Morgan's Tree Service

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,
*** ***

RTR Response The customer placed order # *** 9/**/for a 4-day rental period from 10/*/through 10/*/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 over 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 ***Our staff may assist in attempting to locate such items at a customer’s request, but are not obligated to and assume no liability for doing so.RTR Late Fee Policy: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 tax.RTR 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

The customer placed an order with Rent the Runway on September ***, for one dress, totaling $charged to the credit card on fileThe customer placed the order to arrive on 11/*/with a return date of 11/*/Upon checkout, the customer agreed to Rent the Runway’s Terms and
Services and cancellation policy, which are stated below On 10/**/2015, the customer canceled the order, and received $in merchandise credits to her Rent the Runway account, per the rental agreement the customer agreed to upon checkout.After communication with the customer, the customer still has $of merchandise credits on her Rent the Runway account, and the merchandise credits will not be adjusted to a refund to the customer’s credit card, per the policy the customer agreed to upon checkoutThis 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 10/**/2015, the customer canceled order *** and received $of merchandise credits on her Rent the Runway account, per the policy agreed to upon checkoutOn 10/**/2015, the customer emailed Rent the Runway customer service requested a refund to the credit card on file, in place of the merchandise creditsThe customer service representative replied to that email stating the cancellation policy for the customer, and that the request would not be granted.On 10/**/2015, the customer emailed Rent the Runway customer service for a second time, requesting a refund instead of the merchandise credits for the $The customer service representative replied for a second time to the customer’s email, stating the cancellation policy and that the request would not be grantedThe customer replied to the email stating that the Revdex.com would be contacted.After reviewing the case, the $of merchandise credits on the customer’s Rent the Runway account will remain merchandise credits, and will not be adjusted into a refund to the customer’s credit card.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 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 $

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]
Contrary to what the delivery agent shows as date and time this was delivered, it was not received at the delivery address until 2/** which is the same date contactedWill not push more with this but will publish their practices to the press especially at my next event with them. Consider closed for Revdex.com
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** *** ***
*** ***
*** *** *** ***
*** ***
*** * ***
*** *** ***
*** ** ***
*** *** *** ***
*** *** ***
*** ***
***
*** ** *** *** *** ** ***
*** ***
*** ** *** ***
*** *** ** *** ***
* *** *** *** *** ** *** *** *** *** *** *** *** *** *** * *** *** *** ** * *** *** *** *** ** *** *** ** *** *** *** *** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** *** ** *** ** ** *** *** * *** *** *** *** * *** *** ** *** *** ** *** *** *** *** * *** ** *** ** * *** * *** *** *** *** *** *** *** *** *** *** *** *** ** *** ** *** ** *** *** *** *** *** *** *** *** *** *** *** * *** *** * *** *** ***
*** ***
*** *** *** *** *** ***
*** *** ***
*** *** ***
***
*** ***
*** *** ***
*** ** *** *** RTR Response The customer placed order # *** on 4/**/including two dresses for delivery on 8/*/Per our Rental Agreement, customers are to return all orders on the last day of their selected rental period, via UPS 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 UPS 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 ***Our staff may assist in attempting to locate such items at a customer’s request, but are not obligated to and assume no liability for doing so.RTR Late Fee Policy: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 tax.When speaking with a Collections representative on 10/*/2017, the customer requested to speak with a manager regarding her late feesAs it was the end of the business day, the customer was informed that both managers were out of the office and would follow up first thing the following business dayOn the morning of 10/*/2017, the customer was contacted by a Collections manager and refunded for the fees, as it was her first rental with RTR This matter has been resolved

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 find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

RTR Response:The customer placed an order with RTR on October *** for the rental period of October ***-October *** The rental amount was for $The customer received the order on October *** The scheduled return date was October ***, Rent The Runway did not receive the item
on this dateIn our Rental Policy agreement that we provide at check out, every customer agrees that they will be charged $+ a day for everyday the rental is lateIn this case the customer was charged $on March *** due to RTR not having received the rental back on October *** The customer reached out to RTR on March *** and *** to our Collections Team regarding the late charges associated with her credit cardThe customer provided Rent The Runway with the *** drop box information on March *** 2016, Rent The runway collections team launched an investigation with *** and refunded the customer the amount of $back to the customer credit card on March *** 2016.This case has been marked as resolved and the final solution has been negotiatedFor 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:COLLECTIONSIf you do not pay the amounts you owe to RTR when due, then RTR will need to institute collection proceduresYou agree to pay RTR’s costs of collection, including without limitation reasonable attorneys' fees.BRentalsThe following additional conditions apply to the rental of any Product.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”).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:
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,
*** ***

*** ***
*** *** *** ***
*** ***
*** ***
*** *** ***
*** ** ***
*** *** *** ***
*** ***
*** *** ** *** *** *** ** ***
*** ***
*** **
*** ***
*** *** ** *** ***
* *** *** * *** *** *** *** * *** *** ** *** *** *** *** *** *** ** ** *** *** *** *** ** ** *** ** *** *** ** * *** ** *** ** *** *** ***
RTR Response The customer placed order #*** on 4/**/including two dresses for delivery on 4/**/She selected a 4-day rental period which ended on 4/**/Per our Rental Agreement, customers are to return all orders on the last day of their selected rental period, via *** store or drop boxOn 4/**/the customer received a reminder email instructing her to return her items to a valid *** store or drop boxIn accordance with our Rental Agreement, the customer was charged a $late fee on 4/**/and contacted via email instructing her to return the items to avoid affecting the rental of another customer. RTR policy regarding returns: RETURN OF THE PRODUCTS; 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 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 5/*/2017, the customer was charged $in late fees and emailed again to return the orderOn 5/*/the customer contacted RTR providing a return address and expressing that the return had been made on 4/**/Upon further investigation, the provided return information was that of a *** dropbox; not ***, causing the delayOn 5/*/the customer was provided with instructions to retrieve the package from *** 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

*** ** *** *** ***
*** *** *** ***
*** ***
*** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ***
*** *** ** *** *** *** ** ***
***
***
*** ** *** *** RTR Response Customer’s original backup size could not be delivered as it was returned late/damaged by the previous renterThe customer was contacted to select a replacement style, however, the replacement did not arrive as scheduled due to courier delaysOn 5/*/the customer contacted Customer Experience and was offered additional replacements to be delivered the following dayWhen the customer declined this offer, she was issued a refund for the full amount of the order and has since been issued a promotion code for 50% off her next Rent the Runway order. This case 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,
*** ***

*** ***
*** 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 11/**/with a return date of 11/**/Upon
checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return policy.On Nov *, 10:am, the customer called Customer Experience and reported that the dresses she received arrived in less than pristine condition This quality issue was notated by a representative, and a pending refund was placed onto the account The refund processes once we receive the order back to us The refund of $was processed on 11/**/at 11:amOn November ***, customer emailed Customer Experience at 2:24pm to cancel her RTR account Customer’s account was cancelled at 2:51pm Customer also emailed to report a late fee charge of $ Customer had previously spoken to Customer Experience team and was told to email *** to further discuss late fees Customer stated that she had called Collections and left many voicemails on 11/**, was instructed by Customer Experience to email Collections directly to receive a prompt response Customer stated that the order was returned on 11/*, did not present proof of this Order was received back to RTR on 11/**, resulting in late feesOrder was initially picked up by *** on 11/**, when it was due to be scanned in by 11/** Collections associate returned the customer’s call on 11/**, could not reach customer so a voicemail was left for the customer to call back Late fees have not been refunded due to late return.Late fees are outlined in RTR’s Terms of Service:You agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your 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

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 10/**/Upon checkout, the customer
agreed to Rent the Runway’s Terms and Services, which are stated below As of 10/**/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.On 11/**/2015, 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 *** 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 have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I'm not refuting the policy that customers pay 70% of the retail valueMy complaint is regarding the dishonest application of the "retail value"They are INFLATING the "retail value" in order to get me to pay moreThe "retail value" is more than than what a normal, not corporate customer would pay at FULL PRICE.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** **
*** ***
*** *** *** ***
*** ***
*** ***
*** *** ** *** **
*** ** ***
*** *** *** ***
*** ***
*** *** ** *** *** *** ** ***
*** ***
***
***
*** *** ** *** ***
*** *** *** ** * *** *** *** *** ** *** *** *** ** *** *** *** *** ** ** *** * *** *** *** * *** ** * ** * *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** ** *** *** *** *** *** *** *** *** * *** * *** *** *** * *** *** *** * *** * *** *** *** *** *** RTR ResponseRTR would like to first start by expressing our sincerest apologies to the customer for the issues associated with the aforementioned ordersOrder #*** was placed on 4/*/and scheduled for delivery on May *** Due to identified issues with our Fulfillment Center team and carrier, the order was missorted and not successfully delivered to the customerWe have since issued a full refund for all outstanding credits remaining on the customer’s account, in addition to offering a promotion code for a free rentalOur 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 inconvenience.This matter has been resolved

Customer placed order *** to arrive on May ***, and return on May ***, 2016. Customer agreed to RTR’s Terms of Service at checkout, which outline RTR’s Return Policy and Late Fee PolicyCustomer reached out to Collections on June ***, regarding late fee of $charged for late return. Customer stated that return was made to *** instead of *** as instructed by RTR (email reminders, shipping label, invoice, terms of service). Collections Team responded on June ***, to confirm that since the return was not made with the correct carrier, ***, customer is liable for all feesCollections waived the $worth of late fees that had accrued and only charged $159.38. Customer was informed that late fee policy is strictly enforced because it affects another customer’s order when an item is not returned on time. Customer was given a $refund as a courtesyThis case has been resolved Late fee policy and Return Policy outlined on RTR: 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 taxThe 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 *** 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 *** 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 *** *** ***
*** ** *** *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 productsThe 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 feesIf 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 have determined that my complaint has NOT been resolved becauseRent the Runway should send a notice that the package has not been received and notify the customer that they will begin receiving late chargesThis would allow the customer to follow up on the status of the shipment. However, RTR does not do this so they can collect usury late fees to the detriment of the customerThe fees charged are not at all in portion to the value of the item rentedThe policy is horrific and the customer service is worse. The business practice around fees is not clearly defined and evident on the website and not explicitly communicated to the customer nor, as mentioned above, once the fees begin being incurred, the customer is not notified until hundreds of $$ in fees have already been incurredHow is this practice acceptable?
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,
*** ***

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 resolvedThey have processed a full refund, as stated 10/** at approximately 4:50PM while on the phone with
Kelly.
Sincerely,
*** ***