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:07/11/2023
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 bought two sunglasses from this company. They send me fake products with missing logo and a copy of the original and they are claiming it to be original. I figured it out and right away called them to let them know and return. The customer service send me express shipping label to send the items back which I did now the items are delivered and its been two days i have been calling for a week now and they wont issue me a refund. Giving different reasons every day. Please help me get my refund. I work 40 hours a week on a very little salary I need my money back. Please help me this company is a fraud.
Business Response
Date: 07/18/2023
Dear *****,
Thank you for allowing us to review. We are happy to assist. While we apologize that you were not satisfied with the sunglasses, we stand by the authenticity of all of our products. Due to your dissatisfaction, we were happy to see that you were able to return the items, and we see these items were received on 7/10. We processed the refund for the returned items on 7/12. Refunds may take up to 10 business days from the date an item arrives back to our returns department. This allows us time to review the return and to trigger the refund. You can read more on our Returns guidelines, or timeframes HERE.
Sincerely,
Customer ServiceInitial Complaint
Date:07/07/2023
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.
My wife and I purchased an outdoor sofa and two chairs for our new home. One chair was delivered and was fine no issues. How ever when the other chair was delivered the next day the box had been previously opened and damaged to where when moving the box you could hear the sound of rattling parts. I contacted rue **** and told them what happened. The representative told me to take pictures and send them to her customer service email. She also said have you opened the box and I replied that I havent seeing that it was previously opened and not re boxed properly. I told her the box has directional arrows on each side of the box and when it was re boxed the arrows were in the opposite directions. One side arrow went up and the other side went down. So I was told that it would take three to five days for a response. After no response I called them. A different representative told me that I had to open the box and take pictures of the inside to see the damaged item. So I did. Not only was the bottom cushion missing but some of the hardware was missing too. Previously it to opening the box they did state they would give me the choice of a parcel refund or a new chair. We wanted the new chair and that is when are the excuses and delays started. I just want a replacement chair. They said that their partner in this venture saw the pictures I sent and didnt see any damage. Well if the saw the pictures they would have noticed that the cushion was missing and some of the finish was not dull and not completed. Also the shipping straps were already cut off. I told them why would I go to all this trouble if I didnt have any issues with the other chair or sofa that we purchased. I told them I would be filing a complaint with the bbb and they still havent responded back to me so that is why I am asking for help. I and my wife just want what we ordered to be right.Business Response
Date: 07/16/2023
Dear ***,
Thank you for allowing us to review. We are happy to assist. We were happy to see that we were able to work with our team to get a replacement sent to you. We provided the tracking number for the replacement on 7/11, and it shows that it was delivered to you on 7/13.
Sincerely,
Customer ServiceCustomer Answer
Date: 07/17/2023
[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:06/25/2023
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.
First they said my refund was to Merchandise Credit and then they said it was to my AMEX. I have not received the $128.09 refund back for Support Ticket *******Business Response
Date: 07/18/2023
Dear ***,
Thank you for allowing us to review. We are happy to assist. There appears to have been an error on your account. We are so sorry for the delay! We have processed a refund of $128.09 to your Rue La La account, that is available now.
Sincerely,
Customer ServiceCustomer Answer
Date: 07/20/2023
[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:06/20/2023
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 ring and a set of towels from this company they charged my credit card and then canceled my order and did not refund my card. I want my money back and I want this company held accountable for lying about products they are selling. A ring I ordered was said to be sterling silver and ended up turning another color. This company is dishonest and nasty to deal with.Business Response
Date: 06/29/2023
Dear ***,
Thank you for allowing us to review. We are happy to assist We were able to review your recently canceled order and have confirmed that you were not charged. When you place an order on our site, an authorization hold, which will look like a pending charge, is placed on your account. This hold falls off within 3-5 business days based on your financial institution. We do not charge your credit card until the order ships. We were able to confirm that this authorization hold was voided by our team on 6/19/2023 to help expedite your financial institutions processing time. In regard to your ring changing color, sterling silver is susceptible to tarnish as sterling silver is the combination of silver and copper which does react to elements in the air.
We hope this information helps!
Sincerely,
Customer ServiceInitial Complaint
Date:06/19/2023
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 an item. It was delivered "tarnished", which I considered damaged. I contacted the customer support and they said and issued me a return label. I packed the bracelet back in the original box and sealed up. ***** printed the label and attached to the box. Fed ex gave me a receipt. The company is saying the box arrived with no bracelet and they cannot help me any further. The receipt I have shows the weight of the box when sending. I have absolutely no recourse and am responsible by them. They told me how to ship, I did not get a chance to choose. In fact the time shipped ***** should come with some sort of insurance on their side.Business Response
Date: 06/23/2023
Dear *********,
Thank you for allowing us to review. We are happy to assist. After reviewing your return, it does appear this was due to an issue while the return was in transit. We have processed a refund to your original form of payment in the amount of $32.72. Please allow 3 to 5 business days for this to process on to your financial statement.
Sincerely,
Customer ServiceInitial Complaint
Date:06/14/2023
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 two pairs of eyeglasses from the site ruelala.com The items did not suit me, so I sent the items back for a refund. The return via ***** arrived back to them May 25th according to the tracking number, and their return policy states that I will be sent an email upon receipt of the return, then refunds are issued within **** days. Since I did not hear back from them within that time (I never got the email saying they received the return, however it is clear that they did via the ***** tracking number), I sent two email inquiries. Finally, after the third email inquiry, they claimed that the boxes I returned were empty and that the eyeglasses were not in the boxes, so they could not issue me a refund.I will go to ***** to get the weight of the package when it was sent, but other than that I have no proof, why would I film myself packing up a return?Business Response
Date: 06/22/2023
Dear ******,
Thank you for allowing us to review. We are happy to assist. After reviewing the return tracking and the weights, were happy to refund you $233.38 to your Afterpay account and $5.01 to your Rue La La account. Please note this refund does not include your return shipping fee. Please allow 3-5 business days for this to reflect on your Afterpay account.
Sincerely,
Customer ServiceInitial Complaint
Date:05/22/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a YSL Bag for Mother's Day!! They sent it to an old address not my billing address! When Fed Ex sent the email picture I promptly called customer service hyperventilating!! I drove across the city knocking on doors endangering my life for my package!! The lady who lived there never gave me my package! I contacted Fed Ex they said they could contact them and File a claim, no worries. Rue Said wait five days call back and claim would be filed! Fifth day was told I needed to file a police report!!!! They said without a police report I would not be considered!!!Business Response
Date: 05/31/2023
Dear *******,
Thank you for allowing us to review. We are happy to assist. We apologize that you did not receive the Saint ********************* Matelasse Leather Camera Bag. The billing and shipping addresses are separate, we would advise to always double check your shipping address when placing an online order. As you did not receive the package, we were happy to process a refund of $1,473.38 to your original form of payment. Please allow 3 to 5 business days for this refund to reflect on your financial statement.
Sincerely,
Customer ServiceCustomer Answer
Date: 05/31/2023
[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:05/16/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a pair of pants size Medium from RueLaLa. On the date I purchased them, no indication was given that the pants were final sale only. I first saw that notation on the receipt enclosed with the item upon its delivery to my home. The pants do not fit because they are NOT medium (usually sizes **** **). They are approximately size 4 or 6. I contacted the company to request a return refund or exchange to correct size. Both were refused.Item **************Business Response
Date: 05/26/2023
Dear *****,
Thank you for allowing us to review. We are happy to assist. We see that we were able to make an exception for you to return the final sale item, when you contacted our customer service team on 5/17.
We did also take a look at the size chart that is listed for the C/MEO Collective Better Off Without Pant, which is available on the description listing, and see that a size medium is listed as being a size 6.
Sincerely,
Customer ServiceCustomer Answer
Date: 06/06/2023
[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:05/11/2023
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.
If something doesnt fit and you have to return or exchange it- they CHARGE you shipping AGAIN. And if you received free shipping with the original order- they take that back too. That should be against any rules. So instead of charging you **** for the return- they charge you 1****. So you LOSE money by ordering with them. Your only other option is for a store credit and with ********** items- it isnt worth it to have hundreds of dollars held by their site.Business Response
Date: 05/17/2023
Dear **,
Thank you for allowing us to review. We are happy to assist and provide additional insight. If the item you ordered does not work out for you, and you would like the refund to your original form of payment, there is a $9.99 return shipping charge. There is also a $9.99 delivery fee. However, once you place an order and pay the shipping costs ($9.99 for standard shipping), you get unlimited standard shipping for the next 30 days no matter how often you order.
For more information on our shipping charges and other delivery information, please visit our site here: ****************************************************************************************.
For more information in our return policy, please visit our site here: ****************************************************************************************
Sincerely,
Customer ServiceInitial Complaint
Date:05/09/2023
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 two shirts on 3/21/23 and 4/21/23. Both final sale items received were not as pictured. I reached out on 4/27/23 about the first purchase well within their 45-day policy, and they refused to do anything about it. Between that time and 5/9/23, I sent several emails back and forth where they completely disregarded my complaint, with picture evidence that the items received were different than what was pictured. Today I called in, and they again refused the first order but approved the second but would charge me a $9.99 return shipping fee for their error. I would like a fair resolution to this matter. I would like to be refunded as the items received are not as pictured or described. I have never encountered a business that would do something like this, and I have been a Gilt Groupe customer since 2009. The customer service has been terrible. The amount of time between emailing back and forth seemed like a way to push my complaint outside of the return window.Business Response
Date: 05/17/2023
Dear *****,
Thank you for allowing us to review. We are happy to assist. We have reviewed your account, and apologize for the delay. We have provided a return label. This label will come directly from ***************** to the email associated with the account. 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 **** business days from the date it is received.)
Sincerely,
Customer Service
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