Rue 21, Inc.

Review: I give my granddaughter [redacted] a Rue 21 gift card for her 16th birthday. She went on line to spend it on May 16, 2014 a few days latter Rue 21 canceled the order and did not refund the $58.13 to the card. I have called them 8 or more times to get the run around about this. First it was being put back on the card, then they were mailing a new card. Still no money.Desired Settlement: I was her refund sent to [redacted]

Review: Prior to Christmas I was given 2 $20 bucks (you had to spend $40 to redeem each one) for your store along with 5 $5 bucks (could be used like cash) for your store for purchases I made. When I purchased my items I asked if they could be used together, and was told they could. I purchased extra items that day because it would be worthwhile when I was able to redeem the bucks. The more you spent the more bucks you were issued. When trying to redeem them on 1/4/15 I was told they couldn't be used together. I asked the manager why she told me I could when I received them and I was told that at the time corporate told them they could be redeemed together but corporate had since sent out an email stating they changed their mind and they couldn't be redeemed together. How can a company change their redemption policy after passing out the coupons/bucks, especially when they were issued based on the amount of money I spent? Is this even legal?Desired Settlement: I would like a credit or gift card in the amount of the bucks and coupons I was issued. A total of $65.

Business

Response:

[redacted]

Review: I ordered two jackets from rue 21. I received an email from ups that says my package was left on my porch. No signature required. I got home and the package was stolen. I called ups and they told me to call rue 21. I called rue 21 and spoke with a representative who said they are not responsible for stolen packages. I was not requesting money all I want is the jackets reordered by 04/22/2015. The representative said that was not there process or procedure.Desired Settlement: I want this resolved before my kids take pictures at school.

Business

Response:

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.

Consumer

Response:

Review: I placed an order on 02/09/16. The order ID is [redacted]. The order says it shipped on 02/10/2016. I received notification of shipment by email. I paid via my VISA card. The tracking number provided states the package was delivered.

UPS Proof of Delivery

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Dear Customer,

This notice serves as proof of delivery for the shipment listed below.

Tracking Number:

Service:

UPS SurePost

Weight:

6.50 lbs

Shipped/Billed On:

02/10/2016

Delivered On:

02/13/2016 11:38 A.M.

Delivered To:

TN, US

Thank you for giving us this opportunity to serve you.

Sincerely,

UPS

Tracking results provided by UPS: 02/21/2016 11:45 P.M. ET

I do not have a package. No package was left on my porch. I emailed Rue 21, INC on 02/15/2016 amd as of 02/21/2016 I have NOT been contacted. Someone needs to be held responsible for this package, as no signature was required or givenDesired Settlement: I would like my $84.49 refunded. I am not responsible for this package, as my signature was not given as proof of delivery. This package is stolen and NOT in my possession.

Business

Response:

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.

Review: These people are liars and thieves! I ordered a pair of boots on cyber Monday and a few days later received an email that my order had been canceled because the boots were out of stock. I then went to their website where they were still selling the boots, in the size I had ordered and continued to do so for 2 days after telling me they were out of stock. So as this was a Christmas present to me from my husband, he called to ask for an explanation as to why they were still selling an out of stock item, and why they had canceled my order instead of back-ordering it. What he got was an apology (no explanation though) and a supervisor that told him that over the phone he would re-order the boots and overnight ship them to us, and that the full price of the boots (because the 40% off cyber Monday sale is now over) as well as the overnight shipping would show up as pending on our card but that he would refund the shipping as well as the sale price difference, and that our final price would be about $20. That was a week ago. The boots have arrived and a $65 charge has gone through to our account from Rue 21. My husband just called them and (after being hung up on twice) finally got through to someone that said that the notes in our account said that they tried to refund the shipping charges but wouldn't be able to, but that they could probably refund the sale price difference. The boots have now cost us 3 times what they were supposed to. We didn't ask for overnight shipping, the supervisor offered it to us and promised us it would be reversed and now we are being told "sorry, turns out we can't". We asked them to listen to the recorded conversation and was put on hold AGAIN so they could get another supervisor, where we were then hung up on for a 3rd time. We will now be disputing these charges with our bank and we will never give another cent to this lying company!Desired Settlement: Refund the sale price difference and the overnight shipping that their supervisor offered us free of charge, as promised.

Business

Response:

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.

Review: I had the worst experience of my life in a local store at [redacted] Mall. I generally spend over $40 at time in Rue 21 stores. I love the [redacted] Mall location. I was in the [redacted] so, I decided to go in the [redacted] Mall. I was purchasing lots of accessories, today Feb, 2, 2016. I selected so much jewelry that I had to lay it down on a store shelf next to where I was standing chosen more selections. A store associate approached and said you have to move your stuff and I stated why she said just take your stuff to the register. She made me feel like I could not ask a question just listen to what she say. This is America, freedom of speech. I told her that I did feel comfort doing that because I wanted to watch my selections. She stood there and said it's store policy, move out the way Miss. Just as she was yelling at me, I was calm. My friend entered the store he had been shopping in another store and I told him to meet me there at Rue 21. He witnessed her loud tone and demeanor and asked if everything was okay. She stated and if everything ain't okay what you gonna do about it. He stated I was talking to her not you. I said let's go and just purchase my selections to avoid my drama. She followed us to the register and stated to my friend you gotta problem with me. It's like she was looking for trouble. I stated Miss just leave us alone. She stood there giving a evil stare. Her and my friend went back and forth word for word. I made my purchase and was happy with my selections. The sales associate reached under the counter and went in the back of the store. I told my friend to wait outside the store I was not finish shopping. He waited outside the store. I continued to shop as I was shopping, four young immature Black security officers approached me and stated I had to leave the store. As, I entered the mall from the store the security stated we had to leave the mall. I was extra mad but, I just left the mall. I had already spend over $200 dollars in mall and looked to spend more. My whole mall experience was not good. Once, I got home I realized that I had not been given my two bags that I checked in Rue 21 because they checked my bags in the beginning once I first entered the store. I had to go back to security and give them the number tag and they went and brought out my bag. I checked in one big bag with a smaller bag inside that big bag. Once, I got home I realized the smaller bag inside the big bag that was checked at Rue 21 was missing and it contained $50 worth of merchandise from another store at the mall. I also noticed that the guy that rang me up at Rue 21 did not put all my jewelry in my bag that I purchases from Rue 21. Maybe, he was mad about the situation with the other associate. This is theft big time. The employees seem like they had a attitude with me once I first entered the store. I want my merchandise back and I want my necklaces that where not placed in Rue 21 purchases bag. I am prepared to take your guys to court for this bad experience and theft.

Product_Or_Service: jewlryDesired Settlement: DesiredSettlementID: Other (requires explanation)

I had the worst experience of my life in a local store at [redacted] Mall. I generally spend over $40 at time in Rue 21 stores. I love the [redacted] Mall location. I was in the [redacted] so, I decided to go in the [redacted] Mall. I was purchasing lots of accessories, today Feb, 2, 2016. I selected so much jewelry that I had to lay it down on a store shelf next to where I was standing chosen more selections. A store associate approached and said y

Business

Response:

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 (###-###-####) with no returned phone calls from the customer.

Review: The company is doing false advertising and the customer service reps and the supervisor are extremely disrespectful and lie to customers. The representative names Kevin said he will email me my ruebucks coupon later this month so I asked him to email me a confirmation stating he would do that later in the month but he was trying to give excuses not to then he put his supervisor named Brandi H. On the phone who was very disrespectful and has no customer service skills period. She said what is my problem without even saying her name until I requested it and I said I'm holding for a Kevin to email me a cofirmation that the company owes me my ruebucks. She responded very rudely saying he's busy with other customers calls holding in line now and he doesn't have time. How ridiculous is that!I said well I am a customer too and I have been on the phone 35 minutes waiting on someone to address my complaint and I deserve to be taken care of. She said well we wil send it to you in about an hour. I also asked why my new order hasn't shipped yet ad it's been more than 5 business days already and she was just as rude and said well we are busy and don't know when it will ship. I told her if I don't get the email then I will send a message on Facebook and she said that's fine as she checks Facebook for rue21 too.And of course that represebtative Kevin emailed me asking me for my order number as if we haven't spoken on the phone already and as shocked as I was I still sent him the number and he never responded after that. Rue21 is ripping me off and they owe me my ruebucks coupon the 20.00 off 40.00 and they are manipulating customer, lying, and being disrespectful and ripping me off. Kevin and Brandi have zero business ethics that need to be investigated by the company.Desired Settlement: The representative "Kevin" or the supervisor "Brandi H." Need to email me my ruebucks coupon. I earned it and technically paid for it so they should stop cheating customers and doing false advertising and give customers what they advertised for.

Business

Response:

Due to an overwhelming response to our Holiday sale we were delayed on shipping orders to Customer. All orders were shipped with in 5 days of placement with a few exceptions. rueBUCKS are an earned coupon and all qualifying orders have the rueBUCKS stapled to the packing slip. Call Center agents can not email the rueBUCKS coupon due to each coupon having a specific 1 time use code on them. If Customer didn't;t receive coupon attached to packing slip one can be mailed to her.

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: I received a text msg that had a link for a sale that you had on 9/25/14 thru 9/28/14 with discounts-----I went to the store location at [redacted] to take advantage of the discounts of $10/$30 or $40 off. When I got to the store, almost everything in the store was on sale or buy one get one for $1.0 or by one get one free. There is basically very little opportunity to get the "triple threat" big discounts advertised. Not realizing that NONE of the items I purchased qualified for a discount, I questioned the clerk about this and she said that "it is deceptive" and "many customers have complained" about the sale ad AND that this happens frequently with Rue 21 advertising.Desired Settlement: $10.00 cash

Business

Response:

Complaint ID: [redacted]I researching this we have not heard from the Customer either via phone or email. The coupon disclaimer states: Amount of deduction will be given at the point of sale pretax and net of discounts. Limit one coupon per customer. Coupon must be presented 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. Not valid on gift cards or previous purchases. Not valid for associate use. Based off the information that the Customer provided her transaction would not have qualified for this coupon discount of $10 off a $30 purchase. [redacted]rue21Senior Manager Customer Service[redacted]Phone: [redacted]BB: [redacted]

Review: My daughter and I placed an online order around 10:00 pm. I immediately realized we had ordered the wrong items. I looked for a way to cancel the items. There was a phone number to call to cancel the order. I called the number, however, rue21 was closed. I finally reached someone at 10:00 am the following day. I was told the store has a 30 minute cancellation policy. This is an awful policy, which is not posted on the website and almost impossible for customers to follow. If the order is made after closing hours how do you cancel the order within 30 minutes. My daughter loves rue21 clothes, however after this incident she will not be allowed to order off line again. We do most of our shopping on line. You have lost a great customer. I am also considering not allowing her to visit the stores at the mall. This is truly a rip off.Desired Settlement: I would like my order canceled and my money returned.

Business

Response:

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.