Online Retailer
Gilt Groupe, LPThis business is NOT BBB Accredited.
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Important information
- Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 3/27/2025
BBB shared the findings and recommendations with Gilt Groupe, LP
The findings appeared to show:Product Quality Issues: A significant portion of the complaints centers around product quality, including reports of receiving damaged goods or items not matching their descriptions on the website.
Delivery Delays: Many customers have expressed dissatisfaction with the timeliness of deliveries, indicating a recurring problem with logistics.
Customer Service Challenges: A noticeable number of complaints highlight poor customer service experiences, such as difficulty reaching support, inadequate responses, or unresolved issues.
Return/Refund Process: There are numerous complaints regarding the complexity and inefficiency of the return and refund process, where customers have experienced delays or confusion.
Gilt Groupe, LP on 4/16/24 responded to BBB with:Return and Refund Process: We understand that it can be frustrating for our Members wanting to return items and feeling like they are not getting their service expectations met, but it is always our intention to make this process as easy for Members as possible and to get them resolution. However, we are a flash sale/off price company where our inventory is constantly being turned over and we buy in limited quantities. This does not allow for exchanges very easily as the items are usually not available in alternate sizes or colors but does allow us to offer amazing deals on high end fashion and home goods. It also means that we need to put returned items back into inventory quickly to allow other Members access to these high demand/low quantity items. As a result, in early 2024 we reduced our return window from 30 days to 21 days to quickly put these items back in stock. We did grandfather in any purchases prior to that change and allowed for extended returns for customers for about 60+ days after that policy change and still do offer exceptions based on individual circumstances. Our returns policy is clearly outlined on our site in our “Help” section under “Our Return Policy.” This section outlines our return window for returnable items, 21 days from the shipment date. This section also outlines the refund options for returnable items, if they choose Merchandise credit they can return the item without a return shipping fee (this is similar to the policy of many other online retailers), or to original form of payment with a deduction of our $11.99 return shipping fee. Also outlined are the refund timelines, which is 3-5 business days for merchandise credit and 10 business days for original form of payment (this is dependent on the customer’s banking institution as we issue credits at the time we receive the item back). This help article also explains that items marked as “Final Sale” are not eligible for returns and explains that this information can be located in the product description on the site, as well as on the packing slip. Though Final Sale items and items outside of our return window are considered non-returnable, we do provide our members with exceptions based on the individual circumstances but generally offer each Member a onetime exception no questions asked as long as the item is in original condition and in original packaging. Though not ideal, at times we have to deny both late returns and final sale returns due to multiple requests/abusive behavior on the part of the customer.
Delivery issues: Receiving merchandise in the timeframe provided, in excellent condition is key to an amazing experience. To meet these expectations, Rue Gilt Groupe utilizes multiple shipping partners, including FedEx, DHL and the USPS. Our members can view tracking information and updates through their account, including any proof of delivery provided by the shipper. We have revised our policy regarding packages that are shown as Delivered by the carrier and the Member claims they have not been received. If we have visual confirmation that the package was delivered to the correct address, we consider this theft and direct the Member to local law enforcement resources. If we determine that a package has been delivered incorrectly, we do provide a full refund. Each of these situations is reviewed individually and exceptions to this policy are granted based on member relationship. We also further clarified our relationship with After Pay as a third-party payment system. With this relationship, any orders placed on Gilt using After Pay, that were claimed as not received after proof of delivery were directed to dispute the charges with their financial institute as we had successfully delivered the package.Customer Service Issues: Our goal is to provide above and beyond service for all of our Members and to resolve any concerns timely and to the satisfaction of our Members. We know that our Members have a choice in where they shop and we look for our Customer Service to be a reason they come back to shop with Gilt again. In addition to a comprehensive library of online help documentation and a chat bot, Members can call, email, or utilize our messaging service to obtain assistance. In 2024, 83% of email outreach was responded to within 24 hours. We continue to enhance our self-service options to allow our members 24 hour support. Associate level responses are monitored by the leadership team to ensure that we are providing excellent service to our Members, and coaching is provided regularly to our team regarding wins and opportunities and focusing on continuing to provide an above and beyond experience. In addition to regular coaching, the leadership team partners with our training team to provide continued refresher training, this training content is driven by trends in our contact volume, contact types that have higher than expected resolution times or member feedback, among other feedback loops.
Complaints
This profile includes complaints for Gilt Groupe, LP's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 120 total complaints in the last 3 years.
- 42 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/01/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought an item, returned it, and got ****** in my account as credit instead of a full refund. In addition, I paid extra money for free shipping and cancelled my subscription and never got my refund.Business Response
Date: 11/06/2022
Dear *******,
Thank you for allowing us to review. We are happy to assist. After reviewing your account, we see that this order was placed in July of 2019, and a label was provided on 7/23/2019. The item was returned to us in September of 2021, which is outside of our 30 day return window. As you are a valuable member we refunded the item to your Gilt credit. Since this was returned outside of our return window, we are unable to reverse this credit to your Credit card.
The shipping membership you are inquiring about was a year of free shipping which you placed on your account on 4/8/2019. Due to the age of this one year membership, and that it was used on your subsequent order, we are unable to refund at this time.
Sincerely,
Customer ServiceCustomer Answer
Date: 11/07/2022
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.
[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.
Please send over a credit or refund for that amount of free shipping. Please take care of this, I never needed the year of free shipping and I don't use Gilt.Please, please send over a refund.
Regards,*******
Business Response
Date: 11/08/2022
Dear *******,
Thank you for your response. The Free Shipping membership, Gilt Unlimited Annual, was purchased on 4/8/2019, and was used on the following order. As the membership was purchased over 3 years ago, and was used, we are unable to refund. We apologize for the inconvenience.
Sincerely,
Customer ServiceCustomer Answer
Date: 11/09/2022
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.
[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.The order that the item was used on an item that went missing. Please refund this shipping fee.
FAQ
Regards,*******
Initial Complaint
Date:10/29/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had purchased a bracelet for $99 that was defective, the clasp wasn't working right. I reached out to customer service and they sent me a return label. On Sept 29 I received an email from **** stating they had received the bracelet and they were going to issue a credit to my debit card. I have reached out to them on 4 different occasions regarding this credit and I keep getting the run around. The bracelet was $99 plus tax, $106.54. Thank you and I look forward to hearing from you. ********************************* Order number from Gilt is #**********Business Response
Date: 11/02/2022
Dear ********,
Thank you for reaching out and allowing us to review. I am happy to help. The information you attached was helpful as it appears the tracking information did not automatically trigger the refund once we received the item as designed. I have manually pushed the refund through in the full amount of $106.24. Please allow 3-5 business days for this to appear on your financial statement and we apologize for the time spent on this.
Sincerely,
Customer Service
Initial Complaint
Date:10/28/2022
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order number is #**********. I had returned the item weeks ago, and the merchant had received it on October 10. The return confirmation email stated that a refund would appear within **** business days, yet I have still not received my refund. It has been 14 business days at this point.Business Response
Date: 11/04/2022
Dear *******,
Thank you for allowing us to review. We are happy to assist. The email you received 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 our fulfilment center. As this item was not received by our fulfillment team we are unable to refund for this order.
Sincerely,
Customer ServiceInitial Complaint
Date:10/22/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a very expensive diamond ring from here. Upon arrival, which also had very delayed shipping, I didnt like the ring. Immediately after it was in my hands, I returned it. Beautiful ring, just to much for me and the price, way too much. I was trying to give myself a nice push present after having my baby boy. **** returned and after nearly four weeks of no one replying about where the refund was, I disputed the charge with AMEX. I immediately heard from **** at that point, who stated the refund was denied because I altered the ring. I did no such thing and feel scammed. Fast forward to today, they have still had this ring for over a month, with no tracking number back to me. The ring is an infinity ring and clearly states it cannot be resized. This is a total nightmare and I just want a refund as the site originally promised. Ridiculous to be accused of altering the ring just so they dont have to resale this expensive ring.Business Response
Date: 10/26/2022
Dear *****,
Thank you for allowing us to review. We are happy to assist and provide additional insight. As the item was not received in original condition, we are unable to accept the return. We see that the ring is en route back to you via tracking number ************. Pictures of the alterations that were seen on the ring were provided to you via email on 10/26/2022. We apologize for the delay in receiving this information and we hope this helps!
Sincerely,
Customer ServiceCustomer Answer
Date: 10/26/2022
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.
Why would I go through so much trouble of trying to get my money back if I did resize the infinity ring they are mentioning. I finally received photos of what they said I did, but I do not. They had the ring in their possession for over four weeks. Whose to say this isnt something they did to ensure the ring was silk. This is a $5k ring and I did nothing to it. I received it and returned it back. What are the chances that it was missed and someone else altered this or its just a scam that I have fallen into. This is ridiculous that they can just make up these lies to stick me with ring I didnt want. At this point I want a refund, as Im an honest customer being accused of something I didnt do. I just had a baby and bought this as a push present to myself, sadly it wasnt the right one for me and now its been a nightmare.
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,Lauren
Business Response
Date: 11/06/2022
Dear ******,
Thank you for your response. We understand your disappointment with our return policy, and would like to add some additional insight. All returns must be received in the original condition. When we receive returns, the item are reviewed by our team in the fulfilment center, to make sure they comply with our return policy. As the Brand partner made us aware of the damage upon their receipt of the item, and the item has since been returned to you we are unable to process a refund at this time.
For more information in regard to our return refund policy please see this link: https://help.ruelala.com/hc/en-us/articles/360009796773-Our-Return-Policy
Sincerely,
Customer ServiceInitial Complaint
Date:10/15/2022
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a pair of ***** sunglasses on 9/24/22 for $165 from GILT. The package was shipped on 9/26/22 and to arrive in 5 - 10 business days. It is now 10/15/22 and still no item delivered. I called GILT on 10/11/22 to inquire on the status and requested that a replacement pair be overnighted since there were zero tracking updates via ****** I was told I had to wait until 10/13/22 in order for that to be possible. I waited for the item - still hopeful that it would come. Today is 10/15/22 and I still dont have an order. I called customer service AGAIN and asked that I be refunded my money and was told they cant as the order is on its way. Instead of refunding me my money the offered a $25 credit. This has been a horrendous customer experience and Ive spent numerous hours tracking an item that they simply could have replaced via overnight shipping (which now on 10/15/22 isnt an option because they are out of stock). I want my money back and will never order again from GILT.Business Response
Date: 10/23/2022
Dear ******,
Thank you for allowing us to review. We are happy to assist. We are happy to provide additional insight into the delays you experienced. When you contacted us on 10/3 we advised if the item had no more tracking updates we would refund you as the package would at that time be considered lost in transit. When you contacted us on 10/15, the package had recent tracking updates and had began its movement toward you again. Per the tracking the item was delivered on 10/17 and is now able to be retrieved from your PO box. We hope this information helps!
Sincerely,
Customer ServiceInitial Complaint
Date:10/13/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 05/22/2022 I made a purchase through Gilt.com Order # ********** for $ ****** which I decided to return within the company's return policy. I received a return label from Gilt.com and took the item to ****** On 06/22/2022 I received and email from Gilt.com that my item has been received by their warehouse and a refund will show on my account in 5-7 days. I contacted Gilt.com customer service in August cause my refund was not posted in my account and I was told to wait 3-5 days for it to show in my account. I contacted their customer service again in September and now in October and there still no refund for my return. Today I was told that the claim is too old and there is nothing they can do about it hence I am contacting the BBB to seek help on this matter. I have proof which I can provide at anytime of the item being received by Gilt.com warehouse Please feel free to contact me with any question or concerns.******* and ***************************** ************Business Response
Date: 10/18/2022
Dear *****,
Thank you for allowing us to review. We are happy to assist. We were unable to confirm that the item was received by our fulfillment center. In addition, due to the time frame since the return label was issued, we are unable to process a refund for this order.
Sincerely,
Customer ServiceCustomer Answer
Date: 10/19/2022
I do reject the reponse from Gilt. Attached you will find an email from **** stating having the item at their warehouse. On their response they are stating item was never received but the attached email says oterwise.
Regards,*****
Business Response
Date: 10/26/2022
Dear *****,
Thank you for your response! We are happy to provide additional information. The email you received 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. As this item was not received by our fulfillment team, as well as the amount of time that has passed since the label was made, causing the label to no longer be trackable by *****, we are unable to refund for this order.
Sincerely,
Customer ServiceCustomer Answer
Date: 10/28/2022
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 do not accept the response from the merchant, these are some of the reasons.
1- Item was returned using the label provided by the merchant, if item was not received or noted received by their warehouse I have no control on this.
2- I spoke to a customer service representative back in August to claim the refund and I was told to wait 3-5 days to receive such refund.
3- Merchant should not send an email advising the item has been recieved by the warehouse as attached to this email and then retract themselves by saying this email if computer generated.
Regards,
*****
Initial Complaint
Date:10/04/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought through Gilt.com eight large Maine lobster tails from Got ********************* on July 27, 2022. Payment of $159.99 was deducted for payment on July 28, 2022. Gilt Order # **********. Got MaineLobster, *********************************** claims they cannot find this order. Gilt.com claims they sent them the funds. Neither party will reimburse my money nor deliver the lobster order. According to ****, I should have receive my order by Arrival 5, 2022. I have gone back and forward with both companies. Neither one has attempted to resolve this issue. I have talked to them by phone on several dates. Now GotMaineLobster ignores me, and **** says they paid them. The problem is not with them.Business Response
Date: 10/08/2022
Dear *******,
Thank you for allowing us to review. We are happy to assist. We are so sorry for the frustration you have had with your Get Maine Lobster voucher purchase. After reviewing your account details, we see that this voucher was refunded in full on 9/1/2022, in the amount of $159.99 to your PayPal account.
Sincerely,
Customer ServiceCustomer Answer
Date: 10/11/2022
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 disagree with the response from GILT regarding the above complaint for the following reason:
When I was attempting to resolve the matter, getting the order of 7/22/2022, I called GILT and talked to one of their representatives, Supportable, their rep was going to correct the situation. Instead, they charged me an additional amount for a new order on 8/18/2022. Order No. 1139771294. Since this was their mistake, they reimbursed me for their mistake and were going to correct whatever the error was on the original order.
I never received the Lobsters order nor was I reimbursed for the original order, # *********. The original order is what I am owed.
Thank you,
*************************Business Response
Date: 10/14/2022
Dear *******,
Thank you for providing the additional information. We refunded you for order number ********** on 9/1/2022 in the amount of $159.99 to your original form of payment. Your subsequent order of ********** is a voucher. To redeem, please go to allfreshseafood.com select the package purchased and add your custom voucher code at checkout. Gilt does not provide the lobsters for this order, but rather a voucher to be redeemed on our ************** site. We hope that this information helps.
Sincerely,
Customer Service
Gilt Groupe, LP is NOT a BBB Accredited Business.
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