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I wanted to do a quick follow up on my original review for the benefit of other potential or current Gilt customers.
After I put up my review on 11/27/2017, a young lady called Maureen responded here and asked me to contact her. In brief, Gilt offered to waive for me the shipping fee, if I wanted to repurchase the coat and offered oblique and ridiculous apologies plus a boy-scout promise to do better next time. Incredibly inept customer service.
I had to pay several hundred dollars for moth control person to do my apartment after the Gilt debacle. For that, I was offered a $7.99 fee discount.
I rate Gilt 5 stars for social media reaction and 0 stars for overall customer service. I have discontinued my account and have not looked back since. I am receiving much better customer service and better pricing at barneyswarehouse.com, lastcall.com, yoox.com and a ton of other platforms.
I've been a Gilt customer for several years and have enjoyed shopping at the website before. My last experience, however, is absolutely atrocious and I think Gilt has gone seriously downhill. Think twice before buying clothes from them or else your entire wardrobe may become infested with moths!
I purchased a wool coat two weeks ago. They shipped me the wrong coat. I had to repurchase the original one, return the wrong one and wait for refund (still waiting). The process of getting this done took several rounds communicating with customer service who are clearly instructed to discourage customers from doing anything, but buying and shutting up.
I received the correct wool coat yesterday. It was in a sealed plastic bag... with MOTHS in it! I instantly called customer service, who clearly didn't know what to do and all they offered was to issue a return label.
Then I emailed Gilt detailing the situation and asking them to explain clearly what specific efforts they'd make to try to keep me as a customer. And how they'd address the moth issue... After 24 hours, I received a curt and canned response that 'my issue' was resolved by staff on the phone. Textbook customer service ineptitude.
Would I ever take the risk of buying clothing potentially infested with moths again? Double negative.
Hi Mira,
I am so very sorry to read this and would firstly like to extend my apologies for any upset caused to you with your recent experiences.
We strive for a high standard and this experience has not reach ed that, please forward your order to service@gilt.com ATT: Maureen.
I promise Mira to do my utmost to turn this experience around for you.
Warm regards,
Maureen
#giltservice
A R.'s review of Gilt earned 13 Very Helpful votes
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Hi Mira,
I am truly sorry for the upset this has caused you. I can assure you this is not a common occurrence and we will be investigating this internally to prevent it happening in the future.
Mira, I really hope you can give us another chance to prove how much you mean to us as a member. I have added to your account a 30% promotion (Max $75) to use towards your next order, you do not need to enter a code this will be at your checkout when you log in and will be valid for two months.
I hope this helps!
Warm regards,
Siobhan
Gilt Customer Service