SmallBizGenius Analysis
Gilt is an online retailer offering designer goods at discounted prices, but customer experiences are highly inconsistent. While some customers praise the deals and product quality, many others report issues with order fulfillment, product authenticity, and customer service, leading to widespread dissatisfaction.
Category Breakdown
Scores based on analysis of 284 recent reviews
Customer Service
3.0/10Many reviewers express dissatisfaction with Gilt's customer service, citing unresponsiveness, rudeness, and an inability to resolve issues effectively. Several customers mention difficulty reaching a live agent and receiving unhelpful or dismissive responses, as exemplified by one reviewer who described a representative as "very dismissive" and "eager to disconnect."
42 reviews mention thisProduct Quality
4.0/10A significant number of reviewers report receiving products of poor quality, including damaged, used, or fake items. Several customers specifically mention receiving items that did not match the online descriptions or photos, with one reviewer stating, "2 of 3 items are trash and do not look like the pictures!"
35 reviews mention thisShipping & Delivery
3.5/10Numerous reviewers complain about slow shipping times, incorrect deliveries, and missing items. Some customers report waiting weeks for their orders to arrive, while others claim that their packages were marked as delivered but never received, as one reviewer noted: "The other was tracked as delivered but never arrived."
28 reviews mention thisReturns & Refunds
3.0/10Many reviewers express frustration with Gilt's return and refund process, citing delays, complications, and instances where refunds were not issued despite returned items. Several customers claim that they had to repeatedly contact customer service to resolve refund issues, with one reviewer stating, "I am having trouble getting refunded for my returns and am getting no costumer service."
25 reviews mention thisAuthenticity Concerns
3.0/10Several reviewers raise concerns about the authenticity of products sold on Gilt, particularly designer items. Some customers claim to have received fake or counterfeit goods, with one reviewer reporting that a designer bag purchased from Gilt was later identified as fake by an authenticator: "I bought a Saint Laurent Lulu bag puffer in a beautiful blue but when I went to sell it, it was sent back to me because it's fake and I paid $2700 for that bag."
10 reviews mention thisPros & Cons
What Customers Love
"I ordered a storage bench from Gilt and was terrified when I came across the trust pilot rating. I was totally convinced I was going to be scammed but was pleasantly surprised when the item arrived on time and in good condition."
"Had to call Customer Service about a recent return. The process was very easy and seamless to get connected to the right department."
Common Complaints
"I ordered a set of dishes through the Gilt website, which they shipped via FedEx. The package I paid for has..."
"Terrible customer service that ignores inquiries and refuses to resolve delivery issues."
"Seems Gilt is selling more items not listed as used but they are returns and some used from my experience."
"Their shipping policies are absolute trash. It takes around 10 days to receive your order, but if they deliver it incorrectly, they make you wait an additional 5 business days or 7 regular days to look into it."
"They sell fake items. Their international business is rubbish."
Common Questions About Gilt
Answers derived from customer review patterns
Is Gilt legit and trustworthy?
Gilt is a legitimate online retailer, but based on the reviews, trustworthiness is a major concern. While some customers report positive experiences, a significant number of reviewers cite issues with product quality, order fulfillment, and customer service. Many customers have received incorrect, damaged, or even fake items, leading to frustration and distrust. Therefore, while Gilt is not a complete scam, customers should proceed with caution and be prepared for potential problems.
Based on 30 reviewsDoes Gilt have good customer service?
Based on the reviews, Gilt's customer service is a major pain point for many customers. A large number of reviewers describe the customer service as unresponsive, unhelpful, and even rude. Customers report difficulty reaching a live agent and receiving generic or dismissive responses to their inquiries. The negative experiences with customer service often exacerbate issues with orders, returns, and refunds, leading to overall dissatisfaction.
Based on 35 reviewsIs Gilt worth it for small business?
For small businesses, Gilt is likely not worth the risk. The inconsistent product quality, unreliable shipping, and poor customer service make it a risky choice for sourcing inventory or making business-related purchases. The potential cost savings may be outweighed by the time and effort required to resolve issues with orders, returns, and refunds. Small businesses need reliable vendors, and Gilt's track record, according to these reviews, suggests it is not a dependable option.
Based on 15 reviewsWhat is Gilt's return policy like?
Gilt's return policy is a frequent source of frustration for customers. Many reviewers report difficulties with the return process, including delays in receiving refunds, complications with generating return labels, and instances where refunds were not issued despite returned items. Some customers also mention that certain items are not eligible for return, adding to the complexity. Overall, the reviews suggest that Gilt's return policy is not customer-friendly and can be a source of significant hassle.
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