My experience with Gilt started with a simple order. I was excited for all the brands I found on their site, for a good discount. Ordered 5 items total. I received 2 separate shipping notification for the 5 items, 3 items were being shipped in one box and the other 2 in another. The first box with the 3 items arrived first (albeit a long time after I had placed my order), everything was good. The 2nd box arrived a few days later however 1 of the 2 items it was supposed to contain was missing (the most expensive item in my order no less).

This is when my issues with customer service started. At first I just emailed Gilt to let them know if the missing item hoping it would arrive quickly as I had a birthday trip coming up and I needed it for the trip. I received a response saying someone from their team would get back to me in 3 days. After 3 days had passed and I didn't get a response I emailed them asking for an update and saying at this point I would just like a refund. I didn't explain my trip coming up and that I was in a time crunch now and had already replaced the item because I really didn't feel I had to go into that much detail to request a refund for an item I never received but truly had no use for it anymore.
They ignored my request and said they were still looking into the issue, that they needed 3-5 days now to get back to me and to make me feel better they issued a $15 store credit ( a. As if I had any use for $15 and b. As if I wanted to risk going through this nightmare all over again).

I hadn't hear back from Gilt in a while over the 5 days, so I email them again and asked for a refund. The next response I got was " great news we have a replacement in stock we will ship it out to you tomorrow".
I respond immediately explains how I don't want it I replaced it already and my trip I needed it for had already passed and I just want a refund". I have to reiterate I responded same day I got their email about the replacement being shipped out the next day.

They respond the following day saying it's already shipped, it's too far along now, I can't return it when I get it and they will issue a refund after. So basically I will get my money back over a month after I ordered an item I never got because of their antics.

I respond back saying how ridiculous it is that they did not give my the option to choose between a replacement or a refund when I had asked for a refund 4 times prior and they chose to just decide to send a replacement out instead of giving me the option to choose between a refund and replacement after all the hassle. I let them know it's the worst customer service I have ever received, they literally respond to my every email with an ignore pivot. They ignore what I say or ask for and pivot to what they want.

I got a new response saying "sorry for the trouble but rest assured your new replacement is not it's way, it will be with you shortly" as if the last 3 emails I sent to them explaining I don't want a replacement have never been read".
They also said they would make sure my concerns are heard. Haha, that makes me feel so much better given they way no one has been listening to me so far.

I truly don't understand what is going on with this company. They must have generic copy/paste email responses. It's the only explanation for my request being blatantly ignored. I am truly livid and appalled with how hard it is to get a refund from them.

I truly don't recommend anyone to shop here, the hassle is not worth the savings. It's so sad, because if they had better customer service they would be a great company.

L

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 they 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 have worked in the retail sector for the past 15 years and for many years studied/worked in the legal industry in Australia (including consumer law). In all my years I have never seem such deception of consumers trust as I have experienced with Gilt. With the background I have I can surely appreciate the notion of mark-ups and retailers having this as their source of gross profit; however, to have such blatant and misleading practises on this point is outside the scope of what is reasonable and fair. The consumer should be able to trust that the retailer is giving them fair value for a product and not out to rip them off

I purchased a 'Kate Spade' Branded brangle for USD $89 marked down from USD $168 on the Gilt site, only to find inside the package a hangtag with a suggested retail from the original designer was USD $58.

I sent a complaint and Gilt stated they only price match with ourselves and not competitors. This provides absolutely no accountability especially on a product that they are on-selling as a middleman. They marketed it as a Kate Spade product (which it is as the hangtag in my package shows) and as such should be held accountable to the suggested retail pricing as that is FAIR VALUE of the product they are selling Further and even more concerning they should definitely not inflate the suggested retail price to over 280% (their suggested retail of USD $168) while marketing themselves as a designer discounted company.

Please see the pictures (including hangtag) below and disregard the company'y response to this post as they are clearly attempting to weasel out of the fact they are frausters and nothing more.

This is completely disgusting behaviour from a retailer and I hope the appropriate ombusman in whatever country Gilt is registered shuts them down!

I just bought a Rolex off of Gilt, and wow am I fumed. Waited about 2 weeks for the item, which isn't that bad considering it said it would take about a month to ship. Anywho, before purchasing the item (since it's NON-REFUNDABLE/RETURNABLE), I called in and spoke to a SUPERVISOR named Laura regarding the authenticity and ORIGINAL paperwork for the Rolex and Laura "reassured" me by stating that it does come with ORIGINAL ROLEX paperwork, like all vintage Rolex's do, and they guaranteed the authenticity of the item. Seeing that they had a lot of good reviews, I decided to make the purchase. When the item itself got sent home to me, I was obviously ecstatic. Opened it and took a look at the watch. The packaging was absurd! I mean, it just looked cheap! The watch itself was not wrapped and it wasn't even working. I took a look at the "original paperwork" and if obviously ISN'T the ORIGINAL ROLEX PAPERWORK. I was lied to! I called in once again regarding this issue and the supervisor, Andrea, was SO RUDE to me. I told her the dilemma (the way the item was packaged, what was promised/reassured, and what was received). She stated that she would look for the original phone call to see if I even called in regarding the item, and would call me back within the hour. I waited a whole day! She then called me back that night, and said she could not locate the original call, and that I made the mistake and just wanted a refund on the item. Andrea said that whoever I spoke to regarding the authenticity and original paperwork did not exist! So Andrea basically said I was a liar! I spent $7000 on a Rolex, why would I lie? They did send me an authenticity approval from a "gemologist lab", but when I brought the watch and the paperwork into an authorized dealer that same day I received it, they told me that yes, the watch itself is authentic and original, but I would need to do maintenance on the watch itself to get it working again. They also stated that the paper of authenticity was pointless because it did not state much of anything about the watch because the retail price was obviously off. It was priced for way more then it is even worth, and they also stated that without the original box and paperwork this watch would only worth approximately $3000. Gilt, you need to provide better customer service since you have just LOST a loyal customer. I would rather do business with haute look then you. Gilt overprices everything, and they obviously care about their profits versus their customers. Potential customers and buyers beware. Gilt is an overpriced scam.

Find the best deals on here!

Each time I get an email from them, I'm like: "oh, OK... I like those brands..." and then when I click on the offerings, I'm like: "ewww!" or the sizes are so limited on something I'd actually wear. When they had their Cyber Monday deal this year, their coupon codes were all messed up, and NOT providing the offered deal (40% off). It was pretty easy to notice, because shipping was free and their was no tax. So, on a $100 item that should have been $60 and was coming up as $67, it was clear things just weren't right. Hopefully other shoppers noticed. They eventually went into my account and manually made some adjustments the next day that offered the advertised discount AND the free shipping. Which hushed me for the time being. At that point, I had been charged for the items. 5 days later, I get an email saying the item has shipped and I was charged AGAIN, but that eventually dropped off after a few days. They blame paypal, because one charge is to make sure the $ is there, and then they finally request the money when the item is shipped. Still had both charges deducted from my bank account for days, so think about that if your order is $500... Also, looking at the shipping updates 4 days later, it still doesn't look like a mail man has taken possession of my order.

"Date Time Description Location
12/8/2015 02:07 AM Departing Newgistics Facility Hebron, KY *******
12/7/2015 02:43 PM Electronic Information Sent to USPS Hebron, KY *******
12/7/2015 02:43 PM Electronic Information Received by USPS
12/6/2015 05:12 PM Inducted into Newgistics Network Hebron, KY *******
12/5/2015 11:26 AM Shipped from Client Shepherdsville, KY *******"

Looks like it's been scanned a lot and info has been sent, but when will it leave a warehouse? I forgot how long their regular shipping takes. The last item I ordered (some Fred Perry shoes I really liked), arrived either worn or simply damaged. Like, someone tried them on but gave them a test drive, too. Basically, I've had better luck at Macy's for 2(X)ist sales and selections, and Nordstrom Rack, Neiman's, and even TJ Maxx for Ben Sherman, Penguin, 7 Jeans, etc. Not worth the hassle of reaching out to their support each time something is wrong with an order. And trust me, something will be a *little* wrong with your order.

Quick response, attentive, resolve my Probleme really fast

Great nice work

I wish shipping was quicker... That said, I have had GREAT customer service!

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!