Morgan's Tree Service

Response: Customer *** *** placed the Order *** for the Anjelica Gown in size 4L on 9/**/at 4:49pm for rental Sep *** - Oct *** She paid $for this on her *** card, ending in ***She then cancelled this order on 9/**/at 9:17pm*** was issued
$in merchandise credit to her Rent the Runway account, available to use immediatelyThis is in accordance with our rental agreement, which must be agreed to by the customer at each check outVerbiage of this agreement is stated below: CANCELLATION POLICYYou may cancel your rental order subject to the following cancellation fees and policies: If you cancel thirty (30) or more days in advance of the delivery date, there is no cancellation fee and you will receive a full refund issued to the payment card you used for the order.If you cancel less than thirty (30) days but more than fourteen (14) days in advance of the delivery date, you will not receive any refund, but you will receive a full credit to your RTR account for the Rental Fee associated with the cancelled orderThis credit can be applied to any future RTR rental.If you cancel fourteen (14) or fewer days in advance of the delivery date, you will receive a credit to your RTR account for the Rental Fee associated with the cancelled order, minus a cancellation fee of $9.95.We have accommodated this customer according to our policyWe will not be making any further accommodationss why here

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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RTR RESPONSE:Customer has been reached out to regarding order #***Customer placed order as a classic 4-day
rental due to receiving misinformation regarding the Unlimited in-store experience RTR has reached out via phone and email to apologize about this, and customer has been refunded in full for this order.This case has been resolved

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RTR RESPONSECustomer placed Order #*** on 9/**/for delivery on 10/*/When the order did not arrive in time for her event due to carrier delays, the customer was promised a full refund once the order was received by RTRUnfortunately, the refund was not processed until days after the order was received by RTRWe sincerely apologize for the inconvenience this may have caused for the customer and have issued additional compensation should the customer choose to rent with us again.This matter has been resolved

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RTR RESPONSE:Customer placed order #*** to arrive on 11/**/and return on 11/**/ Customer agreed to Terms of Service at checkout, which outlines late fee and return policy RTR’s return service provider is ***, which is mentioned in Terms of Service and FAQ’s as well as on the return label provided in this shipment Customer returned order via ***, which resulted in order being re-routed to customer’s sister’s address Customer claims that customer brought shipment to ***, but they informed her to return via *** Collections department advised that this most likely occurred because customer did not swap out return label with RTR’s *** return label and left original shipping label on the package, resulting in the re-routeOrder was eventually correctly sent back to RTR, but was days late resulting in late feesCustomer had accrued $in late fees and Collections was willing to waive the remaining balance of $ Customer contacted RTR Collections Department via email on 12/*/and Collections Team outlined charges Customer was charged $in total Collections offered a partial refund of $ However, a full refund could not be honored as requested due to the policy being outlined at time of checkout Customer did not respond to the Collection Department’s last email in regards to this partial refund offer.RETURNING MY ORDERLate Fee PolicyWhy on-time returns are importantWe 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 $50.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

The customer placed order *** with Rent the Runway on August ***, for four accessory items, totaling $The 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 four accessory items back to Rent the Runway, resulting in the late fee charges of $to the credit card on file. After communication with the customer and a Rent the Runway investigation with *** on the package, 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 group ***, and concluded that the Crystal Cambon Pearl Bracelet, Victorian Crystal Statement Necklace, Petite Peacock Pearl Earrings, and Petite Crystal Tear Earrings 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 called Rent the Runway customer service, stating that the accessory items were returned on the original return date, Sunday September ***, making the customer’s return within the valid time frame to not receive late feesThe customer service representative stated that the collections department handles all late fee inquiries, and that the customer would have to reach out to the collections department for any potential refund of these late fees.On September ***, the customer emailed Rent the Runway customer service, stating she had left a voicemail for the collections department about the late fee inquiry but had not received a responseThe customer service representative stated the late fee policy and that the collections department would need to handle this inquiry, and the representative provided the customer with the collections department information.On September ***, the customer emailed the collections department stating that the items were returned on the original return date, and requested a prompt responseThe collections representative responded to the customer stating that the collections department needed the *** drop box location details from the customer so that a *** investigation could be launchedThe customer responded with the details of the *** drop box location, and then sent a second email with an updated *** drop box location, as the first one that was sent to the collections department was incorrect.On October ***, *** tracking states that Rent the Runway has launched an investigation on the package to determine the location of the packageThe collections department must wait until the investigation is finalized to continue all communication with the customer determining any refund of the late fees charged to the card on file.As of October ***, 2015, the collections department will continue all necessary communication with the customer, and the case with the customer service department has been marked as closed.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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*** ** ***4Late 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 on September ***, 2016. Customer returned order through hotel, resulting in late fees as hotel did not have *** pick up optionCustomer agreed to Terms of Service at checkout which advises not to return via third party such as
a hotel, as customer is still responsible for a timely return. Order was days late, customer was sent an invoice of charges. Customer was held responsible for late fees, case has been resolved RETURNING MY ORDER 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 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 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 *** *** ***
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*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 was given a full refund for late fees on 6/**/16. Customer had cancelled card associated with refund, so Collections Department advised customer to contact bank to have the funds transferred to customer’s updated card This case has been resolved

The customer contacted Rent the Runway on 11/**/to notify us that a charge was placed on her credit card erroneously by Rent the RunwayRent the Runway could not find any record of the customer’s personal information or any details related to charges to the client’s credit cardRent the
Runway spoke with the customer directly to ensure that her concerns were addressed and elevated the inquiry to the Rent the Runway management teamIn response to this inquiry, Rent the Runway’s Chief Financial Officer reported that a store associate in the *** retail location had charged this customer’s credit card in errorThis store associate reached out to the Rent the Runway Finance team to report the error and ask that the customer’s credit card on file be refundedA manager on the Rent the Runway Customer Insights Team followed up with the Rent the Runway Finance Team and the customer to ensure that the customer was refunded and all of the customer’s personal information was removed from the Rent the Runway systemThis case has been marked resolved and the final solution has been negotiatedBelow is a detailed outline of the events and the conclusion of this interactionOn 11/**/2:p.mRent the Runway’s Chief Finance Officer reported that a store associate in the Rent the Runway *** retail location had mistakenly charged the customer’s credit card and contacted the Rent the Runway Finance Team to ensure that the customer received a refund11/**/5:p.mA manager on the Rent the Runway Customer Insights Team spoke with the customer regarding this matter and reached out to the Rent the Runway Finance Team to process a refund on the customer’s behalfThe customer expressed a preference in scheduling a phone call to process the refund via credit cardThe customer confirmed that they would like their account and credit card information to be deleted from the Rent the Runway system11/**/9:a.mRent the Runway’s Chief Financial Officer confirmed that Rent the Runway does not store any credit card information in the Rent the Runway systemRent the Runway relies on a third party vendor to store and charge credit cards to ensure that a data breach of Rent the Runway would not expose any customer credit card information11/**/3:p.mThe customer spoke with a Manager on the Rent the Runway Customer Insights Team and a representative from the Rent the Runway Finance TeamDuring this phone call, the customer was refunded in full and all of the customer’s personal information, including credit card information was removed from the Rent the Runway system12/**/10:AM The Rent the Runway Customer Insights Manager confirmed the phone call with the customer and the Rent the Runway Finance Team and that the customer was refunded and all personal information removed from the Rent the Runway systemThis case has been marked as resolved and the final solution has been negotiated

The customer placed a day rental with Rent The Runway on January *** at 11:AMThe rental period was from January 1*** - January ***On 1/**/the customer called Rent The Runway stating that she called earlier to request a return label and never received one and was now being charged a
late fee for the absence of her rentalBelow is a detailed outline of the events and the order they took place in: On January *** the customer received order number ***, a day rental which was due back to Rent The Runway on January *** Rent The Runway never received the dress until, February * Our rental policy states that for every day past the rental return date the customer will be charged $a day until the merchandise is received backThe customer reached out to Rent The Runway on 1/**/stating that she spoke to an agent who promised her a return label and never received one and was now being charged a late fee for the absence of her rentalThe agent contacted collections and the collections agent stated that the refund cannot be processed until the merchandise is back in the possession of Rent The RunwayThe customer was charged $in total, $dollars per day, from January *** - January *** The customer received the return label on 1/**/and sent the merchandise back to Rent The Runway on 1/**/at 9:A.MOn February *** 2016, the customer was refunded $in full back to her Credit Card, Rent The Runway received the merchandise back to headquarters on February *, at 10:AM.This case has been marked as closed and 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: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 UPS 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)

The customer placed an order with Rent the Runway on August **, for one dress in two sizes, totaling $charged to her credit cardThis order was part of a group of five orders placed by women in a bridal party for the same style dressThe customer placed the order to arrive on 12/**/
with a return date of 01/**/Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below On December ***, Rent the Runway notified the customer that we would not be able to fulfill her reservation because the products had been removed from our inventorySubsequently, Rent the Runway representatives notified the customer that other orders in the bridal party would not be able to be fulfilled due to the same issueDuring several discussions that day and the next with Rent the Runway representatives and a Manager on the Customer Insights Team, the customer was informed that Rent the Runway would work to identify replacements of the exact same dress but that they could not be confirmedThe Manager recommended that the customer select replacement dresses in case the original dress could not be sentA number of replacement styles were sent for the customer’s reviewThe Manager continued communication via email and phone over the next few days to keep the customer updated. On December ***, the customer was notified that replacement units of the original dress had been located and that all of the reservations in the bridal party would be fulfilledThis case has been marked as resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On August ***, the customer placed an order with Rent the Runway for one dress in two sizes, totaling $charged to her credit cardThis order was part of a group of five orders placed by women in a bridal party for the same style dressThe customer placed the order to arrive on 12/**/with a return date of 01/**/2016. On December *** at 5:p.mEST, Rent the Runway notified the customer, via email, that her order would not be fulfilled because the products had been removed from inventoryThe customer responded to this notification, requesting a solutionA Rent the Runway customer service representative responded, suggesting alternative styles and sizes. On December ** at 11:a.mEST, the customer confirmed the other orders for the bridal party and was informed that a Manager on the Rent the Runway Customer Insights Team was working to provide replacements for all of the affected ordersThe Manager recommended that the customer select replacement dresses in case the original dress could not be sentA number of replacement styles were sent for the customer’s reviewThe Manager continued communication via email and phone over the next few days to keep the customer updated. On December ***, the customer was notified that replacement units of the original dress had been located and that all of the reservations in the bridal party would be fulfilledThis case has been marked as resolved and the final solution has been negotiated

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matter are as follows:Complaint Involves:Billing or Collection Issues Customer’s Statement of the Problem:I have been a loyal customer for years with rent the runway for years including event rentals and being an unlimited memberI rented a dress 9/** for $for daysI returned the dress to a *** mailbox on the appropriate day (the same mailbox I’ve always dropped at) and suddenly last night I get a notice that I’ve been charged $in late feesI was charged $numerous times on 10/** and 10/**I didn’t notice these immediatelyThen I was charged $and $over the last days and I’m now down $for a $dress that I returnedIn addition to this I have had it happen MULTIPLE times in the past documented in your site that I returned it but you forgot the scan it and they found it after lookingAgain ~ a RTR errorDocumentedI called today to discuss and the lady in collections was rude and dismissive and didn’t listen to anything I was sayingI am so disappointed that a female run business would destroy a mother and Christmas for her three kids by not even giving the benefit of the doubt to a loyal established customer and at least check if the dresses are therePlease help meI am desperate for my money back and I promise I don’t have the dressIt was mailed back the day it was supposed to be. RTR Response The customer placed order # *** on 9/**/including two dresses for delivery on 10/*/our Rental Agreement, customers are to return all orders on the last day of their selected rental period, via *** store or drop box When the order was not received by *** or RTR on 10/**/(days after the rental ended) 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.When speaking with a Collections representative on 10/**/2017, the customer expressed that she had returned via *** and had never experienced any issues in the pastFollowing this conversation the customer spoke with a Collections manager and expressed that the order was returned via *** drop boxAs the order has still not been received by RTR, the customer was instructed to refrain from using the location going forward and issued a full refund for the fees charged This matter has been resolved

The customer placed an order with Rent The Runway for a day rental from December *** - December *** order #***The customer was charged to her *** CardThe customers return date for the rental, was December *** 2015. Rent the Runway relies on customers to send their
merchandise back by the end of their rental period, these are time sensitive rentals and mostly likely need to be sent out to another customer within a small time periodThe customer states that Fed Ex was the shipping company we use, unfortunately the shipping label we offered to the customer was ***UPS did not receive the package until 12/**/2015, two days past the due date of the customers rentalThis resulted in a $dollar late feeOn Monday January *** 3:PM the customer e-mailed in about an e-mail she received from Rent The Runway stating there was a charge made to the credit card on file for a $late fee, a collections team member answered the customer at 4:PM on January *** The collections e-mail states: Thank you for getting back to usYour order needed to be scanned in by 12/**, but wasn't postmarked until 12/**, making the order two days late.If you believe this is an error, please reply with the following information:Drop off date and approximate timeExact address of drop off locationDrop off method (exdrop box, store, third party)From there, we would be happy to look further into this matter and resolve it as soon as possibleIf you have any questions or concerns, let me know and I would be more than happy to help.Fashionably Yours,Rent the Runway CollectionsAfter this e-mail we have had no further communication with the customer, Collections offered to do an investigation involving this issue,we did not receive any further informationThis case has been marked as resolved and the final solution has been negotiatedFor reference, the sections pertaining to rental policies and returns is below:In the terms of services, Rent the Runway outlines: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.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 UPS 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:
The business has emailed me and agreed to refund my entire amount back to my credit card. I checked my account today and the refund has gone through.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. Thank you for your assistance
Sincerely,
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*** *** RTR RESPONSE: Customer placed 8-day rental order #*** to arrive on 12/**/ This order was due to be post-marked via *** on 01/**/ Customer agreed to RTR’s Terms of Service at checkout which outlines Late Fee Policy.Customer’s order was scanned back to RTR’s fulfillment center on 01/**/2017, making it a late returnCustomer was charged $in late fees Collections reached out to customer via phone on 01/**/but customer’s voicemail box is fullCollections has authority over late fee charges and has reached out to work with customer via phone and email.This case is still ongoing.RTR’s Late Fee Policy: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.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)

The customer placed an order with Rent the Runway’s Unlimited Subscription for delivery on May ***, 2015, for one dress, totaling $The Unlimited Subscription program is on a monthly payment basis, and the customer is charged $plus tax each month for membership, to have three items from Rent
the Runway in her possession at a timeIn order to receive a new item, an item must be returned back to Rent the RunwayThe one dress, named the Orchestration Gown, which was delivered on May ***, 2015, was never returned back to Rent the RunwayIf a customer cancels the Unlimited Subscription program, all items must be returned back to Rent the Runway by the return date in the membership agreementUpon checkout of each and every order with Rent the Runway, the customer agreed to Rent the Runway’s Terms and Services, which are stated below.As of 07/**/2015, it was confirmed that the customer had canceled the Unlimited Subscription program yet not returned the Orchestration gown back to Rent the Runway, resulting in the late fee charges of $to the card on file.After communication with the customer and a Rent the Runway internal investigation on the package, on 10/**/2015, Rent the Runway has refunded the customer the $in 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:On June ***, 2015, the customer emailed Rent the Runway customer service department to cancel her Unlimited subscription, stating all items in possession were returned to Rent the Runway, per the cancellation agreementOn June ***, 2015, a Rent the Runway customer service representative canceled the Unlimited membership.As of 10/**/2015, the Orchestration Gown had never been returned back to Rent the RunwayOn October ***, a collections department liaison emailed the customer, informing the customer that the card on file would be charged $According to the Rent the Runway cancellation policy, the return date for all final items was 7/*/2015, but Rent the Runway still had not received the returned merchandiseAs a result, the credit card on file associated with the Unlimited membership was charged 70% of the retail value of each outstanding item per the terms of the membership agreement.On October ***, the customer responded to the collections department, stating that the issue had been previously resolved and that the Orchestration Gown was in fact returned, and requested a refund of $for the late fee chargesOn October ***, the collections department representative emailed the customer in response, thanking the customer for the information and informed the customer that the refund would be processed shortly due to the inconvenience.On October ***, 2015, the customer was refunded the late fee of $and all negotiations have been finalized.This case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the late fee policy can be found belowAll customers are required to agree to these terms before renting.In the terms and services, Rent the Runway outlines the Late Fee Policy which states the following:“Late FeesIf you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee)The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is lateIf you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.Payment of 200% Rental ValueRTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costsIf you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kindFor the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Rent the Runway also explains the Late Fee Policy on page of the “Shipping: Delivery & Return” section of their FAQ page Which states the following:Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time deliveryWhen a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our businessBecause our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returnsWe rely on our customers to return our products on time so that we can continue to fulfill orders for other customersPlease review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.” Returning Products- The date to send back your rental items is stated in your online invoiceIn order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the RunwayThe return service provider is UPS.- You must deliver the products to a *** store located in the United States by p.mon or before the product return date specified in your orderIf you do this, your package will be scanned by *** by the next day and returned to Rent the Runway on time.- Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred.- If you lose the return packaging, you are responsible for returning the item at your own expense by the expected return date, and providing Rent the Runway with a tracking numberReturns should be sent to the following address: *** *** ***
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*** ** ***Late Fees- If you return your rental items late or do not return them at all, a late fee of $per day will be charged to the credit card you used for the order (or to any other credit card included on your account)You will be charged up to 200% of the retail value of the products you ordered, plus applicable sales taxThis late fee is in addition to the rental fee for the products.- The late fee is payable for each order that is not returned when due, not for each productFor example, if you rented two items in one order, you will be charged $per day, not $per day in late fees.- If you pay us an amount equal to 200% of the retail value in late fees and you still have the product in your possession, the product is yours to keep.- If you have not returned a rental item within days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid

RTR offers or day classic rentals. Customer placed two orders as 8-day rentals. One order was set to arrive on April ***, and return on April ***, 2016. The other order was to arrive on April *** and return on April ***. Customer rented the same dress in both of
these orders, customer believed it was a rental for weeks but we do not offer classic rentals with this timeframe. Customer had placed separate orders, and the order due to scan into UPS on April *** was not returned back to RTR until April ***, making it a late returnCustomer was denied a refund by Collections. This case has been resolved RTR’s Late Fee Policy outlined in 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

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October ***, 2016, for the “Stella Knit Dress ”in two sizes, which totaled $to the credit card on fileThe customer placed her rental to arrive on 10/**/with a return date of 10/**/Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return and exchange policy.Customer’s order arrived early, and customer called Customer Experience to request a size exchange on 10/**/ Customer was informed via voicemail that the replacement was not available as an 8-day rental It was booked as a 4-day rental (October *** through October ***) Customer sent back original dresses on 10/**/and they were received by fulfillment center on 10/**/and received replacement dress on time as scheduledCustomer emailed Collections Department on 10/** regarding being charged $in late fees due to the replacement dress not having a return scan on 10/**/ Customer was informed by Collections that Customer Experience reached out via voicemail to confirm the replacement sent as a 4-day rental Customer did not return this item on time.This case has been marked resolved and the final solution has been negotiated.Below is an outline of Rent the Runway’s late fee policy stated in Terms of Service: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

RTR Response RTR is committed to ensuring that all items are pristine and sanitary for all of our customersThe Director of Customer Experience has reached out to the customer directly to address of her concernsWe can also confirm that the customer has been reimbursed in fullThis matter has
been resolved

The customer placed an order with Rent the Runway on October ***, 2015, for the “Noir Timeless Love Gown”in two sizes, which totaled $to the credit card on fileThe customer placed her rental to arrive on 11/**/with a return date of 12/**/Upon checkout, the customer agreed to Rent
the Runway’s Terms and Services which explains the company’s cancellation policy.On November ***, at 1:PM the customer adjusted the rental period to start on 12/*/The customer then contacted Rent the Runway via phone at 1:PM to request a cancellation for a refund to her credit card because she was cancelling more than days in advance of her rental start dateThe call was escalated to a manager and as a courtesy was refunded in full $to the credit card on file.This case has been marked resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On November *** at 1:PM, the customer used the Self-Service Feature on the Rent the Runway website to adjust her rental period from November *** to December ***. On November ***, at 1:PM the customer called Rent the Runway and spoke to an associate about cancelling her order for a refund to the Credit CardThe associate informed the customer her order had just been adjusted and the original rental start date was within days so the cancellation would be for a merchandise credit to the customer’s Rent the Runway accountThe call was escalated to a senior manager, who reiterated the cancellation policyThe customer cursed at the manager and demanded executives’ contact information. At 2:PM, on November ***, another senior manager from Rent the Runway called the customer backThe customer continued to use profanitiesThe manager issued the refund as a one time courtesy to the credit card on file in the amount of $97.93.At 8:PM, on November ***, the customer emailed Rent the Runway stating a refund for the cancellation should not have been an issue, the refund should post to the bank account in business days, and that a claim had been filed with the bank and with the Revdex.com.At 11:PM, on November ***, a Rent the Runway representative responded to the email, stating the refund had been issued, and as a courtesy as the cancellation was within days of the original rental start date. On November ***, at 5:the customer responded stating that she was within the terms of our cancellation policy because “ delivery date isn't specified as to whether it's the original or not.This case has been marked as resolved and the final solution has been negotiated.For 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: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 $