Gilt Groupe, Inc.

Review: Have repeatedly asked to not be notified by this company and still after 2 months receive notifications from this company. Their IT department doesn't seem to know how to handle this complaint after several conversations with them. I'm sick of getting notifications from them and the problem not being solved. I want my email removed from their website.Desired Settlement: Remove me from their notification list.

Business

Response:

Hi there,I sincerely apologise for the fact that this member is still receiving email notifications from our system. This is by no means a regular occurrence and once a member has been 'opted out' of receiving emails from us, the effect normally takes hold within 3-5 business days.I have escalated this to the appropriate team to ensure that the matter is resolved immediately and permanently. The member will stop receiving our emails within the next 3-5 business days at the very latest. Kind regards,[redacted],[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,

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,

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 placed an order with Gilt.com for a Modloft bed frame on Oct. [redacted]. The delivery window given was Nov. * to Nov. [redacted]. On Nov. [redacted], after not hearing from Gilt about shipment status, I called to confirm that the bed frame would in fact be delivered within the original window. I was told to give Gilt two business days to "escalate to the warehouse". After not hearing back within that time frame, I called back. A second customer service agent asked me to wait 5 more business days while she "checked with the merchandising team". I called back after 5 days when I did not hear back and was told that the order would be shipped via FedEx. This turned out to be false. The order was in fact not shipped until 11/** via a home delivery courier (XPO). I was told the order would arrive Monday so I stayed home from work only to have no one show up. On 11/** I was once again told that someone would contact me 12/* to schedule delivery for 12/*. After calling the courier, I discovered this was untrue and that I was given false information. I have yet to hear from anyone at Gilt with updated information and am still waiting for my order without an idea as to when I will be receiving it. I am beyond frustrated with the constant misinformation, and believe that this is some of the worst customer service I have ever experienced.Desired Settlement: I would like Gilt to both deliver my order and to credit me back my shipping charges to which they agreed but have yet to do. I would also like them to reimburse me or credit me $150.00 for my lost time and aggravation.

Business

Response:

Hi [redacted],Im so sorry this has been such a long process for you. When we spoke to XPO last on 11/** we were advised a sweep would be done for this order and that this would be done on 12/* at which time they would contact you to arrange delivery. I can see this did not happen until today 12/**. I have been in touch with [redacted] at XPO today who has advised me a delivery agent will reach out to you by the end of the day to schedule delivery.I have also gone ahead and refunded the shipping charge on this order as per the order notes.Im so sorry for any inconvenience caused.Regards,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:

While I appreciate you making an effort to make this right, after finally getting the shipment, I had to refuse it. The bed itself has a very noticeable scratch on one of the side rails. This is an expensive bed and I didn't expect it to have a major defect like that. Gilt has wasted well over a month of my time, caused me to miss two days of work, lied to me repeatedly, and caused me severe aggravation both dealing with your customer service agents and XPO, the shipping company. This is not how you treat long time customers, and I will never again do business with Gilt or any of your affiliates. I will also be telling anyone I know to stay as far away from your business as possible.

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

Sincerely,

Business

Response:

Hi [redacted], I do apologize for the condition your new bed arrived in, this should not have happened and we will be taking matter up with XPO in relation to this. I can see from the notations on your order that you were in contact with Our Customer Service team who have now processed a full refund for your order, Please allow 3-5 business days for the refund to go through.We really do appreciate the time you have taken to share these concerns with us and will ensure that they are shared with the relevant department.Warm regards,[redacted]Customer Service Supervisor

Review: I made an order from Gilt on Nov. [redacted], and after I made an order, I received an email with order confirmation # [redacted]. After about 15 mins later, I received another email from Gilt saying my order could not be processed due to incorrect information I provided at checkout and I will not be charged for this order. It happened several times before by providing incorrect payment information, and I was not desperate to buy the item, so I did not contact them back to re- provide the correct payment information.

However, I found out that Gilt has charged from my credit card last night so I contacted Gilt via email to ask them what happened. The first response from Gilt was saying that my first try did not go through but my second try went through. I replied them back that I did not make any second try. The email I received from Gilt saying my order could not be processed, has same order confirmation # I have, which means there was no second try. My order status on the item shows "Processing" still, and it usually appears like that even when the order has failed to go through due to the incorrect payment information since it happened several times before, and it has never charged me with the orders that failed to go through, but this time, they did charge me without any word. Gilt responded me again that what I see on my credit card statement is just a pending charge and not an actual charges, and Gilt also says that they have shipped the item already because the order was successful. Gilt said my order has failed to go through and all by sudden, it was successful so they shipped the item and charged me without asking me or noticing me. Also Gilt says that if I provide my bank information, they will request to the bank to remove the pending from my credit card statement. However, my bank says that it was an actual charge, no pending.

Please fix the issue for it is all on Gilt. I made an order, and received an order confirmation email with order #.

Later, I received an email from Gilt saying the order could not be processed due to the incorrect payment info and there won't be any charge with the order.

However, Gilt has charged me and took my money from my credit card without any word, and says it is just a pending, pre- authorised holding to make sure that there are sufficient funds in my account. But my bank says that it is not, but an actual charge.

Also Gilt says that they have shipped the item already.

I don't think such well known company like Gilt would do any fraud act. I believe that there was some mistakes they've made with the order.

I have all the email transactions and I am willing to provide it anytime.

Thank you,

Regards,

[redacted]Desired Settlement: The email I received after I received an order confirmation email from Gilt, it says that the order could not be processed and I won't be charged any with the order # [redacted]. But Gilt has charged me. Please fix it and do so as what Gilt says in the email.

Thank you,

Regards,

Business

Response:

Hi [redacted],I regret to hear that there was some confusion with your order. If an order goes into review due to a discrepancy with the payment, we do send an email to the member to advise that there was an issue with their payment and to contact us, we do not state that the order will be not be charged, as we would continue to attempt to authorize the payment.A pre-authorization hold can be placed on your account if the payment is authorized from your financial institution but we do not charge until an order has shipped. As your order has shipped, you would see the charge for that order on that date of shipment.As we never received any communication to advise that you wanted to cancel the order, we did not cancel the order.I’m sorry for any confusion regarding this. Let us know if we can clarify any further, you can reach us at [redacted].Thank you,[redacted],Customer Service Supervisor

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]

What Gilt responded me is not true because the email I received cleary states that I will not be charged with this order. Also I am hearing two different responses from the Gilt.Let me show the email I received which states that the order could not be accepted due to incorrect payment information and I won't be charged with the order.[redacted]

[redacted]You will not be charged for any items in this order. If you have any questions, please call ###-###-#### or email [redacted] Your Billing & Shipping InformationBilling Address: Shipping Address: Payment Method:[redacted]

[redacted]Your Order Summary[redacted]

[redacted].

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

Sincerely,

Business

Response:

Hi [redacted]Thank you for reaching back out.Sincere apologies for the confusion caused here.We have looked into this thoroughly and as advised previously, at checkout the order was essentially submitted twice. The first order submission payment was declined which was why you received the email stating you would not be charged. The second order submission was indeed successful which is why you were charged and it shipped out.We do appreciate this caused confusion on your end as the 2 different order numbers were not outlined and so we can completely understand why you were not expecting to see a charge or to receive your order. We have gone ahead now and created a return for you to send back the order to us for a full refund.You will receive details of this from Borderfree to your email address [redacted] in the coming moments. Apologies again for the inconvenience caused here.If we can be of further assistance please do not hesitate to reach back out.Warmest RegardsNiamhGilt 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]

Hello, the item with Order# [redacted] has been returned about 2 weeks ago and I received an email from Gilt that the return item has been received by Gilt. I still didn't get refund from Gilt but since it takes up to 2 weeks, I am waiting.Anyway, what I want to make it clear is, it was never a "confusion" but an undeniable mistake made by Gilt.If you see the attached files, the order number in the "order confirmation email" and "order cancellation email" and "your order has been shipped email" is all Order# [redacted]. Those 3 emails are all about the Order# [redacted].If two orders were made at checkout, there must be two different order confirmation numbers because each order has its own unique order number.The response I received from Gilt via email never made sense. According to the Gilt customer assistant, in Gilt system, it would show as the same order number but with Borderfree, it would be showing as 2 separate numbers (You can find the email from the attached file)Then why didn't Borderfree send me the different order number if Borderfree sees two separate order numbers? Why didn't they send me the cancelled order's order number?Because there was only one order and it was cancelled due to the incorrect payment I provided as the email says but Gilt accidently just shipped it out and charged me. Gilt customer assistant also said I "doubleclicked" at checkout and that is why two orders were made. But I order the sweater with my mobile phone. I did not doubleclicked anything, I just tabbed once to click the submit order button then it went through with the thank you message. And then I received the order confirmation email for Order# [redacted]. Gilt's "Two Orders Theory" never makes sense.Also Gilt customer assistant kept telling me that one of the two holding authorization in my bank statement will be removed, but there has been only one holding authorization from the Gilt order and it has been charged. I checked with my bank and it was crystal clear that there was never two holdings for this order.My order has been returned because Gilt sent me the return label and it took 8 days since I sent an email to the Gilt customer to fix their mistake. Also one more question, the order cancellation email says that my order was cancelled due to the incorrect payment information I provided at checkout. And I did not update the information. How did the incorrect payment information go through for the order and charged me? That is why I thought it was fraud at the first when I found out that I was charged for the Order# [redacted].I have been writing same thing over and over because Gilt is not clearly answering to my questions. It has been very stressful and depressing me. I feel so helpless and despised. How could you say that it was all on me by stating the word "confusion"? I was not confused with anything, everything was so clear that my order got cancelled due to the incorrect payment information I provided and there will be no charge with the Order# [redacted]. However, because Gilt got confused, they shipped out the cancelled order to me. I do want the truth.Thank you,[redacted]

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

Sincerely,

Review: I bought a Prada bag. It was a final sale. The bag arrived looking like something heavy has been sitting on it. There are creases, bubbles and a pinky sized pock mark on the bag. I took pictures and sent them in. I have been told the bag is on perfect condition despite the obvious bubbles, pock mark and creases. The advertised picture shows a very smooth bag. My bag is not smooth.Desired Settlement: I am willing to take a price adjustment or have the bag returned.

Business

Response:

Hi There, We have reviewed the pictures that have been sent to us and regretfully we are unable to depict any creases/issues on this bag.We will unfortunately be unable to accommodate your request of a return for refund or price reduction on this item.Our Quality Control team would have assessed the bag prior to shipment.I"m sorry that I cannot provide a more favorable response on this occasion. If there is anything else I can do to assist, please feel free to get in touch.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:

The creases and pock marks are as clear as day. Who else should I send the pictures to?

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:

I have never seen divots and bubbles on Prada bags. Not even at the Prada outlet. This bag is not in perfect condition and you should feel ashamed passing it off as in perfect condition.

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

Sincerely,

Business

Response:

Hi [redacted],We have reviewed this again for you and we cannot discern any differences between the item as it was shown on our sales page and from the pictures you have sent in to us. Based on this, we cannot facilitate for a return of this. I do apologize that I cannot assist you further on this. Áine Gilt Customer Service Supervisor

Review: When I took the Jacquie Aiche ring that I purchased out of the box, I was disappointed to see that there were multiple scratches on the gold backing of the stone. As a customer who has purchased items from Gilt by this designer and others before, I would have never expected this. On other listings of designer jewelry, any scratches or flaws are written out clearly in the description. However, these scratches were not written at all. Items described as “new” should not have these types of flaws; it is very misleading to the buyer.

I contacted customer service and provided photos of the scratches only to be told that the ring had never been worn and that the marks were “features” of the ring and that they were outlined on the sale page.

I have purchased items from Jacquie Aiche before and they are not made with those types of scratches, so even if they have never been worn or sold to anyone else, they must have had the damage done through handling at some point.

Upon close examination, the photo on the sale page shows slight scratches towards the bottom. However, this is extremely misleading as they are barely noticeable due to the glare in the picture compared to their physical appearance in person. Furthermore, I would have expected the scratches to be written in the description detailing the condition in the listing as is standard when there are imperfections on other designer jewelry.

I recently emailed two photos of the problem area that was not shown circled in red as well as the corresponding comparison with the screenshot of the sale page to customer service and have not yet received a response. The sale page does not display the actual number of scratches. Advertising an item to be in “new” condition does not accurately represent these imperfections as they were not clearly displayed or indicated in the description.Desired Settlement: As a premier member of Gilt who has had success with other purchases, I would be happy to accept a refund in the form of store credit, put this issue behind, and continue to be a loyal customer. However, if this problem cannot be resolved, I cannot imagine continuing to buy from a company that will not take responsibility for this type of misrepresentation.

Business

Response:

Hi [redacted]I have spoken to our Fine Jewellery department who have reviewed the pictures you have sent us and although they feel the tarnishes on this ring are shown on the sales page they have agreed to allow a return on this item for Gilt Credit.I will reach out shortly to you over email with details.Regards,John

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 $30 Jet.com voucher through Gilt, I received the code via email and it ended up being invalid. I have spent the past week in contact with both Gilt and Jet and each bounced me back to the other. I have filed a [redacted] claim against Gilt to get my money back and it is currently in progress. I was also told that Gilt would resolve the issue within 3-5 days and have received no further contact from them.Desired Settlement: Refund or a working voucher code.

Business

Response:

Hi [redacted], We escalated this issue to our Vendor Management team to attempt to resolve the issue with the invalid code. Our team were attempting to work this out with the vendor directly to ensure proper use of the voucher. As you have not received an update and it has been just over 5 days since this investigation was opened, we have gone ahead and refunded the voucher back to your [redacted] account. I am very sorry for any inconvenience caused by this issue! Best,JamieCustomer 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:

I received a response on here from Gilt City saying that my [redacted] account has been refunded, and also a an email saying a refund was processed. As of now there has been no money refunded to my [redacted] account (see attached screenshot), and the link in the email saying my refund was processed leads to a dead webpage (second attached image).

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

Sincerely,

Business

Response:

Hi [redacted], Hope you're well! We indeed accommodated your refund on 10/**. It is my understanding that refunds can take up to 30 days to show on your [redacted] account, we would advise reaching out to [redacted] to confirm those details as I assure you the order you placed has been refunded on our side. Feel free to reach out with any further issues or concerns. Thank you, Jamie,Customer Service Supervisor

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: Order #[redacted]

My order was placed on April *, with an estimated delivery date of April **, 2015. The order is still under 'processing' status because their vendor apparently hasn't been able to fulfill the order. I have been proactive about inquiring on the delivery status as I got close to the delivery date. Customer service sounded extremely confidant that I will get the product on time.

After more than 36 days since the order was placed, a $200 delivery charge, 6 email exchanges on the issue, a couple tweets and 2 phone calls, the vendor management team is still unable to resolve the issue.Desired Settlement: - deliver my order asap by actively sorting out the vendor issue

- credit the delivery fee because this customer experience is unacceptable

- if order absolutely cannot be fulfilled, cancel my order and provide me store credit equal to the delivery fee

Business

Response:

Hi There, We are sorry to hear that there has been issues with your recent order with us.Looking at the detail, I can see that since your order has been placed, it had been given an estimated delivery date up until 4/** and regretfully there has been some unforeseen delays getting the item shipped out to you. We have been working diligently with the vendor to get this item shipped out and delivered to you as soon as possible. Unfortunately at this time we do not have a confirmation as to when your sofa will arrive but it is something that we are working on every day and we will make sure we keep you updated on that.As the item is coming to you after our estimation we will of course look at suitable compensation for you for the delay and your experience and we will certainly circle back to it and discuss with you once you have received the item.Kindest regards, [redacted]

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 main issue still remains unresolved - the delivery of the originally placed order. Once I have a clear indication of what the resolution steps will be, I'll go ahead and accept a reasonable settlement.[redacted]

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

Sincerely,

Business

Response:

Hello [redacted],I can confirm we have escalated this issue to [redacted] and are doing everything in our power to expedite a response for you from the vendor. Again, I am extremely sorry for the delay in resolving this matter for you and look forward to being in contact as soon as possible with a resolution. Sincerely,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 ordered a cashemere sweater sweater (order [redacted]) and after wearing it once, the fabric has started to nap and wear. After contacting Gilt due to the lack of quality, they refused to refund me.Desired Settlement: Credit my account

Business

Response:

To Whom it May Concern,In relation to the order referenced, we advised the member we would not be able to accept a return as it had passed the 21 day return policy noting "Eligible item(s) must be returned or exchanged within 21 days of the item shipped date or as otherwise stated on the item return policy. Returned items must be unused, unworn, unwashed and undamaged. Please return items in their original packaging, including: hangers, plastic wrap, hang tags on garments, shoeboxes, dust bags and gift boxes." Our return policy can be viewed at: [redacted].We have made the exception for the member to return this sweater for Gilt account, outside of our return policy, and have emailed them with the return instructions. Kind 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 a very expensive designer bag (Valentino) from Gilt. It arrived damaged with missing stones. I called them and they refused to take it back. The reason they refused to take it back is

because I told them I did not like it. >>>> What does that have to do with it being damaged? I did not pay two and a half thousand dollars for a damaged bag when it was advertised clearly as BRAND NEW!!!!!!!!!

I called and wrote emails to the company and they were very curt in their reply "FINAL SALE" this is their ERROR!!!!!!!!!!!!Desired Settlement: I would like to return the bag and a refund to the credit card that I purchased it on be applied.

Business

Response:

Replied to Member in seperate email, allowing return.

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,

The customer service is truly awful! After speaking to numerous reps Only to repeat my issue and be told that "there was nothing they could help me with" in regards to a lost item I requested to speak to a manager. I was transferred to Anna after some refusal on the reps end. Anna promised to look into my item and return my call in 24 hours. I called a day later and Anna would not take my call I was not even out through to her voicemail! A week passed with efforts on my end trying to tea be Anna and she NEVER reached out to me with an update on my lost item. A month later and still no reply from them or Anna specifically about my purchase the worst customer service you could possibly experience. Incapable of helping customer and do not seem to care about customer service or follow ups.

Review: On or about Sept. *, 2014, I purchased a Gilt City voucher for a picnic basket from [redacted] on the Gilt City Los Angeles website. I wanted to purchase one (1) basket. I hit the order button then left my computer. When I returned, the Gilt City website was showing an error message instead of an order confirmation. So I returned to the previous page and checked "My Account" to see if the order had gone through. It had not. So I hit the order button again, and this time, the order went through.

On October **, 2014, I went to [redacted] to redeem my voucher and two vouchers showed up on my phone, and the price of two vouchers had been charged to my credit card. I used one voucher and called Gilt customer service the same day to request a refund since it was a billing and/or system error on the part of Gilt's web site. However, I was told this was not possible because it is no longer an active sale.

It is disingenuous and simply bad business practice to claim a company cannot refund a customer for the company's OWN billing and/or systems error. This is a clear case of duplicate billing due to no fault of the customer. In addition, the terms of this sale outline it is "one per member," so I could not use the second voucher even if I wanted to. Though I pointed these facts out to Gilt's customer service, no one would provide any help.

I have referred several friends and been a loyal Gilt client with no issues up to this point. And I understand people (and computers!) make mistakes. The true measure of a business is how it deals with those mistakes.Desired Settlement: Kindly issue a refund for the full amount of the second voucher back to my credit card for Gilt's billing error.

Business

Response:

Hi [redacted],

I do apologize that you are not satisfied with the outcome of our previous conversations. We never aspire for any member to have this experience. I can confidently assure you that we aim to be as lenient with our policy as we can and that if this sale was live, we would of course have issued a refund as an exception. However the sale was no longer live when you contacted us preventing us from refunding. The notes on the account indicate you first contacted us October [redacted] in relation to this whilst the orders were placed on September [redacted] and [redacted]. Within 24 hours of these orders being submitted you would have received two emails with two separate vouchers with two separate charges indicating two orders were submitted. If you had contacted us at this point of course we could have issued a refund.

I would like to emphasize that all Gilt City orders are strictly Final Sale and non returnable as advertised on our sale page. I have reviewed both orders in your account for you, the first order was submitted on Sep **, 2014 11:35 PM and the second order was Sep **, 2014 04:06 AM EDT. There was a large gap between this time frame indicating they were submitted at different times, once an order is submitted you receive confirmation of this through email 5 - 10 minutes. This would have been the case for both vouchers.

Although this voucher is limited to one per member and you cannot avail of the second voucher, you can change the name on the second voucher and issue this as a gift. If you wish to do so please let us know we would be happy to help.

I apologize sincerely for this outcome as I wish I had a more customer satisfying outcome for you. However I am happy to advise you can use your paid value.

Best,

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's response does not contain any new or helpful information, nor offer a reasonable resolution. I already stated in the original complaint that there was a lapse in time before I saw Gilt's website's error page since I stepped away from my desk. I was abroad in a different time zone, so the times (11:35 pm and 4 am) may be odd, but I checked "My Accounts" on the Gilt website and it showed the order had not gone through before I resubmitted the order. Again, this was a malfunction on Gilt's own website and simply stating that the same system that caused the error also sent confirmation emails does not absolve Gilt of responsibility. My Gmail account only shows one confirmation email but that is a complete red herring. It does not matter if I received one or 10 emails. I am not asking for "leniency" re: existing policies, but to correct Gilt's unauthorized and/or duplicate billing caused by its own website, as required by the Fair Credit Billing Act. Simply put: Gilt's system experienced at least two errors when I placed an order and double-charged my credit card. I notified the company of the error as soon as I became aware of it in accordance with FCBA, and claiming the error-prone system in question would have sent emails does not absolve Gilt of its legal responsibility to conform with FCBA. A quick search reveals I am not the only consumer frustrated by Gilt's stringent and nonsensical policies, so I will likely dispute with my credit card (which I'm well within the time frame to do) and file a complaint with the FTC as well.

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]

I just logged in to review my Gilt account and do not see any account credit. Kindly advise when I may expect to see the $25 credit posted to my account.

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

Sincerely,

Business

Response:

Hello [redacted],

The account credit was applied as a courtesy gesture on November **, 2014 but regrettably it was then removed as a credit card dispute was filed for the original charge. Per our Order Management department "The store credit was removed from the account until the dispute is either dropped by the member or closed in the merchants favor." Unfortunately customer service is unable to assist once there is an ongoing credit card dispute as all interactions must go through the involved parties i.e our Order Management department and your credit card company. If you decide not to pursue the dispute Customer Service would be more than happy to re-issue this credit. However currently as the dispute is ongoing we cannot. We apologize for any inconvenience this may cause.

Kind regards,

Review: I ordered a service from Gilt City on their web site, Gilt City Miami. The service was workout classes ( 3 orders for a total of 9 classes) for Barrys Bootcamp Miami. The total transaction amount was for $162.00. When I went to Barrys Bootcamp Miami they would not honor the classes claiming I had been there before and it was only for first time customers. Barrys Bootcamp would not allow me to take the classes and they would not refund my money saying that I had to get the refund from Gilt City. When I contacted Gilt City they said they will not refund me because they had already paid Barrys Bootcamp and that they should either refund me or allow me to take the classes. Neither business will refund me and I am out of $162.00 .Desired Settlement: I want Gilt to refund my credit card in the amount of the purchase which as $162.00 in total

Business

Response:

Member has been contacted via private mail and has been refunded.

Review: On Monday, September **, 2013 I booked a room at the [redacted] using [redacted] (reservation #[redacted]). Prior to booking [redacted] on [redacted] website, I called [redacted] to make sure of two things (1) that had a TV in the guest rooms; and (2) that [redacted] were channels available either in the guest rooms or elsewhere in the hotel. If they answered "no" to either question, I would not have stayed at the hotel. I understand TV channels may not be the most important feature of a hotel room to most people, but I needed to watch my brother play football on national TV the weekend of my reservation (October **, 2013). As a second-string player on a [redacted] team, this might have been the only televised game that my brother ever plays in--thus it was vital to me to watch his game on either [redacted] or [redacted]--a point I made clear to [redacted] BEFORE I made my reservation. [redacted] assured me they had both [redacted] and [redacted], in guest rooms and in the public areas of the hotel.

Come October **, 2013, neither [redacted] nor [redacted] was available in either the guest rooms or public areas of the hotel. In addition to my phone inquiry, [redacted] clearly represented both [redacted] and [redacted] were available on a piece of paper in my guest room--the "Channel Selection Guide" listed [redacted] on channel 12 and [redacted] on channel 31. After I complained, [redacted] informed me that as part of their cable deal, they had to "blackout" [redacted] and [redacted] during certain times. Oddly, none of the neighboring hotels had this restriction. Absent this blatant false advertising, I would not have stayed at [redacted]; I would have simply stayed at any of the neighboring hotels that actually had the channels.

Please note that I have to file this complaint against [redacted] instead of the [redacted] hotel directly, because [redacted] was the final merchant who charged my VISA credit card. As such, [redacted] has a responsibility to ensure its vendors' products/services are not advertised in a deceptive manner or sold by means of fraud. Also note that I have made four other similar hotel reservations on [redacted], dating back to 2011 without any incident. I mention this fact because I want to make it clear that I am only filing this complaint due to the disastrous consequence of [redacted]'s false advertising--I would not complain if I had not been forced to miss a good portion of a once-in-a-lifetime event.Desired Settlement: [redacted] needs to issue a refund on my credit card for $583, or at minimum offer a credit for that amount to be used on future [redacted]/Gilt purchases.

Business

Response:

Hello,

Review: I purchased a pair of heels for $500 that were advertised to be Saint Laurent high heels. I wore them a total of 4 times and the plastic covering on the tip of each shoe suddenly came off revealing just metal. This caused me to slip and fall. There is no way these shoes were manufactured by the company advertised. I'm concerned that I have been the victim of a fraud.Desired Settlement: I want this company investigated. I have purchased many expensive items which I now fear are not authentic. I want these heels repaired and I want confirmation that this item is authentic.

Business

Response:

Hi [redacted],I'm very sorry to hear of the negative experience you've recently had with us! This is of course not the experience we want out members to have.The reason we would not accept a return or cover the costs of repair for this particular purchase is that we have a 21 day return window policy, and as these were purchased back in June, it is difficult for us to gauge natural wear and tear. In this instance however, we'd be happy to make an exception to our policy to facilitate a return of this pair for a refund of account credits to spend on our site.We completely stand-by the guarantee that every item is the authentic label it promises to be. We deal with designers and independent partners directly to ensure all products are the authentic brand as advertised.Please advise if you'd like us to reactivate your account so we can facilitate this return. I have notated your account with the details. Let us know if we can help in any other way or address any further concerns.Thank you very much,Jamie,Customer Service Supervisor

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 do not believe that this product is authentic. These shoes were worn on only FOUR occasions. The tip of both heels came off on the 4th day. This left EXPOSED metal. When I arrived at my hospital and walked into the ER the metal on linoleum caused me to take a hard fall. Am I expected to believe that a $500. pair of designer shoes would fall apart like that? I have purchased thousands of dollars worth of goods from this company and now I do not believe that any of these items are authentic. I need real proof that what I have purchased is authentic and if it is authentic I want a reasonable refund to be used to have them professionally repaired. [redacted]

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:This could have been resolved if GILT had agreed to provide me with proof of authenticity which it has REFUSED TO DO. Consequently it should be very clear to consumers and the New York Revdex.com that there has been a fraud. Please tell me what the next steps will be after all the NYRevdex.com should protect consumers from being cheated by companies like GILT.[redacted]

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

Sincerely,

Business

Response:

Hi There,We are regretfully unable to provide proof of authenticity for shoes I do apologize for any inconvenience. As previously advised we'd be happy to make an exception to our policy to facilitate a return of this pair for a refund of account credits to spend on our site.We completely stand-by the guarantee that every item is the authentic label it promises to be.Kind RegardsDenisCustomer Service Supervisor

Review: I have ordered a bed from Gilt.com on March ** and it was delivered to us about a month later but it was damaged. Then it was taken back and a replacement was ordered. The problem is that since May we've been constantly told how the bed will be delivered. We were promised three different delivery dates, while they were holding our money ever since March. Gilt has repeatedly failed to inform us about the troubles they have with their vendor until we contacted them.Desired Settlement: I would like to have my money back.

Business

Response:

Hello [redacted]We are very sorry for the delay in delivering the replacement order. We have escalated your request into urgent status to cancel the replacement and will be back in contact with you promptly as soon as we have a response from the vendor. Sincerely,Gilt Customer Service

Review: I have had several experiences with Gilt delivering past due of the promise date. The time frame of delivery is well-advertised on each item prior to making the final purchase. There has been several times that they did not meet the time frame they advertised/promised. With this particular case, on 5/*/15, I ordered three items based on the delivery period shown on the website (6/**/15-6/**/15) because my husband and I have a trip to Europe planned beginning 6/**/15 till 7/*/15. On 6/**/15, I was getting anxious that the items still hasn't shipped according to the website so I contacted their customer service via email and expressed my urgency to let them know I needed those items by 6/**/15 as promised. They responded back to me that same day guaranteeing that they would get to me by 6/**/15. However, on 6/**/15, when I checked the website to track my items, the delivery dates then said, 6/**-6/**/15, which made me extremely unhappy and upset. I emailed the customer service again, expressing my discontent and wanting a response but it's been over two business days and I still have not heard back from them as of now. (I even sent another email letting them know that I would file a complaint with Revdex.com if I do not hear from them for another day).

Now I can't take those specific items that I planned to take on my trip plus I ordered those way in advance (May [redacted] for goodness sake!).

This is an on-going problem and it's terrible that they hadn't even taken the time to respond to me. (For other issues, they always respond within 24 business hours)Desired Settlement: I want an apology plus a full refund for the late arrivals. $87.92 plus shipping.

Business

Response:

Hi There,We are sorry to hear that there has been issues with your recent order with us.Looking at the detail, I can see that when the order was placed, it had been given an estimated delivery date up until 6/**/15, please note that these dates are estimated. I can confirm that this was delivered as of today, 6/**/2015. Due to the delay on this, we did issue a refund of the shipping costs. I can also see that we did advise that these items could be returned for a full refund to the original method of payment. I do sincerely apologize that this order was delayed in being sent out, however, we cannot issue a full refund for these without the items being sent back to us as a return.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:

I do not understand how a business can try to build credibility with its customers by making a statement such as 'delivery period is just an "estimate"' when it is usually so far in advance, in this case longer than a month and a half out. Then to turn it around and say, oh by the way, it was delivered only a day late, when it has been clearly indicated that I had already left the my house before the delivery. You can track where I am submitting my responses to see where I currently am, if you believe I am being dishonest just to get "free items". I honestly don't care if I get the $90 back or not; I want the business to quit making excuses for their inaccurate and false information they freely advertise. If the response from the business had included a reflective statement for improvement even remotely, it would have been more acceptable possibly. You will continue to lose your customers to other similar businesses with such an attitude. You lost a valuable customer forever.

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

Sincerely,

Review: On May **, 2015 I placed an order through GILT.COM for $292.00. On June **, 2015, I returned the entire order for 5 dresses to GILT.COM, and expected in good faith a FULL refund of the $292.00. However, to my surprise, the company ONLY REFUNDED one dress, in the amount of $58.70. I need a full refund. Any and ALL attempts to contact regarding this issue has not been resolved, and I am only given the run around, to keep waiting for a refund. The merchandise was recieved in the GILT.COM warehouse on June **, 2015. and still NO refund except for ONE DRESS. I returned 5 dresses for a total of $292.00. I expect a full refund for returning items in good faith. This is against the law.Desired Settlement: On May **, 2015 I placed an order through GILT.COM for $292.00. On June **, 2015, I returned the entire order for 5 dresses to GILT.COM, and expected in good faith a FULL refund of the $292.00. However, to my surprise, the company ONLY REFUNDED one dress, in the amount of $58.70. I need a full refund. Any and ALL attempts to contact regarding this issue has not been resolved, and I am only given the run around, to keep waiting for a refund. The merchandise was recieved in the GILT.COM warehouse on June **, 2015. and still NO refund except for ONE DRESS. I returned 5 dresses for a total of $292.00. I expect a full refund for returning items in good faith. This is against the law.

Business

Response:

Due to the issues that have occurred with this order, I have refunded the entire balance of the order to the original form of payment. Should the member have any further enquiries, they are welcome to contact us. Warm regards[redacted]

Review: There was a sale advertised for a Starbucks gift card to begin at noon EST on December *, 2013. I literally clicked to the site within 4.7 seconds after noon when the sale opened and learned the cards had sold out. I contacted the [redacted] and was informed they are very popular and sold within seconds. The only problem with this explanation is I researched further and learned there was a pre sale of this item which was not available to the public which began at 11:00 EST. Why advertise a product through Starbucks the day before and get people interested only to learn there really isn't a product.Desired Settlement: I would like to see them be forced to honor their commitment and also fined as this is the second straight year they have done such advertising

Business

Response:

Hello,

Gilt partnered with Starbucks to sell 1,000 limited-edition

Starbucks rose-gold-hued metal cards. Similar to last year's sale, the

card price was $450 and came pre-loaded with $400 of Starbucks credit as

well as automatic Gold-level status for one year in the My Starbucks

Reward program.