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:01/29/2024

  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 11/27/2023, I ordered an Iluminage Touch At Home Permanent Hair Removal IPL device; the device did not work - meaning, it did not turn on or operate whatsoever. I tried to troubleshoot the device following the instruction manual, to no avail. On 12/23/23, I contacted **** by phone about the issue; initially, I just wanted a replacement. Per Gilts request, I emailed photos of the defective product that same day. I was informed that I would receive a response within 1 - 3 business days. Given the holiday season, I patiently awaited a response, once again, to no avail. I contacted **** again by phone and email and was told that they had trouble getting in touch with the vendor and Id receive a response within 72 hours. On 1/9 and 1/13/24, I received the same assurance - that I would receive a response in 1 - 3 more business days. On 1/9/24, I emailed Gilt and demanded a refund (instead of a replacement as I originally desired, given the lack of timely customer service). The issue remains unresolved. More disconcerting is that I also attempted to contact the company directly by the phone number listed in the instruction manual and was nearly defrauded by scam. I was asked for my SSN, birthdate, address, credit card info - without ever being asked the name of the product I was calling about, nor the order number, etc. I contacted gilt to share my concern and in effort to save unsuspecting Gilt customers from being taken advantage of. Quite concerning was that **** did not treat the matter with the attention it deserved, nor contacted me for more follow up (as they indicated they might). The machine was $299.99 + tax, yet the time, stress, and risk with my information possibly being compromised by fraud - was far more.

  Business Response

  Date: 02/06/2024

  Dear *************** 
  Thank you for allowing us to review. We are happy to assist. We see that we have been attempting to contact our Brand Partner to obtain a replacement for you, but were unsuccessful. We apologize for the delay as we tried to arrange this. As we were unable to offer a replacement we sent a return label for you to return the item for a full refund on 1/16/2024. This label will have come to your email via ****************** Once the item is received you should receive your refund in **** business days. In regard to the number you called, we are sorry to hear that! We reached out for more information to research the issue on 12/24/2023 but did not receive a response. We would be happy to look into this further but would need more information, including the number that you attempted to call. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:01/13/2024

  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.

  Ordered 2 Armani perfumes, when I received them they were fake. I was issued a return label and mailed back the product and once they received it they refused to refund the money saying it was final sale. I got no refund and they had me mail back the fake product. This company is horrible and sells fake luxury goods while telling customers that they are authentic.

  Business Response

  Date: 01/22/2024

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. After reviewing this order, we see that it was placed in August of 2023. We provided you a return label on 8/28/2023. We have not been contacted since this time to assist! We were happy to look into this and see the return label was used. We were happy to processa refund for this order in the amount of $185.96 to your original form of payment. Please allow 3 to 5 days for the refund to reflect on your financial statement. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 01/23/2024

  Better Business Bureau:

  I would like to notate that I have requested a refund several times and was told that I would receive one as the counterfeit item was final sale. ********** then ignored several emails from me and my credit card company. 
  
  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. 
  

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

• Initial Complaint

  Date:01/04/2024

  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.

  On December 17, 2023, I made a purchase from Gilt in the amount of $2,043.66.To date I have not received the product ordered but more to the point of this complaint, **** charged me twice for the same order "upon shipping." Once on December 28, 2023 and again on December 29, 2023.While **** claims it was a hold "released" on December 27, 2023, the charge remains and has caused overdraft in by bank account. **** has not accepted responsibility for the clear and gross error nor have they made any effort whatsoever to correct the mistake.I have filed an unauthorized charge report with my financial institution but **** has failed in any way to provide an adequate response or correction and have only asserted their false claim that the "hold" was released.Of further concern is that even if one charge was a hold, why they are duplicating charges and not using an existing hold to facilitate the transaction. My financial institution was equally confused by this practice since it would always result in such a double billing condition.Therefore, to date, I have not receipt the promised product and have been charged twice for this purchase. Both issues need immediate rectification and I will be seeking reimbursement for any overdraft fees incurred and any cost of collection should Gilt continue to ignore the issue and fail to refund the $2,043.66 due.

  Business Response

  Date: 01/11/2024

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist.  For order number **********, we have confirmed that an authorization hold was processed on your account on 12/17 and expired on 12/27. Due to the shipping timeframe a second authorization hold was processed on 12/28. The item shipped and was charged on 12/29. Authorizations holds are not a collection of money from us as we do not charge until the order ships. Authorization holds such as these are done by many online retailers to ensure available funds when an order is placed. These authorizations are temporary and are released based on the timeframe set by your financial institution. If you are still seeing an authorization hold we have no control over this as your financial institution sets the amount of time for these funds to be released.
  We have also confirmed that your items were delivered to you on 1/5/2024. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:12/26/2023

  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 on Moncler jacket as a Christmas present on 12/16. A couple of days later I checked the tracking and it was marked delivered on the 20th. I did not receive any notification at all. I went outside to the porch and did not see any package. Upon reaching out to Gilt I was told by customer service that there is a picture of delivery and as a result it was successfully delivered. Why Gilt doesn't require signatures for high value items is beyond me. When I asked for assistance in contacting ****** **** simply says they consider it successfully delivered. Gilt representatives don't bother reaching out to ***** for assistance; they simply copy and paste the same response in their email correspondences. I would advise people to shop elsewhere. Although their prices may be attractive, it's not worth the hoops and hurdles you have to go through when dealing with customer support. Do your Christmas shopping elsewhere.

  Business Response

  Date: 12/30/2023

  Dear ****, 
  Thank you for allowing us to review. We are happy to assist. When ***** delivered your order they took a picture of the item at your door. You also received an email notification of the delivery to your email from us! When our team reviewed your address we were able to confirm that the porch and door in the picture that ***** provided was an exact match to that of your shipping address. As the item was delivered successfully to your address, and was verified via the information provided by ****** we are unable to refund you for the item delivered. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:12/17/2023

  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.

  The product was a bracelet. The product was delivered, pictures taken according to delivery. The package was tossed on the front walkway and not placed on the porch as a delivery should be executed to avoid theft. Upon going out the package was not available on the walkway as pictured. I reported, and also shared the picture of the improper delivery with the representative. Asked to choose between a store credit or a replacement, and i explained that i rather receive a full refund instead since upon not have received my order, i made a purchase somewhere else. This was the response:"I'm sorry your 14K Italian Gold **** ct. tw. Diamond Accent Bar was unable to be located after being delivered to you. Since you don't have the order, I understand wanting to be sure you receive a refund. After review, the Order ***** shows to be delivered by ***** with tracking number ***** to you, on ****. Due to this proof of delivery, we are unable to refund this order."Messaged again, no response.

  Business Response

  Date: 12/26/2023

  Dear ********, 
  Thank you for allowing us to review. We are happy to assist. We are sorry to hear you didnt receive your item, and have refunded your original form of payment the total amount, $661.49. Please allow 3 to 5 business days for the refund to appear on your financial statement.
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 12/28/2023

  [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:12/08/2023

  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 two pairs of shoes October 25 2023 that were between $500 and $600. I requested a return slip for them because the shoes they sent were too big they were not the correct size. That was no easy task(plus they want to charge me for shipping when they sent the wrong size they said it was a **** 1/2 it was more like an 8 1/2 shoe didnt even fit). I sent them back ****** I sent them out through ********** I called them because I never received a return slip. However, they found the order that was sent back and they said that it was stuck in ********* *********. I called Gilt to let them know that. They said we have to wait 30 days and then we consider it lost. I said well you dont have to consider loss we know where its at. At this point Ive been waiting for my refund over a month for $1101.91. They said it takes another 30 days to wait for the item to be lost and then another two weeks to refund it so it takes 2 1/2 months to get your money back from Gilt? This is absolutely ridiculous! I highly recommend do not use Gilt. Ive reached out to the customer service with no avail. If the ******************** could please reach out and get my money, that would be amazing. Thank you.

  Business Response

  Date: 12/15/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. WE were unable to locate any order placed on 10/25, but have confirmed based on prior contacts that you are referring to that were placed on 11/1. We have confirmed that both of these order were refunded on 12/8 for $599.90 and $490.02 respectively. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:12/07/2023

  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.

  Purchased a Sweatshirt Hoodie for ***** that indicated was a "Final Sale Item"The item received was worn, has fabric pilling and pulls. It is obviously not a new item I have bought many items from this company but this is such a slap in the face.I wouldn't even charge someone ***** on **** for such a piece.

  Business Response

  Date: 12/15/2023

  Dear ****, 
  Thank you for allowing us to review. We are having some trouble locating an account with your email. To locate your order to further assist, we would need the order number or the email address associated with the account. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 12/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  I have two emails that are used frequentlythrough GILT: ***************,com   ****************,com
  The Original Order was Order #**********
  I did receive a Comp Return Label for the Sundry Hoodie and that Item was Delivered to  ***** on 12/11 at !0:40am in ************
  I have not received a refund for the deformed item that I received
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 12/26/2023

  Dear ****, 
  Thank you for that information! We have looked into this order, and see that your return in still in transit back to us. Once we receive it at our returns center, you will receive your refund for the item within 10 business days. 
  Sincerely,
  Customer Service
  
  

  Customer Answer

  Date: 12/27/2023

  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.
  According to my records, the item was Delivered to Agent
  Picked Up and Processed by Agent
  December 11, 2023              (2 weeks prior to Christmas)
  Shipping **************
  USPS Tracking #*********************;
  Further, this was a defective item; not something that I simply didn't like. It was upon me to print out a label and package and tape and go to the ** and stand in line to get the package out. What a nuisance!
  Had I been able to fix the sweatshirt, I would have done so; but it was meant as a gift.
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:11/30/2023

  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.

  Date of transaction with GILT.COM 10/09/2023 for $ 845.58.Purchase delivered on 10/14/2023.Item bigger than described. Returned on 10/23/2024 at local Fed Ex. Tracking number ************. The item was delivered to the address listed and signed by UPATEL on 10/26/2023.Received an email on 10/31/2023 from GILT.COM that my return had been received but the contents were wrong. The representative stated in the email that a gold necklace with a green stone was found and the item would be returned back but I was sent a dress and a sweater instead. I honestly believe that a fraudulent activity has occurred at this point. Either my item was stolen, or the vendor has fraudulently refused to provide a refund and has the bracelet.A claim has been filed with FED EX. Case numberC-*********. The case has been denied per the item was delivered and signed for. I'm actively in the process of filing a claim with my financial institution. I honestly don't understand why this has occurred. I would like to know if there is any assistance you can provide at this point. Thank you, ***********************

  Business Response

  Date: 12/10/2023

  Dear *****,
  Thank you for allowing us to review. While our Brand Partner confirmed that they did not receive the item, we understand you are a valuable customer. We have processed a refund for the item to your original form of payment. Please allow3-5 business days for this to process into your account. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:11/29/2023

  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 new purse from guilt.com during their cyber monday sale (11/27). The website had multiple pages advertising the same purse, all stating the same information in their descriptions, the only change was the price. Since I researched their pages, and the info was identical, I purchased the bag at the lowest cost.I received the item today (11/29), opened the package immediately and saw a manufacturer defect on the leather located at the top of the bag. I took pictures of the defect, emailed the company in hopes they would offer a large enough discount to keep the bag or offer an exchange. The company responded stating that i could have a 10% discount ($20) on the item or return it for a refund and they will cover the return. Being i want the bag, and at the time I thought it was just back luck that the bag shipped to me was defected, i called their customer service center and asked if they would honor the price i paid if i were to repurchase a new one immediately. I was told no and the customer service rep made it a point to guilt me into accepting such generosity of a complementary free shipping for future offers and, i should be glad to have received an original offer of either the 10% off or a free return label. And then it hit me. the website had the bag listed at various prices because the seller guilt.com knew the bag had a defect and failed to advertise the item appropriately. Guilt.com hopes that their patrons accept the goods and feel cornered to keep the item because of their minimal yet rigid return policy.

  Business Response

  Date: 12/06/2023

  Dear ********, 
  Thank you for allowing us to review. We are happy to add some additional insight! 
  To provide our members the best prices and the best variety of products we source our items in a few different ways. This means we may have similar items listed on the site being sold by different ************** at different prices. This is similar to other popular online stores you may know, like Amazon or ***** In cases where an item is sold by a different Brand Partner we are unable to honor the lower price seen.
  We are happy that you were provided a return label to return the bag for a full refund and hope this information helps! 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 12/08/2023

  dear *****,

   

  as stated, in the original complaint, your listings are in accurate as per my photos provided that you did not specify the difference in the items description of what I was purchasing. Because you falsely advertised I want the item exchanged i.e. replaced, since it was false advertisement on your behalf  

   

   

  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,

  ********

   

   

  Business Response

  Date: 12/15/2023

  Dear ********, 
  Thank you for your response. The price discrepancy was not due to the defect but rather the price determined by different ************** who would be fulfilling each separate listing. We apologize that the item you received was not in perfect condition but this did not play a factor into the pricing. We can confirm that we originally had **************************************************** stock, and apologize that the one you received was in less than perfect condition. As the other listing is being fulfilled by a different Brand Partner we are unable to provide a replacement. However, the return label you sent is still active if you would like to return for a full refund. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:11/16/2023

  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.

  The comforter they sent does not cover a queen ********* It's more for a twin bed. I called to start a refund and they said it was a final sale. Nowhere did I see it was a final sale and I am not happy with the product. I should be able to at least exchange it for a King which just might cover a queen ********* This company is a scam and I personally cannot afford to buy another comforter and lose the money I just spent on an unseen internet item. It's ridiculous!

  Business Response

  Date: 11/24/2023

  Dear *****, 
  Thank you for allowing us to review. We were happy to assist you with making a return label. We have sent a complimentary return label to your email address on file with us. This label will come directly from ***************** within 48 hours. Be sure to check any spam or junk folders, as emails like these can get filtered out. Once your return arrives, we'll issue a refund to your original form of payment (this can take **** business days from the date it is received.) 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 11/27/2023

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