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]

As per the members response the website did not state that these particular shoes did not come with heel taps, if the item had included heel taps we would have included this in the item description.
As there were no heel taps included in the description we will not offer a return and refund as the shoes were shipped to the member as described on the site.
Best Wishes
[redacted]
Gilt Member Support

Hi there,
Unfortunately, as per my colleague [redacted]'s reply, all of our items would have the return policy stated on the sale page and at the time of checkout. Once the Member had placed the order, she was agreeing that she was purchasing the items under the condition that they were final sale. 
For convenience, I have attached the receipt of the order in question, #[redacted], showing that these were listed as final sale and non-returnable, and the member may access this by visiting [redacted] and selecting "View Details". I have also attached two more screenshots, one showing where the return policy can be found on the sale page, and one at the checkout process, showing where this would have been apparent. 
As such, we would not be able to accept a return for either a store credit or a credit card refund for these items, as the Member was advised that these were final sale numerous times prior to placing the order, and would have been able to see such in the account. 
Kindest regards,
[redacted]

As requested, a screenshot of original order dated May ** to Gilt Groupe with verification of payment has been provided. Also provided, is a screenshot showing that no refund from Gilt Groupe has been received via [redacted], on or around June * or anytime after June *. Gilt Groupe is stating that the refund was processed through [redacted] on June *, and [redacted] is stating they have not received a refund for this transaction, nor is there a pending transaction for a refund. On June ** I contacted Gilt Groupe to verify the [redacted] email address used for the refund they are stating has been completed. Dennis with Gilt was able to verify the correct address.There has not been any form of resolution from Gilt Groupe as how to accommodate me, the paying customer. They simply state, the refund was processed. That is it. It's [redacted]'s fault that this refund hasn't shown up in my account. I have not been met with such resistance from a company that survives on returning customers.

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:

It is not true.  None of the emailed invoices state that this is non refundable items.  And it did not state so on the order form.
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]
 What Gilt responded me is not true because the email I received cleary states that I will not be charged with this order. Also I am hearing two different responses from the Gilt.
Let me show the email I received which states that the order could not be accepted due to incorrect payment information and I won't be charged with the order.
[redacted]You will not be charged for any items in this order. If you have any questions, please call ###-###-#### or email  [redacted] Your Billing & Shipping InformationBilling Address: Shipping Address: Payment Method:[redacted]Your Order Summary[redacted] 
[redacted] 
[redacted] 
[redacted].
 
 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted], I have tried to reach you via email this weekbut I have been unable to. I would like to view the cert that you were provided by this third party if possible. Based on the pictures submitted we were unable to assess the concerns you listed originally which is why the return was...

declined. We Absolutely stand by the authenticity of the products that we sell. While some of the products we sell are not sourced directly from the brand itself we only use reputable parties to source our inventory.In this case, considering the strong negative sentiment you have and the experience, I will send you a [redacted] Label to return the bag to us so please keep an on your email for that.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:
I just found out that my sister had the same issue with this purchase but she was able to get a refund. I do not understand the inconsistently. She was able to easily get her money back after an online chat with [redacted].  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Member has been contacted via email on 03/**, and have not heard a
response. Member has been provided specific contact information in
regards to the voucher redemption, as well as being issued a Service gesture for the inconvenience.
Thanks,
[redacted]

Hi There, We are sorry to hear that there has been issues with your recent order with us.Looking at the detail, I can see that since your order has been placed, it had been given an estimated delivery date up until 4/** and regretfully there has been some unforeseen delays...

getting the item shipped out to you. We have been working diligently with the vendor to get this item shipped out and delivered to you as soon as possible. Unfortunately at this time we do not have a confirmation as to when your sofa will arrive but it is something that we are working on every day and we will make sure we keep you updated on that.As the item is coming to you after our estimation we will of course look at suitable compensation for you for the delay and your experience and we will certainly circle back to it and discuss with you once you have received the item.Kindest regards, [redacted]

Hi [redacted],
 
We escalated this issue to our Vendor Management team to attempt to resolve the issue with the invalid code. Our team were attempting to work this out with the vendor directly to ensure proper use of the voucher.
 
As you have not received an update...

and it has been just over 5 days since this investigation was opened, we have gone ahead and refunded the voucher back to your [redacted] account. I am very sorry for any inconvenience caused by this issue! 
Best,
Jamie
Customer Service Supervisor

Better Business...

Bureau:
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 can see from the notations on your order for this item that this matter has now been resolved and a return label has been generated for you to return this item.
 
Kindest regards, 
Denis
Gilt Customer Service Supervisor

Hell [redacted],
 
I hope you are keeping well.
 
I am sorry to hear of your dissatisfaction in this matter. Unfortunately as previously advised, we would be unable to accept a return here in this matter.
 
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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I am sick of the ignorance and stubbornness of gilt.com customer representatives. I attached the pictures I took under natural light (1st picture), the picture from mulberry.com (2nd picture) and the one from gilt.com (3rd picture). It's for those who read this message thread to judge if gilt.com has truthfully advertised the color of the bag. Under the white flash light, gilt.com shows the bag in a much lighter shade. Before seeing the picture on mulberry web site and in person, I was misled into believing it's a light mocha/taupe color. The bag costs over $1000. I simply don't like it. Being a loyal customer for over 4 years, this is not the kind of service I expect. After almost a dozen of tiresome exchanges with gilt.com (including the 2 correspondences via [redacted]), I decided that I will no longer shop on gilt.com. Watch out for gilt.com traps. They have marked a lot of items as final sale. You may end up wasting your money on items that you don't like.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted], 
As mentioned previously your orders are well within the estimated dates that were projected to you at the time of purchase. Your orders were delivered within the Estimated Delivery Dates.
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 am not interested in a credit.  I purchased the voucher specifially for the store.  I am out $150 and I have no interest in purchasing a voucher for diet plans, hotels, restaurants I don't want to go to, clothes I'm not interested in wearing, etc.).  I want my money back.  I have spent HOURS dealing with this - I have been placed on hold, disconnected, lied to by the company (about someone from corporate calling me back in 24 hours - that was a week ago and no one called).  I never want to do business with them again.  I want a refund.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To whom this may concern,
In reference to this request for review I can advise the following;
This order was placed with us on September [redacted], 2014 and delivered to the address requested by September [redacted], 2014. On October [redacted], 2014 we received an e-mail from the customer who purchased, requesting a return and refund due to their concerns over this bag's authenticity. This message was given the appropriate review and the decision was made that we were unable to facilitate a return.
Between the dates of October [redacted] to October [redacted] we reviewed this with three individual Customer Service Agents all who assured our customer of it's authenticity. We also provided customer with a certificate of authenticity to address any lingering concerns. 
On October [redacted] as we received further challenges over the validity of the information we provided with this item, an escalated case was created and reviewed by the Vintage Goods Team. This team is responsible for the catering of sales with items of this high value and Vintage nature. Our team did review the images kindly provided to us by the customer, the feedback regarding authenticity was the same.
Gilt fully stands behind the quality and integrity of this purchase, and promise that it is as authentic as we stated it to be. It is something to note that this is a ''Vintage'', therefore pre-owned item and it is worth noting that on our sales page we did advertise to perspective buyers that due to this nature;
-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.
-This product was sourced for Gilt by a trusted independent supplier.
In lieu of the aforementioned details, we would not be in a position to accept a return as Gilt did deliver a genuine product stated as final sale and non-refundable.
With 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. Please note that this matter was not resolved until I notified Gilt Groupe's executive leadership. However, executive leadership was prompt, professional, and willing to address my concerns. Thank you to everyone at Revdex.com, especially [redacted]. 
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
Gilt Groupe acknowledge the truth of my complaint and offered $100.00 to settle without returning the shoes in an e-mail message on March **, 2016. I can provide this document upon request. I Leo have the photographs I provided Gilt Groupe proving that the shoes were used and not new.
I even offered to settle for $250.00 and then $150.00. Gilt Groupe refused to work with me. Eventually, no one responded to my requests for assistance.
I respectfully decline to return the shoes, as Gilt Groupe has already offered to refund money without a return. I expect a full refund in the amount of $501.40 to settle this matter today.  Thank you.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]