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]

Hello - Thank you for reaching out to us on Revdex.com to investigate your concernsI am incredibly sorry for the frustrating experience you had with our concierge team regarding your lost orderI have taken a look at the information provided on your incidence and account and wanted to let you know we do not have Police Report on file for you regarding your lost orderYou mention that you’ve sent it but if you can send that along to me directly, I can make sure we validate it with the Police DepartmentThanks and look forward to hearing from you.Regards, [redacted] ( [redacted] )

We are so sorry that this member has had a negative experience with Rue La LaWhile we guarantee that all items sold on Rue La La are 100% authentic, we are very sorry that this Member is not pleased with the Ferragamo items they have receivedWe will allow the Member to return all four items, and will refund the total original purchase amount back to this Member’s original form of paymentWhen we took a peek into this Member’s account, we saw that their only other Rue La La order (# [redacted] ) resulted in a charge-back, though the Member did not contact our Rue La La Concierge team at all prior to the charge-backThis Member should be advised that our Rue La La Concierge team is available via phone at [redacted] or by email at [redacted] We are happy to help this Member with all of their concerns and issues when they initially ariseI’ve gone ahead and emailed this Member a return label to their [redacted] email address (they should definitely make sure to check their spam and junk folders, as these messages occasionally get filtered)It may take up to hours for that return label to arrive at their inboxOnce the return is processed, we will refund the original purchase amount back to their original form of payment (it may take from 5-days for this refund to be reflected on their bank statement)We’re so sorry again for all of the trouble this Member has experienced

We are so sorry about the negative experience this Member has had with Rue La LaPlease 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 enoughWe have re-sent an email to this Member, detailing the actions we have taken to attempt to remedy the situationThis 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 usAgain, 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 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 about the disappointment this Member has experienced concerning order # [redacted] , for the [redacted] Women's Betsy Optical FramesWe 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 teamWe 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 againI have refunded this Member in full for the $charge (which includes the $charge, plus $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 ***This refund should be reflected on the Member's bank statement within 3-business daysAgain, we are so sorry for this experience, and we hope that this Member will reconsider leaving Rue La La

We are so sorry about the negative experience this Member has had with her recent Rue La La orderAlthough we guarantee that all items purchased on Rue La La are 100% authentic, we cannot apologize enough that this Member was not pleased with her bag, and gladly accepted it back as a return Furthermore, we are so sorry about all of the hassle she has experienced in returning the bagWe have looked over this Member's account, and we have refunded her in full for the Prada bag, back to her original form of paymentThis refund was initially processed on 7/8/2015, and may take 5-business days from that date to be reflected back in her bank statementAgain, we apologize for this entire situationOur Members are the driving force behind all that we do here, and we are so disappointed that we let this Member down

Hi [redacted] - I was able to confirm the shoes were listed as final sale at time of saleHowever, the final sale tag and verbiage could be more prevalent on the product page and oftentimes members do miss itI can gladly offer you a return exception in this caseWould you like your return credit back as merchandise credit for the full amount or to original form of payment (less the $for the return shipping fee)? Additionally, if you are returning the other shoes I can include all 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 possibleThanks, [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 deniedHowever, I am happy to give you a return label as a courtesy given you are upset with the quality of the itemPlease see attached return label for your convenienceThanks, [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]

I am so sorry about this! I took a look into the details of this order, and see that the refund did initially failPlease 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 futureI 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-business daysOf 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 solutionAs a token of our apology, I have also credited your Rue La La account with $of merchandise credit to put towards something nice from one of our upcoming boutiquesSorry 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 generousEspecially given that there was no Rue La La error in this situationI am so sorry for the disappointment here!

I'm so very sorry for this situationAgain, it is never our intention to mislead our membersI have refunded you $back to your original payment for your order# [redacted] , and$for your order # [redacted] You should see this refund reflected in your bank statement within 3-business daysSo sorry again for all of the back and forth here

Hi [redacted] - I do apologize for the experience you hadIt is and has been our policy (as well as many other online retailers) to issue return credit once we receive the merchandise back, so that is why we cannot issue return credit until we can validate the merchandise has been delivered to our returns facilityWith regards to your interaction with our member concierge agents, I will be reviewing their service interactions to understand where there might be opportunity to coachThank you for the feedback

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

Dear [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 buyers to ensure that our deliveries are punctual and preciseWe want to assure you that we stand by the authenticity of all the items sold on siteAll of our items are 100% authenticThat being said, we want to make sure that you are satisfied with your purchaseWe would be more than happy to issue you a complimentary return label for merchandise credit that you can put towards finding something perfect on siteI have attached the label to this emailIn the meantime, please let me know if there’s anything else that I can doSincerely, [redacted] , Office of the CEORue La La

Again, we are so incredibly sorry for all of the frustration hereIt is certainly never our intention for any of our Members to feel wrongly accusedHowever, 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 attentionWe're simply unable to lift the block on her accountAgain, I'm so sorry for all of thisOur Members are the driving force behind what we do here at Rue, and we strive to deliver a fun and seamless shopping experience for everyoneI cannot apologize enough for the disappointment here

Dear ***, 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, ***. 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.

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]