Gilt Groupe, Inc.

Review: After missing delivery of my item and waiting for more than a month, the Gilt rep gave me a date that is another 2 months out. But the strange thing is that when I go to the Gilt website and try to order the same exact item, the delivery date is early is only a month out. This means that the company is intentionally luring people in with false expectations and then after waiting, push the date out.Desired Settlement: I would like delivery of my order in the next 2 weeks.

Business

Response:

Hello [redacted],We are sorry your order is delayed outside of the original estimated delivery dates when you placed the order. The vendor just made us aware of this issue recently and will be updated on our site as well in relation to the correct delivery dates.Because of this discrepancy we have advised we are refunding $99.95 to your credit card.If you do not wish to wait until mid July for the bed, we can still request the order is cancelled and apologize for the inconvenience this has caused.Sincerely,Gilt Service

Review: I saw a charge on my credit card from Gilt City for a restaurant deal in Boston, which I did not purchase or authorize. I contacted [redacted], my credit card company, on the same day (May **, 2015) in which the charge in question appeared on my account. [redacted] told me not to worry about it and that they would take care of this on my behalf. Today, May ** 2015, since the charge is still listed on my account, I contacted Gilt City. The woman I spoke with very rudely told me that there was nothing that could be done, since 10 days had passed since the charge. After much discussion, she finally offered me a credit to Gilt City of $50.00, to which I declined. I also contacted [redacted] on May **, 2015, and May **, 2015 and they told me that they will be contacting Gilt on my behalf and have started a dispute for the claim.Desired Settlement: I would like a refund of $50.00 on my [redacted] card.

Business

Response:

Hi There, We do take security breaches very seriously at Gilt, we would always recommend saving your password to make it easier for our customers when shopping. however, we can see that this order was placed using the same Iphone as previous Gilt and Gilt City purchases.As you now have filed a dispute with your credit card company we are unable to assist any further until this dispute has been resolved with your credit card company. If you wish to remove this dispute, we would be happy to look into this further for you.Regards,[redacted]

Consumer

Response:

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

[Your Answer Here]

I have purchased other products through the Gilt app through this same iphone, that much is correct. However, this particular purchase, a restaurant deal for an oyster bar in Boston, I DID NOT purchase through the app or authorize. [redacted] has stated to me that they will be taking this up with the buisness directly, as it is a fradulent charge.

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

Sincerely,

Business

Response:

Hi there, I note that this complaint has been responded to previously and I hope that the member has found the resolution satisfactory.If they have any further queries or comments, they can feel free to contact us.Kind regards,[redacted]Gilt Customer Service.

Review: I purchased an item on GiltCity on August [redacted], 2014. I used [redacted] to pay for the item (Transaction ID #[redacted]) for a total of $79.20. However, I did not receive the voucher for the item via email. I called Gilt to have the voucher located and sent to me. The agent said she would have someone from payments processing team call me back the following day, but I did not receive a call. I called again and the agent was unable to locate my order, even though I have a record of being charged for the good.Desired Settlement: I simply want the item I purchased or a refund.

Business

Response:

Hi [redacted],

I have asked our Order Management team to look into your account and unfortunately it seems like your order was not successfully submitted. At this point, we would advise reaching out to [redacted] directly as there is no transactions showing up on our side.

Many Thanks,

Consumer

Response:

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

I have contacted [redacted] and they have confirmed that the payment was received in full by Gilt City. Can you please reach out to [redacted] and get additional information regarding the transaction?

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

Sincerely,

Business

Response:

Hi there,

Unfortunately, for us to look into this further, we would need to have more information than the [redacted] transacation ID.

If you could provide an email address, or a previous order ID for us to look into this further, it would be greatly appreciated. However, as we are only able to search for payments when the transaction was handled by Gilt, you would most likely need to log into [redacted] and view the details of the transaction.

Kindest regards,

Review: On the [redacted] of October, 2015, among other things I ordered 'Original Penguin Jerry Jeff Boots' from Gilt website. The colour of this boot on the website is tan brown while the shoe I received is more of muddy brown. A colour I dislike. Highly discouraged to wear these boots because of the colour, I informed them that the boots sent to me were not the colour as shown on their website. I even clicked the pictures of the boot received by me as well as took screen grabs of the boot on their website, and for the sake of convenient comparison sent it to them. They agreed to take a return of the product but refused to pay for its courier from Mumbai to their office in the US. They also pointed towards the fact that they do not take returns from India but were making a one time exception for me. On principle, the idea that I had to pay for the return courier is not agreeable with me. Purely because this error of misrepresentation of the product through its colour is not my mistake. In fact, it amounts to GILT fooling their customers with incorrect information. They have refused to address this issue. please help.Desired Settlement: I would like them to refund obviously, but also to pay for the courier charges from Mumbai to the United States.

Business

Response:

Hi [redacted],Thank you for reaching out to us,I note that since sending this complaint, you have been assisted by a member of our CS team. We'll be allowing you to return these shoes to us for a full refund with free return shipping given the products misrepresentation. You'll soon be receiving an email with return instructions. If we can assist further please don't hesitate to let us know.Warm regards,JessicaCustomer Service SpecialistFurther assistance needed? Join us in Live Chat http[redacted]

Consumer

Response:

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

Sincerely,

Review: I purchased a meal delivery service voucher from Gilt. When I contacted The Fresh Diet -- the meal delivery service provider -- to arrange delivery, I was told by their customer service representative that they would be unable to deliver to my building. I repeatedly asked the customer service representative whether there were ANY solutions that would enable delivery and was told that there were not. I contacted Gilt to inform them of the situation and asked for a full refund for the voucher since the vendor was unable to provide services. Gilt has refused to issue a refund, nebulously stating that " the Vendor is willing to fulfill the promotion" despite ample evidence to the contrary. When asked for clarification of Gilt's grounds for this belief, I received none.

The promotional text on the webpage advertising the sale of this voucher did not state that The Fresh Diet is only able to deliver to buildings with 24 hour access or otherwise indicate a restriction on service to secured building complexes. Rather, it reads "your food will be packed in an insulated cooler with ice packs and placed by your front door unless instructed otherwise," and states that "Delivery hours are between the hours of 7 PM – 5 AM on the evening prior to your scheduled day [...] please contact TFD if keys or pass codes are needed to access your location." Nowhere in the promotional text does it state that if keys or pass codes are needed, delivery is not possible. Instead, the phrase "unless otherwise instructed" coupled with the instruction to "contact FTD" suggests that accommodations are possible as long as the company is advised of their necessity.

I contacted TFD in accordance with the terms of the voucher to provide additional instruction. TFD indicated that they could not deliver to my building because my door passcode is linked to my phone and would require me to buzz them in (possibly at 2, 3, 4, or 5 in the morning every single night). I asked if there were ANY other potential solutions and was told that there were not and that TFD could not and would not deliver to me. This constitutes a non-delivery of services and a refund is an appropriate solution.Desired Settlement: Refund

Business

Response:

Hi [redacted],

I have reviewed all interactions on this matter and I can appreciate the time you have already invested in this and can completely understand the frustrations you must be feeling.

You would have have received an email from us on Saturday [redacted]March, which we sent to [redacted]. In it we explained that we had escalated this to our Gilt City team who look after all such requests for a refund. We allow 3-5 days for a decision.

I have escalated this further today to try to speed up the response as soon as possible and I am happy to confirm that they have decided to refund in this instance.

This will take 3-5 business days.

We apologize again as this is not the experience we want our members to have.

Many thanks,

Consumer

Response:

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

I have not yet received a refund. On March **, I received an e-mail indicating that it would take 3 to 5 days for a refund to appear in my account. As of yet, no refund has appeared.

Sincerely,

Business

Response:

Hi [redacted],

We are sorry to hear that you have not seen the credit card refund on your bank statement. As advised previously, the refund of $159.00 was issued on March [redacted]back to your credit card, the Mastercard ending with [redacted]. The transaction id for this is [redacted]. The refund left our system right away but it does typically take 3 to 5 business days for it to be reflected on your credit card statement but it would be dependent on each financial institution. From our end the refund was successful. The transaction id can be used to follow up with the financial institution and they should be able to locate the refund.

We can certainly also provide a screenshot of our payment processor as proof of the refund if necessary.

Kind Regards,

Consumer

Response:

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

Sincerely,

Review: I purchased hermes Kelly bag from Gilt online and received the product on August **. I discovered that the product appeared fake and was not what was advertised. Logo outside the handle and on the bag along with the two keys do not match what is supposed to be on the bag.I find it hard to believe that a name brand bag would have logo inconsistencies .on August ** I sent an email to Gilt customer service explaining my claim. In the email I included pictures to support my claim that the item was not what I was expecting. I received an email from Gilt explaining that the different production years of my product would result in a different appearance. However this did not address my concern because the year of the product that I purchased did not match with what it should have looked like for that year. I called customer service to try and find out more about my issue. I spoke with a representative and told her that I have sent emails with pictures attached that would explain and support my issue. The representative examined the pictures and admitted that there was indeed a discrepancy with how my product appeared. She said she would refer my case to a customer service specialist and it would take 48 hours for them to get back to me. I waited past the 48 hour timeline that she gave me and still did receive a response. I sent another email to Gilt further explaining my issues and my dissatisfaction with how they were dealing with my issue. I received an email from them explaining to me that they required time to investigate on their end and that my case would further need to be delayed 3-5 business days before I could receive a response. I have waited past the 3-5 days they told me and have not received a response from Gilt. It has been two weeks from the time of purchase to the end of the 3-5 business day timeline they gave me. Within these two weeks I have not received any useful information from Gilt and feel like my case has not progressed to the extent that I would have liked. I feel like Gilt is delaying the issue and not providing any proper customer service. Furthermore the customer service I have experienced has been very poor with no concern for a timely resolution.

I also want to state that everything I have said has been honest and factual !

Business

Response:

Hi [redacted],Thank you for reaching out.I’m so sorry to hear that you’re dissatisfied with the quality of your purchase! We completely stand-by the guarantee that every item is the authentic label it promises to be.Unfortunately, as the charge has been disputed we are now unable to help from a customer service perceptive. The card holder will need to contact her bank or card issuing company for any updates relating to the dispute. My sincerest apologies for any inconvenience caused. Kind regards,JessicaCustomer Service SpecialistFurther assistance needed? Join us in Live Chat [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]Thank you very much for your response ,at this time I would like to ask why you are unable to refund my purchase to me ,the credit card company is currently investigating the dispute. From a customer service perspective ,can you not inform discover that you will give me a refund and have them accelerate the investigation process ?i still believe that the product I received is the incorrect product.are you not allowing me to return for a full refund? I am confident that discover will resolve this issue.I will keep track of the progress of this case as it is of a very urgent nature to me.Thank you

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

Sincerely,

Business

Response:

Hi There,I’m so sorry to hear that you’re dissatisfied with the quality of your purchase! We completely stand-by the guarantee that every item is the authentic label it promises to be.Regretfully, as the charge has been disputed we are now unable to help from a customer service perceptive. The card holder will need to contact their bank or card issuing company for any updates relating to the dispute. Kind Regards,[redacted]Customer Service Supervisor

Review: I received an invitation from a friend to sign up for this flash sale site. the invitation stated that if I signed up I would receive $25 off my first order. I signed up for the website and never received my credit. I contacted the website via email asking them about the status of the credit. they replied saying that I have to purchase a minimum of $50 to receive the credit. No where on the email invition nor the website did it state this condition to the credit. I called customer service to advise them of this and while they confirmed that the condition was not listed on my email nor their website, they refused to honor the offer. They apologized for the false advertising and only said they would "look into it" so that it didn't happen again

Business

Response:

Hello [redacted],

We are happy to clarify that the terms of the offer at the time you joined in November were as follows:

*Receive $25 off your first purchase (the "Credit") when you

spend $50 or more, exclusive of taxes, shipping and delivery. Not valid

on [redacted]. Credit must be used in a single transaction and may be

subject to product restrictions or exclusions. Credit will be valid for

one month from your registration. Credit cannot be combined with other

offers. Non-transferable, and may be used only by the intended

recipient. Credit will not be granted and may not be redeemed for a

future purchase if the initial transaction is cancelled or item(s) are

returned. Credit will not be revoked if the item is exchanged for the

same item in a different size. Credit is valid on Gilt iPhone App, iPad App, Android App and Mobile Web.iPhone App and iPad App

must be up to date as of January **, 2012 and Android App must be up to

date as of February **, 2012 for Credit to be applied to order. This

offer may be suspended or terminated at any time.

We changed our offer again in late October to have no minimum spend. In light of the fact that you felt this was not adequately highlighted to you and as a valued new customer we would be happy on this occasion to offer you the discount of $25 off your first order with Gilt. We have applied this discount to your account and you will see this reflected at checkout.

Best Regards

Customer Service Supervisor

Consumer

Response:

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

Sincerely,

Review: When I was buying the shoes it that on the description that they run up to half a size smaller so I have to get a bigger size. Turned out that it's not true at all. I called and explained. They agreed to take the shoes back but refused to give me money for the shipping. I explained that it's their fault that I have to return them as the description was not correct. Then I spoke with the supervisor and she agreed to put a notice to give me money back for the shoes and shipping on my credit card. When they got the shoes instead refunding me my money they just gave me a store credit ONLY for the shoes ($69). I called and tried to find out why and the girl [redacted] said that has no idea what I'm talking about. Put me on hold and said that will give me only $69 back on my credit card with mines the RETURN shipping which means that I will get only $61. The supervisor [redacted] refused to talk to me. So at the end of the day because of the wrong information that they provided on their site I lost shoes and $13.90. I think this is absolutely not fair. I bought 2 pairs and had the same problem but for one of those 2 pairs they did give all refund but for the another pair totally refuse. So i'm asking you to help me to get my money back. Thank youDesired Settlement: to get $74.95 on my credit card

Business

Response:

Hello,

I have looked into this in detail and in this instance I have ensured that the full amount of this order, $74.95, has been refunded back onto your card.

You will see two amounts on your bank statement. $61.05 on [redacted] Nov and the remaining $13.90 which I organized today. Please allow 3-5 business days for this to show up.

Many thanks.

Review: Through the website, Gilt City, I recently paid $85 for a series of 10 classes from CrossTown Fitness. CrossTown Fitness has cancelled the classes, and since I had purchased the classes from Gilt City, Cross Town Fitness recommended that I contact Gilt City for a refund. I sent Gilt City this email: "I recently purchased a series of 10 classes from CrossTown Fitness at [redacted]. When I went to their website, they are NOT offering any classes at [redacted]. Therefore, I am obviously not able to redeem this voucher. How do I request a refund?" I receieved this response from Gilt City: "[redacted], Jun ** 08:29 (EDT): Hello [redacted] Thank you for reaching out to Gilt City! We are so sorry to hear you are unhappy with your Gilt City experience, we completely understand how frustrating a new experience can be when it does not live up to your expectations. Unfortunately we are unable to issue a refund for the voucher as all Gilt City sales are final sale and non refundable. Sorry about that! If you have not already spoken with the CrossTown Fitness manager we would recommend contacting them directly to relay your feedback, we have found in our experience most of our vendors are very accommodating and happy to help resolve any issues. We will certainly pass on your feedback to our Gilt City sales team and please know your experience will be taken into account when deciding on future sales. Do not hesitate to reply to this message with any query, idea, or suggestion. Best Wishes Steve Gilt Groupe" I responded that this is not a matter of being dissatisfied with a purchase. Gilt City advertised and accepted full payment for a product that does not exist. It is therefore NOT my responsiblity to chase after CrossTown Fitness to try to arrange for some "accommodation." Rather, it is Gilt City's responsibility to refund me for their fraudulent offer.Desired Settlement: Gilt City advertised a service and accepted my payment of$85 for that service. Since the product that I paid them for does not exist, I am requesting that they return my payment in ful

Business

Response:

Hi Revdex.com,

Member bought a voucher from Gilt City for CrossTown Fitness. When member reach out to us there was a miscommunication in terms of what the issue was. The voucher Clearly stated that members need to call the location to redeem and book classes and member asked for a refund with only stating that they could not find classes online. We did reach out to the Crosstown and they confirmed that due to weather reasons they had to cancel their classes at the North location that the voucher was bought for. Crosstown Fitness is more than happy to honor the vouchers at their other location. We have reached out to member again from our end in order to resolve the situation and see what we can do and we will certainly accommodate member how we can, because the [redacted] location is currently unavailable to offer the classes advertised in the voucher.

Kind Regards,

Gilt Groupe

Consumer

Response:

I have reviewed the response made by the Gilt Groupe in reference to complaint ID [redacted], and I would like to thank you for your assistance.

After you intervened, the Gilt Groupe did eventually refund my payment of $85. Although I had contacted them twice before filing a complaint, I had received nothing from them other than a computer generated response, followed by complete silence. I am sure that without your assistance they would have continued to ignore me. I appreciate your assistance with resolving this issue.

Review: I splurged and purchased a $500 rug that was listed as Navy Blue (and looked so on my monitor). Upon receiving it, the rug was clearly not navy blue, as I put it next to an actual navy blue item (and provided a picture to them). After filing multiple requests with Gilt, I called them and spoke to 2 different people who told me that it looked like Navy to them, and that they would not either allow a return or give any kind of discount on the product.Desired Settlement: I either want a partial refund on the price of the expensive rug (for not being true to the color they advertised), or them to accept a return with full refund (plus shipping).

Business

Response:

Hi [redacted], I am sorry to hear you are dissatisfied with your purchase and your experience with Gilt Customer service. I have reviewed the notes and the correspondence with us and also the picture that you submitted and the sale page. I have also attached a screenshot of the sale page here.The NuLoom Ahoy Hand-Hooked Rug you purchased for $419.00 was listed with the following disclaimer: Due to its handmade nature, variations in size and color can be expected and are an intentional and desirable aspect of this product. I have taken the screenshot of the sale page illustrating this part as well and the sale page is available to you for review by clicking on your order page and the order and item. Upon review of the pictures there is no clear difference between the item or the color and as this was listed as a final sale and non-refundable item on both the sale page and at checkout, we would not be in a position to accept a return or issue a partial refund.I know this is not the resolution you were looking for and for your dissatisfaction with your experience I am more than happy to add a service gesture of $50.00 into your account for a future purchase.Kind Regards[redacted]Gilt.com

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]

Thank you for responding back to me [redacted]. The issue here is two-fold: 1) the definition of the color "Navy Blue", in light of their verbiage "slight variances in color..". My contention is that this is not a variation in color. It is a completely different color than advertised. They could call a pink rug red, but (most) anyone can discern pink from red and it is a material difference. They also said that I could search "Navy Blue" on their site and would come up all sorts of different blues, which supports my claim that they view "Navy Blue" as an arbitrary color, when in fact, it is a very specific color. Why didn't/don't they simply call the rug "Blue" then? That would alleviate this entire issue. AND 2) Their response is not in line with best-in-class service--- they refuse to either return the rug, offer a partial refund, or even a good will credit. What kind of service is that? They don't stand behind the products they sell (nor do they provide accurate depictions of those products and refuse to "make it right" when products don't match their descriptions.

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

Sincerely,

Business

Response:

Hi [redacted], We are very sorry to hear you are unhappy with the condition of the rug however we would like to reassure you this is not an uncommon occurrence with new rugs.Typically any handmade or machine made rug is going to look different. Each rug is cut different and not exactly a 4x6, 3x5 or 5x10 etc. Each rug that is cut from a bigger roll will have differences in color, texture, and sometimes even design. Even the most advanced loom is unable to make the exact same design every time. And especially for hand made dyed rugs, the dye will always vary from roll to roll. This is why rug companies are so reluctant to send out replacements unless a member was sent an entirely different design or size.Shedding is a normal process which does not damage the rug nor indicate any defective condition. Shedding is the fluffing or fuzzing of short, loose fibers which remain in a new carpet after manufacture. New carpet and rugs tend to shed loose fibers for several months. If during this time the carpet is not vacuumed thoroughly and regularly, the fluffing may continue for as long as a year, sometimes longer. The fibers coming out are those, which are not anchored into the back of the carpet; are short fibers, which have fallen into the pile during the shearing operation. Even though the volume of fiber lost may appear to be great, the actual amount is small when the total amount of fiber is considered. This loss will not appreciably change the wear life. I hope this information help, we are unable to offer any refund, full or partial in this instance. Kind Regards[redacted]

Consumer

Response:

I do not accept Gilt Groupe's assertion that they will not provide a refund since this is past 21 days from the purchase. I notified them that there was a problem with the rug when I originally received it in March of 2015. And this past weekend, we finally rolled it out on our patio and vacuumed it once and it began unraveling, not pilling, but completely falling apart! This is a $500 rug! I will not accept that that is normal and demand a full refund, or ask that the Revdex.com to record this and downgrade their rating. Thank you

Review: I bought two GiltCity vouchers for classes and membership at Cross Fit East River from Gilt City. After more than 3 months of trying to use the vouchers for classes, I have failed completely, because the classes are always fully booked. Gilt City refuses to provide a refund, saying that they see opening in future classes (where the reservation period is closed). Yet, I could not use the vouchers before they expired; I cannot get into the classes at all; and I can't get a refund. Gilt City oversold this deal and refuses to take responsibility, saying it is out of their hands.Desired Settlement: Full Refund of approximately $1800 for 2 vouchers (1-year membership and 8-class Foundations course)

Business

Response:

Hi Revdex.com,

We have worked with customer to resolve this during the last few days and unfortunately customer is not happy with the resolution that they can use voucher. All vouchers from Gilt City are final sale and non-refundable. Our representatives and Gilt's representatives have spoken to the vendor and to the custome and both the vendor and our Gilt City representatives have told customer that there is no issue with member using the vouchers.

Member purchased the vouchers in November and reached out to us at the end of February to advise they have been unable to book classes. Our team reached out to vendor about this and vendor said there was no issue in customer using the vouchers and reached out to customer. Customer then came back to Gilt City to advise that vendor had advised her she could get a refund so our team reached out to vendor again to get clarity on the situation. Vendor did not promise a refund, only stated that they were unable to provide a refund for her and that it would be up to Gilt City and our policies, but that they would be more than happy to honor the voucher and help her get started with classes.

For this particular gym, all members need to sign up two days ahead for classes and there is no option to sign up before. The Vendor has also advised us and the member that they would be happy to help her sign up; so because the voucher was non-refundable; and because customer is able to use the voucher, we would not be able to offer a refund for her for her vouchers.

Kind Regards,

Gilt City

Review: I purchased a Chanel handbag from Gilt.com. It arrived on October *, 2015 and as SOON as I took it out of the box, I just knew it was counterfeit but of course, I verified that before making well on my assumption. I took it to the Chanel store in Long Island, NY and they verified that it was indeed counterfeit and almost wouldn't let me have it back because it was indeed a fake. There was ZERO authenticity label within the bag as ALL Chanel bags have, the leather was not real and is just a fake "pleather" material and there was no embossed Chanel logo either inside. 3 various types of proof that this bag was a fake. I went back and forth with Gilt.com, providing them the info that Chanel gave me as well as photos. Their answer: Sorry you are unsatisfied, we cannot provide you a refund just because Chanel verified your bag was fake. (Even though they claim to sell authentic only). PS. I paid just under $3,000 for this bag! Who is the fool now? Shame on me for trusting this company.Desired Settlement: Customer Satisfaction... and make GOOD on what your company advertises. I would appreciate a FULL refund.

Business

Response:

Hello Revdex.com,We have reviewed this complaint & would be happy to update you on what we're currently doing to resolve this with the customer. There's currently an escalation ongoing between the vendor & us to secure a certificate of authenticity. This was originally raised on Saturday 10/*, the customer was advised to wait 3-5 business days for us to work on this. Should we be unable to provide the information then of course we will accept a return but until this is verified we cannot do this. We stand by our vendors & suppliers 100% & will be following up consistently on this as all authenticity complaints are taken very seriously. At the moment the case is ongoing & we have active correspondence with the customer detailing the standard expected time frame for resolution. Please do feel free to request updates should you see fit. Thank you.

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]

This company has been negligent on all aspects. I am attaching a photo.. the LEFT side of the photo shows the FAKE bag the sent me.. it has NO authenticity label sewn into it which EVERY bag has and there is no sewn in branding logo which every TEAL bag should have as well. They told me in order to prove its fake I have to take it to Chanel.. which I did and they verified its counterfeit. This company then proceeded to tell me they would get an authenticity paper to me.. they cannot claim to Authenticate anything especially something no longer in their possession so what would they be authenticating? The label in the handbags are what authenticates them and this bag has NONE. If this company stood behind their "authenticity promise" then they would have no problem refunding me but they know they stole $3,000 of my hard earned money and sold me a counterfeit bag. I do not accept their bogus responses because they are not practical or reasonable. If you have a piece of art.. it comes with a certificate of authenticity.. if you buy a REAL handbag.. it comes with proof of authenticity as the serial number is SEWN INTO THE PRODUCT. This bag which is a cheap piece of fake leather comes with nothing but a headache and empty words. They cannot take advantage like this.

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

Sincerely,

Business

Response:

Hi [redacted],We will shortly be sending you a Letter Of Authenticity in your email for your Chanel Bag. I’m so sorry to hear that you’re dissatisfied with the quality of your purchase! We completely stand-by the guarantee that every item is the authentic label it promises to be.Regards,[redacted]Customer Service Supervisor

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. This company gives false advertising and I will not be doing business with them again

Sincerely,

Review: I bought a LV vintage bag from Gilt on 2015.12.** which order number is [redacted]. When I received it on 2016.1.**,I found the real object was destroyed seriously ,which was totally different from the pictures on Gilt site .And it smells so terrible ,like someone drunken puked on it. On the Gilt site,they listed the bag on ''good' level,in reality,it fits all the descriptions of “fair”level (heavily used,visible signs of wear that impact the appearence of the bag)

I have contacted the customer service many times,sended the pictures of the bag I took which included many details destroyed.They said the LV bag have a unique odour(I have two LV bag since 9 years ago but never found the similar smell ),and they neglected the broken details which having wide difference between the pictures I took and they took.Everyone knows the Pictures are the most vivid and clear tools for consumers to get close to the products that they want to buy. We need the real pictures of the product so that we can know the real quality of it and decide whether to buy it or not.,but they did't showed any destroyed details on their pictures for costomers.I think they cheated their consumers who trust them.

Last time I sended email to them 9 days ago,they haven't answered email to me.So I turn to Revdex.com for help?Thank you!

Business

Response:

Hi [redacted],Thank you for reaching back out.I am very sorry to hear you are unhappy with your bag and wish to return it.As previously advised our Vintage accessories team have fully reviewed and investigated your order [redacted] and the pictures you sent for you and have advised that we will be unable to accept a return in this case .Louis Vuitton bags can start to have a unique odour as they age. Based on each of the pictures you sent us, the bag is consistent with what was clearly described on the sale page outlined below:"Condition: Carried - Good (signs of consistent handling on leather/hardware; wear to lining, hardware and drawstring, scratches, scuffs, and black)"I'm afraid we cannot accept a return. I sincerely apologize for any inconvenience or disappointment caused.Should you need any further assistance please do not hesitate to reach out to us.Warm regards NiamhCustomer 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]

Since they neglected the pictures again and again, and repeated the descriptions which I regard as escaping their responsibilities, I advice that they put the bag in the “fair” level, because it fits all the descriptions of “fair”(Heavily used. Visible signs of wear that impact the appearance of bag.)but not “good”(Regularly used. Shows more signs of wear on leather and or hardware but appearance of bag is good overall.).I think you they understand that their descriptions(signs of consistent handling on leather/hardware; wear to lining, hardware and drawstring, scratches, scuffs, and black) of the bag seems to fit all the things that are seriously destroyed. So they mean that they don’t need to be responsible for any seriously destroyed things they will send to consumers? Everybody knows that language is vague while describing the quality of a product , far less clear than pictures. Pictures are the most vivid and clear tools for consumers to get close to the products that they want to buy. We need the real pictures of the product so that we can know the real quality of it and decide whether to buy it or not. Otherwise, there is no need to put the pictures of the product on the internet for consumers. Isn’t it ? Their putting the pictures that are totally different from the reality really disappointed me! What they did not only wasted their time they spent on PS, but also cheated their consumers who trust them. ContrastThe irony is,they dare not to constrast two kinds of pictures which have a huge difference.

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

Sincerely,

Business

Response:

Hell [redacted], I hope you are keeping well. I am sorry to hear of your dissatisfaction in this matter. Unfortunately as previously advised, we would be unable to accept a return here in this matter. Sorry for any inconvenience caused here. Best Regards,Cian

Consumer

Response:

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

[Your Answer Here]

I must keep asking the consumers right,when the unusable bag lying on my cabinet.

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

Sincerely,

Review: I received a Dujour magazine and I never subscribed. I want them to stop sending me this magazine. I have seen iother complaints.about this magazine.Desired Settlement: To stop this company from sending these magazines without conceptual subscription

Business

Response:

Hello [redacted],Sorry to hear you are receiving Dujour Magazine without your request to do so.Please contact us at [redacted] or ###-###-####, so we can assist you with terminating the receipt of the magazine. Sincerely,Gilt.com

Consumer

Response:

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

Sincerely,

Review: I placed an order around 11/**/15 for a household item. The website stated that the item shipped through [redacted] on 12/*/15 and that it would arrive to me between 12/**/15 and 12/**/15. I contacted [redacted] and they reported that they never received the package associated with the tracking number. The company will not resolve this issue. I have to wait days to hear from someone via email, I can't reach anyone in customer service by phone. I just want my item and 8f they can't deliver on it, I just want my money refunded (over $100). I don't want to give a company money just to not have them follow through with the order. Please help!Desired Settlement: Follow through and ship the item (undamaged) or refund my money.

Business

Response:

Hello [redacted], I hope you are keeping well. I am so sorry for the inconvenience caused with your order. I can see that you have been in touch with Paul today and had the issue resolved. If you do have any other questions, please do not hesitate to get back in touch. Best,[redacted]

Review: I purchased voucher to [redacted] Patisserie on 10/**/13 and realized the voucher was redeemed mistakenly around early Jan when I tried to use it. I have contacted Gilt City many times since then and never received a satisfactory answer and did not intend to address this mistake, either voucher number was incorrectly written or voucher number may be duplicated, who knows since I never redeem this.

In my opinion, Gilt City is very unprofessional especially I have purchased more than 50 vouchers since Oct 2011. I wish I can refund all my existing vouchers and close my relationship with Gilt City. [redacted]Desired Settlement: I would like Gilt City to address my issue seriously rather than keep saying the voucher has been redeemed even though it was not redeemed by me. In addition, it would be great to refund the amount of $37 as I never used it. Finally, they should police this better, at least knowing who redeemed the voucher, in case of any mistake by other users in the future.

Business

Response:

Member has been contacted via email on 03/**, and have not heard a

response. Member has been provided specific contact information in

regards to the voucher redemption, as well as being issued a Service gesture for the inconvenience.

Thanks,

Consumer

Response:

Better [redacted] Bureau:

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

[Your Answer Here]

I am still waiting for the [redacted] ([redacted], [redacted]) to contact me. Note, this is the same [redacted] I contacted early March but never head back since then. I prefer the case remains open until it is fully resolved for following reasons.

1) I do appreciate Gilt City's response in reaction to Revdex.com complaint but I would be much happy if the "vendor relations team" is taking action 3 months back when I first time contacted them and has been consistently doing so for 3 months.

2) I learned how the code redemption worked just recently. In short, the [redacted] ([redacted]) will not be able to redeem the voucher since they do not have the last 4 digits that I have. For this case, "[redacted]" will be provided by me in order to match to the voucher code "[redacted]". It seems there is process flow within both [redacted] but particularly Gilt City.

3) I don't believe by relating me to the [redacted] ([redacted], [redacted]) is the right action as I purchased the voucher through Gilt City. I don't understand why I should be the middle person rather than Gilt City, for example have [redacted] issuing me gift certificate or Gilt City refunds my purchase amount. In another words, I am still not convinced the issue is fully resolved, after so many months of back and forth discussions.

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

Sincerely,

Business

Response:

Member has been contacted in seperate email.

Thanks,

Consumer

Response:

Better [redacted] Bureau:

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

Just a note, I do appreciate GiltCity made an effort as [redacted] never got back to me, through the phone or email.

Sincerely,

Review: I ordered 3 items through Gilt. They were purchased within the allotted time frame. After waiting for the items to arrive, the package contained one item and a receipt slip for a different customer. The item in question was neither of the three items I ordered. The label on the package was correct and also had the correct order number printed on it. The receipt slip inside had the wrong name, address, order number, and item purchased printed on it. The receipt matched the the contents of the package, not the outside label. I talked to customer service online chat through the www.gilt.com website asking what the proper procedure is to correct the error of returning the wrong item and receiving the items I ordered. The representative informed me she was looking into the matter upon entering the chat. Upon return, she stated a refund was given for my order. I did not ask for a refund and only wanted the items I ordered. Looking into my request, the representative informed me the items were no longer available and I was put at the top of a wait list should they ever become available again. This is unacceptable as they were to be a gift needed for the upcoming weekend. I am now being punished for Gilt's failure, and some stranger probably has my items. Gilt's representative said they did not want the unused, still packaged item back. I have no use for it.Desired Settlement: The company should complete the order with free overnight delivery for the inconvenience and no charge of original shipping price

Business

Response:

Hi [redacted]I am very sorry to hear you received the incorrect package, I completely understand how frustrating this must be for you.Unfortunately the items you ordered are no longer in stock, as we are a flash sale website all of our stock is very limited and once it has been purchased we do not have the ability to order more.I do understand this is not the resolution you requested however we have no way to get these items back into stock and sent to you.We will however offer overnight shipping on 3 other items, I have already issued the $24.95 credit to your account to cover the cost of this. For the overnight shipping to get the items to you by this weekend the order will need to be placed before Thursday at 3pm ET and the items must be within the estimated delivery at checkout.Should you have any further questions please do not hesitate to reach out to us.Best WishesSteveGilt 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:

Rather or not they are a flash sale operation, the failure by Gilt is not my problem nor that of any other consumer. I followed the rules set forth by Gilt's business model. Failure to deliver the products purchased is not, by any means, the fault of my own doing. The responsibility to deliver goods purchased through the Gilt website or app lies upon themselves. Their negligence has shipped my order to an unknown person, leaving me without the items I purchased and no means to reacquire my selected and paid purchase. An apology does not manifest the order in my possession. I do not accept their partial resolution.

Sincerely,

Business

Response:

Hi [redacted],Once again I do sincerely apologize you received an incorrect package.It is with regret that we do not have the original items you had ordered in stock and have been wait-listed on your account.From review of your account I can see that you have been given a full refund for the original order you received incorrectly and we have also applied a $24.95 account credit to cover cost of overnight shipping for replacement items.Should you have any further questions please do not hesitate to reach out to us.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:

Again, your apology does not make the problem created by Gilt go away. You are continuing to express the failure to fulfill the order is on my end. I assure you, it is not. My purchase was made when the items were in stock. The order I placed reserves those items for the purchaser. The recipient of the items purchased did not place an order for them. The purchase procedure defined and set forth by Gilt holds the company liable to fulfill the order. How you obtain your inventory is not my problem.

Sincerely,

Review: I purchased a set of gray sheets sets for my queen sized bed from this company. After months of waiting they sent me king sized sheet sets, which are not the items that I paid for. The sheets I wanted were sold out when I realized this mistake. I took a look on their site and found another set of gray sheets that cost almost double. When I called their customer service I asked to exchange these sheets for the only other set of gray sheets offered on their site (I would have asked for this even if they were cheaper than the original sheets). I got the runaround from their CS team for over 45 minutesDesired Settlement: I want the Gilt Groupe to send the a queen sized set of gray sheets.

Business

Response:

Hello [redacted],Thank you for reaching out. We're sorry to hear of the issues you have had with your order #[redacted]. Regrettably we do not have the Stitch & Loop Stone Wash Percale Sheet Set in our inventory at the moment so a replacement is not available. While we do have an exchange process in place, unfortunately we are unable to offer exchanges on items that are different to the original order. I can see that you spoke with my colleague [redacted], a [redacted] in [redacted] on the [redacted] December. I can see that [redacted] processed a refund for the sheets and advised you there is no need to return the incorrect item to us. This refund should reflect in 3 to 5 business days on your statement. I can see that as a courtesy gesture a discount and a credit was issued to the account for use on a future order. If you choose to reorder the alternative sheets the discount will apply automatically at the checkout. We sincerely apologize for any inconvenience and disappointment this has caused.Should you ever need assistance for any future queries you can also contact us on Live Chat here - [redacted]. Warm regards,[redacted]

Consumer

Response:

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

The fact of the matter is that I still did not receive the items I ordered, and then had to pay more to get the appropriate item. The correct response was to make an exchange so that I am still able to have gray sheets at the price I paid.

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

Sincerely,

Business

Response:

Hello [redacted],We're sorry that you feel that we did not adequately resolve your complaint.You have been refunded in full for the order, which should be reflecting on your statement shortly. Unfortunately, in this situation, we would be unable to provide an exchange for this item for the different set on the site as we have already issued a 30% discount with a maximum limit of $75.0. Also as this is a completely separate item, we would be unable to provide an exchange.Should you ever need assistance for any future queries you can also contact us on Live Chat here - [redacted]. With regards,[redacted]

Consumer

Response:

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

[Your Answer Here]

You guys could have made the appropriate exchange if you wanted to, but chose not to. As a result of Gilt's poor service on top of poor service, I did not get the sheets I wanted and had to spend more money. Seems like a complete shame and a total scam.

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

Sincerely,

Review: I purchased 2 tickets on May **, 2013 for a Yankee game which included a complimentary pre-game meal for a game on July **, 2013. Less than 2 hours before the game the game was canceled due to rain. The gilt.com representative [redacted] told us that night that we were able to get tickets to another game in the 2013 or 2014 season of equal value. We were sitting on field level. I now have tried to get tickets and have been told that we were ONLY able to go to the game reschedule for the following day (6/**/13). This was NEVER the case. We were assured and I received an email from [redacted] stating that we could go in 2014. I have tried NUMEROUS times to resolve through gilt.com but have been told I am out my $300.Desired Settlement: Yankee tickets on field level OR my money back.

Business

Response:

Hi there,

Thank you for reaching out to us.

Looking into this issue, I can see that the only contact we have received about this would have been within the last several weeks. However, I can see that the Member, [redacted], has also forwarded in an email and I can see that this would have led to a misunderstanding. For convenience, I have copied in the section with which both the Member and myself are referring to;

"The New York Yankees announced that tonight's game between the Yankees and Los Angeles Dodgers at Yankee Stadium has been postponed due to inclement weather. The game has been rescheduled as the first game of a separate-admission, day-night doubleheader for tomorrow, Wednesday, June **, at 1:05 p.m."

I can also see that, from the initial contact we have on file; "Because you had complimentary tickets this then meant in order to redeem these tickets your party would have to attend the rescheduled game which was June **, 2013, 7:05 p.m. start.

If the tickets were not used on this date unfortunately we cannot offer tickets to a future game. This offer was only for fans holding paid tickets. As your party was attending the alumni meal the ticket is deemed complimentary." As the email the Member has forwarded in went on to say;

"Fans holding Complimentary tickets (COMP) for tonight’s game must use them for the rescheduled game. Complimentary tickets (COMP) or equivalent tickets bear no cash value and do not have any additional benefits that may be offered to ticket(s) with a dollar value."

Unfortunately, as this is the case we are unable to provide a credit, refund or provide Yankee tickets on field level.

I do sincerely apologize for the inconvenience.

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:

I purchased 2 tickets on May **, 2013 for a Yankee game which included a complimentary pre-game meal for a game on July **, 2013. Less than 2 hours before the game the game was canceled due to rain. The gilt.com representative [redacted] told us that night that we were able to get tickets to another game in the 2013 or 2014 season of equal value. We were sitting on field level. I now have tried to get tickets and have been told that we were ONLY able to go to the game reschedule for the following day (6/**/13). This was NEVER the case. We were assured and I received an email from Jon stating that we could go in 2014. I have tried NUMEROUS times to resolve through gilt.com but have been told I am out my $300.

Your Answer Here]

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

Sincerely,

[redacted] Miller

Business

Response:

Hi there,

I do apologize, however, I am unable to see if there has been any change to the original complaint.

Unfortunately, as previously stated, we would not be able to fulfill the Member's request of being refunded or providing new tickets due to this confusion.

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:

I purchased 2 tickets on May **, 2013 for a Yankee game which included a complimentary pre-game meal for a game on July **, 2013. Less than 2 hours before the game the game was canceled due to rain. The [redacted] representative [redacted] told us that night that we were able to get tickets to another game in the 2013 or 2014 season of equal value. We were sitting on field level. I now have tried to get tickets and have been told that we were ONLY able to go to the game reschedule for the following day (6/**/13). This was NEVER the case. We were assured and I received an email from Jon stating that we could go in 2014. I have tried NUMEROUS times to resolve through gilt.com but have been told I am out my $300.I should be able to get tickets to the game as told by their representative, [redacted], and the email they sent to me.

Sincerely,

Review: I purchased a $999 Mulberry crossbody bag from gilt.com. The picture shows the bag in a lighter shade than the one I actually received. I have sent emails back and forth with gilt.com customer representatives and called them on June **. I showed them the picture I took under the nature light. It's much darker than what's pictured on their web site. I also showed them that the picture I found on mulberry website, which is also much darker than gilt.com picture. However, gilt.com insist the color that they show on their web site is true to the color of the bag and refused to accept my return. This is an expensive bag in the wrong color. I could not use the product at all. The same bag is also available in midnight blue. I requested to exchange for midnight blue and gilt.come did not respond.Desired Settlement: I expect gilt.com to take the bag back and refund me my purchase.

Business

Response:

Hi there,

After taking a look into the email correspondence, the pictures sent, and the image we had on the sale page, we do fully believe that the bag that was received was indeed the same colour.

Both images have been taken under very different lighting; the image we have provided being taken under a white flash photography, set against a white background, whereas the bag in the image provided was taken in a much darker setting. As such, we unfortunately, will not be accepting a return on this item.

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:

When you sell things online, it is important to present the products true to its condition. Taking the picture under a white flash does not show the true color of the product. My picture is taken under the natural light. I strongly believe that you have mis-presented your product and misled me into buying it. It's unacceptable that you refuse to take it back.

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

Sincerely,

Business

Response:

Hi there,

Unfortunately, with the pictures that the Member has provided us with in the past, we do not feel that the bag was misrepresented, and was shown in the correct colour and lighting. As previously stated, we would not be able to allow a return in this situation.

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]

I am sick of the ignorance and stubbornness of gilt.com customer representatives. I attached the pictures I took under natural light (1st picture), the picture from mulberry.com (2nd picture) and the one from gilt.com (3rd picture). It's for those who read this message thread to judge if gilt.com has truthfully advertised the color of the bag. Under the white flash light, gilt.com shows the bag in a much lighter shade. Before seeing the picture on mulberry web site and in person, I was misled into believing it's a light mocha/taupe color. The bag costs over $1000. I simply don't like it. Being a loyal customer for over 4 years, this is not the kind of service I expect. After almost a dozen of tiresome exchanges with gilt.com (including the 2 correspondences via [redacted]), I decided that I will no longer shop on gilt.com. Watch out for gilt.com traps. They have marked a lot of items as final sale. You may end up wasting your money on items that you don't like.

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

Sincerely,