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 becauseRent the Runway should send a notice that the package has not been received and notify the customer that they will begin receiving late charges. This would allow the customer to follow up on the status of the shipment. However, RTR does not do this so they can collect usury late fees to the detriment of the customer. The fees charged are not at all in portion to the value of the item rented. The policy is horrific and the customer service is worse. The business practice around fees is not clearly defined and evident on the website and not explicitly communicated to the customer nor, as mentioned above, once the fees begin being incurred, the customer is not notified until hundreds of $$ in fees have already been incurred. How is this practice acceptable?
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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 glad I got my refund. However, I would like Rent the Runway to admit that their return policy is flawed when it comes to returning dresses on a NATIONAL HOLIDAY. It is 100% not my fault that [redacted] did not pick up the package until 4 days later. I refuse to let Rent the Runway claim that I did not return the dress until 11/**. I returned the dress to a VERIFIED [redacted] BOX ON NOVEMBER [redacted], 2015. The address of this box is [redacted]. I have (again) provided time-stamped photo proof that I was at this [redacted] drop off location before noon on 11/**/15.Please fix your FLAWED RETURN POLICY IF YOU ARE GOING TO GIVE A DRESS RETURN DATE ON A NATIONAL HOLIDAY. I am disgusted with this company.
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Sincerely,
[redacted]
RTR offers 4 or 8 day classic rentals. Customer placed two orders as 8-day rentals. One order was set to arrive on April [redacted], 2016 and return on April [redacted], 2016. The other order was to arrive on April [redacted] and return on April [redacted]. Customer rented the same dress in both of...
these orders, customer believed it was a rental for 2 weeks but we do not offer classic rentals with this timeframe. Customer had placed separate orders, and the order due to scan into UPS on April [redacted] was not returned back to RTR until April [redacted], making it a late return. Customer was denied a refund by Collections. This case has been resolved. RTR’s Late Fee Policy outlined in 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.
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 received a confirmation email that Rent the Runway received my dress on December [redacted], 2015 at 9:14am. Furthermore, I detailed where I dropped my dress off ([redacted] box) and attached a picture of the rental dress AT the [redacted] dropbox location on November [redacted], 2015 (the rental due date). Rent the Runway set my dress rental return date as November [redacted], 2015. I dropped the dress off on this day. [redacted] was closed due to the Thanksgiving Holiday on this day. Rent the Runway's rental return system is flawed and did not account for [redacted] being closed on a holiday. I was told by Rent the Runway not to use this box again, and to drop off my dress AT the [redacted] store. But if the stores are closed for the holidays, what else was I supposed to do?I have proved that I returned my dress according to Rent the Runway's return directions. Rent the Runway has blatantly just lied about receiving the dress after December [redacted], 2015. They received the dress a full ten days before this and they received proof that I dropped my dress off on the RTR return date.
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Sincerely,
[redacted]
On December [redacted] 2012, the [redacted] of Customer Insights from Rent the Runway emailed the customer issuing the customer a promotion code, [redacted], that is valid on the following “rent one dress of any price and one accessory (excluding Chanel) of any price” on Rent the Runway. Rent the...
Runway’s [redacted] then let the customer know that promotion code expired on 12/**/2016On April [redacted], 2015 the customer emailed Rent the Runway to see if the promotion code, [redacted] was still valid. A customer service representative responded to the customer, letting her know that the promotion code expired on 12/**/13. The customer then responded to the representative, letting her know that the promotion code, should not have expired until 12/**/2016 and included the email exchange from 12/**/12. The customer service representative let the customer know that the code has been disabled and gave the customer a promotion code for a free rental up to $250.00. The customer never responded to this email. On May [redacted] 2015 the [redacted] of Customer Insights reached out to the customer to let her know that the code had been disabled previously; however, Rent the Runway was able to enable the code and that the customer should be able to use it through 12/**/2016. The [redacted] also let the customer know that if for some reason the code did not work, Rent the Runway would honor the code and refund her for the cost of 1 dress and 1 accessory (excluding Chanel) once the order is placed.On May [redacted], 2015, the customer thanked Rent the Runway and let the company know that she would alert them if the code did not work.As of May [redacted] 2015, the customer has not contacted Rent the Runway nor has she placed an order with that code. Rent the Runway considers the matter resolved.
Customer placed order to arrive on September [redacted], 2016 and return onSeptember [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 toreturn via third party such as a hotel, as customer is stillresponsible for a timely return. Order was 6 days late, customer wassent an invoice of charges. Customer was held responsible for latefees, case has been resolved. RETURNING MY ORDERLate Fee PolicyWhy on-time returns are importantWe take pride in meeting and exceeding the expectations of all of ourcustomers by providing an exceptional experience that begins with anon-time delivery. When a dress or accessory is not returned to us ontime by a customer, or is lost or stolen, it impacts our ability todeliver on our promises to other customers and it harms our business.Because our products are unique and not replaceable, we cannotpurchase additional products to fulfill orders due to late returns. Werely on our customers to return our products on time so that we canensure other customers will have their dress for their event. Pleasereview our Late Fee Policy below which explains how to return yourrental 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 onlineinvoice. In order to avoid a late fee:Send back the products you rented in the return packaging provided toyou 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 UnitedStates by 12 p.m. on or before the return date specified in yourorder. This ensures that your package will be scanned by [redacted] by thenext day and returned to Rent the Runway on time. Rent the Runway willnot cover additional fees incurred due to international shipping.Please note that you are liable for any late fees incurred, regardlessof any third party involved with the return. Do not leave your rentalswith any third party (hotel, mail room, friend) for return.If you lose the return packaging, you are responsible for returningthe item at your own expense by the expected return date, andproviding Rent the Runway with a tracking number. Returns should besent to the following address:Rent the Runway[redacted]If you lose or fail to return the Rent the Runway blue carrying case,you will be charged $50.Late FeesIf you return your rental items late or do not return them at all, alate fee of $50 per day will be charged to the credit card you usedfor 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 youordered, plus applicable sales tax. This late fee is in addition tothe 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 oneorder, 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 returndate, your late return will be considered a non-return and Rent theRunway will charge your credit card or debit card the maximum latefee, less any fees, plus applicable sales tax that you have alreadypaid.
The customer placed an order with Rent the Runway on November *, 2015 for one dress in two sizes, totaling $51.12 charged to 11/**/2015. The customer placed the order to arrive on 11/**/2015 with a return date of 11/**/2015. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services,...
which are stated below. As of 12/**/2015, it was confirmed that the customer had not returned the dresses back to Rent the Runway, resulting in the late fee charges of $108.88 to the credit card on file. After communication with the customer and launching an investigation with [redacted] regarding the [redacted] Drop Box where the client returned the package, on 12/**/2015, Rent the Runway has refunded the customer the $108.88 of late fee charges. 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 December [redacted], Rent the Runway collections department noted the return scan on the customer’s order [redacted], and concluded that the Green Light Dress in sizes 4 and 6 had not yet been returned to Rent the Runway, and that the customer would be charged a late fee, per the late fee policy. This resulted in a charge of $108.88 to the credit card on file.On December [redacted], the customer e-mailed Rent the Runway collections department, stating that the dresses were returned on time on November [redacted] and providing a time stamped photo of her return to a [redacted] drop box, making the customer’s return within the valid time frame to not receive late fees. The collections representative responded requesting details of the customer’s return.On December [redacted], the customer provided the requested details and the collections representative responded to confirm that a one time exception would be made to refund the late fee charges assessed in the amount of $108.88 due to the fact that the [redacted] Drop Box in question has been flagged as unreliable in our system. 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 [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]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 November 1, 2015 for one dress in two sizes, totaling $51.12 charged to 11/26/2015. The customer placed the order to arrive on 11/23/2015 with a return date of 11/26/2015. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. After looking into the [redacted] data it is confirmed that customer returned the order on 11/30/2015 but the merchandise was not received back to Rent The Runway After communication with the customer and launching an investigation with [redacted] regarding the [redacted] Drop Box where the client returned the package, on 12/15/2015, Rent the Runway has refunded the customer the $108.88 of late fee charges. This case has been marked as resolvedFor 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 [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.
Customer’s order was scheduled to arrive on May 2[redacted], 2016 and return on May [redacted], 2016. Customer’s order did not arrive back to RTR until June [redacted], 2016, making it a late return. Customer stated that order was placed in the mail on May [redacted], however, orders need to be returned via...
[redacted]. [redacted] returns will delay the order’s arrival to RTR, resulting in late fees. As a courtesy, Collections Department waived the remaining late fee balance of $100.00 plus tax. Return and late fee policy is listed on RTR’s Terms of Service which customer agreed to at checkout: 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 customersand 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.
The customer placed an order with Rent The Runway for a 4 day rental from December [redacted] - December [redacted] order #[redacted]. The customer was charged 64.80 to her [redacted] Card. The customers return date for the rental, was December [redacted] 2015. Rent the Runway relies on customers to send their...
merchandise back by the end of their rental period, these are time sensitive rentals and mostly likely need to be sent out to another customer within a small time period. The customer states that Fed Ex was the shipping company we use, unfortunately the shipping label we offered to the customer was [redacted]. UPS did not receive the package until 12/**/2015, two days past the due date of the customers rental. This resulted in a $54.00 dollar late fee. On Monday January [redacted] 2016 3:20 PM the customer e-mailed in about an e-mail she received from Rent The Runway stating there was a charge made to the credit card on file for a $54.00 late fee, a collections team member answered the customer at 4:44 PM on January [redacted] 2016. The collections e-mail states: Thank you for getting back to us. Your order needed to be scanned in by 12/**, but wasn't postmarked until 12/**, making the order two days late.If you believe this is an error, please reply with the following information:1. Drop off date and approximate time2. Exact address of drop off location3. Drop off method (ex. drop box, store, third party)From there, we would be happy to look further into this matter and resolve it as soon as possible. If you have any questions or concerns, let me know and I would be more than happy to help.Fashionably Yours,Rent the Runway CollectionsAfter this e-mail we have had no further communication with the customer, Collections offered to do an investigation involving this issue,we did not receive any further information. This case has been marked as resolved and the final solution has been negotiated. For reference, the sections pertaining to rental policies and returns is below:In the terms of services, Rent the Runway outlines:COLLECTIONS. If you do not pay the amounts you owe to RTR when due, then RTR will need to institute collection procedures. You agree to pay RTR’s costs of collection, including without limitation reasonable attorneys' fees.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).LOST RETURN PACKAGING. If 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 number. Also, if you lose or fail to return the RTR carrying case you will be charged $50. If you still possess the RTR carrying case, it 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).
[redacted] RTR Response Customer’s original backup size could not be delivered as it was returned late/damaged by the previous renter. The customer was contacted to select a replacement style, however, the replacement did not arrive as scheduled due to courier delays. On 5/*/2017 the customer contacted Customer Experience and was offered additional replacements to be delivered the following day. When the customer declined this offer, she was issued a refund for the full amount of the order and has since been issued a promotion code for 50% off her next Rent the Runway order. This case has been resolved. [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]
The customer placed an order with Rent the Runway on October [redacted], 2015, for the “Noir Timeless Love Gown”in two sizes, which totaled $97.93 to the credit card on file. The customer placed her rental to arrive on 11/**/2015 with a return date of 12/**/2015. Upon checkout, the customer agreed to Rent...
the Runway’s Terms and Services which explains the company’s cancellation policy.On November [redacted], 2015 at 1:49 PM the customer adjusted the rental period to start on 12/*/2015. The customer then contacted Rent the Runway via phone at 1:54 PM to request a cancellation for a refund to her credit card because she was cancelling more than 30 days in advance of her rental start date. The call was escalated to a manager and as a courtesy was refunded in full $97.93 to the credit card on file.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 November [redacted] at 1:49 PM, the customer used the Self-Service Feature on the Rent the Runway website to adjust her rental period from November [redacted] to December [redacted]. On November [redacted], at 1:54 PM the customer called Rent the Runway and spoke to an associate about cancelling her order for a refund to the Credit Card. The associate informed the customer her order had just been adjusted and the original rental start date was within 30 days so the cancellation would be for a merchandise credit to the customer’s Rent the Runway account. The call was escalated to a senior manager, who reiterated the cancellation policy. The customer cursed at the manager and demanded executives’ contact information. At 2:40 PM, on November [redacted], another senior manager from Rent the Runway called the customer back. The customer continued to use profanities. The manager issued the refund as a one time courtesy to the credit card on file in the amount of $97.93.At 8:48 PM, on November [redacted], the customer emailed Rent the Runway stating a refund for the cancellation should not have been an issue, the refund should post to the bank account in 3 business days, and that a claim had been filed with the bank and with the Revdex.com.At 11:06 PM, on November [redacted], a Rent the Runway representative responded to the email, stating the refund had been issued, and as a courtesy as the cancellation was within 30 days of the original rental start date. On November [redacted], at 5:49 the customer responded stating that she was within the terms of our cancellation policy because “ delivery date isn't specified as to whether it's the original or not.This case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the cancellation 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 Cancellation Policy which states the following: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.
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. HOWEVER, this company's communication with the customer is TERRIBLE. I am only accepting this matter as resolved because my money was finally refunded. But the point that is being ignored by them is that I was told by the representative that they would communicate to Collections to not place a hold on my account because THEIR company messed up and didn't send the return label. They also sent two dresses to me missing the belt that was supposed to come with it.
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 still unsatisfactory to me. I was misled by the salesperson at the time of the rental if this is their policy. However, I'm tired of dealing with them and definitely won't be using their services again. Please consider the matter has been resolved.
Sincerely,
[redacted]
The customer placed an order with Rent the Runway to sign up for the Unlimited Membership on March [redacted], 2015. This order placed the customer on the waitlist for the Unlimited Membership, and charged her $0. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which outlines the...
billing process of the Unlimited Membership. The customer was accepted into the Unlimited Membership on March [redacted], 2015 and charged $49. At the time the customer joined the service, as outlined in the Unlimited FAQs and in the messaging on site, the Unlimited Membership was $49 plus tax for the first month of the service, and $99 plus tax for every month thereafter. At this time, the Unlimited Membership is $99 for each month, and Rent the Runway no longer offers the first month of the service at $49. The messaging on site states the current price of $99 per month for the Unlimited Membership.Below is a detailed outline of the events and the conclusion of this interaction:On March [redacted], the customer received her first Unlimited shipment for three dresses. On April [redacted], the customer was charged the second month fee for the Unlimited Membership, $99 plus 9% tax equalling $107.91. The customer emailed Rent the Runway customer service requesting to cancel the Unlimited Membership. A customer service representative responded to that email on April [redacted], canceling the customer’s Unlimited Membership. Rent the Runway received the three items back from the customer’s Unlimited Membership on April [redacted], 2015.On April [redacted], the customer called Rent the Runway customer service, asking for details of the Unlimited Membership and the price changes. The customer service representative explained to the customer about the Unlimited charges, and all of the benefits of the Membership program. The customer was satisfied with the explanation and thanked the customer service representative for her information.On April [redacted], the customer called Rent the Runway customer service, asking once again for an explanation of the Unlimited Membership details. The customer requested a full refund of the second month charge that was processed on April [redacted]. The customer service representative made a courtesy for the customer and refunded the credit card $107.91 for the second month of the Unlimited Membership because the customer was no longer a member of the service. The customer was satisfied with the conversation and thanked the customer service representative for all of her help.On April [redacted] the customer emailed Rent the Runway customer service asking for an explanation of the Unlimited prices, and requested to receive the service for $49 a month again. The customer service representative responded to that email outlining the terms of the Unlimited Membership, and that the price is $49 for the first month, and $99 for every month after. The customer then responded stating she was reaching out to Revdex.com to report the interactions with Rent the Runway.The customer has now been educated on the terms of the Unlimited Membership four times throughout multiple interactions with the Rent the Runway customer service team, and this case has been marked as resolved and the final solution has been negotiated.In the terms and services, Rent the Runway outlines:“Changes to and Termination of Unlimited. As 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 discretion. If 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 Terms. However, 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 law. If 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 period. Prior 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.”
RTR RESPONSE:Customer became an RTR PRO member on 7/**/16, which is a membership for $29.95 that automatically renews each year. It provides customers with free standard shipping and insurance on classic rentals. RTR launched a new feature for PRO members to receive 15% off discounts on...
classic rental orders. This launched to a percentage of customers on 7/**/16. An email was sent out to customers on 10/**/2016 regarding the change made to remove this feature due to customer feedback. Customer reached out to RTR via chat on 01/**/17 to inquire why customer was not being offered 15% off an order about to be placed. Customer was informed via chat that RTR no longer offers this discount perk for PRO members. Customer was unsatisfied with this change via chat and requested to cancel PRO membership renewal. Customer’s membership will remain active until 7/**/2017, but customer’s membership will not auto-renew nor bill customer on this date.RTR provided customer with a promotion code for 15% off a future order as an exception. Customer was intending on using 15% off code towards a clearance item, but promotion codes are not valid on clearance items. Customer was told via chat that clearance items do not apply with any promotion codes. Customer would not have been offered 15% off on a clearance item even if the PRO membership still offered this feature, as 15% off only applied to classic rental orders.Customer had placed three orders after the change was made on 10/**/16. Customer did not receive 15% off for these three orders, so customer was aware that RTR was no longer offering this perk to members. Customer’s PRO membership renewal has been cancelled as requested, and customer has been provided with a 15% off promotion code to use towards a future rental with RTR.This case has been resolved.
At this time, I have been contacted directly by Rent the Runway, Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:
I was still charged $109, more than I thought was fair considering the circumstances. A friend of...
mine, [redacted], also accidentally put a dress into the [redacted] box and Rent the Runway refunded her 100%! It is not fair to treat some customers one way and the rest another.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
RTR Response As of 5/**/2017 we have not yet heard back from the customer regarding additional information provided by [redacted], or the status of the items. In the interim, we have continued to halt the accruing late fees while the customer works with us to resolve this matter. Once the matter has been resolved and the items returned to RTR, we are happy to further discuss reimbursement for the late fees charged. However, as the items have not been received and are interrupting the rentals of other customers, we are unable to process the customer’s request at this time.
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 becauseRent the Runway should send a notice that the package has not been received and notify the customer that they will begin receiving late charges. This would allow the customer to follow up on the status of the shipment. However, RTR does not do this so they can collect usury late fees to the detriment of the customer. The fees charged are not at all in portion to the value of the item rented. The policy is horrific and the customer service is worse. The business practice around fees is not clearly defined and evident on the website and not explicitly communicated to the customer nor, as mentioned above, once the fees begin being incurred, the customer is not notified until hundreds of $$ in fees have already been incurred. How is this practice acceptable?
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 glad I got my refund. However, I would like Rent the Runway to admit that their return policy is flawed when it comes to returning dresses on a NATIONAL HOLIDAY. It is 100% not my fault that [redacted] did not pick up the package until 4 days later. I refuse to let Rent the Runway claim that I did not return the dress until 11/**. I returned the dress to a VERIFIED [redacted] BOX ON NOVEMBER [redacted], 2015. The address of this box is [redacted]. I have (again) provided time-stamped photo proof that I was at this [redacted] drop off location before noon on 11/**/15.Please fix your FLAWED RETURN POLICY IF YOU ARE GOING TO GIVE A DRESS RETURN DATE ON A NATIONAL HOLIDAY. I am disgusted with this company.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
RTR offers 4 or 8 day classic rentals. Customer placed two orders as 8-day rentals. One order was set to arrive on April [redacted], 2016 and return on April [redacted], 2016. The other order was to arrive on April [redacted] and return on April [redacted]. Customer rented the same dress in both of...
these orders, customer believed it was a rental for 2 weeks but we do not offer classic rentals with this timeframe. Customer had placed separate orders, and the order due to scan into UPS on April [redacted] was not returned back to RTR until April [redacted], making it a late return. Customer was denied a refund by Collections. This case has been resolved. RTR’s Late Fee Policy outlined in 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.
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 received a confirmation email that Rent the Runway received my dress on December [redacted], 2015 at 9:14am. Furthermore, I detailed where I dropped my dress off ([redacted] box) and attached a picture of the rental dress AT the [redacted] dropbox location on November [redacted], 2015 (the rental due date). Rent the Runway set my dress rental return date as November [redacted], 2015. I dropped the dress off on this day. [redacted] was closed due to the Thanksgiving Holiday on this day. Rent the Runway's rental return system is flawed and did not account for [redacted] being closed on a holiday. I was told by Rent the Runway not to use this box again, and to drop off my dress AT the [redacted] store. But if the stores are closed for the holidays, what else was I supposed to do?I have proved that I returned my dress according to Rent the Runway's return directions. Rent the Runway has blatantly just lied about receiving the dress after December [redacted], 2015. They received the dress a full ten days before this and they received proof that I dropped my dress off on the RTR return date.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
On December [redacted] 2012, the [redacted] of Customer Insights from Rent the Runway emailed the customer issuing the customer a promotion code, [redacted], that is valid on the following “rent one dress of any price and one accessory (excluding Chanel) of any price” on Rent the Runway. Rent the...
Runway’s [redacted] then let the customer know that promotion code expired on 12/**/2016On April [redacted], 2015 the customer emailed Rent the Runway to see if the promotion code, [redacted] was still valid. A customer service representative responded to the customer, letting her know that the promotion code expired on 12/**/13. The customer then responded to the representative, letting her know that the promotion code, should not have expired until 12/**/2016 and included the email exchange from 12/**/12. The customer service representative let the customer know that the code has been disabled and gave the customer a promotion code for a free rental up to $250.00. The customer never responded to this email. On May [redacted] 2015 the [redacted] of Customer Insights reached out to the customer to let her know that the code had been disabled previously; however, Rent the Runway was able to enable the code and that the customer should be able to use it through 12/**/2016. The [redacted] also let the customer know that if for some reason the code did not work, Rent the Runway would honor the code and refund her for the cost of 1 dress and 1 accessory (excluding Chanel) once the order is placed.On May [redacted], 2015, the customer thanked Rent the Runway and let the company know that she would alert them if the code did not work.As of May [redacted] 2015, the customer has not contacted Rent the Runway nor has she placed an order with that code. Rent the Runway considers the matter resolved.
Customer placed order to arrive on September [redacted], 2016 and return onSeptember [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 toreturn via third party such as a hotel, as customer is stillresponsible for a timely return. Order was 6 days late, customer wassent an invoice of charges. Customer was held responsible for latefees, case has been resolved. RETURNING MY ORDERLate Fee PolicyWhy on-time returns are importantWe take pride in meeting and exceeding the expectations of all of ourcustomers by providing an exceptional experience that begins with anon-time delivery. When a dress or accessory is not returned to us ontime by a customer, or is lost or stolen, it impacts our ability todeliver on our promises to other customers and it harms our business.Because our products are unique and not replaceable, we cannotpurchase additional products to fulfill orders due to late returns. Werely on our customers to return our products on time so that we canensure other customers will have their dress for their event. Pleasereview our Late Fee Policy below which explains how to return yourrental 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 onlineinvoice. In order to avoid a late fee:Send back the products you rented in the return packaging provided toyou 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 UnitedStates by 12 p.m. on or before the return date specified in yourorder. This ensures that your package will be scanned by [redacted] by thenext day and returned to Rent the Runway on time. Rent the Runway willnot cover additional fees incurred due to international shipping.Please note that you are liable for any late fees incurred, regardlessof any third party involved with the return. Do not leave your rentalswith any third party (hotel, mail room, friend) for return.If you lose the return packaging, you are responsible for returningthe item at your own expense by the expected return date, andproviding Rent the Runway with a tracking number. Returns should besent to the following address:Rent the Runway[redacted]If you lose or fail to return the Rent the Runway blue carrying case,you will be charged $50.Late FeesIf you return your rental items late or do not return them at all, alate fee of $50 per day will be charged to the credit card you usedfor 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 youordered, plus applicable sales tax. This late fee is in addition tothe 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 oneorder, 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 returndate, your late return will be considered a non-return and Rent theRunway will charge your credit card or debit card the maximum latefee, less any fees, plus applicable sales tax that you have alreadypaid.
The customer placed an order with Rent the Runway on November *, 2015 for one dress in two sizes, totaling $51.12 charged to 11/**/2015. The customer placed the order to arrive on 11/**/2015 with a return date of 11/**/2015. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services,...
which are stated below. As of 12/**/2015, it was confirmed that the customer had not returned the dresses back to Rent the Runway, resulting in the late fee charges of $108.88 to the credit card on file. After communication with the customer and launching an investigation with [redacted] regarding the [redacted] Drop Box where the client returned the package, on 12/**/2015, Rent the Runway has refunded the customer the $108.88 of late fee charges. 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 December [redacted], Rent the Runway collections department noted the return scan on the customer’s order [redacted], and concluded that the Green Light Dress in sizes 4 and 6 had not yet been returned to Rent the Runway, and that the customer would be charged a late fee, per the late fee policy. This resulted in a charge of $108.88 to the credit card on file.On December [redacted], the customer e-mailed Rent the Runway collections department, stating that the dresses were returned on time on November [redacted] and providing a time stamped photo of her return to a [redacted] drop box, making the customer’s return within the valid time frame to not receive late fees. The collections representative responded requesting details of the customer’s return.On December [redacted], the customer provided the requested details and the collections representative responded to confirm that a one time exception would be made to refund the late fee charges assessed in the amount of $108.88 due to the fact that the [redacted] Drop Box in question has been flagged as unreliable in our system. 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 [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]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 November 1, 2015 for one dress in two sizes, totaling $51.12 charged to 11/26/2015. The customer placed the order to arrive on 11/23/2015 with a return date of 11/26/2015. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. After looking into the [redacted] data it is confirmed that customer returned the order on 11/30/2015 but the merchandise was not received back to Rent The Runway After communication with the customer and launching an investigation with [redacted] regarding the [redacted] Drop Box where the client returned the package, on 12/15/2015, Rent the Runway has refunded the customer the $108.88 of late fee charges. This case has been marked as resolvedFor 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 [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.
Customer’s order was scheduled to arrive on May 2[redacted], 2016 and return on May [redacted], 2016. Customer’s order did not arrive back to RTR until June [redacted], 2016, making it a late return. Customer stated that order was placed in the mail on May [redacted], however, orders need to be returned via...
[redacted]. [redacted] returns will delay the order’s arrival to RTR, resulting in late fees. As a courtesy, Collections Department waived the remaining late fee balance of $100.00 plus tax. Return and late fee policy is listed on RTR’s Terms of Service which customer agreed to at checkout: 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 customersand 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.
The customer placed an order with Rent The Runway for a 4 day rental from December [redacted] - December [redacted] order #[redacted]. The customer was charged 64.80 to her [redacted] Card. The customers return date for the rental, was December [redacted] 2015. Rent the Runway relies on customers to send their...
merchandise back by the end of their rental period, these are time sensitive rentals and mostly likely need to be sent out to another customer within a small time period. The customer states that Fed Ex was the shipping company we use, unfortunately the shipping label we offered to the customer was [redacted]. UPS did not receive the package until 12/**/2015, two days past the due date of the customers rental. This resulted in a $54.00 dollar late fee. On Monday January [redacted] 2016 3:20 PM the customer e-mailed in about an e-mail she received from Rent The Runway stating there was a charge made to the credit card on file for a $54.00 late fee, a collections team member answered the customer at 4:44 PM on January [redacted] 2016. The collections e-mail states: Thank you for getting back to us. Your order needed to be scanned in by 12/**, but wasn't postmarked until 12/**, making the order two days late.If you believe this is an error, please reply with the following information:1. Drop off date and approximate time2. Exact address of drop off location3. Drop off method (ex. drop box, store, third party)From there, we would be happy to look further into this matter and resolve it as soon as possible. If you have any questions or concerns, let me know and I would be more than happy to help.Fashionably Yours,Rent the Runway CollectionsAfter this e-mail we have had no further communication with the customer, Collections offered to do an investigation involving this issue,we did not receive any further information. This case has been marked as resolved and the final solution has been negotiated. For reference, the sections pertaining to rental policies and returns is below:In the terms of services, Rent the Runway outlines:COLLECTIONS. If you do not pay the amounts you owe to RTR when due, then RTR will need to institute collection procedures. You agree to pay RTR’s costs of collection, including without limitation reasonable attorneys' fees.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).LOST RETURN PACKAGING. If 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 number. Also, if you lose or fail to return the RTR carrying case you will be charged $50. If you still possess the RTR carrying case, it 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).
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[redacted] RTR Response Customer’s original backup size could not be delivered as it was returned late/damaged by the previous renter. The customer was contacted to select a replacement style, however, the replacement did not arrive as scheduled due to courier delays. On 5/*/2017 the customer contacted Customer Experience and was offered additional replacements to be delivered the following day. When the customer declined this offer, she was issued a refund for the full amount of the order and has since been issued a promotion code for 50% off her next Rent the Runway order. This case has been resolved. [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]
The customer placed an order with Rent the Runway on October [redacted], 2015, for the “Noir Timeless Love Gown”in two sizes, which totaled $97.93 to the credit card on file. The customer placed her rental to arrive on 11/**/2015 with a return date of 12/**/2015. Upon checkout, the customer agreed to Rent...
the Runway’s Terms and Services which explains the company’s cancellation policy.On November [redacted], 2015 at 1:49 PM the customer adjusted the rental period to start on 12/*/2015. The customer then contacted Rent the Runway via phone at 1:54 PM to request a cancellation for a refund to her credit card because she was cancelling more than 30 days in advance of her rental start date. The call was escalated to a manager and as a courtesy was refunded in full $97.93 to the credit card on file.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 November [redacted] at 1:49 PM, the customer used the Self-Service Feature on the Rent the Runway website to adjust her rental period from November [redacted] to December [redacted]. On November [redacted], at 1:54 PM the customer called Rent the Runway and spoke to an associate about cancelling her order for a refund to the Credit Card. The associate informed the customer her order had just been adjusted and the original rental start date was within 30 days so the cancellation would be for a merchandise credit to the customer’s Rent the Runway account. The call was escalated to a senior manager, who reiterated the cancellation policy. The customer cursed at the manager and demanded executives’ contact information. At 2:40 PM, on November [redacted], another senior manager from Rent the Runway called the customer back. The customer continued to use profanities. The manager issued the refund as a one time courtesy to the credit card on file in the amount of $97.93.At 8:48 PM, on November [redacted], the customer emailed Rent the Runway stating a refund for the cancellation should not have been an issue, the refund should post to the bank account in 3 business days, and that a claim had been filed with the bank and with the Revdex.com.At 11:06 PM, on November [redacted], a Rent the Runway representative responded to the email, stating the refund had been issued, and as a courtesy as the cancellation was within 30 days of the original rental start date. On November [redacted], at 5:49 the customer responded stating that she was within the terms of our cancellation policy because “ delivery date isn't specified as to whether it's the original or not.This case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the cancellation 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 Cancellation Policy which states the following: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.
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. HOWEVER, this company's communication with the customer is TERRIBLE. I am only accepting this matter as resolved because my money was finally refunded. But the point that is being ignored by them is that I was told by the representative that they would communicate to Collections to not place a hold on my account because THEIR company messed up and didn't send the return label. They also sent two dresses to me missing the belt that was supposed to come with it.
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 still unsatisfactory to me. I was misled by the salesperson at the time of the rental if this is their policy. However, I'm tired of dealing with them and definitely won't be using their services again. Please consider the matter has been resolved.
Sincerely,
[redacted]
The customer placed an order with Rent the Runway to sign up for the Unlimited Membership on March [redacted], 2015. This order placed the customer on the waitlist for the Unlimited Membership, and charged her $0. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which outlines the...
billing process of the Unlimited Membership. The customer was accepted into the Unlimited Membership on March [redacted], 2015 and charged $49. At the time the customer joined the service, as outlined in the Unlimited FAQs and in the messaging on site, the Unlimited Membership was $49 plus tax for the first month of the service, and $99 plus tax for every month thereafter. At this time, the Unlimited Membership is $99 for each month, and Rent the Runway no longer offers the first month of the service at $49. The messaging on site states the current price of $99 per month for the Unlimited Membership.Below is a detailed outline of the events and the conclusion of this interaction:On March [redacted], the customer received her first Unlimited shipment for three dresses. On April [redacted], the customer was charged the second month fee for the Unlimited Membership, $99 plus 9% tax equalling $107.91. The customer emailed Rent the Runway customer service requesting to cancel the Unlimited Membership. A customer service representative responded to that email on April [redacted], canceling the customer’s Unlimited Membership. Rent the Runway received the three items back from the customer’s Unlimited Membership on April [redacted], 2015.On April [redacted], the customer called Rent the Runway customer service, asking for details of the Unlimited Membership and the price changes. The customer service representative explained to the customer about the Unlimited charges, and all of the benefits of the Membership program. The customer was satisfied with the explanation and thanked the customer service representative for her information.On April [redacted], the customer called Rent the Runway customer service, asking once again for an explanation of the Unlimited Membership details. The customer requested a full refund of the second month charge that was processed on April [redacted]. The customer service representative made a courtesy for the customer and refunded the credit card $107.91 for the second month of the Unlimited Membership because the customer was no longer a member of the service. The customer was satisfied with the conversation and thanked the customer service representative for all of her help.On April [redacted] the customer emailed Rent the Runway customer service asking for an explanation of the Unlimited prices, and requested to receive the service for $49 a month again. The customer service representative responded to that email outlining the terms of the Unlimited Membership, and that the price is $49 for the first month, and $99 for every month after. The customer then responded stating she was reaching out to Revdex.com to report the interactions with Rent the Runway.The customer has now been educated on the terms of the Unlimited Membership four times throughout multiple interactions with the Rent the Runway customer service team, and this case has been marked as resolved and the final solution has been negotiated.In the terms and services, Rent the Runway outlines:“Changes to and Termination of Unlimited. As 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 discretion. If 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 Terms. However, 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 law. If 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 period. Prior 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.”
RTR RESPONSE:Customer became an RTR PRO member on 7/**/16, which is a membership for $29.95 that automatically renews each year. It provides customers with free standard shipping and insurance on classic rentals. RTR launched a new feature for PRO members to receive 15% off discounts on...
classic rental orders. This launched to a percentage of customers on 7/**/16. An email was sent out to customers on 10/**/2016 regarding the change made to remove this feature due to customer feedback. Customer reached out to RTR via chat on 01/**/17 to inquire why customer was not being offered 15% off an order about to be placed. Customer was informed via chat that RTR no longer offers this discount perk for PRO members. Customer was unsatisfied with this change via chat and requested to cancel PRO membership renewal. Customer’s membership will remain active until 7/**/2017, but customer’s membership will not auto-renew nor bill customer on this date.RTR provided customer with a promotion code for 15% off a future order as an exception. Customer was intending on using 15% off code towards a clearance item, but promotion codes are not valid on clearance items. Customer was told via chat that clearance items do not apply with any promotion codes. Customer would not have been offered 15% off on a clearance item even if the PRO membership still offered this feature, as 15% off only applied to classic rental orders.Customer had placed three orders after the change was made on 10/**/16. Customer did not receive 15% off for these three orders, so customer was aware that RTR was no longer offering this perk to members. Customer’s PRO membership renewal has been cancelled as requested, and customer has been provided with a 15% off promotion code to use towards a future rental with RTR.This case has been resolved.
At this time, I have been contacted directly by Rent the Runway, Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:
I was still charged $109, more than I thought was fair considering the circumstances. A friend of...
mine, [redacted], also accidentally put a dress into the [redacted] box and Rent the Runway refunded her 100%! It is not fair to treat some customers one way and the rest another.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
RTR Response As of 5/**/2017 we have not yet heard back from the customer regarding additional information provided by [redacted], or the status of the items. In the interim, we have continued to halt the accruing late fees while the customer works with us to resolve this matter. Once the matter has been resolved and the items returned to RTR, we are happy to further discuss reimbursement for the late fees charged. However, as the items have not been received and are interrupting the rentals of other customers, we are unable to process the customer’s request at this time.
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]