Gilt
Reviews and Complaints

As a potential customer considering Gilt Groupe, LP, it's important to note the mixed experiences shared by reviewers. While some customers have praised the luxury deals and quality of items found on the website, others have expressed concerns about issues with customer service, shipping delays, and authenticity of products. It seems that Gilt Groupe, LP offers great discounts on high-end brands, but there may be some risks involved, such as slow shipping and potential quality discrepancies. Before making a purchase, it's advisable to weigh the pros and cons based on these varied customer experiences.

As someone who loves luxury fashion, I have had mixed experiences with Gilt Groupe, LP. On one hand, the discounts on high-end brands are impressive, and I've found stunning designer pieces at great prices. However, there are some concerns about customer service and shipping issues that need improvement. The flash sales are addictive, but the slow shipping and occasional quality issues have left me feeling unsure. If you're willing to take a chance for a luxury steal, Gilt is worth exploring, but be prepared for some ups and downs along the way.

At first I was weary as I have had some great online experiences, and some horrible ones! The first agent I dealt with did not make me feel to comfortable. However, upon speaking with several others, and the online team, and their great detail of the product and knowledge was so important for clothes being ordered, I felt quite confident. The product did not take a very long time to arrive, it was in great shape and I was extremely satisfied with the product, but more importantly is also the customer service. What a great team. This lets me def promote you on social media and in this day and age of word of mouth, treating customers well, goes a long way.

I found their website to one of the youtuber vlog from Australia. So i checked the website and to my surprise their price is very very friendly that the luxury community will definitely love them.
We were stationed in Germany and luxury items are cheaper than US plus they accept VAT form (tax free) for the US military members. So i when we came back to US i was sad sad that the price are almost half more. So when i found the Gilt website i was like a kid that i was super happy and alive again!

So Thank you Gilt.com for introducing your great items and European price to US and other countries. I just ordered my 2nd Valentino thong sandals which is arriving next week and more shopping to come!

Much love,
Sheena

I love shopping with Guilt because of the unreal customer service they provide no matter what the cost of the purchase was. Shauna ODonoghue replied so fast to my issue. This is the reason I'm never afraid when I make a big purchase such as Lagos or Lauren Wolf, to designer ties or even just a scented diffuser. They stand by what ever they sell and will go above any other site to make you happy. This is the reason I feel secure in any purchase I make.
Shauna is a keeper and why I keep shopping with Guilt, no matter what you buy the site makes you feel valued which is rare in shopping online or in store.
I think I have been shopping for years here and plan to return every time I'm looking to purchase for myself or a gift.

I ordered the rylan boots in January. Only when I received shipping confirmation I realized that I did not update my address with Gilt. I tracked my shipment with USPS and the last entry, which was not updated for 2 months showed that the package arrived at the past USPS facility but I never received the package. I was in several interactions with the Gilt team where they tried to track the shipment. Finally we all gave up and Gilt reimbursed the cost. Surprisingly enough 2 months after gilt shipped the package I finally received it. Of course I immediately informed the gilt team and I wanted to pay but they generously declined to compensate for the trouble. During this episode all my interactions w the gilt team were professional, very polite and helpful

I HAVE BEEN BUYING FROM GILT SINCE THE BEGINNING. I CONSIDER THEM TO BE THE CREME DE LS CREME OF THE ONLINE DESIGNER DISCOUNTERS.
I'M WRITING THIS TO CORRECT SOME ERRONEOUS INFORMATION ON YOUR SITE CONCERNING RETURNS. GILT BEGAN ACCEPTING REFUNDS (TO ORIGINAL FORM OF PAYMENT) ALMOST 2 YEARS AGO. THEY ALSO, AROUND THE SAME TIME, LOWERED THEIR SHIPPING TO ABOUT THE LOWEST OF THE MAJORS: $5.95. WHEN RETURNING YOU HAVE YOUR CHOICE; RETURN FOR STORE CREDIT AND RETURN SHIPPING IS FREE OR A REFUND WILL COST YOU $7.95 RETURN SHIPPING. CONSIDERING THAT THEIR ORIGINAL SHIPPING WAS $9.95 AND YOU COULD ONLY RETURN FOR STORE CREDIT, MOST WOULD AGREE THAT THEY'VE MADE SOME NICE IMPROVEMENTS. I AND I'M SURE GILT WOULD GREATLY APPRECIATE YOUR SITE UPDATING YOUR INFO CONCERNING GILT'S RETURN/REFUND POLICIES. THANKS

I've ordered a few clothing items home items from this site. Fast shipping and excellent customer service. I had to call in because I had a few questions about my shopping cart. Top notch service and they gave me a 15% off discount for my current order because of my "hassle". Can I say, I was not really hassled... just had questions.

The website is attractive and easy to navigate. I've received a few baby items and I'm just impressed with the quality. I just ordered a McLaren techno buggy as my back-up strolled for $150+ off what I would have spent elsewhere. I also ordered a few maternity items and organic crib bedding. Previously I bought a hand-knotted area rug. $5000 pricetag was actually a steal... Its beautiful and fits well in to the decor of my Tudor's decor.

This is a great website and I'm happy I found it!

I've ordered a few clothing items home items from this site. Fast shipping and excellent customer service. I had to call in because I had a few questions about my shopping cart. Top notch service and they gave me a 15% off discount for my current order because of my "hassle". Can I say, I was not really hassled... just had questions.

The website is attractive and easy to navigate. I've received a few baby items and I'm just impressed with the quality. I just ordered a McLaren techno buggy as my back-up strolled for $150+ off what I would have spent elsewhere. I also ordered a few maternity items and organic crib bedding. Previously I bought a hand-knotted area rug. $5000 pricetag was actually a steal... Its beautiful and fits well in to the decor of my Tudor's decor.

This is a great website and I'm happy I found it!

I'll admit after I got an email notification about the amazing sale on kitchenaid stand mixers and had already purchased two of them (one for me and one for my mom for Christmas) I started researching gilt and their reviews and I got really nervous! I purchased both of them on a Saturday night after I had gotten off work late in the evening. One sale went through and the other didn't but I got an email Monday saying it was cause something was wrong with te card I'd used (sleepy me out in a wrong number, whoops!). So I corrected the mistake and it went through. By Tuesday the first one shipped by Wednesday the second one shipped, both were at my house by Friday in perfect condition and were exactly what I'd ordered. I was bracing myself all week to be the recipient of something totally different than what I'd ordered or to not receive anything at all based on previous reviews I'd read, I was really scared cause that was a lot of $ spent on two items. But I was pleasantly surprised and very relieved that I got exactly what I ordered in a very timely manner for a great price and no shipping fees! I would totally do that again!

There can be some great discounts on amazing brands, but you need to know the quality of the merchant before hand, as they can discount lower end Americal Apparel things (which look great on the models, but the fabric and make is quite cheap), or higher end vintage Hermes bags. They also carry lesser known contemporary designers. The customer service is exceptional in my experience. I had ordered a pair of boots from the site, and they recommended ordering a size up since they thought the style ran a bit small, but that wasn't true for me. Since I live in Canada the return policy was FINAL SALE, but I decided to send an e-mail as it couldn't hurt. And within 1 business day, they started the return, sent me shipping labels to be printed (paid for), and added the smaller size shoe to my cart for 3 days, even though the sale was over. The initial shipment was paid for on a Sunday, packaged, sent out, and received by Canadian Customs on the Wednesday and arrived to my door on a Friday. I received everything within a week, and the packaging was simple and nice. I will definitely do business with them again. They also take care of the customs for you, which is nice.

I am in love with Gilt. I have never had a problem with a return, but then, I don't have a problem with receiving store credit from this site.

However, I have purchased a few non-refundable items and changed my mind... but that's my fault. As I always say about flash sale sites, think long and hard before you hit that purchase button. Also, if you only have a few weeks to return it, get on it. I missed a return period once, but ended up giving the item to my dad's neighbor's granddaughter, so it ended well.

I had one issue where I bought a Right Bank Babies (Left Bank Babies? I love both brands) reversible sundress that was listed as a 12. I bought it, thinking it would fit my five-year-old daughter in a few years. It ended up being a 12 MONTH dress.

It was a non-refundable item, but I contacted Gilt anyway. They were willing to accept it, but I decided to keep it as a gift for a girlfriend who had a baby girl several months later. But the fact that Gilt was going to take it back for me means a lot.

I've purchased many different items from Gilt, from purses, clothing, children's books, toys, jewelry... all of it has been top of the line, high quality items, even if they're a season behind or whatnot. I live in the DC area - nobody cares. Marco Bicego ring for $500? I'm there! Kate Spade bag for under $200? Score!

I recently had an experience with Gilt that left me feeling disappointed and frustrated. I purchased a vintage bag that was listed as being in good condition, and relied heavily on the photos provided on the site to make my decision. However, when the bag arrived, I was shocked to see that it was extensively damaged and had no certificate of authenticity.

I immediately contacted Gilt and sent them photos of the bag, asking for a refund. However, their response was less than satisfactory. They apologized for my disappointment, but informed me that the purchase was non-refundable. I pointed out that the photos on the site did not accurately represent the condition of the bag I received, but they did not budge.

This experience taught me a few lessons about purchasing from Gilt. Firstly, when they say "vintage," they really mean "trashed, heavily stained, scratched old bag." Secondly, when they say "good condition," they mean that the bag is simply still in one piece. And finally, when they say "Hermes," they mean that there is an H on the front, but there is no evidence of authenticity provided.

The misrepresentation of the item is equivalent to the phenomenon we all know well; of the selfie of a very heavy girl making a kissy face, pushing her cleavage together taking a photo from the highest angle her arm allows, uses the most drastic filter, crops her photo to only show her face and bust and calls herself cutirbabygirl6969...

In the end, what arrived in the mail was not what I paid $3,000 for. It was like receiving a photo of cutiebabygirl6969, but this time in all her curvy glory, zoomed out to show her standing in a bathroom full of dirty clothes and mildewed bath tub. No filters, no kissy face, no makeup. And when I expressed my disappointment, Gilt simply reiterated that the item was non-refundable.

Overall, I would caution anyone considering a purchase from Gilt to be very careful and to not rely solely on the photos provided on the site. It's important to ask questions and to do your own research to ensure that you are getting what you pay for.

Don't even think about buying jewelry from Gilt! The pictures they show you don't even come close to the actual value of the item, and they won't even back up their own product. If you try to return it, they'll give you the runaround and then tell you it's a "non-refundable" item. I just wasted a grand on a necklace that's worth less than a hundred bucks. I'm never ordering from Gilt again, and I strongly suggest you don't get caught up in their scam tactics.

UPDATE: After I wrote a review on SiteJabber, Gilt finally agreed to let me return the necklace for a full refund. Thanks, SiteJabber, for your help! I'll let you know if they actually refund my money.

2nd UPDATE: I sent the necklace back over a week ago, and I still haven't gotten my refund.

3rd UPDATE: Even though Gilt's service rep, James, promised me a refund (see below), I DID NOT GET A REFUND. I GOT STORE CREDIT. Here's what James wrote to me:

Gilt S. Wrote: -------------------------
Hi Danielle,

I'm just following you up again in regards to your review.

First of all let me apologize for the inconvenience that was caused with this order. I wanted to make sure that this was looked into thoroughly and a suitable resolution could be made. Thankfully, we have one.

We will accept a return on the Jennifer Meyer xo Jessica Alba
Pave Ruby Heart Pendant Necklace. I will email you in a few moments with a FedEx label which you can use to return in exchange for a refund. I hope this is the resolution you were looking for.

Also I am going to send you a link where you will have three options. You can remove the review you made, you can edit the review or you can leave the review as it is, the choice is entirely up to you.

If you have any further questions in regards to this, then feel free to let us know!

Kind regards,
James
Customer Service Specialist

So now I have almost a thousand dollars of store credit with a company that doesn't stand behind its products, services, or words.

I recently made a purchase on Gilt.com and ordered several items. Most of them were Gilt brands, which Gilt describes as "exclusively on Gilt. It was created in collaboration with our preferred brand partners to bring you great style at an accessible price point." I was excited to receive my order, but unfortunately, I was disappointed with the quality of the items.

The prices were high, given the low quality of the items. I had always associated Gilt with high-quality products at great prices, but this was not the case with my recent purchase. The items were cheaply made, and I felt like I had overpaid for what I received.

To make matters worse, the return policy was misleading. Some items were not returnable, while others were. Gilt clearly states when items are not returnable by stating this on the item's description page. However, I was on the fence about two items, but bought them because I knew they were returnable. Unfortunately, one didn't fit, and the other was super cheaply made. When I went online to begin a return, there was a message next to each of those items on my order form that said "This item has been further reduced from its original Gilt price. It is final sale and non-returnable." I wish I had taken a screenshot of the item's description page because these items were changed to "non-returnable" status *afterI had purchased them.

Additionally, note that there's a $9.50 restocking fee. It's listed on their website, but you have to hunt for that info. I didn't see it mentioned on the order form *priorto my ordering, which I think is a bit deceptive. It was my responsibility to double-check that prior to ordering, but I don't know of any other large merchant that charges a restocking fee nowadays -- in fact, quite a few large companies offer free shipping on returns, particularly if you make a sizeable purchase.

Despite these issues, I must say that I had a great customer experience. When I explained my situation via an online chat with a customer service rep, he did allow me to return the items at a Saks Off 5th store for credit to be used at Saks Off 5th. Not what I was hoping for, but I thought that was fair.

In conclusion, I will limit my Gilt purchases to items of brand names that I'm familiar with and are of a quality level that I trust. While I appreciate the exclusive Gilt brands, I don't want to take the risk of receiving low-quality items again.

Every time I get an email from Gilt, I'm like, "Oh, cool, I like those brands." But then, when I click on the offerings, I'm like, "Ewww!" or the sizes are so limited on something I'd actually wear. When they had their Cyber Monday deal this year, their coupon codes were all messed up, and they were NOT providing the offered deal (40% off). It was pretty easy to notice because shipping was free, and there was no tax. So, on a $100 item that should have been $60 and was coming up as $67, it was clear things just weren't right. Hopefully, other shoppers noticed. They eventually went into my account and manually made some adjustments the next day that offered the advertised discount AND the free shipping. Which hushed me for the time being. At that point, I had been charged for the items. Five days later, I got an email saying the item had shipped, and I was charged AGAIN, but that eventually dropped off after a few days. They blamed PayPal because one charge is to make sure the money is there, and then they finally request the money when the item is shipped. Still, both charges were deducted from my bank account for days, so think about that if your order is $500... Also, looking at the shipping updates four days later, it still doesn't look like a mailman has taken possession of my order.

"Date Time Description Location
12/8/2015 02:07 AM Departing Newgistics Facility Hebron, KY ***
12/7/2015 02:43 PM Electronic Information Sent to USPS Hebron, KY ***
12/7/2015 02:43 PM Electronic Information Received by USPS
12/6/2015 05:12 PM Inducted into Newgistics Network Hebron, KY ***
12/5/2015 11:26 AM Shipped from Client Shepherdsville, KY ***"

It looks like it's been scanned a lot, and info has been sent, but when will it leave a warehouse? I forgot how long their regular shipping takes. The last item I ordered (some Fred Perry shoes I really liked) arrived either worn or simply damaged. Like someone tried them on but gave them a test drive, too. Basically, I've had better luck at Macy's for 2(X)ist sales and selections, and Nordstrom Rack, Neiman's, and even TJ Maxx for Ben Sherman, Penguin, 7 Jeans, etc. It's not worth the hassle of reaching out to their support each time something is wrong with an order. And trust me, something will be a *littlewrong with your order.

I am so frustrated with Gilt and their return process. It has been a complete nightmare. I have spent over 4 hours on the phone waiting and explaining my situation to customer service technicians who are nice and pleasant, but seem to be unable to solve any problems. I have also sent countless emails, but all I get in response are the same generic replies that do not result in any outcome or resolution.

I found a watch online, but the description was vague, so I called to get additional specifications. Unfortunately, the CSR did not have the details I needed, like what mm it was (which is beyond me). However, I saw the 30-day return policy and figured I would take a chance and ordered it on September 11, 2018. It said it would take 3 weeks to arrive, so I called again after the order was placed, but they still weren't able to verify the specifications.

Finally, I got a response back from an email, and it turned out to be too small for me. I immediately wrote back and said I needed 39mm or above, so I did not want the item. They said it was too late, even though the item hadn't even been received at their warehouse. They promptly sent me a return label so I could ship it back as soon as I received it. I did just that, and the order took about 8 business days to arrive back to them.

After countless follow-ups, they finally confirmed my order was received on October 5, 2018, and my refund would show up 7-10 business days after. I kept looking, and there was no refund, so I called and emailed and followed up, only to receive the same response verbally and written - that by October 19, 2018, it was guaranteed I would see the refund.

I was proactive and then did a Hail Mary and spent 30+ minutes Friday evening because my credit card bill was due October 21, 2018, and I was banking on the refund. I spent time Sunday with a supervisor who informed me the item was supposed to go to their customer, not to Gilt, so they were waiting, but that's not my fault. She assured me she would "pass me over" since she wasn't working the next day. So if a supervisor can't handle my problem as an escalation point "who can"?

So fast forward. My credit card wasn't paid in full, I got hit with a late fee and interest. I just spent time with a nice man who said no supervisor was available and put me on a call back list. If this wasn't a high ticket item, I wouldn't be as adamant, but I am so frustrated and have been kind and patient, but enough is enough!

I recently made a purchase on Gilt.com and I have to say, I am not happy with my experience. I bought a Rolex and it took about two weeks to arrive, which isn't too bad considering it was supposed to take a month. Before making the purchase, I called in and spoke to a supervisor named Laura to confirm the authenticity and original paperwork for the Rolex. Laura assured me that it came with original Rolex paperwork, like all vintage Rolexes do, and that they guaranteed the authenticity of the item. I decided to make the purchase based on the good reviews I had seen.

When the item arrived, I was excited to open it and take a look at the watch. However, the packaging was cheap and the watch itself wasn't even working. I also noticed that the "original paperwork" was not actually the original Rolex paperwork as promised. I called in to speak to a supervisor named Andrea about the issue, but she was extremely rude to me. I explained the situation and she said she would look for the original phone call to see if I even called in regarding the item, and would call me back within the hour. However, I didn't hear back from her for a whole day. When she finally did call me back, she said she couldn't locate the original call and accused me of lying about the authenticity and original paperwork. I spent $7000 on this Rolex, why would I lie?

Gilt did send me an authenticity approval from a "gemologist lab," but when I brought the watch and paperwork to an authorized dealer, they told me that the watch itself was authentic and original, but I would need to do maintenance on it to get it working again. They also said that the paper of authenticity was pointless because it didn't state much about the watch and the retail price was off. The watch was priced for way more than it was worth, and without the original box and paperwork, it was only worth approximately $3000.

Overall, I am extremely disappointed with my experience on Gilt.com. Their customer service was terrible and they clearly care more about their profits than their customers. I would rather do business with Haute Look than Gilt. Potential customers and buyers should be aware that Gilt is an overpriced scam.

et me tell you about my experience with Gilt. I was super excited to find all these amazing brands on their website for a discounted price. I ordered a total of 5 items and received 2 separate shipping notifications. The first box with 3 items arrived after a long wait, but everything was good. However, the second box arrived a few days later and one of the 2 items it was supposed to contain was missing. And guess what? It was the most expensive item in my order!

So, I reached out to their customer service team hoping to get the missing item quickly as I had a birthday trip coming up and I needed it for the trip. But, to my surprise, they took 3 days to respond and said someone from their team would get back to me. After 3 days had passed and I didn't get a response, I emailed them again asking for an update and saying that I would like a refund at this point. But, they ignored my request and said they were still looking into the issue and needed 3-5 days to get back to me. To make me feel better, they issued a $15 store credit, which was of no use to me.

After waiting for a while, I emailed them again and asked for a refund. But, they responded saying that they had a replacement in stock and would ship it out to me tomorrow. I immediately responded and explained that I didn't want it as I had already replaced it and my trip had already passed. I just wanted a refund. But, they said it was already shipped and I couldn't return it when I got it. They would issue a refund after that. So, I had to wait for over a month to get my money back for an item I never received because of their antics.

I was so frustrated with their customer service. They ignored my requests and just did what they wanted. I even told them that it was the worst customer service I had ever received, but they still didn't listen to me. They must have generic copy/paste email responses because my request was blatantly ignored. I am truly livid and appalled with how hard it is to get a refund from them.

I wouldn't recommend anyone to shop here. The hassle is not worth the savings. It's so sad because if they had better customer service, they would be a great company.

Yo, listen up! I gotta tell you about my experience with Gilt. Let me just say, it was not good. I ordered what I thought was a dress, but when it arrived, it was a skirt! Can you believe it? I even called customer service before I made the purchase to confirm that it was a dress, and they assured me it was. But after I paid, they told me it was a skirt. And get this, they wouldn't let me cancel the order! I was stuck with a skirt I didn't want.

So, I called customer service again and spoke to a supervisor named Patrick. He asked me to send pictures to prove that I was supposed to get a dress, not a skirt. I did what he asked, but then I got the same standard response back. They couldn't cancel the order and they could only offer me a refund for the skirt. But I didn't want a refund, I wanted the dress I was promised!

I was so frustrated with the whole situation. I spent way too much time on the phone with customer service trying to get this sorted out. And in the end, I didn't even get what I wanted. I will never order from Gilt again. Their customer service is the worst and they don't even deliver what they advertise. Beware, people!

Buyers beware! It's a scam... They advertise the wrong items. Assured me it was a dress, and showing as shipping a skirt. Pictures showing a dress and customer service confirmed it was a dress before i paid and after i paid i was told it is in fact a skirt. I told them thats not what i ordered and i dont need a skirt and I just found out they can`t cancel the order. Customer service is the worst. Their supervisor, Patrick, couldn't get me off the phone soon enough. He needed proof and asked to send him pictures. Here is the correspondence:
Mar 05 15:43:

Patrick,
Per our conversation, please look at the pictures below. What I committed on purchasing and was assured was what it's showing in the later pictures. The zesty orange dress as shown in the last pictures. The description says skirt but I was assured in fact that was a dress. I believe the skirt is what is shown in the first three pictures. The description on that one is Crepe Colorblock Sheath which is what I was assured I was buying. Please advise! Thank you

Lisa, Mar 06 07:33:

Thank you for contacting Gilt.

It would appear the item in your order is the skirt and not the dress. We would of course be happy to accept a full return on this if it is not what we advised you! I can also see the sheath dress was in your cart. I have reserved this for you for a further 72 hours.

To Gilt
Lisa,
I spoke to Patrick yesterday (was told he was the supervisor) and he asked me to email the pictures over. Patrick has all the background info. I would like to get the dress I was promised I was buying when I submitted my order. I did not purchase a skirt. I even called to make sure it was a dress and was assured it was. You guys need to figure this out and send me the item i was told i was getting. Patrick told me you don`t sell the dress and needed the pictures to verify that you do in fact have the dress. I would like to get what I saw on your website and what i was promised I was going to get when I called in to confirm, the dress! I have been spending too many hours dealing with this. Somebody messed up the pictures but that isn't my problem. Patrick asked me to send the pics over to prove it and as discussed with him, I did. I`m not interested in the skirt, and that is not what i saw when i purchased it. I spent 10 mins on the phone before placing the purchase and was assured that it was in fact a dress. Again, I`m not interested in the skirt, i would like to receive the item I was promised, which is the dress. I have been very patient but it sounds like I`m getting the same standard answer. Patrick promised me that he would look at the pictures once and get this figured out once he saw you have the dress, and now im getting the same standard response back. This is unacceptable. I have been nice and patient so far and waiting on your resolution before i escalate this further... Thank you!

Anna Mar 07 10:30:

Thank you for contacting Gilt.

I attempted to cancel your order, but was unable to do so. We no longer have the administrative ability make modifications or cancellations to this order. Please note that cancellations can typically only be made within the first 5 minutes of placing your order.

On this occasion I would be happy to make a one time exception for you to return your skirt for a full refund. For future reference, please note that we do not accept returns on items when they are final sale. Please visit https://www.gilt.com/account/return and we will prompt you to print a complimentary USPS shipping label. Once we receive the package in our warehouse, please allow 3-5 business days for us to issue your refund.

Will never shop there again! I have spent over 10K with Gilt. Every time i've had a return, I've had to contact customer support since they claim to "not have received the return" even though tracking information shows it has clearly been received back at Gilt. Each time I was given a credit with an apology and the explanation that this was not normal.

The last time I had a return I noticed that there was no tracking info on the labels nor was the map shown on their site with any tracking. Here is the entire conversation with Gilt. They are dishonest and will say they haven't receive your returns and make YOU prove that you sent the products back, even though they don't provide you the tracking details. Read and decide for yourself...

Thank you for choosing Gilt Groupe. A representative will be with you shortly.
You are now chatting with 'Vivienne'
Vivienne: Welcome to Gilt! How can I help you today?
You: I have two returns that were sent back over two weeks ago that have not yet been credited back
You: Return #***602
Vivienne: OK I can check that for you.
You: Return #***971
Vivienne: Can you confirm your full name please?
You: dilbert b.
Vivienne: Thanks, one moment!
Vivienne: After checking I can't see any tracking on these returns, did you use the return labels provided?
You: yes
You: i used them and dropped them off the same day at the post office
You: why is visible tracking no longer provided to the consumers of gilt?
Vivienne: Did you get a receipt from the post office?
You: no, i've never needed one. I ship packages there all the time
You: including ones from gilt but i always seem to have to contact customer support
You: i used to be able to see that the packages had arrived but now all visible tracking has been removed so the consumer can no longer see it. Seems a bit odd...
Vivienne: Ok one moment I'll see what we can do about this for you.
You: why can the consumer no longer see tracking info?
Vivienne: You should be able to see it, the tracking info is available to our members, there just seems to be an issue with these returns.
Vivienne: Sorry about the delay, still looking into this!
You: ok
Vivienne: It's just from looking at the returns we have no record of them being checked into the post office. Do you think there is any way you could get receipts from the post office?
You: no, not at this point. Why is it that i have to contact customer support at gilt to get credits back?
You: i don't have issues with rue la la or amazon
You: this is not an isolated issue. I used to be able to track returns that showed they had arrived but gilt would not credit back until i contacted them.
Vivienne: There shouldn't be an issue with these returns. Our members don't have to contact us usually to get credits back but the issue here is that we can't see the packages as being checked in to the post office. We would need to be able to see proof of the package being checked in to provide the credit
You: with the latest labels, there is no visible tracking info nor does it pull up on your site.
You: it is a very shady business practice
You: i spend a lot of money online and i have not had issues ANYWHERE else
You: look through my return history and tell me why i've had to contact gilt to get my credits back?
You: where on the labels that were printed is the tracking info?
Vivienne: I'm not sure why you have had to contact us as it is not a known issue that we have. You can locate the tracking info on your Gilt account under the actual return itself.
You: it's not listed...
Vivienne: Today as an exception we can refund you for these as there is no tracking but going forward we can't provide credits on returns that haven't been checked in
You: right... shady!
You: please credit me...
Vivienne: You have been credited now, the credits will be available to use immediately
You: i will be sure to share my experience with other consumers. I right a technology blog
You: write
Vivienne: I'm sorry you have been disappointed with your experience. I have credited you now.
Vivienne: Is there anything else I can help you with today?
You: yes be more transparent and don't treat your consumers like an ATM. Provide a little transparency and you would be amazed what it will do for your shady business
You: to ensure nothing is lost in translation this entire conversation will appear in my blog
Vivienne: I will pass on your feedback to the relevant department regarding tracking on returns.
Vivienne: That's no problem, all conversations here are saved and you can request a transcript of the conversation.
You: and the phantom tracking?
You: where is it?
You: SHADY!
Vivienne: You can't see the tracking now as I have refunded you so our system shows the return as being returned to our warehouse. When you have an open return you can see the tracking infor. Under "View details" on the return and it will be under the "Return Timeline" section.
You: HAHA
You: what a lying sack... i already have screen shots taken
You: before...
You: keep digging
You: you can refund my credit card or it will all go online
You: it does not get ANY more dishonest than this
Vivienne: As previously mentioned in the conversation multiple times there seemed to be an issue with your two returns and there was no tracking showing in the first place. This was an isolated incident and is not an issue that occurs with every member. The screen shots taken are screen shots of an open return with no tracking. This is not something that happens to every member.
Vivienne: Unfortunately I cannot refund you to your credit card as applying the credits without proof of the returns being checked in wa an exception anyway. If you wish to show your dissatisfaction with the service on the Internet that is your choice. We are sorry that you are dissatisfied.
You: you've contradicted yourself multiple times regarding the tracking info. It is clear this is complete dishonesty and deceit. Congratulations on raping society!

I just bought a coffee table from Gilt.com, the Verlaine "Bernard" marble topped brushed nickel finished one. When I opened it up, I saw that the metal finish wasn't totally smooth and there were burn marks from the welding that hadn't been brushed out. It looks like whoever made the table base just quickly brushed the metal after welding it together. The surface isn't even and the metal pattern isn't laid out well, with some uneven gaps. It looks like an amateur made it. The marble top that came with it is also really poor quality. It's 24" wide and made from two pieces of marble that have been seamed together. You can see the cut line on the underside and the marble edge is pieced together with leftover scraps. The joint around the edge is filled with some kind of hardened compound and the finish is dull with pitted areas. It looks like weathered marble you'd find in a consignment shop. The item was listed as a final sale with no returns, which is a big issue for me because of the poor quality. I also wish I could rate products on their site, but I can't. The description on the site is pretty generic too. The table was made in India, as indicated by the tags on the bottom of the base and marble top. It was shipped via XPO delivery final mile and actually arrived 1.5 weeks before the estimated delivery date, but it sat in their warehouse for a while. The deliverymen mentioned this too when they dropped it off at my house.

I've been in the retail game for a hot minute, and let me tell you, I've never seen anything quite like Gilt. As someone who's also worked in the legal industry, I know a thing or two about consumer law, and let me tell you, Gilt is not playing fair.

Now, I get it. Retailers need to make a profit, and mark-ups are a part of that. But what Gilt is doing is straight-up deceptive. Consumers should be able to trust that they're getting a fair deal, not getting ripped off by a middleman.

I recently bought a Kate Spade bracelet from Gilt for $89, marked down from $168. But when I opened the package, I found a hangtag that said the suggested retail price from the designer was only $58. What the heck, Gilt?

When I complained, Gilt told me they only price match with themselves, not competitors. That's not good enough, especially when they're marketing the product as a Kate Spade item (which it is, according to the hangtag). They should be held accountable to the suggested retail pricing, which is the fair value of the product they're selling.

And to make matters worse, Gilt is inflating the suggested retail price to over 280% ($168) while marketing themselves as a designer discount company. That's just plain wrong.

I've included pictures of the hangtag below, so you can see for yourself. Don't listen to Gilt's response to this post - they're clearly trying to weasel their way out of being caught as fraudsters.

Honestly, this kind of behavior is disgusting, and I hope the appropriate authorities shut Gilt down.

I've been using Gilt for a while now and I gotta say, I've bought a lot of stuff from them. Clothes have been great, but I've had some issues with their furniture. I bought two wooden coffee tables that were on final sale and they were just not up to par. The pieces started coming loose within days of me getting them. I had to fix them myself with a drill and some wood screws.

I should have known better than to order furniture from them again, but I saw a large area rug on their site at a good price and I needed one. A couple of days later, I tried to cancel the order. They told me some story about how the order had already been sent to the vendor and that you can only cancel an order within 10 minutes of when it is placed (another rep told me 5 minutes).

The item hadn't even shipped yet, but they said there was nothing they could do for me. I asked if they or I could contact the vendor and asked that they not ship the item to me. They wouldn't help and told me their computer wouldn't allow them to cancel.

I'm not sure if their responses or excuses were even honest. At the very least, they were questionable, and they were incredibly dismissive. Their business practices are predatory. What could possibly prevent them from not shipping something that hasn't shipped (and won't for another week or two)? I've never had trouble halting a shipment from any other business I've dealt with. Why can you only cancel an order within 5-10 minutes? After 11 minutes, you're screwed then?

If you place an order with Gilt, they take your money. This rug cost over $1000, and they offer many expensive items on their site, so beware. You could lose a lot of money. They don't even have a customer service phone number on their site (another red flag).

I suspect I'll end up in a dispute over this. I'll be sharing this story/review on other sites, and I'll be contacting the BBB as well as econsumer.gov.

I had a really bad experience with Gilt Groupe and I don't think I'll be shopping there again. Here's what happened: I accidentally put in my old address when I placed my order, but I contacted them right away to fix it. I tried calling and chatting with them, but no one was available, so I sent an email. They said they would respond within 24 hours, but I didn't hear back from them for several days. I sent another email, but still no response. Finally, I got a robotic email saying they couldn't update the address or cancel the order.

I decided to call them and they said they would try to reroute the package, but I never got an update. I sent another email asking if they were able to reroute it, but they said they couldn't. I don't think they even tried. They told me I needed to call FedEx myself to arrange a pick up, but when I called FedEx, they said I couldn't do anything without Gilt's authorization. I explained the situation to the woman at FedEx, but she said Gilt needed to call and authorize the release of the packages to me.

I called Gilt again and asked them to call FedEx and release the packages to me. They said they would do it by the end of the week, but I didn't hear back from them. I sent another email and they said to give them another 3 days. I did, but still no response. It's been over a week since the last email and my vacation hold expired. I didn't want to contact my old landlord, so I had to drive to my old building and wait outside until an old neighbor showed up to let me in.

Overall, I had a really frustrating experience with Gilt Groupe. They didn't respond to my emails in a timely manner and they didn't seem to care about helping me fix my mistake. I wouldn't recommend shopping there.

It's been like a whole decade since I last ordered from Gilt, and I gotta say, I've usually been pretty happy with my orders. But this time, I was super stoked because Gilt partnered up with Kitchen Aid and BerfHoff, and I was in the market for some new kitchen gear. So I spent a pretty penny on some sweet stuff and was all set to have a birthday BBQ bash. I live in a condo, so I was planning on ordering out, but then I found this dope table top grill from Berghoff and I was like, "Yes, please!" I ordered a bunch of Le Creuset to cook on it with and got my outdoor setup all ready for my big day.

But then, out of nowhere, my order for the BBQ grill got cancelled. No warning, no nothing. I was so confused and frustrated. I called up Gilt and was on hold for like an hour before I finally got through to a rep. They told me that Berhoff claimed the item was out of stock, but I find it hard to believe that Gilt didn't know that already, especially since they always tell you how many items are left. While I was on the phone, I tried to place another order for the same item through Gilt, but that got cancelled too. Now, I'm stuck with all these accessories that are already on their way to me and can't be returned until I receive them and ship them back. I have to completely rearrange my birthday celebration now, and I'm still waiting to get reimbursed for all the money I spent.

What really grinds my gears is that Gilt didn't even bother to communicate with me about why my order got cancelled. I only found out because I checked my account today and saw that it said "cancelled." If I hadn't checked, I would have been waiting around for nothing and wasting my time trying to figure out what to do next. Honestly, I don't even remember why I stopped shopping at Gilt in the first place, but after this experience, I regret my purchase and feel super let down. What a total bummer. I was really looking forward to my birthday gift, and now it's all ruined.

I am so disappointed with my experience with GILT. While I really like the style of the furniture they offer, my recent order has left me regretting ever shopping with them. My first order was a cracked glass top for my table, which I was satisfied with. However, when I decided to order an end table, the wrong item was put into my cart. Despite immediately contacting customer service to cancel the order, it took them two hours to get back to me. Dylan, my customer service rep, told me it was too late for customer service to cancel it and that I would be contacted within one business day. However, it took three to five days for an answer from the live chat team, which left me feeling like I was getting the run-around.

To make matters worse, they sent me the table via FedEx even though I paid for in-home delivery. When I called the number provided, I was finally helped out and they sent me a return label. The package arrived back to GILT in the beginning of December, but I had to contact a live chat to ask about the status of my return. The lady told me she processed my return and credited my VISA, but I received an email stating I had store credit instead. When I checked my bank account, I found that not only did she not give me a refund, but she charged my card another $453. I am now owed $907!

Overall, my experience with GILT has been frustrating and disappointing. While I like their furniture, the customer service and order fulfillment has left much to be desired. If nothing goes wrong with your order, you should be okay, but if any type of issue occurs, be prepared for a long and frustrating process.

I got an email from Gilt.com that said I could get 40% off for three hours. I was so excited! But when I went to use the code, I found out that it was only up to 40% off of one transaction and I could only save a maximum of $30. That information was in the fine print, but it was hard to read and I had to click on terms and conditions to get all the details.

I decided to buy three massages from different places and two restaurant vouchers because I thought it was such a great deal. When I entered the code, it said that it had been applied. I thought that meant it was being applied to all of my purchases, but it turns out it was only applied to one item and it was no longer valid. I wish they had made that more clear. They should have said "invalid" instead of saying it had been applied.

I tried to contact them by email and phone, but they were not helpful. They said I should not have even received the promotion in the first place and the best they could do was take $30 off. I spent over $500 and I would not have spent that much if I had known about the hidden terms and conditions. I feel like they were deceptive and confusing.

I used to order from Gilt.com all the time, but now I am done with them. I do not trust them anymore and I will tell all of my friends who shop there to be careful. It is a shame to lose customers to other sites like Ru, Ideeli, Hautelook, and Groupon. They offer similar services and do not have hidden terms and conditions.

I've been shopping on Gilt for quite some time now, and I have to say, my recent experience with them has left me feeling quite disappointed. I ordered a Dolce & Gabbana dress during a D&G event on November 21st, 2017, and received it on November 27th. The dress cost me over $2000, including tax and delivery charges. However, when I received the dress, I was shocked to find that it had none of the original tags that one would expect to be attached to a new item of clothing. You know, the ones that are attached with a string to any new garment? Any vendor of new clothing will warn customers that no return would be accepted without one.

This dress was sold during a D&G event and was said to be "sourced from a trusted Gilt vendor." It was marked non-returnable "due to further price reduction." However, there was no disclosure anywhere on the site/webpage that such dress is a vintage or used or was missing original tags. By contrast, Gilt regularly hosts what Gilt advertises as "vintage handbag" events and "estate jewelry" events, and any customer would know and expect the items being sold are second hand. However, Gilt was not promoting this specific D&G event as a sale of second-hand/vintage items.

Furthermore, several years ago, I purchased a Dolce & Gabbana dress from Gilt (for around $1000), and it came, as one would expect, with all original tags properly attached and a D&G hanger. So, I reached out immediately to Gilt to ask about why this dress came without any original tags and whether it was used/second-hand. During a whole week of back-and-forth, Gilt kept saying "we stand behind the authenticity" of the dress, but would not say whether this dress is new (as one would have expected unless the vendor has specifically told you it is used). Gilt also says because it said it is non-returnable, I cannot return it.

This is bait-and-switch and patent fraud, given the lack of honest disclosure/representation upfront about this item. Judging from the other recent comments, it looks like dishonesty has become the recent trademark of Gilt. How low has the Company fallen, for a company where the wife of an ex-colleague of mine had a hand in co-founding.

Overall, I'm quite disappointed with my recent experience with Gilt. I've been a loyal customer for years, but this recent incident has left a bad taste in my mouth. I hope that Gilt takes steps to rectify this situation and ensure that their customers are not misled in the future.

Man, I wish I had checked out this site before I made my order. Seems like a lot of folks have had the same problems as me. I live in Hong Kong and I snagged a sequin Dolce & Gabbana dress in size 42 during their Memorial Day sale, which was 25% off. When I made my purchase, there were only three dresses left in stock. But when my package finally arrived today, I was horrified to find a Trina Turk shift dress in size 8 instead. What the heck, man? How could they make such a huge mistake?

So I contacted their customer service team and they told me that they could put me on a waitlist for the dress I actually ordered, but they couldn't guarantee that they'd actually find it. And even if they did, they wouldn't hold it for me - I'd have to buy it all over again, even though I'd already paid for it. And to make matters worse, they told me that I had to send back the Trina Turk dress by international mail and wait 10-20 days for a refund. That's just ridiculous! Why can't they come pick up the dress themselves?

I've had to send multiple emails and spend an hour on the phone just to get this far. And even if they do find the dress I actually ordered, I'll have to buy it again before they even refund me for the Trina Turk dress. This is just terrible customer service, man. I feel like they're expecting me to go out of my way to fix their mistake. And to top it all off, they can't even keep the dress for me if they find it or if someone else returns it. What a mess!

After reading other reviews, it seems like their ecommerce platform is just a complete disaster. So if you're thinking about buying from Gilt, be warned. You won't get this kind of nonsense from Shopbop, Net A Porter, or The Outnet.

Update: What's the point of their canned response below? It's not actually helping me fix the problem. I've never written a bad review about a company before, but every interaction I've had with Gilt just shows how little they care about their customers.

Edit

Reply from Gilt
Published 116 minutes ago
Hey Natasha,

I looked into your order and I'm really sorry for any trouble we caused you. We didn't mean to upset you.

I'm sorry again for any inconvenience we caused you. If you have any more questions, feel free to email me at ***@gilt.com and ask for Andy.

Take care,
Andy
#giltservice

I bought three designer eyewear from GILT and one of them I returned because GILT sent me the wrong model. Given it's Valentino eyewear, it cost a pretty penny. After a tedious process getting a return authorisation, I did so and BORDERFREE / GILT said they had received it and they would do a full refund within 7 days.

Now, about a month has come and gone. No refund. Three tickets (emails) opened with GILT saying they would respond to me within 2 days and not one ticket was even answered. I am an international number and the 1800 number cannot work for me.

I finally got an email from GILT and was so happy, only to see it's a QUALITY SURVEY QUESTIONAIRE. So, GILT can acknowledge they have gotten my email and sent out a survey but NO REPLY AT ALL TO MY LEGIT QUESTION ABOUT MY REFUND?

I ordered something that was delivered as an empty package. Gilt refuses to do anything about it and won't even open a case with Fedex (their delivery carrier). I'm not able to open a case with Fedex because they are the sender. I'm also not able to contest the charge with my bank because the item was purchased on store credit I had with Gilt.

Gilt Customer Service ticket:3626149

It says the order was delivered so they are using that as an excuse to not do anything, even though it was just an empty package that was delivered and tucked under the entry mat to disguise the open part of the package.

I purchased a pair of Birkenstock's. 3 weeks go by with a message that they are preparing my order. Week 4 my order has disappeared out of their system. Hmmm. Very strange.
I will not shop with them again! Shame on you Saks! A follow up email would have been nice but nothing!

I have bought some items on 29/8/2019. Now is the 3/10/2019. My order is #[protected]. I have shopped total: $518.93. The order history even only show me two items, but I have ordered three! They tell me my order was lost ans cancelled my order, until now I still didn't get my refund back!
The customer service didn't solve any problems only can tell me they didn't charge me! So where is my money? They can only say that words and not even can provide evidence of refund! I think gilt is the fraud website!

I am beyond annoyed and am now infuriated with how my return process has been with gilt. I have spent 4+ hours on the phone holding and waiting and explaining my situation - albeit the customer service technicians are nice and pleasant and empathetic, their inability to solve problems makes me question their incident management. I have emailed countless times with the same responses... all resulting in no outcome or resolution. I found a watch online but the description was vague so I called to get additional specifications but the CSR didn't have the details, like what mm it was (which is beyond me) but I saw the 30 day return policy and figured I would take a chance, on Sept 11, 2018. It said 3 weeks to arrive so I called again after the order was placed and still they weren't able to verify the specifications. I finally got a response back from an email and it turned out to be too small for me so I immediately wrote back and said okay cancel it - I needed 39mm or above so I do not want the item - save the shipping cost and headache. They said it's too late (even though the item hadn't even been received at their warehouse) so I was promptly sendt a return label so I could ship it back as soon as I received it. I did just that and the order took about 8 business days to arrive back to them. So after countless follow ups they finally confirmed my order was received Oct 5, 2018 and my refund would show up 7-10 business days after. I kept looking and there was no refund so I called and emailed and followed up only to receive the same response verbally and written - that by Oct 19, 2018 it was guaranteed I would see the refund. I was proactive and then did a Hail Mary and spent 30+ minutes Friday evening because my credit card bill was due Oct 21, 2018 and I was banking on the refund so I spent time Sunday with a supervisor who informed me the item was supposed to go to their customer not to gilt so they were waiting but that's not my fault. She assured me she would "pass me over" since she wasn't working the next day. So if a supervisor can't handle my problem as an escalation point "who can"? so fast forward.. my credit card wasn't paid in full, I got hit with a late fee and interest. I just spent time with a nice man who said no supervisor was available and put me on a call back list. If this wasn't a high ticket item I wouldn't be as adamant but I am so frustrated and have been kind and patient but enough is enough!

Buyers beware! I purchased 4 clothing items and after receiving the package decided to return the items due to fit. Processing a return with this company is a nightmare. I was told since they were purchased by another company any orders prior to july 9th are unable to be viewed. Also, that I would receive a call back in 3 days so they can return the funds back to my card. I was also told I needed to have my credit card info stored on the website to make it easier. First, I refuse to do business with this company again. Second, if you can't process a return properly do you think I would actually store my credit card in your site? This is the worst customer service i've experienced from a company that is an app based shopping experience. Taking over 4 weeks to process a return is insane. Not only will I never purchase from them again, I seriously doubt I will ever see the amount I paid for these items. I feel like they stole from me. I should be able to shop, view, and track my return directly from the app all without having to speak to someone, hence the term online shopping. Now I have to wait for a call back in 3 days so that they can research my return. If I can't answer, I have to call back and give my card info for the credit to be processed. I am beyond furious and appalled at their business model. It should not have been this difficult.

I had the same issue, which then spiraled into something more!
When purchasing, I didn't notice that the Puritan's Pride voucher could not be used on all brands. I then went on the Puritan's Pride website and it turns out that of that list of 16 brands, a full SIX of them are actually NOT AVAILABLE for sale. I chalked this up to my mistake and managed to cobble together an order, which I placed on Jan 10th at 9:30pm from my home in San Francisco.
The next day, I get an email from Puritan's Pride claiming that my order can't go through because my voucher had expired. True, my voucher expiration was January 10. But I assumed I could use it until the end of that day - what I did not factor in is that Gilt works ONLY on Eastern Standard time. What? So much for being a national service. Both myself and the Puritan's Pride customer service agent have attempted to speak with Gilt and they have refused to reinstate my voucher.
This is the 2nd time this sort of issue has arisen with them. They are hard-lined about returns/refunds no matter what and the customer service people are unfriendly and unhelpful. I will be cancelling my account and warning people against them.

I beg you guys not to ever use this service. Because once you pay them they don't give a darn about your satisfaction.
I experienced it and know what I am talking about.
They made not a single effort to investigate my issue. They just have my money and are happy, I hope.
I just want to get my money back for an order that had never arrived. I have been waiting for it for 2 months and I understand it's useless. Customer service keeps ignoring me...

Bought a Max mara coat on sale. There is no description about the defect on the coat.
When received the coat, there was an very obvious hole on the coat.
The amount was wrong on the return invoice, so I wrote a few letters to confirm the amount. They reply slowly but promised to refund the amount I've paid. About two weeks later, when the refund came to my card, it is around 50 USD less. And they do not reply to my emails.
Bad online seller and cheating the consumer.