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:05/01/2024

  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 ordered a necklace from this company on 3/22/2024 in the amount of $1522.32. I intended to wear this necklace to a wedding. I determined that the necklace was not the right item for me and I needed the money more than the necklace. I initiated a return through their website and followed all of their procedures for returning the necklace, packaging and securing the item myself and taking it to ****** I received notice that the package was received on 4/19 and I should receive a refund in 7 to 10 business days. On 5/1 I contacted them because I had heard nothing about this refund. I was told that they received an empty box and he necklace was missing. I am 100% sure that I enclosed the necklace and they said the package showed no signs of tampering so they are dealing with an internal theft problem. I am asking for them to refund my purchase as I handled my return exactly to their specifications and I should not be penalized for internal problems with receipt of goods. I have been a customer of this company for several years now with no issues.

  Business Response

  Date: 05/02/2024

  Dear *****,
  Thank you for allowing us to assist, we were happy to review. We have confirmed with our Brand Partner that upon receipt the package it included the packaging materials, jewelry box, but did not include the 14K 1.20 ct. **. Diamond Three Flower Necklace. They provided proof from the video feed of their team opening the return, and examining the packaging. The packaging was not tampered with prior to opening, and the jewelry was not in the package. We apologize for the inconvenience, but as the item was not received by our returns team, we are unable to assist with a refund. 
  Sincerely, 
  Member Services
  
  

  Customer Answer

  Date: 05/06/2024

  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 reviewed the response provided from Gilt.  This is the first that I have been told about video surveillance of the returns process. If this is the case, then I would like to be provided with proof of the return with no necklace as I am 100% confident that when I dropped the package off at ****** the item was enclosed.  $1500 might not be a big deal to a large company but it is huge to me.  I have never had this problem with anyone that I have ordered before including ****.  I am being asked to take the word of a company that has had many complaints filed against them and has terrible reviews through all of the online resources that I have researched in hindsight.  I followed the returns process exactly as they provided, using their carrier.  I have filed a case with the payment service that I used as well. If the necklace was truly not in the box when they received it, then I might also need to pursue action with FedEx.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 05/17/2024

  Dear *****, 
  We take our members concerns seriously and we appreciate your feedback. As you are a valuable member, we were happy to review. As the item was not received, but we appreciate you as a member, we are happy to make an exception for you, and have refunded the amount of the item, $1524.94, to your Gilt account credit. We hope that you are able to use this credit to find another item you love! 
  Sincerely, 
  Member Services
  
  

  Customer Answer

  Date: 05/23/2024

  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 # ********. 

  I appreciate the acknowledgment that I have shopped with this company for several years.  I have been very satisfied with the majority of items that I have received from Gilt and was considering future purchases before this incident.   I have also been pleased with the customer service that I have received up until this point.  However, in this instance I returned an item that I was dissatisfied with - in good faith - following the company's return procedures to the letter.  I do not know at what point the necklace was removed from the box but I will once again state that I am 100% confident that when I secured the package and dropped it off at ****** the necklace was in there.  I can't prove that to you, and you have been unable to prove to me that you did not receive it. Nor am I able to file a concern with ***** as I used the label provided by your company.  In lieu of credit to my account, I would like to please ask to have that credit refunded to my original payment method.  I have no confidence that in making future purchases from your company that I would have any security with an item that I wanted to return.  Whether you are willing to acknowledge it or not, there is a problem in your return processing center. I would be more than happy to close this complaint and move on if this refund can please be made to me directly.

  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:04/11/2024

  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.

  Dear sir/madam,I placed an international order via www.gilt.com with Order Number 30012186-1708204058800, aka **********, with total amount AUD$1,477.32 on Feb 18 2024 . The order was referred to as all cross-border taxes and fees included with shipping charge included as well. **** confirmed not able to deliver the order to me on Mar 22 2024. According to US commercial law, for online orders failed to be handed over to consumers due to merchant reason, the refund should have been issued in full once failure of delivery confirmed. However, **** was not responding to the refund requirement, by stating that they would need to wait till package to be shipped back to their warehouse in another 2-6 weeks, which is not reasonable and illegal as the ship-back process is pure between Gilt and their shipping agent, and has nothing to do with the consumer. Please do help to request **** refund immediately to the original payment credit card in full including shipping cost charged. Please feel free to let me know if any further question, and I can be reach via email ******************** Thank you very much. I look forward to hearing from you.Yan

  Customer Answer

  Date: 04/22/2024

  Dear sir/madam,

   

  Yes **** has contacted me after fling of my last complaint and confirmed refund as requested 17th of April. Thank you very much for your efforts which I do believe helped in resolving of the issue.

   

  ***

   

  [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:04/03/2024

  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.

  Dear ***/*****,I purchased face masks for resale on gilt.com. My **** account was taken down upon a counterfeit complaint by the original manufacturer of the product. I forwarded the information to gilt customer service anf tried to claim refund but they have refused to refund me. This has caused financial constraints to me because I did not sell even one product nor made a dime from the product. I have the boxes at home and gilt is yet to refund me. I hope you help me to get to the bottom of this issue. Thank you.*******************

  Business Response

  Date: 04/24/2024

  Dear ****, 
  Thank you for allowing us to assist, we were happy to review. We stand by the authenticity of all of the items sold. In addition, we stipulate in our Terms of Membership, linked here *****************************************************************************, that our members shall not use their Gilt membership for any purpose competitive to Gilt, which selling products purchased in bulk from our site to sell on alternate sites would be considered. Based on the authenticity, and the outlined terms, we are unable to refund for these products. 
  Sincerely, 
  Member Service
  
  

• Initial Complaint

  Date:03/12/2024

  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.

  I have received several emails from Gilt this week telling me I had a $20 credit and free shipping on an order prompting me to shop now. I received one at 10:18 EST last night to which I then placed an order. Clearly states this order is valid until 11:59 p.m. 3/12. I placed an order and was not granted the $20 discount and was charged $11.99 for shipping on 3/11/24. I reached out to customer service for this to be corrected and was told that they have expiration date yet I am receiving the offer with an expiration date of 11:59 p.m. 3/12/24 and I told them I am still receiving that same offer even received an email today at 12:06 p.m. EST stating final hours $20 off + free shipping. So they are still offering and telling me there is a discount and free shipping. I pushed back to customer service and they told me that they are not responsible basically. Push back again. They say they will put a credit in my account but I asked them specifically to credit the transaction that is in question ORDER # **********. This is a bait and switch and false advertising and just bad business practice. They should not be able to operate like this and take advantage of consumers. I want resolution and them to be held accountable for this and the way they market. The continue to tell me I have a credit and free shipping and do not make good on the offer they are constantly sending out in their marketing. This business should not be allowed to operate this way! And Consumers should beware! They are being taken advantage of and customer service is not capable of resolving. I asked again for the credit to my current order and they told me they cannot credit the current order. This is unacceptable. I would like a refund to my original payment method for this order of $31.99 as their email and offer states.

  Business Response

  Date: 03/20/2024

  Dear ********, 
  Thank you for allowing us to assist, we were happy to review. After reviewing we determined the offer you received via email was a promotion we were running for select members! We apologize that this did not automatically apply, and are looking into the cause of this issue. We were happy to refund the $20 that should have been discounted, as well as the $11.99 shipping fee. Please allow 3-5 business days for the refund of $31.99 back to your original form of payment. 
  Sincerely, 
  Member Services
  
  

• Initial Complaint

  Date:03/08/2024

  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.

  Im a longstanding customer of Gilt. I ordered a pair of ***** sunglasses (GG1022S) from there a couple of months ago. When i checked this model online, the photos showed that this pair secifically came with a gold chain attached. ** ordered the sunglasses on my friends address in the US (Im located in *****) so when she received them i asked her to check for the chain and she couldnt find it. I sent them then that there was a missing chain and received a weird reply that said that since the description on **** did not include the chain so theres nothing they can do. I just received the sunglasses from my friend a couple of days ago and guess what! The arms had special links for the missing chain to be attached!! These are luxury items and im not supposed to receive defective/missing items!! I will attach photos for you to check , i want the chain or adequate compensation.

  Business Response

  Date: 03/15/2024

  Dear ******, 
  Thank you for allowing us to assist, we were happy to review. We have reviewed the listing of the item you purchased and have confirmed that this item was not listed or pictured as having an accompanying chain. As the chain was not listed with the product, and the item was purchased in November of 2023, we are unable to assist with providing an extra chain or compensating you as this was not included in the details. The pictures you have included were taken from other sites and were not included in our description of the item. We have provided screenshots from the original listing for the sunglasses you ordered as well for your review. 
  Thanks, 
  Member Services
  
  

• Initial Complaint

  Date:03/05/2024

  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.

  This is GILT ticket Number 4578556.I purchased expensive bedding totaling over $700 from Gilt Groupe. This bedding was manufactured by Amity Home. Bedding of this caliber has an expectation that it can we a household durable. It can withstand a single washing and that it will have longevity and life to it with daily wear and tear. After A SINGLE washing - around 45 days after purchase, the bedding 1) leached it's color, 2) the bedding separated, 3) the bedding frayed. I reach out to ***** home who said yes, the bedding is defective; however, I have to go through GILT as a point of sale. Gilt - where I have been a client for over 20 years - has not been helpful. They are trying to bury this problem through layers of employees. One employee offered me $100 while another escalated it and offered me to $200. I have not accepted this "go away pay offs." I would simply like to return the bedding - again over $700 - and purchase new bedding that is NOT DEFECTIVE. This is a defective. I have an entire DECK that has photos, written correspondents, etc. I have sent this deck to GILT. I am happy to send to you. This is a lemon under ********** law. Had this been a $20 t-shirt, I would turn away, as my expectation is different. However $700 of bedding - bedding that has the expectation that is is a durable that can withstand 60 days of use, a single wash, that color will not leech - that does not meet a reasonable - yes reasonable expectation now withstand basic durability is faulty. It is admitted faulty, and did not last a single wash and over 60 days - this is calls a manufacturer DEFECT. Again, I have to go through the POINT OF SALE, which is Gilt Groupe, LLC.

  Business Response

  Date: 03/15/2024

  Dear ******, 
  Thank you for allowing us to assist, we are happy to review. We provide our members with ******************************************************************************************************************************* used. This is also to allow our members to make sure that the item is in top condition. As ****** items were purchased in October of 2023 and has since been used and washed, we are not able to accept this as a return or offer a refund at this time. We did also correspond with the brand that supplied the items, and they did not confirm that there were any manufacturer defects with these  items. I apologize for any inconvenience this may cause. However, as we see you have been a long time member we would be happy to offer a $250 partial discount to keep the item as is. 
  Sincerely, 
  Member Service
  
  

• Initial Complaint

  Date:02/27/2024

  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.

  Gilt Groupe auto-renews an optional free shipping membership without any prior warning and does not allow you to cancel it even while its pending or by contacting customer service. The company also does not enable you to opt-out or unselect auto-renewal in the app (which is the main interface for purchasing and using the service). This happened to me last year as well and I specifically removed my current credit card from my account to prevent renewal. But somehow the credit card company still allowed the payment to go through on an old retired card number. This service is explicitly designed to force unwanted renewals and should not be allowed.

  Business Response

  Date: 02/28/2024

  Dear ****, 
  Thank you for allowing us to review. We are happy to assist.  Our Gilt Unlimited annual membership sign-up option states, Subscription to Gilt Unlimited Annual continues at $55/year for consecutive one-year periods unless you cancel by changing your auto-renew status by visiting My Account. Our members may unenroll from the annual auto-renew by logging into their account, or calling our ****** Services team. The card that is charged for this membership is the card information set as preferred on member accounts.  We were happy to see that one of your representatives was able to assist you with disabling auto-renew and refunding your for the charge on 2/27/2024. 
  Sincerely, 
  ****** Service
  
  

  Customer Answer

  Date: 03/09/2024

  [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:02/22/2024

  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.

  On January 11, 2024,I was charged $55.00 for auto renewal for free shipping, which , I did not want. At Christmas time, my mother purchased a gift, and they consider her the account holder, which is not true. They won't talk to me and refund the money. Again this is my account, not my mothers. I opened this account.

  Business Response

  Date: 02/28/2024

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. We have reviewed your account and see this the Shipping Membership was canceled and refunded on 2/7/2024. Wre apologize for the confusion and appreciate having the opportunity to review! 
  Sincerely, 
  Member Service
  
  

• Initial Complaint

  Date:02/01/2024

  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.

  The coat was delivered Jan 5 and given as a gift today. The recipient indicated that the coat logo was a fake. I contacted **** and tried to be nice and say that the coat did not fit, but they refused to help. I want a refund. The real reason is that the logo shows this coat to be an fake. Order number ********** For nearly ******* (******) I should not be treated like this. I want a prepaid return label and a full refund. PS I answered yes to the question below of being willing to speak to the press about this issue

  Business Response

  Date: 02/10/2024

  Dear ********, 
  Thank you for allowing us to review. We are happy to assist. We reviewed the details of our order and see that this item was denied as it was outside of the return window. We do see that you have not had any prior exceptions to our return policy, and would be happy to offer one now. This is on the basis that the coat did not fit you. Gilt stands by the authenticity of all of the items it sells. Since you are not pleased with the fit of the coat we have sent you a return label to your email. This label will have come to your email via ****************** Once the item is received back to us, you will receive your refund in **** business days. Please keep in mind, your refund will not include the $11.99 return shipping fee. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 02/12/2024

  [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,
  
  Drlorrie ******

• Initial Complaint

  Date:01/31/2024

  Type:Delivery 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 with Gilt over 2 weeks ago and it appears to be lost. I have spent hours on the phone with Gilt and smartpost. **** keeps saying just wait. Smartpost won't do anything until the initial sender (Gilt) research or follow up. I keep getting the same response just wait. They didn't wait to take my MONEY!!!

  Business Response

  Date: 02/10/2024

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. We are happy to provide some additional insight! There are occasionally delays in shipping as items traverse the ***** and **** systems. In these instances our research has found that the majority of instances begin transit within 10 days. With this in mind, we do not consider an item truly lost until it has been stalled for over 10 days. After looking into this, we see that our representatives are currently working with our Brand Partner to see if a replacement can be arranged to be sent to you. We appreciate your patience while we work to see if a replacement is available. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 02/12/2024

  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,

  *****

  I have been getting the run around again. I was sent an empty box I keep getting told 2-3 more days for a resolution.  I did  all of my own research prior to receiving the empty package. It was mislabeled as a **** lbs box. My necklace would only weigh a few ounces. This has been the worst experience I have ever had with a company!!!!

   

  Business Response

  Date: 02/20/2024

  Dear *****, 
  Thank you for your response! As you had requested a replacement our team was working on obtaining one for you. This item was fulfilled by one of our *************** and we were in communication with them to see if a replacement was available. We see that our Brand Partner let us know a replacement was not available, at which point we refunded you. Youre refund was processed on 2/13 to your Gilt Store Credit. In addition we provided you a $50 credit for the inconvenience. We hope this information helps! 
  Sincerely. 
  Customer Service