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:01/07/2025
Type:Delivery 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.
On Friday, 3 January, I placed an order with **********. Shortly after receiving the confirmation email, I noticed that the shipping address had been changed to an old address I havent lived at in years. This was not the address I entered during the checkout process.Within 30 minutes of placing the order, I contacted ********** via email and phone to request a cancellation. A representative assured me that they were working on canceling the order and submitted an order cancellation form on my behalf. I also filed an additional email complaint as instructed.Despite my immediate efforts to cancel the order, I received an email today, Tuesday, 7 January, stating that the order had been shipped to the incorrect address. This is completely unacceptable. ********** had ample time to address my cancellation request and failed to act accordingly.I believe this reflects extremely poor business practices and a lack of customer care. I expect a full refund for this order, as the shipment was not authorized after my timely cancellation request. This experience has severely damaged my trust in **********, and I will not be doing business with them again.Desired Resolution:- A full refund of the order amount.- A formal acknowledgment and apology for the mishandling of this issue.- Assurance that ********** will implement policies to better handle similar customer concerns in the future.Thank you for your attention to this matter.Business Response
Date: 01/17/2025
Dear ****,
Thank you for allowing us to review. We are happy to help! After reviewing the order, we see that you used ApplePay as your method of payment. When selecting ApplePay as your method it may override the shipping address selected within your Gilt account based on your setting within ApplePay. We apologize for this inconvenience, but see that one of our concierge team members was able to provide you with an exception and refunded you for the unreceived items on 1/17/2025 to your Gilt account credit.
Sincerely,
Member ServicesCustomer Answer
Date: 01/21/2025
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:01/05/2025
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.
The merchandise was not delivered. **** customer service keeps claiming it was delivered while the delivery picture was neither my residence nor the mail room. The carrier Gilt engaged delivered the merchandise to the wrong place and refused to issue a refund or replacement.Business Response
Date: 01/15/2025
Dear S,
Thank you for allowing us to review. We are happy to help! We successfully delivered this package on 12/28/2024. We were able to provide pictures that showed the item was successfully delivered to your shipping address. We were happy to see that you were since able to retrieve the package and create a return label on 1/6/2025. This item has been received and processed by our returns team and a refund was processed to your Gilt account credit on 1/10/2025.
Sincerely,
Member ServicesInitial Complaint
Date:12/29/2024
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.
Based on receiving an incorrect item, a return label and a full refund are required. Although the item is a final sale; the no return policy doesnt apply when its due to negligence.Find below several attachments denoting the situation. Ordered the Missoni ***** **** with with an embroidered patch on the right side coin pocket. Received a Missoni navy blue **** with no front embroidery. Refer to the attached Farfetch photo of style #DS22WI0WBW00JT which matches the tag on the incorrect item we received.Henceforth, to avoid no gift for the intended recipient, we no longer require a replacement; which is probably out of the realm of possibility ********* reiteration, send an expected return label to this email *************** HAS NEVER RESPONDED AFTER SEVERAL ATTEMPTSBusiness Response
Date: 01/07/2025
Dear ******,
Thank you for allowing us to review. We are happy to help! We were unable to locate any previous contacts to us connected to your email address or the order number provided. Please ensure you are contacting us via, **************************** I am so sorry that you received the incorrect item! It was our pleasure to provide a return label so that you can return the item for a full refund. 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 7-10 business days from the date it is received.)
Sincerely,
Member ServicesCustomer Answer
Date: 01/17/2025
[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:12/24/2024
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 placed an order on December 9, 2024 that was to be delivered by December 16th. Since then, the date to be delivered has changed 3 times and now reflects December 30th. However, the shipping carrier, ****, notes that this item is not even in their possession. Ive attempted to contact the company by chat and email to figure out whats going on and have only received generic responses. I then contacted their customer service line after their **** ***, made a bold decision to hang up on me after asking me multiple times for my order number that was given to him and yawning loudly in my ear at the start of the conversation. Putting the effort on a customer in this was after not only spending money but paying for shipping and the item still has not been shipped. I need a resolution and money back for this disappointing experience. Ive spent thousands on this site and cant fathom how a company that wants to stay in business would operate in this way. Completely unacceptable. Looking forward to a prompt response and resolution to this matter as I expect all three desired settlement resolution options to be put in place.Business Response
Date: 01/05/2025
Thank you for allowing us to review. We are happy to help! We see that one of our member services concierge processed a full refund for the item on 12/24/2024, in the amount of $137.79 to your original form of payment. In addition we added a $50 credit to your Gilt account for the inconvenience you experienced.
Sincerely,
Member ServicesInitial Complaint
Date:12/21/2024
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.
******************** bag purchased 12/15/24 for a Christmas present. Item description stated Loulou medium size bag. Size dimensions 12 inches length, height 9 inches, width 4 inches. Bag received 12/17/24. Package opened 12/20/24 in preparation for Christmas present wrapping. The bag is completely wrong size, it is the small. Small dimensions 9 inches length, 7 inches height, 3.5 inches width. Photos attached show the order for Loulou medium bag, pics of wrong bag sent with measuring g tape showing clearly that it is NOT the medium size. I was charged for medium bag. **************** ticket started 12/21/24.Business Response
Date: 12/28/2024
Dear ******,
Thank you for allowing us to review. We are happy to help! We see that one of our concierge team members provided you an return label to return the bag on 12/23. This will have come from a ***************** email. Once the item is returned, you will receive your refund within 10 days.
Sincerely,
Member ServicesInitial Complaint
Date:12/16/2024
Type:Delivery 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.
Package was refused and sent back to shipper. **** has package and is trying to collect money for refused package ***** tracking number ************ package was refused on 12/4 and the shipper received package on 12/9Customer Answer
Date: 12/27/2024
[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:12/11/2024
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.
Dear Better Business Bureau,I am writing to file a formal complaint against ******** regarding a refund issue that has remained unresolved, despite multiple attempts to reach an amicable solution.On December 5, 2023, ******** representatives informed me that my $125 store credit, which I was owed due to a previous return, would be processed back to my original debit card ********* After waiting the appropriate processing time and following up on the status of the refund, I was then informed that this promised refund could not be completed. Instead, ******** unilaterally reverted the funds back into my ******** account as store credit.This action is not only contradictory to what was initially agreed upon but also renders the credit unusable. I have since moved overseas and can no longer effectively use the ******** platform to purchase items, as shipping and residency requirements make this credit of no practical value to me. I have expressed my concerns to ********, yet they have been unwilling to return the funds to my debit card as initially promised.I am seeking the BBBs assistance in compelling ******** to honor their initial agreement and process the refund directly to my original payment method. Their unwillingness to provide a viable solution or to follow through on their prior commitments has caused me both financial inconvenience and a great deal of frustration.I kindly request the BBBs intervention to encourage ******** to rectify this matter and provide a full $125 refund to my debit card. Please let me know if you require any additional documentation, including email correspondence or transaction details. I appreciate your time and assistance in resolving this issue.Sincerely,**** **** ************Business Response
Date: 12/18/2024
Dear Fang,
Thank you for allowing us to review. We are happy to help! The $125 credit balance on your account is from two gift cards that you redeemed in January 2020, one for $100 and another for $25. Gilt gift cards are not redeemable for cash, and therefore we are unable to reverse the credit from these gift cards to your credit card. You can see more information about our gift card terms and conditions here: ****************************************************************************************.
Sincerely,
Member ServicesInitial Complaint
Date:12/10/2024
Type:Service or Repair 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 purchased a ***** belt. It was too big. I called to exchange. I asked to waive return shipping since it was an exchange. She said I would need to get store credit. I said fine I just want to make sure I get the correct size before it sells out. Then she said I see it in your cart so I waive shipping. Ordered new belt but gilt lied and deducted shipping. Sent an email. I was told they would credit my account $15 to cover it. Four emails later and they still havent done it. At this point the principal of gilts nonstop lying is so wrong. **** was the last one from gilt that lied.Business Response
Date: 12/18/2024
Dear Avid,
Thank you for allowing us to assist, we were happy to review. I see that for your most recent order of the ***** belt, you enrolled in our Gilt Unlimited annual program which gives you free shipping for a year, along with other exclusive perks, for the initial $30 enrollment fee. Thank you so much for joining! You were not charged any additional shipping fees. You were also provided complimentary return shipping on the first ***** belt return. We do see where you promised a courtesy credit of $15. We have added this $15 credit to your Gilt account. This credit will automatically apply at checkout on you next order!
Sincerely,
Member ServicesCustomer Answer
Date: 12/18/2024
[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,
Avid *****Initial Complaint
Date:12/02/2024
Type:Service or Repair 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.
Aug 12, 12:01PM I purchased Bluemercury gift voucher of $500 for $375 from ******** October 22, 2024 I used above mentioned gift voucher at ***********, order #*******, order total $316.95. Oct 30, 2024 I received the items. However, the items were not satisfactory. I have returned everything on the same day. Bluemercury instructed all returns have been received. They adviced return has been proceed. However refund was never received.Customer Answer
Date: 12/13/2024
[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:11/26/2024
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 purchased a pair of shoes from Gilt for my son for his graduation form 2023. At the time of delivery when I received the shoes it was missing one shoe from the box. I reached out to the company and I did not want money back I just wanted the missing shoe and no one was willing to help. They only informed me that the weight of the shoe was shipped based on both shoes but that couldnt be the case because I received one shoe. Here it is a year or so later and I still have that box with one shoe unworn and all I wanted was the shoe now I want all I want is the shoe that was missing. Can someone please help me.Business Response
Date: 12/06/2024
Dear *****,
Thank you for allowing us to assist, we were happy to review. When we were first contacted about the missing shoe in May 2023, we were able to confirm that the weight of the package matched the weight of both shoes, and that you did not see any tampering or damage to the package. We communicated this at that time, and advised that we were unable to assist. We were contacted again in November 2024. Based on our review of the information from 2023, in addition to the timeframe that has passed since this concern was first raised, we are unable to assist with a refund or replacement.
Sincerely,
Member Services
Gilt Groupe, LP is NOT a BBB Accredited Business.
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