Rent the Runway, Inc.

Review: I ordered 3 dresses from Rent the runway with my credit card. I was understanding that I would receive an credit back on my Credit card if not of them fit. I returned the dresses the same day and completed the return form immediately. I contacted them serveal times to ensure they received my form because their website is not user freindly. Once I did hear back they had confirm that I would receive a store credit. I email them and that I needed a credit back to my credit card. I am a canadian and only living in US short term for work and would not be able to use a store credit. They said that I agreed to the policy during my purchsed. I told them that their policy is not that clear and I misundestood. They actually just keep resending me the same email. Also, 3 days before the shippment I received an email claiming that I needed to confirm the policy before they could ship. I never called because I was traveling and forgot but the package still arrived. So what was the purpose of the email?Desired Settlement: I would like my credi card refunded.

Business

Response:

On February **, 2014, the customer placed order #[redacted] with Rent the Runway. Upon checkout, the customer agreed to our fit policy which is stated in our rental agreement. Below is an excerpt from Rent the Runway’s rental agreement regarding garments that do not fit:

“Return of Unworn Products Due to Size. If Your Product does not fit You, then You may return the Product to us within 24 hours (excluding Sundays and holidays) of the date you received the Product by contacting us via email or phone and returning the Product in conformance with the return procedures in Section 4(b) below (a "Sizing Return"). We will then issue you a credit for the full Rental Fee (less delivery charges) of the Product for a future rental by You of our Products, so long as the Product, in our sole discretion, has not been worn.”

The customer was then contacted on March *, 2014, by a customer service agent to make her aware of the fit policy. The email stated the following:

“Thank you for your order with Rent the Runway! We just want to check in with you regarding your first rental and our return policy.

An important note on our return policy – we only issue merchandise credits for fit in the following scenarios:

1) you reserve only one dress and it does not fit;

2) you reserve more than one dress and none of them fit. If any of the dresses in your order fit, we consider this a successful rental. We do not issue partial credits or credits for jewelry. We do not issue refunds back to your credit card.

Please confirm you understand this policy via phone at ###-###-#### in order for us to ship your order.

Best,

Rent the Runway”

The customer never responded to this email. The customer’s order was delivered on March **, 2014, and on that day, the customer submitted the return form and contacted Rent the Runway to say that the dresses

did not fit and would be returned within 24 hours. A customer service agent responded within two hours and explained that our fit policy allows the customer to receive merchandise credit, not a refund, which is stated in the

rental agreement.

The order was received back at the Rent the Runway fulfillment center on Wednesday, March **, 2014. On March **, 2014, the customer received a merchandise credit in the amount of $607.50.

On April **, 2014 the customer was contacted and notified that an exception was made. At this time, a customer service agent reached out to explain the rental policy and make an exception to remove the merchandise credits and refund the customer in the amount of $617.50 (adjusted amount for proper refund). The agent 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.

Review: I purchased a four day rental (dress) on 12/**/14. I received the rental dress on 1/**/14 and returned it to a [redacted] drop box on 12/**/14. The dress was received at RTR and the original order cleared my bank account for $65.20 on 12/**/14. I received a charge for $355.00 which cleared my bank account on 1/**/15 for the dress. When I access my account, it states that the dress was received at RTR. This is an unauthorized charge for a product that I do not possess.Desired Settlement: I want a full refund for the charge of $355.00.

Business

Response:

The customer placed an order with Rent the Runway on December [redacted] for the “On A Roll” Dress dress in two sizes, a pair of earrings and a necklace set, which totaled $65.20. The customer placed her rental to arrive on 12/**/14 with a return date of 12/**/14. Upon checkout, the customer agreed to Rent the Runway’s Terms and Services which fully explains the company’s late return policy.The customer returned the On A Roll Dress and the pair of earrings back to Rent the Runway on time, and was not charged any additional fee for these items. As of 2/**/2015, Rent the Runway has not received the necklace back. In accordance with Rent the Runway’s late fee policy, the customer was charged 200% of the retail value, which totals to $340.00 + tax, equaling a $355.00 charge. A member of the Collections Team at Rent the Runway informed the customer of these 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 1/**/15 a representative from the Collections Team emailed the customer informing her that Rent the Runway did not receive the necklace set back, and to check if she forgot to return the item. The email also stated that failure to respond to that notice by 1/**/2015 will result in the credit card on file being charged the applicable late fees due on your account up to the 200% retail value of that item. The Collections Team never received a response to that email.On 1/**/15 Rent the Runway charged the customer in the amount of $355.00 for a non-return of the necklace set associated with her rental. The Collections team gave the customer an extra week of grace period to respond to the email. The amount of $355.00 went on the customer’s credit card on file. At this point, the customer was charged 200% of the retail value of the necklace set plus tax. The customer emailed Rent the Runway on 1/**/15, stating that she did not know what the Collections Product charge was, and she requested a full refund. A customer service associate informed her to email the collections department because the charge was due to an item that was not returned in her rental. The Rent the Runway customer service associate did not receive a response to this email and the Collections team did not receive an email. The customer emailed Rent the Runway on 2/*/15, stating that she was charged for a dress that she returned to Rent the Runway, and that it was an unauthorized charge. A customer service associate responded to the email stating that the charge was for the non-return of the necklace set, and prompted her to email the Collections department to discuss the charge. The Rent the Runway customer service associate did not receive a response to this email and the Collections team did not receive an email.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. I never received any emails or phone calls regarding this situation, but my bank has refunded my money due to fraud regarding this company.

Sincerely,

Be aware of what you're getting into when you purchase a PRO membership. Not only does it automatically renew (which I find shady but sadly is common among subscriptions these days) but they also don't email you at all when they re-up the membership. I'd have expected a "your membership will automatically renew this month" or at the least a "your membership has automatically renewed and we have charged you". Not the case unfortunately -- I only noticed the renewal when I checked my CC statement.