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:08/06/2024

  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,

  ****

   

   

• Initial Complaint

  Date:08/06/2024

  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 was given a return label through smart post and there is no tracking information because the package got lost . I spoke to ***** and they said that I cant file a lost package because the company did the label . I called and emailed gilt several times . Finally got a person and she basically said I was s*** out of luck that I need contact my financial institution to try and get a refund . She was rude and not willing to help . I spoke with ***** again and they said there was one day that tracking was not available and they believe the company did receive the package . I went into my account on Giit and it states that it is past my return date and no refund is available . This item was sent back way before the due date . Please help . I have attached a previous claim for the same reason

  Business Response

  Date: 08/14/2024

  Dear *****, 

  Thank you for allowing us to assist, we were happy to review. We see that we have already refunded these orders. The most recent one, for order **********, was refunded to your original form of payment on 7/18/2024.We hope this information helps! 

  
  Sincerely, 
  Member Services
  
  

• Initial Complaint

  Date:07/26/2024

  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.

  They ship via ***** with no signature required and my package got stolen. They could've prevented the theft, as it's a known problem on their end, by requiring a signature and/or placing the items in a non descript box. I paid via afterpay and they tell me to speak to gilt and gilt tells me to speak with afterpay. I have a video but it's too large to upload. I can email it and I made a police report

  Business Response

  Date: 08/05/2024

  Dear *********, 
  Thank you for allowing us to assist, we were happy to review. I apologize that your delivery was stolen after delivery. We understand the frustration. As we successfully delivered the package to your home, and have proof of delivery, we are unable to assist with a refund or replacement. Please reach out to Afterpay, or your Financial institution linked with Afterpay, for additional support. 
  Sincerely, 
  Member Services
  
  

  Customer Answer

  Date: 08/18/2024

  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 # ********. 

  you guys suck!!! I will NEVER order from.your site again.

  [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,

  Ronsheeka

   

   

• Initial Complaint

  Date:07/23/2024

  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.

  They said all they products are real and stand behind it 100% but as you can see it is fake so and as time went on it shows it is a fake I asked for my money or something for the same amount of the three things I purchased from them $109 that it

  Business Response

  Date: 08/12/2024

  Dear *******, 
  Thank you for allowing us to assist, we were happy to review. We have taken a look at the items on your order. All 3 of the bracelets ordered were 14K Gold over silver. Your concern is that the items are now turning black. This can happen to plated jewelry for a variety of reasons. We stand by the authenticity of our products and can assure you the bracelets are authentic 14K gold over silver. As these items are authentic and were ordered in 2023, we are unable to assist with a return or refund. Please see the below reasons why authentic gold plated silver can begin turning black. 
  Oxidation: When gold plating is applied to silver, oxidation can occur and change the color of the gold.
  Corrosion: 14k gold contains other metal alloys to make the jewelry more durable. Sweat, which contains salt and water, can also corrode the metal in the gold alloy.
  Contact with other materials: Materials that contain sulfur, like wool, rubber, eggs, onions, and chlorine, can cause jewelry to turn black. Contact with the skin can also cause this, and how strongly the jewelry reacts can depend on diet, alcohol consumption, and medication.
  We hope this information helps. 
  Sincerely, 
  Member Services
  
  

• Initial Complaint

  Date:06/27/2024

  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 have returned THREE orders and not been refunded for any of them. #********** for $126.48,#********** for $130.39,#********** for $109.49.I have reached out via phone to which I got no resolution, I have also reached out via their website email, to which I got no response.

  Business Response

  Date: 07/17/2024

  Dear ********, 
  Thank you for allowing us to assist, we were happy to review. Please find your refund information below. 
  1165770317: $16.99 refunded to your PayPal account on 5/22/2024 and $97.50 refunded to your PayPal account on 6/5/2024
  1167516987: We have been unable to confirm the return tracking information you provided, We are connected with our returns team to confirm that it was received. 
  1166341703: $97.50 refunded to your PayPal account on 6/27/2024.
  Sincerely, 
  Member services
  
  

  Customer Answer

  Date: 07/18/2024

  
  
  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 #********. They refunded me this morning for the order I had not been refunded for. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:06/24/2024

  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.

  On May 17, 2024, I received order#**********. On May 20, 2024, I returned this order via **** per instructions from ****. On June 13, 2024, after not receiving a refund, and the online system showing no update on return status, I reached out to customer service via chat. I received a reply on June 14, 2024, stating that they receiveda supportinquiry from me but it was "blank." On June 18, 2024, I once again inquired about my issue by replying to the email of June 13, 2024. As of today, June 24, 2024, I have received no response; I also have not yet received a refund for my order; and I cannot see any updates on my account online about this order.

  Business Response

  Date: 07/03/2024

  Dear ***********, 
  Thank you for allowing us to assist, we were happy to review. Were sorry to hear your item didnt work out for you, and that you had trouble getting support! We were happy to see you were refunded on 6/25 in the amount of $73.14 as your return was lost in transit. Please allow 3-5 business days for this refund to be processed. Please keep in mind the refund will not include the original shipping fee or the return shipping fee. 
  Sincerely,
  Member Services
  
  

  Customer Answer

  Date: 07/08/2024

  [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:06/18/2024

  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 ************************ Leather Saddle Bag. However, I received a ******************* Cross Body Bag. I immediately called customer service and let them know of the error. I was told I can return the incorrect item and should receive a refund. I am not being told that the incorrect item belongs to me and that it is being returned to me. The ******************* bag does not belong to me and I have not received the correct **********************. I spent almot $1,000 on this bag only to receive something not even close to its value. This is an unethical business practice.

  Business Response

  Date: 06/26/2024

  Dear ***, 
  Thank you for allowing us to assist, we were happy to review. The item that was returned to us was not from our inventory, and could not have been sent from our fulfillment center. As we received a bag as a return that we could not have sent out to you, we are unable to assist with a refund, and will be sending the item back to you. 
  Sincerely, 
  Member Services
  
  

  Customer Answer

  Date: 07/01/2024

  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 # ********.
  

  It does not concern me whether or not the *** was part of your inventory. It is what I received. I do not want it back nor have I received anything from Gilt. I don't know what happened and it really is hard to track down where things went wrong. I have read a lot of reviews about your company sending out different items and then keeping the customer's money. I don't know if that is the case here. There must have been some sort of tampering either at the shipping department or once the package has shipped. I paid for a Chloe *** and I did not receive it. That is clearly the situation here. 
  

  I am out about $1000 and without a ***. It may seem like a small amount of money to a large corporation but it is something I have been saving up for quite some time. I have tried to work with customer service to resolve this and even tried to file a police report for this. I really don't think it is fair to hold me responsible for this and deny my refund. I just want my Chloe *** or refund. I would greatly appreciate a one time courtesy to compensate me in this situation. 

  
  Regards,

  *************

   

   

  Business Response

  Date: 07/13/2024

  Dear ***, 

  Thank you for reaching out to us. After further review, it has been verified that the weights of the items you received differed significantly from those that were returned.Unfortunately, since the Chloe *** was not returned to our *********** center and considering this discrepancy, we are unable to process a refund for it. If you have any further questions or concerns, please feel free to let us know.

  Sincerely, 

  Member Services

  Customer Answer

  Date: 07/16/2024

  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. 

  Of course the weight would be different because I never received the Chloe ***** I notified customer service of this fact as soon as I received the shipment. I was told I would be refunded for the wrong item received once it has been returned. I still have not received my refund nor the *********. I am out almost $1,000 because you as a company will not take responsibility for your failure to deliver the correct product as ordered. 
  

  I do not know what happened but the fact is that I did not receive the Chloe *** that I ordered and I took all the necessary steps for a resolution. The fact that you are denying me my refund or the product I ordered is unethical. I kindly ask that you reconsider your position and issue a refund as a one time courtesy and exception. 
  
  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:06/05/2024

  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 purchased a hotel package from **** for a total of $998 on February 25, 2024. I received a confirmation, but when I went to book the trip last week, there was not an actual voucher or instructions on how to redeem it. I have contacted them a total of six times between phone and email and still have not received my voucher. At this point I have also asked for a refund since they cannot produce my voucher and I had to spend money on a different hotel.

  Customer Answer

  Date: 06/16/2024

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

  Business Response

  Date: 06/21/2024

  Dear *****, 

  Thank you for allowing us to review. Our vouchers are final sale, and we are unable to refund them once they are ordered. We confirmed that the voucher was sent to your address on file, previously and are sorry to hear that you were unable to find it in your inbox. To assist you further we have manually resent the voucher and details to your email in a PDF file. We hope this information helps!

  Sincerely, 

  Member Services

• Initial Complaint

  Date:05/26/2024

  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 order (#**********) L'Agenece Jacket and was excited to receive it on 05.24.2024. However, the item arrived in less than perfect condition. I request for a 25% partial refund.

  Business Response

  Date: 06/13/2024

  Dear Sky, 
  Thank you for allowing us to assist, we were happy to review. We are sorry that your L'Agenece Jacket arrived in less than perfect condition. We were happy to apply a credit to your Gilt account for 25% of the jacket price. This $43.00 credit is available in your Gilt account immediately, and will automatically apply to your next order. 
  Sincerely, 
  Member Services
  
  

• Initial Complaint

  Date:05/22/2024

  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 bought a voucher from Gilt for $105 for a facial that is worth $190 on March 23, 2024. The voucher in the advertising said it was good through June so I bought it. When I received the voucher, It was already expired on March 1, 2024. Why would I buy an expired voucher? I contacted the ********** and they told me that the price I paid does not expire and would not send me an updated voucher good thru June. The entire purpose for buying through gilt group was to get a discount on the facial otherwise its absolutely zero savings. I would also have to pay the additional $85 now since they sent me the expired voucher to pay for the facial. At this point they I asked for my money back and they refused. So they refused to update the voucher or refund me.

  Business Response

  Date: 05/31/2024

  Dear ****, 
  Thank you for allowing us to assist, we were happy to review. We would be happy to rereview the requested refund for your voucher. However, we do see an open dispute on your order with your credit card company. We do see you are a valuable member and would be happy to look again, but as this is open we are unable to assist further on our end. 
  Sincerely, 
  Member Services
  
  

  Customer Answer

  Date: 06/04/2024

  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. 

  I did dispute with PayPal but their response was that I received the voucher. No kidding. I explained that I received an expired voucher but they did not seem to care. How can a business send an expired voucher and not resend a non-expired one. Very frustrating and poor customer service. Apparently the case is closed on their end. I did dispute it and PayPal did nothing. Thats why I wrote into the BBB. 
  
  Thank you, 
  ***********************; 

  Business Response

  Date: 06/13/2024

  Dear ****, 
  We were able to confirm that the dispute was completed by your financial team. With this in mind we were happy to process a refund for the voucher you were unable to redeem. We have refunded you $105.00 to your original form of payment, and $35.00 to your Gilt account. Please allow 3 to 5 days for these refunds to be processed.
  Sincerely, 
  Member Services