Michelle M.

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, they 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 SiteJabber 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 Sitejabber 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 SiteJabber, 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: **************]
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!