Gilt

I am beyond annoyed and am now infuriated with how my return process has been with gilt. I have spent 4+ hours on the phone holding and waiting and explaining my situation - albeit the customer service technicians are nice and pleasant and empathetic, their inability to solve problems makes me question their incident management. I have emailed countless times with the same responses... all resulting in no outcome or resolution. I found a watch online but the description was vague so I called to get additional specifications but the CSR didn't have the details, like what mm it was (which is beyond me) but I saw the 30 day return policy and figured I would take a chance, on Sept 11,2018. It said 3 weeks to arrive so I called again after the order was placed and still Gilt weren't able to verify the specifications. I finally got a response back from an email and it turned out to be too small for me so I immediately wrote back and said okay cancel it - I needed 39mm or above so I do not want the item - save the shipping cost and headache. They said it's too late (even though the item hadn't even been received at their warehouse) so I was promptly sendt a return label so I could ship it back as soon as I received it. I did just that and the order took about 8 business days to arrive back to them. So after countless follow ups they finally confirmed my order was received Oct 5,2018 and my refund would show up 7-10 business days after. I kept looking and there was no refund so I called and emailed and followed up only to receive the same response verbally and written - that by Oct 19,2018 it was guaranteed I would see the refund. I was proactive and then did a Hail Mary and spent 30+ minutes Friday evening because my credit card bill was due Oct 21,2018 and I was banking on the refund so I spent time Sunday with a supervisor who informed me the item was supposed to go to their customer not to gilt so they were waiting but that's not my fault. She assured me she would "pass me over" since she wasn't working the next day. So if a supervisor can't handle my problem as an escalation point "who can"? So fast forward. My credit card wasn't paid in full, I got hit with a late fee and interest. I just spent time with a nice man who said no supervisor was available and put me on a call back list. If this wasn't a high ticket item I wouldn't be as adamant but I am so frustrated and have been kind and patient but enough is enough!

I purchased (and received a confirmation of my purchase) on April 21 a Lalique plate for my Mother's Mothers Day gift. (She collects) The confirmation noted that it could not be shipped until the 21st of May. I thought a little unusual but with the COVID-19 disrupting everything including shipping I was able to overlook the time. It was the perfect gift for her and the price was very good. This morning (May 14) I received an impersonal template email with my order information stating, "Unfortunately the item you ordered below is no longer available. We understand this is disappointing and we want to apologize. It's rare, but mistakes can occur that prevent us from getting you your item. We have canceled this order and you will not be charged for it. We value your business, and again apologize for this." How about that - Gilt won't even charge me for something that took them 23 days to say they could not provide. They sold something that either they never had, broke it, but then imply it was a mistake altogether as if they never had it the item. After 23 days I'm told the gift I bought is not available. UNBELIEVABLE And if they are so concerned about my business - good customer relations 101 would be to offer something equitable - nope couldn't even do that. Beware this company. First and last time doing any business with them.

I placed an order at the beginning of May and delivery should have been between 17-24 of May, waited until the 24th and no delivery. I called to see what was going on Gilt said something was wrong and my order and was not processed, someone dropped the ball there, they fixed it I was told and in two weeks I would receive my order, remember almost a month now. Two more weeks go by and still nothing. Call again and the detective specialist finds out that they are on back order in the meantime they are selling the same items online and shows that they are in stock. A few days after I receive an email to rate the delivery service, worried of what could have happened (I was supposed to receive a call to schedule the delivery and I had not.) I called back to see WTF is going on. Im now told that my items are on back order for another 75 Days. I have purchased in the past special order items that took 6-8 weeks so I didnt mind waiting, I just wish I was told from the beginning. Something doesnt feel right about the whole thing thats why I decided to write this review hopefully helps someone that is shopping, because anything you can find here Wayfair, All Modern probably already has it at the same deal or maybe even better and more important they have best customer support you can find anywhere the best I know that from experience. STAY AWAY FROM THIS PLACE.

I have been a Noir customer for years. On Nov. 27,2017 I received a Dolce & Gabbana dress ordered on Nov. 21 (costing more than $2000 including tax and delivery charge), and SHOCK, the dress has none of the original tags that one would expect to be attached to a new item of clothing (i. E., the one attached with a string to any new garment; any vendor of new clothing will warn customers that no return would be accepted without one). This dress was sold during a D&G event and said to be "sourced from a trusted Gilt vendor" and was marked non-returnable "due to further price reduction." There was no disclosure anywhere on the site/webpage that such dress is a vintage or used or was missing original tags. By contrast, Gilt regularly hosts what Gilt advertises as "vintage handbag" events and "estate jewelry" events such that any customer would know and expect the items being sold are second hand. However, Gilt was not promoting this specific D&G event as a sale of second-hand/vintage items. Furthermore, several years ago I purchased a Dolce & Gabbana dress from Gilt (for around $1000) and it came, as one would expect, all original tags properly attached and a D&G hanger. I reached out immediately to Gilt to ask about why this dress came without any original tags and whether it was used/second-hand. During a whole week of back-and-forth, Gilt kept saying "we stand behind the authenticity" of the dress, but would not say whether this dress is new (as one would have expected unless the vendor has specifically told you it is used). Gilt also says because it said it is non-returnable, I cannot return it. This is bait-and-switch and patent fraud, given the lack of honest disclosure/representation upfront about this item. Judging from the other recent comments, it looks like dishonesty has become the recent trademark of Gilt. How low has the Company fallen, for a company where the wife of an ex-colleague of mine had a hand in co-founding.

I received an email stating 40% off for 3 hours! WOW!...
Guess what? It should have read, UP TO 40% off of ONE transaction for a MAX of $30 savings. BUT those CRITICAL details were put in barely ledgible fine print that, if you could see it, you would still need to click terms and conditions to get all the info.
I purchased 3 massages from various locations and 2 restaurant vouchers because at 40% off, what a great deal. When I was purchasing the items, I entered the code and it said that the code had been applied- so I assumed that it was being applied on the back end and I would see the savings in the confirmation email- NOPE!
I was supposed to understand that it meant it had already BEEN applied to one item and that it was no longer valid (a message of "Invalid" would have been more appropriate). With all this said, I assumed when I brought this issue to them via emails and phone call, Gilt would see the deceptive and confusing nature of this offer... The response I received was that I should not have even received the promotion in the first place? (which honestly makes two of us) and the best they would do was take $30 off... I spent over $500 that I would NOT have spent (being a new mother of twins) had it been made clear at ANY point during the transaction! Nothing like paying $155 for a 50 minute massage! After being told by several annoyed representatives in Ireland that I was out of luck, (and I was not yelling or nasty- just trying hard to explain the situation) I felt I had to warn other customers - BEWARE of Gilts offers! They have hidden terms and conditions which make the promos average at best & undesirable/damaging.
I am done with GILT after years of ordering from them - They have lost my trust and I will be sure to mention to all my fiends who shop Gilt too =( Shame to lose customers to so many other sites that offer the similar services i. E., Ru, Ideeli, Hautelook, Groupon, to name just a few competitors.

What happened to Gilt's customer service? Wish I'd read some of the recent reviews before purchasing a vintage Chanel handbag. The item was listed as non-refundable but I received something that was misrepresented on their website. Critical details about the handbag's strap were omitted and the description provided was misleading to say the least. A Chanel store rep confirmed that the chain was not common and should not be described as a "classic Chanel chain shoulder strap". The unusual nature of the strap was not detailed anywhere and it was not obvious in the pictures.

I attempted to resolve this both over the phone and over email. Every interaction was punctuated by a common attitude: Gilt simply DID NOT CARE. In addition to completely ignoring the details of my complaint (it's like they never actually read the emails), there was a plain lack of interest in accountability - an absolute refusal to acknowledge that they do make mistakes every once in a while and when they do, the ethical thing to do would be to try and rectify it somehow. They couldn't even explain why they couldn't/wouldn't take the item back and simply parroted the fact that it was listed as non-refundable. The manager I spoke with was a one-line automaton, "sorry you feel that way" or absolute silence to my questions. They didn't even offer store credit. This attitude is incomprehensible and disappointing doesn't even begin to cover it.

I have become weary of Gilt's credibility and their borderline unethical attitude. I will take my luxury goods shopping elsewhere until they figure out what kind of merchant they'd like to be.

Buyers beware! It's a scam... Gilt advertise the wrong items. Assured me it was a dress, and showing as shipping a skirt. Pictures showing a dress and customer service confirmed it was a dress before i paid and after i paid i was told it is in fact a skirt. I told them thats not what i ordered and i dont need a skirt and I just found out they can`t cancel the order. Customer service is the worst. Their supervisor, Patrick, couldn't get me off the phone soon enough. He needed proof and asked to send him pictures. Here is the correspondence:
Mar 05 15:43:

Patrick,
Per our conversation, please look at the pictures below. What I committed on purchasing and was assured was what it's showing in the later pictures. The zesty orange dress as shown in the last pictures. The description says skirt but I was assured in fact that was a dress. I believe the skirt is what is shown in the first three pictures. The description on that one is Crepe Colorblock Sheath which is what I was assured I was buying. Please advise! Thank you

Lisa, Mar 06 07:33:

Thank you for contacting Gilt.

It would appear the item in your order is the skirt and not the dress. We would of course be happy to accept a full return on this if it is not what we advised you! I can also see the sheath dress was in your cart. I have reserved this for you for a further 72 hours.

To Gilt
Lisa,
I spoke to Patrick yesterday (was told he was the supervisor) and he asked me to email the pictures over. Patrick has all the background info. I would like to get the dress I was promised I was buying when I submitted my order. I did not purchase a skirt. I even called to make sure it was a dress and was assured it was. You guys need to figure this out and send me the item i was told i was getting. Patrick told me you don`t sell the dress and needed the pictures to verify that you do in fact have the dress. I would like to get what I saw on your website and what i was promised I was going to get when I called in to confirm, the dress! I have been spending too many hours dealing with this. Somebody messed up the pictures but that isn't my problem. Patrick asked me to send the pics over to prove it and as discussed with him, I did. I`m not interested in the skirt, and that is not what i saw when i purchased it. I spent 10 mins on the phone before placing the purchase and was assured that it was in fact a dress. Again, I`m not interested in the skirt, i would like to receive the item I was promised, which is the dress. I have been very patient but it sounds like I`m getting the same standard answer. Patrick promised me that he would look at the pictures once and get this figured out once he saw you have the dress, and now im getting the same standard response back. This is unacceptable. I have been nice and patient so far and waiting on your resolution before i escalate this further... Thank you!

Anna Mar 07 10:30:

Thank you for contacting Gilt.

I attempted to cancel your order, but was unable to do so. We no longer have the administrative ability make modifications or cancellations to this order. Please note that cancellations can typically only be made within the first 5 minutes of placing your order.

On this occasion I would be happy to make a one time exception for you to return your skirt for a full refund. For future reference, please note that we do not accept returns on items when they are final sale. Please visit https://www.gilt.com/account/return and we will prompt you to print a complimentary USPS shipping label. Once we receive the package in our warehouse, please allow 3-5 business days for us to issue your refund.

This was a great concept and a great site I have never had an issue prior to 4/2018- spent thousands of dollars with gilt since 2009. Gilt was sold to Rue lala (2018) and now it has the same garbage return policy and will be as big a black hole just like rue lala. I will never order from Gilt again since Gilt are no longer a part of Neiman Marcus. Older review 2016:" I hope to never have a customer service issue, but they answer the phones at gilt and try to answer all questions. Good prices, but very bad return policy so never order anything that you are not completely sure of... size, designer etc. This is a real site, not a scam (owned by neimans), but you must be sure of the sale price as they don't price match. I ordered McQueen faux fur for $300 (from $600)- Nordstrom marked it down to $99. Guilt would not match so I canceled. I have returned items I found for less, but gilt is making that harder to do. Do your homework before you buy from guilt.(2016)" NEW 2019: DO NOT SHOP HERE! Everything looks so good, but you might get stuck with the product (refund in 30 day minus $10) or have to take a credit. Rue lala is garbage and has destroyed gilt, but all the complaints have made gilt change some horrible rue lala adopted polices. I love 99% of what I see on gilt, but I have lost complete trust in the site. Rue ruin a great shopping location and I am upset!

You've earned enough Insider Points to receive a $15 off discount on any item. Yay! You're a good customer. You put an item in your cart, price it out with the different shipping options and the $15 off, see it doesn't really add up to a good deal after all and don't complete the order. Done, right? Your $15 credit wasn't used, right? Not exactly. You REDEEMED it, even though you didn't purchase anything, and you now have 2 weeks to buy something and use it or it's gone.

Customer service is not there to help you resolve this, Gilt are there to enforce it. It doesn't matter that you didn't buy anything, or that you didn't intend to redeem the credit and put yourself on a 2 week deadline to use it. You REDEEMED it, and now you're stuck with it. Sorry!:)

This is Gilt's attitude toward their customers. Sell deals that aren't really deals. Enforce restrictive return policies. Ship obviously damaged merchandise (a coffee table book arrived with a giant gouge in the spine). Trick your customer into redeeming a discount that will now expire if they don't immediately use it. Basically, in every way, try to outsmart the customer.

Notice how Gilt only responds to the 5-star reviews here? They are not interested in what DOESN'T work for their customers, which you will quickly discover the minute you have a problem with your order.

I recently purchased a Verlaine "Bernard" marble topped brushed nickel finished coffee table from Gilt.com. After unpacking, I noticed the quality of the metal finish was not completely smooth and there were areas around the weld joints of the table which still had the burn marks from the weld area not brushed out. The metal is not finished in any way. My guess whoever actually produces the table base, its fabricated, welded together and then the metal is given a quick brushing. The surface is uneven in its patina and finish. The layout of the metal pattern is not done very well, some uneven gaps overall. This looks like an amateur made the base. The marble top which came with it is very poor. The top is 24" wide and its actually made from two pieces ( of scrap marble?) seamed together. The cut line is evident on the underside of the material. The marble edge is also piece-mealed together ( leftover scraps used?) and the joint around the edge where the two come together is raggedly filled with some type of hardened compound. The finish of the marble has some pitted areas, one small patch not smoothed out and overall very dull. It has the look of a piece of weathered marble you'd find on something 50 years old from a consignment shop; just not a new looking finish. The item was listed as a final sale with no returns. My big issue is the poor quality of the table, lack of ability to actually rate products on their site ( wonder why?) and generic description on the site. This table was made in India as indicated by the tags on the bottom of the base and marble top. Shipping via XPO delivery final mile. Table actually arrived 1.5 weeks prior to estimated delivery date and sat in their warehouse. Deliverymen mentioned this as well when Gilt delivered to the house.

Just had a horrific customer service experience with your company today. Had a $10 "Insider" merchandise credit because of my prior purchases and a 30% off promo that was mailed to me. Tried to use them on a toaster that I saw on the site, and the site would not take both. Figured that if I talked to customer service via your chat window this would be taken care of quickly. How wrong I was! The first rep named Ellen said that I could not combine 2 offers and that she could not do anything for me. Escalated the issue to a supervisor name Cian who gave me the same baloney policy. Then had to escalate the issue yet again to a manager named Mike. He then gave me the same old nonsense. However, I insisted that he come up with an acceptable resolution to the problem. After about 30 minutes of going back and forth with reps, supervisors, and managers, he finally did the right thing and issued the $10 as a credit (as opposed to what you guys are calling a "promo") so that I could use the 30% off promotion as well. Any reasonable retailer (Macy's, Banana Republic, Bloomingdales, etc) would have done just that in the first 2 minutes. It shouldn't take 30 minutes of arguing to buy a toaster. I have had several friends tell me that Gilt have stopped using Gilt because of issues just like this, and I'm really starting to see why. Get it together guys, you are supposed to be a "luxury" retailer.

This review is for Gilt Home.

Having ordered a couch from Gilt, I have had one of the worst experiences actually receiving a product from an ecommerce store.

The order referenced below was a month and a half late (which meant I had nowhere to sit) for that time period. Not only that, but I could not get a clear answer from Gilt on when the delivery would occur and continued to reach out. Estimates I would get were consistently wrong. At a certain point when the delivery was already a month late, I was told that apparently the item had not even shipped and that now Gilt would look into it.

Then, when I was told that the item had arrived in NYC and I would be contacted by a local delivery agent shortly, I did not hear from them for about 10 days. I called them myself many times and the call would never be picked or returned.

Then today, I received a call at 9 AM saying that the delivery people were downstairs. No warning, nothing. I was not home but since I have been waiting for the delivery for months at this point, we agreed that the delivery people would wait 20 minutes for me to get back. The delivery people were gone by the time I got there 20 minutes later and would not pick up the phone. Gilt then came back an hour later and called me from downstairs to deliver the couch. My building generally requires me to schedule deliveries ahead of time, so I had to break the building rules to accept the delivery.

This is not the level of service I expect from Gilt and this was very disappointing.

I ordered 5 rings from Gilt. Gilt use FedEx in Berlin Wisconsin. The orders are 100% delayed. The delivery date they give is never on time always 5 to 7 days later than what you are told. Why they use FedEx god only knows. I use the USPS and so does Saks Off Fifth and I ordered the same jewelry and received it 5 days before my Gilt orders and they use the good old post office... US mail! I won't order from Gilt anymore because of this. If you Google FedEx in Berlin Wisconsin which is where Gilt orders process through. Read the terrible reviews for delivery not one good one.

Customer's beware of making purchases on Gilt! This is my experience. I had purchased the Gucci Soho Leather purse in "Off White" $1338. 95. The Gucci purse that was pictured on the Gilt website was the exact SAME picture that is on the Gucci website. The color on the Gucci website is also referred to as "Off White". The purse that I received from Gilt was a Khaki/Putty(?) color and the stitching of the "signature" gucci "CC" was the same color. Please see the pictures. The purse should be an "off white" (almost white)color with light tan stitching. I emailed my compliant and pictures of comparison of the two purses and Gilt apparently CAN'T/does not want to see the difference. I requested a refund, it was denied, Gilt said "final sale". The purse I purchased is not the one that is pictured on their website. I brought in the this Gilt "Gucci" purse to the Gucci store, they do not sell a color such as the one that Gilt sold me and does not look at all like the "off white" purse that they sell in their store. I contacted Gucci US and the ONLY websites that are authorized to sell Gucci products are Saks, Bergdorf, Neimans, Nordstrom and Net-a-Porter. This deception to their customers is shameful. And to say they can't see a difference in the two purses when it's been verified by the Designer themselves is deceitful. Gilt is not an honest company. I am thankful for social media to get the word out there, I've only just begun. What a nightmare, just to save $300, not worth it! Sure wish I would have checked out ReviewFeeder first. No wonder Gilt has a 39% rating!

Hi Michelle,

I am writing to you today regarding your experience with Gilt. I can see from your ReviewFeeder review that you are unhappy with the service you received.

I have taken a look at the order and can see that we previously did not allow a return on this. The reasons for this were because we felt the bag you received matched the sale page. All our items are quality controlled and we take our own photos of the items also.

Ofcourse I can understand that we may be seeing this all wrong. You can always forward more pictures to us if you wish for us to take another look. The previous photos have a shadow over them. Maybe if you provided a pic with better lighting it may help?

Best regards,
James
Customer Service Specialist

James,

Correct, I am unhappy that you, James, are not allowing me to return this "looks like" Gucci bag to Gilt. Final Sale, I understand, if I get what I paid for, but I didn't. Again, you are not addressing the real issue. Stop blaming pictures.

1. The purse Gilt sent me is NOT the purse that is pictured on your GILT website
2. That picture on your website was pulled directly from the GUCCI website.
3. The khaki/putty color purse GILT sent me is not even sold in the GUCCI store.
4. With the "Off White" purse, it could not be more clearly made with the stitching on the purse. Again, James, the GILT purse stitching is the exact same color as the purse. The REAL GUCCI purse has the tan contrasting stitching!
5. GILT IS NOT AN AUTHORIZED GUCCI DEALER! (see email from GUCCI below)

My intent on ReviewFeeder, James, is to WARN all consumers of your company, I made a $1300. 00 mistake, hopefully this is helpful to someone.

From: Gucci US <*******@US-onlineshopping.gucci.com>
Subject: Gucci Online Request (EL) [REF: *******56454]
Date: May 15,2015 at 2:15:15 PM PDT
To: mc.com
Reply-To: *******@US-onlineshopping.gucci.com
Return-Path: <*******@US-onlineshopping.gucci.com>

Dear Michelle,

Thank you for contacting Gucci.com.

Please note that we do not authorize the sale of Gucci products online except on our website. The only other websites that are authorized to sell Gucci products are saksfifthavenue.com, bergdorfgoodman.com, neimanmarcus.com, nordstrom.com and net-a-porter.com.

We cannot guarantee that Gucci products purchased on any other websites are authentic nor is there a department or store which can fulfill your inquiry.

For other general inquiries or to view Gucci's online terms of sale, please feel free to visit the Assistance section on our website.

http://www.gucci.com/us/assistance/assistance

Sincerely,
Gucci

---- Original Message ----
Dear Customer Service,

I have been a loyal customer of Gucci for the past 15 years. We love Gucci. Just recently I made a big mistake. I purchased the Gucci Soho Leather Bag in Off White from a company online named Gilt to save $300. Unfortunately, the color looks nothing like the "off white" bag in the Gucci Store. It's almost like a Khaki color. Please see pictures below.

But yet the Gilt online store is using your Gucci picture in order sell their Gucci Soho Leather Bag in Off White:

Is Gucci aware of this company doing this sort of advertising? Is Gucci Company the actual supplier of this bag that I purchased from Gilt? And yes, I will only be making my purchases from Gucci from this day forward.

Thank you in advance for your time and I look forward to hearing from you!

Best regards,

Michelle

Hi Michelle,

My apologies again for this. I know how frustrating a situation like this can be.

I would like to stress that we do guarantee that all our items are authentic. We sourced this Gucci bag from a trusted independent supplier which was stated on the sale page. This item was then quality controlled by our team in Kentucky, they would have made sure that all the style numbers and features matched.

Once the item has passed quality control we will then bring it forward to the photo shoot. I understand why one would think the photo on the Gucci website and our website are the same because they are very similar but I assure you they are not, I can have a side by side comparison emailed to you if you are still unsure. Also, because these items don't come in large numbers it is easy that the bag you saw on the sale page could have been the bag you received.

As I mentioned already, feel free to send us in more pictures if you wish. We do forward these onto our Luxury goods department to be reviewed and it is the best way to get a resolution. My apologies again Michelle for any disappointment caused.

All the Best,
James
Customer Service Specialist

May 20,2015,

Dear James,

This is my last response to you James and my last pictures I will be posting. Again not addressing the true facts that have been stated:
1. GILT do not deliver to me the purse that was pictured on your website. Notice the stitching should be a TAN COLOR like the REAL GUCCI purse.
2. Your "trusted source" IS NOT AUTHORIZED by GUCCI to be selling their purses, therefore chances are they are FAKE!

I will be filing my complaint with the Better Business Bureau, you're familiar with them, oh yes, you've had 48 complaints with them in the past year. And Amex will be handling this for me hereafter. They have perfect pictures of what GILT was advertising and what they sent to me. Also, Ripoff Report, I should include that one as well!

One star is way too much!

Gilt accepted my PO Box address. Gilt then accepted my money. Nothing arrived. I called customer service and was informed that they use Fed Ex and Fed Ex does not deliver to PO Boxes...?

So where is my package? Why wasn't I notified that the package wasn't coming? Why isn't there an indication next to shipping addresses that they won't deliver to PO Boxes while ordering? Why did they take my money when there's no possibility of delivery? All legitimate questions! None of these questions had an answer.

I was informed that if I'd like to drive out of Los Angeles to the nearest Fed Ex hub (in a neighboring city which means 2 hours of traffic-each way) I can have my package. But while I live in Los Angeles I'm working on a movie in Atlanta, Georgia until July- so that won't be happening! Had I not been suspicious about the quiet and called them, I wouldn't have even known that the rain boots weren't coming! They have no respect for customers. The time wasted, the effort expended, or the frustration they dump on an otherwise spectacular day. I ordered those boots because I actually NEEDED them- time wasted! And today, I didn't have time to eat lunch in the middle of my 15 hr day because I had to piece this nonsense together. I also slipped and said the EF word on the customer service line. No wonder "foul language" is an epidemic in customer service! That's just karma. And well deserved if you want to be party to abusing customers on behalf of $hitty company like Gilt. You can't expect 'please' and 'thank you' from customers while you take their money and treat them like dog crap!

Your request with Gilt City Support has been solved! Please see below. You can respond to us by simply replying to this email.

Stephen O'Reilly, Oct 26,17:44 EDT:
Hi Laura,

Thank you for reaching out.

I am so sorry to hear you had such a poor experience at your brunch.

Unfortunately, as this offer has now ended and was marked final sale, we're unable to provide a refund. This policy was stated on the sale page for the offer, and again at checkout before your order was submitted. I'm so sorry for any disappointment!

I have however, applied a 10% courtesy gesture discount to your account, for use on your next Gilt City purchase. This discount will be valid for the next 30 days and has a maximum discount of $25.

Apologies again for any inconvenience or disappointment caused.

Should you ever need assistance for any future queries you can also contact us on Live Chat here - www.gilt.com/support.

Warm regards,
Stephen
Customer Service Specialist

Laura smaldone, Oct 26,09:36 EDT:
To whom may this concern,
I bought the Gilt City voucher for a Brunch for two in Le Granier, which was 48% off (retail value $88). But when I went to the restaurant, the only option Gilt gave me for the voucher it was the Brunch menu (you can see a picture of the menu below) which cost every Sunday $19.95 per person ($39.9 for 2 people). Then I paid in the restaurant for the service 10% more. So I think it was a misrepresentation of the offer, because you are saying that you will pay $45 (but 48% of $88 is $42.24 and not $45 as I paid) and you will receive $88 service for a Brunch but this is not correct, there is no offer actually. I paid what it cost for a Brunch there. You should sell these offers without deceiving costumers.

Buyer Beware...
Gilt has repeatedly sent switched product styles (completely different designs) when I have ordered from them. Gilt have sent the same product type (category) and designer, but a completely different item.
They do NOT consistently find it necessary to correct this type of error by replacing the incorrect item with what the consumer has actually ordered. They also have proven that they don't find it a necessity to refund the cost of an item that was never ordered by the purchaser (and that the purchaser was never legally responsible for). They also do not find it necessary to refund the shipping fees for the item that was never ordered by the consumer.

They do claim as an explanation that there have been warehouse errors, but do not consistently act with accountability to take possible corrective action.
Bottom line is that this seems to appear to be a corporate policy to change the items when there seems to be no more inventory for correct fulfillment. In the end, this action seems to appear to equate with a known intention to defraud consumers via illegal bait and switch tactics.
Numerous Gilt customers have complained across social media about aspects of this bait and switch problem, so the matter is very known to the company, yet the practice has continued for a great length of time.
While it is possible to make a warehouse error occasionally, to have it be more rampant without consistent corrective action, sends up serious red flags about the company's true intent.

I purchased a bed and two dressers on Oct. 5th. The manufacturer alerted Gilt that the bed was on backorder but Gilt didn't tell me until a week after I purchased the unreturnable items. The dressers were not on backorder but they lied to me and said they were to avoid extra shipping costs. I caught them in a bold faced lie so they finally gave in and shipped the dressers last month. The bed, now 4 months later is still not here. Their shipping company lost the bed and Gilt has wiped their hands of it. They won't give me a refund and I spent well over $3000. I changed my entire room to match these items and now I have half of a set I can't get my money back. I filed a Better Business Bureau complaint and they LIED again and said they spoke to the shipping company and they will schedule a delivery. The shipping company said they just spoke to Gilt today and that they still haven't found the package and therefore cannot schedule a delivery. And to boot, the item number now says it's half king bed parts and half queen parts. Gilt said they don't know if that's really true or not and can't do anything about it. I'm still sleeping on the floor and Gilt has done nothing to help. They have the worst customer service ever and most of the time it takes 45 minutes or more to get a live person. SAVE YOURSELVES AND NEVER USE THEIR COMPANY. EVER. SO MANY OTHER GREAT SITES OUT THERE LIKE WAYFAIR for home goods.

Returned my item in July. At that time Gilt hid all the previous orders from your account for some reason so I had to email them separately so they could create a return label. It was find until here although I was frustrated that I could not see any of my purchase records.
Frustration continues. I receive an email a couple weeks later that ~$25 is refunded to my credit card. Hmm... I returned 6 items that are worth ~$200 in total. I have no idea where the 25 came from. I email them about this and they ask me to pull up all the order numbers, return label, and Fedex label. I didn't understand why a customer had to go through this extra job. But if it were to give me the correct refund amount, I was fine so I did what they told me to do.
The email went back and forth for weeks (me having to prove my returns and them kept saying "thank you for your patience and we understand your frustration"). I get a final email from them saying they only received one of three items and have posted $33 on my account.
I returned 6 NOT 3, NOT 1. To assist their process, I had even created a summary of the original price, discounted price of each item that I bought and returned (which again, a customer need not be doing). That list was simply ignored and they still failed to process me with the correct refund. Where is the rest of my money? I don't know... I hope it goes in good hands.

Wow wish I had looked on this site before ordering, looks like many people have had same issues I have. Living in HK I purchased a sequin Dolce & Gabbana dress in size 42 during Memorial Day 25percent off sale. There were 3 dresses available when I purchased. Finally arrived today and is a hideous Trina Turk shift dress in size 8. Dont understand how Gilt can make such an error? I was then told that as no more in stock they could waitlist the dress for me, but not save me dress should they find it- even though I have already paid for it! Add to that I was told I had to send back the offensive Trina Turk dress by international mail and only after they received it would they refund me in 10-20 days. Huh? Shouldnt you come pick up the dress yourself? All this after multiple emails, me having to call them and spending an hour on the phone. So basically IF the missing dress gets found and put on waitlist, I have to purchase again, even if they havent refunded me. Beyond appalled at their lack of customer support and feel like I am expected to go out of my way to fix their error. And they cant even hold the dress for me should they locate it or one gets returned. I so want this dress and so disappointed with their complete lack of tracking. Reading other reviews it seems like their ecommerce platform is a complete mess, so buyer beware. Would never have this response from Shopbop, Net A Porter or The Outnet

Update: What use is their canned response below? Again absolutely NO assistance to actually rectify the situation?! I have never written a bad review about about a company before, but every interaction (that I have to initiate) just shows their complete disregard for the customer

Edit

Reply from Gilt
Published 116 minutes ago
Hi Natasha,

I have reviewed your order, and I am truly sorry for any upset caused, I assure you that it was not our intention.

My apologies for any inconvenience or upset caused, once again. If you have any further questions please do send me an email via *******@gilt.com ATT: Andy

Warm regards,
Andy
#giltservice

I've had such unbelievably bad problems with the support team. For my first experience, my stored email was wrong on my payment account. Okay, my bad. It was eventually fixed, but it took SO many emails to get it fixed. Dealing with the support team is like dealing with that friend who never actually reads the text before responding. All of the necessary details were included in each email, but Gilt just couldn't get it right. Shocking. It was all written out in black and white. I portion of my own job is in customer support so I try to make sure that I give complete and concise information. My second experience with Gilt has been positively atrocious.

First they ignored my first 3 emails for days until I could no longer receive a refund. Then they told me to reach out to the vendor (only a below average support team would ask the patron to reach out to the vendor to resolve the issue). The vendor was accommodating and willing to address the issue and gave me instructions to give to Gilt, however Gilt is not willing to be accommodating. Keep in mind this is for a Gilt City deal in which Gilt says to reach out to them to change the name on the tickets I purchased. I'm requesting a date change due to travel plans. Instead of asking them to change the name, I am asking them to change the dates. There was no price difference between one day and the next and, again, the vendor is accommodating-- Gilt is not. They just aren't worth the hassle.