ComplaintsforRue La La, Inc.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have returned items from and was told by the company that they credited my AMEX on 11/8/23 for the return in the amount of $174.40. I informed them that no such credit was posted to my AMEX and it was not issued for a merchandise credit either. They refuse to respond.

  

  Business response

  12/11/2023

  Dear ***, 
  We were happy to assist! We reviewed the email from the representative you previously spoke with in regard to the refunds for orders ********** and ********** . These orders were refunded separately, $95.22 and $79.18 respectively. The representative had combined the totals to the $174.40 that was referenced in the email. We hope this information helps! 
  Sincerely, 
  Customer Service
  
  

  Customer response

  12/14/2023

  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. 

  They maintain that these items were returned on Nov 8th to my AMEX along with all the other items returned.  There is NO REFUND in the amount of $95.22 in or around that date.  I have found the refund for the Natori PJ Set.  The return for $95.22 is still an issue
  
  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

  12/15/2023

  Dear ***, 
  We apologize for the confusion. We have taken a further look into our payment system and see that the refund of $95.22 for order number ********** was further broken down, into the amounts of $38.51 and $56.71 on 11/8 to your AMEX. 
  Sincerely, 
  Customer Service
  
  

  Customer response

  12/17/2023

  [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

  11/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 12, 2023, I ordered a Viking cast iron skillet from gilt.com which stated it was oven safe and no additional detail. When it arrived on November 20, 2023, the packaging stated it could only handle up to 400 degrees. Most cast iron skillets can handle up to 500 degrees. I sought customer assistance to return the product and was told it was final sale and there was nothing they could do to help me. The order number is **********

  

  Business response

  11/24/2023

  Dear *******, 
  Thank you for allowing us to review. We were happy to assist you with making a return label. We have sent a complimentary return label to your email address on file with us. This label will come directly from ***************** within 48 hours. 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
  
  

  Customer response

  12/07/2023

  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 business sent me a label, which I used and sent back well over a week ago. According to the **** website (attached), the item has been delivered to the business; however, I have received no correspondence from Gilt indicating so nor have I received a return to my credit card.]

  
  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

  12/11/2023

  Dear *******, 
  We were happy to check into your return for you. The item is still in transit back to us. Once the item is received by us you will see your refund in **** business days. Here is the tracking information so you can monitor the status of your package. 02396343462656405052
  We hope this information helps. 
  Sincerely, 
  Customer Service
  
  

  Customer response

  12/15/2023

  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 # ********.
  

  The business did not refund my form of payment. Rather, the business provided me with a credit on its website (see attachment). I clearly indicated to the business, both in email and through the BBB, that I was not interested in a credit. Please rectify immediately.

  Regards,

  *******

   

   

  

  Business response

  12/27/2023

  Dear *******, 
  I am happy to advise that you were refunded to Afterpay on 12/16 for the full amount of the Cast iron skillet you returned, in the amount of $108.86.
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  10/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried on many occasion to get clarification on when the second pillow was credit to either my AMEX or Merchandise credit. I should have received a credit to TWO pillow on or after 5/15/23 but can only locate one credit.

  

  Business response

  11/07/2023

  Dear ***, 
  Thank you for allowing us to review. We are happy to assist. You were refunded for the two pillows separately. One was refunded on 6/5/2023 to your merchandise credit in the amount of $32.09. The second pillow was refunded on 7/4/2023 to your merchandise credit in the amount of $32.09. We hope this information helps!
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a women's ***** coat on 10/9/2023. The order number is **********. Rue La La shipped me the coat without the **** belt that comes with the coat. I contacted customer service, and they were unable to locate the belt. I was given an option to ship the coat back for a full refund or keep the coat and accept a credit for $160.00 due to the missing belt. This is unacceptable. The **** belt is the main piece to the coat, it is the staple of the coat. I am filing this complaint because if I chose to keep the coat I should be given a larger discount. Offering $160.00 is only the taxes that I paid to the coat.

  

  Business response

  10/31/2023

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. After reviewing we do apologize for the inconvenience. We are unable to offer a larger discount at this time. I see we provided you a label on 10/23 to return the item for a full refund, you may use this label to drop the item off at any ***** location. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1145597864$555.25 Shipped 1145780969$762.11 1151459636$1,056.07 1151715138$1,088.72 1155179672$1,284.71 1155772411$337.49 Can you please confirm that all these orders have been refunded fully?Thanks

  Customer response

  10/08/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  10/14/2023

  Dear *******, 
  Thank you for allowing us to review. 
  For order number **********, we refunded $129.74 to your Credit card on 6/5 and $187.77 to store credit.
  For order number **********, we refunded $1,274.72 to your credit card on 9/26. 
  For order number **********, we refunded $534.37 on 6/23, and $552.37 on 9/2 to your original form of payment! 
  For order number **********, we refunded $479.94 on 6/16 and $9.99 on 9/27 to your credit card. 
  For order number **********, we refunded $544.37 to your credit card and $207.75 to your store credit on 4/11, and $9.99 to your store credit on 9/27.
  For order number **********, we refunded you $337.51 to your credit card and $217.74 to store credit on 11/25/2022. 
  Sincerely, 
  Customer Service
  
  

  Customer response

  10/16/2023

  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.

  For all these orders, EVERYTHING was returned. Can you please refund to original credit payment instead? I don't want store credit. Everything was returned. 

   

  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  10/24/2023

  Dear, 
  Order number **********, was refunded in full. Part of this order was placed with store credit, we are unable to reverse this amount. 
  Order number 1155179672,was refunded in full to original form of payment minus the return shipping fee of $9.99.
  Order number **********, was refunded in full to original form of payment
  For order number **********, we refunded $479.94 on 6/16 and $9.99 on 9/27 to your credit card. We did not receive the second item on this order as a return, and therefore will not be processing a refund for the second item. 
  Order number **********, was refunded in full. Part of this order was placed with store credit, we are unable to reverse this amount. 
  Order number **********, was refunded in full. Part of this order was placed with store credit, we are unable to reverse this amount.
  Sincerely, 
  Customer Service
  
  

  Customer response

  10/25/2023

  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.

  This is not correct. I have no credit on my account currently except for **** of it. 

  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  11/10/2023

  Dear, *******, 
  The credits from these orders have been used on subsequent orders you placed. Please log into your gilt account, hover over My Account, and select Credit. In the history you will see on which orders your past credit has been applied.
  Sincerely, 
  Customer Service
  
  

  Customer response

  11/13/2023

  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.

  All the items have been returned, so there should be credits outstanding in my account. 

  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  09/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a suit on ****, but when the delivery showed arrival, I did not find the package. I looked at the courier information showing a very blurry photo taken and it didn't even show my name or address, nor did anyone sign for the delivery on my behalf. I contacted Rue Lala, and the customer service told me that I need to wait for 5 days to provide me with a replacement or refund, so I contacted the customer service after waiting for 5 days, and they told me that I need to wait until 9.2 before contacting them again, and she specifically stated that Rue Lala can provide a refund. It turned out that on 9.2 another new customer service told me I had to provide a police report! If a police report was required, why wasn't I told to report it earlier, this long wasted waiting time will make the whole process even more extremely difficult. I don't think this is at all the responsibility of the courier, but entirely the problem of Rue lala. From the very beginning, Rue lala should have asked me to sign for the delivery in person or at least have someone else do it for me if it was to be sent to another address. After the incident, ******** repeatedly made me wait, delayed the best time to find the courier, and kept assuring me that I could get a refund, revealing the unprofessionalism of Rue lala's customer service about the whole operation process.

  

  Business response

  09/07/2023

  Dear *******, 
  Thank you for allowing us to review. We are happy to assist and add some additional insight. The initial five day period after your order shows delivered is requested to allow your package time to arrive. It is common for carriers to mark shipments Delivered if they run into delays, and they will deliver the items in the following week. This time frame allows for items in this situation to be delivered to the recipient. We do not consider a package as not being delivered until after the 5 day waiting period. We would not request a police report to be provided until it is determined that the item will not arrive to the recipient. Due to the price of the item that was not delivered, we do require a police report to be made and sent to us within 14 days. Based on when we initially requested a police report, this would be due on 9/16 for us to review to process a refund. 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  08/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 17 August ****************************** error. I was on the order page and decided not to make the order, but somehow the order went through for $1,200.00. I called customer service 10 minutes later and spoke to an associate who stated the order was processing and she could not do anything. My request to immediately cancel the order was denied. I was told I had to wait until the order was delivered. The problem with delivery is my account has my old address from when I lived on ******************, **, so the added concern is I will not even receive these items even though I did not plan to make the order in the first place. Nobody at this conpany would help me. I called back a second time to try to resolve and woman said why didnt I call immediately to cancel and I said I did but associate said she could not cancel the order. This is very distressing that a company refused to cancel this order for such a large amount which I cannot afford and also there is the risk I will not receive the items so I can return them. Rue La La also sends non-returnable items which is why I tried to call to cancel immediately when I realized the error. This company doesnt appear to care about people, especially military and veteran families. I have tried to resolve through normal methods and this company has refused to help and has forced me to accept and order I do not want to a location where I do not live. Right now the order hasnt been picked up by Fed Ex yet and they still will not cancel. Makes no sense. My family is being harmed financially by this company who refuses to simply cancel this order. The order number is **********. Any assistance that can be provided by the BBB is greatly appreciated.Kind Regards,***********************

  

  Business response

  08/30/2023

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. As we work very quickly to ship our orders out. When you first contacted us the item was already packed and loaded, and we were unable to cancel. In cases such as these we ask that our members wait until the itm has been delivered, as in some cases the items will be marked as returned to sender. After reviewing your account, we see that a dispute has been placed on the account. We are unable to look further into a possible refund with an active dispute on the account. Your financial institution is in review now. 
  Sincerely, 
  Customer Service
  
  

  Customer response

  08/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I called within 5 minutes of accidentally placing order. Also they offer a refund on very few item. I could only get a refund on 7 of the 27 items
  
  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

  09/07/2023

  Dear *****, 
  Thank you for your response! The order was placed on 8/17, and we were contacted the next morning after the order had been packaged and loaded for delivery. We see that you spoke to representatives who advised after the shipment showed delivered to the address on the order, and our required timeframe passed,  we could reevaluate and assist with a resolution. We require this timeframe, as in some cases items will be returned to sender, or redirected by the carrier. This representative advised that we would be able to review and assist with a resolution on 9/4. As a dispute has been placed on the account, we are unable to look further into a possible refund. Your financial institution is in review now. 
  Sincerely, 
  Customer Service
  
  

  Customer response

  09/11/2023

  To Whom It May *********************    I respectfully disagree with this vendor regarding this $1,200 order. This order was made in error. The fact the wrong address was included only supports this issue as I have been able to change the address on previous orders. There was no intent to make such an expensive order from Rue La La. I typically put items in my basket/cart so I can look at them later. However, on this particular night, I hit order by mistake. I attempted to call Rue La La to cancel the order approximately 10 minutes after I realized the order had been made (see attached pdf document for call log). However, I could not get through to customer service and the automated system said there would be a one and a half hour wait to talk to an associate, so I called the next morning. (I also sent emails to try to resolve this issue). I was told at that time there was no way to cancel the order and that it had already been packed up for shipment. This was followed up by an email on August 20 that the shipping address could not be changed due to **** shipping restrictions, but this shipment was sent via Fed Ex, so more misinformation from customer service that made this harder to resolve. Due to conflicting information associates being unable to help resolve this issue is the reason I filed a dispute. It is also Rue La La policy that not all items can be returned. I see no exceptions to this policy, so I was concerned I would be sent items I could not return. Now I am being told if I had not filed a dispute Rue La La could have worked out a return which is not what I have read on the website.  There was also some lag time between the items being packed and the package being picked up by the shipper. There was a day or two that passed where the package had not been picked up, so why could the order not be pulled from outgoing shipments and returned to the warehouse? That just doesn't make sense to me. Also, the shipment was sent in two packages. I was not even sent a notification the first box made it to the address on the first delivery and the box sat all week on active duty persons porch until the neighbor next door reached out to my husband on ******** and told us they had the package and asked when we could come pick it up, which we did after many days of tracking the package online. Why would Rue La La put me through so much stress and anxiety by shipping items to me when they know I do not want them? I did call the shipper on multiple occasions to attempt to redirect the shipment and was told each time there was nothing they could do. This was Fed Ex, not **** like I was originally told and I have the email for that. Rue La La, and Gilt, whom I have made many purchases from in the past, has always been a good vendor and up to now I have had no problems. Never would I think it would be so difficult to cancel an order and I only filed a dispute because the response from Rue La La customer service was not helpful at all. **************** never said that once I get the package I could make arrangements to make a return. Out of the 27 items, only 7 were allowed to be returned according to the order details, so I knew I was going to be out a lot of money for items I don't want or need. To say all the items could be returned when it plainly states specific online items cannot be returned, is extremely disingenuous at best. This has been a nightmare for my family. I simply ask that Rue La La send me a shipping label or provide a return approval number so I can send the package back to them for a refund. If Rue La La wanted to, they could honor this request. It speaks volumes as to the type of company they are that they can't approve the return when everyone reading this knows they can. If the return was approved I could cancel this dispute with BBB and USAA Bank. If they did I would send the order back and would look forward to a future order as some point as I have made at least 4 clothing orders in recent months and have been a good customer. My husband, as a retired Air Force Major of 32 years serving his country, is also mystified that such a big company as Rue La La, has such an antiquated system that they cannot quickly cancel orders and return them to the warehouse before they are shipped. Amazon, Lowes, Wayfair, and other retailers make it very easy to cancel an online order right online through their app with no questions asked. I am asking Rue La La to please approve the return and I will even pay to ship the items back out of my own money so there is no out of pocket shipping on their part. I look forward to their reply. 

  
  Kind Regards,

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

   

   

  Customer response

  09/17/2023

  I need to let Rue La La know that the dispute filed with my bank has been cancelled so they can now present a resolution

  

  Business response

  09/21/2023

  Dear *****, 
  Thank you for letting us know! We have applied a refund of the total of the order, $1,246.00 to your original form of payment. Please allow 3-5 business days for this refund to be processed. 
  Sincerely, 
  Customer Service
  
  

  Customer response

  09/25/2023

  
  
  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

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Newly purchased comforter burned and melted upon drying for the first time, nearly causing a fire. Despite it being unusable and defective, customer support refused to provide a replacement or refund, claiming because it is "final sale." That is no excuse for violating ************* consumer protection laws.

  Customer response

  08/18/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  08/24/2023

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. We were able to review the care instructions for this item. It is suggested to prevent damage, that you use the lowest heat setting, and a large capacity dryer. This is a common reason as to why comforters may melt in the dryer, across many different brands.
  As we understand this was a disappointment, we were happy to process a refund for the item in the amount of $69.05. Please allow 3-5 business days for this refund to be processed. 
  Sincerely, 
  Customer Service
  
  

  Customer response

  08/27/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business regarding a full refund 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

  07/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 Service
  
  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 Service
  
  

  Customer response

  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,
  
  ***************************

*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. ↩