Complaints

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

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  Gilt Groupe, LP

  20 Channel Ctr St Fl 3 Boston, MA 02210-3438

• 

  Gilt Groupe, LP

  2 Park Ave Fl 4 New York, NY 10016-5602

• 

  Gilt Groupe, LP

  150 Omicron Ct Shepherdsville, KY 40165-9594

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.

• Initial Complaint

  Date:12/08/2023

  Type:Product Issues
  Status:

  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 two pairs of shoes October 25 2023 that were between $500 and $600. I requested a return slip for them because the shoes they sent were too big they were not the correct size. That was no easy task(plus they want to charge me for shipping when they sent the wrong size they said it was a **** 1/2 it was more like an 8 1/2 shoe didnt even fit). I sent them back ****** I sent them out through ********** I called them because I never received a return slip. However, they found the order that was sent back and they said that it was stuck in ********* *********. I called Gilt to let them know that. They said we have to wait 30 days and then we consider it lost. I said well you dont have to consider loss we know where its at. At this point Ive been waiting for my refund over a month for $1101.91. They said it takes another 30 days to wait for the item to be lost and then another two weeks to refund it so it takes 2 1/2 months to get your money back from Gilt? This is absolutely ridiculous! I highly recommend do not use Gilt. Ive reached out to the customer service with no avail. If the ******************** could please reach out and get my money, that would be amazing. Thank you.

  Business Response

  Date: 12/15/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. WE were unable to locate any order placed on 10/25, but have confirmed based on prior contacts that you are referring to that were placed on 11/1. We have confirmed that both of these order were refunded on 12/8 for $599.90 and $490.02 respectively. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  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.

  Purchased a Sweatshirt Hoodie for ***** that indicated was a "Final Sale Item"The item received was worn, has fabric pilling and pulls. It is obviously not a new item I have bought many items from this company but this is such a slap in the face.I wouldn't even charge someone ***** on **** for such a piece.

  Business Response

  Date: 12/15/2023

  Dear ****, 
  Thank you for allowing us to review. We are having some trouble locating an account with your email. To locate your order to further assist, we would need the order number or the email address associated with the account. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 12/18/2023

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  I have two emails that are used frequentlythrough GILT: ***************,com   ****************,com
  The Original Order was Order #**********
  I did receive a Comp Return Label for the Sundry Hoodie and that Item was Delivered to  ***** on 12/11 at !0:40am in ************
  I have not received a refund for the deformed item that I received
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 12/26/2023

  Dear ****, 
  Thank you for that information! We have looked into this order, and see that your return in still in transit back to us. Once we receive it at our returns center, you will receive your refund for the item within 10 business days. 
  Sincerely,
  Customer Service
  
  

  Customer Answer

  Date: 12/27/2023

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  According to my records, the item was Delivered to Agent
  Picked Up and Processed by Agent
  December 11, 2023              (2 weeks prior to Christmas)
  Shipping **************
  USPS Tracking #*********************;
  Further, this was a defective item; not something that I simply didn't like. It was upon me to print out a label and package and tape and go to the ** and stand in line to get the package out. What a nuisance!
  Had I been able to fix the sweatshirt, I would have done so; but it was meant as a gift.
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:11/30/2023

  Type:Product Issues
  Status:

  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.

  Date of transaction with GILT.COM 10/09/2023 for $ 845.58.Purchase delivered on 10/14/2023.Item bigger than described. Returned on 10/23/2024 at local Fed Ex. Tracking number ************. The item was delivered to the address listed and signed by UPATEL on 10/26/2023.Received an email on 10/31/2023 from GILT.COM that my return had been received but the contents were wrong. The representative stated in the email that a gold necklace with a green stone was found and the item would be returned back but I was sent a dress and a sweater instead. I honestly believe that a fraudulent activity has occurred at this point. Either my item was stolen, or the vendor has fraudulently refused to provide a refund and has the bracelet.A claim has been filed with FED EX. Case numberC-*********. The case has been denied per the item was delivered and signed for. I'm actively in the process of filing a claim with my financial institution. I honestly don't understand why this has occurred. I would like to know if there is any assistance you can provide at this point. Thank you, ***********************

  Business Response

  Date: 12/10/2023

  Dear *****,
  Thank you for allowing us to review. While our Brand Partner confirmed that they did not receive the item, we understand you are a valuable customer. We have processed a refund for the item to your original form of payment. Please allow3-5 business days for this to process into your account. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  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 new purse from guilt.com during their cyber monday sale (11/27). The website had multiple pages advertising the same purse, all stating the same information in their descriptions, the only change was the price. Since I researched their pages, and the info was identical, I purchased the bag at the lowest cost.I received the item today (11/29), opened the package immediately and saw a manufacturer defect on the leather located at the top of the bag. I took pictures of the defect, emailed the company in hopes they would offer a large enough discount to keep the bag or offer an exchange. The company responded stating that i could have a 10% discount ($20) on the item or return it for a refund and they will cover the return. Being i want the bag, and at the time I thought it was just back luck that the bag shipped to me was defected, i called their customer service center and asked if they would honor the price i paid if i were to repurchase a new one immediately. I was told no and the customer service rep made it a point to guilt me into accepting such generosity of a complementary free shipping for future offers and, i should be glad to have received an original offer of either the 10% off or a free return label. And then it hit me. the website had the bag listed at various prices because the seller guilt.com knew the bag had a defect and failed to advertise the item appropriately. Guilt.com hopes that their patrons accept the goods and feel cornered to keep the item because of their minimal yet rigid return policy.

  Business Response

  Date: 12/06/2023

  Dear ********, 
  Thank you for allowing us to review. We are happy to add some additional insight! 
  To provide our members the best prices and the best variety of products we source our items in a few different ways. This means we may have similar items listed on the site being sold by different ************** at different prices. This is similar to other popular online stores you may know, like Amazon or ***** In cases where an item is sold by a different Brand Partner we are unable to honor the lower price seen.
  We are happy that you were provided a return label to return the bag for a full refund and hope this information helps! 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 12/08/2023

  dear *****,

   

  as stated, in the original complaint, your listings are in accurate as per my photos provided that you did not specify the difference in the items description of what I was purchasing. Because you falsely advertised I want the item exchanged i.e. replaced, since it was false advertisement on your behalf  

   

   

  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,

  ********

   

   

  Business Response

  Date: 12/15/2023

  Dear ********, 
  Thank you for your response. The price discrepancy was not due to the defect but rather the price determined by different ************** who would be fulfilling each separate listing. We apologize that the item you received was not in perfect condition but this did not play a factor into the pricing. We can confirm that we originally had **************************************************** stock, and apologize that the one you received was in less than perfect condition. As the other listing is being fulfilled by a different Brand Partner we are unable to provide a replacement. However, the return label you sent is still active if you would like to return for a full refund. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  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.

  The comforter they sent does not cover a queen ********* It's more for a twin bed. I called to start a refund and they said it was a final sale. Nowhere did I see it was a final sale and I am not happy with the product. I should be able to at least exchange it for a King which just might cover a queen ********* This company is a scam and I personally cannot afford to buy another comforter and lose the money I just spent on an unseen internet item. It's ridiculous!

  Business Response

  Date: 11/24/2023

  Dear *****, 
  Thank you for allowing us to review. We were happy to assist you with making a return label. We have sent a complimentary return label to your email address on file with us. This label will come directly from ***************** within 48 hours. 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 **** business days from the date it is received.) 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 11/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/16/2023

  Type:Product Issues
  Status:

  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.

  ***** Mens Jacket. The jacket was delivered, pictures taken according to delivery. Upon going out the package was not available on porch as pictured. I called reported, and also uploaded a police report as advised by the *** representative. Asked to wait for bank to process my refund. One week later no refund. Called again, placed on ho hold ****************************************************************************** I was told I would receive a return call ; 14 hours later still waiting.

  Business Response

  Date: 11/20/2023

  Dear *******,
  Thank you for allowing us to review. We were happy to look into this for you. We are happy to see that a refund of $1,503.56 for this missing item was refunded on 11/16. Please allow 2-4 business days for this to be processed by your financial institute and to reflect into your account. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:11/02/2023

  Type:Product Issues
  Status:

  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 ***** clutch In March and was told it was 100% authentic and it was authenticated. I was trying to resale and have been confirmed it was definitely not real. I would like all if not half my money back and I will return the handbag to Gilt.com

  Business Response

  Date: 11/10/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist.
  At Gilt, we stand entirely behind the authenticity of our products and work diligently to offer high-quality authentic products at a great price to our valued members. Periodically, we purchase merchandise from trusted independent suppliers and not directly from the brand owner. This means that some of our items may not arrive with original packaging or dust bags, but it allows us to provide our members with the best prices for our authentic luxury items. 
  As this order was purchased in March of 2023, we would not be able to assist with a return. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:10/31/2023

  Type:Product Issues
  Status:

  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.

  gilt.com trans date 9/28/23, $593.95 *Purchased two rings. Did not realize that Gilt.com had my Paypal info and the transaction went through on the wrong payment method. I called immediately to tell customer service to cancel that transaction so that I could rebuy it on a different card. Agent said no, she could not cancel it as it was not in the correct status yet but that she would do it the next morning. I checked back the next afternoon, the agent never canceled the transaction. The new agent told me she could not cancel my transaction bc it was already with the vendor (3rd party) and they would try to send a note to cancel it. It was not ever canceled. *Oct 3, I repurchased those same rings on the correct card and asked for a label to return the initial shipment once it arrived.*Oct 15, I printed the ***** ground label and dropped off the first set of rings at the nearest location. I did not get a receipt as I had the label already. I ship with Fed Ex all of the time and I never get receipts.*Since then, there has been no tracking on the package. I called Fed Ex, they said this is an invalid tracking number. The label was generated from Gilt.com. I called called Gilt, they basically said it isn't their problem because I didn't get a receipt. They said dispute it with my bank.* I have called Gilt, Fed ************* and the only one willing to help me was Fed Ex. They said **** gave me an invalid tracking label from the beginning. ***** told me a shipment receipt is required, but that is not posted anywhere on their site or the email that they sent.*Supervisor ******** told me she would try to find out if the vendor received the label, but since the label is invalid (according to Fed Ex) then the package is missing completely.I want a full refund due to the negligence of Gilt for sending me an invalid label and tracking number. I've called them now 4 times to get help and no one was willing to help except *****************Tracking label attached.

  Business Response

  Date: 11/07/2023

  Dear *******, 
  Thank you for allowing us to review. We are happy to assist. We see that this return was scanned by ***** on 11/2, and has since been delivered to our returns team on 11/7. We have processed a full refund to your original form of payment. Please allow 3-5 business days for this refund to be reflected in your account. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair Issues
  Status:

  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 with company doing business as Gilt, on September 27, 2023 (Burberry House Check Rubber Rain Boot), order number **********. ******* was claimed delivered by fed ex on September 29, 2023. I did not receive the package. Fed ex delivered package to the wrong address (*******************). My shipping address is *******************. I have confirmation that package was delivered here. I called Gilt and they advised that they cannot refund me or look into this until five business days have passed. I don't understand why I have to wait five business days when I have proof that package was NOT delivered to the correct address. Fed ex delivered to the building across from mine. I know this because picture taken by fed ex is not the lobby of where I reside but the lobby of the building right in front. I confirmed this with my neighbor who lives in this building, and she claimed to see the package but did not see the package on Sunday, October 1, 2023, when I asked her about it. I just want my money back. I want nothing to do with this business.

  Business Response

  Date: 10/11/2023

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist and add some additional insight. The initial five day period after your order shows delivered is requested to allow your package time to arrive. It is common for carriers to mark shipments Delivered if they run into delays, and they will deliver the items in the following week. This time frame allows for items in this situation to be delivered to the recipient. We do not consider a package as not being delivered until after the 5 day waiting period. As there is now a dispute open with your financial institution for the item we are unable to refund. Please reach out to your bank for more information on the dispute. 
  Sincerely,
  Customer Service
  
  

  Customer Answer

  Date: 10/16/2023

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

  [My package was claimed delivered on September 29, 2023. They advised me that I had to wait a week to see if package would turn up. It has been over two weeks and no package. They refuse to refund me because they claim that ****** has a charge back hold on the account, when Paypal does not. (See attachment). I just want my money back. It is not that difficult to do so.]
  
  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,

  *****

   

   

  Business Response

  Date: 10/27/2023

  Dear *********** 
  Thank you providing the information from PayPal. Since we have confirmation that the dispute has been closed we have processed a refund back to your original form of payment in the amount of $468.14 on 10/27. Please allow 3-5 business days for this refund to process. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:09/18/2023

  Type:Delivery Issues
  Status:

  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 jacket and a coat from Gilt totaling up to $2632.82 dollars. This order has never arrived. It was supposedly at my front door step but I never received the package. I called Gilt as soon as it said delivered and the package was not there. I was told to wait 5 business days. After 5 days, the package still did not arrive. I called them again, they told me they would have to review it. They then told me to get a police report within 14 days. I got the police report. I sent it to them before the time limit. My email did not even get a reply, it was automatically closed by an automatic message. I had to call for an update which they then said even with the police report, they would not be able to refund me. I decided to file a claim through my bank. I will never order anything from this company again and no one ever should. This company should be shut down.

  Business Response

  Date: 09/28/2023

  Dear *****,
  Thank you for allowing us to review. We are happy to assist. Our Loss Prevention team has reviewed this order. As we have proof of delivery from the carrier, that included a picture of the item that was delivered to your address on file, we are unable to assist with a refund for this order. To view the picture from our carrier, you may log into your account, and click the tracking information. 
  Sincerely, 
  Customer Service