ComplaintsforRue 21, Inc.

• 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.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  R21 suddenly and without explanation changed their policy to discontinue purchases shipped to home, which greatly inconveniences people who rely on home delivery. Only in person shopping or ship to store remains. I contacted them about this change on 7/4/23 asking for an explanation and asking how long this would continue as I am a disabled person who cannot drive and cannot shop in person easily. I only got a canned response. A real answer would have been something like "we are experiencing difficulties with shipping companies and had to change to ship to store only for (estimated time). we are sorry for the inconvenience" I got a rehashing of the FAQ. I asked the reason and duration of this change multiple times and got the same canned "we no longer offer home delivery, you can get shipping to the store instead" from the agent before they refused to further reply. I am very unhappy with this company not only for the bizarre shipping policy changes that negatively affect a large portion of their customer base but also because they won't even answer questions about their policies. The least they could do is accurately explain why this happened and how long it will last. But they are refusing to do so and so I am wondering if this was done specifically to exclude certain demographics of customers (such as the disabled or rural customers). If they'd given me an actual explanation I wouldn't be so suspicious. I want to know what is going on here and why they are excluding regular mail order only customers and how long they will do so.

  Business response

  07/07/2023

  Hello,

  We are working on our website and looking to improve the online experience for our customers.  Our intent to remove Ship to Home option from our website was not to alienate or exclude any customer.  Once we have made the necessary improvements to the site, we will reintroduce the ship to home option for our customers.  We have elevated our Buy Online, Pick Up in Store experience and are offering that convenient option if you live near a rue21 store. This is a business decision that has the customer's best interests in mind and we hope you will be patient as we make your rue21 experience the best it can be!

• Initial Complaint

  06/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an order back in April and never received it. I spent over $30. I reached out to customer service and nobody was helpful and basically told me oh well you lost your money. Not even an offer to replace the lost items. Super shitty of a company to do this. I will never shop here again and I’d never recommend anyone ever order online again because if your package gets lost , they don’t care.

  Business response

  06/07/2023

  Since there is no order number provided in this complaint, we searched our database using the customer's email address provided.  A twelve-month search provided three orders placed April 2023.  Only one order has a reported issue;  ********** was missing an item and we refunded the customer for this missing item.  The other two items have no notes indicating a package/order is lost by the carriers UPS or FedEx.  If there was a delivery issue, we would have addressed it with the carrier had we heard from the customer.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  May 5th I placed an online order, spent $114.50. Tracking says it was delivered on the 12th at mailbox, however no package was there. Contacted USPS, but they were unable to locate the package and advised I reach out to rue21 customer service for help. I did and they told me they were not responsible for lost packages. I spent over 100 dollars and never recieved any of my items! This is theft!

  Business response

  05/16/2023

  The customer reported today that they did not receive their order.  UPS and the local USPS post office report that their order was delivered on Friday May 12th.  Once a carrier reports a package as delivered, rue21 is no longer responsible for the package since we did what was asked by having a carrier deliver the package to the shipping address provided in the order.  

  Customer response

  05/16/2023

  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.  I spent over 100 dollars and did not recieve merchandise. Contacted USPS and they informed me the package was lost in transit. For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  Regards,
  
  ****** ******

• Initial Complaint

  03/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They will NOT remove me or stop texting me after requesting to be removed at least a dozen times since November. After they text me AGAIN after I’ve sent both stop and stop all to their texts it’s like they text MORE frequently after requesting them to stop than before. I have emailed company and texted other number *****- it does not matter. They will NOT remove me from their texting chain. This has been ongoing multiple times every single week since at least 10/22. They need to stop. I NEVER signed up for their texting to begin with as I do not (and will not ever after this) shop at their stores.

  Business response

  03/20/2023

  We have reached out to the customer to provide the phone number so we can unsubscribe them from our text messaging program.

  Customer response

  03/20/2023

  
  
  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 providing they actually follow through this time.  They’ve emailed me and stated it’s been removed.  I have very litte faith it will stop.  At this point I no longer find this company trustworthy.
  
  **** ********

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/28/2022 I placed an order with Rue 21, but did not receive it. The order number is 000688074. The first time I called a reported that i had not received my order I was told to give it another week or two to see if it had been delivered to one f my neighbors, and so I did. In January 2023 I called back to notify them that the order had not shown up their resolution was to refund the order. They only refunded half of it. In February I received a phone call from the Rue 21 credit card service stating that I had an outstanding bill. I told the the situation, they instructed me to call customer service and so I did. I realized they hadn't refunded the entire order, the representative refunded the last part of the order. A few weeks later I got another call from Rue 21 credit card attempting to collect a payment, I again explained the situation, they told me there was still a balance an instructed to contact customer service. All the money has been refunded but the credit card service is saying that it hasn't.

  Business response

  03/06/2023

  The remaining balance for this customer's refund was processed this morning for $96.33 back to their rueRewards credit card ending in **** by our Finance department.

  Customer response

  03/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory as long as there are no negative credit reports and there is a zero balance on the account.
  
  Regards,
  
  ******* ******

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Online Order # ********** 11/27/2022 $81.28. UPS tracking ******************. Order was never given to ups for delivery. Rue 21 acknowledged package has not been picked up by ups and that refund would be given. I have been promised 3 times that I will be refunded and I have not been given a refund after trying for almost 2 months.

  Business response

  02/01/2023

  Once we were able to confirm this package was not locatable by our distribution center or UPS, we processed the refund of $81.28 back to the original form of payment the customer's rue21 Rewards credit card on 01.10.2023.  If the customer does not see this posted to their account ending in 5061 they should reach out to Comenity Bank/Bread Financial at **************.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  son had heart attack customer service wont camcel or dare placed 5 min ago i have to leave out town emergemcy package will get stole reps five wrong number for corporate ! never shop there !! Worst ever complaints all over line bad bad buisness

  Business response

  01/25/2023

  Our order platform does not allow us to cancel or change an order once a customer submits it to us.  Our team explained this to Ms *****.  We received a voice message from the customer with expletives that we chose not to respond to with a call back; we sent an email to Ms ***** asking how was can further assist them with their order.  We are happy to take next steps to resolve this for Ms *****.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered from rue 21 on 12/11/22 it was a Christmas gift. So everything seemed to be going good. I look it says out for delivery i’m like ok cool, so then it said incorrect delivery address/suit number. so i’m like ok let me call fedex to see if they can change it they said they can’t because the restrictions that the SENDER put on the package…. So i’m like can y’all hold the pack? they give me the same answer so they tell me to call rue and see if i could get them to put the right address mind you i put in everything correctly i double check so this is totally their fault so i call rue they said we can’t change anything so i’m like can you hold it she’s like no we can’t im sorry wait till the 23 so we can assist you further. ok cool i see that it has been returned to sender i’m like ok so i’m going to get my money back .. IT GOT SENT BACK THE 27 It is now the 4 of january and i have yet to get my refund i called them the 30th to get my refund and yet they said give it 2-3 business days??? FOR A MISTAKE YOU GUYS MADE WITH MY MONEY??? ok i wait and i still haven’t received anything… i need my money i don’t want to take it to court but y’all are about to make me because why are you not giving me my money. Y’all had no consideration what so every about how it was Christmas and it was a gift. order # **********   total:92.18

  Business response

  01/05/2023

  This order has two packages, both with FedEx.  One package we see was returned to us for incomplete shipping address.  We will refund this package for $70.89 back to the customer's Visa cc ending in 8728.  The contract we have with FedEx does not allow us to insure the package or make any changes to its shipping address once it leaves our store/DC.  The second of the two packages for this order is reported as delivered on 12.16.2022 to the customer's front door.

  Customer response

  01/05/2023

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

  12/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction date: December 19 2022 Full amount: $56.19 I’ve made an online order with Rue 21 on December 19 2022 using Klarna as the payment Klarna authorize the purchase immediately, however Rue 21 never confirmed the order and leaved the order confirmation pending with the excuse that my order was made from an international ip address, which isn’t true. I have no issues if they don’t want to accept my order, the problem is that they never had the courtesy to cancel the order confirmation. Now Klarna is holding me the initial amount since Rue 21 are so irresponsible to cancel the order confirmation, then now Klarna will make me wait until the 30th to make an manual cancellation because of this fraudulent seller. The order number is: * * * * * * * * * * Rue 21 is definitely has worst customer service that I’ve ever experienced in my whole online order experience. They’re a pretty disgusting and fraudulent business. Period! Rue 21 was supposed to cancel the order confirmation as soon as they didn’t wanted to accept my order. This are signs that this business has fraudulent intentions.

  Business response

  12/23/2022

  Our system is unable to process orders submitted from an International IP address/device.  In addition, we are not able to accept payment methods issued outside the continental US.  As a result, we were unable to accept this order.  We have explained this to the customer and we did not charge the customer for this declined order.

  Customer response

  12/23/2022

  Dear BBB,

  This is an update in regards of my complaint regarding my experience with Rue 21.  The only reason Rue 21 finally cooperated with this situation is because I’ve reported them to the BBB.  I’ve never mentioned that Rue 21 charged me, however they just made this situation harder by not cooperating to make things equally fair for me as a consumer.  Here’s what took place: I’ve used Klarna to pay for this order and Klarna authorized the transaction, the Rue 21 leaved my order pending because based on them it was made using an “international ip address/device” so no problem if they didn’t wanted to fulfill my order. The problem is that they should have just cancelled it immediately, instead of waiting 4 days to cancel the pending status, just because I’ve reported them to the BBB.  That was my main issue with this business. I’have just received my refund two hours ago, but it was still unfair that my funds were on hold for 4 days just because Rue 21 didn’t have the courtesy to just cancel the pending order.

   

  I wanted to point out this fact before closing this case.

   

  Sincerely,
  Maria

  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,
  ***** *****

*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. ↩