Gilt Groupe, Inc.

Review: I was sold a voucher for 2 food and wine tastings at [redacted]. The purchase was said to be final and be subject to availability. I attempted to book my tasting using my vouchers on three separate occasions for multiple possible dates, and each time I was told there was no availability. After calling my third time, and finding out they had no availability yet again through the end of the expiration date of the voucher, I contacted gilt city in order to receive my money back as the business would not allow me to use my voucher, and they refused to refund my money, or to even offer me credit back for my purchase. I understand that appointments were subject to availability, but due to the fact that there was no availability on any of my calls, it suggests that gilt city and [redacted] knowingly oversold their vouchers which made my booking impossible.Desired Settlement: I would like to be allowed to use my voucher for the full advertised value of the experience,which is a food and wine tasting for 2 at [redacted]. If this is not possible, I would like to be either refunded for my purchase, or I would like to receive credit for gilt city.

Business

Response:

Hi there, Thanks for getting in touch. I have reviewed this complaint and having spoken to the vendor in question who have confirmed that they have been unable to accommodate the dates in question, I have gone ahead and refunded these vouchers. The refunds will be back to the original form of payment within 3 to 5 business days. If there is anything else I can do to assist on this, please don't hesitate to reach out. Warm regardsPaddyGilt 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: back in november (november **, 2015), I purchased through GILTCITY.COM (los angeles division), a subsidiary of GILT.COM a voucher for a week's worth of food delivery from [redacted] for the purpose of making my December stay in Los Angeles (zipcode: [redacted]) more convenient. gilt voucher stated voucher was good til a time stated in february 2016, and had directions on how to activate this voucher, mainly a crateful link.

after arriving in Los Angeles, I attempted to activate the voucher, to no avail. gilt support (staff name: sarah) also could not activate this same voucher, and told me they would send the complaint up to 'investigations.' when I was finally able to reach someone at [redacted], they explained that this very problem had been happening all month, and that it was gilt's fault: "made-for-gilt meals are supposed to be activated through a made-for-gilt link. gilt should not never have linked crateful's main sales site in the first place." moreover, crateful informed me that the meals I had purchased through gilt are NOT the regular crateful meals, but made-for-gilt promotional meals--which was not made explicit to me at the time of purchase.

as a result of these problems, I could not activate the voucher while in Los Angeles. days afterwards, gilt finally responded with STORE CREDIT. I did NOT ask for store credit--despite the years of purchases I have made through gilt.com, I was unhappy with gilt, especially with this last incident, and did not want further business from them. I wanted--and asked for--a cancellation of my order, resulting in a full refund to my credit card, upon the basis of FALSE ADVERTISING; I purchased the voucher on the understanding that I could use it in the allotted time to get the advertised product, with the directions given to me, and I could not. nobody could, because gilt had given wrong information--that 1) the voucher could be activated, 2) consumers should follow their directions given to activate the voucher, and 3) the meals for sale are not different to the regular [redacted] meals.

I have copies of email correspondence with both gilt.com and [redacted] about this incident.Desired Settlement: I did not want, nor did I ask for store credit. I want a cancellation of the order and refund to my CREDIT CARD.

Business

Response:

Hi [redacted],I do sincerely apologize for the issues you have encountered trying to redeem your voucher online with Crateful as this should not have happened.I have now gone ahead and refunded $150.30 to your credit card on file, please allow 3-5 business days for this refund to populate back to your card.

Review: I want to opt out of receiving emails from Gilt. I have gone to the site and clicked on the "opt-out" link at least ten (10) times, but I continue to receive the emails. I would like them to stop.Desired Settlement: Apology and stop the relentless emails.

Business

Response:

Hi There, I am sorry to hear that you were having difficulty unsubscribing online, in this instance I would have advised you to reach out to our Customer Service who would have easily resolved this matter for you.I’ve now unsubscribed you from all e-mails correspondence - it may take five business days for this change to come into effect.Once again I do apologize for any inconvenience caused.Warm regards,[redacted]

In the past month, I have purchased three items from Gilt Groupe. After the second purchase, I made sure I selected the offer for free shipping as I planned to order more merchandise. As I started the process of ordering more merchandise; I was quickly aware that the unlimited free shipping "gilt unlimited" was not offered. I wrote an e-mail to the customer service rep and the representative replied with a rude response, pretty much saying that my argument was invalid and it was okay for me not to be a Gilt Customer in the future. I will never spend my money via Gilt online shopping again and advise future customers to pay attention to the details as the unlimited shipping option is a scam.

Review: When I was purchasing my items, it did not state that items are not refundable. I would nor buy bathingsuits without trying them on. Also email of order confirmation, and email of shipping order never stated that items are non refundable.

Business

Response:

Hi [redacted],

I am very sorry to hear you are unhappy with our return policy. Unfortunately, all intimate items would always be final sale for hygienic reasons. This would be mentioned on the sale page and again at checkout.

Our sincere apologies for the inconvenience.

Warm Regards,

Gilt, [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:

It is not true. None of the emailed invoices state that this is non refundable items. And it did not state so on the order form.

Thank you!

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

Sincerely,

Business

Response:

Hi there,

Unfortunately, as per my colleague [redacted]'s reply, all of our items would have the return policy stated on the sale page and at the time of checkout. Once the Member had placed the order, she was agreeing that she was purchasing the items under the condition that they were final sale.

For convenience, I have attached the receipt of the order in question, #[redacted], showing that these were listed as final sale and non-returnable, and the member may access this by visiting [redacted] and selecting "View Details". I have also attached two more screenshots, one showing where the return policy can be found on the sale page, and one at the checkout process, showing where this would have been apparent.

As such, we would not be able to accept a return for either a store credit or a credit card refund for these items, as the Member was advised that these were final sale numerous times prior to placing the order, and would have been able to see such in the account.

Kindest regards,

Consumer

Response:

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

Here is a copy of my confirmation email:

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

Sincerely,

Review: I purchased a cleaning voucher for a company called [redacted] that was valid for new [redacted] clients which I am since I have never heard of [redacted] or used [redacted] services . I went to redeem that voucher only to find that [redacted] was actually [redacted] AKA [redacted] a service which I previously used. This voucher was only for new [redacted] customers and I was told by the [redacted] to request a refund from gilt since I was not a "new" customer. I contacted gilt and they will not give me a refund or a credit because I should have already know that [redacted] is really [redacted] AKA [redacted] and that I should just transfer the voucher to someone else. That is not a reasonable solution as they should have simply listed all the company names in the original voucher listing. To make matters worse , gilt is now selling the same deal I purchased on their website but it specifically says [redacted] home cleaning formally [redacted] valid for new clients, there is no mention of [redacted]. My thoughts are that I am not the only one who thought [redacted] was a new company. I definitely feel like this is some sort of scam and if [redacted] or [redacted] was on the voucher I originally purchased then I would have immediately known that I am not a new customer and I would not have made the purchase. So now I have a voucher that I can not use because I'm not a new [redacted] AKA [redacted] AKA [redacted] customer.Desired Settlement: I would like a refund or credit from gilt since it was their lack of due diligence that did not require [redacted] to list all company names, current and former in the orginal voucher.

Business

Response:

Hi there, Thank you for forwarding this to us. I have reviewed this and can see that we reached out to the member on July [redacted] to advise that the issue had been resolved and that she could now use the voucher. However, we understand that the member is not happy with the experience and based on this, I have invalidated the voucher, refunding the member in full. The refund will reflect for the member in three to five business days. Warm regardsPaddyGilt Customer Service

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: So I ordered a pair of [redacted] boots in the summer and did not wear them till it got cooler in Oct. However after 2 weeks wearing it occasionally I found out the sole of one shoe fell off. I assume it's a quality problem. So I called Gilt to see if there is any way they can help me. And the costumer service just told me because it is out of 21 days of warranty so they can not do anything. They won't contact [redacted] and they won't help me with anything. But I should call [redacted]. So I called [redacted] and the costumer service told me yes they def can get it returned if it's the quality problem but only if I purchased it from them. Since I got them from Gilt I should contact them and return them, so Gilt would return them to [redacted]. Then I called Gilt again. This time they were even ruder. Basically the guy told me there were two reasons they cannot help: 1 out of 21 days; 2 I wore them for several times till I found out there was quality problem. Come on, It's a pair of shoes, how would I find out quality problems without wearing them?? It is ridiculous! This guy was so horrible. He said as long as it's out of 21 days, doesn't matter what kind of reason they will just say NO to the customers!! I guess that's just the Gilt service: CHEAP SERVICE. It would definitely be my last time ever buying stuff from them!!

Business

Response:

Hi there,

Thank you for contacting Gilt.

We are so sorry to hear that your [redacted] Nubuck Sneakers deteriorated after such a short period of time. We completely understand how disappointing this must have been. There is no problem returning it to us for a full refund in the original form of payment.

To access the prepaid label and slip you will need, please visit [redacted] and click "Print Label" to the right of your return. Once we receive the package in our warehouse, please allow 3-5 business days for us to issue your refund. In this case, you will receive $87.66 to your [redacted] ending in [redacted].

Unfortunately, a replacement isn’t available for purchase at the moment. We have added the the shoes to your waitlist. You can view your waitlist by clicking on this link: [redacted]. Please note that we cannot guarantee the availability of an item via the waitlist.

We apologize for any inconvenience caused.

Warm Regards,

Gilt Customer Support

Consumer

Response:

Thanks a lot! Even tho I paid $15 to get it repaired, but I still want to return them. Thanks again.

Review: Gilt will not stop sending me unwanted mail. I contacted their support department and their privacy department on 09/**/2014, 11/**/2014, and 01/**/2015. I never received a response from either department contacted, and continue to receive unsolicited advertisements from Gilt.Desired Settlement: Stop contacting me -- by mail, e-mail, or by any other means. Also, I do not want them sharing my information with third parties.

Business

Response:

Hi [redacted],I truly am so sorry to hear that you continue to receive email and postal correspondence from us even though you have requested on numerous occasions that this stop!Please know that I can now assure you that I have removed you for both our email and direct mailing lists so you will no longer receive communication from Gilt via either medium.Please note however that all of our emails are generated 5 days in advance of them being sent so this will not be immediate, you will not receive any further contact from us via email after this 5 days however.If you do, please reach out and we will have our tech team look into this, however I see nothing that would make me think that this will be an issue.I have also remove you from our list of members with whom information is shared. As a result no information of yours will be shared with our business partners.Once again, I really am so sorry for any and all frustration this has caused, but I do hope that this will prove to be helpful.Kindest Regards[redacted]

Review: I have a total of $133 worth of charges that have been charged to my credit card for services that I have not been able to use. All three charges were with Gilt for services at restaurants in my neighborhood that were either never available, due to reservation over booking or did not have food available. I contacted Gilt directly and spoke with three different representatives to resolve the problem. I was told three different things by three different representatives. I was able to use 2 of the 5 items I purchased from them, so I don't feel they are a total scam, just partial.Desired Settlement: In my attempts, I simply asked to have the reservations I simply asked for a Gilt credit or extend the services to a future date. The second representative agreed to that but when I was transferred to the third rep, I was told that nothing could be done. At this point, I no longer feel comfortable doing business with Gilt and would like a credit back to my credit card. Thank you for your help!

Business

Response:

Hi [redacted],I apologize for the difficulty you have experienced in relation to your recent vouchers. In order to look in to this further I do need precise information such as an order number or the email address your account is registered under. Gilt City vouchers are final sale and non returnable, which is highlighted on our sale page. We do not refund for these vouchers after the purchase unless we have the option to cancel the order. If the vouchers you have not redeemed, have not been redeemed based on subject to availibilty or any type of restriction that had been previously outlined on our sale page we will not be able to provide you with a refund. Should other circumstances arises that have not been outlined on our sale page, I will resolve this for you. Please attach the appropriate email address so I can look in to this for you.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]

I understand the vouchers are final sale However I purchased 5 vouchers and unable to use 3 due to unavailability of the merchant This seems like a huge scam

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

Sincerely,

Business

Response:

Hello [redacted]. Thanks for getting in touch. I apologize if you could not redem the vouchers based on availability. If the vouchers state redemption is subject to availability this would be within the vendors discretion. It would not be a scam. If they are for restaurants, inevitably some night may be booked in full in comparison to others. This unfortunately cannot be over looked within our system as they are within their rights to do so. Please send me further clarification of the voucher details I would be happy to check this for you.Best,[redacted].

Review: The Company shared my email address with outside companies in violation of their privacy policy. I created an individual email addresses for this company that no one else has access to and have since begun receiving solicitation at this email address. I attempted to contact the company and explain this to them, but they refused to acknowledge that they share their user data with outside firms.Desired Settlement: They need to comply with their own privacy policy and remove my account email from their system which I've requested.

Business

Response:

After taking a look into this email address, we can see that the email address that the Member has provided, does not match any account's in our system. Additionally, it is not within our practices to share our Member's email addresses or contact information with third parties.

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]

I did not use my [redacted] email in this communication with Revdex.com. As stated clearly in my complaint, I used an email that is exclusively used for [redacted].

Unless [redacted]'s email database was breached by hackers and the email address I used stolen and repurposed for spam, there is no other explanation that [redacted] shared that specific email with outside advertisers.

So the two options are as follows.

1. [redacted] shared my gilt specific email with advertisers.

2. [redacted] has been hacked and has not realized or released this information.

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

Sincerely,

Business

Response:

Dear Sir/Madam,

in response to a complaint made in terms of sharing private information (in this case email address) with third parties we would like to refer to our Online Privacy Notice, in particular section outlined below

Information We Share

We do not sell or otherwise disclose personal information about you, except as described in this Privacy Notice.We may share the personal information we collect with our parent, affiliate and subsidiary companies, business partners, ad network vendors and their participants, and other third parties for the purposes described in this Privacy Notice, including to communicate with you about products and services, offers, events and promotions that we believe may be of interest to you. We also may share personal information with our service providers who perform services on our behalf. These service providers are not authorized by us to use or disclose the information except as necessary to perform services on our behalf or comply with legal requirements.We also may disclose information about you (i) if we are required to do so by law or legal process (such as a court order), (ii) in response to a request by law enforcement authorities, or (iii) when we believe disclosure is necessary or appropriate to prevent physical harm or financial loss or in connection with an investigation of suspected or actual illegal activity. We also reserve the right to transfer personal information we have about you in the event we sell, merge or transfer all or a portion of our business or assets. Following such a sale, merger or transfer, you may contact the entity to which we transferred your personal information with any inquiries concerning the processing of that information.

Please find full details of our Online Privacy Notice here: [redacted]

Anybody who does sign up a new account with Gilt does agree automatically to those terms and conditions. However, we have started the process of erasing this Members email address permanently off our system, so it will not be shared with third parties from now on.

Kind regards,

Consumer

Response:

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

[Your Answer Here]

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

Sincerely,

Review: On 8/**/13 I purchased two 8x10 rugs from online retailer; www.gilt.com. Gilt.com charged my debit card. The advertised price was $45 for both rugs. I called to confirm the order and look into rushed shipping on the morning of Monday 8/**/13. Customer service confirmed my order and was told the rugs would be shipping shortly. On 8/**/13 I received an email that my order was cancelled. I spoke with customer service and they informed me "we had a glitch in our pricing system" and my order was cancelled because the "price was too low". I informed them that the online website still reflects the price of $45 and that it was misleading to have a false advertised price that would not be honored. I was told I could place and order again, but it would be cancelled. As I write this, the price continues to be at $45 and they will not honor the price they have listed. I have pictures of the advertised price listed after www.gilt.com was aware of the "glitch" and continued to mislead at that price.Desired Settlement: I would like the original order sized rugs of 8x10 for the advertised price. The price to be honored.

Business

Response:

Hi Revdex.com,

We have reviewed the complaint customer has presented and find that our action has been in line with out Terms of Service as listed on our site, [redacted]. We have told member previously via phone and email that "Gilt strives to provide accurate pricing information regarding the products and services available on the Gilt Sites. We cannot, however, insure against pricing errors. Gilt reserves the right, at its sole discretion, to not process or to cancel any orders placed for a product or service whose price was incorrectly posted on the site as a result of an error. If this occurs, Gilt will notify you by email. In addition, Gilt reserves the right, at its sole discretion, to correct any error in the stated full retail price." When customer signed up to our site and placed an order they agreed to these terms.

While the situation was unfortunate and we can understand why member is disappointed and frustrated we have done what we can to work with member to find a suitable solution. We have been looking for similar rugs at similar price but due to the pricing error those efforts have been unsuccessful. We have passed this feedback on to the relevant teams to prevent further pricing errors which are very rare.

Kind Regards,

Gilt Groupe Team

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 placed my order on a Sunday. I called Monday to confirm the order and price. I became very excited after communicating with someone from gilt that the price was "accurate" and it would be shipping soon. going under what I was told by a gilt member I donated my rugs that were being replaced by the purchasers rugs to a donation center. on Thursday I received an email that the order was "out of stock" and he order was cancelled. only after calling again and speaking to someone and being told again it was cancelled because of being out of stock did I get a direct email from gilt stating this new "reason" as to why the order was cancelled which them then said was for pricing issues. gilt was not forthcoming with information until I requested and pushed for it. I called the manufacturer directly and they stated they have "many" of that size and style rug for sale and would be shipped out once gilt sent them the order. I spoke to a few people at gilt that day and heard the same response, " you will not be getting your rugs and that's it and they will fix the pricing problem". on Friday nearly six days after this initiated the prices where still live on the website at the price of which I originally purchased. gilt failed and continued to allow people to at very least view the price which was $45. gilt has not tried to promptly find a suitable resolution, they have offered me nothing but a $10 gilt credit "which gilt feels is more than generous". that doesn't work for me the consumer. I am at a loss with NO rugs at all because mine where donated after making and comfirming the rugs ordered from gilt. I at a loss now as the consumer because gilt has refused to work with me. I stated I would accept a smaller size of 5'7" of the two rugs. I just need someone to replace te rugs I no longer have because of being duped by gilts pricing tactics and confirming my order of rugs being shipping which I donated. I understand that I signed up to this site and terms of service (which you have to agree to yo use the site)however gilt acting shady by not being upfront the whole time and guilt has a responsibly to fix the problem promptly which they failed to do. I think it's fair (since I have no rugs at all ad am at a loss) and reasonable to meet somewhere in the middle and I accept a smaller size rugs of 5'7" for that price of the order I paid and for gilt to promptly fix "pricing errors" in a very prompt manner. it sounds like

gilt could list any price and then go and change it based on the quantity sold.

I hope this can be resolved.

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

Sincerely,

Business

Response:

Hello,

Gilt strives to provide accurate pricing information regarding the products and services available on the Gilt Sites. We cannot, however, insure against pricing errors, as happened in this case. Gilt reserves the right, at its sole discretion, to not process or to cancel any orders placed for a product or service whose price was incorrectly posted on the site as a result of an error. If this occurs, Gilt notifies members by email. In addition, Gilt reserves the right, at its sole discretion, to correct any error in the stated full retail price. This information is listed under the terms of service on our site. In this case the member was issued with $10 as a gesture and we do apologize for the inconvienance caused.

Review: I bought a defective sweater from Gilt Group, Inc. warehouse sale in Los Angeles, CA on June [redacted], 2013. The sweater (or cardigan) is an item of clothing that you wear to keep you warm. However, upon wearing this sweater for the first time, it tore on itself. It is impossible to wear the sweater without tearing a hole in it, thus the sweater cannot do what it was designed to do: be a piece of clothing you wear to keep warm. This sweater is made by Valentino - a designer luxury brand, whose name denotes a certain standard for quality clothing and "investment" pieces. I wore this sweater for a mere 30 minutes before it tore. It's MSRP price is $1690.00 and I paid $399.00 for it. That price point also stands for a certain level of quality. A sweater at that price should be wearable at least once without falling apart, don't you think? Also, I believe this sweater was sold by the manufacturer (Valentino) to Gilt because it was aware of the problems with it. Gilt sold the sweater at a discount and final sale to be able to get rid of it without consumers having recourse for this defective product. You would not know by looking at the sweater that it cannot be worn. However it can't be a worn without tearing apart, on itself. The beaded front tears the sleeves every time you move your arm. When I wore the sweater for the first time, I was shopping (not a strenuous activity). I have pictures of the sweater both before and after it tore, which I would be happy to send to you. Thank you for considering this matter.Desired Settlement: My preferred outcome is to have my money refunded for the sweater on my credit card. I would even be willing to accept a partial refund of half the purchase price $199.00 in store credit. After talking to the customer service reps including: [redacted], and [redacted] I am not able to get any satisfaction or refund. Please help.

Business

Response:

Hello,

This member did not purchase this item from the Gilt Website. We are unable to fulfill her request as the item was not purchased from us directly. The purchase was made at a warehouse sale and all items purchased at the sale are on a 'what you see is what you buy' basis.

If you require any further assistance please do not hesitate to reach out to us.

Kind regards,

Gilt Groupe

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]

Even 'as is' sales do not resolve a business from fault for selling knowingly defective products. I believe Gilt Group, Inc sold the item in question at the Warehouse sale (with it's final sale return policy) because they knew the item was defective and would be returned in any other circumstance. I believe they sold this item knowing it was defective and sold it in such a way as to assure it could not be returned or exchanged. I believe Gilt Group, Inc has committed consumer fraud.

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

Sincerely,

Business

Response:

Hi [redacted],

Review: Purchased a voucher from Gilt for a 30 minutes massage, consult & exam with [redacted] . Appt was made and I arrived at appointed time only to find out the [redacted] moved - the place where he had been tried to call, only to get voice mail, I also tried - no answer- this all took place during normal business hours at the time when my appt was supposed to take place. His former office reception then kindly let me stay so I could call Gilt- their customer service rep - [redacted]- told me there was nothing he could do but escalate it- whatever that meant but that they offered no refunds no matter what. I explained I wasn't asking for a refund for something I didn't want, I had wanted the service but they sold me something that wasn't there!!! The dr. Didn't exist at the address advertised on their website and didn't answer his phone ! This is fraudulent behavior.Desired Settlement: Refund my monies immediately back to my Amex and change their poor customer service ! The onus is NOT supposed to be on the customer but on them to provide the service they are selling!

Business

Response:

The notes on the order state that the member called on the [redacted] of June to advise an agent of the issue with her voucher, purchased from Gilt Ciity, the agent advised that we could not refund there and then as the issue would need to be escalated to our Gilt City Team to look into. The member asked for the name of the agent and his extension and hung up before we could get her details to escalate the issue.

On June [redacted] the member emailed in explaining her issue and saying she was unhappy with the service she received when she called in. See below our response to her by email yesterday.

Hi [redacted],

Thanks for contacting Gilt Groupe!

Our apologies for the experience you had when attempting to redeem your Gilt City voucher. Please know that we have escalated your issue to our City team and they are happy to reach out to the doctor on your behalf and try to figure out what happened here and how we can resolve this issue best.

We were not aware of any location change or else we would have definitely let you know. Our sincere apologies!

We will follow up with you as soon as we have a resolution. Thank you so much for your patience.

For further assistance, feel free to reply to this email or call Gilt Groupe Customer Support at ###-###-####.

Best,

Gilt Groupe Customer Support

We have escalated this issue to the Gilt City Team and taking into account the fact that they will need to reach out to the vendor this can take 3/5 days to resolve, or may be resolved earlier. As soon as we here back from the vendor we will respond back to this members email.

Best Regards

Review: TOS states "one account per person" yet Gilt cancelled and removed my order and my account even though I only have one account. There are multiple accounts in my household and each used my prepaid debit card in my name (for internet safety reasons, we only use two cards in this house online) so Gilt automatically closed all but one account and refused to re-open or make good on their TOS. Tried customerservice, was basically told "tough luck!"Desired Settlement: I want my order sent, along with my husband and daughter Autumn's orders, which were all deleted without prejudice.

Business

Response:

Hi [redacted],Unfortunately when using the referral program when multiple accounts are set up and multiple orders are placed shipping to the same address using the same credit card this is against our terms of service and is picked up as fraudulent by our system.Furthermore, this order did not meet the terms and conditions requirements as it was not for $50 or more.Im sorry for any inconvenience or disappointments this has caused.Regards,John

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 do not see it on the TOS about that. In addition, the credit did not state "off $50 purchase" just "$20 credit"Thank you.

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

Sincerely,

Business

Response:

Hi [redacted], This offer may be suspended or terminated at any time. Any Credits earned as a result of fraudulent activities are null and void.The Terms and conditions of the offer were not met and therefore your orders have been cancelled and will not be re-instated. 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:

[Your Answer Here]

THERE WAS NO FRAUD ACTIVITY INCURRED. I will never never shop with Gilt Group again, and I will be sure everyone knows on Social Media just what type of "fishy" procedures you have.

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

Sincerely,

Review: Hi,

I purchased a Jaipur rug (Traditional Oriental Pattern Ivory /White Wool Knotted Rug ( 2x3 )) from [redacted] web site on Oct [redacted] and paid $494.95. It was advertised as 'luxurious' and images of fine knotting were presented. When the rug arrived, it turned out to be of extremely low quality, there's nothing luxurious about it and the knots are extremely coarse and so is the wool. I have approached Guilt to ask for a refund but they refused on grounds that the item is 'final sale' and 'non-refundable'. I do not think that whatever sale terms they claim to apply apply to a product that does not match the advertised description.

I'd like to receive a full refund for this purchase together with all of the shipping costs that I paid for.

Thank you for your help.

Regards,

[redacted] ###-###-####

[redacted]Desired Settlement: The business should accept returns for any products customers find not to meet advertised description and quality.

Business

Response:

Hello,

Let me first say how sorry I am that the rug was not what you expected it to be.

After you escalated this issue on the [redacted] October we had a further look into this. As a result we emailed you at: [redacted] on [redacted] October with a UPS label for you to use in order to ship the rug back to us. The tracking is: [redacted]

Once we receive the rug back in our warehouse we are more than happy to provide a full refund which will take 3-5 days to process from the day we receive it.

Many thanks.

Business

Response:

Hello,

I am happy to confirm that $494.95 has been refunded in full to your credit card as we have received the rug back into our warehouse.

Please allow 3-5 business days for this to show on your account.

Many thanks,

Consumer

Response:

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

Thank you for your help!

Sincerely,

Review: 1. I am a regular customer of Gilt.com. On July 3rd I purchased a bag on their website ([redacted]) that stated the dimensions of the purse on the website as: Measurements: Body length 15", height 12½", width 6", drop handle 9"

2. When I received the bag, I took it out of the packaging and wanted to be sure my laptop fit in the bag. When my laptop did not fit,I was surprised. I went onto the Gucci website (who made the bag) and looked at the dimensions of the website which DID NOT match the dimensions that Gilt claimed. Here is the purse: [redacted]. You can see on the Gucci website (official) it states that the purse is 12.5 inches while the Gilt website states that it is 15 inches (length). I also measured the length across of the purse and it was 12.5 inches.

3. I called Gilt customer service to let the representative know and explained the situation. She assured me that I would provided a return label and assured me they would return the item and I would be refunded the amount on my credit card.

4. I printed the return label and sent the item back as it was sent to me in perfect condition.

5. I received a notification early this morning, August [redacted], that my item was returned and that Gilt, without my permission, put the amount in a credit to be used to buy items on their store, and not the agreed upon return to my credit card.

6. I immediately sent customer service an email and at 5:11 pm (EST) received a note about a different item (the customer representative had confused the items).

7. I called Gilt customer service at 541 PM (EST). I spent over an hour speaking to different representatives about how I had spoken to the first representative weeks ago who said they would provide a return label and that they would refund the amount back to me but that I instead head received a credit without my permission. The representative, Andrea, told me that they decided nothing was wrong with the dimensions and had on their own decided to give me a credit. I asked why she did not have a representative call me to let me know before making a decision and she did not have an answer. I told her the dimensions on the OFFICIAL GUCCI website were different then the information they were displaying to their consumers, which is advertisement that does not provide factual information.

8. We hung up with the issue unresolved.

9. I have been a member of Gilt for many years and have purchased items carefully on their website. This is a major issue for me. The dimensions were incorrect (the length of the bag is 12.5 inches and the handle length is 7 inches (compared to the Gilt website that states that the dimensions are 15 inches in length and that the handle length is 9 inches - all which make a major difference if you want to carry regular items in your bag and you have a preference for how you carry heavy items such as a labtop)

10. I am asking Gilt to provide a full refund back to my credit card for returning an item with the incorrect dimensions on its own website.Desired Settlement: Full refund back to my credit of the amount.

Business

Response:

Hi there, Thanks for getting in touch. We have reviewed this and unfortunately our original decision remains the same. Gilt's Quality Control team has once again assessed the bag and has deemed that it is correct as per the dimensions advertised at the time of purchase. I am sorry that I cannot provide a more favorable response on this occasion. 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:

I ordered a bag under the assumption that the dimensions of the bag were correct. Gilt advertised the bag as 15 inches in length across, which was not the case. The maker of the bag (Gucci) states officially on its website and in-store that the bag is 12.5 inches across. It cannot carry a laptop larger than 12.5 inches, which was intended for this bag.Gilt representatives stated that their warehouse deemed that the bag dimensions were correct when in fact Gucci (the official manufacturer of the purse) states it is 12.5 inches in length across and that the handles of the bag are 7 inches, not the 9 inches Gilt' falsely claims.Gilt states the dimensions are correct according to its warehouse, claiming the top of the bag is in fact 15 inches (although the bottom of the bag is 12.5 inches which is never stated on its website). Another instance of a bag being shaped differently and not a perfect square or rectangle is the following example of a Louis Vuitton bag that is being sold on the Gilt website. Gilt description can be found here: [redacted]search Measurements: Body length 12.6", height 9.4", width 5.9" The Louis Vuitton (official maker) description can be found here) : [redacted] (Louis Vuitton: h[redacted]) 12.6 x 9.4 x 5.9 inches(Length x Height x Width)

In the case of the Louis Vuitton purse, the dimensions are correct as they are taken from the bottom of the bag. In addition to its false advertisement and the fact I was deceived by Gilt, Gilt neither emailed me to let me know of their independent decision. I was not offered to be returned the bag and was not told I had no choice but to take a credit on the Gilt website. Had I known it would ONLY be a credit, I would have kept the bag and sold it. I was provided a return label for a 'final sale' item because the representative understood the dimensions were incorrect, thereby accepting I was correct. When a bag is returned customers are allowed to have the return shipping deducted from the total and the remainder refunded to the customer. If the item states it can be returned for Gilt credit, it would state that on the particular item's description page where it was being advertised. Gilt provided me a return label and I was told it would be returned and refunded. I understood this as a customer that this would mean it would be fully refunded to my account. I would not have been provided a return label otherwise on a 'final sale' item had the dimensions not been incorrect and had Gilt not sent me the return label to begin with. Had Gilt not been willing to return my purchase back to me the first Gilt representative would have told me it was final sale and would not have provided me a return label.Again, as the item was falsely advertised (cannot hold the laptop- which was the only function for this bag as a work bag) and as I spoke to the first representative who said this item would be returned and refunded to me (and not as a credit) I am asking Gilt to provide a full return to my credit card. Additionally, Gilt uses different measurements to their own benefit on different bags and your measurement standard is not fair to the consumer. Customers who purchase bags at that price point want exact measurements. You cannot measure a Gucci one way and a Louis Vuitton another way. Length should be taken from the bottom and if it is shaped differently the top of the bag and the bottom of the bag length should be provided.I was provided a return label and a guaranteed the bag would be returned by the first customer representative I spoke with who provided me the return label. She did not make me aware that the bag would go back to the warehouse to be re-measured; she did not tell me I would receive a Gilt credit for the amount I paid instead of a full return on my credit card; and I was never given the option of getting the bag back or the credit and not a full refund. Had it absolutely been the case I knew I would get a refund I would not have made 3 consecutive purchases in one week and would have instead used the credit towards those purchases and asked Gilt to honor my discount code to exchange the purse. This is completely dishonest to the customer.Again, I am awaiting my full refund to my [redacted] credit card.

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

Sincerely,

Business

Response:

Hi There,Regretfully our original decision remains the same. Our Quality Control Department have verified that the item is correct. As the item was not incorrect we refunded as an exception for a final sale item to your gilt account credit which can be used for future purchases on gilt.com. I am sorry that you feel misled but we did have the correct measurements on the product and the item that was sent to you was correct. 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:

[Your Answer Here]

Per Gucci, the maker of the bag that Gilt is reselling, the product dimensions you provided are incorrect. I need a refund back immediately as I do not want to be a customer of Gilt moving forward. Again, I was promised a bag that was 15 inches in length and instead I received one that was 12.5. The handle size was also falsely advertised and uncomfortable on ones shoulder. The maker of the bag stands by its products dimensions and Gilt falsely advertised different dimensions of the same bag. You offered me no options other than a return label and a promise the item would be refunded, which it was not. Gilt has since then resold the bag I returned for a higher price. I was not offered a call to discuss Gilts actions and what my options would be. Gilt has no official return policy on final sale return items (and in this case items that are falsely advertised). This is not asking much of a company whose annual returns are in the millions and a company who already sold the product I returned (gilt suffered no loss and instead profited by selling it for higher than the price I paid after I used a gilt permission code. Only I suffered when I received a bag w incorrect dimensions and the forced loss of $1023 with no bag after I was guaranteed a return)

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

Sincerely,

Review: [redacted] has promotion for referral friends, stating for person who was referred, joint gilt, will get $25 off the 1st purchase. I placed ordered an order Sept **, 2013, I didn't see $25 off from the total amount. I sent an message via website same date after I placed order, but got no reply. I thought they will adjust it when product ships since my credit card will be charged when it is shipped. Today, Oct [redacted], 2013. I got the notice that they sent out the product. but, no credit was adjusted. I emailed [redacted] reg. this issue. I want them to refund $25 back to my credit card, since credit card transaction is pending today. They replied me back very quickly. They gave me $25 for next time purchase which will expire 01/**/14. They said, "Unfortunately we do not have the ability to retrospectively apply account credits to an order." I also called them in the afternoon, same answer. My point is, since they have promotion stating who ever got referred will get $25 off 1st purchase, they should do as they promised. I don't want $25 for my next purchase . I want them to refund $25.00 to my credit card. I can't accept what they stated that there is no way they can refund it to credit card. As the 1st time purchase via [redacted]. I am very disappointed.Desired Settlement: refund $25 to the credit card instead of giving me account credit for next time purchase.

Business

Response:

Hello,

Review: I purchased a balenciaga bag on gilt.com for $1316.95 And it was listed as a final sale. However nowhere on the description of the item did it say it was flawed. When it arrived I noticed what looks like cardboard or glue exposed on the handles. For the price I paid I expected A bag with no flaws. I contacted gilt.com customer service and they denied a return. And they never responded to my second email with my concerns Having just learned that its all over the Internet of gilt.com selling reproductions of high end designers. I now fear I've been sold a fake balenciaga bag.Desired Settlement: I want to return the bag and receive a refund.

Business

Response:

Hi,

Review: I have purchased a Chanel vintage bag from Gilt with Order: #[redacted]. ([redacted]) And after I received it I noticed it came without card of authentication which was never mentioned in the sales page description.

Also the corners are worn off, which however was not shown on the sale pages either. It is very misleading when they promote it as "Excellent" Condition! If I otherwise noticed this fact I would definitely not buy at the current price of $2,600. And unfortunately I cannot return it as it's final sale. But that is not just it.

After I checked the serial number ([redacted]) inside the bag I found out that it is the same number as what I have previously seen on another vintage consignment website [redacted]. I feel like I have been deceived: They look totally different on the photos for one same purse! What had been advertised on [redacted] is accurate as what I see on this purse such as the closures of the worn offs on the edges/corners. Furthermore they indicated it as "Very good condition" as compared to "Excellent" that was advertised by Gilt! ([redacted]) Gilt is hiding the facts from customers so that I was not able to make a right decision! Lastly this same purse was sold on [redacted] as item on sale at $1,950 which was inflated to $2,600 on Gilt due to their photography edit and attempt to hide important facts mentioned above.

In the end I just want to mention that I once contacted their customer support for serial number of the vintage purse I was interested in and they refused to provide and told me that I have to place the order to have this information disclosed. The strange part is that the item is indicated not returnable after the customer pays the order! But now I see why.Desired Settlement: Two options:

1) $500 discount to refund to my credit card as it is in fact a "very good" condition item. I have seen the similar Chanel red mini on Gilt with "Very good" condition that was only sold at $2,100 (http://www.gilt.com/look/?s_id=29f83ad1eba50dbc36a5e8be5a7ae8d70adecc00641c7928...⇄ />
2) Accept return with full refund

Business

Response:

Hi [redacted],Thank you for reaching out, I am so very sorry to hear that you are unhappy with your most recent purchase. I have take a look into your account and I can see that you have been in contact with us in relation to your recent order. Having looked at the sale page and the pictures you have kindly provided, I am afraid I cannot see a difference. The bag that we advertised on the sale page is in fact the bag that we sent you. It does advise on the sale page that this item was previously carried in excellent condition but has minor signs of handling on leather/hardware. We also advised that this item was final sale and non returnable on the sale before the purchase was made. I am afraid due to security reasons we are unable to provide the serial number to members unless they have purchased the item. I completely understand the inconvenience that this has caused you but we are unable to offer a full refund or a further partial refund on this item. Kind Regards,[redacted].

Review: I bought an advertised genuine Hermes handbag but it is a fake and Gilt Groupe has so far refused to accept the bag

Back and refund my moneyDesired Settlement: I would like Gilt Groupe to send me an email with a return merchandise number and a take back the bag and

refund the entire price. In addition I would like to know that they are vetting their suppliers with a little more

scrutiny!

Business

Response:

Hi there,

Looking into this, I can see that we had escalated this internally, as when the Member initially brought forth the issue that she believed the bag to be non-authentic, we had escalated to provide the Certificate of Authenticity. As we have provided this, and the member has provided no further reason as to why the bag is non-authentic, we are unable to provide a return.

Warm regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: As of today, 5/**/2014 I have not been provided with any "Certificate of Authenticity" as Gilt Groupe claims, and I would only accept a certification from an authorized Hermes retailer in the presence of an associate from Gilt Groupe with me as the bag will surely be confiscated as is the policy of Hermes to take any bag that is not real!

[Your Answer Here]

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

Sincerely,

Business

Response:

Hi there,

For your convenience, we have gone ahead and emailed this to the email address we have on file.

Warm regards

Consumer

Response:

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

[Your Answer Here]Yes, I have finally received their email with what they call an authentcity letter, it is not frm Hermes but rather a third party vendor

whose letterhead has neither an address or phone number to contact them! I will now take this letter and the bag to the Hermes store in the city and

see if they will authenticate the bag. If they will I am happy to pay for it, if they confiscate the bag as a fake, I will let you know. Many thanks for your

prompt attention to this matter on my behalf!

Sincerely,

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

Sincerely,