ComplaintsforRue 21, Inc.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unanswered

  More info

  I am a long-time customer of **********************. I do not live near a Rue21 store and only shopped online. About a year ago I went to shop online, and the website changed to no online order shipping. You could only shop "in-store" via online order, for pick-up at your nearest store. At that time, I contacted their customer service and was told that the online site was being reconfigured for a better shopping experience.I was then given a $150 gift card as a Mother's Day gift to Rue21. And now, the company is going out of business. I cannot shop online at all - not even for store pickup. The website is non-functional, only to show where the nearest locations are. For me it's more than 30 miles away. There's no way to contact **************** or the corporate headquarters. There was absolutely no notice for the person buying the gift card that I would not be able to use it. It's ludicrous and a tragedy how the customers are being treated!! My children don't have $150 to just throw away. And their money should not help to pay for Rue21's bankruptcy. How do I get my $150 gift back? We are struggling just like the company. It's unfair, and I'd like a refund.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unanswered

  More info

  My merchandise credit isn't working and no way to reach this company. They filed for Bankruptcy and closing all stores. I called the gift card number and they said they can't dispute and reissue the card but to contact rue 21 customer service.

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today I placed a pick up order for 4 items. On the website NONE of the items said they were out of stock at the mall I was going to pick them up at (Forestville Mall) in Forestville, MD. Then I get an email that my order was canceled because my items were out of stock yet the website said the opposite. I still want my stuff. Ship it to me. I’m pissed. I need this fixed. Giving me my money back wasn’t enough. Thank you.

  Business response

  03/18/2024

  We do apologize for disappointing customers when our site is not in sync with the store's inventory.  This happens often with clearance items and sales where there are other customers ordering the same items online at the same time or when a store is processing an order in the store for an item that a customer is also adding to cart to purchase.  If the order was cancelled for items being out of stock and not available, we would not be able to meet the request of the customer to ship it to them; our Ship to Home option has been temporarily disabled while we work to improve our site experience.

  Customer response

  03/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  

  So, what yall are saying is there’s no way I can get those items and that’s just it? That’s ridiculous. Your store shouldn’t have clothes on the site that aren’t in the store. What kind of dumb stuff is that!?!? I’m so mad. This company is a*s. 

  
  Regards,
  
  ******** ********

• Initial Complaint

  12/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased something on December 9 2023 paid for order complete. Today i look at my bank account there where 2 more charges made today , no order number , no nothing made my bank negative , cant disbute until i talk to compnay - can not do this they have no customer service by phone , it is 3 days before christmas and this company hacks me

  Business response

  12/26/2023

  We see an authorization hold/pending transaction for $60 was placed by the customer's MasterCard provider when their order was submitted on 12/7/2023.  rue21 does not charge customers until they come and pick up the items that are ready.  There were two of these four ordered items cancelled for being out of stock and no longer available.  We charged the customer $34.28 on 12/21 for the two items that were picked up by the customer.  We suggest the customer contact their MasterCard provider if they see anything but this $34.28 posted to their account statement.

  Customer response

  12/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21047848, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  Regards,
  
  Amy Hawk

  Business response

  12/28/2023

  As stated earlier in this process, rue21 only charges the customer for an in-store pick up order on the date they come to pick them up.  The customer's credit card company posts an authorization hold/pending transaction for the full amount of the order when the customer submits their order.  The store then processes this order and at that time will cancel any items that are out of stock and no longer available at the time the order is received by the store and processed.  In this case, the customer's order for four items had two items cancelled.  When the customer picked these two items up on 12/21/2023 we only charged them for these two items $34.28.  At the point, the credit card company is to replace their pending transaction with the actual charge from rue21.  The customer can proceed with their credit card provider and dispute the charge but they will see on their account statement that only one charge is from rue21 and that is $34.28 on 12.21.2023.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I did an online order for Rue 21 I didn’t get my order in store until 5 mins before closing and when I checked my bag . My sweater wasn’t in there and I was charged for it . I called today 12/21 twice and was given the run around and even spoke to a manger and instead of saying sorry I was told they need to check security cameras to make sure the sweater was in the bag ? Why would I lie about my sweater not being there my order ********** and the sweater that is missing is Cream Striped Cozy Boyfriend Sweater size Medium it was a present for my sister for Christmas . No one is doing anything and I could have understood if they said sorry about that bring the receipt and we can fix it but I didn’t even get that . Then they said I wasn’t charged but it’s on my bank account that I was charged I was charged for my sweater and it only 8.54 for the sweater that’s missing and they act like they can’t just give me my sweater so I can have a gift for my sister . I have shopped at Rue 21 for years and never had a problem once until today. I attached a picture of my bill as well from my bank account to show my account was charged. I want an apology and my sweater and for how I was talked to by the manager at store number 975 and her employee as well to be addressed when an order is missing you don’t accuse someone of stealing and stilling 8.54 at that after I just shopped there.

  Business response

  12/26/2023

  Our Customer Service team has been contacted by this customer and is working with the store's management team to resolve.  The District Manager overseeing this store will contact the customer this week to coordinate a resolution.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 5th I received a message from my bank that $340.65 had been taken from my account from RUE 21. I have not shopped there in over a year. Someone has hacked their website and got my information and bought graphic t shirts. There is no number to call them and you have to wait on email in 1-2 days. Well, the person will get the stuff and my money by then. They keep trying to change my info and the email are coming to me. There is currently 9 more shirts in the cart they are trying to buy. I had to close my bank account in hopes I get my money back. They have not tried to resolve the issue.

  Business response

  11/06/2023

  Thank you for bringing this to our attention.  We have reached out to our IT team to see why this order was not flagged for fraud review.  In addition, we are attempting to intercept this order at our distribution center as this order was placed yesterday.  I have reached out to the customer to assist with this incident; it is unfortunate that this occurred and resulted in fraudulent use of this customer's account.

  Customer response

  11/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I need to know that my money is back in my account.  I appreciate the company reaching out to me, however I need a resolve. Its not resolved so I do not accpet this. 
  
  Regards,
  
  ***** ******

  Business response

  11/07/2023

  This order is now cancelled and we sent an authorization cancellation to the customer's Visa provider.

  Customer response

  11/09/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ***]
  
  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. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 22, 2023 I was shopping for my daughter’s birthday at the RUE 21 in North Charleston, Tanger Outlet. I saw some pants I was interested in and went to try them on, as I was pulling up the left leg, something scratch me terribly it causing a long scar that pained me for weeks. It was something you place in clothing to stop thief’s. I was told by the manager (guy) , that people came in on the day prior stealing and they cause the sensor to be in the front left pocket, and someone from corporate would call me after taking my number I have yet to heard from anyone.

  Business response

  11/13/2023

  We have escalated this to our Human Resources department.  A member of the customer injury team will reach out to this customer as soon as possible.  We do apologize for the delay as there was confusion as to what the report number was from the store.

  Customer response

  11/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

    Regards,
  
  ******* ********

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/15/23 I placed an online order for 4 pair of jeans and two graphic tees. One graphic was shipped due to it not being available in store and the remainder items were supposed to be picked up. I never received an email stating my order was ready for pick up I logged into my Rue21 account and seen next to each item it stated it was ready for pick up. On Saturday 9/23/2023 I went to the Rue21 store 3661 Eisenhower Parkway, Macon, GA 31206 to pick up my items. The young lady in the store couldn't find the order but it was wrote down in the book and still in the system. The store associate started repicking the items since she couldn't find the order and then called the manager to check to make sure it wasn't put back. The manager stated that she called me Friday 9/22/23 but it was the wrong number and issued a refund for the items and put it back on the floor at the end of business that day. However when I went in that Saturday and the store associate marked my items as picked up I was charged 120.40 for the items which they took out of my account on that Monday 9/25/23. I called the store and she said she issued a refund on the Friday before so it didn't charge me twice! I informed her I was looking at my account which was now negative due to them taking the money out! I reached out to Rue21 via email twice and didn't receive a response or adequate resolve! I reached back out to the store and I'm giving the same story she was saying from a week ago! If you think Ima take this 120.40 loss and be like oh well and I didn't receive NO CLOTHING items you have to be out of your mind! People work hard for their money and considering I shop with Rue21 daily I really feel like this situation could of been handled much better and in a timely manor! And then when you're trying to contact them there's no contact information for corporate and the 800 number tells you to contact them via email.

  Business response

  10/05/2023

  Upon further review, the store incorrectly processed this In-Store pick up order as picked up instead of cancelling it.  This has been corrected and our Finance team is processing a $120.40 refund to the customer's payment method Visa ending in ****.  Please allow 1-2 business days for Visa to post this to the account statement.  Additional training has been conducted with the store team to ensure this does not happen again.  Store management team has been in contact with the customer as well.

  Customer response

  10/05/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  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. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went in to the loop store on 9/25 I bought a bunch of things for $4 from a box on clearance. I checked my reciept at home and one item rang up $9. I called store and let them know I don't usually go to that area and asked if I gave them my member ID if they would be able to look it up and refund me the difference. He said no he cannot that I will have to come in and do that... I am very upset that I have to come in to do that since it's there fault of nor updating the price on the register... I am requesting a gift card or store credit in the amount paid at the time at purchase since I cannot go back to store to get resolved. I've attached a copy of reciept.

  Business response

  09/26/2023

  Thank you for reporting this error.  Please email a photo of your complete receipt and the item in question circled to ************************* so we can proceed with your price adjustment.  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Home delivery from this company has not been available for months now. This was taken away suddenly and with no explanation or timeframe for when this will be corrected. When contacted they give no timeframe either. In store Pick up is not available for the majority of the items on the website. Then to make matters worse they removed all plus sizes from the website-which you cannot get in store at all. This feels discriminatory and the fact that no time frame or solutions have been presented by the company is horrible etiquette.

  Business response

  08/01/2023

  rue21 suspended the ship-to-home option on our website on 06.28.2023.  The decision was made to suspend this service while we make improvements to our customer experience for online shopping.  We have made our website available for the Buy Online, Pick Up in Store in the interim and encourage our customers to use this great feature for fast service.  We have not removed our Girls Plus assortment; it can be found under Girls as rue+.  While some stores do not carry extended sizes, we do see that the majority of stores do and we have done our best to make sure rue+ is available within 25 miles of our customers' zip codes.

*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. ↩