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

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

• 

  Gilt Groupe, LP

  150 Omicron Ct Shepherdsville, KY 40165-9594

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:12/05/2022

  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.

  Dear BBB,- I purchased the item ****** Housebit **** Mini Leather Shoulder Bag" in on July 16, 2022. The amount I paid was $2,087.18 including tax. Order #: ********** - Gilt stated on their website: "Gilt stands by the authenticity of every product sold on our site."- In late November 2022, I sent the item to **** for authentication check, because I haven't been using this item and wanted to sell it on ****. To my surprise, ****'s authentication center returned the item, and confirmed it didn't pass the authentication check, and is a counterfeit. - I called Gilt, the business, to request that I return this item and get refund, because they sold me a counterfeit, not an authentic item that they promised customers. - I called Gilt several times and followed up with calls again with my request and concern, but the replies from the business were the same: **** rejected my request to return the item and get refund, even though they sold a counterfeit to me.- Order #: **********

  Customer Answer

  Date: 12/19/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 12/21/2022

  
  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. We stand entirely behind the authenticity of our products and work diligently to offer high-quality authentic products at a great price to our valued members. 
  While the ***** shoulder bag is authentic, if there were any customer satisfaction concerns with our merchandise, we provide our members with ************************************************************************************ every possible. As this item was purchased on 7/16/2022, we are not able to accept this as a return or offer a refund at this time. We apologize for any inconvenience this may cause. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:11/22/2022

  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 purchased a cosmetic product on Gilt website, for which it has turned to be a counterfeit product.After persistent refusal of Gilt customer service to accept return of the product and to issue me a refund, they have finally accepted a return, and I have returned a product.On October 27, 2022 I have received a confirmation email from Gilt that they've received my return: "Your return has arrived at our warehouse. Once it has been processed, you'll receive a confirmation email, and then your refund will be issued. If you selected a refund to your original form of payment, you will see your refund in 7 10 business days."Today is 22/11/22, it's been 18 business days since then, and Gilt still hasn't issued a refund to my original form of payment. **************** ignores my repetitive messages asking them about my refund, and when they reply, they pretend not to have clue what I'm talking about, or actually are that incompetent and really don't have a clue about my issue.**** first sold me a counterfeit product, then rejected to accept my return request, and finally they don't want to issue a refund for returned item!Is it the WORST online retailer, DO NOT buy anything from their website!

  Business Response

  Date: 12/01/2022

  Dear ********, 
  Thank you for allowing us to review. We are happy to assist. After reviewing your order we see that your order was placed on January 13, 2022, and we were first contacted in regard to this issue in October. As a courtesy we created a return label for you and have been working with our Brand Partner to confirm the item was received. We have refunded you $145.05 to your Gilt store credit. This refund is to account credit due to the time frame that elapsed between the purchase and your contact. 
  For more information in regard to our return refund policy please see this link: 
  https://help.gilt.com/hc/en-us/articles/360005934953-Our-Return-Policy
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 12/05/2022

  [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:11/10/2022

  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.

  I bought a voucher from gilt.com (order **********) on 6/11. I should get the voucher in email in 24 hours, but I have not received anything after 4 days. I have connected with gilt.com via phone and email, but they were not able to solve it for me. I have not received the voucher and the voucher should be expired for now. I would like to cancel my order and get refund.

  Business Response

  Date: 11/18/2022

  Dear ***, 
  Thank you for allowing us to review. We are happy to assist. After reviewing your account, we see that you have been refunded for this order through a PayPal dispute that you had opened. Please reach out to PayPal for additional information in regard to your refund.
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:11/07/2022

  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.

  I made an purchase of "250 credit voucher valid at bodenusa.com" sold by the merchant www.gilt.com on 11/04. the related order number is **********. The voucher should be delivered to the email address, however I never received the order confirmaiton email nor the voucher itself, so I contacted the merchant later on 11/4. At first they replied as I could contact them after 24 hrs so they would resend the voucher to me. I followed their instruchtion and contacted them twice on 11/05 and 11/07, they just ignored my emails, never replied again. By far I can't get their response on this matter and the voucher will only be valid through 11/09, I really don't have much time to waste for just waiting for their action, I insist they should refund the $168 I paid for this order.

  Business Response

  Date: 11/15/2022

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. We apologize that you did not receive your voucher. As you did not receive it, and you are no longer able to use the voucher, we have gone ahead and processed a full refund of $168.00 to your original form of payment for the voucher. Please allow 3-5 business days for this to reflect on your financial statement. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:11/01/2022

  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.

  Bought an item, returned it, and got ****** in my account as credit instead of a full refund. In addition, I paid extra money for free shipping and cancelled my subscription and never got my refund.

  Business Response

  Date: 11/06/2022

  Dear *******, 
  Thank you for allowing us to review. We are happy to assist. After reviewing your account, we see that this order was placed in July of 2019, and a label was provided on 7/23/2019. The item was returned to us in September of 2021, which is outside of our 30 day return window. As you are a valuable member we refunded the item to your Gilt credit. Since this was returned outside of our return window, we are unable to reverse this credit to your Credit card. 
  The shipping membership you are inquiring about was a year of free shipping which you placed on your account on 4/8/2019. Due to the age of this one year membership, and that it was used on your subsequent order, we are unable to refund at this time. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 11/07/2022

  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. 

  [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.
  
  Please send over a credit or refund for that amount of free shipping. Please take care of this, I never needed the year of free shipping and I don't use Gilt. 

  Please, please send over a refund. 

  
  Regards,

  *******

   

   

  Business Response

  Date: 11/08/2022

  Dear *******, 
  Thank you for your response. The Free Shipping membership, Gilt Unlimited Annual,  was purchased on 4/8/2019, and was used on the following order. As the membership was purchased over 3 years ago, and was used,  we are unable to refund. We apologize for the inconvenience. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 11/09/2022

  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. 

  [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.
  
  

  The order that the item was used on an item that went missing. Please refund this shipping fee. 

  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:10/29/2022

  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 had purchased a bracelet for $99 that was defective, the clasp wasn't working right. I reached out to customer service and they sent me a return label. On Sept 29 I received an email from **** stating they had received the bracelet and they were going to issue a credit to my debit card. I have reached out to them on 4 different occasions regarding this credit and I keep getting the run around. The bracelet was $99 plus tax, $106.54. Thank you and I look forward to hearing from you. ********************************* Order number from Gilt is #**********

  Business Response

  Date: 11/02/2022

  Dear ********, 

   

  Thank you for reaching out and allowing us to review. I am happy to help. The information you attached was helpful as it appears the tracking information did not automatically trigger the refund once we received the item as designed. I have manually pushed the refund through in the full amount of $106.24. Please allow 3-5 business days for this to appear on your financial statement and we apologize for the time spent on this. 

   

  Sincerely, 

  Customer Service

• Initial Complaint

  Date:10/28/2022

  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.

  Order number is #**********. I had returned the item weeks ago, and the merchant had received it on October 10. The return confirmation email stated that a refund would appear within **** business days, yet I have still not received my refund. It has been 14 business days at this point.

  Business Response

  Date: 11/04/2022

  Dear *******,
  Thank you for allowing us to review. We are happy to assist. The email you received is an automated email triggered by the tracking number. Once ***** marks a return delivered that email is generated. However before a refund is processed the item must be reviewed by our team in our fulfilment center. As this item was not received by our fulfillment team we are unable to refund for this order. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:10/22/2022

  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 ordered a very expensive diamond ring from here. Upon arrival, which also had very delayed shipping, I didnt like the ring. Immediately after it was in my hands, I returned it. Beautiful ring, just to much for me and the price, way too much. I was trying to give myself a nice push present after having my baby boy. **** returned and after nearly four weeks of no one replying about where the refund was, I disputed the charge with AMEX. I immediately heard from **** at that point, who stated the refund was denied because I altered the ring. I did no such thing and feel scammed. Fast forward to today, they have still had this ring for over a month, with no tracking number back to me. The ring is an infinity ring and clearly states it cannot be resized. This is a total nightmare and I just want a refund as the site originally promised. Ridiculous to be accused of altering the ring just so they dont have to resale this expensive ring.

  Business Response

  Date: 10/26/2022

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist and provide additional insight. As the item was not received in original condition, we are unable to accept the return. We see that the ring is en route back to you via tracking number ************. Pictures of the alterations that were seen on the ring were provided to you via email on 10/26/2022. We apologize for the delay in receiving this information and we hope this helps! 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 10/26/2022

  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. 
  

  Why would I go through so much trouble of trying to get my money back if I did resize the  infinity ring they are mentioning. I finally received photos of what they said I did, but I do not. They had  the ring in their possession for over four weeks. Whose to say this isnt something they did to ensure the ring was silk. This is a $5k ring and I did nothing to it. I received it and returned it back. What are the chances that it was missed and someone else altered this or its just a scam that I have fallen into. This is ridiculous that they can just make up these lies to stick me with ring I didnt want. At this point I want a refund, as Im an honest customer being accused of something I didnt do. I just had a baby and bought this as a push present to myself, sadly it wasnt the right one for me and now its been a nightmare. 

  
  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,

  Lauren

   

   

  Business Response

  Date: 11/06/2022

  Dear ******, 
  Thank you for your response. We understand your disappointment with our return policy, and would like to add some additional insight. All returns must be received in the original condition. When we receive returns, the item are reviewed by our team in the fulfilment center, to make sure they comply with our return policy. As the Brand partner made us aware of the damage upon their receipt of the item, and the item has since been returned to you we are unable to process a refund at this time. 
  For more information in regard to our return refund policy please see this link: https://help.ruelala.com/hc/en-us/articles/360009796773-Our-Return-Policy
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:10/15/2022

  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.

  I ordered a pair of ***** sunglasses on 9/24/22 for $165 from GILT. The package was shipped on 9/26/22 and to arrive in 5 - 10 business days. It is now 10/15/22 and still no item delivered. I called GILT on 10/11/22 to inquire on the status and requested that a replacement pair be overnighted since there were zero tracking updates via ****** I was told I had to wait until 10/13/22 in order for that to be possible. I waited for the item - still hopeful that it would come. Today is 10/15/22 and I still dont have an order. I called customer service AGAIN and asked that I be refunded my money and was told they cant as the order is on its way. Instead of refunding me my money the offered a $25 credit. This has been a horrendous customer experience and Ive spent numerous hours tracking an item that they simply could have replaced via overnight shipping (which now on 10/15/22 isnt an option because they are out of stock). I want my money back and will never order again from GILT.

  Business Response

  Date: 10/23/2022

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. We are happy to provide additional insight into the delays you experienced. When you contacted us on 10/3 we advised if the item had no more tracking updates we would refund you as the package would at that time be considered lost in transit. When you contacted us on 10/15, the package had recent tracking updates and had began its movement toward you again. Per the tracking the item was delivered on 10/17 and is now able to be retrieved from your PO box. We hope this information helps!
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:10/13/2022

  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.

  On 05/22/2022 I made a purchase through Gilt.com Order # ********** for $ ****** which I decided to return within the company's return policy. I received a return label from Gilt.com and took the item to ****** On 06/22/2022 I received and email from Gilt.com that my item has been received by their warehouse and a refund will show on my account in 5-7 days. I contacted Gilt.com customer service in August cause my refund was not posted in my account and I was told to wait 3-5 days for it to show in my account. I contacted their customer service again in September and now in October and there still no refund for my return. Today I was told that the claim is too old and there is nothing they can do about it hence I am contacting the BBB to seek help on this matter. I have proof which I can provide at anytime of the item being received by Gilt.com warehouse Please feel free to contact me with any question or concerns.******* and ***************************** ************

  Business Response

  Date: 10/18/2022

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. We were unable to confirm that the item was received by our fulfillment center. In addition, due to the time frame since the return label was issued, we are unable to process a refund for this order. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 10/19/2022

  I do reject the reponse from Gilt. Attached you will find an email from **** stating having the item at their warehouse. On their response they are stating item was never received but the attached email says oterwise.

   

  
  Regards,

  *****

   

   

  Business Response

  Date: 10/26/2022

  Dear *****, 
  Thank you for your response! We are happy to provide additional information. The email you received is an automated email triggered by the tracking number. Once ***** marks a return delivered that email is generated. However before a refund is processed the item must be reviewed by our team in the fulfilment center. As this item was not received by our fulfillment team, as well as the amount of time that has passed since the label was made, causing the label to no longer be trackable by *****, we are unable to refund for this order. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 10/28/2022

  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 do not accept the response from the merchant, these are some of the reasons.

   

  1- Item was returned using the label provided by the merchant, if item was not received or noted received by their warehouse I have no control on this.

   

  2- I spoke to a customer service representative back in August to claim the refund and I was told to wait 3-5 days to receive such refund.

   

  3- Merchant should not send an email advising the item has been recieved by the warehouse as attached to this email and then retract themselves by saying this email if computer generated.

   

  Regards,
  

  *****