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Business Profile

Online Retailer

Gilt Groupe, LP

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

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

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Gilt Groupe, LP has 3 locations, listed below.

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    Customer Complaints Summary

    • 127 total complaints in the last 3 years.
    • 52 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/10/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a ***** belt. It was too big. I called to exchange. I asked to waive return shipping since it was an exchange. She said I would need to get store credit. I said fine I just want to make sure I get the correct size before it sells out. Then she said I see it in your cart so I waive shipping. Ordered new belt but gilt lied and deducted shipping. Sent an email. I was told they would credit my account $15 to cover it. Four emails later and they still havent done it. At this point the principal of gilts nonstop lying is so wrong. **** was the last one from gilt that lied.

      Business Response

      Date: 12/18/2024

      Dear Avid, 
      Thank you for allowing us to assist, we were happy to review. I see that for your most recent order of the ***** belt, you enrolled in our Gilt Unlimited annual program which gives you free shipping for a year, along with other exclusive perks, for the initial $30 enrollment fee. Thank you so much for joining! You were not charged any additional shipping fees. You were also provided complimentary return shipping on the first ***** belt return. We do see where you promised a courtesy credit of $15. We have added this $15 credit to your Gilt account. This credit will automatically apply at checkout on you next order! 
      Sincerely, 
      Member Services

      Customer Answer

      Date: 12/18/2024

      [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,

      Avid *****

    • Initial Complaint

      Date:12/02/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Aug 12, 12:01PM I purchased Bluemercury gift voucher of $500 for $375 from ******** October 22, 2024 I used above mentioned gift voucher at ***********, order #*******, order total $316.95. Oct 30, 2024 I received the items. However, the items were not satisfactory. I have returned everything on the same day. Bluemercury instructed all returns have been received. They adviced return has been proceed. However refund was never received.

      Customer Answer

      Date: 12/13/2024

      [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:11/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 a pair of shoes from Gilt for my son for his graduation form 2023. At the time of delivery when I received the shoes it was missing one shoe from the box. I reached out to the company and I did not want money back I just wanted the missing shoe and no one was willing to help. They only informed me that the weight of the shoe was shipped based on both shoes but that couldnt be the case because I received one shoe. Here it is a year or so later and I still have that box with one shoe unworn and all I wanted was the shoe now I want all I want is the shoe that was missing. Can someone please help me.

      Business Response

      Date: 12/06/2024

      Dear *****, 
      Thank you for allowing us to assist, we were happy to review. When we were first contacted about the missing shoe in May 2023, we were able to confirm that the weight of the package matched the weight of both shoes, and that you did not see any tampering or damage to the package. We communicated this at that time, and advised that we were unable to assist. We were contacted again in November 2024. Based on our review of the information from 2023, in addition to the timeframe that has passed since this concern was first raised, we are unable to assist with a refund or replacement.
      Sincerely, 
      Member Services

    • Initial Complaint

      Date:11/22/2024

      Type:Product Issues
      Status:
      Answered
      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 voucher to be used at BlueMercury with Gilt in August. I paid $375 for the voucher to get a ************************************************* Upon following up with Gilt, the representative said the email was not delivered due to my account settings. After changing my account settings, the voucher was finally delivered to me. However, there is zero value in the voucher. I emailed the customer service multiple times but the emails were not responded.

      Business Response

      Date: 12/04/2024

      Dear Lu, 
      Thank you for allowing us to assist, we were happy to review. I see that our team has touched base with you! Our brand partner, ************, will be reaching out to you directly to assist! We hope this information helps! 
      Sincerely, 
      Member Services

    • Initial Complaint

      Date:11/20/2024

      Type:Product Issues
      Status:
      Resolved
      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 2 vouchers on ************ but they canceled my order with no reason. The next day I purchased again, but the voucher with ideal amount is not available so I purchased 3 vouchers of other amount. After receiving the confirmation email I realized I won't use so many vouchers because one person can only use one voucher. so I contacted the gilt team immediately to cancel my order. The third day I got the email from the customer service team claiming that they refused to cancel the order or refund to me.Whereby do they do whatever they want? They wanna cancel they'll cancel, they wanna refuse to refund then they do. I wanna canceled the order and get my money back.

      Customer Answer

      Date: 12/04/2024

      I have heard from the business in response to my complaint, but their customer service team have been communicating with nonsense even lies regarding my operation history.Please kindly find the attached screenshot. They haven't proposed any effective solution till now.

      Business Response

      Date: 12/04/2024


      Dear Yuyan,
      Thank you for allowing us to assist, we were happy to review. We apologize that your first order was canceled. Looking into order **********, it was canceled due to the information on the order not matching the information on file with your financial institution. This is a security measure for all of our members, to ensure that their information and payment methods are always secure. Once your information was updated, your order was successfully processed. All of our vouchers are final sale, meaning that we do not allow for them to be refunded after purchase. This is listed in the item details as well as in our Help section on our site. As a one time exception we are happy to refund you for the vouchers. We have refunded $340.02 to your original form of payment. Please allow 3-5 business days for this to reflect on your statement. 
      Sincerely, 
      Member Services

      Customer Answer

      Date: 12/06/2024

      [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. 

      But I have to stress again that I didn't make any change to the credit card information while making the two purchase. That means the business still excuse the first fail to process the order. But I'm glad to get my refund back. Thank you BBB.

      Regards,

      ***** ****

    • Initial Complaint

      Date:11/19/2024

      Type:Product Issues
      Status:
      Answered
      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 am writing to file a complaint against ******** regarding their refusal to refund me for a package that I never received. Despite multiple attempts to resolve this matter directly with the company, they have not provided a satisfactory resolution.I never received the package, and there is no evidence that it was delivered to my address. Upon realizing this issue, I immediately contacted Gilt.coms customer service to report the missing package and requested either a replacement or a refund.Response from ********:*************** has maintained that the package was delivered, citing tracking information, and has refused to issue a refund or offer a resolution. I have requested further investigation into the matter, but they have not provided any proof of delivery (e.g., a signature or photo confirming the package was left at my location).My Concerns:1.The package was not received at my address, despite being marked as ******************** has not offered any assistance or a refund, placing the burden entirely on me.3.This lack of accountability for undelivered goods is unacceptable and violates consumer rights.I am requesting a full refund for the undelivered package. Alternatively, I am willing to accept a replacement item shipped to me with guaranteed delivery.I am happy to provide documentation of my communication with ********, including emails and chat transcripts, upon request.Thank you for your assistance in resolving this matter. I hope the BBBs involvement will encourage ******** to take responsibility and provide a resolution.

      Business Response

      Date: 11/29/2024

      Dear ****, 
      Thank you for allowing us to assist, we were happy to review. Looking further into the details, at checkout your shipping address defaulted to the preferred address in your account- one which was last used in 2020. We do have confirmation from our carrier that this was delivered successfully to the mailroom of the shipping address specified on the order. This confirmation is accessible through the tracking number provided in your account, as the carrier provided a picture. As we successfully delivered the item to the shipping address given, we typically are unable to assist with refunds. However, we would be happy to provide a one time exception, and apply the price of the item back to your Gilt account. You should see the full We hope that you can use this credit to find something you love! 
      Sincerely, 
      Member Services

    • Initial Complaint

      Date:11/14/2024

      Type:Product Issues
      Status:
      Answered
      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 June 30, 2024, I purchased 2 bottles of perfume from the company. When I received the perfume. It appeared to be used and old. The boxes that it came in were bent and it appeared to have been testers. The perfume did not smell like the fragrance. It smelled like alcohol. I contacted **************** and did a chargeback as I was dissatisfied and did not receive a quality product.They challenged the chargeback stating that I still had the perfume and needed to mail it back and when I did, they would process my refund. **************** reversed it and instructed me to mail it back, stating that the merchant advised them that upon receipt, they would issue the refund.I mailed it back and received an email on July 25, 2024 (attached) from the merchant that they received the return and would process my refund in 7-10 days.I waited out the *************************************************************************************************************************************************I waited and then a representative told me that they won't refund me even after they receive their merchandise because Amex reversed the chargeback. This was deceptive practices as they got their merchandise and my money. I want my refund as agreed.

      Customer Answer

      Date: 11/25/2024

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

      Business Response

      Date: 11/27/2024

      Dear ******, 
      Thank you for allowing us to assist, we were happy to review.  We apologize for the delay. As you have returned the items, we have processed the refund for the two Bond No. 9 fragrances in your order to your original form of payment. Please allow 3-5 business days for this to reflect on your statement. 
      Sincerely, 
      Member Services

    • Initial Complaint

      Date:10/21/2024

      Type:Product Issues
      Status:
      Answered
      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 PREDIRE Multi Purpose anti-aging skin device. When I received the device, it was apparent right away that the box was reused as the item was returned previously. When I opened up the item there are scratches on the device. Theres plastic stuff to the device all the way around and it was a parent that it was put back on as it was not sticking in many places and was very wrinkled. I contacted guilt and I do know when I ordered it. It said no refunds however; I ordered a brand new device not a used device when I emailed them. They said they would get back to me in two business days when they contacted me, it was a survey and I rated them ZERO AND put the reason why. I HAVE SINCE NOT HEARD BACK FROM THEM. I ASKED THEM FOR A FULL REFUND BECAUSE ITS SUPPOSED TO BE LIKE I SAID A BRAND NEW DEVICE AND IT WAS PREVIOUSLY USED AND RETURNED AND ITS DAMAGED.NOTICE on the Label on the box: IT CAME FROM THEIR RETURN CENTER. HENCE MORE PROOF IT WAS USED, BUT THE PICTURES SHOW THE USED EQUIPMENT AND SCRATCHES.

      Business Response

      Date: 10/30/2024

      Dear *******, 
      Thank you for allowing us to assist, we were happy to review. We saw your message using our chat feature, and it looks like our Concierge requested a bit more information from you. We do apologize for the condition you received the item in and are happy to send you a complimentary return label, to return for a full refund. This label was sent to your email address on file, and will come from ****************** Once the item is received by our team, you should see you refund processed in 7-10 business days to your original form of payment. 
      Sincerely, 
      Member Services

    • Initial Complaint

      Date:10/15/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 am filing a complaint regarding an unresolved issue with Gilt. After making a purchase, the company failed to provide a working voucher that was part of my order. I have been in contact with ****'s customer service for over a month, yet no solution has been offered to rectify this situation.Despite numerous attempts to resolve this issue through ***** customer service, I have only been asked to wait repeatedly, with no tangible progress. This ongoing delay and lack of action is unacceptable, and I am seeking your assistance in resolving the matter.I request that Gilt refunds my purchase as soon as possible.

      Business Response

      Date: 10/30/2024

      Dear ******, 
      Thank you for allowing us to assist, we were happy to review. Were sorry that you were having some issues with the voucher, after it was used to place and order, and then the items were returned. We have processed a full refund to your original form of payment. Please allow 3-5 business days for the refund to reflect in your account. 
      Sincerely, 
      Member Services

      Customer Answer

      Date: 11/05/2024

      [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:10/03/2024

      Type:Product Issues
      Status:
      Answered
      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 would like to return the Equipment Annalise Silk Maxi Dress that I purchased (order #**********). I know this purchase was made a while ago. However, I was on an unexpected business trip and did not get to try on this dress until recently. I would like to request either for a return or partial refund of $50.

      Business Response

      Date: 10/19/2024

      Dear Sky, 
      Thank you for allowing us to assist, we were happy to review. We were happy to provide an exception for your to return the Equipment Annalise Silk Maxi Dress for Gilt Store Credit. We have sent a return label to your email on file. This return label will come from ****************** Once we receive your return, your credit will be processed in 7-10 business days. 
      Sincerely, 
      Member Services

    Gilt Groupe, LP is NOT a BBB Accredited Business.

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