Giselle O.

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