Important information
- Customer Complaint:BBB with the use of artificial intelligence, analyzed the complaints on 9/11/24
BBB shared the findings and recommendations with Rue La La,Inc.
The findings appeared to show:
Refunds and Exchanges: High frequency of issues with returning items and obtaining refunds.
Delivery Concerns: Problems with shipping times, lost packages, and incorrect deliveries.
Service Quality: General dissatisfaction with the service quality provided by the company.
Product Quality: Complaints about receiving defective or low-quality products.
Rue La La, Inc. on 1/23/25 responded to BBB with:
We understand that it can be frustrating for our Members wanting to return items and feeling like they are not getting their service expectations met, but it is always our intention to make this process as easy for Members as possible and to get them resolution. However, we are a flash sale/off price company where our inventory is constantly being turned over and we buy in limited quantities. This does not allow for exchanges very easily as the items are usually not available in alternate sizes or colors but does allow us to offer amazing deals on high end fashion and home goods. It also means that we need to put returned items back into inventory quickly to allow other Members access to these high demand/low quantity items. As a result, in early 2024 we reduced our return window from 30 days to 21 days to quickly put these items back in stock. We did grandfather in any purchases prior to that change and allowed for extended returns for customers for about 60+ days after that policy change and still do offer exceptions based on individual circumstances. Our returns policy is clearly outlined on our site in our “Help” section under “Our Return Policy.” This section outlines our return window for returnable items, 21 days from the shipment date. This section also outlines the refund options for returnable items, if they choose Merchandise credit they can return the item without a return shipping fee (this is similar to the policy of many other online retailers), or to original form of payment with a deduction of our $11.99 return shipping fee. Also outlined are the refund timelines, which is 3-5 business days for merchandise credit and 10 business days for original form of payment (this is dependent on the customer’s banking institution as we issue credits at the time we receive the item back). This help article also explains that items marked as “Final Sale” are not eligible for returns and explains that this information can be located in the product description on the site, as well as on the packing slip. Though Final Sale items and items outside of our return window are considered non-returnable, we do provide our members with exceptions based on the individual circumstances but generally offer each Member a onetime exception no questions asked as long as the item is in original condition and in original packaging. Though not ideal, at times we have to deny both late returns and final sale returns due to multiple requests/abusive behavior on the part of the customer.
Complaints
Customer Complaints Summary
- 148 total complaints in the last 3 years.
- 53 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/21/2024
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 ordered ********* ********* shoes from the company. They arrived and despite initially saying I could return during the purchase process, when they arrived, the packing slip said no returns, sale final. The shoes are clearly fake (stamps and signatures dont match, boxes are fake, etc) I contacted the merchant on 10/6 and got no response besides a form email saying theyd be in touch. Finally had to file with my credit card company. I have reached out to ********* ********* directly because I must show proof that they are fake before my cc company with support my claim.
Business Response
Date: 10/30/2024
Dear *****,
Thank you for allowing us to assist, we were happy to review. We stand by the authenticity of the items sold. 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. Periodically, we purchase merchandise from trusted independent suppliers and not directly from the brand owner. This means that some of our items may not arrive with original packaging or dust bags, but it allows us to provide our members with the best prices for our authentic luxury items. As there is also an open dispute on this order, we are unable to assist with a return.
Sincerely,
Member ServicesInitial Complaint
Date:10/06/2024
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 ordered a $600 necklace from ruelala and the box arrived EMPTY and tampered with. Security video in my condo shows the last person to touch the box was the delivery company ruelala partners with *************** I contacted ruelala many times and was told that my item was delivered. I told them the box was EMPTY and that I have surveillance video proving that. I have since filed a report with the police, the better business bureau, the ******* delivery company, and the retailer from which the necklace came from to inform them of ruelalas incompetence, inaction, and fraud. Rue la la denied me a refund or replacement of the original necklace. I do not want a gift certificate as the necklace cost $600!!!!!! Hence my police report. I informed ruelala that there was a cut in the box that was later covered up with tape. Someone in their packaging facility or with the delivery service ruelala uses stole my necklace or never put it in the box in the first place. Ruelala has done nothing to rectify this. Simply looking into the weight of the box when it left *********, when it arrived at the delivery facility, and when it left the delivery facility would determine the whereabouts of the necklace. I should also mention that my unit number was clearly written in my address instructions and the box was not delivered to my door! It was left unattended at a front table in my condo lobby even though I was at home and waiting. I expect a full refund for a necklace that was never received either from the direct fault of rue lala employees or their partnership delivery service all of which rue lala is responsible for. The police report will remain open until a settlement is made.Business Response
Date: 11/08/2024
Dear *******,
Thank you for providing the attached information! We are so sorry that your package showed signs of tampering after being received. It was our pleasure to assist you. We have processed a full refund of $839.11 CAD for the ******* item. Please allow 3-5 business days for this to reflect on your statement. .
Sincerely,
Member ServicesInitial Complaint
Date:10/06/2024
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 paid ruelala $600 US for a necklace. The box was delivered EMPTY! I filed a police report as ruelala is saying that it was delivered despite the fact that I told them the box was empty. ****** is ruelala delivery company. My package was NOT delivered to my door. Upon further inspection of the box it was cut open PRIOR to delivery. I have surveillance video of the delivery driver having last hands on my package before I retrieved an empty box. Ruelala is refusing to refund me/send me a replacement or look into retrieving my refund from THEIR delivery team. A police report has been filed. I contacted ****** and filed a report myself. Where is my buyers protection and why isnt ruelala looking into their partnership with ****** to protect my purchase and refund me! I expect my money back and ruelala is responsible for ensuring their delivery isnt tampered with and that a purchased item is received.Business Response
Date: 11/08/2024
Dear *******,
Thank you for providing the attached information! We are so sorry that your package showed signs of tampering after being received. It was our pleasure to assist you. We have processed a full refund of $839.11 CAD for the ******* item. Please allow 3-5 business days for this to reflect on your statement. .
Sincerely,
Member ServicesInitial Complaint
Date:10/02/2024
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 chair. It was to be delivered on September 11. The website shows it should be deliver September 18. Its October 2. No way to contact anyone for help. Live agents are bots. Email is responded to in 24 hours with non answers. Ive been given tracking numbers that dont exist. There is no way to reach a human for help.Business Response
Date: 10/19/2024
Dear *****,
Thank you for allowing us to assist, we were happy to review. We looked into the details and see that our *************** Team were able to provide you with the tracking information and the contact information for our carrier to arrange the delivery. We were happy to see that it was delivered on 10/4/2024. We hope you love the accent chair!
Sincerely,
***************Initial Complaint
Date:09/03/2024
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.
In July of 2024 I purchaed 4 pairs of shoes from Ru lala. I kept 3 (even some I didnt like but they were final sale) and returned one that arrived damaged but they made an exception to refund them upon return even though they were a final sale because they had a visible defect. The return value of this item was $189 before tax for which then sent me ******* shipping label and I agreed to have $11.99 deducted from my return as the shipping cost.Later that month I purchased a belt that ended up being too small, and initiated a return for $760 with a separate ***** shipping label, and a cost of $11.99 for shipping.I sent these items via ***** with tracking on August 2nd and both were received in the Ru Lala warehouse on August 10th.I am now being accused of sending both items back in "empty" packaging, meaning that I packaged them up, secured the ***** shipping labels, drove to the ***** depot, had them scanned into ***** and did so by not placing the one pair of shoes and additionally the one belt in the respective boxes.After 7-10 business days, many emails, phone calls and messenger chats, they told me that I am not receiving a refund on either item because I didn't put the items into their packages.This is FRAUD on behalf of Ru Lala. Some one in their return warehouse must have opened my packages and removed the contents. I am out almost one thousand dollars worth of merchandise that I packaged properly and returned to them.I am not disputing both items with my credit card company in hopes that I have purchase protection for reimbursement. This company is a scam. Do NOT buy from them unless you want to receive potentially fake and or damaged merchandise and then be insulted by their thievery when you try to make a return. I make a lot of online transactions and this is by far the WORST experience I have EVER had as a consumer.Customer Answer
Date: 09/14/2024
I have not heard from the business in response to my complaint.Business Response
Date: 09/16/2024
Dear ******,
Thank you for allowing us to assist, we were happy to review. We further investigated with our returns team. We did not receive the items returned back to us. Reviewing the weight of the return package when it was scanned into FedExs return system, we determined that the package weighed less than the item that was expected to be returned. As we have not received the items, we are unable to process a refund at this time and suggest that your dispute the charges with your financial institution.
Sincerely,
Member ServicesCustomer Answer
Date: 09/17/2024
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 # ********.On August 2nd I dropped 2 packages at a *************** drop off location. Each package contained each one item for return 1) one damaged pair of shoes (received damanged) and 2) a designer belt, in the second box. These items were very much inside their respective packages. The employee on duty scanned each package and provided me a receipt for each. These packages were confidently in ********* possession for ***** pick up as instructed by your return service protocols. I would NEVER return empty boxes to a retailer for a return. I have since followed up twice with the ********* location, once by phone and once in person. When i went there in person i was able to speak with both the ********* on duty manager and the ***** employee who just happened to be there at the same time. I suggested that some one had mishandled or tampered with my packages while on site at ********* behind the photo counter or during the ***** pick up process. The mananger assured me that no ********* employee would open or tamper with a package. Neither package was weighed in my presence, either. When asked, the ***** representative told me that they do not weigh packages at pick up at *********, either. This issue of "measured weight" is not one that i was afforded nor can verify. I can even dispute the loss, theft or damage through ***** as I did not generate the shipping label that Rulala generated, that I was willing to pay $11.99 for, twice- once for each package as a deduction from the refund amount due to me. Something fishy is going on here and its not my actions that are dishonorable!!! I am SO UPSET with Rulala and this process. I buy A LOT of goods online, and have GOOD MONEY to do so with because I am a working professional with TWO MASTERS degrees, multiple businesses of my own, and an above average net worth. I have never experienced such a return process in my life!!! I am OUT $189 worth of damaged goods that were received damaged and another $760 for the BELT!!! Almost $1000 of my hard earned money has been deceived from me and this does NOT sit well. I have since reported this fraud/theft/deception to my credit card company but have an open case that has not yet been decided. Most likely, I will need to invest more time, energy and effort to substantiate my claim with them, and hope for a resolution that is honorable and just. Terrible terrible experience it makes me sick!!
Regards,******
Business Response
Date: 09/27/2024
Dear ******,
Thank you for your response. At this time, based on the information we have been able to gather in regard to this return, including the items not being received, as well as the return weight not being consistent with the items that were to be returned, we are unable to process a refund. We apologize for any frustration surrounding this issue.
Sincerely,
Member Services
Customer Answer
Date: 09/30/2024
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 disagree with the response from the vendor. Some one tampered with my returned items, removed them from their packages even though they were securely scanned in to ****** Some one stole my returned items either along the chain of transport or once at the facility warehouse. This is fraud and theft- shame on Rulala and this entire process. I was mandated to use their ***** return shipping label that they generated. What a complete scam. Disgusting. Buyer BEWARE!
Regards,******
Initial Complaint
Date:08/22/2024
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.
Items were not delivered as promised and Ruelala has offered no acceptable solution.The items were reportedly sent to my shipping address through ***** but was never received. Ruelala has made no effort to resolve this problem with ***** and has left it up to the customer to figure out a solution.Business Response
Date: 08/30/2024
Dear ******,
Thank you for allowing us to review, we are happy to help. Upon review, we see that one of our Concierge members, processed a refund of the item that you were unable to retrieve to your Rue La La account on 8/******* credit is available in your account now, and will automatically apply at checkout on your next order.
We hope this information helps!
Sincerely,
Member Services
Initial Complaint
Date:08/17/2024
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 purchased to do called authentic ***** wallets on a chain from Ruelala I discovered neither bag had the authentic ***** Tag it should have. My 1st purchase was in June and when I called today I was told they wont do anything. Was told they would mail me a certificate of authenticity which is useless . I received my 2nd bag purchased the other day and ago no ***** authentic tag inside I called and I am supposed to receive a full Refund. I did not know they were selling fake bags something told me to check and I did and I am extremely disappointed in this and Id like some kind of refund on the bag they will not allow me to return the first bag which I cannot return was ****** plus tax the 2nd bag was 999 and hopefully I get a refund they sent me a shipping label to return itCustomer Answer
Date: 08/28/2024
I have not heard from the business in response to my complaint. I returned the 2nd wallet I purchased and I have NOT YET received a refund! It takes at least 14days for them to credit. As for the 1st wallet I was told they wont do anything accept send a certificate that its real which is useless because ***** store states it is notBusiness Response
Date: 09/06/2024
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. Looking into this we see that you were provided return labels for the items you were not satisfied with. One has been received and refunded, and the other is in transit to us. This item will be refunded once received and processed bu our returns team.
Sincerely,
Member ServicesCustomer Answer
Date: 09/09/2024
[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 will wait to close this complaint once I receive all refunds!
Regards,
***********************************Initial Complaint
Date:08/04/2024
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 placed an order on July 20th for a ******* bracelet for $75.67. Tracking says it was delivered but I never received the package. I can only assume it was delivered to the wrong address. I contacted Rue la la expecting them to find some sort of a solution for me but I was denied on two separate phone calls by customer service representatives and then a third time by a supervisor. They stated that it's not their policy to refund an item that's not received if it is paid by afterpay. It shouldn't matter if I pay them directly or if after pay pays them, they still got paid and I still didn't receive the item that I ordered. They keep referring me to settle it with afterpay and afterpay keeps directing me back to the merchant. Now I am out $75.67 and I never received my merchandise. I've never had a company treat me so badly and not step up to find some sort of a solution even a store credit would have been acceptable at this point. They told me I had to file a claim with my bank. Of all the nonsense. Stay away from Rue La La. Especially if you pay with afterpay because God forbid something happens to your package you're out whatever money that you've spent. I will never place another order with them again and I will tell everyone I know how horrible they are, how horrible their policies are and what awful customer service they have.Business Response
Date: 08/14/2024
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. As we successfully delivered the package to your home, and have proof of delivery, we are unable to assist with a refund or replacement. Please reach out to Afterpay, or your Financial institution linked with Afterpay, fo additional support.
Sincerely,
Member ServicesCustomer Answer
Date: 08/15/2024
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.
Rue La La has responded to my complaint telling me that I should reach out to Afterpay or my bank. I have already reached out to Afterpay and they have told me that it is the merchants responsibility to refund an item not Afterpays. It is also not the responsibility of my bank to refund a purchase. If I go to my bank they will end up filing a fraud complaint against Rue La La, that would be all they could do and they would end up closing my debit card as a result.
I do a lot of online shopping and occasionally a situation like this will arise and I have never experienced a merchants so unwilling to provide some sort of resolution or satisfaction to a customer... A repeat customer. A refund or even a store credit would be acceptable for an item that I paid for and never received and that always comes from the merchant.
I will be writing bad reviews on ******* trustpilot, Yelp and everywhere else I can write one to warn people away from this shady company that doesn't havev any concern whatsoever about customer loyalty. They've just lost this loyal customer.Business Response
Date: 08/30/2024
Dear *****************,
We understand your frustration. We apologize that after delivery you were unable to retrieve your package. As a one time exception, we have processed a credit to your account in the amount of the ******* bracelet you were unable to retrieve. This should reflect in your account within 48 hours.
Sincerely,
Member Services
Initial Complaint
Date:08/03/2024
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.
On 8/3/24 I was automatically charged for a yearly membership subscription WITHOUT being notified 15 days in advance per their terms of renewal to allow me time to cancel the subscription. I do not want to renew my subscription and want to be refunded for this unauthorized charge.Business Response
Date: 08/12/2024
Dear *****,
Please find our terms and conditions below, or linked here regarding the Rue 365 renewal: ****************************************************************************************
Well automatically renew your Rue 365 status every year. You can also switch the auto-renew option to "off" or check your status at any time by visiting My Account on the Web. Once logged in, click the Manage Preferences button under The Rue 365 section and uncheck the option for Auto-renew. Unless you notify us before renewal that you want to cancel your subscription, you understand that your subscription to the program will automatically renew for an addition year and you authorize us (without notice to you) to collect the then-applicable annual subscription fee and any taxes, using the payment method on record.
However, as you have not yet used the program we were happy to refund you the $58.49 to your original form of payment, and have unenrolled you from the subscription. Please allow 3-5 business days for this to reflect in your account.
Sincerely,
Member Services
Customer Answer
Date: 08/14/2024
[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:07/12/2024
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 bought a pair of shoes from this company online and they are too big. I wish to return them and get my money back and I am within the return timeframe and policy. While I have an online user name and password, the order doesn't show up in my order history. This means that it also doesn't show up in the return "tab" on their website. This makes it impossible to return the item and I keep getting sent in a digital circle via clicking on links in what appear to be automated email responses and FAQs.In an effort to resolve this myself, I have: - emailed the company with all of the information I have about my purchase, including the transaction details from the credit card to which I charged the shoes - tried to call the company, but got a busy signal - tried "online chat", only to discover that it's not a live agent chat. Rather, you put your issue in the chat window and send it. The company responds with an email asking if your issue has been resolved. I WAS assigned a "ticket number",, twice, but I don't think it means anything. Those numbers are ******* and *******. The first was in response to my email inquiry and the second was to my "online chat" inquiry. These communications were delayed so I didn't use the first ticket number when trying to reach them in the chat In summary, I have not been able to get in contact with a customer service representative or anyone from the company to discuss and process my return. I just want my money back.Business Response
Date: 07/22/2024
Dear *******,
Thank you for allowing us to assist, we were happy to review. Upon researching further it appears you have multiple accounts with **********************. Due to the different email addresses, our Representatives had tried to get in touch to verify your identity for your security. Good news though! We were happy to make the return label for you today. We have sent a return label to both of 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.) Please note the $11.99 shipping and return shipping fees will be deducted from your refund.
Sincerely,
Member ServicesCustomer Answer
Date: 07/24/2024
[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.I received a return label from the company that will enable me to return my product for a full refund.
Regards,
*****************************
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