Gilt

I am an experienced online shopper, farfetch, luisaviaroma, antonioli, yoox... they all make me happy. But this Gilt is a nightmare. I had shopped there twice and I dun think I will ever, ever buy anything from Gilt again.
1) I bought a M by MJ watch from them. Took a while to reach me but I can bear with that. I opened it up and realised there is no warranty card in it. I got told by M by MJ staff that there should be a 2 year warranty. I sent an email to the Gilt staff -- no reply at all. What sort of customer service is this, may i ask?
2) Bought a pair of heels for my gf not long ago. I received a notification saying that it's been shipped at the beginning of the month. Now it's been 2 weeks, still nothing. Is it being delivered by some marathon guys or something? I tried to track the item through a link provided by Gilt but that link never worked. Have they done any testing on the link before?! I also sent an email to their support 2 days ago, no reply yet. Honestly, I dont have much hope to receive a reply from them.

STAY AWAY FROM GILT. I dont see they value us as customers at all.

I'll admit after I got an email notification about the amazing sale on kitchenaid stand mixers and had already purchased two of them (one for me and one for my mom for Christmas) I started researching gilt and their reviews and I got really nervous! I purchased both of them on a Saturday night after I had gotten off work late in the evening. One sale went through and the other didn't but I got an email Monday saying it was cause something was wrong with te card I'd used (sleepy me out in a wrong number, whoops!). So I corrected the mistake and it went through. By Tuesday the first one shipped by Wednesday the second one shipped, both were at my house by Friday in perfect condition and were exactly what I'd ordered. I was bracing myself all week to be the recipient of something totally different than what I'd ordered or to not receive anything at all based on previous reviews I'd read, I was really scared cause that was a lot of $ spent on two items. But I was pleasantly surprised and very relieved that I got exactly what I ordered in a very timely manner for a great price and no shipping fees! I would totally do that again!

I ordered a Vera Wang dress from Gilt last week for my wife's birthday. It was ordered as a surprise since I was scheduled to be in New York City all of this week. The dress arrived with a huge black plastic security bock attached (which weighed more than the dress)! Assuming that any Vera Wang boutique would have the equipment to remove the security block she went to the nearest Saks 5th Avenue to have this done. When she walked in the door a security guard confronted her since the dress had the security block on it. She was escorted by the security guard to the Vera Wang department and accused of of having attempted to steal the dress. Luckily she had the Gilt receipt with her. I attempted to e-mail Gilt about this and was confronted with their "online" complaint site that did not allow you to write more than 250 words and did not allow one to attached a photo of the problem. I was informed that their phone line was not open until 10:00 a.m. By the time I finally got through to their phone representative, he didn't seem to think this was a big deal. Currently I have merchandise that was purchased for over $300 that I can not use. To be perfectly honest, having been sent out with the security block still on the merchandise, I honestly do not know if this is not stolen stock. I've asked to have it authenticated by Gilt. Do not purchase anything from this company!

This review is for Gilt Home.

Having ordered a couch from Gilt, I have had one of the worst experiences actually receiving a product from an ecommerce store.

The order referenced below was a month and a half late (which meant I had nowhere to sit) for that time period. Not only that, but I could not get a clear answer from Gilt on when the delivery would occur and continued to reach out. Estimates I would get were consistently wrong. At a certain point when the delivery was already a month late, I was told that apparently the item had not even shipped and that now Gilt would look into it.

Then, when I was told that the item had arrived in NYC and I would be contacted by a local delivery agent shortly, I did not hear from them for about 10 days. I called them myself many times and the call would never be picked or returned.

Then today, I received a call at 9 AM saying that the delivery people were downstairs. No warning, nothing. I was not home but since I have been waiting for the delivery for months at this point, we agreed that the delivery people would wait 20 minutes for me to get back. The delivery people were gone by the time I got there 20 minutes later and would not pick up the phone. They then came back an hour later and called me from downstairs to deliver the couch. My building generally requires me to schedule deliveries ahead of time, so I had to break the building rules to accept the delivery.

This is not the level of service I expect from Gilt and this was very disappointing.

I had my card info on the app before reading all the horrible reviews. I decided not to do business with them and deleted the app. I had already done some browsing prior to deleting the app but didn't think anything of it. Well, a few days after deleting the app, I go to check my bank account and see that there is a charge for $691! I had not purchased ANYTHING! I checked my email and they sent me confirmation for a pair of louboutin shoes I most definitely did not purchase. Now my card is canceled and I'm waiting for a new debit card... waiting to get my money back -- ALL FLR SOMETHING THIS HORRIBLE COMPANY DID. I read about this happening to someone else too, so I know I'm not the first and I won't be the last. DO NOT SHOP HERE. If you have had a bad experience with them, CALL THE BBB and REPORT. They need to be out of business! HORRIBLE HORRIBLE BUSINESS

This company sells fake merchandise. In addition, shipping was supposed to be free, and I was supposed to receive a 10% new customer discount, which they never honored. Byers beware.

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 recently placed an order on Gilt via their mobile app. Mobile app did not show the shipping address. In the past I have had no problems placing order on the app and was not expecting anything different. However, this time the order was shipped to completely different address. Upon calling the customer service, they insisted the incorrect address was the default address on my profile at the time of the order. However there is no way to see your address options on the mobile app. What annoyed me is that the rep explained that they recommend using alternate browser rather than rectify the situation. I had to figure out how to reach out to the alternate address and then followup with Gilt again to reship the order. They offered no explanation as to why the default address on my profile had changed or why their mobile app is not their best medium to order. While I can probably understand their mobile app challenges, I am most disappointed in their customer service department and the handling of my call in this scenario.

The item I bought would have been fine, but what I had to go through to get the right thing was AWFUL! New member promo codes that were store appointed did not populate when I was checking out, and when I asked customer service they said they would credit the amount back to my card. They did not. They were not reachable for hours even after trying to chat. 2 weeks later I got the item which was the wrong size. I chatted with them online for 3 more days and no one could help me. They said I could just ship back the item, but I'd have to pay for return shipping. They were also not able to help me with the exchange in size for the correct size at the same price because the item had gone back up in price, so I was told I would have to wait for it to either drop in price or pay more for the item. Again because the wrong size was shipped. This company is ridiculous and I will never buy from them again. It cost me hours of messaging back and forth with no resolution and $10 just to be frustrated with no product at all. This company is a joke, and I DO NOT RECOMMEND!

In the middle of dealing with Gilt third party delivery service who a) scheduled delivery and confirmed it before the item was even in their hands and b) made me wait through delivery window before saying item wasn't there and c) might deliver it "today" because item showed up "just then". Complained to Gilt and got sorry, so sorry, so very sorry and hey, they'll call you within 48 hours to schedule delivery. What? They've never called before to confirm anything, they didn't answer an email about delivery. Why would I have any confidence they'd call? Gilt should have made this right by upgrading delivery to white glove and offering to follow up on delivery since I've been sitting here all day waiting for something that obviously won't show up. I've ordered from Gilt before and if it just arrives via UPS, great. But I would never order anything from them that requires delivery from 3rd party. In fact I'd never order from them again after how little they cared about getting this item to me. All I wanted was a) for the item to be delivered when they said it would, and b) to have Gilt follow up and make it right since obviously the delivery company can't seem to figure out how to do that.

My wife and I have been shopping on Gilt since its very beginning. Majority of the time, we've been pleased with our purchases, however more recently I've become more and more skeptical of the product being offered. The sales they have for specific designers/brands are generally legit, however occasionally you'll get items that are not the true designer product. For example, without naming specifics, you may see a sale for a luxury brand that if you bought in a store (theirs or a dept store) the product will be made in Italy 100 times out of a 100, but what you're purchasing at the deep Gilt discount will say on Gilt that its imported and the actual label will say China. What I've recently found that's more disturbing is today were sale items by a brand called Renvy. The "original" price shows $145 and the "gilt" price shows $99 which seems like a good discount. So, I googled the brand name to find out the trademark is owned by Gilt and it isn't sold anywhere else! Seems to me like false advertising, or at the very least very deceitful! Clearly there's no real discount because it has never been for sale at $145!

This doesnt mean I won't shop gilt again, just shows that you need to be careful and do your research!

You've earned enough Insider Points to receive a $15 off discount on any item. Yay! You're a good customer. You put an item in your cart, price it out with the different shipping options and the $15 off, see it doesn't really add up to a good deal after all and don't complete the order. Done, right? Your $15 credit wasn't used, right? Not exactly. You REDEEMED it, even though you didn't purchase anything, and you now have 2 weeks to buy something and use it or it's gone.

Customer service is not there to help you resolve this, they are there to enforce it. It doesn't matter that you didn't buy anything, or that you didn't intend to redeem the credit and put yourself on a 2 week deadline to use it. You REDEEMED it, and now you're stuck with it. Sorry!:)

This is Gilt's attitude toward their customers. Sell deals that aren't really deals. Enforce restrictive return policies. Ship obviously damaged merchandise (a coffee table book arrived with a giant gouge in the spine). Trick your customer into redeeming a discount that will now expire if they don't immediately use it. Basically, in every way, try to outsmart the customer.

Notice how Gilt only responds to the 5-star reviews here? They are not interested in what DOESN'T work for their customers, which you will quickly discover the minute you have a problem with your order.

I WILL NEVER ORDER FROM HERE AGAIN. I purchased Amika Shampoo + Conditioner. Arrived on time, looks like mr product, smells like my product. But it is watered down and dried my hair out and made it super stringy. I've NEVER had this problem when ordering through the Amika website themselves. Gulit had a cheaper price for the Shampoo and now I see why. I am HIGHLY disappointed and WILL NEVER shop this website again.