RTR RESPONSECustomer placed Order # [redacted] on 8/**/2017 for a gown from our seasonal clearance sale. Per our Terms of Service regarding clearance purchases , “PRODUCTS ARE USED; ALL SALES ARE FINAL AND “AS IS.” You acknowledge and agree that only those Products designated by us on the Site or App...
as available for purchase are eligible for purchase by you. EXCEPT FOR INTIMATES, SHAPEWEAR AND BEAUTY PRODUCTS, THE PRODUCTS FOR SALE HAVE BEEN PREVIOUSLY RENTED BY OTHER CUSTOMERS AND ARE NOT NEW. RTR will professionally clean and inspect the Products before they are delivered to you. However, all Products are sold on an “as is” basis, without any warranty whatsoever, and all Product sales are final.”Customer contacted RTR on 8/**/2017 stating that the zipper of the gown was broken and was subsequently informed of the final sale policy by Customer Service. On 8/**/2017 the customer was contacted by management and offered a reimbursement of up to $20 for any repairs made to the gown with proof of receipt, in addition to a 15% off refund for the inconvenience. When the customer was not pleased with the offered solution, our Customer Experience provided the option of sending out a replacement item upon receipt of the gown in question. At this time, we have not yet heard back from the customer. This case has been resolved.
[redacted]
[redacted] [redacted] [redacted] [redacted]
RTR Response The customer placed order #[redacted] on 4/**/2017 including two dresses for delivery on 4/**/2017. She selected a 4-day rental period which ended on 4/**/2017. Per our Rental Agreement, customers are to return all orders on the last day of their selected rental period, via [redacted] store or drop box. On 4/**/2017 the customer received a reminder email instructing her to return her items to a valid [redacted] store or drop box. In accordance with our Rental Agreement, the customer was charged a $50 late fee on 4/**/2017 and contacted via email instructing her to return the items to avoid affecting the rental of another customer. RTR policy regarding returns: RETURN OF THE PRODUCTS; EXTENSIONS. You agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your order. You may extend your order for a Product on the Site, App or by phone to RTR; provided that any extensions are subject to other orders for that Product and to pre-payment of the additional Rental Fee applicable to that Product for the period of time of the extension. You must return the Product by delivering the Product in the Return Packaging to a [redacted] store located in the United States by 12 p.m. on or before the date that the Product is due. We are not responsible for any personal or other items left in the Products or which are returned to RTR in the Return Packaging. If you believe you have accidentally or otherwise sent us any such items, please contact customer service as soon as possible at [email protected]. Our staff may assist in attempting to locate such items at a customer’s request, but are not obligated to and assume no liability for doing so.RTR Late Fee Policy:a. 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 Rent the Runway 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 Rent the Runway will charge Your payment card the maximum late fee set forth above, less any late fees that You have already paid, plus applicable sales tax.When the customer’s pre-paid return label still had not been scanned in on 5/*/2017, the customer was charged $200 in late fees and emailed again to return the order. On 5/*/2017 the customer contacted RTR providing a return address and expressing that the return had been made on 4/**/2017. Upon further investigation, the provided return information was that of a [redacted] dropbox; not [redacted], causing the delay. On 5/*/2017 the customer was provided with instructions to retrieve the package from [redacted] and have the order shipped back to RTR correctly. The customer’s account has also been noted to halt accruing late fees while she works to resolve the matter. RTR is awaiting more information from the customer regarding the status of this package.
he customer placed an order with Rent the Runway on December *, 2015 for one dress, totaling $92.11 charged to her credit card and $56.24 taken out of her Rent the Runway account in merchandise credits. The customer placed the order to arrive on 12/**/2015 with a return date of 12/**/2015. Upon...
checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. The customer contacted Rent the Runway on 12/**/2015 to adjust her reservation to add one dress. Rent the Runway offers the second product or less expensive product in a rental at a reduced rate of $32.50, plus tax, for a 4-day rental and $52, plus tax, for an 8-day rental. A technical error prevented a Rent the Runway customer service representative from adding the dress to the existing reservation. With the customer’s permission, the representative cancelled the existing reservation and placed a new reservation to include both products that the customer requested. At this time, the customer service representative waived the standard cancellation fee of $9.95 and provided a full refund to the customer’s credit card on file, $148.35. A new order was place for which the customer was charged $230.50 for two dresses. One dress was later removed at the customer’s request and the customer was refunded in the amount of $39.75. On 12/**/2015 the customer was further refunded in the amount of $80.14. The remaining charge was $110.61. Below is a detailed outline of the events and the conclusion of this interaction:On December [redacted], the customer placed an order on the Rent the Runway website for the Antonia Gown in size 4L and paid $92.11, using her credit card, and $56.24, using Rent the Runway merchandise credits in her account. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. On December [redacted], the customer called Rent the Runway to adjust her reservation. A Rent the Runway customer service representative encountered technical issues on the Rent the Runway internal site when she attempted to modify the reservation. With the customer’s permission, she cancelled the reservation, waiving the $9.95 late fee. The customer automatically received a full refund to the credit card on the file in the amount of $148.35. The customer service representative then placed a new order, on the customer’s behalf, for the Marsala Be Still Dress in size small, charging the customer’s credit card on file in the amount of $58.25. The representative then added the Antonia Gown in size 4L, charging the credit card on file in the amount of $172.25. The customer service representative then immediately processed a refund to the credit card on file in the amount of $39.75, leaving a total charge of $190.75. This is less than the correct charge of $209.35 to rent the Antonia Gown, $165 rental plus a 6% sales with a total of $174.90, and the Marsala Be Still Dress at the reduced rate of $32.50 plus a 6% sales tax with a total of $34.45. The promotion code that the customer requested was applied to the reservation to reduce the rate. On December [redacted], the customer called Rent the Runway. A Rent the Runway customer service representative removed the Marsala Be Still Dress and processed a refund to the credit card on file in the amount of $80.14, leaving a remaining charge of $110.61 for the Antonia Gown. The correct charge for this dress is $174.90. The customer received a discount in the amount of $64.29 for this order. This case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the reduced rate backup product or dress 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 backup products policy which states the following:Backup Products. If You order a Product hereunder, You may also order a backup Product (at the same or lower price tier as the first Product) (a "Backup Product") for a reduced rate, as set forth on our Website, for the same time period that You order the first Product; provided that the sizing guarantees and credits under Section 3(b)(1) shall not apply. Any Backup Products must be returned together with the Product with which it was ordered. The terms and conditions of this Agreement also apply to any Backup Products. We may discontinue the availability of Backup Products at any time.
Customer placed order to arrive on June 16th, 2016 and return on June [redacted], 2016. Customer agreed to RTR’s Terms of Service at checkout which outlines Late Fee and Return Policy. Customer received notice from RTR Collections Department regarding late fees on 6/**/16. Customer...
responded and stated the dropbox location used to make return. Return tracking never updated in [redacted]’ system, making this order untrackable. Customer was advised to follow up with [redacted] and dropbox location. Customer was informed that after 20 days of no return, it will be considered unreturned/lost and customer will be responsible for the charge. Customer was provided the correct order number and [redacted] tracking number for records. Order did not arrive back to RTR. Customer was charged $489.96, this case has been resolved. Late Fees: If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax. PAYMENT OF 200% RENTAL VALUE RTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costs. If you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kind. For the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I went to use my promo code 12/**/2016 & couldn't although it was NOT expired. I spent 3 days in an email exchange with Michele about my free rental + accessory promised by Janna in May 2015 after the first time RTR deactivated my promo code. I was offered a merchandise credit that I feel is insignificant. This required me to create a new RTR account (first account is too mature) & I was asked to provide credit card info. I wouldn't. The RTR system won't allow them to reactivate my promo code or add a merchandise credit without a credit card on file. There was no price limitation for my promo code. RTR offered a merchandise credit that wouldn't even cover the rental fee for the dress I wanted for NYE (unavailable by then). I bought a dress since we were leaving town. Rachel from RTR called before vacation & promised to get it worked out with a "dummy" credit card. I got a few random order confirmation emails for items I didn't rent with the wrong address to get the merchandise credit processed. I may never even use it. I have PTSD dealing with RTR.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]RTR Response:Customer placed order #[redacted] for the “Black Halter Sheath” in two sizes on August [redacted], 2016. Order was placed to arrive on September [redacted] and return on September [redacted], 2016. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return and late fee policy.On October [redacted], 2016 at 5:31pm, Customer started a live chat with Customer Experience agent regarding being charged late fees for this order. Customer was informed to reach out to Collections Department as Customer Experience does not have authority over late fees. Customer contacted Collections via email on October [redacted], 2016 at 5:34pm. Customer stated that order did not fit, so it was returned early on September [redacted], 2016, via [redacted] office - [redacted]. Customer did not have proof of receipt of this return. Customer then contacted local [redacted] store, which informed customer that the tracking number [redacted] initially associated with her return may have been mis-scanned with this tracking number: [redacted] . This tracking number could not be proven by [redacted] nor the customer that this was the same package/return. Collections reached out to [redacted] corporate office as well as the [redacted] store located where the customer made the return, and they were not able to correlate both tracking numbers. Second tracking number is associated with a customer from another town in North Carolina, not the area the customer returned from. Merchandise never arrived back to RTR. Customer was charged 200% of the retail value for the items that were never returned. Fees cannot be reversed at this time.Below is an outline of the Late Fee Policy as stated in RTR’s terms of service: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).
RTR RESPONSE: Customer emailed RTR’s Collection department on 11/**/2016 because customer’s items were stolen from her car. Customer had agreed to Terms of Service regarding policy for stolen items. Customer was told by Collections that customer would be charged the initial retail value...
at 70%. RTR Unlimited FAQ regarding lost or stolen item:WHAT HAPPENS IF I LOSE OR DAMAGE AN ITEM?Your monthly fee includes insurance for minor mishaps and general wear and tear. Significant damage, lost items and theft are not covered. In those cases, you’ll be charged 70% of the retail price of the items.RTR cannot change policy, customer is responsible to pay for the stolen items.
customer placed order #[redacted] on 10/**/16 including two dresses for delivery on 10/**/16. She selected a 4-day rental period which ended on 10/**/16. Per our Terms of Service, customers are to return all orders on the last day of their selected rental period, via [redacted] store or drop box. On 10/**/16 and 10/**/16 the customer received a reminder email instructing her to return her items to a valid [redacted] store or drop box. In accordance with our Terms of Service, the customer was charged a $250 in late fees on 11/*/16 and emailed regarding the charge. RTR did not receive a response from the customer, and her order was returned to [redacted] on 11/**/16, over 20 days after the rental ended. The customer placed order # [redacted] on 04/**/17 including two dresses for delivery on 5/*/17. She selected a 4-day rental period which ended on 5/*/17. In accordance with our Terms of Service, customers are to return all orders on the last day of their selected rental period, via [redacted] store or drop box. On 5/*/** and 5/*/2017 the customer received a reminder email instructing her to return her items to a valid [redacted] store or drop box. In accordance with our Terms of Service, the customer was charged a $50 late fee on 5/**/17 and emailed regarding the charge, when we did not receive a response the customer was charged again on 5/**/17 in the amount of $250. The customer contacted RTR on 5/**/17 and the order was scanned into UPS’ system on 5/**/17, 10 days after the rental ended. RTR policy regarding returns: [redacted] On 5/**/17 the customer spoke with the Collections department manager stating that she assumed the late fees to be $50 versus $50 per day. During the conversation the customer expressed that while she had received the reminder emails including information regarding the late fee policy, she did not receive emails regarding the individual charges. Upon further review, it was discovered that the customer opted out of non-transactional emails in April 2017 and possibly did not receive the correspondence regarding the specific charges. However, the reminder emails were received and read. RTR has waived a total of $3,431.31 in late fees from the customer’s account and will not be issuing a refund for the amount charged at this time. This case has been resolved.
Customer was given a full refund for late fees on 6/**/16. Customer had cancelled card associated with refund, so Collections Department advised customer to contact bank to have the funds transferred to customer’s updated card. This case has been resolved.
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. As of 9/**/16 today I received an email from RTR that I would get a full refund. I accept...
this resolution, however this was reached after I had to post on [redacted] and filed a Revdex.com compliant. I don't know if it's within Revdex.com jurisdiction but RTR policies are predatory and should change. I am happy to provide all documentation that is relevant, as I am being truthful and accurate.
Sincerely,
[redacted]
Customer placed order [redacted] to arrive on May [redacted], 2016 and return on May [redacted], 2016. Customer agreed to RTR’s Terms of Service at checkout, which outline RTR’s Return Policy and Late Fee Policy. Customer reached out to Collections on June [redacted], 2016 regarding late fee of $159.38 charged for late return. Customer stated that return was made to [redacted] instead of [redacted] as instructed by RTR (email reminders, shipping label, invoice, terms of service). Collections Team responded on June [redacted], 2016 to confirm that since the return was not made with the correct carrier, [redacted], customer is liable for all fees. Collections waived the $500.00 worth of late fees that had accrued and only charged $159.38. Customer was informed that late fee policy is strictly enforced because it affects another customer’s order when an item is not returned on time. Customer was given a $50.00 refund as a courtesy. This case has been resolved. Late fee policy and Return Policy outlined on RTR: 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. 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] *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.
[redacted]RTR Response:The customer placed an order with Rent the Runway on...
October [redacted], 2016, for the “Stella Knit Dress ”in two sizes, which totaled $110.59 to the credit card on file. The customer placed her rental to arrive on 10/**/2016 with a return date of 10/**/2016. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return and exchange policy.Customer’s order arrived early, and customer called Customer Experience to request a size exchange on 10/**/2016. Customer was informed via voicemail that the replacement was not available as an 8-day rental. It was booked as a 4-day rental (October [redacted] through October [redacted]). Customer sent back original dresses on 10/**/2016 and they were received by fulfillment center on 10/**/2016 and received replacement dress on time as scheduled. Customer emailed Collections Department on 10/** regarding being charged $270.00 in late fees due to the replacement dress not having a return scan on 10/**/2016. Customer was informed by Collections that Customer Experience reached out via voicemail to confirm the replacement sent as a 4-day rental. Customer did not return this item on time.This case has been marked resolved and the final solution has been negotiated.Below is an outline of Rent the Runway’s late fee policy stated in Terms of Service:RETURN OF THE PRODUCTS; EXTENSIONS. You agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your order. You may extend your order for a Product on the Site, App or by phone to RTR; provided that any extensions are subject to other orders for that Product and to pre-payment of the additional Rental Fee applicable to that Product for the period of time of the extension. You must return the Product by delivering the Product in the Return Packaging to a [redacted] store located in the United States by 12 p.m. on or before the date that the Product is due.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.
On January [redacted], 2015, the customer placed an order with Rent the Runway for two dresses, totaling $59.76. Upon checkout, the customer agreed to Rent the Runway’s “Terms and Services” which states the following:You agree to treat the Products with great care, as if it was borrowed from your close...
friend. You are responsible for loss, destruction or damage to the Products due to theft, mysterious disappearance, fire, major stains or any other cause, other than normal wear and tear. Normal wear and tear encompasses minor stains, rips, missing beads, stuck zippers or other minor damage covered by the insurance you paid for with your rental of the applicable Product. If you return a Product that is damaged beyond normal wear and tear, then you agree that we shall charge you, and you shall pay, for the price for repairing or replacing the Product, as determined in our discretion, up to the Retail Value for the Product.Rent the Runway also states the following in the FAQ section of the website:“We understand that some wear and tear may be inevitable. The $5 insurance fee covers minor stains and damage, but significant damage and theft is not covered under insurance.”The customer received both of her dresses on time, and returned them back to Rent the Runway on the correct date, February [redacted], 2015. Upon return of the item, Rent the Runway found that one of the dresses had an irreparable rip. The dress that had the damage was the size 10 of the “Icing On The Cake Dress.” This dress retails for $1,295. Rent the Runway was unable to rent out this dress again, because of the damage.On February [redacted], 2015, Rent the Runway emailed the customer photos of the damaged and stated the following:[redacted]
[redacted]
[redacted]
[redacted]The customer never responded to this email.On February [redacted], 2015, the customer was charged $1,295.00 to her credit card on file. On April [redacted], 2015, the customer emailed Rent the Runway at 9:05pm EST. Rent the Runway did not respond to this email, since the customer then proceeded to use Rent the Runway’s online chat feature to speak with a customer service representative. The representative let the customer know that she needed to email [redacted] because it is a separate department. This conversation ended at 9:33pm EST, with the customer stating that she would email [redacted].The collections team at Rent the Runway never received this email.Rent the Runway considers this matter resolved since the customer damaged the dress beyond repair, and has paid for the dress.
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[redacted] RTR RESPONSE:Customer was given promotion code, [redacted], on 12/**/2012 to use towards a dress of any price and one accessory (excluding [redacted]) due to...
negative RTR experience.Customer emailed on 4/**/2015 regarding this code and was told that this code had been removed from our system and could not be duplicated. Customer was then given a promotion code for a free rental up to $250.00: [redacted] Customer emailed RTR on 12/**/2016 regarding original [redacted], and was told that this code was given in 2012 and is no longer valid in our system. Customer was then offered $250.00 in merchandise credit to compensate code that was never used. Customer continued to email that this offer was unacceptable. RTR does not offer these promotional codes anymore, so there is no way to reissue the original code given. On 12/**/2016, customer was told that since her original account would not allow RTR to manually add credits due to the fact that it was created many years ago and our system has been updated. Customer was offered the option to create a new account and we can manually add in $500.00 in merchandise credit to the new account. Customer was alternatively offered to place an order and we would refund it, making it a limit-free order.Customer was presented all available solutions by RTR.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I'm not refuting the policy that customers pay 70% of the retail value. My complaint is regarding the dishonest application of the "retail value". They are INFLATING the "retail value" in order to get me to pay more. The "retail value" is more than than what a normal, not corporate customer would pay at FULL PRICE.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The customer placed an order with Rent the Runway on July [redacted], 2015 for one dress and one clutch, totaling $30.24 charged to her credit card and $113.40 taken out of her Rent the Runway merchandise credits. The customer placed the order to arrive on 7/**/2015 with a return date of 7/**/2015. Upon...
checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. As of 08/**/2015, it was confirmed that the customer had not returned the clutch back to Rent the Runway, resulting in the late fee charges of $340 to the credit card on file. After communication with the customer and a Rent the Runway internal investigation on the package, on 9/*/2015, Rent the Runway has refunded the customer the $340 of late fee charges as a courtesy. This case has been marked as resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On August [redacted], Rent the Runway collections department noted the return scan on the customer’s order [redacted], and concluded that the Silver Lattice clutch 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 $340 to the credit card on file.On September [redacted], the customer called Rent the Runway customer service, stating that the clutch was returned on time on July [redacted], making the customer’s return within the valid time frame to not receive late fees. The customer service representative stated that the collections department handles all late fee inquiries and that she would email the collections department with the customer’s case and information. On September [redacted], the customer service representative emailed the collections department on behalf of the customer.On September [redacted], the customer called Rent the Runway customer service once again, stating she had not received a response from the collections department about the late fee inquiry. The customer service representative apologized, and stated that a Rent the Runway promotion code would be sent to the customer via email for the inconvenience of the delay. On that same day, the customer service representative emailed the customer with that promotion code.On September [redacted], the collections department emailed the customer asking for details of the return of the items to further investigate the package, and the late fees. The customer responded back with details of the return, and requested a refund of the $340 late fees that had been incurred.On September [redacted], the collections department responded to the customer stating that the internal investigation had been finalized, and the customer would be refunded the late fees on file. At 7:30pm on 9/*/2015, the customer was refunded the late fee of $340 and all negotiations have been finalized. The customer thanked the collections department for the refund.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]
[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.
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[redacted]RTR Response:The customer placed an order with Rent the Runway on July **, 2016, for the “Jet Black Dress” in two sizes (6 and 8), which totaled $55.03 to the credit card on file. The customer placed her rental to arrive on 10/**/2016 with a return date of 10/**/2016. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return policy.On November [redacted], 2015 at 10:18am. the customer was notified that the Jet Black Dress in size 8 was no longer available due to being returned late or in poor condition. The customer then responded with replacement options, and the Pave Trim Dress was added in size 8 as a replacement. The customer was notified again regarding the size 6 becoming unavailable due to the same circumstance, so the customer responded with her replacement choices. Total of 5 dresses were sent to the customer. Customer emailed Customer Experience team again on 10/**/2016 to inform that the return was made to a dropbox location that would not be picked up until that Monday. 10/**/2016. Our Terms of Service allow customers to make returns the following business day if their rental ends on a Sunday or [redacted] holiday. Customer emailed our Collections team on 10/**/2016 referencing this order. Customer was concerned about [redacted] not picking up the package from the dropbox location and therefore not being scanned in. Collections responded and an investigation was launched. Investigations with [redacted] take up to 4-8 business days. Customer was informed of this but continued to contact Collections asking for an answer regarding the whereabouts of the dresses. Customer has not been charged for the dresses not yet being returned and many notes have been left on the account regarding the investigation and fees. Investigation is still open with Collections and the customer will be notified when the investigation closes....
RTR RESPONSECustomer placed Order # [redacted] on 8/**/2017 for a gown from our seasonal clearance sale. Per our Terms of Service regarding clearance purchases , “PRODUCTS ARE USED; ALL SALES ARE FINAL AND “AS IS.” You acknowledge and agree that only those Products designated by us on the Site or App...
as available for purchase are eligible for purchase by you. EXCEPT FOR INTIMATES, SHAPEWEAR AND BEAUTY PRODUCTS, THE PRODUCTS FOR SALE HAVE BEEN PREVIOUSLY RENTED BY OTHER CUSTOMERS AND ARE NOT NEW. RTR will professionally clean and inspect the Products before they are delivered to you. However, all Products are sold on an “as is” basis, without any warranty whatsoever, and all Product sales are final.”Customer contacted RTR on 8/**/2017 stating that the zipper of the gown was broken and was subsequently informed of the final sale policy by Customer Service. On 8/**/2017 the customer was contacted by management and offered a reimbursement of up to $20 for any repairs made to the gown with proof of receipt, in addition to a 15% off refund for the inconvenience. When the customer was not pleased with the offered solution, our Customer Experience provided the option of sending out a replacement item upon receipt of the gown in question. At this time, we have not yet heard back from the customer. This case has been resolved.
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RTR Response The customer placed order #[redacted] on 4/**/2017 including two dresses for delivery on 4/**/2017. She selected a 4-day rental period which ended on 4/**/2017. Per our Rental Agreement, customers are to return all orders on the last day of their selected rental period, via [redacted] store or drop box. On 4/**/2017 the customer received a reminder email instructing her to return her items to a valid [redacted] store or drop box. In accordance with our Rental Agreement, the customer was charged a $50 late fee on 4/**/2017 and contacted via email instructing her to return the items to avoid affecting the rental of another customer. RTR policy regarding returns: RETURN OF THE PRODUCTS; EXTENSIONS. You agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your order. You may extend your order for a Product on the Site, App or by phone to RTR; provided that any extensions are subject to other orders for that Product and to pre-payment of the additional Rental Fee applicable to that Product for the period of time of the extension. You must return the Product by delivering the Product in the Return Packaging to a [redacted] store located in the United States by 12 p.m. on or before the date that the Product is due. We are not responsible for any personal or other items left in the Products or which are returned to RTR in the Return Packaging. If you believe you have accidentally or otherwise sent us any such items, please contact customer service as soon as possible at [email protected]. Our staff may assist in attempting to locate such items at a customer’s request, but are not obligated to and assume no liability for doing so.RTR Late Fee Policy:a. 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 Rent the Runway 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 Rent the Runway will charge Your payment card the maximum late fee set forth above, less any late fees that You have already paid, plus applicable sales tax.When the customer’s pre-paid return label still had not been scanned in on 5/*/2017, the customer was charged $200 in late fees and emailed again to return the order. On 5/*/2017 the customer contacted RTR providing a return address and expressing that the return had been made on 4/**/2017. Upon further investigation, the provided return information was that of a [redacted] dropbox; not [redacted], causing the delay. On 5/*/2017 the customer was provided with instructions to retrieve the package from [redacted] and have the order shipped back to RTR correctly. The customer’s account has also been noted to halt accruing late fees while she works to resolve the matter. RTR is awaiting more information from the customer regarding the status of this package.
Revdex.com:At this time, I have not been contacted by Rent the Runway, Inc. regarding complaint ID [redacted].Sincerely,[redacted]
he customer placed an order with Rent the Runway on December *, 2015 for one dress, totaling $92.11 charged to her credit card and $56.24 taken out of her Rent the Runway account in merchandise credits. The customer placed the order to arrive on 12/**/2015 with a return date of 12/**/2015. Upon...
checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. The customer contacted Rent the Runway on 12/**/2015 to adjust her reservation to add one dress. Rent the Runway offers the second product or less expensive product in a rental at a reduced rate of $32.50, plus tax, for a 4-day rental and $52, plus tax, for an 8-day rental. A technical error prevented a Rent the Runway customer service representative from adding the dress to the existing reservation. With the customer’s permission, the representative cancelled the existing reservation and placed a new reservation to include both products that the customer requested. At this time, the customer service representative waived the standard cancellation fee of $9.95 and provided a full refund to the customer’s credit card on file, $148.35. A new order was place for which the customer was charged $230.50 for two dresses. One dress was later removed at the customer’s request and the customer was refunded in the amount of $39.75. On 12/**/2015 the customer was further refunded in the amount of $80.14. The remaining charge was $110.61. Below is a detailed outline of the events and the conclusion of this interaction:On December [redacted], the customer placed an order on the Rent the Runway website for the Antonia Gown in size 4L and paid $92.11, using her credit card, and $56.24, using Rent the Runway merchandise credits in her account. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. On December [redacted], the customer called Rent the Runway to adjust her reservation. A Rent the Runway customer service representative encountered technical issues on the Rent the Runway internal site when she attempted to modify the reservation. With the customer’s permission, she cancelled the reservation, waiving the $9.95 late fee. The customer automatically received a full refund to the credit card on the file in the amount of $148.35. The customer service representative then placed a new order, on the customer’s behalf, for the Marsala Be Still Dress in size small, charging the customer’s credit card on file in the amount of $58.25. The representative then added the Antonia Gown in size 4L, charging the credit card on file in the amount of $172.25. The customer service representative then immediately processed a refund to the credit card on file in the amount of $39.75, leaving a total charge of $190.75. This is less than the correct charge of $209.35 to rent the Antonia Gown, $165 rental plus a 6% sales with a total of $174.90, and the Marsala Be Still Dress at the reduced rate of $32.50 plus a 6% sales tax with a total of $34.45. The promotion code that the customer requested was applied to the reservation to reduce the rate. On December [redacted], the customer called Rent the Runway. A Rent the Runway customer service representative removed the Marsala Be Still Dress and processed a refund to the credit card on file in the amount of $80.14, leaving a remaining charge of $110.61 for the Antonia Gown. The correct charge for this dress is $174.90. The customer received a discount in the amount of $64.29 for this order. This case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the reduced rate backup product or dress 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 backup products policy which states the following:Backup Products. If You order a Product hereunder, You may also order a backup Product (at the same or lower price tier as the first Product) (a "Backup Product") for a reduced rate, as set forth on our Website, for the same time period that You order the first Product; provided that the sizing guarantees and credits under Section 3(b)(1) shall not apply. Any Backup Products must be returned together with the Product with which it was ordered. The terms and conditions of this Agreement also apply to any Backup Products. We may discontinue the availability of Backup Products at any time.
Customer has been fully refunded for late fees. Case has been resolved.
Customer placed order to arrive on June 16th, 2016 and return on June [redacted], 2016. Customer agreed to RTR’s Terms of Service at checkout which outlines Late Fee and Return Policy. Customer received notice from RTR Collections Department regarding late fees on 6/**/16. Customer...
responded and stated the dropbox location used to make return. Return tracking never updated in [redacted]’ system, making this order untrackable. Customer was advised to follow up with [redacted] and dropbox location. Customer was informed that after 20 days of no return, it will be considered unreturned/lost and customer will be responsible for the charge. Customer was provided the correct order number and [redacted] tracking number for records. Order did not arrive back to RTR. Customer was charged $489.96, this case has been resolved. Late Fees: If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax. PAYMENT OF 200% RENTAL VALUE RTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costs. If you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kind. For the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I went to use my promo code 12/**/2016 & couldn't although it was NOT expired. I spent 3 days in an email exchange with Michele about my free rental + accessory promised by Janna in May 2015 after the first time RTR deactivated my promo code. I was offered a merchandise credit that I feel is insignificant. This required me to create a new RTR account (first account is too mature) & I was asked to provide credit card info. I wouldn't. The RTR system won't allow them to reactivate my promo code or add a merchandise credit without a credit card on file. There was no price limitation for my promo code. RTR offered a merchandise credit that wouldn't even cover the rental fee for the dress I wanted for NYE (unavailable by then). I bought a dress since we were leaving town. Rachel from RTR called before vacation & promised to get it worked out with a "dummy" credit card. I got a few random order confirmation emails for items I didn't rent with the wrong address to get the merchandise credit processed. I may never even use it. I have PTSD dealing with RTR.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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[redacted]RTR Response:Customer placed order #[redacted] for the “Black Halter Sheath” in two sizes on August [redacted], 2016. Order was placed to arrive on September [redacted] and return on September [redacted], 2016. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return and late fee policy.On October [redacted], 2016 at 5:31pm, Customer started a live chat with Customer Experience agent regarding being charged late fees for this order. Customer was informed to reach out to Collections Department as Customer Experience does not have authority over late fees. Customer contacted Collections via email on October [redacted], 2016 at 5:34pm. Customer stated that order did not fit, so it was returned early on September [redacted], 2016, via [redacted] office - [redacted]. Customer did not have proof of receipt of this return. Customer then contacted local [redacted] store, which informed customer that the tracking number [redacted] initially associated with her return may have been mis-scanned with this tracking number: [redacted] . This tracking number could not be proven by [redacted] nor the customer that this was the same package/return. Collections reached out to [redacted] corporate office as well as the [redacted] store located where the customer made the return, and they were not able to correlate both tracking numbers. Second tracking number is associated with a customer from another town in North Carolina, not the area the customer returned from. Merchandise never arrived back to RTR. Customer was charged 200% of the retail value for the items that were never returned. Fees cannot be reversed at this time.Below is an outline of the Late Fee Policy as stated in RTR’s terms of service: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).
RTR RESPONSE: Customer emailed RTR’s Collection department on 11/**/2016 because customer’s items were stolen from her car. Customer had agreed to Terms of Service regarding policy for stolen items. Customer was told by Collections that customer would be charged the initial retail value...
at 70%. RTR Unlimited FAQ regarding lost or stolen item:WHAT HAPPENS IF I LOSE OR DAMAGE AN ITEM?Your monthly fee includes insurance for minor mishaps and general wear and tear. Significant damage, lost items and theft are not covered. In those cases, you’ll be charged 70% of the retail price of the items.RTR cannot change policy, customer is responsible to pay for the stolen items.
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customer placed order #[redacted] on 10/**/16 including two dresses for delivery on 10/**/16. She selected a 4-day rental period which ended on 10/**/16. Per our Terms of Service, customers are to return all orders on the last day of their selected rental period, via [redacted] store or drop box. On 10/**/16 and 10/**/16 the customer received a reminder email instructing her to return her items to a valid [redacted] store or drop box. In accordance with our Terms of Service, the customer was charged a $250 in late fees on 11/*/16 and emailed regarding the charge. RTR did not receive a response from the customer, and her order was returned to [redacted] on 11/**/16, over 20 days after the rental ended. The customer placed order # [redacted] on 04/**/17 including two dresses for delivery on 5/*/17. She selected a 4-day rental period which ended on 5/*/17. In accordance with our Terms of Service, customers are to return all orders on the last day of their selected rental period, via [redacted] store or drop box. On 5/*/** and 5/*/2017 the customer received a reminder email instructing her to return her items to a valid [redacted] store or drop box. In accordance with our Terms of Service, the customer was charged a $50 late fee on 5/**/17 and emailed regarding the charge, when we did not receive a response the customer was charged again on 5/**/17 in the amount of $250. The customer contacted RTR on 5/**/17 and the order was scanned into UPS’ system on 5/**/17, 10 days after the rental ended. RTR policy regarding returns: [redacted] On 5/**/17 the customer spoke with the Collections department manager stating that she assumed the late fees to be $50 versus $50 per day. During the conversation the customer expressed that while she had received the reminder emails including information regarding the late fee policy, she did not receive emails regarding the individual charges. Upon further review, it was discovered that the customer opted out of non-transactional emails in April 2017 and possibly did not receive the correspondence regarding the specific charges. However, the reminder emails were received and read. RTR has waived a total of $3,431.31 in late fees from the customer’s account and will not be issuing a refund for the amount charged at this time. This case has been resolved.
Customer was given a full refund for late fees on 6/**/16. Customer had cancelled card associated with refund, so Collections Department advised customer to contact bank to have the funds transferred to customer’s updated card. This case has been resolved.
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. As of 9/**/16 today I received an email from RTR that I would get a full refund. I accept...
this resolution, however this was reached after I had to post on [redacted] and filed a Revdex.com compliant. I don't know if it's within Revdex.com jurisdiction but RTR policies are predatory and should change. I am happy to provide all documentation that is relevant, as I am being truthful and accurate.
Sincerely,
[redacted]
Customer placed order [redacted] to arrive on May [redacted], 2016 and return on May [redacted], 2016. Customer agreed to RTR’s Terms of Service at checkout, which outline RTR’s Return Policy and Late Fee Policy. Customer reached out to Collections on June [redacted], 2016 regarding late fee of $159.38 charged for late return. Customer stated that return was made to [redacted] instead of [redacted] as instructed by RTR (email reminders, shipping label, invoice, terms of service). Collections Team responded on June [redacted], 2016 to confirm that since the return was not made with the correct carrier, [redacted], customer is liable for all fees. Collections waived the $500.00 worth of late fees that had accrued and only charged $159.38. Customer was informed that late fee policy is strictly enforced because it affects another customer’s order when an item is not returned on time. Customer was given a $50.00 refund as a courtesy. This case has been resolved. Late fee policy and Return Policy outlined on RTR: 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. 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] *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.
[redacted]RTR Response:The customer placed an order with Rent the Runway on...
October [redacted], 2016, for the “Stella Knit Dress ”in two sizes, which totaled $110.59 to the credit card on file. The customer placed her rental to arrive on 10/**/2016 with a return date of 10/**/2016. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return and exchange policy.Customer’s order arrived early, and customer called Customer Experience to request a size exchange on 10/**/2016. Customer was informed via voicemail that the replacement was not available as an 8-day rental. It was booked as a 4-day rental (October [redacted] through October [redacted]). Customer sent back original dresses on 10/**/2016 and they were received by fulfillment center on 10/**/2016 and received replacement dress on time as scheduled. Customer emailed Collections Department on 10/** regarding being charged $270.00 in late fees due to the replacement dress not having a return scan on 10/**/2016. Customer was informed by Collections that Customer Experience reached out via voicemail to confirm the replacement sent as a 4-day rental. Customer did not return this item on time.This case has been marked resolved and the final solution has been negotiated.Below is an outline of Rent the Runway’s late fee policy stated in Terms of Service:RETURN OF THE PRODUCTS; EXTENSIONS. You agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your order. You may extend your order for a Product on the Site, App or by phone to RTR; provided that any extensions are subject to other orders for that Product and to pre-payment of the additional Rental Fee applicable to that Product for the period of time of the extension. You must return the Product by delivering the Product in the Return Packaging to a [redacted] store located in the United States by 12 p.m. on or before the date that the Product is due.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.
On January [redacted], 2015, the customer placed an order with Rent the Runway for two dresses, totaling $59.76. Upon checkout, the customer agreed to Rent the Runway’s “Terms and Services” which states the following:You agree to treat the Products with great care, as if it was borrowed from your close...
friend. You are responsible for loss, destruction or damage to the Products due to theft, mysterious disappearance, fire, major stains or any other cause, other than normal wear and tear. Normal wear and tear encompasses minor stains, rips, missing beads, stuck zippers or other minor damage covered by the insurance you paid for with your rental of the applicable Product. If you return a Product that is damaged beyond normal wear and tear, then you agree that we shall charge you, and you shall pay, for the price for repairing or replacing the Product, as determined in our discretion, up to the Retail Value for the Product.Rent the Runway also states the following in the FAQ section of the website:“We understand that some wear and tear may be inevitable. The $5 insurance fee covers minor stains and damage, but significant damage and theft is not covered under insurance.”The customer received both of her dresses on time, and returned them back to Rent the Runway on the correct date, February [redacted], 2015. Upon return of the item, Rent the Runway found that one of the dresses had an irreparable rip. The dress that had the damage was the size 10 of the “Icing On The Cake Dress.” This dress retails for $1,295. Rent the Runway was unable to rent out this dress again, because of the damage.On February [redacted], 2015, Rent the Runway emailed the customer photos of the damaged and stated the following:[redacted]
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[redacted]The customer never responded to this email.On February [redacted], 2015, the customer was charged $1,295.00 to her credit card on file. On April [redacted], 2015, the customer emailed Rent the Runway at 9:05pm EST. Rent the Runway did not respond to this email, since the customer then proceeded to use Rent the Runway’s online chat feature to speak with a customer service representative. The representative let the customer know that she needed to email [redacted] because it is a separate department. This conversation ended at 9:33pm EST, with the customer stating that she would email [redacted].The collections team at Rent the Runway never received this email.Rent the Runway considers this matter resolved since the customer damaged the dress beyond repair, and has paid for the dress.
Revdex.com:At this time, I have not been contacted by Rent the Runway, Inc. regarding complaint ID [redacted].Sincerely,[redacted]
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[redacted] RTR RESPONSE:Customer was given promotion code, [redacted], on 12/**/2012 to use towards a dress of any price and one accessory (excluding [redacted]) due to...
negative RTR experience.Customer emailed on 4/**/2015 regarding this code and was told that this code had been removed from our system and could not be duplicated. Customer was then given a promotion code for a free rental up to $250.00: [redacted] Customer emailed RTR on 12/**/2016 regarding original [redacted], and was told that this code was given in 2012 and is no longer valid in our system. Customer was then offered $250.00 in merchandise credit to compensate code that was never used. Customer continued to email that this offer was unacceptable. RTR does not offer these promotional codes anymore, so there is no way to reissue the original code given. On 12/**/2016, customer was told that since her original account would not allow RTR to manually add credits due to the fact that it was created many years ago and our system has been updated. Customer was offered the option to create a new account and we can manually add in $500.00 in merchandise credit to the new account. Customer was alternatively offered to place an order and we would refund it, making it a limit-free order.Customer was presented all available solutions by RTR.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I'm not refuting the policy that customers pay 70% of the retail value. My complaint is regarding the dishonest application of the "retail value". They are INFLATING the "retail value" in order to get me to pay more. The "retail value" is more than than what a normal, not corporate customer would pay at FULL PRICE.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The customer placed an order with Rent the Runway on July [redacted], 2015 for one dress and one clutch, totaling $30.24 charged to her credit card and $113.40 taken out of her Rent the Runway merchandise credits. The customer placed the order to arrive on 7/**/2015 with a return date of 7/**/2015. Upon...
checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. As of 08/**/2015, it was confirmed that the customer had not returned the clutch back to Rent the Runway, resulting in the late fee charges of $340 to the credit card on file. After communication with the customer and a Rent the Runway internal investigation on the package, on 9/*/2015, Rent the Runway has refunded the customer the $340 of late fee charges as a courtesy. This case has been marked as resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On August [redacted], Rent the Runway collections department noted the return scan on the customer’s order [redacted], and concluded that the Silver Lattice clutch 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 $340 to the credit card on file.On September [redacted], the customer called Rent the Runway customer service, stating that the clutch was returned on time on July [redacted], making the customer’s return within the valid time frame to not receive late fees. The customer service representative stated that the collections department handles all late fee inquiries and that she would email the collections department with the customer’s case and information. On September [redacted], the customer service representative emailed the collections department on behalf of the customer.On September [redacted], the customer called Rent the Runway customer service once again, stating she had not received a response from the collections department about the late fee inquiry. The customer service representative apologized, and stated that a Rent the Runway promotion code would be sent to the customer via email for the inconvenience of the delay. On that same day, the customer service representative emailed the customer with that promotion code.On September [redacted], the collections department emailed the customer asking for details of the return of the items to further investigate the package, and the late fees. The customer responded back with details of the return, and requested a refund of the $340 late fees that had been incurred.On September [redacted], the collections department responded to the customer stating that the internal investigation had been finalized, and the customer would be refunded the late fees on file. At 7:30pm on 9/*/2015, the customer was refunded the late fee of $340 and all negotiations have been finalized. The customer thanked the collections department for the refund.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]
[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.
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[redacted]RTR Response:The customer placed an order with Rent the Runway on July **, 2016, for the “Jet Black Dress” in two sizes (6 and 8), which totaled $55.03 to the credit card on file. The customer placed her rental to arrive on 10/**/2016 with a return date of 10/**/2016. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return policy.On November [redacted], 2015 at 10:18am. the customer was notified that the Jet Black Dress in size 8 was no longer available due to being returned late or in poor condition. The customer then responded with replacement options, and the Pave Trim Dress was added in size 8 as a replacement. The customer was notified again regarding the size 6 becoming unavailable due to the same circumstance, so the customer responded with her replacement choices. Total of 5 dresses were sent to the customer. Customer emailed Customer Experience team again on 10/**/2016 to inform that the return was made to a dropbox location that would not be picked up until that Monday. 10/**/2016. Our Terms of Service allow customers to make returns the following business day if their rental ends on a Sunday or [redacted] holiday. Customer emailed our Collections team on 10/**/2016 referencing this order. Customer was concerned about [redacted] not picking up the package from the dropbox location and therefore not being scanned in. Collections responded and an investigation was launched. Investigations with [redacted] take up to 4-8 business days. Customer was informed of this but continued to contact Collections asking for an answer regarding the whereabouts of the dresses. Customer has not been charged for the dresses not yet being returned and many notes have been left on the account regarding the investigation and fees. Investigation is still open with Collections and the customer will be notified when the investigation closes....