Morgan's Tree Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Company failed to provide promised service. I received two filthy dresses that could not be worn to my event. I promptly contacted RTR customer service to inform them of this and was told to email pictures of the dresses, return dresses at my earliest convenience and I would receive a refund. Instead of being simply refunded for the filthy dresses and RTR not fulfilling their business obligation of providing their promised service, they fraudulently charged me a day late return fee for service that was not rendered at all. Dresses were picked up by *** on time on 11/*. Instead of not inconveniencing me as a customer even more for not fulfilling their service, they charge me over $for a service they DID NOT PROVIDE
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The customer placed an order with Rent the Runway on July ***, for one dress and one clutch, totaling $charged to her credit card and $taken out of her Rent the Runway merchandise creditsThe customer placed the order to arrive on 7/**/with a return date of 7/**/Upon
checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below As of 08/**/2015, it was confirmed that the customer had not returned the clutch 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 internal investigation on the package, on 9/*/2015, Rent the Runway has 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:On August ***, Rent the Runway collections department noted the return scan on the customer’s order ***, and concluded that the Silver Lattice clutch had not yet been returned to Rent the Runway, and that the customer would be charged a late fee, per the late fee policyThis resulted in a charge of $to the credit card on file.On September ***, the customer called Rent the Runway customer service, stating that the clutch was returned on time on July ***, 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 she would email the collections department with the customer’s case and informationOn September ***, the customer service representative emailed the collections department on behalf of the customer.On September ***, the customer called Rent the Runway customer service once again, stating she had not received a response from the collections department about the late fee inquiryThe customer service representative apologized, and stated that a Rent the Runway promotion code would be sent to the customer via email for the inconvenience of the delayOn that same day, the customer service representative emailed the customer with that promotion code.On September ***, the collections department emailed the customer asking for details of the return of the items to further investigate the package, and the late feesThe customer responded back with details of the return, and requested a refund of the $late fees that had been incurred.On September ***, the collections department responded to the customer stating that the internal investigation had been finalized, and the customer would be refunded the late fees on fileAt 7:30pm on 9/*/2015, the customer was refunded the late fee of $and all negotiations have been finalizedThe customer thanked the collections department for the refund.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 ***.- You must deliver the products to a *** store located in the United States by p.mon or before the product return date specified in your orderIf you do this, your package will be scanned by *** by the next day and returned to Rent the Runway on time.- Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred.- If you lose the return packaging, you are responsible for returning the item at your own expense by the expected return date, and providing Rent the Runway with a tracking numberReturns should be sent to the following address: Rent the Runway*** *** ***
*** ** ***Late Fees- If you return your rental items late or do not return them at all, a late fee of $per day will be charged to the credit card you used for the order (or to any other credit card included on your account)You will be charged up to 200% of the retail value of the products you ordered, plus applicable sales taxThis late fee is in addition to the rental fee for the products.- The late fee is payable for each order that is not returned when due, not for each productFor example, if you rented two items in one order, you will be charged $per day, not $per day in late fees.- If you pay us an amount equal to 200% of the retail value in late fees and you still have the product in your possession, the product is yours to keep.- If you have not returned a rental item within days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid

Customer emailed RTR on 7/**/20** at 10:48am to see if it was possible to move her 1pm appointment for the same day at the Georgetown showroom to a later time. Customer Experience Team had to confirm with store location if this request could be accommodated. Customer service Team
confirmed that appointments at 2pm and 3pm were not available, but the next available appointments would be at 5pm Customer emailed the following day to share negative feedback regarding the rescheduling experience and asked for a refund for the fees. Customer’s email was forwarded to Georgetown’s Retail TeamCustomer received a response from Retail Team, stating that a stylist made an attempt to call customer when initial request was received, but could only reach voicemail. Retail Team apologized for delay in response and explained it was due to a very busy Saturday in storeRetail Team went on to explain that the appointment fees could not be refunded because the cancellation policy is outlined in the appointment email confirmation, and this would be considered a no-show. Retail team offered to help customer reschedule the appointments for another time. Customer was also given a 50% off promotion code to use towards next rental due to this experience Case has been resolved

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*** *** *** *** ** *** ** *** * *** * *** *** ** *** ** *** *** *** *** *** *** *** *** *** ** *** *** ** *** ** ** *** ***. RTR RESPONSE Customer placed order *** on 1/**/including dresses, two accessories, and a seamless bra for delivery on 1/**/When the seamless bra did not arrive along with the rentals on 1/**/17, the customer contacted Customer Service on 1/**/expressing her frustration with the delay and was instructed to keep the item in addition to a refund The customer was also offered a full merchandise credit for the rentals which does not expire and can be used at any time The customer contacted Customer Service again on 3/**/looking to receive a refund and confirmed that she had filed a chargeback claim with her banking institutionAfter further review the customer was refunded by management for the full amount of the order ($179.23) and she can expect to receive this refund within 3-business days This case has been resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I do NOT accept, nor understand what has the previous charge (refunded, btw), has to do with anything,
business has acknowledged not to have any records of me, my address, or many thing else, yet they will gladly charge my card and keep my money??? That is called STEALING, and I have contacted my financial institution to do a CHargeback and will post on all social media the kind of crooks this business is run by!![Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

Customer placed order to arrive on June 16th, and return on June ***, 2016. Customer agreed to RTR’s Terms of Service at checkout which outlines Late Fee and Return Policy Customer received notice from RTR Collections Department regarding late fees on 6/**/16. Customer
responded and stated the dropbox location used to make return. Return tracking never updated in ***’ system, making this order untrackable. Customer was advised to follow up with *** and dropbox location. Customer was informed that after days of no return, it will be considered unreturned/lost and customer will be responsible for the charge Customer was provided the correct order number and *** tracking number for records. Order did not arrive back to RTR. Customer was charged $489.96, this case has been resolved Late Fees: If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee)The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is lateIf you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax PAYMENT OF 200% RENTAL VALUE RTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costsIf you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kindFor the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B)

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* *** *** * RTR Response:Customer placed order to arrive on December ***, and return on January ***, via *** RTR’s Late Fee Policy is outlined in RTR’s Terms of Service agreed to at checkout Customer’s order did not have any return scans via ***, so customer was charged $in late fees since the order was days late Upon further review, Collections Team Lead contacted customer and left a voicemail on 02/**/to let customer know that a full refund would be issued RTR apologizes for the situation and for the late notification from RTR that the items had not been initially scanned in as returned Customer has been fully refunded Case has been resolved

RTR RESPONSE: Customer emailed RTR’s Collection department on 11/**/because customer’s items were stolen from her car Customer had agreed to Terms of Service regarding policy for stolen items Customer was told by Collections that customer would be charged the initial retail value
at 70% RTR Unlimited FAQ regarding lost or stolen item:WHAT HAPPENS IF I LOSE OR DAMAGE AN ITEM?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.RTR cannot change policy, customer is responsible to pay for the stolen items

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is still unsatisfactory to me. I was misled by the salesperson at the time of the rental if this is their policyHowever, I'm tired of dealing with them and definitely won't be using their services again. Please consider the matter has been resolved
Sincerely,
*** ***