Tammy P.

I ordered a pair of shoes from Gilt. They were on sale and advertised as non-returnable and non-exchangeable. Fair enough. Except - the product page advised customers (still does) that the shoes are of a large make and that customers should consider ordering half a size smaller shoes than usual. Trusting their advice is sound and trustworthy, I did exactly that. Then the shoes arrived, but they are in fact not of a large make and so the shoes are too small for me. I called to ask if I can exchange for the correct size, happy to bear the cost, and the answer (repeatedly) was that the item was clearly on sale and it’s not their fault I followed their advice, nobody made me do so. Wow! Then the customer service refused to escalate my complaint or respond, following the third exchange, all the while maintaining it is not their fault they published the wrong advice to people. I am now out of pocket, and without that pair of shoes, and the retailer, is, of course, not budging. It makes no difference that I have been a regular customer and it is clear from my previous orders that I had never ordered size 5.5 before. Up until now, more than satisfied with their service. I will not shop there again, and will be lodging a complaint.