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Business Profile

Online Retailer

Gilt Groupe, LP

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for Gilt Groupe, LP's headquarters and its corporate-owned locations. To view all corporate locations, see

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Gilt Groupe, LP has 3 locations, listed below.

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    Customer Complaints Summary

    • 130 total complaints in the last 3 years.
    • 51 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/21/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on Jan 10 for two *** Yellow Ticket. The order is said to have been shipped, but I have never received the tracking number. The order tracking page also says estimated delivery time is Jan 11. But today is Jan 21, and I still didn't receive the order.I have contacted customer service a few times but didn't get any useful answer.I would like delivery of the order. If the item is to be delivered electronically, please resend it to ************************* If the item is to be delivered via mail, please give me a tracking number.If the item cannot be resent, I would like a full refund.

      Business Response

      Date: 01/31/2025

      Dear Chenying, 
      Thank you for allowing us to review. We are happy to help!  We apologize that you have not yet received your voucher code. We have manually resent this to your email on file with Gilt. This was resent on 1/30/2025. We hope you enjoy your purchase! 
      Sincerely, 
      Member Services

    • Initial Complaint

      Date:01/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 1/9/25 I purchased and paid for an item on ******** in the amount of $590.77 Order#**********.I was sent a confirmation email for the purchase and another email with tracking information stating the item would arrive on 1/16/25. On 1/11/25 I got an email stating that the order had been canceled due to a mistake. I then went on the website and see the item reposted at a high price. This is a disgusting and unethical business practice. I purchased the item and paid for it and should still receive it. The resolution I would like would be to receive the item I paid for.

      Business Response

      Date: 01/27/2025

      Dear *****,
      Thank you for allowing us to review. We are happy to help! We understand your disappointment. When the Chanel Black Quilted Lambskin Leather Bolero bag was added to our site, the price was listed incorrectly. The actual listed price of the item is $5,550.00. Based on our Terms of Use, which you can view here (**********************************************************************), if the correct price of a product is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel our order and notify you of such cancellation. Due to the amount of the price difference we cancelled the item. We hope this information helps you to understand our process! 
      Sincerely, 
      Member Services

      Customer Answer

      Date: 01/28/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      Nothing was offered as a solution, just that a mistake was made and that a purchase can be cancelled whenever.  How is this ok? I paid for an item and it was sent tracking information.  The mistake was made on your end and should have been honored.  

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *****

       

       

    • Initial Complaint

      Date:01/07/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Friday, 3 January, I placed an order with **********. Shortly after receiving the confirmation email, I noticed that the shipping address had been changed to an old address I havent lived at in years. This was not the address I entered during the checkout process.Within 30 minutes of placing the order, I contacted ********** via email and phone to request a cancellation. A representative assured me that they were working on canceling the order and submitted an order cancellation form on my behalf. I also filed an additional email complaint as instructed.Despite my immediate efforts to cancel the order, I received an email today, Tuesday, 7 January, stating that the order had been shipped to the incorrect address. This is completely unacceptable. ********** had ample time to address my cancellation request and failed to act accordingly.I believe this reflects extremely poor business practices and a lack of customer care. I expect a full refund for this order, as the shipment was not authorized after my timely cancellation request. This experience has severely damaged my trust in **********, and I will not be doing business with them again.Desired Resolution:- A full refund of the order amount.- A formal acknowledgment and apology for the mishandling of this issue.- Assurance that ********** will implement policies to better handle similar customer concerns in the future.Thank you for your attention to this matter.

      Business Response

      Date: 01/17/2025

      Dear ****, 
      Thank you for allowing us to review. We are happy to help! After reviewing the order, we see that you used ApplePay as your method of payment. When selecting ApplePay as your method it may override the shipping address selected within your Gilt account based on your setting within ApplePay. We apologize for this inconvenience, but see that one of our concierge team members was able to provide you with an exception and refunded you for the unreceived items on 1/17/2025 to your Gilt account credit. 
      Sincerely, 
      Member Services

      Customer Answer

      Date: 01/21/2025


      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      **** *******

    • Initial Complaint

      Date:01/05/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The merchandise was not delivered. **** customer service keeps claiming it was delivered while the delivery picture was neither my residence nor the mail room. The carrier Gilt engaged delivered the merchandise to the wrong place and refused to issue a refund or replacement.

      Business Response

      Date: 01/15/2025

      Dear S, 
      Thank you for allowing us to review. We are happy to help! We successfully delivered this package on 12/28/2024. We were able to provide pictures that showed the item was successfully delivered to your shipping address. We were happy to see that you were since able to retrieve the package and create a return label on 1/6/2025. This item has been received and processed by our returns team and a refund was processed to your Gilt account credit on 1/10/2025.
      Sincerely, 
      Member Services

    • Initial Complaint

      Date:12/29/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Based on receiving an incorrect item, a return label and a full refund are required. Although the item is a final sale; the no return policy doesnt apply when its due to negligence.Find below several attachments denoting the situation. Ordered the Missoni ***** **** with with an embroidered patch on the right side coin pocket. Received a Missoni navy blue **** with no front embroidery. Refer to the attached Farfetch photo of style #DS22WI0WBW00JT which matches the tag on the incorrect item we received.Henceforth, to avoid no gift for the intended recipient, we no longer require a replacement; which is probably out of the realm of possibility ********* reiteration, send an expected return label to this email *************** HAS NEVER RESPONDED AFTER SEVERAL ATTEMPTS

      Business Response

      Date: 01/07/2025

      Dear ******, 
      Thank you for allowing us to review. We are happy to help! We were unable to locate any previous contacts to us connected to your email address or the order number provided. Please ensure you are contacting us via, **************************** I am so sorry that you received the incorrect item! It was our pleasure to provide a return label so that you can return the item for a full refund.  This label will come directly from ****************** Be sure to check any spam or junk folders, as emails like these can get filtered out. Once your return arrives, we'll issue a refund to your original form of payment (this can take 7-10 business days from the date it is received.) 
      Sincerely, 
      Member Services

      Customer Answer

      Date: 01/17/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ****** ******

    • Initial Complaint

      Date:12/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on December 9, 2024 that was to be delivered by December 16th. Since then, the date to be delivered has changed 3 times and now reflects December 30th. However, the shipping carrier, ****, notes that this item is not even in their possession. Ive attempted to contact the company by chat and email to figure out whats going on and have only received generic responses. I then contacted their customer service line after their **** ***, made a bold decision to hang up on me after asking me multiple times for my order number that was given to him and yawning loudly in my ear at the start of the conversation. Putting the effort on a customer in this was after not only spending money but paying for shipping and the item still has not been shipped. I need a resolution and money back for this disappointing experience. Ive spent thousands on this site and cant fathom how a company that wants to stay in business would operate in this way. Completely unacceptable. Looking forward to a prompt response and resolution to this matter as I expect all three desired settlement resolution options to be put in place.

      Business Response

      Date: 01/05/2025

      Thank you for allowing us to review. We are happy to help! We see that one of our member services concierge processed a full refund for the item on 12/24/2024, in the amount of $137.79 to your original form of payment. In addition we added a $50 credit to your Gilt account for the inconvenience you experienced. 
      Sincerely, 
      Member Services

    • Initial Complaint

      Date:12/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******************** bag purchased 12/15/24 for a Christmas present. Item description stated Loulou medium size bag. Size dimensions 12 inches length, height 9 inches, width 4 inches. Bag received 12/17/24. Package opened 12/20/24 in preparation for Christmas present wrapping. The bag is completely wrong size, it is the small. Small dimensions 9 inches length, 7 inches height, 3.5 inches width. Photos attached show the order for Loulou medium bag, pics of wrong bag sent with measuring g tape showing clearly that it is NOT the medium size. I was charged for medium bag. **************** ticket started 12/21/24.

      Business Response

      Date: 12/28/2024

      Dear ******, 
      Thank you for allowing us to review. We are happy to help! We see that one of our concierge team members provided you an return label to return the bag on 12/23. This will have come from a ***************** email. Once the item is returned, you will receive your refund within 10 days. 
      Sincerely, 
      Member Services

    • Initial Complaint

      Date:12/16/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Package was refused and sent back to shipper. **** has package and is trying to collect money for refused package ***** tracking number ************ package was refused on 12/4 and the shipper received package on 12/9

      Customer Answer

      Date: 12/27/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      *** *******

    • Initial Complaint

      Date:12/11/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear Better Business Bureau,I am writing to file a formal complaint against ******** regarding a refund issue that has remained unresolved, despite multiple attempts to reach an amicable solution.On December 5, 2023, ******** representatives informed me that my $125 store credit, which I was owed due to a previous return, would be processed back to my original debit card ********* After waiting the appropriate processing time and following up on the status of the refund, I was then informed that this promised refund could not be completed. Instead, ******** unilaterally reverted the funds back into my ******** account as store credit.This action is not only contradictory to what was initially agreed upon but also renders the credit unusable. I have since moved overseas and can no longer effectively use the ******** platform to purchase items, as shipping and residency requirements make this credit of no practical value to me. I have expressed my concerns to ********, yet they have been unwilling to return the funds to my debit card as initially promised.I am seeking the BBBs assistance in compelling ******** to honor their initial agreement and process the refund directly to my original payment method. Their unwillingness to provide a viable solution or to follow through on their prior commitments has caused me both financial inconvenience and a great deal of frustration.I kindly request the BBBs intervention to encourage ******** to rectify this matter and provide a full $125 refund to my debit card. Please let me know if you require any additional documentation, including email correspondence or transaction details. I appreciate your time and assistance in resolving this issue.Sincerely,**** **** ************

      Business Response

      Date: 12/18/2024

      Dear Fang, 
      Thank you for allowing us to review. We are happy to help! The $125 credit balance on your account is from two gift cards that you redeemed in January 2020, one for $100 and another for $25. Gilt gift cards are not redeemable for cash, and therefore we are unable to reverse the credit from these gift cards to your credit card. You can see more information about our gift card terms and conditions here: ****************************************************************************************.
      Sincerely, 
      Member Services

    • Initial Complaint

      Date:12/10/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a ***** belt. It was too big. I called to exchange. I asked to waive return shipping since it was an exchange. She said I would need to get store credit. I said fine I just want to make sure I get the correct size before it sells out. Then she said I see it in your cart so I waive shipping. Ordered new belt but gilt lied and deducted shipping. Sent an email. I was told they would credit my account $15 to cover it. Four emails later and they still havent done it. At this point the principal of gilts nonstop lying is so wrong. **** was the last one from gilt that lied.

      Business Response

      Date: 12/18/2024

      Dear Avid, 
      Thank you for allowing us to assist, we were happy to review. I see that for your most recent order of the ***** belt, you enrolled in our Gilt Unlimited annual program which gives you free shipping for a year, along with other exclusive perks, for the initial $30 enrollment fee. Thank you so much for joining! You were not charged any additional shipping fees. You were also provided complimentary return shipping on the first ***** belt return. We do see where you promised a courtesy credit of $15. We have added this $15 credit to your Gilt account. This credit will automatically apply at checkout on you next order! 
      Sincerely, 
      Member Services

      Customer Answer

      Date: 12/18/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      Avid *****

    Gilt Groupe, LP is NOT a BBB Accredited Business.

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