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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
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Hi Natasha,
I am terribly sorry for the experience you have had on this occasion, I can see that you have spoken to a Supervisor in this instance and I can assure you that we are monitoring the return tracking to process your refund as soon as possible.
I've once again moved you to the very top of the waitlist for the dress so fingers crossed this will come back into stock, we are investigating how this mistake arose in the first place. I promise you that your feedback and frustration is not going unheard.
As previously advised, we will certainly be applying your original discount to a future order if you wish and extending a further discount for the upset caused.
Once again, Natasha, my apologies for any disappointment caused. If you need further assistance, please reach out to service@gilt.com and direct it ATTN: Katie so I can take it from here and resolve any further queries you may have.
Warmest regards,
Katies
#GiltService