RTR RESPONSE:RTR offers 4 or 8 day classic rentals. Customer placed two orders as8-day rentals. One order was set to arrive on April [redacted], 2016 andreturn on April [redacted], 2016. The other order was to arrive on April[redacted] and return on April [redacted]. Customer rented the same dress in bothof these orders, customer believed it was a rental for 2 weeks but wedo not offer classic rentals with this timeframe. Customer had placedseparate orders, and the order due to scan into UPS on April [redacted] wasnot returned back to RTR until April [redacted], making it a late return.Customer was denied a refund by Collections. This case has beenresolved.RTR’s Late Fee Policy outlined in Terms of Service:LATE FEES. If you return the Products late or not at all, a late feeof fifty dollars ($50.00) will be charged to the payment card you usedto pay the Rental Fee or to any other payment card included in youraccount information that you have provided to RTR for every day thatyou are late returning the Products, and you agree to pay such latefees, up to an amount not to exceed 200% of the Retail Value plusapplicable sales tax (plus the Rental Fee). The late fee is payablefor each order of Products that is not returned when due, not for eachProduct that is the subject of the order that is late. If you have notreturned a Product within twenty (20) days after the return date forthe Product, your late return will be considered a non-return and RTRwill charge your payment card the maximum late fee set forth in thisSection 2(B), less any late fees that you have already paid, plusapplicable sales tax.
Customer emailed RTR on 7/**/20** at 10:48am to see if it was possible to move her 1pm appointment for the same day at the Georgetown showroom to a later time. Customer Experience Team had to confirm with store location if this request could be accommodated. Customer service Team...
confirmed that appointments at 2pm and 3pm were not available, but the next available appointments would be at 5pm. Customer emailed the following day to share negative feedback regarding the rescheduling experience and asked for a refund for the fees. Customer’s email was forwarded to Georgetown’s Retail Team. Customer received a response from Retail Team, stating that a stylist made an attempt to call customer when initial request was received, but could only reach voicemail. Retail Team apologized for delay in response and explained it was due to a very busy Saturday in store. Retail Team went on to explain that the appointment fees could not be refunded because the cancellation policy is outlined in the appointment email confirmation, and this would be considered a no-show. Retail team offered to help customer reschedule the appointments for another time. Customer was also given a 50% off promotion code to use towards next rental due to this experience. Case has been resolved.
On July [redacted], 2015, Rent the Runway made an exception to reduce the non-return fee on one of the dresses in the customer’s order, (the “Fifth Avenue “Showstopper Dress”), to 100% of the retail value. Rent the Runway never told the customer that they would reduce the non-return fee on the other item in her order, the “Noni romper”, and charged the customer 200% of the retail value, as per the company’s non-return policy. All retail values are displayed below. Rent the Runway let the customer know that the total charge would be $1286 plus tax, which totals to $1398.53. On August [redacted], Rent the Runway made an exception and refunded the customer in the amount of $112.53 for the taxes on her non-returned items, as she requested. Rent the Runway considers this matter resolved. Retail Costs:Fifth Avenue Showstopper retails for $750Noni Romper retails for $268
The customer placed an order with Rent the Runway on July [redacted], 2015 for two dresses, totaling $114.95. The customer placed the rental to arrive on 07/**/2015 with a return date of 08/0*/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 items back to Rent the Runway, resulting in the late fee charges of $250 to the credit card on file. On 8/**/2015, an additional $350 in late fees was charged to the card on file due to the fact that the merchandise was still not returned to Rent the Runway.After communication with the customer and the [redacted] investigation on the package, Rent the Runway has refunded the customer the $550 of late fee charges as a courtesy and has marked this case as a [redacted] issue. Rent the Runway will finalize any communication about the merchandise with [redacted], and no further communication with the customer will need to occur. 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 sent the customer an email stating that the merchandise from the order [redacted] had not yet been returned to Rent the Runway, and that the customer would be charged a late fee, per the late fee policy. On August [redacted], the customer called the Rent the Runway customer service department, stating the customer had returned the package with [redacted] on August [redacted], however the package was now missing. The customer reached out to [redacted] for an investigation. The Rent the Runway customer service representative thanked the customer for the information and let the customer know to email the collections department with this information because that is the department that handles all missing packages and late fees.On August [redacted] the customer emailed the collections department, informing the department of the current situation with the missing package. The collections department responded on August [redacted], asking for more information on the customer’s return. The customer emailed the collections department in response on August [redacted], stating she filled out all necessary information for the collections department to further investigate.On August [redacted], the Rent the Runway collections department emailed the customer thanking her for the information and stated that after further investigation on the package, the customer would be refunded the total $550 in late fees to the credit card on file.On August [redacted], the customer emailed the collections department asking for an update on the refund because it had not processed at that time. The collections representative responded on August [redacted] stating that the refund needed manager approval, and would be processed within 5-7 business days.On September [redacted], the full refund of $550 in late fees was processed to the customer’s credit card. There was no further communication with the customer and Rent the Runway. 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: [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.
[redacted] RTR Response:The customer placed an order with Rent the Runway on October [redacted], 2016, for the “Black Nicks Dress” in two sizes, which totaled $32.48 to the credit card on file. The customer placed her rental to arrive on 11/**/2016 with a return date of 11/**/2016. Upon...
checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return policy.On Nov *, 2016 10:30 am, the customer called Customer Experience and reported that the dresses she received arrived in less than pristine condition. This quality issue was notated by a representative, and a pending refund was placed onto the account. The refund processes once we receive the order back to us. The refund of $32.48 was processed on 11/**/16 at 11:27 am. On November [redacted], customer emailed Customer Experience at 2:24pm to cancel her RTR account. Customer’s account was cancelled at 2:51pm. Customer also emailed to report a late fee charge of $324.75. Customer had previously spoken to Customer Experience team and was told to email [redacted] to further discuss late fees. Customer stated that she had called Collections and left many voicemails on 11/**, was instructed by Customer Experience to email Collections directly to receive a prompt response. Customer stated that the order was returned on 11/*, did not present proof of this. Order was received back to RTR on 11/**, resulting in late fees. Order was initially picked up by [redacted] on 11/**, when it was due to be scanned in by 11/**. Collections associate returned the customer’s call on 11/**, could not reach customer so a voicemail was left for the customer to call back. Late fees have not been refunded due to late return.Late fees are outlined in RTR’s Terms of Service: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.
[redacted]. RTR RESPONSE Customer placed order [redacted] on 1/**/17 including 3 dresses, two accessories, and a seamless bra for delivery on 1/**/17. When the seamless bra did not arrive along with the rentals on 1/**/17, the customer contacted Customer Service on 1/**/17 expressing her frustration with the delay and was instructed to keep the item in addition to a refund. The customer was also offered a full merchandise credit for the rentals which does not expire and can be used at any time. The customer contacted Customer Service again on 3/**/17 looking to receive a refund and confirmed that she had filed a chargeback claim with her banking institution. After further review the customer was refunded by management for the full amount of the order ($179.23) and she can expect to receive this refund within 3-5 business days. 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.
Sincerely,
[redacted]
RTR RESPONSE:RTR offers 4 or 8 day classic rentals. Customer placed two orders as8-day rentals. One order was set to arrive on April [redacted], 2016 andreturn on April [redacted], 2016. The other order was to arrive on April[redacted] and return on April [redacted]. Customer rented the same dress in bothof these orders, customer believed it was a rental for 2 weeks but wedo not offer classic rentals with this timeframe. Customer had placedseparate orders, and the order due to scan into UPS on April [redacted] wasnot returned back to RTR until April [redacted], making it a late return.Customer was denied a refund by Collections. This case has beenresolved.RTR’s Late Fee Policy outlined in Terms of Service:LATE FEES. If you return the Products late or not at all, a late feeof fifty dollars ($50.00) will be charged to the payment card you usedto pay the Rental Fee or to any other payment card included in youraccount information that you have provided to RTR for every day thatyou are late returning the Products, and you agree to pay such latefees, up to an amount not to exceed 200% of the Retail Value plusapplicable sales tax (plus the Rental Fee). The late fee is payablefor each order of Products that is not returned when due, not for eachProduct that is the subject of the order that is late. If you have notreturned a Product within twenty (20) days after the return date forthe Product, your late return will be considered a non-return and RTRwill charge your payment card the maximum late fee set forth in thisSection 2(B), less any late fees that you have already paid, plusapplicable sales tax.
Customer emailed RTR on 7/**/20** at 10:48am to see if it was possible to move her 1pm appointment for the same day at the Georgetown showroom to a later time. Customer Experience Team had to confirm with store location if this request could be accommodated. Customer service Team...
confirmed that appointments at 2pm and 3pm were not available, but the next available appointments would be at 5pm. Customer emailed the following day to share negative feedback regarding the rescheduling experience and asked for a refund for the fees. Customer’s email was forwarded to Georgetown’s Retail Team. Customer received a response from Retail Team, stating that a stylist made an attempt to call customer when initial request was received, but could only reach voicemail. Retail Team apologized for delay in response and explained it was due to a very busy Saturday in store. Retail Team went on to explain that the appointment fees could not be refunded because the cancellation policy is outlined in the appointment email confirmation, and this would be considered a no-show. Retail team offered to help customer reschedule the appointments for another time. Customer was also given a 50% off promotion code to use towards next rental due to this experience. Case has been resolved.
On July [redacted], 2015, Rent the Runway made an exception to reduce the non-return fee on one of the dresses in the customer’s order, (the “Fifth Avenue “Showstopper Dress”), to 100% of the retail value. Rent the Runway never told the customer that they would reduce the non-return fee on the other item in her order, the “Noni romper”, and charged the customer 200% of the retail value, as per the company’s non-return policy. All retail values are displayed below. Rent the Runway let the customer know that the total charge would be $1286 plus tax, which totals to $1398.53. On August [redacted], Rent the Runway made an exception and refunded the customer in the amount of $112.53 for the taxes on her non-returned items, as she requested. Rent the Runway considers this matter resolved. Retail Costs:Fifth Avenue Showstopper retails for $750Noni Romper retails for $268
The customer placed an order with Rent the Runway on July [redacted], 2015 for two dresses, totaling $114.95. The customer placed the rental to arrive on 07/**/2015 with a return date of 08/0*/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 items back to Rent the Runway, resulting in the late fee charges of $250 to the credit card on file. On 8/**/2015, an additional $350 in late fees was charged to the card on file due to the fact that the merchandise was still not returned to Rent the Runway.After communication with the customer and the [redacted] investigation on the package, Rent the Runway has refunded the customer the $550 of late fee charges as a courtesy and has marked this case as a [redacted] issue. Rent the Runway will finalize any communication about the merchandise with [redacted], and no further communication with the customer will need to occur. 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 sent the customer an email stating that the merchandise from the order [redacted] had not yet been returned to Rent the Runway, and that the customer would be charged a late fee, per the late fee policy. On August [redacted], the customer called the Rent the Runway customer service department, stating the customer had returned the package with [redacted] on August [redacted], however the package was now missing. The customer reached out to [redacted] for an investigation. The Rent the Runway customer service representative thanked the customer for the information and let the customer know to email the collections department with this information because that is the department that handles all missing packages and late fees.On August [redacted] the customer emailed the collections department, informing the department of the current situation with the missing package. The collections department responded on August [redacted], asking for more information on the customer’s return. The customer emailed the collections department in response on August [redacted], stating she filled out all necessary information for the collections department to further investigate.On August [redacted], the Rent the Runway collections department emailed the customer thanking her for the information and stated that after further investigation on the package, the customer would be refunded the total $550 in late fees to the credit card on file.On August [redacted], the customer emailed the collections department asking for an update on the refund because it had not processed at that time. The collections representative responded on August [redacted] stating that the refund needed manager approval, and would be processed within 5-7 business days.On September [redacted], the full refund of $550 in late fees was processed to the customer’s credit card. There was no further communication with the customer and Rent the Runway. 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: [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.
[redacted] RTR Response:The customer placed an order with Rent the Runway on October [redacted], 2016, for the “Black Nicks Dress” in two sizes, which totaled $32.48 to the credit card on file. The customer placed her rental to arrive on 11/**/2016 with a return date of 11/**/2016. Upon...
checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return policy.On Nov *, 2016 10:30 am, the customer called Customer Experience and reported that the dresses she received arrived in less than pristine condition. This quality issue was notated by a representative, and a pending refund was placed onto the account. The refund processes once we receive the order back to us. The refund of $32.48 was processed on 11/**/16 at 11:27 am. On November [redacted], customer emailed Customer Experience at 2:24pm to cancel her RTR account. Customer’s account was cancelled at 2:51pm. Customer also emailed to report a late fee charge of $324.75. Customer had previously spoken to Customer Experience team and was told to email [redacted] to further discuss late fees. Customer stated that she had called Collections and left many voicemails on 11/**, was instructed by Customer Experience to email Collections directly to receive a prompt response. Customer stated that the order was returned on 11/*, did not present proof of this. Order was received back to RTR on 11/**, resulting in late fees. Order was initially picked up by [redacted] on 11/**, when it was due to be scanned in by 11/**. Collections associate returned the customer’s call on 11/**, could not reach customer so a voicemail was left for the customer to call back. Late fees have not been refunded due to late return.Late fees are outlined in RTR’s Terms of Service: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.
[redacted]
[redacted]...
[redacted]. RTR RESPONSE Customer placed order [redacted] on 1/**/17 including 3 dresses, two accessories, and a seamless bra for delivery on 1/**/17. When the seamless bra did not arrive along with the rentals on 1/**/17, the customer contacted Customer Service on 1/**/17 expressing her frustration with the delay and was instructed to keep the item in addition to a refund. The customer was also offered a full merchandise credit for the rentals which does not expire and can be used at any time. The customer contacted Customer Service again on 3/**/17 looking to receive a refund and confirmed that she had filed a chargeback claim with her banking institution. After further review the customer was refunded by management for the full amount of the order ($179.23) and she can expect to receive this refund within 3-5 business days. 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.
Sincerely,
[redacted]