Business Profile

Online Retailer

Gilt Groupe, LP

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

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

124 total complaints in the last 3 years.
52 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.

Initial Complaint
Date:07/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order 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:
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.
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:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 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:
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.
#********** 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:
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 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,

***** ******-*****
Initial Complaint
Date:04/16/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have reached out to Gilt chat and email support multiple times and have not received a response at all. My BOSS **************** Short were supposed to arrive last week. It says it was delivered but it is not in front of my door or my mailbox. I waited the 5 extra business days and it still has not shown up. I am not getting a response at all from Gilt support. I just want the shorts to be shipped over again or refund for the shorts placed.
Business Response
Date: 04/26/2025
Dear ***,
Thank you for allowing us to assist, we were happy to review. I see that you used our messaging function on 4/14 and 4/16. We advised to please allow additional time for your package to be delivered,as sometimes carriers can mark items delivered if they are running late. We advised if you still hadnt received it by 4/22 to contact us back. If you still have not received your shorts, please contact us at **************************** and we would be happy to help!
Sincerely,
Member Services

Customer Answer
Date: 04/28/2025
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.
I reject the businesss response.
It is well past April 22nd. The shorts never arrived. Their message is dismissive, incomplete, and fails to address the fact that I contacted their customer service twice over two weeks ago with no reply whatsoever. I only received any communication after I was forced to escalate the issue through the Better Business Bureau.
It is completely unacceptable for a business to ignore a customer for over two weeks without providing any support or solution. Their suggestion to "contact customer service again" is insulting, given that I already attempted that twice and received no help.
At this point, I am demanding a full refund for the shorts that were never delivered. The burden is not on me to continue chasing down customer service for an item I paid for and did not receive. If the company is unable or unwilling to resolve this immediately by issuing a full refund, I will continue to escalate this matter beyond the BBB if necessary.

I expect immediate resolution.
Regards,
***

Business Response
Date: 05/11/2025
Dear ***,

Thank you for your response. As noted in our previous correspondence, our representatives had advised during your earlier chat interactions to contact us after April 22, 2025, if the shorts had still not been delivered. As we did not receive any follow-up from you after that date, and with your original BBB complaint submitted on April 16, it was understood that the shorts had arrived, and a refund was not processed at that time.

Thank you for clarifying that the items have still not been received. Based on this updated information, we are happy to confirm that a refund of $53.49 has been issued to your original form of payment. Please allow 3 to 5 business days for the refund to appear on your statement.

Sincerely,
Member Services
Customer Answer
Date: 05/29/2025
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.

Never received refund from Complaint ID ********. I was supposed to receive $53.49 back. You sent this but never submitted the refund back to my card or payment. It has been over 3 weeks. "Thank you for clarifying that the items have still not been received. Based on this updated information, we are happy to confirm that a refund of $53.49 has been issued to your original form of payment. Please allow 3 to 5 business days for the refund to appear on your statement." For Order #: 1168893922
Business Response
Date: 06/07/2025
Dear ***,
Thank you for reaching out. We were happy to review your refund inquiry and can confirm that the refund of $53.49 was processed by our team on 5/11/2025 and settled to your account on 5/12/2025. According to our payment system, the funds were successfully transmitted to your financial institution.
If you have not yet seen the refund appear in your account, we recommend checking with your bank or card issuer.
Sincerely,
Member Services .
Initial Complaint
Date:04/09/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered items 4/3/25 my credit card was charged $176.95 same date. Delivery dates April 13 14 15 but order cancelled without notice. Contacted Gilt customer service #******* they said they couldn't verify me and not charged! I informed Gilt that I was charged $176.95 on 4/3/25. Gilt kept sending me "boiler" responses. I informed Gilt I wanted my order delivered or refund my money immediately. To date no order or money returned. I am a 76 year old single woman, Elder Abuse!
Business Response
Date: 04/18/2025
Dear ******,
Thank you for allowing us to assist, we were happy to review. Looking into this your order was canceled as some of the billing information you provided on the order did not match what was on file with your financial institution. As this order was canceled, you were not charged. What you see on your account is an authorization hold, which is a temporary hold that occurs when an order is placed, to ensure the funds are available. This typically falls off in 3 to 5 business days, and depends on your financial company. We have confirmed that no charges were placed, as well as that the authorization hold is no longer active in our system.
Sincerely,
Member Services

Customer Answer
Date: 04/22/2025
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
****** ***
There was nothing wrong with information I provided to purchase items. I was never informed my order was cancelled. I only found out when I made an inquiry why I had not received my order. Also the money was deducted from my account, it was not just a hold. It has been credited.

Business Response
Date: 05/06/2025
Dear ******,
Thank you for your response. This order was never charged, as it was canceled. The credit you are referring to was the temporary hold being released into your account. Please see the provided screenshot of your receipt showing that the authorization has expired.

Sincerely,
Member Services
Initial Complaint
Date:03/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with Gilt online for 2 pairs of shoes a value $1,413.65 on 3/8/2025. I entered the new address on the delivery options page. I spoke to many people at gilt that did not help me. The last supervisor I spoke to was ***** which told me they could not help me because I paid with Afterpay.
Customer Answer
Date: 03/24/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 03/29/2025
Dear ******,
Thank you for allowing us to assist, we were happy to review. We recognize that it can be disappointing and frustrating to not receive an item you were eagerly anticipating. After investigating the order in question, we determined that the order was delivered on 3/13/2025.
Since this order was paid for via Afterpay, we recommend reaching out to your financial institution to file a claim to dispute the charges. We are unable to provide any additional assistance with the billing for this order.
Sincerely,
Member Services

Customer Answer
Date: 03/31/2025
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******
Initial Complaint
Date:03/10/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased from GILT and was delivered an EMPTY boxFrom GILT. **************** opened A ticket couple days later the emailed response was: The package was delivered so we can not help you, refund the money or replace item GILT completely ignored my report that an EMPTY BOX was delivered. No comment about them looking into it either with THEIR EMPLOYEES whom would be the only folk aware of the purchase-what the PACKAGED CONTENTS should have been, neither did they say that FED X the carrier would be contacted. GILT totally overlooked and took No RESPONSIBILITY then dismissed me.First time this has ever happened in all of my years of online ordering from anywhere. GILT has lost a long time GILTs behavior suggests that they ARE AWARE of their apparent THEFT problems there but choose to ignore it by not even addressing.
Business Response
Date: 03/20/2025
Dear Fredelisa,
Thank you for allowing us to assist, we were happy to review. We see that you were refunded in full to your Gilt account credit for the missing item on on 3/10/2025, by one of our Representatives. Thank you for allowing us the time to work with our carrier to resolve the issue!
Sincerely,
Member Services

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Gilt Groupe, LP is NOT a BBB Accredited Business.