Gilt

I placed an order at the beginning of May and delivery should have been between 17-24 of May, waited until the 24th and no delivery. I called to see what was going on they said something was wrong and my order and was not processed, someone dropped the ball there, they fixed it I was told and in two weeks I would receive my order, remember almost a month now. Two more weeks go by and still nothing. Call again and the detective specialist finds out that they are on back order in the meantime they are selling the same items online and shows that they are in stock. A few days after I receive an email to rate the delivery service, worried of what could have happened (I was supposed to receive a call to schedule the delivery and I had not.) I called back to see WTF is going on. Im now told that my items are on back order for another 75 Days. I have purchased in the past special order items that took 6-8 weeks so I didnt mind waiting, I just wish I was told from the beginning. Something doesnt feel right about the whole thing thats why I decided to write this review hopefully helps someone that is shopping, because anything you can find here Wayfair, All Modern probably already has it at the same deal or maybe even better and more important they have best customer support you can find anywhere the best I know that from experience. STAY AWAY FROM THIS PLACE.

I purchased a bed and two dressers on Oct. 5th. The manufacturer alerted Gilt that the bed was on backorder but they didn't tell me until a week after I purchased the unreturnable items. The dressers were not on backorder but they lied to me and said they were to avoid extra shipping costs. I caught them in a bold faced lie so they finally gave in and shipped the dressers last month. The bed, now 4 months later is still not here. Their shipping company lost the bed and Gilt has wiped their hands of it. They won't give me a refund and I spent well over $3000. I changed my entire room to match these items and now I have half of a set I can't get my money back. I filed a Better Business Bureau complaint and they LIED again and said they spoke to the shipping company and they will schedule a delivery. The shipping company said they just spoke to Gilt today and that they still haven't found the package and therefore cannot schedule a delivery. And to boot, the item number now says it's half king bed parts and half queen parts. Gilt said they don't know if that's really true or not and can't do anything about it. I'm still sleeping on the floor and Gilt has done nothing to help. They have the worst customer service ever and most of the time it takes 45 minutes or more to get a live person. SAVE YOURSELVES AND NEVER USE THEIR COMPANY. EVER. SO MANY OTHER GREAT SITES OUT THERE LIKE WAYFAIR for home goods.

Your request with Gilt City Support has been solved! Please see below. You can respond to us by simply replying to this email.

Stephen O'Reilly, Oct 26,17:44 EDT:
Hi Laura,

Thank you for reaching out.

I am so sorry to hear you had such a poor experience at your brunch.

Unfortunately, as this offer has now ended and was marked final sale, we're unable to provide a refund. This policy was stated on the sale page for the offer, and again at checkout before your order was submitted. I'm so sorry for any disappointment!

I have however, applied a 10% courtesy gesture discount to your account, for use on your next Gilt City purchase. This discount will be valid for the next 30 days and has a maximum discount of $25.

Apologies again for any inconvenience or disappointment caused.

Should you ever need assistance for any future queries you can also contact us on Live Chat here - www.gilt.com/support.

Warm regards,
Stephen
Customer Service Specialist

Laura smaldone, Oct 26,09:36 EDT:
To whom may this concern,
I bought the Gilt City voucher for a Brunch for two in Le Granier, which was 48% off (retail value $88). But when I went to the restaurant, the only option they gave me for the voucher it was the Brunch menu (you can see a picture of the menu below) which cost every Sunday $19.95 per person ($39.9 for 2 people). Then I paid in the restaurant for the service 10% more. So I think it was a misrepresentation of the offer, because you are saying that you will pay $45 (but 48% of $88 is $42.24 and not $45 as I paid) and you will receive $88 service for a Brunch but this is not correct, there is no offer actually. I paid what it cost for a Brunch there. You should sell these offers without deceiving costumers.

One star is way too much!

Gilt accepted my PO Box address. They then accepted my money. Nothing arrived. I called customer service and was informed that they use Fed Ex and Fed Ex does not deliver to PO Boxes...?

So where is my package? Why wasn't I notified that the package wasn't coming? Why isn't there an indication next to shipping addresses that they won't deliver to PO Boxes while ordering? Why did they take my money when there's no possibility of delivery? All legitimate questions! None of these questions had an answer.

I was informed that if I'd like to drive out of Los Angeles to the nearest Fed Ex hub (in a neighboring city which means 2 hours of traffic-each way) I can have my package. But while I live in Los Angeles I'm working on a movie in Atlanta, Georgia until July- so that won't be happening! Had I not been suspicious about the quiet and called them, I wouldn't have even known that the rain boots weren't coming! They have no respect for customers. The time wasted, the effort expended, or the frustration they dump on an otherwise spectacular day. I ordered those boots because I actually NEEDED them- time wasted! And today, I didn't have time to eat lunch in the middle of my 15 hr day because I had to piece this nonsense together. I also slipped and said the EF word on the customer service line. No wonder "foul language" is an epidemic in customer service! That's just karma. And well deserved if you want to be party to abusing customers on behalf of $hitty company like Gilt. You can't expect 'please' and 'thank you' from customers while you take their money and treat them like dog crap!

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 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.

It's been 10 years since my last order from Gilt. I have usually been satisfied with my orders and have never placed and had that order cancelled. Well gilt recently partnered with kitchen aid and BerfHoff I thought awesome I've been wanting to get some new things for my kitchen. After spending a small fortune and being happy with my purchases I thought I would set up my birthday bbq for this year. Living in a condo I was just going to order out but found this great table top grill from berghoff. I order a ton of le creuset to cook on it with and get my outdoor set up ready for my birthday celebration. Well my ordered for the bbq grill was cancelled with no notice. After spending almost an hour on hold the representative tells me that the Partner Berhoff has claimed the item was out of stock. Now gilt ALWAYS tells you how many are left so I find it hard to believe they didn't know they were out. As I was on the phone I was able to place another order for That same item through gilt. It had to be cancelled as well. Now my other orders for the accessories are out for shipping and cannot be returned until I receive them, and take the time to ship them back. Now I will have to rearrange my entire birthday celebration as a result and must wait now to get reimbursed for the money I spent. There was zero communication from them as to why, the only reason I knew was because I checked today to see if the item had shipped and noticed it said cancelled. They wouldn't have even reached out to tell me and I would have been waiting and wasting time on figuring out my next moves for my birthday. Honestly don't remember what made me stop shopping at Gilt but after a decade of being off the site I can say I genuinely say I regret my purchase and that I got all excited only to have them severely let me down. What a bummer I really was looking forward to my gift.

Shopping on Gilt.com used to be a wonderful experience, both in terms of pricing and customer service. However, over the last one year, its has become from bad to worse. I experienced this atleast twice where they refused to resolve the complaint inspite of admitting their fault as per their 'policy' or 'techinical reasons':
1. I had an international shipment and they charged me in local currency instead of USD although i selected USD as the payment currency in the order screen. This would not be an issue, if they hadnt charged me 8% EXTRA without any reason any REFUSED to refund as the order had been 'placed'.
2. Recently, i placed another international shipping order for 7 items. Because of custom rules, one item could not be shipped internationally (which was NOT menioned jn item description). Weirdly enough, Gilt cancelled the ENTIRE order without ever asking me for a US addres which i could have easily provided, or cancel the ONE item which could not be shipped internationally. Worse, when i wanted to place the order again without the restricted item, 3 of my 7 purchases were UNAVAILABLE...!

Ofcourse, their customer service was totally u helpful which resulted me in writing this review.

Product was exactly what I wanted and sent to me in the time frame that it was promised. Thank you.

Wow wish I had looked on this site before ordering, looks like many people have had same issues I have. Living in HK I purchased a sequin Dolce & Gabbana dress in size 42 during Memorial Day 25percent off sale. There were 3 dresses available when I purchased. Finally arrived today and is a hideous Trina Turk shift dress in size 8. Dont understand how they can make such an error? I was then told that as no more in stock they could waitlist the dress for me, but not save me dress should they find it- even though I have already paid for it! Add to that I was told I had to send back the offensive Trina Turk dress by international mail and only after they received it would they refund me in 10-20 days. Huh? Shouldnt you come pick up the dress yourself? All this after multiple emails, me having to call them and spending an hour on the phone. So basically IF the missing dress gets found and put on waitlist, I have to purchase again, even if they havent refunded me. Beyond appalled at their lack of customer support and feel like I am expected to go out of my way to fix their error. And they cant even hold the dress for me should they locate it or one gets returned. I so want this dress and so disappointed with their complete lack of tracking. Reading other reviews it seems like their ecommerce platform is a complete mess, so buyer beware. Would never have this response from Shopbop, Net A Porter or The Outnet

Update: What use is their canned response below? Again absolutely NO assistance to actually rectify the situation?! I have never written a bad review about about a company before, but every interaction (that I have to initiate) just shows their complete disregard for the customer

Edit

Reply from Gilt
Published 116 minutes ago
Hi Natasha,

I have reviewed your order, and I am truly sorry for any upset caused, I assure you that it was not our intention.

My apologies for any inconvenience or upset caused, once again. If you have any further questions please do send me an email via *******@gilt.com ATT: Andy

Warm regards,
Andy
#giltservice

Customer service from Megan was excellent. I was going to cancel an order and she changed my mind!