Gilt Groupe, Inc.

Review: To whom may concern,

I would like to submit a complain regarding gilt.com do not honor my order and in the In the process of communication, they deliberately misleading or alleged consumers.

I bought a Moutain Buggy nano Stroller in Gilt.com in 2015/3/*,The order Number is [redacted].

When I was placing the order the website displayed "in stock" and the estimate delivered time is "2015/3/**-2015/4/*".But more than two weeks it still not be shipped so I go to the live chat to ask the situation but the customer services told me "Dont worry, it will be delivered on time." After this I asked the customer services many times but they all told me the same answer.

After one month waiting they begin to change the answer :"the stroller is on the way from the factory,please waiting".Unitl 2015/4/* they send a email to me and said "the red color is out of stock , but if you agree to choose blue or black one , we can send it to you immediately. I have waited so long and reply to change the color so quickly.

But after another two weeks,it still not be shipped.First I ask the customer service.,the answer is "the stroller has been prepared to ship in the Warehouse". The second time the answer changed to "It is out of stock and you need to wait another month". the customer service is very tough and told me "you can only choose cancel it or continue to wait".After two month waiting, I cannot accept this. I think this is kind of fraud.Desired Settlement: They need to be honest with the consumer and give an acceptable solution.

Business

Response:

Hi there,Firstly, I do want to sincerely apologize for your experience with Gilt, and with your order. I can certainly assure you that this is not our intent, and that we do try to help as best we can. Looking over your order, I can see that since your order has been placed, it had been given an estimated delivery date as the items were coming from the vendor, to Gilt, and then to you. However, once a delay had arisen, we had informed you right away, and as an apology waved the shipping for the order, to which you had agreed. Following this, the vendor had then advised us that the colour you had originally ordered was unfortunately out of stock and could not be supplied, however, we would be more than happy to provide a replacement in an alternate colour should you have wished. You had agreed to this, and again, as a token of apology, had issued an Account Credit for the inconvenience and disappointment. Throughout all of this, we had advised that if you'd like to cancel, we can certainly do so for you, however you had requested that we proceed with the order. We had also advised that the order was going to ship within 10 working days on 04/**, to which brings us to today. Sadly, we have not received the shipment from the vendor as of yet, as it is still within the original 10 working days, and are working to have this shipped for you as soon as possible. We would not be able to expedite this any faster for you, as it is a shipment coming from the vendor, however, the only option we have available aside of this would be to cancel the order. Again, my sincerest apologies for the confusion, frustration and disappointment caused, however, this would be the only action that can be immediately made for you. Kindest regards, [redacted].

Consumer

Response:

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

Because I think the answer is not to respect the facts and not solve any problems.Firstly,In the letter says "once a delay had arisen, we had informed you right away, and as an apology waved the shipping for the order, to which you had agreed",it's not ture.In the first month,I try to contact your customer service so many times but they always told me it will be delivered on time even it looks impossible in the end of March.No one contact me to tell me the delay actively until *,April.The waving of the shipping is not because the delay of delivered as your customer serivice is telling me "it is for the delay of shipping but it will be delivered on time"!Secondly,when your customer service contact me,I agree the change of the color and do not cancel the order only because she told me "if you agree the replacement of another color,it is in stock and will be shipping on time"!NO ONE TOLD ME I NEED TO WAIT ANOTHER MONTH EVEN MORE LONGER!In the end,the account credit cannot express any regrets or apology.When I ask to apply this credit to this order but the customer service refused,so the credit is meaning nothing for me and we both know I wouldn't buy any other things on GILT again.

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

Sincerely,

Business

Response:

Hi there,Again, We do sincerely apologize for your experience with Gilt, and with your order. We understand how disappointing this has been for you As we have advised sadly, we have not received the shipment from the vendor as of yet, as it is still within the original 10 working days, and are working to have this shipped for you as soon as possible. We understand you want this order as soon as possible, however we are unable to expedite the order or get this faster to you. As we have already mentioned at this point we can cancel this order for you and you will not be charged or you can proceed with the order and we can offer a further $30 off for the inconvenience. Again, my sincerest apologies for the disappointment caused, however, this would be the only action that can be immediately made for you. Kindest regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], I can accept the solution of keeping the order processing and getting $30 refund if GILT can ship it to me within 10 bussiness days as they promised. But I have charged for it through the ALIPAY so the refund should be return to my account .

Sincerely,

Review: I purchased a service voucher on Giltcity.com. When I contacted the merchant to book the service, they informed me of new terms specific to Gilt users that is not on the voucher. When I contacted Gilt.com who I paid the service, they refused to refund and asked me to work directly with the merchant. However, I didn't buy the service from the merchant, I bought it on Gilt.com. They took my money and refused to do anything about it when the merchant introduced new terms to Gilt users. There is no transparency on Giltcity.com since these terms were not mentioned. The new terms were that I have to pay specific amount in tax and gratuity BEFORE the service is rendered. Gratuity is always paid AFTER, not BEFORE, so this new condition specific to Gilt users was not mentioned in the Gilt voucher, and Gilt refuses to do anything.Desired Settlement: I want a refund on all 4 orders I placed with the merchant through Giltcity.com.

Business

Response:

Hi [redacted],I'm so sorry to hear that you're unhappy about terms and conditions attached to the vouchers you purchased for [redacted]. Unfortunately, as this offer has now ended and was noted as final sale, we're unable to provide a refund. On the sales page and on the voucher it stated that "Gratuity is not included; we recommend tipping 15% on the full retail value prior to receiving service(s) ($70)". I've also attached some screenshots of the sales page and the voucher where it specifies these terms and conditions. We sincerly apologize for any inconvenience this may cause!If it is of help we're happy to change the name on the voucher so that you may gift it to a friend or relative, or it can be redeemed with the vendor after expiry for goods and services to the value of the purchase price for a period of 5 years.You can find out more about our return policy here: [redacted]Should you ever need assistance for any future queries you can also contact us on Live Chat here - [redacted]. Warm regards,JessicaCustomer 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]

This is misleading. It says "[redacted]". A recommendation is different from actually happening. It should have said "you will need to tip prior to receiving the service". I applaud Gilt for the smart way in which a play of the words can mislead customers. And I have been a regular customer, spending thousands of dollars with you. And you are going to fight me for $105 after misleading me? Clearly you have big financial woes.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]I will accept the business response after the issue us resolved. As of now the business is still investigating and hasn't resolved my issue yet.

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

Sincerely,

Business

Response:

[redacted]Thank you for reaching back out.As of yet there is no update on our escalation.These can typically take about 5 business days for a resolution, we have marked it as urgent.We will be sure to be in touch as soon as we have an update for you.Have a great day, Pearl!Warmest RegardsNiamhGilt Service Specialist

Review: On December **, 2013 "Gilt" (www.gilt.com) was set to offer a Starbucks Rose Steel Card with a sale price of $450, said item according to Gilt.com was set to go on sale and offered to everyone at 12PM EST. The date mentioned above I drove out 2 hours from where I reside to a business who had a internet connection of 2Gbps, with this type of connection I was able to determine by doing a trace route that the hop time between me and the gilt.com DNS server was no more than 6 milliseconds. What i'm trying to explain is that with a connection this fast and a hop time of 6 milliseconds I would guarantee my self of getting a chance to purchase a Starbucks Rose Steel Card. At 11PM EST was ready and set in front of my computer waiting for 12PM EST to come around so I could purchase the item offered by Gilt. On the product page there was a timer, when this timer reached zero it would allow customer to purchase this Starbucks Rose Steel Card. When the timer finally did reach the sale time I was presented with an option to add item to my wait list, which means the item was sold out even before the stated time from Gilt.com. What Gilt failed to disclose is that the item would be offered to other customers at an earlier time, so by doing so this gave me and other potential buyers absolutely no chance in purchasing the mentioned item. I feel this is terrible business practice as they gave no disclosure of the item being offered early or how I could take advantage of such deal. I've been browsing reputable online store for the same item and found several customers who had multiple inventory of the Starbucks Rose Steel Card, so this is solid proof that there was no inventory from Gilt of the item being offered to customers. I've seen a reseller with six of these items up for sale by a reputable third party site; It is impossible for someone to have purchased multiples of this item if by the time the timer hit zero the item was already unavailable for purchase.Desired Settlement: I would like to be offered the opportunity to purchase this item again. it's possible for Gilt to offer this item to me one way or the other, the question is how long will the process take. There should also be more transparency by Gilt as to when its items will be offered to the public and if or if not there is a presale for the items.

Business

Response:

Dear [redacted],

Whilst we do appreciate your disappointment that you were unable to purchase a Starbucks Rose Gift Card, I can assure you that they were on sale and 1000 lucky customers successfully purchased them.

They did indeed sell out in seconds. As you refer to the option to waitlist the item in your email let me expand on this further. As

of 12:31 we had more than 11,000 waitlisted. The cards went on sale at 12:00. This gives some indication of how many people

were waiting as the sale went live and ultimately how many people were

left feeling disappointed.

As you are aware there was huge interest in these cards and there was simply far too few to meet demand.

I'd like to reiterate again in direct response to your complaint that there were cards available to purchase at the time the sale went live and people did successfully purchase them.

Your feedback along with the thousands of other members who gave us similar feedback is very valuable. We will take these learnings on board and if we feature the sale again we will give the feedback that our members want to ensure that we can more adequately meet demand in future.

Kind regards,

Review: I ordered a abag and I received a package from gilt with a dead rat and a broken lotion. My order number is [redacted].I reported this and was asked to send in pictures which I reluctantly did. I did not believe that they would ask me to handle a package that contained a dead rat [redacted] and smelly and decaying. I eventually did and received no satisfactory response. I am prepared to send pictures to the media to gain my hard earned money back. I can't believe a so called reputable company like this would not take blame for what has happened to me. I understand that mistakes take place from time to time but not taking responsibility when thing so wrong is unethical, dishonest and not in keeping with policy. I am disabled and very old and life is very hard. Please don't make it harder. I want my money back.Desired Settlement: I want my money back.

Business

Response:

Hi [redacted], We are sorry to hear you feel like you have

not received a good response from us. As advised yesterday on all of

your contacts, we take any issues like what you sent on very seriously

and escalated it to our warehouse and legal teams right away, when you

contacted us. We have had a detailed look at your accounts and all the

history and the issues you have had with us. In order for us to

investigate this further, we asked you for pictures of the packaging and

the inside of the pack with the rat droppings and the broken lotion in

it. As you have stated, the rat was alive in the box during

transportation, so it is vital we get this information as soon as

possible. We have also started an investigation with FedEx with regards

to the sequence of events and they are checking into this from their

end. You stated yesterday that you had called in someone from health and

safety / animal control to come to see the rat today. Can you please

forward the name and phone number for this person to us so our legal

team can be in touch with them and get their assessment on that

situation? For the duration of the investigation we have closed your

accounts, and as soon as we receive the information requested we can

proceed to investigate this further. As advised before, we would not be

in a position to issue a refund until we have all the necessary details

and the investigation is complete. We understand that this is an inconvenience and that you have been

issued refunds for incorrect and missing items before without asking for

pictures, but as you have stated there was a rat in this box you

received instead of the bag, further investigation is needed.Kind Regards, AnttiGilt.com

Review: I am a US citizen residing abroad. I logged onto the Gilt.com website to make a purchase and received a banner at the top of the website reading "Spend $100 and pay only $9.95 for international shipping (for a limited time)!". I looked for terms and exclusions on the website, but found none. Given that the website is a flash sale site, items are purchased quickly and the inventory goes out of stock. I have selected the items I wanted to purchase, totaling $140, but the shipping cost at the checkout was higher than the value of the purchases ($190). I tried to contact the retailer by phone on August [redacted], 2013, but due to the time difference with Sweden, the customer service lines (dedicated for international buyers) were closed. I wrote an email. Over 24 hours later, there was no reply. I returned to the site the next day (September *, 2013) and seeing the promotional banner still at the top of the page, tried to make the purchase again with the same result. I called customer service and received several responses as follows:

1) "The promotion expired" - when I asked why is it still being advertised on the page, the representative told me it was a "technical error". Checking the website now, it is still there, over 48 hours later.

2) I was then told that perhaps with the VAT, the products are less than $100. I added more items to the shopping cart, but the shipping cost just increased.

3) I was then offered, as a courtesy, a $10 reduction on the shipping cost. When I explained that that would still result in $180 in shipping charges, compared to the advertised $9.95, the representative told me it might be due to the fact that my items are "bulky". Having checked the weight of the item at 17lbs, I would argue that perhaps its not and also that none of these exclusions are apparent on the website.

When I said that I cannot see the terms and conditions of the promotion on the site, the representative said they could be sent to me by email following the conversation.

In summary, I believe this promotion is and was misleading. The company did not disclose any exclusions or terms and conditions on the website nor at the checkout. In addition to that, the representative claims the promotion was an altogether "technical error" and did not honor it.Desired Settlement: 1) As a resolution, I would like the promotion of $9.95 applied to my purchase by end of day September *, 2013 so that I may go ahead and make the purchase on which now I have spent several hours of my life.

2) I would like the company to apologize for poor customer service and make ALL future promotional terms and exclusions apparent on the site

Business

Response:

Hi Revdex.com,

We have reviewed member's complaint about service they received from Gilt and Gilt's Customer support with regards to the issue. Here's the events that occurred with member from Gilt's side. Member first contacted us 8/** on her for her Gilt account on another email address after placing their first order and receiving the discount. They wanted to use it for another offer but was advised that per the terms and conditions of the offer it was only for one use. She then contacted us on 9/* with the email address linked to this order attempting to use the discount on that one for an order. The Terms and Conditions for the offer were as follows:

Receive $10 off shipping costs, bringing it to $9.95

from $19.95 when you spend more than $100 USD. This offer does not include

shipping to: Canada, China, Mexico, Netherlands, New Zealand, Singapore,

Taiwan, Turkey, and United Arab Emirates. Valid for gilt.com and mobile app orders only. $10

off shipping must be used only once in a single transaction and may be

subject to product restrictions or exclusions. It does not include

any additional delivery or supplemental shipping charges above the

standard shipping charge. $10 off will not be activated if

the transaction is cancelled or item(s) are returned. The $9.95 shipping

fee will automatically be added to your cart at checkout if your order value is

greater than $100 and are shipping to applicable countries. The offer will be

valid from July **, 2013 at 5:00 pm until August **, 2013 at 4:59 pm ET.

Credit is non-transferable and may only be used by the intended

recipient. Offer may be suspended or terminated at any time. $10 off

($9.95 shipping) is valid on Gilt iPhone App, and iPad App. iPhone App and

iPad App must be up to date as of June *, 2013

for Free Shipping to be applied to order.

Gilt's Terms and Conditions state that each customer can only have one account with us and member has at least two, which is a violation of our policy. This can be viewed on http[redacted]. Also, when she contacted us over the phone and gave the secondary using another email on 9/* the offer had ended. We did have a technical issue where the banner advertising free shipping was still available on the site when she logged in and as a result of this we did add $10.00 in account credit to her account so she would be able to avail of the offer. As you can see from the offer's terms and conditions the offer was $10.00 off the shipping cost and some items were restricted as well as supplemental shipping charges were not included. We also emailed the offer to the customer when this offer was launched in our daily sales reminders so they had access to the terms and conditions in an email format.

We certainly apologize for any miscommunication or feeling of poor customer service, but customer was not eligible to receive the offer again for the previously stated reasons, the offer had expired, and we did honor the offer by placing $10.00 credit onto customer's account as a courtesy, but this is the extend we are able to accommodate.

Kind Regards,

Gilt Groupe

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the company has completely misrepresented the situation claiming I have over one account. We are two family members with the same name, that is correct. However, neither one of us has more than one account.

Review: I recently purchased a Balenciaga City bag from Gilt with $1469. The description said it is final sale and non returnable. But when I received the bag, I found two important brand tags are missing. The first one is one with brand name and indicating the product is new. The other one should list the year when the bag was made and the style of the bag. These two tags are very important for Balenciaga bags. When I contacted the customer service, they repeatedly told me this is non-returnable and they won't accept returns and no way to solve this problem. They also claimed that since the description of the product doesn't specify these tags come along with the bag, they will stand-by all labels.

I am not satisfied with this because 1) these tags and labels show the authenticity of the product and also show they are never used, 2) The value of the bag is also affected without these tags. However, they should come along with every sold Balenciaga bag. Gilt should not say it is ok they don't provide them because the description doesn't show they should come with the bag. It is common sense that every brand new product has a brand tag and all necessary tags.

Thus they fail to specify the condition of the product, mislead the consumer to buy it, use non-returnable policy to reject returns and no solution will be provided.Desired Settlement: 1) Gilt accepts the return and refund me.

2) Provide clear information about the products, especially for luxury products.

3) Revise their future return policy.

4) Apologize for their behavior.

Business

Response:

Hi [redacted],First and fore most I am truly sorry for the discontent this bag has caused and how dissatisfied you are with our return policy. As advised we absolutely stand by the authenticity of every product we sell. The nature of our website is that we specialize in Luxury goods at a discounted price. We work close by with trusted buyers who supply our Luxury goods to us, most of which are shipped directly form the Vendor to us, in all other cases they may be vintage which is boldly outlined on our sale page.All Gilt products which are final sale are final sale for the reason that they have been further marked down from the original or retail price, not because they are not authentic.The condition of the bag is outlined on our sale page. Everything outlined will be provided to you up on arrival of your order. Which would reflect the price of the bag form our website. If a certificate of authenticity was available this would have been noted on the sale page, however I have no problem escalating the matter to our Luxury department with hopes of sourcing this for you.I truly apologize for any disappointment caused in this matter. I would hope this email would provide further clarification to our products.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]First, I would like to thank Revdex.com for your quick response and helping to solve the problem. After viewing Gilt's response, I don't think they addressed my issue because,1) Every Balenciaga bag has 4 tags coming with it when it is out of the factory. I think this can be verified by Balenciaga. However, the bag I received doesn't have all tags. The two most important ones as I stated in my complaint are missing. Although Gilt says these tags are not listed in their description, lacking of some of the tags means the product is not complete. Furthermore, two other tags (one is about how to care the bag and the other is with control number on it) are coming with the bag. If following their argument that they haven't listed any tags in the description, I would not see the other two tags as well.2) I don't know the reason of missing tags. But I can say without these tags we can not guarantee the bag is AUTHENTIC and BRAND NEW. They SHOULD list this fact in their description to let the consumer know before they made the purchase. Then the consumer has the choice of buying from them or not. However, they utilize the description to reply to me that they don't need to provide the tags if the tag information is not listed in it. Is that a reasonable argument? Thus, I think they fail to describe their product clearly in the advertisement and omit important information to mislead the consumer. 3) The value of the bag without the tag is highly affected. If in the future I want to sell it in the second-hand store, I have great trouble to explain to the others why the tags are missing. They will question me as well. Although Gilt has a discount on the product, if I knew they don't have these tags, I would not choose to buy from them.4) I am against their final sale policy not because their price is not low enough, but because they fail to present the fact about the product but use this policy to reject any request regarding the problem of their product. That's why I don't think they addressed my issue. I insist my previous request for return. Again, thank you so much for your help on this issue.Sincerely,[redacted]

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

Sincerely,

Business

Response:

Hi there,We are sorry to hear you feel we have not addressed your concerns.We can assure you that every piece is authenticated by our trusted vendor, and also by our own Luxury Accessories team who would have extensive knowledge pertaining to these items and how to identify signs of authenticity.As advised by my colleagues this product was sourced by a [redacted] party so we cannot source the tags for the bags. The fact that these have not been included does not mean the bag is non-authentic. As this item is final sale and non-returnable, and was not advertised as accompanied by a Certificate of Authenticity, we are not able to accept a return.We can confirm that this item is brand new, and the soft distressed leather would be a design trait. As advised by my colleague [redacted], regrettably as we were not advised of this defect previously we cannot accept a return for this reason. Regrettably as a credit card dispute was filed on December [redacted], Customer Service can no longer assist you with this order as all correspondence regarding this issue will have to be directed through your credit card company and our order management department. Our sincerest apologies but regrettably this is no longer an issue that Customer Support can assist you with. We apologize for any inconvenience this may cause. Kind 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]

From the beginning to the end, you haven't provided any acceptable solution to my complaint and can not address my concern. The only claim is this is a final sale and non-returnable item. But this doesn't mean you can sell any used item as new and reject any consumer's request. If you read previous responses, some one said this is from Balenciaga, the others said this is from the [redacted] party. I truly doubt your business. Since you can not provide reasonable solution, I have to turn to the other agencies to protect my right. What I can say is that only honest business can last long.

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

Sincerely,

Review: I bought a voucher (paid $15 for a $30 credit) with Gilt for a company called [redacted]. It was not clear in the fine print that the voucher was only good for hot food and had to be used all in one time. They are now refusing to give me a refund.Desired Settlement: I want a full refund of $15 to my credit card.

Business

Response:

Hi [redacted],This sale page did indicated that you were only eligible for the hot food. I apologize for any confusion here. As this sale is still ongoing I have refunded your credit card for you.You will see this settle in 3-5 days.Best Wishes,[redacted].

Review: FALSE ADVERTISING

I recently purchased Bottega Venetta Shoes, JL Pants and Cashmere Gloves with GILT on their Extra 30% off promotion. When I completed the order I realised that the additional markdown as actually not 30% but only 20% off.

I then tried again on their CHILL40 promotion with extra 40% off winter warming products. I tried to buy some scarves totalling $183, if it is extra 40% off as advertised I should be receiving a $73.20 discount but instead I am getting $45.60 which is equivilant to a 25% discount.

It is extremely miss leading what they are trying to do and very sneaky.Desired Settlement: I would like to return the product and get a full refund

OR

I want the advertised additional 30% off that was advertised.

Business

Response:

Hi [redacted],All promotional codes on Gilt.com have terms and conditions attached which is advised to customers both in any promotional emails sent and again on the sale pages. The discount that you used on this order had a $100 cap which was met. Unfortunately as this order is marked final sale and is an international order we are unable to make an exception to allow a return.Im sorry for any disappointment caused.Regards,John

Review: It is about the order #[redacted]5 from Gilt.com. I purchased a Alliyah Hand-Tufted Rug on 5/**/2013. It is final sale and non-refundable. I understand this. When I received it, I am so surprised that the quality was so bad. First, the color of the rug is dark gray but the advertisement on Gilt.com is light gray which was really misleading. Second, the quality issue is this rug is losing hair heavily. My bedroom was full of hair dust. I am quite sensitive to dust and couldn't stop sneezing. I know it was final sale but this is quality issue. I sent the customer email but never response.Desired Settlement: they should provide better customer service!!

Business

Response:

Hello,

We are sorry to hear that you are unhappy with the quality of the Rug you received in March. We do not have an email from the email address on your account stating that you were having issues with this product.

We would be happy to refund you for this purchase in full to your Mastercard ending with [redacted] in the amount of $147.25. This refund should be reflected on your Bank statement with 3-5 business days. There is no need to return the item to us, you may simply dispose of the Rug if you no longer want to use it.

We hope to serve you better in the future.

Kind regards,

Gilt Groupe

Consumer

Response:

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

Sincerely,

Review: The customer service told me that my account was deactivated and order cancelled due to self refer which I never did. I clicked the refer link from my girlfriend and wanted to buy a gift for her for thanksgiving. I tried to contact them and told them the situation, but the customer service said that the reason was my cell number filled in that order was registered in anther state than my billing address. I found that very ridiculous since people don't change numbers after they move to another state! It's unfair and wrong that they do profiling customer and close their accounts when there are no misconduct from the customer.Desired Settlement: An apology! and activation of my account and order.

Business

Response:

Hello [redacted],Thank you for reaching out.We sincerely apologize for any miscommunication. Your account was deactivated by our Order Management department as the individual who referred you to Gilt has multiple accounts open. They could see many similarities between yours and other accounts including the IP addresses which have been used. Our Order Management department would be more than happy to discuss the reasons why your account was deactivated. If you would like to call us on [redacted] one of our agents will be able to transfer you to this department. Again, we sincerely apologize for any upset this has caused. Warm regards,[redacted]Gilt Customer Service

Consumer

Response:

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

[Your Answer Here]

I already talked to their customer service at that number before I submitted the claim. They are not making any effort here.

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 our response to your complaint.As previously stated you may dispute the deactivation by contacting our order management team directly. Contact Details: Email: [redacted] or Phone #: ###-###-####Once this team has verified your information and cleared you to shop with us they will reactivate your account.Best Wishes[redacted]

Review: I redeemed a 30 dollars off coupon during a new Insider promotions campaign. There was no expiration date or anything of this sort listed, and I was in the process ofmoving apartments and was waiting to redeem my thirty dollars after I moved. The coupon randomly disappeared and I was not told that it was only valid for a certain date or anything like that. I tried contacting customer service and they were unable to help me. Please validate the 30 coupon as it was not clear there was any sort of expiration date.Desired Settlement: Please provide 30 dollar coupon

Business

Response:

Hi There,

Thank you for you reaching out to us. We are sorry to hear member is dissatisfied with the expiration of their discount. All our promotions whether percentage or dollar off do have an expiry date attach to them and we do notate that on the terms and conditions of the offer. With insider offers specifically we list the

After reviewing the detail of the complaint and looking at the offer in question when anyone clicks to redeem the discount with their accumulated insider points, we do list very clearly that any and all the offers are only available for 14 days from redemption. Please see attached screenshot from [redacted] to illustrate. When you click any of the offers it opens up a pop up to confirm the points that will be taken and how long the discount is valid. In this screenshot there is not enough points to redeem the offer but if there were, then if would ask to confirm that member wants to redeem. The validity period is visible regardless.

While we want to work with our members as much as possible in this case we are unable to reinstate the discount for him to use as it did expire two weeks after redemption on July [redacted].

Kind Regards,

Gilt Customer Support

I redeemed a 30 dollars off coupon during a new Insider promotions

campaign. There was no expiration date or anything of this sort listed,

and I was in the process ofmoving apartments and was waiting to redeem

my thirty dollars after I moved. The coupon randomly disappeared and I

was not told that it was only valid for a certain date or anything like

that. I tried contacting customer service and they were unable to help

me. Please validate the 30 coupon as it was not clear there was any sort

of expiration date.

Review: I have placed an order back in late April for 3 pairs of shoes. I have received the first 2 one with the wrong size (first) and the second the wrong item (2nd pair, different color). I have contacted them on the same day and reported the issue. They offered me to wait until maybe they will become available and if not, then I can return them for full refund. They said that will be fine. I have ordered another (the 3rd) pair and it arrived. It was the right color and UK size. However, I wore them a few times and it kept feeling a bit uncomfortable. I checked in the sole and found out that the size is misrepresented and what's on the shoes does not match what they advertised online. I called and the agent was kind enough and said I can sent them back. In their defense, they have issued me one return label that I couldn't use (I was sick with [redacted]) but then they agreed graciously to issue me a second label. I told them that I will send the other two since nothing matchable became available since then, and they agreed to returning all of them at that date in June. I have shipped the items back and it was delivered to Gilt facility on June [redacted]. Since then, I haven't heard back. Yesterday, I emailed them to inquire. All of a sudden, today (ironically) I get a response that one refund was issued for the wrong size (first pair) but the other two were in worn condition and they weren't returnable!!! I knew I wore one and I was clear when I told them about it; however, there is no way I have worn the other one (2nd pair which was the wrong item/color). They said this is it, take it or leave it. I tried to convince them that I haven't put a foot in those shoes and I will not accept them back. No response!!! I spoke with two different agents and each one gave me a different story about the reason they were returned to me but both said the two shoes won't be accepted for return. One of them told me that because of the lengthy process, it's also a reason! (which didn't make sense because they have refunded me for one pair from the same shipment). What frustrated me as well is that she said they have just received the shoes. Records show that they were delivered to Gilt warehouse on June [redacted] and they have been sitting there for 3 weeks!! I want my money back. I can maybe understand about the worn one but for them to send me the wrong item that I haven't even touched and now telling me that it is damaged?!!! Unbelievable. That's utter misrepresentation and they are not telling the truth. I seek your sound judgement. I will wait for the shoes to send pics to show the condition of those shoes. I have out them back since day one after I received them and never touched them until when I shipped them. It's completely unfair. Up until two days ago, I was still a customer of theirs and I shopped from them because I had faith in their service and customer loyalty appreciation. I might have been delusional. I hope for your advice and resolve. Many thanks. **Desired Settlement: To issue me a full refund back to my credit card.

Business

Response:

We have looked in to the return that this member refers to and note that a return label was created for this member for 3 pairs of shoes that he said were incorrect. The notes from our warehouse state that only 2 pairs of shoes arrived in the return box. The shoes were not incorrect and that there was extreme damage to the shoes. The shoes were returned to the member. If the member is unhappy with this resolution, we would be happy for her to send in pictures of the shoes which were returned to us as [redacted] and she should request a call back from a Supervisor in our customer support department who can assist her with this issue.

Regards

CS Support Team Gilt Groupe

Business

Response:

We apologise that you feel that you have not had a positive experience.

Unfortunately the situation remains that we cannot create a refund for a pair of shoes that we never received.

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 have your story and I have mine. We appear to reach an impasse (from the beginning, more or less). No more business from me, my referrals or anybody I know of who uses Gilt. I will tell my story and relay my complaint.

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

Sincerely,

Review: I'm a [redacted] customer, my account in GILT is [redacted], I've placed a order in Gilt for [redacted] cosmopolitan travel system which includes a stroller and an infant car seat, order#[redacted] on **Jul2015, price is $499, shipping fee is $19.95, total amount is $518.95, paid via my [redacted] card ended with [redacted].

I've paid [redacted] for [redacted] clearance on **Aug 2015 before I received the parcel.

I've received a parcel on **Aug2015, but I found there is only a stroller in the box, the infant car seat is missing. So I contacted Gilt the same day, they told me the infant car seat is missing during the delivery, and they can offer me $125 refund if I decide to keep the stroller, if I want to return the stroller, they can offer $499 full refund but will not be responsible to [redacted] (over $75) custom, and I need to send back the stroller(over 15kg) by myself.

I've proposed that Gilt can resend an infant car seat to me. Gilt customer service refused immediately by saying they don't have resend service. Then I asked Gilt to take responsible to [redacted] because I've called [redacted], even I send back the stroller [redacted] customer still cannot refund me the custom. Gilt refused again by saying these money is not taken by them. Even they caused my loss.

Then I tried to understand how this missing happened, because a delivery note I received said only a box was shipping to me, I assumed Gilt has only shipped a stroller without the infant car seat. Gilt customer service confirmed that they have only shipped one box, then they took one week to investigate this order and tell me they cannot conclude the case, they are sorry but they need me to accept either $125 with the stroller or $499 with sending the stroller back.

Here I suspect Gilt didn't shipped the infant car seat but in order to avoid shipping cost of an infant car seat or other cost so they just simply replied they cannot get a conclusion. And $125 is not the proper rate which infant car seat stands in the whole travel set, on [redacted], the stroller is $499, infant car seat and adaptor are $199+$39.99=$238.99, not to speak of [redacted] fee.Desired Settlement: The best option for me is Gilt to send an infant car seat to me.

The second option is Gilt to refund $238.99+$30(custom for infant car seat) = $268.99.

Business

Response:

Hi [redacted]I am so sorry your stroller arrived without the car seat. I completely understand how frustrating this must be for you.I have consulted with our international team and they have assured me that should you return the stroller for a full refund [redacted] will reimburse you in full for any taxes paid.We unfortunately cannot issue a refund for a payment we did not receive. Of course we are still happy to offer a $125 refund back to your credit card should you choose to keep the stroller.Should you have any further queries please let us know.Best WishesSteveGilt Service Support

Consumer

Response:

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

[Your Answer Here]

Hi Steve,I've called [redacted] in person and got the feedback they will not reimburse the taxes I paid, you can check by calling +[redacted].I can't agree $125 refund because I cannot buy this car seat anywhere by $125, and this mistake is caused by GILT.I have waited one week for Gilt to investigate why the car seat is missing, but your customer support told me you cannot conclude.This is not a responsible answer, please show me the evidence, your customer support told me your store has only sent out one box, that means you haven't sent out the car seat, I don't understand why you cannot send the car seat to me now since you haven't sent it before, do you have the travel system or you only have the stroller but you put a false information on your website?What I need is a car seat, and I paid for it, please send it to me.

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

Sincerely,

Business

Response:

Hi [redacted],Unfortunately, the seat was never shipped. This item has a carton count of two however only one shipped from our warehouse. Upon investigation it appears as if there was an inventory error and we never received the seat from [redacted] therefor we are unable to ship the seat too you. Again, our sincerest apologies from everyone here at Gilt. Warm regards, Jessica Customer 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Hi there,That's the reasonable answer I would like to hear.Please refund $125 to me, I will keep the stroller.Regards,[redacted]

Review: Hello, On Dec [redacted] 2013 I was invited to join GILT by a friend. By joining the website and using the link that my friend sent me I was told that I would get a $30 credit for joining the website and that I would be able to use it on my first purchase. I made a call while I was in the process of checking out and was told that I'm sorry something must not of worked and I was charged the full price without the $30 discount. I had asked to speak to the [redacted]. At this point the The company (GILT) was able to see that I was sent the invite and even looked into my friends email address to confirm that she had sent the invite via Facebook. I was told at the time that they could indeed see this had been made. Again they told me there was nothing they could about it.They refused to give me the $30 credit towards my first purchase. I told them while on the phone that I want my ordered canceled this was all within 5 minutes of me placing that order. On Dec * 2013 I got a notice from my bank account that my account had overdrawn because they had the 71 dollars on hold for this item coming through. However I was able to call the bank on Saturday Dec * 2013 and was told that the funds had been released back into my account. At this point I had figured it has been taken care of. The funds were than removed from my bank account on Dec [redacted] and the item had been shipped to my address. The item is due to arrive on Dec [redacted]. I called the company today Dec ** 2013 and was told that they are sorry but they have no record of me calling to cancel my order. I than asked to speak to a manger again. The sales rep ([redacted]) asked if she could place me on hold. I agreed. After waiting on hold for 6 minutes she comes back and states that she does see where I had requested to cancel the order but because the item was coming from a warehouse it is not guaranteed that it will cancel. Again [redacted] told me that she was sorry there was nothing they could do for me. I again asked to speak to a [redacted]. [redacted] placed me on hold for 10 more minutes and came back stating that there are only 2 [redacted] on duty and that they were both busy. [redacted] took my phone number and told me that she would have her [redacted] call me.I have yet to hear back from the company 2 hrs later.Desired Settlement: I would like to request that they credit my bank account for the $30 dollars that should of been credited to me to begin with.The item is already on its way here for tomorrow and now I will have to pay a return fee to send back the item that should of been canceled to begin with. I followed every direction as indicated by the rep I had on the phone. There is no reason that this advertised deal should of worked for me.

I would also request that the company actually try to help the customers that they are servicing rather than tell over and over again that "I am sorry I see this is our fault but there is nothing I can do for you."

Business

Response:

To whom it may concern,

Review: I was able to add a $200 credit for $100 Solstice Sunglasses coupon into my checkout cart. I entered all my billing information and clicked 'submit to order' when a notification came up that I was to contact customer service due to an ERROR on Gilt's part. I did so, and the response took so long that the offer was sold out by the time I checked again.Desired Settlement: I would like the ability to purchase this $200 for $100 coupon.

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 Gilt voucher for $150 to be used for $300 of merchandise at a jewelry store in Santa Monica, CA. The day before the voucher expired in November, 2013), I visited the store. Due to the rudeness of the staff, I left and decided to order something online. That afternoon I placed an order. After I placed it I realized that between the tax and the shipping and the items being over the $300, I did not want the items so I decided I would let the voucher expire and simply use it toward $150 of merchandise at a later date (in accordance with my rights under California law). I called the store immediately and they cancelled my order. I did not pay anything, nor did I receive any merchandise. On April **, I went to the store and picked out two items totalling $225. I had planned to use the $150 voucher and pay the $75 difference. The [redacted] refused to allow me to do so, and she then called the owner who also refused. I was told that the matter "had been dealt with" and to "take it up with Gilt". I explained that in California a consumer has the right to use the value they paid once the voucher has expired. The [redacted] ([redacted]) told me to "read the fine print". The fine print on the voucher does not say anything about being able to circumvent California law and even if it did it would be void. I called Gilt customer service and was told my a [redacted] that they would not do anything. I called the corporate office and was told by [redacted] that I would receive a call back within 24 hours. I did not so I followed up again today. I was placed on hold and then disconnected. I called again and got a "Cisco voice messaging service" recording which noted that an operator was unavailable.Desired Settlement: I want my money back. Please note that I am alao filing a complaint against the merchant. I am not seeking double recovery. I just want $150 back.

Business

Response:

Following up on this recent complaint, this matter had been escalated internally, and as a result the member has been refunded $150.00 in Gilt Account Credits. This was communicated as follows to the member by our Gilt City Vendor Management Team

"As your voucher expired on November **, 2013, and your voucher is not being honored by the Moondance Jewelry Gallery for the purchase price paid, we have issued a refund to your Gilt Account. Unfortunately, as the redemption date for receiving this promotional offer has passed, we are unable to refund you to your original form of payment. We apologize for any inconvenience this may cause."

The member is looking for a credit card refund, which we unfortunately can not issue since the voucher has expired, this was also communicated to the member.

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:

I am not interested in a credit. I purchased the voucher specifially for the store. I am out $150 and I have no interest in purchasing a voucher for diet plans, hotels, restaurants I don't want to go to, clothes I'm not interested in wearing, etc.). I want my money back. I have spent HOURS dealing with this - I have been placed on hold, disconnected, lied to by the company (about someone from corporate calling me back in 24 hours - that was a week ago and no one called). I never want to do business with them again. I want a refund.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# 10010114, and have determined that my complaint has NOT been resolved because:

My credit card company states that the refund was not processed and they have no record. It is apparent Gilt made an error and can not be trusted. They need to mail me a check. Otherwise, they have received a $150 windfall for screwing over a consumer.

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

Sincerely,

Business

Response:

Hi there,

I have confirmed with our Order Management team that as of May [redacted], this $150 refund was released and applied to the members account tied to their Mastercard ending with [redacted].

This refund has been processed at our end and there is nothing further that we can administratively do to push it through.

If the member require any documentation which may be needed to substantiate this, they are welcome to contact us and be put in touch with our Order Management team.

Kind Regards,

Review: This is regarding an order (#[redacted]) from gilt.com I ordered four pair of pants and the sizes and cut of three pair are totally off. The two pair of blue Dartmoor pants are too small in the waist, about 2 inches less than the claimed size. The black Fremont is cut too large in the waist and hip area, when they are buttoned closed and zipped the waist measures more than 35 inches( claimed as 31). I order quite often from Gilt and normally do not have any issues with the clothes that I receive, however, these items are egregiously mis-cut. I do understand those items are final sale and non-returnable, however, gilt should have done better quality control, not just showing size guide. For those mis-cut items, customer has the right to return them, because they are not the right size claimed. Thanks. [redacted]Desired Settlement: Better quality control needs to be done, and let customers return any item that they are not satisfied due to mis-leading size guide

Business

Response:

Hi [redacted],

Review: The Gilt voucher no. [redacted] was purchased for a brand new Sole Bicycle (commercial price of $349); vendor shipped the item on Aug **; the item arrived on Aug ** in very poor conditions (with signs of wear, scratches, missing and broken parts) and since the vendor was unreachable by phone and unresponsive by email, Gilt was contacted instead to request a refund for the item to the original form of payment and by no means as store credit, photographic evidence on the item's condition, and receipts, among other information was submitted to Gilt; despite many attempts to solve this through support cases (Sep *: Gilt Case [redacted] and Sep **: Gilt Case #[redacted]) as today the refund hasn't taken place yet. The case has been escalated 3 times on their QA system. Gilt has clearly violated the terms to refund the money according to the refund policy posted on their website. The process is overdue by more than 30 days. I have received no concise responses and no information when inquiring on user protection policies, fraud protection policies and timeframes to solve this particular case.Desired Settlement: Issue a check for the value of the voucher and a $349 worth of store credit "Gilt credits" to my account

Business

Response:

When we take a look into the referral numbers you have provided, both [redacted] and [redacted] and can see that while this was escalated, our latest reply from the vendor had confirmed that they had reached out to you via the email address; [redacted], and had last reached out to you on 09/** confirming this. As you had not replied to this email, and replied a day later in response to ticket, [redacted]. As such, we are assuming that you had not seen this email.

Review: I purchased a coupon for a salon service. When I got to salon I realized it's on a third floor in a building without elevator. I am a heavy set person and can not walk so many stairs up.

Asked for a refund, but was told that it was my fault for not knowing that salon on a [redacted] floor in a building without elevator. Pretty expensive too, never even thought it could be a possible salon location.

Business

Response:

Hi there,I am so sorry to hear of your dissatisfaction with our Gilt City offer. I have looked into this, and unfortunately, it would not be possible for us to provide a refund or a credit. Looking into the sale page, I can see that, while there is no mention of an elevator on the sale page (as only offer related information would be presented), the offer does state that the location of the sale would be at on the [redacted] Floor, as per the attachment.Additionally, as was previously advised, this was a final sale and no returns item, as per our Gilt City returns policy, to which the Member had agreed to upon completion of purchase. Again, my sincerest apologies for the disappointment and dissatisfaction, however, on this occasion we would be unable to accept a return for this voucher. Kindest regards, [redacted]

Gilt Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because It didn't say on the voucher that there is no elevator in the building, and if you have health issues, immpobility, etc. and can't use stairs don't buy voucher for this salon.

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

Sincerely,

Consumer

Response:

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

You should of already asked the salon how they plan to provide service for people unable to walk to the [redacted] floor. Go ahead and inquire. Ask them if they know that they must have access to all.

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

Sincerely,

Business

Response:

Hi,Thank you for your response.Per your request, I have reached out to the salon. Regretfully they do not have an elevator at this time. We have asked our Gilt City team to ensure that this information is updated on the sale page in the event that we do work with this vendor in future.As a gesture for the inconvenience, I have gone ahead and issued a refund for your voucher. Please allow 3-5 days to see this reflected to your [redacted] ending with [redacted]. I have also reinstated the 25% off discount (max $25), which is valid for one month. I hope this helps, and once again I apologize for any disappointment caused.Kind regards,[redacted]

Review: Please see email correspondence below for SAME DAY DELIVERY:

Your reference number for this inquiry is [redacted].

[redacted], Dec ** 21:58:

Hello [redacted],

I hope this email finds you well.

As per our telephone conversation from earlier I would like to advise you of the [redacted] tracking information we have on file for this package, which reads [redacted] This merchandise needs to be signed for once it is being delivered to your address.

Please allow me to wish you and yours a very Happy Christmas and a prosperous New Year.

Warm Regards, [redacted] FAKE TRACKING NUMBER, NEVER RECEIVED PRODUCTDesired Settlement: FULL REFUND PLUS THE ACTUAL MERCHANDISE THAT WAS TO BE A CHRISTMAS PRESENT

Business

Response:

Hi [redacted],I am reaching out to you in regards to Order #[redacted]. As per your wishes I have attached a screen shot of the proof of delivery for this order. You can also track this at [redacted] with the following tracking number #[redacted].The package is showing to be signed by ' [redacted]' and we have received confirmation from your building that this is the building's doorman. Going ahead if you have any further inquires can you please reach out to your building and we have had confirmation it was delivered to this address. The address is as follows and was selected by yourself at the checkout[redacted]

[redacted]In relation to the Chat transcript that you kindly emailed into us at Gilt, I have extensively looked into this and I have spoken to the specialist who dealt with this. She has advised that there was an error on our part and you were advised that this order #[redacted] was cancelled. The specialist made an error and meant to advise that Order [redacted] had been cancelled this was also for the Hermès Rouge Casaque Taurillon Clemence Birkin 35cm that was placed earlier that day and was cancelled due to being in review status.I hope this clears things up for you and our sincere apologies for any confusion that has been caused,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:

[Your Answer Here]

I had given Gilt fair notice, that by charging my card Gilt had acknowledged the merchandise was not received. For such a high value item,I needed to protect both myself, Gilt and [redacted] from an non-received high value transaction. While you could buy a car for that amount authorization of transaction by credit card transaction served as the "contractual" agreement. What I had and Gilt had insisted on their end, was same delivery via [redacted] was agreed upon and promised on. Please see attached screen shot. As a consumer purchasing an item online, I have the right to chose the method of delivery that best suits my needs and the company I am buying from should be insured and covered even for items of lesser worth let alone something priced the amount of a car. Should a retail company not offer shipping that is up to my standards and preference, I would choose to shop elsewhere. Now, a week later, Gilt sends me a non [redacted] link to which shows nothing and still claim the package was delivered. The evening of expected delivery, waited until 9 for [redacted] to come, but the package never came and immediately contacted Gilt who had no immediate answer at that time. This courier service does not look reliable I would recommend GILT following up with this [redacted] as I was provided a [redacted] number and would ONLY accept a [redacted] or [redacted] package for such a high value item. This certainly does not look favorable for Gilt considering I still do not have my package and may confirm with you that you were given fair warning about proceeding with processing my credit card without my authorization. I authorized a [redacted] DELIVERED Hermes Birkin and that was what I was told (see attached). To have another delivery service deliver a high value item is something I did not and will not authorize,

Kindly apply full refund as you may consider this a breech of contract or send me my purchase.

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

Sincerely,