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Business Profile

Online Retailer

Gilt Groupe, LP

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Important information

  • Customer Complaint:

    BBB with the use of artificial intelligence, analyzed the complaints on 3/27/2025

    BBB shared the findings and recommendations with Gilt Groupe, LP

    The findings appeared to show:

    Product Quality Issues: A significant portion of the complaints centers around product quality, including reports of receiving damaged goods or items not matching their descriptions on the website.

    Delivery Delays: Many customers have expressed dissatisfaction with the timeliness of deliveries, indicating a recurring problem with logistics.

    Customer Service Challenges: A noticeable number of complaints highlight poor customer service experiences, such as difficulty reaching support, inadequate responses, or unresolved issues.

    Return/Refund Process: There are numerous complaints regarding the complexity and inefficiency of the return and refund process, where customers have experienced delays or confusion.


    Gilt Groupe, LP on 4/16/24 responded to BBB with:

    Return and Refund Process: We understand that it can be frustrating for our Members wanting to return items and feeling like they are not getting their service expectations met, but it is always our intention to make this process as easy for Members as possible and to get them resolution. However, we are a flash sale/off price company where our inventory is constantly being turned over and we buy in limited quantities. This does not allow for exchanges very easily as the items are usually not available in alternate sizes or colors but does allow us to offer amazing deals on high end fashion and home goods. It also means that we need to put returned items back into inventory quickly to allow other Members access to these high demand/low quantity items. As a result, in early 2024 we reduced our return window from 30 days to 21 days to quickly put these items back in stock. We did grandfather in any purchases prior to that change and allowed for extended returns for customers for about 60+ days after that policy change and still do offer exceptions based on individual circumstances. Our returns policy is clearly outlined on our site in our “Help” section under “Our Return Policy.” This section outlines our return window for returnable items, 21 days from the shipment date. This section also outlines the refund options for returnable items, if they choose Merchandise credit they can return the item without a return shipping fee (this is similar to the policy of many other online retailers), or to original form of payment with a deduction of our $11.99 return shipping fee. Also outlined are the refund timelines, which is 3-5 business days for merchandise credit and 10 business days for original form of payment (this is dependent on the customer’s banking institution as we issue credits at the time we receive the item back). This help article also explains that items marked as “Final Sale” are not eligible for returns and explains that this information can be located in the product description on the site, as well as on the packing slip. Though Final Sale items and items outside of our return window are considered non-returnable, we do provide our members with exceptions based on the individual circumstances but generally offer each Member a onetime exception no questions asked as long as the item is in original condition and in original packaging. Though not ideal, at times we have to deny both late returns and final sale returns due to multiple requests/abusive behavior on the part of the customer.


    Delivery issues: Receiving merchandise in the timeframe provided, in excellent condition is key to an amazing experience. To meet these expectations, Rue Gilt Groupe utilizes multiple shipping partners, including FedEx, DHL and the USPS. Our members can view tracking information and updates through their account, including any proof of delivery provided by the shipper. We have revised our policy regarding packages that are shown as Delivered by the carrier and the Member claims they have not been received. If we have visual confirmation that the package was delivered to the correct address, we consider this theft and direct the Member to local law enforcement resources. If we determine that a package has been delivered incorrectly, we do provide a full refund. Each of these situations is reviewed individually and exceptions to this policy are granted based on member relationship. We also further clarified our relationship with After Pay as a third-party payment system. With this relationship, any orders placed on Gilt using After Pay, that were claimed as not received after proof of delivery were directed to dispute the charges with their financial institute as we had successfully delivered the package.

    Customer Service Issues: Our goal is to provide above and beyond service for all of our Members and to resolve any concerns timely and to the satisfaction of our Members. We know that our Members have a choice in where they shop and we look for our Customer Service to be a reason they come back to shop with Gilt again. In addition to a comprehensive library of online help documentation and a chat bot, Members can call, email, or utilize our messaging service to obtain assistance. In 2024, 83% of email outreach was responded to within 24 hours. We continue to enhance our self-service options to allow our members 24 hour support. Associate level responses are monitored by the leadership team to ensure that we are providing excellent service to our Members, and coaching is provided regularly to our team regarding wins and opportunities and focusing on continuing to provide an above and beyond experience. In addition to regular coaching, the leadership team partners with our training team to provide continued refresher training, this training content is driven by trends in our contact volume, contact types that have higher than expected resolution times or member feedback, among other feedback loops.


Complaints

This profile includes complaints for Gilt Groupe, LP's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Gilt Groupe, LP has 3 locations, listed below.

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    Customer Complaints Summary

    • 117 total complaints in the last 3 years.
    • 42 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/12/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 8/20/2025 I sent items to be sold oh my behalf to gilt. The company received my items on 8/22/2025. After a week of emails items were listed for sell on 8/29/2025. Items sold on 9/30/2025 and payment was requested on 10/1/2025. I have reached out multiple times about issues with no resolution. I am now owed $1,330. I still have items held by the company that I would like returned to me

      Business Response

      Date: 10/14/2025

      Dear ******, 

      Thank you so much for taking the time to reach out I completely understand how frustrating it must feel to be waiting for both your payout and your remaining items. Im truly sorry for the inconvenience youve experienced, and I want to help point you in the right direction so this can be resolved as quickly as possible.

      Your consignment and resale transactions are managed directly through our trusted partner Reflaunt, who oversees listings, sales, and payouts on behalf of ****. To ensure your payment and item return request are reviewed promptly, please contact their dedicated support team directly at ***********************************. Theyll be able to locate your account, confirm the payout status of your sale, and coordinate next steps for any items still in their possession.

      Reflaunts team is best equipped to assist you from here, and Im confident theyll help get everything straightened out for you soon.

      Thank you again for your patience and for being part of the ************** we truly appreciate you trusting us with your luxury pieces.

      Sincerely, 

      Member Services 

      Customer Answer

      Date: 10/14/2025

      [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:10/06/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on or around September 10 to 14, 2025 and was informed it was delivered on September 16, 2025. However, I did not receive it. I wrote to Gilt and informed them that there was no indication on my doorbell camera that any delivery had been made, not to mention the fact that most delivery drivers take a picture of the item at recipient's door for confirmation of delivery. In this case, there was no such photograph. Moreover, whenever packages are delivered, I have a clear view from my home office window and I make sure to collect packages promptly to avoid "porch pirates". Gilt suggested I wait a few more days for delivery. After about a week, I informed them that I still had not received it. They responded with an apology suggesting I wait a while longer. It has been over 3 weeks since it was marked "delivered" and there is still no sign of my package and Gilt has purposely stopped responding. I am highly upset and at this point, I just want my money back. They are extremely unprofessional and should have followed up with me the second and third time I reached out to them to offer a refund. Today is October 6, 2025, and they have completely stopped communicating with me. I just want my money back and I'll never do business with them again. While it may not be a large amount of money, it is still my hard-earned money and I'm standing on principle!

      Business Response

      Date: 10/09/2025

      Dear *****,

      Thank you so much for your patience while we looked into your order. Im truly sorry for the frustration this situation has caused I can imagine how disappointing it must be to not receive a package you were looking forward to.

      After reviewing the delivery details with the carrier, the photos on file do confirm the package was delivered to the correct address and placed on your front porch. That said, I completely understand your concern and dont want you to feel stuck waiting any longer. As a courtesy, *** issued a refund in the form of Rue La La Merchandise Credit, which will be available in your account within the next 2448 hours.

      I know this wasnt the experience you expected, and I truly appreciate the time you took to follow up and share your feedback with us. We value your loyalty and want to make sure youre left with a positive impression of our brand.

      Thank you again for your patience and understanding and for giving us the opportunity to make this right.

      Sincerely, 

      Member Services 

       


      Customer Answer

      Date: 10/10/2025

      [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:10/02/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 was looking for a specific jacket as a gift for my wife. I found the jacket but it said online that it was sold out, but could be found at two other stores. I clicked on the site and was sent to "Gilt" with a photo of what looked like the exact same jacket I was looking for. After placing the order, I looked at the jacket photo and noticed a discrepancy, which led me to believe it was not the same jacket. 5 minutes after placing the order I tried to cancel it on the web site and it said, due to their diligence they probably could not cancel the order. They asked for my name, email, order number and type of credit card I used and then claimed they could not find the order in their records. This company is part of the "Rue Gilt Groupe" and is headquartered in ******. I am challenging the order with my bank. They have no phone number I could contact

      Business Response

      Date: 10/03/2025

      Dear *******, 

      Thank you so much for reaching out and sharing your experience with us. I can certainly understand the disappointment of trying to find the perfect jacket as a giftespecially when its for your wifeand then running into these hurdles.

      I do want to reassure you that your order was already cancelled on October 2nd by one of our frontline agents, so there wont be any charge moving forward. Since we only bill once an order has shipped, no payment was taken. You may see an authorization hold from when the order was first placed, but this will automatically drop off your account shortly.

      I know how much thought goes into finding the perfect gift, and I hope youre still able to find that special jacket (or an even better surprise!) for your wife. If youd like, Id be more than happy to help point you to similar styles on our site.

      Thank you again for giving us the opportunity to confirm everything is all set on our end.

      Sincerely, 

      Member Services 

       

      Customer Answer

      Date: 10/11/2025

      [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:09/28/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Returned an item, still waiting for refund. The card item was purchased with was replaced and new number was provided to GILT days ago. **************** is impossible to get a hold of someone and when you do it is only via chat or emails-you never get the same person so you start at square one each time.

      Business Response

      Date: 09/30/2025

      Dear *******, 

      Thank you for sharing your concerns with us. We are so sorry for the difficulty you experienced in trying to resolve your refund we completely understand how frustrating it must have been to feel like you werent getting clear or consistent answers. Your time is valuable, and we truly regret any inconvenience this has caused.

      We did review your order history, and were happy to confirm that our **************** team escalated your case on 9/28 after speaking with you to ensure your refund was processed correctly. The refund was successfully completed on 9/29, with $63.36 returned to your credit card and $10.99 returned to your Mastercard. Depending on your banks processing time, these amounts may take 35 business days to reflect on your statement.

      Were grateful you brought this to our attention and gave us the opportunity to follow up. Please know that were committed to making your future experiences with us smoother and more enjoyable.

      Sincerely, 

      Member Services

      Customer Answer

      Date: 10/01/2025

      [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:07/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company has no customer service whatsoever. They have a phone number that nobody answers and they are conning people out of thousands of dollars every day. Im now sure how a purchase went through but it did and somehow or another its still not even showing up on the website that I purchased this so you all need to know about this company and I do plan on filing a civil lawsuit against them.

      Business Response

      Date: 07/15/2025

      Dear ********, 

      Thank you for allowing us to assist, we were happy to review. I was happy to see that one of our representatives assisted you with getting a return label to return the items for a full refund. As we work so quickly to ship you your order, it is usually not possible for us to make changes once youve placed it, and we apologize that we were unable to cancel the order in time. Thank you so much for providing your feedback! 

      Sincerely, 

      Member Services

    • Initial Complaint

      Date:07/02/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for an expensive bag on June 18th for over $700. I got a notification that it shipped on June 21 and the estimated delivery was June 24. it is now July 2nd and the package has not moved since June 30 from a ***** location in *************, **. I tried calling ***** to see if they could provide an update, and they said since it was shipped through *********, the shipper must contact them. As a customer, I assumed that **** wouldn't use the cheapest shipping option considering there is no free shipping option provided to us... I was wrong. I called customer service at **** and explained, and I was then told that they would not contact ***** until the package has been missing for 15 business days. That is terrible customer service. For such an expensive item, I expect the company to reach out to the shipper to see what the situation is since I cannot. I'm being told I have to wait until July 21 to contact them again about my package that hasn't moved... for an order I placed on June 18! I understand that the company can't always help issues with the shipping company, but for them to not even try to contact them is crazy. All I want is for my order to come and no one with help me. I need someone from Gilt to step in and either help me locate my package/provide an updated delivery date or ship me a new item.

      Business Response

      Date: 07/11/2025

      Dear ******,

      Thank you for allowing us to assist, we were happy to review. We completely understand how disappointing it can be to have your package delayed. We would love to provide some additional insight into the 15 business day timeframe you mentioned. After doing extensive research with our carriers, we have determined that the majority of packages that have stalled begin moving within this timeframe. If they have not started moving again at that point, they will likely not be delivered. Based on these findings, we request 15 business days to ensure the package is delivered. After reviewing, we can see that your original order was delivered on 7/9.

      Sincerely, 

      Member Services

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Item was received on May 20. I didnt like it, and returned it using the label printed from their website to return it. I mailed it around June 1. It is now June 13, and there is no change of status on my account with Gilt saying it has been returned or even received. I returned a less expensive item the same day, and was notified that it was received June 5 and the money was refunded to my account. When you call customer service, no one answers. Extremely frustrating.

      Business Response

      Date: 06/30/2025

      Dear *******, 

      Thank you for allowing us to assist, we were happy to review. After looking into the tracking of your return, it appears that your return was lost by the carrier and has not moved since 6/5. Our processes are set up to refund once the item is delivered, and as this item was delivered, we apologize for the delay in getting this resolved! We were happy to see that our team had worked with you on 6/20, and you were provided a full refund for the lost return. Thank you so much for raising this concern, and we were glad that it has been resolved by our frontline team. 

      Sincerely, 

      Member Services

    • Initial Complaint

      Date:06/04/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered through the Gilt app and changed my address during the checkout. After receiving the order confirmation, I see the address did not save. I contacted girl! and I have been very unhelpful. Three items went to the wrong address. I tried to retrieve them and was unable. I re-ordered the pillow. This is the most unhelpful company *** ever had to deal with. I will not let this drop until I receive a credit for the remaining items.

      Business Response

      Date: 06/13/2025

      Dear ******, 

      Thank you for allowing us to assist, we were happy to review. We're sorry to hear you didn't receive your order. After reviewing the details, it appears that you purchased **** Worry Free Delivery. This is a package protection service, to give our customers the best possible delivery experience. Worry Free Delivery protects your package in the event that it gets stolen, shipping damaged, or lost.  Our records indicate you filed a successful claim for the pillow, but have yet to file a claim for the other items on the order. 
      To start a claim on your policy, please initiate your claim in the **** ***************** at ************************. We hope this information helps! 

      Sincerely, 

      Member Services

      Customer Answer

      Date: 06/15/2025

      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. 

      This is not an appropriate response. I have tried to submit another claim but its outside the claim window. In addition *** had no help from your customer support. The level of service is unacceptable. I am very disappointed in GILT who I have spent thousands of dollars this year with. 

      Please advise if you are willing to credit me on my account for the remaining two items or if I should take this further. 

      This could have been fixed months ago if you had have just resent the product. Now I ordered the pillow again and bought the other items at Target. 

      Your companies correspondence and support has been absolutely abysmal. 

      ******

       

       

      Business Response

      Date: 06/25/2025

      Dear ******, 

      Thank you for your continued patience as we looked further into this matter. We confirmed that you had purchased **** Worry-Free Delivery with your original transaction. This service is designed to offer added protection in the event of loss, theft, or damage during shipping. While you successfully filed and received a refund for one of the pillows through this protection, you did not process a claim for the additional items. 

      At this time, however, the claim window for your remaining items has unfortunately closed. Per Seels policy, theft must be reported within 15 days of the delivery date. Since only one item was submitted and approved within this timeframe, **** is no longer able to accept claims for the additional items.

      We understand this may be frustratingespecially if you were attempting to recover the items at the timeand we regret that we are unable to override the terms of the protection you purchased.

      Sincerely, 

      Member Services

    • Initial Complaint

      Date:06/03/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      #********** Ordered on 05/23/25 $348.39 ******** refuses to refund purchase that was not delivered to me. I just wanted the item but they said it is no longer in stock and said my only choice is store credit. I have not purchased here and the only reason I made this purchase was for that perfume but they don't have it so I don't need the store credit. They refuse to refund it back to the original form of payment because it shows as delivered outside of a house. Again, this was NOT delivered to me in my apartment and no packages should be left steps away from the street - especially if they don't confirm that it is the person's home or that they delivered to someone in the home. The customer service team is not helpful at all and it makes no sense to offer store credit and deny refund back to payment. I have never experienced such disgusting customer service and attitude from multiple representatives.

      Business Response

      Date: 06/13/2025

      Dear *****, 

      Thank you for allowing us to assist, we were happy to review. We apologize that you were unable to retrieve your order after it was successfully delivered by our carrier. Along with the proof of delivery we received from our carrier, there have been multiple reports on your accounts of unretrievable orders to this address. As we have proof that the package was delivered successfully, we are unable to assist with a refund. Due to the multiple shipments not able to be retrieved at this destination, you will need to contact your bank to dispute any charges associated with this order. For any future orders, we recommend that you have the items shipped to an alternate location. 


      Sincerely, 
      Member Services

    • Initial Complaint

      Date:05/22/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered an expensive item from ******** app, which was supposed to arrive on 5/15/25 vis **** (Tracking Number: **********************) but that item arrived on 5/13/25 (a day that I was not at home). **** says they delivered it but they didn't leave it in my mailbox or my front door. I never received this package and there are signs in the lobby stating they shouldn't leave the item there. I reached out to **** and they did an investigation and said the sender (Gilt) can file a claim. Gilt refuses to resend me another item, refund me my money or submit a claim to ****. So now I'm out $150 and can't do anything about it. I've messaged them and they refuse to do anything about it. They've been rude and dismissive.

      Customer Answer

      Date: 06/02/2025

      [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,

      ***** ******-*****

    Gilt Groupe, LP is NOT a BBB Accredited Business.

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