We are so sorry for any disappointment this Member has experienced here. It is never our intention here at Rue La La to intentionally mislead our Members, and we cannot apologize enough for any discrepancy is sizing of the Furla bag that this Member purchased. I am happy to help here. However, I've...
taken a look on the site, and it doesn't look like we have any more of the [redacted] large leather top handle bags available, so I am unable to send a replacement. The product page for this item included measurements taken by hand, and also included a picture of the item placed on a mannequin, in order to show scale. I would like to know if the item this Member received was indeed significantly smaller than the item in the picture, and again, we can't apologize enough for any discrepancy here. Would it be possible for this Member to send pictures of this item to [redacted]@ruelala.com? I would be happy to take a closer look into the discrepancies, and figure out how better to resolve this issue. We have issued the Member a complimentary return label, but I have issued the Member a $30 credit as well, as a token of our apology (though this by no means makes up for the issue at hand here). Please send over pictures to [redacted]@ruelala.com, and I would be happy to look into alternate resolutions here. Again, we are so sorry about the frustration. This is not the experience we would want for this Member, or any of our Rue La La Members.
We are so sorry about the disappointment this Member has experienced with Rue La La. Here at Rue La La, we guarantee that all of our merchandise is 100% authentic. We want our Members to feel completely comfortable with every Rue La La purchase, so we have issued this Member a complimentary return...
label for the [redacted] bag she purchased. Once we process a her return, we will refund this Member in full for her order, back to her original form of payment. Again, we are so sorry for any disappointment this Member has experienced with Rue.
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're so sorry about the disappointment that this Member has experienced with his Rue La La order. We cannot apologize enough that this Member received the wrong size [redacted] We are happy to accommodate this Member with a return-- our Concierge team has...
offered to send him a complimentary return label that can be used in returning the loafers for a full refund back to his original form of payment. Additionally, as long as we have the correct size still in stock, we are happy to place another order for this Member, for the correct size loafers. Unfortunately, however, our syste simply does not allow for direct exchanges. We're so sorry about that, and we completely understand how disappointing this might be. Our Members are the driving force behind all that we do, and we want the Rue La La experience to be fun and seamless, from start to finish.
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]
[Hi,Thanks for you response and I really appreciate your time. Regarding to your words "[redacted] Boots only have a production code on the inside of the boots next to the size." I've checked very carefully. There is no such production code inside, see the attachments please.But anyway, I've begun the return process, just make sure the refund will be back to original form of payment instead of Rue La La credits please.Thanks,[redacted]]
Regards,
[redacted]
We are so sorry about the negative experience this Member has had with Rue La La. Please know, this is not reflective of the typical Rue La La experience, nor is this the experience we would want this Member, or any of our Members to have, and we can't apologize enough. We have re-sent an email to this Member, detailing the actions we have taken to attempt to remedy the situation. This Member has been refunded in full in Rue La La credit for this mattress, and we have sent an email detailing how this Member can go about returning the mattress to us. Again, we are so sorry for the disappointment here.
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.
They stated that they would initiate a refund as soon as the package was in transit. However, not only has the package BEEN in transit since Monday, it arrived at Kaleen Rugs on Wednesday, June 4 at approximately 1pm ([redacted] tracking # [redacted]) There has been no indication on my credit card that any pending return charges have been made. Yes, they did "authorize" a return label only after I started a dispute with both the Revdex.com and my credit card, [redacted]. So I sent the rug back as [redacted] recommended that I do, which was Monday. I have not received a refund for this rug yet, so therefore I am rejecting their response. Rue la la says many things and makes many claims. However, they never seem to actually DO what they claim to do. They are a sloppy company and quick to try and assuage their customer when problems arise but their words are meaningless. I would like my refund. Regards,
[redacted]
We are so sorry about the disappointment this Member has experienced concerning order #[redacted], for the [redacted] Women's Betsy Optical Frames. We can certainly understand how frustrating it must have been for this Member not to have received these frames, and we can't apologize enough for this...
Member's experience with our Concierge team. We will be passing along the details of this situation along to our team here at the corporate office, as well as to our Concierge team supervisors, so that this does not happen again. I have refunded this Member in full for the $54.43 charge (which includes the $49.99 charge, plus $4.44 in tax - please note, the Member was not charged for shipping on this order, as the Member had free shipping from a previous order), back to the original form of payment, [redacted] ending in [redacted]. This refund should be reflected on the Member's bank statement within 3-5 business days. Again, we are so sorry for this experience, and we hope that this Member will reconsider leaving Rue La La.
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].
[Thanks for your help. I really appreciate your help. Hope this problem will be solved soon and I can get my money back. Thanks,[redacted]]
Regards,
[redacted]
Hi [redacted] - I am incredibly sorry our concierge team was unable to offer you a return label for the wallet, and that you are unhappy with the quality of the wallet. The wallet is listed as final sale on the site and the dimensions are accurately represented, which is why it was originally...
denied. However, I am happy to give you a return label as a courtesy given you are upset with the quality of the item. Please see attached return label for your convenience. Thanks, [redacted]
Hello [redacted] -I am sorry you had such a frustrating experience with our concierge staff. I understand it is frustrating when you realize you shipped a package to the incorrect address. Please note, that RueLaLa (like many other on line retailers) do not take responsibility for...
lost packages when the customer shipped it to the wrong address. We have proof of delivery to the address listed on your order as below.[redacted]
[redacted]However, as a courtesy, I am able to refund you the cost of the bag in merchandise credit only. You should see the credit applied to your account in 1-2 business days. Thank you, [redacted] at RueLaLa
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 accept the response to this complaint. The merchant had issued a free return label for the order and I have sent the wrong item back to them for refund.
Regards,
[redacted]
Hi [redacted]- I see that our concierge team was able to issue you a return label on 12/2 and it looks like the return package is currently in transit. We take authenticity concerns very seriously at RueLaLa and typically do a little research to ensure our product is in fact authentic before we complete...
the return requests. Hope you understand. Let me know if you don't see your return credit back to your original form of payment. You should see it within 2-5 business days from the time it is received in our warehouse (depending on your bank). Thanks, [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. 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. Please know, I have forwarded the details of this situation around the broader team here at the [redacted] office so we can work to make sure this kind of thing doesn’t happen again in the future. Please know, it is never our intention to trick or mislead our Members into buying items that aren’t in perfect condition. This is truly not the norm here at Rue, and I hope you give us the chance to prove this to you in the future. I have looked into the details of the situation, and it seems as though some of the product specifications may have been unclear. I apologize if this was confusing, and I want to do everything to provide you with a solution. I would be more than happy to send you a complimentary return label for the item, and we would be able to issue you a full refund or merchandise credit to put towards getting a new bag. The purse on our site; “[redacted] Albion Go Bananas Leather Tote” is indeed a product created and sold by [redacted]. It is a separate product from the “East West Tote”, which is more rectangular and the “Bowling Bag”, which is significantly larger than the one you purchased. I spoke with our buying team, and they were able to confirm that this bag was priced at $985.00 by [redacted] and other retailers. We competitively priced this 20% lower, to the price at which you were able to purchase the bag. Other retailers did [redacted] their bags down as a sale item, which you may have found on other sites, however, these were not the Go Bananas Tote with the keychain and product specifications that you received. I hope this information helps. If there’s anything else that I can do, please don’t hesitate to follow up with me directly at [redacted].
Hi [redacted] – Thank you for reaching out to us on Revdex.com to investigate your concerns. I am incredibly sorry for the frustrating experience you had with the returns process. It is not our intention for it to be misleading and apologize if any of the information proved was unclear or misleading. For...
order [redacted], I do see that your return of $179.98 went to $69.99 on credit card and $106.99 to merchandise credit. I am looking into why the refund was processed that way instead of fully on your credit card. You are correct, that your following Still Want It purchase used up most of that $106.99 merchandise credit. The way SWI works is, that if we are able to secure the product, we will fulfill the order for you with the credit card information you selected. However, merchandise credit is always used first to pay for the order. If you’d rather be able to choose how to pay for a purchase, I would recommend not selecting any Still Want It items as that is how our system will always fulfill orders. I reversed the $7 of credit you have remaining in your account and that will go back to your credit card instead. However, the remaining $99.99 merchandise credit was used to pay for orders [redacted] (your SWI [redacted] dress I assume) and [redacted] (blowout brush). Are you planning to return those? If so, I can help you with the return label if you don’t already have it. Once those are returned, I will confirm the money goes back to on your credit card. I cannot give you the return credit until the merchandise that used up that merchandise credit is returned. For order [redacted], You were refunded $34.04 on your purchase of $43.99 since refund to original form of payment was selected and mot merchandise credit. RueLaLa waives the return shipping fee of $9.95 when a member chooses to return for merchandise credit. Otherwise, there is a flat $9.95 deducted from your return credit for the return fee. However, I do see that when you contacted our member concierge team, they were able to refund you the $9.95 as a courtesy. So for this order you have been fully refunded to your credit card. For order [redacted] (the 2 body butters you sent back), our concierge team issued you a return label on 12/07 with the following tracking number: [redacted]. According to tracking, the products have not been received yet and it looks like the Label hasn’t been used yet. Do you know if sent the product out with another return package? Or, would you like me to resent the return label? I couldn’t tell in your message if you’ve already included it with other returns to us. Please confirm. Please reach out directly if you have further questions or concerns. Thank, [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.
Hello - As stated to the member, this was a mistake in our inventory and we work to correct mistakes where the products do not match our pictures on the website. The member has the complimentary return label and is able to return the incorrect product at their convenience. Once the return is processed, the return credit will be given automatically. I will remove the $20 merchandise credit as the member is insulted by the gesture and did not intend to insult our member. Thank you.
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.
Regards, [redacted]
We are so sorry for any disappointment this Member has experienced here. It is never our intention here at Rue La La to intentionally mislead our Members, and we cannot apologize enough for any discrepancy is sizing of the Furla bag that this Member purchased. I am happy to help here. However, I've...
taken a look on the site, and it doesn't look like we have any more of the [redacted] large leather top handle bags available, so I am unable to send a replacement. The product page for this item included measurements taken by hand, and also included a picture of the item placed on a mannequin, in order to show scale. I would like to know if the item this Member received was indeed significantly smaller than the item in the picture, and again, we can't apologize enough for any discrepancy here. Would it be possible for this Member to send pictures of this item to [redacted]@ruelala.com? I would be happy to take a closer look into the discrepancies, and figure out how better to resolve this issue. We have issued the Member a complimentary return label, but I have issued the Member a $30 credit as well, as a token of our apology (though this by no means makes up for the issue at hand here). Please send over pictures to [redacted]@ruelala.com, and I would be happy to look into alternate resolutions here. Again, we are so sorry about the frustration. This is not the experience we would want for this Member, or any of our Rue La La Members.
We are so sorry about the disappointment this Member has experienced with Rue La La. Here at Rue La La, we guarantee that all of our merchandise is 100% authentic. We want our Members to feel completely comfortable with every Rue La La purchase, so we have issued this Member a complimentary return...
label for the [redacted] bag she purchased. Once we process a her return, we will refund this Member in full for her order, back to her original form of payment. Again, we are so sorry for any disappointment this Member has experienced with Rue.
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're so sorry about the disappointment that this Member has experienced with his Rue La La order. We cannot apologize enough that this Member received the wrong size [redacted] We are happy to accommodate this Member with a return-- our Concierge team has...
offered to send him a complimentary return label that can be used in returning the loafers for a full refund back to his original form of payment. Additionally, as long as we have the correct size still in stock, we are happy to place another order for this Member, for the correct size loafers. Unfortunately, however, our syste simply does not allow for direct exchanges. We're so sorry about that, and we completely understand how disappointing this might be. Our Members are the driving force behind all that we do, and we want the Rue La La experience to be fun and seamless, from start to finish.
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]
[Hi,Thanks for you response and I really appreciate your time. Regarding to your words "[redacted] Boots only have a production code on the inside of the boots next to the size." I've checked very carefully. There is no such production code inside, see the attachments please.But anyway, I've begun the return process, just make sure the refund will be back to original form of payment instead of Rue La La credits please.Thanks,[redacted]]
Regards,
[redacted]
We are so sorry about the negative experience this Member has had with Rue La La. Please know, this is not reflective of the typical Rue La La experience, nor is this the experience we would want this Member, or any of our Members to have, and we can't apologize enough. We have re-sent an email to this Member, detailing the actions we have taken to attempt to remedy the situation. This Member has been refunded in full in Rue La La credit for this mattress, and we have sent an email detailing how this Member can go about returning the mattress to us. Again, we are so sorry for the disappointment here.
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.
They stated that they would initiate a refund as soon as the package was in transit. However, not only has the package BEEN in transit since Monday, it arrived at Kaleen Rugs on Wednesday, June 4 at approximately 1pm ([redacted] tracking # [redacted]) There has been no indication on my credit card that any pending return charges have been made. Yes, they did "authorize" a return label only after I started a dispute with both the Revdex.com and my credit card, [redacted]. So I sent the rug back as [redacted] recommended that I do, which was Monday. I have not received a refund for this rug yet, so therefore I am rejecting their response. Rue la la says many things and makes many claims. However, they never seem to actually DO what they claim to do. They are a sloppy company and quick to try and assuage their customer when problems arise but their words are meaningless. I would like my refund. Regards,
[redacted]
We are so sorry about the disappointment this Member has experienced concerning order #[redacted], for the [redacted] Women's Betsy Optical Frames. We can certainly understand how frustrating it must have been for this Member not to have received these frames, and we can't apologize enough for this...
Member's experience with our Concierge team. We will be passing along the details of this situation along to our team here at the corporate office, as well as to our Concierge team supervisors, so that this does not happen again. I have refunded this Member in full for the $54.43 charge (which includes the $49.99 charge, plus $4.44 in tax - please note, the Member was not charged for shipping on this order, as the Member had free shipping from a previous order), back to the original form of payment, [redacted] ending in [redacted]. This refund should be reflected on the Member's bank statement within 3-5 business days. Again, we are so sorry for this experience, and we hope that this Member will reconsider leaving Rue La La.
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].
[Thanks for your help. I really appreciate your help. Hope this problem will be solved soon and I can get my money back. Thanks,[redacted]]
Regards,
[redacted]
Hi [redacted] - I am incredibly sorry our concierge team was unable to offer you a return label for the wallet, and that you are unhappy with the quality of the wallet. The wallet is listed as final sale on the site and the dimensions are accurately represented, which is why it was originally...
denied. However, I am happy to give you a return label as a courtesy given you are upset with the quality of the item. Please see attached return label for your convenience. Thanks, [redacted]
Hello [redacted] -I am sorry you had such a frustrating experience with our concierge staff. I understand it is frustrating when you realize you shipped a package to the incorrect address. Please note, that RueLaLa (like many other on line retailers) do not take responsibility for...
lost packages when the customer shipped it to the wrong address. We have proof of delivery to the address listed on your order as below.[redacted]
[redacted]However, as a courtesy, I am able to refund you the cost of the bag in merchandise credit only. You should see the credit applied to your account in 1-2 business days. Thank you, [redacted] at RueLaLa
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 accept the response to this complaint. The merchant had issued a free return label for the order and I have sent the wrong item back to them for refund.
Regards,
[redacted]
Hi [redacted]- I see that our concierge team was able to issue you a return label on 12/2 and it looks like the return package is currently in transit. We take authenticity concerns very seriously at RueLaLa and typically do a little research to ensure our product is in fact authentic before we complete...
the return requests. Hope you understand. Let me know if you don't see your return credit back to your original form of payment. You should see it within 2-5 business days from the time it is received in our warehouse (depending on your bank). Thanks, [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. 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. Please know, I have forwarded the details of this situation around the broader team here at the [redacted] office so we can work to make sure this kind of thing doesn’t happen again in the future. Please know, it is never our intention to trick or mislead our Members into buying items that aren’t in perfect condition. This is truly not the norm here at Rue, and I hope you give us the chance to prove this to you in the future. I have looked into the details of the situation, and it seems as though some of the product specifications may have been unclear. I apologize if this was confusing, and I want to do everything to provide you with a solution. I would be more than happy to send you a complimentary return label for the item, and we would be able to issue you a full refund or merchandise credit to put towards getting a new bag. The purse on our site; “[redacted] Albion Go Bananas Leather Tote” is indeed a product created and sold by [redacted]. It is a separate product from the “East West Tote”, which is more rectangular and the “Bowling Bag”, which is significantly larger than the one you purchased. I spoke with our buying team, and they were able to confirm that this bag was priced at $985.00 by [redacted] and other retailers. We competitively priced this 20% lower, to the price at which you were able to purchase the bag. Other retailers did [redacted] their bags down as a sale item, which you may have found on other sites, however, these were not the Go Bananas Tote with the keychain and product specifications that you received. I hope this information helps. If there’s anything else that I can do, please don’t hesitate to follow up with me directly at [redacted].
Hi [redacted] – Thank you for reaching out to us on Revdex.com to investigate your concerns. I am incredibly sorry for the frustrating experience you had with the returns process. It is not our intention for it to be misleading and apologize if any of the information proved was unclear or misleading. For...
order [redacted], I do see that your return of $179.98 went to $69.99 on credit card and $106.99 to merchandise credit. I am looking into why the refund was processed that way instead of fully on your credit card. You are correct, that your following Still Want It purchase used up most of that $106.99 merchandise credit. The way SWI works is, that if we are able to secure the product, we will fulfill the order for you with the credit card information you selected. However, merchandise credit is always used first to pay for the order. If you’d rather be able to choose how to pay for a purchase, I would recommend not selecting any Still Want It items as that is how our system will always fulfill orders. I reversed the $7 of credit you have remaining in your account and that will go back to your credit card instead. However, the remaining $99.99 merchandise credit was used to pay for orders [redacted] (your SWI [redacted] dress I assume) and [redacted] (blowout brush). Are you planning to return those? If so, I can help you with the return label if you don’t already have it. Once those are returned, I will confirm the money goes back to on your credit card. I cannot give you the return credit until the merchandise that used up that merchandise credit is returned. For order [redacted], You were refunded $34.04 on your purchase of $43.99 since refund to original form of payment was selected and mot merchandise credit. RueLaLa waives the return shipping fee of $9.95 when a member chooses to return for merchandise credit. Otherwise, there is a flat $9.95 deducted from your return credit for the return fee. However, I do see that when you contacted our member concierge team, they were able to refund you the $9.95 as a courtesy. So for this order you have been fully refunded to your credit card. For order [redacted] (the 2 body butters you sent back), our concierge team issued you a return label on 12/07 with the following tracking number: [redacted]. According to tracking, the products have not been received yet and it looks like the Label hasn’t been used yet. Do you know if sent the product out with another return package? Or, would you like me to resent the return label? I couldn’t tell in your message if you’ve already included it with other returns to us. Please confirm. Please reach out directly if you have further questions or concerns. Thank, [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.
Hello - As stated to the member, this was a mistake in our inventory and we work to correct mistakes where the products do not match our pictures on the website. The member has the complimentary return label and is able to return the incorrect product at their convenience. Once the return is processed, the return credit will be given automatically. I will remove the $20 merchandise credit as the member is insulted by the gesture and did not intend to insult our member. Thank you.
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.
Regards, [redacted]