Gilt Groupe, Inc.

Review: Two times I've had issues with Gilt honoring their service agreement. The 1st instance the voucher ([redacted]) agreement stated "Subscription will end after one month; you will not be opted in for auto-enrollment " however I was auto enrolled and my credit card was charged multiple times for shipments of wine from Wineawesomeness. I did not authorize these orders or charges. I was advised by Gilt to contact the vendor though my service agreement was with Gilt (Giltcity). The 2nd instance was when I tried to redeem 2 vouchers (order #s [redacted] & [redacted]). I realized my voucher was expiring on the [redacted] of August and tried to redeem my voucher. The merchant claimed services can not be rendered after the redeem date though that is not stated on the voucher. The voucher simply says to make reservations for the desired services: "To schedule your appointment, please call York Spa at [redacted]". I attempted to schedule an appointment day of but there wasn't any availablity and the merchant refused to honor reservations for fututre appointments. I contacted Gilt (Giltcity) and was informed again that I should contact the merchant.

Business

Response:

Hello,

Thank you for contacting Gilt City.

We are sorry to hear that you were having issues when dealing with Wine awesomeness. In this instance you would need to reach out directly to the company who charged your Card, with the details of the charges you did not authorize.

Unfortunately, we cannot make the exception to grant a refund for your York Spa vouchers, as they are final sale, which was stated on the product detail page and at checkout at the time of purchase. If you have reached out to the Spa and they will not honor the Vouchers for retaill goods and services equal to the value for which they were originally purchased please do not hesitate to contact us again and we would be happy to reach out to the Spa on your behalf.

Your 60-Minute Massage Voucher/40-Minute Body Scrub

May be used to obtain the discount stated on the Voucher during the promotional period stated on the Voucher.

•After that time and for a period of five (5) years from the date of issue, the Voucher may be redeemed with the Vendor for retail goods and services equal to the value for which it was originally purchased.

•Is not redeemable for cash (in whole or in part) except as required by law.

•May not be combined with any other offer, promotion, coupon or discount or certificate and must be used in a single visit.

•Shall be governed by the law of the state where the Vendor interaction with the customer occurs. Purchase Price of Voucher $52(36% off)

You can find out more about our return policy here: http[redacted].

We sincerely apologize for the inconvenience.

Best Wishes,

Gilt City Customer Support

Review: I purchased a "Design your Dozen" Blueprint deal on Gilt-City. The advertisement on Gilt City's website says in part, "Choose your favorite blends of BluePrint’s celebrated juices with a 12-pack sampler. You can enjoy two of each flavor, or mix and match with two existing six-packs of varietals like the Green Juice, Arugula Kale, Chard Basil, Coffee Cashew, Cashew Vanilla, Spicy Apple and more. . .Valid for any combination of juices up to $130 value."

When I went to use the voucher, however, I learned that Blueprint, does not allow customers to "design" sample packs of their juices or to buy "two of each flavor." Instead, customers that want to choose the flavors of their juices must purchase six-packs the include just one type of juice, or purchase a cleanse (in which you can't choose any of the juices). I purchased this deal because my husband and I wanted a variety of Blueprint juices (the ones we personally enjoy). I have contacted Gilt about this several times, however, they continue to tell me that the purchase was final sale and they will not issue a refund.Desired Settlement: I would like a refund to my credit card. Gilt has offered a refund to store credit, however, I almost never shop at Gilt (and am even less inclined to after this incident). I would like the refund back on my card.

Business

Response:

Hi [redacted],Our vendor management team have advised that the offer was for a 2 day option or 2 6 packs of the alternate flavours stated. The sales page was not stated that the sampler pack includes 2 of each flavour.This offer is final sale and non returnable. As this voucher was purchased over 2 months ago we would not be in a position to issue a refund to your credit for this offer, however we can make a major exception on your account to refund to account credit only. If you would like to proceed with this offer of account credit refund please reach out to us.Kindest regards,

Review: Gilt.com has a policy that coerces people to shopping on their website. When you buy something and return it, they do not refund your money back but rather keep them as a credit to force you to shop again. I have returned SIX (6) of my last purchases, and frankly speaking do not feel like shopping there anymore. I want them to refund everything they have into a credit card or if this is impossible to mail me a check.Desired Settlement: I want them to refund everything they have into a credit card or if this is impossible to mail me a check.

Business

Response:

Hello [redacted], I hope you are well. I have looked into this and I can see that you currently have no account credits on your account, all the account credits that you had have been spent on other orders. In regards to your return currently on its way back to us, as it was paid with account credits, we can only refund back to account credits once it arrives back in our warehouse. Best Regards,Cian

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory ONLY on condition if they refund everything to me.

Sincerely,

Review: I bought a Gilt City (Chicago) for Bottlefork back in October 2015. Since October, I have been trying to call to schedule a reservation as mentioned in the conditions of the voucher (you need to make reservation in order to use the voucher). The business NEVER NEVER answers the phone and they don't have a voicemail. I feel they are doing this on purpose for it to expire.Desired Settlement: I would like a refund for this order since it has been really difficult/almost impossible to contact them.

Business

Response:

Hi There, I have reviewed your account and can see from the notations on your account that there is currently a dispute on your credit card in regards to this purchase.Regretfully when a dispute is opened we are unable to assist you further in regards to your inquiry, we would advise you to reach out to your credit company. Kindest regards,

Review: I am a consumer from China.I was shopping in the GILT web site.([redacted])My order number is # [redacted],(The order time:11/**/14)The goods doesn't be sent out, I also browse the GILT website, this goods is in stock now. Nearly two months I had placed the order, and I also have many communication with GILT CS,They always say there is no goods.I hope to receive the goods.Thank you.Desired Settlement: To give explanation and the delivery.

Business

Response:

To whom this may concern,With reference to order #[redacted] we can see that this customer who purchased with us was in contact with our customer service team today to request an update. I can see that the order has experienced unforeseen delays in shipment that we could unfortunately not predict when the originally estimated delivery date was provided. Our shipping partner ACE who has possession of this package currently has advised this will be delivered to customer within the next 10-14 days.Once again Gilt would like to sincerely apologise for this inconvenience. With 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.But because many times before communication with gilt result is not good, if I do not receive the goods after 10-14 days, I will continue to complain , so please keep the complaint until I received the goods.Thank you.

Sincerely,

Review: On March ** I purchased an outdoor furniture set for $1482.95. I was told at the time of the order that my merchandise would arrive between April ** and April **, which was less than 30 days. On or about May*, I contacted the company to find out what was going on. I was told there was a production issue and my merchandise would ship no later than May **. I was not given any option to cancel, even though the FTC 30 day rule would seem to apply here. The merchandise did not arrive as promised. On July *, (104 days after ordering) I got a call from shipping company saying the merchandise was ready to be delivered. I told them I would no longer accept delivery. I contacted Gilt Groupe and asked for my money back. I was told no "hope that you have a more pleasurable experience in future". My credit card was charged on June **.Desired Settlement: I want my money refunded and want Gilt Group to have to follow FTC rules regarding late merchandise and disclose when merchandise is "not in stock". I would have never purchased Spring furniture from Gilt if I knew I would not have had use of it until mid July.

Business

Response:

We have looked into the tracking for [redacted] Pearl River Modern CA Granada Outdoor Sectional Set and it does appear that the item was delayed but is ready for delivery now. The Home Direct tracking shows that a call was made on Friday to attempt to schedule delivery. Since [redacted] has stated that he is unwilling to accept the order now that it has been so delayed he should direct Home Direct when they call that he is not accepting delivery as stated. Once the tracking shows that the order is being returned to Gilt and will not be delivered we would be happy to refund [redacted] all charges.

Regards

Gilt Groupe

Consumer

Response:

Gilt Groupe's response is acceptable. Please close the complaint.

Review: Six months after purchase the above item stopped working. Period. Treated it as a lamp: turned it on and off. That's it. On calling to complain they simply said it was purchased too long ago and offered their - apparently standard - $10 credit. Why on EARTH would I buy something ELSE from them? I'm sorry, but six months is simply too short a time for a lamp to stop working. Was it used? Refurbed? Cheap? Don't know, do know I expect more. Based on all the reviews I now read, this is their modus operandi. I think from the EXTENSIVE number of UNRESOLVED complaints their lack of caring about their customers and their disinterest in repeat business is apparent. This is a one-and-done business and should [redacted] be put OUT of business. If you can help, great but I'm positive this will receive the same deaf ear as all complaints do.Desired Settlement: I will need to replace the lamp so a refund is the only thing that will work. Thanks for any attempt made.

Business

Response:

Hello [redacted],We are sorry with your dissatisfaction regarding the lamp we are unable to accept a return for that was purchased in December 2014.As per our return policy, the brand new lamp was final sale and non-returnable, which was stated on the sale page before the purchase was made. In addition our return policy states, "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."Sincerely,Gilt Service

Review: I purchased a 3 piece cashmere travel set (blanket, neck pillow, eye mask). Upon opening the received package, I noted that despite the packing slip listing "3 pieces," only the neck pillow had been delivered. I immediately emailed Gilt. This was before business hours, but by close of day I had no response and engaged in LiveChat with Gilt Customer Service. I was informed that, though Gilt was the party in error, they would not exchange the incomplete order for a full-set in another color (since shipping out my incomplete set, they have conveniently "sold out" of that color). If I wanted the correct set, in an alternative color, I would have to purchase another set and return the neck pillow to receive a proper refund on my original order. I'm not sure why the burden is on me, when they, admittedly, were in error. Additionally, it is unethical for them to keep my purchase funds when they did not provide the goods as advertised. Through repeat interactions with Customer Service, it was acknowledged that this is a known issue in their process and procedures, which they "are investigating" for improvement, but could not assist me at this time. I would like either a full refund immediately, or the delivery of a full set in Navy Melange or Deep Sea Melange, without my having to reorder the products. Upon receipt of either option, I will be happy to return the incomplete order.Desired Settlement: I would like either a full refund immediately, or the delivery of a full set in Navy Melange or Deep Sea Melange, without my having to reorder the products. Upon receipt of either option, I will be happy to return the incomplete order.

Business

Response:

Hi [redacted],I apologize for the issues concerning your order for the Magaschoni Cashmere Cashmere Travel Set. While we cannot reship the replacements to you we have advised we will take a full return on this set for you. We cannot reship replacements as we cannot facilitate for this request through our systems and we are currently out of stock. If you wish we can issue you a partial refund should you be interested tin keeping this item. If you wish to return the product the return slip is in your account. I apologize for this error caused.Best,[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]

Hi [redacted],your response is patently false. When I engaged your customer service team with the reasonable request of fulfilling my order, I was in accurately informed you were "out of stock." Not the case--sets were freely available on your website in other colors. I advised [redacted] that I would gladly take either Navy Melange or Deep Sea Melange. So your company has essentially lied to me multiple times about the options avilable to me as a customer who has paid in full for the item advertised. I will accept nothing less than either:-the full set I purchased-a full refundyour customer service and policies are abhorrent and I truly question how your founders out themselves forward as examples of good business people and start-up founders. They should be ashamed of themselves. -[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:

[Your Answer Here]

Hi [redacted],Thank you for at least attempting a thorough response, though I do find problems with it."As you have previously been advised, we cannot send out a replacement set. The reason for this is that once an order has been dispatched from the warehouse, the order is then considered "fulfilled" and another item cannot be sent under that order number. While I do understand that it is not in your best interest to essentially be double charged for an issue that was not your fault, however, I can assure you that once we see movement on the return, I will manually pre-process the refund back for you.I can also assure you that we did not mean to have this item as falsely advertised, as this was the condition that we have received the package in, which was sent out without being interfered with. I have also gone over the returns for this item, and can see that there is no previous issues with receiving the full set, as this is a once off issue. "Since you can apparently offer manual work-arounds for other system issues, i.e. processing a refund, I'm not actually convinced it is impossible to to override your systems "fulfilled" status in case of an issue. It is certainly not in my best interest to pay twice for an issue that is, at heart, Gilt's fault. If you can in fact manually process refunds, please refund the 2/3 of my money that you are holding without cause, as previously requested many times. At that show of good faith on your side (though calling it good faith MAY be overstating given how ridiculous this entire arduous process has been), I will happily return the 1/3 that you sent me. I believe I've stated several times that I will give Gilt no more money, so paying for another order at the "promise" of a refund is not a palatable option. I was very flexible regarding an outright exchange, as just about any company would execute in these circumstances, but Gilt has failed to be similarly flexible in any way that counts.You received the package and don't review your merchandise? As a vendor, how could you recoup losses on shipments and avoid sending out damaged goods if you conduct no inventory review? Also, the single item was in a clear plastic sleeve, so anyone with working eyes and/or hands would be able to easily determine it was not a 3 piece set. Forgive me for not taking you at your word, but it hasn't proven true before so I'm not sure how I can reasonably expect it would do so now.

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

Sincerely,

Business

Response:

Hello, We apologize that you feel that we did not adequately resolve your issue. As outlined by my colleagues, we will not be issuing a partial refund for this order. To accommodate you on this occasion we can issue the refund manually once we see movement on the return tracking. We do not typically issue refunds at this stage as item need to be checked into our inventory first of all but we can allow an exception under the circumstances. If you like, you can wait until this stage before submitting the order for the item in your cart.To reiterate, regrettably we will not be issuing a partial refund for the items and we cannot send out a replacement set. We are more than happy to accept a return for a full refund, no return and restocking fee, back to your original form of payment but unfortunately your request for a partial refund is not possible. *Please let us know how you would like to proceed.With regards,[redacted]Gilt Customer Service

Review: Hi,I'm writing to search help from you because of the “cheating” policy of the gilt group.The details are as follows:About one month ago,I successfully recommend to my friends went to their website shopping,and I was rewarded with $30,but they do not give me the credits at the begining,after I contacted with their customer support,they applied the credits to my account,then I placed one order using the credits to pay part of the amount,but soon after they cancelled it without any explanations except that they said it's due to my self referral,I asked them their reasons,they said it's because of the same billing information,okay,I accepted this,but I do confirm that my friend was in use of the account,for convenience,we using the same payment method,I accepted their explanation for this issue.But later I invited my other friends to shop with them and at this time my account was automatically applied with $30 credits,so I placed my order which number is #[redacted] cotaining the item "Chelsey Imports Stripes And Solid Scarf",I could see it was prepared for shipment after one day but still not shipped in the next day,so I contacted their customer support to see if there's anything wrong,but they told me it will be shipped no later this week,but the next business day,I've received their email that they have cancelled the order I placed with the same reason of self referral which against their items and conditions.How could they do this,I just feel being cheated by them of the referral award policy.With the first experience,I don't use the same payment method with my friends in order to make it clear that the users of the accounts are different, but finally they cancelled it the same as the first time that I use the credits they award to placed the order,and the same explanation as usual,I have reasons to believe that their policy is not real,and they are theating cusomters,it's a serious problem for a business to do this.Everytime I search help from their customer support,they just say they could do nothing on the issue and asking me contack their order management team for it.unfortunately,the order management team do not pleased to solve the problem.They should reopened my friends' account but they do not.So I'm writing to you to search help.thanks so much.Desired Settlement: they cancelled the order without returning the credits back to my account and clsoed my friends' account,they should reopen my friends' account and refund the credits back to my account and need to apologize for the bad things they've done.

Business

Response:

Hi there,

This member is currently being investigated by our Order Management team due to several contraventions of our terms of service: http://www.gilt.com/company/termsOfUse

They are currently still running this investigation and all of the correct procedures will be followed on matters such as this.

Best 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]

One of my friends contacted their order management team to help explain the fact and finally they reactived his account.I think they've admitted that they‘re wrong,isn't it enough?I think they do got the detail information they need,right?But they still not refund the credits I deserve,according to this,I have reasons to believe that they do not want to reward at all.The reward policy is also not real.I hope they could give back the credits as their advertisement and process my order soon.thx

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

Sincerely,

Business

Response:

This complaint has already been dealt with

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]

Not actually,the business do not make the refund.

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

Sincerely,

Review: The boots I recently purchased (sold for $260 until a couple days ago, now selling for $199):

They looked okay and I was looking for a winter suede boot. Material mentioned as "suede". Unfortunately, it's not. They have a strong plastic smell and the leather backing is cloth (unmistakable signs of fake suede). The lining is fake leather as well. They are extremely lightweight and the finishing is sloppy. No labels on materials (uppers/lining/sole), as is usually the case with "quality" shoes.

I asked GIlt about it. They said they will have to ask the maker. Turns out, Gilt IS the brand owner of McCarren & Sons: [redacted]

Several days later, no response. I returned them, of course. Gilt declined to refund and only gave me Gilt credit.Desired Settlement: Full credit card refund for the transaction in question, including return shipping. Clearly mark the material on their web sites as "FAKE (FAUX) SUEDE", not "SUEDE", thus misguiding buyers.

Business

Response:

To whom it may concern,

Review: I found a rug at gilt.com for $169 plus the cost of shipping. I purchased the rug and was sent a confirmation email and order number. The next day I revived an email that said they were unable to fulfill the order because of lack of inventory. They gave me a $25 credit. I went back to the site and found the rug was listed under another advertisement for $665. I then emailed them and asked them to honor my original order because they did have the rug in stock and they replied that I should buy it at the increased price.Desired Settlement: I would like them to honor my original order considering that they stated the reason for not filling the order was inventory but they in fact have the rug available.

Business

Response:

To whom this may concern,

Review: I placed an order for $329 on 10/**/15 through Gilt. ($125.16 was an account credit I used, $203.84 was charged to my credit card). I wrote on 10[redacted]/15 to cancel the order. My order shipped within the following few days and arrived several days later. I wrote again to Gilt to let them know I had written to cancel this order and asked that they send me a shipping label for me to return the item and refund my money. I first received a response back from Gilt Customer Service on 10/**/15. They said they never received my email requesting the cancellation. I sent them a screen shot along with a PDF. They have agreed to take back the item, but will not refund my purchase back to my credit card and are instead forcing me to take account credit for the $329. I obviously do not wish to conduct business with an organization who would force their consumer to pay for their oversight. I have had multiple correspondences with Gilt Customer Service and they refuse to issue my card the refund.Desired Settlement: I would like the $329 credited back to my Discover Card. I do not wish to have an account credit with this business as I will not be making any purchases from Gilt in the future.

Business

Response:

Hi [redacted],Thank you for shopping with Gilt.I'm so sorry to hear of the issues surrounding this order. I have reviewed your account and as a valued customer, I would be happy to make an exception to allow to return this to us for a cash refund. I have created a return authorization label for you. Please visit https://www.gilt.com/account/return and we will prompt you to print a complimentary USPS return shipping labelPlease note that we can only refund back to your original form of payment. In this instance you'll receive a refund of $195.89 back to your Discover ending with 9756 and $125.16 back to your account credits one the scarf has been returned and processed back at our warehouse. The return shipping fee of $7.95 will be deducted from your refund.You can find out more about our return policy here: [redacted].I hope this helps!Yours in style,JessicaNoir Customer Service SpecialistFurther assistance needed? Join us in Live Chat [redacted]

Review: Gilt Groupe sold us an outdoor set of furniture. It shipped very late - over a month after we ordered it. When it arrived, all pieces were broken in the boxes. Gilt then took a long time to respond to our complaints and finally shipped replacements for the broken items. Unfortunately every replacement piece was broken as well. The set is obviously defective and no one is conducting any quality control before packages are shipped.Desired Settlement: A full refund needs to be provided and Gilt needs to come and pick up the boxes of furniture from our home.

Business

Response:

Hi [redacted], I do apologize for these issues arising with your recent order. Regretfully I am unable to discuss this order with you due to security reasons we are unable to disclose any information with you. The account holder will have to make contact with us here is customer support to authorize you on the account once this is done we will be gladly assist you further with this inquiry.Kindest regards,

Review: Advertisement regarding cosmetic filler shows pictures of [redacted] (with whom I have no issue-I'm just qualifying who the doctor is in case you need to know who the service provider would have been )and uses his name and office as if he were the one doing the injections.

Come to find out after purchasing the promotion via Gilt City and spending close to $400, that when you make the appointment, you find out it is actually a nurse practitioner who will do the injections.The voucher when printed out makes no reference whatsoever to a nurse practioner being the injector.

Gilt City refused to provide a refund despite the dubious marketing tactics. When I spoke to 3 different representatives and then asked to speak to a supervisor's supervisor to make my case by showing them their advertisement (which I also emailed) I was told I could not speak to the Vendor Management Team. Not only did they not respond, as promised, within 3 business days, I had to call them to hear that they refused to give me a refund by stating that it says in fine print "no refund". Such blatant misrepresentation should by default supersede said fine print.Desired Settlement: I believe that the company should refrain from being lax in it's advertisement strategy and instead make it vehemently clear in the first lines of text that it is a nurse practioner who is providing injections and not use the name of a surgeon to lure one in. My case is a sound one, especially when one sees the advertisement. I should have my credit card fully refunded. I wil be making my case to my credit card company as well.

Business

Response:

To [redacted]

I have reviewed this in full and in this case, our sale page clearly stated under all cosmetic

procedures offered, including the [redacted] the member purchased,

that "[redacted], NP, [redacted] resident expert on noninvasive

procedures, is a seasoned certified aesthetic injector who brings years

of experience to every procedure." [redacted] is never mentioned or

suggested as being the one to administer these services to the patient

but rather, "The skilled, professional team at [redacted] uses a gradual yet precise method to achieve your desired

results." [redacted], the NP, is also listed on the clinic's website

[redacted] as having "graduated with a Masters of Science in Nursing, Family Nurse

Practitioner, and is Board Certified by the [redacted] as a Family Nurse Practitioner."

Both our website and the vendor's website are completely transparent about these procedures, and who will be carrying them out.

Based on this information we will not be refunding this purchase.

Kind regards,

Gilt Customer Support Supervisor

Business

Response:

To Whom it may concern,

In the interest of complete transparency we have attached a link to the the sale page. This same sale page is visible to anyone with a simple [redacted] search and details the information that was used in the sale that [redacted] used to make their purchase.

In the What we love section it clearly states: [redacted], NP, [redacted] resident expert on noninvasive

procedures, is a seasoned certified aesthetic injector who brings years

of experience to every procedure.

We are sorry to hear that [redacted] feels mislead, but the information was and is available on the sale page and shows that Gilt City was not trying mislead anyone with this sale. We would also like to point out the Gilt City is only the intermediary between customers and vendors; and the respective vendors themselves decide what to put on their offers. This in no way means that Gilt City will shirk from responsibility if any featured offer has any mis-information, but this is not the case here.

As Gilt City's policy is that all orders are final sale and non-refundable and as there was no error in the sale page and vendor was happy to honor the voucher purchased, we will not be able to accommodate customer.

Kind Regards,

Gilt Groupe

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have purchased many products thru my gilt app on my computer with no problems in the past but when I made a high dollar purchase ($454) for a freshology food delivery order I never received the voucher that is supposed to be sent back to you right after your purchase. I sent an email questioning this on a couple occasions and they told me how to update my email however there app does not allow you to do this feature which caused even more confusion. I didn't understand why all my past purchases through this app worked out fine but not this time. The deal was also about to expire so after emailing and Speaking with a rep they stated to me this is a problem they are aware of and often happens with others. It seems their app is not fully functioning or capable. Well then shouldn't this problem be fixed? The order I made specifically stated one purchase per member and since I never received the voucher and the item was going to expire I tried doing it again since it sounded like a mechanical error and I was told their system would flag it if you tried to buy more than one item since it was not allowed. I saw on my monthly credit bill I got charged for two purchases of $454. I only received the true voucher once I was told to log off my app and log in to their website to update my email. (Again, I have made many purchases in the past and never had to do this before). The rep confirmed that the FIRST emailed voucher never went through so she made a screen shot picture of it and forwarded it to me when it was already to late, now I'm stuck with two vouchers, one which is a screenshot from their end, how sketchy that is just by itself. This is all very confusing and obviously I called themto explain this sounds like a technical error, primarily due to their insufficent working app. I requested a refund and they refused. I explained I have been a valuable and constant customer to them and their own rules stated one purchase per person- not TWO! The freshology company states its one voucher per person as well- do they really expect me to just be out $454?! I then asked to speak with a supervisor and she stated because I had two emails I am technically two people so their one item per person does not apply since I am two people now- huh? I told her that both purchases had the same name, credit card number and address and that I am indeed one person, not two. The only reason I did anything with my email is because I never received my receipt for the first purchase. She just did not want to refund me. I gave her a chance to rectify this error but she refused so I told her I would be filing complaints and stopping my credit card charge while they investigate. It is sad because this is so obviously a technical error and if they had any customer service at all they could have easily rectified the situation and kept a loyal customer. Instead I am going through all the extra work of filing complaints against them. Beware- they only care about their bottom line and have no customer service. I will no longer be making any purchase in the future with them again!!!Desired Settlement: They need to refund the second charge that was in error. I am fine with one $454 purchase, just not TWO which I am not allowed to use because it is one voucher per costomer PER their guidelines.

Business

Response:

Hi there, Thanks for sending this through. As there is currently a dispute linked to this account, we are unfortunately unable to discuss it. The member may contact their bank for any updates relating to this dispute. Warm regardsPaddyGilt Customer Support

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 have contacted my bank/credit card per their response and they have not replied yet or refunded me for this second charge. I would still like to keep this case open until a resolution is received and as of now I have heard nothing back yet.

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

Sincerely,

Business

Response:

Hi there, Thanks for coming back to us. As previously advised, there is a dispute linked to this order and based on this, it cannot be progressed further with Customer Service. The member should maintain contact with the bank in question. Disputes of this nature can take up to 45 days to be resolved. Warm regardsPaddyGilt Customer Support

Review: Hi,

I was unable to use my $50 gift card which mentions no expiry date on it. The Promo code is [redacted]. I received this ticket in 2013 summer at a [redacted] neighbourhood festival at a Fiji water booth. As the gift card did not have an expiry date on it, it was safe to assume I could use it anytime later.

The following is the email communication with Gilt's customer service:

[redacted], Oct ** 19:21:

Hi ,

Unable to apply my gift card which mentions no expiry date.

promo code: [redacted]

Please advise.

Best Regards

[redacted], Oct ** 17:00:

Hi [redacted],

Thanks so much for reaching out.

I'm so sorry that you're having difficulty redeeming your gift card. Could I ask when you received this gift card? Also, if it is a physical gift card or an e-gift card. If it is a physical one, I would ask if you could send me in some pictures of this.

Kindly awaiting your reply,

Yours in Style,

[redacted], Oct ** 14:45:

This is a follow-up to your previous request #[redacted] "Unable to apply my gift car..."

Hi [redacted],

I received this ticket in 2013 summer at a [redacted] neighbourhood festival at the Fiji booth. Like I said it did not have an expiry date on it. So it was safe to assume I could use it anytime later. Please advise how I can use this voucher. Pictures of the voucher are attached. I hope you can settle this quickly. Thanks.

Best

Attachment(s)

Giltvoucher.JPG

Giltvoucher2.JPG

[redacted], Oct ** 17:37:

Hi [redacted],

Thanks so much for sending these images through. We've taken a look into this for you and can see that the card was issued as part of a promotion in May 2013 with an expiry in September 2013. Unfortunately, given the considerable length of time that has passed, we are unable to honor the card. I'm so sorry that I cannot give a more favorable response on this incision.

Should you require any further assistance, please don't hesitate to reach out.

Warm regards [redacted] Customer SupportDesired Settlement: Send me a valid gift card to refund the one Gilt refuses to honor even though the gift card did not have an expiry date.

Business

Response:

Hi [redacted]

We are very sorry to hear you were unable to use the promotional credit =before it expired.

After reviewing this we have applied the $50 credit to your Gilt account and this is valid for 3 months from today.

Please let us know if there is anything else we can help you with in the future.

Kind Regards

Review: I responded to a recent email from Hawaiian Airlines for 1000 miles and 25% off my first purchase from GILT. I followed the hyperlink that was included in the email and placed my order. Upon checkout, however,

the receipt showed only 10% off, so I attempted twice to contact customer service to rectify the situation, but they never responded to my email inquiry. The 3rd time I used online chat and was told that since I got 10% off, I could not get the 25% off. I would like to point out that at no time was there an option for 25% off, so basically this was a bait and switch scam.Desired Settlement: GILT needs to honor its promotion thru Hawaiian Airlines and provide me with the discount AND miles outlined in the promotional email that I was sent:

Limited Time Only! Get 1,000

Bonus Miles + 25% Off on Gilt.com¹

Refresh your wardrobe—or getaway bag—with spring

styles from Gilt.com, where every splurge becomes a

steal. Score designer deals for women, men, kids, and

home at up to 60% off.

Plus, HawaiianMiles members earn 1,000 HawaiianMiles

for their first purchase of $50 or more, and 3 miles for every

dollar spent during the first six months of membership.

Bonus offer: For a limited time only, get 25% off

your first purchase.

Valid now–Apr **, 2014

Business

Response:

Hi there,

I apologise if the member did not receive a response on his initial emails to us. The only reason that this would have happened is that we did not receive them at our end or the member may not have received our responses at theirs due to a spam tool or incorrect email address being used. We endeavour to have all emails responded to within 24 hours.

Regrettably, I have been unable to locate the member's account details using the information provided. If they could please forward either the email address that is tied to their Gilt account or an order number, as well as their Airmiles account number, we would be more than happy to investigate this matter further.

Warm Regards,

Review: This was a gift I purchased for my boyfriend's birthday. The voucher was advertised for a 4-lap driving experience in a Lamborghini on an autocross track. The advertised deal was for $149, and the fine print only stated that "tax and gratuity not included." What is NOT indicated anywhere on the certificate, or anywhere on the initial advertised deal, is that there are actually a number of "hidden" fees that the purchaser only finds out about *after* they purchase the deal and actually book the driving date (in other words, after Gilt City takes my payment of $149.00). However, once you go to redeem the voucher, only *then* are you supplied with a 15-page waiver that must be signed, and this includes a very lengthy list of all the extra fees that are involved (and it's MUCH more than just a simple "tax and gratuity"). By the time the whole thing is said and done, the final cost would be in the *thousands* of dollars. To make matters worse, there is a clause that basically states the driver will be 100% responsible for ANY damage to the car. The company states that they have 24 hours AFTER you leave the driving course to determine whether or not there is anything wrong (including scratches) - and the driver has absolutely no ability to refute the company's claims. The best part is that they tell you that you will be liable for the FULL value of the Lamborghini!!! This could mean the driver is responsible for payment of a car that costs over $100K - certainly not something most people who are purchasing discounted driving experiences would have at their disposal. I am extremely disappointed in Gilt City for not making all these "extra" fees clear to buyers. This is absolutely deceptive and false advertising. My boyfriend was terrified of signing the waiver that states he is in agreement of the auto company being able to tell him he has to buy them a new Lamborghini, and I am not about to expect him to pay an additional $200-$300 in mandatory hidden fees on a $149 gift (and therein is the point - this was a gift - he shouldn't have to pay anything extra in the first place!) We are unable to use the voucher for fear of going bankrupt if the car so much as scrapes a cone on the autocross track. What a waste of my money. What a disappointing birthday for my boyfriend. I wrote to Gilt City asking that they investigate this further, and asked them to support their customers by honoring a refund or credit to Gilt City in this case. They wrote back that these added charges and waivers are customary in such cases (which I wasn't arguing, but I do believe it's the responsibility of Gilt City to specifically STATE this on the initial offer - somewhere there should have been a disclaimer that said "buyer will be responsible for added fees that may include full replacement value of the car, and must agree to a $7500.00 deposit on their credit card before they will be able to drive the car." If I had known all of this, I never would have purchased the voucher in the first place. Gilt City's solution was to offer me a $20.00 credit to their site, which felt like a complete slap in my face, and was TOTALLY unacceptable.Desired Settlement: I think Gilt City owes me a full refund. I was not able to use the voucher, because I didn't have a credit card with an available credit of $7500.00 to be able to sign the waiver. This was never stated anywhere on the initial purchase agreement, and I believe it is totally false advertising.

Business

Response:

Hi,

We hope that this email finds you well.

Unfortunately, after taking a look into this case, and the escalation we had made in order to see if it is possible for us to accommodate this refund.

However, we have reached out to the vendor concerning this, and they have advised us that nothing is mandatory and that there are no hidden fees. However, customers are responsible for the car if they damage it like any experience that's motorsports based. They have also advised "we would never put a Member in an inappropriate position, however, customers have put is in difficult positions, which is why we offer optional insurance damage waivers.

As such, it is our belief that the Member does not wish to use the voucher and wishes to be refunded on this, not because the vendor has hidden fees or mandatory waivers. Because of this, we would not be able to refund.

Yours 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:

They have once again failed to address my complaint.

My complaint was not that the business, [redacted], did anything wrong by requesting drivers sign a waiver or pay additional fees, purchase insurance, etc. They certainly have every right to request this, as their cars are incredibly expensive.

If Gilt City would actually read my emails to them carefully, they would understand that never once did I state that [redacted] was at fault.

Quite the contrary...I simply stated that Gilt City presented the offer under false advertising, because the original offer that was posted for sale ONLY stated that the purchase price did not include tax or gratuity. NOWHERE on the Gilt City webpage where the offer was listed was there any mention that there would ALSO be additional fees requested from [redacted] - and I'm sorry, but you actually DO have to sign this waiver, and you DO have to either agree to placing a deposit on your credit card of $7500.00 before you are allowed to drive the car, or else you have to purchase additional insurance. It's one or the other - if you refuse to purchase the insurance, and also refuse or are unable to place a deposit of more than seven THOUSAND dollars on your credit card, then you are simply not allowed to redeem the voucher/drive the car.

So again, my complaint stands firm that Gilt City failed to disclose this information, and as a result, I purchased a voucher for a driving experience that I was not able to use, because I could not afford all the added fees that were only made known to me AFTER purchasing the voucher. (once you give Gilt City your money, you get the link to the voucher, and at that point you are directed on where/how to redeem it. It was at this point of scheduling the date for driving that we were then given the link to the 15-page waiver and all the added fees that were necessary to drive the car).

I suppose that yes, there is always the option of not purchasing insurance, and not authorizing a multi-thousand dollar deposit, but then you are signing a waiver that states you are liable for 100% of the value of the car, should there be so much as a scratch from hitting a cone - and the waiver states that you have absolutely no right to dispute [redacted] claims against you (even though they have up to 24 hours after you leave the facility to decide whether or not they are claiming that you caused damage to their car).

Here is an example of what drivers are required to sign (taken directly from the document that MUST be signed before you can drive):

3.6 In the event of an accident or loss, for which Participant is liable, you authorize us to take the following actions:

(a)[redacted] will charge your credit card $7,500 as advance payment of the cost of all damages (cost of repairs, loss of use and administrative fees). In the event that $7,500 exceeds your limit on the credit card provided, you agree to provide an additional credit card or to provide payment immediately upon notice.

(b) Within forty five (45) days of the date of loss, [redacted] will invoice you for additional damages above and beyond the amount collected in (a) above. Unless [redacted], in its sole discretion, elects to defer immediate repayment, you agree to pay these additional damages within ten (10) business days. You also agree any unpaid balances beyond this date shall accrue interest at a rate of 18% per year, and will pay all of [redacted] reasonable costs to collect any amounts due, including attorney fees.

It's a classic case of bullying - make the consumer fear bankruptcy if they don't agree to pay for all the added insurances and riders.

Gilt City should have done a better job of making this all very clear to customers up front.

If I had known all of this, I never would have purchased the voucher in the first place. So I disagree with Gilt City when they say that I simply did "not wish to use the voucher" - I didn't use it because I could only afford the purchase price of $149.00 - which is the only amount I was led to believe I would be responsible for other than tax (gratuity is optional).

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 will never accept this business's response because I still feel that they failed to accurately present the terms of the experience that was being sold. I have nothing more to say about this. I understand that they think trying to offer me a $20 credit is sufficient, but I see it as a total slap in the face.

And as I mentioned numerous times previously, changing the voucher name to someone else does me no good.

I bought this gift for my boyfriend - so unless the company is suggesting that I also change boyfriends, I find this option totally unacceptable.

I will NEVER do business with Gilt City again.

I encourage other consumers to AVOID THIS COMPANY because they have made it VERY CLEAR that they DO NOT provide customer service. Customer satisfaction and loyalty is obviously NOT even on their radar as a business. Shame on them.

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

Sincerely,

Business

Response:

Unfortunately nothing has changed from our end. When member first contacted us our vendor management team reached out to the vendor to clarify what happened and they sent from that communication, and from reviewing the waiver it was clear that there were no additional fees unless the car is damaged. The waiver was mentioned on the sale page prior to purchase and would be a standard for any car rental agreements with regards to damage incurred by them to the car.

We did, as a courtesy, give the member $20 Gilt account credit towards a future purchase at the time they first reached out to us. This was not a partial refund for the voucher, but a gesture because they were unhappy. The voucher was final sale and non-refundable, and the vendor does not have any additional hidden costs or charges for using the voucher, so there is nothing that would warrant a refund. We understand that the customer is not happy with this resolution, but this is the reason why we have not offered a refund for it.

Kind Regards, ++++++

Gilt Customer Support

Review: I ordered a luggage from gilt. I order power one, they sent me a totally different color.Desired Settlement: I told them, since they sent me the luggage after I went back to China, My friend have to bring it back to me. So, this item only use that time. They refused to change it. But it's not my fault, I didn't know they sent me the wrong color

Business

Response:

Return created for item.

Regards,

Review: I purchased a certificate to [redacted] through Gilt City and received reminders from Gilt City that the service I purchased would expire at the end of October. I called Gilt City to check if the voucher to redeem the service was still valid and their customer service line told me that it was in fact valid and I could book the appointment. I booked the spa appointment and upon check out the [redacted] representative said the voucher was not valid and it had been used. I asked them to please call Gilt City, there must be some issue because I was assured I could use the voucher. The Gilt City representative told me that their system did say that the voucher was still valid and that they would escalate the issue internally. In the meantime, I had to pay $200 for the service to [redacted], thinking Gilt City would reimburse me for this charge because this was clearly their mistake.

I have gone back and forth with customer service via email and a few phone calls. They continue to tell me that they will NOT reimburse me for this and that they will "escalate" the issue. They claim that they do not reimburse for these vouchers purchased, but I never would have booked the spa appointment if they didn't tell me the voucher was valid. This is not a small amount of money and I am very frustrated with the way that they have handled this. They are taking no responsibility.Desired Settlement: I would simply like them to reimburse me for the money I went out of pocket on due to their mistake. I feel this is only fair. I have the email correspondence, email reminders and I'm sure they have the recorded phone conversations from customer service they can use as a reference.

Business

Response:

Hello [redacted],