I had an extremely bad experience with Rent the Runway! One of the bracelets I rented had a loose clasp so I accidentally lost itI contacted Rent the Runway and was told that they were going to charge me 200% of the retail value of the bracelet! 200%! I think that is extremely unethical to charge customers 200% of retail value of an item especially all their items are not even new, they are all usedI would not recommend using this company
[redacted] [redacted] [redacted] RTR Response: Customer placed order # [redacted] to arrive on October ***, and return on October ***, Customer had placed the order for two dresses, and these were returned late or damaged by the previous renter so they were no longer available to send out for the ***Customer was contacted on October [redacted] to add in replacement options Customer selected five replacement options Order arrived on October [redacted] as scheduledCustomer contacted Collections Team on October [redacted] regarding the order not having a return scan Customer stated order was returned to a [redacted] dropbox on October *** An investigation was launched with [redacted] regarding the package since there was no scan and it could not be properly tracked An investigation takes up to business days to complete On November ***, 2016, there were still no updates on the package Customer was informed by [redacted] that the investigation was mishandled on their end, so a new investigation was launched Customer was never charged a late fee On November ***, Collections informed the customer that the customer would not be liable if the merchandise is not foundMerchandise never arrived back to RTR’s fulfillment center and customer was never charged late feesThis case has been closed via RTR Collections
I was so excited to rent a dress from rent the runway because they are so beautifulI rented one for a wedding and received it the day before the weddingI remember asking for sizes just in caseI got one size and it was way too small and I wasn't able to wear the dressThe next day I had some medical issues (private) and was not at home for a few daysI was not able to send the dress asap and was charged almost the full amount of the dress because it was lateI understand late policies but I was having medical issues and told them thatThey then said they would refund the $ no problemThen a week or so goes but I did not get any refundI emailed a customer service rep who said they can't give me a refund nowSo I reminded them I had some private medical issues and was not able to be home to send it and they asked for me to send my medical documentation (which I will not do because all of my information is private--hippa law)I'm just disappointed with this company now and do not feel I can rent anything else from them
I was an unlimited customer with Rent the Runway for nearly monthsA rented purse was stolen, which I had to pay forI emailed with their collections department and they provided me with a breakdown of chargesI spoke with them over the phone and authorized the chargeI was told I would receive a receipt but never didTwo months later, I requested a receipt to send to the State's Attorney's office prosecuting the case against the individual that stole the purseAt that time, I realized that I was charged more than I was toldIt showed as a late fee on the invoiceWhen I questioned this charge, I was told that I wasn't charged a late feeLuckily I still had the cost breakdown and indeed realized that it was higher than what I authorizedI was then told that they would refund my credit card approximately $for this chargeTwo weeks passed and I still did not receive a refundI called four times and was transferred around, told to call collections or that a manger would contact meNone of these things yielded a resolutionFinally, after insisting that I speak with a manger, I spoke with someone who said they would refund my cardI'm hoping it actually happens this timeHowever, I feel that these charges were fraudulent and more than just a mistake or oversightI would NEVER do business with this company again and warn others to think twice before doing so as well
I wish I had known what a bad business this was before I became a monthly subscriberUnlimited members are show an array of options to chose from, most of which are quickly not available to subscription membersFurther, processing time for subscription members is painfully slowI've also had significant errors with my order, of which included a dress without a topCustomer service is unhelpful
Revdex.com: 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 resolvedThank you for all of your helpIt was not until I contacted the Revdex.com that a [redacted] contacted me and resolved my issue! Sincerely, [redacted]
Revdex.com: 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 resolvedI never received any emails or phone calls regarding this situation, but my bank has refunded my money due to fraud regarding this company Sincerely, [redacted]
Customer placed her order on February *** She purchased a dress and free backup size, a necklace, bracelets and our PRO membership Our PRO membership costs $and includes all shipping and insurance costs for one yearOur standard shipping cost is $and insurance costs $for each accessory and $for each dress in the orderSince the customer purchased our PRO membership, she was not charged any additional shipping or insurance chargesCustomer was charged $ The customer’s order was delivered on the date requested, and was returned on time on Per our return policy, we ask that customers contact us within hours of receiving their order if there is an issue and returning it unworn within those hours We received an email from the customer on February ***, stating: “I wrote a review for the dress I rented and it was rejectedI didn’t like the dress but was very clear and constructive as to whyCan you please tell me why the review was rejected?” The agent who responded to the customer stated that she would look into the customer’s reviewThe review was never posted to the site To avoid any SPAM or slanderous posts, our company has the ability to select which reviews can go up on our siteThis customer’s review was not approved because it was not thought of as helpful to other customers On 82014, a manager reached out to the customer and refunded her for the cost of the dress rental and her PRO membershipFurthermore, the review was approved and is visible on the Rent the Runway site As the customer stated, she used the jewelry in her order and thus will only have to pay the cost of the jewelry, insurance, shipping and taxThe customer is responsible standard shipping, which is $9.95, since she cancelled her PRO membership The total cost of her order is $32.59, and her refund is a total of $ The refund was processed on and may take 3-business days to appear on the customer’s bank statement
On February **, 2014, the customer placed order # [redacted] with Rent the RunwayUpon checkout, the customer agreed to our fit policy which is stated in our rental agreementBelow is an excerpt from Rent the Runway’s rental agreement regarding garments that do not fit: /> “Return of Unworn Products Due to SizeIf Your Product does not fit You, then You may return the Product to us within 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 policyThe 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 fitIf any of the dresses in your order fit, we consider this a successful rentalWe do not issue partial credits or credits for jewelryWe 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 emailThe 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 hoursA 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 **, On March **, 2014, the customer received a merchandise credit in the amount of $ On April **, the customer was contacted and notified that an exception was madeAt 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 $(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-business days
A manager reached out and reimbursed the customer in the amount of $on 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 rentedPer 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 memberSince 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 for both the insurance and shipping, plus tax, in the amount of $ This refund will take 3-business days to show up on the customer's bank statement The customer was refunded $in total
On December [redacted] - Jan [redacted] the customer placed a day classic rentalThe customer returned the order to a [redacted] facility on time and the order was never received back to the RTR distribution centerThe customer was charged 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 the customer placed an order with Rent The Runway in the amount of $for a classic rental from December [redacted] - January [redacted] The customer dropped the package off at a [redacted] drop box location on January [redacted] 2016, Rent The Runway never received the packageOn the customer was charged a $late fee in which is stated in our agreement if we do not receive an item back within the documented time lineThe customer was charged this fee daily from January 6th - January [redacted] equally a total of $in late fee chargesThe customer contacted Rent The Runway Customer Service on January **, AT 11:AM to dispute these chargesThe 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 locationOn January [redacted] 2016, the customer was refunded $back to the customers [redacted] Card, the transaction between 5-business daysThis case has been confirmed as closed and all resolutions have been negotiatedPlease refer to our Terms and Conditions policies below:RETURN OF THE PRODUCTS; EXTENSIONSYou agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your orderYou may extend your order for a Product on the Site, App or by phone to RTR; provided that any extensions are subject to other orders for that Product and to pre-payment of the additional Rental Fee applicable to that Product for the period of time of the extensionYou must return the Product by delivering the Product in the Return Packaging to a [redacted] store located in the United States by p.mon or before the date that the Product is due.LATE FEESIf you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee)The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is lateIf you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax
Revdex.com: 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 resolvedThey have processed a full refund, as stated 10/ [redacted] at approximately 4:50PM while on the phone with Kelly Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] />
The customer, [redacted] , attempted to place an orderwith Rent the Runway on November [redacted] and*** On November**, 2014, the customerattempted to place an order seven timesSix of the seven attempts were in theamount of $One attempt was for $These orders were notsuccessfully processed because the customer’s credit card was declined duringcheckoutIn this particular instance, we reviewed the failed transactionsthrough Rent the Runway’s billing system, [redacted] and saw that each ofthese charges were declined due to the following reason:“Declined (Authorization with the card issuer wassuccessful but the transaction was declined due to an address or ZIP codemismatch with the address on file with the card issuing bank based on thesettings in the Merchant Interface.)”To summarize, the card was declined because the billing zipcode entered at checkout did not match the information that is associated withwhat that customer’s credit card company has on fileWhen a card is declinedat checkout, Rent the Runway immediately rejects the funds.What the customer is viewing on her statement is the customer’scredit card company holding the funds as pending transactionsThe credit cardcompany typically holds these funds for 3-business daysOnce the credit cardcompany recognizes that the transactions have been declined, the credit cardcompany releases the funds back onto the customer’s credit card Since Rent the Runway does not have any ofthe funds, we are unable to release the funds to the customer.The customer emailed Rent the Runway on November**, tonotify a customer service representative of these billing issues The representative let the customer know thather credit card was declined because her billing address did not match the cardon fileAfter some correspondence regarding the issue mentioned above, amanager at Rent the Runway sent the customer a screen shot of the declinedcharges.As of December*, 2014, Rent the Runway does not have any ofthe customer’s fundsAll eight charges were declined and the funds have eitherbeen released or need to be released by the customer’s bankOn December**, a Manager at Rent the Runway reachedout to the customer to see if all of the funds had been restored to thecustomer’s bank account
AWFUL experience with this company!! BEWAREI rented a dress and then ended up being dreadfully sick with the fluI never wore it and it stayed in the mailroom of my employer (where I had it delivered)I got back to work and returned it and it cost me almost $No grace no discountNothingNEVER AGAIN and I will tell everyone I know to STAY AWAY!!!!!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The customer representative for my claim did not respond to my requests to contact [redacted] when they contacted me with questions for the shipper (RTR)This delayed the investigation resulting in a new investigation which I was told would be concluded over this past weekendRTR continues to say they have no additional information despite promises the invesepuld be completeI still have no answerI do not have these dresses and I cannot afford the retail value for themI need a conclusion from RTR it has been over a month now In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
The customer first joined Rent the Runway’s subscription service called “Unlimited” on July **, This subscription service allows a customer to be in possession of three Rent the Runway accessories at a time for a monthly charge of $plus taxThe “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 timeCustomers 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” membershipFull details of the correspondence can be reviewed belowThe 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 immediatelyThis representative no longer works at Rent the RunwayThe customer was refunded for the disputed amount of $and has spoken with two different [redacted] s at Rent the RunwayThe 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 in the amount of $($plus tax)She received her first Unlimited order on 72014.The customer emailed Rent the Runway on stating that she had she had returned some items back on 814.The customer emailed Rent the Runway on 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 814.The customer was charged for her second month of membership on in the amount of $($plus tax).On 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 914.The customer received her third Unlimited order on 914.On the customer was charged for her third month of Unlimited in the amount of $81.00, of this $81.00, $was charge to the customer’s credit card and the additional $was redeemed from the store credits that the customer had previously earnedOn the customer emailed Rent the Runway stating that she wanted to cancel her Unlimited membershipA customer service representative from Rent the Runway responded that the customer’s membership had been cancelledAccording to the membership policy, the customer would need to cancel his or her membership prior to being chargeTherefore, in this case the customer would still be charged for the third month of membership.The customer emailed on ***/14.On the customer enrolled in the Unlimited program againThe price had decreased, and the customer was charged $for the membership.On the customer was refunded in the amount of $because she had not received any items for her first month of membership.On 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 $worth of store credits because she had not received any items on A customer service representative from Rent the Runway responded that the customer’s inquiry on would be forwarded to a [redacted] .On the customer was charged in the amount of $for another month of her Unlimited membership.On the customer emailed Rent the Runway that she had now been charged for another month of her Unlimited membership, without receiving any itemsA customer service representative from Rent the Runway responded saying that the issue was forwarded to a [redacted] .On 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 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 the customer was charged in the amount of $for another month of her Unlimited membership.On 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 the customer was refunded for month of her Unlimited membership in the amount of $52.92.On Rent the Runway received out the customer about a technical error on the company’s endThe 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 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 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 to apologize and confirm that the customer was satisfied with the amount of reimbursement that she had receivedThe customer was happy to speak with a [redacted] and was satisfied by the amount of reimbursement, which totals to months of membership
In case [redacted] , the customer writes that she paid a $fee to visit our Flatiron showroomWhen trying to contact the Flatiron staff to reschedule her appointment, she was unable to reach anyone that could help address her concernsShe assumes that by not showing up she will lose her $25, and expresses additional frustration that she is unable to reach anyone to discuss.Though the customer states that our NYC location “requires you to pay a $fee for entering the store to try on clothes,” this is actually not a standardized feeThe $fee only applies to appointments for one-on-one styling sessions, due to the additional expense of pulling dresses from our warehouse specifically for these appointmentsFor customers who wish to come unannounced and browse through selections that we have on rack, we are able to accommodate walk-ins at no chargeAdditionally, our staff at the Showroom is not always immediately accessible by phone if they are assisting customers in-store, but we do have a general help line where our Customer Service team can address all general or Showroom-related concerns.Typically, no-show appointments at our Showroom are nonrefundable, but we are always willing to offer reimbursement for the $fee if there has been any lack of communication or inconsistency on our endTo this point, a representative from our Customer Service team will be reaching out to this customer personally to address any further concerns and to ensure she has been properly reimbursed for any inconvenience with her Showroom experience
I had an extremely bad experience with Rent the Runway! One of the bracelets I rented had a loose clasp so I accidentally lost itI contacted Rent the Runway and was told that they were going to charge me 200% of the retail value of the bracelet! 200%! I think that is extremely unethical to charge customers 200% of retail value of an item especially all their items are not even new, they are all usedI would not recommend using this company
[redacted] [redacted] [redacted] RTR Response: Customer placed order # [redacted] to arrive on October ***, and return on October ***, Customer had placed the order for two dresses, and these were returned late or damaged by the previous renter so they were no longer available to send out for the ***Customer was contacted on October [redacted] to add in replacement options Customer selected five replacement options Order arrived on October [redacted] as scheduledCustomer contacted Collections Team on October [redacted] regarding the order not having a return scan Customer stated order was returned to a [redacted] dropbox on October *** An investigation was launched with [redacted] regarding the package since there was no scan and it could not be properly tracked An investigation takes up to business days to complete On November ***, 2016, there were still no updates on the package Customer was informed by [redacted] that the investigation was mishandled on their end, so a new investigation was launched Customer was never charged a late fee On November ***, Collections informed the customer that the customer would not be liable if the merchandise is not foundMerchandise never arrived back to RTR’s fulfillment center and customer was never charged late feesThis case has been closed via RTR Collections
I was so excited to rent a dress from rent the runway because they are so beautifulI rented one for a wedding and received it the day before the weddingI remember asking for sizes just in caseI got one size and it was way too small and I wasn't able to wear the dressThe next day I had some medical issues (private) and was not at home for a few daysI was not able to send the dress asap and was charged almost the full amount of the dress because it was lateI understand late policies but I was having medical issues and told them thatThey then said they would refund the $ no problemThen a week or so goes but I did not get any refundI emailed a customer service rep who said they can't give me a refund nowSo I reminded them I had some private medical issues and was not able to be home to send it and they asked for me to send my medical documentation (which I will not do because all of my information is private--hippa law)I'm just disappointed with this company now and do not feel I can rent anything else from them
I was an unlimited customer with Rent the Runway for nearly monthsA rented purse was stolen, which I had to pay forI emailed with their collections department and they provided me with a breakdown of chargesI spoke with them over the phone and authorized the chargeI was told I would receive a receipt but never didTwo months later, I requested a receipt to send to the State's Attorney's office prosecuting the case against the individual that stole the purseAt that time, I realized that I was charged more than I was toldIt showed as a late fee on the invoiceWhen I questioned this charge, I was told that I wasn't charged a late feeLuckily I still had the cost breakdown and indeed realized that it was higher than what I authorizedI was then told that they would refund my credit card approximately $for this chargeTwo weeks passed and I still did not receive a refundI called four times and was transferred around, told to call collections or that a manger would contact meNone of these things yielded a resolutionFinally, after insisting that I speak with a manger, I spoke with someone who said they would refund my cardI'm hoping it actually happens this timeHowever, I feel that these charges were fraudulent and more than just a mistake or oversightI would NEVER do business with this company again and warn others to think twice before doing so as well
I wish I had known what a bad business this was before I became a monthly subscriberUnlimited members are show an array of options to chose from, most of which are quickly not available to subscription membersFurther, processing time for subscription members is painfully slowI've also had significant errors with my order, of which included a dress without a topCustomer service is unhelpful
Revdex.com: 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 resolvedThank you for all of your helpIt was not until I contacted the Revdex.com that a [redacted] contacted me and resolved my issue! Sincerely, [redacted]
Revdex.com: 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 resolvedI never received any emails or phone calls regarding this situation, but my bank has refunded my money due to fraud regarding this company Sincerely, [redacted]
Customer placed her order on February *** She purchased a dress and free backup size, a necklace, bracelets and our PRO membership Our PRO membership costs $and includes all shipping and insurance costs for one yearOur standard shipping cost is $and insurance costs $for each accessory and $for each dress in the orderSince the customer purchased our PRO membership, she was not charged any additional shipping or insurance chargesCustomer was charged $ The customer’s order was delivered on the date requested, and was returned on time on Per our return policy, we ask that customers contact us within hours of receiving their order if there is an issue and returning it unworn within those hours We received an email from the customer on February ***, stating: “I wrote a review for the dress I rented and it was rejectedI didn’t like the dress but was very clear and constructive as to whyCan you please tell me why the review was rejected?” The agent who responded to the customer stated that she would look into the customer’s reviewThe review was never posted to the site To avoid any SPAM or slanderous posts, our company has the ability to select which reviews can go up on our siteThis customer’s review was not approved because it was not thought of as helpful to other customers On 82014, a manager reached out to the customer and refunded her for the cost of the dress rental and her PRO membershipFurthermore, the review was approved and is visible on the Rent the Runway site As the customer stated, she used the jewelry in her order and thus will only have to pay the cost of the jewelry, insurance, shipping and taxThe customer is responsible standard shipping, which is $9.95, since she cancelled her PRO membership The total cost of her order is $32.59, and her refund is a total of $ The refund was processed on and may take 3-business days to appear on the customer’s bank statement
On February **, 2014, the customer placed order # [redacted] with Rent the RunwayUpon checkout, the customer agreed to our fit policy which is stated in our rental agreementBelow is an excerpt from Rent the Runway’s rental agreement regarding garments that do not fit: /> “Return of Unworn Products Due to SizeIf Your Product does not fit You, then You may return the Product to us within 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 policyThe 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 fitIf any of the dresses in your order fit, we consider this a successful rentalWe do not issue partial credits or credits for jewelryWe 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 emailThe 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 hoursA 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 **, On March **, 2014, the customer received a merchandise credit in the amount of $ On April **, the customer was contacted and notified that an exception was madeAt 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 $(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-business days
A manager reached out and reimbursed the customer in the amount of $on 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 rentedPer 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 memberSince 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 for both the insurance and shipping, plus tax, in the amount of $ This refund will take 3-business days to show up on the customer's bank statement The customer was refunded $in total
On December [redacted] - Jan [redacted] the customer placed a day classic rentalThe customer returned the order to a [redacted] facility on time and the order was never received back to the RTR distribution centerThe customer was charged 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 the customer placed an order with Rent The Runway in the amount of $for a classic rental from December [redacted] - January [redacted] The customer dropped the package off at a [redacted] drop box location on January [redacted] 2016, Rent The Runway never received the packageOn the customer was charged a $late fee in which is stated in our agreement if we do not receive an item back within the documented time lineThe customer was charged this fee daily from January 6th - January [redacted] equally a total of $in late fee chargesThe customer contacted Rent The Runway Customer Service on January **, AT 11:AM to dispute these chargesThe 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 locationOn January [redacted] 2016, the customer was refunded $back to the customers [redacted] Card, the transaction between 5-business daysThis case has been confirmed as closed and all resolutions have been negotiatedPlease refer to our Terms and Conditions policies below:RETURN OF THE PRODUCTS; EXTENSIONSYou agree to return the Products to RTR in the Return Packaging on or before the return date for the Products that are identified in the online invoice for your orderYou may extend your order for a Product on the Site, App or by phone to RTR; provided that any extensions are subject to other orders for that Product and to pre-payment of the additional Rental Fee applicable to that Product for the period of time of the extensionYou must return the Product by delivering the Product in the Return Packaging to a [redacted] store located in the United States by p.mon or before the date that the Product is due.LATE FEESIf you return the Products late or not at all, a late fee of fifty dollars ($50.00) will be charged to the payment card you used to pay the Rental Fee or to any other payment card included in your account information that you have provided to RTR for every day that you are late returning the Products, and you agree to pay such late fees, up to an amount not to exceed 200% of the Retail Value plus applicable sales tax (plus the Rental Fee)The late fee is payable for each order of Products that is not returned when due, not for each Product that is the subject of the order that is lateIf you have not returned a Product within twenty (20) days after the return date for the Product, your late return will be considered a non-return and RTR will charge your payment card the maximum late fee set forth in this Section 2(B), less any late fees that you have already paid, plus applicable sales tax
Revdex.com: 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 resolvedThey have processed a full refund, as stated 10/ [redacted] at approximately 4:50PM while on the phone with Kelly Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] />
The customer, [redacted] , attempted to place an orderwith Rent the Runway on November [redacted] and*** On November**, 2014, the customerattempted to place an order seven timesSix of the seven attempts were in theamount of $One attempt was for $These orders were notsuccessfully processed because the customer’s credit card was declined duringcheckoutIn this particular instance, we reviewed the failed transactionsthrough Rent the Runway’s billing system, [redacted] and saw that each ofthese charges were declined due to the following reason:“Declined (Authorization with the card issuer wassuccessful but the transaction was declined due to an address or ZIP codemismatch with the address on file with the card issuing bank based on thesettings in the Merchant Interface.)”To summarize, the card was declined because the billing zipcode entered at checkout did not match the information that is associated withwhat that customer’s credit card company has on fileWhen a card is declinedat checkout, Rent the Runway immediately rejects the funds.What the customer is viewing on her statement is the customer’scredit card company holding the funds as pending transactionsThe credit cardcompany typically holds these funds for 3-business daysOnce the credit cardcompany recognizes that the transactions have been declined, the credit cardcompany releases the funds back onto the customer’s credit card Since Rent the Runway does not have any ofthe funds, we are unable to release the funds to the customer.The customer emailed Rent the Runway on November**, tonotify a customer service representative of these billing issues The representative let the customer know thather credit card was declined because her billing address did not match the cardon fileAfter some correspondence regarding the issue mentioned above, amanager at Rent the Runway sent the customer a screen shot of the declinedcharges.As of December*, 2014, Rent the Runway does not have any ofthe customer’s fundsAll eight charges were declined and the funds have eitherbeen released or need to be released by the customer’s bankOn December**, a Manager at Rent the Runway reachedout to the customer to see if all of the funds had been restored to thecustomer’s bank account
AWFUL experience with this company!! BEWAREI rented a dress and then ended up being dreadfully sick with the fluI never wore it and it stayed in the mailroom of my employer (where I had it delivered)I got back to work and returned it and it cost me almost $No grace no discountNothingNEVER AGAIN and I will tell everyone I know to STAY AWAY!!!!!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The customer representative for my claim did not respond to my requests to contact [redacted] when they contacted me with questions for the shipper (RTR)This delayed the investigation resulting in a new investigation which I was told would be concluded over this past weekendRTR continues to say they have no additional information despite promises the invesepuld be completeI still have no answerI do not have these dresses and I cannot afford the retail value for themI need a conclusion from RTR it has been over a month now In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
The customer first joined Rent the Runway’s subscription service called “Unlimited” on July **, This subscription service allows a customer to be in possession of three Rent the Runway accessories at a time for a monthly charge of $plus taxThe “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 timeCustomers 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” membershipFull details of the correspondence can be reviewed belowThe 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 immediatelyThis representative no longer works at Rent the RunwayThe customer was refunded for the disputed amount of $and has spoken with two different [redacted] s at Rent the RunwayThe 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 in the amount of $($plus tax)She received her first Unlimited order on 72014.The customer emailed Rent the Runway on stating that she had she had returned some items back on 814.The customer emailed Rent the Runway on 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 814.The customer was charged for her second month of membership on in the amount of $($plus tax).On 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 914.The customer received her third Unlimited order on 914.On the customer was charged for her third month of Unlimited in the amount of $81.00, of this $81.00, $was charge to the customer’s credit card and the additional $was redeemed from the store credits that the customer had previously earnedOn the customer emailed Rent the Runway stating that she wanted to cancel her Unlimited membershipA customer service representative from Rent the Runway responded that the customer’s membership had been cancelledAccording to the membership policy, the customer would need to cancel his or her membership prior to being chargeTherefore, in this case the customer would still be charged for the third month of membership.The customer emailed on ***/14.On the customer enrolled in the Unlimited program againThe price had decreased, and the customer was charged $for the membership.On the customer was refunded in the amount of $because she had not received any items for her first month of membership.On 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 $worth of store credits because she had not received any items on A customer service representative from Rent the Runway responded that the customer’s inquiry on would be forwarded to a [redacted] .On the customer was charged in the amount of $for another month of her Unlimited membership.On the customer emailed Rent the Runway that she had now been charged for another month of her Unlimited membership, without receiving any itemsA customer service representative from Rent the Runway responded saying that the issue was forwarded to a [redacted] .On 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 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 the customer was charged in the amount of $for another month of her Unlimited membership.On 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 the customer was refunded for month of her Unlimited membership in the amount of $52.92.On Rent the Runway received out the customer about a technical error on the company’s endThe 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 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 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 to apologize and confirm that the customer was satisfied with the amount of reimbursement that she had receivedThe customer was happy to speak with a [redacted] and was satisfied by the amount of reimbursement, which totals to months of membership
In case [redacted] , the customer writes that she paid a $fee to visit our Flatiron showroomWhen trying to contact the Flatiron staff to reschedule her appointment, she was unable to reach anyone that could help address her concernsShe assumes that by not showing up she will lose her $25, and expresses additional frustration that she is unable to reach anyone to discuss.Though the customer states that our NYC location “requires you to pay a $fee for entering the store to try on clothes,” this is actually not a standardized feeThe $fee only applies to appointments for one-on-one styling sessions, due to the additional expense of pulling dresses from our warehouse specifically for these appointmentsFor customers who wish to come unannounced and browse through selections that we have on rack, we are able to accommodate walk-ins at no chargeAdditionally, our staff at the Showroom is not always immediately accessible by phone if they are assisting customers in-store, but we do have a general help line where our Customer Service team can address all general or Showroom-related concerns.Typically, no-show appointments at our Showroom are nonrefundable, but we are always willing to offer reimbursement for the $fee if there has been any lack of communication or inconsistency on our endTo this point, a representative from our Customer Service team will be reaching out to this customer personally to address any further concerns and to ensure she has been properly reimbursed for any inconvenience with her Showroom experience