Morgan's Tree Service

Response: Remaining Unlimited Item has been removed from the customer’s QueueWe have gone into her account and manually removed her from our advertising/alert emails

RTR RESPONSE:Customer became an RTR PRO member on 7/**/16, which is a membership for $that automatically renews each year It provides customers with free standard shipping and insurance on classic rentals RTR launched a new feature for PRO members to receive 15% off discounts on
classic rental ordersThis launched to a percentage of customers on 7/**/ An email was sent out to customers on 10/**/regarding the change made to remove this feature due to customer feedback Customer reached out to RTR via chat on 01/**/to inquire why customer was not being offered 15% off an order about to be placed Customer was informed via chat that RTR no longer offers this discount perk for PRO members Customer was unsatisfied with this change via chat and requested to cancel PRO membership renewal Customer’s membership will remain active until 7/**/2017, but customer’s membership will not auto-renew nor bill customer on this date.RTR provided customer with a promotion code for 15% off a future order as an exception Customer was intending on using 15% off code towards a clearance item, but promotion codes are not valid on clearance items Customer was told via chat that clearance items do not apply with any promotion codes Customer would not have been offered 15% off on a clearance item even if the PRO membership still offered this feature, as 15% off only applied to classic rental orders.Customer had placed three orders after the change was made on 10/**/ Customer did not receive 15% off for these three orders, so customer was aware that RTR was no longer offering this perk to members Customer’s PRO membership renewal has been cancelled as requested, and customer has been provided with a 15% off promotion code to use towards a future rental with RTR.This case has been resolved

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*** *** ***RTR RESPONSECustomer placed Order *** on 4/*/for two clearance itemsPer 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 7/*/stating that the necklace had broken while in her possession and was informed of the final sale policy by Customer ServiceOn 7/**/customer was contacted by management and offered a reimbursement of up to $for any repairs made to the necklace.This case has been resolved

Revdex.com:
I'm glad they had the decency to refund me the $unreasonable dollars they charged me in the first place.I have reviewed the response made by the business in reference to complaint ID ***, 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 have determined that my complaint has NOT been resolved because:
I am glad I got my refundHowever, I would like Rent the Runway to admit that their return policy is flawed when it comes to returning dresses on a NATIONAL HOLIDAYIt is 100% not my fault that *** did not pick up the package until days laterI refuse to let Rent the Runway claim that I did not return the dress until 11/**I returned the dress to a VERIFIED *** BOX ON NOVEMBER ***, The address of this box is *** *** *** *** ** ***. I have (again) provided time-stamped photo proof that I was at this *** drop off location before noon on 11/**/15.Please fix your FLAWED RETURN POLICY IF YOU ARE GOING TO GIVE A DRESS RETURN DATE ON A NATIONAL HOLIDAYI am disgusted with this company
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The customer placed *** order with Rent the Runway on August ***, for one dress item, totaling $to the card on fileThe customer placed the order to arrive on September *** with a return date of September ***Upon checkout, the customer agreed to Rent the Runway’s Terms and
Services, which are stated below.As of September ***, it was confirmed that the customer had not returned the Judith Dress back to Rent the Runway, resulting in the late fee charges of $to the credit card on file.After communication with the customer, the collections department will finalize all communication with the customer determining the final amount of late fees that will be charged to the card on file.Below is a detailed outline of the events and the conclusion of this interaction:On September ***, Rent the Runway collections department noted the return scan on the customer’s order ***, and concluded that the Judith Dress 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 fileThe collections department emailed the customer on September ***, outlining the details of this late fee charge and the policy that determined the amount of the charge.On September ***, the customer emailed Rent the Runway collections department, stating the dress was dropped off with a *** drop box on September ***, the original return dateThe customer called the collections department twice, and left voicemail messages with no responseOn September ***, the customer emailed the collections department again, demanding a response to the email that was previously sentOn September ***, the collections department responded to the customer’s email, stating that they would need the exact location of the *** drop box to further investigate the packageOn September ***, the customer emailed the collections department in response, inquiring why it took a delayed period of time to receive a response from that department, and the customer did not include the *** location information, further delaying the resolution for the customer.On September ***, the collections department responded, apologizing for the response delay, stating that the email servers were down, and that they still needed the *** drop box location information to begin an investigation on the packageThe collections department did not receive a response to this email from the customer.On September ***, the customer additionally emailed Rent the Runway customer service department, stating the case and that she had returned the items on the original return date of September ***The customer service representative responded to the customer stating that the collections department handles all late fee inquiries and that the customer should reach out to that department once againThe customer service representative stated that the customer service department does not have authority in refunding late fee chargesThe customer did not respond to that email.On October ***, the collections department emailed the customer once again, requesting the *** drop box location information to begin a *** investigation on the packageThe collections department stated that they needed this information to investigate and consider refunding any late fees that the customer has incurredThe collections representative stated that the department was more than happy to look into this issue for the customerThe collections department never received a response from this customer. After multiple attempts to reach out to this customer, the customer has not responded to the collections departmentThe collections department will handle any further communication with the customer in the case that the customer reaches back out to the collections departmentThis 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

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*** ***RTR Response:The customer placed an order with Rent the Runway on July **, 2016, for the “Jet Black Dress” in two sizes (and 8), 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.On November ***, at 10:18amthe customer was notified that the Jet Black Dress in size was no longer available due to being returned late or in poor condition The customer then responded with replacement options, and the Pave Trim Dress was added in size as a replacement The customer was notified again regarding the size becoming unavailable due to the same circumstance, so the customer responded with her replacement choicesTotal of dresses were sent to the customerCustomer emailed Customer Experience team again on 10/**/to inform that the return was made to a dropbox location that would not be picked up until that Monday10/**/ Our Terms of Service allow customers to make returns the following business day if their rental ends on a Sunday or *** holiday Customer emailed our Collections team on 10/**/referencing this order Customer was concerned about *** not picking up the package from the dropbox location and therefore not being scanned in Collections responded and an investigation was launchedInvestigations with *** take up to 4-business days Customer was informed of this but continued to contact Collections asking for an answer regarding the whereabouts of the dresses Customer has not been charged for the dresses not yet being returned and many notes have been left on the account regarding the investigation and fees Investigation is still open with Collections and the customer will be notified when the investigation closes

The customer placed an order with Rent the Runway on November **, for one dress in two sizes, totaling $charged to her credit cardThe 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 belowOn 11/**/2015, the customer contacted Rent the Runway to request a return shipping labelA customer service representative confirmed that a label would be sent via email within hoursAs of 11/**/2015, it was confirmed that the customer had not returned one of the items to Rent the RunwayThe customer began to incur pending late feesOn 12/**/2015, the item was still not returned, resulting in late fee charges of $to the credit card on fileAfter communication with the customer and a Rent the Runway internal investigation on the order, on 12/**/2015, Rent the Runway refunded the customer the $of late fee charges as a courtesyThis 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:The customer placed an order with Rent the Runway on November **, for one dress in two sizes, totaling $charged to her credit cardThe 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 belowOn November ***, the customer contacted Rent the Runway to request a return shipping labelA customer service representative confirmed that a label would be sent via email within hoursAs of November ***, it was confirmed that the customer had not returned one of the items to Rent the RunwayThe customer began to incur pending late feesOn 12/**/2015, the item was still not returned, resulting in late fee charges of $to the credit card on fileThe customer received an email, a notification of this chargeOn December ***, the customer contacted the Rent the Runway Collections department to inquire about the late feesOn December ***, a representative of the Rent the Runway Collections department responded to the customer’s inquiry, confirming that an item had not been returned and that late fees had been charged in accordance with Rent the Runway’s Terms and ServicesThe customer responded to inform the representative that she did not receive the return shipping label and requested a callThe Rent the Runway Collections representative confirmed that they would call the customer the following day between 9:a.mEST and 5:p.mESTOn December **, the customer responded to the late fee charge notification email, to request that a Rent the Runway Manager call herOn December **, a Rent the Runway Manager called the customer to discuss this order and late fee chargesThe Manager contacted the Collections Department on the customer’s behalfThe Manager spoke with the customer again to confirm that the late fee charges would be refunded once the item in question was returnedThe customer confirmed the tracking number for the return shipment of the itemThe Rent the Runway Collections department then processed a full refund of the late fee charges in the amount of $to the credit card on fileThis 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)

The customer placed an order with Rent the Runway on November 1, for one dress in two sizes, totaling $charged to 11/26/The customer placed the order to arrive on 11/23/with a return date of 11/26/Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below After looking into the *** data it is confirmed that customer returned the order on 11/30/but the merchandise was not received back to Rent The Runway After communication with the customer and launching an investigation with *** regarding the *** Drop Box where the client returned the package, on 12/15/2015, Rent the Runway has refunded the customer the $of late fee chargesThis case has been marked as resolvedFor reference, the sections pertaining to the late fee policy can be found belowAll customers are required to agree to these terms before renting.In the terms and services, Rent the Runway outlines the Late Fee Policy which states the following:“Late FeesIf you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee)The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is lateIf you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.Payment of 200% Rental ValueRTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costsIf you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kindFor the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Rent the Runway also explains the Late Fee Policy on page of the “Shipping: Delivery & Return” section of their FAQ page. Which states the following:Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time deliveryWhen a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our businessBecause our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returnsWe rely on our customers to return our products on time so that we can continue to fulfill orders for other customersPlease review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.” Returning Products- The date to send back your rental items is stated in your online invoiceIn order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the RunwayThe return service provider is ***.- You must deliver the products to a *** 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*** *** ***
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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

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

Customer placed order #*** for the Evil Eye Minaudiere to arrive on 6/*/and return on 6/**/2016. This item was received eight days
later than the actual return date of 6/**/2016. The customer was charged $859.85 for the Unlimited items in order #***. Customer had cancelled membership, and all outstanding items were to be returned by 5/**/to avoid the 70% retail value charge of the itemsCustomer had disputed charges, so Collections was unable to extend a refund for either charge This case has been resolved Late fee policy outlined on RTR’s Terms of Service agreed to at checkout by customer, as well as Unlimited FAQ regarding unreturned items: Your monthly fee includes insurance for minor mishaps and general wear and tearSignificant damage, lost items and theft are not coveredIn those cases, you’ll be charged 70% of the retail price of the items 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 find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, *** ***

RTR RESPONSE:Customer’s order was delivered on Friday, 02/**/at 1:P.M Customer contacted Customer Experience Team via Live Chat on 02/**/to inform RTR that customer’s dresses arrived without the adjustable beltCustomer requested for RTR to deliver a different dress or the missing belt on Monday, 02/**/before customer’s event, but was told the earliest a new item would arrive would be 02/**/ RTR cannot ship new shipments out on Saturday’s to arrive on Monday’sCustomer was offered a full refund if the order was returned unworn Customer informed RTR that the dress would be worn Customer is not eligible for a full refund as the merchandise will be worn to the event.This case has been resolved

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

RTR RESPONSE Customer placed Order #*** on 10/*/for delivery on 10/**/Due to a non-return by the previous renter, the customer’s primary size was not available for delivery on the desired dateTo ensure that the customer was able to receive an additional option in time for her
event, RTR sent a replacement style in place of this item and emailed the customer on 10/**/informing her of the sudden changeOn 11/*/a member of the Customer Experience management team reached out to the customer to express our sincerest apologies for the poor experience and offered a promotion code for the customer’s next rentalRTR would like to, again, apologize for any inconvenience this may have caused and appreciate the customer’s feedback regarding our service, as we are always looking for ways to improve and optimize our businessThis matter has been resolved

Customer placed order on 9/**/and agreed to Terms of Service at checkout. Terms of Service outlines cancellation policy: 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 $ Customer cancelled order on 10/**/2016, resulting in merchandise credit less the cancellation fee of $ As this is RTR policy, customer’s request for a credit card refund was declined. This case has been resolved

Customer contacted Collections regarding late fee charges on 5/**/2016. Customer did not switch out return label on package, so the order was re-routed back to customer instead of arriving to RTR on time. Customer was informed by Collections on 5/**/that each rental is provided with
a return label and instructions regarding the shipping. Collections denied a refund for late fees, case has been resolved Late Fee policy was agreed to at checkout in Terms of Service: The date to send back your rental items is stated in your online invoiceIn order to avoid a late fee: Send back the products you rented in the return packaging provided to you by Rent the Runway The return service provider for all orders is *** Returns must be dropped off at a *** 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 products The late fee is payable for each order that is not returned when due, not for each productFor example, if you rented two items in one order, you will be charged $per day, not $per day in late fees If you have not returned a rental item within days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid

RTR Response As of 5/**/we have not yet heard back from the customer regarding additional information provided by ***, or the status of the itemsIn the interim, we have continued to halt the accruing late fees while the customer works with us to resolve this matterOnce the matter has been resolved and the items returned to RTR, we are happy to further discuss reimbursement for the late fees chargedHowever, as the items have not been received and are interrupting the rentals of other customers, we are unable to process the customer’s request at this time