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• 02210

Important Information

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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.