ComplaintsforRue La La, Inc.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 Services
  
  

  Customer response

  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

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 Services
  
  

  Customer response

  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

  06/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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 place

  

  Business response

  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 Services
  
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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 response

  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

  05/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 Services
  
  

  Customer response

  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

  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

  04/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 Services
  
  

  Customer response

  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

  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 Services
  
  

  Customer response

  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

  04/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 Services
  
  

• Initial Complaint

  04/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 Services
  
  

  Customer response

  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

  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
  
  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had placed an order through Premium Outlets from seller Gilt Outlet for a Fendi Bag and ************************* sneakers, order number; SPO204534638 total amount: USD ******* Due to unforseen circumstances, i was not able to come back to the US in time to get the package and had my friend return the items. But after waiting for more than couple weeks the support kept me hanging without any response and after going back and fourth they're telling me that the seller did not get the returns back while I had contacted the shipping company and they confirmed successfully delivering the items. Now they're telling me to go to the bank to put a dispute and I spoke to the bank and they had suggested me to first speak to the vendor/seller as the dispute process might take 90 days to conclude and I wouldn't wanna wait that long to get my money back unless that's my only option. So it is my humble request if someone from Premium Outlet please check with your warehouse guys and the shipping company to confirm if they've recieved the package or not and let me know so that I can let the bank know as well that i tried all the options at my disposal before putting the dispute. Please let me know if you need any further info from my end. Thanks and regards.

  

  Business response

  04/22/2024

  Dear ******, 
  Thank you for allowing us to assist, we were happy to review. Gilt Outlet orders are not supported through Gilt.com. For further assistance please reach out to Shop Premium Outlets. Their contact information is **********************. 
  Sincerely, 
  Member Services
  
  

  Customer response

  04/23/2024

  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. 

  Hi,

  I understand the shop was premium Outlets but they are telling me that the seller which is gilt outlet is saying that they never got the products so it's you guys who are holding my refund at this point. Hey you warehouse guys to check and confirm.

  
  Regards,

  ******

   

   

  

  Business response

  05/07/2024

  Dear ******, 
  Im sorry for the confusion. Gilt.com is separate from Gilt Outlet. We are not the same company, and cannot see Gilt Outlet orders or member information. We can not assist with reviewing any payment information for Gilt Outlet as we are not linked. Please reach out to Shop Premium outlets, as we are unable to review or see any customer, order or payment information associated with Gilt Outlet orders placed with Shop Premium Outlets. Their contact information is **********************. 
  Sincerely,
  Member Services
  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two items, a pink dress and a beige pair of shoes on Rue La La's website(Tracking number 1166534810)for me to have worn on Easter Sunday, my birthday. The order was placed on March 17th, 2024. The estimated time to received the items was on the 18th of March. I reached out to the company on March 28th when I did not receive the items and the order status said the expected date was March 27th. I was told that my order has already been shipped and was on the way. I did not received my order, therefore, I decided to cancel the order and demented a refund on March 30th, I was told by Rue la la to call on Saturday April 6th to get a refund if I still did not receive the items. I called the company on April 6th to get my refund since I still did not receive the items. However, I was told by Rue la la that the company had rescan and shipped the items. Today is April 10th and I have not received the items nor my money back from Rue la la.

  

  Business response

  04/18/2024

  Dear ******, 
  Thank you for allowing us to assist, we were happy to review. We are sorry for the delay in your order. We took a look and see that your items arrived on 4/11/2024. While we do everything in our power to get items shipped out as quickly as possible, the delivery date at checkout is only an estimate, and can be impacted by transit delays. We do see that we created a return label for you to return the items for a full refund and see that they are currently on route to us. Once delivered, please allow 7-10 business days for us to process the return and for your refund to process. 
  Sincerely, 
  Member Services
  
  

*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. ↩