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.

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  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: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,

  *****

   

   

• Initial Complaint

  Date:06/07/2023

  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.

  I purchased a voucher from Gilt. The only way to redeem the voucher was to email ************************** which is the email and instructions listed on the voucher.I emailed the vendor associated with the voucher that gilt sold and received money for 4 times over the course of the month that the voucher was valid, and did not receive a response.I reached out to gilt during the redemption period to explain that the vendor that they had sold me a voucher for was unresponsive and there was no other way to redeem the voucher. They refused to refund me stating the item was final sale even though they provided no path to able to redeem the voucher that they sold me. Below are 2 of many screenshots sent to them that show my attempts to get a response from the vendor, and the instructions on the voucher to redeem.

  Business Response

  Date: 06/15/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. We are happy to provide some insight into this issue! This voucher order was placed on 3/4/2023 and was valid until 5/2/2023. We were not contacted in regard to the issue until 5/3/2023. In the terms and conditions listed on our site, it does state the expiration date and provides the redemption details. Though the voucher has expired, and we cannot process a refund, you may still redeem the voucher for face value at the Jewel ***** Burlesque Show location. You can reach out to the contact listed on the product listing to coordinate. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 06/20/2023

  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. 

  FAQ
  

  This response is disappointing because it is factually incorrect.  At a minimum, here are screenshots from emails sent to gilt on 4/4, 4/17, 4/11, 4/14, and 4/24 that all went unanswered.  This was in addition to filling out the gilt customer service complaint form where I also didnt receive a response.

  Im incredibly disappointed that gilt would claim false information, and that these screenshots are even necessary.

  
  Regards,

  Najeen

   

   

  Business Response

  Date: 06/22/2023

  Dear ******, 
  We apologize that your earlier messages were overlooked. After reviewing further I do see where those emails came through but were not handled or notated. With this in mind, we were more than happy to provide a refund of $65.00 to your original form of payment. We have also processed a $20 Gilt credit to your account as a token of our apology. We will also be touching base with the agents who did not respond to your earlier requests and making sure they are coached appropriately. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair 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.

  In my order, #**********, the website indicates that it has been shipped. I spoked with an online agent, who said that I should have received all items. However, there is one item missing, value of $140 plus tax, CAD. It has been impossible to find someone to help at this company. The item must be lost or not sent, and the company has been unresponsive to providing a full refund. I tried reaching out through their support but the refused to serve ******** clients.

  Business Response

  Date: 05/25/2023

  ***************,
  Thank you for allowing us to review. We are happy to assist and provide additional insight. We cannot assist international customers via our phone support, however we have a special contact email for our international customers that you can use for support, *************************. 
  After reviewing your order, we have processed a refund for the missing, 14K Italian Gold Diamond Disc Studs. Please allow 3 to 5 business days for the refund to process. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 05/25/2023

  A response has been provided by the company,they shipped the item.

  thanks!

   

  [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:05/08/2023

  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.

  Here are the details of events along with backup emails and docs for this dispute:1) Gilt order# ********** (Afterpay# ************) placed 1/28/2023.2) Gilt order# ********** delivered 2/4/2023.3) I emailed Gilt on 2/6/2023 to let them know that they shipped the wrong item.4) Gilt responded 2/7/2023 apologizing for shipping the wrong item and attached a ***** return label.5) I placed a replacement order through Gilt for the same item that I should have received. Gilt order# ********** (Afterpay# ************).6) I continued emailing Gilt to let them know that the return was on its way back to them, and tried to expedite my refund.7) I received an email from Gilt on 3/9/2023 confirming that they had received my return.8) I continued emailing Gilt to see when they would be processing my refund - emails on 3/15/2023, 3/18/2023, 3/20/2023, 3/21/2023, 3/22/2023, 3/23/2023, 3/29/2023, 3/30/2023.9) ***** shows item is delivered, but Gilt warehouse confirms they didn't receive it.At the end of the day, Gilt shipped the wrong item, which I returned to them using the ***** label that they provided. ***** delivered the return to Gilt on 3/8/2023, which **** confirmed receipt of, and then they turned around and said their warehouse did not receive the return. 1, this sounds like an issue that **** needs to resolve with *****, and 2, how were they able to scan in my ** back into their system to generate the return receipt confirmation if they didn't receive the box containing the ** bar code? This is clearly an issue on ****'s side that they need to resolve either internally, with *****, or both. They are refusing to issue a refund for an item that I do not even have in my possession anymore.

  Business Response

  Date: 05/17/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist and to provide additional insight. The email you received stating your return was delivered is an automated email triggered by the tracking number. Once ***** marks a return delivered that email is generated. However before a refund is processed the item must be reviewed by our team in the fulfilment center. 
  WE have reviewed additional information on this order, and have processed a refund of $142.33. The amount of $87.33 will be refunded  to Afterpay, and the remaining $55.00 will be refunded to your Gilt account credit. Please allow 3-5 business days for this to process. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 05/18/2023

  [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:04/05/2023

  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 LED face and neck mask on March 18, 2023. When the product arrived it was clearly used: nothing was sealed, there was a sticky wet film on the face mask and packaging, the packing was broken, and the cords were not wrapped properly, I contacted customer service to ask for a replacement or refund and included pictures. They responded that my pictures were not clear and they would not be providing a refund.

  Business Response

  Date: 04/11/2023

  Dear ****, 
  Thank you for allowing us to review. We are happy to assist. We completely understand your concern. We have reviewed the pictures you provided, and have provided a return label. 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
  
  

• Initial Complaint

  Date:04/04/2023

  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 purchased two handbags from Gilt.com on 3/25/23. Order numbers: 1149783024 ($144.50) and 1148026791 ($59.56). Today (4/4) I received a shipment from the company, but with someone else's order inside the shipping container. The items are legos and includes a packing slip belonging to someone else in CT. I contacted **** customer service via online chat right away to explain the situation and provided a photo of the packing slip. I was informed that I cannot receive a refund and that they will not replace my order with the appropriate items until they receive the items back that were shipped to me in error. Not only am I responsible for returning these items on my own to ****** I can't even obtain the items that I originally ordered or at least my money back. This is horrible customer service.

  Business Response

  Date: 04/12/2023

  Dear ****, 
  Thank you for allowing us to review. We are happy to assist. We apologize that you received another customers order. We understand your frustration. In instances where customers receive the wrong item, we do require them to return what they received before processing a refund. This allows for us to receive the shipment and determine where in the fulfillment process something went wrong so we can prevent issues like this from happening in the future. 
  We do see that you returned the items, and the tracking shows they were delivered on 4/8/2023. Please allow **** business days for this refund to be processed and to reflect on your financial statement. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 04/18/2023

  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. 

  It has been 10 days since you received my return of someone else's order (I NEVER RECEIVED MY OWN ORDER/ITEMS) and I have not received a refund.
  
  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: 04/26/2023

  Dear ****, 
  We have processed a refund for the items you did not receive on 4/26. Please allow 3-5 business days for this to reflect on your financial statement. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:03/24/2023

  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.

  Last month ordered self ******. received wrong product that would not work. emailed company two weeks ago and have heard nothing. sale is final sale but of course should not be for wrong the wrong product. scanned me and won't return money or email me back. will not shop here ever again.

  Business Response

  Date: 03/31/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. We see that on 3/20/2023 we requested pictures of the item that you received so we could move forward with assisting you, but we have not received a response as of 3/30/2023. 
  However, as we understand your disappointment in this situation, we would be more than happy to offer a full refund to your original form of payment, $11.02 to your payment method on file, and $25.00 to **** account credit. Please allow 3-5 business days for this to reflect on your financial statement. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:03/05/2023

  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.

  On February 6, I placed an order for Flowers by *** brand girls' clothing with Gilt. Order **********. One item the blue Flowers by ******* 2x2 Jersey Top with embroidered smiley face which was $25.99 plus tax arrived in the wrong size. The size I received was a little girl size 4 and I had ordered a big girl size Large. I contacted **** and they said they would send me a pre-paid return label (waiving the $9.99 return fee since one item sent to me was sent as the incorrect size) to return that shirt plus two dresses. I returned the items on February 22 all in one package. ***** Tracking **********************. The package was delivered back to Gilt on March 1. On March 2, I received an email from gilt that I was receiving a refund only for the two dress, not that shirt and they charged me $9.99 return shipping when return shipping was supposed to be free. I've emailed them countless times for a refund for the $9.99 shipping plus the $25.99 + tax shirt that was enclosed in the same package and they won't for some reason refund me for the shirt saying the package must still be on the way to them. I'd like the $9.99 refunded to my Amex credit card plus the $25.99 plus tax for the shirt I returned. Thank you.

  Business Response

  Date: 03/08/2023

  Dear *****, 

  Thank you for your patience while we worked on your recent return for Order Number **********. We have refunded an additional $9.99 and $27.13 back to your original form of payment with the information provided. 
   
  Please allow up to 5-7 business days for this to process and appear on your statement. 
  

  Sincerely,

  Customer Service

• Initial Complaint

  Date:02/20/2023

  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.

  My name is ************************* .I ordered ******************* Naga 18K Cuff Bracelet for $749.99 on January 12, 2023, from Gilt .com Order #**********, and mailed it back to them using the smart label they provided to me in about a week. Then February first, 2023 received an email from Gilt .com stating that the return has arrived at their warehouse and that I will see my refund in 7 10 business days. STILL, NO MONEY BACK " Contacted them three times by phone and via online chat. The reply got is " were unable to locate the ******************* Naga 18K Cuff Bracelet being returned to our facility" While it has been confirmed to me by their return facility already.I don't think I have to be responsible if the item was misplaced or just stolen after it's been received

  Business Response

  Date: 02/24/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist.The ******************* Naga 18K Cuff Bracelet was not received by our Returns team. You may have received an automated email triggered by the tracking number from us stating that the item has arrived. Once ***** marks a return delivered that email is generated. However, before a refund is processed the item must be reviewed by our Returns team in our fulfillment center. In addition, we have reviewed the weights and found that there was a discrepancy between the outbound weight, and the weight of the return once it was in *****'s system. For these reasons, we are unable to process a refund for this item, and suggest that your dispute the charges with your financial institution. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:02/09/2023

  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.

  I placed and order through GILT on December 7th for 2 rings. These rings were ordered through my account, but were shipped to my sisters home. The rings were gifted on December 25th, but did not fit, so I opened a return on the 26th, and shipped them out that same day back to GILT. I received notification December 29th stating that the return was received and being processed and a refund would be processed within 7 - 10 business days. I was away mid January - but when I got back the end of January, I realized at some point that the refund had never gone through. I contacted GILT saying that the return was still showing in process and to please advise what the story was. First I was told the return was not received by them (which I had proof that it was). Then was told the rings had actually been shipped back to because they were "damaged". I asked for a tracking # for the return shipment, as stated the order had shipped to my sisters home, so I wanted to follow up with her. I sent 3 emails and got no response. Eventually I spoke with them on the phone and as given a tracking #, but they could not provide any information as to what the damage was or why they were returned. Long story short, I had my sister track down the box and I picked it up from her. Opened the box and took pictures of the rings which are in absolute perfect condition. They have NO damage at all. So I emailed GILT and send pictures over. I followed up with phone calls and was told by their reps that they agree that they see no damage but they would have to speak to their third party partner. Again took days for me to hear back - only to be told last night that they third party partner has said they will not accept the return. No reason as to why. This is completely unacceptable. These rings should never have been returned to me. They are in perfect condition, and I would expect GILT to accept the return and issue the refund ASAP.

  Business Response

  Date: 02/28/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. We see that you were refunded for the rings on order number ********** on 2/15/2023 for the amount of $1,170.46. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 03/01/2023

  [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,
  
  ***********************