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:06/14/2024
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 what was advertised as a YSL handbag from this company. Recently I went to YSL and had this bag with me. The store examined it and state it was a fake. I have received no calls or remedy attempts from Rue La La. They need to refund my money as the item was fraudulently sold as a major brand.
Business Response
Date: 06/24/2024
Dear *******,
Thank you for allowing us to assist, we were happy to review. I'm sorry that you are not satisfied with the Saint ******* LouLou Medium ******************* bag you purchased from us in January of 2022. I can completely understand wanting to return an item that didn't meet your expectations! I 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. As we stand by the authenticity of the bag you received, as well as the amount of time that has passed since your purchase, we are unable to assist with a return or refund.
Sincerely,
Member ServicesCustomer Answer
Date: 06/28/2024
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 ********************************** is selling FRAUDULENT items, which is illegal. They are selling items at a high retail price and providing no recourse when they are deemed to be counterfeit. I am not simply "unsatisfied". I was defrauded out of $2000.
I have attached a statement showing the bag was deem to be counterfeit.
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: 07/13/2024
Dear *******,
Thank you for your response, we were happy to take another look. We stand by our products. The process of getting an item authenticated is based on the reviewer's opinion of the review of the item, and can be inconsistent across different appraisers. Rue La La provides authentic luxury products, and we apologize that you are unsatisfied. However, due to the authenticity of the item as well as the age of this order, we are unable to accept this item as a return or offer a refund,
Sincerely,
Member Services
Customer Answer
Date: 07/16/2024
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 ******************************* has multiple complaints from other patrons for the same items. Please provide information on the supplier if you stand behind the authenticity. The bag was reviewed by BOTH the *** store and an independent authenticity agency. Please provide supplier information so that I may continue to investigate the authenticity.
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:06/10/2024
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 May 30, 2024 I placed order #********** with RUE LA LA, when I placed order, paid special attention to the delivery address because my previous order was delivered to the my former work address which is invalid now, but as a result, this latest order was send to the incorrect address where my former company no longer located. I called RUE LA LA customer service three times asking to contact ONTRAC delivery company to change delivery address, but I just was politely pushed away, they gave me two phone numbers, these numbers do not connect with the human, all i get is the short message, when I went to website and chat with representative, he advise me to call RUE LA LA, so I am pushed around and no help, I am surprised how unprofessional RUE LA LA customer service is, except being polite. My package was promised to be delivered on June 3, 2024, seven days later I have no delivery and all situation is completely unclear for me: who could help me and what I should do...Business Response
Date: 06/20/2024
Dear *******,
Thank you for allowing us to assist, we were happy to review. We see that on 6/13 a representative processed a full refund as your order was being returned to sender. We encourage our members to review their shipping information at checkout to ensure the order is going to the correct address. Once an order has shipped we often times are unable to make changes to the shipping address, based on restrictions with our carriers. Thank you for allowing us to process a refund. We hope this additional information helps!
Sincerely,
Member ServicesCustomer Answer
Date: 06/22/2024
[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:06/07/2024
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.
Hello, I made an order from Rue LaLa on May 17th.2024 order #**********. I received an e-mail on or around May 21 St 2024 indicating the package was delivered but i did not receive it. I spoke to Rue LaLa staff on multiple occasions. First, I as informed to wait 5 days as the package may be late arriving. I was told to contact the payment source Afterpay and file a dispute. Afterpay informed me to contact the merchant. This went on for several days Then I was informed by Rue LaLA the package was delivered and left on the steps. I later learned from Afterpay because the package was delivered, I am still responsible for paying for the merchandise which I never received. I was also informed by ******** to dispute the charge with my bank where the funds are paid from. I did that but that was just for the initial payment not the entire cost of the merchandise. Rue La LA has already been fully paid for the merchandise, but I owe Afterpay because it was to be paid on installment plan. Because of this if I don't pay afterpay it will have an adverse effect on my credit which I value. I really don't want my money back i want the merchandise ordered. as it was to be a gift. Any assistance you can provide to resolve this issue it greatly appreciated.Business Response
Date: 06/17/2024
Dear *********,
Thank you for allowing us to assist, we were happy to review. We regret to hear that you were unable to locate your items following their delivery by our carrier to the address on file on 5/21/2024. Given that we have confirmation of the successful delivery and a previous instance earlier this year where you were refunded for a similar situation, we are unable to provide a replacement or refund at this time.Sincerely,
Member ServicesCustomer Answer
Date: 06/18/2024
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.] I am not accepting their response because the package although it states it was delivered it was left on the steps not given to anyone or placed in a secure area
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: 07/03/2024
Dear *********,
Thank you for your message. We apologize that you were unable to retrieve your package after it was delivered. We have proof confirming that the package was successfully delivered to your shipping address. Additionally, due to multiple shipments not reaching this destination, we regret to inform you that we are unable to provide a replacement or refund in this case. You will need to contact your bank to dispute any charges associated with this order. Future orders will need to be shipped to another address, in order for any further purchases to be placed with Rue La La.
Sincerely,
Member ServicesCustomer Answer
Date: 07/15/2024
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.
Hello I am not disputing that the package was delivered however it being delivered and me receiving it is two different things. I never received this item it was left on the steps. In addition what happened in the pass has nothing to do with this order furthermore the company alleges this happened in the pass but this is the first time I ordered from this company and did not receive my items . I need proof from them that there was another incident where I did not receive a package from company . Their continued efforts to not replace , refund or credit my account *** cause other action to be taken to ensure consumers money is not taken because items purchased are not received. Again I never received the ordered items the package was left on the steps outside of the home.
Initial Complaint
Date:06/04/2024
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 dont know if this item is really authentic. A few month back I requested to return but customer service never responded. I sent another message and they said it was too late. I think this was done on purpose.Business Response
Date: 06/13/2024
Dear ******,
Thank you for allowing us to assist, we were happy to review. We have thoroughly examined the situation and can confirm the authenticity of all the products we sell. Upon reviewing our records, we found that the first contact we received regarding this item was on 5/6/2024, as also indicated in the screenshots you provided. Since the item was delivered to you on 3/10, the request falls outside our return window by over 3 weeks. Unfortunately, we are unable to process a return in this case. Rest assured, we stand by the authenticity of the ***** Bag you have received.
Sincerely,
Member ServicesCustomer Answer
Date: 06/17/2024
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
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:06/01/2024
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 something online.fedex delivered to wrong address. They refused to give me money back.$85 stolen. Contacted customer service multiple time they state they have proof of delivery ??. Yes **** to wrong placeBusiness Response
Date: 06/06/2024
Dear *****,
Thank you for allowing us to assist, we were happy to review. After looking into this we see that that ***'S ************* Shorts were in the same package as the Birkenstock Arizona BS Narrow Fit Birkibuc Sandals, that you were unable to retrieve. You were refunded $51.60 to your Rue La La store credit on 5/31/2024 for the sandals. We have processed a credit for the shorts to your Rue La La as well, on 6/6/2024 in the amount of $33.33. Please allow 48 hours for the credit to appear on your account. We apologize for the inconvenience, but appreciate the opportunity to assist.
Sincerely,
Member ServicesInitial Complaint
Date:05/14/2024
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 made a purchase from this company on 5/10/24. When I received email confirmation, I realized the wrong shipping address was included, despite me specifying an updated address. A system error resulted in the incorrect shipping address being added to this order. When I called Rue La La to address this, they told me to wait until the package had shipped and to then contact ***** to change the address. *****, however, told me the shipper would have to change the address. Upon calling Rue La La back with this request, they refused to update the shipping address even though they are able to.Rue La La has not offered any alternative resolution, despite my requests. At this point, my order will be delivered to the wrong address; one that I cannot access. Rue La La is refusing to provide any additional support. Order number: **********Customer Answer
Date: 05/25/2024
[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:05/08/2024
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, #********** and the advertised product was SUTRA heat Protecting & styling Essentials. The order was to contain styling tools such as a comb, hair clips, heat protecting spray and two hair oils. What I received was 3 heat styling sprays and they are not SUTRA brand. I received my order April 25th and I submitted an email inquiry 3/4 days later on their web site regarding this and requested follow up. No contact was ever made by the company.Last week 5/2 I made a phone call and spoke to a lady who demanded items be returned for them to issue a refund. I requested to have a supervisor contact me because I wanted the company to send me a return box and or quit as I was not going to pay for a box to ship out these items due to error being a company issue. Let me add that I explained to the *** that this was the second time I placed an order and the wrong item was sent to me. Their request was the same that I return the 20 dollar item for them to issue a refund. I decided to not send out the item as it would cost half the price to purchase a box to return it in and I did not want to continue wasting my time and effort on making it right when again it was an issue on the company side. This time around I received no response to my email inquiry and no follow up on the supervisor call and the young lady said they would return my call in 48 hours. At this point I want the company to issue me a refund of $54.99 and send a return quit for the items. Their lack of response and no acknowledgment for their mistakes is absolutely a display of poor customer service.Business Response
Date: 05/17/2024
Dear ******,
Thank you for allowing us to assist, we were happy to review. After reviewing your recent contacts, we requested pictures of what you received on 5/7 and were waiting on them to assist further. Thank you for attaching them to this message. We are so sorry that you received the wrong thing, and are happy to refund you for the amount of the item, $54.99, to your original form of payment. Please allow 3-5 business days for this to process into your account.
Sincerely,
Member ServicesCustomer Answer
Date: 05/20/2024
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
While the Rue La La has opted to do what I requested in the beginning. I reject their response because it contains untruthful statement, they were not waiting for pictures from me as I provided that during my call. Secondly, they fail to acknowledge any wrong doing. I no longer wish to hear back from this business. Thank you for facilitating a resolution since this business clearly has no sense of integrity.
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: 06/06/2024
Dear ******,
We apologize for the inconvenience, and were glad that we were able to get the refund issues for this item.
Sincerely,
Member Services
Initial Complaint
Date:04/29/2024
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.
They sold me a necklace that was listed as 14-karat gold. the necklace was actually only plated in gold. they are aware of this and are still selling the same item and others listed as real gold that are not.Business Response
Date: 05/07/2024
Dear *******,
Thank you for allowing us to assist, we were happy to review. We apologize for the miscommunication from one of our team member and are reviewing what may have caused the confusion. Rest assured, we have confirmed with the supplier, which manufacturers the item, that this listing if for a solid gold necklace.
Sincerely,
Member ServicesCustomer Answer
Date: 05/08/2024
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.
The necklace that was purchased is not solid gold. It is plated and only plated. This was inspected by an alumni of the *** with an AJP. They concluded after testing the item that it is only plated and marked as 14K which is untrue and an illegal practice. Both an acid and scratch test were done to determine this. However, it is obvious to the naked eye that the item is plated by the color of the necklace itself. That is why it was originally questioned. The seller themselves confirmed this. they are only misleading you because they are aware of what a big deal this is and the legal pressures. If this item is solid gold why does it appear plated. Why would an applied jewelry professional state that it is it? Why would it not pass the acid test or scratch test?Heather
Business Response
Date: 05/22/2024
Dear *******,
We have had our buying team review the item, and they have confirmed that the item is in fact 14k gold, and it not gold plated. We take concerns such as this very serious, and can assure you that the item sold under this listing is 14K solid gold.
Sincerely,
Member ServicesCustomer Answer
Date: 05/23/2024
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.
This is not factual. It should be noted that this company told me it was plated and only went back in that statement once the BBB was involved. They NEVER reached out to me to clarify or to take back their statements. They are lying because they are fully aware of what a criminal complaint this is. This item was tested by *** professional and determined to not be 14K solid gold. Furthermore, it is obvious just by the color to the naked eye that the item is not 14K solid.
FAQ
Regards,Heather
Initial Complaint
Date:04/20/2024
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.
False advertising on shoes! Ordered 3 pairs of shoes, all had leather in the product title and leather as the upper material in the product description.When they arrived, the manufacturer stickers on the soles said woven upper or vegan leather. Theyre lying about the composition of plastic shoes to trick consumers into thinking theyre leather.Business Response
Date: 04/30/2024
Dear ***,
Thank you for allowing us to assist, we were happy to review. We would be happy to create a return for the shoes. We are looking into our listings to correct them as needed. We have reached out to you to confirm the items you would like to return, as all of the shoes on this order are from different Manufacturers. We are happy to address, but want to confirm the issues you are seeing.
Sincerely,
Member ServicesInitial Complaint
Date:04/13/2024
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.
Let me begin by saying that I have used this merchant many times and over the course of a few years I have spent over 10k with this merchant. I am not happy with my last order #**********, on 2/19/24 I purchased a pair of Valentino Rock stud pumps for $695.33 charged to my Amex. I receive notice from Ruelala that my item had shipped, I waited and waited with no movement of my package. I attempted to reroute the package to my local pickup location but I could not reroute. The package wound up being delivered 2/27/24 during a time when I was not home and unfortunately was stolen. I attempted to dispute through Amex and Ruelala but was denied due to a loop hole in Ruelalas dispute policy which I was unaware of. I am upset that I am out $695.33. I called Ruelala and a representative explained to me that my package could not be rerouted because of how Ruelala ships out packages. Considering the theft with porch pirates I would think Ruelala would care more about customers receiving their package than saving a few bucks with their shipper. Im very upset! Not only did I not know about their dispute policy but I also did not know about their no rerouting package policy. My package was stolen and I had to pay Amex for shoes I will never enjoy. I feel Ruelala owes me a credit for my shoes due to their unknown shipping policy. I would have happily rerouted my package to a pickup location had I been permitted to. Please help me get a full credit or a full refund. Thank you.Business Response
Date: 04/23/2024
Dear *******,
Thank you for allowing us to assist, we were happy to review. We would be happy to rereview your claim. However, we do see an open dispute on your order with your credit card company. We do see you are a valuable member and would be happy to look again, but as this is open we are unable to assist further on our end.
Sincerely,
Member ServicesCustomer Answer
Date: 04/24/2024
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 # ********. I had a dispute with ***************** however it was denied, **** does not cover stolen items. The matter is closed with Amex, they suggested I contact Ruelala. I understand a stolen package is sometimes unavoidable but if I could have rerouted my package to a pick up location I definitely know I would have received my package. Im asking for Ruelala to please credit my account for the full amount. Thank you.
Business Response
Date: 05/02/2024
Dear *******,
Thank you for your response. We were able to confirm on our end that the refund was denied by your credit card company. After reviewing, as you have been a long time member, we are happy to provide an exception based on your loyalty with Rue La La. As the item was successfully delivered, but was unable to be retrieved by you, we have refunded the price of the item to your Rue La La account credit. Please allow ************************************** your account. We apologize for the inconvenience this situation has caused, and hope that this credit will help go towards something else you love!
Sincerely,
Member Services
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