Complaints

The 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:09/16/2023

  Type:Service or Repair Issues
  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.

  Ive bought a few items from Rungolee and kept 3 returned the rest expecting a refund as per the usual practice of online shopping. To my surprise they do not refund but only exchange or issue gift certificates to be used for other purchases on their website. The certificates do not have an expiration date ( cant see one in the email sent by Rungolee with the certificate info.) *** returned my items and waited to see if I can buy something different but their clothing line is just repeating the same patterns, same fabrics, same cuts. It is possible that they resold the items Ive returned but they get to hold my money as well. It is fraudulent to do so. I contacted them asking them to refund because I do not find anything on their website Id like to purchase but they never answered - that was in July 2023. I just want my $489 back and never look at their website again.

  Business Response

  Date: 09/20/2023

  We have reached out to ***** after receiving this complaint and have offered a one-on-one virtual consultation to help with selections of pieces. ***** was issued an electronic gift card  in March of this year for the return she made online through our returns portal. We have no expiry on this gift card and it can be used at any time. On our end, we did exactly what we state clearly on our website. We are certainly not alone in having this return policy.
  ***** states in her complaint  that we are "just repeating the same patterns, same fabrics, same cuts."

  Over the course of the last six months, we have launched over 100 new styles, prints and fabrics.
  Moreover, just today we have released our brand new Fall collection offering over 150 brand new pieces.
  
  To say we have done something fraudulent, is incorrect to say the least. As ***** has stated, the gift card was immediately issued to her electronically, and has been available for her to use since March.
  All our customers follow the same process for exchanges or store credit. In fact, our customers constantly comment on the variety and depth of the collections we offer. We change up fabrics, styles and patterns constantly, which is why we have such a high repeat customer purchase rate.
  
  As a small business that takes a lot of pride in what we do, we do not want what we stand for, misrepresented in this manner. 
  On our end, we have reached out with a personal call and would welcome the opportunity to work with ***** to select pieces she would enjoy in her closet, just as she has the 3 pieces that she owns currently.
  We look forward to working with ***** to find a resolution, and await a call back.
  Kindly,
  ***********************
  Founder & Creator,
  Rungolee.

  Customer Answer

  Date: 09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/22/2023

  Can my online review of the business be taken down? If yes, can you please remove it? Thank you and I appreciate the opportunity youve given me to hear directly from the company. 

• Initial Complaint

  Date:08/31/2023

  Type:Product Issues
  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 approximately $700 worth of clothing (1 dress, 2 shirts) from this online website based on their Instagram ads. When the merchandise arrived, it was nothing like what was seen in the ads nor the website. I contacted the company to return for a refund. They said they only do exchanges or credits. This is very atypical of any other ecommerce place I have used. All do full refunds, especially when the product is faulty. Further, they do not let customers know their "no refund" policy very clearly. It is not in their ads. It is not part of the purchase process. You have scroll to the footer on their website to find any information. Even when I pushed they said they would not refund me. I only got a store credit. I tried my best to then go back to their website to find non-clothing items to buy given the incredibly poor quality and craftmanship of their clothing. However they have almost no inventory. For example, only 1 of their 10 items of jewelry are available. So at this point there is nothing I can do but file a complaint. They should be required to be upfront about their "no refund" policy. And if they no longer have inventory they cannot issue credit but should refund.

  Customer Answer

  Date: 09/05/2023

  Issue is resolved.

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  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 had purchased items from Rungolee and returned them within their acceptable return timeframe. Their policy is not to refund to your original form of payment, but instead to issue a gift certificate for the amount of the returned items — $418.00. I then went to apply the gift certificate to a purchase in April 2023, only to see that the gift certificate had expired the week before and had only been good for 1 year. Since it is illegal for gift certificates to expire in Illinois, I emailed Rungolee through their contact portal on their website and asked about the situation and whether the gift certificate just needed to be reissued. I did not receive a response. I contacted them two more times in the same manner with no response. They don’t just get to keep my $418.00. Given this, I am seeking a refund to my original form of payment and not another gift certificate as I no longer have faith in this business.

  Business Response

  Date: 07/06/2023

  Our return policy is clearly noted as exchange or store credit and is laid out on the website. The customer purchased 2 items which we made and shipped.

  They were returned for store credit. The customer then used the store credit and purchased another item. That was again sent back and we immediately refunded the customer for store credit.

  The customer was informed about the 1 year expiry for the credit. They did not use it within the given time frame.

  We have gone ahead and renewed the gift card credit  of $418 as a courtesy to the customer. They are free to use it online for another purchase.

  Thank you.

  ****** ***** ******* * ******** ********

  Customer Answer

  Date: 07/06/2023

  I emailed the retailer again today after I received your email stating that you had not been successful in reaching them. They just called me and said they spoke to someone at BBB on Friday and told them they had renewed my gift certificate. They can’t explain why I was never notified of that, and claim that they renewed it after I reached out to them the first time. You would then think that they would have responded to my second and third email that the gift certificate had been renewed, but no one responded to those. She said maybe the email went to my junk folder, but I receive promotional emails from them regularly to my inbox. I don’t entirely buy their response, but the GC has been renewed. I have confirmed that. While I would have preferred a refund, I can live with this outcome. Thanks. 

• Initial Complaint

  Date:10/24/2022

  Type:Product Issues
  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.

  Date of transaction: 10/17/2022 Amount paid: $211.65 The business committed to providing a silk shirt. The quality of the shirt they provided is absolutely terrible. None of the seams are finished, they claim that the shirt is silk but it feels and looks like polyester. I was able to find similar reviews from other customers on public sites. The business actively deletes any honest reviews from its social media platforms in an attempt to hide its nefarious business practices. The businesses only options are to return the shirt to exchange it for another item on their website. There is absolutely no way to get your money back. That is part of the scam as all of their clothing is of the same poor quality. I have pictures to document the quality of the garment. What is shown online vs. what you receive is completely different.

  Business Response

  Date: 11/04/2022

  Hello We have talked with the customer on the phone and discussed several options if the customer did not like the blouse. we have explained that the raw edge ruffle detail is very much part of the design of the blouse and purposefully applied. It is not a quality issue but a design detail. This is a BESTSELLING style for us. We sell these day in and day out in the store and online. We have sold several just today and our customers have loved the style and the quality.  This customer has stated the blouse is made of polyester. We use 100% silk crepe and we are happy to submit the product to a fabric test to prove that the fabric is exactly what we have described it to be. The customer has made a false allegation.  We have been in business for over 14 years. In that period of time, to have a couple of customers who might not like the product is hardly representative of our company. Please check all of the comments by happy customers on our social media platforms.  The customer was offered an exchange with free shipping. She has not returned the garment in order for us to facilitate the exchange. We offer a lot of different styles and fabrics on our website and we clearly communicated to the customer that we would be more than happy to work with them and find them something they would prefer.

  The blouse we sent her it the exact same fabric/quality and product that we show on our website. Photos are attached.

  If we had any kind of  a "scam" as this customer calls our company, we would not have the successful business that we have.

  We invite the BBB to come and visit us at the store and see our product and customer service firsthand. 

  We are still ready to help the customer find something they would prefer. Thank you.