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:01/24/2025
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 keep getting the run around where they keep responding to my complaint with the statement that the monies were refunded on 1/4/25 to my AMEX. I have provided them on numerous occasions with detail of credits made to my AMEX, but they refuse to consider this. I have NOT been refunded the money for the shipment that did not reflect what I had ordered. Other items were shipped that were not indicated on the website and they were wrong.
Business Response
Date: 02/05/2025
Dear ***,
Thank you for allowing us to review. We are happy to help! We have provided the details of your refunds for this order via email. We have included the details below as well.
The following totals have been refunded for this order: $110.21 to your AMEX in total, and $225.77 to your Rue La La account credit- broken 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
We hope this information helps!
Sincerely,
Member ServicesInitial Complaint
Date:01/09/2025
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 bought a coat on the website.The site has advertises Free And Easy Returns. The coat was not warm Enough so I went to return. I had only 2 options 1) a full merchandise store credit or 2)) a return for ***** . That is not a free return. I want my full merchandise credit to be applied to my original form Of payment.Business Response
Date: 01/21/2025
Dear Sheetal,
Thank you for allowing us to review. In the section that you provided in your screenshot, if you hover or click into that section, our site explains that you have two shipping options one of which does allow for free returns, with no return shipping fee applied. We have attached this to this response. We were also happy to see that you spoke with one of our concierge members, that waived the fee and provided you with a complimentary return label to be refunded to your original form of payment without the fee. Thank you so much, we hope this insight helps!
Sincerely,
Member Services
Customer Answer
Date: 01/22/2025
[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,
Sheetal RamiInitial Complaint
Date:12/30/2024
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.
Ordered 2 glasses from ********. Didnt get shipping info until the item was out for delivery. I put in ** ***** to deliver to a pick up location because Ive had issues wt missing packages before. Well item was marked delivered but NO PROOF OF DELIVERY!! Contacted Rue la la right away and was told I had to wait until 12/20 to get a refund. They also acknowledged there was no proof of delivery. Called again after 12/20 to get my refund and re-order items and was told they would file a claim ** **** x and I would have to file a claim wt who I paid with. I used a 3rd party payer so I filed a claim wt them. I called rue la la back for my refund and now I'm being told there's nothing that they can do and the items were sent directly from the vendor so its out of their hands. Excuse me I placed my order through YOU. *** was very condescending trying to explain they are able to offer low prices because blah blah blah. Honey I'm well aware. I just dont get how I get a new and different rebuttal from each person I speak to. Obviously they are trying their best to put the responsibility elsewhere. Meanwhile YOU Rue la la have my $$ and I dont have my items and YOU are doing nothing to help. I will NEVER in my life order another thing from this place... I dont care how good the deal is if your customer service is horrible.Business Response
Date: 01/07/2025
Dear *****,
The tracking information for your package indicates that it was delivered to your shipping address on 12/12 at 2:19 PM. Since we have proof of delivery, were unable to help with a refund or replacement at this time. As you used Afterpay for this order, they currently have your payments. We suggest contacting your financial institution to file a claim and dispute the charges. Unfortunately, we cant provide any further assistance with the billing for this order.
Sincerely,
Member ServicesInitial Complaint
Date:12/27/2024
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 business is ripping me off for $59.27 and has quite possibly the worst customer service on Earth. In October I ordered a blanket and pair of sunglasses from them. For no apparent reason it defaulted to a shipping address I have not lived at in many years in ** when I live in **. I immediately alerted them and their CS couldnt for the life of them understand anything so I wound up PICKING UP MY PACKAGES IN **. Again I live in **. After all this the glasses were awful so I returned them. I mailed them back promptly with their label and was told ** have a refund in 3-5 days. Now a month later no refund.Finally their inept CS contacts me again today and says I owe them a balance of $59.27??????? I paid $93 for the glasses and blanket together and have the email. I have the email for the refund. How could I owe them money this is insane? So they shipped me a blanket and glasses for free ? To the wrong place? Now got the glasses back and I owe them $59.27??? This is laughable. Is there anyone with a brain there that can get me my money?This company went very downhill I shopped here for many years. They need to reevaluate their customer careBusiness Response
Date: 01/05/2025
Dear ******,
Thank you for allowing us to review. We are happy to help! We are happy to add some additional insight. Looking into the details of your order, the Tennessee address was selected, or not updated to the correct address at checkout. We would be happy to provide a refund for the returned items, however $59.27 was not settled when the item shipped out. We successfully charged $34.02 on 10/27/2024 for the ****** Brothers throw blanket, but were unable to successfully charge the balance for the ***** **** sunglasses. We attempted multiple times to charge this balance, on 10/29/2024, 11/1/2024, 11/4/2024, 11/7/2024, and 11/10/2024. We have previously provided you a receipt that showed the $59.27 charge attempt was unsuccessful. As you were not charged for the item we are unable to refund you for it being returned.
Sincerely,
Member ServicesCustomer Answer
Date: 01/06/2025
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 know how we are having such different experiences but my next step is the ************************. I was charged for the two combined as noted in the picture I provided. The $93.29 is what came out of my Apple Pay.
the address should never have been a default address when Ive ordered over 40 times from this company since moving three years ago and not once has this been the address to default to but regardless, you alleging you attempted $59 from my account on all these occasions is hilarious. My account has $45,000 in it. What would it reject you half a dozen times unless you are likely also using a closed bank account from three years ago and not the one that you CHARGED NINETY-THREE dollars on.also you dont find it laughable that what youre essentially saying is you mailed out a product that wasnt paid for???? That would never ever ever happen.
i will be filing a fraud report with the *************************
Regards,******
Business Response
Date: 01/15/2025
Dear ******,
We have reviewed your order details again, and can confirm that only $34.02 was successfully charged to the ApplePay you provided as the payment method on this order. We were unable to charge the $59.27 to the same payment method for the ***** **** item. The original $93.29 is an authorization hold which is a temporary hold on a cardholder's funds to ensure a transaction can be completed and falls off within 3 to 5 business days depending on your financial institution. This hold helps us to ensure funds are available as we do not charge until we ship. When the ***** **** sunglasses shipped out to you, we attempted to charge your ApplePay at that time. This is outlined in our Help section as well. In cases where we are unsuccessful in charging the payment method on file when an item ships, we will try additional times, as we did on the subsequent dates provided in our first response. We have provided the receipts to you via email and have attached the receipt of the first charge attempt here as well, with your personal information removed. We hope this information helps!
Sincerely,
Member ServicesInitial Complaint
Date:12/09/2024
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 was sent the wrong items that I did not order. RueLaLa is refusing to send the correct ones and demanding I send back the items for a refund. I am legally protected by the *** and I do not have to send the items back for a refund. **********************************************************************************************************************Business Response
Date: 12/18/2024
Dear ******,
Thank you for allowing us to review. We are happy to help! We are happy to provide you with additional insight. The information you attached applies to items that were not ordered, such as if we had sent items in addition to your order, or duplicates of the same item. Since this was an order that you placed with Gilt and the incorrect item was received, we would need for the item to be returned before we can process a refund. We would also like to mention that the item you received was a Malo Optimum item, which is a series offered by the **** brand.
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.) We hope this information helps!
Sincerely,
Member ServicesInitial Complaint
Date:12/09/2024
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 2 pair of boots, followed the size guide and both were too big. I chatted with someone who assured me that if I purchased the $11.99 for 30 days shipping promo, the return would be included. When returning both items, the RueLaLa system couldnt generate a return label for the 2nd pair of boots/it only generated 1 return label for 1 pair of boots. I reached out to service again and the *** was very helpful. She emailed a label that included both items so they could be shipped together. After the items were confirmed received, my refund was less $23.98. I was charged $11.99 for each item I returned, although I was told there was no charge. I was originally told the return shipping was included in the promotion I purchased. For the entirety of shipping/return, I was charged $35.97 which I was misled to believe would only be $11.99.Business Response
Date: 12/18/2024
Dear ******,
Thank you for allowing us to review. We are happy to help! For this order you were charged $11.99 for the original shipping fee, and then one fee of $11.99 for the return shipping fee. Return shipping is not included in our promotions! We apologize for any confusion!
Sincerely,
Member ServicesCustomer Answer
Date: 12/18/2024
[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 not satisfy my issues and/or concerns in reference to complaint #********. I dont think the misleading information I was provided is being considered. Based on numerous other complaints, I dont have any confidence my shipping fees will be returned if I pursue this further.I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** *******Initial Complaint
Date:11/10/2024
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 an item that looks different that what I saw online for both items. Called now told I cannot get a refund over $500. Never buy anything from this company. They are a rip offBusiness Response
Date: 12/04/2024
Dear ******,
Thank you for allowing us to assist, we were happy to review. We are sorry to hear that the items did not live up to your expectations. For order **********, we refunded your return on 11/29/2024 to your original form of payment. We hope that this information helps!
Sincerely,
Member ServicesInitial Complaint
Date:11/07/2024
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 *** **** glasses (*** **** Women's Blue Block 54mm Optical Frames) on 10/17/24. They were delivered on 10/25/24, when I discovered that the *** **** box was missing (this designer always has a box with their glasses.) I left a message customer service via chat on 10/29/24 to request that the return fee of $11.99 be waived since I received an incomplete product. When they finally replied to my request on 11/7/24, they cited a support request on 10/2/24 (which couldnt have been me) and denied my request with no explanation. When I replied asking for a reason, and for further consideration, they replied unless specified in the product details, our authenticated products may not always include the original packaging. Nowhere on the product page does it say anything about this - as a result I was not properly informed prior to purchase and therefore was not able to make an informed decision. Had I known prior, I wouldn't have purchased it because I collect the boxes. Ive attached screenshots of the product page as proof. All I am asking for is to return the glasses for a full refund of what I paid ($90) without a return fee taken out. I believe this is fair and reasonable especially because Im not even asking for my original shipping to be refunded. Rue La La needs to own the fact that they did not share this information so that I, the customer, could know that I was purchasing a new product that was being sold without the original packaging.Business Response
Date: 11/17/2024
Dear ******,
Thank you for allowing us to assist, we were happy to review. We were pleased to see that one of our Concierges assisted you with refunding the return shipping fee of this order on 11/7/2024. A return label was also created on 11/9 to return the glasses, but does not appear to have been used as of this message. Once the return is delivered to us and processed by our Returns Team you will receive your refund to your original payment method in 7-10 business days.
Sincerely,
Member ServicesInitial Complaint
Date:10/24/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I returned the item. The received the item las Oct 8th but not refund I contact customer support several times but they are not able to resolve itCustomer Answer
Date: 11/03/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* ******Initial Complaint
Date:10/23/2024
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.
We had a $3,000 credit from Ruelala for a piece of jewelry we bought earlier in the year, and returned. Ruelala would not give us a refund on this item, even though we returned it promptly and it was received by Ruelala. That is problem #1. So, we have a $3,000 credit to spend down, which is a lot of money. Recently we needed a dresser, and ordered it from Ruelala, cost $600. It arrived, and the drawers, which are sprayed with some kind of velvet lining, stink. There is a white powder in the drawers and it smells of chemicals, very strongly like mothballs. We vacuumed the drawers and are unable to get the horrible smell out. We contacted Ruelala by email for customer support, and they have not responded. We want to return the dresser at Ruelala's expense and their pick-up, and get a full refund, not a credit. This dresser is unusable and it stinks so badly we feel it's toxic to even have it in our home with our dogs. Since the drawers are lined, we can not even clean them with any cleaning product to remove the odor. No one should be shipped merchandise that stinks like this dresser does. This is a travesty to send merchandise like this to any customer. In addition to the $600 refund, we would like a refund for the remaining amount of $2400 for the jewelry we returned. It will take years for us to spend this down, and we do not like the quality of the items we've been receiving lately. After being loyal Rue customers for over 20 years, we feel that we deserve better consideration than we've been getting.Business Response
Date: 11/17/2024
Dear *****,
Thank you for allowing us to assist, we were happy to review. Reviewing the details of the order, I see one of our Concierge members was able to resolve your concerns! I see that the return label for the Diamond Necklace you returned earlier in the year was created through the returns portal in your account, with merchandise credit being the preferred refund type. When speaking with our team on 10/26, we happily reversed the remaining funds to your original form of payment, as well as processed the refund for the dresser back to your original form of payment as well. We apologize that your dresser didnt arrive to you in perfect condition, and are happy that we were able to fulfill your requests!
Sincerely,
Member Services
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