GiltReviews 908

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

I place a final sale order with Gilt and it took 3 months to arrive. In that time the price dropped $100 dollars. So I called to see if they would credit me the difference since my order had not shipped, and they couldnt. Ok, so I asked that they cancel that order so I could repurchase at the lower price, they could not cancel my order either. It seems that products come directly from the supplier and they lose control of the order once its placed. The worst part is, they also have no quality control over the product that is shipped. They have no idea the condition the product is in. In my case my acrylic picture arrived with chips, scratches, and cracks in it. Calling customer service is a waste of time, all they say is there is nothing they can do. So you sell a product, call it final sale, and wash your hands of delivering a quality product or providing any time of service to the customer that shops your site.

If I could give them zero stars I would. I ordered two pieces of expensive furniture from them and the pieces were MONTHS delayed, without even so much as a heads up. I called no less than 7 times trying to expedite or at least learn what the timing was, as I was incurring major construction delays because of this. They never did anything to help, didn't return calls, and did nothing to make up for my negative experience... or the fact that the promised dates on their website were never met. Total nightmare!

I shop for EVERYTHING online from groceries to clothing to furnishings. This was my first order form the Gilt Group and it was a rather expensive dining room table. The first time it arrived, it was severely damaged and had to be returned (2 holes that actually went thru the table form a fork lift). The second time when it arrived, it was almost comical. It was SO FAR from the item pictured. I immediately contacted them with pictures snipped from their site and the actual photo of the table that arrived and they look nothing alike. Nothing. They will not take the table back. They will not issue a refund. They will not even acknowledge that its not even close to what they have advertised. I walked the photos around my office and got 12 separate opinions. Everyone said that it was not even the same table. I am not being dramatic, but this company is criminal. I should have never strayed from Wayfair or Amazon. Both have impeccable customer service when it comes to all aspects of purchases and returns.

I have bought numerous stuff from gilt. I was a big fan until today I met my worse match. I had bought pkolino little reader chair for my toddler. I received a damaged chair cover. I asked if they could replace chair cover with a new one. They said they cant replace but said they will credit $5 to my gilt account for the cost of the zipper. The customer service went upon saying me to find a seamstress and buy the zipper and it will be fixed. I am not happy with customer service who went upon telling me its a fixable matter and ordering me to do something that was not my fault. I have toddler so I typically dont have time to go to a store and fix a problem thats why I shop online. If it was amazon they will fix the problem right away but gilt service is incomparable with amazon. I will definitely not shop in gilt anymore. Buyers please be aware of non returnable items.

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.

Gilt has fraudulent online selling practices and misleading products advertisement. I bought a dresser with a changing table on top from their website. The changing table was portrayed to be vertical, but what arrived was a dresser with an horizontal changing table. The 3 or 4 different people in customer service I interacted with provided ludicrous explanations ranging from the fact that one cannot rely on a picture (!) to the fact that if I physically walk around the dresser it becomes vertical. They offered a small partial refund, but refused to take it back unless I sustained the shipping costs, which are of course high for furniture. Wasted hours discussing the issue with them over several days. STAY AWAY.

I've bought a significant amount of merchandise through Gilt. I have not had an issue with clothing but have had issues with their furniture. I purchased two wooden coffee tables (final sale) and immediately noticed they were poor quality. Within days pieces came loose. I decided to fix them myself with a drill and some wood screws.

I should have known not to order furniture from them again but was in need of a large area rug and saw one on their site at a good price. A couple days later I tried to cancel the order. They gave me some story about how the order had already been sent to the vendor and that you can only cancel an order within 10 minutes of when it is placed (another rep told me 5 minutes).

This item had not shipped yet. They said there was nothing they could do for me. I asked if they or I could contact the vendor. I asked that they not ship this item to me. They would not help and told me their computer would not allow them to cancel.

I question whether their responses or excuses were even honest. At the very least they were questionable and they were incredibly dismissive. Their business practices are predatory. What could possibly prohibit them from not shipping something that hasn't shipped (and won't for another week or two)? I have never had trouble halting a shipment from any other business I have dealt with. Why can you only cancel an order within 5-10 minutes? After 11 minutes your screwed then?

If you place an order with Gilt they take your money. This rug cost over $1000. They offer many expensive items on their site so beware, you could lose a lot of money. They don't have a customer service phone number on their site (another red flag).

I suspect I will end up in dispute over this. I will be sharing this story/review on other sites. I will be contacting the BBB as well as econsumer.gov

Never never buy from them. I've ordered Modloft bed back in November 2017, they promised to deliver it by end of December. After my multiple follow ups with them they told that the order can be delivered by the end of January. 1/19 I've received an email that the order cannot be delivered at all (they still have this product advertised on their website and manufacture is still producing this product).
Stay away from this retailer even if you see products cheaper,- you can be negatively surprised with their false advertisements. They can cancel your order without any reason. They are not committed to customer satisfaction, demonstrated very poor communication level. I wish I could read some reviews before ordering from them.