Online Retailer
Gilt Groupe, LPThis business is NOT BBB Accredited.
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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
Customer Complaints Summary
- 118 total complaints in the last 3 years.
- 43 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/04/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The order I've placed was returned and received by Gilt on 10/30/25. The payment method I used to pay for the order was Afterpay. Gilt should've sent an information to Afterpay about order has been returned and it hasn't been done. I'm requesting ******** to inform Afterpay, because I won't submit any payments for item I've returned and received by the ****.Business Response
Date: 11/10/2025
Dear ****,
Thank you for reaching out. I completely understand your concern regarding the Afterpay payments. Ive reviewed your order, and Im happy to confirm that a refund of $38.84 was processed on November 4, 2025 back to your Afterpay account. This amount reflects your order total less the applicable outbound and return shipping fees.
Once we issue the refund on our end, Afterpay is automatically notified of the adjustment. You may see the update reflected on your Afterpay account within a few business days. If you dont see the change after that time, we recommend reaching out to Afterpay Support directly, as theyll be able to confirm how the refund is being applied to your payment schedule.
Thank you again for your patience and for shopping with Gilt.Sincerely,
Member Services
Customer Answer
Date: 11/10/2025
[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:10/27/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Was sold a counterfeit Bond 9 cologne had it verified as fake through authentic sales store. Gilt advertises that they are authentic & that claim is falseBusiness Response
Date: 11/05/2025
Hello *********,
Thank you for reaching out and sharing your concern with us. I truly understand how disappointing it can feel to question the authenticity of a luxury fragrance, and I want to assure you that we take these matters very seriously.
Please know that Gilt stands firmly behind the authenticity of every item we sell. To bring the highest quality products to our customers, we have a buying team that specializes in sourcing our pre-owned products. Our knowledgeable buyers work with these trusted independent suppliers to make sure we offer authentic products at a great value to our customers.
Well be reaching out directly to determine whether you have any documentation or verification from the retailer who reviewed your item. If so, wed be happy to include that information in our review of next steps.
Your trust means a great deal to us, and we want you to feel completely confident in every purchase made with Gilt. Once weve completed our review, well follow up right away with next steps.Sincerely,
Member Services
Initial Complaint
Date:10/22/2025
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Company is using me in a brushing scam sending product I did not order. If I don't recieve a detailed explaination of how this happened, where they obtained my info and why this was shipped, I will be reporting them to the *** as a brushing scam. I will also file a police report and take any other legal action available to me.Business Response
Date: 10/24/2025
Dear Pandora,
Thank you so much for reaching out and for taking the time to share your concern. We understand how unsettling it can be to receive a package you did not order, and we truly appreciate the opportunity to look into this for you.
After thoroughly reviewing the tracking information and details you provided, we were unable to locate any order associated with the tracking number or your member information within our system. Our orders follow a ten-digit format beginning with the number 1, while the purchase order reflected on the proof of delivery document on the tracking you shared appears as a twelve-digit number, which does not match our internal records.
At this time, there is no indication that the shipment originated from Gilt, and we have no record of any recent purchases, charges, or activity related to the information you provided. Please rest assured that your information within our systems remains secure.
If you happen to have any additional details or documentation regarding the deliverysuch as the shipping label, senders name, or packaging informationwe would be happy to review further to confirm whether there could be any connection on our end.
We truly appreciate your vigilance and your patience as we worked to clarify this. Protecting our members privacy and confidence remains a top priority, and were here to help however we can.Sincerely,
Member Services
Initial Complaint
Date:10/20/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Received fraudulent item that was advertised as authenticBusiness Response
Date: 10/24/2025
Dear ******,
Thank you so much for reaching out and for taking the time to share your experience. We truly understand how disappointing it must have been to find that your Givenchy bag did not meet your expectations we certainly never want a member to feel uncertain about the quality or authenticity of an item purchased from us.
After carefully reviewing your order and our correspondence, we do see that your initial outreach to our team occurred after the item had been used and outside of our standard return window. Because of this, were unfortunately unable to accept the return or issue a refund at this stage. Our return policy is in place to ensure that all luxury pieces especially designer handbags remain in pristine, unused condition for our members.
That said, please rest assured that we stand by the authenticity of all merchandise sold on Gilt. We source directly from reputable brand partners and independent suppliers who work closely with each designers supply chain.
We truly appreciate your understanding and are so sorry for any disappointment this experience has caused. Our goal is always to deliver both the exceptional quality and peace of mind our members expect from us, and we value your continued trust in our brands.Sincerely,
Member Services
Initial Complaint
Date:10/16/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Business Name: Gilt Groupe, Inc.Purchase Date: 10/03/25 Order Number: ********** Amount: $2023.80 Complaint Summary:On 10/09/25, I received an empty box from Gilt for an order that was supposed to contain a ****** *** valued over $2,000. I contacted **** customer service immediately and was told the case would be reviewed within 3 business days. However, despite multiple follow-ups, I have not received a resolution or refund.The package was delivered as a ****** box with torn paper around and a few advertisement papers. I have already contacted my bank to initiate a dispute, but I want to formally report this to the BBB due to Gilts lack of timely and transparent response.Desired Resolution:I am requesting a full refund for this purchase.Business Response
Date: 10/20/2025
Dear *******,
Thank you so much for reaching out and for your continued loyalty to Gilt. I can completely understand how upsetting it must have been to receive a package that didnt arrive as expectedespecially for such a special purchaseand I truly appreciate your patience while we carefully reviewed your concern.
Our team completed a detailed review of your order for the CELINE ******** Leather Wallet on Chain, including a thorough check with our fulfillment and carrier partners. Based on the information available, the package details align with what was intended for shipment and delivery.
While I understand this is not the resolution you were hoping for, I want to assure you that weve documented your experience fully, and your feedback has been shared internally to help strengthen our shipping and verification processes. If youve already contacted your bank, theyll be able to review all supporting documentation from both sides and help facilitate the next steps.Sincerely,
Member Services
Initial Complaint
Date:10/12/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 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 meBusiness 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 IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I 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 IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I 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 contactBusiness 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 IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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 IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Gilt Groupe, LP is NOT a BBB Accredited Business.
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