I am so sorry about this! I took a look into the details of this order, and see that the refund did initially fail. Please know, I have forwarded the details of this situation along to the appropriate team so that they can work to ensure that this never happens again in the future. I just went ahead...
and manually pushed through your refund back to your original form of payment, and it should be reflected in your bank account within the next 3-5 business days. Of course, if it doesn't show up by then please don't hesitate to reach out to me directly at [redacted] so that we can find a solution. As a token of our apology, I have also credited your Rue La La account with $50 of merchandise credit to put towards something nice from one of our upcoming boutiques. Sorry again!
Again, we are so sorry that the mattress wasn't to this Members liking! However, because the mattress was clearly marked as final sale, and their reason for wanting to return it was because they didn't like it (it wasn't damaged or imperfect in any way), we feel that the full refund in merchandise credit is extremely generous. Especially given that there was no Rue La La error in this situation. I am so sorry for the disappointment here!
Hi [redacted] - I was able to confirm the shoes were listed as final sale at time of sale. However, the final sale tag and verbiage could be more prevalent on the product page and oftentimes members do miss it. I can gladly offer you a return exception in this case. Would you like...
your return credit back as merchandise credit for the full amount or to original form of payment (less the $9.95 for the return shipping fee)? Additionally, if you are returning the other 2 shoes I can include all 3 shoes together on return label (if you haven't already returned those shoes). Please let me know and I can send that label to you over as soon as possible. Thanks, [redacted]
We are so sorry about this entire situation. We can certainly understand the disappointment this Member experienced when he received the wrong item in his shipment, and we're so sorry about the delay in refunding for this order. This is certainly not how we would want this Member, or any of our...
Members, to feel, and we cannot apologize enough here. A full refund of $258.30 was processed on 7/23/2015. Again, we are so sorry for all of the hassle- this is certainly not reflective of normal practices practices here.
Dear Revdex.com:
I have reviewed the response submitted by Rue La La and have determined that the response does satisfy my request to return the handbag and receive a refund of some sort, in this case being a store credit. However, please take a moment to [redacted] "Rue La La fake" and understand that this is a bigger issue than just me and requires special attention for your members. I realize that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Hi [redacted] -I've reviewed the details of your issue and am incredibly sorry for the frustration. I do see that our concierge team issued you a credit back to your CC on 9/22 and should have posted by now. However, if you put a dispute with your credit card that could delay the timing on the bank...
side.Additionally, all our products are 100% authentic so if you did not receive a certificate of authenticity we can definitively take that ** bag back; no problem. Have you received a return label yet from our concierge team? If not, please reply back and I can handle that return label for you.Thanks, [redacted]
We’re so sorry for the disappointment that this Member has experienced. We can absolutely understand the frustration here, and we really can’t apologize enough for the hassle. We will certainly make a return exception for this item, and will re-issue the original purchase amount of $149.99 back to...
this Member’s account in the form of Rue La La credit. I’ve gone ahead and emailed this Member a return label to her [redacted].com email address (she should definitely make sure to check her spam and junk folders, as these messages occasionally get filtered). It may take up to 24 hours for that return label to arrive at her inbox. Once the return is processed, we will refund the original purchase amount back to her account as Rue credit. We’re so sorry again for all of the trouble, but we hope she can use this credit toward something perfect in one of our upcoming boutiques.
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]..
Firstly, I bought 2 rugs, on two separate orders. Secondly, I saw the exact same rugs on sale two weeks later. How is it that you could not honor my orders yet you could sell the rugs 2 weeks later? I have emails with the pictures of the rugs I ordered saying they had been shipped, 9x13, yet I receive 2x3.Just recently I ordered a doormat that was canceled after it said it had shipped yet it too was back on your site a week later. What is up with you?So, no I don't accept your response. I find it sadly lacking. It's shady.Regards,
[redacted]
Dear [redacted], Thank you for contacting the Corporate Office of Rue La La. [redacted], our CEO, has requested that I reply on his behalf. I’m so incredibly sorry for the disappointment and frustration that you have experienced as a result of our return policies. This is not how we want you...
(or any of our Members) to feel, and I’m truly disappointed that we let you down, and I honestly cannot apologize enough for this.We’re so grateful for your feedback. Members’ comments—both critical and complimentary—mean the world to us. We really appreciate your constructive criticism, and will work to make improvements based on your words. Please know, I have read through your email very carefully and will pass along every one of your comments to our fulfillment team here at Rue La La, so that we can reflect appropriately with your feedback in mind. Your voice is being heard, [redacted]. As a token of our apologies, I have credited you $20 to your original form of payment. Hopefully this will make you feel better. If you ever have any future Rue-related questions or comments, please feel free to reach out to me personally at [redacted]. Thank you so much for reaching out, but more importantly for being a Rue La La Member.
Hello Mr. [redacted] - Per your last message you had begun the returns process. However, I do not see a return label processed within our system for this order. If you shipped on your own, please provide the return tracking information so I can confirm the package has been received at our distribution center and has been processed,
We are so sorry about the frustration this Member has experienced with her recent Rue La La purchase! We certainly do not want her, or any of our Members, to feel less than satisfied with their Rue La La purchase. Although we do guarantee the authenticity of all of our merchandise, we would be happy...
to accept the Chloe Paraty bag back as a return. I’ve gone ahead and issued this Member a return label—she should be seeing the label in her email within 24 hours of this message. Once the bag is returned to us, the original charge of 1709.27 will be refunded back to her original form of payment. I hope this helps. Again, we’re so sorry that her Chloe Paraty bag was less than perfect. Again, we’re so sorry about the hassle here, but we want to thank her for being a Rue La La Member.
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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[Dear RueLaLa, I believe the shipment for the "still wanted" item was refused by my apartment and is on it's way back to you. I did return the two shower gels with the skirt. I NEVER received a return label for the shower gels and was told by the person who provided the label for the skirt that the two shower gels were included on that label but they were not. I was heading out of town and included them with the skirt, as was discussed with the customer service rep. Please check your recording for our conversation. Yes, kindly refund my credit card once you receive the dress back as the shipment was refused as I was not home for the holidays, as shared in my correspondence with you. Thank you. ]
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]
Dear [redacted], Thank you so much for reaching out. I am so sorry about this frustrating experience. Members are the driving force of everything we do here at Rue, and we didn’t want this type of experience for you, or for any of our Members. I have looked into the details of the situation, and it seems...
as though there was an issue with our Brand Partner with this inventory set. Because of this, the incorrect rugs were sent. It is never our intention to mislead or deceive you, and we work to honor all of our prices on site. I can certainly understand how disappointing this must have been for you and I can’t apologize enough. We do our best to source our products so that they are delivered quickly and correctly, and I’m sorry that this order missed the mark.Please know, I have forwarded the details of this situation around the broader team here at the Boston office so we can work to make sure this kind of thing doesn’t happen again in the future. I know we can do better going forward. Please don’t hesitate to follow up with me directly at [redacted] if you have any further questions. We really want to do everything we can to make this right, [redacted].
Hi [redacted] - Your return was processed on 12/26. It typically can take anywhere from 2-5 business days for the credit to appear back on your credit card. Thank you, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. I would like thank Rue La La for the quick response and granting my request to return the shoes. I also would like to accept the offer of the mailing label for all three pairs of shoes. I have not returned the other two pair yet. I will wait until I receive the mailing label that includes all three pair of shoes.
Regards,
[redacted]
Dear [redacted], Thank you so much for reaching out. I am so sorry about this frustrating experience. I can certainly understand how disappointing it must to have issues with such a high quality bag.Members are the driving force of everything we do here at Rue, and we didn’t want this type of...
experience for you, or for any of our Members. Please know, I have forwarded the details of this situation around the broader team here at the Boston office so we can work to make sure this kind of thing doesn’t happen again in the future. This type of situation isn’t the norm here at Rue, and we want to assure you that we always work with our buyers to ensure that our deliveries are punctual and precise. We want to assure you that we stand by the authenticity of all the items sold on site. All of our items are 100% authentic. That being said, we want to make sure that you are satisfied with your purchase. We would be more than happy to issue you a complimentary return label for merchandise credit that you can put towards finding something perfect on site. I have attached the label to this email. In the meantime, please let me know if there’s anything else that I can do. Sincerely,[redacted], Office of the CEORue La La
Revdex.com:
Thank you for working with me and for understanding where I was coming from. I have decided to keep the bags. I found an authentication service online in which I paid a fee for each bag and submitted detailed photographs of the bags I bought from rue la la . After their review they said the bags are indeed authentic. However, the problem I saw, and the problem they saw as well, was that the Saint jeanne bowling bag did not have a serial number which made authentication much more difficult. I was pleasedto know that the bags are actually authentic because I really love them. Although I am keeping the bags, I feel that your policy of final sale and no returns on such items is not fair to your customers and I would encourage your company to reconsider this. Again thank you for your time and consideration. Sincerely, [redacted]
Regards,
[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].
I won't bother going into the 4 different reasons i've been given for the failure by Rue LaLa to fulfill my orders. I'm not a lawyer but I have read the terms and conditions on the website which states that Rue lala is subject to the laws of Massachusetts so I have attached the retail rights guide, I think page 3 applies to this situation. In all of the apologies I have received including the response to my complaint they say "we want to make this right" but there is no mention of how they plan to do that. Fulfilling my orders would make this right. I would be grateful for that.Regards,
[redacted]
I am so sorry about this! I took a look into the details of this order, and see that the refund did initially fail. Please know, I have forwarded the details of this situation along to the appropriate team so that they can work to ensure that this never happens again in the future. I just went ahead...
and manually pushed through your refund back to your original form of payment, and it should be reflected in your bank account within the next 3-5 business days. Of course, if it doesn't show up by then please don't hesitate to reach out to me directly at [redacted] so that we can find a solution. As a token of our apology, I have also credited your Rue La La account with $50 of merchandise credit to put towards something nice from one of our upcoming boutiques. Sorry again!
Again, we are so sorry that the mattress wasn't to this Members liking! However, because the mattress was clearly marked as final sale, and their reason for wanting to return it was because they didn't like it (it wasn't damaged or imperfect in any way), we feel that the full refund in merchandise credit is extremely generous. Especially given that there was no Rue La La error in this situation. I am so sorry for the disappointment here!
Hi [redacted] - I was able to confirm the shoes were listed as final sale at time of sale. However, the final sale tag and verbiage could be more prevalent on the product page and oftentimes members do miss it. I can gladly offer you a return exception in this case. Would you like...
your return credit back as merchandise credit for the full amount or to original form of payment (less the $9.95 for the return shipping fee)? Additionally, if you are returning the other 2 shoes I can include all 3 shoes together on return label (if you haven't already returned those shoes). Please let me know and I can send that label to you over as soon as possible. Thanks, [redacted]
We are so sorry about this entire situation. We can certainly understand the disappointment this Member experienced when he received the wrong item in his shipment, and we're so sorry about the delay in refunding for this order. This is certainly not how we would want this Member, or any of our...
Members, to feel, and we cannot apologize enough here. A full refund of $258.30 was processed on 7/23/2015. Again, we are so sorry for all of the hassle- this is certainly not reflective of normal practices practices here.
Dear Revdex.com:
I have reviewed the response submitted by Rue La La and have determined that the response does satisfy my request to return the handbag and receive a refund of some sort, in this case being a store credit. However, please take a moment to [redacted] "Rue La La fake" and understand that this is a bigger issue than just me and requires special attention for your members. I realize that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Hi [redacted] -I've reviewed the details of your issue and am incredibly sorry for the frustration. I do see that our concierge team issued you a credit back to your CC on 9/22 and should have posted by now. However, if you put a dispute with your credit card that could delay the timing on the bank...
side.Additionally, all our products are 100% authentic so if you did not receive a certificate of authenticity we can definitively take that ** bag back; no problem. Have you received a return label yet from our concierge team? If not, please reply back and I can handle that return label for you.Thanks, [redacted]
We’re so sorry for the disappointment that this Member has experienced. We can absolutely understand the frustration here, and we really can’t apologize enough for the hassle. We will certainly make a return exception for this item, and will re-issue the original purchase amount of $149.99 back to...
this Member’s account in the form of Rue La La credit. I’ve gone ahead and emailed this Member a return label to her [redacted].com email address (she should definitely make sure to check her spam and junk folders, as these messages occasionally get filtered). It may take up to 24 hours for that return label to arrive at her inbox. Once the return is processed, we will refund the original purchase amount back to her account as Rue credit. We’re so sorry again for all of the trouble, but we hope she can use this credit toward something perfect in one of our upcoming boutiques.
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]..
Firstly, I bought 2 rugs, on two separate orders. Secondly, I saw the exact same rugs on sale two weeks later. How is it that you could not honor my orders yet you could sell the rugs 2 weeks later? I have emails with the pictures of the rugs I ordered saying they had been shipped, 9x13, yet I receive 2x3.Just recently I ordered a doormat that was canceled after it said it had shipped yet it too was back on your site a week later. What is up with you?So, no I don't accept your response. I find it sadly lacking. It's shady.Regards,
[redacted]
Dear [redacted], Thank you for contacting the Corporate Office of Rue La La. [redacted], our CEO, has requested that I reply on his behalf. I’m so incredibly sorry for the disappointment and frustration that you have experienced as a result of our return policies. This is not how we want you...
(or any of our Members) to feel, and I’m truly disappointed that we let you down, and I honestly cannot apologize enough for this.We’re so grateful for your feedback. Members’ comments—both critical and complimentary—mean the world to us. We really appreciate your constructive criticism, and will work to make improvements based on your words. Please know, I have read through your email very carefully and will pass along every one of your comments to our fulfillment team here at Rue La La, so that we can reflect appropriately with your feedback in mind. Your voice is being heard, [redacted]. As a token of our apologies, I have credited you $20 to your original form of payment. Hopefully this will make you feel better. If you ever have any future Rue-related questions or comments, please feel free to reach out to me personally at [redacted]. Thank you so much for reaching out, but more importantly for being a Rue La La Member.
Hello Mr. [redacted] - Per your last message you had begun the returns process. However, I do not see a return label processed within our system for this order. If you shipped on your own, please provide the return tracking information so I can confirm the package has been received at our distribution center and has been processed,
We are so sorry about the frustration this Member has experienced with her recent Rue La La purchase! We certainly do not want her, or any of our Members, to feel less than satisfied with their Rue La La purchase. Although we do guarantee the authenticity of all of our merchandise, we would be happy...
to accept the Chloe Paraty bag back as a return. I’ve gone ahead and issued this Member a return label—she should be seeing the label in her email within 24 hours of this message. Once the bag is returned to us, the original charge of 1709.27 will be refunded back to her original form of payment. I hope this helps. Again, we’re so sorry that her Chloe Paraty bag was less than perfect. Again, we’re so sorry about the hassle here, but we want to thank her for being a Rue La La Member.
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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[Dear RueLaLa, I believe the shipment for the "still wanted" item was refused by my apartment and is on it's way back to you. I did return the two shower gels with the skirt. I NEVER received a return label for the shower gels and was told by the person who provided the label for the skirt that the two shower gels were included on that label but they were not. I was heading out of town and included them with the skirt, as was discussed with the customer service rep. Please check your recording for our conversation. Yes, kindly refund my credit card once you receive the dress back as the shipment was refused as I was not home for the holidays, as shared in my correspondence with you. Thank you. ]
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]
Dear [redacted], Thank you so much for reaching out. I am so sorry about this frustrating experience. Members are the driving force of everything we do here at Rue, and we didn’t want this type of experience for you, or for any of our Members. I have looked into the details of the situation, and it seems...
as though there was an issue with our Brand Partner with this inventory set. Because of this, the incorrect rugs were sent. It is never our intention to mislead or deceive you, and we work to honor all of our prices on site. I can certainly understand how disappointing this must have been for you and I can’t apologize enough. We do our best to source our products so that they are delivered quickly and correctly, and I’m sorry that this order missed the mark.Please know, I have forwarded the details of this situation around the broader team here at the Boston office so we can work to make sure this kind of thing doesn’t happen again in the future. I know we can do better going forward. Please don’t hesitate to follow up with me directly at [redacted] if you have any further questions. We really want to do everything we can to make this right, [redacted].
Hi [redacted] - Your return was processed on 12/26. It typically can take anywhere from 2-5 business days for the credit to appear back on your credit card. Thank you, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. I would like thank Rue La La for the quick response and granting my request to return the shoes. I also would like to accept the offer of the mailing label for all three pairs of shoes. I have not returned the other two pair yet. I will wait until I receive the mailing label that includes all three pair of shoes.
Regards,
[redacted]
Dear [redacted], Thank you so much for reaching out. I am so sorry about this frustrating experience. I can certainly understand how disappointing it must to have issues with such a high quality bag.Members are the driving force of everything we do here at Rue, and we didn’t want this type of...
experience for you, or for any of our Members. Please know, I have forwarded the details of this situation around the broader team here at the Boston office so we can work to make sure this kind of thing doesn’t happen again in the future. This type of situation isn’t the norm here at Rue, and we want to assure you that we always work with our buyers to ensure that our deliveries are punctual and precise. We want to assure you that we stand by the authenticity of all the items sold on site. All of our items are 100% authentic. That being said, we want to make sure that you are satisfied with your purchase. We would be more than happy to issue you a complimentary return label for merchandise credit that you can put towards finding something perfect on site. I have attached the label to this email. In the meantime, please let me know if there’s anything else that I can do. Sincerely,[redacted], Office of the CEORue La La
Revdex.com:
Thank you for working with me and for understanding where I was coming from. I have decided to keep the bags. I found an authentication service online in which I paid a fee for each bag and submitted detailed photographs of the bags I bought from rue la la . After their review they said the bags are indeed authentic. However, the problem I saw, and the problem they saw as well, was that the Saint jeanne bowling bag did not have a serial number which made authentication much more difficult. I was pleasedto know that the bags are actually authentic because I really love them. Although I am keeping the bags, I feel that your policy of final sale and no returns on such items is not fair to your customers and I would encourage your company to reconsider this. Again thank you for your time and consideration. Sincerely, [redacted]
Regards,
[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].
I won't bother going into the 4 different reasons i've been given for the failure by Rue LaLa to fulfill my orders. I'm not a lawyer but I have read the terms and conditions on the website which states that Rue lala is subject to the laws of Massachusetts so I have attached the retail rights guide, I think page 3 applies to this situation. In all of the apologies I have received including the response to my complaint they say "we want to make this right" but there is no mention of how they plan to do that. Fulfilling my orders would make this right. I would be grateful for that.Regards,
[redacted]