Rent the Runway, Inc.

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RTR Response:
Customer placed order #*** for the “Black Halter Sheath” in two sizes on August ***, Order was placed to arrive on September *** and return on September ***, Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return and late fee policyOn October ***, 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 ***, at 5:34pm Customer stated that order did not fit, so it was returned early on September ***, 2016, via *** office - *** *** ** *** *** ** ***Customer did not have proof of receipt of this return Customer then contacted local *** store, which informed customer that the tracking number *** initially associated with her return may have been mis-scanned with this tracking number: *** This tracking number could not be proven by *** nor the customer that this was the same package/return Collections reached out to *** corporate office as well as the *** 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 timeBelow 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 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 taxPAYMENT 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)

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

I have been an unlimited member for about months nowI can't say how frustrating it has beenThey place your shipments on a day shipping with USPS but don't be surprised when that never happensIt usually takes more like 7-days! The selection is minimal and you are only allowed to take out items at a timeThey raised the amount from $to $140!! With no real added perks ( they say they are expanding the selection) But without perks like guaranteed shipping or being able to return and then rent from a store or increasing the amount of items we can take out this is becoming less and less valuable and more a waste of moneyI hope they make big changes to this program I will not be re-subscribing until they do

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:
[Your Answer Here]
Regardless of what rent the runway's policy is, dishonesty and poor customer service are not a part of that contractI should not have received such a hassle or problem since the policy itself is not clear, and there are no specifications on the delivery dateThe refund was not a curtesy but their obligationMy use of profanities, though well deserved, was not a part of the conversationRent the runway does not conduct business professionally and I am happy to never use their services
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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

The customer placed an order with Rent the Runway on December ***, for two dresses valued at $The customer used a promotion code valued at $50, which reduced the total charge at checkout to $0; therefore, no charge was made to the customer’s credit cardThe customer placed her rental to
arrive on 12/**/with a return date of 1/*/Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which fully explain the company’s late return policy.It has been confirmed that the customer was days late returning her items, resulting in the $charge that the customer is disputingThe customer was charged $for each day late, plus taxA member of the Collections team at Rent the Runway informed the customer of these charges, and the customer confirmed she did return the order lateThis 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 1/**/2015, a collections representative from Rent the Runway sent an email to the customer stating that her order was returned days late, and that $plus 6% tax was charged to her credit card on file in late feesAdditionally, the collections representative outlined Rent the Runway’s Terms and Services that the customer had agreed to at checkoutAt this point, the customer was charged for day’s worth of late fees plus the 6% tax rate. Rent the Runway did not charge the customer for any days where she would have been unable to return the product which includes any holidays or SundaysOn 1/**/2015, the customer responded to that email requesting a refund for the $in late fees that had incurred to her credit card, while confirming the order was returned late.The customer also confirmed that all of her orders to date have been returned late.On 1/**/2015, the customer sent a second email to the collections department, stating that the late fee charge of $was refunded to her bank account, then deducted once againThe customer requested a full refund of the charges in this interactionA Collections representative responded to that email with screenshots of Rent the Runway’s payment system, Authorize, providing physical proof that no such refund and second charge had occurredThe original charge of $in late fees was submitted on 1/**/and settled on 1/**/Rent the Runway did not pursue any further activity with this customer’s payment informationOn 1/**/2015, the customer used Rent the Runway’s chat service, to request that the Collections department speak with her about the late fee chargesThe customer service associate assured the customer she was passing along the information about her case to the manager of the Collections departmentThe customer ended the chat without responding to the customer service associateOn 1/**/2015, the customer emailed the Collections department stating she was filing a report with the Revdex.com about this case.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: *** *** ***
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*** ** ***Late Fees- If you return your rental items late or do not return them at all, a late fee of $per day will be charged to the credit card you used for the order (or to any other credit card included on your account)You will be charged up to 200% of the retail value of the products you ordered, plus applicable sales taxThis late fee is in addition to the rental fee for the products.- The late fee is payable for each order that is not returned when due, not for each productFor example, if you rented two items in one order, you will be charged $per day, not $per day in late fees.- If you pay us an amount equal to 200% of the retail value in late fees and you still have the product in your possession, the product is yours to keep.- If you have not returned a rental item within days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid

RTR Response:
The customer placed an order with RTR on October *** for the rental period of October ***-October *** The rental amount was for $The customer received the order on October *** The scheduled return date was October ***, Rent The Runway did not receive the item on this dateIn our Rental Policy agreement that we provide at check out, every customer agrees that they will be charged $+ a day for everyday the rental is lateIn this case the customer was charged $on March *** due to RTR not having received the rental back on October *** The customer reached out to RTR on March *** and *** to our Collections Team regarding the late charges associated with her credit cardThe customer provided Rent The Runway with the *** drop box information on March *** 2016, Rent The runway collections team launched an investigation with *** and refunded the customer the amount of $back to the customer credit card on March *** This case has been marked as resolved and the final solution has been negotiated
For reference, the sections pertaining to the cancellation policy can be found belowAll customers are required to agree to these terms before rentingIn the terms and services, Rent the Runway outlines the Cancellation Policy which states the following:
COLLECTIONSIf you do not pay the amounts you owe to RTR when due, then RTR will need to institute collection proceduresYou agree to pay RTR’s costs of collection, including without limitation reasonable attorneys' feesBRentals
The following additional conditions apply to the rental of any ProductRENTAL FEEThe rental fee (“Rental Fee”) for the Product will be the total of the rental fee, insurance charges and delivery charges listed on the Site or App for your rental of the ProductWhen you place your rental order for a Product, you hereby authorize RTR to charge your payment card for the Rental FeeRTR will charge your payment card the amount of the Rental Fee immediately upon your rental orderA reservation of a Product on the Site or App is an order for the rental of that Product, regardless of how far in advance that Product is reservedIn addition, at the time of your rental order for a Product, you hereby authorize RTR to charge your payment card for an amount equal to 200% of the original retail value of the Product (when new) set forth on the Site or App (“Retail Value”) plus applicable sales taxes; provided that RTR will only charge your payment card for an amount greater than the Rental Fee as described belowRental Fees exclude all federal, state and local taxes, GST, fees, customs, duties, levies and other governmental assessments, all of which shall be paid by you directly or, if paid by RTR, shall be paid by you to RTR in connection with your rental orderRETURN PACKAGINGWith delivery of the Product, RTR will provide you with a pre-paid, pre-addressed RTR carrying case or mailing envelope (as the case may be) as well as instructions for your use in returning the Products to RTR (“Return Packaging”)The RTR carrying case is not yours to keepIf the RTR carrying case is not returned you will be charged a $fee (details below under “Lost Return Packaging”)RETURN OF THE PRODUCTS; EXTENSIONSYou agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your orderYou may extend your order for a Product on the Site, App or by phone to RTR; provided that any extensions are subject to other orders for that Product and to pre-payment of the additional Rental Fee applicable to that Product for the period of time of the extensionYou must return the Product by delivering the Product in the Return Packaging to a *** store located in the United States by p.mon or before the date that the Product is dueLATE 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 taxPAYMENT OF 200% RENTAL VALUE RTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costsIf you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kindFor the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B)LOST RETURN PACKAGINGIf you lose the Return Packaging, you will be responsible for returning the item at your own expense by the expected return date, and providing RTR with a tracking numberAlso, if you lose or fail to return the RTR carrying case you will be charged $If you still possess the RTR carrying case, it is yours to keep, though on an “AS IS” basis without warranty of any kindFor the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B)

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

The customer placed an electronic gift card order on March **, Through an automated process, the e-gift card is emailed directly to the recipient within hours of the order being placed
The customer emailed our customer service team on March **, at 8:07pm to
follow up on her original orderAt 8:18pm a customer service agent responded and asked for the recipient’s email address so that the e-gift card could be resent to the recipientAt 8:43pm the agent resent the gift card to the email address that was provided by the customerAs a precaution, the code was also emailed to the customer in the event that the original recipient did not see the second email containing the e-gift card For additional compensation for the error, the customer was refunded in the amount of $on April **, At this time a customer service agent reached out to apologize and confirmed that the refund was processed on that day and that the funds would be available on the customer’s card within 2-business daysThe customer still has the gift card code to use, which is valued at $and will never expire

I was totally disappointed with the customer service, quality and condition of the outfits I received They were worn, sections were faded and discolored in parts possibly due to over wear or excessive dry cleaningTotally inacceptable for the two formal events that I was scheduled to attendThese outfits should have never been sent but rather shipped to a thrift shopTheir online photos are deceiving and NOT representative of the actual itemThey hold you hostage with their insistence that they will give you a store credit vs a refund of your moneyI returned the dresses within hours of receiptI am out $due to their policyI will NEVER use them or recommend "rent the way." Angry first time user of Rent the Way

I am an unlimited customer and I am sadly disappointedCustomer service is constantly just giving you lip service not actually solving issues, they also are not very nice or professional usually
The issue with Unlimited is, VERY often you choose an item they claim is available and two days later they tell you it is no longer available, the you have to go through the process all over again (delaying the process.)

The customer placed an order with Rent the Runway on November ***, *for two dresses, totaling $51.84. The customer placed her rental to arrive on 1*/**/with a return date of 1*/**/Upon checkout, the customer agreed to Rent the Runway’s Terms and Services It has been
confirmed that the customer was 1* days late returning her items, resulting in the $charge that the customer is disputing.After frequent communication with the customer, Rent the Runway issued the customer multiple exceptions by reissuing her credits in the amount of $1*7.44, issuing her an additional $credit, and refunding her $of the original late fee chargeThe customer was only charged $41*out of her possible $late fee charge and was given an additional $worth of Rent the Runway creditRent the Runway does not typically make exceptions of this nature and the company did their best to find a solution that is fair to both partiesThis 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 1/*/15, Rent the Runway attempted to contact the customer via email as a courtesy to let the customer know that she would be charged late fees because her order had not been returnedDue to a software malfunction, the email was never delivered to the customer. On 1/*/15, Rent the Runway charged the customer in the amount of $for late fees associated with her rental$41*went on the customer’s credit card, while $1*worth of store credits were removed from the customer’s Rent the Runway account. At this point, the customer was charged for day’s worth of late fees plus an 8% tax rate. Rent the Runway did not charge the customer for any days where she would have been unable to return the product which includes, any holidays or Sundays. Rent the Runway also gave the customer one grace day of not being charge. The customer called the collections line twice on 1/*/The first time she waited for *minutes and 1* seconds and the second time she waited for minutes and seconds. The customer did not speak to a representative on either of these calls. The customer called Rent the Runway’s “Exchanges” line on 1/*/and spoke with a customer service representative. The representative instructed the customer to email *** and stated that she would pass her order number along to the *** of the Collections team. The customer emailed Rent the Runway on 1/*/15, stating that she had not returned the dresses in her order and that she had been charged in the amount of $41*The customer said that she had attempted to call the collections department multiple times but could not get throughRent the Runway’s Collections Department is only open Monday to Friday, so a customer service representative stated that she would pass along the customer’s feedback to another representative who works closely with the collections team. On 1/*/15, the customer returned the packageOn this day the customer called in on Rent the Runway’s “Exchanges” line in hopes to speak with a customer service representative who works with Collections. This customer service representative spoke to the customer on 1/*/15. This agent is not on the Collection’s team but she let the customer know that she would escalate her issue to the *** of Collections who would return her call.On 1/*/the customer emailed Rent the Runway’s Collections Team explaining her previous interactions stating that she had been charged and would like a more reasonable late fee and to pass her feedback alongThat same day, a member of the collections team responded that the head of the Collections department had been out due to the ***The agent explained that the customer agreed to our late fees upon submitting her transactionThe Collections representative informed the customer that she would be granted an exception because this was her first time returning her order lateRent the Runway then refunded the customer $back to her credit card and reissued her store credits in the amount of $1*The customer responded asking for a breakdown of the chargesThe Collections representative responded explaining the charges.In order to help the customer, a customer service representative from Rent the Runway who works closely with the collections team called the customer on 1/*/This representative let the customer know that her feedback would be passed long and reassured the customer that the Collections team was working on her case and would get back to her as soon as possible.On 1/*/a representative from the Collections Team called the customer to let the customer know that the dress was 1* days late and explained the charges on her accountThe customer was told that late fees include taxes and according to the late fee policy could have been charged $An exception was made and the customer was only charged $plus tax, which totals to $Of this $540.00, $41*went on the customer’s credit card and $1*redeemed from the customer’s store creditsThe representative let the customer know that he waived $initially, and only charged her $The representative then stated that he made an exception and reissued the customer’s credits in the amount of $1*on 1/*/14. He then informed the customer that he would make an additional exception and give her another $worth of credits and refund her $to her credit card. Both of these reimbursements were processed on 1/*/* 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 *00% 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 (*0) 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 *(B), less any late fees that you have already paid, plus applicable sales tax.Payment of *00% Rental ValueRTR will not charge you for more than an amount equal to *00% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section *(B), excluding collection costsIf you pay RTR an amount equal to *00% of the Retail Value under this Section *(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 *(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 1* p.mon or before the product return date specified in your orderIf you do this, your package will be scanned by *** by the next day and returned to Rent the Runway on time.- Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred.- If you lose the return packaging, you are responsible for returning the item at your own expense by the expected return date, and providing Rent the Runway with a tracking numberReturns should be sent to the following address: *** *** ***
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*** ** ***Late Fees- If you return your rental items late or do not return them at all, a late fee of $per day will be charged to the credit card you used for the order (or to any other credit card included on your account)You will be charged up to *00% 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 *00% 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

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*** ***RTR Response:
The customer placed an order with Rent the Runway on July **, 2016, for the “Jet Black Dress” in two sizes (and 8), which totaled $to the credit card on fileThe customer placed her rental to arrive on 10/**/with a return date of 10/**/Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s return policyOn November ***, at 10:18amthe customer was notified that the Jet Black Dress in size 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 as a replacement The customer was notified again regarding the size becoming unavailable due to the same circumstance, so the customer responded with her replacement choicesTotal of dresses were sent to the customer
Customer emailed Customer Experience team again on 10/**/to inform that the return was made to a dropbox location that would not be picked up until that Monday10/**/ Our Terms of Service allow customers to make returns the following business day if their rental ends on a Sunday or *** holiday
Customer emailed our Collections team on 10/**/referencing this order Customer was concerned about *** not picking up the package from the dropbox location and therefore not being scanned in Collections responded and an investigation was launchedInvestigations with *** take up to 4-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

Response:
id="docs-internal-guid-00bf78a5-49ff-d380-c70a-922a1a2bc0e9">Customer *** *** placed the Order *** for the Anjelica Gown in size 4L on 9/**/at 4:49pm for rental Sep *** - Oct *** She paid $for this on her *** card, ending in ***She then cancelled this order on 9/**/at 9:17pm
*** was issued $in merchandise credit to her Rent the Runway account, available to use immediatelyThis is in accordance with our rental agreement, which must be agreed to by the customer at each check outVerbiage of this agreement is stated below:
CANCELLATION POLICYYou may cancel your rental order subject to the following cancellation fees and policies:
If you cancel thirty (30) or more days in advance of the delivery date, there is no cancellation fee and you will receive a full refund issued to the payment card you used for the orderIf you cancel less than thirty (30) days but more than fourteen (14) days in advance of the delivery date, you will not receive any refund, but you will receive a full credit to your RTR account for the Rental Fee associated with the cancelled orderThis credit can be applied to any future RTR rentalIf 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 $We have accommodated this customer according to our policyWe will not be making any further accommodationss why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Unlike what the business claims, the Saturday exception was not stated in the Pro offer pageRather, by posting on a different page these disclaimers the business mistakenly believes that the disclaimers become part of the offerThey do notI cannot agree to a term that is not presented to me and for which I have no reason to search furtherI have not overlooked the pricing details in the sense that I have not overlooked that there might be an alternative meaning for the term "contract" somewhere in the InternetIt does not govern our relationship with the businessRandom disclaimers scattered around the business' website on pages other than where the Pro membership is sold, absent directions to read said pages, do not become part of the offerAs far as I am concerned, the Pro membership covers free shipping with "no additional costs" for the duration of the membership as we have agreed to when I purchased the serviceThat means any other rentals I shall ship for the rest of my membership.
That being said, I have not been contacted by the business for any refunds for even this particular shipping chargeIf the business wants to resolve the issue, they should contact me to at least correct this particular wrongful charge.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. The company has responded by promising to issue a refund to my credit card within 3-business daysIf this indeed occurs, I find that this resolution is
satisfactory to me and the matter has been resolved
Sincerely,
*** ***

To clarify any misunderstanding around our Rent the Runway PRO membership, the offer does include free shipping unless it is a Saturday or next-day deliveryWe do include a disclaimer of these exceptions on the landing page of our PRO membershipIn the instance that a customer has overlooked
pricing details, we are happy to compensate with RTR credits or a refundWe will be following up with *** directly to offer a refund for any additional shipping costs, and to confirm that we have no intention of incurring extra costs other than those advertised in the onsite details of the offer

Customer placed her order on February ***
She purchased a dress and free backup size, a necklace, bracelets and our PRO
membership. Our PRO membership costs
$and includes all shipping and insurance costs for one yearOur standard
shipping cost is $and insurance costs $for each accessory and $for
each dress in the orderSince the customer purchased our PRO membership, she
was not charged any additional shipping or insurance chargesCustomer was
charged $
The customer’s order was delivered on the date requested,
2/**/and was returned on time on 2/**/Per our return policy, we ask
that customers contact us within hours of receiving their order if there is
an issue and returning it unworn within those hours. We received an email from the customer on
February ***, stating:
“I wrote a review for the dress I rented and it was
rejectedI didn’t like the dress but was very clear and constructive as to
whyCan you please tell me why the review was rejected?”
The agent who responded to the customer stated that she
would look into the customer’s reviewThe review was never posted to the
site. To avoid any SPAM or slanderous
posts, our company has the ability to select which reviews can go up on our
siteThis customer’s review was not approved because it was not thought of as
helpful to other customers
On 8/**/2014, a manager reached out to the customer and refunded
her for the cost of the dress rental and her PRO membershipFurthermore, the
review was approved and is visible on the Rent the Runway site As the customer stated, she used the jewelry
in her order and thus will only have to pay the cost of the jewelry, insurance,
shipping and taxThe customer is responsible standard shipping, which is $9.95,
since she cancelled her PRO membership.
The total cost of her order is $32.59, and her refund is a total of
$ The refund was processed on
8/**/and may take 3-business days to appear on the customer’s bank
statement

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

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:
10pt;">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,
*** *** ***