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:08/24/2022

  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.

  I purchased an item that arrived broken, I corresponded with multiple customer service representatives that are not resolving the issue

  Business Response

  Date: 09/02/2022

  Dear ********,
  Thank you for allowing us to review. We are happy to assist. We have taken a look into the order and can see that a replacement was shipped out to you on 8/26 via ***** tracking number ************. This is expected to be delivered to you on 9/4/2022. We apologize for the delay in getting this issue resolved. In circumstances of damaged merchandise, such as yours, we have to work with one of our trusted ************** to secure a replacement and this can take a additional time for us to coordinate or provide additional information. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:08/22/2022

  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 sneaker shoes from GILT forThe amount of $837.87 and I make a 4 payment of ****** from Afterpay but the issues was the package **** delivered at the front door and I never received the package. I contact GILT to let them know the front door of the apartment complex is not my address,my door apartment is k32 if they left the package outside by the front door thats not my fault the response they give me is to contact my bank. I contact my bank (CHASE)and I got refund the 2 payments of $****** I already charge me and later on the refund was reversal to Afterpay again I contact my bank again, they told me my claim was denied. I contact Afterpay the said if the package is lost or stolen I cannot get refund from them.

  Business Response

  Date: 08/27/2022

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. We have reviewed this order and see that it was marked delivered by ***** on 6/27/2022. Since you still have not received your order, we have processed a full refund in the amount of $837.87 back to your original form of payment, Afterpay. Since this was purchased using Afterpay they will reimburse you for the payments you have made to them toward this order. Please allow 3 to 5 business days for Afterpay to process your refund. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:08/11/2022

  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.

  I purchased, what was advertised as a legitimate ***** bag on Gilt.com/Guilt Groupe, LP, and what I got was a fraudulent, counterfeit ***** bag, with a serial number that couldnt be legitimized, a QR code on the black inside tag/***** tag that couldnt be validated. A completely unauthentic piece of c*** that cost over $1,700.00. Not to mention that the bag came wrapped in a plastic bag, in an unmarked cardboard box that looked like you would receive an Amazon package in which you know is a COMPLETE red flag if youre buying a $1,699.00(+tax) item. *** ordered two other designer bags from their brand websites and this is not how they were delivered. Additionally, when selling an item over $1,000.00 typically, you need to sign for the item when its delivered. That didnt happen here bc what theyre selling isnt worth what theyre advertising and charging for and they know it. Not only are they scamming every consumer, theyre doing with the utmost disrespect to their customers. The material of the bag purchased is not leather as described, and the ** hardware is as crooked as this company. The fact that they are still in business is appalling. Guilt Groupe is a company of fraud; supplying ill-knowing consumers with illegal/counterfeit goods made with c*** material at a price 20x higher than anyone should ever pay for anything, not to mention AGAIN, that the products they sell are COUNTERFEIT i.e illegal. If this isnt resolved properly, I promise I will file a lawsuit against Gilt Groupe for fraudulently selling and distributing merchandise an unlawful copycat of intellectual property and at the rate these counterfeit items were sold as a ***** SALE on their website, I guarantee is not as much a misdemeanor as it is a felony under MA General Laws, Chapter 266, Section 127. This corrupt, greedy, business taking and fooling their consumers a ************* at its finest and needs to be shut down.

  Business Response

  Date: 08/13/2022

  Dear *******, 
  Thank you for allowing us to review. We are happy to assist. I'm so sorry the ***** shoulder bag you received is not what you were expecting and for any concerns with its authenticity. This is not the experience we would want you, or any of our members, to have. I am happy to provide additional insight.
  In some cases, we purchase merchandise from trusted independent suppliers and not directly from the brand owner. This includes pre-owned products. In all cases, we stand by the authenticity of every product sold on our site. To bring the highest quality products to our members, we have a buying team that specializes in sourcing our pre-owned products. Our knowledgeable buyers work with these trusted independent suppliers to make sure we offer authentic products at a great value to our members.
  However, we were more than happy to provide a return label for you to return the ***** Bag for a full refund. This label will come directly from ****************** Be sure to check any spam or junk folders, as emails like these can get filtered out. Once your return arrives, we'll issue a refund to your original form of payment (this can take **** business days from the date it is received.) Additionally, this item is no longer available on our site. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:08/08/2022

  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 ordered a queen-sized duvet set from Gilt on 7/24/22. When the package arrived, it contained a king-sized set of sheets, NOT the product I ordered. When I submitted a ticket via email to the Gilt customer service team, they said they will not be sending the correct item and will not issue a refund until I return the incorrect product. I followed up with a phone call, and they were adamant that the incorrect item must be returned in order to give me my money back. My understanding is that this is illegal and a violation of federal FTC law - a business is not allowed to hold my payment for an item I did not order, if I did not receive the item I actually submitted payment for. I would like a refund without having to go through their return process.

  Business Response

  Date: 08/13/2022

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. We are happy to provide you with additional insight. Since this was an order that you placed with **** and received the incorrect item, we would need for the item to be returned before we can process a refund. We have sent a complimentary return label to your email address on file with us. This label will come directly from ****************** Be sure to check any spam or junk folders, as emails like these can get filtered out. Once your return arrives, we'll issue a refund to your original form of payment (this can take **** business days from the date it is received.) 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 08/15/2022

  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.]

  I do not accept this resolution, as it is a violation of FTC law. You are prohibited from holding my payment for an item I did not order. In the words of the FTC: 
  
  "By law, companies cant send unordered merchandise to you, then demand payment. That means you never have to pay for things you get but didnt order. You also dont have to return unordered merchandise. Youre legally entitled to keep it as a free gift.
  
  Sellers can send you merchandise that is clearly marked as a gift, free sample, or the like. And, charitable organizations can send you merchandise and ask for a contribution. You may keep such merchandise as a free gift."

  Read it for yourself: https://consumer.ftc.gov/articles/what-do-if-youre-billed-things-you-never-got-or-you-get-unordered-products.

  The only resolution I will accept is a full refund, including the shipping cost and every cent I paid. 

   

  
  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,

  *****

   

   

  Business Response

  Date: 08/16/2022

  Dear *****,

  Thank you for your response and allowing us to assist. **** attempts to provide accurate descriptions of products and services on the Gilt Sites. Gilt does not warrant, however, that the descriptions are accurate, complete, reliable, current or error-free. If a product or service offered on the Gilt Sites is not as described, your sole remedy is to return the item, as specified in these Terms of Membership when creating an account on our Gilt website. We have attached the link to the terms and conditions below for convenience.
  

  https://help.gilt.com/hc/en-us/articles/360005821394

  While that is not the norm or what we would want our customers to experience we want to make it right and will refund in full as soon as we receive the incorrect item back. We hope this provides additional insight into the decision process.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 08/16/2022

  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.]

  Once again: it is illegal to hold my payment for an item I did not and will never receive. You are attempting to apply your terms and conditions in a way that is ILLEGAL. So once again, the only resolution I will accept is a full refund of every cent I gave you for the item I will never receive.

  AGAIN - here are the terms and conditions of the FEDERAL TRADE COMMISSION. Somehow I think they might just supersede yours:

  "Your Rights When You Get Unordered Merchandise
  By law, companies cant send unordered merchandise to you, then demand payment. That means you never have to pay for things you get but didnt order. You also dont have to return unordered merchandise. Youre legally entitled to keep it as a free gift."

  https://consumer.ftc.gov/articles/what-do-if-youre-billed-things-you-never-got-or-you-get-unordered-products
  
  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:07/19/2022

  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.

  Purchased 2 bottles of perfume on 4/07/22. Package was never received and ***** has confirmed package is lost with case number C64341203 but Gilt.com will not return my money and will not file a claim with *****. ***** will only accept a lost claim from the shipper. I have never received the product and nobody will return my money.

  Business Response

  Date: 07/26/2022

  Dear *****, 

  
  Thank you for allowing us to review. We are happy to assist. We have taken a look into this order and we see that a refund was processed on July 19th, to your original form of payment in the amount of $173.38. Please allow 3-5 business days for this to appear on your statement. 

  
  Sincerely, 
  Customer Service
  

  
  

• Initial Complaint

  Date:07/15/2022

  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.

  We living in a world that entitlement greed control conspiracy corruption and murdering is a new norm for everyday life. To the point all of these companies are committing fraud and scamming the consumers that consumers doesn't trust these companies where we use to be able to purchase good merchandise, its bad enough the cost of living is at a high keeping the ***************** and keeping the poor poor, while the Government is blocking consumers from filing complaints against multiple companies so the world doesnt know about the corruption, fraud and the scams, trust me we know so does my GOD I served thats on his way. All I want is my items when I make a purchase, when I place a order for my merchandise I dont want my items defective or the wrong size, Gilt is holding on to my refund, I didnt want a 37 I needed a 36! while ***** is committing fraud pushing the date back to drop off my item back to sender, I dropped off my item at a ***** drop off location at *********************************************** thats where the label was created, I was tracking my package to made sure it arrived to the sender to get my refund, the ***** tracker indicated that the label was created in ********** ******** everyone wants to commit fraud behind closed doors, Im tired of all the conspiracy corruption and fraud out of these businesses the best thing for me, my family friends and my 700k followers to stop supporting companies like Gilt, Saks etc that not services the people just all about a dollar ****! Guess who make the economy operate? If these companies start thinking like consumers know one wouldnt have to take time out there day to file complaints. So one please explain to me when GOD sacrifice his son for our sins who made these criminals thats in power in charge?

  Business Response

  Date: 07/18/2022

  Dear ******, 

  
  Thank you for allowing us to review. We are happy to assist. After reviewing your order I can confirm that you were refunded $970 to your original form of payment on 7/15/2022. This was broken into one refund of $961.98 to your **** card, and one refund of $8.02 to your Gilt account credit, which was based on the form of payment you placed the order with. 
  We would be more than happy to provide additional insight into the $9.99 return shipping fee. Order **********, which you placed on 6/30/2022, was for a size 37 sneaker. However, we were able to listen to your previous call and confirm that one of our representatives waived the return shipping fee for you. I have processed the $9.99 refund to your Gilt account credit. Please allow 24 to 48 business hours for this to process. 

  Sincerely, 
  Customer Service
  

  
  

  Customer Answer

  Date: 07/19/2022

  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.

  I would like my refund of $979.99 plus my $17.02 I had in credit. It shouldnt take a business weeks to process  a customer refund back on there Debit card, stop the games and stop trying to keep customers money. Welcome to my world your company is not the only one thats broke. It still doesnt give Gilt the right to continue to give multiple excuses about my refund. the time Gilt responded to my complaint Gilt could of been pushing another button processing my refund back to my debit card.

  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 07/27/2022

  Dear ******, 

  
  We apologize for any confusion. The total amount paid for the order was $979.99, $961.98 paid by credit card and $18.01 paid by Gilt account credit. We have refunded you in total for the order. The amount of $961.98 was refunded to your credit card on 7/15/2022, and the amounts of $8.02 and $9.99, totaling $18.01, were refunded on 7/16 and 7/18 respectively. 
  We would also like to provide additional insight into the refund timeframe. Though we did refund the $961.98 to your credit card on 7/15/2022, we advised for this to take 3 to 5 business days to allow for your financial institution to process these funds and post them to your account. During this time period, we are no longer in possession of the funds, but it does take additional time on the part of your financial institution for the funds to become available to you. 

  
  Sincerely, 
  Customer Service
  

  
  

• Initial Complaint

  Date:07/14/2022

  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.

  Did not receive product and pending a refund for over 30 days. Company advised that ***** shows delivery confirmation but goods have not been received. Gilt Groupe advised on June 30th that a refund would be issued and a refund is still pending. Unable to reach a supervisor or feedback on when this refund will be processed.

  Business Response

  Date: 07/15/2022

  Dear Amerita, 

  
  Thank you for allowing us to review. We are happy to assist. We have taken a look into your order and see that a refund for the total, $89.98, was processed to your original form of payment for the order on 7/14/2022. The amount of $79.98 was refunded to your Paypal account, and the remaining $10 was refunded back to your Gilt account credit. Please allow 7 to 10 business days for this to appear on your statement. 

  
  Sincerely, 
  Customer Service
  
  

  
  

• Initial Complaint

  Date:07/13/2022

  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 have purchased Birkenstock Arizona sandals from Guilt.com and it was marked as shipped. But the tracking number doesnt work. It is not identified in the system. After having read all the reviews I am afraid I will never receive my item. This company very shady and looks fraudulent. I contacted customer support, but the seem useless. They keep creating tickets but nothing being resolved.

  Business Response

  Date: 07/15/2022

  Dear Nazym, 

  
  Thank you for allowing us to review. We are happy to assist. Due to the way Ontrac ships, it can take up to five days once an item has shipped from our ****************** for the tracking to update. We have taken a look and can confirm that your order is on its way to you. You can follow the progress of your order with the Ontrac tracking number C11782003288478. Your tracking shows an update on 7/15/2022 that it has reached ******, ******** and is in transit at the time of this message. 

  
  Sincerely, 
  Customer Service
  

  
  

• Initial Complaint

  Date:07/11/2022

  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 bought a perfume on the Gilt.com site. After receiving it, I saw that it was poorly packaged and did not look authentic at all. I contacted customer support stating that I would like at least a partial refund or credit back to my account. They replied that since this is a tester, it was a pre-used product. However, upon checking the website, this product was not marked in any way as a used item, and did not list anything that would have suggested that it was used before. This is the link to the product: https://www.gilt.com/boutique/product/161237/138845766/?matchtype=&subid=1397013825348&gclid=Cj0KCQjwlK-WBhDjARIsAO2sErRGcfi1yUN6Vwftlc7UnAeZXMEwYbpnlbORijiqsdL8nIpIanfmLd4aApQkEALw_wcB&adposition=&partner=google&campaignid=***********&keyword=11110326310000&**********&adgroupid=************&network=u&device=c&deeplink=FALSE¤cy=USD&dsi=DIR--28a2e97b-d7b6-4708-8b11-d23bf39344c7 I believe this is false information on their end and if I had seen a label that clearly marked this product as a used item, I would not have bought it.

  Business Response

  Date: 07/12/2022

  Dear *******, 

  
  Thank you for allowing us to review. We are happy to assist. After reviewing the details of your order, we can confirm that this is not a pre-used item. However, for the miscommunication and the disappointment with the packaging, we would be more than happy to offer a $15 merchandise credit that can be applied to any future purchases. 

  
  Sincerely, 
  Customer Service
  

  
  

  Customer Answer

  Date: 07/13/2022

  Please note that I will accept on the condition that the credits do not expire. 
  
  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,
  
  ******* Ke

   

   

• Initial Complaint

  Date:06/26/2022

  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 placed an order online 5/30/22 @ 11:19 pm . This order was returned because I was sent the wrong size! However the credit was added to my gilt account for ***** after shipping fee was deducted. I tried using the credit on order this order was decline because my credit card was lock hence the credit (*****) was applied still.This was done on 6/19@ 11:10pm . I have made MANY ATTEMPTS calling and no one can give me a reason as to why or where my credit is. This is my money which I work for and it is very disheartening that the team working cannot give me a proper response about my money! One person told me my credit was stuck and they dont know why, another said it will fall off in 3-5 business and go back to my account. Never happened. I called and ask for a supervisor no one called back! I will not be shopping a GILT.COM again .I will also not recommend anyone to shop here!

  Business Response

  Date: 06/27/2022

  Dear ******,
  Thank you for allowing us to review. We are happy to assist. After reviewing your order, I see that the credit of $99.99 applied to your Gilt account credit on 6/26/2022. This credit is available immediately, and will automatically apply to your next order. 
  Sincerely,
  Customer Service
  
  

  Customer Answer

  Date: 06/28/2022

  [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,
  
  *************************