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:

Because I think the answer is not to respect the facts and not solve any problems.Firstly,In the letter says "once a delay had arisen, we had informed you right away, and as an apology waved the shipping for the order, to which you had agreed",it's not ture.In the first month,I try to contact your customer service so many times but they always told me it will be delivered on time even it looks impossible in the end of March.No one contact me to tell me the delay actively until *,April.The waving of the shipping is not because the delay of delivered as your customer serivice is telling me "it is for the delay of shipping but it will be delivered on time"!Secondly,when your customer service contact me,I agree the change of the color and do not cancel the order only because she told me "if you agree the replacement of another color,it is in stock and will be shipping on time"!NO ONE TOLD ME I NEED TO WAIT ANOTHER MONTH EVEN MORE LONGER!In the end,the account credit cannot express any regrets or apology.When I ask to apply this credit to this order but the customer service refused,so the credit is meaning nothing for me and we both know I wouldn't buy any other things on GILT again.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],
I'm very sorry to hear of the negative experience you've recently had with us! This is of course not the experience we want out members to have.
The reason we would not accept a return or cover the costs of repair for this particular purchase is that we have a...

21 day return window policy, and as these were purchased back in June, it is difficult for us to gauge natural wear and tear. In this instance however, we'd be happy to make an exception to our policy to facilitate a return of this pair for a refund of account credits to spend on our site.We completely stand-by the guarantee that every item is the authentic label it promises to be. We deal with designers and independent partners directly to ensure all products are the authentic brand as advertised.
Please advise if you'd like us to reactivate your account so we can facilitate this return. I have notated your account with the details. Let us know if we can help in any other way or address any further concerns.
Thank you very much,
Jamie,
Customer Service Supervisor

Hi there,
As the member advised, this is their first order with us. As such, when they were browsing the site, their shipping address was not entered. It is only when this action is completed (in this case when the member was checking out on the item) that the currency will be...

converted to that of the member's country of residence. Otherwise, the default will remain USD unless manually altered by the member themselves via their account settings. For returning members, or those who input their address before browsing the site, they will be able to browse the site in their own currency where the actual cost of the items will be displayed and will avoid confusion and issues such as this. 
The member was correctly advised that the pricing was correct on their item. In the case of international orders, our international processors, BorderFree, do apply a mark up on top of the exchange rate as any service provider or institution would.
The correct and complete cost of the item was displayed for the member before the order was placed and the member was under absolutely no compulsion to place the order if they were unhappy with the increased price for orders that are shipped internationally.
Had they contacted us at this point, we would have been more than happy to clarify the situation. Had the member even contacted us on the date that the order was placed (May [redacted]) we may have been able to cancel the order. However, the member only reached out to us regarding this matter on May [redacted] when the order had already progressed past the point of retrieval. 
The jeans are still returnable within 30 days, and the member is welcome to return them to us for the refund, but as per the terms of our returns policy, they will unfortunately bear the financial responsibility of returning the jeans to us.
Warm Regards,
[redacted]
[redacted]

Hi [redacted],Once again I do sincerely apologize you received an incorrect package.It is with regret that we do not have the original items you had ordered in stock and have been wait-listed on your account.From review of your account I can see that you have been given a full refund for the original order you received incorrectly and we have also applied a $24.95 account credit to cover cost of overnight shipping for replacement items.Should you have any further questions please do not hesitate to reach out to us.Kindest Regards, DenisGilt Customer Service Supervisor

Hi There, Upon review of account I can see that the refund was processed back to your credit card on Jun **, 2015 09:14 PM, please allow 3-5 business days for this refund to populate back to your card.Kindest Regards,[redacted]

Hi [redacted],This sale page did indicated that you were only eligible for the hot food. I apologize for any confusion here. As this sale is still ongoing I have refunded your credit card for you.You will see this settle in 3-5 days.Best Wishes,[redacted].

Hi there,
We have taken a look into this and can see a redemption_reminder email was sent to [redacted] on November ** 2013, with all vouchers it is clearly labelled on the voucher the redeem by date.
On the What To Know section on the voucher it does state...

"Reservations are required and are based on availability; please schedule in advance of desired date".
Voucher may be used to obtain the discount until December **, 2013;
after this date, the voucher is valid for the amount paid for five years
from date of purchase, longer if provided by law.

Hi there, Thank you for forwarding this to us. I have reviewed this and can see that we reached out to the member on July [redacted] to advise that the issue had been resolved and that she could now use the voucher. However, we understand that the member is not happy with the...

experience and based on this, I have invalidated the voucher, refunding the member in full. The refund will reflect for the member in three to five business days. Warm regardsPaddyGilt Customer Service

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],First and fore most I am truly sorry for the discontent this bag has caused and how dissatisfied you are with our return policy. As advised we absolutely stand by the authenticity of every product we sell. The nature of our website is that we specialize in Luxury goods at a...

discounted price. We work close by with trusted buyers who supply our Luxury goods to us, most of which are shipped directly form the Vendor to us, in all other cases they may be vintage which is boldly outlined on our sale page.All Gilt products which are final sale are final sale for the reason that they have been further marked down from the original or retail price, not because they are not authentic.The condition of the bag is outlined on our sale page. Everything outlined will be provided to you up on arrival of your order. Which would reflect the price of the bag form our website. If a certificate of authenticity was available this would have been noted on the sale page, however I have no problem escalating the matter to our Luxury department with hopes of sourcing this for you.I truly apologize for any disappointment caused in this matter. I would hope this email would provide further clarification to our products.Best,[redacted]

Hi Revdex.com / Natalie,
We are sorry to hear that Customer is dis-satisfied with the voucher they purchased and also the customer service they have received from us. We have passed the feedback internally to ensure that we do a better job at providing answers to our members when they...

contact us.
Please find the link to the sale page: [redacted]
While the sale has finished the sale page is still up and there has been no changes to it. If you look at the What to Know Section on the right side it states: Available for use Monday–Thursday only.
All Gilt City offers are final sale and non-refundable and due to it we do try our best to communicate the terms on the sale page so that customers understand what they are purchasing and there is no disappointments. The contents of the sale page always come from each vendor directly. We would not be able to provide a refund or a credit in this case, as the terms that customer is unhappy with were listed on the sale page, as well as the vouchers that were purchased.
Kind Regards,
Gilt Customer Service

Hi [redacted],
I have reviewed all interactions on this matter and I can appreciate the time you have already invested in this and can completely understand the frustrations you must be feeling.
You would have have received an email from us on Saturday [redacted]March, which we...

sent to [redacted]. In it we explained that we had escalated this to our Gilt City team who look after all such requests for a refund. We allow 3-5 days for a decision.
I have escalated this further today to try to speed up the response as soon as possible and I am happy to confirm that they have decided to refund in this instance.
This will take 3-5 business days.
We apologize again as this is not the experience we want our members to have.
Many thanks,
[redacted]

Hi there,
 
Thanks so much for reaching out to us.  I am terribly sorry for the experience you have had with this voucher.  I have gone ahead and refunded you in full for this to your Gilt Credits to the amount of $35.00.  The $10 given to you will also remain on your account for a period of 3 months.
 
Warm Regards
 
Rachel
Supervisor

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, I can see my colleague [redacted] reached out to you earlier via email. He inquired if the [redacted] website had offered you a credit/discount/gift card. We are inquiring to determine if this is something that they might have to work out on their system. While the order was declined on our side, it would be [redacted] who would also be able to see the declined transaction, and able to move forward and assist in reissuing the value of the gift card. If they are unable to assist further, you can of course reach out to us again, where we may escalate this to investigated further for you.You can respond to [redacted]'s email or contact us at [redacted] if you need further assistance. Our Service Specialists would be more than happy to be of assistance.Warm regards,[redacted]

Hi[redacted], We are sorry to hear that you are dissatisfied with the purchase. However as we have previously stated we are not able to provide our vendor's contact details to our customers. The company has contracted us to sell their furniture items for them and do not sell these pieces themselves or offer customer support.With regards to your request to get a return or a refund, unfortunately this is not possible. As has been stated before we did not offer a warranty on the product sold and Gilt, just like any other company will have a cut off date to when we will accept returns and this has well passed. The pieces missing from the original shipment were delivered to you in march and the issue with regards to the delay was resolved at the time. You contacted us again in October 2013 which was over 6 months later (9 months for some of the pieces) to advise of the damage and we at that point advised that we would be unable to accept a return or accommodate the damage due to the length of time. After October we heard back from youin Oct 2014 to advise that there was more damage and again we advised that we would not be able to accommodate.We understand that you are not happy with the resolution and we have carefully reviewed the details both in October 2013 and October 2014 and in this case we are not able to offer the solution you are looking for.Kind RegardsGilt Customer Service.

Due to the issues that have occurred with this order, I have refunded the entire balance of the order to the original form of payment. Should the member have any further enquiries, they are welcome to contact us. Warm 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]
 
 I didn't accept this solution since I used the coupon within expiry range i.e., by 03/**/2016. Having said that they sold me faulty voucher which has no money or was already expired because it is not even showing any value just saying expired.
Answering to the point "All sales are final and non-refundable" doesn't mean they can sell erroneous deals and vouchers. You return products to the store from where you bought not to the ones who made them and for whom they are intended for.
Please advise for legal options.
 
 
Regards,
[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]
I did not use my [redacted] email in this communication with Revdex.com. As stated clearly in my complaint, I used an email that is exclusively used for [redacted].
Unless [redacted]'s email database was breached by hackers and the email address I used stolen and repurposed for spam, there is no other explanation that [redacted] shared that specific email with outside advertisers.
So the two options are as follows.
1. [redacted] shared my gilt specific email with advertisers.
2. [redacted] has been hacked and has not realized or released this information.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],Thank you for reaching out.I have looked in to this issue for you with both our vendor management team, and [redacted]. I can confirm that the [redacted] voucher you purchased was advertised on our sale page at a value of $71. This package retails with [redacted]...

for $66, and the extra $5 is for the Gift Wrap option which needs to be selected at checkout. I have gone ahead and attached screenshots to display the $71 value if you were to purchase this package & gift wrap with [redacted].As you purchased this package worth $71 for $59, you did receive the advertised saving of 16%. (There was a separate 30% off discount applied to your order which reduced the total amount paid to $41.30). Please rest assured that we would never knowingly mislead our valued members, and we make every effort to ensure that the advertised price is accurate. Kind regards,[redacted]