Rent the Runway, Inc.

Review: The worst experience I have ever had in customer service and delivery. My post is long, but it's a MUST read if you're thinking about utilizing this service.

* I ordered a dress three months prior to my sister's wedding based on her specifications for my maid of honor ensemble.

*Rent the runway (RTR) contacted me two DAYS before the event to tell me the dress was damaged and not available in the size I requested. They offered me another at double the value, in addition to my back-up size of the first dress over-nighted to my home in Alaska.

* 24 hours before boarding my plane for the wedding, the new order of dresses had not arrived and according to the post office they would not arrive before I departed for my event (keep in mind I anticipated delays because of my location and ordered the dress with THREE days to spare before I would be boarding my flight) RTR confirmed that the dresses would not be reaching me in time and asked that I select two new dresses because they didn't have either of the choices I had selected in stock for the days I requested. I am on my third and fourth choice of dress. Moments after selecting two new styles I was informed that neither was in stock in my size and that I would need to select two MORE choices. [redacted] and [redacted].

*At this point I worked over the phone with a stylist named Breanne who was incredibly patient and helpful. I can not emphasize enough how AMAZING she was - truly the only positive of the entire experience, I would rate her service 10/10. She assisted me in finding styles that would be flattering based on my body type and did research about the reviews because I was at work and unable to put off meetings. We selected two new dresses.

*Following this conversation I was contacted by email by a different stylist and asked to change my dress order AGAIN because one of the dresses I selected with Breanne was no longer available. I am now on my 7th choice and the stylist is telling me that NONE of my new selections (8th, 9th, 10th) for a replacement are available. We select two new dresses in sizes that are not my first choices. This is a time consuming process taking place on East Coast time, so I'm now stepping out of meetings at work trying to make this happen before they close.

*I arrived in Idaho and did not receive my dresses until the day of the event. On the plus side, they tried to compensate by sending me three dresses total to chose from instead of two. On the negative end, these dresses were my [redacted] and 12th choices in addition to a style I had never even mentioned. The dress that worked the best was ill fitting and stretched out in the hips. None of them were even close to what I was supposed to be wearing as the maid of honor.

*After the event I discovered that neither of the garment bags contained the necessary shipping cards to send the dresses back, which I understand because they were trying to rush them out to me in time for the event. When I called to request that shipping labels be emailed to me I advised the stylist that the dresses that arrived late in Alaska (my first changed order) were probably still on my porch because I had to leave for the wedding before they arrived and as I was not set to return until the following week they would be very late coming back. He assured me that this was fine and asked if I could have a neighbor pull them inside so there would be no theft or damage.

*I arrived home, waited 48 hours for the shipping labels and contacted a stylist to ensure that I would not be charged a late fee. She told me via email that I would not and that the dresses just needed to be in the mail by the week of 1/**-1/**/2016. I mailed them on Friday, 1/**/2016 after work and because of the holiday (MLK Day on Monday) they likely went out on Tuesday, 1/**/2016.

*Yesterday I received a change for -$432.00 from RTR as a "late fee" for the first dress that came in late and I wasn't even able to consider wearing because I was on a plane by the time it was delivered.

*I was told over the phone that it had been sent to RTR Collections and that there was nothing that could be done aside from a request to reverse the charges in 48 hours. I was told I would receive a follow up email to confirm this. I never received an email and have yet to receive any communication regarding the refund or observe activity showing that the charges have been reversed. Through out all of this I was not offered any type of compensation, despite a detailed paper trail showing the entire mess.

I have had two good experiences with RTR before this, but I will NEVER use this service again.Desired Settlement: I would like to be reimbursed for the late fee. There's nothing I can do about my sister's wedding at this point.

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 had an issue with Rent The Runway that resulted in the wrong dresses being sent, as well as additional dresses being sent to me late such that collection charges accrued. That issue was resolved and I was given a promo code, [redacted] that is to expire 12/**/2016. The [redacted] code was to rent one dress of any price and one accessory (excluding Chanel) of any price on us. This promo code is not being honored. I was notified today that the [redacted] will not be honored. Instead I was offered a different, limited price code for $250. Details are in the emails pasted below.Desired Settlement: I would like the original promo code offer that I agreed to accept, [redacted] that is to expire 12/**/2016. The [redacted] code was to rent one dress of any price and one accessory (excluding Chanel) of any price.

Business

Response:

On December [redacted] 2012, the [redacted] of Customer Insights from Rent the Runway emailed the customer issuing the customer a promotion code, [redacted], that is valid on the following “rent one dress of any price and one accessory (excluding Chanel) of any price” on Rent the Runway. Rent the Runway’s [redacted] then let the customer know that promotion code expired on 12/**/2016On April [redacted], 2015 the customer emailed Rent the Runway to see if the promotion code, [redacted] was still valid. A customer service representative responded to the customer, letting her know that the promotion code expired on 12/**/13. The customer then responded to the representative, letting her know that the promotion code, should not have expired until 12/**/2016 and included the email exchange from 12/**/12. The customer service representative let the customer know that the code has been disabled and gave the customer a promotion code for a free rental up to $250.00. The customer never responded to this email. On May [redacted] 2015 the [redacted] of Customer Insights reached out to the customer to let her know that the code had been disabled previously; however, Rent the Runway was able to enable the code and that the customer should be able to use it through 12/**/2016. The [redacted] also let the customer know that if for some reason the code did not work, Rent the Runway would honor the code and refund her for the cost of 1 dress and 1 accessory (excluding Chanel) once the order is placed.On May [redacted], 2015, the customer thanked Rent the Runway and let the company know that she would alert them if the code did not work.As of May [redacted] 2015, the customer has not contacted Rent the Runway nor has she placed an order with that code. Rent the Runway considers the matter 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. The discount code was re-activated and should work until 12/**/2016.

Sincerely,

Review: I have never done business with such a disorganized dishonest company! STAY FAR AWAY! I returned the two dresses I rented, one was the dress I ordered in the wrong size and one was a random dress also in the wrong size. They claim they have never received my return and charged my credit card for $1200. Mind you this is 2x the value of the dress I actually rented. The dresses came in worn and one even had a hole in it. So disappointing. I am furious and they have stopped talking to me. We are going to hire a lawyer to deal with this problem. I have never done business with such poor customer service in my life. What a joke of a company!Desired Settlement: I would like the charge to be taken off my credit card.

Consumer

Response:

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

Review: Rent the runway's customer service is appalling and a refund they promised has not been submitted effective the date they promised, a notice of claim has been put in with the bank.Desired Settlement: A refund of $97.93 issued back onto my debit card.

Business

Response:

The customer placed an order with Rent the Runway on October [redacted], 2015, for the “Noir Timeless Love Gown”in two sizes, which totaled $97.93 to the credit card on file. The customer placed her rental to arrive on 11/**/2015 with a return date of 12/**/2015. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which explains the company’s cancellation policy.On November [redacted], 2015 at 1:49 PM the customer adjusted the rental period to start on 12/*/2015. The customer then contacted Rent the Runway via phone at 1:54 PM to request a cancellation for a refund to her credit card because she was cancelling more than 30 days in advance of her rental start date. The call was escalated to a manager and as a courtesy was refunded in full $97.93 to the credit card on file.This case has been marked resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On November [redacted] at 1:49 PM, the customer used the Self-Service Feature on the Rent the Runway website to adjust her rental period from November [redacted] to December [redacted]. On November [redacted], at 1:54 PM the customer called Rent the Runway and spoke to an associate about cancelling her order for a refund to the Credit Card. The associate informed the customer her order had just been adjusted and the original rental start date was within 30 days so the cancellation would be for a merchandise credit to the customer’s Rent the Runway account. The call was escalated to a senior manager, who reiterated the cancellation policy. The customer cursed at the manager and demanded executives’ contact information. At 2:40 PM, on November [redacted], another senior manager from Rent the Runway called the customer back. The customer continued to use profanities. The manager issued the refund as a one time courtesy to the credit card on file in the amount of $97.93.At 8:48 PM, on November [redacted], the customer emailed Rent the Runway stating a refund for the cancellation should not have been an issue, the refund should post to the bank account in 3 business days, and that a claim had been filed with the bank and with the Revdex.com.At 11:06 PM, on November [redacted], a Rent the Runway representative responded to the email, stating the refund had been issued, and as a courtesy as the cancellation was within 30 days of the original rental start date. On November [redacted], at 5:49 the customer responded stating that she was within the terms of our cancellation policy because “ delivery date isn't specified as to whether it's the original or not.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 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:CANCELLATION POLICY. You may cancel your rental order subject to the following cancellation fees and policies: If you cancel thirty (30) or more days in advance of the delivery date, there is no cancellation fee and you will receive a full refund issued to the payment card you used for the order.If you cancel less than thirty (30) days but more than fourteen (14) days in advance of the delivery date, you will not receive any refund, but you will receive a full credit to your RTR account for the Rental Fee associated with the cancelled order. This credit can be applied to any future RTR rental.If you cancel fourteen (14) or fewer days in advance of the delivery date, you will receive a credit to your RTR account for the Rental Fee associated with the cancelled order, minus a cancellation fee of $9.95.

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]

Regardless of what rent the runway's policy is, dishonesty and poor customer service are not a part of that contract. I should not have received such a hassle or problem since the policy itself is not clear, and there are no specifications on the delivery date. The refund was not a curtesy but their obligation. My use of profanities, though well deserved, was not a part of the conversation. Rent 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,

Review: I joined Rent the Runway's Unlimited service and received a dress back in May. I wore it once, even posted photos and a review of it on their website, then promptly returned the item with one other dress and a purse in the same shipping envelope that I had also rented. I noticed a few days later that the first dress and purse had been marked as returned, however the dress in question was still shown as missing. I sent numerous emails and made many phone calls about this dress. After about a week of going back and forth, I was finally told that the dress had been received, and there was no issue. Rent the Runway sent me my next Unlimited order, and all was well. Until Friday, 10/09/15.

Without any notice, I received an email from Rent the Runway informing me that the "missing dress" (IE THE DRESS THEY LOST), was being charged to my card on file at the cost of $302.68 including taxes. Absolutely ABSURD and FRAUDULENT. There is absolutely no way that they could have received the other two items in the package, and not the dress they claim is missing, as the two dresses were folded together.

This fraudulent charge has caused me to overdraft on my bank account, not have enough money to make my car payment, and have no money for food or gas for me and my eleven month old son until next payday. They have literally left me starving and struggling to survive all due to THEIR ERROR.

I have sent three emails, made numerous phone calls (which none have been answered, but I have left messages with a call back number) and no reply. I have commented on their Facebook, on Twitter, Yelp, and now here. I need this money back immediately, I am a single mother on a small income, and starving me and my child is beyond unethical.

I've rented from RTR for years, and used to love their service. I was so excited when they opened a physical location in my city as well. Now due to this, I will never use their service again if this isn't made right - sooner rather than later.Desired Settlement: The $302.68 refunded back immediately as well as the $35.00 overdraft fee this caused.

Business

Response:

The customer placed an order with Rent the Runway’s Unlimited Subscription for delivery on May [redacted], 2015, for one dress, totaling $0. The Unlimited Subscription program is on a monthly payment basis, and the customer is charged $99 plus tax each month for membership, to have three items from Rent the Runway in her possession at a time. In order to receive a new item, an item must be returned back to Rent the Runway. The one dress, named the Orchestration Gown, which was delivered on May [redacted], 2015, was never returned back to Rent the Runway. If a customer cancels the Unlimited Subscription program, all items must be returned back to Rent the Runway by the return date in the membership agreement. Upon checkout of each and every order with Rent the Runway, the customer agreed to Rent the Runway’s Terms and Services, which are stated below.As of 07/**/2015, it was confirmed that the customer had canceled the Unlimited Subscription program yet not returned the Orchestration gown back to Rent the Runway, resulting in the late fee charges of $302.68 to the card on file.After communication with the customer and a Rent the Runway internal investigation on the package, on 10/**/2015, Rent the Runway has refunded the customer the $302.68 in late fee charges as a courtesy. This case has been marked as resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On June [redacted], 2015, the customer emailed Rent the Runway customer service department to cancel her Unlimited subscription, stating all items in possession were returned to Rent the Runway, per the cancellation agreement. On June [redacted], 2015, a Rent the Runway customer service representative canceled the Unlimited membership.As of 10/**/2015, the Orchestration Gown had never been returned back to Rent the Runway. On October [redacted], a collections department liaison emailed the customer, informing the customer that the card on file would be charged $302.68. According to the Rent the Runway cancellation policy, the return date for all final items was 7/*/2015, but Rent the Runway still had not received the returned merchandise. As a result, the credit card on file associated with the Unlimited membership was charged 70% of the retail value of each outstanding item per the terms of the membership agreement.On October [redacted], the customer responded to the collections department, stating that the issue had been previously resolved and that the Orchestration Gown was in fact returned, and requested a refund of $302.68 for the late fee charges. On October [redacted], the collections department representative emailed the customer in response, thanking the customer for the information and informed the customer that the refund would be processed shortly due to the inconvenience.On October [redacted], 2015, the customer was refunded the late fee of $302. 68 and all negotiations have been finalized.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 UPS.- 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.

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 has a fraudulent billing system. They charged me EIGHT times for one transaction and claimed that they were having computer problems. 7 days later, they still have not voiced the transaction.

This was my first time attempting to use this company. I never received a dress, and have spent hours on the phone and sending emails trying to have them resolve this error.Desired Settlement: I want my money returned to me.

Business

Response:

The customer, [redacted], attempted to place an orderwith Rent the Runway on November [redacted] and[redacted]. On November**, 2014, the customerattempted to place an order seven times. Six of the seven attempts were in theamount of $155.32. One attempt was for $182.58. These orders were notsuccessfully processed because the customer’s credit card was declined duringcheckout. In this particular instance, we reviewed the failed transactionsthrough Rent the Runway’s billing system, [redacted] and saw that each ofthese charges were declined due to the following reason:“Declined (Authorization with the card issuer wassuccessful but the transaction was declined due to an address or ZIP codemismatch with the address on file with the card issuing bank based on thesettings in the Merchant Interface.)”To summarize, the card was declined because the billing zipcode entered at checkout did not match the information that is associated withwhat that customer’s credit card company has on file. When a card is declinedat checkout, Rent the Runway immediately rejects the funds.What the customer is viewing on her statement is the customer’scredit card company holding the funds as pending transactions. The credit cardcompany typically holds these funds for 3-5 business days. Once the credit cardcompany recognizes that the transactions have been declined, the credit cardcompany releases the funds back onto the customer’s credit card. Since Rent the Runway does not have any ofthe funds, we are unable to release the funds to the customer.The customer emailed Rent the Runway on November**, 2014 tonotify a customer service representative of these billing issues. The representative let the customer know thather credit card was declined because her billing address did not match the cardon file. After some correspondence regarding the issue mentioned above, amanager at Rent the Runway sent the customer a screen shot of the declinedcharges.As of December*, 2014, Rent the Runway does not have any ofthe customer’s funds. All eight charges were declined and the funds have eitherbeen released or need to be released by the customer’s bank. On December**, 2014 a Manager at Rent the Runway reachedout to the customer to see if all of the funds had been restored to thecustomer’s bank account.

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 have signed up online for rent the runway which is a webiste for clothing .. they have opened a location in Flatiron, NYC which requires you to pay a $25 fee for entering the store to try on cloths from a stylist there. I have booked online and there is no way online to change the appt or get a hold of anyone at the location by email or phone to see if anything can get changed and also just get some more information regarding there store. There is a number listed as well as email address and have tried to reach out numerous times. I did get a response back on what time I can change it but then never heard back confirming or giving me a call back. If I fail to not show up to teh consultation then I lose my $25. I yet dont know to change the time or get a hold of anyone running this operation.Desired Settlement: I want a phone call confirming my status and if nothing can be done then alteast a refund.

Business

Response:

In case [redacted], the customer writes that she paid a $25 fee to visit our Flatiron showroom. When trying to contact the Flatiron staff to reschedule her appointment, she was unable to reach anyone that could help address her concerns. She assumes that by not showing up she will lose her $25, and expresses additional frustration that she is unable to reach anyone to discuss.Though the customer states that our NYC location “requires you to pay a $25 fee for entering the store to try on clothes,” this is actually not a standardized fee. The $25 fee only applies to appointments for one-on-one styling sessions, due to the additional expense of pulling dresses from our warehouse specifically for these appointments. For customers who wish to come unannounced and browse through selections that we have on rack, we are able to accommodate walk-ins at no charge. Additionally, our staff at the Showroom is not always immediately accessible by phone if they are assisting customers in-store, but we do have a general help line where our Customer Service team can address all general or Showroom-related concerns.Typically, no-show appointments at our Showroom are nonrefundable, but we are always willing to offer reimbursement for the $25 fee if there has been any lack of communication or inconsistency on our end. To this point, a representative from our Customer Service team will be reaching out to this customer personally to address any further concerns and to ensure she has been properly reimbursed for any inconvenience with her Showroom experience.

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 signed up for this service to check out the website as, at the time, you could not view the products without an account. My logic was that if I didn't end up using the service, I could just delete my account and information. I found that there was no button for this request as some sites have and decided to contact the company through their preferred means of email.At first I received an email saying that I would be removed from the mailing list. A step, but I replied asking to also have my account deleted as well. I was promptly answered and assured that my account would be removed from their system. This was a satisfactory response and timeframe for me, or it would have been.I like to check on such things, so I went back to the site and was able to log in with my old information. I realize that perhaps such requests take time, so I did give it time, but still my account remained. I contacted the company again. The response was apologetic and once again I was told that this would be rectified. I checked again and that wasn't the case.I admit fully to allowing this issue to fall by the wayside for a some time before my next attempt. I may have even forgotten about the whole thing except I recently started getting advertisement emails from the company. This is not something that should happen when I've been removed from the mailing list.I already knew I didn't want to use the service and now I was being spammed by them. My first instinct was to come straight to the Revdex.com, however, I thought to give them another chance. Perhaps the services had improved. I sent another email through their preferred method on the site as usual and this time I've received no reply.Desired Settlement: More than ever, I don't want a company like this to have my information or be able to contact me again. All I ask is that my account and any information attached to it be deleted from their database entirely and to have no further contact.

Business

Response:

At the time of her original request, the removal of the account was not done properly. The representatives handling these requests will be spoken to and shown how to correctly submit an account removal request. The customer's account has now been removed and she will no longer have access to log in to the website. She has also been removed from any email or print marketing lists.

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 a dress with a "free birthday dress" credit (as advertised) I received as a member of their "Pro" program; this program gives you a $50 credit towards a dress rental, I rented a dress that cost less than $50 and therefore paid nothing for the rental. The dress was due on 01/**/2015 but I returned it 4 days late (I dropped it in a [redacted] box after noon on 01/**/2015). On 01/**/2015 TWO WEEKS after my rental was returned my bank account was debited $212, out of the blue with no warning ($50 per day late plus "applicable taxes"). I contacted the company via e-mail immediately and received a response from their collections department indicating it was a late fee.

I did not think about returning the dress late because 1) I have returned almost every rental I have ever rented from this company late with no penalty, and 2) It was never made apparent that there are late fees (which I consider to be exorbitant in the amount of $50 per day). The information on late fees is located in the "FAQs" section and is not available or displayed readily on the website when making purchases (I have seen others have experienced problems and made complaints via the Revdex.com on this same issue). Since I have used the service many times with no late fees I did not think it would pose such a nightmare.

I responded to the company's e-mail response expressing my concern and dissatisfaction with the fact that the details of the late fees for rentals are not clearly displayed on the website in the purchasing section and that I had never been charged a late fee before. I never received a response. However, on 01/**/2015, two days later, the company's debit was retracted from my bank account and the money was put back in. I was pleased with the refund, but not for long, on 01/**/2015, 4 days after the refund, the debit was applied to my account AGAIN and the money was taken out, for a second time! I e-mailed the company again and have not received a response. I attempted to contact someone regarding this issue on their website via the "chat" function and was told that they could not help me, all they could do was forward my complaint on to their collections department but due to the in-climate weather their responses have been delayed.

My major complaints with the service I have received from this company are:

1) The suspicious charge for a late fee ONLY when using a coupon for a "free" rental,

2) The lack of response from the collections department regarding my complaints,

3) The details regarding the "rental agreement" not being readily advertised or available when making purchases,

4) The lack of notice that a large charge would be made to my account TWO WEEKS after the rental had been returned (the charge in fact overdrew my bank account),

but most of all:

5) The charging of $212 to my account, then refunding the money, then charging me AGAIN!

My personal financial security and privacy has been violated. I am sorely disappointed that my business with this company has come to this end.

Sincerely, [redacted]Desired Settlement: I would like to be refunded the full amount that was charged for the late fee ($212). I have made a request with RTR's customer service that my credit card and personal information be removed from their service and my account to be cancelled, I would also like to see that this request is followed through.

Business

Response:

The customer placed an order with Rent the Runway on December [redacted], 2014 for two dresses valued at $50. 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 card. The customer placed her rental to arrive on 12/**/2014 with a return date of 1/*/2015. 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 4 days late returning her items, resulting in the $212.00 charge that the customer is disputing. The customer was charged $50 for each day late, plus tax. A member of the Collections team at Rent the Runway informed the customer of these charges, and the customer confirmed she did return the order late. 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 1/**/2015, a collections representative from Rent the Runway sent an email to the customer stating that her order was returned 4 days late, and that $200 plus 6% tax was charged to her credit card on file in late fees. Additionally, the collections representative outlined Rent the Runway’s Terms and Services that the customer had agreed to at checkout. At this point, the customer was charged for 4 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 Sundays. On 1/**/2015, the customer responded to that email requesting a refund for the $212 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 $212 was refunded to her bank account, then deducted once again. The customer requested a full refund of the charges in this interaction. A 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 occurred. The original charge of $212 in late fees was submitted on 1/**/2015 and settled on 1/**/2015. Rent the Runway did not pursue any further activity with this customer’s payment information. On 1/**/2015, the customer used Rent the Runway’s chat service, to request that the Collections department speak with her about the late fee charges. The customer service associate assured the customer she was passing along the information about her case to the manager of the Collections department. The customer ended the chat without responding to the customer service associate. On 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 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.

I have been an unlimited member for about 6 months now. I can't say how frustrating it has been. They place your shipments on a 2 day shipping with USPS but don't be surprised when that never happens. It usually takes more like 7-10 days! The selection is minimal and you are only allowed to take out 3 items at a time. They raised the amount from $99 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 money. I hope they make big changes to this program I will not be re-subscribing until they do.

Review: Over the past year I have spent over $500.00 renting dresses from Rent the Runway. Today I was charged $54.00 in late fees for an item that was dropped in the [redacted] Return box on Monday, Dec [redacted].

I will be canceling my account today. FYI - this is NOT how your grow your business.Desired Settlement: I would like a full refund of $54.00

Business

Response:

The customer placed an order with Rent The Runway for a 4 day rental from December [redacted] - December [redacted] order #[redacted]. The customer was charged 64.80 to her [redacted] Card. The customers return date for the rental, was December [redacted] 2015. Rent the Runway relies on customers to send their merchandise back by the end of their rental period, these are time sensitive rentals and mostly likely need to be sent out to another customer within a small time period. The customer states that Fed Ex was the shipping company we use, unfortunately the shipping label we offered to the customer was [redacted]. UPS did not receive the package until 12/**/2015, two days past the due date of the customers rental. This resulted in a $54.00 dollar late fee. On Monday January [redacted] 2016 3:20 PM the customer e-mailed in about an e-mail she received from Rent The Runway stating there was a charge made to the credit card on file for a $54.00 late fee, a collections team member answered the customer at 4:44 PM on January [redacted] 2016. The collections e-mail states: Thank you for getting back to us. Your order needed to be scanned in by 12/**, but wasn't postmarked until 12/**, making the order two days late.If you believe this is an error, please reply with the following information:1. Drop off date and approximate time2. Exact address of drop off location3. Drop off method (ex. drop box, store, third party)From there, we would be happy to look further into this matter and resolve it as soon as possible. If you have any questions or concerns, let me know and I would be more than happy to help.Fashionably Yours,Rent the Runway CollectionsAfter this e-mail we have had no further communication with the customer, Collections offered to do an investigation involving this issue,we did not receive any further information. This case has been marked as resolved and the final solution has been negotiated. For reference, the sections pertaining to rental policies and returns is below:In the terms of services, Rent the Runway outlines: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.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 UPS 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).

Review: I rented a dress online from RTR to arrive on Thursday, February * for return on Sunday, February *. Each RTR rental charge includes a charge for insurance, which I paid in this case.

I wore the dress to a wedding, and a part of it ripped during the wedding dinner, while I was seated at the table. The small tear in one of the layers of material did not require that I mend it or leave the event; I believe it was so small that no other guests would have noticed. The material of the dress was clearly worn out as it ripped through normal wearing while I was seated and not moving.

I returned the dress by [redacted] as directed on Sunday, Feb * and received no further contact from RTR. On March *, still without any communication from RTR, my credit card was charged for the full retail price of the dress, more than $1,000. Soon after, I contacted RTR online to contest the charge through the online chat function. The customer service rep told me I had to contact their Collections@ email address, which I did on April *. More than three weeks later, I have received no reply from the company.Desired Settlement: I would like the full charge to be refunded to my card because I have always paid insurance, which is explicitly to cover regular wear-and-tear damage of the type that occurred in this case.

Business

Response:

On January [redacted], 2015, the customer placed an order with Rent the Runway for two dresses, totaling $59.76. Upon checkout, the customer agreed to Rent the Runway’s “Terms and Services” which states the following:You agree to treat the Products with great care, as if it was borrowed from your close friend. You are responsible for loss, destruction or damage to the Products due to theft, mysterious disappearance, fire, major stains or any other cause, other than normal wear and tear. Normal wear and tear encompasses minor stains, rips, missing beads, stuck zippers or other minor damage covered by the insurance you paid for with your rental of the applicable Product. If you return a Product that is damaged beyond normal wear and tear, then you agree that we shall charge you, and you shall pay, for the price for repairing or replacing the Product, as determined in our discretion, up to the Retail Value for the Product.Rent the Runway also states the following in the FAQ section of the website:“We understand that some wear and tear may be inevitable. The $5 insurance fee covers minor stains and damage, but significant damage and theft is not covered under insurance.”The customer received both of her dresses on time, and returned them back to Rent the Runway on the correct date, February [redacted], 2015. Upon return of the item, Rent the Runway found that one of the dresses had an irreparable rip. The dress that had the damage was the size 10 of the “Icing On The Cake Dress.” This dress retails for $1,295. Rent the Runway was unable to rent out this dress again, because of the damage.On February [redacted], 2015, Rent the Runway emailed the customer photos of the damaged and stated the following:[redacted]

[redacted]The customer never responded to this email.On February [redacted], 2015, the customer was charged $1,295.00 to her credit card on file. On April [redacted], 2015, the customer emailed Rent the Runway at 9:05pm EST. Rent the Runway did not respond to this email, since the customer then proceeded to use Rent the Runway’s online chat feature to speak with a customer service representative. The representative let the customer know that she needed to email [redacted] because it is a separate department. This conversation ended at 9:33pm EST, with the customer stating that she would email [redacted].The collections team at Rent the Runway never received this email.Rent the Runway considers this matter resolved since the customer damaged the dress beyond repair, and has paid for the dress.

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 would like to reject the 5/** reply from Rent the Runway. I have carefully searched my emails, and they did not email me on February ** as they stated. It is ridiculous that even their own description of events would not have allowed for any communication before charging a good customer $1,250. They never emailed me about the dress damage. They also have the sequence reversed for the events on April *. I reached out to them by chat, and was told that I should email [redacted]. I did that within the hour of being told to do so, at Tue, Apr *, 2015 at 6:32 PM Pacific Time, (or 9:32 p.m. ET). I am happy to provide the Revdex.com with that email, which they claimed I did not send. I'm not clear why they would both say that I emailed them at 9:05 p.m. ET and then say I never emailed them. I believe that my chat with the representative may have started at 9:05 p.m. ET but I do not have the records they have of an online chat. I also maintain that the dress damage was regular wear and tear because it happened while I was seated at a table, not while sitting down or moving around. The outer layer of the dress was ripped, which must have been due to previous use of the dress. Thank you,[redacted]

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

Sincerely,

Business

Response:

As mentioned previously, on February [redacted], 2015, Rent the Runway emailed the customer photos of the damaged and stated the following:[redacted]

[redacted],”The photos of the damage are attached. Rent the Runway was unable to repair this dress due to the severity of the damage. Based on the company’s policies, which are stated in the previous response, Rent the Runway charged the customer for the full retail value of the garment.Rent the Runway never received an email from the customer after 9:05pm EST. Rent the Runway considers this matter resolved. ?

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:

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,

Review: I rented a dress from Rent the Runway for a formal event on October *. The rental arrived September 30 via [redacted]. After the event, I dropped the rental in a [redacted] box located at 901 W Franklin St. around 10PM on that same evening, Oct. *; the dress wasn’t due back until Oct. *. RTR makes the FIRST CONTACT to let me know they have not received my rental return after the dress was already 11 days late. RTR charges $50 (plus tax) EVERYDAY a rental is late, and can do so up to **0% an item’s retail value.

They never tried to contact me until it was 11 days late, whereas if it had been 1 or 2 days late and they contacted me, “Hey, we need our dress, where’s it at?”, this could have been a much easier situation to resolve.

I checked the [redacted] tracking after RTR notifies me and [redacted] still has not (as of 10/**) received the package I dropped in THEIR DROPBOX over a week and a half ago. [redacted] is currently looking into the situation locally, but can’t update me further, and was very unwilling to help – the customer service representative’s quote was, “We don’t have it, so there’s nothing we can do,” right off the bat, without even trying to assist me or hear the problem.

I refuse to pay upward of $500 for a situation that is not my fault. [redacted] has either lost my package, or it was stolen.

Until this is resolved, I am completely broke – RTR has emptied both my savings and checkings accounts. I work a full-time job and two part-time jobs while attending graduate school more than full-time. RTR waited 11 DAYS TO NOTIFY ME. The point of Rent the Runway is to look fashionable on a budget, which is a phenomenal idea. However, I feel like I have been scammed out of my money and as of yet they have not done anything significant to figure this situation out, nor has [redacted].

_______________________________________________

Contact attempts:

On 10/** I received an email from Rent the Runway (RTR) saying that my dress rental was 11 days late and they would be charging my account $50+tax for every day it was late and could do so for up to **0% retail value of the dress. I checked my account and no charges had been made at this time.

I emailed RTR back immediately, because their phones lines were not working that evening, and the [redacted] rep, Brenda S. told me to email collections, and I did on 10/**. I emailed them again 10/** because I received no reply from RTR. I waited until the end of the day, and still received no response back to my email.

I called RTR customer support 10/**. The RTR worker, Liz, said she would personally email collections and explain the situation.

10/** no follow-up has occurred.

10/** I posted to the RTR [redacted] and was redirected, again, to the collections email.Desired Settlement: Rent the Runway to work out this issue with the [redacted] carrier and refund the full amount that they have charged me.

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. They have processed a full refund, as stated 10/** at approximately 4:50PM while on the phone with Kelly.

Sincerely,

Review: I rented two dresses from Rent the Runway and they were in my suitcase. After our plane landed in San Francisco, we went to eat quickly at a restaurant. When we got back to the car 30 minutes later, my friend's rear windshield was completely smashed in with glass everywhere and all of our luggage along with the contents were stolen. The two rental dresses were in my suitcase that got stolen. We flagged down a police officer who then instructed us to go home and file a police report online. When we got back to my friend's house, she filed a police report which is currently waiting for review. Until it is reviewed, I cannot add my suitcase and the items to the police report.

I contacted Rent the Runway immediately to let them know. They gave me an email for collections and I emailed the situation along with pictures of the incident and a copy of the preliminary police report. Rent the Runway proceeded to tell me that they were going to charge me 200% of the FULL prices of the dresses, which comes out to $2036. The amount I rented the dresses for was around $200. This is absolutely not an authorized charge and is an unreasonable charge. First, the dresses have been used multiple times so it is absolutely wrong to charge someone 200%. I can understand if I messed up the dress or didn't take care of it or damaged it, but I could not have prevented this situation and it is an unforeseen circumstance that I had no control over. I could not have prevented someone from smashing the car window and stealing everyone's luggage in the car. Also, the terms of the agreements are not even clearly listed anywhere. When I went back to the website, it was hard to find. Rent the Runway also requires people to purchase insurance for the dresses and on a closer look, the insurance doesn't cover this. Lastly, as soon as I returned from my trip, I got up the next morning and returned the alternate sizes and did my best to do everything I could have done on my end and this is an unreasonable policy and unfair practice from this business.Desired Settlement: I am a responsible person and I do believe that I am liable to pay something for the dresses being stolen, even if it was out of my control. However, I do not thing 200% is reasonable, as I have a police report and I am currently working on adding all of my items to it. I sent Rent the Runway all the proof with pictures, the preliminary police report, and a list of additional items stolen along with the two dresses. I let them know I was going to update them as I continued to work with the police. I do not believe 200% is a reasonable amount in this situation and will continue to dispute this with every company and financial institution involved. This charge is not authorized and my desired outcome is that we will come to an amicable agreement for me to pay significantly less for dresses that have been used multiple times and that were stolen from me and not even in my possession. If I have to pay 200%, then I believe that you should send me back the alternate sizes that I responsibly sent you back in a timely manner. This is encouraging someone who is honest and responsible to go to different lengths to recover my own money because of this company's ridiculous policy. I've rented from this company many times and never had any problems. I've never returned anything late and while in my care, I always took good care of all items. I could not have prevented someone from smashing the car window and stealing all three luggage cases in the car while we stepped away and diligently locked the car for only a 30 minute period. My desired outcome is that I will owe no more than the rental amount for the stolen dresses, which is $200. Any more than this amount is unreasonable and Revdex.com should do something about this since I am not the first person to complain about this business' horrible billing and collection issues.

Business

Response:

The customer placed two orders with Rent the Runway on June [redacted], 2015 for two dresses in each order. Order [redacted] contained two dresses totaling $77.16. Order [redacted] contained two dresses totaling $120.66. The customer placed both of her rental orders to arrive on 6/**/2015 with a return date of 6/**/2015. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which fully explains the company’s late return policy.Below is a detailed outline of the events and the conclusion of this interaction:On 6/**/2015, the customer called Rent the Runway’s customer service department, and spoke to a customer service representative. The customer explained to the representative that her car was broken into, and the dresses from both Rent the Runway orders were stolen, and that the merchandise would not be able to be returned to Rent the Runway on the return date. The representative told the customer to email the Collections department at Rent the Runway, because the customer service department has no authority over late or non-return orders. On 6/**/2015, the customer emailed the Collections department at Rent the Runway to explain the situation, and that she would be unable to return the merchandise from the two orders on the return date. Additionally, the customer offered to provide proof of the police report once it was filed. On 6/**/2015, a collections associate responded to the email stating that in accordance with the terms and conditions of the Rent the Runway Rental Agreement that the customer agreed to upon checkout, the customer would be liable for up to 200% of the retail value of any lost or stolen merchandise. The Fifth Avenue Showstopper Dresses from order [redacted] has a retail value of $750 and Noni Rompers from order [redacted] has a retail of $268, which brought the total charge to $2,036 plus tax. The representative let the customer know this charge would be applied to the card on file, and to inform the Collections department again if the customer had any questions or concerns.On 6/**/2015, the customer replied to the Collections associate, stating the charge was unacceptable and that the customer would be disputing the charge.On 7/*/2015, the customer emailed the Collections department once again, attaching the police report from the incident to the email. The customer asked if there was anything the Collections department could do to reduce the charges. On 7/**/2015, a Collections associate responded to the email stating that a special courtesy would be made and the customer would only be charged 100% of the retail value of the stolen merchandise, totaling $1286 plus tax. The customer responded to the email thanking the Collections associate and was satisfied with the agreed upon amount. 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.

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:

I have tried to work with this business by accepting their more reasonable charge for the stolen dresses even though I still felt that it was unreasonably high, considering that the dresses are used dresses. Customers wouldn't be renting dresses if they could afford to pay full price for the dress, which is the bulk of the consumer population that Rent the Runway is serving. When they reduced the amount, I was already grateful and tried to work with them, but as you can see from the email exchange below I refused to pay anything over the amount of $1286, which was 100% of the dresses. However, Rent the Runway disregarded my email and charged me $1398.53, which is $112.53 more than the total cost of the dresses. I think it's unreasonable for a large company to nickel and dime a customer (who has been loyal, historically never lost an item, or returned anything late) for the extra dollar amount of $112, and I just feel that is ethically wrong. I was already agreeing to your high charges of 100% for dresses that I don't even get to have because they were stolen among so many other valuable items I took on my trip before my wedding. But for this business to be so insensitive and not understanding at all to my situation which was beyond my control, and then try to charge me an extra $112 even if it is for tax, is just wrong. Please see email exchange below for reference.

On Jul **, 2015 at 12:32PM EDT "Collections" <[redacted]> wrote:[redacted]

[redacted]e <[redacted]>Jul ** (5 days ago)to CollectionsThank you. I really appreciate you working with me in this already terrible situation. I've been a good customer with your business, and have never damaged any dresses that I've rented or returned anything late. This is definitely more of a reasonable charge for a situation that was out of my control. I take really good care of things and it is just unfortunate that someone would shatter our car window and steal from us. The total charge of $1286 is authorized. This dollar amount should already include all taxes. I do not authorize any additional dollar amount that exceeds $1286.

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

Sincerely,

Business

Response:

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

Consumer

Response:

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

Sincerely,

Review: I returned two different RTR packages on the day that they were due, 12/** for the first one and 12/** for the second. The drop boxes I returned them too apparently were not visited by [redacted] in a timely manner, and so both of my packages ended up being late. Apparently the first was scanned in a day late and the second was scanned in 11 days late. I received no notification of the fact that my packages were late from RTR, no emails or phone calls, I only discovered that the packages were late when I noticed a $500 late fee charged to my credit card, without my knowledge. The charge almost went over my credit limit on my card!

I contacted them on 12/** when I first noticed the first $60 charge, and was told on 12/** they needed more information from me to refund. I supplied the additional information on 1/* and 1/* via email. I then noticed the $500 charge and sent another email on 1/*, I also called them on 1/* and spoke to a stylist who told me that collections had to reverse the charge for me, and that she understood why I was frustrated and that they would work with me to refund me. Today I received an email from the collections department (finally, 6 days after I first emailed RTR), and they informed me that they would not reverse the charges as I was responsible for the fact that my package was not picked up from my office mailing room dropbox by [redacted].

Though I understand their business is dependent on timely returns -- if they had informed me at any point that my packages were late, I would have made sure to figure out why they hadn't been picked up and dropped them off at a different place myself. Not informing me that my returns were late and then charging me $500 is deliberately misleading, and allows them to garner more late fees while the customer (who in this case took all necessary measures to return the package on time) has no idea that they have a late return. It is purposeful and deliberately exorbitant, and should be an illegal business practice.

Additionally, I did drop my packages off on time, and I believe their pickup was delayed by the holidays and the bad weather on the East Coast at the time. Both of these things are completely out of my control, and their lack of attention to my complaint is astounding.Desired Settlement: A full refund of my late fees incurred, and I would like to cancel my account so that they cannot charge my card again.

Additionally, I had stated to the stylist I spoke to on the phone (Brittany, on 1/*), that I would be amenable to paying a one day late fee for each package as although it was not my fault the packages weren't picked up -- I did not have any control over that -- however as a gesture of good faith I would pay the one day late fees. However now that my legitimate complaints have been treated with such deliberate disregard, I want a full refund.

Business

Response:

The customer placed an order with Rent The Runway on November [redacted] 2015. The order purchase amount was for 244.86 dollars. $200.00 dollars was used in merchandise credit and $44.86 dollars was charged to the customers [redacted] Card. [redacted] failed to pick up the customer's package resulting in a $500.00 dollar late fee. Below is a detailed outline of the events and the conclusion of this interaction:On November [redacted] 2015 the customer placed two separate orders with Rent The Runway order number #[redacted]. The customer's first order was paid with 131.74 in Merchandise Credit and 29.55 was charged to her [redacted] card. The customers second order was paid with 68.26 dollars in merchandise credit and 15.31 dollars was charged to the customers credit card. The customer's first order was a 4 day rental for December [redacted] 2015 - December [redacted] 2015. The customers second order was for the order dates of December [redacted] - December [redacted] 2015. [redacted] scanned in the customer's first order on 12/**/15 two days after the return date. [redacted] scanned in the customer’s second order on 12/**/15 11 days after the customers return date. We do not have any additional information from [redacted] stating that [redacted] did not conduct a pick up during those dates. From December [redacted] - December [redacted] the customer was charged daily for a 54.44 dollar late fee which is stated in our agreement if we do not receive merchandise back within our required time limit the amount is total is $489.96. The customer contacted RTR on January [redacted] 2015 and was directed to the collections department. On January [redacted] the customer was refunded 54.44 dollars back to her credit card as an one time exception fee. Due to the nature of the RTR business we rely on merchandise being sent back to us by the end of the customers rental or we charge the customer daily a 54.44 dollar late fee.RTR has negotiated with our collections department and has allotted an additional refund for half the amount the customer was charged. The customer was refunded on 1/**/15 for $244.98 as a one time only exception. This case can be confirmed as closed and resolvedBelow are the Terms and Conditions section based on this case: 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”).RECEIPT OF THE PRODUCTS. Upon delivery, you bear responsibility for the Product(s). If however, you opt to have the Products delivered in New York City by courier service, you agree to bear responsibility for receipt of Products shipped to the location specified at time of check out. You acknowledge that a Secure Shipping Address is highly recommended. A “” means a location where an individual can physically receive Product(s). In the event that an un-secure shipping address is provided, RTR does not bear liability for Products left unattended. Furthermore, you acknowledge that providing anything other than a Secure Shipping Address may result in delivery delays and additional delivery fees for which RTR will not be liable. You will be liable for all such delays and additional delivery fees.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).

The companies started with satisfatory service but the last two experience have been totally different. They have a guarantee to insure a rental item by a certain date and failed to do so. This is extremely essential when items are needed for events on the specified day. When it was not delivered the only response was, "Sorry, it will be late." Not an acceptable response. This company should be held accountable.

Review: On October **, 2015, I was alerted by Rent the Runway that I had been charged fees for late items, which were then 18 days late. I immediately returned the items that day and checked the Rent the Runway website regarding their return policy--I had difficulty finding the late fee policy guidelines, as they were buried at the bottom of the Rent the Runway website. Also, Rent the Runway does not list these late item terms (or they are buried in fine print) when a consumer makes a purchase from the website. Further, I have also made a rental in the store, and was not alerted of the late item policy at the time of sale.

Given that the late fee terms are particularly onerous, with customers "[redacted]" I believe that it is unfair and unethical business practice for Rent the Runway to fail to effectively notify its customers of the terms. It is particularly egregious since I receive emails from the company daily, and yet never received an email regarding late items until they had charged my credit card more than $800.

I first contacted Rent the Runway via email on October [redacted] to try to see if it were possible to have my monies refunded, given that I had returned the items in good condition and that I was not aware of the Rent the Runway late fee terms--I received no response from the company. I then contacted the company via phone and left messages with the collections department on 10/**,10/**, 11/**, 11/05, and 11/**. On 11/** and 11/**, I also spoke to customer service agents (outside the collections department) who assured me that they would pass my information to the collections department, and that I would receive a response within 48 hours. It is now 11/**, and I have yet to receive any response to my calls and email.Desired Settlement: Despite multiple phone calls and emails, they never responded to my inquiries regarding the charges, not even a form letter. Their lack of response was why I contacted the Revdex.com. I would like Rent the Runway to refund the charges to my credit card. I would also like the company to more effectively alert customers regarding their late fee policies (such as displaying the terms more prominently on their webpage) and to for them to send notification emails when items are late and fees are being assessed. Currently, customers are not alerted to the potential charges until after items are already late, and even then, hundreds of dollars of late fees are billed to the customer before Rent the Runway sends any type of notification.

I was a big fan of their service, and I truly hate that I will not be able to use it further due to their unethical business practices.

Consumer

Response:

Despite repeated attempts to contact Rent the Runway (via email and phone), at this time, I have not been contacted by Rent the Runway regarding complaint ID [redacted].Sincerely,[redacted]

Review: HERE IS MY COMPLAINT TO THE COMPANY

Hi,

I logged onto the site to review the details of one of the dresses I purchased and saw banners asking me to renew my membership at $49. I click on the link, and it goes to charge me $108. I go to my account / unlimited settings page and another message -- get unlimited dresses & accessories for $49. Since this is my order page and with the "renew" language it feels like these are targeted at me, so it feels really jarring to see a different price, when I actually go to purchase.

Please note I was an unlimited member. I cancelled because when I signed up I saw that the price for the subscription was $49/mth but my 2nd month I was charged $108. I called initially and was extremely frustrated with what I felt was a bait and switch. The first customer service rep was unhelpful, she said said first that the price was changed and the site would not have said $49. then she said it was an intro price and it clearly said it would be $99/mth after. Neither were true and I said I wished I had taken screenshots to prove it. Well, it's happened again and this time I did. Screenshots are below.

Luckily the 2nd young woman who I spoke to with after was great, she refunded the 2nd month price and apologized, understanding how it would feel as a customer.

Can someone help with this? If the price is not actually $49, why are you marketing it to me as such? If it is, can you fix the billing page so it reflects the actual price?

RESPONSE FROM CUSTOMER SERVICE:

Thank you for contacting Rent the Runway. I am very sorry for the confusion over our Unlimited pricing and I will certainly pass this feedback along to management. At this time, the first month of your Unlimited membership is $49 a month, but it does increase to $99 after that month. This is expressed on the homepage of the Unlimited membership, so I do apologize over the discrepancy.

The icons you saw that displayed the $49 price are the default icons for new users, which assume you have not yet signed up for the program. We are working as quickly as we can to update them to reflect accurately for customers who have cancelled in the past.

Again, I do apologize for any confusion and if there’s anything else I can do for you, please let me know and I would be more than happy to help.

HERE IS MY FINAL RESPONSE

There are two blatant errors in your response, which are clearly contradicted by my screenshots.

1. "The icons you saw that displayed the $49 price are the default icons for new users, which assume you have not yet signed up for the program." This statement is simply not true. The banners as indicated they are for renewals as they say clearly say "renew your subscription"

2. "At this time, the first month of your Unlimited membership is $49 a month, but it does increase to $99 after that month. This is expressed on the homepage of the Unlimited membership." Also, as of the date I sent the screenshot the change in price was NOT reflected on the home page of my unlimited subscription (again the screenshot I sent you confirm this).

What I originally wanted as I indicated the first time I spoke to a customer service rep is that I would like you guys to honor the rate you've advertised to me, not once but twice (I was originally shown the $49/mth rate before I signed up but didn't take screen shots because I didn't think this bait and switch would happen).

However I'm seriously not seeing how you are able to do business like this. I will be reporting this issue to the Revdex.com. I hope you treat your customers with more respect - by not blatantly lying to them - in the future.Desired Settlement: I think two things. I hope they fix their marketing. Which it looks like they did. I just went on the site and it looks like it now says 49/mth for the 1st month and 99/mth after. Originally, I wanted them to just honor the rate they marketed to me. But now, I would like them to offer something to accommodate for the errors, blatant mis-information and frustration. I like the company, the service and want to support an entrepreneurial female driven business and of course the fashion industry. But like anyone else, I also want to feel like a respected and valued customer if I'm going to spend money I work hard to earn with a company versus feeling that I'm being lied to and disrespected.

Business

Response:

The customer placed an order with Rent the Runway to sign up for the Unlimited Membership on March [redacted], 2015. This order placed the customer on the waitlist for the Unlimited Membership, and charged her $0. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which outlines the billing process of the Unlimited Membership. The customer was accepted into the Unlimited Membership on March [redacted], 2015 and charged $49. At the time the customer joined the service, as outlined in the Unlimited FAQs and in the messaging on site, the Unlimited Membership was $49 plus tax for the first month of the service, and $99 plus tax for every month thereafter. At this time, the Unlimited Membership is $99 for each month, and Rent the Runway no longer offers the first month of the service at $49. The messaging on site states the current price of $99 per month for the Unlimited Membership.Below is a detailed outline of the events and the conclusion of this interaction:On March [redacted], the customer received her first Unlimited shipment for three dresses. On April [redacted], the customer was charged the second month fee for the Unlimited Membership, $99 plus 9% tax equalling $107.91. The customer emailed Rent the Runway customer service requesting to cancel the Unlimited Membership. A customer service representative responded to that email on April [redacted], canceling the customer’s Unlimited Membership. Rent the Runway received the three items back from the customer’s Unlimited Membership on April [redacted], 2015.On April [redacted], the customer called Rent the Runway customer service, asking for details of the Unlimited Membership and the price changes. The customer service representative explained to the customer about the Unlimited charges, and all of the benefits of the Membership program. The customer was satisfied with the explanation and thanked the customer service representative for her information.On April [redacted], the customer called Rent the Runway customer service, asking once again for an explanation of the Unlimited Membership details. The customer requested a full refund of the second month charge that was processed on April [redacted]. The customer service representative made a courtesy for the customer and refunded the credit card $107.91 for the second month of the Unlimited Membership because the customer was no longer a member of the service. The customer was satisfied with the conversation and thanked the customer service representative for all of her help.On April [redacted] the customer emailed Rent the Runway customer service asking for an explanation of the Unlimited prices, and requested to receive the service for $49 a month again. The customer service representative responded to that email outlining the terms of the Unlimited Membership, and that the price is $49 for the first month, and $99 for every month after. The customer then responded stating she was reaching out to Revdex.com to report the interactions with Rent the Runway.The customer has now been educated on the terms of the Unlimited Membership four times throughout multiple interactions with the Rent the Runway customer service team, and this case has been marked as resolved and the final solution has been negotiated.In the terms and services, Rent the Runway outlines:“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.”

Review: I rented a dress from Rent the Runway on 9/**/15 for a black tie wedding I was invited to on 11/*/15. The wedding was unfortunately called off. I cancelled the order on 10/*/15 after I was informed of the event's cancellation. I assumed I would be getting a refund in the amount of $85.67 since I never received the product and there was ample time for cancellation prior to the event. After waiting for over a week and not receiving a refund, I scoured their website looking for a return/cancellation policy and could not find anything that answered my question. I even used the search function at the top of the website looking for an explanation. I contacted Rent the Runway customer service via email on 10/**/15 and was sent a generic email response about giving store credit instead of a refund to all customers. I tried to respond to that email, explaining the situation and that I do not have a spare $85 to use on an outfit I do not need anymore. The customer service representative again responded with a generic email regarding understanding what you sign up for when you agree to rent a gown, and that I agreed to give at least 30 days notice in order to receive a refund back onto my debit card.

I feel that the practices this company uses regarding cancellation policies is dishonest and manipulative. It was nearly impossible for me to find information on the cancellation policy on their website. I was just short of the 30 day mark and they still gave me a blanket response about "what I signed up for." I surely cannot be the only person who has experienced this with this company. I was honestly shocked at what poor customer service they have.Desired Settlement: I would like the $85.67 refunded to my debit card. I think they should make cancellation policies more accessible on the website and throughout the rental process so people understand exactly what they are getting themselves into.

Business

Response:

The customer placed an order with Rent the Runway on September [redacted], 2015 for one dress, totaling $85.67 charged to the credit card on file. The customer placed the order to arrive on 11/*/2015 with a return date of 11/*/2015. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services and cancellation policy, which are stated below. On 10/**/2015, the customer canceled the order, and received $85.67 in merchandise credits to her Rent the Runway account, per the rental agreement the customer agreed to upon checkout.After communication with the customer, the customer still has $85.67 of merchandise credits on her Rent the Runway account, and the merchandise credits will not be adjusted to a refund to the customer’s credit card, per the policy the customer agreed to upon checkout. 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 10/**/2015, the customer canceled order [redacted] and received $85.67 of merchandise credits on her Rent the Runway account, per the policy agreed to upon checkout. On 10/**/2015, the customer emailed Rent the Runway customer service requested a refund to the credit card on file, in place of the merchandise credits. The customer service representative replied to that email stating the cancellation policy for the customer, and that the request would not be granted.On 10/**/2015, the customer emailed Rent the Runway customer service for a second time, requesting a refund instead of the merchandise credits for the $85.67. The customer service representative replied for a second time to the customer’s email, stating the cancellation policy and that the request would not be granted. The customer replied to the email stating that the Revdex.com would be contacted.After reviewing the case, the $85.67 of merchandise credits on the customer’s Rent the Runway account will remain merchandise credits, and will not be adjusted into a refund to the customer’s credit card.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 Cancellation Policy which states the following:CANCELLATION POLICY. You may cancel your rental order subject to the following cancellation fees and policies: If you cancel thirty (30) or more days in advance of the delivery date, there is no cancellation fee and you will receive a full refund issued to the payment card you used for the order.If you cancel less than thirty (30) days but more than fourteen (14) days in advance of the delivery date, you will not receive any refund, but you will receive a full credit to your RTR account for the Rental Fee associated with the cancelled order. This credit can be applied to any future RTR rental.If you cancel fourteen (14) or fewer days in advance of the delivery date, you will receive a credit to your RTR account for the Rental Fee associated with the cancelled order, minus a cancellation fee of $9.95.

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:

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

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

Sincerely,

Review: They charged me a $550 late fee and claimed my order was received at a later date than it actually was. I tried to work with them and they won't respond to me.Desired Settlement: Refund of the $550.

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,