Goodbye Gilt Groupe from an old customer

You know, I don't like complaining about retailers because I feel like they have a really hard job. Customers can be horrible and take advantage of any situation (yes of course they can be wonderful, but it really only takes one bad person to ruin a day). But I do have to be peevish about my latest Gilt Group escapade, where I ordered a dress and received a t-shirt. I mean, there was no question that the photo was misleading. It showed a woman in a knee-length dress, and I received a thigh-length top. I'm 5'6". There is no way that photo was accurate!

So I call to return it and was told it was final sale so I can't. I explain this has to be the wrong item, or misrepresented, or something. No dice. Apparently I got an exception at the beginning of last year (!) and there's only one per customer for life BUT they will make ONE LAST exception for store credit, but not to be such a whiner because I "didn't like it" on me.

It was kind of surreal, actually. I'll spend my credit because I hate losing my $120, but I'm sure not happy about it.

12 years ago

Anonymous

Blah! That is ridiculous.

Thistle

Veteran

Sounds like you are better off taking your $$s elsewhere!

rae

(website)

Yikes. Was just browsing Gilt... closing the windows now. >:(

Mochi

This would be the time to write on their Facebook wall and (politely) complain. You can't believe how attentive retailers can be when it's out in the open.

leopardluxe

I agree with Mochi on this. As someone who works in the field of customer experience (Zappos built its reputation on it) it is shortsighted for them to not make the exception, especially if you don't have a history of attempting to get around return policies (once does not make you have a pattern of this) and the dress was represented inaccurately in the photo --and you are a repeat customer.

Instead of losing a sale they are now losing a customer for life. A customer who probably would have shared good stories about their experience on social networks (like here) if they had positively addressed the issue. But who is now put in a position where they are sharing a terrible experience story, not out of anger or revenge, but so that others don't go through the same crappy experience.

I'd post to their facebook page if only to warn others. Gilt had every opportunity to do the right thing and chose not to. That is shortsighted customer service, indeed. If I were leading that team they would all be getting a lesson on what customer experience means.

It's unfortunate, though, that most retailers don't empower their employees to use their own judgement and make a call on what to do to resolve an issue (Zappos does do this, as does OnlineShoes). In most of these ecom retailers the reps are instead forced to follow a set policy with no exceptions -- or risk losing their jobs.

Seriously, if they'd hire smart people who are passionate about customer experience and then empower them to do what's right, these problems would almost never occur. Sad, really.

Sveta

IK, it sounds horrid. Thank you for warning others.
LL, , you are so right, good customer service is so rare now and as such puts a reatiler in a very favorable position with the clients. I wish there were more retailers like Zappos (and that they ship to Canada )

unfrumped

I think the company's being rude and threatening, almost, is pretty bad, too.
Does the Better Business Bureau still mean anything, or has it been replaced by social media pressure? Because you could send an e-mail to Gilt saying you're prepared to file their stock photos of the garment and the actual measurements and so forth.

annagybe

Do you tweet?

ironkurtin

Ladies, this is the first time I've had this kind of negative experience with Gilt! I'm usually so pleased. It could have just been that one woman, who kept repeating, Oh it's because you don't like it. And I kept saying, I'm sorry, I have to disagree it's because it's *not the same as the picture.* And they did give me an exception, but it's bizarre that because I got ONE exception in the many years I've been buying - seriously, years! - suddenly its a big deal to get THIS one.

I am getting credit with my return, but after my return is spent, I think I'll decline.

And AG, no, I don't tweet. Maybe I'm old and crabby but I just cant get into it.

abc

Can you take a pic of yourself in the item and post it side by side with the stock (or however you call it) photo of the item from the gilt website and post both on their Facebook page? I bet you would get more traction that way - showing (proving) its not the same and shame on them for not making it right? ok, maybe not using the word shame but you get the idea

It seems like in these days you need to take advantage of the technology available to get your point across. Good luck. I'd be curious to hear how this ends up.

Caro in Oz

I think, if you have been a loyal customer & this is the first problem you have had then, it would make sense to let them know you won't be dealing with them in future & why. If it was MY company I'd want to know about it

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