ComplaintsforStyle Lend

• Initial Complaint

  06/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received an email from George (StyleLend) regarding a request to rent one of my listed shoes. The request did not come through the app but I obliged. George sent me a shipping label to use that had my old address on it so I asked that he use the address in the app (I recently updated the app). He asked that I send it to him by email instead and he issued a new mailing label to both me and the renter. I mailed the shoes on time but due to **** issues, the shoes did not arrive to the lender on time. George approved the lender to keep the shoes without informing me until I inquired about the late return. After complaining about the service, my lending privileges' were disabled. I never received the shoes back from the renter and when I inquired, George sent me shipping receipt that shows the renter returned the shoes to the old address I specifically asked them not to send it to. A month later, I still don't have my shoes and they want me to go look for my shoes myself.

  Business response

  06/13/2021

  It is very sad to see our hard work, effort and dedication be commented in this way. 

  StyleLend is a sustainable fashion rental platform that wants to create a culture of giving women the privilege to wear designer items at a fraction of the cost.

  **** will not allow us to open a case since we are Neither the renter Nor the Lender. We asked ********* to open a case with **** to investigate where the shoes were delivered.  She refused to collaborate so we have asked the renter.  
  
  StyleLend did everything within its power to help and assist in the best way possible, and is continuing to provide assistance to both lender and renter to resolve the issue in the favor of the lender.  We are extremely disappointed the lender has written to BBB instead of cooperating with us and the renter of the shoes to solve the matter swiftly.

   

  Please see below the file "The history of the shoes". 

  Customer response

  07/21/2021

  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 and the matter has been resolved.

   

  I will like to update this to satisficed as the company has offered to pay me for my shoes.

  
  
  Sincerely,
  
  ********* ********  
  
  
   
  

  
  

• Initial Complaint

  05/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I never signed up for StyleLend's subscription service or used their service so when I noticed a series of recurring charges from them on my credit card I checked my emails and could not find anything from them. So I then reached out to StyleLend to request any sort of confirmation email or invoice or anything showing that I signed up for their service--they could not provide me anything. On this basis I requested a refund but they refused.

  Business response

  05/30/2021

  Dear Customer 

   

  We are very sorry to see that you have contacted BBB when we were very kind to you and immediately responded to your email on 1/12/2021.  We sent you the attached email on the same day with the proof of you signing up to our service.  Upon receiving your email on 1/12/2021 we cancelled the subscription on the same day and refunded you the last month's charge. 

  We feel that we have been very fair and are extremely disappointed that you blame us for something that you signed up.  Attached is your unique IP address when you signed up. Furthermore you will see a screenshot of our admin page where we can see that you signed in 14 times with 5/27/2021 as your last sign in, (3 days ago).  In this day and age everything is time stamped and recorded in the database so it is not difficult to uncover the truth. 

  Wishing you well. 

  Best,

  Style Lend

  Customer response

  06/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Thank you for your response.  While I appreciate that you have been responsive when contacted, these documents provide no proof that I agreed to a monthly subscription charge on your website.  Yes, I see you somehow have my credit card number—why is there no name, billing address, phone number to corroborate this? (see file uploaded by business entitled  “Credit Card Info (Proof of Sign Up)”)  Where is the agreement that I willingly signed up for a monthly subscription charge?  Why was I not once provided with a notice that I would be charged or a receipt of the charges that you applied to my credit card?  Why was the first email communication from you sent on 1/12/21 only after I contacted you to dispute these monthly charges that I had not previously noticed on my credit card? 
  
  After scouring your website, I cannot even find mention of a paid subscription plan so I do not even know if this exists—surely if this was a service you offered it would be clearly stated on your website (what the plan offers, how much it costs, etc.). There is nothing.
  
  Some web cache that says “Subscribed to Basic Style House Plan” does not constitute proof of consent to be charged for anything.  If you can provide actual proof that I consented to be charged monthly and that I was made aware of these charges, I will happily lay this to rest.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *******
  
  
  
  
   
  

  Business response

  06/21/2021

  Dear *********,
  
  
  
  We take your concern very seriously as we have been in business for 7 years and have served thousands of customers. 
  
  
  We are truly very confused about what else to do as we have already canceled your subscription and refunded the last charge.
  
  To answer your question, the screenshot with proof of you signing up shows no name and billing address because the moment we hit cancel subscription, it removes any personal data so that no one can re-subscribe you again. Period. This is for your protection.  We do not hold any credit card information. Everything is done through **********, which is the biggest payment company in the world.  
  
  Regarding your monthly payment or other notifications, this information can only be provided through your bank and your credit card statements. This is similar to any other subscription service like gym memberships etc. 
  
  We started to offer the subscription plan in October 2019, where it provided certain perks for signing up, like free shipping on rentals.  We no longer offer this service. Therefore, you are not able to see the details on the newest version of our site.  
  
  Once again, after you contacted us and expressed your wish to no longer be a StyleLend subscriber, we immediately canceled your subscription and refunded you the last payment.
  
  The screenshot below shows that you willingly created an account with StyleLend. 
  
  
  If you believe that your card was stolen and someone signed up on your behalf, the best route to resolve this is with your credit card company directly.  As we do not have any credit card data. That all resides with ********** 
  
  
  Please advise if there is anything else we can do besides what we have done so far, which is to have canceled your subscription and refunded the last payment. 
  
  
  We are very thankful that you gave us a try and to go one step further; We are happy to provide a $20 credit whenever you are in the market to rent a designer bag, shoes, or dress for an upcoming event. 

*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. ↩