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Business Profile

Online Retailer

Gilt Groupe, LP

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Important information

  • Customer Complaint:

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

    BBB shared the findings and recommendations with Gilt Groupe, LP

    The findings appeared to show:

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

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

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

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


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

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


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

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


Complaints

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

Find a Location

Gilt Groupe, LP has 3 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/07/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On January 20, 2023, I placed an order on Gilt.Com (Order #**********) for ******* RB4171 54mm sunglasses. On January 24, 2023, I received the wrong order. I was sent the ******* RB3016, instead for the ******* RB4171. I informed **** customer service immediately, and sent the order back on January 25, 2023 with the shipping label provided by customer service. On February 4, ************************************************** I was informed today, February 7, 2023, that the item that was sent to me, from Gilt, is not their product, but claims it was never received to their fulfillment center. I was also informed that I would need to contact my bank to dispute any charges, as I would not be receiving a refund. How could this be? I notified **** immediately, that I had received the wrong order, and when I send back what was sent to me, ** told that the item is not from their company. Every response from customer service has been from a different person, with a different response. I have never received the correct order, and have been denied a refund.

      Business Response

      Date: 02/16/2023

      Dear *******,
      Thank you for allowing us to review. We are happy to assist. We have confirmed with our Brand Partner who fulfilled this order, and they have confirmed that they have never had the RB3016 in the particular ******** size that you returned in stock. Therefore it is not possible that it was sent to you mistakenly from this order. We have sent the glasses back to you, as we can not accept this item as a return. 
      Sincerely, 
      Customer Service

      Customer Answer

      Date: 02/21/2023

      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.

      FAQ

      Regards,

      *******

       

       

    • Initial Complaint

      Date:01/23/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      1/23/2023 **** advertises in many venues but you cannot shop there without giving them your email address. Is it legal to force a personal email so they can advertise and fill up my space with their ads ?

      Business Response

      Date: 01/31/2023

      Dear Silver. 
      Thank you for allowing us to review. We are happy to assist. Gilt is a members only site, that requires an account to be created before shopping. This allows you to make the most of our exclusive deals! 
      Sincerely, 
      Customer Service

    • Initial Complaint

      Date:01/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order in October 2022 for 3 dresses by *******************************. None of the 3 dresses fit and so I started the return process. By December, I realized I had never received a refund. I called customer support and she said their records showed I never completed the label return and it did not ship. I told her I went to ***** and I had taken a picture of the packing label, which should serve as proof I did my part in completing the return. I asked if there was an email address so I could send the picture. She said I would need a letter from ***** stating they lost the package before **** would continue the return process. What is the likelihood that I can get such a letter from *****? I don't understand why they will not even entertain looking at my documentation before just deciding that they cannot process my refund. I think this is an excuse to delay to the 4 month process so they can keep my ****** and still resell the 3 dresses that I returned. Shameful!!

      Business Response

      Date: 01/18/2023

      Dear *****, 
      Thank you for allowing us to review. We are happy to assist. We have confirmed with our Returns team that the three dresses were not received by us. As these items were not received, and there is no movement on the  tracking information for the return label we provided, we are unable to process a refund for these items. 
      Sincerely,
      Customer Service

    • Initial Complaint

      Date:01/06/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a regular Gilt customer over the years, spending over $16,000 with this company. I purchased a gold bracelet to replace one I thought I had lost costing $1299 plus tax. I found my original bracelet, so when I received the bracelet from Gilt on November 4. 2022, I immediately packed it back in the box and shipped it back. I didn't even remove the bracelet from the box. My order number is **********. I received an email from **** acknowledging the receipt of the item on November 15, 2022. I did not receive a refund so I called for the first time around December 5. 2022. I then received a series of emails advising me that I wouldn't get a refund because the bracelet was not in the box. I received further emails from all different people then telling me that they knew the bracelet was not in the box because the "supplier" advised that the bracelet was not in the box. When I asked for pictures of the empty box, I was told that there were no pictures, and to take it up with my credit card company or Fed Ex. Of course both of those entities told me that I had no recourse since the bracelet was in the hands of a third party (more than one third party, apparently, since the box was transferred to a supplier. Without a picture proving the bracelet was not in the box upon receipt, and given how I never even took the bracelet out of the box, this is a fraud, and there is no proof that I did not return the bracelet. Also, if you received an empty box, wouldn't you reach out to your customer to advise with a picture of the empty box? Instead, I only heard about this after inquiring about a refund, and then receiving a series of emails from different people admitting there was no proof I did not include the bracelet in the box, but that there would be no refund. With the amount of money I have spent with this company you would think a loyal customer is believed rather than a supplier that has no proof that the box was empty. I did not return an empty box.

      Business Response

      Date: 01/07/2023

      Dear *****, 
      Thank you for allowing us to review. We are happy to assist. We apologize for the inconvenience. In most cases, if an item is not received by our fulfillment center, we are unable to refund. As you are a loyal member, we are happy to refund you for the bracelet. Please allow 3-5 business days for the refund of $1,433.24 to be processed to your original form of payment. 
      Sincerely, 
      Customer Service

      Customer Answer

      Date: 01/09/2023

      [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:12/13/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, I have made an online purchase at this store, they have an option that if the product is not there, you put it in a box and when they have it, they charge your card and send it to you, this is what I have done, I put on some shoes and after 2 or 3 days they sent it to me and charged $945.00 from my credit card, I received the shoes and they were completely different from the ones I ordered, I have communicated with them via email and they have They told me to send the product back, the next day they have sent me the same boots again which I did not ask for and they have charged me $954.99 from my credit card again, I have contacted them again and I have not received a response

      Business Response

      Date: 12/21/2022

      Dear ***************** 
      Thank you for allowing us to review. We are happy to assist. After reviewing your account, we see that the first order, number **********, was a normal order placed by you on 11/28. The following order, number **********, was a Must Have it order that shipped once the item came into stock. We were happy to see that you have been provided a label to return the second pair of boots for a refund. 
      Sincerely, 
      Customer Service

      Customer Answer

      Date: 12/21/2022

      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 never said that I did not make the first order, yes I did but you sent me a product that was not the one I ordered, they have charged me for shipping and it was your mistake, I never made the second order because I cannot having the same item 2 times on the waiting list, you sent me the first wrong item and after 3 days they sent it back to me, that is impossible, if you say that it was so, then send a proof in which I made that order , return my money to my account exactly the same amount that they charged because I do not have to pay shipping and pay again to return it when it is your mistake

      Business Response

      Date: 12/27/2022

      Dear ********, 
      I see that the boots from order number ********** are in transit back to us. Once we receive these boots we will process your refund. Please allow 7 to 10 business days once we receive the item to see your refund. We received the boots from order number ********** back and have processed a refund to your original form of payment on 12/20/2022 for the amount of $935.01. As you received the incorrect item, we have processed a refund for the return shipping fee as well on 12/27. Please allow 3 to 5 business days for this to reflect on your statement. 
      Sincerely, 
      Customer Service

    • Initial Complaint

      Date:12/13/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with Gilt on July 25. Upon placing the order, I got an email confirmation with no shipping information. I emailed Gilt customer service seeking shipping confirmation, which they never responded to my email. I emailed back several times, seeking information about my order. **** never responded to a single email. Months later, I have not heard a single thing back from them and I have never received my order. I need a refund for my full purchase price.

      Business Response

      Date: 12/20/2022

      Dear ******, 
      Thank you for allowing us to review. We are happy to assist. After reviewing our contact records I see that you emailed us on 8/7 and 8/11 of this year. We responded to each of these emails asking for additional information to verify your account. We ask for this information to ensure that our customers information is protected secure. As we did not receive a response to these emails, and have received no other contacts in the 4 months since,  we are no longer able to investigate this issue and provide a refund. 
      Sincerely, 
      Customer Service

    • Initial Complaint

      Date:12/05/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear BBB,- I purchased the item ****** Housebit **** Mini Leather Shoulder Bag" in on July 16, 2022. The amount I paid was $2,087.18 including tax. Order #: ********** - Gilt stated on their website: "Gilt stands by the authenticity of every product sold on our site."- In late November 2022, I sent the item to **** for authentication check, because I haven't been using this item and wanted to sell it on ****. To my surprise, ****'s authentication center returned the item, and confirmed it didn't pass the authentication check, and is a counterfeit. - I called Gilt, the business, to request that I return this item and get refund, because they sold me a counterfeit, not an authentic item that they promised customers. - I called Gilt several times and followed up with calls again with my request and concern, but the replies from the business were the same: **** rejected my request to return the item and get refund, even though they sold a counterfeit to me.- Order #: **********

      Customer Answer

      Date: 12/19/2022

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

      Business Response

      Date: 12/21/2022


      Dear *****, 
      Thank you for allowing us to review. We are happy to assist. 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. 
      While the ***** shoulder bag is authentic, if there were any customer satisfaction concerns with our merchandise, we provide our members with ************************************************************************************ every possible. As this item was purchased on 7/16/2022, we are not able to accept this as a return or offer a refund at this time. We apologize for any inconvenience this may cause. 
      Sincerely, 
      Customer Service

    • Initial Complaint

      Date:11/22/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have purchased a cosmetic product on Gilt website, for which it has turned to be a counterfeit product.After persistent refusal of Gilt customer service to accept return of the product and to issue me a refund, they have finally accepted a return, and I have returned a product.On October 27, 2022 I have received a confirmation email from Gilt that they've received my return: "Your return has arrived at our warehouse. Once it has been processed, you'll receive a confirmation email, and then your refund will be issued. If you selected a refund to your original form of payment, you will see your refund in 7 10 business days."Today is 22/11/22, it's been 18 business days since then, and Gilt still hasn't issued a refund to my original form of payment. **************** ignores my repetitive messages asking them about my refund, and when they reply, they pretend not to have clue what I'm talking about, or actually are that incompetent and really don't have a clue about my issue.**** first sold me a counterfeit product, then rejected to accept my return request, and finally they don't want to issue a refund for returned item!Is it the WORST online retailer, DO NOT buy anything from their website!

      Business Response

      Date: 12/01/2022

      Dear ********, 
      Thank you for allowing us to review. We are happy to assist. After reviewing your order we see that your order was placed on January 13, 2022, and we were first contacted in regard to this issue in October. As a courtesy we created a return label for you and have been working with our Brand Partner to confirm the item was received. We have refunded you $145.05 to your Gilt store credit. This refund is to account credit due to the time frame that elapsed between the purchase and your contact. 
      For more information in regard to our return refund policy please see this link: 
      https://help.gilt.com/hc/en-us/articles/360005934953-Our-Return-Policy
      Sincerely, 
      Customer Service

      Customer Answer

      Date: 12/05/2022

      [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:11/10/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a voucher from gilt.com (order **********) on 6/11. I should get the voucher in email in 24 hours, but I have not received anything after 4 days. I have connected with gilt.com via phone and email, but they were not able to solve it for me. I have not received the voucher and the voucher should be expired for now. I would like to cancel my order and get refund.

      Business Response

      Date: 11/18/2022

      Dear ***, 
      Thank you for allowing us to review. We are happy to assist. After reviewing your account, we see that you have been refunded for this order through a PayPal dispute that you had opened. Please reach out to PayPal for additional information in regard to your refund.
      Sincerely, 
      Customer Service

    • Initial Complaint

      Date:11/07/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made an purchase of "250 credit voucher valid at bodenusa.com" sold by the merchant www.gilt.com on 11/04. the related order number is **********. The voucher should be delivered to the email address, however I never received the order confirmaiton email nor the voucher itself, so I contacted the merchant later on 11/4. At first they replied as I could contact them after 24 hrs so they would resend the voucher to me. I followed their instruchtion and contacted them twice on 11/05 and 11/07, they just ignored my emails, never replied again. By far I can't get their response on this matter and the voucher will only be valid through 11/09, I really don't have much time to waste for just waiting for their action, I insist they should refund the $168 I paid for this order.

      Business Response

      Date: 11/15/2022

      Dear *****, 
      Thank you for allowing us to review. We are happy to assist. We apologize that you did not receive your voucher. As you did not receive it, and you are no longer able to use the voucher, we have gone ahead and processed a full refund of $168.00 to your original form of payment for the voucher. Please allow 3-5 business days for this to reflect on your financial statement. 
      Sincerely, 
      Customer Service

    Gilt Groupe, LP is NOT a BBB Accredited Business.

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