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
- 148 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:03/16/2023
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.
To whom it may concern,My name is *******************************. Im a customer of Rue Lala for several years. I would like to bring to your attention the issue Im having with your company and trust that you will be able to assist and resolve this matter in a timely manner. On February 25 2023 I received an alert from my credit card letting me know that the charge was made from Rue Lala in the amount of $616.45. When I looked on my Rue Lala accnt. I realized that the item that was in my cart was processed. FIY, the item was in my cart and I did not authorize the check out. I did not press place order, I dont have kids in my house who play around with my phone. This seems like a glitch in the Rue Lala system that allowed for the order to process. I also did not receive a confirmation email that the order was placed (as I usually receive emails from Rue Lala when placing orders) nor did I get an email that the order was shipped out. Getting back to the day I saw a credit card alert for $616.45, I called Rue Lala customer service immediately and explained to them that I did not authorize this purchase and would like to cancel the order. The customer service representative explained that they are not able to cancel the order because it shipped out already. The representative suggested that once I receive the order I should call back to Rue Lala and arrange a return. The representative assured me that the return will be processed without any issues or delays.I received the order on March 8 2023 right away called Rue Lala to arrange the return as promised by the representative. ****** (representative) answered the call and proceeded to tell me that the item is Final Sale and is not available for return. I proceeded with explaining ****** the whole story from the beginning where I mention that there should be notes from my previous call documenting that the return will be granted once item returned. ****** did not want to hear about it and keeps insisting that the item in not returnable. I have a picture of my order to proof that nowhere on that order it states that the item is marked as Final Sale. As you can understand Im frustrated and disappointed at the way this issue is being handled. I trust your judgment and understanding to resolve this matter ASAP.Thank you *******************************
Business Response
Date: 03/23/2023
Dear ****,
Thank you for allowing us to review. We are happy to assist. We were happy to see that one of our representatives was able to provide you with a complimentary return label for the item on 3/17/2023. We are sorry for the frustration you experienced with the first representative and are looking further into this.
Sincerely,
Customer ServiceInitial Complaint
Date:03/11/2023
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 received a different pair of jeans than the ones I ordered. RueLaLa.com has not responded to my request to advise me on how to return them at no cost to me AND to refund the $74.89 that I was charged for the jeans I never received. The refund must go back to my **************** and not a Merchandise Credit since I paid with my credit cardBusiness Response
Date: 03/17/2023
Dear ***,
Thank you for allowing us to review. We are happy to assist. We have reviewed your account, and see that we provided you a label on 3/12. This return label was attached to an email from one of our representatives, and should have also come directly to your inbox from ****************** We have also confirmed that thi refund will be going to your AMEX on file. Please allow 10 business days once the return is received by our returns team for your refund to process.
Sincerely,
Customer ServiceInitial Complaint
Date:03/01/2023
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 what were advertised as new, authentic ***** espadrilles from Rue La La. After one wear which was for about 2 - 3 hours, the threading started unraveling on the inner side of the left shoe. They refused to do anything about it. I will have the show authenticated as it is unbelievable that a brand new pair of authentic ***** shoes would start falling apart after a single short wear. Further, why not take it back or replace it? ************ would honor their return. It is suspicious and horrible customer service for them to refuse to take any responsibility or to be held accountable in this situation:Business Response
Date: 03/08/2023
Dear ******,
Thank you for reaching out and we were happy to take a look. Here at Rue La La, we offer a 30 day window to return any returnable items or report any damage/defect upon arrival. The items must not be worn and/or washed. In this case, because the shoes arrived in perfect condition and the damage occurred after wearing, we are unable to accept these as a return. We are sorry this is not the resolution desired, and hope this provides additional insight.
Sincerely,
Customer Service
Customer Answer
Date: 03/10/2023
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 already acknowledged that the shoes were worn. However, it was ONCE for a couple hours. I did not run, jump, speedwalk, or walk on rugged terrain in them. Given the brand and how much they cost, that should NOT happen. Authentic ***** shoes do not unravel after one wear for a couple hours. They may have seemed fine in the box prior to being worn but clearly there was a problem with their construction. It is appropriate for the seller to take responsibility and at least replace the item if they are authentic *****. The seller would be able to return them to ***** for refund/replacement unless there is something suspicious about how/from where these shoes were acquired.
Regards,Leisel
Business Response
Date: 03/17/2023
Dear ******,
Thank you for allowing us to review. We are happy to assist. We understand your disappointment, however we are unable to accept items for return that have been worn. We stand by the authenticity of all of the products sold on our site. We provide our members with 30 days to review their purchases and make sure they are the perfect fit for them in every possible way before they are worn or used. This is also to allow our members to make sure that the item is in top condition. As this item was purchased on 2/13 and has since been used, we are not able to accept this as a return or offer a refund at this time.
Sincerely,
Customer ServiceCustomer Answer
Date: 03/20/2023
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,Leisel
Initial Complaint
Date:01/30/2023
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.
Last October I purchased a 14k gold Italian ring for $259.99 from Ru La La. The ring developed a hole on the side and the hole kept getting bigger every day. On January 25, 2023 I called customer service to report the problem. I asked for product credit and was told that it exceeded 30 day return policy. I escalated to upper management and was told the same thing. I argue that the ring fell in a different category than garments. The ring is a metal object and I expected to last a lifetime not 30 days. My argument got me no place. I want full refund or full credit. I have been a loyal customer. Spending lots of money. Expected a lot more then this.Business Response
Date: 02/08/2023
Dear *****,
Thank you for allowing us to review. We are happy to assist. After reviewing your order, we are happy to provide you with a return label to return the ring for a full refund to Rue La La store credit. This label will come directly from ****************** and should arrive in ***** hours. Be sure to check any spam or junk folders, as emails can get filtered out. Once we receive the returned item, we will process your refund. Please allow **** business days for the refund to process once we receive the return.
Sincerely,
Customer ServiceInitial Complaint
Date:01/29/2023
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.
Ordered three separate orders for merchandise. All three orders cancelled, stating items could not be filled, yet the day after January 29th site shows a style that I purchased still available. The company cancelled my order for no good reason except for in my opinion listed item at low price. The items were paid for and was a big sale. Cannot believe a company like this cancelling all orders. I can understand one but three orders that totaled over $3600. This is response I received:Dear *******, This email is a follow-up regarding order **********. I am sorry that your items are no longer available. Unfortunately, we don't have insight into the exact reason the item is no longer available. Please know, you were never charged for the order. An authorization hold (or pending charge) was placed on your credit card, but this amount will drop off within 3-5 business days. and Dear ******, This email is a follow up regarding order **********. I am sorry that your ************************************* Louloulight Leather Flip Flop is no longer available. Unfortunately we don't have insight into the exact reason the item is no longer available. Please know, you were never charged for the order. An authorization hold (or pending charge) was placed on your credit card, but this amount will drop off within 3-5 business days. If you have any additional questions you can reply directly to this email, or you can chat with one of our Concierges, between 9am and 9pm ET, by clicking here or calling us at **************. Thank you, ******, for being a Rue La La Member. Sincerely,******** Your Rue La La Concierge Team If you have any additional questions you can reply directly to this email, or you can chat with one of our Concierges, between 9am and 9pm ET, by clicking here or calling us at **************. Thank you, *******, for being a Rue La La Member. Sincerely,Amber Your Rue La La Concierge Team Ridiculous all orders cancelled.Business Response
Date: 02/06/2023
Dear *******,
Thank you for allowing us to review. We are happy to assist. While we do not have insight into the exact reason that your order was canceled, we would like to provide additional information. These items may have been canceled for a variety of reasons, including but not limited to changes in inventory, items not passing quality inspection, etc. For more information please visit our terms of use listed on our website here: *****************************************************************************************;
Sincerely,
Customer ServiceCustomer Answer
Date: 02/07/2023
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,*******
I can understand if some items cancelled. All items were cancelled and site showed two sizes I ordered still available after items cancelled. If items were not available why would items still show on site as available???? Very bad business practices!!!
Business Response
Date: 02/13/2023
Dear *******,
Thank you for your response. We apologize for any inconvenience this may have caused. As a token of our apology we have added a $30 Rue La La credit to your account, that will automatically apply at checkout on your next order.
Sincerely,
Customer ServiceInitial Complaint
Date:01/21/2023
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 have been a RueLaLa customer for years. Ive spent thousands of dollars on the website. Last year, I decided to cut my spending and contacted the RueLaLa concierge to cancel my ************. I was assured my shipping charge for the year would not be charged. I trusted that this occurred. This week I received an email noting that the ************ charges were to be charged for 2023. I sent an email to the concierge explaining that I had cancelled LAST year!! The response was basically, sorry we wont refund your money since its been so long. Its really unfortunate. I had multiple contacts with the company and the concierge over the years. Most of my interactions were positive and helpful. Obviously, something has changed. **************** is not the priority.Business Response
Date: 01/31/2023
Dear *****,
Thank you for allowing us to review. We are happy to assist. Please find the below information about your returns. We would like to apologize for the inconvenience. We have reviewed your account and have confirmed that since the free shipping was not used we are able to refund the shipping membership. Please allow 3-5 business days for the $54.15 refund to be processed to your original form of payment.
Sincerely,
Customer ServiceInitial Complaint
Date:01/19/2023
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 cannot reconcile the returns I made with the credits back to my AMEX. RueLaLa has failed to credit my account in the past and I am asking for details regarding specific items as to when they were credited and the total credit amount. They often bundle items returns into one large credit but provide no insight. I have provided emails stating that the items have been credit and three items the email states that the items have been returned, but I have never received a confirmation that they have been credited. Their response was initial avoidance and not it is just rude. No details, no specifics, they err constantly which is why I am diligent in tracking returns.Business Response
Date: 01/27/2023
Dear ***,
Thank you for allowing us to review. We are happy to assist. Please find the below information about your returns.
Valentino by ***************************** Baby Soave Leather Belt Black, Medium from order number ********** was refunded to your AMEX on 1/7 with the Valentino by ***************************** Baby Soave Leather Belt size small on the same order for the amount of $180.26.
Valentino by ***************************** Baby Soave Leather Belt Blue, Small from order number ********** was refunded to your AMEX on 1/7/23 with the Valentino by ***************************** Baby Soave Leather Belt size medium on the same order, in the amount of $256.78.
********************* shirt jacket, Navy, XS from order number ********** was refunded to your AMEX on 12/13/22 for $213.99.
******************* Linear Shine Jacket, Black, XS for order number ********** was refunded to your AMEX on 1/7/2023 with ******************* Linear Shine Pant in xs, and s for the amount of $192.57.
Splendid Gauze Pant, White, XS from order number ********** was refunded to your AMEX on 1/7/2023 with all other returns from the order in the amount of $995.65. We did note that you were debited for the return shipping and we refunded **** on 1/26/2023 total refund to $1005.64.
******************* Gatsby Jacket, Black, 0 from order number ********** was refunded to Amex on 1/7/2023 for the amount of $149.79
******************* Gatsby Jacket Black, 2 from order number ********** was refunded to AMEX on 1/7/2023 with ******************* Gatsby Jacket sz 4 from the same order in the amount of $29****.
Valentino by ************************************* Leather Wallet, Pink from order number ********** was refunded on 1/7/2023 to AMEX for the amount of $102.72
Splendid Gauze Pant, White, S from order number1147430373 was refunded to AMEX on 1/7/2023 with the Splendid Gauze Pant XS from the same order for the amount of $128.38.
We hope this information helps.
Sincerely,
Customer ServiceCustomer Answer
Date: 02/04/2023
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.
[I had applied the return for$256.78 to the two Valentino Best Embossed Leather Belts, Blu, Sizes Small and Medium. I now need to know how those were credited
I returned the ********************* shirt jacket, Navy, XS on 1/3/23 along with all the other items and have provided you with the paperwork previously. It is impossible that it was credited back to AMEX on 12/13/22.
I have NO CREDIT for $299.99 appearing on my AMEX for the return of the two Gatsby Black Jackets. Did you not process it?
.] I h
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: 02/10/2023
Dear ***,
Thank you for allowing us to review. We are happy to assist. Please find the below information about your returns.
The two ***************************** Embossed Leather Belts, Blue, in Sizes Small and medium, from order number ********** were refunded on 1/7/2023 for the amount of $256.80 to your Amex.
The ***************** Utility shirt Jacket, Navy, in size S, from order number ********** was refunded on 12/13/2022. The item in XS from this same order was refunded on 2/10/2023 in the amount of $213.99 to your Amex.
The two ******************* Gatsby Black Jackets in size 2 and 4, from order number **********, were refunded on 1/7/2023 in the amount of$299.58 to your Amex. The ******************* Gatsby jacket in size 0, from order number **********, was refunded on 1/7/2023 in the amount of $149.79 to your Amex.
Sincerely,
Customer ServiceCustomer Answer
Date: 02/17/2023
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.
Sincerely,
Customer Service.] //SEE ATTACHED....THE STATEMENT REGARDING THAT THE SPLENDID GAUZE PANT, WHITE WAS INCLUDED IN THE $995.65 RETURN FOR THE **** ITEMS IS INCORRECT. I AM STILL OWED A CREDIT FOR THIS ITEM IN THE AMOUNT OF $64.19. I RETURNED BOTH A SIZE SMALL AND XS AND ONLY RECEIVED A CREDIT FOR ONE.
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: 02/24/2023
Dear ***,
The Splendid Gauze Pants, sizes small and extra small, from order number ********** were refunded on 1/7/2023 in the amount of $128.38 to your AMEX. This amount is for both items and the tax as well.
We apologize for the miscommunication.
Sincerely,
Customer ServiceCustomer Answer
Date: 02/27/2023
[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:12/28/2022
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 ordered ********* one stud handbag for $3085.65 one 08/02/2022. My expected delivery date was 08/09/2022. But I didnt receive anything. I repeatedly contacted customer service in regards for buy order but they refused to issue me refund and asked me file a dispute with bank. For such high price item they didnt had direct signature required or anything. Which is very irresponsible on their end.I want my refund as its not my fault infect its their fault that their carrier lost the package.Business Response
Date: 01/02/2023
Dear *****,
Thank you for allowing us to review. We are happy to assist. After reviewing your order we see that this item was delivered to the address on file on 8/13/2022 via tracking C11782003498366. As we have proof of delivery, we are unable to refund for this item.
Sincerely,
Customer ServiceCustomer Answer
Date: 01/03/2023
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.
The proof of delivery doesnt show where it was delivered or delivered at all. Does it show any signature? I dont think this proof of delivery is legit. As driver could have marked it deliver without delivery as there is no signature required. Which is a wrong at your part for shipping it such a high amount item without signature requirements.
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,Sidra
Business Response
Date: 01/11/2023
Dear *****,
Thank you for your response. We have reviewed the order multiple times and are standing by the proof provided by our carrier. As this item shows delivered to your address, we are unable to refund for this item and advise you to dispute the charges with your financial institution.
Sincerely,
Customer ServiceCustomer Answer
Date: 01/12/2023
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,Sidra
Initial Complaint
Date:12/26/2022
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 shopped with RueLaLa for over 10 years. A few months ago, I ordered a handbag and then realized the order had the wrong shipping address. I called in and asked that the address be changed immediately. I happen to have 2 accounts with RLL and it appears that for some reason instead of referring to the order I had just placed they placed a NEW order from the other account rather than just changing the ship address on the order I placed. I received 2 of the same bag, with a different order number. I went online to return both bags and printed out shipping labels for each but somehow the return ship labels were the same number, so when I went to *** to do the returns on a timely basis they were both rejected. I contracted COVID so by the time I could call to get 2 different shipping labels it was past the 30 day return ***** I wrote in and explained all of this and they would not accept the returns. My point is that they should AT LEAST accept the return of the item I DID NOT ORDER and which was the result of a mistake on the part of the person who was supposed to change the ship address on the order I did place. I spent years in the direct marketing business and I imagine it is still illegal for a company taking online orders to send merchandise to someone who did not order it. I will be happy to ship the NOT ORDERED second bag back if they credit me for the bag. In addition, I request as a loyal customer that because the NOT ORDERED bag is what held up the return due to confusion caused by the shipping label problem, that they accept the bag I did order despite the delay. Otherwise I will no longer order from this company. The consequences of sending me something I did not order and then charging me for it will then be pursued by me with the federal authorities overseeing these types of scams.Business Response
Date: 01/02/2023
Dear *******,
Thank you for allowing us to review. We are happy to assist. We apologize for any inconvenience youve experienced in regard to these items. We were able to confirm that you were resent the labels on 12/8/2022. Since you were unable to find these labels, we have sent you a new label that is for both of the bags. This label will come directly from ****************** Be sure to check any spam or junk folders, as emails like these can get filtered out.Once we receive the returned bags, we will process your refund. Please allow 3-5 business days for the refund to process once we receive the return.
Sincerely,
Customer ServiceCustomer Answer
Date: 01/03/2023
[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.Thank you for resolving this matter appropriately.
Regards,
*****************************Initial Complaint
Date:12/22/2022
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.
First they owe me a refund, waited ten days and still nothing, I called again this morning, and the *** was very rude, giving or telling me , false info cause he hadnt bother to check the emails, when I request a supervisor he put the call on hold, came back just to ask why I had email something about reporting them , he is rude, lack of customer skills, didnt resolve anything nor did he allow me to speak to a supervisor.Business Response
Date: 12/27/2022
Dear ******,
Thank you for allowing us to review. We are happy to assist. We apologize that you feel your experience was not the best with one of our representatives. We would like to add some additional insight. Your item from Order number ********** was received at our returns center on 12/13. It can take up to 10 business days for your refund to reflect. This allows us time to review the returned item, provide the refund, and for your bank to process the funds into your account. This means that the latest your refund should have been reflected into your account was 12/27. We do see that the refund was processed earlier than expected on 12/22 though. We hope this information helps.
Sincerely,
Customer Service
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