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:08/12/2022
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 ring from ****** that they said was **** 7/27. To date, I havent received the ring. I followed up with ***** and was told to take it up with the merchant. I did this and all I have gotten is no response. The order number is **********. They have not offered to replace them he rang or refund.
Business Response
Date: 08/16/2022
Dear ****,
Thank you for reaching out and allowing us to review your request. I am happy to help. After further review of order 1142372042, we show proof of delivery with ***** tracking number 61290989706720234040 delivered on 7/27/22 at 4:19pm. Due to excessive claims of items being delivered and not received with your account, we are unable to refund for this order. We can advise you to reach out to your financial institution to dispute this charge.
Sincerely,
Customer Service
Initial Complaint
Date:08/02/2022
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 order on 4/29/22 still have not received it. I have made several inquiries by phone and emails keep getting the same replies. Also with FED EX. This is totally unacceptable and frustrating. What can be done to get my money back ******. Its been long enough with no solution with either companiesBusiness Response
Date: 08/10/2022
Dear ******,
Thank you for allowing us to review. We are happy to assist. We have reviewed this order and see that it was marked delivered by ***** on 7/22/2022. Since you still have not received your order, we have processed a full refund in the amount of $327.46 back to your original form of payment, Afterpay. Since this was purchased using Afterpay they will reimburse you for the payments you have made to them toward this order. Please allow 3 to 5 business days for Afterpay to process your refund.
Sincerely,
Customer ServiceInitial Complaint
Date:07/29/2022
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 purchased a $57 (not including tax and shipping) necklace. Within minutes of putting it on, a stone fell out. It appears that it was cheaply manufactured and glue was missing for one of the stones. When I asked for a refund, 2 different customer service reps responded that the minute an item is worn, thats my problem not theirs. I was then asked by a supervisor to send pictures and then they closed my case without responding. I finally received a call from a supervisor who offered me a $10. They do not stand behind their merchandise. This could have easily been exchanged and returned to the manufacturer siting poor quality.Business Response
Date: 08/08/2022
Dear *********,
Thank you for allowing us to review. We are happy to assist. We have reviewed your order and believe there was a miscommunication. Once an item has been worn for an extended period, for example to dinner or to an event, we can no longer accept the item as a return. After reviewing your original email to us, it seems that the stone fell out while trying the item on. In this case, we are more than happy to offer a return label for a full refund. We have sent a complimentary return label to your email address on file with us. This label will come directly from ****************** Be sure to check any spam or junk folders, as emails like these can get filtered out. Once your return arrives, we'll issue a refund to your original form of payment (this can take **** business days from the date it is received.)
Sincerely,
Customer ServiceCustomer Answer
Date: 08/08/2022
[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.Please note that you had 3 different people and a supervisor completely misunderstand the issue. I hope you will re-train all that were involved.
Regards,
*********************************Initial Complaint
Date:07/24/2022
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.
On July 3, 2022, I placed an order, order number ********** for ***************** 3.4oz **************** cologne. it was shipped and delivered July 8, 2022. The description did say final sale. The total of the order was $111.36. Upon arrival, it became obvious the cologne was improperly stored, old and the oils turned rancid. I have been using this scent for years and this is not what it smells like. Either that or it's a fake are the only two answers. I contacted customer service and after multiple emails they said sorry, it's a final sale. I understand it is listed as a final sale but it also isn't listed as unusable or rancid. The batch code refers back to a date that it was made **** years ago and if stored improperly it would have changed by today. I am more than happy to send it back for a refund but **** and ******* the two agents that were responding to my emails before they just stopped, said that wasn't an option.Business Response
Date: 07/27/2022
Dear *******,
Thank you for allowing us to review. We are happy to assist. We have reviewed your order and would like to apologize for the state of your ***************** cologne. We have refunded this item to your original form of payment, with $111.36 going to your credit card and $30 going back to your Rue La La account credit. Please allow 3 to 5 business days for your financial institution to process these funds and for them to appear on your statement.
Sincerely,
Customer ServiceCustomer Answer
Date: 07/29/2022
[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,
*********************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.