Morgan's Tree Service

On July [redacted], 2015, Rent the Runway made an exception to reduce the non-return fee on one of the dresses in the customer’s order, (the “Fifth Avenue “Showstopper Dress”), to 100% of the retail value. Rent the Runway never told the customer that they would reduce the non-return fee on the other item in her order, the “Noni romper”, and charged the customer 200% of the retail value, as per the company’s non-return policy. All retail values are displayed below.  Rent the Runway let the customer know that the total charge would be $1286 plus tax, which totals to $1398.53. On August [redacted], Rent the Runway made an exception and refunded the customer in the amount of $112.53 for the taxes on her non-returned items, as she requested. Rent the Runway considers this matter resolved. Retail Costs:Fifth Avenue Showstopper retails for $750Noni Romper retails for $268

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

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:
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 7 day late return fee for service that was not rendered at all.  Dresses were picked up by [redacted] on time on 11/*.  Instead of not inconveniencing me as a customer even more for not fulfilling their service, they charge me over $300 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,
[redacted]

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 am not satisfied with their response.  The timeframe in which I ordered the dress was barely within their "30 day cancellation policy." The event being cancelled just before the event was out of my control.  Despite indicating the cancellation policy is agreed upon during checkout, it was nowhere to be found on the website when I searched for it.  I think they should make it more accessible prior to the checkout.  Judging by the numerous complaints towards this business, I am not convinced that if I do use the $85 credit they will not scam me somehow. This business has customer service that is absolutely horrid. I would not recommend this service to anyone. BUYER AKA RENTER BEWARE...
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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[redacted] RTR RESPONSE:Customer was given promotion code, [redacted], on 12/**/2012 to use towards a dress of any price and one accessory (excluding [redacted]) due to...

negative RTR experience.Customer emailed on 4/**/2015 regarding this code and was told that this code had been removed from our system and could not be duplicated.  Customer was then given a promotion code for a free rental up to $250.00: [redacted]  Customer emailed RTR on 12/**/2016 regarding original [redacted], and was told that this code was given in 2012 and is no longer valid in our system.  Customer was then offered $250.00 in merchandise credit to compensate code that was never used.  Customer continued to email that this offer was unacceptable.  RTR does not offer these promotional codes anymore, so there is no way to reissue the original code given.  On 12/**/2016, customer was told that since her original account would not allow RTR to manually add credits due to the fact that it was created many years ago and our system has been updated.  Customer was offered the option to create a new account and we can manually add in $500.00 in merchandise credit to the new account.  Customer was alternatively offered to place an order and we would refund it, making it a limit-free order.Customer was presented all available solutions by RTR.

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 [redacted], and find that this resolution...

is satisfactory to me and the matter has been resolved.  Thank you for your assistance.
Sincerely,
[redacted]

RTR Response As of 5/**/2017 we have not yet heard back from the customer regarding additional information provided by [redacted], or the status of the items. In the interim, we have continued to halt the accruing late fees while the customer works with us to resolve this matter. Once the matter has been resolved and the items returned to RTR, we are happy to further discuss reimbursement for the late fees charged. However, as the items have not been received and are interrupting the rentals of other customers, we are unable to process the customer’s request at this time.

RTR Response RTR is committed to ensuring that all items are pristine and sanitary for all of our customers. The Director of Customer Experience has reached out to the customer directly to address of her concerns. We can also confirm that the customer has been reimbursed in full. This matter has...

been resolved.

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]

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:

[Your Answer Here]
 I'm not refuting the policy that customers pay 70% of the retail value. My complaint is regarding the dishonest application of the "retail value". They are INFLATING the "retail value" in order to get me to pay more. The "retail value" is more than than what a normal, not corporate customer would pay at FULL PRICE. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 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,
[redacted]

[redacted]
[redacted] RTR Response:The customer placed an order with Rent the Runway on October [redacted], 2016, for the “Black Nicks Dress” in two sizes, which totaled $32.48  to the credit card on file. The customer placed her rental to arrive on 11/**/2016 with a return date of 11/**/2016. Upon...

checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return policy.On Nov *, 2016 10:30 am,  the customer called Customer Experience and reported that the dresses she received arrived in less than pristine condition.  This quality issue was notated by a representative, and a pending refund was placed onto the account.  The refund processes once we receive the order back to us.  The refund of $32.48 was processed on 11/**/16 at 11:27 am. On November [redacted], customer emailed Customer Experience at 2:24pm to cancel her RTR account.  Customer’s account was cancelled at 2:51pm.  Customer also emailed to report a late fee charge of $324.75.  Customer had previously spoken to Customer Experience team and was told to email [redacted] to further discuss late fees.  Customer stated that she had called Collections and left many voicemails on 11/**, was instructed by Customer Experience to email Collections directly to receive a prompt response.  Customer stated that the order was returned on 11/*, did not present proof of this.  Order was received back to RTR on 11/**, resulting in late fees. Order was initially picked up by [redacted] on 11/**, when it was due to be scanned in by 11/**.   Collections associate returned the customer’s call on 11/**, could not reach customer so a voicemail was left for the customer to call back.  Late fees have not been refunded due to late return.Late fees are outlined in RTR’s Terms of Service: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.

The customer placed an order with Rent the Runway on July [redacted], 2015 for one dress and one clutch, totaling $30.24 charged to her credit card and $113.40 taken out of her Rent the Runway merchandise credits. The customer placed the order to arrive on 7/**/2015 with a return date of 7/**/2015. 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 $340 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 $340 of late fee charges as a courtesy. This 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 [redacted], Rent the Runway collections department noted the return scan on the customer’s order [redacted], 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 policy. This resulted in a charge of $340 to the credit card on file.On September [redacted], the customer called Rent the Runway customer service, stating that the clutch was returned on time on July [redacted], making the customer’s return within the valid time frame to not receive late fees. The 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 information. On September [redacted], the customer service representative emailed the collections department on behalf of the customer.On September [redacted], 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 inquiry. The 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 delay. On that same day, the customer service representative emailed the customer with that promotion code.On September [redacted], the collections department emailed the customer asking for details of the return of the items to further investigate the package, and the late fees. The customer responded back with details of the return, and requested a refund of the $340 late fees that had been incurred.On September [redacted], 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 file. At 7:30pm on 9/*/2015, the customer was refunded the late fee of $340 and all negotiations have been finalized. The 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 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]
[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.

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[redacted]RTR Response:Customer placed order #[redacted] for the “Black Halter Sheath” in two sizes on August [redacted], 2016.  Order was placed to arrive on September [redacted] and return on September [redacted], 2016.  Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return and late fee policy.On October [redacted], 2016 at 5:31pm, Customer started a live chat with Customer Experience agent regarding being charged late fees for this order.  Customer was informed to reach out to Collections Department as Customer Experience does not have authority over late fees. Customer contacted Collections via email on October [redacted], 2016 at 5:34pm.  Customer stated that order did not fit, so it was returned early on September [redacted], 2016, via [redacted] office - [redacted]. Customer did not have proof of receipt of this return.  Customer then contacted local [redacted] store, which informed customer that the tracking number [redacted] initially associated with her return may have been mis-scanned with this tracking number: [redacted] . This tracking number could not be proven by [redacted] nor the customer that this was the same package/return.  Collections reached out to [redacted] corporate office as well as the [redacted] store located where the customer made the return, and they were not able to correlate both tracking numbers.  Second tracking number is associated with a customer from another town in North Carolina, not the area the customer returned from.  Merchandise never arrived back to RTR.  Customer was charged 200% of the retail value for the items that were never returned.  Fees cannot be reversed at this time.Below is an outline of the Late Fee Policy as stated in RTR’s terms of service: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).

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]

RTR RESPONSE:RTR offers 4 or 8 day classic rentals.  Customer placed two orders as8-day rentals.  One order was set to arrive on April [redacted], 2016 andreturn on April [redacted], 2016.  The other order was to arrive on April[redacted] and return on April [redacted].  Customer rented the same dress in bothof these orders, customer believed it was a rental for 2 weeks but wedo not offer classic rentals with this timeframe.  Customer had placedseparate orders, and the order due to scan into UPS on April [redacted] wasnot returned back to RTR until April [redacted], making it a late return.Customer was denied a refund by Collections.  This case has beenresolved.RTR’s Late Fee Policy outlined in Terms of Service:LATE FEES. If you return the Products late or not at all, a late feeof fifty dollars ($50.00) will be charged to the payment card you usedto pay the Rental Fee or to any other payment card included in youraccount information that you have provided to RTR for every day thatyou are late returning the Products, and you agree to pay such latefees, up to an amount not to exceed 200% of the Retail Value plusapplicable sales tax (plus the Rental Fee). The late fee is payablefor each order of Products that is not returned when due, not for eachProduct that is the subject of the order that is late. If you have notreturned a Product within twenty (20) days after the return date forthe Product, your late return will be considered a non-return and RTRwill charge your payment card the maximum late fee set forth in thisSection 2(B), less any late fees that you have already paid, plusapplicable sales tax.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 policy. However, I'm tired of dealing with them and definitely won't be using their services again.  Please consider the matter has been resolved.
Sincerely,
[redacted]

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[redacted]  RTR Response Customer’s original backup size could not be delivered as it was returned late/damaged by the previous renter. The customer was contacted to select a replacement style, however, the replacement did not arrive as scheduled due to courier delays. On 5/*/2017 the customer contacted Customer Experience and was offered additional replacements to be delivered the following day. When the customer declined this offer, she was issued a refund for the full amount of the order and has since been issued a promotion code for 50% off her next Rent the Runway order. This case has been resolved. [redacted]
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Customer placed order to arrive on September [redacted], 2016 and return on September [redacted], 2016.  Customer returned order through hotel, resulting in late fees as hotel did not have [redacted] pick up option. Customer 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 6 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 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 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]
 
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  *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.

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 RTR Response The customer placed order #[redacted] on 4/**/2017 including two dresses for delivery on 4/**/2017. She selected a 4-day rental period which ended on 4/**/2017. Per our Rental Agreement, customers are to return all orders on the last day of their selected rental period, via [redacted] store or drop box. On 4/**/2017 the customer received a reminder email instructing her to return her items to a valid [redacted] store or drop box. In accordance with our Rental Agreement, the customer was charged a $50 late fee on 4/**/2017 and contacted via email instructing her to return the items to avoid affecting the rental of another customer. RTR policy regarding returns: 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. We are not responsible for any personal or other items left in the Products or which are returned to RTR in the Return Packaging. If you believe you have accidentally or otherwise sent us any such items, please contact customer service as soon as possible at [email protected]. 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:a. 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 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 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 the customer’s pre-paid return label still had not been scanned in on 5/*/2017, the customer was charged $200 in late fees and emailed again to return the order. On 5/*/2017 the customer contacted RTR providing a return address and expressing that the return had been made on 4/**/2017. Upon further investigation, the provided return information was that of a [redacted] dropbox; not [redacted], causing the delay. On 5/*/2017 the customer was provided with instructions to retrieve the package from [redacted] and have the order shipped back to RTR correctly. The customer’s account has also been noted to halt accruing late fees while she works to resolve the matter.  RTR is awaiting more information from the customer regarding the status of this package.