GiltReviews 907

I've ordered a lot of clothes and though I didn't like everything I received, Gilt has stayed true to its word and honored their return policy. They kindly waived the restocking fee for my entire return of 7 items because one of the items I returned was not the same item I ordered. They know if they are at fault, they should not charge a return fee. They even refunded the shipping for my initial order (the rest of my orders had free shipping since they give you a 30 day free shipping trial.)

The refund did take a few weeks to arrive, and I actually had to email customer service about the delay. They promptly got back to me and issued the refund right away, which was impressive.

I would definitely buy more from this company in the future if they consistently offer free shipping and if they did not charge a restocking fee. The restocking fee is a bummer because sometimes clothes fits very awkwardly and it's impossible to tell until you try it on. For now I will stick with Bloomingdales since they do free shipping and returns.

I purchased a winter coat from gilt in beginning of february, it FINALLY came about a month later but somehow, when I purchased a WINTER JACKET, they sent me a summer dress. I called to explain the situation, where at first they told me to take a picture and send it to the service department so they can sort the issue out, which they then told me that the item is no longer in stock and not available to reorder. The customer service was absolutely awful, the supervisor was a complete b*tch and could not care less about my order. I used to love this site but I will NEVER order from them again.

For years I rarely shopped elsewhere--loved the merchandise, the service and Noir benefits. Then in Feb. Noticed new $9.50 restocking fee on each returned item. Really? NEVER seen anything like that--runs completely counter to all I loved about Gilt--good quality, good discounts, easy returns. I emailed about the fee, which btw had been stealthily slipped into the policies, and was told twice that was the policy and nothing would be done. Haven't shopped there since and never will--if you're shopping online returns must be simple and free--can't believe they don't understand this. Too bad, used to be a great company.

I received an email stating 40% off for 3 hours! WOW!...
Guess what? It should have read, UP TO 40% off of ONE transaction for a MAX of $30 savings. BUT those CRITICAL details were put in barely ledgible fine print that, if you could see it, you would still need to click terms and conditions to get all the info.
I purchased 3 massages from various locations and 2 restaurant vouchers because at 40% off, what a great deal. When I was purchasing the items, I entered the code and it said that the code had been applied- so I assumed that it was being applied on the back end and I would see the savings in the confirmation email- NOPE!
I was supposed to understand that it meant it had already BEEN applied to one item and that it was no longer valid (a message of "Invalid" would have been more appropriate). With all this said, I assumed when I brought this issue to them via emails and phone call, they would see the deceptive and confusing nature of this offer... The response I received was that I should not have even received the promotion in the first place? (which honestly makes two of us) and the best they would do was take $30 off... I spent over $500 that I would NOT have spent (being a new mother of twins) had it been made clear at ANY point during the transaction! Nothing like paying $155 for a 50 minute massage! After being told by several annoyed representatives in Ireland that I was out of luck, (and I was not yelling or nasty- just trying hard to explain the situation) I felt I had to warn other customers - BEWARE of Gilts offers! They have hidden terms and conditions which make the promos average at best & undesirable/damaging.
I am done with GILT after years of ordering from them - They have lost my trust and I will be sure to mention to all my fiends who shop Gilt too =( Shame to lose customers to so many other sites that offer the similar services i. E., Ru, Ideeli, Hautelook, Groupon, to name just a few competitors.

The problem I had was quite minor and I really didn't expect anything to come of reporting it as I was still quite pleased with my purchase. I just wanted them to know so maybe they could correct it for the future. First, I was really surprised at how quickly Gilt responded to my email, and how understanding they were of the problem. The customer service rep was great, and solved my issue in such a short amount of time, something that I did not expect. I would never hesitate to purchase from Gilt in the future.

I recently purchased a Verlaine "Bernard" marble topped brushed nickel finished coffee table from Gilt.com. After unpacking, I noticed the quality of the metal finish was not completely smooth and there were areas around the weld joints of the table which still had the burn marks from the weld area not brushed out. The metal is not finished in any way. My guess whoever actually produces the table base, its fabricated, welded together and then the metal is given a quick brushing. The surface is uneven in its patina and finish. The layout of the metal pattern is not done very well, some uneven gaps overall. This looks like an amateur made the base. The marble top which came with it is very poor. The top is 24" wide and its actually made from two pieces ( of scrap marble?) seamed together. The cut line is evident on the underside of the material. The marble edge is also piece-mealed together ( leftover scraps used?) and the joint around the edge where the two come together is raggedly filled with some type of hardened compound. The finish of the marble has some pitted areas, one small patch not smoothed out and overall very dull. It has the look of a piece of weathered marble you'd find on something 50 years old from a consignment shop; just not a new looking finish. The item was listed as a final sale with no returns. My big issue is the poor quality of the table, lack of ability to actually rate products on their site ( wonder why?) and generic description on the site. This table was made in India as indicated by the tags on the bottom of the base and marble top. Shipping via XPO delivery final mile. Table actually arrived 1.5 weeks prior to estimated delivery date and sat in their warehouse. Deliverymen mentioned this as well when they delivered to the house.

I have been a gilt customer for years spending way more than I should. They are great until you need to return an item. Recently ordered expensive ruby and turquoise earrings. Nothing in the description indicated that the rubies were slices. Big surprise when they came in the mail. This is illegal! But even worse it renders the earrings worthless. Next stop for me is my lawyer. Why would a company jeopardize their relationship with a good customer. Makes no sense

Gilt ultimately took back the earrings. I thought I was receiving a refund... but of course it was for store credit.

I LOVED gilt. Bought everything on there for 4+ years. Sometimes clothing didn't fit or an item wasn't what I expected and customer service was always top notch. Enter Saks Off 5th and now it's hautelook with a more intuitive interface. Hautelook sucks if your not aware of it - Nordstrom purchased it when it gained popularity and it sucked ever since.

With the entry of Saks, Gilt now charges sales tax in the state that I live in. I am rating it a 2 because I still like using their interface to shop but with tax plus shipping... I just google the item I want and can usually find it priced slightly higher or at the same price but without tax or shipping charges. I am sure that gilt will now take the same path as Nordstrom's hautelook and reduce their quality in products and service while they increase their margins.

I cancelled my most recent furniture order and returned a shirt that was in the process of shipping. Never again.

Boo! Who's with me?

I purchased a shirt that was on sale for $100 that looked so cute in the picture but ended up being totally cheap quality thin jersey material with raw edges. I paid $9.95 for shipping and was supposed to get free shipping for 30 days (for the next 20 days?). I'm not sure who's making up these rules. Now they have the audacity to charge a restocking fee of $9.95 to return an item and had the nerve to tell me that I elected to receive free shipping for 30 days for the next 20 days?! I won't be shopping with Gilt again ever! I've gotten my last cheap, defective item from them! I'll stick with MyHabit!

Update: I did contact Michael via email and explained the situation, even providing the name of the customer service representative I spoke with. He never contacted me again. Nice try to make it appear like Gilt goes out of their way to do the right thing though Michael.

Bought two pairs of jeans which were significantly tighter than what I had been expecting based on their photos of the jeans. Decided to return the two jeans a few days after I had ordered them. Gilt refused to waive my $19.00 restocking fee for the jeans despite both jeans being brand new and still with their tags. Moreover, the jeans were improperly portrayed on their website.

Gilt has terrible customer service and all they care about is their bottom line. Gilt has no interest in customer satisfaction. Would you like to spend your hard earned money with a company like that?

While the selection is attractive, buyer beware

I have purchased thousands of dollars worth of light fixtures and home decor from them

Within a few months I have had problems with half of them.

Arrived damaged. Poor packaging of one of the fixtures
Costumer service refused to take it back or handle to manufacturer
Other light fixtures bulbs went out within days
Nearly impossible to replace
Carpet matted within a few months
Costomer service is useless and refers to the manual rather than ethics and common sense and decency

Why bother with the Costomer service department at all if the intention is to refuse every email they recieve?

Move on to other sites. This one is on its way out

I have learned to research prices before buying from gilt. I have found they misrepresent retail prices. For example, today they are selling the cuisonart handmixer at the "sale" price of $50, and indicate the retail was $90. The same hand mixer is $50 retail on the cuisinart website. This is common in my experience. I have called customer service to ask about this fact in the past and got nowhere. They are dishonest, and I will be deleting the app off of my phone. They should be ashamed of themselves for deceiving consumers.

Purchased a pair of dress shoes that the leather peeled after being worn two times. I do not wear these very often so I didn't realize the defect in their time period. The customer service was terrible and did nothing to remedy the situation of defective shoes. I will not be purchasing from them again. I understand that there can be issues with products from time to time but there is no excuse for poor customer service and the customer baring the cost in these situations.