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:12/20/2022
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.
Hi there, I placed an order on RueLaLa's website for a total of 9 items on 12/5/22, order # **********. This order came with two separate boxes, one box had 6 items, the other one had 2 items, so it is missing one item in total. Both of the boxes came with their shipping/packing sheets, one has 6 items listed and the other one has 2 items listed, reflecting missing 1 item. I've contacted their customer support multiple times over email. At first, they kept on saying they couldn't view the images I sent, although I sent in .jpg format as they stated in the email, I then had my daughter send them the images in .pdf version, and now they kept on giving the same replies without actually read my full email and looking at their packing sheets, they now are saying that "sorry your item was unable to be located after being delivered to you", which is not true at all!!! As it clearly shows in THEIR shipping/packing sheets that came with the boxes, it's missing one pair of sunglasses! I ordered 9, they sent 8, and their shipping/packing sheets reflect that. I need their supervisor to contact me and refund me the missing pair.
Business Response
Date: 12/27/2022
Dear ****,
Thank you for allowing us to review. We are happy to assist. After reviewing your order I can confirm that one of the 9 items was canceled, the Versace Unisex VE2249 65mm Sunglasses. We have refunded you for the item that did not ship, in the amount of $106.49 to your Rue La La Credit on 12/20/2022. This is available to use on future orders now. We hope this information helps!
Sincerely,
Customer ServiceInitial Complaint
Date:12/13/2022
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.
Order ********** went to the wrong address and was not found. Did not receive a refund.Business Response
Date: 12/20/2022
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 12/1/2022 via tracking ********************. As we have proof of delivery, and there have been multiple orders not reaching you over the past 12 months we are unable to refund for this order.
Sincerely,
Customer ServiceCustomer Answer
Date: 12/21/2022
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 processUnacceptable
FAQ
Regards,*******
Initial Complaint
Date:12/01/2022
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.
Hello, i have trouble getting refund to an order from Rue la la. Order was placed on 08/26/22, order number #**********. I paid total amount of ******. Shortly after receiving my order i return it due to smell. Order was shipped back with ***** tracking# ************ and was received by Rue la la on 9/4/2022. I requested for refund as store credit and haven't purchased anything from website since then until i visited Rue la la in the beginning of November, 2022 and saw that i never received refund as store credit. I contacted rue lala over the phone and was told i will receive refund within 3-5 business days as store credit. Ever since i been contacting rue lala weekly, for 3 weeks and still havent received refund as store credit. I am being told every week that my refund was dropped and i have to wait additional 3-5 business days. Its almost been 3 months since item was returned to provide me with store credit refund. I am tired of playing their games and asking for your help to get my refund back. Thank you!Business Response
Date: 12/08/2022
Dear *********,
Thank you for allowing us to review. We are happy to assist. We have reviewed the details of this order and see that you were refunded on 12/1 to Afterpay in the amount of $65.33. You were refunded $217.73 to your Rue La La store credit on 12/8/2022. We apologize for the delay in processing this.
Sincerely,
Customer ServiceInitial Complaint
Date:11/30/2022
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 placed an order with RuLaLa last night. The app populated an incorrect address. I immediately emailed customer support. I was told I had to call. I called this morning and first I was told that they could not change the delivery address because of the method of payment. Then I was told that the order could be canceled. The woman said she was going to put me on hold, actually she hung up on me. I called back and the second woman told me that the order could not be canceled and that they would not change the delivery address so basically now I am being charged for an item that will not be delivered to a correct address. Worse yet I used PayPal (which has my correct address) and the RueLaLa app CHANGED IT so now I am literally paying for their mistake which is ridiculous. The woman then had the nerve to tell me that after they deliver it to the wrong address I may be able to contact RueLaLa and get a RueLaLa credit! Like seriously?!?! I want my money back and I want it today. Customers should not have to pay for company failures.Business Response
Date: 12/07/2022
Dear ******,
Thank you for allowing us to review. We are happy to assist. For orders placed with Paypal we are unable to change the address. When placing orders with Paypal as the form of payment the shipping address defaults to that which is on file with Paypal. We require customers to call in when making changes to their shipping address for their security.
More information on this is located on our website at the link below
https://help.ruelala.com/hc/en-us/articles/360009690174-Changing-or-Cancelling-Orders
Since this item did not arrive to your preferred location we have processed a refund to yoru original form of payment. Please allow 3 to 5 business days for the $296.79 to be refunded to reflect on your statement.
Sincerely,
Customer ServiceInitial Complaint
Date:11/19/2022
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.
Rue Lala scammed me of a return. I purchased a saint ******* sandals which I tried on at home and didnt fit, when I tried to return it , they sent it back to me without explanation. When I called to find out why it was return adding it was an error, even called twice to find out what happened., they told me it was damaged. Mind you, I only tried it on at home and it didnt fit, and I placed it right back in the box, never wore it outside. They claimed it was damaged, it just seems they dont want to give people back their money. So I am stuck with a $500 sandals I cant wear. The customer service representative and the supervisor were very friendly rude and condescending. I basically got ignored. This will be my first and last time ordering from them. BUYER beware, they will not refund your money if you do a returns, they will find every excuse in the book not to give your money back.Business Response
Date: 11/28/2022
Dear May,
Thank you for allowing us to review. We are happy to assist. We have reviewed your order and the return, and have confirmed with our ********** center that it was received damaged. We would like to add some additional insight. All returns must be received in the original condition. When we receive returns, the item are reviewed by our team in the fulfilment center, to make sure they comply with our return policy. As our fulfillment team made us aware of the damage upon receipt of the item, the item was returned to you and we were unable to accept it as a return.
For more information in regard to our return refund policy please see this link: https://help.ruelala.com/hc/en-us/articles/360009796773-Our-Return-Policy
Sincerely,
Customer ServiceCustomer Answer
Date: 11/29/2022
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,May
Initial Complaint
Date:11/10/2022
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.
Ruelala.com on its website offered a sale for men's clothing including shoes.I purchased two pair of shoes, each in stock in my size, each priced at $29.99. I paid with my credit card for each pair of shoes.Subsequently I received notice that "the merchandise you ordered is no longer available." When I complained, I then received that "we are unable to honor the original price as we confirmed this is a web error."There is no policy advertised by Ruelala.com that sales may be rescinded due to "web error."When I called and asked for the shoes, I was offered a $25 credit "for the inconvenience." I hung up.I would like to have Ruelala.com honor the contract they made with me and deliver the shoes.Business Response
Date: 11/18/2022
Dear *****,
Thank you for allowing us to review. We are happy to assist. We would be happy to add some more insight into the cancellation. we make every effort to ensure the information on our site is listed accurately to best serve our customers. If the correct price of a product is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel our order and notify you of such cancellation. Unfortunately, we are unable to honor the items at the lower price.
You can read more about our Terms of Use here: https://help.ruelala.com/hc/en-us/articles/360011471374-Terms-of-Use
Sincerely,
Customer ServiceInitial Complaint
Date:11/09/2022
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.
The business acknowledges that they received the return and that it was credited for Merchandise Credit. This is only half true and half accurate. I have provided proof that they refunded $106.92 of the $213.98 that I paid for the 2 *************** dresses, but their system indicated that the remaining $107.06 should have been credited back to my AMEX and I cannot find a credit to my AMEX. I have repeatedly requested that they provide me with information on what date this credit was made to my AMEX so that I can ensure that I received the FULL Credit for the return.Business Response
Date: 11/16/2022
Dear ***,
Thank you for allowing us to review. We are happy to assist. We have taken a look into your account, and see that the full $213.98 for both of the *************** dresses on order ********** were refunded to your Rue La La store credit on 9/14/2022. This credit has been used on subsequent orders. We apologize for any confusion in regard to where your refund was posted.
Sincerely,
Customer ServiceCustomer Answer
Date: 11/17/2022
[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:11/08/2022
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 purchased a gold bracelet in August from Ruelala and received it on 8/18. I was not happy with the quality & initiated the return online, printed out the Prepaid return label. On 8/19 i took it to ****** They attached the label, scanned it and off it went. Ruelala will not refund the purchase because the vendor told them the box arrived empty (3 weeks after they received it & only because I had been calling to figure out where the refund was. Ruelalas response was to take it up with my credit card company which so far has not been successful. I tried to file a complaint with ***** but couldnt as Ruelala is the official shipper. I would never have mailed an empty package! Ruelala has made no effort to get to the bottom of this & is leaving me w/ a large sum to pay for an item I dont have. Details below 8/19 - Item brought to ***** and mailed using the prepaid Ruelala shipping label 8/24 - item received by the vendor and signed for by GGina. Note that it says the package was over 3 lbs which would have been impossible for this lightweight bracelet as the return was small cardboard jewelry box in the original padded envelope packaging inside of a ***** envelope.8/25 - I received an email from you stating that the return had been received and processing would begin 9/8 - I emailed customer service to find out the status of the refund. I received an email in return stating that the 10 business days hadnt passed yet 9/9 - I called customer service to discuss and the gentleman checked the account and said he saw that it had been received but that they hadnt had a response from the vendor so that you all would reach out.9/12 - I called customer service again and was told that you still hadnt heard back from the vendor 9/14 - I received your email stating that the vendor hadnt received the package I then called customer service and was told that the vendor stated they had received an empty package and that you all would not refund the purchase amount.Business Response
Date: 11/16/2022
Dear ***,
Thank you for allowing us to review. We are happy to assist. After reviewing the details of your return, we have processed a refund for the 14K Italian Gold bracelet from order number **********. Please allow 3-5 business days to see the refund of $1,271.99 reflect on your financial statement.
Sincerely,
Customer ServiceCustomer Answer
Date: 11/17/2022
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:11/06/2022
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 repeatedly requested an accounting on the day, amount and where the reported refund was made since I cannot locate it on my AMEX or Merchandise Credit. This is not the first time this company has emailed that they made a refund and never did.n I would like specific information and if they neglected to refund the $35.31 they should do so immediately. The customer support group is very passive aggressive in trying to make the question go away without addressing it.Business Response
Date: 11/10/2022
Dear ***,
Thank you for allowing us to review. We are happy to assist. We strive to answer our valued customers in a timely and efficient manner. We apologize that you felt your concern was not addressed appropriately. I have looked into the refund for order number ********** and have confirmed that we have processed the refund and that it has settled on our end on 10/2/2022 in the amount of $35.31 to your **************** on file. We are sorry that you feel you were not responded to appropriately. We hope this information helps!
Sincerely,
Customer ServiceCustomer Answer
Date: 11/16/2022
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.
Please read the DETAILS of the email provided.
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: 11/21/2022
Dear ***,
The details we provided to your response included the date, order number, amount and where the refund was processed to. If there is additional information that you would like for us to provide we would be more than happy to. The refund for order number ********** was processed on 10/2/2022 in the amount of $35.31 to your American Express.
Sincerely,
Customer ServiceCustomer Answer
Date: 11/28/2022
[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:11/05/2022
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 received confirmation from RueLaLa that they failed to credit my account when I reported an issue and they assigned Support Ticket # *******. They emailed me on Sept 21, 2022 that they were refunding $139.08 back to my original form of payment. I have reviewed my AMEX bill for 10 day following this date along with the Merchandise Credit portion on their website. I have not received the refund as promised.Business Response
Date: 11/10/2022
Dear ***,
Thank you for allowing us to review. We are happy to assist. I have looked into the refund for order number ********** and have confirmed that we have processed the refund and that it has settled on our end on 7/29/2022 in the amount of $139.08 to your **************** on file. We hope this information helps!
Sincerely,
Customer ServiceCustomer Answer
Date: 11/16/2022
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 shown that the $139.08 credit to my AMEX on 7/29/22 was for the ******************;Cashmere Pullover, Size Small, Order #********** also returned with the same RMA # in the same box.
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: 11/21/2022
Dear ***,
The *********************** Cashmere Pullover from order number **********, was refunded to your **************** on 8/5/2022 in the amount of $139.09.
Sincerely,
Customer ServiceCustomer Answer
Date: 11/30/2022
[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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