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
- 119 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:11/22/2024
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.
I ordered a voucher to be used at BlueMercury with Gilt in August. I paid $375 for the voucher to get a ************************************************* Upon following up with Gilt, the representative said the email was not delivered due to my account settings. After changing my account settings, the voucher was finally delivered to me. However, there is zero value in the voucher. I emailed the customer service multiple times but the emails were not responded.Business Response
Date: 12/04/2024
Dear Lu,
Thank you for allowing us to assist, we were happy to review. I see that our team has touched base with you! Our brand partner, ************, will be reaching out to you directly to assist! We hope this information helps!
Sincerely,
Member ServicesInitial Complaint
Date:11/20/2024
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.
I purchased 2 vouchers on ************ but they canceled my order with no reason. The next day I purchased again, but the voucher with ideal amount is not available so I purchased 3 vouchers of other amount. After receiving the confirmation email I realized I won't use so many vouchers because one person can only use one voucher. so I contacted the gilt team immediately to cancel my order. The third day I got the email from the customer service team claiming that they refused to cancel the order or refund to me.Whereby do they do whatever they want? They wanna cancel they'll cancel, they wanna refuse to refund then they do. I wanna canceled the order and get my money back.Customer Answer
Date: 12/04/2024
I have heard from the business in response to my complaint, but their customer service team have been communicating with nonsense even lies regarding my operation history.Please kindly find the attached screenshot. They haven't proposed any effective solution till now.Business Response
Date: 12/04/2024
Dear Yuyan,
Thank you for allowing us to assist, we were happy to review. We apologize that your first order was canceled. Looking into order **********, it was canceled due to the information on the order not matching the information on file with your financial institution. This is a security measure for all of our members, to ensure that their information and payment methods are always secure. Once your information was updated, your order was successfully processed. All of our vouchers are final sale, meaning that we do not allow for them to be refunded after purchase. This is listed in the item details as well as in our Help section on our site. As a one time exception we are happy to refund you for the vouchers. We have refunded $340.02 to your original form of payment. Please allow 3-5 business days for this to reflect on your statement.
Sincerely,
Member ServicesCustomer Answer
Date: 12/06/2024
[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.But I have to stress again that I didn't make any change to the credit card information while making the two purchase. That means the business still excuse the first fail to process the order. But I'm glad to get my refund back. Thank you BBB.
Regards,
***** ****Initial Complaint
Date:11/19/2024
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.
I am writing to file a complaint against ******** regarding their refusal to refund me for a package that I never received. Despite multiple attempts to resolve this matter directly with the company, they have not provided a satisfactory resolution.I never received the package, and there is no evidence that it was delivered to my address. Upon realizing this issue, I immediately contacted Gilt.coms customer service to report the missing package and requested either a replacement or a refund.Response from ********:*************** has maintained that the package was delivered, citing tracking information, and has refused to issue a refund or offer a resolution. I have requested further investigation into the matter, but they have not provided any proof of delivery (e.g., a signature or photo confirming the package was left at my location).My Concerns:1.The package was not received at my address, despite being marked as ******************** has not offered any assistance or a refund, placing the burden entirely on me.3.This lack of accountability for undelivered goods is unacceptable and violates consumer rights.I am requesting a full refund for the undelivered package. Alternatively, I am willing to accept a replacement item shipped to me with guaranteed delivery.I am happy to provide documentation of my communication with ********, including emails and chat transcripts, upon request.Thank you for your assistance in resolving this matter. I hope the BBBs involvement will encourage ******** to take responsibility and provide a resolution.Business Response
Date: 11/29/2024
Dear ****,
Thank you for allowing us to assist, we were happy to review. Looking further into the details, at checkout your shipping address defaulted to the preferred address in your account- one which was last used in 2020. We do have confirmation from our carrier that this was delivered successfully to the mailroom of the shipping address specified on the order. This confirmation is accessible through the tracking number provided in your account, as the carrier provided a picture. As we successfully delivered the item to the shipping address given, we typically are unable to assist with refunds. However, we would be happy to provide a one time exception, and apply the price of the item back to your Gilt account. You should see the full We hope that you can use this credit to find something you love!
Sincerely,
Member ServicesInitial Complaint
Date:11/14/2024
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.
On June 30, 2024, I purchased 2 bottles of perfume from the company. When I received the perfume. It appeared to be used and old. The boxes that it came in were bent and it appeared to have been testers. The perfume did not smell like the fragrance. It smelled like alcohol. I contacted **************** and did a chargeback as I was dissatisfied and did not receive a quality product.They challenged the chargeback stating that I still had the perfume and needed to mail it back and when I did, they would process my refund. **************** reversed it and instructed me to mail it back, stating that the merchant advised them that upon receipt, they would issue the refund.I mailed it back and received an email on July 25, 2024 (attached) from the merchant that they received the return and would process my refund in 7-10 days.I waited out the *************************************************************************************************************************************************I waited and then a representative told me that they won't refund me even after they receive their merchandise because Amex reversed the chargeback. This was deceptive practices as they got their merchandise and my money. I want my refund as agreed.Customer Answer
Date: 11/25/2024
I have not heard from the business in response to my complaint.Business Response
Date: 11/27/2024
Dear ******,
Thank you for allowing us to assist, we were happy to review. We apologize for the delay. As you have returned the items, we have processed the refund for the two Bond No. 9 fragrances in your order to your original form of payment. Please allow 3-5 business days for this to reflect on your statement.
Sincerely,
Member ServicesInitial Complaint
Date:10/21/2024
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.
I ordered PREDIRE Multi Purpose anti-aging skin device. When I received the device, it was apparent right away that the box was reused as the item was returned previously. When I opened up the item there are scratches on the device. Theres plastic stuff to the device all the way around and it was a parent that it was put back on as it was not sticking in many places and was very wrinkled. I contacted guilt and I do know when I ordered it. It said no refunds however; I ordered a brand new device not a used device when I emailed them. They said they would get back to me in two business days when they contacted me, it was a survey and I rated them ZERO AND put the reason why. I HAVE SINCE NOT HEARD BACK FROM THEM. I ASKED THEM FOR A FULL REFUND BECAUSE ITS SUPPOSED TO BE LIKE I SAID A BRAND NEW DEVICE AND IT WAS PREVIOUSLY USED AND RETURNED AND ITS DAMAGED.NOTICE on the Label on the box: IT CAME FROM THEIR RETURN CENTER. HENCE MORE PROOF IT WAS USED, BUT THE PICTURES SHOW THE USED EQUIPMENT AND SCRATCHES.Business Response
Date: 10/30/2024
Dear *******,
Thank you for allowing us to assist, we were happy to review. We saw your message using our chat feature, and it looks like our Concierge requested a bit more information from you. We do apologize for the condition you received the item in and are happy to send you a complimentary return label, to return for a full refund. This label was sent to your email address on file, and will come from ****************** Once the item is received by our team, you should see you refund processed in 7-10 business days to your original form of payment.
Sincerely,
Member ServicesInitial Complaint
Date:10/15/2024
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 am filing a complaint regarding an unresolved issue with Gilt. After making a purchase, the company failed to provide a working voucher that was part of my order. I have been in contact with ****'s customer service for over a month, yet no solution has been offered to rectify this situation.Despite numerous attempts to resolve this issue through ***** customer service, I have only been asked to wait repeatedly, with no tangible progress. This ongoing delay and lack of action is unacceptable, and I am seeking your assistance in resolving the matter.I request that Gilt refunds my purchase as soon as possible.Business Response
Date: 10/30/2024
Dear ******,
Thank you for allowing us to assist, we were happy to review. Were sorry that you were having some issues with the voucher, after it was used to place and order, and then the items were returned. We have processed a full refund to your original form of payment. Please allow 3-5 business days for the refund to reflect in your account.
Sincerely,
Member ServicesCustomer Answer
Date: 11/05/2024
[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:10/03/2024
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.
I would like to return the Equipment Annalise Silk Maxi Dress that I purchased (order #**********). I know this purchase was made a while ago. However, I was on an unexpected business trip and did not get to try on this dress until recently. I would like to request either for a return or partial refund of $50.Business Response
Date: 10/19/2024
Dear Sky,
Thank you for allowing us to assist, we were happy to review. We were happy to provide an exception for your to return the Equipment Annalise Silk Maxi Dress for Gilt Store Credit. We have sent a return label to your email on file. This return label will come from ****************** Once we receive your return, your credit will be processed in 7-10 business days.
Sincerely,
Member ServicesInitial Complaint
Date:10/03/2024
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.
I made a purchase and realized that the dress shirt has a tiny hole. I would like to receive a partial refund of $30 for this order #**********.Business Response
Date: 10/19/2024
Dear Sky,
Thank you for allowing us to assist, we were happy to review. Based on the information provided, as well as the price of the shirt, we would be unable to offer a $30 discount. We would be happy to refund $19.50, a 25% discount, to your original form of payment. Please allow 3-5 business days for this refund to be processed on your financial statement.
Sincerely,
Member ServicesCustomer Answer
Date: 10/21/2024
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.
$19.50 is not the partial refund amount that I requested.
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,Sky
Business Response
Date: 11/05/2024
Dear Sky,
Thank you for your response. We usually provide a discount for damaged items or a full refund if we hear from you within the return timeframe. Since this item was reported outside of that window, we were delighted to apply the 25% discount to your original payment. Unfortunately, we cant provide any additional discounts at this time.
Sincerely,
Member ServicesInitial Complaint
Date:09/27/2024
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 paid $225 for a $300 voucher for Bluemercury through Gilt on 04/11/24 and attempted to spend it a few days ago, only to be told the voucher is expired and has no fund available. At no point of my purchase I was notified the voucher needs to be redeemed by certain date. I contacted customer service at **** on 9/20/24 and their response was " No worries though, your voucher is still good for $225.00 (the purchase price of your order). At this time, we recommend reaching out to the supplier (Bluemercury) directly for further assistance. You can contact them by email at ******************** or by phone: at **************. " I then contacted Bluemercury per the instruction from Gilt and this is the response I received from Bluemercury "After further review, it appears this purchase was not made on ************************. While we're unable to assist with this issue, we suggest reaching back out directly to ********************* for further assistance, as they will have all necessary tools available to assist with this matter.The expiration date is in accordance to Gilt policies and procedures. Their customer care will be able to override this restriction within their system due to this occurrence."I am tired of going back and forth between the two companies and refused to be fooled again. Gilt should be responsible for the refund of $225 in cash or store credit in this matter since it is the one who charged me on my bank account.Business Response
Date: 10/15/2024
Dear Yue,
Thank you for allowing us the opportunity to review! We were happy to assist! We see that a member from our team was able to confirm the issue with the vendor. We processed a full refund to your original form of payment on 10/2 in the amount of $225.00. We hope that this information helps, and are sorry for any inconvenience!
Sincerely,
Member Services
Customer Answer
Date: 10/17/2024
[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 #22349757. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Yue LiangInitial Complaint
Date:09/23/2024
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 3 orders in the amount of $647.92. The orders shipped via ***** ground. I received a notification that the packages were delivered, but they were delivered to the wrong address. The proof of delivery was insufficient (you could not see anything in the image. It was all black). I filed a claim with *****. They told me gilt would need to file a claim. **** refused to refund me my money in the original form of payment. They issued a credit to my account instead. I told them I did not want a credit to my account, as I did not with to order from their website anymore. This is the second time this has happened.Business Response
Date: 10/03/2024
Dear *******,
Thank you for allowing us to assist, we were happy to review. We apologize that your delivery was unable to be retrieved after delivery. We understand the frustration. Though we successfully delivered the package to your home, and there are previous claims of packages being unable to be retrieved, we were happy to offer a one time exception to refund the orders to your Gilt account credit. Upon researching to determine other possible solutions, we did determine there has now been a dispute filed with your financial institution. With tis open dispute we are unable to assist further. Please contact your financial institution for further information.
Sincerely,
Member Services
Gilt Groupe, LP is NOT a BBB Accredited Business.
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