Gilt Groupe

Hi there, As the member advised, this is their first order with usAs such, when they were browsing the site, their shipping address was not enteredIt is only when this action is completed (in this case when the member was checking out on the item) that the currency will be converted to that of the member's country of residenceOtherwise, the default will remain USD unless manually altered by the member themselves via their account settingsFor returning members, or those who input their address before browsing the site, they will be able to browse the site in their own currency where the actual cost of the items will be displayed and will avoid confusion and issues such as this The member was correctly advised that the pricing was correct on their itemIn the case of international orders, our international processors, BorderFree, do apply a mark up on top of the exchange rate as any service provider or institution would The correct and complete cost of the item was displayed for the member before the order was placed and the member was under absolutely no compulsion to place the order if they were unhappy with the increased price for orders that are shipped internationally Had they contacted us at this point, we would have been more than happy to clarify the situationHad the member even contacted us on the date that the order was placed (May ***) we may have been able to cancel the orderHowever, the member only reached out to us regarding this matter on May [redacted] when the order had already progressed past the point of retrieval The jeans are still returnable within days, and the member is welcome to return them to us for the refund, but as per the terms of our returns policy, they will unfortunately bear the financial responsibility of returning the jeans to us Warm Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Since they neglected the pictures again and again, and repeated the descriptions which I regard as escaping their responsibilities, I advice that they put the bag in the “fair” level, because it fits all the descriptions of “fair”(Heavily usedVisible signs of wear that impact the appearance of bag.)but not “good”(Regularly usedShows more signs of wear on leather and or hardware but appearance of bag is good overall.).I think you they understand that their descriptions(signs of consistent handling on leather/hardware; wear to lining, hardware and drawstring, scratches, scuffs, and black) of the bag seems to fit all the things that are seriously destroyedSo they mean that they don’t need to be responsible for any seriously destroyed things they will send to consumers? Everybody knows that language is vague while describing the quality of a product , far less clear than picturesPictures are the most vivid and clear tools for consumers to get close to the products that they want to buyWe need the real pictures of the product so that we can know the real quality of it and decide whether to buy it or notOtherwise, there is no need to put the pictures of the product on the internet for consumersIsn’t it ? Their putting the pictures that are totally different from the reality really disappointed me! What they did not only wasted their time they spent on PS, but also cheated their consumers who trust themContrastThe irony is,they dare not to constrast two kinds of pictures which have a huge difference In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Damaged item I finally received the item but it's damagedI have sent the picture to [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] **

Hi [redacted] , I can see from the notations on your account that you have been in contact with our Customer Service Team in regards to this case This has been forwarded to our City Team to review and they will reach out to you once they have a resolution in this matter Please note that this process can take 3-business days.Regards Denis Customer Service Supervisor

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Hello, the item with Order# [redacted] has been returned about weeks ago and I received an email from Gilt that the return item has been received by GiltI still didn't get refund from Gilt but since it takes up to weeks, I am waitingAnyway, what I want to make it clear is, it was never a "confusion" but an undeniable mistake made by GiltIf you see the attached files, the order number in the "order confirmation email" and "order cancellation email" and "your order has been shipped email" is all Order# [redacted] Those emails are all about the Order# [redacted] If two orders were made at checkout, there must be two different order confirmation numbers because each order has its own unique order numberThe response I received from Gilt via email never made senseAccording to the Gilt customer assistant, in Gilt system, it would show as the same order number but with Borderfree, it would be showing as separate numbers (You can find the email from the attached file) Then why didn't Borderfree send me the different order number if Borderfree sees two separate order numbers? Why didn't they send me the cancelled order's order number? Because there was only one order and it was cancelled due to the incorrect payment I provided as the email says but Gilt accidently just shipped it out and charged meGilt customer assistant also said I "doubleclicked" at checkout and that is why two orders were madeBut I order the sweater with my mobile phoneI did not doubleclicked anything, I just tabbed once to click the submit order button then it went through with the thank you messageAnd then I received the order confirmation email for Order# [redacted] Gilt's "Two Orders Theory" never makes senseAlso Gilt customer assistant kept telling me that one of the two holding authorization in my bank statement will be removed, but there has been only one holding authorization from the Gilt order and it has been chargedI checked with my bank and it was crystal clear that there was never two holdings for this orderMy order has been returned because Gilt sent me the return label and it took days since I sent an email to the Gilt customer to fix their mistake Also one more question, the order cancellation email says that my order was cancelled due to the incorrect payment information I provided at checkoutAnd I did not update the informationHow did the incorrect payment information go through for the order and charged me? That is why I thought it was fraud at the first when I found out that I was charged for the Order# [redacted] I have been writing same thing over and over because Gilt is not clearly answering to my questionsIt has been very stressful and depressing meI feel so helpless and despisedHow could you say that it was all on me by stating the word "confusion"? I was not confused with anything, everything was so clear that my order got cancelled due to the incorrect payment information I provided and there will be no charge with the Order# [redacted] However, because Gilt got confused, they shipped out the cancelled order to me I do want the truthThank you, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

Thanks so much for your responseThe order number is [redacted] My account was already credited $so honestly I would be fine with just getting the remaining $credited Thanks for your help

Hello ***I have advised you on all previous correspondence that I have given to our Legal Team I have also advised you of where we stand with regards to your issues as per all our terms and conditions of this offer This information will not change We do not offer direct correspondence with our Promotions Team.I have also advised should you wish to correspond with our legal team directly you will need to reach out directlyPlease see below copy of this correspondence.Denise C [redacted] [redacted] ***Hello ***,Thank you for your response.However to move forward to address your statements with the relevant department the requirement would be that you send in your concerns in writing toHudson’s Bay CompanyLegal Department [redacted] ***I would like to advise you should you need further assistance from customer service please do not hesitate to reach back out to me.warm regardsDenise C [redacted] Gilt Customer Service Management

The image on the site does include a picture of a complete stroller but the description does say Double Kit Seat We have created a return for the member so that they will get a full refund for the items when they are returnedWe do not have the complete item therefore we are not able to send the complete strollerWe are getting the image updated on our site to avoid any confusion

Hi [redacted] ,Once again I do sincerely apologize you received an incorrect package.It is with regret that we do not have the original items you had ordered in stock and have been wait-listed on your account.From review of your account I can see that you have been given a full refund for the original order you received incorrectly and we have also applied a $account credit to cover cost of overnight shipping for replacement items.Should you have any further questions please do not hesitate to reach out to us.Kindest Regards, DenisGilt Customer Service Supervisor

Hello Ellen, I hope you are keeping well I am so sorry for the inconvenience caused hereI have looked into your return for you and I have pushed through your return for you nowPlease allow to business days for the refund of $back to your Visa ending with *** Sorry for any inconvenience caused here Kindest Regards, Cian

Hello,Thank you for reaching out to us.I believe our international agent has been in contact with you regarding this issue today She has advised that you will receive a full refund to the amount $back to your credit card as soon as we receive you item back to us.I hope this clarifies your situation and should you have any further queries, please do not hesitate to contact us.Warm RegardsRachelManagement Team

Hi There, Regretfully we would not be able to refund you for any additional costs incurred by you to receive this package From CustomsRegardsDenisCustomer Service Supervisor

Hello all, We have reviewed this case & we have escalated this to our vendor to see if they'd like to accommodate the customer however this vendor is contractually not obliged to contact customers directly as we have ownership over orders that are placed on our siteThis order was sold as a final sale item & this was advertised numerous times in the ordering processThe customer agreed to this at purchaseSince the order was placed in January 2014, we cannot green light a return exception as it's now impossible to tell how this was order was treated over the last year & eight monthsFor this reason we have declined the customers requestAt this point it is up to the vendor if they'd like to assist & this escalation is ongoing

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I would like to cancel the order of the blanket as long as I receive the total credit of:Order Subtotal - $17.00Sales Tax - $0.95Shipping - $2.18Total - $ In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Hello, We apologize that you feel that we did not adequately resolve your issueAs outlined by my colleagues, we will not be issuing a partial refund for this orderTo accommodate you on this occasion we can issue the refund manually once we see movement on the return trackingWe do not typically issue refunds at this stage as item need to be checked into our inventory first of all but we can allow an exception under the circumstancesIf you like, you can wait until this stage before submitting the order for the item in your cart.To reiterate, regrettably we will not be issuing a partial refund for the items and we cannot send out a replacement setWe are more than happy to accept a return for a full refund, no return and restocking fee, back to your original form of payment but unfortunately your request for a partial refund is not possible*Please let us know how you would like to proceed.With regards, [redacted] Gilt Customer Service

Hi There, I can confirm that our IT department have advised that the email address on file has been unsubscribed from email as of Friday, May **, 8:39:PM and would take 3-business days for communication to ceaseIn order to get this matter resolved for you in a timely matter we do need you to forward the email (or screen grab) that you receive from Us so that we can send this over to our IT department to review and resolveOnce again I do apologize for the inconvenienceKindest regards, [redacted]

Hi ***, I am sorry that you have experienced this as this should not have happened, in order to get these issues resolved, you will need to contact our order management team there phone lines are open 8am - 3pm ET Mon - Fri ESTIf You can call in between these hours and they will be able to assist you further here Kindest regards, Denis Gilt Customer Service Supervisor

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: There is a difference of AUDbetween the amount paid (AUD2,519.40) and what has been offered by GILT as a refund (AUD2,452.10)I have been advised by Gilt that the shortfall relates to the shipping and insurance for the return of the itemThe question of the handbag's authenticity relates not just to the hardware but more to the fact that there is no unique serial number within the interior lining of the handbag which provides evidence of its authenticity.While technically the handbag should be destroyed (as it is a counterfeit), I would be happy to return this item to Gilt for the purposes of obtaining a full refundHowever, I am unwilling to pay for the postage/insurance for the return of this handbag given that Gilt has not sold me an item that it has advertised, that is, a genuine [redacted] handbag In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hi [redacted] ,Firstly I would like to apologize for the poor experience that you have had in waiting to receive your throw, and rest assured such delays are not at all a common occurrence here at GiltI have taken a look into this further you and sadly as yet, we do not have any further updates with regards to the status of your order however our team are actively investigating this for you and we have been advised as of today that they have attempted following up with the vendor again.I do apologize for any misinformation here however with regards to a refund, and certainly we would keep any charges from a member for any orders that cannot be shipped and have not yet bee shippedI note that this order was placed using credit issued to your account from our T-Mobile $gift card promotion, and I would like to clarify that in this case should you wish to cancel the order, you will receive this credit back to your Gilt accountIf the order is cancelled, this credit will automatically be issued back to your Gilt account and it will stay valid for year.Our team are still investigating this delay for you however owing to your inconvenience we are happy to accommodate your preferenceIf you would like to advise whether you wish to proceed with this order or if you would like to cancel it, please let us know and we can advise our vendor management team of your preference, and we will ensure that this credit is reinstated to your Gilt account.Warm Regards,Nicole