ComplaintsforRue 21, Inc.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered my son son jeans for Christmas. The order was delivered somewhere else. I contacted the business on both Twitter and also email. They're telling me to wait until 4 days before Christmas to get refund. This is not fair to me that my items were delivered somewhere else and I don't have my money nor the items.

  Business response

  12/19/2022

  When a customer reports a missing package that the carrier reports as delivered, we suggest the customer wait 5 days to see if this missing package gets delivered.  We just refunded the customer now for this missing package as a one time exception.

  Customer response

  12/20/2022

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

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I wanted to go ahead and file a complaint because it's only been ONE day and I'm already getting the run around. On December 1, 2022 - I placed an order on Rue 21 for two sweaters and a jacket. Order #**********. I received the two sweaters. They were shipped SEPARATELY from the jacket. The jacket was shipped via Fedex and yesterday, December 4th, 2022 - It was marked DELIVERED at my front door. The tracking # is ********************. It was NOT a package at my front door! The driver took a picture that you can barely see with other packages in the background. Looks like it was still on the truck. So today, December 5th, I called Fedex and spoke to a representative who advised me to call the merchant and report it so they can file a claim and issue a refund or another package. He also stated that they didn't have an Apt # in their system. So I called Rue 21 and the representative told me that I would need to wait 2-5 business days to see if the package shows up. I HIGHLY doubt the package is going to show up considering the fact that it was marked as being left at my front door. All I want is another jacket! I got it for myself as a Christmas gift because I absolutely love it so I just want another one. Preferably shipped by another carrier because Fedex is terrible. Here's a picture that Fedex uploaded saying that it was delivered.

  Customer response

  12/05/2022

  Hey, 
  
  I filed a complaint literally about 30 minutes ago and right after I filed the complaint, my package showed up. Are you able to cancel it? It was filed against Rue 21 INC and the complaint ID is ********. Thank you! 
  
  -*******

  Business response

  12/07/2022

  Our team suggests all customers reporting a lost package wait 5 days to allow for the carrier to correct a misdelivery or a premature delivery scan.  We apologize on FedEx's behalf and have refunded this customer for the item not received.  Our systems do not enable us to send a replacement item so the customer will need to reorder the item if they are still interested in having it.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello I would like to report a issue of false or misleading advertising. On 10/02 I was scrolling on social media and saw an advertisement from Rue21 showing a sweater with a mushroom on it for 23.39. The next morning when I got to work I went to rue21.com and searched for the term mushroom in their search box. Upon doing this search the item I was looking for popped up, with the 23.39 pricing available. I clicked the item and it changed from 23.39 to 38.99. I added it to my cart because I really didn't notice the price had changed and when I went to my cart I did see the price had changed. I searched again for the term crew neck because I thought maybe I had clicked on the wrong item, or that I was making some kind of mistake. The search now showed all the same item just different pattern but with the 23.39 price. I again tried to add these to my cart. One in leopard print, and one in flannel print. All 3 of them had the price changed when adding them to my cart. I emailed rue21 customer support on this issue, and specifically asked them to adjust the pricing since they are responsible to maintain accurate information on their website. They refused to adjust the price and simply told me it must have been an error. I want the three sweaters at the advertised price or a code for the cost difference.

  Business response

  10/06/2022

  Hello,

  We often have customers either put items in their shopping bag or are in the process of an order as we update our website to a new promotion.  Please let the customer know that we can honor this price difference with a price adjustment once her order ships.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rue 21 took money out of my account because they keep changing the prices to my order I really needed that money and they took it can you help I also had already paid them here’s a receipt.

  Business response

  07/29/2022

  ******** *****'s order number ********** was submitted to us on 07.23.2022 at 7:34pm EST.  The order was split into two packages; one with UPS and one with FedEx.  Both carriers report delivering these packages yesterday 07.28.2022.  There are no notes indicating that ******** contacted us about this order or any issues or concerns they had with this order.  Please let us know what we can do for this customer and this fulfilled and delivered order.

  Customer response

  08/01/2022

  
  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

  02/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  At around December of last year, I had bought 3 items from RUE21, and by the beginning of this year, in January, I returned two of the items that were around $20 each. One of the items had broken before I had worn it, and the other didn’t fit. I returned them to the store, and gave them my card for the refund. The cashier had not given me a receipt, and she had just walked away, presumably to do something else in the store. I waited at the couple for a few minutes but she never returned. After waiting, I left because it was clear she wasn’t coming back, and I was the only customer in the store so I couldn’t just wait for her to ring someone else up to ask her. It’s been a month or so now and I still haven’t been refunded my $40 for the returned clothes. I would just like to get my refund if possible, but since I don’t have either of the receipts (due to the cashier taking them), I’m not sure how to prove that I am owed money.

  Business response

  03/01/2022

  Without the receipts, it will be a challenge to identify both the purchase and the return.  We are more than happy to try if the customer can provide the following:

  1. Store where purchased, date of purchase, the last 4-digits of the card used for the purchase and total amount of the purchase.

  2. Store where returned, date of return, the last 4-digits of the card used for the return/refund and total amount of the return/refund.

  Customer response

  03/04/2022

  
  
  Better Business Bureau:
  
  In order to help me get refunded, RUE21 has requested that I give them the following information to help verify the purchase: 

  Date bought - 1/10/22

  Location bought from and returned to - Greeceridge Mall Rochester

  Total purchase price - $55.97

  Last 4 digits of card used - ****

  Date returned - 1/26

  Refund amount needed - $38.98
  

  Thank you.

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

  Business response

  03/09/2022

  We have record of a purchase in our Greece Ridge Rochester NY store on 01.10.2022 for $58.21 with a debit card ending in 8338.  This purchase is for three items. However, we do not have a record any return on 01.26.2022 in that same store.

  Customer response

  03/10/2022

  
  Better Business Bureau

  RUE21 has said they’ve found my purchase from their store, but no return. I have text messages from the day I returned the products saying I was going to the mall to return things so I know the exact date. The cashier asked for my card and did run it, but since she didn’t actually refund me or give me the receipt, I don’t know how to prove the return date other than the text messages. I went to the mall around 5-8pm on 1/26/22. One of the products I returned, a smiley face belt, had broken before I had gotten the chance to wear it. Maybe the existence of this broken belt can verify my return?
  
  Regards,
  
  *** *********

  Business response

  03/31/2022

  Please tell us the second item that was returned so we can properly refund you for your returned items.

  Customer response

  04/03/2022

  
  
  Better Business Bureau:

  The second item I returned was a Black Mesh Bustier Corset Cami for $21.99. 
  
  Regards,
  
  *** *********

  Business response

  04/07/2022

  Our Finance Team has refunded your VISA debit card ending in **** for $40.54 for the two items returned to our store.  Please allow 1-2 business days for your bank to post this to your account.

  Customer response

  04/16/2022

  
  
  Better Business Bureau:
  
  Thank you, I have not yet received the refund but I’m hoping it’ll be confirmed after sending this response email. 
  
  Regards,
  
  *** *********

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an online order on November 27, 2021 and paid via PayPal. Their return policy allows online orders to be returned for refund on original payment method within 60 days of the order date. I sent back $71.94 worth of merchandise and it was delivered to them on January 21, 2022, which was 55 days after my order date. For verification my USPS tracking number on my return package is ********************** * They only refunded my PayPal for two of the seven items I sent back and put the other five items on a gift card. I contacted them to state I wanted the full refund back on my PayPal, not on a gift card since I had returned within the 60 days. They are refusing because by time they got around to processing my return it was exactly 60 days. I held up my end and returned before the 60 days. I am not at fault that they waited another 5 days to process it. They need to honor their refund policy and refund the full amount to my Paypal. I have no use for a gift card.

  Customer response

  02/01/2022

  
  
  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. 

  
  
  Hello,

  
  

  I'm writing to inform you that the complaint I made has been resolved by the company. They issued the refund.

  
  

  Thank you
  
  

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

  Business response

  02/01/2022

  This customer, Kristin Sosnak, contacted us on 01.26.2022 after the office closed for the day.  I responded the next morning, apologizing for the remaining refund of $55.75 being sent in the form of an e-GiftCard when we completed the remainder of her return.  I offered two options:  escalate a request to convert this gift card to a refund directly to her PayPal account or she could cash the e-GiftCard sent systemically for her remaining return.  I apologized for the inconvenience our our automated system when processing returns after the 60-day return policy, since it was now 61 days.  She replied that she did not have any rue21 stores close to her and they she picked the option for our Finance team to convert the e-GiftCard refund to a refund back to her PayPal account.  The next morning at 8:44am 01.28.2022 I emailed the customer to let her know that our Finance team processed her request on 01.27.2022 in the late afternoon.  I can provide this chain of communication if necessary.  The customer's refund has been applied back to her original form of payment with PayPal.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase on 12/11/2021 at or around 4pm. I immediately realized that I had already ordered this item 2 weeks prior and looked for a cancel button to no avail. I contacted customer care less than 5 minutes after transaction (had not received order confirmation yet) and requested that the order be cancelled. After back and forth for about 2-3 minutes of trying to understand the rep, I finally got that he said he could not cancel the order. He said I would have to wait for the order to process and ship, then return it for refund minus the shipping fee. I found that odd that an order that had not been processed OR shipped COULDN'T be cancelled. I asked about the shipping fee being refunded and he told me that it would not be refunded and kept reading the same sentence to me over and over about retuning the item after it ships. That makes no sense for me to pay a shipping fee for an order than can be cancelled right then and there. I asked to speak to a supervisor several times. I was never given a supervisor. Instead I was given a corporate phone number to leave a voicemail message on with my concerns and someone supposedly would get back to me. That irritated me even more because that doesn't solve the problem of being being charged for an order that clearly can be cancelled because it had not been processed or shipped yet. I hung up after telling him I was not calling any phone number to leave a message after asking for a supervisor. I proceeded to try to reach out to customer care online but they don't have a chat line, just a form that you enter your info in with your concerns. Basically, the same as leaving a voicemail. Still does not solve the issue at hand in this moment.

  Business response

  12/17/2021

  The customer contacted our team 20 minutes after submitting the order requesting to cancel the order.  Our agent was incorrect in stating they could not cancel it because our remorse period is 30 minutes post submission.  The customer then hung up on the agent.  We are not able to cancel orders outside the remorse period.  The customer can return the item purchased at any oneof our stores or follow the instructions on the packing slip to return the item via mail back to our distribution center for refund.  Please note:  the customer did not purchase this item online two weeks prior as our records indicate those attempts were not approved by Klarna.  

  Customer response

  12/17/2021

  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.
  
  

  Hello

  
  

  For some reason my browser keeps freezing in your webpage and then is slow to respond. 

  
  

  I was not done when it went through with my response to the what the company stated in their response. 

  
  

  The info that I was trying to add to my response was:

  
  

  I NEVER tried to use Klarna on this order or at any other time purchasing from Rue 21. I’m not sure what records they are looking at. This was my first time purchasing from them. Although they stated I was in 30 min remorse period the agent still did not cancel my order. I repeatedly asked this agent for correct info. I asked for a supervisor twice but instead as stated previously…he gave me a number and told me to leave a message. This is when I DID hang up on him after going back and forth for sometime trying to get the order cancelled and repeatedly being put on hold and being told he couldn’t cancel the order and then not being able to speak to a supervisor when I requested it…

  
  

  Additionally, them telling me to return the item (I don’t have it) that should NEVER have been shipped in the first place doesn’t solve the issue of me requesting a FULL refund that has the shipping fees added in. The return method they are offering only refunds the item. It doesn’t fix THEIR error per their customer service agents mistake which was cancelling the order so that I was never charged in the first place. 

  
  

  So again…I request a FULL refund of the charged amount of $29.39. 

  
  

  
  

  Business response

  12/22/2021

  This order is now showing as delivered on 12.21.2021 by FedEx.  We are not sure what happened while FedEx was in possession of this package.  We have refunded the customer in full for this order.  

• Initial Complaint

  12/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered clothing online and received a shipment notification on the 30 of November. Constantly checking for updates to the shipment progress and all there is is that the label has been created. Per company information, tripping should take no longer than 10 business days. I’ve contacted the company several times and all they say is that they will escalate the issue and someone will give me a call back within the next couple of days. I haven’t received a single email or phone call. The payment of $227.97 was process through my bank on 1 December. No refund or solution has been offered. I want the products I purchased or a refund immediately.

  Business response

  12/15/2021

  The customer reached out to us asking where her order is and when will it be delivered on12.05, 12.07, 12.10 and 12.12.  We see that our team did not handle this in the timely manner and did not escalate this to my team until 12.12.2021.  We refunded the customer on 12.13.2021 for $227.97 because "label create" means that the package is not locatable by our distribution center or by UPS.  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My account was hacked. Been trying to call someone for about 4 days now with no resolution. I have called several numbers and emails with no help. (No resolution) A package was delivered and all they keep telling me that it needs to be returned.. Returned??? How??? It's not my address. I have left three voice-mail in three days at the "corporate office" and still no return call.

  Business response

  12/08/2021

  The customer has been in contact with our call center team but has indicated that she wants to talk to someone that speaks better English.  The customer reported that her account was hacked and that the order 0000758358 was fraudulent.  As with all reports of fraudulent orders, we suggest the customer contact their bank/credit card provider immediately to report the transaction and dispute the charges.  The bank/credit card provide in turn will contact our Finance Department because they can resolve the transaction using privacy-related encrypted forms of communication that we at Customer Service do not have.  Systemically, we are unable to cancel an order after the first 30-minute Remorse Period following the order submission.  We have apologized that the customer has had to experience this countless times; we are truly sorry the customer has had this experience and we have frozen her rue21.com profile to avoid any mishaps in the future.

  Customer response

  12/08/2021

  Spoke with customer service several times and never once day I wanted to speak with someone who speaks better English. I wanted to speak with someone from the united States. The customer service reps kepted telling me to send it back (several times) to get a refund. So she either they did not understand what I am was saying or a script that they read but it was super frustrating. I got a customer service number from them, which I called several times and left messages without a return call. I should not have to jump through hoops for this information. This has been the most horrible experience I have experienced in YEARS. Perhaps instead of telling your customers, "sorry there's nothing we can do" explain to them the process. Once I got that email with sorry for you experience have a great day I called my bank and disputed the charge. No thanks to Rue 21. So yes thank you, for this horrible experience. 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. ↩