Rue La La

[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 yetI will wait until I receive the mailing label that includes all three pair of shoes Regards, [redacted]

Hi *** -I've reviewed the details of your issue and am incredibly sorry for the frustrationI do see that our concierge team issued you a credit back to your CC on 9/and should have posted by nowHowever, 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 problemHave 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 about the disappointment that this Member has experienced with his Rue La La orderWe 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 loafersUnfortunately, however, our syste simply does not allow for direct exchangesWe're so sorry about that, and we completely understand how disappointing this might beOur 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: Thank you for working with me and for understanding where I was coming fromI have decided to keep the bagsI 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 authenticHowever, 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 difficultI was pleasedto know that the bags are actually authentic because I really love themAlthough 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 thisAgain thank you for your time and considerationSincerely, [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 below Regards, [redacted]

We're so sorry for the disappointment this Member has experienced hereWe 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 placeAs of October 5th, the full refund of $should be processed in full (two refunds of $were processed on 8/25/and 9/23/15, and the remaining $has been processed on 10/5/15)Again, we can't apologize enough for all of the frustration hereThough this by no means makes up for the hassle this Member has experienced, we have added $in this Member's Rue La La account, as a token of our apologyWe will make sure to pass along the details of this situation to our team, so that this doesn't happen again

I’m so sorry about the frustration surrounding the member’s recent Rue La La orderWe guarantee that all items sold on Rue La La are 100% authenticIf the member is not absolutely thrilled with her purchase, I would be happy to make an exception here, and assist in a return ofher order # [redacted] .I’ve issued her a complimentary return label to use for the [redacted] Leather ClutchHer return label will be sent to her [redacted] email address, and will arrive in her inbox within hours (please make sure to check the spam and junk folders, as these labels are occasionally filtered, and please reach out to me if she doesn’t receive the labels within that time-frame)Simply follow the instructions on the label, and she will receive a full refund back to her original form of payment within7-business days of her return being processed.Again, I’m so sorry about the frustration herePlease know that I’ve forwarded the details of this situation to our broader team here at the corporate office so we can be thinking about and discussing her commentsOur Members mean the world to us, and I know we can provide her a better experience in the future.Tell us why here

Dear ***, Thank you so much for reaching outI am so sorry about this frustrating experienceMembers 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 MembersI have looked into the details of the situation, and it seems as though there was an issue with our Brand Partner with this inventory setBecause of this, the incorrect rugs were sentIt is never our intention to mislead or deceive you, and we work to honor all of our prices on siteI can certainly understand how disappointing this must have been for you and I can’t apologize enoughWe 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 futureI know we can do better going forwardPlease don’t hesitate to follow up with me directly at [redacted] if you have any further questionsWe really want to do everything we can to make this right, ***

We are so sorry for any disappointment this Member has experienced hereIt 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 purchasedI am happy to help hereHowever, 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 replacementThe 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 scaleI 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 hereWould it be possible for this Member to send pictures of this item to ***@ruelala.com? I would be happy to take a closer look into the discrepancies, and figure out how better to resolve this issueWe have issued the Member a complimentary return label, but I have issued the Member a $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 ***@ruelala.com, and I would be happy to look into alternate resolutions hereAgain, we are so sorry about the frustrationThis is not the experience we would want for this Member, or any of our Rue La La Members

We are so sorry for the frustration this Member has experiencedThis is certainly not the Rue La La experience we would want for any of our Members, and we truly cannot apologize enough for the hassle herePlease know that we take our Members' comments very seriously, and we will absolutely share this Member's feedback with our greater team here at the corporate officeI have gone ahead and refunded the Member in full for the her order, and have made sure that this refund of $(as well as the remaining merchandise credit in the amount of $17.41) is converted back to her original form of payment, her [redacted] ending in ***It may take from 5-business days for this amount to be reflected in the Member's bank statementAgain, we are so sorry for all of the disappointment here, but we sincerely thank this Member for her comments