Rue 21, Inc.

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]

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 1-2 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!  
 
Unfortunately, we are unable to change the shipping method chosen.  Once the order is shipped we can certainly waive any shipping fees.
 
Thank you for being a part of the rue21 brand!
Customer Service

In accordance with the FAQs on our website..... What should I do if my shipment is lost/stolen?
rue21 is not responsible for lost or stolen packages when a delivery notice has been received from the carrier. In the event that your...

package was not received and no delivery notice has been sent, please contact Customer Service at ###-###-#### or email Customer Service for further assistance. Any returned packages due to undeliverable addresses will be treated as cancellations and the merchandise cost will be refunded to the account on the order. With any gift card return or refund, a new gift card will be mailed to you.
 
We will make a 1 time exception and issue you a refund.  Please note, We will process your return for the order not received. However, for all future orders, you will need to ship to a more secure address as we are not responsible for lost/stolen packages.

The customer paid $6.87 for 3 bottles and $6.88 for the 4th bottle.  The $10 coupon he is referring to was spread across all 5 items he purchased not just the 4 fragrances.  the Customer paid $27.49 for 4 bottles and $36.67 for the coat equaling his final total of $64.16.  It...

appears that is refund is off just $0.25.  If the customer would like to come back to the store for the quarter adjustment. I will notify the store.  I need to know the date the Customer will be returning.  Order confirmation is attached to show pricing the customer actually paid with discounts applied

Our website has been updated to reflect a 3-4 day processing time and our social media pages have posted several times about the delay in shipping. 
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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 1-2 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 find that this resolution is satisfactory to me. 
Regards,
[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. 
Regards,
[redacted]

I had an order using a $30.00 gift card I just received for Christmas that I cancelled right after I placed it and I still have not got the money back on my gift card. $17.03 is what needs to be back on the card. I have $12.97 on the card right now. Desired Settlement: $17.03 to be put back on my gift card 6006491650813212015

Review: I had purchased a gift card for my sisters birthday online for $30.00. After I purchase the gift card I got an email saying that it didn't go through and that I would be refunded the money I called and asked about the situation and they told me that I would either be getting a refund or for the gift card to be honored within a week.every time I call them they tell me I have to call a different department and transferring to them and I keep going around in a circle without any resolution to the issue it has been over a month now and I still have yet to see a refund or a gift card issue for my sisters birthdayDesired Settlement: I would like to receive the gift card or my money back

Review: I was charged $99.77 for order [redacted] placed on 04/15/16 and $100.87 for order [redacted] placed on 04/14/16. Both orders have shown as "processing" on the Rue21 website for over two weeks. I have contacted customer service over five times and no one will address this issue. The orders have been charged to my gift card and have not been shipped to me or cancelled. I am owed a refund of $99.77 for order [redacted] and a refund of $100.87 for order [redacted].Desired Settlement: If the orders are not going to be fullfilled I would like to be refunded the amount I was charged. Rue21 owes me $99.77 for order [redacted] and $100.87 for order [redacted].

Review: I placed an order online on September 16, 2016. My order arrived three weeks later incomplete. I need to cancel the rest of my order.

My oder number is [redacted]. I ordered online on September 16,2016. After a week of no change in status,I contacted customer service to find out the they were moving their distribution center. We were not informed of this. There was no warning on the website or no email or text sent out letting me know anything was wrong. I filed a complaint with the company and they offered me 15% off. So I was happy until now. My order was finally received on October 4, 2016. I'm still missing a pair of jeans and a shirt. After calling custimer service numerous times, they offered me 15% off and when asked when I would receive it, I was told when they charge me for the remainder of my order. It's October 13, 2016. I've been dealing with this for almost a month. I reached out to them on Facebook to ask if they could just cancel the last two items. I was told no, the items are STILL out of stock and I have to wait. Why? This is my money and their mistake. A month later and I'm still dealing with this horrible nightmare that this company called business? We as customers should have been granted the option to cancel our order. Especially when the company fails to notify it's customers of the delay. This was horrible business and this company needs to fix it.Desired Settlement: I want a refund of the last two items plus my 15% that was promised to me. This company had to do something for the customers and a good company would take the loss to keep the business.

Consumer

Response:

Good morning.

Review: On August 21st, 2015 I placed an order online for a gift card for my niece who lives in FL. On August 25th I got an email stating that the gift card had shipped. On September 7th I called customer service to inquire where the gift card was because my niece had not received it. Then on September 9th I received an email from Katie stating that she could not track the gift card because I had shipped it USPS, but that she could devalue the Gift Card and reissue one to be picked up in a store or emailed. On September 11th I called to speak to Katie and nobody at customer service could get me to Katie, so I left a message for someone to call me on Monday September 14th. I received no call, then for the remainder of the week I called and left 7 messages for Katie to call me, never received a call. Then I called again on September 21st to speak to anybody about getting a refund and I was told that they would have to send the request to upper management. I asked to be called with an update and how long it was going to take to get a refund, again I received no call. Katie then emailed me and stated that she would be able to issue a refund and that she needed my full legal name and mailing address. So I responded and asked her to reply and let me know how long this was going to take, because in the meantime, I have gone out and paid another $100, for a Visa gift card and sent it to my niece. She never responded, I called today September 28th and finally got Katie and she said she put the request in and they issue checks twice a week and that she would probably get it some time this week and that she would put it in the mail.Desired Settlement: I would like my refund for the $100, plus I would like at least 1/2 of the other gift card as for this has taken over 38 days to resolve and a lot of time that I do not have to keep following up with this.

Business

Response:

Good Morning![redacted] called and requested tracking information for a Gift Card she mailed to her niece. I advised her that she had shipped it USPS and tracking information was not available. I advised her to let me know if she would like it devalued and issued in a store. She never emailed me back. In the meantime she called our third party Gift Card Company and had it devalued and remailed. She called our call center several times and I would call back and leave messages. [redacted] would not respond to my emails or call me back directly, she would only communicate through the call center. By going through the call center, they would email me and I would have to reach out for additional information, slowing the process down. Once [redacted] responded to me with a valid mailing address we submitted a check request for a full refund. She will be receiving that in the mail and no additional compensation.Thank you!rue21 Katie R[redacted] Customer Service Specialits

Consumer

Response:

Review: I made an order on 12/20/2015 Order Number: [redacted] and choose UPS 2nd Day Air shipping in the in the amount of $17.00 I contacted UPS and look up the tracking number [redacted] up and they said, look like someone sent it on the ground truck by looking at the different states Departure/Arrival Scan.

I've tried & tried to contact route 21 to resolve the issue but no answer. My reason for choosing UPS 2nd Day Air, it a christmas gift and I was leaving to go out of state on the 23rd after the package was delivered. But since someone shipped it ground which will be a total of 4 days my trip is going to be delayed now.Desired Settlement: Have it delivered to me by the 23rd or refund me the $17.00 I paid for the UPS 2nd Day Air shipping.

Business

Response:

This package is shipped in UPS 2nd Day Air according to the tracking information on UPS. Our website states that we ship Monday thru Friday. The Customer placed his order on Sunday and the package shipped on Monday December 21st.

Consumer

Response:

Review: I had two gift cards from rue 21 with the value of 50 dollars on each of the cards with 30 cash cards I was unable to use them.

I tried placing an order using the gift cards that my husband purchased from the [redacted] location. I placed my order in December and received a cancellation on my order I was told to contact their fraud department so I did. They told me that they cancelled my order because of my last name. Everything matched from other orders that I have made in the past. Email, telephone number, and address all matched. They customer service employee could not understand why the order was cancelled. So I tried replacing the order but now the money on the gift cards were on hold. I was told to wait 24 hours and try to replace the order. So the next day the funds were still not returned and two of my items that I ordered were now unavailable. So I spoke to a supervisor and she could understand why it was cancelled. I later received an email saying that my funds were returned so I called again to place my order this time three of the items that I ordered out of the six were unavailable. I placed my order however my total was 64 dollars and my gift cards that had 50 dollars each could not could not cover my balance. At this point I have idea where the rest of money went and neither does any of the employees. It is now the 10th of January and I am not sure if I really getting my order or if I am getting back the remainder balance of my gift cards.Desired Settlement: Please try to find my order and try to have my original order fulfilled and have RUE 21 return the remaining balance for my gift cards.

Business

Response:

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.

Review: My daughter purchased a pair of pants on April 19. The order # is [redacted]. She followed all washing instructions and they shrunk anyway. She took them to a store and they told her since she ordered them online that they couldn't do an exchange for her. She immediately emailed customer service and got no response. She then called and was put on hold for more than an hour before hanging up. She emailed again the following week, and has sent 2 more followup emails though the website. None were ever returned. She finally called again today and after a more than an hour wait, spoke to a customer service representative who gave no reason for the lack of response from previous emails, but told her that the time had expired for her to do anything about it and when I asked to speak to a supervisor, I was hung up on. Ideally she would like the pants replaced. If not, I would like a full refund including shipping costs.Desired Settlement: Ideally she would like the pants replaced. If not, I would like a full refund including shipping costs.

Business

Response:

I spoke with Bridget on the phone and we worked out arrangements for her to return the pants. All was resolved with the Customer.

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.

Review: Hello. I have copied the email I have sent to Rue21.com 4 times, now, but they will not respond even though they keep sending an email confirmation stating they will contact me in one business day.

Hello. I placed an order #[redacted]. However, a duplicate order #[redacted] was charged and shipped to me, as well. I contacted your customer service about this issue and they sent me a prepaid return label to send back the duplicate order. I decided to return the items to your Mooresville, NC store because the jacket in my order did not fit. I took both jackets and 4 Black men's cologne bottles back today. Each of the two orders cost $64.16 for a total charged to my credit card of $128.32. Today, I, only, received a refund of $100.28 leaving a balance of $27.74 for the 4 bottles of Black men's cologne I, actually, ended up keeping from both my order and the duplicate order. The cologne was on sale buy one get one 50% off. I used a promo code offer of $10.00 off $20.00. If the 4 bottles were 9.99 + 4.99 + 9.99 + 4.99 = $29.96 - $10.00 (promo code offer) = $19.96 + 1.40 (tax) = $21.36. I am, still, owed $6.38 ($27.74 - $21.36). Will you, please, see that this amount is credited back to my VISA ending in [redacted]? If it helps, the bar code at the bottom of the receipt for my refund today for $100.58 is [redacted] (pictured below). I believe I explain this in enough detail for you to understand why I am asking for the $6.38 on top of the $100.58. However, if you need to speak with me, my phone number is: ###-###-####.

Thank you, for your time and help. Have a great day The Lord has made for you!!

Sincerely,

[redacted]Desired Settlement: I would like to have a refund of $6.38 and have all the time I wasted trying to contact Rue21 while they kept refusing to respond to my request. This was my first and last purchase at Rue21.com. I shouldn't have to file a Revdex.com complaint to get a company to respond to me. However, that is, usually, the way it goes. A company gets your money and, then, you never hear from them when there is a problem. It is bad enough they kept $67+ tied up on my credit card by sending me duplicate orders. After all the time I have spent trying to get this corrected, I feel like I should be considered a Rue21.com employee because I am doing some Rue21.com employees job for them. Rue21 does not seem like an honest business that cares about it's customers.

Business

Response:

The customer paid $6.87 for 3 bottles and $6.88 for the 4th bottle. The $10 coupon he is referring to was spread across all 5 items he purchased not just the 4 fragrances. the Customer paid $27.49 for 4 bottles and $36.67 for the coat equaling his final total of $64.16. It appears that is refund is off just $0.25. If the customer would like to come back to the store for the quarter adjustment. I will notify the store. I need to know the date the Customer will be returning. Order confirmation is attached to show pricing the customer actually paid with discounts applied

Consumer

Response:

Review: Rue 21 routinely runs advertisements all over their website, social media, and signs outside their stores stating "ENTIRE STORE 50% OFF" or other amazing deals. The truth is, it is never the ENTIRE store, usually only small portions of it, selected merchandise, or other stipulations. That is not ENTIRE and yet they still continue to advertise it as such.Desired Settlement: I demand that Rue 21 cease running "ENTIRE STORE" advertisements unless they actually MEAN entire store, or face a fine for every false advertisement.They should also find out how many people have been duped by these false promises and give out gift cards or other compensation.

Business

Response:

Revdex.com Response:

During our Entire Store Events, merchandise is

priced at reductions “Up to 50% Off”. We

do our absolute best to communicate clearly in our marketing. Thank you for this feedback.

Review: I have continued to receive poor customer service with the customer service department for online ordering. I have been having an issue with a merchandise card and I've sent 3 emails, only one email got a response and all they did was tell me what the balance of my card was, and that was never my issue. I needed to know why the online payment field would not take my merchandise card and the only response I got was what the merchant card balance was.Desired Settlement: I just want corporate to know what poor service I have been receiving. I just want them to know that the website they're using is of poor quality and I have no direct solution for why I can't use my merchandise refund card online.

Business

Response:

We haven't had any other reported issues of Customers not being able to use their Gift Cards/Merchandise Credit Cards online as a form of payment. My suggestion is to clear all browsing history and cache. Please be sure to enter just the 19 digit number is the Gift Card line and apply balance to transaction. There is no need at this time to enter the 3 digit pin. If that is being entered, it would make the Gift card number invalid. Thank you!

Review: To whom it may concern:

I am writing to express my concerns about an incident that I experienced at your store today. I would like to bring to your attention the fact that I received extremely poor customer service during my shopping trip at Rue 21 located at [redacted], which took place today December 1st, 2015.

I was not greeted upon entering the store. The manager “Lameesha” and another associate were conversing and never once acknowledged my presence. I even had to interrupt the associates to ask “where” to check out in order to be checked out.

As I was about to check out, the manager “Lameesha” saw that I had coupons in my hand and very rudely stated you can’t use that coupon on clearance merchandise, and then she scoffed and rolled her eyes stating that she needed to see my ID to verify my birthday if I would be using a birthday coupon. She then waited on me to pull my driver’s license out before she would proceed with the transaction.

The reason that I visited your store today was because I received a birthday coupon in my email, today. It should not have mattered whether it was my birthday or not, I was making a purchase in your store. Nowhere on the coupon does it say that the birthday has to be verified, it also doesn’t say that it has to be the individual coupon holder’s birthday, nor does it state that the coupon cannot be used on clearance, and I guess if it wasn’t my birthday, my “purchase” would have been refused. I live and work in [redacted] where your store is located, and the median income is around $100, 000 a year, and I will be more than happy to spend my money elsewhere after being treated the way that I was treated in your store today.

I personally feel that “Lameesha” has no place interacting with the public when she lacks the most basic sense of propriety and kindness. I trust that you will speak to her about polite customer service.

I hope to hear back from you about this incident soon. Please contact me at your earliest convenience at ###-###-####, or email me at [redacted]

Thank you for taking the time to read my letter.

Sincerely,

[redacted]Desired Settlement: I would like a store credit of the $10 that I would've otherwise been able to use on the clearance items.

Business

Response:

Please note, that most our coupons have exclusions that are listed in the fine print and noted by the asterisk. The majority of our coupons state “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.” Please feel free to reference the asterisk for exclusions on rue21 coupons.

Consumer

Response:

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 recently lost weight so I needed a new pair of favorite jeans, I was told they had cheap but durable clothes here. The cheap price made me skeptical of the quality but I was pleasantly surprised, I placed an order on Cyber Monday for jeans, shirts and some jackets. They even got to my house before the expected delivery date! The packaging was great, the sizes where all correct except for 1 jacket(it was my fault), it was way too big, ill be returning it to the store, hopefully they can give me the right size or store credit, I never heard of this store, ill be shopping here a lot now.