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:07/16/2023

  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.

  On March 7 I ordered what I believed to be an authentic ***** pocketbook. I received the bag a few days later. I used the pocketbook after a few times using the bag and the strap broke. **** would not return it. I called ***** and explained that the strap broke on a pocketbook I bought from Gilt, I emailed them the receipt and pictures, they sent a prepaid envelope so they can repair and/or give me a credit to get a new ***** bag. I sent the bag into their facility and after a week received an email from ***** stating the bag was not authentic. I than called and emailed Gilt, they state that their products are authentic, this was not the case with this bag. Obviously why the bag strap broke after a few uses. They sent an email stating that their product is authentic, which I explained ***** said it is not. They also said they will not refund my money for purchasing a fake bag. This is fraud. I do not understand why on their website it states their product is authentic when clearly not. If they truly stand by the authenticity of their products, and I sent them an email from ***** (the manufacturer) stating this is not the case than I think they are selling these products knowing they are not authentic! I would like a refund of my money spend on a fake bag.

  Business Response

  Date: 07/26/2023

  Dear ****,
  Thank you for allowing us to review. We are happy to assist. We apologize that the ***** GG Marmont Small Matelasse Leather Crossbody bag you recently purchased from us was damaged after it arrived. We would like to provide some additional insight into your concerns. 
  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. 
  Though we stand by the authenticity of the ***** bag, since you were not satisfied with your purchase, we would be more than happy to offer you a return for a refund on this item. This label will come directly from ****************** 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: 07/28/2023

  [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:07/06/2023

  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 gold 14k earrings from Gilt on June 3rd, 2023. Paid $602. The item arrived with clasp not working and it did not look as pictured, so returned the next day via ***** with the return label provided by ****. The item was delivered June 12. I waited for refund 10 business days after which I called to inquire about the refund. **** stated they will follow up with their supplier and that their supplier is the one who would do the refund. That same day **** emailed and said their supplier stated they received the box that was empty and said to take it up with ****** **** refused to refund me and ***** said the return label was not insured and the value of the shipping was not declared. Gilt customer service said they will not refund, sorry that you lost your money. They did not make any effort to make things right, knowing that they never notified me of any problems within those 10 days from the receipt of the return shipping until I started calling, knowing that the return value was not declared to ****** and by not honoring their return policy the company is deceiving people and need to be investigated by consumer protection services and for fraud.

  Business Response

  Date: 07/16/2023

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. Multiple teams have reviewed your return. The item was not inside of the package that was received. The return weight compared to the package that was sent to you was not a match. Based on this information we are unable to process a return for order number **********. If the incorrect package was sent we would be happy to provide another return label for you. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 07/29/2023

  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 # ********.

  The claim that the return box was empty and stating that the weight does not correspond does not make sense considering the total package was weighing in pounds while the earrings weigh in onces. 

  The fact that no one notified me of anything being missing until after I was calling and reaching to inquire about the refund weeks later shows that there was no intention to refund me in the first place. 

  Also, you did not insure or declarethe value of the return and had the odacity to make me research with the shipping company. The shipping company said you are liable as you gave me the return label but did not declare the value.

   

   

  Business Response

  Date: 08/09/2023

  Dear *****, 
  Thank you for your response. We have re-reviewed this order. This order has been reviewed by our Brand Partner as well as our Loss Prevention team, and they have concluded that since the item was not received we are unable to refund for this item. In addition, a dispute has since been placed on this order with your financial institution. With both of these details we are unable to offer a refund for this order. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:07/06/2023

  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 the Onia Blanket Jacket from Gilt on June 26th, and the order number is **********. Before placing the order, I called customer service for help with the credits on my account and had the worst experience ever; the representative that I was connected to was unhelpful and very unkind. I still decided to purchase the jacket because I liked it and it was the last one left in my size. It shipped pretty quickly, so it did not take long for me to receive it. When the package arrived, I was so disappointed to see that there was poor stitching (loose threads, small holes along the seams, etc.) throughout the jacket, but I have read reviews that state their products are often defective. I was hesitant to call customer service because I did not want to be berated yet again. I am having a seamstress redo the stitching, but it is expensive. I would like for at least $10 to be refunded back to my card to help cover that cost. I believe that is fair and the very least they can do.

  Business Response

  Date: 07/16/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. First please let us apologize for your previous experience! We are looking into this and will be sure to address.
  In regard to the Onia Blanket Jacket, we were more than happy to process a refund to your original form of payment, since the item was received in less than ideal condition. Please allow 3 to 5 business days for he refund to reflect on your financial statement. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:07/05/2023

  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.

  Order NumberOrder TotalStatus 1145597864$555.25 Shipped 1145780969$762.11 Returned 1151459636$1,056.07 Returned 1151715138$1,088.72 Returned 1155179672$1,284.71 Shipped 1155772411$337.49 Returned These orders have not been fully refunded, please advise the status of each.

  Business Response

  Date: 07/14/2023

  Dear *******, 
  Thank you for allowing us to review. We are happy to assist. After reviewing the orders you provided we have come to the below decisions. 
  Order number **********, we are unable to refund as this was claimed as not received from the carrier by you in November of 2022. We have also not received any returns for this item. 
  Order number **********, we are unable to refund as we have no record of a return being received by our returns team. 
  Order number 1151643766,  we are unable to refund as we have no record of a return being received by our returns team. 
  Order number **********, this item was requested to return due to damage. When returned it was a different item. due to this we are unable to refund and the item has been returned to you!
  
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 07/17/2023

  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.
  

  Every single order has been returned; please let me know about the refund process. 

  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 07/26/2023

  Dear *******, 
  Thank you for your response. One of the items had previously been claimed as not received, prior to this refund attempt, and another item was claimed as returned and another item was returned instead, which has now been sent back to you. As we have not received the items, and there have been multiple discrepancies across the orders, we are unable to refund. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 07/27/2023

  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.]

  Which orders? Everything was returned. 

  
  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:06/15/2023

  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 decided to return an entire order (#**********) from March 7th worth $431.44. GILT provides an option to scan a QR code at a ***** location to streamline the return process (for people without home printers). I called and emailed both GILT and ***** about my return. Upon my own investigation on my own time, it turns out that ***** mislabeled my return and it never made it to GILT. I contacted various levels at ***** and they all said that GILT needs to be the ones to file a claim with them because the goods are commercial and not personal. I relayed this message to GILT more than once, and they never did anything or got back to me. I have literally been emailing and calling GILT for the past three months about this. Two of GILT's representatives on two separate occasions recommended I file a dispute with my bank. I did that and provided my bank with 60+ pages of emails and correspondences with both GILT and *****. GILT fought back my claim, despite their own recommendation! and my bank denied my money back.

  Business Response

  Date: 06/22/2023

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. We were able to reach out to the ***** location you provided ** and they confirmed that the item was not scanned into the system and was not received by them. Without proof of this return being in transit to us, we are unable to process a refund. If you have any additional documentation, such as a receipt from dropping the return off, we can review further but at this time we are unable to assist. . 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 06/23/2023

  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. 

  [Thank you for the response. I did not provide ALL the details because I have now repeated them to ************ and **** of America at least a dozen times. But I will repeat it here. Your and *****'s initial assessments are correct - the ***** employee did not CORRECTLY scan the ** code from my phone. Attached is the ***** receipt that employee handed to me. As it turned out, he handed me somebody else's receipt. I explained all of this to the ***** location manager and they began reviewing their video surveillance footage to locate me. They were able to identify me in their video on March 16th in the afternoon. I clearly had the black Gilt box on their counter, their employee at least looked like he scanned my phone, in which case he affixed a label onto my Gilt box and took the box from me. The ***** manager confirmed this and was the one to instruct me to file a claim. If you speak with the manager again, they will have record of multiple emails and phone calls with me regarding this exact issue. I understand that ***** is the one to blame because they mishandled and lost the merchandise. However, ***** will not allow me to file a personal claim; it can only be done by ****. So I ask you to please due your due diligence, now that you have all the information.]
  
  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: 07/06/2023

  Dear *****,

  We were happy to speak to the representatives at this ***** location who were unable to confirm that this issue had occurred. As we have not received the items, and cannot track the returns, we are unable to refund for these items. 

  Sincerely, 

  Customer Service

  Customer Answer

  Date: 07/12/2023

  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. 

  [I am unsure why the ***** location is changing their story. Therefore, I will visit the ***** location AGAIN and speak with the manager AGAIN regarding this matter. If **** needs to get involved again, I will follow back up with ****.]
  
  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:06/07/2023

  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.

  I purchased a voucher from Gilt. The only way to redeem the voucher was to email ************************** which is the email and instructions listed on the voucher.I emailed the vendor associated with the voucher that gilt sold and received money for 4 times over the course of the month that the voucher was valid, and did not receive a response.I reached out to gilt during the redemption period to explain that the vendor that they had sold me a voucher for was unresponsive and there was no other way to redeem the voucher. They refused to refund me stating the item was final sale even though they provided no path to able to redeem the voucher that they sold me. Below are 2 of many screenshots sent to them that show my attempts to get a response from the vendor, and the instructions on the voucher to redeem.

  Business Response

  Date: 06/15/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. We are happy to provide some insight into this issue! This voucher order was placed on 3/4/2023 and was valid until 5/2/2023. We were not contacted in regard to the issue until 5/3/2023. In the terms and conditions listed on our site, it does state the expiration date and provides the redemption details. Though the voucher has expired, and we cannot process a refund, you may still redeem the voucher for face value at the Jewel ***** Burlesque Show location. You can reach out to the contact listed on the product listing to coordinate. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 06/20/2023

  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. 

  FAQ
  

  This response is disappointing because it is factually incorrect.  At a minimum, here are screenshots from emails sent to gilt on 4/4, 4/17, 4/11, 4/14, and 4/24 that all went unanswered.  This was in addition to filling out the gilt customer service complaint form where I also didnt receive a response.

  Im incredibly disappointed that gilt would claim false information, and that these screenshots are even necessary.

  
  Regards,

  Najeen

   

   

  Business Response

  Date: 06/22/2023

  Dear ******, 
  We apologize that your earlier messages were overlooked. After reviewing further I do see where those emails came through but were not handled or notated. With this in mind, we were more than happy to provide a refund of $65.00 to your original form of payment. We have also processed a $20 Gilt credit to your account as a token of our apology. We will also be touching base with the agents who did not respond to your earlier requests and making sure they are coached appropriately. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:05/15/2023

  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.

  In my order, #**********, the website indicates that it has been shipped. I spoked with an online agent, who said that I should have received all items. However, there is one item missing, value of $140 plus tax, CAD. It has been impossible to find someone to help at this company. The item must be lost or not sent, and the company has been unresponsive to providing a full refund. I tried reaching out through their support but the refused to serve ******** clients.

  Business Response

  Date: 05/25/2023

  ***************,
  Thank you for allowing us to review. We are happy to assist and provide additional insight. We cannot assist international customers via our phone support, however we have a special contact email for our international customers that you can use for support, *************************. 
  After reviewing your order, we have processed a refund for the missing, 14K Italian Gold Diamond Disc Studs. Please allow 3 to 5 business days for the refund to process. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 05/25/2023

  A response has been provided by the company,they shipped the item.

  thanks!

   

  [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:05/08/2023

  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.

  Here are the details of events along with backup emails and docs for this dispute:1) Gilt order# ********** (Afterpay# ************) placed 1/28/2023.2) Gilt order# ********** delivered 2/4/2023.3) I emailed Gilt on 2/6/2023 to let them know that they shipped the wrong item.4) Gilt responded 2/7/2023 apologizing for shipping the wrong item and attached a ***** return label.5) I placed a replacement order through Gilt for the same item that I should have received. Gilt order# ********** (Afterpay# ************).6) I continued emailing Gilt to let them know that the return was on its way back to them, and tried to expedite my refund.7) I received an email from Gilt on 3/9/2023 confirming that they had received my return.8) I continued emailing Gilt to see when they would be processing my refund - emails on 3/15/2023, 3/18/2023, 3/20/2023, 3/21/2023, 3/22/2023, 3/23/2023, 3/29/2023, 3/30/2023.9) ***** shows item is delivered, but Gilt warehouse confirms they didn't receive it.At the end of the day, Gilt shipped the wrong item, which I returned to them using the ***** label that they provided. ***** delivered the return to Gilt on 3/8/2023, which **** confirmed receipt of, and then they turned around and said their warehouse did not receive the return. 1, this sounds like an issue that **** needs to resolve with *****, and 2, how were they able to scan in my ** back into their system to generate the return receipt confirmation if they didn't receive the box containing the ** bar code? This is clearly an issue on ****'s side that they need to resolve either internally, with *****, or both. They are refusing to issue a refund for an item that I do not even have in my possession anymore.

  Business Response

  Date: 05/17/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist and to provide additional insight. The email you received stating your return was delivered is an automated email triggered by the tracking number. Once ***** marks a return delivered that email is generated. However before a refund is processed the item must be reviewed by our team in the fulfilment center. 
  WE have reviewed additional information on this order, and have processed a refund of $142.33. The amount of $87.33 will be refunded  to Afterpay, and the remaining $55.00 will be refunded to your Gilt account credit. Please allow 3-5 business days for this to process. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 05/18/2023

  [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:04/05/2023

  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 LED face and neck mask on March 18, 2023. When the product arrived it was clearly used: nothing was sealed, there was a sticky wet film on the face mask and packaging, the packing was broken, and the cords were not wrapped properly, I contacted customer service to ask for a replacement or refund and included pictures. They responded that my pictures were not clear and they would not be providing a refund.

  Business Response

  Date: 04/11/2023

  Dear ****, 
  Thank you for allowing us to review. We are happy to assist. We completely understand your concern. We have reviewed the pictures you provided, and have provided a return label. This label will come directly from ****************** 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
  
  

• Initial Complaint

  Date:04/04/2023

  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.

  I purchased two handbags from Gilt.com on 3/25/23. Order numbers: 1149783024 ($144.50) and 1148026791 ($59.56). Today (4/4) I received a shipment from the company, but with someone else's order inside the shipping container. The items are legos and includes a packing slip belonging to someone else in CT. I contacted **** customer service via online chat right away to explain the situation and provided a photo of the packing slip. I was informed that I cannot receive a refund and that they will not replace my order with the appropriate items until they receive the items back that were shipped to me in error. Not only am I responsible for returning these items on my own to ****** I can't even obtain the items that I originally ordered or at least my money back. This is horrible customer service.

  Business Response

  Date: 04/12/2023

  Dear ****, 
  Thank you for allowing us to review. We are happy to assist. We apologize that you received another customers order. We understand your frustration. In instances where customers receive the wrong item, we do require them to return what they received before processing a refund. This allows for us to receive the shipment and determine where in the fulfillment process something went wrong so we can prevent issues like this from happening in the future. 
  We do see that you returned the items, and the tracking shows they were delivered on 4/8/2023. Please allow **** business days for this refund to be processed and to reflect on your financial statement. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 04/18/2023

  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. 

  It has been 10 days since you received my return of someone else's order (I NEVER RECEIVED MY OWN ORDER/ITEMS) and I have not received a refund.
  
  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: 04/26/2023

  Dear ****, 
  We have processed a refund for the items you did not receive on 4/26. Please allow 3-5 business days for this to reflect on your financial statement. 
  Sincerely, 
  Customer Service