Important information
- Customer Complaint:BBB with the use of artificial intelligence, analyzed the complaints on 9/11/24
BBB shared the findings and recommendations with Rue La La,Inc.
The findings appeared to show:
Refunds and Exchanges: High frequency of issues with returning items and obtaining refunds.
Delivery Concerns: Problems with shipping times, lost packages, and incorrect deliveries.
Service Quality: General dissatisfaction with the service quality provided by the company.
Product Quality: Complaints about receiving defective or low-quality products.
Rue La La, Inc. on 1/23/25 responded to BBB with:
We understand that it can be frustrating for our Members wanting to return items and feeling like they are not getting their service expectations met, but it is always our intention to make this process as easy for Members as possible and to get them resolution. However, we are a flash sale/off price company where our inventory is constantly being turned over and we buy in limited quantities. This does not allow for exchanges very easily as the items are usually not available in alternate sizes or colors but does allow us to offer amazing deals on high end fashion and home goods. It also means that we need to put returned items back into inventory quickly to allow other Members access to these high demand/low quantity items. As a result, in early 2024 we reduced our return window from 30 days to 21 days to quickly put these items back in stock. We did grandfather in any purchases prior to that change and allowed for extended returns for customers for about 60+ days after that policy change and still do offer exceptions based on individual circumstances. Our returns policy is clearly outlined on our site in our “Help” section under “Our Return Policy.” This section outlines our return window for returnable items, 21 days from the shipment date. This section also outlines the refund options for returnable items, if they choose Merchandise credit they can return the item without a return shipping fee (this is similar to the policy of many other online retailers), or to original form of payment with a deduction of our $11.99 return shipping fee. Also outlined are the refund timelines, which is 3-5 business days for merchandise credit and 10 business days for original form of payment (this is dependent on the customer’s banking institution as we issue credits at the time we receive the item back). This help article also explains that items marked as “Final Sale” are not eligible for returns and explains that this information can be located in the product description on the site, as well as on the packing slip. Though Final Sale items and items outside of our return window are considered non-returnable, we do provide our members with exceptions based on the individual circumstances but generally offer each Member a onetime exception no questions asked as long as the item is in original condition and in original packaging. Though not ideal, at times we have to deny both late returns and final sale returns due to multiple requests/abusive behavior on the part of the customer.
Complaints
Customer Complaints Summary
- 149 total complaints in the last 3 years.
- 53 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/04/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made the unfortunate mistake of doing business with this fly-by-night company without reading reviews or otherwise having done my usual due diligence. I ordered two items on 4/30/23, one of which (a pair of shoes) I later discovered I had ordered the wrong size. I also failed to take note that the item was listed as "final sale." The shoes were expensive, close to $100. To make a long story short, I contacted customer (poor) service, took responsibility for my error, and asked if I could exchange them for the correct size, which were in stock and available for sale. I was told they would not exchange them for me and otherwise indicated I was just out of luck as this was a final sale. Such poor poor customer service. I feel completely ripped off. The order number is **********. To anyone reading this, do not do business with this unscrupulous company...I learned the hard way.Customer Answer
Date: 05/15/2023
[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.]
Better Business Bureau:
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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
Date:04/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Rue la la is terrible Company has Disebtive business practices!!! I purchased merchands on March 30/2023 however they ship it to the wrong address. As soon as I received a text notification from ***** I try to call Rue La La however it was after an hour. I try to chat online I was advised to call back tomorrow since I am PST zone. Rue la la is East Time zone I will be able to contact and speak with customer service rap. I was advised to go to the wrong location and pick it up your merchandise. what about if i got hearted in the wrong location terrible company policy to tell the client to pick it up their merchandise in the wrong address? I will love to give you a gift of coaching I will ask you why can you pick it up my merchandise and sent it over to me rather than me picking it up because I don't work for Rue la la. after promising me a refund so many time however they gave me run around so I call my bank to cancel the transaction. after I file the dispute with my bank they said we can refund you if I remove the dispute with your bank made to remove but nothing happing with Rue la la. Finally, I communicated with the customer service rep from ********************** she mentioned don't worry when we ship the merchandise we have insurance you will get your money back but is a lie everyone is giving me different information. I don't know who to believe this is not a business practice what protection consumer has is not acceptable. Rue la la has high-end merchandise however client is not provided with when they purchase merchandise I hope a better business bureau help investigate and protect the clients. I wish I read before I purchased Rue la la no one will be able to shop in this site hope you investigate Rue la la business practices to protecte consumers
Business Response
Date: 05/05/2023
Dear *****,
Thank you for allowing us to review this issue and we are happy to assist. We have searched our systems and we are having some trouble locating an account, or order with the information provided. Can you please provide ** the order number or the associated email address and we would be more than happy to assist!
Sincerely,Customer Service
Initial Complaint
Date:03/27/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Received item (on 3/18/23) that was advertised on site as authentic/preowned in "very good" condition.Strap broke after first use.I immediately contacted Rue La La support (****) who asked me to send photos and assured me that they would send me a return label given the circumstances.I am also doubting that this item is authentic and feel like this is false/unethical advertising.Rue La La emailed today to notify me that they would not take this back for a return because I had used it:"Im so sorry to hear that your ********************** Canvas Luco (Authentic Pre didn't work out for you. I understand that you used the item once and the strap broke off. Because the item was used, we arent able to accept it as a return, exchange, nor issue a refund. Please know, if you ever need to check the return policy for an item, its listed under the ****************** section of any product page."This items cost me over $1,000 and I am astounded that they would be allowed, regardless of their policies, to refuse a return in this situation.Business Response
Date: 04/02/2023
Dear *****,
Thank you for allowing us to review. We are happy to assist. We apologize that the Louis ******* bag you recently purchased from us was damaged after it arrived. We would like to provide some additional insight into your concerns.
At Rue La La, we stand entirely behind the authenticity of our products and work diligently to offer high-quality authentic products at a great price to our valued members. Periodically, we purchase merchandise from trusted independent suppliers and not directly from the brand owner. This means that some of our items may not arrive with original packaging or dust bags, but it allows us to provide our members with the best prices for our authentic luxury items.
Though we stand by the authenticity of the Louis ******* bag, since you were not satisfied with your purchase, we would be more than happy to offer you a return for a refund on this item. This label will come directly from ****************** Be sure to check any spam or junk folders, as emails like these can get filtered out. Once your return arrives, we'll issue a refund to your original form of payment (this can take **** business days from the date it is received.)
Sincerely,
Customer ServiceCustomer Answer
Date: 04/03/2023
[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.]
Better Business Bureau:
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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved pending the receipt of the prepaid label from ***** and the credit on my original form of payment.
Regards,
***********************Initial Complaint
Date:03/25/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a *********************** Leather Boot from Ruelala for $98.36 on January 29, 2023, that I didnt receive. The date of the delivery was February 3rd, by *****, and was left in the lobby, command area of building access by tenants and tenants guests. Unsecured and visible to everyone and can be stolen.When I discovered that the item was the delivered that I didnt receive because it was not delivered to me directly. I contacted Ruelala, they refused to refund my $98.36 and that I had to fight it out with my bank, which I did over the phone.The bank said, after contacting the company Ruelala, the company provided proof that the item was shipped and thats all they had to do and that theres nothing more they can do and that the case is closed.Even though *** complained to Ruelala and ****** the delivery company used by Ruelala about this ongoing problem. ***** divers/delivery representatives continue to leave packages in the lobby unsecured visible to everyone and the possibility of being stolen, without ring my bell to alert me that my package been delivered.I also ordered an electric sonic toothbrush for $26.13, that I tried to cancel within minutes of placing the order. I called Ruelala immediately as well to cancel the order. They claimed that it could not be cancelled and that I had to wait for the item to arrive, call them, so they can provide me with the prepaid return label to return the sonic toothbrush.I returned the sonic toothbrush on February 27, 2023, with the prepaid return label provided by Ruelala. To date, I have not received my refund and Ruelala refused to refund the $98.36 for the *********************** Leather Boot I didnt receive.Business Response
Date: 04/02/2023
Dear ******,
Thank you for allowing us to review. We are happy to assist. After reviewing order number **********, we are unable to refund as there have been multiple claims of items not being received in the past year. We have proof that this item was delivered by ***** via tracking number 61299999124750212904.
In regard to your return for order number **********, we see that you were refunded on 4/1/2023 to your original form of payment. Please allow 3-5 business days for this to reflect on your financial statement.
Sincerely,
Customer ServiceCustomer Answer
Date: 04/04/2023
Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
Date:03/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 15, 2023 I ordered a set of 6 Fortessa Iced Beverage Glasses 13 ounces each. Order #**********. Unfortunately I received the 10 ounce glasses. I paid for 13 ounce but received 10 ounce glasses. I contacted Ruelala customer service via phone on March 24 and was told that they could NOT replace the glasses. They instructed me to return the glasses and when they receive them, they will refund my money. They told me the reason they could not replace the glasses is because their warehouse might make the same mistake and send me the wrong glasses again. I used a $15 credit to purchase these glasses and I have lost that credit. Now I have to spend my time and gas to travel to a shipping company to return the glasses and hope I get a timely refund.Business Response
Date: 03/30/2023
Dear ******,
Thank you for allowing us to review. We are happy to assist. We apologize that your received the incorrect item and understand your frustration. While we are unable to offer a replacement while we investigate the listing and see why you received the wrong item, we do need to receive the item back before a refund can be issued. We can confirm that you will receive the $15 credit as a part of your refund, and that can be used toward your next purchase. We have also checked to see that the tracking on your return shows that ***** marked it delivered on 3/30/2023. Please allow **** business days for your refund to be processed.
Sincerely,
Customer ServiceInitial Complaint
Date:03/23/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Louis ******* bag in 10/22 from Rue La La and after only occasional, weekend use of the bag, it began ripping in 1 area and completely tore in another area. I contacted customer service and sent pictures of the damage. I questioned the authenticity of what they claimed was a genuine Louis ******* bag, as a genuine bag would not rip after only a few uses. Once it began ripping, I could tell that it wasn't even genuine leather. I am familiar with the quality of a Louis ******* bag and this is not it! They claim that the items they sell are 100% genuine and that they stand by the authenticity of every item sold on their site. But after 5-6 emails and calls, they just kept talking about their 30 day return policy. I would like a replacement with an actual genuine bag or a refund. If they truly stand by the authenticity of every product sold on their site, they would not hide behind a return policy that doesn't address their mistake in selling me a fake Louis ******* bag in the first place. The customer service responses I received make me wonder if they are knowingly selling fake items.Business Response
Date: 04/02/2023
Dear *****,
Thank you for allowing us to review. We are happy to assist. We apologize that you are not satisfied with the ******************** bag you recently purchased from us. We would like to provide some additional insight into your concerns.
At Rue La La,, we stand entirely behind the authenticity of our products and work diligently to offer high-quality authentic products at a great price to our valued members. Periodically, we purchase merchandise from trusted independent suppliers and not directly from the brand owner. This means that some of our items may not arrive with original packaging or dust bags, but it allows us to provide our members with the best prices for our authentic luxury items.
Though we stand by the authenticity of the Louis ******* bag, since you were not satisfied with your purchase, we would be more than happy to offer you a return for a refund on this item. This label will come directly from ****************** Be sure to check any spam or junk folders, as emails like these can get filtered out. Once your return arrives, we'll issue a refund to your original form of payment (this can take **** business days from the date it is received.)
Sincerely,
Customer ServiceCustomer Answer
Date: 04/06/2023
[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.]
Better Business Bureau:
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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
Date:03/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased ******* charms through Rue La La. The order was shipped through ***** in which a delivery notification was received March 16. After looking around my home and checking with neighbors I realized the package was delivered to an unknown address. ***** was contacted and opened a case to assist with locating my package. I also notified Rue La La and requested assistance with the matter. Rue La La provided generic responses and explained they could not escalate until March 24 as they package may appear. ***** ultimately sent a notice on the case that advised all methods of finding my package were exhausted and directed me to the shipper; Rue La La, for resolution. Rue La La was notified of the same and a refund was requested. There has been no response from their Customer Support team to date. All correspondences have been uploaded for review. Ive since purchased the charms locally as they were a gift for a friend.Business Response
Date: 03/30/2023
Dear *******,
Thank you for allowing us to review. We are happy to assist. We have reviewed your order for the charms and see that they were delivered on 3/16/2023. In cases where orders are delivered to the incorrect address we ask our members to allow a 5 business day waiting period. This allows time for the recipient to refuse the package or advise FedEx/ USPS that the recipient was not at that address, and possibly reroute to the correct address.
After reviewing your order, we were happy to see that you were refunded in full on 3/24/2023 to your payment method on file. Please allow 3-5 business days for this to reflect on your financial statement.
Sincerely,
Customer ServiceInitial Complaint
Date:03/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The company of Rue La La cancelled my three orders without let me know about it. My orders were placed on Mar 5, Mar 7 and Mar 12 for the amount of $78.38, $73.47, and$ *****. First, when I called customer services a member of Staffs told me that they have cancelled because they couldn't confirm the information on the payment but, i don't understand how they could not confirm if the charges were places at my Bank account and they were there until yesterday Mar 19, 2023. then I was looking for the charges today, but they are not there. However, there were supposed to be the credit. So, the Bank says Rue La La need to give me the credits because the store cancelled the orders but, also when I speak to Rue La La they say ******** has the money.Business Response
Date: 03/28/2023
Dear *****,
Thank you for allowing us to review. We are happy to assist. We have reviewed your account and confirmed with our ************************** that they were unable to confirm the carholder information. When placing an order please make sure you use the email and phone number connected with the owner of the payment method you are using. This is to protect our members security. For these cancellations, you were not charged. We do not charge your payment method until the item ships out. However, when you first place an order, an authorization hold (like a pending charge) is placed on the card. This authorization hold typically drops off of your account within 3-5 business days.We hope this information helps.
Sincerely,
Customer ServiceInitial Complaint
Date:03/20/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have not received a response from RueLaLa.com regarding my request to provide insight into when and how much the returns were made to my account. I cannot locate them on my AMEX or Merchandise Credit in the amounts or dates noted.The total amount of the refund in questions i $330.64 for Order #**********Business Response
Date: 03/28/2023
Dear ***,
Thank you for allowing us to review. We are happy to assist.
We see that for order number **********, we refunded $330.64 to your AMEX on 2/17/2023.
We hope this information helps.
Sincerely,
Customer ServiceCustomer Answer
Date: 03/29/2023
Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have stated to you on several occasions that no such credit exists on my AMEX and have even sent you a copy of my statement. This is not an acceptable response. I have contacted AMEX and they have not received any such credit. I suggest you process it again since it never went through.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,***
Business Response
Date: 04/26/2023
Dear ***,
I have confirmed in our payment system that this was processed back in two payments. One was a refund for $95.26, and the other was for $235.38 both on 2/17 to your AMEX.
Sincerely,
Customer Service
Customer Answer
Date: 04/27/2023
[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.]
Better Business Bureau:
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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************Initial Complaint
Date:03/20/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have requested an accounting for a missing return to my original form of payment and, once gain, RueLaLa.com has provided inaccurate information regarding where and if they credited the return. I provided details regarding returns that were received that I could not account for credits back to me. They responded in vague terms that provided me no ability to confirm whether or not the returns had actually be credited.The credits owed are $53.49, $102.67, $42.79, and $134.81Business Response
Date: 03/28/2023
Dear ***,
Thank you for allowing ** to review. We are happy to assist.
For order number 1154117432, both pairs of Veja sneakers were returned and refunded. $134.81 was refunded on 2/17 and $109.13 was refunded on 3/13 to you AMEX and ***** was refunded to your Rue La La credit on 3/13.
For order number **********, the 1. State blouse was refunded on 2/17 in the amount of $42.79 to your AMEX.
For order number **********, the Maison **** dress and the *************** dress were returned and refunded. $92.68 was refunded to your AMEX on 2/17. We did notice thast you were charged return shipping and have refunded the remaining $9.99 to your AMEX on 3/28 as well.
For order number **********, the Splendid Top was refunded on 2/17 in the amount of $53.49 to your AMEX.
We hope this information helps.
Sincerely,
Customer serviceCustomer Answer
Date: 03/29/2023
Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
For order number 1154117432, both pairs of Veja sneakers were returned and refunded. $134.81 was refunded on 2/17 and $109.13 was refunded on 3/13 to you AMEX and ***** was refunded to your Rue La La credit on 3/13.
The return was from RMA#: RA1005140249 and not the return in question which was return using RMA:RA1005106353
For order number **********, the 1. State blouse was refunded on 2/17 in the amount of $42.79 to your AMEX.I have applied the credit of $42.79 for the Amicable Cashmere Sold Cashmere and Wood-**** Pashmina from Order #**********. There are not two credit for this amount on 2/17. If you are stating that the 1. State ***** was credited, then I need to know when the pashmina was credited. I have attached the paperwork.
For order number **********, the Maison **** dress and the *************** dress were returned and refunded. $92.68 was refunded to your AMEX on 2/17. We did notice thast you were charged return shipping and have refunded the remaining $9.99 to your AMEX on 3/28 as well.OK
For order number **********, the Splendid Top was refunded on 2/17 in the amount of $53.49 to your AMEX.You previously emailed me that the $53.40 return on 2/17 was for the ********************* Silk Top from Order #**********. If you are changing your statements then I need to know when the refund for the Joie top occurred.
We hope this information helps.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,***
Business Response
Date: 04/26/2023
Dear ***,
Please see the further clarification below.
For order number **********, RMA: RA1005140249 both pairs of Veja sneakers were returned and refunded. $134.81 was refunded on 2/17 and $109.13 was refunded on 3/13 to you AMEX and ***** was refunded to your Rue La La credit on 3/13.
For order number **********, RMA: RA1005106353 both Veja sneakers were returned with Softinos sneakers, and refunded on 2/17/2023 to your AMEX for $330.64, and to your store credit on 2/17 for $234.27.
he Blue Pacific Turkish 2-Tone Linen-Blend Scarf, Amicale Cashmere Solid Cashmere & Wool-Blend Pahmina and the Blue Pacific Ombre Tissue Cashmere-Blend Scarf from order number ********** were refunded to store credit on 2/17 in the amount of $42.79, and on 3/1 for $74.88 also to store credit.
For order number **********, the 1. State blouse was refunded on 2/17 in the amount of $42.79 to your AMEX.
The ********************* Silk Top from Order #********** was refunded to your AMEX on 2/17 in the amount of $53.49. For order number **********, the Splendid Top was refunded on 2/17 in the amount of $53.49 to your AMEX. There were 2 refunds of $53.49 to your AMEX on 2/17.
Sincerely,
Customer ServiceCustomer Answer
Date: 04/27/2023
Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Dear ***,
PLEASE NOTE THAT YOU MADE CREDITS ON MARCH 13TH TO MY ACCOUNT THAT YOU PREVIOUSLY NEGLECTED. YOU HAVE YET TO CREDIT ME ALL THE MONIES THAT ARE STILL DUE. YOU SENT THIS SAME RESPONSE TO ME EARLIER AND *************** THE SAME. I AM STILL MISSING THE CREDITS BACK TO AMEX AND MERCHANDISE CREDIT FOR VEJA AND SOFTINO SNEAKERS....SEE MY NOTES BELOW
Please see the further clarification below.
For order number **********, RMA: RA1005140249 both pairs of Veja sneakers were returned and refunded. $134.81 was refunded on 2/17 and $109.13 was refunded on 3/13 to you AMEX and ***** was refunded to your Rue La La credit on 3/13.- OK
For order number **********, RMA: RA1005106353 both Veja sneakers were returned with Softinos sneakers, and refunded on 2/17/2023 to your AMEX for $330.64,THERE IS NOT CREDIT IN THE AMOUNT OF $330.64 on my AMEX on that date.
and to your store credit on 2/17 for $234.27.
THERE IS NO CREDIT SHOWING ON MY ACCOUNT ON THAT DATE.
he Blue Pacific Turkish 2-Tone Linen-Blend Scarf, Amicale Cashmere Solid Cashmere & Wool-Blend Pahmina and the Blue Pacific Ombre Tissue Cashmere-Blend Scarf from order number ********** were refunded to store credit on 2/17 in the amount of $42.79, and on 3/1 for $74.88 also to store credit. - OK
For order number **********, the 1. State blouse was refunded on 2/17 in the amount of $42.79 to your AMEX. -OK
The ********************* Silk Top from Order #********** was refunded to your AMEX on 2/17 in the amount of $53.49. -OKFor order number **********, the Splendid Top was refunded on 2/17 in the amount of $53.49 to your AMEX. There were 2 refunds of $53.49 to your AMEX on 2/17.- OK
Sincerely,
Customer Service
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,***
Business Response
Date: 05/10/2023
Dear ***,
For the Veja and Softinos Sneakers from order number ********** please see the below details.
We have attached a screenshot of the $234.27 merchandise credit that went into your account on 2/17. You can see this information under My Credit, within your Rue La La account. The refund to your AMEX this was broken into two refunds one of $235.38 and one of $95.26 totalling.$330.64.
Sincerely,
Customer ServiceCustomer Answer
Date: 05/14/2023
[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.]
Better Business Bureau:
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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************
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