they should act reasonably and fairly to refund my orders ($140 in total). Sending expiration reminder emails is a widespread practice in the coupon industry, and something that even this vendor does for all of their other customers. As a customer, I can reasonably expect and rely on these emails to alert me to impending expirations. 
Correspondence from vendor: "The email address on file for you is [redacted]. On looking further we do see that the system is having difficulty sending you emails to this address. We have refreshed all the settings now but it can take 3-5 business days to take effect so if you are still not receiving emails from us in relation to things like or confirmations of voucher reminders please let us know." ]
As you can see, the vendor's own server was having issues sending me these reminder emails and they needed to refresh their system.  Why should I as the customer have to pay for technical glitches in the vendor's system?
Thank you.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello [redacted],We are sorry with your dissatisfaction regarding the lamp we are unable to accept a return for that was purchased in December 2014.As per our return policy, the brand new lamp was final sale and non-returnable, which was stated on the sale page before the...

purchase was made. In addition our return policy states, "Eligible item(s) must be returned or exchanged within 21 days of the item shipped date or as otherwise stated on the item return policy. Returned items must be unused, unworn, unwashed and undamaged. Please return items in their original packaging, including: hangers, plastic wrap, hang tags on garments, shoeboxes, dust bags and gift boxes."Sincerely,Gilt 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]
Regardless of whether the description included heel taps is moot, I do not care about getting heel taps, I feel that Gilt Group was irresponsible in the way that my inquiry was handled. Furthermore, I do not trust the authenticity of this product anymore. I want my money back. Your customer service agent was rude and did not inform me about any steps that were taken even when I had specifically asked them to do so. Yes, my email was on file and I even doubled check it for them. Your query also does not include why a dust bag was included when it wasn't listed. I feel that I'm being taken advantage of. The merchant is twisting their product description to suit their own needs only when it is convenient. 
 
  
 
 
 
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'm in China, you know the international express fee is expensive, maybe more than the price of shoe. I only want them to compensate my loss because the shoe can't be wear. If Gilt pay the express fee and compensate the time and effort I spend for their mistake, I would like to send the shoe back.
 
 
 
 
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:

 Damaged item. 
I finally received the item but it's damaged. I have sent the picture to [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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Hi there, Thanks for coming back to us. As previously advised, there is a dispute linked to this order and based on this, it cannot be progressed further with Customer Service. The member should maintain contact with the bank in question. Disputes of this nature can take up to 45 days to be resolved. Warm regardsPaddyGilt Customer Support