Contact Gilt Support

by RossO410

I gave 1-star because the app itself is fine. Their customer service however, could not be worse. I ordered a jacket ($500+), got it & it did not fit. Called customer service & asked to exchange the jacket for the next size up b/c the original was too small. They tell me that can be done & they’ll send me a shipping label for the return within 24 hours. No shipping label is sent. I call customer service again the next day. This time they tell me exchanges are not an option with their company, so I have to return, be refunded, and submit a new order. Fine. I do that, finally get a shipping label & request the refund is sent back to my credit card. Re-order the same jacket in the new size (which by this time is now priced $130 higher than the first order), and await my refund. 3ish weeks later & no refund has shown up. So i check the app & notice I now have a Gilt credit for the original purchase price of the first jacket. So now, I will have to make a 3rd call to Gilt’s customer service team to deal with this issue. Unbelievably frustrating- never shopping with this company again. If you order something from these people, hope & pray you do not have to return anything!!!

by J.L.Y.Y

I have been a Gilt customer for years and have spent thousands on this app. I have recently changed my shipping address. I contacted customer service by email and phone numerous times to change my shipping address before they ship my package but every time when I contacted them they said ok and promised to make the change but then they NEVER did!!! The package was subsequently being shipped to my old address. I tried to contact Gilt again to change the address before the delivery. I even called FedEx myself and FedEx said all they needed was a call from the shipper, GILT to make the change. I called and email Gilt again, and again they promised they are going to make the change and it NEVER happened!!! Their sheer disrespect and dismissal of their customer’s request is astounding. I have never had such a bad shopping experience. I realized this company must have hired a bunch of lazy and irresponsible people. So now, the package has been sitting in the FedEx store for weeks. I guess GILT expect me to go to the store to pick it up during this Coronavirus pandemic. How ridiculous!!!! I am deleting the app and not shopping at GILT again.

by Mactarkus

I have been a loyal GILT shopper for YEARS purchasing most of my clothes from the site. I spent a lot and regularly to achieve Noir status, which entitled me to top positions on item waitlists and gave me credits when certain dollar thresholds were reached. The waitlist or wishlist was essentially how I did my shopping. Things were much more interesting and exclusive. The search feature on GILT used to be so robust and has been seriously dumbed down in this new model. Rue La La was fine for other purchases and some very nice things but was generally second tier. When GILT was purchased by Rue La La, they essentially became the same site in my opinion and the things I loved the most about GILT were no more. Other than cashing in some credits I had and buying ONE workout outfit, I no longer use them and it has been so terribly disappointing. The site looks and feels like Rue La La, so why bother? I’ve switched over to Yoox. I will always miss my former favorite shopping experience. Poor customer service folks have the same insufficient response for what’s now lacking on the site and I am just weary of it all. I hate it when people mess with a good thing.