Morgan's Tree Service

The customer placed an order with Rent the Runway on July [redacted], 2015 for two dresses, totaling $114.95.  The customer placed the rental to arrive on 07/**/2015 with a return date of 08/0*/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 items back to Rent the Runway, resulting in the late fee charges of $250 to the credit card on file. On 8/**/2015, an additional $350 in late fees was charged to the card on file due to the fact that the merchandise was still not returned to Rent the Runway.After communication with the customer and the [redacted] investigation on the package, Rent the Runway has refunded the customer the $550 of late fee charges as a courtesy and has marked this case as a [redacted] issue. Rent the Runway will finalize any communication about the merchandise with [redacted], and no further communication with the customer will need to occur. 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 sent the customer an email stating that the merchandise from the order [redacted] had not yet been returned to Rent the Runway, and that the customer would be charged a late fee, per the late fee policy. On August [redacted], the customer called the Rent the Runway customer service department, stating the customer had returned the package with [redacted] on August [redacted], however the package was now missing. The customer reached out to [redacted] for an investigation. The Rent the Runway customer service representative thanked the customer for the information and let the customer know to email the collections department with this information because that is the department that handles all missing packages and late fees.On August [redacted] the customer emailed the collections department, informing the department of the current situation with the missing package. The collections department responded on August [redacted], asking for more information on the customer’s return. The customer emailed the collections department in response on August [redacted], stating she filled out all necessary information for the collections department to further investigate.On August [redacted], the Rent the Runway collections department emailed the customer thanking her for the information and stated that after further investigation on the package, the customer would be refunded the total $550 in late fees to the credit card on file.On August [redacted], the customer emailed the collections department asking for an update on the refund because it had not processed at that time. The collections representative responded on August [redacted] stating that the refund needed manager approval, and would be processed within 5-7 business days.On September [redacted], the full refund of $550 in late fees was processed to the customer’s credit card. There was no further communication with the customer and Rent the Runway. 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: [redacted]
[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.

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 Team. Customer 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 store. Retail 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.