Morgan's Tree Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. As of 9/**/16 today I received an email from RTR that I would get a full refund. I accept...

this resolution, however this was reached after I had to post on [redacted] and filed a Revdex.com compliant.  I don't know if it's within Revdex.com jurisdiction but RTR policies are predatory and should change.   I am happy to provide all documentation that is relevant, as I am being truthful and accurate.  
Sincerely,
[redacted]

The customer placed an order with Rent the Runway on November 1, 2015 for one dress in two sizes, totaling $51.12 charged to 11/26/2015. The customer placed the order to arrive on 11/23/2015 with a return date of 11/26/2015. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below.  After looking into the [redacted] data it is confirmed that customer returned the order on 11/30/2015 but the merchandise was not received back to Rent The Runway After communication with the customer and launching an investigation with [redacted] regarding the [redacted] Drop Box where the client returned the package, on 12/15/2015, Rent the Runway has refunded the customer the $108.88 of late fee charges. This case has been marked as resolvedFor reference, the sections pertaining to the late fee policy can be found below. All 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 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 late. If 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 costs. If 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 kind. For 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 2 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 delivery. When 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 business. Because our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returns. We rely on our customers to return our products on time so that we can continue to fulfill orders for other customers. Please 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 invoice. In order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider is [redacted].- You must deliver the products to a [redacted] store located in the United States by 12 p.m. on or before the product return date specified in your order. If you do this, your package will be scanned by [redacted] 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 number. Returns should be sent to the following address: Rent the Runway[redacted]
Late Fees- If you return your rental items late or do not return them at all, a late fee of $50 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 tax. This 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 product. For example, if you rented two items in one order, you will be charged $50 per day, not $100 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 20 days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid.

Revdex.com:
I'm glad they had the decency to refund me the $112 unreasonable dollars they charged me in the first place.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. 
Sincerely,
[redacted]

Customer placed order #[redacted] to arrive on May [redacted], 2016 and return on May [redacted], 2016.  Customer agreed to RTR’s Terms of Service which outlines Return and Late Fee Policy at checkout.  Customer was charged $347.50 because tracking showed that the order was dropped off and scanned on May...

[redacted], 2016, making it a late return.  Collections asked customer to verify the exact address of the drop off location used for the return and the approximate date and time it was left there to further look into this situation.  Customer did not respond to Collections with this information.  Late fees were not refunded.  This case has been resolved.     Late fee policy outlined in RTR’s Terms of Service:   LATE 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 late. If 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.

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/**/2016 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 invoice. In 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 [redacted].     Returns must be dropped off at a [redacted] store located in the United States by 12 p.m. on or before the return date specified in your order. This ensures that your package will be scanned by [redacted] by the next day and returned to Rent the Runway on time. Rent 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 return. Do 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 number. Returns should be sent to the following address:   Rent the Runway   [redacted]
 
[redacted]     *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 $50 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 tax. This 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 product. For example, if you rented two items in one order, you will be charged $50 per day, not $100 per day in late fees.   If you have not returned a rental item within 20 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 4 or 8 day classic rentals.  Customer placed two orders as 8-day rentals.  One order was set to arrive on April [redacted], 2016 and return on April [redacted], 2016.  The other order was to arrive on April [redacted] and return on April [redacted].  Customer rented the same dress in both of...

these orders, customer believed it was a rental for 2 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 [redacted] was not returned back to RTR until April [redacted], making it a late return. Customer was denied a refund by Collections.  This case has been resolved.   RTR’s Late Fee Policy outlined in Terms of Service:     LATE FEES. If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.

The customer placed an order with Rent the Runway on September [redacted], 2015 for two dresses, and the Rent the Runway Pro Membership totaling a charge of $125.35 to the card on file. The customer placed the rental to arrive on 10/02/2015 with a return date of 10/**/2015. Upon checkout, the customer...

agreed to Rent the Runway’s Terms and Services, which are stated below.  As of 10/**/2015, it was confirmed that the customer had not returned the items back to Rent the Runway, resulting in the late fee charges of $530 to the credit card on file.On 11/**/2015, the Rent the Runway collections department refunded the late fee charges  totaling to $530 to the card on file. This case has been marked as resolved and the final solution has been negotiated.In the terms and services, Rent the Runway outlines the Late Fee Policy which states the following:“Late 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 late. If 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 costs. If 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 kind. For 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 2 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 delivery. When 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 business. Because our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returns. We rely on our customers to return our products on time so that we can continue to fulfill orders for other customers. Please 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 invoice. In order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider is [redacted].- You must deliver the products to a [redacted] store located in the United States by 12 p.m. on or before the product return date specified in your order. If you do this, your package will be scanned by [redacted] 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 number. Returns should be sent to the following address: Rent the Runway[redacted]Late Fees- If you return your rental items late or do not return them at all, a late fee of $50 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 tax. This 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 product. For example, if you rented two items in one order, you will be charged $50 per day, not $100 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 20 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 contacted Rent the Runway on 11/**/2015 to notify us that a charge was placed on her credit card erroneously by Rent the Runway. Rent the Runway could not find any record of the customer’s personal information or any details related to charges to the client’s credit card. Rent the...

Runway spoke with the customer directly to ensure that her concerns were addressed and elevated the inquiry to the Rent the Runway management team. In response to this inquiry, Rent the Runway’s Chief Financial Officer reported that a store associate in the [redacted] retail location had charged this customer’s credit card in error. This 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 refunded. A 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 system. 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 11/**/2015 2:15 p.m. Rent the Runway’s Chief Finance Officer reported that a store associate in the Rent the Runway [redacted] 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 refund. 11/**/2015 5:51 p.m. A 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 behalf. The customer expressed a preference in scheduling a phone call to process the refund via credit card. The customer confirmed that they would like their account and credit card information to be deleted from the Rent the Runway system. 11/**/2015 9:00 a.m. Rent the Runway’s Chief Financial Officer confirmed that Rent the Runway does not store any credit card information in the Rent the Runway system. Rent 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 information. 11/**/2015 3:52 p.m. The customer spoke with a Manager on the Rent the Runway Customer Insights Team and a representative from the Rent the Runway Finance Team. During 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 system. 12/**/2015 10:39 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 system. This case has been marked as resolved and the final solution has been negotiated.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have attached a screenshot of my account, it seems as though Rent the Runway is not even in accordance of their own rental agreement. My card was charged on 05/** (not 4/**) in the amount of 200 dollars (not $50), nor did I receive any emails on the matter, I had to reach out to rent the runway myself to attempt to resolve the matter. Once again, this is a dropbox I use consistently to return [redacted] items such as those from AMAZON--which only uses [redacted] as their carrier. Had rent the runway adhered to the rental agreement and actually reached out to me on April [redacted] we would all have a better chance of locating the items. This is such a gross negligence in customer service, and their only response is to reiterate policy and rental agreements versus actually trying to be helpful.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer placed order to arrive on June 16th, 2016 and return on June [redacted], 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 [redacted]’ system, making this order untrackable.  Customer was advised to follow up with [redacted] and dropbox location.  Customer was informed that after 20 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 [redacted] 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 late. If 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 costs. If 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 kind. For 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).

At this time, I have been contacted directly by Rent the Runway, Inc. regarding complaint ID [redacted], however my complaint has NOT been resolved because:
I was still charged $109, more than I thought was fair considering the circumstances. A friend of...

mine, [redacted], also accidentally put a dress into the [redacted] box and Rent the Runway refunded her 100%! It is not fair to treat some customers one way and the rest another.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer’s order was scheduled to arrive on May 2[redacted], 2016 and return on May [redacted], 2016.  Customer’s order did not arrive back to RTR until June [redacted], 2016, making it a late return.  Customer stated that order was placed in the mail on May [redacted], however, orders need to be returned via...

[redacted].  [redacted] 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 $100.00 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 delivery. When 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 business. Because our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returns. We rely on our customers to return our products on time so that we can ensure other customers will have their dress for their event. Please 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 invoice. In 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 [redacted].     Returns must be dropped off at a [redacted] store located in the United States by 12 p.m. on or before the return date specified in your order. This ensures that your package will be scanned by [redacted] by the next day and returned to Rent the Runway on time. Rent 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 return. Do 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 number. Returns should be sent to the following address:   Rent the Runway   [redacted]
 
[redacted]     *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 $50 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 tax. This 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 product. For example, if you rented two items in one order, you will be charged $50 per day, not $100 per day in late fees.   If you have not returned a rental item within 20 days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

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[redacted]RTR Response:The customer placed an order with Rent the Runway on...

October [redacted], 2016, for the “Stella Knit Dress ”in two sizes, which totaled $110.59 to the credit card on file. The customer placed her rental to arrive on 10/**/2016 with a return date of 10/**/2016. 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/**/2016.  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 [redacted] through October [redacted]).  Customer sent back original dresses on 10/**/2016 and they were received by fulfillment center on 10/**/2016 and received replacement dress on time as scheduled. Customer emailed Collections Department on 10/** regarding being charged $270.00 in late fees due to the replacement dress not having a return scan on 10/**/2016.  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; EXTENSIONS. You agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your order. You 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 extension. You must return the Product by delivering the Product in the Return Packaging to a [redacted] store located in the United States by 12 p.m. on or before the date that the Product is due.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 late. If 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 [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted]...

[redacted] RTR Response:Customer placed order to arrive on December [redacted], 2016 and return on January [redacted], 2017 via [redacted].  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 [redacted], so customer was charged $1188.00 in late fees since the order was 20 days late.  Upon further review, Collections Team Lead contacted customer and left a voicemail on 02/**/2017 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.

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[redacted]RTR Response:The customer placed an order with Rent the Runway on July **, 2016, for the “Jet Black Dress” in two sizes (6 and 8), which totaled $55.03 to the credit card on file. The customer placed her rental to arrive on 10/**/2016 with a return date of 10/**/2016. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return policy.On November [redacted], 2015 at 10:18am. the customer was notified that the Jet Black Dress in size 8 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 8 as a replacement.  The customer was notified again regarding the size 6 becoming unavailable due to the same circumstance, so the customer responded with her replacement choices. Total of 5 dresses were sent to the customer. Customer emailed Customer Experience team again on 10/**/2016 to inform that the return was made to a dropbox location that would not be picked up until that Monday. 10/**/2016.  Our Terms of Service allow customers to make returns the following business day if their rental ends on a Sunday or [redacted] holiday.  Customer emailed our Collections team on 10/**/2016 referencing this order.  Customer was concerned about [redacted] not picking up the package from the dropbox location and therefore not being scanned in.  Collections responded and an investigation was launched. Investigations with [redacted] take up to 4-8 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....

Customer placed order [redacted] to arrive on May [redacted], 2016 and return on May [redacted], 2016.  Customer agreed to RTR’s Terms of Service at checkout, which outline RTR’s Return Policy and Late Fee Policy. Customer reached out to Collections on June [redacted], 2016 regarding late fee of $159.38 charged for late return.  Customer stated that return was made to [redacted] instead of [redacted] as instructed by RTR (email reminders, shipping label, invoice, terms of service).  Collections Team responded on June [redacted], 2016 to confirm that since the return was not made with the correct carrier, [redacted], customer is liable for all fees. Collections waived the $500.00 worth of late fees that had accrued and only charged $159.38.  Customer was informed that late fee policy is strictly enforced because it affects another customer’s order when an item is not returned on time.  Customer was given a $50.00 refund as a courtesy. This case has been resolved.   Late fee policy and Return Policy outlined on RTR:   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 late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax. The date to send back your rental items is stated in your online invoice. In 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 [redacted].   Returns must be dropped off at a [redacted] store located in the United States by 12 p.m. on or before the return date specified in your order. This ensures that your package will be scanned by [redacted] by the next day and returned to Rent the Runway on time. Rent 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 return. Do 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 number. Returns should be sent to the following address: Rent the Runway [redacted]
[redacted]   *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 $50 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 tax. This 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 product. For example, if you rented two items in one order, you will be charged $50 per day, not $100 per day in late fees. If you have not returned a rental item within 20 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.

[redacted]  **  [redacted] RTR Response:Customer placed order #[redacted] to arrive on October [redacted], 2016 and return on October [redacted], 2016.  Customer had placed the order for two dresses, and these were returned late or damaged by the previous renter so they were no longer available to send out for the [redacted]. Customer was contacted on October [redacted] to add in replacement options.  Customer selected five replacement options.  Order arrived on October [redacted] as scheduled.Customer contacted Collections Team on October [redacted] regarding the order not having a return scan.  Customer stated order was returned to a [redacted] dropbox on October [redacted].  An investigation was launched with [redacted] regarding the package since there was no scan and it could not be properly tracked.  An investigation takes up to 8 business days to complete.  On November [redacted], 2016, there were still no updates on the package.  Customer was informed by [redacted] that the investigation was mishandled on their end, so a new investigation was launched.  Customer was never charged a late fee.  On November [redacted], Collections informed the customer that the customer would not be liable if the merchandise is not found.Merchandise never arrived back to RTR’s fulfillment center and customer was never charged late fees.This case has been closed via RTR Collections.

Response: Customer [redacted] placed the Order [redacted] for the Anjelica Gown in size 4L on 9/**/16 at 4:49pm for rental  Sep [redacted] 2016 - Oct [redacted] 2016. She paid $80.25 for this on her [redacted] card, ending in [redacted]. She then cancelled this order on 9/**/16 at 9:17pm. [redacted] was issued...

$70.30 in merchandise credit to her Rent the Runway account, available to use immediately. This is in accordance with our rental agreement, which must be agreed to by the customer at each check out. Verbiage of this agreement is stated below: CANCELLATION POLICY. You 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 order. This 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 policy. We will not be making any further accommodations. s why here...