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] I let RTR know that I had already sent my two other items back prior to sending my cancellation, therefore I would not be able to receive a label unless they sent it via email or let me continue the service I HAD PAID FOR through the remainder of the monthI did not receive my label until May ***, after I had already been charged for the dressI could not return the dress without the label I requestedHow could I return the dress without the label I had requested IN MID APRIL and did not receive until May ***? I had to file a dispute with my credit card company, as well 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: The business continues to rely on communication that I did not receive. I maintain that I should not have been charged the full dress amount because I paid insurance, the damage was the result of regular wear-and-tear, and I was not allowed any time before the charge was levied. Thank you for your time and attention to my response. Sincerely, [redacted]
On January ***, 2015, the customer placed an order with Rent the Runway for two dresses, totaling $Upon checkout, the customer agreed to Rent the Runway’s “Terms and Services” which states the following:You agree to treat the Products with great care, as if it was borrowed from your close friendYou are responsible for loss, destruction or damage to the Products due to theft, mysterious disappearance, fire, major stains or any other cause, other than wear and tearwear and tear encompasses minor stains, rips, missing beads, stuck zippers or other minor damage covered by the insurance you paid for with your rental of the applicable ProductIf you return a Product that is damaged beyond wear and tear, then you agree that we shall charge you, and you shall pay, for the price for repairing or replacing the Product, as determined in our discretion, up to the Retail Value for the Product.Rent the Runway also states the following in the FAQ section of the website:“We understand that some wear and tear may be inevitableThe $insurance fee covers minor stains and damage, but significant damage and theft is not covered under insurance.”The customer received both of her dresses on time, and returned them back to Rent the Runway on the correct date, February ***, Upon return of the item, Rent the Runway found that one of the dresses had an irreparable ripThe dress that had the damage was the size of the “Icing On The Cake Dress.” This dress retails for $1,Rent the Runway was unable to rent out this dress again, because of the damage.On February ***, 2015, Rent the Runway emailed the customer photos of the damaged and stated the following: [redacted] ***The customer never responded to this email.On February ***, 2015, the customer was charged $1,to her credit card on fileOn April ***, 2015, the customer emailed Rent the Runway at 9:05pm ESTRent the Runway did not respond to this email, since the customer then proceeded to use Rent the Runway’s online chat feature to speak with a customer service representative The representative let the customer know that she needed to email [redacted] because it is a separate departmentThis conversation ended at 9:33pm EST, with the customer stating that she would email [redacted] .The collections team at Rent the Runway never received this email.Rent the Runway considers this matter resolved since the customer damaged the dress beyond repair, and has paid for the dress
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I would like to reject the 5/** reply from Rent the RunwayI have carefully searched my emails, and they did not email me on February ** as they statedIt is ridiculous that even their own description of events would not have allowed for any communication before charging a good customer $1,They never emailed me about the dress damage They also have the sequence reversed for the events on April *I reached out to them by chat, and was told that I should email ***I did that within the hour of being told to do so, at Tue, Apr *, at 6:PM Pacific Time, (or 9:p.mET)I am happy to provide the Revdex.com with that email, which they claimed I did not sendI'm not clear why they would both say that I emailed them at 9:p.mET and then say I never emailed themI believe that my chat with the representative may have started at 9:p.mET but I do not have the records they have of an online chat. I also maintain that the dress damage was regular wear and tear because it happened while I was seated at a table, not while sitting down or moving aroundThe outer layer of the dress was ripped, which must have been due to previous use of the dress. Thank you,*** *** *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
The customer returned her dress on 5/**/and was received back to Rent the Runway on 5/**/Rent the Runway then refunded the customer's credit card in the amount of $The customer was notified of this refund on 6/**/by a *** at Rent the Runway. Rent the Runway considers this matter to be resolved
The customer placed an order with Rent the Runway to join our Unlimited Membership wait list on March ***, Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which outlines the billing process of the Unlimited MembershipOn March ***, the customer was let into the
Unlimited Membership program and charged the first month’s fee of $plus tax, totaling $The customer was charged the second month fee for the Unlimited Membership program on April ***, 2015, which was $plux tax, equaling $The customer requested to cancel the Membership on April *** by emailing Rent the Runway’s customer service departmentThe customer service representative canceled the Unlimited membership and let the customer know to return all items by May ***, or the customer would be charged a percentage of the retail value of the item the customer has in possession.Below is a detailed outline of the events and the conclusion of this interaction:The customer emailed Rent the Runway’s customer service on March *** requesting for an explanation of the $chargeThe customer service representative explained to the customer that the charge was for the first month fee of the Unlimited MembershipThe customer was satisfied with the explanation and thanked the representative for the assistance.The customer then emailed Rent the Runway’s customer service on April *** requesting to cancel the Unlimited MembershipThe customer service representative canceled the Unlimited Membership for the customer and informed the customer of the cancellationThe customer service representative mentioned that the customer must return all items in possession no later than May ***, the customer’s next bill date, or she would be charged 70% of the retail value of the itemThe 70% of the retail value of the item not returned was the previous percentage used, however at the time of the customer’s return, the percentage changed to 100% of the retail value of the item not returnedThis allowance for the percentage change is outlined in the Terms and Services the customer initially agreed to at checkout for the Unlimited MembershipThe customer service representative also mentioned to call Rent the Runway’s customer service if the customer had any confusionThe customer responded stating she did not have a *** label to return the last itemA customer service representative mistakenly responded to the email stating that the customer would get a new return label with the new Unlimited shipment that would be coming to the customer, even though no new shipments would be arriving to the customer due to her cancelationRent the Runway recognizes the mistake of the service representative, and the customer did not respond to this emailThe customer did not return the dress to Rent the Runway by May ***, therefore incurring the fees that are outlined in Rent the Runway’s Terms and Services for the Unlimited MembershipOn May ***, Rent the Runway’s customer service emailed the customer informing the customer that the card on file was charged 100% of the retail value of the item that was not returnedThe customer responded stating that the case would be taken to Revdex.com for resolution, because the customer was waiting on a return label to be sent to return the itemsThe customer service representative stated a label would be sent to the email address on file, and that the customer then had until Friday, May ***, to return the item for a full refund of that charge.As of May ***, the customer has not returned the item back to Rent the RunwayRent the Runway’s customer service team will extend the date of return for refund to Wednesday, May ***A customer service representative will inform the customer of this extension, and that the customer has until that date to return her items for a full refund of $If the customer does not return the item by May ***, the customer will not receive a refund for the charge.In the terms and services, Rent the Runway outlines:Damage, Failure to Return ProductsUnless you cancel your Unlimited subscription, it will automatically renew on a monthly basisYou expressly authorize us to collect the applicable subscription fee and any taxes, using any payment card on record for you, in connection with any such auto-renewalYou may cancel your Unlimited subscription or find out more information about your Unlimited subscription, including your monthly renewal date, by contacting *** As soon as you cancel, you will not be eligible to receive any additional Products through UnlimitedYou may continue to keep Products you have already received through Unlimited, but you must return to RTR all such Products on or before the last day of the monthly subscription period during which you cancelYou will not be entitled to any refund of subscription fees.Changes to and Termination of UnlimitedAs Unlimited is a beta program, we reserve the right to modify Unlimited (including the monthly subscription fee) or terminate Unlimited or your Unlimited subscription at our sole discretionIf we terminate your Unlimited subscription, we will provide you with, as determined in our sole discretion, either (a) a prorated refund for the remainder of your current monthly subscription, or (b) continued access to Unlimited for the remainder of that monthly period, in accordance with these TermsHowever, we will not give any refund for termination related to conduct that, in our discretion, violates any terms set out in these Terms or any applicable lawIf we choose to provide you with continued access to Unlimited for the remainder of that monthly period of your subscription, you will continue to have access to Unlimited during that period, except that we will not send you any Products within ten (10) days of the end of that periodPrior to the end of that period (or, if we do not provide you with continued access to Unlimited, immediately upon our termination of Unlimited or your Unlimited subscription), you must also return to RTR all Products you have received in connection with Unlimited.Lost Return PackagingIf you lose the Return Packaging, you will be responsible for returning the item at your own expense by the expected return date, and providing RTR with a tracking numberAlso, if you lose or fail to return the RTR carrying case you will be charged $If you still possess the RTR carrying case, it is yours to keep, though on an “AS IS” basis without warranty of any kindFor the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B)
As mentioned previously, on February ***, 2015, Rent the Runway emailed the customer photos of the damaged and stated the following:*** ***
*** *** ** ** *** *** *** ** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ***
*** *** ** *** *** *** ** *** ** *** *** *** *** *** ** *** ** *** *** *** ** *** *** *** *** *** *** *** ** *** *** *** ** *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** ** *** ***
*** ***,”The photos of the damage are attachedRent the Runway was unable to repair this dress due to the severity of the damageBased on the company’s policies, which are stated in the previous response, Rent the Runway charged the customer for the full retail value of the garment.Rent the Runway never received an email from the customer after 9:05pm ESTRent the Runway considers this matter resolved?
[redacted]
[redacted]
RTR RESPONSE:Customer placed order #[redacted] to arrive on 02/**/2017 and return on 02/**/2017 Customer’s order arrived earlier than scheduled on 02/**/2017.Customer reached out to Customer Experience Team via Live Chat on 02/**/2017 to inform RTR that customer’s dresses arrived without the adjustable belt. Customer requested for RTR to deliver a different dress or the missing belt on Monday, 02/**/2017 before customer’s event, but was told the earliest a new item would arrive would be 02/**/2017. Customer was asked to keep RTR updated if customer was unable to wear either dress to the event.Customer informed RTR via email on 02/**/2017 that the dress would be worn. Since the dress would be worn, RTR offered customer a 15% off promotion code to use toward a future rental for the inconvenience. Customer was not satisfied with this. Customer was given an apology via email and was told that a full refund could be issued if the order was returned via [redacted] same day on 02/**/2017. Customer responded again to say that the dress would be worn to event due to timing.RTR informed customer to return the order and RTR would process a full refund, but customer did not accept this option. RTR cannot issue refunds if merchandise is worn.This case has been resolved.
Customer had filled out this issue in the Return for Fit form on6/*/2016, so it was not documented as a quality issue. Therefore,customer received merchandise credit. Customer was given a full refundon 7/*/16 as exception once quality issue was properly reported. Thiscase has been resolved.
Customer placed order #[redacted] to arrive on June [redacted], 2016 and return on June [redacted], 2016. As per RTR’s policy agreed to at checkout, customers...
are able to return entire order within 24 hours for a merchandise credit less the cost of shipping, saleable items and accessories if the dresses do not work fit or work out for the customer. Order was not returned to [redacted] within 24 hours, therefore, merchandise credit could not be honored. Customer’s other order, #[redacted], was fully returned within 24 hours, so customer received $136.87 in merchandise credit for this order. RTR’s FAQ’s and Terms of Service outline this policy: What if the dresses I order don't fit? If this happens, we can help. Choose one of the following options: Option 1: We'll help you find another dress If you call before 3pm, we can overnight you another dress in time for your event. Email us and we'll ship you an available style for $12.95. Or if you live near one of our stores, you can swap your original dress for another style, no appointment necessary. If the style you select is more expensive, you will be charged the difference in price. If the style is less expensive, you will be given a merchandise credit for the difference in price. Option 2: We'll give you a credit We’re happy to give you a Rent the Runway credit (less the cost of shipping, accessories and saleable items) if none of the dresses in your order fit. To receive a credit, go to the “Orders” section of your Rent the Runway account and fill out our Return for Fit Request form. Use the provided packaging (which includes a pre-paid label) and return everything to us within 24 hours of receiving it. Credits do not expire, but we do not issue partial credits or credits for accessories or intimates. SIZING RETURNS. If your Product does not fit you, then you may return the Product to RTR within 24 hours (excluding Sundays and holidays) of the date you received the Product by contacting RTR at [redacted] or phone (###-###-####) and returning the Product in conformance with the return procedures above (a “Sizing Return”). RTR will then issue you a credit for the full Rental Fee (less delivery charges) of the Product for a future rental by you of our Products, so long as the Product, in our sole discretion, has not been worn.
Response: Remaining Unlimited Item has been removed from the customer’s Queue. We have gone into her account and manually removed her from our advertising/alert emails.
The customer placed an order with Rent the Runway’s Unlimited Subscription for delivery on May [redacted], 2015, for one dress, totaling $0. The Unlimited Subscription program is on a monthly payment basis, and the customer is charged $99 plus tax each month for membership, to have three items from Rent...
the Runway in her possession at a time. In order to receive a new item, an item must be returned back to Rent the Runway. The one dress, named the Orchestration Gown, which was delivered on May [redacted], 2015, was never returned back to Rent the Runway. If a customer cancels the Unlimited Subscription program, all items must be returned back to Rent the Runway by the return date in the membership agreement. Upon checkout of each and every order with Rent the Runway, the customer agreed to Rent the Runway’s Terms and Services, which are stated below.As of 07/**/2015, it was confirmed that the customer had canceled the Unlimited Subscription program yet not returned the Orchestration gown back to Rent the Runway, resulting in the late fee charges of $302.68 to the card on file.After communication with the customer and a Rent the Runway internal investigation on the package, on 10/**/2015, Rent the Runway has refunded the customer the $302.68 in late fee charges as a courtesy. This case has been marked as resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On June [redacted], 2015, the customer emailed Rent the Runway customer service department to cancel her Unlimited subscription, stating all items in possession were returned to Rent the Runway, per the cancellation agreement. On June [redacted], 2015, a Rent the Runway customer service representative canceled the Unlimited membership.As of 10/**/2015, the Orchestration Gown had never been returned back to Rent the Runway. On October [redacted], a collections department liaison emailed the customer, informing the customer that the card on file would be charged $302.68. According to the Rent the Runway cancellation policy, the return date for all final items was 7/*/2015, but Rent the Runway still had not received the returned merchandise. As a result, the credit card on file associated with the Unlimited membership was charged 70% of the retail value of each outstanding item per the terms of the membership agreement.On October [redacted], the customer responded to the collections department, stating that the issue had been previously resolved and that the Orchestration Gown was in fact returned, and requested a refund of $302.68 for the late fee charges. On October [redacted], the collections department representative emailed the customer in response, thanking the customer for the information and informed the customer that the refund would be processed shortly due to the inconvenience.On October [redacted], 2015, the customer was refunded the late fee of $302. 68 and all negotiations have been finalized.This case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the late fee policy can be found below. All customers are required to agree to these terms before renting.In the terms and services, Rent the Runway outlines the Late Fee Policy which states the following:“Late Fees. If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.Payment of 200% Rental ValueRTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costs. If you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kind. For the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Rent the Runway also explains the Late Fee Policy on page 2 of the “Shipping: Delivery & Return” section of their FAQ page. Which states the following:Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time delivery. When a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our business. Because our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returns. We rely on our customers to return our products on time so that we can continue to fulfill orders for other customers. Please review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.” Returning Products- The date to send back your rental items is stated in your online invoice. In order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider is UPS.- You must deliver the products to a [redacted] store located in the United States by 12 p.m. on or before the product return date specified in your order. If you do this, your package will be scanned by [redacted] by the next day and returned to Rent the Runway on time.- Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred.- If you lose the return packaging, you are responsible for returning the item at your own expense by the expected return date, and providing Rent the Runway with a tracking number. Returns should be sent to the following address: [redacted]
[redacted]
[redacted]Late Fees- If you return your rental items late or do not return them at all, a late fee of $50 per day will be charged to the credit card you used for the order (or to any other credit card included on your account). You will be charged up to 200% of the retail value of the products you ordered, plus applicable sales tax. This late fee is in addition to the rental fee for the products.- The late fee is payable for each order that is not returned when due, not for each product. For example, if you rented two items in one order, you will be charged $50 per day, not $100 per day in late fees.- If you pay us an amount equal to 200% of the retail value in late fees and you still have the product in your possession, the product is yours to keep.- If you have not returned a rental item within 20 days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid.
The customer placed an order with Rent the Runway on September [redacted], 2015 for two dresses, and the Rent the Runway Pro Membership totaling a charge of $125.35 to the card on file. The customer placed the rental to arrive on 10/02/2015 with a return date of 10/**/2015. Upon checkout, the customer...
agreed to Rent the Runway’s Terms and Services, which are stated below. As of 10/**/2015, it was confirmed that the customer had not returned the items back to Rent the Runway, resulting in the late fee charges of $530 to the credit card on file.On 11/**/2015, the Rent the Runway collections department refunded the late fee charges totaling to $530 to the card on file. This case has been marked as resolved and the final solution has been negotiated.In the terms and services, Rent the Runway outlines the Late Fee Policy which states the following:“Late Fees. If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.Payment of 200% Rental ValueRTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costs. If you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kind. For the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Rent the Runway also explains the Late Fee Policy on page 2 of the “Shipping: Delivery & Return” section of their FAQ page. Which states the following:Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time delivery. When a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our business. Because our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returns. We rely on our customers to return our products on time so that we can continue to fulfill orders for other customers. Please review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.” Returning Products- The date to send back your rental items is stated in your online invoice. In order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider is [redacted].- You must deliver the products to a [redacted] store located in the United States by 12 p.m. on or before the product return date specified in your order. If you do this, your package will be scanned by [redacted] by the next day and returned to Rent the Runway on time.- Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred.- If you lose the return packaging, you are responsible for returning the item at your own expense by the expected return date, and providing Rent the Runway with a tracking number. Returns should be sent to the following address: Rent the Runway[redacted]
[redacted]Late Fees- If you return your rental items late or do not return them at all, a late fee of $50 per day will be charged to the credit card you used for the order (or to any other credit card included on your account). You will be charged up to 200% of the retail value of the products you ordered, plus applicable sales tax. This late fee is in addition to the rental fee for the products.- The late fee is payable for each order that is not returned when due, not for each product. For example, if you rented two items in one order, you will be charged $50 per day, not $100 per day in late fees.- If you pay us an amount equal to 200% of the retail value in late fees and you still have the product in your possession, the product is yours to keep.- If you have not returned a rental item within 20 days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid.
RTR RESPONSE:Customer placed order for the Bordeaux Peeking Lace Dress and the Such A Tease Dress in two sizes to arrive on 12/**/16 and return on 12/**/16. Customer contacted Customer Experience Team on 12/**/16 to inform Customer Experience that Such A Tease Dress did not fit, and customer...
was unhappy with Bordeaux Peeking Lace Dress not appearing as advertised on website in regards to the neckline. Since order was not returned in 24 hours and Customer Experience was not notified of issue within 24 hours of receiving order, customer was denied any compensation as policy states to return order within 24 hours to maintain credit eligibility. Upon further review, Bordeaux Peeking Lace Dress does appear to have a different neck line on RTR’s model than dress customer received. This issue has been reported to RTR’s fashion team and is in the process of being corrected. Customer Experience reached out to customer and issued full refund for Bordeaux Peeking Lace Dress due to this situation.This case has been resolved. RTR’s Terms of Service outline Return for Fit Policy which customer agreed to at checkout:SIZING RETURNS. If your Product does not fit you, then you may return the Product to RTR within 24 hours (excluding Sundays and holidays) of the date you received the Product by contacting RTR at [redacted] or phone (###-###-####) and returning the Product in conformance with the return procedures above (a “Sizing Return”). RTR will then issue you a credit for the full Rental Fee (less delivery charges) of the Product for a future rental by you of our Products, so long as the Product, in our sole discretion, has not been worn.
RTR Response:The customer placed an order with Rent the Runway on October [redacted], 2016, for the “Black Nicks Dress ”in two sizes, which totaled $32.48 to the credit card on file. The customer placed her rental to arrive on 11/**/2016 with a return date of 11/**/2016. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return and late fee policy.On Nov *, 2016 10:30 am, customer spoke to an associate to report the quality issue with the dresses sent, and a pending refund was issued. As of 11/**/16 at 11:27am, a refund of $32.48 was processed for this order, and make take up to 3 to 5 business days to reflect on the customer’s bank statement.Order was first scanned into [redacted] on 11/**/2016, and did not arrive to RTR until 11/**/2016, resulting in late fees of $324.75. Customer had reached out to Collections via phone, and on 11/**/16 a Collections associate returned the call but did not directly reach the customer. A voicemail was left for the customer on 11/**/16. On 11/**/16, customer was contacted by Collections about the late fees. Collections associate stated that customer was charged late fees because the package was due for an initial pickup scan via [redacted] on 11/**/2016 and was not scanned in until 11/**/2016. This made the order 7 days late, which means the customer had accrued a total of $324.75. Collections informed the customer that RTR does not recommend leaving returns in the hands of a third party (hotels, friends, manager, mail room, etc). Customer originally stated via email on 11/**/16 that the return was put in the hands of the [redacted] man who picks up daily at customer’s place of employment: [redacted] on 11/*/16 . This may have delayed the return as this [redacted] driver may not have scanned it in right away, etc. Collections has made this solution final, customer will not be issued a refund for the late fees. Customer was given a refund for the rental since they arrived in less than pristine condition and were not worn to the customer’s event, but a refund will not be issued at this time for the late fees.RTR’s late fee policy is stated in the terms of service:LATE FEES. If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.PAYMENT OF 200% RENTAL VALUE RTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costs. If you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kind. For the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time delivery. When a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our business. Because our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returns. We rely on our customers to return our products on time so that we can continue to fulfill orders for other customers. Please review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.Returning Products- The date to send back your rental items is stated in your online invoice. In order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider is [redacted].- You must deliver the products to a [redacted] store located in the United States by 12 p.m. on or before the product return date specified in your order. If you do this, your package will be scanned by [redacted] by the next day and returned to Rent the Runway on time. Rent the Runway will not cover additional fees incurred due to international shipping. - Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred.
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]
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 have attached a screenshot of my account, it seems as though Rent the Runway is not even in accordance of their own rental agreement. My card was charged on 05/** (not 4/**) in the amount of 200 dollars (not $50), nor did I receive any emails on the matter, I had to reach out to rent the runway myself to attempt to resolve the matter. Once again, this is a dropbox I use consistently to return [redacted] items such as those from AMAZON--which only uses [redacted] as their carrier. Had rent the runway adhered to the rental agreement and actually reached out to me on April [redacted] we would all have a better chance of locating the items. This is such a gross negligence in customer service, and their only response is to reiterate policy and rental agreements versus actually trying to be helpful.
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:
I am not satisfied with their response. The timeframe in which I ordered the dress was barely within their "30 day cancellation policy." The event being cancelled just before the event was out of my control. Despite indicating the cancellation policy is agreed upon during checkout, it was nowhere to be found on the website when I searched for it. I think they should make it more accessible prior to the checkout. Judging by the numerous complaints towards this business, I am not convinced that if I do use the $85 credit they will not scam me somehow. This business has customer service that is absolutely horrid. I would not recommend this service to anyone. BUYER AKA RENTER BEWARE...
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Customer placed order on 9/**/2016 and agreed to Terms of Service at checkout. Terms of Service outlines cancellation policy: CANCELLATION POLICY. You may cancel your rental order subject to the following cancellation fees and policies: If you cancel thirty (30) or more...
days in advance of the delivery date, there is no cancellation fee and you will receive a full refund issued to the payment card you used for the order. If you cancel less than thirty (30) days but more than fourteen (14) days in advance of the delivery date, you will not receive any refund, but you will receive a full credit to your RTR account for the Rental Fee associated with the cancelled order. This credit can be applied to any future RTR rental. If you cancel fourteen (14) or fewer days in advance of the delivery date, you will receive a credit to your RTR account for the Rental Fee associated with the cancelled order, minus a cancellation fee of $9.95. Customer cancelled order on 10/**/2016, resulting in merchandise credit less the cancellation fee of $9.95. As this is RTR policy, customer’s request for a credit card refund was declined. This case has been resolved.
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] I let RTR know that I had already sent my two other items back prior to sending my cancellation, therefore I would not be able to receive a label unless they sent it via email or let me continue the service I HAD PAID FOR through the remainder of the monthI did not receive my label until May ***, after I had already been charged for the dressI could not return the dress without the label I requestedHow could I return the dress without the label I had requested IN MID APRIL and did not receive until May ***? I had to file a dispute with my credit card company, as well 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: The business continues to rely on communication that I did not receive. I maintain that I should not have been charged the full dress amount because I paid insurance, the damage was the result of regular wear-and-tear, and I was not allowed any time before the charge was levied. Thank you for your time and attention to my response. Sincerely, [redacted]
On January ***, 2015, the customer placed an order with Rent the Runway for two dresses, totaling $Upon checkout, the customer agreed to Rent the Runway’s “Terms and Services” which states the following:You agree to treat the Products with great care, as if it was borrowed from your close friendYou are responsible for loss, destruction or damage to the Products due to theft, mysterious disappearance, fire, major stains or any other cause, other than wear and tearwear and tear encompasses minor stains, rips, missing beads, stuck zippers or other minor damage covered by the insurance you paid for with your rental of the applicable ProductIf you return a Product that is damaged beyond wear and tear, then you agree that we shall charge you, and you shall pay, for the price for repairing or replacing the Product, as determined in our discretion, up to the Retail Value for the Product.Rent the Runway also states the following in the FAQ section of the website:“We understand that some wear and tear may be inevitableThe $insurance fee covers minor stains and damage, but significant damage and theft is not covered under insurance.”The customer received both of her dresses on time, and returned them back to Rent the Runway on the correct date, February ***, Upon return of the item, Rent the Runway found that one of the dresses had an irreparable ripThe dress that had the damage was the size of the “Icing On The Cake Dress.” This dress retails for $1,Rent the Runway was unable to rent out this dress again, because of the damage.On February ***, 2015, Rent the Runway emailed the customer photos of the damaged and stated the following: [redacted] ***The customer never responded to this email.On February ***, 2015, the customer was charged $1,to her credit card on fileOn April ***, 2015, the customer emailed Rent the Runway at 9:05pm ESTRent the Runway did not respond to this email, since the customer then proceeded to use Rent the Runway’s online chat feature to speak with a customer service representative The representative let the customer know that she needed to email [redacted] because it is a separate departmentThis conversation ended at 9:33pm EST, with the customer stating that she would email [redacted] .The collections team at Rent the Runway never received this email.Rent the Runway considers this matter resolved since the customer damaged the dress beyond repair, and has paid for the dress
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I would like to reject the 5/** reply from Rent the RunwayI have carefully searched my emails, and they did not email me on February ** as they statedIt is ridiculous that even their own description of events would not have allowed for any communication before charging a good customer $1,They never emailed me about the dress damage They also have the sequence reversed for the events on April *I reached out to them by chat, and was told that I should email ***I did that within the hour of being told to do so, at Tue, Apr *, at 6:PM Pacific Time, (or 9:p.mET)I am happy to provide the Revdex.com with that email, which they claimed I did not sendI'm not clear why they would both say that I emailed them at 9:p.mET and then say I never emailed themI believe that my chat with the representative may have started at 9:p.mET but I do not have the records they have of an online chat. I also maintain that the dress damage was regular wear and tear because it happened while I was seated at a table, not while sitting down or moving aroundThe outer layer of the dress was ripped, which must have been due to previous use of the dress. Thank you,*** *** *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
The customer returned her dress on 5/**/and was received back to Rent the Runway on 5/**/Rent the Runway then refunded the customer's credit card in the amount of $The customer was notified of this refund on 6/**/by a *** at Rent the Runway. Rent the Runway considers this matter to be resolved
The customer placed an order with Rent the Runway to join our Unlimited Membership wait list on March ***, Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which outlines the billing process of the Unlimited MembershipOn March ***, the customer was let into the
Unlimited Membership program and charged the first month’s fee of $plus tax, totaling $The customer was charged the second month fee for the Unlimited Membership program on April ***, 2015, which was $plux tax, equaling $The customer requested to cancel the Membership on April *** by emailing Rent the Runway’s customer service departmentThe customer service representative canceled the Unlimited membership and let the customer know to return all items by May ***, or the customer would be charged a percentage of the retail value of the item the customer has in possession.Below is a detailed outline of the events and the conclusion of this interaction:The customer emailed Rent the Runway’s customer service on March *** requesting for an explanation of the $chargeThe customer service representative explained to the customer that the charge was for the first month fee of the Unlimited MembershipThe customer was satisfied with the explanation and thanked the representative for the assistance.The customer then emailed Rent the Runway’s customer service on April *** requesting to cancel the Unlimited MembershipThe customer service representative canceled the Unlimited Membership for the customer and informed the customer of the cancellationThe customer service representative mentioned that the customer must return all items in possession no later than May ***, the customer’s next bill date, or she would be charged 70% of the retail value of the itemThe 70% of the retail value of the item not returned was the previous percentage used, however at the time of the customer’s return, the percentage changed to 100% of the retail value of the item not returnedThis allowance for the percentage change is outlined in the Terms and Services the customer initially agreed to at checkout for the Unlimited MembershipThe customer service representative also mentioned to call Rent the Runway’s customer service if the customer had any confusionThe customer responded stating she did not have a *** label to return the last itemA customer service representative mistakenly responded to the email stating that the customer would get a new return label with the new Unlimited shipment that would be coming to the customer, even though no new shipments would be arriving to the customer due to her cancelationRent the Runway recognizes the mistake of the service representative, and the customer did not respond to this emailThe customer did not return the dress to Rent the Runway by May ***, therefore incurring the fees that are outlined in Rent the Runway’s Terms and Services for the Unlimited MembershipOn May ***, Rent the Runway’s customer service emailed the customer informing the customer that the card on file was charged 100% of the retail value of the item that was not returnedThe customer responded stating that the case would be taken to Revdex.com for resolution, because the customer was waiting on a return label to be sent to return the itemsThe customer service representative stated a label would be sent to the email address on file, and that the customer then had until Friday, May ***, to return the item for a full refund of that charge.As of May ***, the customer has not returned the item back to Rent the RunwayRent the Runway’s customer service team will extend the date of return for refund to Wednesday, May ***A customer service representative will inform the customer of this extension, and that the customer has until that date to return her items for a full refund of $If the customer does not return the item by May ***, the customer will not receive a refund for the charge.In the terms and services, Rent the Runway outlines:Damage, Failure to Return ProductsUnless you cancel your Unlimited subscription, it will automatically renew on a monthly basisYou expressly authorize us to collect the applicable subscription fee and any taxes, using any payment card on record for you, in connection with any such auto-renewalYou may cancel your Unlimited subscription or find out more information about your Unlimited subscription, including your monthly renewal date, by contacting *** As soon as you cancel, you will not be eligible to receive any additional Products through UnlimitedYou may continue to keep Products you have already received through Unlimited, but you must return to RTR all such Products on or before the last day of the monthly subscription period during which you cancelYou will not be entitled to any refund of subscription fees.Changes to and Termination of UnlimitedAs Unlimited is a beta program, we reserve the right to modify Unlimited (including the monthly subscription fee) or terminate Unlimited or your Unlimited subscription at our sole discretionIf we terminate your Unlimited subscription, we will provide you with, as determined in our sole discretion, either (a) a prorated refund for the remainder of your current monthly subscription, or (b) continued access to Unlimited for the remainder of that monthly period, in accordance with these TermsHowever, we will not give any refund for termination related to conduct that, in our discretion, violates any terms set out in these Terms or any applicable lawIf we choose to provide you with continued access to Unlimited for the remainder of that monthly period of your subscription, you will continue to have access to Unlimited during that period, except that we will not send you any Products within ten (10) days of the end of that periodPrior to the end of that period (or, if we do not provide you with continued access to Unlimited, immediately upon our termination of Unlimited or your Unlimited subscription), you must also return to RTR all Products you have received in connection with Unlimited.Lost Return PackagingIf you lose the Return Packaging, you will be responsible for returning the item at your own expense by the expected return date, and providing RTR with a tracking numberAlso, if you lose or fail to return the RTR carrying case you will be charged $If you still possess the RTR carrying case, it is yours to keep, though on an “AS IS” basis without warranty of any kindFor the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B)
As mentioned previously, on February ***, 2015, Rent the Runway emailed the customer photos of the damaged and stated the following:*** ***
*** *** ** ** *** *** *** ** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ***
*** *** ** *** *** *** ** *** ** *** *** *** *** *** ** *** ** *** *** *** ** *** *** *** *** *** *** *** ** *** *** *** ** *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** ** *** ***
*** ***,”The photos of the damage are attachedRent the Runway was unable to repair this dress due to the severity of the damageBased on the company’s policies, which are stated in the previous response, Rent the Runway charged the customer for the full retail value of the garment.Rent the Runway never received an email from the customer after 9:05pm ESTRent the Runway considers this matter resolved?
[redacted]...
[redacted]
[redacted]
[redacted]
RTR RESPONSE:Customer placed order #[redacted] to arrive on 02/**/2017 and return on 02/**/2017 Customer’s order arrived earlier than scheduled on 02/**/2017.Customer reached out to Customer Experience Team via Live Chat on 02/**/2017 to inform RTR that customer’s dresses arrived without the adjustable belt. Customer requested for RTR to deliver a different dress or the missing belt on Monday, 02/**/2017 before customer’s event, but was told the earliest a new item would arrive would be 02/**/2017. Customer was asked to keep RTR updated if customer was unable to wear either dress to the event.Customer informed RTR via email on 02/**/2017 that the dress would be worn. Since the dress would be worn, RTR offered customer a 15% off promotion code to use toward a future rental for the inconvenience. Customer was not satisfied with this. Customer was given an apology via email and was told that a full refund could be issued if the order was returned via [redacted] same day on 02/**/2017. Customer responded again to say that the dress would be worn to event due to timing.RTR informed customer to return the order and RTR would process a full refund, but customer did not accept this option. RTR cannot issue refunds if merchandise is worn.This case has been resolved.
Customer had filled out this issue in the Return for Fit form on6/*/2016, so it was not documented as a quality issue. Therefore,customer received merchandise credit. Customer was given a full refundon 7/*/16 as exception once quality issue was properly reported. Thiscase has been resolved.
Customer placed order #[redacted] to arrive on June [redacted], 2016 and return on June [redacted], 2016. As per RTR’s policy agreed to at checkout, customers...
are able to return entire order within 24 hours for a merchandise credit less the cost of shipping, saleable items and accessories if the dresses do not work fit or work out for the customer. Order was not returned to [redacted] within 24 hours, therefore, merchandise credit could not be honored. Customer’s other order, #[redacted], was fully returned within 24 hours, so customer received $136.87 in merchandise credit for this order. RTR’s FAQ’s and Terms of Service outline this policy: What if the dresses I order don't fit? If this happens, we can help. Choose one of the following options: Option 1: We'll help you find another dress If you call before 3pm, we can overnight you another dress in time for your event. Email us and we'll ship you an available style for $12.95. Or if you live near one of our stores, you can swap your original dress for another style, no appointment necessary. If the style you select is more expensive, you will be charged the difference in price. If the style is less expensive, you will be given a merchandise credit for the difference in price. Option 2: We'll give you a credit We’re happy to give you a Rent the Runway credit (less the cost of shipping, accessories and saleable items) if none of the dresses in your order fit. To receive a credit, go to the “Orders” section of your Rent the Runway account and fill out our Return for Fit Request form. Use the provided packaging (which includes a pre-paid label) and return everything to us within 24 hours of receiving it. Credits do not expire, but we do not issue partial credits or credits for accessories or intimates. SIZING RETURNS. If your Product does not fit you, then you may return the Product to RTR within 24 hours (excluding Sundays and holidays) of the date you received the Product by contacting RTR at [redacted] or phone (###-###-####) and returning the Product in conformance with the return procedures above (a “Sizing Return”). RTR will then issue you a credit for the full Rental Fee (less delivery charges) of the Product for a future rental by you of our Products, so long as the Product, in our sole discretion, has not been worn.
Response: Remaining Unlimited Item has been removed from the customer’s Queue. We have gone into her account and manually removed her from our advertising/alert emails.
The customer placed an order with Rent the Runway’s Unlimited Subscription for delivery on May [redacted], 2015, for one dress, totaling $0. The Unlimited Subscription program is on a monthly payment basis, and the customer is charged $99 plus tax each month for membership, to have three items from Rent...
the Runway in her possession at a time. In order to receive a new item, an item must be returned back to Rent the Runway. The one dress, named the Orchestration Gown, which was delivered on May [redacted], 2015, was never returned back to Rent the Runway. If a customer cancels the Unlimited Subscription program, all items must be returned back to Rent the Runway by the return date in the membership agreement. Upon checkout of each and every order with Rent the Runway, the customer agreed to Rent the Runway’s Terms and Services, which are stated below.As of 07/**/2015, it was confirmed that the customer had canceled the Unlimited Subscription program yet not returned the Orchestration gown back to Rent the Runway, resulting in the late fee charges of $302.68 to the card on file.After communication with the customer and a Rent the Runway internal investigation on the package, on 10/**/2015, Rent the Runway has refunded the customer the $302.68 in late fee charges as a courtesy. This case has been marked as resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On June [redacted], 2015, the customer emailed Rent the Runway customer service department to cancel her Unlimited subscription, stating all items in possession were returned to Rent the Runway, per the cancellation agreement. On June [redacted], 2015, a Rent the Runway customer service representative canceled the Unlimited membership.As of 10/**/2015, the Orchestration Gown had never been returned back to Rent the Runway. On October [redacted], a collections department liaison emailed the customer, informing the customer that the card on file would be charged $302.68. According to the Rent the Runway cancellation policy, the return date for all final items was 7/*/2015, but Rent the Runway still had not received the returned merchandise. As a result, the credit card on file associated with the Unlimited membership was charged 70% of the retail value of each outstanding item per the terms of the membership agreement.On October [redacted], the customer responded to the collections department, stating that the issue had been previously resolved and that the Orchestration Gown was in fact returned, and requested a refund of $302.68 for the late fee charges. On October [redacted], the collections department representative emailed the customer in response, thanking the customer for the information and informed the customer that the refund would be processed shortly due to the inconvenience.On October [redacted], 2015, the customer was refunded the late fee of $302. 68 and all negotiations have been finalized.This case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the late fee policy can be found below. All customers are required to agree to these terms before renting.In the terms and services, Rent the Runway outlines the Late Fee Policy which states the following:“Late Fees. If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.Payment of 200% Rental ValueRTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costs. If you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kind. For the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Rent the Runway also explains the Late Fee Policy on page 2 of the “Shipping: Delivery & Return” section of their FAQ page. Which states the following:Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time delivery. When a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our business. Because our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returns. We rely on our customers to return our products on time so that we can continue to fulfill orders for other customers. Please review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.” Returning Products- The date to send back your rental items is stated in your online invoice. In order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider is UPS.- You must deliver the products to a [redacted] store located in the United States by 12 p.m. on or before the product return date specified in your order. If you do this, your package will be scanned by [redacted] by the next day and returned to Rent the Runway on time.- Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred.- If you lose the return packaging, you are responsible for returning the item at your own expense by the expected return date, and providing Rent the Runway with a tracking number. Returns should be sent to the following address: [redacted]
[redacted]
[redacted]Late Fees- If you return your rental items late or do not return them at all, a late fee of $50 per day will be charged to the credit card you used for the order (or to any other credit card included on your account). You will be charged up to 200% of the retail value of the products you ordered, plus applicable sales tax. This late fee is in addition to the rental fee for the products.- The late fee is payable for each order that is not returned when due, not for each product. For example, if you rented two items in one order, you will be charged $50 per day, not $100 per day in late fees.- If you pay us an amount equal to 200% of the retail value in late fees and you still have the product in your possession, the product is yours to keep.- If you have not returned a rental item within 20 days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid.
The customer placed an order with Rent the Runway on September [redacted], 2015 for two dresses, and the Rent the Runway Pro Membership totaling a charge of $125.35 to the card on file. The customer placed the rental to arrive on 10/02/2015 with a return date of 10/**/2015. Upon checkout, the customer...
agreed to Rent the Runway’s Terms and Services, which are stated below. As of 10/**/2015, it was confirmed that the customer had not returned the items back to Rent the Runway, resulting in the late fee charges of $530 to the credit card on file.On 11/**/2015, the Rent the Runway collections department refunded the late fee charges totaling to $530 to the card on file. This case has been marked as resolved and the final solution has been negotiated.In the terms and services, Rent the Runway outlines the Late Fee Policy which states the following:“Late Fees. If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.Payment of 200% Rental ValueRTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costs. If you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kind. For the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Rent the Runway also explains the Late Fee Policy on page 2 of the “Shipping: Delivery & Return” section of their FAQ page. Which states the following:Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time delivery. When a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our business. Because our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returns. We rely on our customers to return our products on time so that we can continue to fulfill orders for other customers. Please review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.” Returning Products- The date to send back your rental items is stated in your online invoice. In order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider is [redacted].- You must deliver the products to a [redacted] store located in the United States by 12 p.m. on or before the product return date specified in your order. If you do this, your package will be scanned by [redacted] by the next day and returned to Rent the Runway on time.- Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred.- If you lose the return packaging, you are responsible for returning the item at your own expense by the expected return date, and providing Rent the Runway with a tracking number. Returns should be sent to the following address: Rent the Runway[redacted]
[redacted]Late Fees- If you return your rental items late or do not return them at all, a late fee of $50 per day will be charged to the credit card you used for the order (or to any other credit card included on your account). You will be charged up to 200% of the retail value of the products you ordered, plus applicable sales tax. This late fee is in addition to the rental fee for the products.- The late fee is payable for each order that is not returned when due, not for each product. For example, if you rented two items in one order, you will be charged $50 per day, not $100 per day in late fees.- If you pay us an amount equal to 200% of the retail value in late fees and you still have the product in your possession, the product is yours to keep.- If you have not returned a rental item within 20 days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid.
RTR RESPONSE:Customer placed order for the Bordeaux Peeking Lace Dress and the Such A Tease Dress in two sizes to arrive on 12/**/16 and return on 12/**/16. Customer contacted Customer Experience Team on 12/**/16 to inform Customer Experience that Such A Tease Dress did not fit, and customer...
was unhappy with Bordeaux Peeking Lace Dress not appearing as advertised on website in regards to the neckline. Since order was not returned in 24 hours and Customer Experience was not notified of issue within 24 hours of receiving order, customer was denied any compensation as policy states to return order within 24 hours to maintain credit eligibility. Upon further review, Bordeaux Peeking Lace Dress does appear to have a different neck line on RTR’s model than dress customer received. This issue has been reported to RTR’s fashion team and is in the process of being corrected. Customer Experience reached out to customer and issued full refund for Bordeaux Peeking Lace Dress due to this situation.This case has been resolved. RTR’s Terms of Service outline Return for Fit Policy which customer agreed to at checkout:SIZING RETURNS. If your Product does not fit you, then you may return the Product to RTR within 24 hours (excluding Sundays and holidays) of the date you received the Product by contacting RTR at [redacted] or phone (###-###-####) and returning the Product in conformance with the return procedures above (a “Sizing Return”). RTR will then issue you a credit for the full Rental Fee (less delivery charges) of the Product for a future rental by you of our Products, so long as the Product, in our sole discretion, has not been worn.
RTR Response:The customer placed an order with Rent the Runway on October [redacted], 2016, for the “Black Nicks Dress ”in two sizes, which totaled $32.48 to the credit card on file. The customer placed her rental to arrive on 11/**/2016 with a return date of 11/**/2016. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return and late fee policy.On Nov *, 2016 10:30 am, customer spoke to an associate to report the quality issue with the dresses sent, and a pending refund was issued. As of 11/**/16 at 11:27am, a refund of $32.48 was processed for this order, and make take up to 3 to 5 business days to reflect on the customer’s bank statement.Order was first scanned into [redacted] on 11/**/2016, and did not arrive to RTR until 11/**/2016, resulting in late fees of $324.75. Customer had reached out to Collections via phone, and on 11/**/16 a Collections associate returned the call but did not directly reach the customer. A voicemail was left for the customer on 11/**/16. On 11/**/16, customer was contacted by Collections about the late fees. Collections associate stated that customer was charged late fees because the package was due for an initial pickup scan via [redacted] on 11/**/2016 and was not scanned in until 11/**/2016. This made the order 7 days late, which means the customer had accrued a total of $324.75. Collections informed the customer that RTR does not recommend leaving returns in the hands of a third party (hotels, friends, manager, mail room, etc). Customer originally stated via email on 11/**/16 that the return was put in the hands of the [redacted] man who picks up daily at customer’s place of employment: [redacted] on 11/*/16 . This may have delayed the return as this [redacted] driver may not have scanned it in right away, etc. Collections has made this solution final, customer will not be issued a refund for the late fees. Customer was given a refund for the rental since they arrived in less than pristine condition and were not worn to the customer’s event, but a refund will not be issued at this time for the late fees.RTR’s late fee policy is stated in the terms of service:LATE FEES. If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.PAYMENT OF 200% RENTAL VALUE RTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costs. If you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kind. For the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time delivery. When a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our business. Because our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returns. We rely on our customers to return our products on time so that we can continue to fulfill orders for other customers. Please review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.Returning Products- The date to send back your rental items is stated in your online invoice. In order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider is [redacted].- You must deliver the products to a [redacted] store located in the United States by 12 p.m. on or before the product return date specified in your order. If you do this, your package will be scanned by [redacted] by the next day and returned to Rent the Runway on time. Rent the Runway will not cover additional fees incurred due to international shipping. - Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred.
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]
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 have attached a screenshot of my account, it seems as though Rent the Runway is not even in accordance of their own rental agreement. My card was charged on 05/** (not 4/**) in the amount of 200 dollars (not $50), nor did I receive any emails on the matter, I had to reach out to rent the runway myself to attempt to resolve the matter. Once again, this is a dropbox I use consistently to return [redacted] items such as those from AMAZON--which only uses [redacted] as their carrier. Had rent the runway adhered to the rental agreement and actually reached out to me on April [redacted] we would all have a better chance of locating the items. This is such a gross negligence in customer service, and their only response is to reiterate policy and rental agreements versus actually trying to be helpful.
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:
I am not satisfied with their response. The timeframe in which I ordered the dress was barely within their "30 day cancellation policy." The event being cancelled just before the event was out of my control. Despite indicating the cancellation policy is agreed upon during checkout, it was nowhere to be found on the website when I searched for it. I think they should make it more accessible prior to the checkout. Judging by the numerous complaints towards this business, I am not convinced that if I do use the $85 credit they will not scam me somehow. This business has customer service that is absolutely horrid. I would not recommend this service to anyone. BUYER AKA RENTER BEWARE...
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Customer placed order on 9/**/2016 and agreed to Terms of Service at checkout. Terms of Service outlines cancellation policy: CANCELLATION POLICY. You may cancel your rental order subject to the following cancellation fees and policies: If you cancel thirty (30) or more...
days in advance of the delivery date, there is no cancellation fee and you will receive a full refund issued to the payment card you used for the order. If you cancel less than thirty (30) days but more than fourteen (14) days in advance of the delivery date, you will not receive any refund, but you will receive a full credit to your RTR account for the Rental Fee associated with the cancelled order. This credit can be applied to any future RTR rental. If you cancel fourteen (14) or fewer days in advance of the delivery date, you will receive a credit to your RTR account for the Rental Fee associated with the cancelled order, minus a cancellation fee of $9.95. Customer cancelled order on 10/**/2016, resulting in merchandise credit less the cancellation fee of $9.95. As this is RTR policy, customer’s request for a credit card refund was declined. This case has been resolved.