Morgan's Tree Service

Customer has been fully refunded for late fees Case has been resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I have no choice to try and accommodate by wearing the dress as a shipment coming in on Tuesday would not work as I would be (am currently) traveling to the event which is why I requested Monday replacement Being that I did receive the dress on the ***h, and contacted them as soon as I discovered the missing pieces, that would have been plenty of time for them to send me the missing piece I could not return due to timing since they couldn't accommodate a replacement in time of requested original order delivery I still expect some compensation for this inconvenience as I spent all weekend trying to find a similar belt to no avail I will not use this company anymore so a discount for future is not acceptable
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Issue has been resolved via Customer Insights TeamCustomer have been refunded two payments of $back to her card on fileMembership has been cancelled

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. Although I was eventually reimbursed for the cost of the items that failed to arrive by the guaranteed date/time, I feel the business has not sufficiently addressed my complaints regarding the lack of customer support that was necessary to resolve the issue. I would like the Revdex.com to consider lowering the rating of this business, and if the business has not been rated a warning should be noted about the unprofessional service likely to be received. Sincerely,
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* *** * *** *** *** *** *** *** *** ** *** *** *** *** *** * *** ***RTR Response:Customer placed order #*** on October ***, for the Copper Fleur Shift in two sizes Order was placed to arrive on October *** and be returned on October 30th, Customer is a PRO member, and PRO members get free shipping and insurance on standard shipping orders PRO members also receive a promotion code for $off a rental during their birthday month Customer placed this order using the promotion code on date listed above No financial transaction was made for this order since the promotion code discounted the $rental to $ Customer agreed to Terms of Service at checkout, which outlines PRO membership details and exchange policy.Customer emailed Customer Experience Team on November 7th regarding order not fitting and not being able to wear it to the event it was rented for Customer had returned order within hours but did not opt into receiving a replacement Customer was informed that promotion codes are “one-time use only,” and merchandise credit could not be offered due to the dresses not fitting since no financial exchange was made with this order initially New PRO birthday codes can only be re-issued if there is a shipping issue, the item becomes unavailable to send out, or if there is an issue regarding quality PRO birthday codes are not re-issued due to dresses not fitting Customer was informed via email that RTR would not be sending a new promotion code nor issuing credit for this order.This case has reached the final resolution

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*** ***RTR Response: The customer placed an order with Rent The Runway on September *** for a day rental starting September *** - October ***Order # *** Below is a detailed outline of the events and the conclusion of this interaction:The customer placed a 4-day rental with Rent The Runway on September *** and was notified on September *** that one of the items in the order was unavailable due to the previous renter not sending the item back to Rent The Runway on timeThe customer was reached out to and was offered 2x the rental price for another item on September *** Due to shipping errors, the customer was contacted back on the *** of September at 11:AM to notify the customer of a delivery issueThe customer was allotted to place a new order and was refunded in full for the amount of $The customer has had orders with Rent The Runway, have been return for fit issues and have been due to 3rd party incidents ex: shipping issues and the previous customer not sending the items back to Rent The Runway on timeThe customer has been contacted within hours notice for all of the orders that were not sent back to Rent The Runway’s distribution center on timeThe last orders have been sent to the customer with all but one of the original items in the shipmentWe do not allow partial refunds nor return for the entire order if only item is has not been sent back to our fulfillment center on timeAdditionally, of the last orders have been Return For Fit issues which is a policy the customer is aware of being we have RFF issues on recordAll others have been due to the previous renter not returning the items back to us on time which the customer was already refunded for, $in Merchandise Credit, $and $In total for the last orders the customer has been refunded $dollars and $in Merchandise Credits for exceptions and Return For Fit refundsThis case can be confirmed as closed and resolvedIn the terms and services, Rent the Runway outlines:LIMITSYou acknowledge and agree that we may place limits on the rental or purchase of Products, including but not limited to restricting orders placed under a single customer account, payment card or billing or shipping addressWe reserve the right to limit, cancel or prohibit any rentals or sales of Products for any reason, including but not limited to availability concerns.DELIVERYYour Products may be ordered and couriered to you on the same day for certain orders placed by p.mfor delivery in New York City, subject to the additional delivery charge specified on the Site or AppOtherwise, all deliveries outside of New York City will be through RTR's shipping partners, which may change from time to time at RTR’s discretionThe shipping method used will be at the discretion of RTR.RENTAL FEEThe rental fee (“Rental Fee”) for the Product will be the total of the rental fee, insurance charges and delivery charges listed on the Site or App for your rental of the ProductWhen you place your rental order for a Product, you hereby authorize RTR to charge your payment card for the Rental FeeRTR will charge your payment card the amount of the Rental Fee immediately upon your rental orderA reservation of a Product on the Site or App is an order for the rental of that Product, regardless of how far in advance that Product is reservedIn addition, at the time of your rental order for a Product, you hereby authorize RTR to charge your payment card for an amount equal to 200% of the original retail value of the Product (when new) set forth on the Site or App (“Retail Value”) plus applicable sales taxes; provided that RTR will only charge your payment card for an amount greater than the Rental Fee as described belowRental Fees exclude all federal, state and local taxes, GST, fees, customs, duties, levies and other governmental assessments, all of which shall be paid by you directly or, if paid by RTR, shall be paid by you to RTR in connection with your rental order.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 $9.95.LIMITED WARRANTIESThe following are the limited warranties RTR provides in connection with Product rentalsRTR’s liability to you for failure to comply with any of these warranties is limited to timely delivery of Product conforming to the warranties or a refund of the Rental Fee (excluding insurance and delivery charges) as determined by RTRSee Section 7(A) below.CORRECT PRODUCTSWe will deliver the Products you ordered, including the specified size, color and design, on or before the delivery date for which you ordered them, except in the rare event that the Product is damaged beyond repair or is otherwise unavailableIn such event, we will use reasonable efforts to notify you that the Product is unavailableIf we are able to reach you, you will be entitled to choose any available rental Product to replace the unavailable ProductIf we are unable to reach you, you acknowledge and agree that we may send you a replacement product of the same or greater valueProducts may appear different in color and style than as displayed on the Site or App.CLEAN AND READY TO WEARThe Products will be professionally cleaned and delivered ready to wearRTR dry cleans and inspects each Product with the utmost care, but use of the Product is at your own risk and RTR shall not be held liable for any health-related complaints associated with any Product.SIZING RETURNSIf your Product does not fit you, then you may return the Product to RTR within hours (excluding Sundays and holidays) of the date you received the Product by contacting RTR at [email protected] or phone (###-###-####) and returning the Product in conformance with the return procedures above (a “Sizing Return”)RTR will then issue you a credit for the full Rental Fee (less delivery charges) of the Product for a future rental by you of our Products, so long as the Product, in our sole discretion, has not been worn.FIRST RENTAL OF A DESIGNER'S PRODUCTIn order to provide greater assurance that a Product from a new designer (i.e., one from whom you have not previously ordered a Product through the Services) will fit properly, you may opt to order a second size of the same Product at no charge or a reduced charge, as set out on the Site or App, for the same days for which you rent the first size of that Product (a “Designer Spare”), subject to availabilityIn such event, any Designer Spare must be returned together with the Product with which it was orderedThese Terms apply to any Designer Spare just as to any other Product, including without limitation the requirements of this Section 2(B); provided that (i) the credits described under “Sizing Returns” will not apply to a Product or Designer Spare unless both the Product and the Designer Spare are returned together in conformance with these Terms and (ii) no credit will be issued to you for the Designer Spare unless you were originally charged for it by RTRRTR may discontinue the availability of Designer Spares at any time.BACKUP PRODUCTSIf 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 the Site or App, for the same time period that you order the first ProductAny Backup Products must be returned together with the Product with which it was orderedThese Terms apply to any Backup Products just as to any other Product; provided that the sizing guarantees and credits described under “Sizing Returns” do not applyWe may discontinue the availability of Backup Products at any time.ENotice and Take Down Procedures; Copyright AgentIf you believe any RTR Content infringes your copyright, you may request removal of those materials (or access thereto) by contacting RTR’s copyright agent (identified below) and providing the following information: identification of the copyrighted work that you believe to be infringed, including a description of the work, and where possible a copy or the location (e.g., URL) of an authorized version of the work; identification of the material that you believe to be infringing and its location, including a description of the material and its URL or any other pertinent information that will allow us to locate the material; your name, address, telephone number and e-mail address; a statement that you have a good faith belief that the complained of use of the materials is not authorized by the copyright owner, its agent, or the law; a statement that the information that you have supplied is accurate, and indicating that “under penalty of perjury,” you are the copyright owner or are authorized to act on the copyright owner’s behalf; and a signature or the electronic equivalent from the copyright holder or authorized representative.RTR's agent for copyright issues relating to the Services is as follows:Copyright Agent Rent the Runway, Inc*** *** *** *** *** *** *** ** *** E-Mail address: ***In an effort to protect the rights of copyright owners, RTR maintains a policy for the termination, in appropriate circumstances, of subscribers and account holders of the Services who are repeat infringers./p> TERMINATIONATermination By YouYou may deactivate your account and discontinue your use of the Services at any timeIn order to deactivate your account, please contact us at [email protected] understand that Your Content may continue to exist and be used on or through the Service even after such deactivation.BTermination By RTRAny violation of these Terms, including any of the prohibitions in Section 4(C), may result in suspension or termination of your access to the Services and/or removal of Your ContentRTR may also terminate your account if RTR determines that your conduct poses a risk or liability to RTR, or for any other reason as determined by RTR in its sole discretion.CEffects of TerminationIn each of these cases, the Terms will terminate, including your license to use the Services, except that the following sections shall continue to apply: 2(A) (Collections), 2(B) (Rental Fee, Late Fees, Lost Return Packaging), 2(C), 3(A) (Failure to Pay Fees), 4(A)-(D), 5(A), 5(C) (Acknowledgment), 5(D), 6(C), and 7-9, including the mandatory arbitration and class-action waiver provisions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Rent the Runway decided that my return should be classified in the category you described "Return for Fit", but the product was NOT RECEIVED as described, and inches shorter than described They subsequently put this in the "Return for Fit" category despite my claims that it arrive much different than described Had the product arrive as described, it would not have been returned for fit and I would not have had to fight for a full refund I'm not sure how they train their customer service staff, but what was noted on my account versus what I actually told them and what I received were vastly different
I did manage to receive a full refund, but not until I spent significant time on the phone with them letting them know that I had filed this complaint with the Revdex.com I trust the Revdex.com to do what they need to with this, but this business is unreliable (arrived late), falsely advertises (arrives not as described - not only initially, but also with their solution), and regulates reviews posted (I posted reviews on different items that were not positive, but represented my honest opinion of the products provided and neither were approved) I feel like they are dishonest and should be noted as such to the public so others don't experience the same downfalls that I did.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Regardless of what rent the runway's policy is, dishonesty and poor customer service are not a part of that contractI should not have received such a hassle or problem since the policy itself is not clear, and there are no specifications on the delivery dateThe refund was not a curtesy but their obligationMy use of profanities, though well deserved, was not a part of the conversationRent the runway does not conduct business professionally and I am happy to never use their services
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The customer representative for my claim did not respond to my requests to contact *** when they contacted me with questions for the shipper (RTR)This delayed the investigation resulting in a new investigation which I was told would be concluded over this past weekendRTR continues to say they have no additional information despite promises the invesepuld be completeI still have no answerI do not have these dresses and I cannot afford the retail value for themI need a conclusion from RTR it has been over a month now
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The customer placed an order with Rent The Runway on November *** The order purchase amount was for dollars$dollars was used in merchandise credit and $dollars was charged to the customers *** Card*** failed to pick up the customer's package resulting in a $
dollar late feeBelow is a detailed outline of the events and the conclusion of this interaction:On November *** the customer placed two separate orders with Rent The Runway order number #***The customer's first order was paid with in Merchandise Credit and was charged to her *** cardThe customers second order was paid with dollars in merchandise credit and dollars was charged to the customers credit cardThe customer's first order was a day rental for December *** - December *** The customers second order was for the order dates of December *** - December *** *** scanned in the customer's first order on 12/**/two days after the return date*** scanned in the customer’s second order on 12/**/days after the customers return dateWe do not have any additional information from *** stating that *** did not conduct a pick up during those datesFrom December *** - December *** the customer was charged daily for a dollar late fee which is stated in our agreement if we do not receive merchandise back within our required time limit the amount is total is $The customer contacted RTR on January *** and was directed to the collections departmentOn January *** the customer was refunded dollars back to her credit card as an one time exception feeDue to the nature of the RTR business we rely on merchandise being sent back to us by the end of the customers rental or we charge the customer daily a dollar late fee.RTR has negotiated with our collections department and has allotted an additional refund for half the amount the customer was chargedThe customer was refunded on 1/**/for $as a one time only exceptionThis case can be confirmed as closed and resolvedBelow are the Terms and Conditions section based on this case: RENTAL FEEThe rental fee (“Rental Fee”) for the Product will be the total of the rental fee, insurance charges and delivery charges listed on the Site or App for your rental of the ProductWhen you place your rental order for a Product, you hereby authorize RTR to charge your payment card for the Rental FeeRTR will charge your payment card the amount of the Rental Fee immediately upon your rental orderA reservation of a Product on the Site or App is an order for the rental of that Product, regardless of how far in advance that Product is reservedIn addition, at the time of your rental order for a Product, you hereby authorize RTR to charge your payment card for an amount equal to 200% of the original retail value of the Product (when new) set forth on the Site or App (“Retail Value”) plus applicable sales taxes; provided that RTR will only charge your payment card for an amount greater than the Rental Fee as described belowRental Fees exclude all federal, state and local taxes, GST, fees, customs, duties, levies and other governmental assessments, all of which shall be paid by you directly or, if paid by RTR, shall be paid by you to RTR in connection with your rental order.RETURN PACKAGINGWith delivery of the Product, RTR will provide you with a pre-paid, pre-addressed RTR carrying case or mailing envelope (as the case may be) as well as instructions for your use in returning the Products to RTR (“Return Packaging”)The RTR carrying case is not yours to keepIf the RTR carrying case is not returned you will be charged a $fee (details below under “Lost Return Packaging”).RECEIPT OF THE PRODUCTSUpon delivery, you bear responsibility for the Product(s)If however, you opt to have the Products delivered in New York City by courier service, you agree to bear responsibility for receipt of Products shipped to the location specified at time of check outYou acknowledge that a Secure Shipping Address is highly recommendedA “” means a location where an individual can physically receive Product(s)In the event that an un-secure shipping address is provided, RTR does not bear liability for Products left unattendedFurthermore, you acknowledge that providing anything other than a Secure Shipping Address may result in delivery delays and additional delivery fees for which RTR will not be liableYou will be liable for all such delays and additional delivery fees.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 *** store located in the United States by p.mon or before the date that the Product is due.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 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).LOST RETURN PACKAGINGIf you lose the Return Packaging, you will be responsible for returning the item at your own expense by the expected return date, and providing RTR with a tracking numberAlso, if you lose or fail to return the RTR carrying case you will be charged $If you still possess the RTR carrying case, it 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)

Revdex.com:At this time, my complaint, ID *** regarding Rent the Runway, Inchas been resolved
Sincerely,*** ***

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*** * *** ** *** *** ** *** *** *** *** ** *** *** *** RTR RESPONSECustomer placed Order #*** on 9/*/for delivery on 9/**/2017.When the order did not arrive in time for her event due to carrier delays, the customer was promised a full refund once the order was received by RTRUnfortunately, the refund was processed significantly later and the customer was not adequately responded toWe sincerely apologize for the inconvenience this may have caused for the customerA member of the Customer Experience leadership team has since reached out to the customer and issued additional compensation should the customer choose to rent with us again.This matter has been resolved

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

The customer placed an order with Rent the Runway on September ***, for four dresses, and the Rent the Runway Pro Membership totaling $charged to the card on fileThe customer placed the order for two dresses to arrive on 10/**/with a return date of 10/**/2015, and for two dresses
to arrive on 10/**/with a return date of Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below As of 11/**/2015, 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. After communication with the customer and the *** investigation on the package, on November *, 2015, Rent the Runway has refunded the customer the $of late fee charges as a courtesy and has marked this case as a *** issueRent the Runway will finalize any communication about the merchandise with ***, and no further communication with the customer will need to occurThis 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 November ***, at 11:PM, the Rent the Runway collections department notified the customer Order # *** had not been returned and that the card on file was charged a total of $The collections department waived days of late fees for this total charge. On November ***, at 9:PM, the customer responded stating the item was returned to a *** drop box one day before the rental end dateThe customer stated frustration with *** delivery and return issues.On November ***, at 2:PM, the customer sent a separate email to the Rent the Runway Collections department which contained the email inquiry the customer sent to *** at 10:AM about the missing order. On November ***, the Collections department responded to the email, sent to collections on November ***, and requested the customer provide the address to the *** drop box location for the return.On November ***, at 1:AM the customer responded stating frustration that this information had already been provided, and included email the customer sent to ***The email included the address, date and time for the return as follows: All items were placed in a large *** envelopeIt was placed into the drop box located at the Profession Center *** ** *** *** *** ** *** on Monday October **, at 7:00am. On November *** at 9:AM the late fees were refunded to the card on file in the amount of $540.50.On November ***, at 10:AM, the collections department responded to the customer stating the refund for the charged late fees had been issued as the items had been returned according to policy. 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 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 *** 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 *** 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*** *** ***
*** ** ***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 ***, and find that this resolution is satisfactory to me and the matter has been resolved. As of 9/**/today I received an email from RTR that I would get a full refundI accept
this resolution, however this was reached after I had to post on *** *** *** 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,
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RTR RESPONSE:Customer placed order #*** to arrive on 02/**/and return on 02/**/ Customer’s order arrived earlier than scheduled on 02/**/2017.Customer reached out to Customer Experience Team via Live Chat on 02/**/to inform RTR that customer’s dresses arrived without the adjustable beltCustomer requested for RTR to deliver a different dress or the missing belt on Monday, 02/**/before customer’s event, but was told the earliest a new item would arrive would be 02/**/ Customer was asked to keep RTR updated if customer was unable to wear either dress to the event.Customer informed RTR via email on 02/**/that the dress would be worn Since the dress would be worn, RTR offered customer a 15% off promotion code to use toward a future rental for the inconvenience Customer was not satisfied with this Customer was given an apology via email and was told that a full refund could be issued if the order was returned via *** same day on 02/**/ Customer responded again to say that the dress would be worn to event due to timing.RTR informed customer to return the order and RTR would process a full refund, but customer did not accept this option RTR cannot issue refunds if merchandise is worn.This case has been resolved

Customer had filled out this issue in the Return for Fit form on 6/*/2016, so it was not documented as a quality issueTherefore, customer received merchandise creditCustomer was given a full refund on 7/*/as exception once quality issue was properly reported. This case has been
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* *** * *** ** *** ** *** *** *** *** *** *** RTR RESPONSECustomer placed Order #*** on 9/*/for delivery on 9/**/using a promotion code and paying for the order partially with a credit cardWhen the order did not arrive in time for her event due to carrier delays, the customer was offered replacement options and issued a refund for the amount paid for the aforementioned order, in addition to a refund for all upcoming orders on her accountThis information was confirmed by Customer Experience on 9/**/RTR sincerely apologizes for the inconvenience this may have caused for the customer, and can confirm that this matter has been resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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 (*** box) and attached a picture of the rental dress AT the *** 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*** was closed due to the Thanksgiving Holiday on this dayRent the Runway's rental return system is flawed and did not account for *** 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 *** 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,
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*** *** *** Response: resolved through Customer Insights TeamCustomer received full refund