Rue 21, Inc.

Complaint ID: [redacted]
On Saturday, August 2, 2014 at 8:21...

PM (Central
Time Zone) an order was at rue21.com. 
Our Customer Service Call Center is open Sunday through Saturday from
10:00AM-8PM Eastern Standard Time. This order was placed outside of our hours
of operation.  All rue21 policies and
procedures are listed on rue21.com under the heading “FAQ”. The policy
regarding our 30 minute cancellation period can be found by clicking the
following headings: FAQ>Online Ordering>Can I Cancel My Oder After I
Clicked Submit.  At rue21 we have a
flexible return policy which allows you to return merchandise purchased at
rue21.com either in store or by mail. The steps for completing a return by mail
can be found on the packing slips which will occupancy this order. The
estimated delivery date for this order is Thursday, August 7.

I can certainly issue a refund, once I have the new order number.  The order number provided is from the 1st order where the boots were cancelled.

According to the tracking information on the right hand side we selected 2day UPS air for delivery.

I received coupons from rue21 the front says $40 off any $100 purchase. Imagine my surprise when I went to the store spent $116 and was not allowed to use my coupon. I e-mailed them thinking that in good customer service they would fix the error. I was so wrong what I received was the first e-mail stating they have received various complaints about the same issue and they apologize. Well an apology doesn't give me back that $40 I didn't plan on spending because they had given me a coupon that I had met the requirements for. So I e-mailed them back with a picture of the coupon where it clearly says $40 off any $100 purchase. Keyword being ANY. What I received was a very sarcastic e-mail telling me to "feel free to refer to settings on the back of the coupon" which reads "Amount of deduction will be given at the point of sale pretax and net of discounts. Limit one coupon per customer. Coupon must be turned it at time of purchase. Not valid with any other coupons. No cash value. Excludes 40% off or more and buy one get one free items. Some price points lower than 40% off excluded.” with that being said everything I bought was full price except a pair of jeans that were buy one get one for $5 and you can't read the back of a coupon on an online coupon. I will never shop there again. I have never experienced such false advertisement and poor customer service in my life.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have...

determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did not receive three items on my order and was not reimbursed for those three purchases (made on October 10, 2016).
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted]
Regardless to what the shipping label says, it was not shipped 2nd day air. They only attach partial of the tracking label process, I don't understand why would you attach half of the tracking if you don't have anything to hide? I attach the whole tracking labels below because I have nothing to lie about.
This UPS 2nd Day Air order was made on a Friday 18, 2015 after hours and didn't ship till Sunday after midnight [redacted]  https://[redacted]  just click on shipment progress and you can see the shipping routesThis second UPS 2nd Day Air, which I am disputing, was made on Sunday 20, 2015  [redacted] https://[redacted]
 Now here is a ground shipment I made Tuesday 08, 2015 [redacted] https://[redacted] and as you can see the order I made on Sunday 20,2015 [redacted] is taking the same route
The main concern is, don't charge me for a service and you do not provide it.
Thanks [redacted]

refunded in full on December 12th

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.All I'm asking for is a refund of $17.00 for the second day air, which clearly shows it was sent standard ground or I'll just return the whole package to the local store for a full refund of $108.35
Thanks,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It is now, 10/13/15 and I have still yet to receive my refund for the original $100 that was taken out of my bank account on 8/22/15. The last conversation that I had with Katie was on 9/28/15 and she stated that the check was being processed and should be mailed that week, that was 15 days ago. I will agree to the gift card for $40 when they inform me when the refund check was sent.
Regards,
[redacted]

Good morning. 
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Rue 21 cancelled my order. They sent me email confirmation this morning. Thank you.

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. However In regards to their message, no one I spoke with ever stated that a card was requested to be shipped and obviously one never arrived. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Based on the response that I received from Rue21, it appears
that not only does this company have poor customer service on a retail store
level, but on the corporate level as well. At no time did the person who
responded to the complaint address the bad customer service that I experienced
in the store by the manager LaMeesha. I’m sure that it doesn’t matter to Rue21,
but I will never shop at any of their stores again, and I will make sure that I
let everyone that I know read how poorly this company responds to customer
service issues. Thank you again Revdex.com for your assistance with
my complaint against Rue21 and its tremendously poor customer service. 
Regards,
[redacted]

The Customer called our Call Center and the information was sent to our District Manager. The District Manager made several attempts to reach the Customer at the number she provided via email (
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Full refund has been issued for the Customer

Thank you for contacting rue21!  Our sign state the entre store is UP TO a % off.  which would indicate that the percentage received on an item would be 0-that % off.  It may be in the form of BOGO 50% (combines the 2 items would be 25% off each) to a straight up percentage...

off or any other combination.  We run sales like this several times a year in store and online. 
Thank you!

We would need to have the Gift Card numbers in order to review the past activity.  If there is still a preauth hold on the funds I can certainly remove it and provide proof its been removed and balances are restored.
 
Orders all pass through fraud and some...

are triggered for further review.  We use a 3rd party vendor to make those determinations to accept or deny orders.  Order that have been denied, customer must speak with a member of that Order Review Team for further details on how the determination was made.

according to our FAQ listed on our website, we are not responsible for lost or stolen packages with a delivery confirmation.  We advised the customer of our policy and we never heard anything back from her.

Thank you for contacting rue21 about your recent order.
We’re excited to announce that we...

recently changed our delivery process for rue21.com to make online ordering easier and faster! But we’re also sorry to say it’s caused some unexpected delays in shipping, as well as answering customer emails and phone calls. We know a lot of you are frustrated, as our standard processing time is 3-4 business days. Our distribution center has been working around the clock to get all orders processed and shipped as quickly as possible, so please know we are working hard to get back up and running. We should be back on track in the next few day. Thank you all for your patience. Soon, rue21.com will soon be stronger and faster than ever!
Thank you for being a part of the rue21 brand!
Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.MOST of the store WAS NOT on sale.  Does the Revdex.com accept 0% off as a sale or an amount "off?"  That's fraud in my mind.
Regards,
[redacted]

Good Morning,
I have attempted to reach out to this Customer on 3 different occasions.  Once on Friday October 21st and twice on Monday October 24th.  She has no VM set up and you are not able to leave a VoiceMail message for her.  I sent her an email with...

settlement records on Friday October 21st at 4:08pm EST.  A refund was issued on October 9th for $169.52.  If she is not seeing the refund she will need to file a dispute with her bank for not posting them. I have attached the settlement records for review. 
Thank you!