Gilt Groupe, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
As I have explained many times, the item was a gift that was shipped directly to the gift recipient from Gilt's warehouse. There was no way for me, the purchaser, to see which bag was sent to the gift recipient. The dust bag also came damaged (hole on front bottom corner). When I was made aware that the wrong item was sent, I immediately notified Gilt customer service through phone and email. Please see the photos attached that show the bag purchased for the gift recipient (order image) and the bag received by the gift recipient. As per Gilt's FAQ for damaged/wrong item:---------------------------------------------------------------------------...⇄ ** *** *** *** ** *** *** *** * ***
*** ** *** *** *** *** *** *** ** --------------------------------------------------------------------------------...⇄ Link to page showing the above text: ***
I am really surprised and appalled by the lack of interest shown by Gilt to resolve this issue. I am disappointed that I trusted Gilt for a gift purchase. What they delivered was the wrong item, a damaged dust bag in an unprofessional manner. How was the gift recipient to know that she received the wrong bag? When I went over to her house and asked to see the item she received, that's when I saw Gilt sent the wrong item and a damaged dust bag. This was extremely embarrassing but I had hoped that since I was a loyal customer of Gilt, giving thousands of dollars worth of revenue, Gilt would rectify the situation. Remedying the situation would have kept me a happy customer continuing to give thousands of dollars of revenue to Gilt. Instead, I have received unhelpful service, no care to address the mistake Gilt made and my dissatisfaction as a paying customer. As evident from Gilt's policy on their website, there is no time limit for requesting refund, exchange or other remedies for incorrect and/or damaged items. Gilt has so far refused any remedy whatsoever for their mistake and refers to the order date which was in as their reason for refusal. Based on their policy and as a long time loyal customer, I am well within my rights and expectations to receive a better response from Gilt that includes some form of remedy for their mistake. Satisfactory response by Gilt would showcase that Gilt values my years of loyalty as a customer and includes some form of acceptable remedy, ideally an exchange or refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hi ***, We escalated this issue to our Vendor Management team to attempt to resolve the issue with the invalid codeOur team were attempting to work this out with the vendor directly to ensure proper use of the voucher. As you have not received an update and it has been just over days
since this investigation was opened, we have gone ahead and refunded the voucher back to your *** accountI am very sorry for any inconvenience caused by this issue! Best,JamieCustomer Service Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
There is still no guarantee that the bed is indeed the item that I ordered, as it is marked as the wrong size on the website of the shipping companyBy no means and am I satisfied with this result however, I will temporarily postpone this complaint until I find out if the item is correctI also think it is unjust and despicable customer service to only reply within a reasonable time frame when confronted with public and/or legal complaintsThis situation should not be reevaluated after the item is delivered but beforeI still plan to argue this charge with my credit card and do everything in my power to make sure Gilt's lack of customer service is readily available to all potential consumers and the Revdex.com was the ideal starting platform.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hi ***,
I'm sorry to hear thisI can certainly look into this issue for you, however the order number has not been provided so I am a little limited in what I can see as I cannot locate an account with the email providedIf you can send this into us we can of course review this
further.
Thanks,
Aine - Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
It was not for Gilt CityIf they insist that it was I would like to see the language It was finally taken down today
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello ***,I hope you are keeping well.I am sorry for all the inconvenience caused in this matterI can see that the vendor has been in touch with you in regards to this matter. If we can be of further assistance, please don't hesitate to reach out to us againOne of our Service
Specialists will be happy to help you.Kind Regards, Cian Customer Service Supervisor

Hello,Thank you for reaching out to us Can you advise me of your email address or order number that you placed your order under and I will certainly look into this matter further for you? Warm Regards RachelSupervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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 mePlease make the refund ASAPMany thanks
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***

Hi ***, I do apologize for the condition your new bed arrived in, this should not have happened and we will be taking matter up with XPO in relation to this. I can see from the notations on your order that you were in contact with Our Customer Service team who have now processed a full refund for your order, Please allow 3-business days for the refund to go through.We really do appreciate the time you have taken to share these concerns with us and will ensure that they are shared with the relevant department.Warm regards,***Customer Service Supervisor

Thanks so much for your responseThe order number is *** My account was already credited $so honestly I would be fine with just getting the remaining $credited. Thanks for your help

Gilt is tripling prices of products and making it seems like people are getting high discounts***
Listed rug they are selling discounted is "400" and they say the orginal price is over "1,000"
I bought the same rug for and it retails on other sites for 100-bucks currently
They are ripping people off

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Hi ***,I really am so sorry to hear that as of the time you responded you had not received our packageAs my colleague had advised, we had been experiencing an unprecedented delay in the shipment of orders to *** which resulted in many orders being delay passed the estimated delivery timeframe, regretfully, yours was among them.I have now looked into the tracking information however and from what I can see the order was delivered today the *** of Dec.First of all I would like to confirm that this is indeed the case?Given the terribly experience with your first purchase I can certainly appreciate you desire to not ship with us again going forward and while we would not have been able to refund you for the package as it is still in transit, we are more than happy to allow the return of both items for a full refund back to the original form of payment, I would just kindly ask you to let us know if this is how you would like to proceed.As I said previously, I can certainly appreciate that you may not wish to shop with us anymore, however that discount will remain in your account until January the *** for you to use should you wish to do so.Again, I really am so sorry for any and all disappointment, inconveince and disappointment caused, but do hope that this will prove to be more satisfactory.Kindest Regards*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I have advised to you already, please have them email meYou continue to ignore my messages, fail to address my views, and exemplify poor customer service
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hi ***,
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 pagesThe discount that you used on this order had a $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 returnIm sorry for any disappointment causedRegards,
John

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, and I am waiting to receive the discount business promised
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
That is not true that the price has not gone to Here is the email I got advising that the original $ticket is now 50% offIt may be sold out now, but on June ***, when I contacted your support it was not sold out and availableThe event is tonight, that is why it may be sold out now.Attached is the image of the email I received on June ***, and when I open the link it takes me to the tickets that are 50% off.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:According to the terms of membership, Gilt states that "a product...may be in stock when a customer places the order and sold out by the time Gilt attempts to process the order..." In my opinion, Gilt has violated these terms. --My order was processed on July ***It was only after I initiated contact with Gilt on August *** that they looked into the reason for my order not being fulfilledIt then took them another days to notify me that the vendor no longer had the product availableIn total, more than days passed before Gilt notified me of the stocking issueDid Gilt process any orders for these couches for other customers between July *** & August ***? The terms of service also state that I would be notified by email if a product is not availableAgain, this appears to be another violation of the Terms on Gilt's pat, as I had to make multiple phone calls in order to get an answer. Lastly, the $credit I was promised was supposed to be applied back to my card, not as a credit toward future purchases. This isn't the 1st time Gilt had to cancel one of my orders due to a lack of inventoryI completely understand things happen, especially with the fast-paced online merchant ordersOn my previous canceled orders, however, Gilt notified me within a couple days--not >30. While I'm certain it was an unintentional oversight on Gilt's part, it is still an egregious one and warrants a better resolution
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Hello Denise and Geoffrey,Thank you for getting back to me after a long period of no updatesAs I've said - the practices of your website and during the promotion were simply absurdEven the promotion partner, ***, agreed on that frontNot only am I concerned with the compliance to the laws and regulations I've mentioned, I'm really concerned with how your company operates.Gilt offered a gift card (the code applies in the "gift card" field) to every line through *** TuesdaysThere was no restriction anywhere preventing the distribution of codes including sharing codes with family in the existing termsI will agree that you did start off with the terms that set an expectation that only one code should be applied per orderThis was completely contradicted by miscommunication provided by both *** and Gilt agentsThere was also the website applying the all the codes instead of only one code to one order, and keeping the remaining portion of even the one code for a future order - this rendered the terms essentially useless unless you were meticulously able to find items that were exactly $or did not add all the codes to the account through the URL(s) provided for redemption.Then comes the deceptive moves, Gilt silently updates the terms late in the promotion to make it only one per person while still continuing to issue more than one per person and very clearly suggesting multiple accounts would not be allowed - another conflicting actionGilt also cancels orders, invalidates gift cards, and bans account without ANY notice to the user (*** representatives and promotion manager called this absolutely deceptive)Both instances show getting the customer to check out the shop and see what the offer ("bait") and then finding excuses to prevent fulfilling the orders ("switch").Furthermore, when the customer reaches out to Gilt Service (customer service), they're provided with a scripted response that completely fails to address the customers point of viewGilt, as evident online, practiced this deception with a very large portion of ***'s user base that participated in the promotionIf Gilt was unable to accommodate a potential million orders, they shouldn't have participated in the promotion instead of resorting to these deceptive tactics.It's ludicrous to think that Gilt has devoted any time into actually trying to resolve this problemSince August **, all I've gotten is responses evading the points I've brought upI am very interested in a resolution of any formThis could be restoring the creditsI'm even willing to comply by keeping each of the orders to about $I hope Gilt conducts itself in a less deceptive way in future promotions.I have not heard back from you by email in a really long time ("I have reached out to you on an few occasions to try to resolve this issue.")I haven't gotten as little as an apology in this regardGilt clearly doesn't want to own up to their deceptive actions during this promotionThere are many ways Gilt could and could have resolve(d) this, but they don't seem to be interested in doing this in a quick mannerI'd also be glad to hear from a key decision maker in the creation of this program and an executive on this matter if as a customer service representative, you're unable to go off-script and assist.Sincerely,***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dishonest merchant with *** customer service
I purchased an inexpensive canvas from ***I was shocked when I received the notification that it would take to months for the item to shipI quickly proceeded to contact them and request that the order be cancelledThe response was that given that the item was in their warehouse and was being prepared for shipment, they couldn't cancel the orderReally?!?!? An endless exchange of emails and phone calls back and forth - all indicating that the order cannot be canceled as the item is being prepared to be shipped and that it would arrive in FebruaryMONTHS from now!!! I am unaware of any shipping method in this century that would take this long and yet they would not proceed to cancel the order That's a very dishonest excuse
This is the absolute worst experience I have ever encountered from any eCom sitesAnd to think that a high end retailer like Saks Fifth bought *** is beyond comprehension
I used to buy from them regularly but I will never transact with them again...ever!