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:03/11/2025
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.
Like many others, I feel like their Easy Return statements are very vague and only when doing a deep dive on the site after the fact, did I see it stated that I would not receive a full refund for my purchase.I purchased a pair of boots on 12/12/24 for $65.99 that were not of expected quality and started the return process right away. On 1/31/25 they send me an email stating that my original payment method was refunded $42.01. In reality, they CHARGED me an additional $42.01. I contacted them again letting them know about the error and that they now owe me $80.02 to make me whole. On 2/4/25 they resent the original email that they sent me on 1/31/25. They have made no attempt to resolve this.I am now out $108 for boots that they have had back in their hands for months.
Business Response
Date: 03/21/2025
Dear *********,
Thank you for allowing us to assist, we were happy to review. On 1/20/2025 you were refunded $42.01, which was the amount of the shoes, minus the original and return shipping fees of $11.99 each. Outside of the charge for the shipment of this order on 12/12/2024 in the amount of $65.99 there have been no additional charges from Rue La La. We hope this information helps!
Sincerely,
Member ServicesInitial Complaint
Date:02/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
bought two bathing suits on 02/03/2025 , but one was too small and the other too big. I returned both on 02/04/2025, but the company only refunded one on 02/20/2025 in amount of 51.92$. Ive sent three emails and reached out via chat, but I havent received a response.Business Response
Date: 03/01/2025
Dear ********,
Thank you for allowing us to assist, we were happy to review. We responded to your requests on 2/19 and 2/25 advising that we ask for 10 business days after the return is received for all refunds to be processed. As this was delivered back to us on 2/18, please allow until 3/4 for your refund to process for the remaining swim suit. For more information about returns, and refund timeframes, please see our Help Content here: ****************************************************************************************
Sincerely,
Member ServicesCustomer Answer
Date: 03/12/2025
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 # ********. why would you issue one refund to me and not the other when you received both items on the same day.
FAQ
Regards,Kornelia
Business Response
Date: 03/29/2025
Dear ********,
Thank you for your response. There could be a variety of reasons for the items being refunded at separate times. We were happy though to see that the we processed the refund for the second piece on 3/25 in the amount of $63.43 to your original form of payment.
Sincerely,
Member ServicesInitial Complaint
Date:02/21/2025
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.
Rue La La shipped me counterfeit Shoes. I verified with a real Valentino retailer. I took 60 pictures of the shoes. Theyre definitely fake fake.. I sent them back within the agreed time. They agreed to give me a refund, but then sent my debit card a fake voucher credit. I would check every once in a while and they play game with me saying it takes longer to get the money. I called them. I emailed them. I texted them. They offered me credit which I declined because they sell fraudulent items. They suggested I upload a new credit card and they will try to give me a refund on that card. I uploaded a new card and saw the information was deleted so I uploaded it again. I still have not received a refund. I have reported to my debit card that its fraud and Im disputing the original charge. Theyre sending out fake voucher Credits to a Debit card do not work. I have never had this much of a horrible experience with a retailer in my entire life. They will basically do anything to keep your money and send you fake Products. I informed ********* that they are selling counterfeits at a discounted price. I sent Valentino about 30 pictures and a detailed report about these high end counterfeits. My Real Valentino shoes versus the fake ones they sent For comparison.Business Response
Date: 02/28/2025
Dear *****,
Thank you for allowing us to assist, we were happy to review. We stand entirely behind the authenticity of our products and work diligently to offer high-quality authentic products at a great price to our valued members. As this was a returnable item, we provided a label for you to return the item. Looking into the details of your return, we received the return on 2/8/2025, and we initially tried to process your refund on 2/11/2025, but your financial institution blocked the refund. We were able to successfully refund you to the alternate form of payment your provided on 2/24/2025.
Sincerely,
Member ServicesInitial Complaint
Date:02/20/2025
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 ordered a watch from ******** for my ****** *****. I did not know ******** does not ship from their own warehouse, but instead they go through a third-party distributor called *** distribution located in *****. The watch they were supposed to send me (a citizen pro master fug) was just an empty citizen watch case. After several conversations with their customer service, as well as sending pictures and documentation, they refuse to help me in any way shape or form. They scammed me for $258, and as a first time customer of theirs, this was probably the worst experience anyone could have.Business Response
Date: 03/01/2025
Dear **,
Thank you for allowing us to assist, we were happy to review. We would like to first add some insight, our items come from both our warehouse, or our Brand Partner. This is listed in the details of each product for your convenience. Based on information you have provided about possible tampering of the package, we were happy to process a full refund of the item in the amount of $246.02 ($11.99 had previously been refunded on 2/11/2025.) Please allow 3-5 days for this to process onto your statement.
Sincerely,
Member ServicesCustomer Answer
Date: 03/03/2025
[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. Please take customers at their word going forward, this was a terrible experience for me, and ultimately only hurts the business and brand.
Regards,
** ******Initial Complaint
Date:02/16/2025
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.
On October 3, 2024, I purchased a ***** Marmont top handle handbag for ******** from **************************. The bag strap was not of desired length, so I decided to sell the bag to Fashionphile. I received a reply that the bag could not be authenticated and had to pay a $75 authentication fee to have the bag returned. I contacted Rue La la's customer service, immediately, letting them know that the bag was identified as counterfeit and what they could do. I was sent an email stating that I should see the return policy. The item shows as non-returnable. As Rue La la's own policy states that they stand behind the authenticity of every item they sell, clearly, they do not! I did not use the item and expect a full refund. Coincidentally I attempted to Co sign another ***** Marmont that I purchased from ********, their other group, and the bag was also identified as counterfeit and/or unable to be authenticated.Business Response
Date: 02/25/2025
Dear ******,
Thank you for allowing us to assist, we were happy to review. Were sorry that you are not satisfied with the ***** Bag you recently purchased from us. We would like to provide some additional insight into your concerns.
We stand entirely behind the authenticity of our products and work diligently to offer high-quality authentic products at a great price to our valued members. Though we stand by the authenticity of the bag, we want our members to love every item they receive. Since you were not satisfied with your purchase, we would be more than happy to offer you a return for a refund on this item. 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 7-10 business days from the date it is received.)
Sincerely,
Member ServicesCustomer Answer
Date: 02/27/2025
[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:02/06/2025
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 contacted ******** because I never received order #**********. They responded and told me to wait a few days, ask neighbors, and if I did not receive they would provide a refund and or a replacement. I contacted them back after a few days and then they stopped responding. I tried contacting them via phone, email, re-submitted a request for a response and heard nothing. I finally filed a dispute to my credit card which was denied as they claimed it was delivered even though it was not. Then I contacted them again to see if I could resolve this directly again and they said they would look into it and get back to me in a few days. Then they said they would not doing anything because the dispute was resolved in their favor. Bottom line is I never received the product, they offered a replacement or a refund but then refused to do it. This business has awful customer service and should do a better job communicating with their customer. I could have filed a claim on my credit card for purchase protection but now is it too late because of this. I would like a refund to resolve this issue.Business Response
Date: 02/13/2025
Dear ***********,
Thank you for allowing us to assist, we were happy to review. We apologize that your delivery was unable to be retrieved after delivery. We understand the frustration. Upon researching to determine other possible solutions, we did determine there has been a dispute filed with your financial institution. As your financial institute has reviewed, we are unable to assist further. Please contact your financial institution for further information.
Sincerely,
Member ServicesCustomer Answer
Date: 02/18/2025
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.
This business is totally skewing the story. I didnt hear from them for months despite constant repetitive phone calls and emails after never receiving the order. After never hearing from them I disputed the charge, however my financial institution told me they could not get involved so this case was closed. It was the only way to get them to respond yet now they are telling me they cant do anything. They received my money but never shipped the item. Shipping insurance should cover this item but the business is refusing to do anything. Incredible how horrible their customer service is!
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: 03/01/2025
Dear ***********,
Thank you for your response. On November 27, 2024, we requested that you allow additional time for delivery based on the tracking details. When you reached out to us via chat on December 5, 2024, there was no response to our representative, and we did not receive any further communication from you until February 2, 2025approximately one month after the dispute was filed.
Given the proof of delivery, along with the dispute that has been submitted, we regret to inform you that we are unable to process a refund or replacement at this time.
Sincerely,
Member ServicesCustomer Answer
Date: 03/03/2025
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.
Please provide screenshots where I sent multiple notes back to you in December. Actually, you never responded to me after I made multiple attempts to contact you (attached). I disputed after I did not receive responses and then sent another complain in February after my dispute did not resolve the issue.
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:02/05/2025
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.
Purchase made January 14 for Medium Down Jacket from mft. **** **** Receipt of Jacket looked exactly as pictured. However the jacket is not a Down Jacket. In fact, it is little more than a quilted **************** indicated that the purchase was a Final Sale.However, I would have been glad to have the jacket IF it were a DOWN jacket as advertised.The jacket is in its' original packaging with tags and I have no use for it. I have reached out to Gilt and received unsatisfactory response.I believe that the sale was a "borderline" FRAUD. At the very least, they should have included fine print, If you don't get what you ordered, don't call us"I want to return this jacke and receive credit for my return.Business Response
Date: 02/13/2025
Dear ****,
Thank you for allowing us to review. We are happy to help! We apologize that you received the incorrect item. We see that one of our team members offered a return label to you on 2/5/2025. In some cases their can be packing or site listing errors that can lead to situations like ours, but it is always our goal to remedy these issues. While we are looking into exactly what occurred, we have provided you a complimentary return label to return the item for a full refund. 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 7-10 business days from the date it is received.)
Sincerely,
Member ServicesCustomer Answer
Date: 02/18/2025
[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:02/01/2025
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 placed an order 1/16. The shipping labels for two boxes were both printed on 1/17. One item was delivered 1/24 and had a damaged piece in it, another item still pending resolution. At that time I reached out to customer service and requested an update on the missing package and a replacement lid for the broken one. They were unable to provide an update on the shipping and are supposedly working with the manufacturer regarding the broken lid. At this time, I requested that they refund my money. Their shipping policy (attached) clearly states that you should wait 2-7 business days for DELIVERY. I am now at 10+ business days and they are still giving me the runaround and refusing to refund me my payment (see 2/1 email attached) and the item has not even left their facility (see tracking attached). I have pointed out that they have not held to their own deadlines, but they refuse to refund me after THREE requests for a refund. I just sent my 4th request on 2/1 in response to the attachment with that date. Please see attachments.Business Response
Date: 02/12/2025
Dear *******,
Thank you for allowing us to review. We are happy to help! We see that our team was able to assist with a refund for the item that was not shipped, and we have provided tracking number ************ for the replacement of the damaged lid. We are happy our team was able to assist!
Sincerely,
Member ServicesCustomer Answer
Date: 02/13/2025
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 HAVE RECEIVED A REFUND FOR THE **** THAT WAS NEVER SHIPPED. I AM STILL WAITING FOR THEM TO PROVIDE A REPLACEMENT LID FOR THE BROKEN LID ON THE ****S I DID RECEIVE. THEY HAVE STATED IT IS ON IT'S WAY BUT I WILL NOT MARK THIS RESOLVED UNTIL RECEIVED. THANK YOU!
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: 02/25/2025
Dear *******,
Thank you for your response. We have confirmed with our Brand Partner that this replacement was sent out via tracking number 772018134480. Upon review we see that this was delivered to your address on 2/14. The carrier did leave a picture, that can be reviewed with the tracking number provided, which indicates this was delivered to your correct address.
Sincerely,
Member Services
Initial Complaint
Date:01/30/2025
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 received the wrong item. I ordered a Pasargad ****** table lamp I received a pasargad **** **** scone. I have repeatedly tried contacting customer service. I receive a reply that they received my complaint and will contact me. Question is when if ever. I do not think they have a functioning customer service.i will never order from ********************** again.Business Response
Date: 02/10/2025
Dear *****,
Thank you for allowing us to review. We are happy to help! We apologize that you received the incorrect item. I see that we reached out to you on 1/24 to request pictures, on 1/28 we provided our contact information per your request, on 1/30 we requested for you to verify your contact information. We are happy to see that we provided you a return label on 2/6 to return the item for a full refund.
Sincerely,
Member Services
Initial Complaint
Date:01/30/2025
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.
Failed to credit returns and send merchandise. They acknowledge their oversights and sent an emails confirming the credits.....HOWEVER, THEY DID NOT MAKE THEM AS PROMISED.Business Response
Date: 02/13/2025
Dear ***,
Thank you for allowing us to review. We are happy to help! Please see the below breakdown of your refunds for this order of which, $110.21 was refunded to your AMEX in total, and $225.77 was refunded to your Rue La La account. We have further broken the refunds down below.
LR Home Striped Faux Leather Hide Throw Pillow: All 3 refunded $80.25 on 12/27/2024 to your AMEX
Pursonic Portable Sonic Toothbrush Family Bundle: Refunded $29.96 on 1/4/2025 to your AMEX (Broken into $17.12 and $12.84)
Save The ********************** Refunded $90.95 on 1/10/2025 to your Rue La La credit
***** Bahama Tide Hibiscus T-Shirt: Refunded $54.57 on 1/17/2025 to your Rue La La credit
LR Home Textured Faux Leather Natural Throw Pillow: All 3 refunded $80.25 on 1/20/2025
Sincerely,
Member ServicesCustomer Answer
Date: 02/18/2025
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.
LR Home Textured Faux Leather Natural Throw Pillow: All 3 refunded $80.25 on 1/20/2025- HAS NOT BEEN REFUNDED TO AMEX. SEE DETAILS OF CREDITS ATTACHED.
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: 02/28/2025
Dear ***,
You were refunded $80.25 to your Rue La La account on 1/20/2025, not your AMEX. We apologize for any confusion!
Sincerely,
Member Services
Customer Answer
Date: 03/04/2025
[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,
*** *******
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