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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:03/10/2025

      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.
      Never received. Never heard from. Feb 6th No shipping information.. nothing.. where's my order

      Business Response

      Date: 03/20/2025

      Dear *******, 

      Thank you for reaching out! After reviewing your complaint we have been unable to locate with the email you provided. The order number you submitted is not linked with us. Reviewing your screenshot, this was placed with a company named "Gultt" which we are not affiliated with in any way. We are ********. We suggest you reach out directly to the company that you placed your order with for additional support. 

      Sincerely, 

      Member Services 

      Customer Answer

      Date: 03/24/2025

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

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

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

      FAQ

      Regards,

      *******

       

       

    • Initial Complaint

      Date:03/05/2025

      Type:Service or Repair 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 purchased earrings from gilt order number ********** They sent me a ****** I mailed back the item weeks ago They have received it yet I get no refund I called multiple times they said they are doing it but never do I tried to call today was on hold 25 mins no one picks up.Asked to speak with a supervisor before none available and asked for a call back no one called. I would like my refund asap I dont know what else to do

    • Initial Complaint

      Date:02/24/2025

      Type:Sales and Advertising 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 returned my Gilt order due to the item being damaged when I received it. they provided a free shipping label. I mailed the item back via ****** I received an email notification on 10/18/24 that my return was received by Gilt and the refund would show on my original form of payment within 3-5 business days. I have since followed up three times and have not received my refund.

      Business Response

      Date: 03/01/2025

      Dear *******, 
      Thank you for allowing us to assist, we were happy to review. Looking into this, we were first notified of your concerns at the end of January 2025. Your initial refund failed and we requested an alternate form of payment. We were happy to see that you were refunded $86.31 to your alternate form of payment, and $20 to your Gilt account credit on 2/25/2025. We hope this information helps! 
      Sincerely, 
      Member Services

    • Initial Complaint

      Date:02/11/2025

      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 placed an order for a bag back in December for a bag. The bag never got to me I ended up having to file a ***** claim because neither Gilt or Afterpay would help me with this issue. I filed a claim with ***** and they could only reimburse me $100 on an item that was $473 because this company doesnt issuer their items to cut cost and gave me a $50 credit as if that was suppose to do anything. Cheap a** company.

      Business Response

      Date: 02/21/2025

      Dear ********, 

      Thank you for allowing us to assist, we were happy to review. We have thoroughly reviewed the matter and, upon investigation, we can confirm that we have proof of delivery from our carrier. We also considered the possibility of offering an exception in your case; however, we found similar claims of delivered item that were not received. Based on the available information, we regret to inform you that we are unable to provide a replacement or refund at this time.

      Sincerely, 

      Member Services 

       

    • Initial Complaint

      Date:02/08/2025

      Type:Service or Repair 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 placed an order after previously receiving a credit due to not receiving an item previously paid for. After paying to expedite the order for $17.99, I received a completely different item than what was ordered. The purchased earrings never arrived and instead it is a shirt pin by the same designer. I contacted gilt 30 minutes after it arrived to only be told they will create a return label but the issue will have to be resolved on the backend with no expected resolution date, which is unacceptable. When I inquired about receiving the item I actually paid for and having it expedited in time for an upcoming vacation, I was told they couldnt because the item is probably in the wrong place. To make this worse, I asked to only have my expedited shipping fee refunded and the item and was told because I received something by the expected date, they wouldnt be able to. But, she could give me a $10 credit on a $230 order. So, as a consumer Im being penalized twice ($80 store credit wasted + not getting any true resolution) because you all did a puss poor job but its okay because it made it on time? I want my money back including the shipping fee or the item I paid for sent to me overnight to receive by 2/11/25.

      Business Response

      Date: 02/19/2025

      Dear ******, 
      Thank you for allowing us to assist, we were happy to review. We apologize that you received the incorrect item. We have refunded the expedited shipping on 2/19/2025, as you did not receive the item you ordered. We have confirmed that the correct item is not available, and were happy to see that a previous representative provided you with a return label. Once we receive the item back you will receive your refund within in 7-10 business days. 
      Sincerely, 
      Member Services

      Customer Answer

      Date: 02/20/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ****** *****

    • Initial Complaint

      Date:02/06/2025

      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 ordered a pair of sunglasses (Burberry Women's 4388U 55mm Sunglasses) in the color multi but instead I received the wrong color. **************** is absolutely horrible and offered no solution. I just want the correct product.

      Business Response

      Date: 02/18/2025

      Dear Mahlia, 
      Thank you for allowing us to assist, we were happy to review. We apologized you received the incorrect item. We are currently looking into what caused this to happen, as it could be due to an error in packing, or could be an error with the listing on our site. While we review we are unable to offer a replacement, as we may not have the correct item available. We were happy to see that you were provided a return label, to be refunded for the incorrect item. Once we receive the item back your refund will be processed in 7-10 business days. 
      Sincerely, 
      Member Services

    • Initial Complaint

      Date:01/27/2025

      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 placed an order for a Predire Paris LED Treatment Mask with Cleanse for $119.07 with order #********** on December 5, 2024. I received the order on Dec 14, 2024 and immediately contacted customer service as the product would not turn on and is defective. I submitted a service ticket ******* on Dec 17, ************************************* a replacement (working product). They did not respond to send a replacement or issue a refund.I submitted another new service ticket ******* on Jan 7, 2025 with instructions to ship back the defective product via ***** on 1/7. It now seems to be stuck in in transit and has not been delivered via ***** Surepost and there is no way file a ***** claim with this prodiver. The ***** tracking number is: **********************. **** is saying that they will not issue a refund until the product is returned.I am asking for a full refund of my order as I have shipped the product via their requested shipping channel for a product that is defective and did not work.Return details sent to Gilt:Order: Order #********** Description: Predire Paris LED Treatment Mask with Cleanse Damage/Defect: The product doesn't turn on. The controller isn't working to turn on the mask.Shipping: There was no visible damage to the box during ***************** are attached Requested resolution: Please provide a refund. I previously requested a product replacement however it was never received.

      Business Response

      Date: 02/05/2025

      Dear *****, 
      Thank you for allowing us to review. We are happy to help! We apologize that your received a defective product! As this item was being returned to one of our *************** we did require for it to be received and processed before a refund could be given. We were happy to see that the refund for the item was processed on 2/1/2025 to your original form of payment. Please allow 3-5 business days for this to reflect on your statement. 
      Sincerely, 
      Member Services

    • Initial Complaint

      Date:01/23/2025

      Type:Delivery 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.
      Dear BBB,I am filing this complaint against **** regarding a recent issue with a missing item worth over $800. The only evidence I have to confirm the package was delivered is a photo from ***** showing the package on my front porch. However, I was out of state traveling at the time and the item was supposed to arrive on January 15, the day I returned home. Instead, the package was delivered on January 14 and left sitting on my porch for over a day, during which time I was not home to receive it.When I contacted **** customer support for assistance, I was advised to reach out to my financial institution to dispute the charge. However, when I asked what specific information I should provide to them, I received no helpful response. Additionally, I inquired why a signature wasnt required for an item of such high value, but my question was dismissed, and the representative abruptly ended the chat without offering any resolution. It felt as though Gilt was essentially placing the entire responsibility on me due to the ***** photo, leaving me without any support or viable recourse.I find this level of customer service unacceptable, especially given the value of the item. I am requesting clarification on ***** policies regarding signature requirements for high-value items, and I am seeking a fair resolution, whether that be a replacement or a full refund for the missing item.Thank you for your attention to this matter. I trust that BBB can assist in facilitating a fair resolution.

      Business Response

      Date: 01/31/2025

      Dear ****. 
      Thank you for allowing us to review. We are happy to help! The shipping estimate upon checkout helps to provide a rough time frame of when your package will arrive, and is not a guarantee as a variety of factors can speed up or delay the delivery process. As we successfully delivered your package to the shipping address on file, we typically would be unable to process a refund.  However, as a one time exception we have processed a full refund of $858.12 to your Gilt account credit. Please allow up to 48 hours for this to reflect on your account. 
      Sincerely,
      Member Services

      Customer Answer

      Date: 02/03/2025

      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:01/21/2025

      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 placed an order on Jan 10 for two *** Yellow Ticket. The order is said to have been shipped, but I have never received the tracking number. The order tracking page also says estimated delivery time is Jan 11. But today is Jan 21, and I still didn't receive the order.I have contacted customer service a few times but didn't get any useful answer.I would like delivery of the order. If the item is to be delivered electronically, please resend it to ************************* If the item is to be delivered via mail, please give me a tracking number.If the item cannot be resent, I would like a full refund.

      Business Response

      Date: 01/31/2025

      Dear Chenying, 
      Thank you for allowing us to review. We are happy to help!  We apologize that you have not yet received your voucher code. We have manually resent this to your email on file with Gilt. This was resent on 1/30/2025. We hope you enjoy your purchase! 
      Sincerely, 
      Member Services

    • Initial Complaint

      Date:01/20/2025

      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.
      On 1/9/25 I purchased and paid for an item on ******** in the amount of $590.77 Order#**********.I was sent a confirmation email for the purchase and another email with tracking information stating the item would arrive on 1/16/25. On 1/11/25 I got an email stating that the order had been canceled due to a mistake. I then went on the website and see the item reposted at a high price. This is a disgusting and unethical business practice. I purchased the item and paid for it and should still receive it. The resolution I would like would be to receive the item I paid for.

      Business Response

      Date: 01/27/2025

      Dear *****,
      Thank you for allowing us to review. We are happy to help! We understand your disappointment. When the Chanel Black Quilted Lambskin Leather Bolero bag was added to our site, the price was listed incorrectly. The actual listed price of the item is $5,550.00. Based on our Terms of Use, which you can view here (**********************************************************************), if the correct price of a product is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel our order and notify you of such cancellation. Due to the amount of the price difference we cancelled the item. We hope this information helps you to understand our process! 
      Sincerely, 
      Member Services

      Customer Answer

      Date: 01/28/2025

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

      Nothing was offered as a solution, just that a mistake was made and that a purchase can be cancelled whenever.  How is this ok? I paid for an item and it was sent tracking information.  The mistake was made on your end and should have been honored.  

      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,

      *****

       

       

    Gilt Groupe, LP is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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