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:04/29/2025
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 purchase a pair of diamond earrings from Rue La La, upon arrival one of the earrings was damaged. I decided to request a return. Rue La La provided a return label and I went ahead and send the earrings for a refund. I have been checking the tracking at ***** and notice that the return has not reached its destination. I reach out to ***** and they let me know that the return address does not exist and this is the reason why they havent been able to make the delivery. I reach out to customer support for ********************** and they told me the address is correct and to reach out once again to them if the earrings are not delivered. Earrings have not been delivered and when I reach to Rue La La for an answer I get no reply. I think the return address really does not exist because Rue La La does not want the merchandise returned so they dont reimburse customers for issues with this product. I spend $716.59 USD dollars for this earrings. I think this is part of a scam or fraudulent return process. If the return address does exist why Rue La La has done nothing to expedite the return with *****.
Business Response
Date: 05/06/2025
Dear ******,
Thank you for reaching out! We were happy to review! After looking at the tracking, this package last showed movement on 4/4/2025. We confirmed with our carrier that they did have our Brand Partner's return address on file, however they did confirm the package was now lost.
Rest assured, we will be refunding $716.59 to your original form of payment for the amount. Please allow 3-5 business days for this refund to process back to yourAfterpay account.Sincerely,
Member Services
Customer Answer
Date: 05/06/2025
[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:04/23/2025
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 called to return the 2 item(s) the agent verbally stated they are final sale. Final sale is not on my Receipt nor is it on the Email I received when I placed the order. I am disputing as a consumer fraudulent information after the purchase. I want to return the both items and receive a refund. It should be clear to the customer and printed on the receipt and at the time of purchase if a product is non refundable.Customer Answer
Date: 05/05/2025
I have not heard from the business in response to my complaint.Business Response
Date: 05/06/2025
Dear ******,
Thank your for reaching out. We were happy to review. The return details are included on all product listings, including if an item is marked as final sale. We have included screenshots from our site, showing that these two items were listed as final sale. For any future orders, this is where you can locate if an item is eligible for return. However, we see you have not had any other exceptions. Based on the size of the items, we have processed a refund for both item to your Gilt account credit. You may dispose of the item. Please allow ***** hours to reflect on your account.
Sincerely,
Member Services
Initial Complaint
Date:04/09/2025
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.
Placed order for Black patent ********* ********* pumps size 39. Received a Louboutin box with green BCBG slides in size 10. Called immediately and provided pictures. Got a return authorized and sent back. Received by Rue LaLa on March 13. Have sent several email inquiries and called *** on April 3. She said she did not know why this had not been entered yet. It is now April 9 and I still have no refund.Business Response
Date: 04/26/2025
Dear ****,
Thank you for allowing us to assist, we were happy to review. We see that a dispute was opened on this order, while our Returns team was processing your order, preventing us from refunding you directly. Our team has worked with ****** to process your refund through the dispute on 4/25/2025.
Sincerely,
Member ServicesInitial Complaint
Date:04/07/2025
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 requested that an order be canceled TWICE. It was supposed to arrive by March 31 and it still has not shipped. The company will not respond to me.Business Response
Date: 04/18/2025
Dear ***,
Thank you for allow us to review. The item shows that it shipped in our system on 3/22, prior to your cancel request. Due to the item showing as shipped we were no longer able to cancel the order. We did reach out to our Brand Partner to request updated tracking on the order that was not showing movement.
Our Brand Partner responded on 4/8 and confirmed that though the item shipped out on 3/22, the shoes were lost by the carrier. With this new information, we have provided a refund of $101.64 to your Rue La La credit on 4/8/2025 for the item that was lost in transit.Sincerely,
Member Services
Customer Answer
Date: 04/26/2025
[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:03/27/2025
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 $318 bottle of perfume from Rue La La which never arrived. It says it was delivered by *** Ex on 3/19 however it never came to my building. Weve checked all lockers, cameras and other means of delivery. I cannot file a claim with *** Ex because they say Rue La La has to yet no answer from them after four open tickets. Nothing. Ive done their chat bot, email, tickets. This is ridiculous. Not even an acknowledgment in 8 days that this package is missing. I will be filing with the ************************ for fraud after this complaint. This is not cheap! Its $318!! I want my perfume.Business Response
Date: 04/03/2025
Dear ******,
Thank you for allowing us to assist, we were happy to review. We were happy to see that one of our representatives assisted you with a refund to Rue La La store credit on 3/27/2025 for the item that was not received. Thank you for your patience while we reviewed!
Sincerely,
Member ServicesInitial Complaint
Date:03/22/2025
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.
2/7/25: Purchased 2 rings from Rue La La to be worn in stack. 1st one was 2 ct lab-grown diamond at price $1099.99. 2nd was Pomellato 18K 2-Tone .03 ct diamond ring at price of $1399. It was advertised as "authentic pre-owned." When received, I noticed obvious light markings and indentations but knew was advertised as pre-owned. Had 21 days to make return which I did w/ both rings. I returned Pomellato ring d/t uneven soldering which makes the ring look improperly aligned. When returned, I asked money be returned to ******. When you don't take store credit they withhold shipping fee. They withheld $11.99 on the 2.0 carat lab-grown diamond but, did not return money to ****** & gave store credit. 2nd ring (Pomellato) came back in mail 2 weeks later. I called Rue La La customer service on March 13. **************** told me it was returned because "it had been worn." I told them I had not worn it other than to try it on with other ring & that it was advertised as "authentic pre-worn." They said they would look into it & get back to me.Recently received this note from them:"We were calling to follow up on your request for a refund for the Pomellato 18K Two-Tone 0.03 ct. **. Diamond Ring. Our Brand Partner sent out a brand new item, but the one returned was worn. Unfortunately, this means we can't process a refund for this item, and it will be sent back to you. We're really sorry to hear that you're not satisfied with your purchase. If you'd like, you can discuss this with your financial institution. At this moment, there isn't anything more we can do. Thank you for your understanding."This was not brand new ******** have a photo of advertised ring on website that says "authentic pre-owned." They accepted return of other ******** sent them back at same time. I DID NOT WEAR AN UNEVENLY SOLDERED ring. I also want all money returned to my ****** account for both rings. I NEVER WANT TO DEAL with this dishonest company again. $2512.65 is amount less used store credit.Customer Answer
Date: 04/02/2025
I have not heard from the business in response to my complaint.Business Response
Date: 04/04/2025
Dear ********,
Thank you for allowing us to assist, we were happy to review. We sincerely apologize for the inconvenience youve experienced. While our Brand Partner initially declined the return, we want to ensure youre fully supported and satisfied.
To make this right, weve sent a return label to the email address on file. Please use it to return the ring to our fulfillment center, and once received, we will issue you a full refund. We also reversed the amount you were refunded to store credit for the ***** *. ring. Once the Pomellato is returned it will be refunded to your store credit amount as this was the method used to place the order. However once the refund to store credit is complete, we would be happy to reverse that amount to your ****** as well.
Sincerely,
Member ServicesInitial Complaint
Date:03/19/2025
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.
Purchased a ***** 1955 Horsebit bag - it is not authentic as advertised. I know this because a professional authenticator at Fashionphile reviewed it and determined that the font on the inside tag and the hardware was not correct. I have their documentation. Rue La La has several outstanding complaints against them for this same issue - selling luxury goods that are not authentic even though they claim authenticity.Business Response
Date: 03/26/2025
Dear ******,
Thank you for allowing us to assist, we were happy to review. At Rue La La, we are dedicated to offering authentic, high-quality products to our valued members, and it deeply concerns us when a purchase leaves a member feeling dissatisfied. Please know that we take the authenticity of our products extremely seriously and stand firmly behind the authenticity of the ***** Horsebit 1955 Leather Shoulder Bag. Every item we offer goes through a thorough vetting process to ensure it meets our high standards. We want to emphasize our commitment to providing genuine luxury items that our members can trust. We see that our team offered you a return label to be refunded to Rue La La account credit. Based on the age of the order, being ordered more than a year and a half ago, we are unable to offer a refund to your original form of payment.
Sincerely,
Member Services
Customer Answer
Date: 03/26/2025
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 do not want a credit with their company. I paid $1,100 plus tax for this item, and it is worthless because they sold me a fake. It has no value. I understand they have offered store credit, but how can I trust that any of their other items are authentic?
There are countless similar casespeople purchasing "guaranteed genuine" items only to later discover they were fake. Even former employees have publicly acknowledged that Rue La La has ongoing authenticity issues due to how they acquire goods.
Beyond that, why would I want an $1,100 credit with a company I cannot trust? I do not need anything they sell. I am owed a refund. They sold me an item as authentic and guaranteed, and it was not. I am happy to return the purse, but I expect a full refundnot store credit.
They have pointed out that the item is used. Yes, I used the purse for a few months before attempting to resell it through Fashionphile, a luxury handbag reseller. Their authenticators flagged it as fake, citing incorrect interior tag fonts and hardware.
I buy luxury bags with the understanding that I can resell them after use. Its an investment. But because of Rue La Las questionable business practices, this bag has zero value.
Regards,******
Business Response
Date: 04/02/2025
Dear ******,
Thank you for your response. We want to assure you that Rue La La stands by the authenticity of every item we sell, and we source our products only from reputable suppliers. Authenticity is a top priority for us, and we take these matters very seriously.
Due to the significant time that has passed since your purchase and the subsequent use of the item, we remain firm in our offer of store credit as a resolution. While we regret that you are unhappy with this outcome, this is the best accommodation we can extend given the circumstances.Sincerely,
Member Services
Customer Answer
Date: 04/05/2025
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 was sold an item that was advertised as an authentic ***** bag, what I received was not authentic and I did not know this until I tried to sell it to Fashionphile, who have expert authenticators that verify authenticity (in this case they noted incorrect hardware and an incorrect font on the interior). I had initially been offered $750 from them (the bag is in excellent condition but pre-owned). I want Rue La La to refund me the $750 I have lost.
And might I remind Rue La La that this is actually illegal, my next step will be to report them to both the California and Massachusetts' attorneys general.
Selling fake bags is illegal under the federal trade**** law. Counterfeiting handbags also violates the Stop Counterfeiting in Manufactured Goods Act. The Anticounterfeiting Consumer Protection Act of 1996, Pub.L. No. *******, 110 Stat. 1386 (1996), addresses the growing problem of trafficking in counterfeit trade**** goods, which has primarily involved the clandestine distribution of imitations of well-known trade****ed merchandise. The 1984 Act created an offense, codified at 18 U.S.C. 2320, which provides that "(w)hoever intentionally traffics or attempts to traffic in goods and services and knowingly uses a counterfeit **** on or in connection with such goods or services" shall be guilty of a felony."
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:03/18/2025
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.
Merchant claims item was delivered but provided no option to file missing item with *****. High value item should have option for insurance through company. I was not given any indication item over 400 dollars could be left without any recourse by me when merchant claims to h as be delivered many days before expected delivery. I was not home and if item was delivered it was not there when i expected item. Company refuses to provide any reasonable option.Customer Answer
Date: 03/29/2025
I have not heard from the business in response to my complaint. There should be an option with purchase of high end merchandise to insure delivery for reimbursement if item is not received. The company has not taken any responsibility for the package after being given to delivery company. Fedex does not allow me as the consumer to file a claim. It is set up that only the merchant can do so. I am seeking replacement or refund and prior to my communication with BBB they would not allow me to have any recourse. Buyers must be warned that this is the company response.Business Response
Date: 04/02/2025
Dear *****,
Thank you for reaching out regarding your recent order. After investigating the order in question, we determined that the order was delivered by ***** with tracking number ******************** to you, on 2/7/2025. As we have proof of delivery to your specified shipping address on file, we are only able to issue a one-time exception and refunded $499.99 to your Rue La La account on 4/2/2025. Please allow up to 24 hours for this to process and appear on your account. Store credit will expire 1 year from the date it was issued.
We recommend that future orders may need to be delivered to an alternate address, a parcel locker or holding location.
Sincerely,
Member ServicesCustomer Answer
Date: 04/07/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you for your assistance. Please note that I hope in the future the company will allow customers to obtain insurance coverage for delivery to cover circumstances where the package is missing but marked delivered.
Regards,
***** ******Initial Complaint
Date:03/18/2025
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.
On 3/4/2025 I made a purchase for 1.00ctw Diamond Stud Earrings. I paid an amount of $311.32 it was to my understanding that when you order diamond jewelry or designer items, a signature would be required upon delivery. ***** dropped my package to my back door without a signature, it looked as light as an envelope, no idea why it would be left at an open back door when I have a front door vestibule my package ends up getting stolen. Fast forward, ***** wont help me because theyre saying a signature should have been required from the merchant, the merchant Rue La La wont help me because theyre saying the package was delivered to my address and they dont require signatures for their merchandise unless its a purchase of $2,500 and up. So now Im out of $311.32 and no one is willing to meet me halfway and help. Please dont even bother to shop here they will only rob you too, they dont care about their customers, once you pay them, youre either SOL of what you paid for.Customer Answer
Date: 03/28/2025
I have not heard from the business in response to my complaint.Business Response
Date: 04/03/2025
Dear Asia,
Thank you for allowing us the opportunity to assist you. After a thorough review of your claim, we found multiple previous instances where courtesy refunds were issued despite proof of delivery on your account. Given this history and the confirmation of delivery for your current order, we regret to inform you that we are unable to process a refund or replacement at this time.
Sincerely,
Member ServicesInitial Complaint
Date:03/13/2025
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.
This website is a scam - their items are NOT verified or even authentic half the time - I recently ordered 2 perfumes and never even received them - now the customer service agents are claiming there is nothing they can do as they have proof my order was delivered - when I asked for proof to be sent to me they were unable to provide it - I spent 100+ $ on their website only to be blown off after not receiving my order and this isnt the first time their customer service has been shady- Ive also received non authentic items from this storeBusiness Response
Date: 03/21/2025
Dear Akasha,
Thank you for allowing us to assist, we were happy to review. The proof of delivery was included on ****** tracking number ************. Reviewing the information, the package was pictured in a person's hands, indicating the FedEx delivery driver handed it off directly to you. We have included this picture in this response. In review of your other concerns, upon review there was only one prior order on your account, of which you also advised you did not receive as it was unretrievable after delivery.
Sincerely,
Member Services
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.