Dilbert B.

Will never shop there again! I have spent over 10K with Gilt. Every time i've had a return, I've had to contact customer support since they claim to "not have received the return" even though tracking information shows it has clearly been received back at Gilt. Each time I was given a credit with an apology and the explanation that this was not normal.

The last time I had a return I noticed that there was no tracking info on the labels nor was the map shown on their site with any tracking. Here is the entire conversation with Gilt. They are dishonest and will say they haven't receive your returns and make YOU prove that you sent the products back, even though they don't provide you the tracking details. Read and decide for yourself...

Thank you for choosing Gilt Groupe. A representative will be with you shortly.
You are now chatting with 'Vivienne'
Vivienne: Welcome to Gilt! How can I help you today?
You: I have two returns that were sent back over two weeks ago that have not yet been credited back
You: Return #*******602
Vivienne: OK I can check that for you.
You: Return #*******971
Vivienne: Can you confirm your full name please?
You: dilbert b.
Vivienne: Thanks, one moment!
Vivienne: After checking I can't see any tracking on these returns, did you use the return labels provided?
You: yes
You: i used them and dropped them off the same day at the post office
You: why is visible tracking no longer provided to the consumers of gilt?
Vivienne: Did you get a receipt from the post office?
You: no, i've never needed one. I ship packages there all the time
You: including ones from gilt but i always seem to have to contact customer support
You: i used to be able to see that the packages had arrived but now all visible tracking has been removed so the consumer can no longer see it. Seems a bit odd...
Vivienne: Ok one moment I'll see what we can do about this for you.
You: why can the consumer no longer see tracking info?
Vivienne: You should be able to see it, the tracking info is available to our members, there just seems to be an issue with these returns.
Vivienne: Sorry about the delay, still looking into this!
You: ok
Vivienne: It's just from looking at the returns we have no record of them being checked into the post office. Do you think there is any way you could get receipts from the post office?
You: no, not at this point. Why is it that i have to contact customer support at gilt to get credits back?
You: i don't have issues with rue la la or amazon
You: this is not an isolated issue. I used to be able to track returns that showed they had arrived but gilt would not credit back until i contacted them.
Vivienne: There shouldn't be an issue with these returns. Our members don't have to contact us usually to get credits back but the issue here is that we can't see the packages as being checked in to the post office. We would need to be able to see proof of the package being checked in to provide the credit
You: with the latest labels, there is no visible tracking info nor does it pull up on your site.
You: it is a very shady business practice
You: i spend a lot of money online and i have not had issues ANYWHERE else
You: look through my return history and tell me why i've had to contact gilt to get my credits back?
You: where on the labels that were printed is the tracking info?
Vivienne: I'm not sure why you have had to contact us as it is not a known issue that we have. You can locate the tracking info on your Gilt account under the actual return itself.
You: it's not listed...
Vivienne: Today as an exception we can refund you for these as there is no tracking but going forward we can't provide credits on returns that haven't been checked in
You: right... shady!
You: please credit me...
Vivienne: You have been credited now, the credits will be available to use immediately
You: i will be sure to share my experience with other consumers. I right a technology blog
You: write
Vivienne: I'm sorry you have been disappointed with your experience. I have credited you now.
Vivienne: Is there anything else I can help you with today?
You: yes be more transparent and don't treat your consumers like an ATM. Provide a little transparency and you would be amazed what it will do for your shady business
You: to ensure nothing is lost in translation this entire conversation will appear in my blog
Vivienne: I will pass on your feedback to the relevant department regarding tracking on returns.
Vivienne: That's no problem, all conversations here are saved and you can request a transcript of the conversation.
You: and the phantom tracking?
You: where is it?
You: SHADY!
Vivienne: You can't see the tracking now as I have refunded you so our system shows the return as being returned to our warehouse. When you have an open return you can see the tracking infor. Under "View details" on the return and it will be under the "Return Timeline" section.
You: HAHA
You: what a lying sack... i already have screen shots taken
You: before...
You: keep digging
You: you can refund my credit card or it will all go online
You: it does not get ANY more dishonest than this
Vivienne: As previously mentioned in the conversation multiple times there seemed to be an issue with your two returns and there was no tracking showing in the first place. This was an isolated incident and is not an issue that occurs with every member. The screen shots taken are screen shots of an open return with no tracking. This is not something that happens to every member.
Vivienne: Unfortunately I cannot refund you to your credit card as applying the credits without proof of the returns being checked in wa an exception anyway. If you wish to show your dissatisfaction with the service on the Internet that is your choice. We are sorry that you are dissatisfied.
You: you've contradicted yourself multiple times regarding the tracking info. It is clear this is complete dishonesty and deceit. Congratulations on raping society!