Rue La La

We are so sorry about this entire situationWe 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 orderThis is certainly not how we would want this Member, or any of our Members, to feel, and we cannot apologize enough hereA full refund of $was processed on 7/23/Again, we are so sorry for all of the hassle- this is certainly not reflective of practices practices 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] As usual, no apologies and a completely flippant response from this busonessI 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 orderedThe next attachment are the shoes that I receivedAs you can see, completely different you in a completely different sizeThe third attachment is the return label this company sent me to return the wrong shoes to themOn the label it clearly states “Bill to Sender.” I am clearly listed on the label as the senderIn 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]

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 helpI really appreciate your helpHope this problem will be solved soon and I can get my money backThanks, [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] Please add your rejection comments belowHow about an apology? The response the business provided just further illustrates their inability to address their lapse in customer service and a further example of passing the buckThe only reason this complaint was escalated was due to the poor treatment received from the businesses staffIt was not an enjoyable experience on my end and certainly not something that should be necessaryThis is something that could have been solved by simply providing CORRECT and timely information on the location of the merchandiseThis is a comment made by online chat personnel regarding the shipment directly from the transcript of the conversation: [redacted] (?9?/?18?/?2017? ?10?:?44?:?19? ?PM): So I have pulled up the tracking on this order and I see that this order is making it's way back to us at this timeAs far as social media "threats" are concerned, it is my right as a consumer to express my opinion of my experience with Rue La LaMy opinion is that this business needs to carefully evaluate how it services customersWhen three different employees, and different levels of employees, can't give accurate information to customers, the business should not be surprised to get complaints 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] On the business website it is still showing that the order is being processedThe full amount is also still being held out of my [redacted] accountI can't close this out until my money is released Regards, [redacted]

Hi ***- I see that our concierge team was able to issue you a return label on 12/and it looks like the return package is currently in transitWe 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 requestsHope you understandLet me know if you don't see your return credit back to your original form of paymentYou should see it within 2-business days from the time it is received in our warehouse (depending on your bank)Thanks, [redacted] ***

Hi ***, I greatly appreciate you taking the time out of your day to give feedback to our companyMembers 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 RueI have taken a look into your account, to get a further look into what happened with your piece dining setThe dining set was cancelled because of vendor reasons, which means that they accidentally priced the dining set wrong, and cancelled it because they then realizedNo member got the dining set at $999.99, as all orders were cancelledI am so sorry the we cannot honor the original price of this itemAs a token of our apologies, I have added a $merchandise credit to your accountI 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 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 resolvedI accept the response to this complaintThe merchant had issued a free return label for the order and I have sent the wrong item back to them for refund Regards, [redacted] **

We are so sorry for all of the frustration this Member has experiencedWe can completely understand how disappointing this entire experience must have been for this Member-- this is certainly not reflective of practices here at Rue, and this is not how we want any of our Members to feelWe have gone ahead and refunded this Member for her Rue chargeWe 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 brandWe have also issued her a $credit to Rue, as a token of our apologyAgain, we are so sorry for the disappointment that she has experiencedWe want to thank her for writing to us, and for being a Rue MemberWe will work hard to make sure that this sort of situation does not happen again

Hi there- Thank you for reaching out to RueI am so sorry about the disappointment you have been faced with regarding not receiving some items in your orderI can completely understand how frustrating this must be and I cannot apologize enoughIf 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 resolvedI look forward to hearing from you

Hi [redacted] - I am incredibly sorry to hear about your experience with the [redacted] bagI understand your concern and will discuss this with our brand partner immediatelyPlease 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 follwith all parties involvedI will happily refund you the entire amount in full and of course shipping as wellWe 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 backPlease understand, we do need the merchandise back before we can issue you the credit backIf you have any concerns at all, please feel free to reach back outI sincerely apologize, but rest assured you will get your money back [redacted] ***

Hi [redacted] - I am incredibly sorry for the frustrating experience you had with the returns process using the [redacted] payment methodI do have confirmation that we were able to credit you back the funds of $to you credit card ending [redacted] (***) on 12/Please reach out again or contact your bank if you do not see those funds posted by nowRegards, [redacted] ***

Hi [redacted] - Your return was processed on 12/It typically can take anywhere from 2-business days for the credit to appear back on your credit cardThank you, [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 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 transitHowever, not only has the package BEEN in transit since Monday, it arrived at Kaleen Rugs on Wednesday, June at approximately 1pm ( [redacted] tracking # [redacted] ) There has been no indication on my credit card that any pending return charges have been madeYes, they did "authorize" a return label only after I started a dispute with both the Revdex.com and my credit card, ***So I sent the rug back as [redacted] recommended that I do, which was MondayI have not received a refund for this rug yet, so therefore I am rejecting their responseRue la la says many things and makes many claimsHowever, they never seem to actually DO what they claim to doThey are a sloppy company and quick to try and assuage their customer when problems arise but their words are meaninglessI would like my refundRegards, [redacted]

We are so sorry for the recent frustration this member has experienced surrounding his Rue La La orderIt is never our intention to upset or disappoint our Members,and we cannot apologize enoughPer our Loss Prevention department, and the multiple issues they have encountered with this Member, we are unable to lift the current block on his account and issue a return or refund Again—we’re very sorryWe strive to deliver excellent customer service, and we are so sorry about the disappointment this must cause

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 creditHowever, 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 membersI realize that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Hi [redacted] – Apologies for the late replyFor order [redacted] (the body butters you sent back), I have refunded you for the amount ($back on your credit card and $back to merchandise credit)I could only put $back on your card since you paid the rest with merchandise creditFor order [redacted] (your SWI [redacted] dress), I processed your return to merchandise credit initially (since that is how you initially paid for it) for $87.99, but then I went back to your original order [redacted] and redid the credit to give you back the $to your credit card instead of merchandise creditIn total, you should see a few transactions:· $back to your Credit Card· $back to your Credit Card· $back to merchandise credit· $back to merchandise credit· $deducted from merchandise credit since I processed that on your credit card Please reach back out if you have any further concernsThanks, [redacted] at RueLaLa

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 rugs, on two separate ordersSecondly, 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 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 lackingIt's shady.Regards, [redacted]

Thank you so much for reaching outI 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 MembersPlease 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 futureThis type of situation isn’t the norm here at Rue, and we want to assure you that we always work with our shipment services to ensure that our deliveries are punctual and precise.I have looked into the details of the situation, and I am sorry if we were unclear in our request for a police statementI can assure you that it is never our intention to withhold information from, or deceive our MembersI can certainly understand how this situation would have lowered your confidence in RueWe do not want our Members to file fraudulent or duplicitous police reportsWe do not require any Member to state that their purchase was stolen; however, we do need a police report to ensure that the package was not delivered successfullyBy relating the incident as it occurred to the police, we are able to verify the processes that took place in order to find the best solution.Again, I am so sorry about this! We are able to refund you for the purse, which you should see returned to your original form of paymentIf you ever have any future Rue related comments or questions, please don’t hesitate to reach outThank you for the reaching outl, [redacted] , and for being a Rue La La Member