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: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 returned a number of items in one box with RA# **********. I have emailed the supervisor for RueLaLa twice and have received no response to my request for an accounting of why they did not return 4 items on the same day as the rest of the items. I want a return or information on the day and amounts that were already credit for these items. They all were returned for a credit back to my AMEX and I paid a shipping charge of $9.99 for them to do that. The rest of the items I could account for as all being credited on October 2, 2022.
Business Response
Date: 11/08/2022
Dear ***,
Thank you for allowing us to review. We are happy to assist.
The below items were refunded on 10/2/2022 for the amount of $173.72 to you American Express.
7 For All Mankind Ace Modern Short- size 32
7 For All Mankind Ace Modern Short- size 34
Calme by ****** Was Drape Tank Top- size small
The ********************* Contour Neck Silk & Cashmere-Blend Size small was not processed by our fulfillment team. We have processed the refund of $106.99 to you on 11/8/2022. Please allow 3-5 business days for this to process.
The ***** be Cutter Vest was refunded on 10/2/2022 in the amount of $35.31 to your Amercian Express.
I hope this information helps!
Sincerely,
Customer ServiceCustomer Answer
Date: 11/09/2022
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 will not close this case until I SEE that all items have been refunded. This is the 4th item in a month that was "missed" on refunds.
"The ********************* Contour Neck Silk & Cashmere-Blend Size small was not processed by our fulfillment team. We have processed the refund of $106.99 to you on 11/8/2022. Please allow 3-5 business days for this to process."
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: 11/15/2022
Dear ***,
We apologize that this item was not refunded to you originally but can assure you it was processed to your account on 11/8/2022. Please allow 3-5 business days for this refund to appear on your statement. This timeframe allows time for your bank to process and post those funds to your account. We hope this information helps!
Sincerely,
Customer Service
Customer 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.
This is a very generic message and does not address which items, the amount and the dates I will receive the refund and if they will be for merchandise credit or refunded to my AMEX. There are 5 items that were lacking from this return. Please provide specifics:
7 for Mankind Ace Modern Shorts, Sizes 32 and 34
Elie Tahari Contour Neck Silk Cashmere Blend, Size Small, Navy
****** Was Drape *** Top, *****, White
Tyler Be Cutter Vest, Size 2, Navy Multi
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 ***,
We apologize that our prior message was not clear. All of the items in question have already been refunded to your ***************** Please see the detailed breakdown with dates and amounts below.
The below items were refunded on 10/2/2022 in the total amount of $173.72 to your *****************
7 for Mankind Ace Modern Shorts, Sizes 32 ($65.46 including tax)
7 for Mankind Ace Modern Shorts Size 34 ($65.46 including tax)
****** Was Drape Tank Top, Small, White ($42.80 including tax)
The below item was refunded on 11/8/2022 in the amount of $106.99 to your **************** .
********************* Contour Neck Silk & Cashmere-Blend Size small
The below item was refunded on 10/2/2022 in the amount of $35.31 to your *****************
***************** Cutter Vest, Size 2, Navy Multi
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,
*********************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 returned several items in the same box with the attached paperwork. They did not give me credit for the ******* Stars Due Swing T-shirt, OS, White. I have emailed the Supervisor twice and have received no response to my request for an accounting as to why this was NOT returned or if it was credited back to my AMEX on a different day from the rest of the items returned.Business Response
Date: 11/08/2022
Dear ***,
Thank you for allowing us to review. We are happy to assist. We were able to see that this was returned and have processed a refund for the amount of $20.33 to your Rue La La credit. As this was paid for using Rue La La credit, we are unable to refund to your Amex. Please allow 3-5 business days for this to reflect into your account.
Sincerely,
Customer ServiceCustomer Answer
Date: 11/09/2022
[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:10/26/2022
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 the Legacy Dining Table Order ##********** on September 2nd, 2022. After receiving the item over a month later on October 7th, 2022 I determined the shipment was incomplete. I am missing the hardware necessary to assemble the table. I have all of the table pieces however no hardware to assemble the product, therefore rendering it useless. I reached out to **************** on October 14th, 2022. I received a response advising **** would be reaching out to the shipping team and I would receive a response regarding replacement hardware in 3 - 5 days. I waited patiently with no follow up and no response. I have reached out to **************** on three more occasions - most recently October 19 and October 24. I have received no further communication or assistance. I am now stuck with a high end dining table lying in pieces on the floor of my home that I paid a premium price for that I am unable to do anything with due to missing the hardware necessary to complete and assemble the table.Business Response
Date: 11/04/2022
Dear **********,
Thank you for allowing us to review. We are happy to assist. We would like to apologize for the delay in receiving the hardware for your table. As this item was sent from one of our *************** we have been diligently working with them to provide you with the hardware. We have confirmed that our Brand Partner is sending you the hardware for the Legacy Dining table, and will provide you with the tracking number for the shipment as soon as it becomes available. As we understand that this has taken far longer than expected, we have added a $50 credit to your Gilt account as a token of our apology and to thank you for being a Gilt member. This credit will apply automatically to your next Gilt purchase.
Sincerely,
Customer ServiceCustomer Answer
Date: 11/15/2022
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 # ********.
In regards to the proposed resolution - I have still not received replacement hardware for my furniture I purchased on 09/02/2022 almost three months have elapsed. The table is rendered useless until the hardware is obtained. I cannot even attach the base of the table to the legs. I have no intention of ever purchasing an item from this website again so the credit offered does not serve as any consolation for the continued stress, delay, and burden this table has caused me. I even reached out to a ********* regarding assisting me with assembly however it appears there are also defects with the pre drilled holes and likely I will spend more money trying to assemble this table than the original cost of the table itself. I purchased this table nearly three months before Thanksgiving with the intention of hosting Thanksgiving dinner yet my family will likely be eating off a folding table as I continue to struggle to receive any acceptable resolution regarding this continued matter.
FAQ
Regards,*****************
Business Response
Date: 11/23/2022
Dear *****,
We are still working with our Brand Partner to provide you with the tracking for the hardware at this time. Due to the length of time that has passed, and that the hardware has still not arrived to you, we have provided a full refund to your original form of payment for the table. Please allow 3-5 business days for this to0 appear on your statement.
Sincerely,
Customer ServiceCustomer Answer
Date: 12/05/2022
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 # ********.
I am satisfied with the response of the company however they have yet to provide a refund as promised. 3 - 5 business days have surpassed and there has been no activity from the business with my account. When a refund is provided as promised, I will accept the response from the business.
Regards,Carly
Initial Complaint
Date:10/25/2022
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 a heritage Rolex watch from Rue LALa on 10/07/2022. The Rolex watch arrived on 10/19/2022. The watch was beautiful but to small for my hand. I didnt a return label to send it back. I have not received a return label from Rue LaLa. Now, Im being told by Rue LaLa that is partner company has to send a return label. Which I was not aware or told this up front. I paid ******** dollars for this watch and is getting the run around for the return. Now they are saying they cant get in touch with the brand or partners. I ordered this from Rua LaLa . I feel like they have fraud me . I just want my money back the lag is still on the watch. I have been calling and email them back to back . No luck.. I paid Rue LaLa its on them . Because I had no idea of someone else involvement. This have been a stressful situationBusiness Response
Date: 10/27/2022
Dear **********,
Thank you for allowing us to review. We are happy to assist. Please allow us to provide some additional information. Due to the price and value of the Rolex watch you are returning we have various processes that we must follow to ensure that the item is received in perfect condition and to ensure that there are no delays with your refund. This item did come from one of our ************** and we have been working with them to make sure all of the return details are arranged. When items are coming from one of our ************** it will say This item will ship from our supplier under the shipping information for the item on our site.
We were happy to see that you were sent a return label for this item on 10/27. This label will be sent to you via email from a ****************** We also provided you with detailed instructions on how to package and return the item.
Sincerely,
Customer ServiceInitial Complaint
Date:10/23/2022
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.
Back in August I purchased golden necklace and bracelet set from this company as a gift..After arrival I realized that is not worthy all this money ,they didnt state the weight of the product.I returned then, with label they provide and have a confirmation email saying they received my return and they will proses the refund.They ask me how I want my refund and I agree for store credit.I got my refund in store credit.Month later I saw that is missing $505.99 from my store credit . I called Rue la la and they said they didnt received a bracelet.I said you telling me this after a month, what I supposed to do now .First they admit the received the return and refund me a then taking money back thats very unusual.When I go on my account with rue la la it says I didnt returned in 90 days and same time I have return confirmation.I contacted costumer service at rue Lala but they blame third party for saying they didnt received .I tried to contact the third party such is **** and they have very poor costumer service, they say ,well we didnt received.I said you guys have like cameras or something to see who open this envelope, maybe start investigation and lady say try to solve with your bank.So I fill the claim with PayPal but they open and close the case so many time and still no answer.I have tracking number from ***** saying was delivered,I have email saying they received,next email saying they refunded my money,another one saying to shop because I have $ **** in store credit and free shipping.Another thing they took my money without notice,after I called few days later they sent me email saying why they took this money.I hope you can help me because Im really,really frustrated for months now.Business Response
Date: 10/27/2022
Dear *********,
Thank you for allowing us to review. We are happy to assist. The email you received is an automated email triggered by the tracking number. Once ***** marks a return delivered that email is generated. A refund for both items was processed at this time. However, the item are subsequently reviewed by our team in the fulfilment center, to make sure they comply with our return policy. As the 14K Italian Gold Heart Charm Bracelet listed was not received by our fulfillment team along with the other item in the return package, we were unable to honor the refund and debited the credit that you had received for the 14K Italian Gold Heart Charm Bracelet. In instances where we refund but subsequently determine the return was not received or did not comply with our return policy, we reserve the right to recharge your payment method on file for the merchandise.
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: 10/31/2022
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 had big trust in BBB and today I was very disappointed.I shop with Rue Lala for years and never have any problems till this time.My issue is why they took one month to notice that something is missing,maybe I would be able to file claim with *************** claim that is too late . I dont believe this bracelet evaporated from envelope,and box and plastic bag.Someone has to open it ,and take it.Let it go like nothing happen encourage people to steal .Im sure they have like surveillance camera and can verify who is responsible for checking this return.
Thank you for your time
*********************************Business Response
Date: 11/08/2022
Dear *********,
Thank you for your response. I can understand your disappointment. As this item was not received we are unable to process a return at this time. As we are unable to assist with a refund for this item, we would suggest disputing the charge with your financial institution.
Sincerely,
Customer ServiceInitial Complaint
Date:10/19/2022
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.
September 28th I purchased a pair of optical frames costing $109.99 plus tax which totaled $119.75, I got a notification from ***** that the package was delivered, when I got home the package was not by my door. So I called rue la la and spoke to an agent. The agent asked me to wait 5or 7 days to see whether the package would be delivered to me, but the package never came, I called rue la la again and they told me I should wait 5 days and I would receive my refund on my account, I kept on checking my account for the refund but it wasnt credited to me, so I called rue la la again and theyre telling me that I was denied the refund because I had other complaints before.I said to the agent Im not liable they need to investigate ***** because why am I receiving some packages and Im not receiving some. Because I didnt receive the first optical frame I ordered another and got it!! I need my $119.75 from rue la la and they need to investigate ***** to find out where they delivered the package. Thank you!!Business Response
Date: 10/26/2022
Dear *****,
Thank you for allowing us to review. We are happy to assist and provide additional insight. After reviewing your account we see that there has been multiple accounts of packages not reaching you. This order shows it was delivered via tracking number ******************** on 9/26/2022. In instances where there are multiple claims, we are unable to assist with a refund and advise you to dispute the charges with your financial institution.
Sincerely,
Customer ServiceCustomer Answer
Date: 10/27/2022
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,Daria
Initial Complaint
Date:10/18/2022
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 Valentino bag for almost $1300.00 and a little over one month afterwards it started falling apart. I sent pictures of the studs falling off and the only response was that it was the past 30 day return policy. No reasonable person would spend $1300 on a bag that starts falling apart on day 32, two days after the return policy expires. This is a defective product and I need a refund or replacement.Business Response
Date: 10/26/2022
Dear ******,
Thank you for allowing us to review. We are happy to assist and provide additional insight. As this item arrived to you in perfect condition, and the damage to this item happened after it was worn, as well as after the return period had passed, we are unable to accept this item as a return. You can find additional information in regard to our return policy at the link below.
https://help.ruelala.com/hc/en-us/articles/360009796773-Our-Return-Policy
We would be more than happy to provide a a partial refund of $118.99 for your dissatisfaction, and to go toward any possible repairs. This has been applied toward your original form of payment. Please allow 3- 5 business days for this to reflect onto your statement.
Sincerely,
Customer ServiceCustomer Answer
Date: 10/27/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response is not satisfactory in reference to complaint # ********.
The bag was almost $1,300.00 and it should hold up to normal wear and tear for more than one month. I appreciate the gesture of the partial refund which is about 8% of the purchase price, but I do feel like a Valentino bag should last longer than something that I purchase at Target (which it does not). I would appreciate your company discussing this issue with your Valentino supplier/vendor to resolve it and either that vendor sends a replacement (as the one I purchased is clearly a lemon) or provide you with a credit which then I receive.
Rue La La, if it sells luxury, upscale products, should implement a better policy for either refunds, repairs or replacements within a period of time which is longer than simply 30 days.
Please escalate this matter if necessary.
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,Amandq
Business Response
Date: 11/09/2022
Dear ******,
Thank you for your response! We completely understand your disappointment, and apologize for the inconvenience. We allow our members ************************************************************************************** used. As this item was received in perfect condition, but was damaged after multiple wears and outside of the 30 day return period, we at Rue La La are unable to offer a return for this item.
Sincerely,
Customer ServiceCustomer Answer
Date: 11/10/2022
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.
Your response is hilarious that the bag was worn multiple occasions. That is false. I wore it one time for an inside event. The products your company sells are outlet quality. A Valentino bag should last longer than 30 days. I want a refund or Im going to pursue ************* for reimbursement.
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:10/17/2022
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.
Ordered a pair of NYDJ jeans in August, 2022 (#**********) . Ruelala sent me the wrong item, a gold dress. After talking to a service representative, I was sent a return label ******** Item was returned to ************** ** on August 22,2022. I also received an email from Ruelala stating they received the return and I would see the refund on my credit card in 7 - 10 business days. It is now 10/17/22. I have called and talked to service representatives 5 times, and each time, I have been told the refund would be applied. Two of the times, I was put on hold while the ** talked to a supervisor and was assured the refund would be handled.The representatives were all polite, but I feel I was lied to each time I spoke to them. The package has been in their hands for 58 days. The refund should have been returned to my credit card weeks ago!Business Response
Date: 10/24/2022
Dear *****,
Thank you for allowing us to review. We are happy to assist. After reviewing your order information, we were able to determine that a refund was processed on 10/13 in the amount of $53.49, and another refund for the remaining total of $10.69 was refunded on 10/21. Please allow three to five business days for this to process onto your financial statement.
Sincerely,
Customer ServiceCustomer Answer
Date: 10/24/2022
[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:10/13/2022
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.
I purchased some balenciaga shoes on 8/09/22. I received the item normally, however I believed some parts of it to not be authentic. I initiated a return as I didn't want to keep a pair of replicas I payed full price for. I mailed the item back which was received and confirmed by **** that there item arrived back on 9/6/22. I called Gilt on 9/20/22 to check on the status of my return. To which I was told I would be receiving my money back within 48 hours. I then called back on 9/22/22. To which I was told that the refund was attempting to be processed that the afterpay team was working on it and it would take another 48 hours to receive an email. I ofcourse, never received an email. I called back on 9/27/22 wondering where my refund was as it had been a whole week since I was told about 48 hours to receive it. To this I was told that my return tracking now had 3 shipments attached to the same tracking. I then searched the tracking on my phone and sure enough somehow there was two additional shipments listed on my return tracking that were packages leaving ****'s return warehouse and arriving back at the warehouse the same day. Wierdly enough aswel, the packages had different weight than my original return. I have no clue what has caused these additional shipments on my tracking. Although I believe there may be issues going in gilt's return warehouse that aren't being addressed and instead they are holding customers liable for there own mistakes. I called back on 9/29 asking about my refund yet again as nobody had helped me yet. On this baffling call I was told there was now 4 shipments attached to my tracking number and she would escalate this so it can be looked into. I was very surprised to have heard such a thing as was the rep. I then received an email the next day stating that I would not be refunded as there fulfillment team hadn't received my return that They confirmed was received 10/06/22. Return tracking: ************ Order number: 1141222477 ; $941.58Business Response
Date: 10/20/2022
Dear *******,
Thank you for allowing us to review. We are happy to assist. After reviewing the tracking for your item we were able to determine that the item was received by our fullfillment center and have processed a refund for the item. Please keep in mind that this refund will not include the $9.99 original shipping fee or the $9.99 return shipping fee.
Sincerely,
Customer ServiceInitial Complaint
Date:10/04/2022
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 #********** I returned theFranco Sarto Daya Leather Cold Weather Boot?Size: 8? $89.99?$229.00 Because they sent them in WIDE, which was very ugly. I kept theFranco *********************** Leather Boot?Size: 8? $49.99 BUT THEY STILL HAVE NOT GIVEN ME THE CREDIT FOR THE ***** I RETURNED. I WROTE SO MANY TIMES AND CAN PROVIDE THE MULTITUDE OF CASE NUMBERS. REFUND ME IN FULL TODAY PLEASE.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.]Regards,****Business Response
Date: 10/12/2022
Dear ****,
Thank you for allowing us to review. We are happy to assist. After reviewing your order, we see that you were refunded for the ****** *********************** boots instead of the ****** ***** Daya Leather Cold Weather Boot. We apologize for this confusion, and thank you for the additional information. We have refunded the difference between the boot you kept and were refunded, and the boot you returned and were not refunded for. We have processed a refund for $40 to your original form of payment. Please allow 3- 5 business days for this to appear on your statement.
Sincerely,
Customer Service
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