Was Gilt Groupe Hacked? (UPDATED)
Members of online discount retailer Gilt Groupe received an e-mail Monday afternoon alerting them to an order error on their end involving a pair of Thompson London cufflinks.
According to the message, Gilt promised to refund the amount of the initial order and send the pair of cufflinks — for free.
Multiple attempts to log on to the site to check account status resulted in error after the account page refused to load. We’re not sure if Gilt was hacked or if something just went very wrong with their mailing list.
We’ve sent an e-mail to Gilt, but in the meantime any info would be much appreciated!
Final Update: GiltGroupe has confirmed via Twitter that they weren’t hacked. We hereby lay this Breaking News Alert to rest.
Update #3: A source at Gilt Groupe told us the site wasn’t hacked; it was simply an accidental e-mail blast. Hopefully this is the final update. (No promises, though.)
Update #2: A tipster reports that the toll-free number listed in the e-mail goes through to Sam Edelman, but according to GiltGroupe’s website, its their Customer Service number.
Update (via commenter NYCFashWriter):
To make matters worse, when you call the Customer Support number in the email (the same Customer Support number listed on Gilt’s website), you get a poor woman who’s had her phone line crossed with Gilt – she has nothing to do with the sitch and is being besieged with phone calls from worried Gilt consumers (myself included). She advised that I call the main number listed on the website, but that’s just a constant “circuits are busy” signal …
Full text of the e-mail:
Dear ,
We at Gilt work tirelessly to bring our members luxury products and experiences that exceed their expectations, all at exclusive prices. We also strive to provide the best support possible, especially if an issue arises.
You are receiving this letter because you purchased a pair of black Lion Hinge-Bar Cufflinks from our Thompson London sale on January 19.
Due to an inventory issue with our vendor, we were unable to receive the correct merchandise and we had to cancel all orders placed for this item. We apologize for any inconvenience this may have caused. Fortunately, our vendor was able to supply us with additional units of the Lion Hinge-Bar Cufflinks in the color blue. As a token of our appreciation, we will be shipping these cufflinks to you within the next week, free of charge on behalf of Gilt and Thompson London.
In order to ship you these complimentary cufflinks, we will place a new order for you in our system. We will issue the appropriate account credit to cover the cost of the cufflinks and the associated shipping charge. Please note that you will not be charged for the order, and this process requires no action on your part. You will receive a confirmation email once the order has been placed, and a shipment confirmation email once the order has left our warehouse.
We truly value you as a member, and look forward to assisting you with your future orders. Again, our apologies. Please feel free to contact us at support@gilt.com or at (877) 280-0545 if you have additional questions or comments.
Sincerely,
Customer Support
Gilt Groupe
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To make matters worse, when you call the Customer Support number in the email (the same Customer Support number listed on Gilt’s website), you get a poor woman who’s had her phone line crossed with Gilt – she has nothing to do with the sitch and is being besieged with phone calls from worried Gilt consumers (myself included). She advised that I call the main number listed on the website, but that’s just a constant “circuits are busy” signal …
I also received this e-mail today much to my surprise as I did not order any cuff links. I attempted to contact Gilt at the number in the e-mail and at first it said there were 39 calls ahead of me and I tried to call back and it stated all circuits were busy. Very strange….
DM just rec’d on my Twitter (@StyleWriterNYC):
“Earlier we mistakenly sent you an email regarding cufflinks. We sincerely apologize and want to assure you that your account wasn’t charged.”
Doesn’t sound like a hack job, but rather an internal problem …
Earlier today, we mistakenly sent an email regarding an order for a pair of cufflinks. We sincerely apologize for the error and we want to assure you that your account was not and will not be charged for this order.
We truly value our members, and look forward to assisting you with your future orders. Again, our apologies. Please feel free to contact us at support@gilt.com if you have additional questions or comments.
Sincerely,
Customer Support
Gilt Groupe
Gilt was NOT hacked: http://ny.racked.com/tags/dont-panic
What kind of hacker tries to send out free cufflinks to thousands of people?