Complaints

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

close

Find a Location

Gilt Groupe, LP has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gilt Groupe, LP

  20 Channel Ctr St Fl 3 Boston, MA 02210-3438

• 

  Gilt Groupe, LP

  150 Omicron Ct Shepherdsville, KY 40165-9594

• 

  Gilt Groupe, LP

  2 Park Ave Fl 4 New York, NY 10016-5602

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:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a luggage set via Gilt (Order #**********). The carry on luggage belt doesn't clip on and I contacted gilt via e-mail on 09.02.2023 and attached a photo. However, gilt e-mailed me back saying that the attached file could not be bigger than 2MB. Since gilt required specific file to be attached, I downloaded an app to accommodate this. And, now, the file size has to be a specific size. I am attaching the photo again and gilt would have to figure out a way to receive this attachment since I don't have any means to adjust the file size.

  Business Response

  Date: 09/21/2023

  Dear Sky, 
  Thank you for allowing us to review. We are happy to assist. We apologize that the item came defective.  We were able to view the picture you attached to this concern, and have processed a refund of 25% ($45.00,) to your credit card. Thank you for allowing us to make this right! 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:09/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi-August 21,2023 I placed a large order from my phone on gilt.com.Several of the items I did not like and wanted to return.One jacket in particular did not fit. When I tried to select it for a return, it was unavailable. I reached out to Gilt and was told it was final sale.No where in the process or selecting the item, entering into my cart or checking out was this item highlighted as final sale.The only instance it was stated was in my order confirmation email in small print under the item and after ********************* you can see in the receipt confirmation provided by Gilt.com, none of the items highlight an item I purchased was, "Final sale."This is dubious and i am requesting a full refund to my credit card.

  Business Response

  Date: 09/21/2023

  Dear ********, 
  Thank you for allowing us to review. We are happy to assist. We see that you spoke to one of our representatives on 9/7, who created a label for the jacket, along with some other items. This label will have come to your yahoo email account from a ***************** email address. I have also included a screenshot of the Final Sale listing on the item to help you be on the look out when you shop our site next! 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:08/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned all three items they were not true to size when I received them and they were poor quality. I have not received my refund. I returned the items on 8/14/2023. Each time I time I contact customer service they are unfriendly and they treat me like I am bothering them with my call. **************** advises me to call back in a few days.. My order number is ********** . I paid $1,444.81. I returned all three unused items to Gilt immediately with the return shipping label Gilt provided at ***** as gilt directed me to do. I want a full refund for the total amount I paid refunded immediately back to my original form of payment as I requested and we agreed to for the amount of. $1,444.81. I want to be contacted by phone by a gilt supervisor to let me know I have been refunded. My contact information is ************************************* ******************************************************* phone ************.

  Business Response

  Date: 09/08/2023

  Dear ********, 
  Thank you for allowing us to review. We are happy to assist. We have reviewed your order and see that a refund was processed on 9/8 in the amount of $1,434.54 to your original form of payment. Please allow 3 to 5 business days for this to process. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 2, 2023- Order#********** purchased a dining room table and 6 chairs - FINAL SALE July 19, 2023 chairs arrive and I unpack/assemble and put boxes out for recycling July 20, 2023 trash day and boxes are taken away July 21, 2023 email from Gilt saying they are canceling my dining room table order. I called immediately and said what do I do with the chairs? They offered me extra 10% off if I wanted to keep them - or, because it's their fault, they will send me return slips. I opted for returning. Disassemble chairs, pack up and sent back via ****** **** said I'd get credited once the return was received. Waited a bit and no credit; August 8, 2023 I called and they said the package was refused. I explained my situation, again, to customer service and they said "yes, of course you will be refunded" expect a refund within next 5 days.August 9, 2023 Received an email from **** saying they will NOT refund my money since it was a FINAL SALE. I called AGAIN, immediately and spoke with "***" who said I should ABSOLUTELY get my money back for the chairs. She's going to "look into the situation" and for me to sit tight.I am concerned that I am out $1595.22 Every customer service rep that I spoke with said it was their fault/issue. An exception will be made to return the chairs...

  Business Response

  Date: 08/20/2023

  Dear ****, 
  Thank you for allowing us to review! We are sorry for the inconvenience, but were happy to see that this was resolved by our team! I refund was processed to you on 8/10 for the amount of the chairs. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 08/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************

• Initial Complaint

  Date:08/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue is with the Rue LaLa side of the business. I'm apart of the personal styling program, July 17th I returned a personal shopper order, tracking info and proof of **************** are attached. July 20th I received an email from Rue indicating that I was going to be charged for the order. Im only suppossed to be chared for items that I keep. At that point I sent them an email, which is attached. I advised them that I returned the order and should not be charged, I didnt get a response to the email. August 2,i began beinginundated with emails from Rue advising me that **** $94 for the order that I returned and provied proofof the return. not only did i provide the tracking number i also sent a picture of the packed box with the label. Im appalled by the treatment Im getting, Ive been a long time customer and Ive spent well over 100k between their various sites. At this point I'll need three things. first a full refund for the Rue 365 program in which i prepaid for a year of shipping. second, I'll take a print out of my order history since I have orders that are still within the return period. third, I'll need a letter stating that the issue with order ********** has been resolved and NO money is owed. The full order was retuned and received July 20, 2023.

  Customer Answer

  Date: 08/23/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 08/24/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. We have reviewed your order, and are sorry for the confusion. For standar orders, for accounting purposes, we must first settle any failed charges before we can process a refund. As this was for a Personal Shopper order, we will be considering this matter closed at this time, and will not be charging you for the returned items on this account. Thank you for allowing us to take a look. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:07/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/26/2023

  Dear ****,
  Thank you for allowing us to review. We are happy to assist. We apologize that the ***** GG Marmont Small Matelasse Leather Crossbody bag you recently purchased from us was damaged after it arrived. We would like to provide some additional insight into your concerns. 
  At Gilt, we stand entirely behind the authenticity of our products and work diligently to offer high-quality authentic products at a great price to our valued members. Periodically, we purchase merchandise from trusted independent suppliers and not directly from the brand owner. This means that some of our items may not arrive with original packaging or dust bags, but it allows us to provide our members with the best prices for our authentic luxury items. 
  Though we stand by the authenticity of the ***** bag, since you were not satisfied with your purchase, we would be more than happy to offer you a return for a refund on this item. This label will come directly from ****************** Be sure to check any spam or junk folders, as emails like these can get filtered out. Once your return arrives, we'll issue a refund to your original form of payment (this can take **** business days from the date it is received.) 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 07/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/16/2023

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

  Customer Answer

  Date: 07/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

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

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

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

   

   

  Business Response

  Date: 08/09/2023

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

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/16/2023

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

• Initial Complaint

  Date:07/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/14/2023

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

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

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

  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 07/26/2023

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

  Customer Answer

  Date: 07/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Which orders? Everything was returned. 

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

  *******

   

   

• Initial Complaint

  Date:06/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/22/2023

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

  Customer Answer

  Date: 06/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

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

  *****

   

   

  Business Response

  Date: 07/06/2023

  Dear *****,

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

  Sincerely, 

  Customer Service

  Customer Answer

  Date: 07/12/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I am unsure why the ***** location is changing their story. Therefore, I will visit the ***** location AGAIN and speak with the manager AGAIN regarding this matter. If **** needs to get involved again, I will follow back up with ****.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****