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:11/16/2023

  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.

  ***** Mens Jacket. The jacket was delivered, pictures taken according to delivery. Upon going out the package was not available on porch as pictured. I called reported, and also uploaded a police report as advised by the *** representative. Asked to wait for bank to process my refund. One week later no refund. Called again, placed on ho hold ****************************************************************************** I was told I would receive a return call ; 14 hours later still waiting.

  Business Response

  Date: 11/20/2023

  Dear *******,
  Thank you for allowing us to review. We were happy to look into this for you. We are happy to see that a refund of $1,503.56 for this missing item was refunded on 11/16. Please allow 2-4 business days for this to be processed by your financial institute and to reflect into your account. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:11/02/2023

  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 purchased a ***** clutch In March and was told it was 100% authentic and it was authenticated. I was trying to resale and have been confirmed it was definitely not real. I would like all if not half my money back and I will return the handbag to Gilt.com

  Business Response

  Date: 11/10/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist.
  At Gilt, we stand entirely behind the authenticity of our products and work diligently to offer high-quality authentic products at a great price to our valued members. Periodically, we purchase merchandise from trusted independent suppliers and not directly from the brand owner. This means that some of our items may not arrive with original packaging or dust bags, but it allows us to provide our members with the best prices for our authentic luxury items. 
  As this order was purchased in March of 2023, we would not be able to assist with a return. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:10/31/2023

  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.

  gilt.com trans date 9/28/23, $593.95 *Purchased two rings. Did not realize that Gilt.com had my Paypal info and the transaction went through on the wrong payment method. I called immediately to tell customer service to cancel that transaction so that I could rebuy it on a different card. Agent said no, she could not cancel it as it was not in the correct status yet but that she would do it the next morning. I checked back the next afternoon, the agent never canceled the transaction. The new agent told me she could not cancel my transaction bc it was already with the vendor (3rd party) and they would try to send a note to cancel it. It was not ever canceled. *Oct 3, I repurchased those same rings on the correct card and asked for a label to return the initial shipment once it arrived.*Oct 15, I printed the ***** ground label and dropped off the first set of rings at the nearest location. I did not get a receipt as I had the label already. I ship with Fed Ex all of the time and I never get receipts.*Since then, there has been no tracking on the package. I called Fed Ex, they said this is an invalid tracking number. The label was generated from Gilt.com. I called called Gilt, they basically said it isn't their problem because I didn't get a receipt. They said dispute it with my bank.* I have called Gilt, Fed ************* and the only one willing to help me was Fed Ex. They said **** gave me an invalid tracking label from the beginning. ***** told me a shipment receipt is required, but that is not posted anywhere on their site or the email that they sent.*Supervisor ******** told me she would try to find out if the vendor received the label, but since the label is invalid (according to Fed Ex) then the package is missing completely.I want a full refund due to the negligence of Gilt for sending me an invalid label and tracking number. I've called them now 4 times to get help and no one was willing to help except *****************Tracking label attached.

  Business Response

  Date: 11/07/2023

  Dear *******, 
  Thank you for allowing us to review. We are happy to assist. We see that this return was scanned by ***** on 11/2, and has since been delivered to our returns team on 11/7. We have processed a full refund to your original form of payment. Please allow 3-5 business days for this refund to be reflected in your account. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:10/03/2023

  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 placed an order with company doing business as Gilt, on September 27, 2023 (Burberry House Check Rubber Rain Boot), order number **********. ******* was claimed delivered by fed ex on September 29, 2023. I did not receive the package. Fed ex delivered package to the wrong address (*******************). My shipping address is *******************. I have confirmation that package was delivered here. I called Gilt and they advised that they cannot refund me or look into this until five business days have passed. I don't understand why I have to wait five business days when I have proof that package was NOT delivered to the correct address. Fed ex delivered to the building across from mine. I know this because picture taken by fed ex is not the lobby of where I reside but the lobby of the building right in front. I confirmed this with my neighbor who lives in this building, and she claimed to see the package but did not see the package on Sunday, October 1, 2023, when I asked her about it. I just want my money back. I want nothing to do with this business.

  Business Response

  Date: 10/11/2023

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist and add some additional insight. The initial five day period after your order shows delivered is requested to allow your package time to arrive. It is common for carriers to mark shipments Delivered if they run into delays, and they will deliver the items in the following week. This time frame allows for items in this situation to be delivered to the recipient. We do not consider a package as not being delivered until after the 5 day waiting period. As there is now a dispute open with your financial institution for the item we are unable to refund. Please reach out to your bank for more information on the dispute. 
  Sincerely,
  Customer Service
  
  

  Customer Answer

  Date: 10/16/2023

  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. 

  [My package was claimed delivered on September 29, 2023. They advised me that I had to wait a week to see if package would turn up. It has been over two weeks and no package. They refuse to refund me because they claim that ****** has a charge back hold on the account, when Paypal does not. (See attachment). I just want my money back. It is not that difficult to do so.]
  
  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: 10/27/2023

  Dear *********** 
  Thank you providing the information from PayPal. Since we have confirmation that the dispute has been closed we have processed a refund back to your original form of payment in the amount of $468.14 on 10/27. Please allow 3-5 business days for this refund to process. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:09/18/2023

  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 a jacket and a coat from Gilt totaling up to $2632.82 dollars. This order has never arrived. It was supposedly at my front door step but I never received the package. I called Gilt as soon as it said delivered and the package was not there. I was told to wait 5 business days. After 5 days, the package still did not arrive. I called them again, they told me they would have to review it. They then told me to get a police report within 14 days. I got the police report. I sent it to them before the time limit. My email did not even get a reply, it was automatically closed by an automatic message. I had to call for an update which they then said even with the police report, they would not be able to refund me. I decided to file a claim through my bank. I will never order anything from this company again and no one ever should. This company should be shut down.

  Business Response

  Date: 09/28/2023

  Dear *****,
  Thank you for allowing us to review. We are happy to assist. Our Loss Prevention team has reviewed this order. As we have proof of delivery from the carrier, that included a picture of the item that was delivered to your address on file, we are unable to assist with a refund for this order. To view the picture from our carrier, you may log into your account, and click the tracking information. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:09/14/2023

  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 luggage set via Gilt (Order #**********). The carry on luggage belt doesn't clip on and I contacted gilt via e-mail on 09.02.2023 and attached a photo. However, gilt e-mailed me back saying that the attached file could not be bigger than 2MB. Since gilt required specific file to be attached, I downloaded an app to accommodate this. And, now, the file size has to be a specific size. I am attaching the photo again and gilt would have to figure out a way to receive this attachment since I don't have any means to adjust the file size.

  Business Response

  Date: 09/21/2023

  Dear Sky, 
  Thank you for allowing us to review. We are happy to assist. We apologize that the item came defective.  We were able to view the picture you attached to this concern, and have processed a refund of 25% ($45.00,) to your credit card. Thank you for allowing us to make this right! 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:09/13/2023

  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.

  Hi-August 21,2023 I placed a large order from my phone on gilt.com.Several of the items I did not like and wanted to return.One jacket in particular did not fit. When I tried to select it for a return, it was unavailable. I reached out to Gilt and was told it was final sale.No where in the process or selecting the item, entering into my cart or checking out was this item highlighted as final sale.The only instance it was stated was in my order confirmation email in small print under the item and after ********************* you can see in the receipt confirmation provided by Gilt.com, none of the items highlight an item I purchased was, "Final sale."This is dubious and i am requesting a full refund to my credit card.

  Business Response

  Date: 09/21/2023

  Dear ********, 
  Thank you for allowing us to review. We are happy to assist. We see that you spoke to one of our representatives on 9/7, who created a label for the jacket, along with some other items. This label will have come to your yahoo email account from a ***************** email address. I have also included a screenshot of the Final Sale listing on the item to help you be on the look out when you shop our site next! 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:08/30/2023

  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.

  I returned all three items they were not true to size when I received them and they were poor quality. I have not received my refund. I returned the items on 8/14/2023. Each time I time I contact customer service they are unfriendly and they treat me like I am bothering them with my call. **************** advises me to call back in a few days.. My order number is ********** . I paid $1,444.81. I returned all three unused items to Gilt immediately with the return shipping label Gilt provided at ***** as gilt directed me to do. I want a full refund for the total amount I paid refunded immediately back to my original form of payment as I requested and we agreed to for the amount of. $1,444.81. I want to be contacted by phone by a gilt supervisor to let me know I have been refunded. My contact information is ************************************* ******************************************************* phone ************.

  Business Response

  Date: 09/08/2023

  Dear ********, 
  Thank you for allowing us to review. We are happy to assist. We have reviewed your order and see that a refund was processed on 9/8 in the amount of $1,434.54 to your original form of payment. Please allow 3 to 5 business days for this to process. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:08/10/2023

  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.

  July 2, 2023- Order#********** purchased a dining room table and 6 chairs - FINAL SALE July 19, 2023 chairs arrive and I unpack/assemble and put boxes out for recycling July 20, 2023 trash day and boxes are taken away July 21, 2023 email from Gilt saying they are canceling my dining room table order. I called immediately and said what do I do with the chairs? They offered me extra 10% off if I wanted to keep them - or, because it's their fault, they will send me return slips. I opted for returning. Disassemble chairs, pack up and sent back via ****** **** said I'd get credited once the return was received. Waited a bit and no credit; August 8, 2023 I called and they said the package was refused. I explained my situation, again, to customer service and they said "yes, of course you will be refunded" expect a refund within next 5 days.August 9, 2023 Received an email from **** saying they will NOT refund my money since it was a FINAL SALE. I called AGAIN, immediately and spoke with "***" who said I should ABSOLUTELY get my money back for the chairs. She's going to "look into the situation" and for me to sit tight.I am concerned that I am out $1595.22 Every customer service rep that I spoke with said it was their fault/issue. An exception will be made to return the chairs...

  Business Response

  Date: 08/20/2023

  Dear ****, 
  Thank you for allowing us to review! We are sorry for the inconvenience, but were happy to see that this was resolved by our team! I refund was processed to you on 8/10 for the amount of the chairs. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 08/21/2023

  [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:08/07/2023

  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.

  My issue is with the Rue LaLa side of the business. I'm apart of the personal styling program, July 17th I returned a personal shopper order, tracking info and proof of **************** are attached. July 20th I received an email from Rue indicating that I was going to be charged for the order. Im only suppossed to be chared for items that I keep. At that point I sent them an email, which is attached. I advised them that I returned the order and should not be charged, I didnt get a response to the email. August 2,i began beinginundated with emails from Rue advising me that **** $94 for the order that I returned and provied proofof the return. not only did i provide the tracking number i also sent a picture of the packed box with the label. Im appalled by the treatment Im getting, Ive been a long time customer and Ive spent well over 100k between their various sites. At this point I'll need three things. first a full refund for the Rue 365 program in which i prepaid for a year of shipping. second, I'll take a print out of my order history since I have orders that are still within the return period. third, I'll need a letter stating that the issue with order ********** has been resolved and NO money is owed. The full order was retuned and received July 20, 2023.

  Customer Answer

  Date: 08/23/2023

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

  Business Response

  Date: 08/24/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. We have reviewed your order, and are sorry for the confusion. For standar orders, for accounting purposes, we must first settle any failed charges before we can process a refund. As this was for a Personal Shopper order, we will be considering this matter closed at this time, and will not be charging you for the returned items on this account. Thank you for allowing us to take a look. 
  Sincerely, 
  Customer Service