Gilt Groupe, Inc.

Review: Please Read Below FROM GILT:

Your reference number for this inquiry is [redacted]. [redacted], Dec ** 21:58:

Hello [redacted],

I hope this email finds you well.

As per our telephone conversation from earlier I would like to advise you of the [redacted] tracking information we have on file for this package, which reads [redacted]. This merchandise needs to be signed for once it is being delivered to your address.

Please allow me to wish you and yours a very Happy Christmas and a prosperous New Year.

Warm Regards, [redacted]

OUTCOME:

NO PRODUCT DELIVERED

FAKE [redacted] TRACKING

ALLEGED COURIER SERVICE NOT APPROVED BY MEDesired Settlement: 200% refund or 100% refund, compensation for holiday tragedy and honored product that was not delivered and magically disappeared.

Business

Response:

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]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 [redacted] 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 [redacted] 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]

Consumer

Response:

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]

Dear Gilt, Kindly note your referenced proof does not indicate the job order, contents, recipient or address of receiver and package.Kindly find attached my solid proof of evidence documenting ALL packages INCLUDING as you will see, messengered items that is standard protocol and operating procedure in my building.I will not be bullied by big business into paying for something I did not receive. Kindly notice the receipt of ONE [redacted] package on 12/**/2014 when there should have been two if your claimed package was delivered.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello [redacted],The [redacted] tracking was advised as the order was originally shipping under this tracking number. This was then invalidated and shipped under the courier service [redacted]. I can see that a credit card dispute has been initiated as of 1/*/15 for this order. Regrettably we will no longer be able to assist you with this matter as all communication must be directed through your credit card company and our order management department. We apologize for any inconvenience this may cause. Warm regards, [redacted] Gilt Customer Service

Consumer

Response:

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,

Review: Gilt Groupe opened up a pop-up store in Louisvillle, KY for a month. During this time, I made a purchase of $143.00 there. When I received my credit card bill for that period of time, I saw that the store had double charged me for my purchase. The pop-up store itself had closed, so I had to deal with the online store's service department. The first two customer support representatives that I spoke to gave me two different numbers for the pop-up store in Louisville, both of which were disconnected when I tried to call them. The third person I spoke to at customer support, asked for me name and phone number and said she would call back after she tracked down the right person to resolve the matter. I was never called back. The last person I spoke to, beginning about two weeks ago, has continued to communicate with me, but still has not figured out how to correct the erroneous charge.

I've now wasted a lot of time trying to get the matter resolved. I've also let my credit card bill sit unpaid until they fix the charge. I'm extremely upset that a company who mistakenly double charged me for my patronage cannot figure out a way to reverse the charge.Desired Settlement: All I want is the extra $143.00 I was charged returned to me, either in the form of a check, or returned to the credit card I used. If they cannot reverse a charge that was made by their pop-up store, I would expect $357 in store credit to their online retail store. I arrived at this figure because everything at the pop-up store was an extra 60% off of the online price, so I want an equivalent value to items online which do not have this discount.

Business

Response:

Hello,

Review: I purchased a voucher on November [redacted] 2015 at Gilt for a SPA daty at the EdenRoc and their advertisement didnt state that the voucher could only be used during the weekdays. Additionally I was attempting to contact the spa, twice by phone and once by email and didnt get any response. Order number [redacted] for $79.

My friend purchased the same voucher, she was able to contact customer service and Gilt and she got a full refund. I called trying to get my money back after the bad experience of trying to book the service and knowing that Gilt was misleading Ad for this deal, the customer service rep refuse to give me a refund.

[redacted] and [redacted] are similiar sites to Gilt, when a vendor only wants to honor a voucher for certain days or times of the day they state it on their website and on the details of the deal.Desired Settlement: I need to get a refund since they are not providing accurate information on their site

If I would have known that the deal was only redeemable on the weekdays I would have never purchased the voucher.

My friend had the same problem and she was able to get a refund on her order, I dont understand why the same customer service team can't provide a refund on the same exact issue

Business

Response:

To Whom it may concernI can see that the member in question has received a full refund for their order back to the original method of payment on January [redacted]. ThanksGilt Customer Service

Consumer

Response:

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,

Review: I have bought a lot from Gilt.com. I recently received an email with a coupon code for 30 off everything in baby and kids. No fine print no exclusions. I went to the website and again there was no fine print and no exclusions but the code was not working. I called customer service to ask why the coupon was not working and they told me that the promotion was on certain items. It is false advertising to say everything is 30 off in baby and kids with no exclusions and then not follow through. I spent a while looking at your website, trying to decide what to buy and I would have not wasted my time had I known there were exclusions.Desired Settlement: I would either like the 30% off my baby and kids that was promised to me or store credit.

Business

Response:

Hi [redacted], We're so sorry to hear of your dissatisfaction with our recent promotion for KID30 for specific kids sales. Regretfully the items you were purchasing we not part of this promotion. The KID30 Discount was valid for sales that had the icon for KID30 on them.I can see from the notations on your account that Customer Service have applied Courtesy Gesture Discount to your account 15% off your purchase (the “Discount”) (Maximum Discount of $50) for any inconvenience caused. Which is a one time use discount and will expire in 2 weeks and will automatically apply at checkout to your next purchase.Kindest regards, DenisGilt Customer Service Supervisor

Consumer

Response:

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:As you see from my attachment Gilt's email said 30% off everything baby and kids which is their category that has all the kid items. It does not say anywhere on the email only for specific items and there was no fine print on the website itself. It stated everything in baby and kids is 30% off and they should have took ownership of their mistake and honored their email To not give their customers what they promised is false advertising. I understand that Gilt put 15% off code on my account but that is not the 30% that was originally stated.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a voucher with Gilt on Jan *, 2012 (Order: #[redacted]). The voucher was for a Shawna Suffriti Photography One-Hour Photoshoot and expired on Dec **, 2012. I did not use the voucher before it expired, but the voucher states that "After that time, the Voucher may be redeemed with the vendor for retail goods and services equal to the value for which it was originally purchased". I paid $59 for the voucher and wanted to utilize the amount I paid towards a full price package, given that I can no longer use the deal because it expired. However, when I attempted to contact Shawna Suffriti Photography I realized the business is closed. I contacted Gilt via a customer service chat and asked if they could please honor my request to receive a credit for another purchase and they declined. The customer service representative (CSR) told me that they have already paid Shawna Suffriti Photography and I need to contact them for a refund. I advised the CSR that I have no way of contacting them because the business is closed and they said that because the voucher was purchased a long time ago they can no longer offer me a credit. I understand why they would not want to offer a refund, but I asked for a credit. I do not feel that it is fair that I lost my $59 because Shawna Suffriti Photography is no longer in business. I purchased the voucher from Gilt, not Shawna Suffriti Photography. If the value of which I originally purchased the voucher for ($59) never expires, then why is Gilt refusing to give me a credit? According to California law a consumer has the right to use the value they paid once the voucher has expired. I am not able to use the value of my voucher because the business (Shawna Suffriti Photography) is closed.Desired Settlement: At this point I no longer want to do business with Gilt, I simply want my money back as I am not interested in ever purchasing anything from them again. The credit card which I utilized for this purchase is no longer valid, I would like for Gilt to please honor my request for a refund and send me a check to my mailing address.

Business

Response:

To whom this may concern,

Thank you for reaching out to us.

I have reviewed the communication between the member advised and Gilt's Customer Service team. Regretfully I do not see a call taken by us associated with the number noted with this request, neither do I see any other number associated with our records for myself to check. I have attached a screen image where I can see our correspondence through e-mail.

Having reviewed this vendor online I cannot see clear confirmation of this closure. Certainly I am happy to assume good faith without looking into this matter further, and process a refund for the full originally paid amount back in the form of Gilt account credits. This credit is non expiring and can be used from now on a future purchase.

Kind regards,

Consumer

Response:

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:

After experiencing terrible customer service, I am not interested in a credit. I would please like a refund. The credit card that I used for the purchase is no longer active. Therefore, I would like a check refund to be sent.

There are no records of a call, because I chatted online with a Gilt representative. I had initially sent an email, but decided to chat with a representative because it was more convenient. I received the email response from Gilt after my online chat. The representative I chatted with clearly advised “We would not be responsible for remunerating you if the voucher has expired and the vendor is no longer in business” followed by “You can certainly contact our Customer Service team to speak with a supervisor… My supervisor would only be able to advise of what I just have done now”.

The email response from Gilt advised me to try to contact Shawna Suffriti Photography in any way possible. I told them in my original email that I could not contact them and their website is down. I am not sure what more they want me to do to try to reach out, as I have already exhausted all of my

options.

Sincerely,

Business

Response:

Hi there,

After looking into the issue, we have processed a request to have a check for the amount of $59.00 be sent out. This can take between 6-8 weeks to be processed and dispatched.

Kindest regards,

Consumer

Response:

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,

Review: I ordered some beautiful shoes a week ago for a wedding next weekend. The shoe box arrived torn and taped back together, with all of the paper stuffing, but no shoes. They refunded me the money, but with Gilt that doesn't mean much, since the shoes sold out in about 3 hours. They were $250 shoes for $90 and exactly what I had been looking for for weeks. I am not satisfied that they merely refunded my money. I don't want the money-- I want the shoes for the wedding.Desired Settlement: To contact the designer and obtain another pair of the shoes, and then comp the rush shipping to me by July **.

Business

Response:

We were sorry to hear about the unfortunate circumstances with regard to the delivery of the Pour La Victoire Cheyenne Pump shoes to [redacted] and the fact that the shoes appeared to be missing from the box on delivery. We note that [redacted] as stated in her email was refunded in full for the order. We also note that on contacting us the shoe in question was sold out, we placed [redacted] on the waitlist for this item when she contacted us and placed her to the top of the waitlist due to the circumstances. While we would love to be able to oblige [redacted]s request for a replacement pair of shoes until they come back into inventory we cannot oblige. Should they come back into inventory [redacted] will be alerted by email and may click the link to purchase. We apologise to [redacted] for the frustration that this has caused.

Regards

Consumer

Response:

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. I am still disappointed but I understand that there is nothing they can do further. I hope this has alerted them to a problem in their shipping process and that this will not happen to anyone in the future.

Sincerely,

I placed an order for clothes for my son for the start of school. They were highly discounted and a there only few left of each item. I waited for the delivery of this order. Never arrived. I contact Gilt because I see that the tracking history seems strange. The post office had returned the package back to Gilt and Gilt never notified me of this problem. I contact their customer service and the customer service representative tells me that I had to notify them of the delivery problem. This very lucrative high-end goods discount store has not yet built the infrastructure to have the warehouse notify the customer services reps that there was a problem delivery. This is pretty shabby considering that many internet stores of this size have built this capability. I lost ALL the items I had ordered and now they are wait-listed. I will probably not be able to find them again. I received a refund AND after telling the customer service rep that something should be done to rectify the situation, I received a measly 15% off. Very unfortunate since I have been very happy with all other past orders.

Review: I bought two pots wchich was free posted from USA to China by [redacted] in Gilt.com at Nov.* 2014, but they did not deliver goods for more than one months. the order number is [redacted].

At Dec **, they announced me that they would cancled the order because the parcel may be broken or rejected or anyother reasons, etc.

I didn't agree them and hoped they to resend parcel because of the four reasons. First, they still has the stock of the pots. Second, my friends has received the same pots which was bought at the same time with me. Third, I used the 200RMB gift card which was offerd by [redacted] when I payed this order but now the gift card has expired. Forth, the pots could be shipped to China FREE when I bought it. but now it has showed it not be.

I contacted them for several times, but they didn't reply.Desired Settlement: hoped to resend the parcel

Business

Response:

Hello, We're so sorry to hear of your dissatisfaction with your recent order. Regrettably due to unforeseen circumstances your order was not able to be delivered and we sincerely apologize. Due to the nature of our sales we are unable to provide a replacement for the WMF Diadem Plus Cookware Set (11 PC) currently. However we have added you to the wait list so if w receive any inventory we will notify you via email. We have issued a full refund for the order on 12/**/2014. We would advise you to contact [redacted] directly regarding the expired 200RMB gift card as regrettably we don't have any visibility into this on our system. Our sincerest apologies! Please let us know if you need further assistance with this. Please do not hesitate to contact us again if you have any further inquires, you can email us directly [redacted] or contact us on Live Chat - [redacted]. Warm regards,[redacted]

Consumer

Response:

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, when I bought the Cookware and Wokpan, it had the stock. Before few days ago, I tried to buy, it still has the stock. But today it showed no sotck. I don't undertand this. If had no stock, why could you sell it?Second, I added the file as the proof of [redacted] gift card. The transaction number is [redacted], the Merchants Order No. is [redacted]. you are the Business partner with [redacted], you can check it out easily.Third, if you had no the cookware and workpan, I required you send the orther goods of the same series. it has the same meaning to me. At last, I want to say, if you has anyther unclear problem, please do not hesitate to contact me.thanks

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi there,Unfortunately, while we may have had the set in stock for a limited time, due to the flash sale based nature of the website, these are expected to be sold out quite quickly. As my colleague had stated, since the is not available for you to purchase, we can only add you to the waitlist, so that you may be notified once the set does become available again. While we can see the transaction information, we cannot see the entire card details. Since we are only able to refund back into the original form of payment, in this instance, we can only recommend that you reach out to [redacted], as since they were the issuer of the card, they would be able to see the refund transaction take place and assist further. Lastly, while we do have other items available, we would not be in a position to send them to you. Even under an exchange, a replacement order would need to be made for a shipment to occur, as we would not be able to ship a replacement seperately. Again, my sincerest apologies for the inconvenience and disappointment, however, as this order has been refunded, there is nothing else we can do to assist. Kindest regards,

Review: Customer Services issues- inability to fulfill purchase order:I purchased a bed on Gilt and the company failed to deliver all of the necessary parts to put the bed together. The customer service level was extremely poor and the company failed to respond in a timely manner and at the end of the day was unable to obtain the missing side rails to put the bed together and now I am stuck with a King Size bed in my apartment and they didn't offer to even come take it away.Desired Settlement: I would like the rails to the bed or for Gilt to compensate me for the failure to provide the purchased product.

Business

Response:

Hi there,

After taking a look into this order, I can see that the Member was speaking to myself recently concerning this order.

Unfortunately, we were not able to source the missing side rails for the bed, as we were out of stock. Reaching out to the vendor directly to try and source the missing rails was unsuccessful, as the vendor who had supplied these was unresponsive. As such, the member has been refunded, offered a HomeDirect pick up for the bed that was missing parts, and had offered $75.00 Account Credit service gesture, as well as trying to see if there were any other similar styles/priced beds available on our site. At this point, the Member did not state on whether they would want the pick up, and had terminated the call.

Kindest regards,

Review: Surprised to receive an email at 11:07 4/**/2014 that an order had been processed and that my credit card was charged. DID not authorize charge whatsoever, tried to get in contact with customer service but could not and apparently you can only cancel orders within FIVE minutes of placing the order. Since I did not place the order at all or authorize for the order to be placed I had no idea that I should have canceled. After reading numerous reviews on their own Facebook page and countless of complaints I have deemed this company to be completely unethical. ORDER: [redacted] MUST be cancelled otherwise a dispute with my credit card company will be filed since I did not authorize this charge or order what they said I did. I don't understand how they can't cancel an order when it hasn't been shipped yet and FURTHERMORE when I did not place the order.Desired Settlement: REFUND of the amount charged to card: $229 after canceling the order. I DO NOT WANT THE ITEM, I DID NOT ORDER THE ITEM.

Business

Response:

Hello

Upon looking into this we can see the order was placed via the Mobile Web application on Apr**, 2014 10:02 PM EDT

This order was cancelled as per the members request on Fri, ** Apr 2014 09:06:33 -0400.

Should the member have any further queries please do not hesitate to contact us.

Best Wishes

Review: I bought a pair of sunglasses and some other stuff from Gilt since [redacted] December, and I was informed the delivery method is DHL. after 2 weeks , I still did not get any delivery infomation, so I contact gilt, and they told me they goods were sent to their interational parter which is Board free to delivery. Why it is not DHL? That is what they said to me and what they adveritsed from their website. I know if they shipped the package visa DHL , it should be with me within a week. and their explainatin is they try to provide more delivery options to their customers and one sale people told me they stopped using DHL. But I placed my oder because I trused DHL, and I was buying Christmas presents.

They gave me a URL to track the status of delivery, the status showing outboud transaciton at [redacted] December and nothing update after that.

3 weeks later, which is [redacted] December, from Gilt website, showing my order has shipped via DHL, estimated delivery [redacted] December. how ridiculous this is. WHAT A LIE.

Contacing support team, they said, this is nothing we can do , we do not refund because goods are not deliverie on time. The goods are in transit. Our international parther will contact you soon .

This is so hopeless and the worest online shopping I ever met. I will definately not shopping at Gilt again.Desired Settlement: I need my money back!

Business

Response:

Hi there,

DHL complete the delivery of many of our international orders but so do many other couriers depending on the intended country of receipt. Our orders are batched in our warehouse and are shipped via UPS to our international partners Borderfree who hand over the orders to the delivery agents to complete delivery. This can obviously take longer than a domestic order and this is calculated into the estimated delivery window which is offered to our members at checkout before their orders are placed. All of this information is readily available to the member on the site before the order is placed and is confirmed on numerous occasions afterwards.

Thanks a million,

Consumer

Response:

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 have been told by Gilt employee that Gilt is not using DHL anymore rather than still using it but just assign a different carrier /Temando in this case.

The estimated delivery windows is [redacted] December 2013 and today is [redacted] there is still no delivery yet.

The information is on site and is not real/ true.

Sincerely,

Consumer

Response:

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 have been told that I would get refund , but there is still NOTHING happened yet.

This really drive me as a customer insane, Gilt is doing nothing rather than keeping telling me the order is not missing but delayed.

What does the blow shipping status mean ? Shipment arrived at Terminal twice after a month and 5 days ? and is this what you tell me that the order is not missing ?

Order:

Review: I started receiving email from gilt.com. I have never done business with this company. The site does not allow you to unsubscribe. When you select unsubscribe, the site requests your email to Join Gilt. When you select contact, it again requires you to Join Gilt. When you seek support, it requires you to Join Gilt. I checked all the links and they do the same. This site is suspected to be dangerous.Desired Settlement: I never want to be contacted by this company or any of its affiliates.

Business

Response:

Hello,

Thank you for contacting Gilt.

As per your recent request, you will no longer receive Gilt emails. It may take five business days for this change to go into effect. There was an account registered with us using the email address [redacted]. This account has been De-activated as per your request.

Should you need any further assistance, please do not hesitate to contact Customer Support at ###-###-#### or [redacted].

Kind regards,

Gilt Groupe

Review: I have made a lot of purchases over the years with the online company,Gilt. I am fully aware they have a no refund policy. However, I recently purchased an item called "Velvet Double Pocket Shirt" by James Perse

Unfortunately what they sent me was a corduroy shirt, which is very different in look, texture and feel than a velvet shirt. I have asked to return this because the item is not as advertised, a velvet shirt. They have refused stating that the item is 100%cotton and therefore they were correct.

However corduroy is cotton and velvet can often be cotton but corduroy is very definitely not velvet. I wanted a velvet shirt and bought what I was told was a "velvet" shirt but I received a corduroy shirt, the two are not the same.Desired Settlement: I would like to return the unworn shirt for a refund

Business

Response:

Hi thereWe have reviewed this complaint and have made a one-time exception to have the $69USD refunded to the member. This will be refunded within 7 to 10 business days. Warm regards[redacted]Gilt Customer Service

Consumer

Response:

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,

Review: I purchased a Prada wallet from gilt.com with order number [redacted]. When I placed my order, I chose the "pink" color. But when the order arrived, the wallet is not pink at all and the color shown on product tag is "cammeo". I contacted gilt's customer service and was told the "pink" color on their listing is indeed "cammeo" on their sale page. I consulted the retail store of Prada and they showed to me that wallet has both "pink" and "cammeo" colors. They are different. So I asked for refund. But because my purchase is nonrefundable, they don't agree to grant me refund. It doesn't make sense to me. My understanding of "nonrefundable" is, if the item is exactly what they described, I have no reason asking for refund. But now they listed the misleading information. I don't understand why I, as buyer, have to bear the consequence. Your help is highly appreciated.

Business

Response:

Hello [redacted], I hope you are well. I have looked into this matter for you and I am sorry for any inconvenience caused. I have reviewed the images on the sales page and the images that you have forwarded in and I can see that what you received is the correct item. Due to this we would be unable to accept a return on your wallet as what you have received is the correct item and it was noted as final sale and non returnable on the sales page. Sorry for any inconvenience caused. Best,Cian

Consumer

Response:

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 don’t accept the seller’s explanation. They are listing the “Cammeo” wallet as “Pink” on the sale page, which is very misleading. When I selected the wallet, I relied on the written listing which I believe is more reliable than the picture, because the color might show slightly different in different exposure. And the wallet I received has the product tag showing the color as “Cammeo” too. I checked with Prada retail store as well. They have the same model in “Pink” color and mine is definitely in color of “Cammeo”. If they listed the correct color, I won’t make the purchase at all.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello [redacted], I hope you are keeping well. I am sorry for any inconvenience caused here. I have again reviewed the images that you have sent in and compared with the images on the sales page, you did indeed receive the correct item. Due to this we would be unable to accept a return on this purse. Best Regards,Cian

Consumer

Response:

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 color on product tag is "Cammeo" instead of "Pink", which is inconsistent with the listed description of color "Pink" on the sale page.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a Valentino handbag from Gilt on April * for $652.16. In the ad, it indicated that the bag was 10 inches high - but it was actually almost 13 inches tall - which makes it very bulky and large. I'm a petite person, so I don't carry large bags. I would never have ordered this if I had known it was 13 inches tall. As soon as I received it in April, I called Gilt's customer service asking to return it. But I was told they would not allow a return because it was considered a final sale. I have tried emailing them several times since then, explaining that the size description was inaccurate on the site. But again, they refuse to accept the bag's return. This bag is useless to me - It sits in my closet and will never be used. I feel the ad was misleading and they should allow the bag's return for this reason.Desired Settlement: I want to return the bag for a full refund.

Business

Response:

Dear [redacted],

Thank you very much for your letter.

We have reviewed this order in detail and I am happy to confirm that we are going to allow an exception here and will accept a return and refund to your credit card.

I have asked one of our [redacted], [redacted] to contact you directly with the details of how you can do this and create the return label for you.

Many thanks,

Consumer

Response:

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. They said they would contact me about sending it back - and I'm now awaiting this contact.

Sincerely,

Review: I ordered a 72 piece Fortessa Imperial flatware set from Gilt on February **, 2014. At the time of the order Gilt did not have the item in stock. Therefore I was required to wait three weeks for the item to ship. Gilt's preferred distributor is UPS, which was used to ship and deliver my package. Unfortunately UPS delivered the item to the wrong address at 11:36am on March *, 2014. At 2:00pm the same day I made an inquiry with both UPS and Gilt as to my missing package. UPS informed me they had indeed delivered the item to suite [redacted] versus as the package was addressed which was suite [redacted]. UPS filed a tracer claim, which requires the tracer to be sent to the local UPS distribution center. [redacted], the UPS representative in their [redacted], told me that the distribution center would not receive the tracer until the following day. Once received, distribution would send a driver to try and retrieve the package. However UPS gives themselves up to eight business days to retrieve a package. UPS also tried contacting the number they had on file for suite [redacted] but were unable to reach anyone. Seeing as I did my part to do what I could to resolve the issue with UPS directly, a chosen vendor of Gilt and not of my own volition, I contacted Gilt for resolution. I initiated my conversation via chat and chatted with a representative by the name of [redacted]. Sadly the already aggravated concern was further aggravated by inadequate policies and procedures to resolve customer concerns by Gilt. I had ordered the item for a special event I was having on March *. I had already waited three weeks for the item so to have it delayed further due to a distribution error, was beyond an inconvenience. Living in Hawaii, things aren't readily available. You can't simply walk into a store and pick-up an item such as this, so replacing the item before my event was overly challenging. Therefore I first requested Gilt work with it's vendor privately, UPS, to retrieve their property but in the meantime to overnight me a replacement. Sadly Gilt policies prohibit this. Furthermore I was told Gilt didn't even have the item in stock and should a replacement order be placed I'd be required to wait until it came back in stock before it could be shipped. I was told to wait until UPS finished their process. Then after wasting more of my time waiting, to then waste more of it and then contact Gilt again and request a refund for the item. I was told I could then ask for another discount, since I purchased the item using a discount code, and re-purchase the item. This of course meant I not only had to undergo additional inconveniences due to Gilt's inability to resolve an issue with their distribution channel, but I'd also need to wait for the item to come in stock and wait for it to be shipped. Gilt's entire customer service protocol places the entire burden of resolution onto its customers. I was told to contact UPS. I was told to wait until UPS investigated and request an update from them. I was then told I needed to contact Gilt back to request a refund and re-purchase the item once UPS completed their process. There were many requests made of me as a customer, all due to an error not of my own. I then stated if I was required to do all this work and be grossly aggravated and further inconvenienced due to inadequate Gilt policies and procedures to rectify matters such as this, that I should be due compensation for my troubles. Sadly Gilt's policies inhibit any true form of compensation outside of an "I'm sorry." I now need to scramble around to locate another online company with a comparable flatware set and pay additional overnight and expediting fees to have it sent to me in time for my event on Friday. Added trouble I shouldn't be required to do simply for doing business with Gilt.Desired Settlement: Gilt should have agreements in place to either have their distributors send someone to immediately chase the package and attempt to retrieve the item before any damage is incurred; or they should have policies in place to deal with the missing item privately, as this is their business agreement with UPS not mine, and have an immediate replacement item sent out. Furthermore it shouldn't be the responsibility of Gilt's customers to resolve their own challenges inflicted by doing business with Gilt. I shouldn't be required to call UPS, follow-up with UPS, wait around for UPS due to service level agreements agreed upon between Gilt and UPS, and then be asked to take more of my time to contact Gilt and request a refund and a replacement once UPS is done with me. This is a complete lack of customer service and shouldn't be pushed back onto Gilt's customers. If Gilt truly requires it's customers to do all the work then it's customers should be appropriately compensated for Gilt's error for said work. I requested the replacement item be discounted further, [redacted] denied my request. I then requested Gilt sell me the replacement item at the original discounted rate, plus provide me with two 30% off coupons to be used for future sales. My request was once again rejected by [redacted]. For my troubles the most Gilt offered to do for me is add a $25.00 credit to my account and ask me to wait another month for a replacement item. Gilt primarily deals in luxury brands, as such its customer base is fairly specific. Being completely void of adequate customer service policies and procedures only serves to alienate this customer base. Considering what had transpired and the impact it had on me as a customer, Gilt should be throwing themselves at the opportunity to gain my repeat business by providing future discount codes. As it stands right now, I'm out the cost of my item (while I'm accruing interest on the purchase). I'm aggravated by the process and no longer want to do business with Gilt ever again. Plus to resolve the issue It's going to cost me 10 folds to have a replacement located and shipped in time for my event in two days. Gilt needs to take complete responsibility for it's and it's chosen vendors actions and needs to do more to not only resolve customer concerns but do what it can to retain it's customers base. Seeing as by the time someone truly actions this, my event would have already passed. I'm requesting a replacement item be sent out at the original cost paid, plus two additional 30% off coupons to be used towards future purchases. Furthermore, once I locate a replacement item for my event. I'm requesting either UPS or Gilt reimburse me for the any additional cost and fees associated with the replacement item for my event.

Business

Response:

Hello

Review: On 1/**/14 I purchased a Pearl River Modern CA Gina Outdoor Living Set (9 Pieces/espresso/white) On 5/*/15 the rattan on the "UV resistant" coffee table and 2 side tables began to fall apart. By July, 2015, the rattan on the top of all three tables crumbled to the touch. The condition of the rattan continues to worsen, making the coffee table, and 2 side tables unusable. I contacted Gilt on July *, 2015, requesting a contact number for Pearl River Modern CA (as an internet search and company search in DE, CA, NY revealed that Pearl River Modern CA does not exist, or if it does, it does not have an internet presence or is, to my knowledge, is a legitimate business entity) and was advised that they do not give out information for their vendors due to privacy issues. They did say they would contact their vendor-management team to research the issue and get back to me. They did not. On August **, 2015 I contacted Gilt again and the manager informed me that Pearl River Modern CA does not have a customer service department and privacy issues prevent them from giving me any contact information. Gilt said that they are responsible for handling issues for the company and since the product is not under warranty and is a final sale, there was nothing they could do. I believe that the product is defective, that Gilt engaged in deceptive advertising of said defective product and is now engaging in unfair business practices by stonewalling me, the customer, from any recourse under the guise of a "privacy" agreement between Gilt and Pearl River Modern CA and final sale and non returnable.Desired Settlement: I would like the items to be replaced or in the alternative receive an appropriate refund. Heck, I'd return the entire set if I could (shipping costs on their end), and get a full refund on the product ($2,606.95).

Additionally, I would like to file a complaint against Pearl River Modern CA as well, but since they do not appear to exist as a legitimate company, as no address, phone number or business filing can be found on them, I am filing one against Gilt only. I would like Gilt to be accountable for selling products from shell companies if this is the case. This accountability could be in the form of providing to the customer business addresses or contact information for the vendors they carry. What do they have to hide from? Apparently defective products. . .

Business

Response:

Hello all, We have reviewed this case & we have escalated this to our vendor to see if they'd like to accommodate the customer however this vendor is contractually not obliged to contact customers directly as we have ownership over orders that are placed on our site. This order was sold as a final sale item & this was advertised numerous times in the ordering process. The customer agreed to this at purchase. Since the order was placed in January 2014, we cannot green light a return exception as it's now impossible to tell how this was order was treated over the last year & eight months. For this reason we have declined the customers request. At this point it is up to the vendor if they'd like to assist & this escalation is ongoing.

Review: Gilt Groupe sold me what it represented to be an authentic Prada Saffiano Cuir Twin tote in caramel color. Upon receipt, I inspected it and noticed that it did not comport with the characteristics of an authentic Prada bag, of which I own many. I engaged the services of a third party authenticating service, which confirmed that the bag is fake. I purchased an authentic version of the same exact bag and a side by side comparison supported made the distinction even more apparentDesired Settlement: Refund payment in full immediately.

Business

Response:

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]

Consumer

Response:

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 business just repeatedly states that "they stand by the authenticity" of the item, which is erroneous because if they did, they would have accepted a return of the product immediately. The claim that they were trying to reach me by email and "were unable to" is inaccurate where they sent me an email only at about the same time that they posted the response to the Revdex.com. I would not have had enough time to review, much less respond to their email prior to their Revdex.com submission. The response does nothing but indicate that they are sending me a [redacted] return label, which they did, but only so that I can return the item for further inspection. I have returned the item, have been working on getting a reimbursement for months, and had to expend money to obtain a third party authenticator's evaluation when Gilt should have borne the responsibility of ensuring that the item was authentic. To the contrary, I had to work extensively to show them that the item is a fake. Anyone with any experience in luxury handbags, particularly an alleged experienced secondary luxury retail seller, would have been able to determine the item as a fake. The excuse that the photos I provided were insufficient does not make any sense when I not only provided initial photos of the most glaring signs that the bag is a fake, I also provided a link to an album that contained approximately 30 photos, which included high resolution photos of various details of the handbag (including close ups of zipper undersides, all hardware, etc.). If the company's original concern was that they didn't have enough photos (which as I already pointed out cannot have possibly been the case), they could have asked for more photos or specific photos of bag parts that they wanted to review. They could have also reviewed the bag in person. Instead, they just flatly refused to accept the return and appeared not to have even conducted a thorough investigation, if one was conducted at all. They were also not at all concerned about this issue until I made a complaint with my credit card company and the Revdex.com.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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]

Review: I purchased the merchandise on 11/**. and 2weeks later on I found out that they listed the same product with much lower price so I email them for price adjustment "written in English" and the customer representative, [redacted] replied with "written in [redacted]", which made me embarassing. I never requested different language service and I never put my nationality on my information. She just judged my nationality and replied. What if I was not able to read and write [redacted]? However it was not a big issue at that moment. But she said it is the policy that only price adjustment in 7days from the purchsed. and I told them I have looked through the policy on the website and there was no such a thing like that. and she said it is not in the policy but it is the policy. If customer cannot be aware before purchasing, What is the purpose for the policy. I had comunication with her from [redacted] Dec. *, she could not provide the proof of the policy and just not willing to work it out for me. And I went through the email from the start and realized that they judged my nationality very at the first and handling my issue differently. And I told her it was very unpleasant to be judged, but she did not make an aplogy.Desired Settlement: I definatly need an apology about judging the nationality of customer, and unpleasant customer service about the price adjustment from the Head of the Office. also I want them to revised the policy including the price adjustment. and I also want them to provide why they priced the merchandised as $229 and then changed 2 weeks later as $159. and now back to $199.

Business

Response:

Hi, Thank you for reaching out.As your first correspondence was directed to our International email team and was addresses including" ?? ", our [redacted] specialists responded. The response in [redacted] was simply because it was directed to our International specialists. We can assure you that no offense was meant by this. On behalf of Gilt Customer Service, I would like to offer our sincerest apologies. At Gilt we’re always trying to bring members premium products at the best possible prices. However, as with all retail stores, price reductions can occur and as a flash sales site, these changes can occur a lot quicker than they would in a retail store. We do offer price matching for members who have orders have been reduced. This is not a policy we have, but a courtesy gesture we like to extend to members who find themselves in this situation. This price match is issued as an account credit which is valid for three months and we do not issue this as a refund to a credit card. Unfortunately as we were contacted outside of the 7 day timeframe on this occasion we’re unable to match the price, even with an account credit.We're so sorry for any disappointment! Warm regards,[redacted]

Review: I purchased an outdoor furniture set from this company. The product arrived although was missing half the pieces. Two months later further pieces arrived and another two months later the final piece arrived. Within three months the product began to fall to pieces. I repeatedly over the last 1 1/2 years have contacted gilt and they repeatedly give me the runaround that they are looking into it, this was a $2300 purchase that three months later was useless. I am tired of e,mailing and spending hours on the phone with them. This product is very poor quality and not as advertisedDesired Settlement: They can have their product back and give me my money back

Business

Response:

Hello[redacted],Thank you for reaching out.This order would have shipped from our vendor's warehouse in 2012. When your order arrived incomplete we made every effort to get replacements sourced and delivered. I can see that we issued a refund to cover the cost of the delivery ( $149.95) on January[redacted], 2013 and issued an additional $60.00 in account credit as a service gesture.While we understand that you would like to voice your frustration directly to [redacted], regrettably we cannot share our contact details with members. A warranty was not included with the [redacted] CA Arianna Outdoor Seating Set and due to the timeframe that has passed we are unable to accept a return on this item. We sincerely apologize for any disappointment that this might cause. Warm regards,[redacted].

Consumer

Response:

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 not complaining about the arrival of the goods but the fact that the $2300 "outdoor Furniture set" began to fall to pieces after three months of use. They will not give me information on the manufacturer [redacted] and seem to think they can sell something that is this poor quality with no recourse.I have photographic evidence of the how this product looked after four months. It was not advertised as disposable furniture. This company needs to be stopped from selling poor quality products that are not advertised as such.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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.