Hi there, I am so sorry that you are having trouble using your card here with Rue. I am also extremely sorry about any of the back and forth communication you had to deal with. Members are the driving force of everything we do here at Rue, so we never intend to disappoint you. If you could...
provide me with Rue associated email or order number, I would be more than happy to assist you. Again I am so sorry about this, and we will do everything we can to make this up to you. Sincerely, [redacted])
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].. As usual, no apologies and a completely flippant response from this busoness. I am “insulted” by the fact that I have been a loyal customer for years and keep receiving the absolute wrong merchandise. Attached is a picture of the shoes that I ordered. The next attachment are the shoes that I received. As you can see, completely different you in a completely different size. The third attachment is the return label this company sent me to return the wrong shoes to them. On the label it clearly states “Bill to Sender.” I am clearly listed on the label as the sender. In the past four or so instances in the last year where Rue La La has sent me the wrong item, the return label clearly states “complimentary.”
Regards,
[redacted]
Rue La La did not do what they committed to doing. My credit card was not refunded. At this point I think it would be best if they just sent me a check. My address is : [redacted]
[redacted]
[redacted]Thank you for your help,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
We are so sorry for the disappointment this Member has experienced regarding her recent orders on Rue for Halloween candy. This is certainly not the experience that we would want for any of our Members, and we can't apologize enough (for both the late orders as well as the hassle of the back and...
forth). We have refunded this Member in full for both of her orders, back to her original payment method. We have been in contact with the Member and informed her of this refund. We are still working on getting her the items she originally ordered, within the promised timeline. Again, we are so sorry about this entire experience. If this Member has any further questions, she can absolutely feel free to contact [redacted]@ruelala.com.
Thank you for your response to resolve this problem. I just attached four records for the more detailed situation. You can't image how much I have been spending my times and efforts to find the package. It was the first time in my experience of online order so that I was SO worried and frustrated about concierges' reaction.I sent an email one more time to the lease office with cc's Rue La La in today morning to check the package again. I think The lease office is already annoyed me to bother with same issue. All records and evidences are in the attachment. I would like to thank you again and look forward the refund whole amount I had paid.Thank you.[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Again, we are so incredibly sorry for all of the frustration here. It is certainly never our intention for any of our Members to feel wrongly accused. However, per our Loss Prevention department, we must continue to block this Member's account, due to the many issues with this Member's account that have been brought to their attention. We're simply unable to lift the block on her account. Again, I'm so sorry for all of this. Our Members are the driving force behind what we do here at Rue, and we strive to deliver a fun and seamless shopping experience for everyone. I cannot apologize enough for the disappointment here.
Hi [redacted], I greatly appreciate you taking the time out of your day to give feedback to our company. Members are the driving force of everything we do here at Rue, so your input is extremely important.I am so sorry about the frustration that you have experienced with Rue. I have taken...
a look into your account, to get a further look into what happened with your 7 piece dining set. The dining set was cancelled because of vendor reasons, which means that they accidentally priced the dining set wrong, and cancelled it because they then realized. No member got the dining set at $999.99, as all orders were cancelled. I am so sorry the we cannot honor the original price of this item. As a token of our apologies, I have added a $50 merchandise credit to your account. I hope that helps! If you have any more questions or concerns, please do not hesitate to reach out.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I reject Rue La La's explanation of my complaint #[redacted]. My 2014 [redacted] yearly total shows( including refunds)that I spent $ 4,475.52 dollars at RueLaLa. At no time was informed that I had been blocked from future purchases, I posted my complaint regarding sending boots with two left feet, addressing quality control with them on Facebook and then was summarily and fraudulently accused by loss prevention. It is my right as a consumer to return faulty merchandise, in fact most of my returns had been bought with a return option. The no return options had been returned because of incidents like the photo below, two boots of the same foot. Their buying policy does not state that after a number of returns that buyer will be blocked. I would like a specific explanation, not a generalized loss prevention excuse without any specific documentation offered my complaint is still valid . I want a copy of the Rue La La policy concerning customers transactions and returns. This is a terrible way to run a company.The photo shows the last purchase I made at Rue La La and the boots that were sent to me. How does that justify loss prevention action, when anyone can see that the boots are left foot only.
Regards,
[redacted]
We’re so sorry about all of the frustration surrounding this Member’s Rue La La order. It is never our intention to make our Members feel wronged, and we’re so incredibly sorry to have let you down. It has always been our intention to make this right, and to get this Member refunded for the full amount he paid for his original order.After seeing that this Member disputed the charge with his bank, we here at Rue La La accepted the chargeback, so that this member would receive a refund for the full amount of his original purchase. We also reached out to the Member via email, encouraging him contact us with any further questions. Once again, we are so sorry for all of this—we know we can do better.
We are so sorry this frustrating experience, and for the delay in this Member’s return. This is absolutely an exception to the rule here at Rue. As of 4/14, our Concierges have refunded the total original purchase amount of $117. 41 to this Member’s original form of payment (additionally she will...
not be charged for return shipping). Please allow 3-5 business days for the refund to be reflected in the Member’s bank statement. Again, we are so sorry about this— we strive to make returns both swift and convenient for our Members, and I hate that we fell short here. Additionally, I have circulated this Member’s comments around to the Corporate Office, so they can be thinking and talking about her feedback.
We're so sorry for the disappointment this Member has experienced here. We cannot apologize enough for the delay this Member experienced in receiving a full refund, and we're so sorry that this Member received the wrong item in the first place. As of October 5th, the full refund of $199.94 should be...
processed in full (two refunds of $9.95 were processed on 8/25/15 and 9/23/15, and the remaining $180.04 has been processed on 10/5/15). Again, we can't apologize enough for all of the frustration here. Though this by no means makes up for the hassle this Member has experienced, we have added $30 in this Member's Rue La La account, as a token of our apology. We will make sure to pass along the details of this situation to our team, so that this doesn't happen again.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Hi [redacted] - I am incredibly sorry for the frustrating experience you had with the returns process using the [redacted] payment method. I do have confirmation that we were able to credit you back the funds of $161.99 to you credit card ending [redacted] ([redacted]) on 12/16. Please reach out again or contact...
your bank if you do not see those funds posted by now. Regards, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
We are so sorry for all of the frustration this Member has experienced. We can completely understand how disappointing this entire experience must have been for this Member-- this is certainly not reflective of normal practices here at Rue, and this is not how we want any of our Members to feel. We...
have gone ahead and refunded this Member for her Rue 365 charge. We have also issued her a refund for the first [redacted] case she received in error, and ordered her a replacement [redacted] case directly from the brand. We have also issued her a $20 credit to Rue, as a token of our apology. Again, we are so sorry for the disappointment that she has experienced. We want to thank her for writing to us, and for being a Rue Member. We will work hard to make sure that this sort of situation does not happen again.
Hi [redacted] - I am incredibly sorry to hear about your experience with the ** bag. I understand your concern and will discuss this with our brand partner immediately. Please note that we take authenticity very seriously at Rue La La as everything we sell is 100% authentic, so when we get an...
authenticity concern, we do a lot more follow-up with all parties involved. I will happily refund you the entire amount in full and of course shipping as well. We would like the bag back though, so the buying team can quality check it ourselves in person. [redacted], who you have communicated with, will be sending you a complimentary return label to your email ([redacted]) and as soon as the bag is shipped and returned, we can issue you out the credit back. Please understand, we do need the merchandise back before we can issue you the credit back. If you have any concerns at all, please feel free to reach back out. I sincerely apologize, but rest assured you will get your money back. [redacted]
Hi there- Thank you for reaching out to Rue. I am so sorry about the disappointment you have been faced with regarding not receiving some items in your order. I can completely understand how frustrating this must be and I cannot apologize enough. If you could please email my personal Rue...
email at [redacted], I would be happy to speak with you to see what we can do to get this resolved. I look forward to hearing from you.
Hi there, I am so sorry that you are having trouble using your card here with Rue. I am also extremely sorry about any of the back and forth communication you had to deal with. Members are the driving force of everything we do here at Rue, so we never intend to disappoint you. If you could...
provide me with Rue associated email or order number, I would be more than happy to assist you. Again I am so sorry about this, and we will do everything we can to make this up to you. Sincerely, [redacted])
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].. As usual, no apologies and a completely flippant response from this busoness. I am “insulted” by the fact that I have been a loyal customer for years and keep receiving the absolute wrong merchandise. Attached is a picture of the shoes that I ordered. The next attachment are the shoes that I received. As you can see, completely different you in a completely different size. The third attachment is the return label this company sent me to return the wrong shoes to them. On the label it clearly states “Bill to Sender.” I am clearly listed on the label as the sender. In the past four or so instances in the last year where Rue La La has sent me the wrong item, the return label clearly states “complimentary.”
Regards,
[redacted]
Rue La La did not do what they committed to doing. My credit card was not refunded. At this point I think it would be best if they just sent me a check. My address is : [redacted]
[redacted]
[redacted]Thank you for your help,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
We are so sorry for the disappointment this Member has experienced regarding her recent orders on Rue for Halloween candy. This is certainly not the experience that we would want for any of our Members, and we can't apologize enough (for both the late orders as well as the hassle of the back and...
forth). We have refunded this Member in full for both of her orders, back to her original payment method. We have been in contact with the Member and informed her of this refund. We are still working on getting her the items she originally ordered, within the promised timeline. Again, we are so sorry about this entire experience. If this Member has any further questions, she can absolutely feel free to contact [redacted]@ruelala.com.
Thank you for your response to resolve this problem. I just attached four records for the more detailed situation. You can't image how much I have been spending my times and efforts to find the package. It was the first time in my experience of online order so that I was SO worried and frustrated about concierges' reaction.I sent an email one more time to the lease office with cc's Rue La La in today morning to check the package again. I think The lease office is already annoyed me to bother with same issue. All records and evidences are in the attachment. I would like to thank you again and look forward the refund whole amount I had paid.Thank you.[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Again, we are so incredibly sorry for all of the frustration here. It is certainly never our intention for any of our Members to feel wrongly accused. However, per our Loss Prevention department, we must continue to block this Member's account, due to the many issues with this Member's account that have been brought to their attention. We're simply unable to lift the block on her account. Again, I'm so sorry for all of this. Our Members are the driving force behind what we do here at Rue, and we strive to deliver a fun and seamless shopping experience for everyone. I cannot apologize enough for the disappointment here.
Hi [redacted], I greatly appreciate you taking the time out of your day to give feedback to our company. Members are the driving force of everything we do here at Rue, so your input is extremely important.I am so sorry about the frustration that you have experienced with Rue. I have taken...
a look into your account, to get a further look into what happened with your 7 piece dining set. The dining set was cancelled because of vendor reasons, which means that they accidentally priced the dining set wrong, and cancelled it because they then realized. No member got the dining set at $999.99, as all orders were cancelled. I am so sorry the we cannot honor the original price of this item. As a token of our apologies, I have added a $50 merchandise credit to your account. I hope that helps! If you have any more questions or concerns, please do not hesitate to reach out.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I reject Rue La La's explanation of my complaint #[redacted]. My 2014 [redacted] yearly total shows( including refunds)that I spent $ 4,475.52 dollars at RueLaLa. At no time was informed that I had been blocked from future purchases, I posted my complaint regarding sending boots with two left feet, addressing quality control with them on Facebook and then was summarily and fraudulently accused by loss prevention. It is my right as a consumer to return faulty merchandise, in fact most of my returns had been bought with a return option. The no return options had been returned because of incidents like the photo below, two boots of the same foot. Their buying policy does not state that after a number of returns that buyer will be blocked. I would like a specific explanation, not a generalized loss prevention excuse without any specific documentation offered my complaint is still valid . I want a copy of the Rue La La policy concerning customers transactions and returns. This is a terrible way to run a company.The photo shows the last purchase I made at Rue La La and the boots that were sent to me. How does that justify loss prevention action, when anyone can see that the boots are left foot only.
Regards,
[redacted]
We’re so sorry about all of the frustration surrounding this Member’s Rue La La order. It is never our intention to make our Members feel wronged, and we’re so incredibly sorry to have let you down. It has always been our intention to make this right, and to get this Member refunded for the full amount he paid for his original order.After seeing that this Member disputed the charge with his bank, we here at Rue La La accepted the chargeback, so that this member would receive a refund for the full amount of his original purchase. We also reached out to the Member via email, encouraging him contact us with any further questions. Once again, we are so sorry for all of this—we know we can do better.
We are so sorry this frustrating experience, and for the delay in this Member’s return. This is absolutely an exception to the rule here at Rue. As of 4/14, our Concierges have refunded the total original purchase amount of $117. 41 to this Member’s original form of payment (additionally she will...
not be charged for return shipping). Please allow 3-5 business days for the refund to be reflected in the Member’s bank statement. Again, we are so sorry about this— we strive to make returns both swift and convenient for our Members, and I hate that we fell short here. Additionally, I have circulated this Member’s comments around to the Corporate Office, so they can be thinking and talking about her feedback.
We're so sorry for the disappointment this Member has experienced here. We cannot apologize enough for the delay this Member experienced in receiving a full refund, and we're so sorry that this Member received the wrong item in the first place. As of October 5th, the full refund of $199.94 should be...
processed in full (two refunds of $9.95 were processed on 8/25/15 and 9/23/15, and the remaining $180.04 has been processed on 10/5/15). Again, we can't apologize enough for all of the frustration here. Though this by no means makes up for the hassle this Member has experienced, we have added $30 in this Member's Rue La La account, as a token of our apology. We will make sure to pass along the details of this situation to our team, so that this doesn't happen again.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Hi [redacted] - I am incredibly sorry for the frustrating experience you had with the returns process using the [redacted] payment method. I do have confirmation that we were able to credit you back the funds of $161.99 to you credit card ending [redacted] ([redacted]) on 12/16. Please reach out again or contact...
your bank if you do not see those funds posted by now. Regards, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have...
reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
We are so sorry for all of the frustration this Member has experienced. We can completely understand how disappointing this entire experience must have been for this Member-- this is certainly not reflective of normal practices here at Rue, and this is not how we want any of our Members to feel. We...
have gone ahead and refunded this Member for her Rue 365 charge. We have also issued her a refund for the first [redacted] case she received in error, and ordered her a replacement [redacted] case directly from the brand. We have also issued her a $20 credit to Rue, as a token of our apology. Again, we are so sorry for the disappointment that she has experienced. We want to thank her for writing to us, and for being a Rue Member. We will work hard to make sure that this sort of situation does not happen again.
Hi [redacted] - I am incredibly sorry to hear about your experience with the ** bag. I understand your concern and will discuss this with our brand partner immediately. Please note that we take authenticity very seriously at Rue La La as everything we sell is 100% authentic, so when we get an...
authenticity concern, we do a lot more follow-up with all parties involved. I will happily refund you the entire amount in full and of course shipping as well. We would like the bag back though, so the buying team can quality check it ourselves in person. [redacted], who you have communicated with, will be sending you a complimentary return label to your email ([redacted]) and as soon as the bag is shipped and returned, we can issue you out the credit back. Please understand, we do need the merchandise back before we can issue you the credit back. If you have any concerns at all, please feel free to reach back out. I sincerely apologize, but rest assured you will get your money back. [redacted]
Hi there- Thank you for reaching out to Rue. I am so sorry about the disappointment you have been faced with regarding not receiving some items in your order. I can completely understand how frustrating this must be and I cannot apologize enough. If you could please email my personal Rue...
email at [redacted], I would be happy to speak with you to see what we can do to get this resolved. I look forward to hearing from you.