Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/25/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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
06/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
06/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
06/14/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
05/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
05/16/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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
05/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
05/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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 ServiceInitial Complaint
05/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I made the unfortunate mistake of doing business with this fly-by-night company without reading reviews or otherwise having done my usual due diligence. I ordered two items on 4/30/23, one of which (a pair of shoes) I later discovered I had ordered the wrong size. I also failed to take note that the item was listed as "final sale." The shoes were expensive, close to $100. To make a long story short, I contacted customer (poor) service, took responsibility for my error, and asked if I could exchange them for the correct size, which were in stock and available for sale. I was told they would not exchange them for me and otherwise indicated I was just out of luck as this was a final sale. Such poor poor customer service. I feel completely ripped off. The order number is **********. To anyone reading this, do not do business with this unscrupulous company...I learned the hard way.Customer response
05/15/2023
[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
04/29/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Rue la la is terrible Company has Disebtive business practices!!! I purchased merchands on March 30/2023 however they ship it to the wrong address. As soon as I received a text notification from ***** I try to call Rue La La however it was after an hour. I try to chat online I was advised to call back tomorrow since I am PST zone. Rue la la is East Time zone I will be able to contact and speak with customer service rap. I was advised to go to the wrong location and pick it up your merchandise. what about if i got hearted in the wrong location terrible company policy to tell the client to pick it up their merchandise in the wrong address? I will love to give you a gift of coaching I will ask you why can you pick it up my merchandise and sent it over to me rather than me picking it up because I don't work for Rue la la. after promising me a refund so many time however they gave me run around so I call my bank to cancel the transaction. after I file the dispute with my bank they said we can refund you if I remove the dispute with your bank made to remove but nothing happing with Rue la la. Finally, I communicated with the customer service rep from ********************** she mentioned don't worry when we ship the merchandise we have insurance you will get your money back but is a lie everyone is giving me different information. I don't know who to believe this is not a business practice what protection consumer has is not acceptable. Rue la la has high-end merchandise however client is not provided with when they purchase merchandise I hope a better business bureau help investigate and protect the clients. I wish I read before I purchased Rue la la no one will be able to shop in this site hope you investigate Rue la la business practices to protecte consumersBusiness response
05/05/2023
Dear *****,
Thank you for allowing us to review this issue and we are happy to assist. We have searched our systems and we are having some trouble locating an account, or order with the information provided. Can you please provide ** the order number or the associated email address and we would be more than happy to assist!
Sincerely,Customer Service
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
129 total complaints in the last 3 years.
30 complaints closed in the last 12 months.