About

Important information

• Additional Info:

  More information, including Brands Sold, Products Sold, Month in Operation, Provides Delivery, Pet Friendly and more.
• Customer Complaint:

  BBB with the use of artificial intelligence, analyzed the complaints on 9/11/24
  
  BBB shared the findings and recommendations with Rue La La,Inc.
  
  The findings appeared to show:
  
  Refunds and Exchanges: High frequency of issues with returning items and obtaining refunds.
  
  Delivery Concerns: Problems with shipping times, lost packages, and incorrect deliveries.
  
  Service Quality: General dissatisfaction with the service quality provided by the company.
  
  Product Quality: Complaints about receiving defective or low-quality products.
  
  Rue La La, Inc. on 1/23/25 responded to BBB with:
  
  We understand that it can be frustrating for our Members wanting to return items and feeling like they are not getting their service expectations met, but it is always our intention to make this process as easy for Members as possible and to get them resolution.  However, we are a flash sale/off price company where our inventory is constantly being turned over and we buy in limited quantities.  This does not allow for exchanges very easily as the items are usually not available in alternate sizes or colors but does allow us to offer amazing deals on high end fashion and home goods.  It also means that we need to put returned items back into inventory quickly to allow other Members access to these high demand/low quantity items.  As a result, in early 2024 we reduced our return window from 30 days to 21 days to quickly put these items back in stock.  We did grandfather in any purchases prior to that change and allowed for extended returns for customers for about 60+ days after that policy change and still do offer exceptions based on individual circumstances. Our returns policy is clearly outlined on our site in our “Help” section under “Our Return Policy.” This section outlines our return window for returnable items, 21 days from the shipment date. This section also outlines the refund options for returnable items, if they choose Merchandise credit they can return the item without a return shipping fee (this is similar to the policy of many other online retailers), or to original form of payment with a deduction of our $11.99 return shipping fee. Also outlined are the refund timelines, which is 3-5 business days for merchandise credit and 10 business days for original form of payment (this is dependent on the customer’s banking institution as we issue credits at the time we receive the item back). This help article also explains that items marked as “Final Sale” are not eligible for returns and explains that this information can be located in the product description on the site, as well as on the packing slip. Though Final Sale items and items outside of our return window are considered non-returnable, we do provide our members with exceptions based on the individual circumstances but generally offer each Member a onetime exception no questions asked as long as the item is in original condition and in original packaging. Though not ideal, at times we have to deny both late returns and final sale returns due to multiple requests/abusive behavior on the part of the customer.