Gilt Groupe, Inc.

Review: I recently purchased a Mulberry Blossom Leather Pochette at gilt.com for $349. On their website, it says [redacted]", but when I received the bag, it was labeled "[redacted]". And the bag has a very strong chemical smell. Since it's a non-refundable product, I could not return this product.

Though Mulberry is a British brand, but I though the county of "origin"of goods should mean the place where this product was manufactured, and this is what people will naturally think. Also, on their website, a lot of Burberry products are described as "Origin: Italy" or "Origin: Imported". This also supported my opinion. Thus, I would never expect a "made in China" bag were described as "Origin: United Kingdom".

I sent an email to report this problem, but no prompt response. I called the customer service and she told me the origin could also be where the design is from, and if I disagreed with her saying then this is how the things should be (something like that).

I'm reporting this issue, also I need a accurate definition of what "Origin" means in online retail. I do think the information on Gilt.com mislead me on purchasing this product. And their customer service is not helpful and impolite. I was extremely unhappy with this purchase. It wasted my time and money.Desired Settlement: The company should refund my total credits and pay the shipping fee for me to ship back the bag and corrected the misleading information.

Business

Response:

[redacted]I am so sorry to hear you are unhappy with the Mulberry bag you purchased. Regarding the chemical smell we would be happy to offer a $40 refund to your credit card to get the bag professionally cleaned.The bag itself is an authentic Mulberry bag. We guarantee the authenticity of all our product's. Mulberry in particular has partnerships with manufacturers in China, Turkey, Spain and Portugal so it is not an indicator of authenticity.Below is an article mentioning this for reference:[redacted]Unfortunately as the bag is authentic we cannot offer a refund.Best WishesSteveGilt 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]

My actual problem is about the misleading information on the website. The product is listed with Origin: United Kingdom, while the bag I received as made in China. I know that some Mulberry products were made in China, Turkey, etc.. And some are indeed made in UK. If I knew the bag is made in China, I would not buy this bag at all. The "Origin" information indeed mislead me in purchasing this product. It's not fair at all.

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

Sincerely,

Business

Response:

Hi [redacted],I have taken a look into this for you and although the country of origin is stated as the United Kingdom, this would refer to the country the brand originated in and while most of the bags would be made there, not all of them would be. Keeping this in mind, the bag is certainly authentic and due to this, we cannot facilitate for a return of the bag.As my colleague did note to you, we can issue a $40 refund to cover the cost of getting this cleaned for you. Kind Regards,ÁineCustomer Service Supervisor

Review: I was sent an email five days ago which stated that I was included in a study group that would be able to return items that they wouldn't normally accept. This email included no information in regards to the date, and I have not purchased from this website in well over a month, so I took this to mean that I would be able to return past purchases. I logged into my account and saw that I had no items I could return. I then called customer service and was rudely cut off and told that Gilt couldn't resell my old items. I was not able to fully explain the email, and when I requested to cancel the service agent did so happily, and was very smug about it.Desired Settlement: I would like to refund my items as the email alluded to. In the future, Gilt should provide clearer instructions to their customers.

Business

Response:

Hi there, Thanks for getting in touch. The member was part of a small group of customers for whom the returns process is being tested. In the email communication to the member, it stated that all items eligible for return under this new scheme would be shown on the members account on Gilt. In this instance, the member was looking to return purchases from March and December which fall outside of the normal 21 day return period, an aspect of the policy that has not changed. (The policy is being tested on items that can be returned as opposed to the return period)I apologise for the experience that the member had with our customer care team and will have the contacts in question reviewed as part of our ongoing quality improvement processes, we really don't want any members leaving us saying that the level of service was anything but excellent. In this instance, the returns cannot be granted for the reasons stated above. I am so sorry that I cannot provide a more favorable response. Warm regardsPaddyGilt 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 attached the email in question where it does not state that the items needed to be marked from a specific date, nor does it state that these items would need to follow their previous return policy hence the term "new return policy". If there were no items that I had that were eligible, then how was I even included in the small test group? This email is misleading to the consumer.

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]

The email that was sent was misleading, and if it did not apply to me then I should not have been included in the small group. I am also not satisfied with the customer service that the company provided.

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

Sincerely,

Business

Response:

[redacted],I sincerly apologise that you felt mislead by the emails sent about our returns test. These emails explained how we're trying to abolish all final sale items other than fine jewerly, swimwear, beauty products, intimates and items further reduced. However, there has been absolutely no change to our 21 day return policy. This still applies to past, present and future orders.I again apologise for any disappointment caused by this. Warm regards, Jessica Customer Service SupervisorFurther assistance needed? Join us in Live Chat [redacted]

Review: On ** April 2015, I purchased a designer handbag ([redacted]) handbag from [redacted] for AUD2,519. When this item was delivered on ** April, I inspected the handbag and discovered that it was a fake. Specifically, the handbag did not have a unique serial number on the inside pocket to evidence its authenticity. I emailed Gilt to notify them of this and upon their request, supplied images of the bag to show the poor stitching, substandard logo and lack of serial number. I have since contacted Gilt seven times (via email) requesting a letter of authenticity or failing this, a full refund for my purchase. To this date, Gilt have provided neither and this issue is yet to be resolved.Desired Settlement: I would like a full refund of the amount paid (AUD2,519). To the extent that they would like the bag returned, I am also seeking a reimbursement for any delivery/insurance costs.

Business

Response:

Hi There, We are sorry to hear that there has been issues with your recent order with us.Please note that the hardware varies depending on the season/production facility but does not necessarily deem the product inauthentic. Again, as with all products sold on Gilt, Gilt stands behind the authenticity and quality of this product. However, as you are unhappy with this order, we will accept a return for this bag for a full refund to your original form of payment once we receive the bag back to our warehouse.We have sent an email with return instructions on how to return this Item and you should be receiving this shortly. 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:

There is a difference of AUD65.30 between the amount paid (AUD2,519.40) and what has been offered by GILT as a refund (AUD2,452.10). I have been advised by Gilt that the shortfall relates to the shipping and insurance for the return of the item. The question of the handbag's authenticity relates not just to the hardware but more to the fact that there is no unique serial number within the interior lining of the handbag which provides evidence of its authenticity.While technically the handbag should be destroyed (as it is a counterfeit), I would be happy to return this item to Gilt for the purposes of obtaining a full refund. However, I am unwilling to pay for the postage/insurance for the return of this handbag given that Gilt has not sold me an item that it has advertised, that is, a genuine [redacted] handbag.

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:

[redacted] Hi I refer to the Complaint ID #[redacted]. I have returned the goods as evidenced by the email below. However, Gilt have yet to issue a refund and it has been almost a month now. Can you please advise what my next course of action should be. Thank you[redacted]

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

Sincerely,

Business

Response:

Hi There, Upon review of account I can see that the refund was processed back to your credit card on Jun **, 2015 09:14 PM, please allow 3-5 business days for this refund to populate back to your card.Kindest Regards,[redacted]

Review: Gilt Groupe's, Gilt City Service, advertises products and experiences at discounted rates. I recently purchased a box of candy from [redacted] (valued at $71.00) for $59.00 . This was stated on the actual item description that I was receiving a 14% discount. However when I went to [redacted] I found the exact same item for $60 (meaning the gilt city offer was only $1 cheaper). The $60.00 price was not a sale or special for [redacted], that WAS the actual price. Always has been and always will be. When I contacted Gilt City, all they said was that their advertised price "may not be the cheapest at the time", if it is not the cheapest, showing the item at a higher value than it actually is and implying I am receiving some sort of discount is literally lying and misrepresenting their item. There is no error in semantics, they advertised an inflated price for their own gain. Because I was under the impression I was receiving a discount, and that the deal would expire shortly, I rushed to purchase it AND forfeited discount and specials I could have used if I had bought the product directly from [redacted]. I had absolutely no reason to buy from Gilt City, except for the fact that they fraudulently led me to believe I was receiving a discount.Desired Settlement: I would like a written apology and acknowledgement that they were wrong and purposefully misled the shopper. Additionally, I would like a refund to the credit card used for the 14% discount I was told I was receiving ($8.26)

Business

Response:

Hi [redacted],Thank you for reaching out.I have looked in to this issue for you with both our vendor management team, and [redacted]. I can confirm that the [redacted] voucher you purchased was advertised on our sale page at a value of $71. This package retails with [redacted] for $66, and the extra $5 is for the Gift Wrap option which needs to be selected at checkout. I have gone ahead and attached screenshots to display the $71 value if you were to purchase this package & gift wrap with [redacted].As you purchased this package worth $71 for $59, you did receive the advertised saving of 16%. (There was a separate 30% off discount applied to your order which reduced the total amount paid to $41.30). Please rest assured that we would never knowingly mislead our valued members, and we make every effort to ensure that the advertised price is accurate. Kind regards,[redacted]

Review: I bought a shoe from gilt.com, the size I ordered is 5.5, but the shoe they sent to me is size 6.5. I contact their customer service staff, they told me to return the shoe from US. but I said I'm in China and I received it through a transport company and the express fee is expensive if I return it from China. On the other side, they will not accept it from China. I think it's not my fault. it's their fault to send a wrong size to me, why it's me to suffer the consequences. So I don't accept their solution way. The attitude of their staff is bad also. Now I claim for refund. Looking forward to your reply asap.Desired Settlement: Refund

Business

Response:

We are very sorry to hear this member received the incorrect size, we can see the member had ordered the 5.5 size shoe and understand completely we have made an error and sent them the wrong size.

As stated in the initial conversation with the member we are more then happy to accept a return for a full refund paid as per our initial agreement to ship the package within the United States.

The member entered the below address at checkout, this is the address they requested the shoes to be shipped to.

If the member chose to ship the package onto China after Gilt and its contracted shipping partners had completed delivery that is their decision and at their own expense. Should the member wish to ship the item back to the US we would be more than happy to issue a return label in line with our domestic returns policy.

Best Wishes

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'm in China, you know the international express fee is expensive, maybe more than the price of shoe. I only want them to compensate my loss because the shoe can't be wear. If Gilt pay the express fee and compensate the time and effort I spend for their mistake, I would like to send the shoe back.

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

Sincerely,

Review: I purchased a Gilt City deal for Zazu Salon in Chicago (a haircut and deep conditioning treatment) for $45. Admittedly, I did not see in the details that it was for new clients only. I had only been to the salon once before. The salon notified me that I was not able to use the voucher and that they could not even apply the $45 I spent to a full-price haircut (I was willing to pay the difference, understanding this was my mistake). In looking at the text in the voucher in all CAPS it clearly states the following: MAY BE USED TO OBTAIN THE DISCOUNT STATED ON THE VOUCHER DURING THE PROMOTIONAL PERIOD STATED ON THE VOUCHER; AFTER THAT TIME AND FOR A PERIOD OF FIVE (5) YEARS FROM THE DATE OF ISSUE, THE VOUCHER MAY BE REDEEMED WITH THE VENDOR FOR RETAIL GOODS AND SERVICES EQUAL TO THE VALUE FOR WHICH IT WAS ORIGINALLY PURCHASED. When I called Gilt City to let them know the Salon would not honor my voucher, they agreed stating that because I am not a new client, the voucher is null and void. No where on the voucher does it state that if you do not meet the conditions listed does this voucher become void and you lose your money. They refused to provide me with a refund or even a Gilt City credit towards another purchase. They have taken my money and have given me absolutely nothing in return. I feel that IF this is their policy it is not clearly stated. I also feel it's not okay for them to charge people for a product/service and not be required to provide something (even a credit) in return. This is incredibly misleading.Desired Settlement: I want to be refunded my $45. I also expect their policy to be updated to clearly state all of the stipulations of the deal so future consumers do not make this same mistake. They should be held against the same standards as other similar businesses (Groupon, Living Social, You Swoop).

Business

Response:

Hello,

Thank you for contacting Gilt City.

Unfortunately, we cannot make the exception to grant a refund for this voucher, as it is final sale, which was stated on the product detail page and at checkout at the time of purchase. Please see the link here : http[redacted]

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

We sincerely apologize for the inconvenience. We have sent on your feedback to our Gilt City team for review.

Best wishes,

Gilt Customer Support

Consumer

Response:

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

I understand the sale was final and no refunds offered. What was NOT clear in the terms nor the fine print was that if the all of the terms were not met the voucher would become null and void (and the consumer would therefore lose their money). Below is the copy on the voucher:

How to Redeem

•To schedule your appointment, please call Zazú Salon & Day Spa at ###-###-####.

•Please specify the package purchased and provide your voucher code.

•Please present your printed voucher at your visit.

•This offer is final sale and nonrefundable

•Valid at [redacted] location only

•Valid with all stylists

•Offer is subject to availability; please call in advance of desired dates

•Gratuity is not included; we recommend tipping on the full retail value of service(s)

•Gratuity is not accepted via credit card

•Offers may be combined

•Limit one of each package per member

•New clients only

•24-hour cancellation policy is required or voucher will be forfeited

Printing, accepting, or using this promotional voucher (“Voucher”) signifies acceptance of the terms and conditions available at [redacted] and agreement that this Voucher:

• MAY BE USED TO OBTAIN THE DISCOUNT STATED ON THE VOUCHER DURING THE PROMOTIONAL PERIOD STATED ON THE VOUCHER; AFTER THAT TIME AND FOR A PERIOD OF FIVE (5) YEARS FROM THE DATE OF ISSUE, THE VOUCHER MAY BE REDEEMED WITH THE VENDOR FOR RETAIL GOODS AND SERVICES EQUAL TO THE VALUE FOR WHICH IT WAS ORIGINALLY PURCHASED.

• Is issued by the vendor named on it and is not issued by Gilt City.

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

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

• Shall be governed by the law of the state where the Vendor interaction with the customer occurs .

Purchase Price of Voucher $45If they cannot offer me a refund, at a minimum I expect a Gilt City credit towards a future purchase (if I make any after this terrible experience). I also expect that Gilt be required to modify their policy and be held to the same standards as other similar sites, such as Groupon. Their policy has been updated to clearly state the below:

For traditional Groupon vouchers, the promotional value will EXPIRE on the date specified in the offer, unless prohibited by law. The amount paid WILL NEVER EXPIRE and must continue to be honored by the merchant after the promotional value expires. The amount paid may be applied toward any goods or services offered by the merchant if the original goods or services specified on the voucher are no longer available. Promotional value can’t be combined with other offers. Doesn’t cover tax or gratuity. Not reloadable. Fully transferable.

Review: I purchased a certificate for an order for [redacted] Gluten-Free Pizza, Pancake & Brownie Mix. When I went to place the order they were charging over $20 for shipping. The shipping charges were not explained when I purchased my order. The certificate only said that shipping and taxes I only paid $15 for the certificate. The offer said "Offer is final sale and non-refundable

May not be applied toward tax and/or shipping" But it did not state that I would specifically have to pay for shipping nor did it state the cost of shipping. I would have never purchased this if I had been told that the shipping charges would cost more than the item itself. I contacted Gilt through their online chat service and [redacted] refused to give me my money back. I feel like all of their customers are being mislead to purchase items for more then they believe they are paying.Desired Settlement: I would like a refund for the purchase price and an apology.

Business

Response:

Hi,Thank you for reaching out. Regrettably per the terms and conditions the voucher may not be used towards the cost of shipping on your order from [redacted] " May not be applied toward tax and/or shipping". This was advised on the sale page of the offer and regrettably we cannot grant a return for this reason. Unfortunately, as this offer has now ended and was noted as final sale, we're unable to provide a refund. This was also stated on the offer page and at checkout. We 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] 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:I just found out that my sister had the same issue with this purchase but she was able to get a refund. I do not understand the inconsistently. She was able to easily get her money back after an online chat with [redacted].

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

Sincerely,

Review: I had past complaint with this company (#[redacted]) supposedly this was to be resolved and since the closure of this complaint I have received 2 notifications. This company said they would remove me from their notification list and as of today has not.Desired Settlement: I WANT MY EMAIL ADDRESS REMOVED FROM THEIR NOTIFICATION LIST.....NOW.

Business

Response:

Hi [redacted],Thank you for getting in touch,I am so very sorry to hear that you are still receiving emails as of today. I would be happy to reach out to our I.T department in relation to this and have this issue investigated. Can I please ask you to forward the email that you received to [redacted]Once we have received this email we will of course look further into this. again, my apologies for the inconvenience that this has caused,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]I deleted the responses that I received from Gilt, assuming that I had been removed for their notification list. I talked to people at Gilt and was told several times that there were IT issues but it would be taken care of. So I went further and reported Gilt to the Revdex.com not once but twice in the past 3 weeks and was told I would be removed and I'm still as of yesterday 5/** receiving notifications. So clearly I have not been removed.

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

Sincerely,

Business

Response:

Hi There, I can confirm that our IT department have advised that the email address on file has been unsubscribed from email as of Friday, May **, 2015 8:39:13 PM and would take 3-5 business days for communication to cease. In order to get this matter resolved for you in a timely matter we do need you to forward the email (or screen grab) that you receive from Us so that we can send this over to our IT department to review and resolve. Once again I do apologize for the inconvenience. Kindest regards, [redacted]

Review: I bought a boot in Nov **, 2014, the order said expected delivery date is Dec **, 2014 to Dec **, 2014.

But until now I do not receive my boot.

I started to get in touch with GILT about 2 weeks ago by email. GILT always give me some answer does not make sense, say sorry forever but do nothing. GILT let me reach out to the Chinese Carrier by myself. This is extremely irresponsible.

I was wondering when GILT would be able to give me a satisfactory answer ? I really waited a long, long time. Very sad. I believe that if you, as a customer, when you encounter such a situation, you buy your favorite shoes but you always waiting waiting waiting waiting waiting . How would you feel?

Now I hope I get a satisfactory solution. Either a refund or re-send a pair of shoes with [redacted] to me?

Thank youDesired Settlement: Now I hope I get a satisfactory solution. Either a refund or re-send a pair of shoes with [redacted] to me?

Business

Response:

Hi [redacted], We are sorry to hear you are not satisfied with the service from us and apologize for the delay with the arrival of your shoes. When the shipment status is in Hong Kong it means that it is being processed in customs and unfortunately we do not have control over how long that part of the delivery takes and it looks like this time it has taken a bit longer than normally and as a result the order is arriving to you later than expected.However I can see that the parcel has cleared customs and is currently with the delivery agent EMS and will be delivered. You can track it yourself on their website with tracking [redacted]. I can see that the latest update was one only a couple of hours ago so it definitely is not lost and will be with you very shortly.Of course, if after the delay you no longer want the shoes, you can contact our customer service and we will create a return slip for them. Our hope is that you will enjoy the shoes but if you return them you can of course receive a full refund.Kind Regards, [redacted]Gilt.com

Consumer

Response:

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

I just received the goods today.But I found a more serious problem.You can find my screenshot. This pair of shoes size chart on your website is this. US 10 - EU 43But today I saw in the shoebox, the size is US10 - EU44. I also found the official website of this table.This, to me, is entirely too large, I can not comfortable to wear.I can understand your logistics problems.But the issue of size entirely because your own mislabeled and leads me to buy the wrong size.In view of this, I really want to get reasonable compensation. I hope you will be able to deal with it reasonably.

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:

Sorry, I do not know you have a refund. However, I reviewed all my recent bill, and did not find this refund.I believe that the transaction between ALIPAY and you may have problems. I hope you will be able to further verification, and implementation of my refund. Thank you

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

Sincerely,

Business

Response:

Hello [redacted],Thank you for your response. I am so sorry for the inconvenience caused by this experience.I can confirm we have looked in to this, and we issued the refund of $44.50 on January [redacted]. It looks like this has been successful on our end, and so you can expect to receive this very shortly.I sincerely apologize for the confusion caused, and I hope this helps.Kind regards,[redacted]