Morgan's Tree Service

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*** *** RTR RESPONSE:Customer was given promotion code, ***, on 12/**/to use towards a dress of any price and one accessory (excluding ***) due to
negative RTR experience.Customer emailed on 4/**/regarding this code and was told that this code had been removed from our system and could not be duplicated Customer was then given a promotion code for a free rental up to $250.00: *** Customer emailed RTR on 12/**/regarding original ***, and was told that this code was given in and is no longer valid in our system Customer was then offered $in merchandise credit to compensate code that was never used Customer continued to email that this offer was unacceptable RTR does not offer these promotional codes anymore, so there is no way to reissue the original code given On 12/**/2016, customer was told that since her original account would not allow RTR to manually add credits due to the fact that it was created many years ago and our system has been updated Customer was offered the option to create a new account and we can manually add in $in merchandise credit to the new account Customer was alternatively offered to place an order and we would refund it, making it a limit-free order.Customer was presented all available solutions by RTR

RTR RESPONSECustomer placed Order # *** on 8/**/for a gown from our seasonal clearance salePer our Terms of Service regarding clearance purchases , “PRODUCTS ARE USED; ALL SALES ARE FINAL AND “AS IS.” You acknowledge and agree that only those Products designated by us on the Site or App
as available for purchase are eligible for purchase by youEXCEPT FOR INTIMATES, SHAPEWEAR AND BEAUTY PRODUCTS, THE PRODUCTS FOR SALE HAVE BEEN PREVIOUSLY RENTED BY OTHER CUSTOMERS AND ARE NOT NEWRTR will professionally clean and inspect the Products before they are delivered to youHowever, all Products are sold on an “as is” basis, without any warranty whatsoever, and all Product sales are final.”Customer contacted RTR on 8/**/stating that the zipper of the gown was broken and was subsequently informed of the final sale policy by Customer ServiceOn 8/**/the customer was contacted by management and offered a reimbursement of up to $for any repairs made to the gown with proof of receipt, in addition to a 15% off refund for the inconvenienceWhen the customer was not pleased with the offered solution, our Customer Experience provided the option of sending out a replacement item upon receipt of the gown in questionAt this time, we have not yet heard back from the customer. This case has been resolved

Customer placed order #*** to arrive on June ***, and return on June ***, 2016. As per RTR’s policy agreed to at checkout, customers
are able to return entire order within hours for a merchandise credit less the cost of shipping, saleable items and accessories if the dresses do not work fit or work out for the customer. Order was not returned to *** within hours, therefore, merchandise credit could not be honored. Customer’s other order, #***, was fully returned within hours, so customer received $in merchandise credit for this order RTR’s FAQ’s and Terms of Service outline this policy: What if the dresses I order don't fit? If this happens, we can helpChoose one of the following options: Option 1: We'll help you find another dress If you call before 3pm, we can overnight you another dress in time for your eventEmail us and we'll ship you an available style for $Or if you live near one of our stores, you can swap your original dress for another style, no appointment necessaryIf the style you select is more expensive, you will be charged the difference in priceIf the style is less expensive, you will be given a merchandise credit for the difference in price Option 2: We'll give you a credit We’re happy to give you a Rent the Runway credit (less the cost of shipping, accessories and saleable items) if none of the dresses in your order fit To receive a credit, go to the “Orders” section of your Rent the Runway account and fill out our Return for Fit Request formUse the provided packaging (which includes a pre-paid label) and return everything to us within hours of receiving itCredits do not expire, but we do not issue partial credits or credits for accessories or intimates 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 *** 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

RTR RESPONSE:Customer placed order for the Bordeaux Peeking Lace Dress and the Such A Tease Dress in two sizes to arrive on 12/**/and return on 12/**/ Customer contacted Customer Experience Team on 12/**/to inform Customer Experience that Such A Tease Dress did not fit, and customer
was unhappy with Bordeaux Peeking Lace Dress not appearing as advertised on website in regards to the neckline Since order was not returned in hours and Customer Experience was not notified of issue within hours of receiving order, customer was denied any compensation as policy states to return order within hours to maintain credit eligibility Upon further review, Bordeaux Peeking Lace Dress does appear to have a different neck line on RTR’s model than dress customer received This issue has been reported to RTR’s fashion team and is in the process of being corrected Customer Experience reached out to customer and issued full refund for Bordeaux Peeking Lace Dress due to this situation.This case has been resolvedRTR’s Terms of Service outline Return for Fit Policy which customer agreed to at checkout: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 *** 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

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 resolved
Sincerely,
*** ***

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*** ***Customer’s attorney contacted RTR Legal team on
10/*/This matter has been resolved

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 and late fee policy.On Nov *, 10:am, customer spoke to an associate to report the quality issue with the dresses sent, and a pending refund was issued As of 11/**/at 11:27am, a refund of $was processed for this order, and make take up to to business days to reflect on the customer’s bank statement.Order was first scanned into *** on 11/**/2016, and did not arrive to RTR until 11/**/2016, resulting in late fees of $Customer had reached out to Collections via phone, and on 11/**/a Collections associate returned the call but did not directly reach the customer A voicemail was left for the customer on 11/**/ On 11/**/16, customer was contacted by Collections about the late fees Collections associate stated that customer was charged late fees because the package was due for an initial pickup scan via *** on 11/**/and was not scanned in until 11/**/ This made the order days late, which means the customer had accrued a total of $ Collections informed the customer that RTR does not recommend leaving returns in the hands of a third party (hotels, friends, manager, mail room, etc) Customer originally stated via email on 11/**/that the return was put in the hands of the *** man who picks up daily at customer’s place of employment: *** *** *** *** *** *** *** *** ** on 11/*/ This may have delayed the return as this *** driver may not have scanned it in right away, etc Collections has made this solution final, customer will not be issued a refund for the late fees Customer was given a refund for the rental since they arrived in less than pristine condition and were not worn to the customer’s event, but a refund will not be issued at this time for the late fees.RTR’s late fee policy is stated in the terms of service:LATE FEES If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee)The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is lateIf you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.PAYMENT OF 200% RENTAL VALUE RTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costsIf you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kindFor the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time deliveryWhen a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our businessBecause our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returnsWe rely on our customers to return our products on time so that we can continue to fulfill orders for other customersPlease review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.Returning Products- The date to send back your rental items is stated in your online invoiceIn order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the RunwayThe return service provider is ***.- You must deliver the products to a *** 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 timeRent the Runway will not cover additional fees incurred due to international shipping- Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred

On July ***, 2015, Rent the Runway made an exception to reduce the non-return fee on one of the dresses in the customer’s order, (the “Fifth Avenue “Showstopper Dress”), to 100% of the retail valueRent the Runway never told the customer that they would reduce the non-return fee on the other item in her order, the “Noni romper”, and charged the customer 200% of the retail value, as per the company’s non-return policyAll retail values are displayed below. Rent the Runway let the customer know that the total charge would be $plus tax, which totals to $On August ***, Rent the Runway made an exception and refunded the customer in the amount of $for the taxes on her non-returned items, as she requestedRent the Runway considers this matter resolvedRetail Costs:Fifth Avenue Showstopper retails for $750Noni Romper retails for $

Customer placed an order through Unlimited Subscription for Blue Lovely Duo Gown on 6/*/16. Customer was unhappy with color of the dress, customer stated that dress was not as bright cobalt as customer had hoped. Customer requested to cancel Unlimited due to this experience.
Customer was followed up with by Unlimited Specialist, who offered a $promotion code as one time exception to use on a classic 4-day rental so customer could receive a new item in time for event Customer decided to keep Unlimited Subscription, the Unlimited Subscription is still active as of 12/**/2016. This case has been resolved

The customer placed an order with Rent the Runway on November *, for one dress in two sizes, totaling $charged to 11/**/The 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,
which are stated below As of 12/**/2015, it was confirmed that the customer had not returned the dresses back to Rent the Runway, resulting in the late fee charges of $to the credit card on fileAfter communication with the customer and launching an investigation with *** regarding the *** Drop Box where the client returned the package, on 12/**/2015, Rent the Runway has refunded the customer the $of late fee chargesThis case has been marked as resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On December ***, Rent the Runway collections department noted the return scan on the customer’s order ***, and concluded that the Green Light Dress in sizes and had not yet been returned to Rent the Runway, and that the customer would be charged a late fee, per the late fee policyThis resulted in a charge of $to the credit card on file.On December ***, the customer e-mailed Rent the Runway collections department, stating that the dresses were returned on time on November *** and providing a time stamped photo of her return to a *** drop box, making the customer’s return within the valid time frame to not receive late feesThe collections representative responded requesting details of the customer’s return.On December ***, the customer provided the requested details and the collections representative responded to confirm that a one time exception would be made to refund the late fee charges assessed in the amount of $due to the fact that the *** Drop Box in question has been flagged as unreliable in our systemThis case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the late fee policy can be found belowAll customers are required to agree to these terms before renting.In the terms and services, Rent the Runway outlines the Late Fee Policy which states the following:“Late FeesIf you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee)The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is lateIf you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.Payment of 200% Rental ValueRTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costsIf you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kindFor the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Rent the Runway also explains the Late Fee Policy on page of the “Shipping: Delivery & Return” section of their FAQ page. Which states the following:Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time deliveryWhen a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our businessBecause our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returnsWe rely on our customers to return our products on time so that we can continue to fulfill orders for other customersPlease review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.” Returning Products- The date to send back your rental items is stated in your online invoiceIn order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the RunwayThe return service provider is ***.- You must deliver the products to a *** 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:
The business claims that they made sufficient efforts to inform me of the charges against my accountThey did notWhile I opted out of non-transactional emails, charges in the amounts of hundreds against my account are clearly transactionalIf I had been aware of the charges against my account I would have ceased doing business with themAdditionally, the charges are not listed anywhere in my account history onlineIn fact, the only evidence I have that they ever charged me is on my credit card billThis is incredibly misleading and non-transparent. The business claims that they sufficiently informed me of the late feesAgain, this is not the case. There are two places where they mention the size of the late feeThe first is at the bottom of very long email that they sent meThe top of the email is simply a confirmation that the package was sent, and in fact the design of the email makes it necessary to scroll quite far before this information is displayedTherefore I didn't know that there was any important information contained in that email and did not see this informationPrecedent from cases against *** have ruled that fees of this nature must be prominently displayed, otherwise users are not considered 'informed'. The second location is buried within many pages of Terms of ServiceAgain, this is not clearly communicated to users and is difficult to understand, as it's in 'legalese'.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

he customer placed an order with Rent the Runway on December *, for one dress, totaling $charged to her credit card and $taken out of her Rent the Runway account in merchandise creditsThe customer placed the order to arrive on 12/**/with a return date of 12/**/Upon
checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. The customer contacted Rent the Runway on 12/**/to adjust her reservation to add one dressRent the Runway offers the second product or less expensive product in a rental at a reduced rate of $32.50, plus tax, for a 4-day rental and $52, plus tax, for an 8-day rentalA technical error prevented a Rent the Runway customer service representative from adding the dress to the existing reservationWith the customer’s permission, the representative cancelled the existing reservation and placed a new reservation to include both products that the customer requestedAt this time, the customer service representative waived the standard cancellation fee of $and provided a full refund to the customer’s credit card on file, $ A new order was place for which the customer was charged $for two dressesOne dress was later removed at the customer’s request and the customer was refunded in the amount of $On 12/**/the customer was further refunded in the amount of $The remaining charge was $110.61. Below is a detailed outline of the events and the conclusion of this interaction:On December ***, the customer placed an order on the Rent the Runway website for the Antonia Gown in size 4L and paid $92.11, using her credit card, and $56.24, using Rent the Runway merchandise credits in her accountUpon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. On December ***, the customer called Rent the Runway to adjust her reservationA Rent the Runway customer service representative encountered technical issues on the Rent the Runway internal site when she attempted to modify the reservationWith the customer’s permission, she cancelled the reservation, waiving the $late feeThe customer automatically received a full refund to the credit card on the file in the amount of $The customer service representative then placed a new order, on the customer’s behalf, for the Marsala Be Still Dress in size small, charging the customer’s credit card on file in the amount of $The representative then added the Antonia Gown in size 4L, charging the credit card on file in the amount of $The customer service representative then immediately processed a refund to the credit card on file in the amount of $39.75, leaving a total charge of $This is less than the correct charge of $to rent the Antonia Gown, $rental plus a 6% sales with a total of $174.90, and the Marsala Be Still Dress at the reduced rate of $plus a 6% sales tax with a total of $The promotion code that the customer requested was applied to the reservation to reduce the rate. On December ***, the customer called Rent the RunwayA Rent the Runway customer service representative removed the Marsala Be Still Dress and processed a refund to the credit card on file in the amount of $80.14, leaving a remaining charge of $for the Antonia GownThe correct charge for this dress is $The customer received a discount in the amount of $for this order. This case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the reduced rate backup product or dress can be found belowAll customers are required to agree to these terms before renting.In the terms and services, Rent the Runway outlines the backup products policy which states the following: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 our Website, for the same time period that You order the first Product; provided that the sizing guarantees and credits under Section 3(b)(1) shall not applyAny Backup Products must be returned together with the Product with which it was orderedThe terms and conditions of this Agreement also apply to any Backup ProductsWe may discontinue the availability of Backup Products at any time

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 resolvedHOWEVER, this company's communication with the customer is TERRIBLE I am only accepting this matter as resolved because my money was finally refunded But the point that is being ignored by them is that I was told by the representative that they would communicate to Collections to not place a hold on my account because THEIR company messed up and didn't send the return label They also sent two dresses to me missing the belt that was supposed to come with it
Sincerely,
*** ***

On December *** - Jan *** the customer placed a day classic rentalThe customer returned the order to a *** facility on time and the order was never received back to the RTR distribution centerThe customer was charged in late fees and is disputing this charge.Below is a
detailed outline of the events and the order they took place in:On December 20th the customer placed an order with Rent The Runway in the amount of $for a classic rental from December *** - January *** The customer dropped the package off at a *** drop box location on January *** 2016, Rent The Runway never received the packageOn 1/**/the customer was charged a $late fee in which is stated in our agreement if we do not receive an item back within the documented time lineThe customer was charged this fee daily from January 6th - January *** equally a total of $in late fee chargesThe customer contacted Rent The Runway Customer Service on January **, AT 11:AM to dispute these chargesThe customer provided Rent The Runway with the drop box location: UNION STATION ** *** *** *** *** *** ***, after launching an investigation with *** we have no further information on this dispute, we can confirm the customer did in fact drop this off at the *** drop box locationOn January *** 2016, the customer was refunded $back to the customers *** Card, the transaction between 5-business daysThis case has been confirmed as closed and all resolutions have been negotiatedPlease refer to our Terms and Conditions policies below: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

The customer placed two orders with Rent the Runway on June ***, for two dresses in each orderOrder *** contained two dresses totaling $Order *** contained two dresses totaling $The customer placed both of her rental orders to arrive on 6/**/2015 with a return
date of 6/**/Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which fully explains the company’s late return policy.Below is a detailed outline of the events and the conclusion of this interaction:On 6/**/2015, the customer called Rent the Runway’s customer service department, and spoke to a customer service representativeThe customer explained to the representative that her car was broken into, and the dresses from both Rent the Runway orders were stolen, and that the merchandise would not be able to be returned to Rent the Runway on the return dateThe representative told the customer to email the Collections department at Rent the Runway, because the customer service department has no authority over late or non-return ordersOn 6/**/2015, the customer emailed the Collections department at Rent the Runway to explain the situation, and that she would be unable to return the merchandise from the two orders on the return dateAdditionally, the customer offered to provide proof of the police report once it was filedOn 6/**/2015, a collections associate responded to the email stating that in accordance with the terms and conditions of the Rent the Runway Rental Agreement that the customer agreed to upon checkout, the customer would be liable for up to 200% of the retail value of any lost or stolen merchandiseThe Fifth Avenue Showstopper Dresses from order *** has a retail value of $and Noni Rompers from order *** has a retail of $268, which brought the total charge to $2,plus taxThe representative let the customer know this charge would be applied to the card on file, and to inform the Collections department again if the customer had any questions or concerns.On 6/**/2015, the customer replied to the Collections associate, stating the charge was unacceptable and that the customer would be disputing the charge.On 7/*/2015, the customer emailed the Collections department once again, attaching the police report from the incident to the emailThe customer asked if there was anything the Collections department could do to reduce the chargesOn 7/**/2015, a Collections associate responded to the email stating that a special courtesy would be made and the customer would only be charged 100% of the retail value of the stolen merchandise, totaling $plus taxThe customer responded to the email thanking the Collections associate and was satisfied with the agreed upon amountThis 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

Customer placed order to arrive on September ***, and return onSeptember ***, 2016. Customer returned order through hotel,resulting in late fees as hotel did not have *** pick up option.Customer agreed to Terms of Service at checkout which advises not toreturn via third party such as a hotel, as customer is stillresponsible for a timely return. Order was days late, customer wassent an invoice of charges. Customer was held responsible for latefees, case has been resolved. RETURNING MY ORDERLate Fee PolicyWhy on-time returns are importantWe take pride in meeting and exceeding the expectations of all of ourcustomers by providing an exceptional experience that begins with anon-time deliveryWhen a dress or accessory is not returned to us ontime by a customer, or is lost or stolen, it impacts our ability todeliver on our promises to other customers and it harms our business.Because our products are unique and not replaceable, we cannotpurchase additional products to fulfill orders due to late returnsWerely on our customers to return our products on time so that we canensure other customers will have their dress for their eventPleasereview our Late Fee Policy below which explains how to return yourrental products and outlines the late fees charged for late returns.How do I return my order?The date to send back your rental items is stated in your onlineinvoiceIn order to avoid a late fee:Send back the products you rented in the return packaging provided toyou by Rent the Runway.The return service provider for all orders is ***.Returns must be dropped off at a *** store located in the UnitedStates by p.mon or before the return date specified in yourorderThis ensures that your package will be scanned by *** by thenext day and returned to Rent the Runway on timeRent the Runway willnot cover additional fees incurred due to international shipping.Please note that you are liable for any late fees incurred, regardlessof any third party involved with the returnDo not leave your rentalswith any third party (hotel, mail room, friend) for return.If you lose the return packaging, you are responsible for returningthe item at your own expense by the expected return date, andproviding Rent the Runway with a tracking numberReturns should besent 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 $50.Late FeesIf you return your rental items late or do not return them at all, alate fee of $per day will be charged to the credit card you usedfor 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 youordered, plus applicable sales taxThis late fee is in addition tothe 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 oneorder, you will be charged $per day, not $per day in late fees.If you have not returned a rental item within days after the returndate, your late return will be considered a non-return and Rent theRunway will charge your credit card or debit card the maximum latefee, less any fees, plus applicable sales tax that you have alreadypaid

RTR RESPONSE:RTR offers or day classic rentals. Customer placed two orders as8-day rentals. One order was set to arrive on April ***, andreturn on April ***, 2016. The other order was to arrive on April*** and return on April ***. Customer rented the same dress in bothof these orders, customer believed it was a rental for weeks but wedo not offer classic rentals with this timeframe. Customer had placedseparate orders, and the order due to scan into UPS on April *** wasnot returned back to RTR until April ***, making it a late return.Customer was denied a refund by Collections. This case has beenresolved.RTR’s Late Fee Policy outlined in Terms of Service:LATE FEESIf you return the Products late or not at all, a late feeof fifty dollars ($50.00) will be charged to the payment card you usedto pay the Rental Fee or to any other payment card included in youraccount information that you have provided to RTR for every day thatyou are late returning the Products, and you agree to pay such latefees, up to an amount not to exceed 200% of the Retail Value plusapplicable sales tax (plus the Rental Fee)The late fee is payablefor each order of Products that is not returned when due, not for eachProduct that is the subject of the order that is lateIf you have notreturned a Product within twenty (20) days after the return date forthe Product, your late return will be considered a non-return and RTRwill charge your payment card the maximum late fee set forth in thisSection 2(B), less any late fees that you have already paid, plusapplicable sales tax

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 tried to work with this business by accepting their more reasonable charge for the stolen dresses even though I still felt that it was unreasonably high, considering that the dresses are used dressesCustomers wouldn't be renting dresses if they could afford to pay full price for the dress, which is the bulk of the consumer population that Rent the Runway is servingWhen they reduced the amount, I was already grateful and tried to work with them, but as you can see from the email exchange below I refused to pay anything over the amount of $1286, which was 100% of the dressesHowever, Rent the Runway disregarded my email and charged me $1398.53, which is $more than the total cost of the dresses. I think it's unreasonable for a large company to nickel and dime a customer (who has been loyal, historically never lost an item, or returned anything late) for the extra dollar amount of $112, and I just feel that is ethically wrongI was already agreeing to your high charges of 100% for dresses that I don't even get to have because they were stolen among so many other valuable items I took on my trip before my weddingBut for this business to be so insensitive and not understanding at all to my situation which was beyond my control, and then try to charge me an extra $even if it is for tax, is just wrongPlease see email exchange below for reference
On Jul **, at 12:32PM EDT "Collections" wrote:** *** *** *** ** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** *** ** *** ** *** *** *** ** *** ***
*** *** *** **e Jul ** (days ago)to CollectionsThank youI really appreciate you working with me in this already terrible situationI've been a good customer with your business, and have never damaged any dresses that I've rented or returned anything late. This is definitely more of a reasonable charge for a situation that was out of my controlI take really good care of things and it is just unfortunate that someone would shatter our car window and steal from us. The total charge of $is authorizedThis dollar amount should already include all taxesI do not authorize any additional dollar amount that exceeds $1286.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Customer placed order #*** to arrive on May ***, and return on May ***, 2016. Customer agreed to RTR’s Terms of Service which outlines Return and Late Fee Policy at checkout. Customer was charged $because tracking showed that the order was dropped off and scanned on May
***, 2016, making it a late return. Collections asked customer to verify the exact address of the drop off location used for the return and the approximate date and time it was left there to further look into this situation. Customer did not respond to Collections with this information. Late fees were not refunded. This case has been resolved Late fee policy outlined in RTR’s Terms of Service: LATE FEESIf you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee)The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is lateIf you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax