Gilt Groupe, Inc.

Review: Gilt, an on-line retailer, was offering a promotion: make a purchase and receive both 1500 United Airlines miles and five (5) times the number of United Airlines miles on every dollar spent. On ** March '13, I ordered $880.00 in merchandise: Order #[redacted] The Tailored Man Subtotal: $880.00 Custom Suit & Two Custom Shirts Sales Tax: $0.00 Total: $880.00 Date: Mar ** The purchase date and amount is not being debated or contested; we agree on the date and amount. Moreover, Gilt recognizes the promotion. I am due 5,900 United Airlines miles. Gilt recognizes this (in writing to me via email), but has not followed-through on delivery the miles. Gilt for the last 4 months has told me in writing that the United Airlines miles are on the way (May, June, July, and now August). There is nothing to indicate they will make good, having broken their delivery promise 3 times.Desired Settlement: I am due 5,900 United Airlines miles. I would like these miles to be credited immediately. Oftentimes, miles due longer than 6 months (September **, 2013) are voided. If they are unable to credit the miles, I would like a $200 refund (not on-line credit). Thank you.

Business

Response:

I can see that your request for the points for your $880.00 order has been sent off to be actioned.

This request was added on [redacted] July.

I have escalated this further, asking for an timeline as to when these points will be added for you.

In the interim though you can rest assured that this is a matter or when, not if.

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:

While I appreciate Gilt's response to this Revdex.com complaint, this is but another request for me to "wait longer" and trust them. History indicates that Gilt's credibility is severely compromised by a pattern of not following through on promises.

For example:

June [redacted]: ([redacted]) "We are so sorry to hear that your miles have not yet been posted!"

June [redacted] (Gilt Employee [redacted]) "It will take a couple of weeks but you should see the points on your United statement in the first week of July"

June [redacted] (Gilt Employee [redacted]) "you should see the points on your United statement in the first week of July"

July [redacted] (Gilt Employee [redacted]) "Please allow 3-5 business days for a resolution"

July [redacted] (Gilt Employee [redacted]) "this is currently being worked on and we are confident that your points should be reflected on your account by mid August."

Nothing herein is indicative of a company that delivers what it promises, let alone worthy of my continued trust.

As such, I think it is fair for me to give Gilt the benefit of continued doubt and wait until ** August, what can be safely called "mid-August" and 3 weeks from what Gilt states as the latest elevation of this case.

On ** August, 5 months after the purchase, Gilt should take full responsibility for its false claim and right the situation by monetary compensation to be deposited in my account no later than ** August in the amount requested in the original Revdex.com claim.

Should neither the miles be deposited on or before ** August nor money be deposited on or before ** August, I can only assume that Gilt would like to settle this matter in small claims court.

Sincerely,

Business

Response:

The request for reward points was added for [redacted] under United Member number United#: [redacted] we also appear to have another [redacted] with a different reward number. Could you please advise the email address associated with the account and the correct united miles reward number to ensure that the correct information is being escalated?

Review: Placed an order for 5 sports coats on 12/** 1:02 PM, paid for 2 days shipping to have it delivered by 12/**. The estimated delivery was 12/** to 12/**.

Called the customer representative on [redacted] 11:00 AM and was advised that GILT is not sure what happened and shipping cost of $15.95 was refunded. The representative informed the case has been "escalated" and will track the shipment to provide an update within 72 hours.

No communication since, called customer service number and spoke to a different representative on [redacted] 11:07 AM, was informed the "escalation" now takes 3 to 5 business to provide an update on whether or not it has been shipped.

As a consumer, although the shipping charge was refunded, can't help but feel the website has misinformed me on multiple occasions. Different representative providing different information that has no credibility, definitely created much inconveniences.Desired Settlement: Make it right for the much inconveniences this issue has created, as I made the purchase on [redacted]to accommodate my travel plans on [redacted].

Business

Response:

Hi R[redacted], I have reviewed your Order and I can see that this matter is currently under investigation with our shipping department. Our internal investigation procedures can take up-to 3-5 business days and once we have an update we will be sure to follow up with you via email. I do sincerely apologize for any inconvenience caused.Warm regards,DenisCustomer 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: I could write a novel about my experience with Gilt but I will attempt to be brief. I purchased a bed and two dressers in early October. I would receive alerts via email from time to time letting me know that my order would be delayed. I decided to contact the manufacturer after emails to Gilt were unreturned and wait times to speak to a live person exceeded 45 minutes each time. The manufacturer let me know that they told Gilt that the bed would be on backorder for months, and yet Gilt chose not to disclose that information to potential buyers like myself. The dressers however, which I was told my Gilt wouldn't be available until 4 months after I placed the order, were indeed in stock. I was told many times by customer service and managers alike on Gilt's end that this wasn't true, despite having proof in writing from the manufacturer. After endless calls and arguments they agreed to ship the dressers, although they never truly apologized for their outright lies to me time and time again. Now it is January [redacted] and the bed has been in the possession of the shipping company that Gilt hired to deliver it, since January [redacted]. My calls and emails to their shipping company have gone unreturned and I was told yesterday that they think they may have lost it somewhere between California and NJ, despite their website showing it is in NJ. To boot, it shows in their system as half of the parts to a Queen bed and half of the parts of a King Bed. Gilt responded by telling me they have no idea if it is a clerical error or indeed the wrong parts, but they can't do anything until the bed is delivered to see if it can be put together. That of course can't even happen unless the bed is found. And gd forbid there is damage. At this point I've been sleeping on the floor for 4 months and Gilt has taken zero responsibility. In fact, I didn't receive any worthwhile response until I complained on social media. At this point, I painted the rooms, changed the fan, blinds, carpet and accessories including a large expensive mirror, all to match the furniture purchased from Gilt. I have invested countless hours trying to fix a situation that no one seems to care about all except me. This has gotten to the point where I can no longer function in my place of work or be happy in the brand new home I purchased, because my bedroom looks more like a frat house than an adult home , and my back hurts from laying on a thin mattress on the floor for such an extended period of time. I want Gilt to fix this situation now and stop ignoring what has been going on and stop making me feel like I am the problem here. I am livid about this situation and about to hire an attorney and sue for more than just the cost of goods.Desired Settlement: I would like a full refund for the products that I ordered and I would like to keep the dressers after the experience I have been through. I would also like to keep the bed if it is found and either pay nothing or at a highly discounted price. And most of all, I want some real resolution now and not next week or next month. Now.

Business

Response:

Hi [redacted], I sincerely apologize for the delay in you receiving this order. I have reached out to XPO this afternoon and they have assured me that they will be reaching out to you in the next 24/48 hours to schedule delivery of your order. Regretfully we would not be in a position to refund you for the order in full. I can see from the notations on your account that we have accommodated you with a refund of the delivery charge of $199.00 & a additional gesture of $150.00 on the 12/**/2015. Once the remaining shipment has been delivered to you we will review and certainly accommodate you for the delay.Kindest regards, DenisGilt Customer Service Supervisor

Review: I bought Loake leather boots at Gilt ,paid and take half month to received .but the boots I received in incorrect size they are not a pairs ,I ordered is size 8,the boots I received left is size 8 right is size 8.5.

Business

Response:

Hi There,Upon review of your order for the Loake Mulligan Leather Boot I can see that you were in contact with our Customer Service on Nov **, 2015 and they have set up a Return Label for you to return this item back to us. Once your return has been received, it will then be processed by our warehouse returns team within 3-5 business days of receipt of your return. You will be refunded in full for this purchase. Please note that refunds typically can take 3-5 business days to process back to your credit card depending on your financial institution. Regretfully we do not have this item in inventory so I have waitlisted this item in case it does come back on sale with us in the future.I do sincerely apologize for any inconvenience caused.Kindest regards, DenisGilt Customer Service Supervisor

Consumer

Response:

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

[Your Answer Here]

I make full payment and waited long time to received a defect order,Gilt did not show any honest on their fault,just ask me return and waiting my refund,and did not send me a correct one or any refund for their mistake.

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

Sincerely,

Business

Response:

Hi There, Regretfully we are still awaiting delivery of your return and once it has been received back in our returns warehouse you will be refunded in full for your purchase. I do apologize for any inconvenience in regards to your recent purchase. Kindest regards, DenisGilt Customer Service Supervisor

Consumer

Response:

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

[Your Answer}Gilt always repeat the same words,I can not see anything they want settle my complaint ,I can not accept their solution.

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

Sincerely,

Gilt Groupe is a horrendous company with a horrendous buisness model. They have cancelled my order without explanation and they refused to refun me my monies when they failed to deliver my purchased item. I called several times and they remained unwilling to remedy the issue. Their own records showed that I did not receive my item yet with that knowledge they gave me the run around and were never willing to refund my payment for an item they never delivered.

Review: I ordered a diamond necklace, and when I received it I was disappointed to see that the necklace that I received did not, in my opinion, look like the picture of the one I ordered on the website. In the picture the necklace looks understated, which is what I liked about it; however, the necklace I received looks bright and garish. The shape is subtly different, as well. I contacted the business to request a refund, but they insisted the necklace is the one pictured, and would not let me return for a refund, as the necklace was listed as final sale.Desired Settlement: I would like to return the necklace for a refund.

Business

Response:

Hello

We are very sorry to hear the member is unhappy with their purchase.

After reviewing the photographs sent in by the member (attached) and also the images from the sale (attached) we are unable to offer a return for this item.

The images do show the pendant necklace matches what was advertised in the sale.

Best Wishes

Review: Bought a pair of Saint Laurent 75 shoes from Gilt.com on March *, 2014. Shoes arrived March *, 2014, they were missing a pair of heel taps that come with all designer shoes. When I contacted them that they, they said since it wasn't listed on the page they were selling from, it isn't included in what I ordered. Please note that a dustbag was not listed as included but was in my order. When I asked to get a refund because they were unclear about what is included and what is not included, they were adamant that it was not possible. I questions the authenticity of this product because it doesn't not include all that is included when buying designer brand.

You have received a message from the Gilt Groupe Customer Support team. Please see below and respond to this email with any questions or comments.

Your reference number for this inquiry is [redacted]

[redacted], Mar ** 19:37:

Hello [redacted],

As per our discussion, this email is to confirm that I have already undertaken the following actions;

-I have gone ahead and reached out to the warehouse in regards to the Saint Laurent Paris Tribute 75 Leather Knot Platform Sandal, about whether or not they were supposed to be shipped with a dust bag and heel tips.

-While waiting on an update from the warehouse in regards to the above, I have also gone ahead and notated your account in regards to this.

The warehouse have come back and confirmed that the item was not supposed to be shipped with a dustbag and heeltips, however, I will be reaching out to them again, requesting information as to why your particular order, [redacted], was shipped with a dustbag.

As soon as I do get back any information regarding this, I will notify you as soon as possible.

All the best,

Gilt Groupe Customer Service.Desired Settlement: I want a refund for the product I purchased back to my credit card.

Business

Response:

Hello

Review: I purchased a Gucci Sukey Style handbag in July 2013 for over $835.02. Three months later two parts fell off from the bag - the weighted zipper tab and the Gucci logo key chain. On 11/**/13 I emailed Gilt with photos of the defects and requested a refund from Gilt Group because I believed I was sold a fake Gucci bag. Since then, on 1/**/14 the zipper top has fallen off, rendering the bag unusable because it is virtually impossible to zip it open or close. There are also loose threads on the handle. Gilt Groupe's [redacted], responded by saying that they sell only authentic products. They refused my refund because it was a final sale item, that it was not damaged when I received it and because it was four months after the purchase date.Desired Settlement: I would like to be refunded the full cost of my purchase - $835.02.Thank you.

Business

Response:

We have reviewed the complaint we have received and I can assure you all items we sell are 100% authentic and have to go through a vigorous authenticity check before they are available to be sold.

We cannot issue a refund or authorize a return as when the member received the bag is was not damaged, it was a final sale item and non-returnable.If the member had received the bag in a damaged state, they could have contacted us within 21 days or even after this to return the item.

The first contact we had from the member about issues with the item was 4 months after the delivery of the product which was outside the returnable dates.

At this point it is now 6 months after the delivery of the item so again we will have to say we will not be issuing a refund.

The member is free to contact us about this at any point.

Consumer

Response:

Bettereasoiness Bureau:

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

[Your Answer Here]

Gilt's response is unacceptable because an authentic Gucci bag would not have various parts falling off 4, 6 months or even a year after purchase. In addition when I compared the bag to an authentic Gucci bag in the same style, it was fashioned in a different style and out of much cheaper quality materials.

Buyers beware! Do not purchase so called authentic items from the Gilt Groupe or gilt.com. There Is a reason for the high number of consumer complaints against this company.

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

Sincerely,

Business

Response:

In relation to the latest comment,

We stand over our products that they are authentic.Again we have to re-iterate that we cannot accept a return for this item as it was outside the returnable dates.

Apologizes for any inconvenience.

Review: I've placed an order #[redacted] on Nov. **, 2014 via website [redacted]. The item is "BED : STU Crockpot Oxford, Color: teak rustic/tan rustic, Size: 9", total amount is $87.33. When the package arrived after nearly 1 month's international shipment, I found the shoes type is different from what I ordered, and the worse thing is the shoes have defect in left pair: 3 deep scratches in the back side. Then on Dec. **, 2014 I contacted with customer service through Email, they admitted the defect and promised to offer a refund to my paid credit card. But till today (Jan. **, 2015), I still did not receive the refund yet, after contacting my card bank, I got the information that there was never any refund from Gilt.com. I felt cheated by Gilt.com, it seems that they do not want to fulfil the duty of after sales for WRONG ITEM WITH DEFECT, as I'm a customer in China and have no way to make claim to get my customer right.Desired Settlement: I would like to return the shoes, to receive a full refund and Gilt.com must afford the international transport cost from China to US. If they can not accept the return request, I can only keep the shoes if they refund me about 50% of my purchase price, which is $40.

Business

Response:

Hi there, First of all, I am so very sorry for the inconvenience caused to you here. This must have been so disappointing for you! Having reviewed your order, I can see that we received a dispute from your credit card company on 12/**/2014. As such, we are currently unable to issue a refund that would process on your credit card as this dispute is currently active. So long as this is the case, regrettably we have no ability to issue a partial refund. This dispute will be settled by our Order Management team in collaboration with your financial institution. The timeline for a resolution on disputes for an international payment is currently around three months. If you would like to return these shoes, that is absolutely no problem. However, I would like to point out that your refund would still be delayed so long as this dispute is active. Again, I am so sorry for the disappointment caused here. I am confident that your future experiences with us will certainly be more positive. Warmest 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:

After communicating with card bank, the dispute has been canceled, and there was still no action from Gilt.com, even an E-mail to inform me. Please make the refund ASAP. Many thanks.

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

Sincerely,

Business

Response:

Hi there,Again, I do want to sincerely apologize for your experience with us thus far. I have just spoken with our Order management department, who would handle all of our disputes and unfortunately, we do not have any indication that the dispute has been dropped. Sadly, this does mean that we would be able to move forward until the dispute has been dropped and removed. My sincerest apologies for the inconvenience. Kindest regards, [redacted]Gilt Customer Service.

Review: Hello,

I have a few questions about items from orders:

Order #[redacted]Item: Vince Hollie Patch Pocket Slim Jean

Can I return this item for Gilt credit. I know it is final sale but I really do not like the cut in real life compared to the photos.

I would also like to return the following unworn items for the same reason:

Order: #[redacted]Item: Avaleigh Metallic Baseball Top

Order: #[redacted]Item: Free People Railroad Striped Pant

Item: Twelfth Street by [redacted] Signature Stripe Silk Pant

Order: #[redacted]

Item: SeychellesSlap On The Wrist Boot

Order: #[redacted]

Item: Free People Candy Yoke Linen Top

Order:#[redacted]

Item: Firth Waterfall Shawl Collar Wool Cashmere Cardigan

-------

The following items I would like to have replaced because they developed holes after light wear:

Order: #[redacted]Item: Free People Solid Sheer Batiste Tunic

Order: #[redacted]

Item: Free People Candy Yoke Linen Top

----

The following item was not included in the order and never arrived

Order: #[redacted]

Item: Free People Buttermilk Biscuit Cardigan

---

Can you also please confirm that order #[redacted]was returned to sender and process a refund for all these item back to my credit card?

---

Finally, can you provide a new return label for the following:

Return #[redacted]Return #**Thank you so much,

[redacted]Desired Settlement: Accept Refund Merchandise

Business

Response:

Please inform the member that we are more than happy to facilitate all that we can on their requests. They are welcome to reach out to us at [redacted] or [redacted]

Review: I purchased an 8 X 10 Momeni Rug called Bee's Knees. The transaction went through on 7/**/2013 for $169.86. On 7/**/2013 I received an email stating they were out of stock and could not complete my order. After further review I logged into the site to see they had then changed the price of the 8 X 10 rug to $515. I emailed then to say that I would wait until they received another shipment. They then proceeded to tell me they would not honor the price but they would put me first on the waitlist. They also told me the reason they couldn't fill the order was because the company Momeni was out of stock. I contacted the company and they stated they have them in stock. Also every other website selling the rug still has them for sale stating "comes directly from vendor."Desired Settlement: Send me the 8 X 10 Momeni Bees knees my daughter picked out for her Birthday (august [redacted]) at the price $169.86 plus $15.95 shipping as it was sold. I have the receipt.

Business

Response:

To Whom This May Concern,

Review: This complaint arises out of GILT reneging on a written (email) agreement to resolve a dispute: Months after promising a credit of a specific amount, with no other restrictions, GILT now claims the credit was always subject to expiration and in fact has expired -- conditions nowhere mentioned in the agreement wherein the credit was promised and provided. On October **, 2012, I purchased an electronic voucher from GILT for classes at the DanceFIT studio in Brookline MA. (GILT voucher number [redacted].) GILT charged me $42 for this voucher. GILT was the merchant of record for the transaction. In November 2012, I found that DanceFIT was falling short of its obligations to me. Specifically, DanceFIT cancelled multiple classes I had planned to attend. Given the tight restrictions of the voucher (all classes had to be used within a brief period), this made the voucher worthless to me. I contacted GILT and raised these concerns. GILT offered me "a Gilt Credit for that amount to use towards any future purchases". I accepted GILT's offer: "Thank you. I accept your second option, Gilt Credit for the original purchase amount towards my next purchase from Gilt City." ([redacted], Gilt Customer Support, Nov ** 14:32 (EST)) GILT confirmed my acceptance: "As per the previous arrangements, your account has been issued an Account Credit in the amount of $40, the initial cost of the DanceFIT voucher." ([redacted], Gilt Groupe Customer Support, Nov ** 19:37 (EST)) The quotes in the preceding paragraph give all relevant terms of our November 2012 discussions. No Gilt representative indicated that the credit would be limited in any other way, e.g. limited to a purchase in a particular period. I would not have accepted a credit with such a limitation. I recently learned that, unbeknownst to me and unmentioned in Gilt's November 2012 offer or my acceptance of that offer, GILT at all times intended that the credit would expire after three months. Given the reduced quantity and quality of GILT's recent offerings, I do not know whether I will have occasion to make a further purchase from GILT within three months. But in any event GILT already agreed -- as quoted above -- to a credit with permanent validity. I pointed this out to GILT in a further support thread to GILT (#[redacted]) but GILT staff insisted that a further three months validity is all they can offer.Desired Settlement: Refund of credit with permanent validity, or alternatively refund provided as a check mailed to my mailing address.

Business

Response:

Member purchased a Gilt City voucher on October [redacted] 2013. They contacted Gilt City on November [redacted] requesting a refund on the City voucher for DanceFIT - Five Pack of Classes that she paid $42 for. They stated that the reason was that they were only interested in the Zumba classes and only on Saturdays. We denied the request because the voucher was not specifically for those classes or for Saturdays.

The information listed on the sale page was the following:

Choose your five DanceFIT classes from among such popular classes as signature balletFIT™, Pilates with Resistance Tubing, Music Video Dance, Zumba with Abs, Virtual Barre Fusion Fitness and many more.

In BalletFIT™, you’ll mix core ballet moves with hand weights to work the thighs and abdominals.

Pilates classes incorporate resistance tubing and other props to promote a full range of motion, increase flexibility and build muscle without bulk.

Shake and shimmy in the Zumba class to Latin music, or learn the dance moves from popular music videos in the Music Video Dance class.

Virtual Barre Fusion Fitness is an online class you attend over Skype—so no more excuses when it comes to fitting in a quick workout.

First class must be taken by Monday, December **, 2012

Offer is final sale and non-refundable

Limit one of each package per member

Valid for new students only

Can only be applied towards adult classes

Package cannot be used for workshops or DanceFIT Babies

Subject to availability; please schedule classes well in advance of desired date

90-minute cancellation notice is required

Classes must be initiated by December **, 2012

All five classes must be redeemed within two months of activation date.

This was also listed on the voucher. Member was unhappy with this and came back to us again and ultimately we gave her two options as Gilt wanted to accommodate member and told her she would be able to use the voucher for the purchase value at the location for 7 years based on the state law or we would issue a service gesture of $40.00 for the disappointment. Member chose the latter option. This was not a refund, but a discretionary service gesture from us. The credit expired after 3 months and because we did not state that to her at the time we have reissued it for her for another 3 months on the [redacted] of June. We have communicated this to customer again and they are not happy happy with this. We do not have the ability to issue indefinite service gesture which is what they are looking for. Considering that the sale page clearly stated that the voucher was not for a specific class or a day we believe we have been accommodating customer in this situation and because the voucher has not been refunded they are still able to use it for the face value as well.

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 business continues to ignore their obligations under the settlement we previously agreed to.

The business's reply includes the following admission:

"We [the business] told me [[redacted]] that we would issue a service gesture of $40.00 for the disappointment. ... This was not a refund, but a discretionary service gesture from us. The credit expired after 3 months and because we did not state that to her at the time we have reissued it for her for another 3 months on the [redacted] of June."

Notice: The business specifically admits that 1) it agreed to provide me with the $40 credit in resolution of the dispute, and 2) the business agrees that it did not tell me, at the time of the resolution of this dispute, that the credit had an expiration.

It is a fundamental principle of contract law that the plain language of the contract should be honored. Here, the email trail indicates an offer and acceptance for a credit of $40 to be used towards any future purchase from this merchant. The email trail gives no suggestion that the credit is encumbered in any way -- no suggestion that it is valid only for certain kinds of offers, and certainly no suggestion that it is limited to use in a certain period of time. How can it be that the merchant gets to add a term like this after the fact? It's insulting and fundamental to contract law.

The merchant now says that, contrary to their employee's prior commitment to me, "We do not have the ability to issue indefinite service gesture." OK. Then send me a check for $40. I'll use that check if and when I decide to buy something further from the merchant. The merchant's limited IT systems don't excuse the merchant from fully performing its obligations under our prior agreement.

Sincerely,

Business

Response:

Hello,

Review: Gilt.com advertises that for every friend you refer them to after they place their first order you get $25 credit. I have invited two friends to join Gilt.com. Both have made a purchase. I have checked my credit after the orders of my friends were shipped and I saw no credit on my account. I have contacted Gilt.com and made them aware that I was not credited for inviting two friends/family members.

They replied that my friends did not use the referral link that I have provided in the initial invitation email and only through accessing that link I would be credited. However, this is false. Both of my friends, who are actually my sister and my mom have signed up with Gilt.com through the link provided. We live in the same house so at the time they signed up I was with them, in fact helping them to sign up as my mother is not really good with computers.

Gilt.com gave me another reason for not being credited, this being that in order for me to be credited $25, each of my friends should place an order of $50 or more. Both my sister and mom made a modest purchase wich was less then $50. I went back on their website and looked a second time into Referral terms and conditions and there is nowhere mentioned that the orders that friends place should be $50 or more so that you can be credited $25 for each friend. Here it is, and I am sure you will find this too on their website:

Referral Terms & Conditions

Receive a $25 credit towards a future purchase (the "Credit"), exclusive of taxes, shipping and delivery, when a friend or family member's first purchase on Gilt ships, provided that (i) such purchase was made as a result of an invitation or sharing products from you and shipped within six months of receipt of your invitation and (ii) you shared your product or your invitation was sent through a Gilt authorized channel (Gilt's website, [redacted] or other social media channel supported by Gilt). By participating in Gilt's referral program and claiming the Credit, you represent and warrant that any person that receives a commercial email message as a result of your referral is your friend or family member. Gilt may at its discretion request evidence supporting such representations and warranties, especially for large scale referrals, failing which, it may determine not to proceed with the sending of any such emails to any addresses on the relevant list. ”The Credit will be valid for six months from issuance. The Credit must be used in a single transaction and may be subject to product restrictions or exclusions. The Credit cannot be combined with other offers, is non-transferable, and may only be used by intended recipients. The Credit will not be granted and may not be redeemed for a future purchase if your friend??s purchase is cancelled or item(s) are returned. The Credit will not be revoked if the item is exchanged for the same item in a different size. If your friend or family member does not follow the directions in the invite email or other valid invite mechanism to accept the invitation, you may not receive the Credit, and Gilt will have no liability to you for your friend or family member's failure to follow directions. The 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 the Credit to be applied to order. This offer may be suspended or terminated at any time.

I thank you in advance for looking into this matter.Desired Settlement: I want Gilt.com to fulfill their promise as advertised on their website, otherwise for me it is just pure false advertising.

Business

Response:

Hello [redacted], Thanks for getting in touch. I am so sorry for any inconvenience caused here. I have looked into this and I can see that it seems that neither your sister or your mother set up there accounts through your link as it would show on your account if they had. Due to this the credit would not have been applied to your account. However as I can see that the account under [redacted] was only set up 9 days ago, as an exception I have gone ahead and applied the $25 in account credit to your account. This credit is valid for 6 months and will automatically apply to your next order. In regards to the account under [redacted], I can see that this account was actually created over 2 years ago so it could not have been set up through the referral link so it would not be eligible for the referral credit. If you have anymore questions, please get back in touch and we would be happy to help. Best,Cian

Consumer

Response:

Hello, I understand Gilt.com has credited one of the accounts that we were talking about. They should definitely fix their networking problems, they keep mentioning none of the accounts were set up through that link. What they don't mention is that for three different accounts, two consecutive days, their system overcharged me, my sister and my mother.On my account, a coupon was not applied correctly, which I am not sure why a well working system would not be able to calculate properly 40% off.( they took of 35%)I could provide the proof . However, we have resolved the overcharging issues by having them reimburse the differences to each of us. What I want to stress here is that ,giving these circumstances, having a system working deficiently mistakes from their end were most likely real. In regards to the account sweet [redacted], that account has been discontinued not long after it has been created years in the back, my mother, which the acc belongs to was getting too much emails so she decided to unsubscribe. With this being said, I, myself had invited her again and she has accepted my invitation through the link provided, which of course a deficient system can not detect.From my point of view this is a new account.And the $25 should be applied. However, at this point I accept their response, even though I am most likely sure I would not shop Gilt.com anymore, giving all the time I have waisted to write messages over messages so that I can resolve mistakes that came from their end.

Sincerely,

Review: I given an approval by Gilt to return sunglasses which I did in early January. After three phone calls and a text message I have not received a refund. Even after last phone call a week ago when refund was said to have been processed.Desired Settlement: refund $139

Business

Response:

Hello Ellen, I hope you are keeping well. I am so sorry for the inconvenience caused here. I have looked into your return for you and I have pushed through your return for you now. Please allow 3 to 5 business days for the refund of $139 back to your Visa ending with [redacted]. Sorry for any inconvenience caused here. Kindest Regards,Cian

Review: I ordered Valentina handbag from this company in September 2013. I received the bag, liked it, and kept it in its original packaging until I needed to use it in late December. During this time, I began to notice a horrible chemical smell in my closet. I could not determine the source of the smell. Upon unwrapping the bag to use it, I discerned that the horrible pervasive smell was in fact coming from this bag. I researched online and found a simple Google search of "Botkier Valentina chemical smell" produces many results of other people with this same bag having the same issue. I contacted Gilt via chat, telephone, and Facebook. They refused to resolve this issue stating that because it was a final sale item and because I did not contact them previously, they would not take any action whatsoever. I was treated poorly via chat and during my telephone call, where the customer service representatives tried to make it out that the smell was either my doing or that I should have noticed immediately when the bag arrived. I asked to speak with a supervisor and was told that he was busy and I would not be allowed to wait on hold, I was promised that I would get a return phone call from a supervisor that evening, and I never heard from them. This is a $300 retail handbag...why on earth would I inspect the smell to see if it was horrendous? I opened the bag, loved it, wrapped it up for a special occasion. Upon unwrapping I immediately recognized the smell that had permeated my entire closet. I cannot believe that this company would sell a product that is so obviously defective.Desired Settlement: I would expect, as with any other business I have worked with, that they would honor the quality of the items they sell. I would like a prepaid return label to get this bag out of my home, and a refund made to the original form of purchase.

Business

Response:

Hi,

Thank you so much for taking the time to share this information through the Revdex.com. Especially when considering you have reached out to us on a number of different occasions.

I have reviewed this in full and in this instance due to the quality of this bag not being what it should be I am willing to accept a return for a full cash refund.

I am also going to take the opportunity to close the training gap with the agents you were dealing with. This wasn't a clear situation for them as it was a non-refundable bag so on the one hand they were correct in what they advised you. However we want all our customers to be delighted with their purchases and since you were not, they should have consulted with a supervisor and we would have looked at it in detail as I am doing now.

I have asked Evan here in Customer Support to email you the return label that you can use to send the bag back to us. Once we receive this we will refund you in full.

Thanks again and I hope that this meets with your expectations outlined in your complaint.

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.

However, as of this moment I have NOT received an email with a return shipping label as promised in the letter. I will re-open this case if Gilt does not do what they committed to.

Review: Ordered two suits, on order [redacted] on gilt.com on * August 2015 for a pre-tax total of $647.89 US, plus $9.95 shipping and $57.41 NY state tax for a total of $715.25 apparently. I wrote Gilt customer service on * Aug when I reviewed my receipt and noted that the amount was higher than expected and asked why the then valid "EXTRA30" discount had not been applied which was to take 30% off my order. Irrespective of whether it was their fault or mine they should have an interest in rectifying the issue.

Customer service responded with "we cannot add a discount after an order has been placed" which in-and-of-itself is ridiculous. Notwithstanding, after a second cordial response to Gilt, the only offer made was a $50 credit which they purport is the maximum discount. I pointed out the $30% up to $75 offer and they said "no."

So the following things are indisputable here:

1. Customer service not being able to add a discount and credit an account is incredulous. I've dealt with many online and brick and mortar retail clothing stores and all of them can credit any customer for any reason any amount (reference a company like [redacted], now there is customer service), except somehow Gilt is incapable of this.

2. The 30% off is false and is a misrepresentation - it is not 30% - as 30% of the raw sales value (pretax/no shipping) would be a discount of $194.36. This should be noted as misleading - it should state "30% off up to $50" if that's the offer. Not in fine print.

3. They misrepresented that the maximum discount ever provided on any offer is $50.00 US, which I know to not be true as they advertised as recently as July that their 30% specials for new members would be capped at $75.00 US off.Desired Settlement: Refund my $194.36. Or else take the entire purchase value of $715.25, including shipping, and tax, and reimburse me for return shipping, and lose a customer for good and receive a fair and honest review, on several review sites, which will indicate both good (very little) and bad..

Business

Response:

Hello [redacted]Thank you for contacting us. We can confirm the EXTRA30 discount had to be used at checkout to be valid, as stated in the terms and conditions of the offer. Additionally the cap of the discount was stated as $75.00.Included below are the terms of the offer stated on the email that we sent you:Receive 30% off your purchase (the “Discount”) (Maximum Discount of $75) when you use Promo Code EXTRA30 at checkout, valid on Gilt.com (Women’s, Men’s, Kid’s, Home), excluding taxes, shipping and delivery charges. Not valid on [redacted]. Discount will valid from August *, 2015 at 12:00pm EST through August *, 2015 at 11:59pm EST. Discount is non-transferable, and may only be used by the intended recipient with the eligible email address. Discount must be used in a single transaction, cannot be combined with other offers, and may not be used toward the purchase of Gift Cards. Discount will not be granted, may be revoked, and may not be redeemed for a future purchase if initial transaction is cancelled or item(s) are returned. Discount will not be revoked if the item is exchanged for the same item in a different size. Discount may be suspended or terminated at any time and may be subject to product restrictions or exclusions. Limit one (1) Discount per customer. Discount 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 Discount to be applied to order.We can see that since you sent this query we have issued an exception to your account to refund your credit card the $75.00 cap to your order, which was done today 8/**/15.Sincerely,Gilt Customer Service

Review: I joined Gilt some time ago because it seemed attractive. Per their privacy policy, they state: "We may use the information we obtain about you to: [...] Register you for membership at our websites, and manage and maintain your account on the sites" It did not seem like too much of an issue at the time, although no where was there an explicit list of their websites. Time goes on, and I receive Gilt promotions in my email inbox as expected. Recently I started receiving emails from a service called "Jetsetter." It didn't seem like typical spam because of the way the email was formatted, but I knew I had never signed up for this service. It took some hunting, but I finally found that Jetsetter had at one time been owned by Gilt. Not only had they signed me up for it, but it turns out that Jetsetter had previously been sold to TripAdvisor. While Gilt did not provide an explicit list of the sites they owned, I can accept that I was registered without my knowledge for Jetsetter as it was owned by Gilt and their privacy policy warns that they may do something like this. However, what I can not accept is that Jetsetter is no longer owned by Gilt. I can gather only one conclusion from this: my personal information was sold to TripAdvisor along with the site. I contacted both Gilt and Jetsetter to have my account(s) closed and unsubscribed from both. It has been a week in the running, and neither company has responded with confirmation that my accounts have been terminated, and I still continue to receive their promotions in my email inbox. In my opinion, this is an unacceptable business practice.Desired Settlement: I'd like for my initial request to Gilt and Jetsetter to be fulfilled: close my accounts and stop sending me emails.

Business

Response:

Hello,

Thank you for contacting Gilt.

As per your request, we have deactivated your Gilt account and opted you out of all email communication from Gilt. Please allow up to 5 business days for these changes to come into effect.

We have also contacted Jetsetter and requested they terminate your Jetsetter Account. If you need to contact them directly you can do so by emailing [redacted]

Should you ever wish to reactivate your account, please do not hesitate to contact Customer Support at ###-###-#### or [redacted].

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,

Gilt is tripling prices of products and making it seems like people are getting high discounts. [redacted]

Listed rug they are selling discounted is "400" and they say the orginal price is over "1,000"

I bought the same rug for 100 and it retails on other sites for 100-200 bucks currently.

They are ripping people off.

I purchased a preowned Chanel bag which was advertised as "excellent condition" but when I received the bag it was not in good condition. It had clear signs of wear and tear with stitching loose on the bag and a tear on the handle. The leather was worn out and there are stratches throughout the bag. The definition of "excellent condition" is listed on the gilt website as "minor signs of handling". Tear, loose stitching, faded leather and scratches which are clearly visible is not minor. After contacting Gilt several times and also sending pictures evidencing the imperfections, they still refused to provide a refund.

After I reviewed the advertised pictures again comparing them to the pictures I took of the bag, it is obvious that they used the pictures of a different bag. It is clear that there are big stratches on the bottom of the bag but Gilt pictures show no stratches at all. This is just one example. This is a clearly false advertisement.

Review: I purchased a voucher for a salon treatment on Gilt City, but it was not clearly marked as valid Monday-Thursday only. I am unable to use the voucher during the week and believe that Gilt purposefully made the Monday-Thursday stipulation difficult to find in its advertising materials. I'm a long time customer of Gilt and Gilt City and have purchased many vouchers, some of which had these types of stipulations. In those other instances, significant limitations to the service were clearly outlined up front in the main description of the product. The advertisement for the [redacted] voucher that I purchased instead had the disclosure hidden deep in the fine print, which you needed to click through to even see. That disclaimer section on Gilt City vouchers typically contains general information that applies to all vouchers, never critical details about the product or service. The only reason that Gilt would have put this pivotal piece of information deep in the fine print was to mislead customers like me into buying a voucher that is significantly more difficult to use than one without stipulations. Had I understood the real nature of the product, I would not have purchased.Desired Settlement: I would like a refund. This can be in the form of a reimbursement to my credit card or Gilt credit.

Business

Response:

To whom it may concern,

On July [redacted] we did receive a contact with a request to have this voucher refunded as the purchaser felt that the format in which the sale illustrated the available dates was difficult to navigate to. Upon review of this sales page we did determine that this would indeed be the format that Gilt City display all required information, this would not have been illustrated in a way that we have not done so previously.Certainly we do appreciate that this purchaser does have a great history of membership with us and on this occasion we are happy to offer a refund of this voucher in the form of non expiring Gilt account credits.

Kind regards,