Rent the Runway, Inc.

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 and late fee policy.
On Nov *, 2016 10:30 am, customer spoke to an associate to report the quality issue with the dresses sent, and a pending refund was issued.  As of 11/**/16 at 11:27am, a refund of $32.48 was processed for this order, and make take up to 3 to 5 business days to reflect on the customer’s bank statement.
Order was first scanned into [redacted] on 11/**/2016, and did not arrive to RTR until 11/**/2016, resulting in late fees of $324.75.
Customer had reached out to Collections via phone, and on 11/**/16 a Collections associate returned the call but did not directly reach the customer.  A voicemail was left for the customer on 11/**/16.  
On 11/**/16, customer was contacted by Collections about the late fees.  Collections associate stated that customer was charged late fees because the package was due for an initial pickup scan via [redacted] on 11/**/2016 and was not scanned in until 11/**/2016.  This made the order 7 days late, which means the customer had accrued a total of $324.75.  
Collections informed the customer that RTR does not recommend leaving returns in the hands of a third party (hotels, friends, manager, mail room, etc).  Customer originally stated via email on 11/**/16 that the return was put in the hands of the [redacted] man who picks up daily at customer’s place of employment: [redacted] on 11/*/16 .  This may have delayed the return as this [redacted] driver may not have scanned it in right away, etc.  
Collections has made this solution final, customer will not be issued a refund for the late fees.  Customer was given a refund for the rental since they arrived in less than pristine condition and were not worn to the customer’s event, but a refund will not be issued at this time for the late fees.
RTR’s late fee policy is stated in the 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.
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).
Late Fee Policy
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 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. Rent the Runway will not cover additional fees incurred due to international shipping.
- 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.

Customer placed her order on February [redacted]...

2014.
She purchased a dress and free backup size, a necklace, bracelets and our PRO
membership.  Our PRO membership costs
$29.95 and includes all shipping and insurance costs for one year. Our standard
shipping cost is $9.95 and insurance costs $3 for each accessory and $5.00 for
each dress in the order. Since the customer purchased our PRO membership, she
was not charged any additional shipping or insurance charges. Customer was
charged $89.46.
The customer’s order was delivered on the date requested,
2/**/2014 and was returned on time on 2/**/2014. Per our return policy, we ask
that customers contact us within 24 hours of receiving their order if there is
an issue and returning it unworn within those 24 hours.   We received an email from the customer on
February [redacted], 2014 stating:
“I wrote a review for the dress I rented and it was
rejected. I didn’t like the dress but was very clear and constructive as to
why. Can 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 review. The 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
site. This 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 membership. Furthermore, 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 tax. The 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
$56.87.  The refund was processed on
8/**/2014 and may take 3-4 business days to appear on the customer’s bank
statement.

I wish I had known what a bad business this was before I became a monthly subscriber. Unlimited members are show an array of options to chose from, most of which are quickly not available to subscription members. Further, processing time for subscription members is painfully slow. I've also had 3 significant errors with my order, 1 of which included a dress without a top. Customer service is unhelpful.

I ordered a dress well in advance. At 8PM the night before my dress was due, I was advised "[redacted]" and they sent me a different dress. Nothing about this dress (cut, style) was similar to the dress I ordered. When I asked why they did not reach out to me via phone to discuss an alternative - they had no response. the person I talked to on the phone was very unprofessional and not at all helpful. No one was able to answer any questions as to why this situation happened. I would not recommend anyone do business with them, as they are not trustworthy. If you have an important event and your dress is to show up the day before the event, - they don't have back up dresses and will leave you in a poor situation.

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 glad I got my refund. However, I would like Rent the Runway to admit that their return policy is flawed when it comes to returning dresses on a NATIONAL HOLIDAY. It is 100% not my fault that [redacted] did not pick up the package until 4 days later. I refuse to let Rent the Runway claim that I did not return the dress until 11/**. I returned the dress to a VERIFIED [redacted] BOX ON NOVEMBER [redacted], 2015. The address of this box is [redacted]. I have (again) provided time-stamped photo proof that I was at this [redacted] drop off location before noon on 11/**/15.
Please fix your FLAWED RETURN POLICY IF YOU ARE GOING TO GIVE A DRESS RETURN DATE ON A NATIONAL HOLIDAY. I am disgusted with this company.
 
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:

[Your Answer Here]
 The customer representative for my claim did not respond to my requests to contact [redacted] when they contacted me with questions for the shipper (RTR). This delayed the investigation resulting in a new investigation which I was told would be concluded over this past weekend. RTR continues to say they have no additional information despite promises the invesepuld be complete. I still have no answer. I do not have these dresses and I cannot afford the retail value for them. I need a conclusion from RTR it has been over a month now.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

On December [redacted] - Jan [redacted] 2016 the customer placed a 4 day classic rental. The customer returned the order to a [redacted] facility on time and the order was never received back to the  RTR distribution center. The customer was charged 475.88 in late fees and is disputing this...

charge.Below is a detailed outline of the events and the order they took place in:On December 20th 2015 the customer placed an order with Rent The Runway in the amount of $43.36 for a classic rental from December [redacted] - January [redacted] 2016. The customer dropped the package off at a [redacted] drop box location on January [redacted] 2016, Rent The Runway never received the package. On 1/**/16 the customer was charged a $52.98 late fee in which is stated in our agreement if we do not receive an item back within the documented time line. The customer was charged this fee daily from January 6th 2016 - January [redacted] 2016 equally a total of $475.88 in late fee charges. The customer contacted Rent The Runway Customer Service on January **, 2016 AT 11:30 AM to dispute these charges. The customer provided Rent The Runway with the drop box location: UNION STATION [redacted], after launching an investigation with [redacted] we have no further information on this dispute, we can confirm the customer did in fact drop this off at the [redacted] drop box location. On January [redacted] 2016, the customer was refunded $475.88 back to the customers [redacted] Card, the transaction between 5-7 business days. This case has been confirmed as closed and all resolutions have been negotiatedPlease refer to our Terms and Conditions policies below: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.

The customer first joined Rent the Runway’s subscription service called “Unlimited” on July **, 2014. This subscription service allows a customer to be in possession of three Rent the Runway accessories at a time for a monthly charge of $75.00 plus tax. The “Unlimited” program allows customers to...

create a group of items that they would be interested in receiving which are then added to the section of their account called the “Queue.” The three accessories are selected based on the items added to the customers “Queue”; however, there is a possibility that the item(s) they receive may be an item not found in their “Queue.” In this program a customer can replace an item they receive by returning the item(s). Once the item is received a replacement item is sent since the customer can only be in possession of three items at one time. Customers are charged on a monthly basis unless they notify Rent the Runway that they wish to cancel their subscription.After further investigation of the customer issue, the customer did contact Rent the Runway at least six times in regards to her “Unlimited” membership. Full details of the correspondence can be reviewed below. The customer asked to speak with a [redacted] on multiple occasions; however, the customer service representative at Rent the Runway did not pass along this request, had this been passed along a [redacted] would have rectified the situation immediately. This representative no longer works at Rent the Runway. The customer was refunded for the disputed amount of $158.76 and has spoken with two different [redacted]s at Rent the Runway. The customer confirmed that she was satisfied with the resolution that was given.Below are the customer’s interactions with Rent the Runway:The customer was charge for her first Unlimited order on 7/**/14 in the amount of $81.00 ($75.00 plus tax). She received her first Unlimited order on 7/**/2014.The customer emailed Rent the Runway on 8/**/14 stating that she had she had returned some items back on 8/*/14, and had yet to receive replacements that she was entitled to receive. The customer service representative assured her that new items would be sent out shortly, and the delay was due to a technical error on Rent the Runway’s end. The representative sent the customer two replacement items that arrived to the customer on 8/**/14.The customer emailed Rent the Runway on 8/**/14 stating that she had yet to receive any items that she had put into her “Queue” and she did not like the items she had received.  The customer service representative let the customer know that a these items are chosen by an automated system; however, since the customer was not satisfied by what she had received, the representative stated that Rent the Runway would send her four items of her choosing at no additional charge for a four day period.  This order arrived to the customer on 8/**/14.The customer was charged for her second month of membership on 8/**/2014 in the amount of $81.00 ($75.00 plus tax).On 9/*/14 the customer emailed Rent the Runway stating that she had yet to receive her newest Unlimited order.  The customer did not receive a response from Rent the Runway.On 9/*/14 the customer emailed Rent the Runway stating that she had still not received her newest Unlimited order.  A customer service representative informed the customer that due to the holiday weekend, the order will be slightly delayed.On 9/*/14 the customer emailed Rent the Runway stating that she had not received any items and that she was upset that she was paying for a month of membership when she did not have any unlimited items.  A customer service representative from Rent the Runway responded that the delay was due to a technical glitch associated with the customer’s account. She representative processed an order for the customer to arrive on 9/**/14.The customer received her third Unlimited order on 9/**/14.On 9/**/14 the customer was charged for her third month of Unlimited in the amount of $81.00, of this $81.00, $43.20 was charge to the customer’s credit card and the additional $37.79 was redeemed from the store credits that the customer had previously earned. On 9/**/14 the customer emailed Rent the Runway stating that she wanted to cancel her Unlimited membership. A customer service representative from Rent the Runway responded that the customer’s membership had been cancelled. According to the membership policy, the customer would need to cancel his or her membership prior to being charge. Therefore, in this case the customer would still be charged for the third month of membership.The customer emailed on **/*/14 stating that she had yet to receive any items for her last month of her Unlimited membership.  A customer service representative from Rent the Runway  decided to refund the customer for her last month of membership since the customer did not receive any items. The customer service representative refunded the customer’s credit card in the amount of $43.20 and added $37.79 worth of credits back to the customer’s account on **/*/14.On 11/**/14 the customer enrolled in the Unlimited  program again. The price had decreased, and the customer was charged $52.92 for the membership.On 11/**/14 the customer was refunded in the amount of $49.00 because she had not received any items for her first month of membership.On 12/**/14 the customer emailed Rent the Runway stating that she had not received any items during this month of membership.  The customer stated that she had been given $20.00 worth of store credits because she had not received any items on 11/**/14. A customer service representative from Rent the Runway responded that the customer’s inquiry on 12/**/14 would be forwarded to a [redacted].On 12/**/14 the customer was charged in the amount of $52.92 for another month of her Unlimited membership.On 12/**/14 the customer emailed Rent the Runway that she had now been charged for another month of her Unlimited membership, without receiving any items. A customer service representative from Rent the Runway responded saying that the issue was forwarded to a [redacted].On 12/**/14 the customer emailed that she had yet to hear from a [redacted]. A customer service representative from Rent the Runway responded saying that the issue was forwarded to a [redacted].On 12/**/14 the customer emailed that she had yet to hear from a [redacted]. A customer service representative from Rent the Runway responded  saying that the issue was forwarded to a [redacted].On 1/**/15 the customer was charged in the amount of $52.92 for another month of her Unlimited membership.On 1/**/15 the customer emailed that she had yet to hear from a [redacted]. A customer service representative from Rent the Runway responded saying that the issue was forwarded to a [redacted].On 1/**/15 the customer was refunded for 1 month of her Unlimited membership in the amount of $52.92.On 1/**/15 Rent the Runway received out the customer about a technical error on the company’s end. The customer responded the same day stating that she had not received  any items  for the last three months of her unlimited membership and wanted to speak to a [redacted].On 1/**/15 a [redacted] at Rent the Runway reached out to the customer to apologize for the customer’s most recent experiences.  The [redacted] let the customer know that her order would arrive on 1/**/15.  The [redacted] then refunded the customer for the two previous months of membership, totaling $98.00.Another [redacted] at Rent the Runway called the customer on 1/**/15 to apologize and confirm that the customer was satisfied with the amount of reimbursement that she had received. The customer was happy to speak with a [redacted] and was satisfied by the amount of reimbursement, which totals to 3 months of membership.

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:

The business continues to rely on communication that I did not receive. I maintain that I should not have been charged the full dress amount because I paid insurance, the damage was the result of regular wear-and-tear, and I was not allowed any time before the charge was levied. 
Thank you for your time and attention to my response. Sincerely,
[redacted]

Review: The promo card I received states that my accessory is included in my rental promotion, but the company states only the dress is included in my promotion.Desired Settlement: I received a promo offer which states on the promo card: To redeem your card: Visit [redacted] and enter your promo code at checkout. This card is a one time use and can only be applied to dress and accessory rentals. It cannot be combined with any other offer. This card is valid until 12.**.2013. I contacted the company through chat service (they have all kind of issues with their telephone line). I was told that the promo only included the dress rental. I told the representative that this is not fair when the promo card plainly indicates that the dress and the accessory could be rented. I feel that the words stated on the card should be honored. I should be able to include both my dress and my accessory in my promo offer because the words on the promo card states this.

Business

Response:

The customer complained about the discrepancy between what was advertised on the promotion code mailer (i.e. promo code to be used towards a dress & accessory rental) and the actual promo code (i.e. promo code only valid towards a dress rental). Rent the Runway recognized that this was an error and we modified the promotion code to reflect what was advertised to our customers. I have called & emailed [redacted] to apologize & notify her for this change. She has also been offered another discount promotion code that she can use towards a future rental.

Consumer

Response:

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,

Thank you so much Revdex.com and Rent The Runway. The company said they will allow me to rent a dress and accessories as stated in my promo card.

Once again, thank you.

I was nothing short of a extremely loyal customer to rent the runway for YEARS. As well as suggesting them to every member of my family and multiple of my colleagues at my firm. My mother had recently created her own account to surprise me with a romper she knew I had my eye on. After doing so, we suffered a family tradegy and mistakenly returned the item a week late. I completely understand that they followed standard and rightfully done procedure by charging late fees but to do it on a Sunday morning and wipe my account of $400 is ridiculous. Figured I'd simply call and considering what a loyal and long time renter I've been with them they'd help me amend this relationship by crediting the late fees for a one time forgiveness. WRONG it turns out this company will never return a single call or email. WORST company I've ever dealt with. Have yet to recieve any contact back WEEKS later and with countless attempts. They are careless and I will do no business with them ever again and spread the word to all the family and friends I had previously suggested them to.

Review: I've been paying monthly for their unlimited service and starting last month when they switched carriers for shipments I have not been receiving my packages. When I use the tracking service it states that the package was undeliverable with no such address and ship back to the sender. I've called once to complain and see if they can resolve the issue, but they brushed me off by sending me another order, which was the exact problem. This was the second time, so there's obviously something wrong with the procedure or input because I don't have any problems with any other shipments from anyone else. So I've called to try to get a resolution. It's been 7 days now and every time I call they just tell me they will call me

Back and no one ever calls back. It's absolutely ridiculous that this has to happen 3 times in the last month on a weekly basis. Their customer service is so poorly that as a consumer thou can't get to management or someone that can help. And because we are on the other side of the US we can only communicate on the phone. Every time I call they brush me off and no one ever calls back, it's been like this everyday for the past 7 days. It's either "the team is in a meeting", "the unlimited is off work", "she is away from her desk, I'll have her call you back" "the managers aren't in" "let me check on it and I will PERSONALLY call you back tomorrow" (I've heard this from Nicole, Samantha, and another person on 3 of the day's they've used this excuse) .,,, these were just some of the excuses I've been getting everyday. It's ridiculous how a 300+ employee company operates without having ONE SINGLE person call me back and try to resolve my issue. This is my first complaint to Revdex.com ever, and I'm

Beyond livid with their service and the unknowledgeable, rude, unwilling to help staffs they they have operating the company on behalf of the company. So I'm writing to you now in hope that I can get some help or even a feedback from the management team of this company.Desired Settlement: I hope for the company to have management or someone with the authority and knowledge to help me resolve my problem and issue me a refund for my paid but unused services. They also need to re-evaluate their customer service department because there are many people I know that also have these complaints but have not had the time to filed a complaint.

Review: I was billed for failing to return a 4 day rental, when in fact I emailed to change it to an 8 day rental. I never received an email confirmation that the dress was even coming. If I had, I would have made sure the dates were correct. I have called Rent the Runway 4 times to correct the problem with no response. I was charged $477.00 for not returning on time.Desired Settlement: I would like the amount refunded to my credit card.

Business

Response:

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]

[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.

Review: I made three orders with Rent the Runway (hereinafter referred to as RTR). I provided my correct mailing address for all three orders. However, the first two orders were sent to the same wrong address, and it is likely the third order (currently in transit) will go to the same wrong address. I do not know why the packages are being delivered to the same wrong address, which is different from the address I provided. I have never had issues with UPS delivering to my correct mailing address. I've called RTR twice regarding the non-deliveris. The first time I called for the first order of non-delivery, the girl said a refund would be issued, and said refund was not issued. The second time I called for the second order of non-delivery, the girl said she would issue the refund for the first non-delivery and a refund for the second non-delivery would be pending until she could contact UPS. Yet, I will have to call again to actually obtain the refund! The packages were not delivered for no reason attributable to myself, but I have to continue calling RTR to a) tell them I did not receive the package, b)request a refund and c) obtain the refund. Moreover, several of the times I tried to call, RTR claimed they were so busy I couldn't get through and/or I was on hold for an hour before I simply hung up.Desired Settlement: Please issue a refund for all three orders (about $146 for order [redacted]; about $124 for order [redacted]; about $97 for order [redacted]; total of about $367) as soon as possible as the third order will likely be delivered to the wrong address. I would like to avoid steps a-c for a second and third time.

Business

Response:

Review: This complaint is about Rent The Runway online.

It is very unfortunate that this place cannot run an honest deal. They have sold me a Pro Membership: [redacted] The page was advertising "Free Shipping" and "NO ADDITIONAL COSTS". Unfortunately, I placed an order for delivery this Saturday and they have charged me $25.05 for shipping. I contacted the business and they say that elsewhere on their website, under a link to FAQs, it states that Saturday deliveries are not free. There is no indication on the offer page that there are additional terms and conditions and that the customer should keep looking for them. Moreover, this is contrary to what they claim on the page selling the Pro Membership, i.e. there should be no additional costs. I have contacted the business and they have been unwilling to fix the problem claiming these additional terms were not concealed.

I am quite displeased with their lack of interest in resolving the problem and removing the shipping charge. They offered a discount for future orders, but I do not wish to work with a business that might try to change the terms on you after you already paid for a service.Desired Settlement: I would like the additional shipping fees refunded from my order. I also would like a representation from the business that there will be no additional costs - as promised when selling me the membership - for the remainder of my Pro Membership term.

Business

Response:

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 delivery. We do include a disclaimer of these exceptions on the landing page of our PRO membership. In the instance that a customer has overlooked pricing details, we are happy to compensate with RTR credits or a refund. We will be following up with [redacted] 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.

Consumer

Response:

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:

Unlike what the business claims, the Saturday exception was not stated in the Pro offer page. Rather, by posting on a different page these disclaimers the business mistakenly believes that the disclaimers become part of the offer. They do not. I cannot agree to a term that is not presented to me and for which I have no reason to search further. I 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 Internet. It does not govern our relationship with the business. Random 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 offer. As 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 service. That 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 charge. If 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,

Business

Response:

The customer purchased the PRO membership on 5/**/2014. Our

PRO membership costs $29.95 and it gives the customer free standard shipping, free

insurance, and a free birthday dress up to $50.00 for one year.

On the Rent the Runway home page it states “Rent all year

long for $29.95/year,” advertising the benefits of “Free Shipping, Free

Insurance, Free Birthday Dress.” The PRO

membership homepage does not explicitly state that free shipping only covers

standard shipping costs on orders, which is the reason that the customer felt

misled. Weekend and next-day delivery

costs are not considered standard shipping costs, but PRO customers are still

given a benefit of a reduced $9.95 rate on orders that are sent by these

methods.

On the product’s landing page ([redacted])

there is an option to click the “Common Questions” link, which states the full details

of the membership:

“For $29.95, you will receive free standard shipping and

insurance on all orders placed within one year of purchase date. Plus, you will

receive a $50 rental credit for your birthday month.”

“All standard orders are available for free shipping. All

weekend and next-day deliveries will be discounted $9.95.”

“You’ll receive a $50 promo code one month before your

birthday and again two weeks before your birthday. Offer is valid on any rental

items and has no minimum - happy birthday to you!”

How to cancel: “Email a stylist at [redacted]. Your PRO

membership will be renewed one year from your purchase date unless you cancel.

Current memberships are non-refundable once you’ve

placed your first PRO rental order.”

If the customer had not clicked the “Common Questions” link,

she would not have seen these details.

The Customer Insights Team Manager from Rent the Runway has

emailed the customer and refunded her in the amount of $25.05 on October *,

2014 because of the miscommunication. This refund takes 5-7 business days to show

up on the customer’s billing statement. Rent the Runway also let the customer

know that they will honor the free shipping for any future orders, until

5/**/2015 which is when the customer’s PRO membership expires, since there was

confusion around what the PRO membership entails. On October [redacted],

2014, the customer was also told that in order to use the PRO membership on any

non-standard shipments, she will need to contact Rent the Runway and a

representative will have to refund her for any additional shipping charges.

Consumer

Response:

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,

Review: Rent the Runway claims that I did not return a dress that I had rented that was due to be returned on September *, 2015. I got an email from them on September **, 2015 stating that they were charging me $50 per day for 18 days of the dress being late for late charges, totalling over $800! No prior contact was made to me to tell me there was an issue. The dress was dropped off at my local [redacted] drop box on September *, 2015. I've sent 2 emails, made 2 phone calls, and left 2 messages during business hours and I have yet to be contacted by anyone at this company to even confirm that they are looking into this. It is ridiculous for this company to let this go as long as it did with out letting me know there was any sort of an issue, and then charging me over $800 with no prior alerts!! This charge on my card was not authorized by me! I have filed with my bank to cancel the charges and cancelled my card to avoid further unauthorized charges from this company! Which is now extremely inconvenient for me, as I am traveling this weekend and my reservations were made with that card!!Desired Settlement: I want the charges refunded! I would have been more than happy to help research the issue of the dress being missing if I had been contacted and made aware of the situation, but their blatant lack of communication and respect for a customer who has spent a considerable amount of money with their company over the last year is ridiculous! I will no longer be referring people to their business or using them until this issue is resolved! These charges were NOT authorized and they have had NO contact with me, which is very unprofessional!

Business

Response:

The customer placed [redacted] order with Rent the Runway on August [redacted], 2015 for one dress item, totaling $31.50 to the card on file. The customer placed the order to arrive on September [redacted] with a return date of September [redacted]. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below.As of September [redacted], it was confirmed that the customer had not returned the Judith Dress back to Rent the Runway, resulting in the late fee charges of $837.40 to the credit card on file.After communication with the customer, the collections department will finalize all communication with the customer determining the final amount of late fees that will be charged to the card on file.Below is a detailed outline of the events and the conclusion of this interaction:On September [redacted], Rent the Runway collections department noted the return scan on the customer’s order [redacted], and concluded that the Judith Dress 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 $837.40 to the credit card on file. The collections department emailed the customer on September [redacted], outlining the details of this late fee charge and the policy that determined the amount of the charge.On September [redacted], the customer emailed Rent the Runway collections department, stating the dress was dropped off with a [redacted] drop box on September [redacted], the original return date. The customer called the collections department twice, and left voicemail messages with no response. On September [redacted], the customer emailed the collections department again, demanding a response to the email that was previously sent. On September [redacted], the collections department responded to the customer’s email, stating that they would need the exact location of the [redacted] drop box to further investigate the package. On September [redacted], the customer emailed the collections department in response, inquiring why it took a delayed period of time to receive a response from that department, and the customer did not include the [redacted] location information, further delaying the resolution for the customer.On September [redacted], the collections department responded, apologizing for the response delay, stating that the email servers were down, and that they still needed the [redacted] drop box location information to begin an investigation on the package. The collections department did not receive a response to this email from the customer.On September [redacted], the customer additionally emailed Rent the Runway customer service department, stating the case and that she had returned the items on the original return date of September [redacted]. The customer service representative responded to the customer stating that the collections department handles all late fee inquiries and that the customer should reach out to that department once again. The customer service representative stated that the customer service department does not have authority in refunding late fee charges. The customer did not respond to that email.On October [redacted], the collections department emailed the customer once again, requesting the [redacted] drop box location information to begin a [redacted] investigation on the package. The collections department stated that they needed this information to investigate and consider refunding any late fees that the customer has incurred. The collections representative stated that the department was more than happy to look into this issue for the customer. The collections department never received a response from this customer. After multiple attempts to reach out to this customer, the customer has not responded to the collections department. The collections department will handle any further communication with the customer in the case that the customer reaches back out to the collections department. 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]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.

Review: In October of 2015 I rented a dress from Rent the Runway for an event. On March *, 2016 I received an email from them stating the product I rented was never returned. My credit card was charged $972.90 for the "missing item" that was not returned on October **, 2015. First off, if the item was "missing" from October, I should have been notified long before 5 months later. Second off, I have the location in which I dropped off the dress, the time at which the dress was dropped off, pictures of the packaging the dress was in, and a tracking number for the product. My product was sent back as instructed, and my bank has been made aware that I am disputing these charges. An investigation is now pending. I emailed the collections department of this company on March [redacted], and [redacted] and I have yet to receive an email back in attempts to resolve this issue. This is unacceptable.Desired Settlement: I am requesting a refund in the amount of $972.90 because my product was shipped back before the due date and in the manner that I was instructed to do so. I have all information to prove my return.

Business

Response:

RTR Response:The customer placed an order with RTR on October [redacted] 2015 for the rental period of October [redacted]-October [redacted] 2015. The rental amount was for $50.75. The customer received the order on October [redacted] 2015. The scheduled return date was October [redacted], Rent The Runway did not receive the item on this date. In our Rental Policy agreement that we provide at check out, every customer agrees that they will be charged $50.00 + a day for everyday the rental is late. In this case the customer was charged $972.90 on March [redacted] 2016 due to RTR not having received the rental back on October [redacted] 2015. The customer reached out to RTR on March [redacted] and [redacted] to our Collections Team regarding the late charges associated with her credit card. The customer provided Rent The Runway with the [redacted] drop box information on March [redacted] 2016, Rent The runway collections team launched an investigation with [redacted] and refunded the customer the amount of $972.90 back to the customer credit card on March [redacted] 2016.This case has been marked as resolved and the final solution has been negotiatedFor reference, the sections pertaining to the cancellation 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 Cancellation Policy which states the following:COLLECTIONS. If you do not pay the amounts you owe to RTR when due, then RTR will need to institute collection procedures. You agree to pay RTR’s costs of collection, including without limitation reasonable attorneys' fees.B. RentalsThe following additional conditions apply to the rental of any Product.RENTAL FEE. The 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 Product. When you place your rental order for a Product, you hereby authorize RTR to charge your payment card for the Rental Fee. RTR will charge your payment card the amount of the Rental Fee immediately upon your rental order. A 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 reserved. In 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 below. Rental 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 order.RETURN PACKAGING. With 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 keep. If the RTR carrying case is not returned you will be charged a $50 fee (details below under “Lost Return Packaging”).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.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).LOST RETURN PACKAGING. If 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 number. Also, if you lose or fail to return the RTR carrying case you will be charged $50. If you still possess the RTR carrying case, it 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).

Consumer

Response:

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,

Review: I rented from this company over two weeks ago. I shipped the package back to Rent the Runway ON TIME and they never received the package back from [redacted]. I had two orders and one was received and the other was not, but they were put in a [redacted] drop box the same day! They went and charged my account for $650 WITHOUT NOTICE and then decided to email me after the entire amount was taken out. I will NEVER rent from Rent the Runway again. I have called numerous times and sent an email to the collections department and no one has had the decency to even let me know they are looking into this issue. I am so disappointed with the customer service of this company. Half of the items I paid for I couldn't even wear and now I am being charged $50 per day and getting hit with charges all at once! The best part is that they don't call or email back to get the situation taken care of.Desired Settlement: I would like to be refunded the $650 plus any other fees they decide to just charge me. I couldn't even use some of the items I rented, so I would like to be refunded for those too. I can't ever get in contact with anyone at this company. I have been trying to get something resolved since Wednesday September [redacted] and they have not responded back or I stay on hold forever when the system says the wait time is 4 minutes and I wait a lot longer. The collections department only has a voicemail set up, but they don't call anyone back! The email clearly doesn't do anything either.

Business

Response:

The customer placed order [redacted] with Rent the Runway on August [redacted], 2015 for four accessory items, totaling $40.00. The customer placed the order to arrive on September [redacted] with a return date of September [redacted]. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. As of September [redacted], it was confirmed that the customer had not returned the four accessory items back to Rent the Runway, resulting in the late fee charges of $650.00 to the credit card on file. After communication with the customer and a Rent the Runway investigation with [redacted] on the package, the collections department will finalize all communication with the customer determining the final amount of late fees that will be charged to the card on file.Below is a detailed outline of the events and the conclusion of this interaction:On September [redacted], Rent the Runway collections department noted the return scan on the customer’s order [redacted] and group [redacted], and concluded that the Crystal Cambon Pearl Bracelet, Victorian Crystal Statement Necklace, Petite Peacock Pearl Earrings, and Petite Crystal Tear Earrings 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 $650 to the credit card on file. The collections department emailed the customer on September [redacted], outlining the details of this late fee charge and the policy that determined the amount of the charge.On September [redacted], the customer called Rent the Runway customer service, stating that the accessory items were returned on the original return date, Sunday September [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 the customer would have to reach out to the collections department for any potential refund of these late fees.On September [redacted], the customer emailed Rent the Runway customer service, stating she had left a voicemail for the collections department about the late fee inquiry but had not received a response. The customer service representative stated the late fee policy and that the collections department would need to handle this inquiry, and the representative provided the customer with the collections department information.On September [redacted], the customer emailed the collections department stating that the items were returned on the original return date, and requested a prompt response. The collections representative responded to the customer stating that the collections department needed the [redacted] drop box location details from the customer so that a [redacted] investigation could be launched. The customer responded with the details of the [redacted] drop box location, and then sent a second email with an updated [redacted] drop box location, as the first one that was sent to the collections department was incorrect.On October [redacted], [redacted] tracking states that Rent the Runway has launched an investigation on the package to determine the location of the package. The collections department must wait until the investigation is finalized to continue all communication with the customer determining any refund of the late fees charged to the card on file.As of October [redacted], 2015, the collections department will continue all necessary communication with the customer, and the case with the customer service department has been marked as closed.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]4Late 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.

Consumer

Response:

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]

Review: I was a member of the Unlimited Bets Membership Program for Rent the Runway. The program would cost $45 (plus tax) for the initial month and and $100 (plus tax) for subsequent months. The program was not up to standard, so I canceled after my first month. There were not enough dresses in the unlimited program to warrant a $105 a month charge. I sent two dresses back on April [redacted] and sent an email on April [redacted] notifying RTR (Rent the Runway) that I would not be renewing my subscription the following month. I told them I still had 1 dress in my possession and would like to utilize the remainder of my membership (that I had paid for) until May [redacted]. They canceled my subscription, did not let me use the remainder of my days that I had paid for, and did not send me a return label for the dress that was still in my possession. The program includes free return shipping. I sent another email letting them know that I still had the dress. No answer.Not only did I not get to use my $105 subscription for the last month, I had no communication. It was a terrible program and I got terrible service.Now they want to charge me for the dress in my possession. I was charged $420 to my card today. I emailed them three times and called twice to let them know all I needed was a label to return the dress, since they were supposed to provide free shipping. No answer.Desired Settlement: I need a refund for the charge on my card and a label to return the dress. I also feel like I should receive a partial refund for the last month's subscription they did not allow me to use once I canceled.

Business

Response:

The customer placed an order with Rent the Runway to join our Unlimited Membership wait list on March [redacted], 2015. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which outlines the billing process of the Unlimited Membership. On March [redacted], the customer was let into the Unlimited Membership program and charged the first month’s fee of $49 plus tax, totaling $51.29. The customer was charged the second month fee for the Unlimited Membership program on April [redacted], 2015, which was $99 plux tax, equaling $104.94. The customer requested to cancel the Membership on April [redacted] by emailing Rent the Runway’s customer service department. The customer service representative canceled the Unlimited membership and let the customer know to return all items by May [redacted], or the customer would be charged a percentage of the retail value of the item the customer has in possession.Below is a detailed outline of the events and the conclusion of this interaction:The customer emailed Rent the Runway’s customer service on March [redacted] requesting for an explanation of the $51.29 charge. The customer service representative explained to the customer that the charge was for the first month fee of the Unlimited Membership. The customer was satisfied with the explanation and thanked the representative for the assistance.The customer then emailed Rent the Runway’s customer service on April [redacted] requesting to cancel the Unlimited Membership. The customer service representative canceled the Unlimited Membership for the customer and informed the customer of the cancellation. The customer service representative mentioned that the customer must return all items in possession no later than May [redacted], the customer’s next bill date, or she would be charged 70% of the retail value of the item. The 70% of the retail value of the item not returned was the previous percentage used, however at the time of the customer’s return, the percentage changed to 100% of the retail value of the item not returned. This allowance for the percentage change is outlined in the Terms and Services the customer initially agreed to at checkout for the Unlimited Membership. The customer service representative also mentioned to call Rent the Runway’s customer service if the customer had any confusion. The customer responded stating she did not have a [redacted] label to return the last item. A customer service representative mistakenly responded to the email stating that the customer would get a new return label with the new Unlimited shipment that would be coming to the customer, even though no new shipments would be arriving to the customer due to her cancelation. Rent the Runway recognizes the mistake of the service representative, and the customer did not respond to this email. The customer did not return the dress to Rent the Runway by May [redacted], therefore incurring the fees that are outlined in Rent the Runway’s Terms and Services for the Unlimited Membership. On May [redacted], Rent the Runway’s customer service emailed the customer informing the customer that the card on file was charged 100% of the retail value of the item that was not returned. The customer responded stating that the case would be taken to Revdex.com for resolution, because the customer was waiting on a return label to be sent to return the items. The customer service representative stated a label would be sent to the email address on file, and that the customer then had until Friday, May [redacted], to return the item for a full refund of that charge.As of May [redacted], the customer has not returned the item back to Rent the Runway. Rent the Runway’s customer service team will extend the date of return for refund to Wednesday, May [redacted]. A customer service representative will inform the customer of this extension, and that the customer has until that date to return her items for a full refund of $418.20. If the customer does not return the item by May [redacted], the customer will not receive a refund for the charge.In the terms and services, Rent the Runway outlines:Damage, Failure to Return Products. Unless you cancel your Unlimited subscription, it will automatically renew on a monthly basis. You expressly authorize us to collect the applicable subscription fee and any taxes, using any payment card on record for you, in connection with any such auto-renewal. You may cancel your Unlimited subscription or find out more information about your Unlimited subscription, including your monthly renewal date, by contacting [redacted] As soon as you cancel, you will not be eligible to receive any additional Products through Unlimited. You may continue to keep Products you have already received through Unlimited, but you must return to RTR all such Products on or before the last day of the monthly subscription period during which you cancel. You will not be entitled to any refund of subscription fees.Changes to and Termination of Unlimited. As Unlimited is a beta program, we reserve the right to modify Unlimited (including the monthly subscription fee) or terminate Unlimited or your Unlimited subscription at our sole discretion. If we terminate your Unlimited subscription, we will provide you with, as determined in our sole discretion, either (a) a prorated refund for the remainder of your current monthly subscription, or (b) continued access to Unlimited for the remainder of that monthly period, in accordance with these Terms. However, we will not give any refund for termination related to conduct that, in our discretion, violates any terms set out in these Terms or any applicable law. If we choose to provide you with continued access to Unlimited for the remainder of that monthly period of your subscription, you will continue to have access to Unlimited during that period, except that we will not send you any Products within ten (10) days of the end of that period. Prior to the end of that period (or, if we do not provide you with continued access to Unlimited, immediately upon our termination of Unlimited or your Unlimited subscription), you must also return to RTR all Products you have received in connection with Unlimited.Lost Return Packaging. If 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 number. Also, if you lose or fail to return the RTR carrying case you will be charged $50. If you still possess the RTR carrying case, it 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).

Consumer

Response:

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 let RTR know that I had already sent my two other items back prior to sending my cancellation, therefore I would not be able to receive a label unless they sent it via email or let me continue the service I HAD PAID FOR through the remainder of the month. I did not receive my label until May [redacted], after I had already been charged for the dress. I could not return the dress without the label I requested. How could I return the dress without the label I had requested IN MID APRIL and did not receive until May [redacted]? I had to file a dispute with my credit card company, as well.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The customer returned her dress on 5/**/15 and was received back to Rent the Runway on 5/**/15. Rent the Runway then refunded the customer's credit card in the amount of $418.70. The customer was notified of this refund on 6/**/15 by a [redacted] at Rent the Runway. Rent the Runway considers this matter to be resolved.

Consumer

Response:

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,

Review: I rented two dresses from Rent the Runaway. Both of the dress were delivered and sent back on the expected return dates of October ** & October [redacted]. I also dropped off returns for my sister and a friend. This is a total of 4 returns. The dresses were dropped off at a [redacted] Drop Box across from the street from my apartment. In my mind since I heard nothing from Rent the Runway that my dresses along with the additional packages. None of us had heard anything about missing returns for two weeks. On Monday November *, I received an email from Rent the Runway stating that my credit would be charged for $540.50 since my dresses were two weeks late. The email stated that of the dresses were not returned within 20 days I would be charged the full price of dress. I immediately emailed [redacted] and wait for a response. I then called [redacted] to check the status of the packages. In this time [redacted] has worked with me to find the missing dresses. During this period of time still no word for Rent the Runway. I have called, left messages,and emailed Rent the Runway all day today to try to resolve this issue. I was able to receive a response via Facebook and was told to email collections. Once I explained this to them they said that situation would be excalated. However at this point I have a $540.50 on my credit card and still racking up $50 a day charge and working towards paying $1125 for both missing dresses..

My sister emails Rent the Runway in regards to her returns and they told her they received 4 of 5 of her items. All the items were in the same [redacted] package. I am not understand how one item was lost. In this Rent the Runway stated that her and I would receive a call from a manager by 6pm EST at 12p EST. Neither of us have received a phone call from anyone.

I currently have an investigation going on with [redacted] to try to locate these package.Desired Settlement: I want to be refunded the $541.50 for the "late fee" for the dresses and any additional charges which are applied after. I would also love the $24.99 I was charged for the pro service that I bought when I was going to continue to use the service. I never plan of using Rent the Runway again after this experience and will not need the service. This would total $565.49.

Business

Response:

The customer placed an order with Rent the Runway on September [redacted], 2015 for four dresses, and the Rent the Runway Pro Membership totaling $86.15 charged to the card on file. The customer placed the order for two dresses to arrive on 10/**/2015 with a return date of 10/**/2015, and for two dresses to arrive on 10/**/2015 with a return date of . Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. As of 11/**/2015, it was confirmed that the customer had not returned the items back to Rent the Runway, resulting in the late fee charges of $540.50 to the credit card on file. After communication with the customer and the [redacted] investigation on the package, on November *, 2015, Rent the Runway has refunded the customer the $540.50 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 November [redacted], 2015 at 11:59 PM, the Rent the Runway collections department notified the customer Order # [redacted] had not been returned and that the card on file was charged a total of $540.50. The collections department waived 3 days of late fees for this total charge. On November [redacted], 2015 at 9:52 PM, the customer responded stating the item was returned to a [redacted] drop box one day before the rental end date. The customer stated frustration with [redacted] delivery and return issues.On November [redacted], at 2:42 PM, the customer sent a separate email to the Rent the Runway Collections department which contained the email inquiry the customer sent to [redacted] at 10:52 AM about the missing order. On November [redacted], the Collections department responded to the email, sent to collections on November [redacted], and requested the customer provide the address to the [redacted] drop box location for the return.On November [redacted], at 1:09 AM the customer responded stating frustration that this information had already been provided, and included email the customer sent to [redacted]. The email included the address, date and time for the return as follows: All items were placed in a large [redacted] envelope. It was placed into the drop box located at the Profession Center [redacted] on Monday October **, 2015 at 7:00am. On November [redacted] at 9:26 AM the late fees were refunded to the card on file in the amount of $540.50.On November [redacted], at 10:26 AM, the collections department responded to the customer stating the refund for the charged late fees had been issued as the items had been returned according to policy. 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.