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:10/03/2024

  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 made a purchase and realized that the dress shirt has a tiny hole. I would like to receive a partial refund of $30 for this order #**********.

  Business Response

  Date: 10/19/2024

  Dear Sky, 
  Thank you for allowing us to assist, we were happy to review. Based on the information provided, as well as the price of the shirt, we would be unable to offer a $30 discount. We would be happy to refund $19.50, a 25% discount, to your original form of payment. Please allow 3-5 business days for this refund to be processed on your financial statement. 
  Sincerely, 
  Member Services
  
  

  Customer Answer

  Date: 10/21/2024

  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. 

  $19.50 is not the partial refund amount that I requested.
  
  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,

  Sky

   

   

  Business Response

  Date: 11/05/2024

  Dear Sky, 
  Thank you for your response. We usually provide a discount for damaged items or a full refund if we hear from you within the return timeframe. Since this item was reported outside of that window, we were delighted to apply the 25% discount to your original payment. Unfortunately, we cant provide any additional discounts at this time.
  Sincerely, 
  Member Services
  
  

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair 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 paid $225 for a $300 voucher for Bluemercury through Gilt on 04/11/24 and attempted to spend it a few days ago, only to be told the voucher is expired and has no fund available. At no point of my purchase I was notified the voucher needs to be redeemed by certain date. I contacted customer service at **** on 9/20/24 and their response was " No worries though, your voucher is still good for $225.00 (the purchase price of your order). At this time, we recommend reaching out to the supplier (Bluemercury) directly for further assistance. You can contact them by email at ******************** or by phone: at **************. " I then contacted Bluemercury per the instruction from Gilt and this is the response I received from Bluemercury "After further review, it appears this purchase was not made on ************************. While we're unable to assist with this issue, we suggest reaching back out directly to ********************* for further assistance, as they will have all necessary tools available to assist with this matter.The expiration date is in accordance to Gilt policies and procedures. Their customer care will be able to override this restriction within their system due to this occurrence."I am tired of going back and forth between the two companies and refused to be fooled again. Gilt should be responsible for the refund of $225 in cash or store credit in this matter since it is the one who charged me on my bank account.

  Business Response

  Date: 10/15/2024

  Dear Yue, 

  Thank you for allowing us the opportunity to review! We were happy to assist! We see that a member from our team was able to confirm the issue with the vendor. We processed a full refund to your original form of payment on 10/2 in the amount of $225.00. We hope that this information helps, and are sorry for any inconvenience! 

  Sincerely, 

  Member Services 

  Customer Answer

  Date: 10/17/2024

  [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 #22349757. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Yue Liang

• Initial Complaint

  Date:09/23/2024

  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 3 orders in the amount of $647.92. The orders shipped via ***** ground. I received a notification that the packages were delivered, but they were delivered to the wrong address. The proof of delivery was insufficient (you could not see anything in the image. It was all black). I filed a claim with *****. They told me gilt would need to file a claim. **** refused to refund me my money in the original form of payment. They issued a credit to my account instead. I told them I did not want a credit to my account, as I did not with to order from their website anymore. This is the second time this has happened.

  Business Response

  Date: 10/03/2024

  Dear *******, 
  Thank you for allowing us to assist, we were happy to review. We apologize that your delivery was unable to be retrieved after delivery. We understand the frustration. Though we successfully delivered the package to your home, and there are previous claims of packages being unable to be retrieved, we were happy to offer a one time exception to refund the orders to your Gilt account credit. Upon researching to determine other possible solutions, we did determine there has now been a dispute filed with your financial institution. With tis open dispute we are unable to assist further. Please contact your financial institution for further information. 
  Sincerely, 
  Member Services
  
  

• Initial Complaint

  Date:09/08/2024

  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.

  The dispute is regarding two orders placed with two different online apparel companies, one with **** and one with *********, both owned by the same company. The order with Gilt was for a pair of pants, costing $79.99, placed on 8/21/24. The order with Rue La La was a shirt, costing $69.99, placed on 8/21. Both were supposed to have been delivered together by *** on 8/27. When I discovered that the items were supposedly delivered, but were nowhere to be found at my residence, I contacted them. I was told that I would have to wait 10 days before an investigation could be conducted. After 10 days, I contacted them again to instigate the investigation, at which point I was told someone would be getting back to me within 24 hours to follow up, but I didn't hear back. I called back the next few days to which I was given the same answer, until I was finally told that my request for refund was denied.

  Business Response

  Date: 09/18/2024

  Dear *****, 

  Thank you for allowing us to assist, we were happy to review. We are sorry that you were unable to retrieve your items after they were delivered by our carrier to the address on file on 8/27/2024. As we have proof of the successful delivery, as well as there being multiple similar claims connected with your account, we are unable to assist with a replacement or refund. We recommend reaching out to your financial institution to file a claim to dispute the charges.

  Sincerely, 

  Member Services

  Customer Answer

  Date: 09/20/2024

  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:09/07/2024

  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.

  Ordered product from ******** and received a shipment confirmation showing that the product would be delivered on September 6, 2024. However the product did not arrive and the last scan in the ***** tracking location occurred on September 1. There has been no update on the package since September 1, 2024. Contacted the customer service department and guidance ******** by phone and the representative stated that no action is taken unless the package is missing for at least 10 days. I called the **** customer service and received a recorded message telling to contact ******** (the company that shipped the package). ***** has no information on the location of the package.

  Business Response

  Date: 09/24/2024

  Dear *******, 

  Thank you for reaching out, we were happy to review! The order you referenced for the Predire Paris item was delivered to your address on 9/9/2024 via ***** tracking ************. Sometimes packages can hit delays along transit, but if it has not stalled for more than 10 days we are confident they are still on track to arrive as expected. We are glad your order was delivered successfully! 

  Sincerely, 

  Member Services

• Initial Complaint

  Date:09/06/2024

  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 $3K worth of merchandise with the shipping address being a mail center. They supposedly mailed the merchandise and stated that it was delivered. There is no proof of delivery and I have never received the merchandise. I filed a complaint with them and the response I received is that they have confirmation of delivery and I will not be refunded my money. There is literally no proof of delivery and now I am out $3K.

  Business Response

  Date: 09/15/2024

  Dear ********, 
  Thank you for allowing us to assist, we were happy to review. Our records indicate that the dispute on your credit card is still in progress. While we await their decision we are unable to assist with a refund. Once the decision has been made we would be happy to take another look and see if any other options are possible. 
  Sincerely, 
  Member Services
  
  

• Initial Complaint

  Date:09/04/2024

  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 a **** *** Unique Silk-Blend Shirt (order #**********). However, the shirt has defect and I request for 25% partial refund. Whenever, I contact customer service, my request is not granted. I also hope that I could contact customer service to get my issues resolved instead of having to file my complaint via BBB to get resolution.

  Business Response

  Date: 09/18/2024

  Dear Sky, 
  Thank you for allowing us to assist. We were unable to find any prior contacts to our concierge team members, but we were happy to review this situation for you. Thank you providing the pictures of the defect you noticed! We processed a refund to your original form of payment for the amount of $20.00, 25% of the price of the shirt. Please allow 3-5 business days for this refund to reflect on your statement.  
  Sincerely, 
  Member Services
  
  

• Initial Complaint

  Date:08/27/2024

  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.

  Business claims package was delivered with proof that ***** sent them. Picture by ***** for proof of delivery is not proof it was my NYC apartment building. could be any building. Package was not delivered. When reaching out to customer service, they were extremely unhelpful. Company has not offered any guaranteed ways to resolve problem or secure my money back. They remain paid while I remain without product and limited possibilities of getting my money back.

  Business Response

  Date: 09/06/2024

  Dear ********,
  Thank you for allowing us to assist, we were happy to review.  We recognize that it can be disappointing and frustrating to not receive an item you were eagerly anticipating. After investigating the order in question, we determined that the order was delivered by ****** on 8/4/2024. 
  Since this order was paid for via Afterpay, we recommend reaching out to your financial institution to file a claim to dispute the charges. We are unable to provide any additional assistance with the billing for this order as it was placed using AfterPay.
  Sincerely, 
  Member Services
  
  

• Initial Complaint

  Date:08/12/2024

  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.

  Terrible ***************** **** sent my order for $65, but I have not received it. I have been asking for help from customer service for a week now, but they refuse to help me in any way. They do not want to return the money and do not even give a credit

  Customer Answer

  Date: 08/24/2024

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

  Business Response

  Date: 08/28/2024

  Dear ********, 

  Thank you for reaching out regarding your recent order. I understand your disappointment after having been unable to retrieve your order after it was successfully delivered by our carrier.  We have thoroughly reviewed this situation and would like to add insight into our decision. Upon review, we've confirmed that the item was successfully delivered to the address provided during the order placement. As the delivery was completed accurately, we are unable to honor your request for credit regarding this order. Based on this information, we will not be refunding, or providing credit, for this order. We recommend reacing out to your financial institution to dispute the charges. 
   
  Sincerely, 

  Member Services
   

  Customer Answer

  Date: 08/29/2024

  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:08/06/2024

  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 recently purchased an $800 pair of shoes on gilt.com. They decided to send my shoes via fed ex smart (requires no signature) which I was not aware of. I was trying to track it for weeks with no information on tracking until July 21, 2024 and it was supposedly delivered on July 14, 2024. Since I was not able to track during the whole time I sent multiple emails asking for the tracking information and I received a response after I was able to track it myself. Also there was 4 people home that day of the 14th and the fed ex driver did not even ring my doorbell, he supposedly left it in front of my door and took a picture and uploaded it. IM starting to question why he didn't ring my doorbell, did he take a picture of it in front of my door and put it back in his car to steal it? The box is packaged in a box that has the gilt logo all over it and if you are familiar with gilt.com you would know that they sell high end products. I called gilt.com to let them know that I never received my shoes but they said since the driver took a picture and it proves delivery they can't do anything for me?!?! I asked them why they would send an item that expensive without any signature?!? I should have been informed that the purchase would be sent by this type of delivery service and if I agree that they would continue processing the payment. I used afterpay for my payment and they said that I would need to call afterpay and make a claim to them?!? I don't know what afterpay has to do with this and I argued with the customer service team and supervisor . I did notify afterpay and I filed a police report and gilt is supposed to be investigating it but I don't think I will get my money back. I did go on their social media page and have seen other customers complain about the same issue as I am having and they still have no resolution to their complaints. I don't want any credit, new shoes or anything from them except my money back.

  Business Response

  Date: 08/17/2024

  Dear ****, 
  Thank you for allowing us to assist, we were happy to review. We have thoroughly reviewed your issue. The pictures provided of the delivery of this order shows that it was delivered to a location that you have successfully received other packages. All of our tracking information is listed as soon as the items ship out, and are trackable through your account which can be accessed via web browser or mobile app. As we delivered to the address on file successfully, we are not able to refund, and suggest that your dispute the charges with your financial institution. 
  Sincerely, 
  Member Services
  
  

  Customer Answer

  Date: 08/19/2024

  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. 

  Yes it was clearly delivered to my doorstep but was stolen and I have filed a police report already. I was not informed that your type of delivery service NOW is ***** smart that does not require a signature. If I was given an option I would've NEVER ordered an $800 pair of shoes to be delivered without signature on my high traffic doorstep with a box that has GILT printed all over it. I have been a customer since 2013 and have never experienced such terrible customer service. I have read many of the same complaints similar to mine and so oddly they have also been shoes with a high price point. Like I mentioned before the driver did not even ring my doorbell that day which was a Sunday morning with four people home. Yes there's a picture of proof that it was at my doorstep but there's no proof of picture that shows it was delivered into my hands. I don't know if the driver took a picture and decided to put it back in his or her truck or if someone stole it after he or she left but bottom line I don't have my shoes. Please refund my financial institution that I used for purchase so it does not affect my credit.
  
  Best Regards,
  ************* 

  Business Response

  Date: 08/28/2024

  Dear ****, 

  Thank you for your response. We strive to assist our members in such situations; however, please be advised that we are unable to issue a refund for any issues that may arise with your package after it has been successfully delivered by our carrier. We recommend that our members monitor the tracking information to prepare for the arrival of their packages, or consider utilizing My Delivery Manager with ***** to schedule their delivery.
  
  Thank you for your understanding. You can see more about information about our carrier issues here: ****************************us/articles/360005897473-Gilt-Terms-of-Use

  Excerpt from Gilt Terms of Use

  Risk of Loss
  The items purchased through the Site are shipped by a third party carrier pursuant to a shipment contract. As a result, risk of loss and title for such items pass to you upon our delivery to the carrier.

  Sincerely, 

  Member Services

  Customer Answer

  Date: 08/30/2024

  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
  Hello, 

   

  I did track the package and it was not updated until three days after it was delivered. First and foremost your company should not be sending a package worth $800 via no signature, I was not given a choice and your system was not updated until after it was delivered. Why would I have contacted your customer service team asking why I could not track my package? I was able to track it after the delivery that I never received. You are the merchant you need to be responsible.
  Regards,

  ****