Gilt Groupe, Inc.

Review: As part of ORDER ID#[redacted], I purchased five (5) mattresses on March **, 2013. The order was comprised of a BEAUTY REST FIRM Queen set (2 Pieces - a mattress and box spring); two (2) BEAUTY REST Plush Queen sets (4 pieces); a KING CLASSIC FIRM set (3 pieces: 2 twin boxsprings and 1 mattress) and one (1) Twin BEAUTYREST Plush Twin mattress only (1 piece) - a total of ten (10) pieces. According to the [redacted] Uniform Bill of Lading (#[redacted] and (this is confirmed on site); a total of EIGHT (8) pieces were delivered on or about 5/**/2013: ONE OF THE QUEEN Box Springs and Mattresses were missing from the order. I do not think I should be charged for this. I have had numerous conversations with the CUSTOMER SERVICE Dept. They refuse to acknowledge the error and have overcharged my AmEx account by $610.00.Desired Settlement: I would like a refund of $610.00 for the mattress that was not delivered.

Business

Response:

Hi [redacted],

Review: I ordered a very expensive bag, 2, 400 , it arrived heavily creased in the leather . it may have been damaged in transit or it may have been the way they stored the bag. it does not look brand new , it looks used. There policy is to return an item that is danmaged. I contacted them and sent pictures, although they acknowledged the pictures showed creaedes they would not return the item saying damage to them means a rip. they were rude and abusive towards me when I tried to resolve this problem.Desired Settlement: I want to retuen the item. and get my money back for an item that does not look brand new.

Business

Response:

Hi,

After taking a look into the correspondance, both call and email, we can see that the Member had ordered the bag and from the pictures, that it was in excellent condition. While the bag having a rip or tear was an example provided, we had informed the Member that the bag was in excellent condition according to the pictures she had sent in, and that we would not accept a return for it.

We have also gone ahead and investigated our contact with the customer, listening back to the calls and going over the emails concerning this issue, and our Customer Service team were not abusive or rude. We would be more than happy to provide the recordings for the phone calls and emails if necessary.

Regards,

Gilt Customer Support Supervisor

Business

Response:

Hi,

After taking a look into the correspondance, both call and email, we can see that the Member had ordered the bag and from the pictures, that it was in excellent condition. While the bag having a rip or tear was an example provided, we had informed the Member that the bag was in excellent condition according to the pictures she had sent in, and that we would not accept a return for it.

We have also gone ahead and investigated our contact with the customer, listening back to the calls and going over the emails concerning this issue, and our Customer Service team were not abusive or rude. We would be more than happy to provide the recordings for the phone calls and emails if necessary.

Regards,

Gilt Customer Support 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:

The bag is not in excellent condition, it has severe creases in the leather on all 4 corners. This is not something you expect when you pay 2, 400 for a bag. It looks used. I would like it returned for a product in brand new condition or a refund.

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

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:

The bag is not in excellent condition, it has severe creases in the leather on all 4 corners. This is not something you expect when you pay 2, 400 for a bag. It looks used. I would like it returned for a product in brand new condition or a refund.

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

Sincerely,

Business

Response:

Hello,

Please be advised that we are taking another look into this matter by re-escalating this situation to our Merchant Team. Please allow 3 to 5 business days for us to receive a response from them about this matter. We will reach out to the member and this complaint upon their response.

Review: Hi my computer browser was on a poor internet connection and I got charged 4 times from my Gilt Noir Credits for free shipping even though I wanted to redeem once. I tried talking to customer service but they could not provide assistance. Gilt: Return of credits for Redeemed Free Standard Shipping 07/**/13 -3,500 Redeemed Free Standard Shipping 07/**/13 -3,500 Redeemed Free Standard Shipping 07/**/13 -3,500Desired Settlement: Return of the points redeemed by faulty browser

Business

Response:

I can see that you redeemed four lots of Insider Points for your purchase on July [redacted].

In order to resolve this matter and to ensure you are completely satisfied I have added 10500 points to your account.

Please appreciate that this is a one time exception as we cannot re-issue points. If in future you accidentally redeem Insider Points, we will not be able to apply them back onto your account.

Many thanks,

Review: On August **, I purchased a parking voucher in the amount of $199. I was told it will take 24-48 business hours to process. After several emails between giltciyt.com and contacting customer support, I was finally informed on September[redacted] that the transaction could not be processed and it is cancelled due to an unresolvable billing issue. On September [redacted], I received an email from Giltcity.com that the transaction was processed. I did not authorize this transaction. In fact, I have made arrangements for my monthly parking for september. The voucher is time sensitive as it can only be processed/redeemed by September **. I feel that Guiltcity should not proceed with transactions that have not been authorized by the customer.Desired Settlement: I am requesting a refund of $199 which is the amount charged to my credit card.

Business

Response:

We apologise sincerely for your experience on this occassion.

I can see after reviewing this complaint that you advised you were not going to be charged on [redacted] September when it was clear from your account that your card had already been charged on [redacted] September.

I have gone ahead and refunded this charge in full to your credit card. Please allow for 3-5 working days for this to go through.

I have also given the rep the feedback and will close the training gaps that were revealed through this investigation.

Review: Gilt Groupe refuses to fix technical errors which result when using their referral system. The people I have invited attempt to access invite via link emailed and are taken to main page with two results: 1. Invited person does not receive signup benefit 2. Referrals aren't credited to referee account. When reporting to Gilt they simply say person needs to click link aka disregard my clear indication link does not work and refuse to fix their errors. Furthermore this means they falsely represent their referall program and are taking advantage of members by not crediting them as promised and luring new members on false promises of signup benefit.Desired Settlement: I want invite link to start working and credit for all invitees that have signed up aka any email address I invited and says "not responded" but did create an account should received referall credit in my account. Furthermore, invitees should receive promised credit which was not received at signup.

Business

Response:

Hello,

Thank you for contacting Gilt Groupe.

We are sorry to hear that the referral link was not working correctly when you attempted to refer friends on the site. We have escalated this feedback to the relevant department.

We can see that you referred [redacted], [redacted], [redacted]. You have been granted referral credits for all of these referrals.

If you need any further assistance on this please don't hesitate to contact us.

Kind regards,

Gilt Groupe

Review: I ordered two coupons on Gilt City, but Gilt City failed to send me reminder emails that they were expiring. These reminder emails are customary throughout the coupon industry, and is a service Gilt City provides all of its other users. Gilt City even acknowledges that I never received these emails, but still refuses to issue me a refund for these now-expired emails. For one of the coupons, the business that Gilt City contracted with to provide the service failed to schedule a mutually-agreeable time (it is a restaurant).Desired Settlement: A full refund ASAP.

Business

Response:

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.

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 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,

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]

The fact of the matter is, Gilt failed to send reminder emails because of an error in their system.

Gilt has already acknowledged this error on their part. However, they have not taken responsibility for it. Please issue the $140 refund ASAP.

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

Sincerely,

Business

Response:

In reference to complaint ID# [redacted] we have reviewed this again and due to the technical error we are happy to offer a $25 credit onto the members account as they did not receive a reminder email.

Review: This is the first (and last) time I will ever purchase from Gilt. On May **, I purchased a pair of Nudie Jeans from their website, advertised for $79USD. Throughout the entire checkout process, this was the price shown. International shipping was a flat-rate $10 to Canada. On the last page of checkout, the funds were automatically converted to Canadian dollars, and I was asked for my credit card number. How convenient, I thought. Only after I had paid, completed the order, and reviewed my transaction did I realize something was off. In total, I was charged $115.42CAD which seemed high.

I looked deeper into the invoice and realized that the $79USD jeans had converted to $99.37CAD before shipping costs! That's a markup of 25%! I contacted Gilt customer service and had them look into the order, thinking perhaps I was mistakenly overcharged. Instead, they told me that the price was correct and international customers must pay a premium. I am upset because this was NOT the price I agreed on. Throughout my shopping experience, the price advertised was $79USD. Also, at no time during my transaction was I notified that I would be needing to pay a premium because I was from Canada. I just assumed the automated conversion was to make things easier for the consumer, not to add hidden charges.

I immediately told the representative [redacted] I was unhappy with their business practices, and would like a refund. However, she told me it was too late and there was nothing she could do. The item shows that it has not even shipped yet, so I thought this was pretty unreasonable.Desired Settlement: Since Gilt will not cancel/refund my order, and it will probably have shipped by the time you see this complaint, I would like a billing adjustment. I don't want to deal with shipping the item back (as they will probably make me pay return shipping). I will never deal with this company again afterwards.

Business

Response:

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,

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]

My problem is not that there was a markup, but the fact that the company did not NOTIFY the customer that there was a mark-up on top of the currency conversion. Usually when you see a price in USD, and the checkout process converts it to your local currency, a reasonable shopper would not expect to see a markup on the item. This is a hidden charge and is poor business practice. Although the difference is not that big (under $20), I don't agree with the way the company runs. FYI, when I log in under my account, the price of the item still shows as $79USD and not the marked up price.

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

Sincerely,

Review: I purchased two bracelets as seen in photos that appeared standard sized. When I received them they were much too small to put on or for anyone else I know to put on. After numerous emails I was informed that the size was clearly stated but I do t believe it was and if it was, there was no mention of the xxs size. The web page is no longer visible to dispute this. They asked me to send photos of the item which I did, against my hand to show how small they were and their response was, sorry we can't help. I spent $600 and feel that the items were falsely represented by the photo and that their return policy is sub-standard, particularly considering the cost of the items. When purchasing jewelry such as rings, a size is always required. No choice was given with the bracelets which leads the buyer to assume a standard size, whatever the number they claim to have provided in the small print (if it was there).Desired Settlement: Full return and refund

Business

Response:

Hi There

Thank you for the message. I have had a detailed look into this issue, I can see that member reached out to us after receiving them to advise us that the items were too small for her and we did review this and decline the return on the basis that they were final sale and non-refundable at the time of purchase and this would have been listed on the sale page, cart and at check out. We had listed the the diameter for each bracelet on the sale page; 2.45 inches in diameter for the Classique Yellow & Diamond Tilted Square Station Bangle Bracelet and 2.4" in diameter, 0.35" wide for the Celtic Noir Black & Pearl Disc Station Bangle Bracelet. For the latter, the measurements were even highlighted.

Member has access to the sale pages through her Gilt account by going to orders section and clicking on each item for that specific order and for convenience I've also attached screenshots of them here. While we do understand members unhappy sentiment for receiving items that do not fit her, we did specifically list the sizes to avoid disappointment and as these were clearly marked as final sale and non-refundable items we would not be able to offer a refund.

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:

[Your Answer Here]

Please look at the photos that Gilt provided of the items I purchased to see how misleading the size is. Attached are the photos I took against my hand. No legitimate business I know would ever tell a customer, sorry you're stuck with the item. I wish I had read the customer complaints on social media before ever visiting that site. Many complain about the receiving items that do not match the photos or description. This practice should not be allowed and investigated.

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

Sincerely,

Business

Response:

Hi there,

Thank you for your message.

Unfortunately, as was previously stated, the information regarding the size of both bracelets was displayed on the sale page, and is still available to confirm. We have also received the photographs that the Member has sent to us, and while it does not give an accurate measurement of the bracelet itself, we feel as though the bracelet was correctly described and photographed.

If the Member wishes to forward us in photos, showing that the measurement is incorrect, we will be able to move further. However, as stated, we would not be able to offer a refund or a credit for the bracelets based off of this information.

Kindest regards,

Review: I purchased two tickets (for myself and a friend) to the Secret Summer NYC event for sale on Gilt City's website. The event was advertised as being an unlimited food and drink event from 4pm - 10pm, but it was not. The event ran out of food around 7:30pm, and only one food option followed, which was a pork product, which also ran out around 8:30pm. Additionally, every drink line I stood in I had to wait 10-20 minutes. The tickets were priced at $117.50 per ticket so for two people it was $235. At that price point I was appalled that the event would run out of food and I would have to end up buying dinner after the event. I wrote an e-mail to Gilt about my disappointing experience and received a $25 gilt credit that I have to use in 3 months. This in no way makes up for the fact that I did not get what I paid for, and I had to buy dinner which came out to more than $25 for two people.Desired Settlement: I would like a full money refund in the amount of $210 (I used a gilt promotion code and received $25 off the original price of $235) to my original form of payment for attending a falsely-advertised event, for having to buy dinner afterwards, and the overall stress and inconvenience myself and my friend had to endure that night.

Business

Response:

Hello [redacted],I hope you are keeping well.I am sorry for all the inconvenience caused in this matter. I can see that the vendor has been in touch with you in regards to this matter. If we can be of further assistance, please don't hesitate to reach out to us again. One of our Service Specialists will be happy to help you.Kind Regards, Cian Customer Service Supervisor

Review: I ordered a pair of jeans from gilt.com and they were final sale. I read their final sale terms and it said that they were non-returnable. There was nothing in the terms about being unable to exchange an item. I contacted customer support multiple times and they were adamant about sticking to their policy. I continued to tell them that their final sale policy did not mention anything about exchanges but to no avail.Desired Settlement: I would appreciate the opportunity to exchange the item for a larger size. Thank you.

Business

Response:

Hello,

Review: I purchased a voucher for one service located in Boston through GiltCityBoston online. The voucher needs to be used by 10/**/13 and it was listed as final sale. No where in the description did it state - you must set an appointment for consultation prior to the appointment to use the voucher which was a bit tricky. Once I set the appt, I had to sit through an hour of information including a big push to purchase additional visits. Because I wanted to try it out first, which was difficult to do, because the company wanted you to sign up then for additional appointments. The issue I have with the voucher is that no where did it state that a consultation would be needed prior to setting up the appointment and may require additional visits. When I contact GiltCity - they apologized for the hard sell, but wouldn't refund the voucher, since it stated final sale. I am truely upset, since I won't be using the voucher because of the pressure of the first visit to set and buy additional visits. It would very uncomfortable. Many businesses stand behind what the offer in MA, I had one other location that I was unable to set an appointment based on my schedule and theirs. The company refunded the voucher, since I did try and set an appointment numerous times. I do feel as if this was a bait and switch, since the voucher was for one visit and then the hard sell on multiple visits.Desired Settlement: To be refund the price I paid for the voucher - $299.00

Business

Response:

Hello,

Review: My order number is #[redacted]. I bought "WMF Pressure Cooker 2 PC Set" on * Oct. And I received it on ** Oct on [redacted] The problem is the set I received does not match the picture showing in the webpage. According to the picture, this set includes 2 complete cookers. However, I just receive two pots with only one cover! The company uses the picture of two pots with two covers to make customer believe they will receive two complete pots with two covers that look like picture showing.

Then, I connected with them immediately. But they only offer me $30 refund. However, according to [redacted], the only handle of the cover is worth $71. So, I can accept this solution. I connected the company again on ** Oct and the staff promised that he will ask manager for future solution and I must receive the letter in reply from the manager before sunday**Oct. However, I never receive it even today is ** Oct. I just chatted with the company, and the staff said there is not recording to show a manager need to connect me.

During the process, the attitude of the company is very toughness and I never seen the intention of sincere to know their problem and help to solve the problem. In fact, the staff ended our chatting three times without my promise during the three chatting for me ask for solution,Desired Settlement: I hope I can receive another covers to makes the set match the picture. Also , I can accept the refund of the money of the value of the cover. What's more, I need the apology?

Business

Response:

Hello,

I have reviewed all of the interactions with regards to this order: [redacted]

I see this is your first purchase with us and I can understand your disappointment and we want to make this right.

If you could please contact us again [redacted] we will talk through how to return this item to you and issue you a full refund to your credit card.

Many thanks,

Review: I purchased the vintage $2150 black lady [redacted] bag a month ago from Gilt but haven't checked it throughly. However, when compared the same bag my friend purchased from the [redacted] store, the zipper inside my bag is a very cheap plastic one attached to a piece of leather, while hers is only a leather zipper. I don't know if the Gilt [redacted] bag comes from a reliable supplier. But for the discrepancy, I'm asking for a refund, since I highly suspect this bag is a fake one.Desired Settlement: complete refund of the amount of bag and the $9.95 shipping

Business

Response:

Hi there,

After taking a look into the order and the pictures provided, I unfortunately cannot see any discrepancy between the images that were provided to us of both your bag and your friends bag. As such, I do sincerely apologize as we would not be able to accept a return for the bag, and can assure you that the bag is authentic, as we do work very closely with the vendor.

We have however, gone ahead and requested a certificate of authenticity, as well as sharing your concerns with the bag along to the vendor and our luxury goods team, and will be updating you as soon as possible.

As soon as we do have any updates, we will notify you as soon as possible.

Kindest 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:

[Your Answer Here]

Gilt hasn't sent me any kind of certificates. The two bags are clearly different. I don't understand why they couldn't see the discrepancy. Plus, they didn't even bother to put a picture of the inner zipper when they were selling this bag, which is very irresponsible as a luxury department. They should have provided as much information as possible to the customers to help make right decision.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# 10257933, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]If Gilt is so confident about the authenticity of the [redacted] bag, then another possibility is that the previous owner broke the original zipper and replaced it with a cheap plastic one. I understand that as a vintage bag, there are certain defects in the bag. But on the sale page of Gilt, they only stated that there were wear and tear on the handle. Other than that, nothing has been mentioned for the interior quality of the bag. My point is that what I receive is totally different from what they have described. Gilt is very irresponsible for the customers and doesn't fully inform their product to the customers. Therefore I still ask for a full refund!

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

Sincerely,

Business

Response:

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,

Review: Due to a previous issue with a past order, I was given a discount code (20% off) that was attached to my account for a future purchase. I was told this can be used anytime and had a cap of a $200 discount. When I went to make my purchase, no discount was applied and the full price was charged. The customer service line closes at 10 PM EST (7 PM PST) and I called at 9:35 PM EST to speak with a customer service representative. I spoke with a female named (Jude) and she was telling me my coupon was no longer available and that it had expired. I explained that the previous representative specifically mentioned that I could use it anytime on a future purchase and that it carried a $200 max discount ($1000 purchase). She told me I was misinformed and that the coupon expired long ago, even though I saw the coupon available a few weeks ago. She spoke to a supervisor and said she could offer the coupon back but only with a $50 max discount. Agitated because I was told something completely different, I asked to speak to the supervisor. She placed me on hold for 15 minutes and a minute or 2 before 10 PM, someone picked up the phone but didn't say anything. At exactly 10 PM, someone promptly hung up on me and ended our phone call. I tried to call back but because it was already 10 PM, the phone lines were closed.Desired Settlement: Because the order has already been placed, I want my order amount to be properly adjusted and additionally discounted due to wasted time, unfair and poor treatment, disrespectful customer service, and given falsified information regarding my discount. I want the offending customer service representative (Jude) to receive a formal review of the performance and handling of this situation. Lastly, I wish for the offending customer service representative (Jude) to personally call and formally apologize.

Business

Response:

Hi [redacted],I note that since sending this, you have been assisted by a member of our CS team. If we can assist further please don't hesitate to let us know.Warm regards,JohnCustomer Service Specialist

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 still haven't received an apology from Jude, the offending customer service representative, and still don't know if she is being reviewed for her performance. I shouldn't have to contact the Revdex.com in order to remedy a situation that could have easily been avoided. I was given this discount because of errors in a past order and now receive the same discount I was originally awarded, but in the process I have wasted hours and energy to resolve a matter that shouldn't have escalated to such a level. If Jude hadn't hung up on me over the phone OR actually attempted to obtain a superior, I wouldn't have wasted all this time and energy. I'm slightly less agitated that the original discount is back into my account and being applied, but there was no consideration of how I've wasted several hours attempting to resolve this matter, and even now I am still upset about the whole ordeal. I had to email several executives, post on [redacted], and send emails to the customer support team in order to have my issue reviewed. Please understand that I am not trying to be difficult, I only expected something more than "sorry our customer service representative messed up. Here's your original discount that was already in your account, even though you had difficulty reaching us, spent hours trying to resolve this, and clearly angry about the bad experience."

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

Sincerely,

Business

Response:

Hello [redacted],I am sorry that you feel that this issue is not your fault. I have looked into this and reviewed the contacts between you and customer service. I can see that on July [redacted] you were provided with a service gesture discount of 20%. You were advised on the call that this discount was valid for 2 months with a maximum redemption of $50 and this discount has since expired. Normally once a discount has expired, we would not reapply it to the account.However for the inconvenience of the multiple contacts you have had with customer service, we have gone ahead and refunded you 20% on your order #[redacted]. Please allow 3 to 5 business days for the refund of $86.60 to appear on your [redacted] ending with [redacted].I can assure you that we will be following up internally in regards to your experience with customer service in this matter.Best Regards,CianGilt Service Supervisor

Review: Gilt has a promotion that when you refer someone and they make a purchase, they credit 25 dollars. I referred my significant other, and they are choosing not to honor the referral because he chose to sign up using an alternate email address that he prefers using for online shopping. It is using any excuse not to pay the 25 dollars. I have reached out to them several times on this issue but they are not interested in coming to a resolution. I brought them a new customer who had never even heard about Gilt before, so I find this to be incredibly cheap.Desired Settlement: I want them to honor the 25 dollar credit, and after all this hassle they probably should double the credit.

Business

Response:

Hi [redacted], I'm very sorry to hear you've had such a negative experience. I'd love to be able to resolve this for you, we should certainly honor your referral! If you'd like to email [redacted] with your email address and ask to be referred to Jamie or respond to this, I will get this sorted for you. Again, my apologies for any inconvenience caused! Best,JamieCustomer Service Supervisor

Review: I purchased two chairs from Gilt Groupe, via an online site. The chars were sold for $449 a piece, marked down from $810. I later found out, that the markdown was not a real markdown, but what they thought the comparable price of the chairs were. In addition to the $449 per chair I also paid $99.95 per chair for delivery charge. This made my total for the two chairs $1097.90.

The chairs were described as Custom Collection, Hand made, some assembly required. There was only photographs of the front of the chairs, and I assumed by assembly they meant, the legs needed to be screwed on.

Upon receiving the chairs, I had 9 pieces to assemble to create the chair pictured on their site. With both chairs, one of the arm pieces did not have the correct holes pre-cut through the fabric in order to properly assemble the chair. Because of this, I had to cut the holes myself, which might possibly cause issues in the future due to the fabric not being stapled around the hole. (The arm pieces that had this hole pre-cut in the fabric had staples holding the fabric in place around the cut hole.)

Despite of this, I continued to assemble the chairs, after completely assembling them, I noticed that both chairs had visible staples showing on the backrests where the fabric seams were. I contacted Gilt to let them know of my displeasure with the quality of the product, and asked for a return and refund. They said they were non-refundable unless there was damage or a manufacturing defect. I told them that the exposed staples were a manufacturing defect, and I would like to return them due to this issue, along with a list of other issues. They asked me to take photos and send them in to be evaluated by their customer service department. I took 9 photos, zoomed in on the defects, and listed what was wrong in eau picture.

The email I received back from them said they would discount the total purchase by $150, I told them this was unacceptable, I would only keep the chairs if I received a 50% discount, as I did not think the chairs were worth $400 a piece, but more like $200. (Where they got the comparable price of $800 I don't know) I said, if they were not able to discount them this much, I would just like to return them for a refund. We have since emailed back and forth 3 times, they have given me an offer of $200 off the total price of the purchase, which really is just taking off the shipping fee's. I told them I would not accept this, and again I would just like to return the chairs for a full refund. They have not responded to this request, and I am now having to take matters further to get a fair resolution to this problem.Desired Settlement: I would like to return the chairs, and receive a full refund of my purchase. If they do not want me to return the items, I will only keep them if they refund me 50% of my purchase price.

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 are allowing me to return the items for a full refund.

Sincerely,

Review: Dear Sir/Ma’am

Gilt.com online shopping can’t cancel order (Order ID: [redacted])

This is a mistake order so that I had sent an email for customer service on Nov. **.

Because of weekend I can’t contact them by phone anyway.

Still no one answer, so I have to send two more emails to them.

But I’ve got an email on Nov. ** from gilt customer service.

And they said that the stuff is in warehouse and ready to be shipped so can’t cancel order.

Finally, I got a shipment notice on Nov. **. And this stuff is not returnable as they mentioned.

I can’t understand why they are not to cancel an order before shipment.

I want to return the stuff without any charges and refund my money.

Best regards,

[redacted]Desired Settlement: I want to return the stuff without any charges and refund my money.

Business

Response:

Hi [redacted]Thank you for reaching out.Sincere apologies we were unable to cancel your order [redacted] before it shipped out from our warehouse.As advised previously we only have an extremely limited window after order submission within which we can make cancellations, the order then goes to the warehouse for packing and by that time we have no systematic ability to make cancellations.We did our very best to cancel the order which was submitted by you but this was unsuccessful and we shipped and fulfilled it as per your request when you confirmed the order at checkout.It was also clearly outlined at checkout and on the sale page of the item that it is strictly final sale and non returnable. As a one time exception in this instance we are happy to accept a return for a full refund on this order, you will receive the details of the return via email from our International shipping partners to your address [redacted] in the coming moments. Please note going forward we will be unable to make an exception of this nature again.Should you wish to cancel an order we will of course do all we can to get that cancelled for you as we did here, but should it ship out we will be unable to allow return on final sale items.We hope this helps!If we can be of further assistance please do not hesitate to reach back out.Warmest RegardsNiamh

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.further, ask for Gilt arrange free collect return stuff and shipping expensive.

Sincerely,

Review: I returned two items 1) jeans and 2) sweater. Both items were from the same order and returned together. I have called and emailed several times. After six interactions I was told indeed they found the item and a credit was on the way. I then had three other emails after being told the credit was on the way stating they still have not found the item. I returned both items. I am a doctor and have the highest integrity. I spend thousand of dollars at GILT. I am beyond frustrated.Desired Settlement: I want the full refund

Business

Response:

Hi [redacted], Upon review of your account I can that both items have now been processed. I have now manually refunded your account credit to your original form of payment, this can take up-to 3-5 business days to process back to your credit card on file. Kindest regards, Denis

Review: I placed an order at [redacted] Nov. But have not been shipped to me. I've contacted customer service in today, the agent told me this order is delayed. They can not determine the delivery times.Desired Settlement: Delivery of my order and compensation for my loss Update 1/*/15: This is not what I want. I want the product delivered to me as soon as possible. About the delivery delay, Gilt need to take responsibility and compensate for me.

Business

Response:

Hi there,I do want to sincerely apologize for any inconvenience, frustration and disappointment caused by this order and it's delivery. At Gilt, we are very focused on trying to bring the best shopping experience possible, including easiest and cheapest possible delivery, while still maintaining reliability and speed. After taking a look into your order, I can see that according to the tracking, the package was delivered as of today, is this correct? Please let us know, and rest assured that your experience has been noted, and passed along as feedback to the relevant parties. Kindest 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 put the order #[redacted] on Gilt during Black Friday sales, however, I still haven't received the products, and Gilt responded negatively to my problem. Due to some so-called "technical problems", one of the two packages of this order was delayed, and was finally shipped last month. During this period, I contacted them via email and live chat for many times, but they always told me that they would reach me by email as soon as there was an update for this order. Ridiculously, they never contacted me actively to give me update for this order at all.

Some days ago, they told me that this package has arrived in Hong Kong and was handled to local carrier on Jan *, but they failed to give me a tracking number for the local delivery, in this case, I don't even know whether the package has arrived in Hong Kong as they said, what if they are just cheating to comfort me? Their customer service agents keep responding to my inquiries in formative language, and I have fed up with their negative attitude.

Since there has been nearly two month since I put this order, I think it's reasonable for me to ask for a compensation or even a cash refund. They refused to all my requests, claiming that the package was still in transit, which I think unreliable because they can't even give me an available tracking number.Desired Settlement: Deliver the package in a week with a compensation or they can trace back the package and give me a full cash refund. I also need a sincere apology for all the time and energy I have wasted on this issue, as well as their negative attitude towards such a patient customer.

Business

Response:

Hi there,Firstly, I do want to sincerely apologize for the disappointment, inconvenience and frustration that this has caused. At Gilt, we do try to have the quickest, cheapest and most reliable delivery options available so that we may pass the savings on to you, the Member. Unfortunately, in some cases, it may not work out, and result in lost or severely delayed orders, unreliable tracking etc., and I am very sorry that this has happened. I have gone ahead and fully refunded you for this, and you should be able to see the refund be processed within the next several business days, as well as an email to confirm that a return has been completed. Again, I do sincerely apologize for the frustration that was caused, I can certainly assure you that this was not our intent, and that I have passed this along as feedback to the relevant teams and parties.Kindest 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 can feel your sincerity this time. My intention of filing a complain on Revdex.com was to urge Gilt to solve the problem actively, rather than to get a refund after such a long waiting. If what I want is a full cash refund, I could have directly contacted you earlier. Frankly, I don't want my two-month waiting to become nothing, I still look forward to receiving the two garments. I want to know if the refund has been processed or not. If not, I hope you continue to deliver this package with some appropriate compensation for me. If it's acceptable for you, I hope the package could arrive no later than January **.

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

Sincerely,

Business

Response:

Hi there, Considering that the package has still not updated in some time, and as you've stated, been in transit for two months, I do not believe that the item will be delivered unfortunately, even after the [redacted] of January.As such, the full refund for your order should be visible within the next day or two, and as a service gesture, I have added an Account Credit of $45.00 to your account.Kindest regards,[redacted]

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,