Morgan's Tree Service

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 was led to believe that I could keep the same dress for the two weeks and not have to mail it back until the end of the 2d weekI asked about this specifically since I knew I would be traveling for both weeks and wearing the dress in the middle of my trip, and unable to mail it back until the end of the 2d weekThe company's explanation is not how the rental was explained to me. Thank you for your continued work on my behalf *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by Rent the Runway, Inc. regarding complaint ID ***.Sincerely,*** ***

Customer had filled out this issue in the Return for Fit form on6/*/2016, so it was not documented as a quality issueTherefore,customer received merchandise creditCustomer was given a full refundon 7/*/as exception once quality issue was properly reported. Thiscase 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 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/** (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 *** items such as those from AMAZON--which only uses *** as their carrierHad rent the runway adhered to the rental agreement and actually reached out to me on April *** 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,
*** ***

The customer placed an order with Rent The Runway on September *** The order shipped from the distribution center on October *** with ***The customer reached out to Rent The Runway when the order was not delivered to by 8:PM ESTOnce launching an investigation, the order was
delayed by ***, third party errorWe processed a refund back to the customers credit card on file on October ***, 1:51PM, on the first attempt at outreach for the amount of This case has been marked resolved and the final solution has been negotiated In the terms of service, Rent the Runway outlines the delivery policy which states the following: FDelays There may be delays, omissions, or inaccuracies in the Services, including the RTR ContentThe Service may become unavailable due to maintenance or malfunction of computer equipment or other reasonsBThird Party Content LINKS TO THIRD-PARTY WEBSITESThe Services may contain links or references to non-RTR websites, products, services or other materials or content (“Third Party Content”)This Third Party Content is provided to you as a convenience, and RTR is not responsible for any Third Party Content or the actions of those that provide or use such Third Party ContentAny Third Party Content is independent from RTR, and RTR has no control over the Third Party ContentIn addition, a link to any Third Party Content does not imply that RTR endorses, approves of or accepts any responsibility for the Third Party Content or its provider, or vice versa

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 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 somehow. This 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. The company has responded by promising to issue a refund to my credit card within 3-business daysIf this indeed occurs, I find that this resolution is satisfactory to me and
the matter has been resolved
Sincerely,
*** ***

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customer placed order #*** on 10/**/including two dresses for delivery on 10/**/She selected a 4-day rental period which ended on 10/**/Per our Terms of Service, customers are to return all orders on the last day of their selected rental period, via *** store or drop boxOn 10/**/and 10/**/the customer received a reminder email instructing her to return her items to a valid *** store or drop boxIn accordance with our Terms of Service, the customer was charged a $in late fees on 11/*/and emailed regarding the chargeRTR did not receive a response from the customer, and her order was returned to *** on 11/**/16, over days after the rental endedThe customer placed order # *** on 04/**/including two dresses for delivery on 5/*/She selected a 4-day rental period which ended on 5/*/In accordance with our Terms of Service, customers are to return all orders on the last day of their selected rental period, via *** store or drop boxOn 5/*/** and 5/*/the customer received a reminder email instructing her to return her items to a valid *** store or drop boxIn accordance with our Terms of Service, the customer was charged a $late fee on 5/**/and emailed regarding the charge, when we did not receive a response the customer was charged again on 5/**/in the amount of $The customer contacted RTR on 5/**/and the order was scanned into UPS’ system on 5/**/17, days after the rental endedRTR policy regarding returns: *** ** *** *** *** *** *** ** *** *** *** ** *** ** *** *** *** ** ** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** * *** ** *** *** *** ** ** *** ** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ** *** ** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** On 5/**/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 July ***, for two dresses, totaling $114.95. The customer placed the rental to arrive on 07/**/with a return date of 08/0*/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 $to the credit card on fileOn 8/**/2015, an additional $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 *** investigation on the package, 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 August ***, Rent the Runway collections department sent the customer an email stating that the merchandise from the order *** had not yet been returned to Rent the Runway, and that the customer would be charged a late fee, per the late fee policyOn August ***, the customer called the Rent the Runway customer service department, stating the customer had returned the package with *** on August ***, however the package was now missingThe customer reached out to *** for an investigationThe 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 *** the customer emailed the collections department, informing the department of the current situation with the missing packageThe collections department responded on August ***, asking for more information on the customer’s returnThe customer emailed the collections department in response on August ***, stating she filled out all necessary information for the collections department to further investigate.On August ***, 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 $in late fees to the credit card on file.On August ***, the customer emailed the collections department asking for an update on the refund because it had not processed at that timeThe collections representative responded on August *** stating that the refund needed manager approval, and would be processed within 5-business days.On September ***, the full refund of $in late fees was processed to the customer’s credit cardThere was no further communication with the customer and Rent the RunwayThis 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: *** *** ***
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*** ** ***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

RTR Response RTR would like to first start by expressing our sincerest apologies to the customer for the difficulty she experienced attempting to contact usOrder *** was placed on 10/**/and scheduled for delivery on 10/** Due to identified issues with our carrier, the order was
not successfully delivered to the customer in time for her eventWe have since issued a full refund the late fee charged, in addition to the order total Our senior leadership team is working diligently with our carrier to ensure that this problem does not occur going forward and we, again, offer our deepest apologies for the inconvenienceThis matter has been resolved

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***RTR Response:Customer placed order #*** for the “Black Halter Sheath” in two sizes on August ***, Order was placed to arrive on September *** and return on September ***, Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return and late fee policy.On October ***, at 5:31pm, Customer started a live chat with Customer Experience agent regarding being charged late fees for this order Customer was informed to reach out to Collections Department as Customer Experience does not have authority over late feesCustomer contacted Collections via email on October ***, at 5:34pm Customer stated that order did not fit, so it was returned early on September ***, 2016, via *** office - *** *** ** *** *** ** ***Customer did not have proof of receipt of this return Customer then contacted local *** store, which informed customer that the tracking number *** initially associated with her return may have been mis-scanned with this tracking number: *** This tracking number could not be proven by *** nor the customer that this was the same package/return Collections reached out to *** corporate office as well as the *** store located where the customer made the return, and they were not able to correlate both tracking numbers Second tracking number is associated with a customer from another town in North Carolina, not the area the customer returned from Merchandise never arrived back to RTR Customer was charged 200% of the retail value for the items that were never returned Fees cannot be reversed at this time.Below is an outline of the Late Fee Policy as stated in RTR’s terms of service:If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee)The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is 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)

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,
*** ***

Customer was given a full refund for late fees on 6/**/ Customerhad cancelled card associated with refund, so Collections Departmentadvised customer to contact bank to have the funds transferred tocustomer’s updated card.RTR apologizes for any frustration and for the inconvenience.This case has been resolved

RTR Response The customer placed order # *** on 9/*/including a dress and an accessory for a 4-day rental period from9/**/2017-9/**/Per our Rental Agreement, customers are to return all orders on the last day of their selected rental period, via *** store or drop box.
Customer’s order was received days late due to an incorrect return (via ***) and the customer was charged late fees in accordance with our late fee policy which is as follows: RTR 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 *** 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 soRTR Late Fee Policy: If You return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card You used to pay the Rental Fee or to any other payment card included in Your account information that You have provided to Rent the Runway for every day that you are late returning the Products, and You agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee)The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is 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 taxRTR halted the accruing late fees after providing the customer with instructions on how to locate the order and has waived the associated outstanding late fee balanceThis matter has been resolved

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*** ***RTR ResponseThe customer placed an order with Rent the Runway on October ***, 2015, for the “Tate Dress” in two sizes, which totaled $to the credit card on fileThe customer placed her rental to arrive on 10/**/with a return date of 10/**Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return policy.This order was due to be scanned into *** on 10/**/ It was not picked up by *** until 10/**/2016, resulting in late fees A late fee in the amount of $was charged to the customer’s credit card on file on 10/**/2016.The Customer contacted our Collections department regarding the return on 10/** confirming the location of the *** drop box used to drop off the order (*** *** *** *** *** Customer received a response from Collections on 11/**/stating that after further review, the address the customer provided is not a valid *** store or drop box The order was not scanned into ***’ system until days after the rental ended so a refund was not able to be issued.This case has been marked resolved and the final solution has been negotiated.n the terms and services, Rent the Runway outlines the Late Return 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

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]
It's true that they returned my money (eventually), but not after over a week of stress and several hours of wasted time at work trying to get a hold of someone and get an explanationThey are the REASON I had to cancel my credit card in the first place because they kept charging it without any explanation or contactAbsolutely ridiculous and unprofessionalA simple apology would be great.
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]
I went to use my promo code 12/**/& couldn't although it was NOT expiredI spent days in an email exchange with Michele about my free rental + accessory promised by Janna in May after the first time RTR deactivated my promo codeI was offered a merchandise credit that I feel is insignificantThis required me to create a new RTR account (first account is too mature) & I was asked to provide credit card infoI wouldn'tThe RTR system won't allow them to reactivate my promo code or add a merchandise credit without a credit card on fileThere was no price limitation for my promo codeRTR offered a merchandise credit that wouldn't even cover the rental fee for the dress I wanted for NYE (unavailable by then)I bought a dress since we were leaving townRachel from RTR called before vacation & promised to get it worked out with a "dummy" credit cardI got a few random order confirmation emails for items I didn't rent with the wrong address to get the merchandise credit processedI may never even use itI have PTSD dealing with RTR
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 find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

At this time, I have been contacted directly by Rent the Runway, Inc. regarding complaint ID ***, 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, *** *** ***, also accidentally put a dress into the *** 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,
*** ***

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*** ** ** RTR Response:Customer placed order #*** 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 *** to add in replacement options Customer selected five replacement options Order arrived on October *** as scheduled.Customer contacted Collections Team on October *** regarding the order not having a return scan Customer stated order was returned to a *** dropbox on October *** An investigation was launched with *** 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 *** 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