Complaints

This profile includes complaints for Gilt Groupe, LP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gilt Groupe, LP

  20 Channel Ctr St Fl 3 Boston, MA 02210-3438

• 

  Gilt Groupe, LP

  150 Omicron Ct Shepherdsville, KY 40165-9594

• 

  Gilt Groupe, LP

  2 Park Ave Fl 4 New York, NY 10016-5602

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last month ordered self ******. received wrong product that would not work. emailed company two weeks ago and have heard nothing. sale is final sale but of course should not be for wrong the wrong product. scanned me and won't return money or email me back. will not shop here ever again.

  Business Response

  Date: 03/31/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. We see that on 3/20/2023 we requested pictures of the item that you received so we could move forward with assisting you, but we have not received a response as of 3/30/2023. 
  However, as we understand your disappointment in this situation, we would be more than happy to offer a full refund to your original form of payment, $11.02 to your payment method on file, and $25.00 to **** account credit. Please allow 3-5 business days for this to reflect on your financial statement. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:03/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 6, I placed an order for Flowers by *** brand girls' clothing with Gilt. Order **********. One item the blue Flowers by ******* 2x2 Jersey Top with embroidered smiley face which was $25.99 plus tax arrived in the wrong size. The size I received was a little girl size 4 and I had ordered a big girl size Large. I contacted **** and they said they would send me a pre-paid return label (waiving the $9.99 return fee since one item sent to me was sent as the incorrect size) to return that shirt plus two dresses. I returned the items on February 22 all in one package. ***** Tracking **********************. The package was delivered back to Gilt on March 1. On March 2, I received an email from gilt that I was receiving a refund only for the two dress, not that shirt and they charged me $9.99 return shipping when return shipping was supposed to be free. I've emailed them countless times for a refund for the $9.99 shipping plus the $25.99 + tax shirt that was enclosed in the same package and they won't for some reason refund me for the shirt saying the package must still be on the way to them. I'd like the $9.99 refunded to my Amex credit card plus the $25.99 plus tax for the shirt I returned. Thank you.

  Business Response

  Date: 03/08/2023

  Dear *****, 

  Thank you for your patience while we worked on your recent return for Order Number **********. We have refunded an additional $9.99 and $27.13 back to your original form of payment with the information provided. 
   
  Please allow up to 5-7 business days for this to process and appear on your statement. 
  

  Sincerely,

  Customer Service

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ************************* .I ordered ******************* Naga 18K Cuff Bracelet for $749.99 on January 12, 2023, from Gilt .com Order #**********, and mailed it back to them using the smart label they provided to me in about a week. Then February first, 2023 received an email from Gilt .com stating that the return has arrived at their warehouse and that I will see my refund in 7 10 business days. STILL, NO MONEY BACK " Contacted them three times by phone and via online chat. The reply got is " were unable to locate the ******************* Naga 18K Cuff Bracelet being returned to our facility" While it has been confirmed to me by their return facility already.I don't think I have to be responsible if the item was misplaced or just stolen after it's been received

  Business Response

  Date: 02/24/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist.The ******************* Naga 18K Cuff Bracelet was not received by our Returns team. You may have received an automated email triggered by the tracking number from us stating that the item has arrived. Once ***** marks a return delivered that email is generated. However, before a refund is processed the item must be reviewed by our Returns team in our fulfillment center. In addition, we have reviewed the weights and found that there was a discrepancy between the outbound weight, and the weight of the return once it was in *****'s system. For these reasons, we are unable to process a refund for this item, and suggest that your dispute the charges with your financial institution. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed and order through GILT on December 7th for 2 rings. These rings were ordered through my account, but were shipped to my sisters home. The rings were gifted on December 25th, but did not fit, so I opened a return on the 26th, and shipped them out that same day back to GILT. I received notification December 29th stating that the return was received and being processed and a refund would be processed within 7 - 10 business days. I was away mid January - but when I got back the end of January, I realized at some point that the refund had never gone through. I contacted GILT saying that the return was still showing in process and to please advise what the story was. First I was told the return was not received by them (which I had proof that it was). Then was told the rings had actually been shipped back to because they were "damaged". I asked for a tracking # for the return shipment, as stated the order had shipped to my sisters home, so I wanted to follow up with her. I sent 3 emails and got no response. Eventually I spoke with them on the phone and as given a tracking #, but they could not provide any information as to what the damage was or why they were returned. Long story short, I had my sister track down the box and I picked it up from her. Opened the box and took pictures of the rings which are in absolute perfect condition. They have NO damage at all. So I emailed GILT and send pictures over. I followed up with phone calls and was told by their reps that they agree that they see no damage but they would have to speak to their third party partner. Again took days for me to hear back - only to be told last night that they third party partner has said they will not accept the return. No reason as to why. This is completely unacceptable. These rings should never have been returned to me. They are in perfect condition, and I would expect GILT to accept the return and issue the refund ASAP.

  Business Response

  Date: 02/28/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. We see that you were refunded for the rings on order number ********** on 2/15/2023 for the amount of $1,170.46. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 03/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 20, 2023, I placed an order on Gilt.Com (Order #**********) for ******* RB4171 54mm sunglasses. On January 24, 2023, I received the wrong order. I was sent the ******* RB3016, instead for the ******* RB4171. I informed **** customer service immediately, and sent the order back on January 25, 2023 with the shipping label provided by customer service. On February 4, ************************************************** I was informed today, February 7, 2023, that the item that was sent to me, from Gilt, is not their product, but claims it was never received to their fulfillment center. I was also informed that I would need to contact my bank to dispute any charges, as I would not be receiving a refund. How could this be? I notified **** immediately, that I had received the wrong order, and when I send back what was sent to me, ** told that the item is not from their company. Every response from customer service has been from a different person, with a different response. I have never received the correct order, and have been denied a refund.

  Business Response

  Date: 02/16/2023

  Dear *******,
  Thank you for allowing us to review. We are happy to assist. We have confirmed with our Brand Partner who fulfilled this order, and they have confirmed that they have never had the RB3016 in the particular ******** size that you returned in stock. Therefore it is not possible that it was sent to you mistakenly from this order. We have sent the glasses back to you, as we can not accept this item as a return. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 02/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:01/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/23/2023 **** advertises in many venues but you cannot shop there without giving them your email address. Is it legal to force a personal email so they can advertise and fill up my space with their ads ?

  Business Response

  Date: 01/31/2023

  Dear Silver. 
  Thank you for allowing us to review. We are happy to assist. Gilt is a members only site, that requires an account to be created before shopping. This allows you to make the most of our exclusive deals! 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order in October 2022 for 3 dresses by *******************************. None of the 3 dresses fit and so I started the return process. By December, I realized I had never received a refund. I called customer support and she said their records showed I never completed the label return and it did not ship. I told her I went to ***** and I had taken a picture of the packing label, which should serve as proof I did my part in completing the return. I asked if there was an email address so I could send the picture. She said I would need a letter from ***** stating they lost the package before **** would continue the return process. What is the likelihood that I can get such a letter from *****? I don't understand why they will not even entertain looking at my documentation before just deciding that they cannot process my refund. I think this is an excuse to delay to the 4 month process so they can keep my ****** and still resell the 3 dresses that I returned. Shameful!!

  Business Response

  Date: 01/18/2023

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. We have confirmed with our Returns team that the three dresses were not received by us. As these items were not received, and there is no movement on the  tracking information for the return label we provided, we are unable to process a refund for these items. 
  Sincerely,
  Customer Service
  
  

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a regular Gilt customer over the years, spending over $16,000 with this company. I purchased a gold bracelet to replace one I thought I had lost costing $1299 plus tax. I found my original bracelet, so when I received the bracelet from Gilt on November 4. 2022, I immediately packed it back in the box and shipped it back. I didn't even remove the bracelet from the box. My order number is **********. I received an email from **** acknowledging the receipt of the item on November 15, 2022. I did not receive a refund so I called for the first time around December 5. 2022. I then received a series of emails advising me that I wouldn't get a refund because the bracelet was not in the box. I received further emails from all different people then telling me that they knew the bracelet was not in the box because the "supplier" advised that the bracelet was not in the box. When I asked for pictures of the empty box, I was told that there were no pictures, and to take it up with my credit card company or Fed Ex. Of course both of those entities told me that I had no recourse since the bracelet was in the hands of a third party (more than one third party, apparently, since the box was transferred to a supplier. Without a picture proving the bracelet was not in the box upon receipt, and given how I never even took the bracelet out of the box, this is a fraud, and there is no proof that I did not return the bracelet. Also, if you received an empty box, wouldn't you reach out to your customer to advise with a picture of the empty box? Instead, I only heard about this after inquiring about a refund, and then receiving a series of emails from different people admitting there was no proof I did not include the bracelet in the box, but that there would be no refund. With the amount of money I have spent with this company you would think a loyal customer is believed rather than a supplier that has no proof that the box was empty. I did not return an empty box.

  Business Response

  Date: 01/07/2023

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. We apologize for the inconvenience. In most cases, if an item is not received by our fulfillment center, we are unable to refund. As you are a loyal member, we are happy to refund you for the bracelet. Please allow 3-5 business days for the refund of $1,433.24 to be processed to your original form of payment. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 01/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********************************

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I have made an online purchase at this store, they have an option that if the product is not there, you put it in a box and when they have it, they charge your card and send it to you, this is what I have done, I put on some shoes and after 2 or 3 days they sent it to me and charged $945.00 from my credit card, I received the shoes and they were completely different from the ones I ordered, I have communicated with them via email and they have They told me to send the product back, the next day they have sent me the same boots again which I did not ask for and they have charged me $954.99 from my credit card again, I have contacted them again and I have not received a response

  Business Response

  Date: 12/21/2022

  Dear ***************** 
  Thank you for allowing us to review. We are happy to assist. After reviewing your account, we see that the first order, number **********, was a normal order placed by you on 11/28. The following order, number **********, was a Must Have it order that shipped once the item came into stock. We were happy to see that you have been provided a label to return the second pair of boots for a refund. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 12/21/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  I never said that I did not make the first order, yes I did but you sent me a product that was not the one I ordered, they have charged me for shipping and it was your mistake, I never made the second order because I cannot having the same item 2 times on the waiting list, you sent me the first wrong item and after 3 days they sent it back to me, that is impossible, if you say that it was so, then send a proof in which I made that order , return my money to my account exactly the same amount that they charged because I do not have to pay shipping and pay again to return it when it is your mistake

  Business Response

  Date: 12/27/2022

  Dear ********, 
  I see that the boots from order number ********** are in transit back to us. Once we receive these boots we will process your refund. Please allow 7 to 10 business days once we receive the item to see your refund. We received the boots from order number ********** back and have processed a refund to your original form of payment on 12/20/2022 for the amount of $935.01. As you received the incorrect item, we have processed a refund for the return shipping fee as well on 12/27. Please allow 3 to 5 business days for this to reflect on your statement. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Gilt on July 25. Upon placing the order, I got an email confirmation with no shipping information. I emailed Gilt customer service seeking shipping confirmation, which they never responded to my email. I emailed back several times, seeking information about my order. **** never responded to a single email. Months later, I have not heard a single thing back from them and I have never received my order. I need a refund for my full purchase price.

  Business Response

  Date: 12/20/2022

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. After reviewing our contact records I see that you emailed us on 8/7 and 8/11 of this year. We responded to each of these emails asking for additional information to verify your account. We ask for this information to ensure that our customers information is protected secure. As we did not receive a response to these emails, and have received no other contacts in the 4 months since,  we are no longer able to investigate this issue and provide a refund. 
  Sincerely, 
  Customer Service