Gilt Groupe

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

Revdex.com: 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 resolvedI understand my refund request is out of the return policy dateIf it was clothes that I ordered, I would have tried it on immediatelyHowever, I wasn't expecting a defect from a pair of sunglassesAnd when I recently noticed the defect, I thought it was just the matter of tightening the screws and not a defectI sincerely appreciate Gilt making this exception for meHowever, I only see $for my account credit balanceWhen can I expect the refund? Please let me knowThank you, *** Sincerely, [redacted] ***

Revdex.com: 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, [redacted] ***

I ordered pair jeans on March **Months later and phone calls to them they ship one pairThey tell me the rest are out of stockSo the prices are low but that doesn't mean you will ever get what you orderIt's not a reliable websiteThey don't stock anything just pass orders along to othersMaybe you get what you order maybe you don't

Hello [redacted] ,Thank you for your reply.Our Management team are looking into this matter further and rest assured these email will stop within 7-business daysWarm RegardsRachelManagement Team

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

Revdex.com: 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] Again, an exchange does not require a customer to provide more money upfront When an item was marked exchangeable I understood that as an exchange by the definition of an exchange This company falsely advertised an exchange The items should be marked returnable, not exchangeable because they are not truest exchangeable when you require someone to repurchase them and open a new orderYou did not clear key state your terms It just stated items could be exchanged and never once in my life have I had to to repurchase something to get an exchange , because that is not an exchangeYour land response is again rejected In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

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

Hi [redacted] The offer for Koral Activewear was active from Monday, March [redacted] at 10:AM, EDT to Thursday, March [redacted] at 1:PM, EDT (weeks, days, hours), as this was such a popular offer it did sell out much faster than anticipatedI am sorry that you feel misled here but this was not the case as the offer was live for weeks leaving ample time for purchase.Kindest regards, DenisGilt Customer Service Supervisor

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Hi ***,Thank you for at least attempting a thorough response, though I do find problems with it."As you have previously been advised, we cannot send out a replacement setThe reason for this is that once an order has been dispatched from the warehouse, the order is then considered "fulfilled" and another item cannot be sent under that order numberWhile I do understand that it is not in your best interest to essentially be double charged for an issue that was not your fault, however, I can assure you that once we see movement on the return, I will manually pre-process the refund back for you.I can also assure you that we did not mean to have this item as falsely advertised, as this was the condition that we have received the package in, which was sent out without being interfered withI have also gone over the returns for this item, and can see that there is no previous issues with receiving the full set, as this is a once off issue"Since you can apparently offer manual work-arounds for other system issues, i.eprocessing a refund, I'm not actually convinced it is impossible to to override your systems "fulfilled" status in case of an issueIt is certainly not in my best interest to pay twice for an issue that is, at heart, Gilt's faultIf you can in fact manually process refunds, please refund the 2/of my money that you are holding without cause, as previously requested many timesAt that show of good faith on your side (though calling it good faith MAY be overstating given how ridiculous this entire arduous process has been), I will happily return the 1/that you sent meI believe I've stated several times that I will give Gilt no more money, so paying for another order at the "promise" of a refund is not a palatable optionI was very flexible regarding an outright exchange, as just about any company would execute in these circumstances, but Gilt has failed to be similarly flexible in any way that counts.You received the package and don't review your merchandise? As a vendor, how could you recoup losses on shipments and avoid sending out damaged goods if you conduct no inventory review? Also, the single item was in a clear plastic sleeve, so anyone with working eyes and/or hands would be able to easily determine it was not a piece setForgive me for not taking you at your word, but it hasn't proven true before so I'm not sure how I can reasonably expect it would do so now In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hi [redacted] , I've escalated this issue to our vendor management team to see what they can do to helpThey'll be in touch as soon as possible with an update, but please note that this process can take to business days Your patience is greatly appreciated while we look into this matter! Kindest regards, Denis Gilt Customer Service Supervisor

Hi ***,Thanks for bringing this to our attention.I'm terribly sorry to hear of your dissatisfaction with our exchange policy.Per our exchange policy: "An exchange requires that you repurchase the item in your preferred size and return the original to usOnce we receive the exchanged item, you’ll be reimbursed for it to your original form of paymentAny applicable return shipping fee will also be waived." This information is freely available on our FAQs on site here.This policy has been in effect for many years now and is the standard method of exchange for our siteI'm sorry if you find this unacceptableIf we can be of further assistance, please don't hesitate to reach back out.Kindest RegardsPatCustomer Service Management Team

To whom this may concern,With reference to order # [redacted] we can see that this customer who purchased with us was in contact with our customer service team today to request an updateI can see that the order has experienced unforeseen delays in shipment that we could unfortunately not predict when the originally estimated delivery date was providedOur shipping partner ACE who has possession of this package currently has advised this will be delivered to customer within the next 10-days.Once again Gilt would like to sincerely apologise for this inconvenienceWith regards, [redacted]

Hi *** ***, I have looked into this for youI'm so sorry to hear you have not received your packageI have escalated this issue to our international management team They'll be in touch as soon as possible with an update, but please note that this process can take to business daysYour patience is greatly appreciated while we look into this matter! Warm regards,EllenManagement Team

Revdex.com: 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 want to change the wallet to a new and clean one In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Hi ***,Thanks for coming back to us on this.I have reviewed the case and under the circumstances, we are allowing a major exception to your account to have this refund issued.Owing to the timeframe, we cannot issue to the card, as settled payments can only be refunded back to the card within days of the settlementThis is banking protocol and is completely out of our controlI have arranged to have a cheque refund issued to youThis will be mailed to the billing address associated with your card and will issue in the next daysI hope this helps.Kindest RegardsPatGilt Customer Service Management TeamShould you ever need assistance for any future queries you can also contact us on Live Chat here - [redacted]

Revdex.com: 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: They are stating that velour is leather, which is not true When I went to the manufacturer store (Saint Laurent) they said there is a calf leather version of the bag, but this was not it Gilt was actually selling a pink and a blue calf leather bag on the site when I bought this one and they must have mistakenly used the same description for all three bags Saint Laurent confirmed that the bag I received was not leatherThe customer service supervisor Paul even stated to me that the bag was not guaranteed to be leather and I said that it was the description that in it of itself is a guarantee They made a mistake and they do not want to take responsibility for it This is a misrepresentation Please be advised that I have also filed a complaint with the Federal Trade Commission In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# 10257933, and have determined that my complaint has NOT been resolved because: [Your Answer Here]If Gilt is so confident about the authenticity of the [redacted] bag, then another possibility is that the previous owner broke the original zipper and replaced it with a cheap plastic oneI understand that as a vintage bag, there are certain defects in the bagBut on the sale page of Gilt, they only stated that there were wear and tear on the handleOther than that, nothing has been mentioned for the interior quality of the bagMy point is that what I receive is totally different from what they have describedGilt is very irresponsible for the customers and doesn't fully inform their product to the customersTherefore I still ask for a full refund! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] **

Hi there, After taking a look into the email correspondence, the pictures sent, and the image we had on the sale page, we do fully believe that the bag that was received was indeed the same colour Both images have been taken under very different lighting; the image we have provided being taken under a white flash photography, set against a white background, whereas the bag in the image provided was taken in a much darker settingAs such, we unfortunately, will not be accepting a return on this item Kind regards, [redacted] **

Revdex.com: 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 ordered a bag under the assumption that the dimensions of the bag were correctGilt advertised the bag as inches in length across, which was not the caseThe maker of the bag (Gucci) states officially on its website and in-store that the bag is inches acrossIt cannot carry a laptop larger than inches, which was intended for this bag.Gilt representatives stated that their warehouse deemed that the bag dimensions were correct when in fact Gucci (the official manufacturer of the purse) states it is inches in length across and that the handles of the bag are inches, not the inches Gilt' falsely claims.Gilt states the dimensions are correct according to its warehouse, claiming the top of the bag is in fact inches (although the bottom of the bag is inches which is never stated on its website)Another instance of a bag being shaped differently and not a perfect square or rectangle is the following example of a Louis Vuitton bag that is being sold on the Gilt websiteGilt description can be found here: [redacted] search Measurements: Body length 12.6", height 9.4", width 5.9" The Louis Vuitton (official maker) description can be found here) : [redacted] (Louis Vuitton: h [redacted] ) x x inches(Length x Height x Width) In the case of the Louis Vuitton purse, the dimensions are correct as they are taken from the bottom of the bagIn addition to its advertisement and the fact I was deceived by Gilt, Gilt neither emailed me to let me know of their independent decisionI was not offered to be returned the bag and was not told I had no choice but to take a credit on the Gilt websiteHad I known it would ONLY be a credit, I would have kept the bag and sold itI was provided a return label for a 'final sale' item because the representative understood the dimensions were incorrect, thereby accepting I was correctWhen a bag is returned customers are allowed to have the return shipping deducted from the total and the remainder refunded to the customerIf the item states it can be returned for Gilt credit, it would state that on the particular item's description page where it was being advertisedGilt provided me a return label and I was told it would be returned and refundedI understood this as a customer that this would mean it would be fully refunded to my accountI would not have been provided a return label otherwise on a 'final sale' item had the dimensions not been incorrect and had Gilt not sent me the return label to begin withHad Gilt not been willing to return my purchase back to me the first Gilt representative would have told me it was final sale and would not have provided me a return label.Again, as the item was falsely advertised (cannot hold the laptop- which was the only function for this bag as a work bag) and as I spoke to the first representative who said this item would be returned and refunded to me (and not as a credit) I am asking Gilt to provide a full return to my credit cardAdditionally, Gilt uses different measurements to their own benefit on different bags and your measurement standard is not fair to the consumerCustomers who purchase bags at that price point want exact measurementsYou cannot measure a Gucci one way and a Louis Vuitton another wayLength should be taken from the bottom and if it is shaped differently the top of the bag and the bottom of the bag length should be provided.I was provided a return label and a guaranteed the bag would be returned by the first customer representative I spoke with who provided me the return labelShe did not make me aware that the bag would go back to the warehouse to be re-measured; she did not tell me I would receive a Gilt credit for the amount I paid instead of a full return on my credit card; and I was never given the option of getting the bag back or the credit and not a full refundHad it absolutely been the case I knew I would get a refund I would not have made consecutive purchases in one week and would have instead used the credit towards those purchases and asked Gilt to honor my discount code to exchange the purseThis is completely dishonest to the customer.Again, I am awaiting my full refund to my [redacted] credit card In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]