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:10/01/2022
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.
Hi!I ordered last August 9 four ***** **** earrings from them. When I received them I didnt like them because they were not round at back part of the ***** earrings so I sent them back using their return label. It was delivered back to them and someone signed it. I emailed them many times and I called them once but I didnt get my refund. I filed a case through paypal but paypal denied it because they said the it wasnt covered bu paypal protection since The items were delivered to me or it was described right but this is about the items were returned to them and didnot get my refund. I have their return label and even if you track it says it was delivered. I shop a lot online but never encountered this nor complain. I just felt that they took my money. If I only knew I would not get my refund I should have just keep the items even if I did not like them. I know $140 something dollars is not that much but it is the principle of it. I hope you can help me with this. Attached are the return label that they sent to me and the tracking number that they have received it.
Business Response
Date: 10/08/2022
Dear ********,
Thank you for allowing us to review. We are happy to assist. We have reviewed your account and see that the items have been received back to our Brand Partner. As there is now a dispute open with your financial institution for the item we are unable to refund. Please reach out to your bank for more information on the dispute.
Sincerely,
Customer ServiceCustomer Answer
Date: 10/17/2022
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,********
Hi!
I contacted paypal regarding the refund. You haven't replied yet. Im just waiting for the refund. Once I will get the refund then Ill be satisfied.
Business Response
Date: 10/24/2022
Dear ********,
Thank you for reaching back out. We have worked with our Review team on this order, and have processed a refund on 10/21 through the dispute you have open with Paypal. This may take 3-5 business days to reflect on your PayPal statement. If after this time period you still do not see the refund, please reach out to Paypal for further assistance.
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:09/30/2022
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 purchased a pair of jeans from Rue La La for $89.99. They sent me the wrong pair of jeans. I called to see if I can exchange them for the correct pair and was told no I can not reorder the jeans bc they coded them wrong and I will get the incorrect jeans again. I was told to just return the jeans with the return label they emailed me. I returned the jeans promptly. They received the jeans and I was told the refund would appear on my credit card within **** business days. The refund never appeared on my credit card 12 business days later. When I called I was told to wait another 3-5 business days. They falsely advertised jeans and are now holding my money/credit hostage. They did not credit my account in any way to make up for this. I spoke with a supervisor.Business Response
Date: 10/06/2022
Dear *******,
Thank you for allowing us to review. We are happy to assist. We were glad to see that your 7 For All Mankind Dojo **** Flare Jeans from order ********** were refunded on 9/30/2022. We originally charged you for the return shipping fee, but refunded that as well on 10/6/2022. You should see the full refund of $94.15 reflected on your billing statement in the next 1 to 2 business days. We would like to apologize for the inconvenience of receiving the incorrect jeans. We work with buyers to ensure that the items listed on our site match the items in our inventory, and are working to correct this listing on our site.
Sincerely,
Customer ServiceInitial Complaint
Date:09/20/2022
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.
Ticket # ******* Instagram Order #*************** Hi I placed an order through instagram on ruelala instagram shop page and I never received my order so I was contacted by one of your customer service representative but he has stopped responding after he said he could take care of the issue. Can you please help me with this.I also reached back out today 9/20 after another Representive said to reach out by today if I hadnt received my order and I have not. I need assistance with this please.Business Response
Date: 09/26/2022
Dear *******,
Thank you for allowing us to review. We are happy to assist. We apologize that you didnt receive your item. After reviewing your order details, we see that you were refunded for this order in full, $75.41, on 9/22/2022.
Sincerely,
Customer ServiceInitial Complaint
Date:09/06/2022
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 made one purchase by accident - after storing items I liked that I was storing in an online "bag" while window shopping. My phone alerted me that the "shopping cart" went through. I phoned and canceled. When I spoke to someone I agreed to let one item get shipped - but canceled the rest. In a follow up email she assured me that the other (3) items would drop off my credit card. Flash forward - two weeks later (6) items began shipping to me rapid fire. I had inadvertently stored my credit card on their site, and without confirmation - they were sending me items that were in my "Still Want It" drop down message. The company refused to REFUND me any of the items - even when all of them were returned. In my online account - RueLaLa admitted that all merchandise had been received. I disputed most of the items and after several months of wrangling with my credit card company and RueLaLa I filed a complaint with another **************** About $900.00 in funds were returned. One dress: order #: ********** was returned in June 2022. They have added a shipment fee of $9.95 so the amount is about $100.00. They refuse to REFUND my credit card. Since I pulled this item out of the dispute - my credit card company informed me that I have to go to the merchant direct. They have ceased responding to my emails and my phone calls and are hoping that I will just go away. What a disgusting company!Business Response
Date: 09/13/2022
Dear *****,
Thank you for allowing us to review. We are happy to assist. After reviewing we would like to clear up some information. For order **********, you were refunded $77.60 to your original form of payment and advised on 8/23/2022. This refund does not include the original $9.99 shipping fee or the return shipping fee of $9.99. The items you referenced being sent to you were part of our Still Want it program, as you stated. If we are able to get an out of stock item within 45 days, we'll charge your credit card and send it to you. In these cases, your card will be charged automatically once your item ships out. This is to allow our members to get first grabs on our items in the highest demand. Because of this, we encourage our Members only to place Still Want It requests on items they seriously covet. This is further detailed in our Site Terms of Use HERE, and is detailed when you add the item to your Still Want It list.We have also reviewed your recent returns and have confirmed that all of the items that we have return tracking on have been refunded to your original form of payment, including the one detailed on your document from your financial institution. We hope this information helps!
Sincerely,
Customer ServiceCustomer Answer
Date: 09/15/2022
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Ruelala has not refunded me for this order.
In fact, I spoke with CitiCard executive
department and they warned me that
I would have to go to the company direct.
This response in pute gibberish and
nonsense! They have not refunded
me for the item.
Let them prove it !
*********************
310 **********,
#***
**************, **. 90292Business Response
Date: 09/15/2022
Dear *****,
Here is a record of the refunds we have processed to your original form of payment.
**********: Zadig & Voltaire Ritual Maxi Dress: $307.54 Refunded on 6/27/2022 (does not include the $9.99 return shipping fee)
**********: ****** Zebra Pattern Shirtdress: $77.60 refunded on 8/23/2022 (does not include the $9.99 return shipping or $9.99 original shipping fees)
1139148518: ****** Was Rho Tiered Midi Dress: $153.29 refunded on 8/21/2022
1144653753: ***************** Linen-Blend Skirt: $164.23 refunded on 8/21/2022
**********: Hutch Wrap Dress: $154.24 refunded on 7/19/2022 (does not include the $9.99 return shipping fee.)
**********: ********************* Wide Leg Satin Pant: $142.33 refunded on 7/25/2022 (We debited the $9.99 return shipping fee on 7/26/2022)For the Still Want It orders, listed above, that you have returned, you were charged $1,039.19. You have been refunded $989.24. The $49.95 difference is due to the Return and outbound shipping fees from orders **********, **********, **********, and **********. We have included receipts for refunds of these 6 orders as well. We hope this information and the receipts provided help clear up any confusion.
Sincerely,
Customer Service
Initial Complaint
Date:09/05/2022
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.
They continue to send responses misrepresenting the return and trying to avoid addressing the credit I am owed. As you can see they represented that the return was received on August 27th and they are waiting to process it when in fact, it was received on July 27th and they already processed returns for the majority if the items with the exception of the 5 that I cannot locate as credits back to my AMEX. I continue to email them, but no response.Business Response
Date: 09/08/2022
Dear ***,
Thank you for allowing us to review. We are happy to assist. After reviewing your recent contacts to our customer service team, we were able to locate that you were referring to the items listed below. We have also confirmed that all of the items have been refunded and have included the amounts, dates and form of payment for each refunded item.
1144347374 Refunded $139.08 for both items to your **************** on 7/28/2022
Loowie Raffia Leather Camera Bag in Navy
Loowie Raffia Leather Camera Bag in Brown
1145320493 Refunded $42.79 to your **************** on 8/10/2022
The Fifth Label Amara Linen Blend Pant, XS, White
1144685164 Refunded $48.40 to your **************** on 7/28/2022
London Times Tiered Midi Dress, Size SM, White
1144544708- refunded $47.55 to Rue La La credit on 7/29/2022 as this was the method of payment for purchase
Splendid Amorosa Linen-Blend Blouse XS, ****************************************************Customer Answer
Date: 09/09/2022
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 have the return posted on 7/29 to AMEX for $139.08 as allocated to ************************ Cashmere Pullover purchased for $129.99 plus 7% sales tax. If this should be for the 2 Loowie Raffia Leather Bags then I need to know where the return for the ************************ Cashmere pullover is credited back to
The return for $42.79 on 8/10 was not included in this return which should have all been credited on 7/29 instead the return posted on 8/10 was for ***** Be ********************* purchased for $39.99 plus 7% sales tax. I still need information on the return for the Linen Blend pant in the amount of
See additional documentation 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: 09/16/2022
Dear ***,
The *********************** Cashmere Pullover from order number **********, was refunded to your **************** on 8/5/2022 in the amount of $139.09.
We were able to determine the the ***** be ********************* from order number ********** was returned to us on 8/4/2022 and have refunded $42.79 to your **************** on 9/16/2022. The return posted on 8/10/2022 in the amount of $42.79 was for the The Fifth Label Amara Linen Blend Pant.
We hope this information helps!
Sincerely,
Customer ServiceCustomer Answer
Date: 09/20/2022
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 a refund on 8/5/22 for $139.07 that I associated with 2 Coco Reef Swim Skorts and one Tankini Top. If this is for the ************************ Pullover, then I need to know when the Doc Reef itmes were returned and the amount.
OK on *********************. I received an email that this was returned and am waiting for it to appear on my statement
I have reviewed my online statement and see the return finally posted for the linen pant.
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:08/30/2022
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 made a Purchase back on june 26th from Rue La La, two sunglasses, I paid around $170.00 and according to the website the time frame for shipping to my country is about 6-9 business days, the *** was July 6th and at this point it's been more than two months and I have not received my package yet, I contacted the company multiple times requesting a resolution or refund for the amount I paid, but their customer service is the worst, they had told us the package had arrived back in August 2nd, but clearly it was not true, they're liars, I have emails showing that and the evidence was in the tracking, in that moment the package was still in *******, we advised them about it and they never did anything else, apparently it arrived to ******** back in August 11th, but since that moment there are no updates, they don't provide me with information about a carrier or depot we may contact to receive or pick up the package, basically they never helped me. I've been sending emails to this people for over a month and at this point they are unresponsive. They don't care about their customers.I requested the refund several times but they don't even paid attention to that.Rue La La order number: ********** Tracking number for asendia: RL926310914CH This is the tracking link https://a1.asendiausa.com/tracking/?trackingnumber=LPILA000001077060072Business Response
Date: 09/07/2022
Dear *****,
Thank you for allowing us to review. We are happy to assist. After reviewing your order, we see that it was delivered to your local depot in ********. We emailed you on August 23, 2022 to advise, as well as provided the link for the shipping company tracking, Asendia. As you have not been able to pick up your shipment we have processed a full refund to your original form of payment at this time. Please allow 3 to 5 business days for this to appear on your statement.
Sincerely,
Customer ServiceInitial Complaint
Date:08/30/2022
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 been a long term loyal customer of ********************** for years. I purchased a dress on August 24, 2022 for $266.99. There were five dresses remaining. On Saturday August 27, 2022 the dresses were were reduced to $148.88. (Four dresses remaining) I had not received the dress and requested a price adjustment for the heavily discounted dress. I was told that pricing was based on supply and demand and that my sale was final. When I questioned the pricing adjustments and the fact that four dresses were remaining at $148.88 - Rue La La did not respond to me and went back in and changed their price back to $266.99. The four dresses remain on the site this morning at $266.99. I am requesting to return the dress and receive my $266.99 back directly to my original method of payment. Pricing integrity is questionable with Rue La La. **************** has ghosted me and adjusted their prices to the higher price. I have attached screen shots of the multiple price changes and communication with Rue La La.Business Response
Date: 09/03/2022
Dear ****,
Thank you for allowing us to review. We are happy to assist. After looking into your account I see that you were refunded for the price difference of $121.51 and contacted via email on 9/3/2022. Please allow 3 to 5 business days for this to process and reflect on your statement.
Sincerely,
Customer ServiceCustomer Answer
Date: 09/06/2022
[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:08/22/2022
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.
I have an old account thru the online, Rue La La store. ***** purchased from them in years. The account is not a credit account thru the store but an account used to make purchases which is managed by Rue La La.just discovered my bank account was overdrawn due to fraudulent activity thru said Rue La La account. 2 separate fraudulent purchases were made: 1 for $699.59 and 1 for $763.19. I had received an email from Rue La La same day as purchases, stating, activity on my account where the email was changed and my login information was changed. In email Rue La La asked me to contact them if it was not me who made changes yet processed the fraudulent, extravagant purchases without waiting for my response. I have contacted Rue La La with no satisfaction. They say I have to wait until orders delivered and theyll send me a return label to send back. Once purchases returned, will take another **** days to process a return payment thru PayPal who will then have to process on their end to return $$ to my bank account. Rue La La is making no effort to expedite this even though they are responsible for managing my account and keeping it and my financial information secure. I dont know how the perpetrator got my PayPal information thru Ru La La site since when I use PayPal online for payments I am redirected to PayPals own site where I have to manually login by entering my PayPal account login information. The email I use for PayPal login is completely different than the email I use at Rue La La. The Rue La La representative told me that once a customer uses a payment method ********************** keeps it on file and thats how my PayPal account would have been used. This makes no sense to me at all and it reeks of some irresponsible practices by Rue La La with my personal and financial information entrusted in them. I feel at the least, they were irresponsible with my information and are responsible for the fraudulent charges and should return the money immediatel.Business Response
Date: 09/13/2022
Dear ******,
Thank you for allowing us to review. We are happy to assist. After reviewing your account I see that both of the recent orders you are referring to have been returned. Order number **********, total of $699.59 has been refunded to your PayPal account. For order number ********** we are unable to process a refund to your PayPal as you have an open dispute. We suggest that you reach out to PayPal for more information on the status of this dispute.
Sincerely,
Customer ServiceInitial Complaint
Date:08/22/2022
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.
I ordered from them, they sent me the wrong pair of boots, and there were a few other clothing items I went to return and they have not given me my full refund after many many emails and other contact attempts.Business Response
Date: 08/27/2022
Dear ****,
Thank you for allowing us to review. We are happy to assist. We looked further into your recent orders, and found that we refunded you in April for order **********. The amount of $173.09 was refunded on 4/6/2022 for the Velvet by ****** & ******* dress, the ***** be dress, the ******** dress, and the Majestic Pebble Back tank top from the order. On 4/9/2022 $40.00 was refunded for the Franco ***** Boots, minus the $9.99 return shipping fee. These refunds were processed to your credit card on file. We hope this information helps. Also, after providing you with a return label for the items, we are not seeing any record of your contacting us in regard to your refund status. Please give us a call at 1-888-992-LALA (****) or email us at ******************************************* should you have any questions or concerns in the future.
Sincerely,
Customer ServiceCustomer Answer
Date: 09/14/2022
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 NOT TRUE! I returned a different pair of boots they sent wrong, which were $50 more and bc of that they said they would not charge the $10 return fee
I returned the following:
*********************** Daya Leather Cold Weather Boot
Velvet by ****** & ******************************* Silk-Blend
***** be ******** A-Line Dress
******** Button Front Puff Sleeve Midi Dress
Majestic Pebble Back Silk-Blend TankBusiness Response
Date: 09/21/2022
Dear ****,
After reviewing the details of your return, we do see that you received the incorrect boots. We apologize for the inconvenience and have processed a refund of $9.99 on 9/21/2022.
For the below items you were refunded $173.09 to your original form of payment on 4/6/2022
Velvet by ****** and ******* Silk blend 59.99
***** be ******** A-Line Dress 31.99
******** Button Front Puff Sleeve Midi Dress58.12
Majestic Pebble Back Silk-Blend Tank22.99
Sincerely,
Customer ServiceCustomer Answer
Date: 09/23/2022
I returned the *********************** Daya Leather Cold Weather Boot
Size: 8
Quantity: 1
$89.99
$229.00Because you sent them in WIDE, which was very ugly. I kept the ****** *********************** Leather Boot
Size: 8
Quantity: 1
$49.99BUT YOU DID NOT GIVE 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.]
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,Lili
Initial Complaint
Date:08/16/2022
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 previously filed a complaint stating that the merchandise that was sent was not what I ordered. Complaint #********. I was sent a label to send item back and I was to receive a refund. I was told **** business days. Well they have my money and my item and it had been well over that time frame. Each time I ask about an update, no one responds. I call and was told someone will get back to me within 2 days. NOTHING!!! I AM VERY FRUSTRATED AND ****** THE **** OFF NOW. I want my money now!Business Response
Date: 08/17/2022
Dear ********,
Thank you for contacting in and allowing us to review. We are happy to assist. We have confirmed with our brand partner that the item was returned and received. We went ahead and issued your original form of payment the refund in full in the amount of $100.69. Please allow 3-5 business days for this to reflect on your financial statement as this time goes by the processing speed of AfterPay.
Sincerely,
Customer Service
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