I can't say anything about the customer service because I never felt the need to reach them. (in 164 reviews)
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You won't know what you're paying until after you checked out. Gilt even says "The sales tax quoted at checkout is an estimate." How difficult is it to show the exact amount at checkout? This place is run by incompetent people who can't even hire someone to properly code a site. Everything is an estimate, which shows how careless these people are about their business. They'll significantly over-estimate the weight of your package so you pay a huge amount for shipping. When you run into a problem, customer service is one of the worst out there. Completely unhelpful and you'll never get your problems solved. And that "return" policy is a joke; it's an exchange policy. Consider everything you buy here final sale. You get a site that looks modern, but is unreliable and when you run into a problem, CS won't be able to fix it. There are other places on the internet to buy from, avoid this place.
First of all I am a daily shopper on the gilt site!
It is a ritual for me to find incredible fashionable items and escape for a bit from responsibilities!!!! Nothing better then shopping..(. Best teraphy at times!!!!)
I am an Italian woman living in laid back la Jolla Calufornia... Shopping on gilt brings me back to shopping experiences I have only had in Milan or New York City!!!! Thank you for that !!!!!
Returns and customer services are also outstanding!!! Gilt group is my very favorite in every possible way!
Grazie e CIAO!
I contacted customer service by email and no longer than 1/2 hour later, I had a response and the matter had been addressed and fairly rectified. The customer service agent who assisted me was named Andrew and he does an amazing job. Thanks so much for a great experience!
Mr. Nigel Kelly was very helpful in arranging the cancellation of my order. In a thank you note I wrote, "Thank you very much for arranging the cancellation of my order. I would have accessed the Gilt Support or Live Chat, but unfortunately it was closed for the evening as I submitted the order after midnight.
Thank you again for all of your assistance with the cancellation of my order."
On the 13th of October, 2015, among other things I ordered 'Original Penguin Jerry Jeff Boots' from Gilt website. The colour of this boot on the website is tan brown while the shoe I received is more of muddy brown. A colour I dislike. Highly discouraged to wear these boots because of the colour, I informed them that the boots sent to me were not the colour as shown on their website. I even clicked the pictures of the boot received by me as well as took screen grabs of the boot on their website, and for the sake of convenient comparison sent it to them. They agreed to take a return of the product but refused to pay for its courier from Mumbai to their office in the US. They also pointed towards the fact that they do not take returns from India but were making a one time exception for me. On principle, the idea that I had to pay for the return courier is not agreeable with me. Purely because this error of misrepresentation of the product through its colour is not my mistake. In fact, it amounts to GILT fooling their customers with incorrect information. They have refused to address this issue.
Before I ordered the Moloft dinning table in July, I'd called Gilt to see if the white glove service delivery date could be postponed till end of August and got "yes" as an answer. Of course after the order was placed, it turned out no, delivery couldn't be postponed. When we finally opened up the package three weeks ago, only to find out the table was already damaged (with a huge dent/cut). I'd sent the picture and they agreed to give me a replacement only if I'd purchase another one. So I'd paid for another one but they'd made it impossible to schedule for a pick up for the damaged table!! After countless phone calls, on line chats,I was finally contacted to schedule for the pick up for next week. Now I can only hope they'll do the right thing to give me back the credit once they received the table. Just read someone was having a hard time getting their credit from returns...and who knows how hard it'll be to receive my "replacement" table!! I was told by mid November....We will see...I can only hope....horrible!! Never again!!!
I have been ordering from Gilt for several years and have never been disappointed. Fabulous merchandise! Love the clothes, shoes and boot selection. Shipments arrive in a timely manner, packaging is immaculate. Shoes and boots have never been out of the original box as I have experienced from other sites.
5 STARS for Gilt! *****
I am not new to the site. But their terms are horrible. I understand "non- returnable policy" and comply with it, but when the item has been returned (most of the times) for credit you have to wait and wait till this credit will show up (forget credit, the arrival of return ! ) in your account. This is ongoing problem with their site when they hold your money hostage and there is no purchase basically made. Terrible business. I keep forgetting how bad they are buy from them , not any more.
I ordered 4 Items. One was sent to me a size too small. Another was sent to me in the wrong colour. They got half of my order wrong. That's just pathetic.
Customer "service" seems to be entirely lost on Gilt.com. After previous poor experiences with customer service, I recently tried to apply a free shipping discount I earned through compiling "insider points" from previous purchases. I couldn't use the free shipping discount because there were other offers applied to my cart; nonetheless, Gilt.com charged me for the points and when I asked customer service to reimburse my points since I couldn't use them, they refused and told me I could use them any time until the end of the year. I understand that the discount is still available, but I have no plans to make another purchase soon and could have used those points for another perk, which I can longer do.
Regardless, the tone of the rep helping me was rude. In particular, the rep apologized that I "felt" like I was getting screwed. Maybe it is just me, but apologizing because of the way someone else feels is like saying, "not my fault, but i'm really sorry you feel like it is." Sorry, Gilt, but I DID get screwed by your ridiculous policy and you should refund my points and apologize for your policy, not my the way your policy makes a customer feel.
To Gilt: I apologize in advance if you "feel" like this review is unwarranted.
I really appreciate the help that the Gilt Customer Service provides
and I can always count on them to go the extra mile if necessary.
-Always can find good quality clothes and accessories on Gilt .
Thank you,Cian , for resolving a return issue so graciously for a problem that
was an oversight on my part .
Grateful Gilty One !
I accidentally bought something through the mobile app that I had placed in my cart by not locking my phone. When I noticed it, I emailed support and asked for it to be cancelled. Within one day I received the confirmation that the order was cancelled. Great!
Horrible. Mess up nearly every order and its shame bc they have great items.
Have been shopping with Gilt since inception. Products have been on and off but company was stellar and treated me very well. Not a big complainer. But somehow always trusted the business ethic of Gilt. Until today. Purchased couch. Delivery guys bolted prior to tip, signature or inspection. No one asked my name they tried to deliver my package to another address.
Faulty furniture. AKA: garbage! Delivery guys didn't even get s signature? Customer useless department denied any type of resolution as did 3 chat idiots.
GILT 2015....unethical, dirty ripoff company. Trash.
i bought Burberry handbags from their site. There was a problem with one of the bags, which Gilt couldn't correct. When I contacted Burberry about the problem I was informed that Gilt wasn't an authorized retailer. They called into question whether in fact it was an authentic
Burberry bag. I took them to a Burberry store in my area and was informed that they were fakes. I again contacted gilt with this information. They refused to acknowledge these were fakes and refused to return them. A warning to anyone who decides to buy on this site. Dont! They will not accept returns and the goods might not be what is advertisized
They will refuse to issue your refund back to the payment method used to purchase the exchange item claiming they can "only refund back to the original method of payment" - never mind it's for an exchange, not a return. I think this is a sad / greedy move on their part.
I ordered a pair of earrings. One arrived with a missing crystal. Gilt refused any exchange or refund insisting that it has passed the return period. The order was placed in late May and arrived in late June. I did not notice it until early Sept. Indeed my mistake for not checking it carefully. But even if the crystal has fallen off within the first 2 months, I should still think the retailer is responsible, at least for facilitating a complaint with the supplier. The earrings cost close to $200 as well. Besides, on their international help page, there is no time frame specified for returning damaged goods.
After writing my initial review of Gilt and their customer service on 9/12/2015, I received a message from Gilt CS rep Laura, on 9/13/2015, apologizing for the experience, and would like to look further into the issue and provide a satisfactory resolution. I have since then replied two times to Laura at Gilt, but have not heard back from Laura or Gilt as of today 9/17/2015, nor any action has been taken to remedy the issue. Once again, Gilt has exemplified their poor customer service.
I'm a guilt VIP member they caught the nor program and I'm still treated terrible
I ordered the couch that was six weeks for delivery on the six week they told me the product was never available to begin with that's after they charge my credit card
I then ordered a bed the six week when it was supposed be delivered I called to ask for that was the next plane to me it wasn't available either and was never made to begin with. Turns out it was available and they did ship it well after the date they canceled the order. They were very generous with a $50 credit LOL. Problem is I ordered another bad taking this one wasn't available now I have an extra one I have to deal with returning to these losers
I ordered light brown leather chairs they showed up almost black when asking them about it they told me it was imperfection in leather like I was some kind of idiot. They play these games knowing that it's not likely that you'll return the furniture and that's how they keep their high margins it really should be illegal
I ordered some Chortex of England Baroque towels in white and graphite: two bath sheets, and sets of six hand towels and washcloths. I was thrilled at the price, and the towels were exactly what I was looking for. My old bath towels are 63" long, so I was hesitant to replace them with new towels that were only 54", which seems to be standard now. So when I saw the Cortex bath sheets that measure 68", I jumped on them. Unfortunately, the towels never arrived, and when I called customer service, they wouldn't do anything and said the shipment was lost by FedEx. The towels were no longer available. They did give me a full refund, but I wanted the towels! I also called FedEx Customer Service twice, and on my second call was told they have no record of the package. So I don't know if it was ever shipped. I've looked at thousands of towels and these were the only ones I've found that I liked. They are virtually unavailable in the U.S. I am extremely irritated! It'll be awhile before I shop Gilt again!
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 they 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.
The suit I bought has serious defect; wrinkles like small bubbles that would return just an hour or so after ironing. During the first wear at a wedding, I had to go back to the hotel room four times in order to press the wrinkles down. I contacted Gilt customer service several times and, each time, was told it could not do anything as the suit was beyond the return period. Well, in my contacts, I clearly stated that I would not return the suit, just hoping it would do something to reduce the loss. To no avail, Gilt refuses to do anything for a customer who bought a defective suit.
Beware of this vendor! My last few orders were never shipped. After waiting a month and calling, emailing with no help or a refund...I finally had to contact my c/c company for a refund. A complete waste of my time.
I've been shopping on Gilt for probably the past 7 years. They are always amazing! Prices are great. Selection is great, and (being in Canada) I also love the fact that unlike some US retailers, they don't stupidly overcharge Canadian shoppers. It's very reasonable pricing and shipping charges to here. Thanks Gilt! Hope to love you for many more years to come! <3
I recently had an old address stored and a few items got delivered there. The old landlord had the items but was not very cooperative getting them back to me. The customer service was great, offering me multiple solutions to try to facilitate the process. I liked being able to use the online chat and not deal with phones and being placed on hold. In the end a "Laura S." helped me resolve it satisfactorily. Thanks Gilt.
I purchased $200 worth of jewlery from this store, when I went through the check out I changed my address to my current address and proceeded through to the payment, when I checked the receipt it had my old address on there!
Straight away I contacted the customer service team and spoke to 'James' he told me he was unable to change the address but he would cancel the order for me.
Knowing the order was cancel I then made the same purchase using my new address to then get an email 2 days later saying BOTH orders have been shipped!!!!
Ones again I contacted customer service to them be told 'James' gave me the wrong information and orders can't ever be cancelled!! So this company had willingly charged me twice and refuse to give me a refund on one item until it shows the package had been received, well I received the second order I made almost a month ago and it is still showing as just 'shipped' as is the original order that was supposed to have been cancelled.
They have offered me no resoultion to this problem even though it is the complete fault of theirs.
I'm currently going through my bank to charge the company with fraud as they refuse to refund me for the first order.
Also the quality of the jewellery is sub par it is supposed to be gold however when wearing the earring I get a reaction instantly which only happens to me when I wear low quality metals such as nickel, as I am allergic.
So many things wrong with this company
they hav a good deal for designer stuff which is amazing. I also got a cool pair of Prism sunglasses from them before. always wanna buy from them again but since you cant return anything to them, that has stopped me from buying dresses and shoes.
Also for the size guide, it is very vague, esp for designer dresses and shoes, they need to be more specific. For example, house of harlow shoes tend to be bigger, they did not say that in the page, yet I found other websites stating that out clearly.
1st time, they sent me the wrong item. They've now twice yanked the replacement due to "issues with the vendor" without offer of substitute or incentive. Cancelling my account. Still waiting after nearly a month for two other pending orders.
Tip for consumers: Don't.Ask Edward about Gilt
Ordered multiple products. I really wanted new sunglasses, saw a few other items on the way that I picked up in addition. After being charged for each item I was informed they'd arrive on different days as separate orders. The first package came later than I was told. The second package never came. Two weeks after the estimated arrival date I called gilt.com and they told me the items were damaged in shipping and they will give me a refund with in 10 business days.
I find that an absolute joke. Had I not called would they have kept my money and not tell me about the damaged product?
After waiting two weeks after the estimated arrival date I still hadn't been informed.
Ontop of all this, I didnt even care about the other items I bought! I only bought them in addition to the sunglasses which I never received.
After asking for compensation, all they could offer me was 15% off my next purchase within two weeks. Funny thing is they don't have any other sunglasses.
Very poor customer service. I'm definitely taking my business elsewhere.
Thanks for wasting my time gilt.com
We got a credit passed over from buy.com when they purchased the company. It was only $45, so basically we couldn't find anything for that price-in the beginning. Then they started having sales-the money had been in there for over 2 years. My husband broke down and bought a pair of sandals -on sale. The insoles separated the first time they were worn. I'm just so very pissed- the only thing they offered was ANOTHER credit. I wanted my original $45 back. You'd think they'd make an exception in unusual cases. But they have absolutely no room to give a customer what they really want.
Don't shop at Gilt! The worst customer service ever. I've perchased a face cream, the package came open and empty. And it wasn't post office fault, the cream was packed in plain envelope that usually small flat things shipped. You can see the company trying to save money on shipping although I paid for shipping. After contacting Gilt they promised me an immediate refund. Almost a month later still no refund, I spent two days trying convince them that I am not a thief and didnt receive money back. No result, and I spent about $500 that month at their company. I think they don't know what is customer service is.
Besides, I am a fashion designer by occupation and can tell you that the quality of their clothes is low, the original prices they put on site are extremely exegerated. I only bought there merchandise I am familiar with.
I purchased what was supposed to be an 18k gold Armapali textured bangle and I am completely disappointed with it What I received looks like a piece of junk, in fact it looks like dull brass, not gold, but the worst part is it is so small it would only fit over a child's hand plus it bends like a paper clip. The design may be similar but It looks nothing like the picture displayed. which shows a shiny gold bangle on an adult sized hand! It is completely worthless.
I contacted their customer service and of course they would do nothing since all jewelry is final sale. Needless to say, I just gave Gilt $950 for what is, I repeat, JUNK. Unbelievable.
I received a email with a 20% off code went to there site made a purchase. I did this within one hour of receiving the email. Tried using it was told it expired, even attempted to modifying my order using their button both times it didn't work. I immeaditally emailed them regarding this received a reply sorry nothing we can do. Any one that has used Amazon, Zappos or My Habit would tell you that there response sucked. Sorry I will no longer be using Gilt. Really poor customer service.
I am a Gilt Noir Insider customer and have spent a lot of money throughout the years and so I thought they would honor my complaint and provide a refund. However I was severely mistaken. I have been scammed. I purchased a preowned Chanel bag which was advertised as "excellent condition" but when I received the bag it was in poor condition. It had clear signs of wear and tear with stitching loose on the bag and a tear on the handle. The leather was worn out and there are stratches on bag. The definition of "excellent condition" is listed on the gilt website as "minor signs of handling". Tear, loose stitching, faded leather throughout and scratches which are clearly visible is not minor. After contacting Gilt several times and also sending pictures evidencing the imperfections, they still refused to provide a refund. I am now going through my credit card company to dispute the charges and in the process of filing a formal conplaint against the company for false advertisement. They have lost me as a customer including my friends who work in fashion and cannot believe the condition of the bag! Please do not buy from Gilt as I don't want anyone to have to go through what I am going through now.
It is a real pleasure shopping with you. Thank you so much for understanding that not all orders are received and what I have expected. Everyone ....operators are kind. Well spoken.
Thank you for letting me send cancellation notices and receive such quick turn around.
I had accidentally placed an order while checking the total price of an item with a promo code. There was no cancel button option so I hurriedly emailed customer service to ask for the order to be canceled (this happened after reg office hrs. and I had no option to speak to a live CS rep). I was in a bit of a panic as I was not sure if somebody would be able to read my email immediately. I sent @giltservice a tweet as well, but saw in my inbox that the CS team had already emailed me back to inform me the order had been successfully canceled! Very pleased with the Customer Service I received tonight. Thank you Gilt!!!
Six months after purchase the above item stopped working. Period. Treated it as a lamp: turned it on and off. That's it. On calling to complain they simply said it was purchased too long ago and offered their - apparently standard - $10 credit. Why on EARTH would I buy something ELSE from them? I'm sorry, but six months is simply too short a time for a lamp to stop working. Was it used? Refurbed? Cheap? Don't know, do know I expect more. Based on all the reviews I now read below, this is their modus operandi. DO NOT BUY FROM THEM THEY ARE NOT HONEST MERCHANTS AND DO NOT STAND BY THEIR PRODUCTS.
EDIT: ONE MONTH LATER
Whether it was this site or somewhere else, someone at Gilt DID make the decision to contact me, and the result was to refund my money which was very appreciated and let me buy a lovely replacement desk lamp that works perfectly from another site. So I must give them kudos for that. Perhaps it's a case of the squeaky wheel getting the grease or maybe they're having trouble and hoped to help a bad reputation, don't know but they did make it good and deserve to have that shared.
Special promotional discount did not work, but customer service representative manually applied the discount and solved the problem. Meantime my cart stayed in tact. Except the small computer glitch, everything was all right. I do lots of online shopping, and Gilt is my most favorite because I feel Gilt does care about fashion and it is unlike some other sites, not merely a discount store but fashion site with good pricing.
9 Questions & Answers
We stand by the authenticity of all our luxury and vintage items sold and take much pride in our product! I find it strange someone is advising they do not believe their item is genuine, however if you ever have any doubts on an item I would recommend emailing email@example.com and we will investigate this for you. I would also advise to be as descriptive as you can and provide photos of your concerns where possible.
We take authentication requests very seriously and examine each item on a case by case basis when our members are concerned. :)
If you have further questions please do not hesitate to get in touch.
I'm sorry to hear that you have yet to get your voucher. When an order is placed, it can take up to 24 hours for the voucher to be sent out to you.
I hope this helps,
Áine - Gilt Service
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