Rent the Runway, Inc.

Review: I returned the dresses to a [redacted] drop off the day after the event, and I have been charged $1200 in late fees. The company had both dresses, the erroneously returned one of the dresses back to me 17 days after I had dropped them off and charged me an additional $700!!! On top of that, they charged me $550 for "late charges" when I know the dresses had been picked up.Desired Settlement: A refund of $1200 immediately!

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 from Rent the Runway, the return date was January [redacted] , 2016. On January [redacted], 2016 at 10.30am I dropped the dress off at a requested [redacted] drop box at Union Station, Washington, D.C. The address of this location is [redacted].

I never received any emails after the fact, letting me know that they hadn't received my order and the first email I received on 1/**/2016 was letting me know that dress had been returned that day 1/**/2016. Four hours later I received another email stating I was being charged for $475.88 in late fees.

I am disputing this because I dropped off my dress to be returned on the requested date and before the requested cutoff time of 12pm. I never received any follow up emails letting me know they had not received my dress.

I called the customer service number to dispute this charge and she directed me to the email of [redacted]. I have since emailed them and have not yet heard a response back. I have checked my bank account and the amount of $475.88 is currently still processing.

I am firmly disputing these charges based off the fact that I did everything that Rent the Runway requested and in the timeframe requested and should not be charged any late fees because of this.Desired Settlement: Refund of $475.88 to my bank account.

Business

Response:

On December [redacted] - Jan [redacted] 2016 the customer placed a 4 day classic rental. The customer returned the order to a [redacted] facility on time and the order was never received back to the RTR distribution center. The customer was charged 475.88 in late fees and is disputing this charge.Below is a detailed outline of the events and the order they took place in:On December 20th 2015 the customer placed an order with Rent The Runway in the amount of $43.36 for a classic rental from December [redacted] - January [redacted] 2016. The customer dropped the package off at a [redacted] drop box location on January [redacted] 2016, Rent The Runway never received the package. On 1/**/16 the customer was charged a $52.98 late fee in which is stated in our agreement if we do not receive an item back within the documented time line. The customer was charged this fee daily from January 6th 2016 - January [redacted] 2016 equally a total of $475.88 in late fee charges. The customer contacted Rent The Runway Customer Service on January **, 2016 AT 11:30 AM to dispute these charges. The customer provided Rent The Runway with the drop box location: UNION STATION [redacted], after launching an investigation with [redacted] we have no further information on this dispute, we can confirm the customer did in fact drop this off at the [redacted] drop box location. On January [redacted] 2016, the customer was refunded $475.88 back to the customers [redacted] Card, the transaction between 5-7 business days. This case has been confirmed as closed and all resolutions have been negotiatedPlease refer to our Terms and Conditions policies below:RETURN OF THE PRODUCTS; EXTENSIONS. You agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your order. You may extend your order for a Product on the Site, App or by phone to RTR; provided that any extensions are subject to other orders for that Product and to pre-payment of the additional Rental Fee applicable to that Product for the period of time of the extension. You must return the Product by delivering the Product in the Return Packaging to a [redacted] store located in the United States by 12 p.m. on or before the date that the Product is due.LATE FEES. If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.

Review: On November **, 2015, I ordered three dresses from Rent the Runway to wear one to the Marine Corps Ball that following Sunday. I ordered two Belle of the Ball Badgley Mischka gows in size 14L and 12L, and one white Badgley Mischka in a 12R. They were overnighted and I received them the [redacted]. Although I had requested only the three dresses, I received 5. I received 2 of the size 14L dresses and 2 of the 12L. I wore one of the dresses to the Ball that Sunday.

Per the rental agreement, I returned the white dress and both of the size 14L on Monday, November [redacted]. I had received three bags from RTR, but only two had shipping labels. I called customer service and requested a label for the third bag. I spoke with [redacted]. She indicated that she would request one to be mailed to me, and to go ahead and send the other two bags in the meantime. I did so.

On November [redacted], I received an email from [redacted] saying I should be getting the label soon. Her email states, "I know your return date is today, however, I made notes on your order, so you will not receive any late fees."

On November **, I still had not received a shipping label, or any follow-up from RTR. I attempted to call, but all lines were busy and left my information with their automated service to request a call back.

On November **, I again called RTR to request the label and also encountered all stylists busy and left my information once more.

I never received communication from RTR, whether by email, phone, or mail, regarding a late status on the third bag. There was no reminder to ship sent, and there was no indication that money would be withdrawn from my bank account.

On December [redacted], I received an email that I was charged $756 for late fees. My bank account showed withdrawals of $486 and $270 on that morning.

I called customer service immediately that day. The customer service representative noted that my account did state that a shipping label had been requested. She advised me to email Collections since it was 'out of her hands'. I requested a number to call and she said they did not have any contact information for Collections other than email. After that call, I immediately sent an email to Collections requesting assistance.

Three days later, on Monday, December ** I received an email reply from Shameeka at Collections saying I was being charged a late fee. I responded with a request for a number to contact someone by phone to discuss the matter. Shameeka replied on December * via email saying that they would contact me by phone between 9 am and 5 pm EST the next day.

At 6:30 pm EST the next day (December *), I received a call from Shameeka. She stated that I had been charged late fees because the couldn't rent the dress out to anyone else and that I was STILL accruing late fees. After explaining the situation, she put a Collections Manager on the line with me. He insisted that the shipping label had been emailed to me, but said that'since it comes from [redacted], it might have gone into the spam section'. I told him that my spam folder is deleted every night and I have not received the label. At this point, he became argumentative and, while he would not answer why I was never contacted before the money was taken, insisted that it was my fault for not receiving the label. I then informed him that I actually had TWO dresses in my possession. Their system only showed one. I gave him the identification number of the extra dress, heard him whisper to someone, and was told to hold. The call was disconnected at that time.

I called the number back and reached the corporate offices. I was unable to connect with anyone with the way their automated service for corporate is set up. I called customer service and spoke with Catalina. After explaining the situation, she commented that Collections should see that I have requested the shipping label before. She then asked if I had been advised that I could send the dresses back myself and then I would be reimbursed up to $30 for shipping. I told her that I had not been told that, and had I known, the bag would have been dropped off along with the other two. I told her that I didn't feel comfortable returning them until I received the $756 back. She said she understood why I felt that way. Catalina's manager sent an email to Collections on my behalf asking that they call me back right away.

I did not hear from anyone at RTR that evening or the next day, December [redacted]. On December [redacted], I again called RTR Customer Service and spoke with Rebekah. She said there was no way for her or CS to contact Collections other than through email. She said they didn't even have a way to contacting anyone at Corporate. In essence, Customer Service is completely disconnected from any other departments, making their attempts to assist customers in resolving issues very ineffective. She emailed Collections on my behalf, and after speaking with her, I also emailed Collections again.

On December [redacted], I received an automated email asking me to rate the service Shameeka provided. I replied and requested someone contact me ASAP. On December **, I once again emailed RTR requesting to be contacted. On December **, after still no communication back, I went on [redacted] and contacted RTR through that medium. They replied via [redacted] to contact their Customer Service. I answered that I had but they can't seem to help, and that was the end of the communication.

I have tried multiple times to resolve this issue through Customer Service and Collections. I feel I have no recourse but to submit this complaint and try to get it resolved through these measures.Desired Settlement: I would like a full refund of the $756 taken in late fees, plus any other amount that may be charged to me for this order. I would also like a shipping label for the return of the third bag.

Business

Response:

The customer placed an order with Rent the Runway on November **, 2015 for one dress in two sizes, totaling $102.55 charged to her credit card. 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, which are stated below. On 11/**/2015, the customer contacted Rent the Runway to request a return shipping label. A customer service representative confirmed that a label would be sent via email within 24 hours. As of 11/**/2015, it was confirmed that the customer had not returned one of the items to Rent the Runway. The customer began to incur pending late fees. On 12/**/2015, the item was still not returned, resulting in late fee charges of $756 to the credit card on file. After communication with the customer and a Rent the Runway internal investigation on the order, on 12/**/2015, Rent the Runway refunded the customer the $756 of late fee charges as a courtesy. This case has been marked as resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:The customer placed an order with Rent the Runway on November **, 2015 for one dress in two sizes, totaling $102.55 charged to her credit card. 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, which are stated below. On November [redacted], the customer contacted Rent the Runway to request a return shipping label. A customer service representative confirmed that a label would be sent via email within 24 hours. As of November [redacted], it was confirmed that the customer had not returned one of the items to Rent the Runway. The customer began to incur pending late fees. On 12/**/2015, the item was still not returned, resulting in late fee charges of $756 to the credit card on file. The customer received an email, a notification of this charge. On December [redacted], the customer contacted the Rent the Runway Collections department to inquire about the late fees. On December [redacted], a representative of the Rent the Runway Collections department responded to the customer’s inquiry, confirming that an item had not been returned and that late fees had been charged in accordance with Rent the Runway’s Terms and Services. The customer responded to inform the representative that she did not receive the return shipping label and requested a call. The Rent the Runway Collections representative confirmed that they would call the customer the following day between 9:00 a.m. EST and 5:00 p.m. EST. On December **, the customer responded to the late fee charge notification email, to request that a Rent the Runway Manager call her. On December **, a Rent the Runway Manager called the customer to discuss this order and late fee charges. The Manager contacted the Collections Department on the customer’s behalf. The Manager spoke with the customer again to confirm that the late fee charges would be refunded once the item in question was returned. The customer confirmed the tracking number for the return shipment of the item. The Rent the Runway Collections department then processed a full refund of the late fee charges in the amount of $756 to the credit card on file. 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 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).

Review: I ordered a $75 gift card as a gift to be received on March [redacted]. It never arrived. I contacted Rent the Runway who apologized and said they would send another one out but they never did. I'm really upset because this happened with 3 gift cards I sent at Christmas from this business as well, but they corrected it back then. It is embarrassing to pay for something, think that you have sent a gift, but the recipient never gets anything. It's awkward to ask, then it's given away, then it's just frustrating..Desired Settlement: First, I expect that they fix the issue. It's obviously a recurrent problem. Secondly, I'd like some compensation for my embarrassment, frustration, and time. This is a business created to help women feel good about themselves, but it has made me feel quite the opposite.

Business

Response:

The customer placed an electronic gift card order on March **, 2014. Through an automated process, the e-gift card is emailed directly to the recipient within 24 hours of the order being placed.

The customer emailed our customer service team on March **, 2014 at 8:07pm to follow up on her original order. At 8:18pm a customer service agent responded and asked for the recipient’s email address so that the e-gift card could be resent to the recipient. At 8:43pm the agent resent the gift card to the email address that was provided by the customer. As a precaution, the code was also emailed to the customer in the event that the original recipient did not see the second email containing the e-gift card. For additional compensation for the error, the customer was refunded in the amount of $75.00 on April **, 2014. At this time a customer service agent reached out to apologize and confirmed that the refund was processed on that day and that the funds would be available on the customer’s card within 2-3 business days. The customer still has the gift card code to use, which is valued at $75.00 and will never expire.

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 that was supposed to have been shipped back to Rent the Runway on 1/21/16. However, there was no return shipping label included with my packaged dress and per their policy. I called their company on 1/22/16 to ask for a new return shipping label. I was told I would have a new one sent to me within 24 hours. I NEVER received it. I was also promised by the person I spoke with that they would be working with Collections so that any late fees were prevented NOT charged to my account. I am VERY disappointed that this was not the case. I was charged over $200.00 in late fees as on 1/25/16. on 1/26/16, I spoke with Scheniqua E who was VERY helpful and within minutes, I received my new shipping label. However, she is telling me that I will not receive a credit back for my late charges until the dress is returned. To be candid, this company dropped the ball here. From not sending me a return shipping label to also NOT sending me the belts that went to my dresses, as well as sending me a dress where the pattern was so worn it looked USED and NOT in great condition. I would assume that they would want to do the right thing and refund my money asap. Their reviews are not favorable when it comes to their collections department.Desired Settlement: I want my money refunded to my account asap for the late fees that should not been assessed.

Business

Response:

The customer placed a 4 day rental with Rent The Runway on January [redacted] 2016 at 11:10 AM. The rental period was from January 1[redacted] - January [redacted]. On 1/**/16 the customer called Rent The Runway stating that she called earlier to request a return label and never received one and was now being charged a late fee for the absence of her rental. Below is a detailed outline of the events and the order they took place in: On January [redacted] 2016 the customer received order number [redacted], a 4 day rental which was due back to Rent The Runway on January [redacted] 2016. Rent The Runway never received the dress until, February * 2016. Our rental policy states that for every day past the rental return date the customer will be charged $50.00 a day until the merchandise is received back. The customer reached out to Rent The Runway on 1/**/16 stating that she spoke to an agent who promised her a return label and never received one and was now being charged a late fee for the absence of her rental. The agent contacted collections and the collections agent stated that the refund cannot be processed until the merchandise is back in the possession of Rent The Runway. The customer was charged $200.00 in total, $50.00 dollars per day, from January [redacted] 2016 - January [redacted] 2016. The customer received the return label on 1/**/2016 and sent the merchandise back to Rent The Runway on 1/**/2016 at 9:38 A.M. On February [redacted] 2016, the customer was refunded $200.00 in full back to her Credit Card, Rent The Runway received the merchandise back to headquarters on February *, 2016 at 10:00 AM.This case has been marked as closed and 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: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).

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. HOWEVER, this company's communication with the customer is TERRIBLE. I am only accepting this matter as resolved because my money was finally refunded. But the point that is being ignored by them is that I was told by the representative that they would communicate to Collections to not place a hold on my account because THEIR company messed up and didn't send the return label. They also sent two dresses to me missing the belt that was supposed to come with it.

Sincerely,

Review: I have been charged on auto debit for three months for products I am not receiving. I have contacted the company 6 times within the past month. They keep telling me they will have a [redacted] call me but they never will. Every month I get charged automatically for items I do not receive and I want it stopped.Desired Settlement: I would like to be refunded for the three months worth of unauthorized charges on my account.

Business

Response:

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

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. Thank you for all of your help. It was not until I contacted the Revdex.com that a [redacted] contacted me and resolved my issue!

Sincerely,

Review: Hi. I am writing out of desperation. I have never felt so dissatisfied with the way customer service has been handled before by a company. My previous interactions with the RTR customer service have been superb - so you can understand my frustration and disbelief with the current situation.

My friend decided that the best way to get luxury bridesmaids dresses was to rent them. Allowing for a stress free dress experience. Her wedding is New Year's Eve and she wanted full length sequin gowns and to her happy surprise they were available from RTR! We rented several different dresses to ensure on several occasions simply to decide which dress was best and to ensure that the dresses would fit each of us. On the first day these dresses were available to rent - we did. On the very first day. We each reserved two dresses; so for five bridesmaids that means we have reserved ten dresses. So when we found out that on just one or two dresses were "damaged" or "unable to be located" but nine out of the ten we reserved we were shocked. Merely ONE WEEK before one of my best friends wedding we are told that 90% of dresses we reserved for the bridal party are missing in action or too damaged to send.

On 12/** when I received this email I immediately called the customer service number. The representative that I spoke with was incredibly unhelpful and basically told me that there was nothing - I repeat nothing - that could be done - short of picking another dress. I tried to explain to her that the bride was not yet aware the situation yet and I was trying to keep her from having meltdown. Also, I attempted to tell her that this was the only dress she wanted - and being so close to we date of the wedding and simply that it was New Year's Eve - that there would unlikely be any other sequin gowns available. I told her that these dresses were picking out months ago and we had rented them on multiple occasions to ensure proper fit. When I requested to speak to the manager the representative told me " I can do that but she's not going to be able to help or tell you anything different than I can".

Finally she agreed to get her manager. So at this point I was speaking with the manager named Paige. She said that she would be looking into the situation and she promised to call me back that evening. This was approximately 3pm CST. As it was approaching 7pm I called back. I was again assured that Paige would be calling me that evening. Also of note: when of the times I called it took be 4 attempts - my call was "ended" by the phone number I was trying to call. Which makes me think that RTR customer service center was hanging up ok my phone calls. Paige never called me back as promised - I would find this out later on when speaking to another manager.

It was around 7:30 PM that I get a frantic message from Laura, the bride, saying she was now aware of the dress crisis. That she needed everybody she could to help figure out what we're going to do because unfortunately we have no back up dress or plan. We did not dream that more than one bridesmaids dress would be unavailable. At this point I still had not and do not expect to received a phone call from Paige.

As a member, repeat customer and advocate for the site, I am highly disappointed in the lack of care in expediting this order. We ordered on August ** for our best friends wedding on New Year's Eve. I do not think anyone on the RTR side understands how extreme and time sensitive this issue is. I feel our party and situation has been handled recklessly and I have all but lost faith in the RTR company, including their ability to eloquently handle a delicate and incredibly important event as a wedding. Currently our bridal party is without dresses. We are being forced to order extremely expensive alternatives since we are being told the dresses we ordered and reserved four months in advance cannot be found. Those of us in the bridal party are repeat and loyal customers. None of us have ever returned an item late or damaged - and now, somehow, we are being punished. The positive interactions we have had in the past are now ruined by this current ordeal.

As greater than 90% failure rate on providing marketed services and goods is unacceptable. I simply do not understand how these dresses could be unavailable for our bridal party when we ordered so far in advance. We are willing to work and cooperate with RTR but we feel strongly they have been unwilling to help us.Desired Settlement: The only solution to this issue is to find these dresses and repair them or obtain new dresses - the dresses we ordered - to be sent in time. If these dresses are not found and sent to us in time to wear them in our friends wedding we need Rent The Runway to 100% cover the cost. We need to be refunded for our reserved gowns AND be reimbursed for any additional costs that I may accrue for purchasing new bridesmaid gowns from an alternative vendor, with less than a week from the wedding.

Business

Response:

The customer placed an order with Rent the Runway on August **, 2015 for one dress in two sizes, totaling $94.95 charged to her credit card. This order was part of a group of five orders placed by women in a bridal party for the same style dress. The customer placed the order to arrive on 12/**/2015 with a return date of 01/**/2016. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. On December [redacted], Rent the Runway notified the customer that we would not be able to fulfill her reservation because the products had been removed from our inventory. Subsequently, Rent the Runway representatives notified the customer that other orders in the bridal party would not be able to be fulfilled due to the same issue. During several discussions that day and the next with Rent the Runway representatives and a Manager on the Customer Insights Team, the customer was informed that Rent the Runway would work to identify replacements of the exact same dress but that they could not be confirmed. The Manager recommended that the customer select replacement dresses in case the original dress could not be sent. A number of replacement styles were sent for the customer’s review. The Manager continued communication via email and phone over the next few days to keep the customer updated. On December [redacted], the customer was notified that replacement units of the original dress had been located and that all of the reservations in the bridal party would be fulfilled. This case has been marked as resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On August [redacted], the customer placed an order with Rent the Runway for one dress in two sizes, totaling $94.95 charged to her credit card. This order was part of a group of five orders placed by women in a bridal party for the same style dress. The customer placed the order to arrive on 12/**/2015 with a return date of 01/**/2016. On December [redacted] at 5:51 p.m. EST, Rent the Runway notified the customer, via email, that her order would not be fulfilled because the products had been removed from inventory. The customer responded to this notification, requesting a solution. A Rent the Runway customer service representative responded, suggesting alternative styles and sizes. On December ** at 11:51 a.m. EST, the customer confirmed the other orders for the bridal party and was informed that a Manager on the Rent the Runway Customer Insights Team was working to provide replacements for all of the affected orders. The Manager recommended that the customer select replacement dresses in case the original dress could not be sent. A number of replacement styles were sent for the customer’s review. The Manager continued communication via email and phone over the next few days to keep the customer updated. On December [redacted], the customer was notified that replacement units of the original dress had been located and that all of the reservations in the bridal party would be fulfilled. This case has been marked as resolved and the final solution has been negotiated.

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,

Please please please do your research before you ever waste your time and money on this company. I read plenty of reviews warning me against it beforehand and I didn't adhere to their advice and I sincerely regret it.

I ordered a dress for a New Year's Eve Gala my boyfriend and I are attending tonight. The allure of renting an Herve Leger dress for $45 pulled me in about a month ago and I scheduled the dress the come a day in advance as the site says "it's stylists recommend." I chose to rent it for 4 days -- you can chose 4 or 8 day rentals and I wasn't going to pay double for only needing to wear it for a day, however clearly that's what is required in order to have a successful experience with this service. This was my first time ordering, so I even got 20% discount. I thought this was the greatest thing I'd ever heard of, in fact I even raved about it to a dozen of my friends, I see now that it was a scam and too good to be true. I received a notification from the company that my order had shipped and was scheduled to arrive at 8 PM the night before-- that was perfect! However, yesterday (the night before) I clicked the tracking number and it said my order would not arrive until Monday, January [redacted], two days after I was supposed to have shipped the dress back to them. I emailed the company and sat on the customer service hotline for a half hour this morning... Apparently this happened to nearly everyone who ordered a dress for New Year's Eve according to customer care...what kind of service is that? They didn't even offer to send another dress, do same day shipping to me as they should've... The only thing they told me was I could go to one of their locations and look for a new dress, but there would be a long line for fitting rooms because it's New Years Eve... When I shouldn't have to do that because I planned ahead.

So now I'm dressless on the day of my event, out all the money I spent, and I wasted a hell of a lot of time waiting around for answers.

If you'd like your special event to be ruined, order a dress from Rent the Runway.

Review: I rented a dress for an upcoming wedding on Aug [redacted]. I rented a dress in two different sizes which they recommend. Everything went great! As instructed by the company I needed to return the dresses in a return package which they provided. They stressed that you MUST return the rented item the day after your occasion since I only rented for a 4 day period. I looked up [redacted] drop off boxes in my area since it was Sunday. I found one close to me followed the instructions given placed both dresses in a return package and put into the [redacted] drop off box. Well thinking everything was great I received an email on Aug [redacted] stating they never received my package and was taking $250 out of my account I used to rent the dresses. I was livid and quickly got on the phone and began calling them. NOTHING! Left a message numerous times emailed them numerous times also. Finally got ahold of a stylist, which was VERY RUDE and she just continued to tell me to email collections. I already contacted [redacted] and was in great contact with them but they said they couldn't do anything bc according to their records my package was never picked up or scanned so they have no proof of it. They also stated that most likely it was stolen from the box bc they has been an ongoing problem with the certain box. I was trying to communicate that to Rent The Runway but they were making it almost impossible to do that. I received another email Aug [redacted] stating that since my rental still was received that another $300 was coming out of my account . Again quickly got on the phone calling and calling leaving messages and emailing and still NO RESPONSE! Finally my husband called since I was at work and we couldn't continue affording to let them randomly withdraw money from our account he called our bank canceled my debit card costing another $20 to do so and left a message with Rent The Runway stating that if they attempt to withdraw anymore money we will be contacting our lawyer. After that I received an email stating they are sorry for my issue they themselves contacted [redacted] and found out the information I have been stating and would refund my money they withdrew from our account. This was emailed Aug [redacted] and still have not received any sort of refund. I emailed them today stating that and no response.Desired Settlement: $600

Business

Response:

The customer placed an order with Rent the Runway on July [redacted], 2015 for two dresses, totaling $114.95. The customer placed the rental to arrive on 07/**/2015 with a return date of 08/0*/2015. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. As of 08/**/2015, it was confirmed that the customer had not returned the items back to Rent the Runway, resulting in the late fee charges of $250 to the credit card on file. On 8/**/2015, an additional $350 in late fees was charged to the card on file due to the fact that the merchandise was still not returned to Rent the Runway.After communication with the customer and the [redacted] investigation on the package, Rent the Runway has refunded the customer the $550 of late fee charges as a courtesy and has marked this case as a [redacted] issue. Rent the Runway will finalize any communication about the merchandise with [redacted], and no further communication with the customer will need to occur. This case has been marked as resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On August [redacted], Rent the Runway collections department sent the customer an email stating that the merchandise from the order [redacted] had not yet been returned to Rent the Runway, and that the customer would be charged a late fee, per the late fee policy. On August [redacted], the customer called the Rent the Runway customer service department, stating the customer had returned the package with [redacted] on August [redacted], however the package was now missing. The customer reached out to [redacted] for an investigation. The Rent the Runway customer service representative thanked the customer for the information and let the customer know to email the collections department with this information because that is the department that handles all missing packages and late fees.On August [redacted] the customer emailed the collections department, informing the department of the current situation with the missing package. The collections department responded on August [redacted], asking for more information on the customer’s return. The customer emailed the collections department in response on August [redacted], stating she filled out all necessary information for the collections department to further investigate.On August [redacted], the Rent the Runway collections department emailed the customer thanking her for the information and stated that after further investigation on the package, the customer would be refunded the total $550 in late fees to the credit card on file.On August [redacted], the customer emailed the collections department asking for an update on the refund because it had not processed at that time. The collections representative responded on August [redacted] stating that the refund needed manager approval, and would be processed within 5-7 business days.On September [redacted], the full refund of $550 in late fees was processed to the customer’s credit card. There was no further communication with the customer and Rent the Runway. This case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the late fee policy can be found below. All customers are required to agree to these terms before renting.In the terms and services, Rent the Runway outlines the Late Fee Policy which states the following:“Late Fees. If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.Payment of 200% Rental ValueRTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costs. If you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kind. For the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Rent the Runway also explains the Late Fee Policy on page 2 of the “Shipping: Delivery & Return” section of their FAQ page. Which states the following:Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time delivery. When a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our business. Because our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returns. We rely on our customers to return our products on time so that we can continue to fulfill orders for other customers. Please review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.” Returning Products- The date to send back your rental items is stated in your online invoice. In order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider is [redacted].- You must deliver the products to a [redacted] store located in the United States by 12 p.m. on or before the product return date specified in your order. If you do this, your package will be scanned by [redacted] by the next day and returned to Rent the Runway on time.- Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred.- If you lose the return packaging, you are responsible for returning the item at your own expense by the expected return date, and providing Rent the Runway with a tracking number. Returns should be sent to the following address: [redacted]

[redacted]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: I rented a garment and jewelry online from Rent the Runway and it was delivered on February **, 2014. Additionally, I signed up for a "Pro" account for an additional fee. While I wore the jewelry, I was not happy with the dress for a number of reasons and was unable to wear it. Upon return of the items on February ** I followed the request of the company and shortly thereafter submitted a review of the dress, detailing my reasons for dissatisfaction, including both the overly worn condition of the dress as well as the poor quality of the dress' construction.

While my account initially showed that my review had been submitted, I began to contact the company on February **, as my review was no longer showing as pending. On that date I was told by a stylist that she would look into the matter. After no response, I again contacted the company on March *, at which time I was told by the stylist that "I have looked into this for you and it appears that your review has not be rejected rather it is just waiting to be added to the site. It does take a few weeks for this process to happen. My colleague has mentioned that ait should be on the site very soon."

In addition to that response on March *, I received an almost identical response to my follow-up inquiries on both April ** and August * asking when my review would be posted, each time with a pleasant and timely turnaround (less than 24 hours), asking me to be patient and it'll be up soon.

After the August * repetition of the same response, I replied with the following: "I appreciate the kindness in each of the responses when I've asked about this, but the six month delay leads me to believe that the company is participating in a deceptive and misleading marketing practice, given the importance given to reviews for rentals, and not posting negative reviews in a timely manner that may influence future clients' decisions to rent a product. There have been many other reviews for the dress that I rented posted since my rental. As a result, I request that a refund for the cost of the dress (which I never wore because it was such low quality) as well as the pro membership be returned to the credit card with which I paid." The stylist then informed me that too much time had passed for her to be able to grant a refund (even though I'd reached out four times in six months, initially starting 3 days after the dress return), and that there haven't previously been a notation on the account as to my dissatisfaction (even though my review outlined it). She said she'd be happy to transfer me to her [redacted].

Since that final August * response from the stylist, I have neither had a refund to my credit card, seen the review posted, nor had any communication from a [redacted]. There have, however, been almost two dozen reviews of the same dress that I rented posted to the site since my review was submitted in February.Desired Settlement: My request is a refund to my credit card for both the cost of the dress as well as the Pro membership, given both the poor condition of the product and the fact I am no longer interested in doing business with the company given their service issues, as well as the potential filtering that they are doing with the reviews. It should be noted that the credit card with which I paid now has a new expiration date.

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,

Business

Response:

Customer placed her order on February [redacted] 2014.

She purchased a dress and free backup size, a necklace, bracelets and our PRO

membership. Our PRO membership costs

$29.95 and includes all shipping and insurance costs for one year. Our standard

shipping cost is $9.95 and insurance costs $3 for each accessory and $5.00 for

each dress in the order. Since the customer purchased our PRO membership, she

was not charged any additional shipping or insurance charges. Customer was

charged $89.46.

The customer’s order was delivered on the date requested,

2/**/2014 and was returned on time on 2/**/2014. Per our return policy, we ask

that customers contact us within 24 hours of receiving their order if there is

an issue and returning it unworn within those 24 hours. We received an email from the customer on

February [redacted], 2014 stating:

“I wrote a review for the dress I rented and it was

rejected. I didn’t like the dress but was very clear and constructive as to

why. Can you please tell me why the review was rejected?”

The agent who responded to the customer stated that she

would look into the customer’s review. The review was never posted to the

site. To avoid any SPAM or slanderous

posts, our company has the ability to select which reviews can go up on our

site. This customer’s review was not approved because it was not thought of as

helpful to other customers.

On 8/**/2014, a manager reached out to the customer and refunded

her for the cost of the dress rental and her PRO membership. Furthermore, the

review was approved and is visible on the Rent the Runway site. As the customer stated, she used the jewelry

in her order and thus will only have to pay the cost of the jewelry, insurance,

shipping and tax. The customer is responsible standard shipping, which is $9.95,

since she cancelled her PRO membership.

The total cost of her order is $32.59, and her refund is a total of

$56.87. The refund was processed on

8/**/2014 and may take 3-4 business days to appear on the customer’s bank

statement.

Business

Response:

A manager reached out and reimbursed the customer in the amount of

$56.87 on 8/**/2014. The customer did not want to pay for the cost of

shipping and insurance for the order, because they were more expensive

than the cost of the items that she rented. Per Rent the Runway's

policies,

customers are responsible for paying insurance on each item in the

order, along with shipping costs, unless they are a PRO member. Since

the customer's PRO membership had been cancelled and refunded, per her request, the

customer was technically responsible for those costs.

However, the manager made an exception and processed a refund on 8/**/14

for both the insurance and shipping, plus tax, in the amount of $16.80.

This refund will take 3-4 business days to show up on the customer's

bank statement. The customer was refunded $73.67 in total.

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: Last week, as I was going through my bank statements, (I receive them once a month), I notice that on October [redacted], I had a charge of 108 dollars on my credit card, I have never heard of this place, or had any services by them, I looked up their info online, and contacted the place by email immediately, asking what this charge was about.

They were THE most uncooperative, stating a name of another person, with a totally different address, and that I have no idea who it is, saying they were the ones who solicited the services.

Customer service was NEVER in any mood to help me solve this, their last email stated: "Our billings department has recommend (*sic) that you reach out to your credit card company, if this is a possible fraud. At this time we are unable to refund your credit card, as we were not contacted when the card was initially charged for the order on September **"I went back to my credit card statement, and yes, there was another charge, but it was refunded some days later, so when I contacted my financial institution, they dismissed it, cause they explained sometimes, computers make mistakes, but as long as nobody took my money, it would be fine...is this any way to treat costumers?? Horrible company!!(they even started by saying it was a charge for "Unlimited" (another company I have never heard of...please help!Desired Settlement: I just want my 108 dollars back, that is all.

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 do NOT accept, nor understand what has the previous charge (refunded, btw), has to do with anything, business has acknowledged not to have any records of me, my address, or many thing else, yet they will gladly charge my card and keep my money??? That is called STEALING, and I have contacted my financial institution to do a CHargeback and will post on all social media the kind of crooks this business is run by!![Your Answer Here]

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

Sincerely,

Review: I made a one time purchase of a single item totaling $9.52 at a Rent the Runway store in [redacted], on 4/**/2015. The company has continued to charge my credit card on a monthly and sometimes semimonthly basis for various amounts, as follows:

5/*/2015--$10.58

6/**/2015--$5.29

9/**/2015--$10.58

10/*/2015--$5.29

10/**/2015--$5.29

I have contacted the Company three times by calling ###-###-####. the first time I waited on hold for twenty minuntes and the system hung up on me. The second call I reached a representative -- Aby -- was unable to find any information in the company system -- not my name, address, email, or any of my phone numbers. She said that only the store manager could resolve this problem, and they are not available by phone, so she would take a message and a manager would call me back. After 24 hours of no call received, I called back and again waited about 17 minutes for a representative. I had to go over all of the same ground with this representative, and at the end of the call she confirmed that the store does not have a phone, so she would have to communicate by email with them and get back to me. This call lasted 55 minutes, during which she put me on hold numerous times to ask for more information. In the end, all she said was a manager would call me back. I insisted on speaking to a manager immediately, to which they said Ok, and put me on hold. They did not return to the phone for another 15 minutes, at which time I hung up.

My credit card company has agreed to do an investigation, and put a stop on future charges, however, I have concerns about fraudulent use of my identify, so this resolution is not enough. I was part of the DOD data breach. I need confirmation that my account information is cleared from this company's system completely, and all erroneous charges are refunded immediately.Desired Settlement: I need confirmation that my account information is cleared from this company's system completely, and all erroneous charges are refunded immediately.

Business

Response:

The customer contacted Rent the Runway on 11/**/2015 to notify us that a charge was placed on her credit card erroneously by Rent the Runway. Rent the Runway could not find any record of the customer’s personal information or any details related to charges to the client’s credit card. Rent the Runway spoke with the customer directly to ensure that her concerns were addressed and elevated the inquiry to the Rent the Runway management team. In response to this inquiry, Rent the Runway’s Chief Financial Officer reported that a store associate in the [redacted] retail location had charged this customer’s credit card in error. This store associate reached out to the Rent the Runway Finance team to report the error and ask that the customer’s credit card on file be refunded. A manager on the Rent the Runway Customer Insights Team followed up with the Rent the Runway Finance Team and the customer to ensure that the customer was refunded and all of the customer’s personal information was removed from the Rent the Runway system. 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 11/**/2015 2:15 p.m. Rent the Runway’s Chief Finance Officer reported that a store associate in the Rent the Runway [redacted] retail location had mistakenly charged the customer’s credit card and contacted the Rent the Runway Finance Team to ensure that the customer received a refund. 11/**/2015 5:51 p.m. A manager on the Rent the Runway Customer Insights Team spoke with the customer regarding this matter and reached out to the Rent the Runway Finance Team to process a refund on the customer’s behalf. The customer expressed a preference in scheduling a phone call to process the refund via credit card. The customer confirmed that they would like their account and credit card information to be deleted from the Rent the Runway system. 11/**/2015 9:00 a.m. Rent the Runway’s Chief Financial Officer confirmed that Rent the Runway does not store any credit card information in the Rent the Runway system. Rent the Runway relies on a third party vendor to store and charge credit cards to ensure that a data breach of Rent the Runway would not expose any customer credit card information. 11/**/2015 3:52 p.m. The customer spoke with a Manager on the Rent the Runway Customer Insights Team and a representative from the Rent the Runway Finance Team. During this phone call, the customer was refunded in full and all of the customer’s personal information, including credit card information was removed from the Rent the Runway system. 12/**/2015 10:39 AM The Rent the Runway Customer Insights Manager confirmed the phone call with the customer and the Rent the Runway Finance Team and that the customer was refunded and all personal information removed from the Rent the Runway system. This case has been marked as resolved and the final solution has been negotiated.

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 and handbag for an event on July **, 2015. After the event, I packed both items in the garment bag provided, locked it, and dropped it at a [redacted] for return. I tracked the package a few days later and it had been received (by the required return date). On August [redacted] I noticed a charge for $340 on my [redacted] bill (they never contacted me just charged me). I called their customer service line on August [redacted] to find out what the charge was for, and after a lengthy hold was told the handbag had not returned. I explained that the item was returned with the dress via [redacted] on July [redacted].. The representitve told me that she would follow up with the collections department via e-mail. I asked to be copied on the e-mail and was told this was not possible, and that I would be contacted within a few days. By September [redacted], I still had not heard back, and had not received a credit. I called RTR on September [redacted] and again I endured a lengthy hold. After explaining that I had called a week ago and not heard back, I was informed that there were no notes in the system about my previous call, and that the last person who helped me did nothing. I was also informed that the bag had been returned into their inventory on September [redacted]; however, the charges (200% of the value of the bag) would not be credited, because it was a month late. I once again informed the rep that the bag was returned with the dress via [redacted] on July [redacted] (ON TIME) and wanted a credit. The rep said she was not authorized to give ma a credit and would e-mail the collections department. This rep did follow through with an e-mail and copied me, but I have not heard back nor received a credit. This has beed a very stressful and frustrating experience! I will NEVER EVER use RTR again.Desired Settlement: I would like a full refund in the amount of $340.00.

Business

Response:

The customer placed an order with Rent the Runway on July [redacted], 2015 for one dress and one clutch, totaling $30.24 charged to her credit card and $113.40 taken out of her Rent the Runway merchandise credits. The customer placed the order to arrive on 7/**/2015 with a return date of 7/**/2015. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. As of 08/**/2015, it was confirmed that the customer had not returned the clutch back to Rent the Runway, resulting in the late fee charges of $340 to the credit card on file. After communication with the customer and a Rent the Runway internal investigation on the package, on 9/*/2015, Rent the Runway has refunded the customer the $340 of late fee charges as a courtesy. This case has been marked as resolved and the final solution has been negotiated.Below is a detailed outline of the events and the conclusion of this interaction:On August [redacted], Rent the Runway collections department noted the return scan on the customer’s order [redacted], and concluded that the Silver Lattice clutch had not yet been returned to Rent the Runway, and that the customer would be charged a late fee, per the late fee policy. This resulted in a charge of $340 to the credit card on file.On September [redacted], the customer called Rent the Runway customer service, stating that the clutch was returned on time on July [redacted], making the customer’s return within the valid time frame to not receive late fees. The customer service representative stated that the collections department handles all late fee inquiries and that she would email the collections department with the customer’s case and information. On September [redacted], the customer service representative emailed the collections department on behalf of the customer.On September [redacted], the customer called Rent the Runway customer service once again, stating she had not received a response from the collections department about the late fee inquiry. The customer service representative apologized, and stated that a Rent the Runway promotion code would be sent to the customer via email for the inconvenience of the delay. On that same day, the customer service representative emailed the customer with that promotion code.On September [redacted], the collections department emailed the customer asking for details of the return of the items to further investigate the package, and the late fees. The customer responded back with details of the return, and requested a refund of the $340 late fees that had been incurred.On September [redacted], the collections department responded to the customer stating that the internal investigation had been finalized, and the customer would be refunded the late fees on file. At 7:30pm on 9/*/2015, the customer was refunded the late fee of $340 and all negotiations have been finalized. The customer thanked the collections department for the refund.This case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the late fee policy can be found below. All customers are required to agree to these terms before renting.In the terms and services, Rent the Runway outlines the Late Fee Policy which states the following:“Late Fees. If you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax.Payment of 200% Rental ValueRTR will not charge you for more than an amount equal to 200% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section 2(B), excluding collection costs. If you pay RTR an amount equal to 200% of the Retail Value under this Section 2(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any kind. For the avoidance of doubt, the limitations of this clause shall not apply to the Rental Fee, which is charged separately from, and in addition to, any other charges payable by you pursuant to this Section 2(B).Rent the Runway also explains the Late Fee Policy on page 2 of the “Shipping: Delivery & Return” section of their FAQ page. Which states the following:Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time delivery. When a dress or accessory is not returned to us on time by a customer, or is lost or stolen, it impacts our ability to deliver on our promises to other customers and it harms our business. Because our products are unique and not replaceable, we cannot purchase additional products to fulfill orders due to late returns. We rely on our customers to return our products on time so that we can continue to fulfill orders for other customers. Please review our Late Fee Policy below which explains how to return your rental products and outlines the late fees charged for late returns.” Returning Products- The date to send back your rental items is stated in your online invoice. In order to avoid a late fee, you must send back the products you rented in the return packaging provided to you by Rent the Runway. The return service provider is [redacted].- You must deliver the products to a [redacted] store located in the United States by 12 p.m. on or before the product return date specified in your order. If you do this, your package will be scanned by [redacted] by the next day and returned to Rent the Runway on time.- Please do not leave your rentals with any third party (hotel, mail room, friend) for return as you would still be held liable for any late fees incurred.- If you lose the return packaging, you are responsible for returning the item at your own expense by the expected return date, and providing Rent the Runway with a tracking number. Returns should be sent to the following address: Rent the Runway[redacted]

[redacted]Late Fees- If you return your rental items late or do not return them at all, a late fee of $50 per day will be charged to the credit card you used for the order (or to any other credit card included on your account). You will be charged up to 200% of the retail value of the products you ordered, plus applicable sales tax. This late fee is in addition to the rental fee for the products.- The late fee is payable for each order that is not returned when due, not for each product. For example, if you rented two items in one order, you will be charged $50 per day, not $100 per day in late fees.- If you pay us an amount equal to 200% of the retail value in late fees and you still have the product in your possession, the product is yours to keep.- If you have not returned a rental item within 20 days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid.

Review: I rented the "Gold Idol Dress" via order #[redacted] for $48. It was an 8-day rental, and I was supposed to mail it back to return to their store by Dec. **, 2014. I've rented 4 different dresses in December, and this one got overlooked (of course my mistake) and didn't get returned on time.

On January *, 2015 I saw a charge to my bank account for $412.56 from Rent the Runway. I immediately logged into their website and saw that there was some weird "Collections Product" on my Gold Idol dress order. Here's a screenshot of what that looks like, which is especially vague about what they are actually charging me: [redacted] I also saw that all of my $127.44 credits that I had saved up on their website had been spent: [redacted] With no email confirmation of the charge or effort to explain or reach out by this company to me in any way, in my opinion this is extremely difficult for a normal person to just look at these charges in the account and understand what's happening right away.

Funny thing is that I receive emails from Rent the Runway almost every day -- highly personalized emails about purchases I've made, things I've looked at on their site, and of course their regular promotions, and not a SINGLE effort was made to alert me that they hadn't received one of my return orders.

It took a lot of hunting on my part to discover my mistake, but because of the odd $540 charge it wasn't apparently that this was a late fee. Their terms of service say it's a $50/day fee, so I assumed I must have been charged the price of the dress. My goal was to call and see if they'd accept the dress back if I sent it and issue some of my money back. Unfortunately this was not what was happening at all.

This all happened late that Friday Jan. *, so I call Rent the Runway on Saturday morning to ask for information. There's something in the main menu that sounds like it will get me information about a late order, but I'm on hold with what I think is the "Collections Department" for over half an hour. I call back thinking my call may have been misdirected or lost, and I'm on hold for another 15 minutes. Then I call again and ask to speak to a stylist, because at least then I will have someone to talk to or direct me.

This stylist says that the Collections Department isn't here on the weekend, and I can try calling back on Monday. (I later learn that there's supposedly not a way to call the Collections Department at all. Someone is lying to me / making up information.) Then she says she'll pass my information on internally so someone can call me on Monday. Finally she says I should use an online form to reach Collections.

So I use the online form on Saturday, but at the time I didn't realize that there were 3 different forms here (poor design), and I needed to change this little radio button at the top to find the Collections option to contact: [redacted] So the closest contact option I could find was "How to Return", and I emailed them my concerns.

On Monday Jan. [redacted] I finally get an email response for my "How to Return" inquiry that says merely that they can't help me, and that I need to contact "Collections", with no information on *how* I would contact them. Meanwhile, unknown to me, my late fees are still accumulating.

That Monday afternoon I get a call from someone called "[redacted]". I was at work, so she left me a voicemail with instructions about how to report a lost package (which wasn't even my concern, and I know I explained this in detail to everyone I talked to). Then she gives me her extension [redacted] if I want to call her back.

I call the number back when I get off work, and it says that this number doesn't work because it's outside of their office hours. So I call the number back Tues. morning, Jan. * (4 days since I was charged). I enter [redacted], the extension for [redacted], and the machine says that this extension is "invalid".

So I call Rent the Runway again, go through that tireless menu to finally reach another stylist. I feel so sorry for these stylists. I explain to this girl what's happened, and she says there *is* a lady named [redacted] there, she doesn't know why her extension didn't work, and she'll get her to call me back. I agree to wait longer.

I get a call from [redacted] around noon, which I can't answer immediately because I'm at work, and she leaves a voicemail that if she's currently on the phone the machine says her extension is invalid (which is horrible, and should be corrected). So I call her back a few minutes later about 3 more times until her extension "isn't invalid", and I get to talk to her. I finally felt like I was getting somewhere, but again I was wrong.

Turns out [redacted] isn't with the Collections Department either, but she's "friends with the [redacted]" and can answer my questions... but she can't answer my questions. She doesn't tell me what the $540 charge was exactly for on my account. She can't tell me any kind of deadline or future charges they have planned for me. She can't make any kinds of changes to these charges without her [redacted] "[redacted]". So I tell her to put [redacted] on the phone instead. "Oh, she's not at her desk," says [redacted].

[redacted] tells me that these charges are fair because not having the dress interrupts their ability to provide it in other orders. My argument was that if they really cared about their other customers and their orders, it would be a part of their business model to contact me in some way when they noticed the dress wasn't returned. I would have realized my mistake and been able to return it in a timely manner. As their customer, I would be really [redacted]et if I didn't have the dress I reserved because Rent the Runway wanted to secretly charge someone else late fees for it without notice.

When I tell [redacted] that there should be a notification/explanation in place when a dress isn't returned on time, she tells me "that's something our web development team would have to do" rather than agreeing to pass my feedback along.

Then when I try to ask [redacted] if they'll even accept the dress at this point because it looks like they already charged me for it, she threatens that if I don't return it right now, I could be charged up to $2000 according to their Terms of Service -- which would be the amount in late fees + 200% the retail value of this used dress. This is the first I've heard that they'll even accept the dress at this point, and I start to realize that the $540 is a *late* fee, not the price of the dress.

I also finally get the email address for the Collections department: [redacted] At this time I was told they only operate via email, even though they would call me directly about a week later.

So since [redacted] who supposedly can help me "isn't at her desk", [redacted] says she'll put my call on [redacted]'s "Priority list" to call me back later that day. Again I think I'm getting somewhere, but I'm wrong again.

The afternoon of Jan. [redacted] came and went and [redacted] never contacted me. (I was later told "Oh, she has the [redacted]," which doesn't seem like the truth.) I dropped the dress off at the [redacted] store after work in fear that this company would bankrupt me. The morning of Jan. [redacted] (5 days after I was charged), I send in an email to [redacted] explaining my experience up to this point to their Collections department. My friends advised me to also post to Rent the Runway's [redacted] page that the [redacted] I was promised never contacted me.

These were the two things I stated I wanted in my email to Collections, and I felt they were very reasonable. I quote:

1) A proposal for a *reasonable* late fee to represent a timeframe when I should have been contacted about the missing dress. This would refund me any Rent the Runway credits and charges to my bank account that were made beyond this proposed fee.

2) A pledge to provide feedback about the horrible experience I had with your web development team, so they may consider implementing a reminder system if a dress is not received on time. I don't want other girls to end up in my position, and it's shameful you all let it get this far.

That afternoon I got an email from Collections. They sent me a canned message about how it's my responsibility to return the *earrings* (I never rented any earrings), and I agreed to their Terms of Service to be charged this $50/day late fee amounting to $600 since the dress was 12 days late. They also said that I DID receive a confirmation email when I was charged the late fee on Jan. *, and I should check my spam folder.

I am a Delivery Engineer for one of the largest email service providers in the world: MailChimp. I found this insulting that they would suggest they sent this email, so I wanted a copy. In our back-and-forth I pointed out that the charges they quoted weren't accurate, but also that I wanted to know (1) the subject line of the confirmation email, (2) the from email address, and (3) that their transactional email service should also have a copy of the content of the email that would have been sent to me, of which I request a copy. This is when their Collections department stopped responding to me completely, and I figured that telling me they send confirmation emails for late fee charges was a lie.

Again, I went to [redacted], telling their page that their Collections department wasn't responding. I finally get a call on Jan. [redacted] (7 days after I was charged the "late fees") from a "[redacted]". I believe his name was Allen according to the girl who connected us.

I thanked him for calling and told him my story. Again, he said that I checked the box to agree to their Terms of Use. He said "yes", when I asked if it was fundamentally wrong to not contact me when they noticed the dress was late, to not care enough about me or their other customers who have reserved the dress to make that effort.

-- This is the most jarring lie I was told --

I also asked him about the late fees and why the math (12 days late x $50 = $600) was not what I was charged, so it was difficult to determine the reason for the charges. He said something to the effect of "Oh, it's not *exactly* 12 days, it's based on the *second* we notice the dress is missing." No where in their Terms of Service does it talk about late fees *by the second*. So he changes his story. "Oh, actually there's just taxes on top of the late fees." I argue that no late fee in the world should have taxes on top of it. So he changes his story for the third time, "Or, maybe they're service fees on top of them." Which again, is ridiculous.

Then he can probably see that he's digging himself in a hole, so he tells me he's putting me on hold. He finally comes back and says something like, "Okay. So I can give you your credits and a $100 credit and a $100 waiver." This wording is confusing, so I ask, "So you're giving me my Rent the Runway credits of $128 plus $100 to my bank account, plus another $100 to my bank account?" HE LAUGHS. "No, that's $100 in Rent the Runway credits, and only $100 to your bank account."

I tell him that Rent the Runway credits do not buy groceries, and that having MORE credits for his company is just offering me the potential to be in the same situation I'm already in -- subjected to more shoddy service and exorbitant late fees. I specifically spell-out for him, "What you're offering me has no value. Do you understand that?" He says yes.

Still trying to work with these people, I say, "Okay. I'll accept this if you give me back the credits you originally took and refund my bank account $200." He says no, that he can only refund $100 to a bank account. I ask him again if he's a [redacted]. "I'm the [redacted]." So I tell him that if he's a [redacted], he should be able to refund a charge. He says no, that he's only "authorized" to refund up to $100. I've never in my life heard of anything like this.

I ask him "Is this conversation being recorded?" He says yes. "And if I request a copy of this conversation, I can get it?" He says yes. "Okay, I want you to immediately refund me that meager $100 you said you can only do right now, send me a copy of this conversation asap, and you will hear from me again." He said yes.

I waited and waited until Jan. [redacted] -- that's 13 days after I was charged and 6 days after I had this horrible conversation with this [redacted]. The only medium of communication that's actually gotten people to communicate with me was [redacted], so I made another [redacted] post to their wall at 8:30am that morning. Here's a screenshot: [redacted] Here's the text of the post:

"I was promised last Friday the recording from a conversations had with a [redacted], timestamp 01/**/15 2:06pm EST for 25 minutes. Since again it's been days since I heard anything, how much should I charge in late fees?"

They respond in a [redacted] reply:

"Hi [redacted] - I will check in with our stylist team on this issue and have someone reach out this morning to follow up!"

No one contacted me all day. So I made this post around 11pm that night on their page: [redacted] Here's the text:

"Let me list the lies your company has told me:

1) late fees are charged *by the second*, not by the day

2) I have to pay you taxes on my late fees.

3) I have to pay you service fees on top of my late fees.

4) you send confirmation emails when a late fee is charged

5) you will give me the recording of the conversation I had with a "[redacted]"

6) someone will get back to me today

In conclusion, I want my money back."

It is now 10am on Jan. [redacted] -- 14 days after I was charged, a full 7 days after I talked to that horrible [redacted]. *Nothing* has been resolved, nor has the meager $100 been applied to my bank account. This is the worst experience I have had with any company in my entire life, and I wouldn't wish this on anyone.Desired Settlement: 1) The very reasonable refund of the full "late fee" charges -- that's $127.44 in credits and $412.56 to my bank account.

2) A pledge to provide feedback to your web development team and Collections Department about the horrible experience I had. You must consider implementing a reminder system if a dress is not received on time. I don't want other girls to end up in my position, and it's shameful they let it get this far.

Business

Response:

The customer placed an order with Rent the Runway on November [redacted], *014 for two dresses, totaling $51.84. The customer placed her rental to arrive on 1*/**/14 with a return date of 1*/**/14. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services. It has been confirmed that the customer was 1* days late returning her items, resulting in the $540.00 charge that the customer is disputing.After frequent communication with the customer, Rent the Runway issued the customer multiple exceptions by reissuing her credits in the amount of $1*7.44, issuing her an additional $100.00 credit, and refunding her $100.00 of the original late fee charge. The customer was only charged $41*.56 out of her possible $600.00 late fee charge and was given an additional $100.00 worth of Rent the Runway credit. Rent the Runway does not typically make exceptions of this nature and the company did their best to find a solution that is fair to both parties. 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/*/15, Rent the Runway attempted to contact the customer via email as a courtesy to let the customer know that she would be charged late fees because her order had not been returned. Due to a software malfunction, the email was never delivered to the customer. On 1/*/15, Rent the Runway charged the customer in the amount of $540.00 for late fees associated with her rental. $41*.56 went on the customer’s credit card, while $1*7.44 worth of store credits were removed from the customer’s Rent the Runway account. At this point, the customer was charged for 10 day’s worth of late fees plus an 8% tax rate. Rent the Runway did not charge the customer for any days where she would have been unable to return the product which includes, any holidays or Sundays. Rent the Runway also gave the customer one grace day of not being charge. The customer called the collections line twice on 1/*/15. The first time she waited for *1 minutes and 1* seconds and the second time she waited for 3 minutes and 55 seconds. The customer did not speak to a representative on either of these calls. The customer called Rent the Runway’s “Exchanges” line on 1/*/15 and spoke with a customer service representative. The representative instructed the customer to email [redacted] and stated that she would pass her order number along to the [redacted] of the Collections team. The customer emailed Rent the Runway on 1/*/15, stating that she had not returned the dresses in her order and that she had been charged in the amount of $41*.56. The customer said that she had attempted to call the collections department multiple times but could not get through. Rent the Runway’s Collections Department is only open Monday to Friday, so a customer service representative stated that she would pass along the customer’s feedback to another representative who works closely with the collections team. On 1/*/15, the customer returned the package. On this day the customer called in on Rent the Runway’s “Exchanges” line in hopes to speak with a customer service representative who works with Collections. This customer service representative spoke to the customer on 1/*/15. This agent is not on the Collection’s team but she let the customer know that she would escalate her issue to the [redacted] of Collections who would return her call.On 1/*/15 the customer emailed Rent the Runway’s Collections Team explaining her previous interactions stating that she had been charged and would like a more reasonable late fee and to pass her feedback along. That same day, a member of the collections team responded that the head of the Collections department had been out due to the [redacted]. The agent explained that the customer agreed to our late fees upon submitting her transaction. The Collections representative informed the customer that she would be granted an exception because this was her first time returning her order late. Rent the Runway then refunded the customer $10.00 back to her credit card and reissued her store credits in the amount of $1*7.44. The customer responded asking for a breakdown of the charges. The Collections representative responded explaining the charges.In order to help the customer, a customer service representative from Rent the Runway who works closely with the collections team called the customer on 1/*/15. This representative let the customer know that her feedback would be passed long and reassured the customer that the Collections team was working on her case and would get back to her as soon as possible.On 1/*/15 a representative from the Collections Team called the customer to let the customer know that the dress was 1* days late and explained the charges on her account. The customer was told that late fees include taxes and according to the late fee policy could have been charged $600.00. An exception was made and the customer was only charged $500.00 plus tax, which totals to $540.00. Of this $540.00, $41*.56 went on the customer’s credit card and $1*7.44 redeemed from the customer’s store credits. The representative let the customer know that he waived $100.00 initially, and only charged her $500.00. The representative then stated that he made an exception and reissued the customer’s credits in the amount of $1*7.44 on 1/*/14. He then informed the customer that he would make an additional exception and give her another $100.00 worth of credits and refund her $100.00 to her credit card. Both of these reimbursements were processed on 1/*/*015. 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 *00% of the Retail Value plus applicable sales tax (plus the Rental Fee). The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is late. If you have not returned a Product within twenty (*0) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section *(B), less any late fees that you have already paid, plus applicable sales tax.Payment of *00% Rental ValueRTR will not charge you for more than an amount equal to *00% of the Retail Value plus the Rental Fee, in the aggregate, for any charges arising under this Section *(B), excluding collection costs. If you pay RTR an amount equal to *00% of the Retail Value under this Section *(B) and you still possess the Product, the Product is yours to keep, though on an “AS IS” basis without warranty of any 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 *(B).Rent the Runway also explains the Late Fee Policy on page * of the “Shipping: Delivery & Return” section of their FAQ page. Which states the following:Late Fee PolicyWe take pride in meeting and exceeding the expectations of all of our customers by providing an exceptional experience that begins with an on-time 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 1* 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 *00% 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 *00% of the retail value in late fees and you still have the product in your possession, the product is yours to keep.- If you have not returned a rental item within *0 days after the return date, your late return will be considered a non-return and Rent the Runway will charge your credit card or debit card the maximum late fee, less any fees, plus applicable sales tax that you have already paid.

Review: I placed an order for a dress in the amount of $92.11. A couple of days later I saw another address on line that I wanted to add. You guys offer a second style dress for $32.50. For whatever reason I wasn't able to add the dress. System error. So I contacted your customer service. I spoke with an agent and asked if I could add the dress for the additional $32.50. The agent stated she could. The agent received an error as well, not able to add the dress. The agent advised she would cancel the order and replace it for me for the inconvenience. She said this has never happened before. I asked the agent would my price still be the same with me having a promo code and a credit. The agent stated yes. I asked again for reassurance. The agent stated yes again. The agent stated new price. Not thinking while on the phone and I hung up. Once I got off the phone I stated the price to my boyfriend and realized that price was incorrect for an additional $32.50. I immediately called back and received another agent and explained what happen. I also advised I wanted to take the second dress off if the price will increase by that much. The agent stated she can take the second dress off and refund for that but unfortunately not able to provide the promo code due to it being another order. I advised I understand the promo code not being able to use that one but another needs to be added due to being advised the price wouldn't change. The agent advised she couldn't do it. I asked for a Manager and the agent stated they weren't available and left my contact information. No one ever called me back. I called back today Sunday December [redacted]. Explained the situation again and the agent put me on an extensive hold and advised they were making changes to my account. She came back on the phone and advised unfortunately the agent I originally spoke with doesn't remember our conversation. They will not be able to provide me with the promo code. I advised agent I understand she can't apply Cyber Monday code because it's no longer valid. However I should receive a credit for my previous order due to negligence from your employee. She provided me incorrect information, she may need more training, but I shouldn't have to pay for her mistakes. Agent advised unfortunately she couldn't. I asked to speak with a Manager. The agent advised she would have to take down my contact information and have a manager call me back. She also provided me with this email stating the billing department didn't have a phone number. I advised the agent I will be filing a Revdex.com Complaint due to this being outrageous customer service.

Also the agent today confirmed that I could mail off my dress tomorrow 12/**/15 due to the [redacted] store being closed.

Per a blog their HQ recently changed to [redacted]Desired Settlement: I should only be charged the original price of $92.11.

Business

Response:

he customer placed an order with Rent the Runway on December *, 2015 for one dress, totaling $92.11 charged to her credit card and $56.24 taken out of her Rent the Runway account in merchandise credits. The customer placed the order to arrive on 12/**/2015 with a return date of 12/**/2015. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. The customer contacted Rent the Runway on 12/**/2015 to adjust her reservation to add one dress. Rent the Runway offers the second product or less expensive product in a rental at a reduced rate of $32.50, plus tax, for a 4-day rental and $52, plus tax, for an 8-day rental. A technical error prevented a Rent the Runway customer service representative from adding the dress to the existing reservation. With the customer’s permission, the representative cancelled the existing reservation and placed a new reservation to include both products that the customer requested. At this time, the customer service representative waived the standard cancellation fee of $9.95 and provided a full refund to the customer’s credit card on file, $148.35. A new order was place for which the customer was charged $230.50 for two dresses. One dress was later removed at the customer’s request and the customer was refunded in the amount of $39.75. On 12/**/2015 the customer was further refunded in the amount of $80.14. The remaining charge was $110.61. Below is a detailed outline of the events and the conclusion of this interaction:On December [redacted], the customer placed an order on the Rent the Runway website for the Antonia Gown in size 4L and paid $92.11, using her credit card, and $56.24, using Rent the Runway merchandise credits in her account. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. On December [redacted], the customer called Rent the Runway to adjust her reservation. A Rent the Runway customer service representative encountered technical issues on the Rent the Runway internal site when she attempted to modify the reservation. With the customer’s permission, she cancelled the reservation, waiving the $9.95 late fee. The customer automatically received a full refund to the credit card on the file in the amount of $148.35. The customer service representative then placed a new order, on the customer’s behalf, for the Marsala Be Still Dress in size small, charging the customer’s credit card on file in the amount of $58.25. The representative then added the Antonia Gown in size 4L, charging the credit card on file in the amount of $172.25. The customer service representative then immediately processed a refund to the credit card on file in the amount of $39.75, leaving a total charge of $190.75. This is less than the correct charge of $209.35 to rent the Antonia Gown, $165 rental plus a 6% sales with a total of $174.90, and the Marsala Be Still Dress at the reduced rate of $32.50 plus a 6% sales tax with a total of $34.45. The promotion code that the customer requested was applied to the reservation to reduce the rate. On December [redacted], the customer called Rent the Runway. A Rent the Runway customer service representative removed the Marsala Be Still Dress and processed a refund to the credit card on file in the amount of $80.14, leaving a remaining charge of $110.61 for the Antonia Gown. The correct charge for this dress is $174.90. The customer received a discount in the amount of $64.29 for this order. This case has been marked as resolved and the final solution has been negotiated.For reference, the sections pertaining to the reduced rate backup product or dress 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 backup products policy which states the following:Backup Products. If You order a Product hereunder, You may also order a backup Product (at the same or lower price tier as the first Product) (a "Backup Product") for a reduced rate, as set forth on our Website, for the same time period that You order the first Product; provided that the sizing guarantees and credits under Section 3(b)(1) shall not apply. Any Backup Products must be returned together with the Product with which it was ordered. The terms and conditions of this Agreement also apply to any Backup Products. We may discontinue the availability of Backup Products at any time.

Review: I have made a purchase on Rent the Runway's website only once about a month ago. I successfully returned my dress without any damages and received a confirmation email informing me that my rental had been returned successfully.

However, I just noticed a transaction on my credit card from Rent the Runway in the amount of $108.88. This was not my purchase, I never received any email to inform me of this charge, never received any item. I have heard of RTR doing this with customers before and I am in awe that they would charge my card a month later without informing me of why.

I would like this charge to be removed immediately. I would like RTR to erase my credit card information from their system. I do not trust this type of fraudulent business with my credit card information.Desired Settlement: Remove the charge of $108.88 from my credit card. Remove my credit card information from all Rent the Runway channels so that they can never charge me again.

Business

Response:

The customer placed an order with Rent the Runway on November *, 2015 for one dress in two sizes, totaling $51.12 charged to 11/**/2015. 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, which are stated below. As of 12/**/2015, it was confirmed that the customer had not returned the dresses back to Rent the Runway, resulting in the late fee charges of $108.88 to the credit card on file. After communication with the customer and launching an investigation with [redacted] regarding the [redacted] Drop Box where the client returned the package, on 12/**/2015, Rent the Runway has refunded the customer the $108.88 of late fee charges. 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 December [redacted], Rent the Runway collections department noted the return scan on the customer’s order [redacted], and concluded that the Green Light Dress in sizes 4 and 6 had not yet been returned to Rent the Runway, and that the customer would be charged a late fee, per the late fee policy. This resulted in a charge of $108.88 to the credit card on file.On December [redacted], the customer e-mailed Rent the Runway collections department, stating that the dresses were returned on time on November [redacted] and providing a time stamped photo of her return to a [redacted] drop box, making the customer’s return within the valid time frame to not receive late fees. The collections representative responded requesting details of the customer’s return.On December [redacted], the customer provided the requested details and the collections representative responded to confirm that a one time exception would be made to refund the late fee charges assessed in the amount of $108.88 due to the fact that the [redacted] Drop Box in question has been flagged as unreliable in our system. 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 received a confirmation email that Rent the Runway received my dress on December [redacted], 2015 at 9:14am. Furthermore, I detailed where I dropped my dress off ([redacted] box) and attached a picture of the rental dress AT the [redacted] dropbox location on November [redacted], 2015 (the rental due date). Rent the Runway set my dress rental return date as November [redacted], 2015. I dropped the dress off on this day. [redacted] was closed due to the Thanksgiving Holiday on this day. Rent the Runway's rental return system is flawed and did not account for [redacted] being closed on a holiday. I was told by Rent the Runway not to use this box again, and to drop off my dress AT the [redacted] store. But if the stores are closed for the holidays, what else was I supposed to do?I have proved that I returned my dress according to Rent the Runway's return directions. Rent the Runway has blatantly just lied about receiving the dress after December [redacted], 2015. They received the dress a full ten days before this and they received proof that I dropped my dress off on the RTR return date.

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

Sincerely,

Business

Response:

The customer placed an order with Rent the Runway on November 1, 2015 for one dress in two sizes, totaling $51.12 charged to 11/26/2015. The customer placed the order to arrive on 11/23/2015 with a return date of 11/26/2015. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services, which are stated below. After looking into the [redacted] data it is confirmed that customer returned the order on 11/30/2015 but the merchandise was not received back to Rent The Runway After communication with the customer and launching an investigation with [redacted] regarding the [redacted] Drop Box where the client returned the package, on 12/15/2015, Rent the Runway has refunded the customer the $108.88 of late fee charges. This case has been marked as resolvedFor 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]

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

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

Sincerely,

Review: On April [redacted] 2014, I ordered two dresses. One dress was to be delivered by Wednesday May [redacted], 2014 and the other dress was supposed to be delivered by Thursday May [redacted] 2014 the actual date of my event. I am surgeon at NYU and these dresses were supposed to be for our annual fundraising gala. Both dresses arrived on May [redacted] after hours and I could not wear either for the event.

I tried calling customer service numerous times and was unable to get through and was told to send an e-mail instead via an automated message. When I did reach a customer service agent she was unhelpful, rude and would not refund any of my money and instead stated they full filled their obligation in getting both of my dresses to me by May [redacted] by 8pm. I will never use this business again. They have terrible customer service.Desired Settlement: I would like a full refund on the dresses and the accessories I rented.

Business

Response:

The customer placed two orders on April **, 2014. Upon placing an order with Rent the Runway every customer must agree to the Rental Agreement, which is provided at checkout. In this agreement it states that “The Products can be delivered to you until 8:00pm on your rental start date.” In regards to the customer’s two rental periods, we confirmed with our third party courier service that her rentals were delivered and

signed for before 8:00pm on the rental start dates.

Rental 1 – rental start date of May *, 2014; these items were delivered to the requested address and signed for on May *, 2014 at 4:08pm.

Rental 2 – rental start date of May *, 2014; these items were delivered to the requested address and signed for on May *, 2014 at 6:27pm.

The orders were delivered with the same expectations outlined in the rental agreement. That said, on May **, 2014, a [redacted] at Rent the Runway reached out to the customer to advise the customer of Rent the

Runway’s policies and apologize for the poor customer service that was received. The [redacted] also processed a refund for the full amount of the order ($248.67). This refund was processed on May **, 2014 and will take 3-4 business days to appear on the customer’s statement.

Review: I placed ORDER #[redacted] – Purchased on December **, 2014.

I had contacted the company on Jan [redacted],2015 about not receiving my full order and received an email from associate [redacted]. She informed me that she would handle that my order had not been completed on Jan [redacted].

I followed up on Jan [redacted], no response. I proceeded to send emails on Feb [redacted], Feb [redacted], Feb [redacted], with no response.

Online the system shows that my order status is: Status Not Available to Ship.

They will not respond to any form of emails and I still do not have my order to this date.Desired Settlement: I would like someone to email me back and handle my situation. I want all correspondence in writing please.

Business

Response:

The customer placed an order with Rent the Runway on December [redacted], 2014 for two saleable items one being the “Metallic Luxe Tight End Tights in Black Silver” and the other being the “Black High Waisted Tight End Tights.” The customer used store credit in the amount of $70.93 and the remaining $3.27 was charged to the customer’s credit card. According to Rent the Runway’s records the customer received the “Metallic Luxe Tight End Tights in Black Silver” on December [redacted], 2014. The customer did not receive the “Black High Waisted Tight End Tights.”On January [redacted], 2015, the customer emailed stating the following:“[redacted]Today is 01/**/2015 at [redacted].”That same day, a customer service representative responded and apologized to the customer and stated that she put in a request with Rent the Runway’s fulfillment center to see if the “Black High Waisted Tight End Tights” could be sent out to the customer. The representative asked the customer to confirm if she received the “Metallic Luxe Tight End Tights in Black Silver”. Rent the Runway did not receive a response from the customer.On January [redacted], 2015, a customer service representative reached out to the customer to let her know that Rent the Runway would be able to send the “Black High Waisted Tight End Tights.” The representative asked the customer if she would still like to receive the tights.Rent the Runway did not receive a response from the customer.On March [redacted], 2015 a Manager from Rent the Runway emailed the customer to apologize for any inconvenience and issued the customer a refund in the amount of $3.27 and issued a merchandise credit in the amount of $37.01, which is the cost of the “Black High Waisted Tight End Tights” plus tax. The manager also offered the customer a promotion code of 25% off her next rental with Rent the Runway.The manager let the customer know that Rent the Runway had not received any of her emails previously and provided her with Rent the Runway’s contact information. This case is considered settled on Rent the Runway’s end.

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: On 10/*/2015 I rented a dress from rent the runway. I have rented several dresses in the past from this company, but it had been about a year since I last rented. The dress was due back on 10/**/2015. On 10/**/15, I packaged the dress for return and returned it to the same mail box that I have dropped all of my previous returns in. On 10/**/15 I received an email from rent the runway stating that my dress was returned two days late. In my correspondence with RTR, I explained that I had turned in the dress on time, and I was not sure what happened. It was discovered that they had recently changed their return shipping procedure and they now used [redacted] instead of [redacted]. Because I had rented numerous times in the past, I did not catch this slight change to the procedure. I feel that the directions should have been more clear that the procedure had recently changed. Not only can the abbreviations be easily confused for one another, but there should have been a warning about the new procedure. I do not feel that I should be liable for the late fee. I returned the dress on time according to the procedure I was accustomed to. The company has a due diligence to inform its customers of policy changes and I do not believe that they did an efficient job.Desired Settlement: I would like a $54 refund.

Consumer

Response:

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

Review: I received a purchase from Rent the Runway on August*, 2013. The product I received was defective, so I contacted Rent the Runway, who asked for pictures of the defect. They agreed that it was clearly defective and offered to send a shipping label so that I could return the dress and receive a refund of $82.63 I did not receive a shipping label for 6 days, until I reached out again about the shipping label. I was then e-mailed a shipping label, and was told that my refund would be processed immediately upon arrival of my return. My return was received on August **, 2013, and I did not receive a refund. On August **, 2013, I called Rent the Runway, and they said they would issue a refund right away, and sent an e-mail confirming the refund of $82.63. On September *, 2013, I still had not received this refund, so I e-mailed, and was sent a reply, saying that refund was issued. I then called my bank, who told me that a refund had not been issued, so I called Rent the Runway, who told me that their processing had been running slow, but that I should expect a refund in the next few days. I received an e-mail on September **, 2013, apologizing for the delay, but assuring me that a refund would be processed by September **, 2013. I still have yet to receive this refund, and I am doubting that I will.Desired Settlement: I require a check for the amount to be refunded, $82.63, rather than a refund to my account, as I will be closing this account in the next few days.

Business

Response:

We received contact from the customer on August ** to report the quality issue on the garment in her order. On that day, a note was added to her order to explain the quality issue to our Quality Control team and a refund would be processed in the amount of $82.63 upon receipt of the dress back to our warehouse. The customer was not sent a pre-paid envelope so a return label was generated for her. Upon arrival at the warehouse it typically does take 5 business days to process the return and refund; however, we experienced issues with our credit card merchant processor where they weren't properly funding transactions submitted through our payment gateway. It took us several days to resolve the issue and we provided all customers with an apology & promotion code for the inconvenience. The refund was re-submitted for processing on September **, 2013 and does generally take 2-3 days to appear on the customer's statement. We were very communicative and transparent about the issue and tried our best to expedite the refund to the best of our abilities.