Morgan's Tree Service

RTR Response:The customer placed an order with Rent the Runway on October ***, 2016, for the “Black Nicks Dress ”in two sizes, which totaled $to the credit card on fileThe customer placed her rental to arrive on with a return date of Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return and late fee policy.On Nov *, 10:am, customer spoke to an associate to report the quality issue with the dresses sent, and a pending refund was issued As of at 11:27am, a refund of $was processed for this order, and make take up to to business days to reflect on the customer’s bank statement.Order was first scanned into [redacted] on 112016, and did not arrive to RTR until 112016, resulting in late fees of $Customer had reached out to Collections via phone, and on a Collections associate returned the call but did not directly reach the customer A voicemail was left for the customer on On 1116, customer was contacted by Collections about the late fees Collections associate stated that customer was charged late fees because the package was due for an initial pickup scan via [redacted] on and was not scanned in until This made the order days late, which means the customer had accrued a total of $ Collections informed the customer that RTR does not recommend leaving returns in the hands of a third party (hotels, friends, manager, mail room, etc) Customer originally stated via email on that the return was put in the hands of the [redacted] man who picks up daily at customer’s place of employment: [redacted] on 11/*/ This may have delayed the return as this [redacted] driver may not have scanned it in right away, etc Collections has made this solution final, customer will not be issued a refund for the late fees Customer was given a refund for the rental since they arrived in less than pristine condition and were not worn to the customer’s event, but a refund will not be issued at this time for the late fees.RTR’s late fee policy is stated in the terms of service:LATE FEES If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee)The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is lateIf 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 costsIf 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 kindFor the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).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 deliveryWhen 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 businessBecause our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returnsWe rely on our customers to return our products on time so that we can continue to fulfill orders for other customersPlease 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 invoiceIn order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the RunwayThe return service provider is ***.- You must deliver the products to a [redacted] store located in the United States by p.mon or before the product return date specified in your orderIf you do this, your package will be scanned by [redacted] by the next day and returned to Rent the Runway on timeRent the Runway will not cover additional fees incurred due to international shipping- Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred

The customer placed an order with Rent the Runway on November 1, for one dress in two sizes, totaling $charged to 11/26/The customer placed the order to arrive on 11/23/with a return date of 11/26/Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below After looking into the [redacted] data it is confirmed that customer returned the order on 11/30/but the merchandise was not received back to Rent The Runway After communication with the customer and launching an investigation with [redacted] regarding the [redacted] Drop Box where the client returned the package, on 12/15/2015, Rent the Runway has refunded the customer the $of late fee chargesThis case has been marked as resolvedFor reference, the sections pertaining to the late fee policy can be found belowAll 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 FeesIf 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 lateIf 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 costsIf 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 kindFor the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Rent the Runway also explains the Late Fee Policy on page 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 deliveryWhen 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 businessBecause our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returnsWe rely on our customers to return our products on time so that we can continue to fulfill orders for other customersPlease 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 invoiceIn order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the RunwayThe return service provider is ***.- You must deliver the products to a [redacted] store located in the United States by p.mon or before the product return date specified in your orderIf 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 numberReturns should be sent to the following address: Rent the Runway [redacted] Late Fees- If you return your rental items late or do not return them at all, a late fee of $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 taxThis 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 productFor example, if you rented two items in one order, you will be charged $per day, not $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 days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid

The customer placed an order with Rent the Runway on November *, for one dress in two sizes, totaling $charged to The customer placed the order to arrive on with a return date of Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below As of 122015, it was confirmed that the customer had not returned the dresses back to Rent the Runway, resulting in the late fee charges of $to the credit card on fileAfter communication with the customer and launching an investigation with [redacted] regarding the [redacted] Drop Box where the client returned the package, on 122015, Rent the Runway has refunded the customer the $of late fee chargesThis case has been marked as resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On December ***, Rent the Runway collections department noted the return scan on the customer’s order [redacted] , and concluded that the Green Light Dress in sizes and had not yet been returned to Rent the Runway, and that the customer would be charged a late fee, per the late fee policyThis resulted in a charge of $to the credit card on file.On December ***, the customer e-mailed Rent the Runway collections department, stating that the dresses were returned on time on November [redacted] and providing a time stamped photo of her return to a [redacted] drop box, making the customer’s return within the valid time frame to not receive late feesThe collections representative responded requesting details of the customer’s return.On December ***, the customer provided the requested details and the collections representative responded to confirm that a one time exception would be made to refund the late fee charges assessed in the amount of $due to the fact that the [redacted] Drop Box in question has been flagged as unreliable in our systemThis 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 belowAll 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 FeesIf 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 lateIf 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 costsIf 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 kindFor the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Rent the Runway also explains the Late Fee Policy on page 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 deliveryWhen 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 businessBecause our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returnsWe rely on our customers to return our products on time so that we can continue to fulfill orders for other customersPlease 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 invoiceIn order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the RunwayThe return service provider is ***.- You must deliver the products to a [redacted] store located in the United States by p.mon or before the product return date specified in your orderIf 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 numberReturns should be sent to the following address: Rent the Runway [redacted] ***Late Fees- If you return your rental items late or do not return them at all, a late fee of $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 taxThis 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 productFor example, if you rented two items in one order, you will be charged $per day, not $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 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

At this time, I have been contacted directly by Rent the Runway, Incregarding complaint ID [redacted] , however my complaint has NOT been resolved because: I was still charged $109, more than I thought was fair considering the circumstancesA friend of mine, [redacted] *** [redacted] , also accidentally put a dress into the [redacted] box and Rent the Runway refunded her 100%! It is not fair to treat some customers one way and the rest another In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

[redacted] *** [redacted] [redacted] The customer placed order # [redacted] on including two dresses for delivery on She selected a 4-day rental period which ended on 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 boxOn and the customer received a reminder email instructing her to return her items to a valid [redacted] store or drop boxIn accordance with our Terms of Service, the customer was charged a $in late fees on 1116, over days after the rental endedThe customer placed order # [redacted] on including two dresses for delivery on 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 boxOn the customer received a reminder email instructing her to return her items to a valid [redacted] store or drop boxIn accordance with our Terms of Service, the customer was charged a $late fee on and emailed regarding the charge, when we did not receive a response the customer was charged again on in the amount of $The customer contacted RTR on and the order was scanned into UPS’ system on 517, days after the rental endedRTR policy regarding returns: [redacted] On the customer spoke with the Collections department manager stating that she assumed the late fees to be $versus $per dayDuring 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 chargesUpon further review, it was discovered that the customer opted out of non-transactional emails in April and possibly did not receive the correspondence regarding the specific chargesHowever, the reminder emails were received and readRTR has waived a total of $3,in late fees from the customer’s account and will not be issuing a refund for the amount charged at this timeThis case has been resolved

The customer placed an order with Rent the Runway on September ***, for two dresses, and the Rent the Runway Pro Membership totaling a charge of $to the card on fileThe customer placed the rental to arrive on 10/02/with a return date of Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below As of 102015, it was confirmed that the customer had not returned the items back to Rent the Runway, resulting in the late fee charges of $to the credit card on file.On 112015, the Rent the Runway collections department refunded the late fee charges totaling to $to the card on fileThis case has been marked as resolved and the final solution has been negotiated.In the terms and services, Rent the Runway outlines the Late Fee Policy which states the following:“Late FeesIf 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 lateIf 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 costsIf 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 kindFor the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Rent the Runway also explains the Late Fee Policy on page 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 deliveryWhen 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 businessBecause our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returnsWe rely on our customers to return our products on time so that we can continue to fulfill orders for other customersPlease 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 invoiceIn order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the RunwayThe return service provider is ***.- You must deliver the products to a [redacted] store located in the United States by p.mon or before the product return date specified in your orderIf 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 numberReturns should be sent to the following address: Rent the Runway [redacted] ***Late Fees- If you return your rental items late or do not return them at all, a late fee of $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 taxThis 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 productFor example, if you rented two items in one order, you will be charged $per day, not $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 days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I received a confirmation email that Rent the Runway received my dress on December ***, at 9:14amFurthermore, I detailed where I dropped my dress off ( [redacted] box) and attached a picture of the rental dress AT the [redacted] dropbox location on November ***, (the rental due date)Rent the Runway set my dress rental return date as November ***, I dropped the dress off on this day [redacted] was closed due to the Thanksgiving Holiday on this dayRent the Runway's rental return system is flawed and did not account for [redacted] being closed on a holidayI was told by Rent the Runway not to use this box again, and to drop off my dress AT the [redacted] storeBut if the stores are closed for the holidays, what else was I supposed to do?I have proved that I returned my dress according to Rent the Runway's return directionsRent the Runway has blatantly just lied about receiving the dress after December ***, They received the dress a full ten days before this and they received proof that I dropped my dress off on the RTR return date In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I have attached a screenshot of my account, it seems as though Rent the Runway is not even in accordance of their own rental agreementMy card was charged on 05/ [redacted] (not 4/**) in the amount of dollars (not $50), nor did I receive any emails on the matter, I had to reach out to rent the runway myself to attempt to resolve the matterOnce again, this is a dropbox I use consistently to return [redacted] items such as those from AMAZON--which only uses [redacted] as their carrierHad rent the runway adhered to the rental agreement and actually reached out to me on April [redacted] we would all have a better chance of locating the itemsThis is such a gross negligence in customer service, and their only response is to reiterate policy and rental agreements versus actually trying to be helpful In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

The customer contacted Rent the Runway on to notify us that a charge was placed on her credit card erroneously by Rent the RunwayRent the Runway could not find any record of the customer’s personal information or any details related to charges to the client’s credit cardRent the Runway spoke with the customer directly to ensure that her concerns were addressed and elevated the inquiry to the Rent the Runway management teamIn response to this inquiry, Rent the Runway’s Chief Financial Officer reported that a store associate in the [redacted] retail location had charged this customer’s credit card in errorThis store associate reached out to the Rent the Runway Finance team to report the error and ask that the customer’s credit card on file be refundedA manager on the Rent the Runway Customer Insights Team followed up with the Rent the Runway Finance Team and the customer to ensure that the customer was refunded and all of the customer’s personal information was removed from the Rent the Runway systemThis case has been marked resolved and the final solution has been negotiatedBelow is a detailed outline of the events and the conclusion of this interactionOn 2:p.mRent the Runway’s Chief Finance Officer reported that a store associate in the Rent the Runway [redacted] retail location had mistakenly charged the customer’s credit card and contacted the Rent the Runway Finance Team to ensure that the customer received a refund5:p.mA manager on the Rent the Runway Customer Insights Team spoke with the customer regarding this matter and reached out to the Rent the Runway Finance Team to process a refund on the customer’s behalfThe customer expressed a preference in scheduling a phone call to process the refund via credit cardThe customer confirmed that they would like their account and credit card information to be deleted from the Rent the Runway system9:a.mRent the Runway’s Chief Financial Officer confirmed that Rent the Runway does not store any credit card information in the Rent the Runway systemRent the Runway relies on a third party vendor to store and charge credit cards to ensure that a data breach of Rent the Runway would not expose any customer credit card information3:p.mThe customer spoke with a Manager on the Rent the Runway Customer Insights Team and a representative from the Rent the Runway Finance TeamDuring this phone call, the customer was refunded in full and all of the customer’s personal information, including credit card information was removed from the Rent the Runway system10:AM The Rent the Runway Customer Insights Manager confirmed the phone call with the customer and the Rent the Runway Finance Team and that the customer was refunded and all personal information removed from the Rent the Runway systemThis case has been marked as resolved and the final solution has been negotiated

[redacted] [redacted] *** [redacted] [redacted] [redacted] ** [redacted] [redacted] RTR Response The customer placed order # [redacted] on including two dresses for delivery on She selected a 4-day rental period which ended on Per our Rental Agreement, customers are to return all orders on the last day of their selected rental period, via [redacted] store or drop boxOn the customer received a reminder email instructing her to return her items to a valid [redacted] store or drop boxIn accordance with our Rental Agreement, the customer was charged a $late fee on and contacted via email instructing her to return the items to avoid affecting the rental of another customerRTR policy regarding returns: RETURN OF THE PRODUCTS; EXTENSIONSYou 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 orderYou 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 extensionYou must return the Product by delivering the Product in the Return Packaging to a [redacted] store located in the United States by p.mon or before the date that the Product is dueWe are not responsible for any personal or other items left in the Products or which are returned to RTR in the Return PackagingIf you believe you have accidentally or otherwise sent us any such items, please contact customer service as soon as possible at [email protected] 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:aIf 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 lateIf 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 the customer contacted RTR providing a return address and expressing that the return had been made on Upon further investigation, the provided return information was that of a [redacted] dropbox; not ***, causing the delayOn 5/*/the customer was provided with instructions to retrieve the package from [redacted] and have the order shipped back to RTR correctlyThe 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: I'm glad they had the decency to refund me the $unreasonable dollars they charged me in the first place.I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

Customer placed order # [redacted] to arrive on May ***, and return on May ***, Customer agreed to RTR’s Terms of Service which outlines Return and Late Fee Policy at checkout Customer was charged $because tracking showed that the order was dropped off and scanned on May ***, 2016, making it a late return Collections asked customer to verify the exact address of the drop off location used for the return and the approximate date and time it was left there to further look into this situation Customer did not respond to Collections with this information Late fees were not refunded This case has been resolved Late fee policy outlined in RTR’s Terms of Service: LATE FEESIf 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 lateIf 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

Customer’s order was scheduled to arrive on May 2***, and return on May ***, Customer’s order did not arrive back to RTR until June ***, 2016, making it a late return Customer stated that order was placed in the mail on May ***, however, orders need to be returned via *** [redacted] returns will delay the order’s arrival to RTR, resulting in late fees As a courtesy, Collections Department waived the remaining late fee balance of $plus tax Return and late fee policy is listed on RTR’s Terms of Service which customer agreed to at checkout: Late Fee Policy Why on-time returns are important We take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time deliveryWhen a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customersand it harms our businessBecause our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returnsWe rely on our customers to return our products on time so that we can ensure other customers will have their dress for their eventPlease review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns How do I return my order? The date to send back your rental items is stated in your online invoiceIn 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 *** Returns must be dropped off at a [redacted] store located in the United States by p.mon or before the return date specified in your orderThis ensures that your package will be scanned by [redacted] by the next day and returned to Rent the Runway on timeRent 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 returnDo 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 numberReturns should be sent to the following address: Rent the Runway [redacted] [redacted] *If you lose or fail to return the Rent the Runway blue carrying case, you will be charged $ Late Fees If you return your rental items late or do not return them at all, a late fee of $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 taxThis 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 productFor example, if you rented two items in one order, you will be charged $per day, not $per day in late fees If you have not returned a rental item within days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I am not satisfied with their response The timeframe in which I ordered the dress was barely within their "day cancellation policy." The event being cancelled just before the event was out of my control Despite indicating the cancellation policy is agreed upon during checkout, it was nowhere to be found on the website when I searched for it I think they should make it more accessible prior to the checkout Judging by the numerous complaints towards this business, I am not convinced that if I do use the $credit they will not scam me somehowThis business has customer service that is absolutely horridI would not recommend this service to anyoneBUYER AKA RENTER BEWARE In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

[redacted] [redacted] [redacted] RTR Response:Customer placed order # [redacted] to arrive on October ***, and return on October ***, Customer had placed the order for two dresses, and these were returned late or damaged by the previous renter so they were no longer available to send out for the ***Customer was contacted on October [redacted] to add in replacement options Customer selected five replacement options Order arrived on October [redacted] as scheduled.Customer contacted Collections Team on October [redacted] regarding the order not having a return scan Customer stated order was returned to a [redacted] dropbox on October *** An investigation was launched with [redacted] regarding the package since there was no scan and it could not be properly tracked An investigation takes up to business days to complete On November ***, 2016, there were still no updates on the package Customer was informed by [redacted] that the investigation was mishandled on their end, so a new investigation was launched Customer was never charged a late fee On November ***, Collections informed the customer that the customer would not be liable if the merchandise is not found.Merchandise never arrived back to RTR’s fulfillment center and customer was never charged late fees.This case has been closed via RTR Collections

The customer placed an order with Rent the Runway on October ***, 2015, for the “Noir Timeless Love Gown”in two sizes, which totaled $to the credit card on fileThe customer placed her rental to arrive on with a return date of Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s cancellation policy.On November ***, at 1:PM the customer adjusted the rental period to start on 12/*/The customer then contacted Rent the Runway via phone at 1:PM to request a cancellation for a refund to her credit card because she was cancelling more than days in advance of her rental start dateThe call was escalated to a manager and as a courtesy was refunded in full $to the credit card on file.This case has been marked resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On November [redacted] at 1:PM, the customer used the Self-Service Feature on the Rent the Runway website to adjust her rental period from November [redacted] to December ***On November ***, at 1:PM the customer called Rent the Runway and spoke to an associate about cancelling her order for a refund to the Credit CardThe associate informed the customer her order had just been adjusted and the original rental start date was within days so the cancellation would be for a merchandise credit to the customer’s Rent the Runway accountThe call was escalated to a senior manager, who reiterated the cancellation policyThe customer cursed at the manager and demanded executives’ contact informationAt 2:PM, on November ***, another senior manager from Rent the Runway called the customer backThe customer continued to use profanitiesThe manager issued the refund as a one time courtesy to the credit card on file in the amount of $97.93.At 8:PM, on November ***, the customer emailed Rent the Runway stating a refund for the cancellation should not have been an issue, the refund should post to the bank account in business days, and that a claim had been filed with the bank and with the Revdex.com.At 11:PM, on November ***, a Rent the Runway representative responded to the email, stating the refund had been issued, and as a courtesy as the cancellation was within days of the original rental start dateOn November ***, at 5:the customer responded stating that she was within the terms of our cancellation policy because “ delivery date isn't specified as to whether it's the original or not.This case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the cancellation policy can be found belowAll customers are required to agree to these terms before renting.In the terms and services, Rent the Runway outlines the Cancellation Policy which states the following:CANCELLATION POLICYYou may cancel your rental order subject to the following cancellation fees and policies: If you cancel thirty (30) or more days in advance of the delivery date, there is no cancellation fee and you will receive a full refund issued to the payment card you used for the order.If you cancel less than thirty (30) days but more than fourteen (14) days in advance of the delivery date, you will not receive any refund, but you will receive a full credit to your RTR account for the Rental Fee associated with the cancelled orderThis credit can be applied to any future RTR rental.If you cancel fourteen (14) or fewer days in advance of the delivery date, you will receive a credit to your RTR account for the Rental Fee associated with the cancelled order, minus a cancellation fee of $

RTR offers or day classic rentals Customer placed two orders as 8-day rentals One order was set to arrive on April ***, and return on April ***, The other order was to arrive on April [redacted] and return on April *** Customer rented the same dress in both of these orders, customer believed it was a rental for weeks but we do not offer classic rentals with this timeframe Customer had placed separate orders, and the order due to scan into UPS on April [redacted] was not returned back to RTR until April ***, making it a late returnCustomer was denied a refund by Collections This case has been resolved RTR’s Late Fee Policy outlined in Terms of Service: LATE FEESIf 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 lateIf you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***