Customer placed order #[redacted] to arrive on May [redacted], 2016 and return on May [redacted], 2016. Customer agreed to RTR’s Terms of Service which outlines Return and Late Fee Policy at checkout. Customer was charged $347.50 because tracking showed that the order was dropped off and scanned on May...
[redacted], 2016, making it a late return. Collections asked customer to verify the exact address of the drop off location used for the return and the approximate date and time it was left there to further look into this situation. Customer did not respond to Collections with this information. Late fees were not refunded. This case has been resolved. Late fee policy outlined in RTR’s 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.
[redacted]
[redacted] RTR RESPONSE: Customer placed 8-day rental order #[redacted] to arrive on 12/**/2016. This order was due to be post-marked via [redacted] on 01/**/2017. Customer agreed to RTR’s Terms of Service at checkout which outlines Late Fee Policy.Customer’s order was scanned back to RTR’s fulfillment center on 01/**/2017, making it a late return. Customer was charged $536.25 in late fees. Collections reached out to customer via phone on 01/**/2017 but customer’s voicemail box is full. Collections has authority over late fee charges and has reached out to work with customer via phone and email.This case is still ongoing.RTR’s Late Fee Policy:RETURN OF THE PRODUCTS; EXTENSIONS. You agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your order. You may extend your order for a Product on the Site, App or by phone to RTR; provided that any extensions are subject to other orders for that Product and to pre-payment of the additional Rental Fee applicable to that Product for the period of time of the extension. You must return the Product by delivering the Product in the Return Packaging to a [redacted] store located in the United States by 12 p.m. on or before the date that the Product is due. We are not responsible for any personal or other items left in the Products or which are returned to RTR in the Return Packaging. If you believe you have accidentally or otherwise sent us any such items, please contact customer service as soon as possible at [redacted]. Our staff may assist in attempting to locate such items at a customer’s request, but are not obligated to and assume no liability for doing so.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).
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]
[redacted] RTR Response:Customer placed order to arrive on December [redacted], 2016 and return on January [redacted], 2017 via [redacted]. RTR’s Late Fee Policy is outlined in RTR’s Terms of Service agreed to at checkout. Customer’s order did not have any return scans via [redacted], so customer was charged $1188.00 in late fees since the order was 20 days late. Upon further review, Collections Team Lead contacted customer and left a voicemail on 02/**/2017 to let customer know that a full refund would be issued. RTR apologizes for the situation and for the late notification from RTR that the items had not been initially scanned in as returned. Customer has been fully refunded. Case has been resolved.
[redacted] ** [redacted]
[redacted]
[redacted] RTR Response:Customer placed order #[redacted] to arrive on October [redacted], 2016 and return on October [redacted], 2016. Customer had placed the order for two dresses, and these were returned late or damaged by the previous renter so they were no longer available to send out for the [redacted]. Customer was contacted on October [redacted] to add in replacement options. Customer selected five replacement options. Order arrived on October [redacted] as scheduled.Customer contacted Collections Team on October [redacted] regarding the order not having a return scan. Customer stated order was returned to a [redacted] dropbox on October [redacted]. An investigation was launched with [redacted] regarding the package since there was no scan and it could not be properly tracked. An investigation takes up to 8 business days to complete. On November [redacted], 2016, there were still no updates on the package. Customer was informed by [redacted] that the investigation was mishandled on their end, so a new investigation was launched. Customer was never charged a late fee. On November [redacted], Collections informed the customer that the customer would not be liable if the merchandise is not found.Merchandise never arrived back to RTR’s fulfillment center and customer was never charged late fees.This case has been closed via RTR Collections.
The customer contacted Rent the Runway on 11/**/2015 to notify us that a charge was placed on her credit card erroneously by Rent the Runway. Rent the Runway could not find any record of the customer’s personal information or any details related to charges to the client’s credit card. Rent the...
Runway spoke with the customer directly to ensure that her concerns were addressed and elevated the inquiry to the Rent the Runway management team. In response to this inquiry, Rent the Runway’s Chief Financial Officer reported that a store associate in the [redacted] retail location had charged this customer’s credit card in error. This store associate reached out to the Rent the Runway Finance team to report the error and ask that the customer’s credit card on file be refunded. A manager on the Rent the Runway Customer Insights Team followed up with the Rent the Runway Finance Team and the customer to ensure that the customer was refunded and all of the customer’s personal information was removed from the Rent the Runway system. This case has been marked resolved and the final solution has been negotiated. Below is a detailed outline of the events and the conclusion of this interaction. On 11/**/2015 2:15 p.m. Rent the Runway’s Chief Finance Officer reported that a store associate in the Rent the Runway [redacted] retail location had mistakenly charged the customer’s credit card and contacted the Rent the Runway Finance Team to ensure that the customer received a refund. 11/**/2015 5:51 p.m. A manager on the Rent the Runway Customer Insights Team spoke with the customer regarding this matter and reached out to the Rent the Runway Finance Team to process a refund on the customer’s behalf. The customer expressed a preference in scheduling a phone call to process the refund via credit card. The customer confirmed that they would like their account and credit card information to be deleted from the Rent the Runway system. 11/**/2015 9:00 a.m. Rent the Runway’s Chief Financial Officer confirmed that Rent the Runway does not store any credit card information in the Rent the Runway system. Rent the Runway relies on a third party vendor to store and charge credit cards to ensure that a data breach of Rent the Runway would not expose any customer credit card information. 11/**/2015 3:52 p.m. The customer spoke with a Manager on the Rent the Runway Customer Insights Team and a representative from the Rent the Runway Finance Team. During this phone call, the customer was refunded in full and all of the customer’s personal information, including credit card information was removed from the Rent the Runway system. 12/**/2015 10:39 AM The Rent the Runway Customer Insights Manager confirmed the phone call with the customer and the Rent the Runway Finance Team and that the customer was refunded and all personal information removed from the Rent the Runway system. This case has been marked as resolved and the final solution has been negotiated.
Customer placed order to arrive on September [redacted], 2016 and return on September [redacted], 2016. Customer returned order through hotel, resulting in late fees as hotel did not have [redacted] pick up option. Customer agreed to Terms of Service at checkout which advises not to return via third party such as...
a hotel, as customer is still responsible for a timely return. Order was 6 days late, customer was sent an invoice of charges. Customer was held responsible for late fees, case has been resolved. RETURNING MY ORDER Late Fee Policy Why on-time returns are important We 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 ensure other customers will have their dress for their event. Please review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns. How do I return my order? The date to send back your rental items is stated in your online invoice. In order to avoid a late fee: Send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider for all orders is [redacted]. Returns must be dropped off at a [redacted] store located in the United States by 12 p.m. on or before the return date specified in your order. This ensures that 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 note that you are liable for any late fees incurred, regardless of any third party involved with the return. Do not leave your rentals with any third party (hotel, mail room, friend) for return. 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]
*If you lose or fail to return the Rent the Runway blue carrying case, you will be charged $50. 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 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.
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 find that this resolution is satisfactory to me and the matter has been resolved. The discount code was re-activated and should work until 12/**/2016.
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 was led to believe that I could keep the same dress for the two weeks and not have to mail it back until the end of the 2d week. I asked about this specifically since I knew I would be traveling for both weeks and wearing the dress in the middle of my trip, and unable to mail it back until the end of the 2d week. The company's explanation is not how the rental was explained to me. Thank you for your continued work on my behalf. [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Customer contacted Collections regarding late fee charges on 5/**/2016. Customer did not switch out return label on package, so the order was re-routed back to customer instead of arriving to RTR on time. Customer was informed by Collections on 5/**/2016 that each rental is provided with...
a return label and instructions regarding the shipping. Collections denied a refund for late fees, case has been resolved. Late Fee policy was agreed to at checkout in Terms of Service: The date to send back your rental items is stated in your online invoice. In order to avoid a late fee: Send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider for all orders is [redacted]. Returns must be dropped off at a [redacted] store located in the United States by 12 p.m. on or before the return date specified in your order. This ensures that 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 note that you are liable for any late fees incurred, regardless of any third party involved with the return. Do not leave your rentals with any third party (hotel, mail room, friend) for return. 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] *If you lose or fail to return the Rent the Runway blue carrying case, you will be charged $50. 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 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.
Bureau:
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]
It's true that they returned my money (eventually), but not after over a week of stress and several hours of wasted time at work trying to get a hold of someone and get an explanation. They are the REASON I had to cancel my credit card in the first place because they kept charging it without any explanation or contact. Absolutely ridiculous and unprofessional. A simple apology would be great.
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I'm glad they had the decency to refund me the $112 unreasonable dollars they charged me in the first place.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:
[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 month. I did not receive my label until May [redacted], after I had already been charged for the dress. I could not return the dress without the label I requested. How could I return the dress without the label I had requested IN MID APRIL and did not receive until May [redacted]? 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:
I do NOT accept, nor understand what has the previous charge (refunded, btw), has to do with anything,...
business has acknowledged not to have any records of me, my address, or many thing else, yet they will gladly charge my card and keep my money??? That is called STEALING, and I have contacted my financial institution to do a CHargeback and will post on all social media the kind of crooks this business is run by!![Your Answer Here]
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
The customer placed a 4 day rental with Rent The Runway on January [redacted] 2016 at 11:10 AM. The rental period was from January 1[redacted] - January [redacted]. On 1/**/16 the customer called Rent The Runway stating that she called earlier to request a return label and never received one and was now being charged a...
late fee for the absence of her rental. Below is a detailed outline of the events and the order they took place in: On January [redacted] 2016 the customer received order number [redacted], a 4 day rental which was due back to Rent The Runway on January [redacted] 2016. Rent The Runway never received the dress until, February * 2016. Our rental policy states that for every day past the rental return date the customer will be charged $50.00 a day until the merchandise is received back. The customer reached out to Rent The Runway on 1/**/16 stating that she spoke to an agent who promised her a return label and never received one and was now being charged a late fee for the absence of her rental. The agent contacted collections and the collections agent stated that the refund cannot be processed until the merchandise is back in the possession of Rent The Runway. The customer was charged $200.00 in total, $50.00 dollars per day, from January [redacted] 2016 - January [redacted] 2016. The customer received the return label on 1/**/2016 and sent the merchandise back to Rent The Runway on 1/**/2016 at 9:38 A.M. On February [redacted] 2016, the customer was refunded $200.00 in full back to her Credit Card, Rent The Runway received the merchandise back to headquarters on February *, 2016 at 10:00 AM.This case has been marked as closed and 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:RENTAL FEE. The rental fee (“Rental Fee”) for the Product will be the total of the rental fee, insurance charges and delivery charges listed on the Site or App for your rental of the Product. When you place your rental order for a Product, you hereby authorize RTR to charge your payment card for the Rental Fee. RTR will charge your payment card the amount of the Rental Fee immediately upon your rental order. A reservation of a Product on the Site or App is an order for the rental of that Product, regardless of how far in advance that Product is reserved. In addition, at the time of your rental order for a Product, you hereby authorize RTR to charge your payment card for an amount equal to 200% of the original retail value of the Product (when new) set forth on the Site or App (“Retail Value”) plus applicable sales taxes; provided that RTR will only charge your payment card for an amount greater than the Rental Fee as described below. Rental Fees exclude all federal, state and local taxes, GST, fees, customs, duties, levies and other governmental assessments, all of which shall be paid by you directly or, if paid by RTR, shall be paid by you to RTR in connection with your rental order.RETURN PACKAGING. With delivery of the Product, RTR will provide you with a pre-paid, pre-addressed RTR carrying case or mailing envelope (as the case may be) as well as instructions for your use in returning the Products to RTR (“Return Packaging”). The RTR carrying case is not yours to keep. If the RTR carrying case is not returned you will be charged a $50 fee (details below under “Lost Return Packaging”).RETURN OF THE PRODUCTS; EXTENSIONS. You agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your order. You may extend your order for a Product on the Site, App or by phone to RTR; provided that any extensions are subject to other orders for that Product and to pre-payment of the additional Rental Fee applicable to that Product for the period of time of the extension. You must return the Product by delivering the Product in the Return Packaging to a UPS store located in the United States by 12 p.m. on or before the date that the Product is due.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).
Response: Customer [redacted] placed the Order [redacted] for the Anjelica Gown in size 4L on 9/**/16 at 4:49pm for rental Sep [redacted] 2016 - Oct [redacted] 2016. She paid $80.25 for this on her [redacted] card, ending in [redacted]. She then cancelled this order on 9/**/16 at 9:17pm. [redacted] was issued...
$70.30 in merchandise credit to her Rent the Runway account, available to use immediately. This is in accordance with our rental agreement, which must be agreed to by the customer at each check out. Verbiage of this agreement is stated below: 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.We have accommodated this customer according to our policy. We will not be making any further accommodations. s why here...
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:
Company failed to provide promised service. I received two filthy dresses that could not be worn to my event. I promptly contacted RTR customer service to inform them of this and was told to email pictures of the dresses, return dresses at my earliest convenience and I would receive a refund. Instead of being simply refunded for the filthy dresses and RTR not fulfilling their business obligation of providing their promised service, they fraudulently charged me a 7 day late return fee for service that was not rendered at all. Dresses were picked up by [redacted] on time on 11/*. Instead of not inconveniencing me as a customer even more for not fulfilling their service, they charge me over $300 for a service they DID NOT PROVIDE.
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Customer placed order #[redacted] to arrive on May [redacted], 2016 and return on May [redacted], 2016. Customer agreed to RTR’s Terms of Service which outlines Return and Late Fee Policy at checkout. Customer was charged $347.50 because tracking showed that the order was dropped off and scanned on May...
[redacted], 2016, making it a late return. Collections asked customer to verify the exact address of the drop off location used for the return and the approximate date and time it was left there to further look into this situation. Customer did not respond to Collections with this information. Late fees were not refunded. This case has been resolved. Late fee policy outlined in RTR’s 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.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]...
[redacted]
[redacted] RTR RESPONSE: Customer placed 8-day rental order #[redacted] to arrive on 12/**/2016. This order was due to be post-marked via [redacted] on 01/**/2017. Customer agreed to RTR’s Terms of Service at checkout which outlines Late Fee Policy.Customer’s order was scanned back to RTR’s fulfillment center on 01/**/2017, making it a late return. Customer was charged $536.25 in late fees. Collections reached out to customer via phone on 01/**/2017 but customer’s voicemail box is full. Collections has authority over late fee charges and has reached out to work with customer via phone and email.This case is still ongoing.RTR’s Late Fee Policy:RETURN OF THE PRODUCTS; EXTENSIONS. You agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your order. You may extend your order for a Product on the Site, App or by phone to RTR; provided that any extensions are subject to other orders for that Product and to pre-payment of the additional Rental Fee applicable to that Product for the period of time of the extension. You must return the Product by delivering the Product in the Return Packaging to a [redacted] store located in the United States by 12 p.m. on or before the date that the Product is due. We are not responsible for any personal or other items left in the Products or which are returned to RTR in the Return Packaging. If you believe you have accidentally or otherwise sent us any such items, please contact customer service as soon as possible at [redacted]. Our staff may assist in attempting to locate such items at a customer’s request, but are not obligated to and assume no liability for doing so.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).
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]
[redacted]...
[redacted] RTR Response:Customer placed order to arrive on December [redacted], 2016 and return on January [redacted], 2017 via [redacted]. RTR’s Late Fee Policy is outlined in RTR’s Terms of Service agreed to at checkout. Customer’s order did not have any return scans via [redacted], so customer was charged $1188.00 in late fees since the order was 20 days late. Upon further review, Collections Team Lead contacted customer and left a voicemail on 02/**/2017 to let customer know that a full refund would be issued. RTR apologizes for the situation and for the late notification from RTR that the items had not been initially scanned in as returned. Customer has been fully refunded. Case has been resolved.
[redacted] ** [redacted]
[redacted]
[redacted] RTR Response:Customer placed order #[redacted] to arrive on October [redacted], 2016 and return on October [redacted], 2016. Customer had placed the order for two dresses, and these were returned late or damaged by the previous renter so they were no longer available to send out for the [redacted]. Customer was contacted on October [redacted] to add in replacement options. Customer selected five replacement options. Order arrived on October [redacted] as scheduled.Customer contacted Collections Team on October [redacted] regarding the order not having a return scan. Customer stated order was returned to a [redacted] dropbox on October [redacted]. An investigation was launched with [redacted] regarding the package since there was no scan and it could not be properly tracked. An investigation takes up to 8 business days to complete. On November [redacted], 2016, there were still no updates on the package. Customer was informed by [redacted] that the investigation was mishandled on their end, so a new investigation was launched. Customer was never charged a late fee. On November [redacted], Collections informed the customer that the customer would not be liable if the merchandise is not found.Merchandise never arrived back to RTR’s fulfillment center and customer was never charged late fees.This case has been closed via RTR Collections.
The customer contacted Rent the Runway on 11/**/2015 to notify us that a charge was placed on her credit card erroneously by Rent the Runway. Rent the Runway could not find any record of the customer’s personal information or any details related to charges to the client’s credit card. Rent the...
Runway spoke with the customer directly to ensure that her concerns were addressed and elevated the inquiry to the Rent the Runway management team. In response to this inquiry, Rent the Runway’s Chief Financial Officer reported that a store associate in the [redacted] retail location had charged this customer’s credit card in error. This store associate reached out to the Rent the Runway Finance team to report the error and ask that the customer’s credit card on file be refunded. A manager on the Rent the Runway Customer Insights Team followed up with the Rent the Runway Finance Team and the customer to ensure that the customer was refunded and all of the customer’s personal information was removed from the Rent the Runway system. This case has been marked resolved and the final solution has been negotiated. Below is a detailed outline of the events and the conclusion of this interaction. On 11/**/2015 2:15 p.m. Rent the Runway’s Chief Finance Officer reported that a store associate in the Rent the Runway [redacted] retail location had mistakenly charged the customer’s credit card and contacted the Rent the Runway Finance Team to ensure that the customer received a refund. 11/**/2015 5:51 p.m. A manager on the Rent the Runway Customer Insights Team spoke with the customer regarding this matter and reached out to the Rent the Runway Finance Team to process a refund on the customer’s behalf. The customer expressed a preference in scheduling a phone call to process the refund via credit card. The customer confirmed that they would like their account and credit card information to be deleted from the Rent the Runway system. 11/**/2015 9:00 a.m. Rent the Runway’s Chief Financial Officer confirmed that Rent the Runway does not store any credit card information in the Rent the Runway system. Rent the Runway relies on a third party vendor to store and charge credit cards to ensure that a data breach of Rent the Runway would not expose any customer credit card information. 11/**/2015 3:52 p.m. The customer spoke with a Manager on the Rent the Runway Customer Insights Team and a representative from the Rent the Runway Finance Team. During this phone call, the customer was refunded in full and all of the customer’s personal information, including credit card information was removed from the Rent the Runway system. 12/**/2015 10:39 AM The Rent the Runway Customer Insights Manager confirmed the phone call with the customer and the Rent the Runway Finance Team and that the customer was refunded and all personal information removed from the Rent the Runway system. This case has been marked as resolved and the final solution has been negotiated.
Customer placed order to arrive on September [redacted], 2016 and return on September [redacted], 2016. Customer returned order through hotel, resulting in late fees as hotel did not have [redacted] pick up option. Customer agreed to Terms of Service at checkout which advises not to return via third party such as...
a hotel, as customer is still responsible for a timely return. Order was 6 days late, customer was sent an invoice of charges. Customer was held responsible for late fees, case has been resolved. RETURNING MY ORDER Late Fee Policy Why on-time returns are important We 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 ensure other customers will have their dress for their event. Please review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns. How do I return my order? The date to send back your rental items is stated in your online invoice. In order to avoid a late fee: Send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider for all orders is [redacted]. Returns must be dropped off at a [redacted] store located in the United States by 12 p.m. on or before the return date specified in your order. This ensures that 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 note that you are liable for any late fees incurred, regardless of any third party involved with the return. Do not leave your rentals with any third party (hotel, mail room, friend) for return. 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]
*If you lose or fail to return the Rent the Runway blue carrying case, you will be charged $50. 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 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.
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 find that this resolution is satisfactory to me and the matter has been resolved. The discount code was re-activated and should work until 12/**/2016.
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 was led to believe that I could keep the same dress for the two weeks and not have to mail it back until the end of the 2d week. I asked about this specifically since I knew I would be traveling for both weeks and wearing the dress in the middle of my trip, and unable to mail it back until the end of the 2d week. The company's explanation is not how the rental was explained to me. Thank you for your continued work on my behalf. [redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Customer contacted Collections regarding late fee charges on 5/**/2016. Customer did not switch out return label on package, so the order was re-routed back to customer instead of arriving to RTR on time. Customer was informed by Collections on 5/**/2016 that each rental is provided with...
a return label and instructions regarding the shipping. Collections denied a refund for late fees, case has been resolved. Late Fee policy was agreed to at checkout in Terms of Service: The date to send back your rental items is stated in your online invoice. In order to avoid a late fee: Send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider for all orders is [redacted]. Returns must be dropped off at a [redacted] store located in the United States by 12 p.m. on or before the return date specified in your order. This ensures that 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 note that you are liable for any late fees incurred, regardless of any third party involved with the return. Do not leave your rentals with any third party (hotel, mail room, friend) for return. 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] *If you lose or fail to return the Rent the Runway blue carrying case, you will be charged $50. 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 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.
Better Business...
Bureau:
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]
It's true that they returned my money (eventually), but not after over a week of stress and several hours of wasted time at work trying to get a hold of someone and get an explanation. They are the REASON I had to cancel my credit card in the first place because they kept charging it without any explanation or contact. Absolutely ridiculous and unprofessional. A simple apology would be great.
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I'm glad they had the decency to refund me the $112 unreasonable dollars they charged me in the first place.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:
[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 month. I did not receive my label until May [redacted], after I had already been charged for the dress. I could not return the dress without the label I requested. How could I return the dress without the label I had requested IN MID APRIL and did not receive until May [redacted]? 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:
I do NOT accept, nor understand what has the previous charge (refunded, btw), has to do with anything,...
business has acknowledged not to have any records of me, my address, or many thing else, yet they will gladly charge my card and keep my money??? That is called STEALING, and I have contacted my financial institution to do a CHargeback and will post on all social media the kind of crooks this business is run by!![Your Answer Here]
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
The customer placed a 4 day rental with Rent The Runway on January [redacted] 2016 at 11:10 AM. The rental period was from January 1[redacted] - January [redacted]. On 1/**/16 the customer called Rent The Runway stating that she called earlier to request a return label and never received one and was now being charged a...
late fee for the absence of her rental. Below is a detailed outline of the events and the order they took place in: On January [redacted] 2016 the customer received order number [redacted], a 4 day rental which was due back to Rent The Runway on January [redacted] 2016. Rent The Runway never received the dress until, February * 2016. Our rental policy states that for every day past the rental return date the customer will be charged $50.00 a day until the merchandise is received back. The customer reached out to Rent The Runway on 1/**/16 stating that she spoke to an agent who promised her a return label and never received one and was now being charged a late fee for the absence of her rental. The agent contacted collections and the collections agent stated that the refund cannot be processed until the merchandise is back in the possession of Rent The Runway. The customer was charged $200.00 in total, $50.00 dollars per day, from January [redacted] 2016 - January [redacted] 2016. The customer received the return label on 1/**/2016 and sent the merchandise back to Rent The Runway on 1/**/2016 at 9:38 A.M. On February [redacted] 2016, the customer was refunded $200.00 in full back to her Credit Card, Rent The Runway received the merchandise back to headquarters on February *, 2016 at 10:00 AM.This case has been marked as closed and 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:RENTAL FEE. The rental fee (“Rental Fee”) for the Product will be the total of the rental fee, insurance charges and delivery charges listed on the Site or App for your rental of the Product. When you place your rental order for a Product, you hereby authorize RTR to charge your payment card for the Rental Fee. RTR will charge your payment card the amount of the Rental Fee immediately upon your rental order. A reservation of a Product on the Site or App is an order for the rental of that Product, regardless of how far in advance that Product is reserved. In addition, at the time of your rental order for a Product, you hereby authorize RTR to charge your payment card for an amount equal to 200% of the original retail value of the Product (when new) set forth on the Site or App (“Retail Value”) plus applicable sales taxes; provided that RTR will only charge your payment card for an amount greater than the Rental Fee as described below. Rental Fees exclude all federal, state and local taxes, GST, fees, customs, duties, levies and other governmental assessments, all of which shall be paid by you directly or, if paid by RTR, shall be paid by you to RTR in connection with your rental order.RETURN PACKAGING. With delivery of the Product, RTR will provide you with a pre-paid, pre-addressed RTR carrying case or mailing envelope (as the case may be) as well as instructions for your use in returning the Products to RTR (“Return Packaging”). The RTR carrying case is not yours to keep. If the RTR carrying case is not returned you will be charged a $50 fee (details below under “Lost Return Packaging”).RETURN OF THE PRODUCTS; EXTENSIONS. You agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your order. You may extend your order for a Product on the Site, App or by phone to RTR; provided that any extensions are subject to other orders for that Product and to pre-payment of the additional Rental Fee applicable to that Product for the period of time of the extension. You must return the Product by delivering the Product in the Return Packaging to a UPS store located in the United States by 12 p.m. on or before the date that the Product is due.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).
Response: Customer [redacted] placed the Order [redacted] for the Anjelica Gown in size 4L on 9/**/16 at 4:49pm for rental Sep [redacted] 2016 - Oct [redacted] 2016. She paid $80.25 for this on her [redacted] card, ending in [redacted]. She then cancelled this order on 9/**/16 at 9:17pm. [redacted] was issued...
$70.30 in merchandise credit to her Rent the Runway account, available to use immediately. This is in accordance with our rental agreement, which must be agreed to by the customer at each check out. Verbiage of this agreement is stated below: 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.We have accommodated this customer according to our policy. We will not be making any further accommodations. s why here...
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:
Company failed to provide promised service. I received two filthy dresses that could not be worn to my event. I promptly contacted RTR customer service to inform them of this and was told to email pictures of the dresses, return dresses at my earliest convenience and I would receive a refund. Instead of being simply refunded for the filthy dresses and RTR not fulfilling their business obligation of providing their promised service, they fraudulently charged me a 7 day late return fee for service that was not rendered at all. Dresses were picked up by [redacted] on time on 11/*. Instead of not inconveniencing me as a customer even more for not fulfilling their service, they charge me over $300 for a service they DID NOT PROVIDE.
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]