Rue La La shopping experience?
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update: It is now August 9th and I ordered on August 1st morning. Still it has not been shipped. I called the customer service and they couldn't offer any help. They said they would contact the warehouse to find out what is going on and never got back to me. This is probably the worst online shopping experience in a while for me. All other sites I regular ship promptly. Highly doubt if I would give them my business again 
Call me impatient... the items I ordered from them are also available in other stores. Rue La La's pricing is definitely better with no tax. However, if they can't deliver them after such a long wait, I will probably lose out on the opportunity to buy them from other places too.
Call me impatient... the items I ordered from them are also available in other stores. Rue La La's pricing is definitely better with no tax. However, if they can't deliver them after such a long wait, I will probably lose out on the opportunity to buy them from other places too.
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i don't think so, but it says my estimated date of arrival is august 22 so i know it'll be a while if that's accurate so i'm not too worried about it. i didn't pay for 2 day shipping or anything like that. just ground. i'm guessing it's coming from their supplier.
I, too, have had problems with Ruelala's shipping. The first time I purchased an item from Ruelala, I waited and waited for the item to arrive. I had to check on the shipping and learned that they didn't ship out my item until three weeks after I purchased the item online. I don't understand why they wait so long to ship out merchandise and it has made me think twice before buying from them again
I, too, have had problems with Ruelala's shipping. The first time I purchased an item from Ruelala, I waited and waited for the item to arrive. I had to check on the shipping and learned that they didn't ship out my item until three weeks after I purchased the item online. I don't understand why they wait so long to ship out merchandise and it has made me think twice before buying from them again
Exactly. I don't think they are selling things they don't have. But if they do have them, why does it take weeks for them to ship? It is a small boutique with only a small amount of inventory. What is even more puzzling is that others seem to be doing fine and received things in no time. If they really want happy customers they need to improve their consistency in providing the services.
I ordered from Rue La La and had an awful experience because of DHL. It took 10 days for the package to arrive and when the delivery was attempted no one was home. DHL left a note they would redeliver on Monday between 8 and 10. On Monday no delivery. I called DHL and they said they would deliver on Tuesday, again no delivery. On Wednesday that said deliveries were behind and they would definitely deliver the package that day after 5:00. Again no package. On Thursday I called DHL and told them to shove the package you no where. I also contact Rue La La and they said they were aware of the problems with DHL and in September they were going to start using UPS.
DHL had the nerve to show up a week later and attempt to deliver the package. I refused it and Rue La La credited by account. I was so pissed off at DHL I didn't even want the items I ordered anymore
DHL had the nerve to show up a week later and attempt to deliver the package. I refused it and Rue La La credited by account. I was so pissed off at DHL I didn't even want the items I ordered anymore
So the reviews about Rue La La are really mixed. One thing I noticed though is that they are at least quick at issuing credit should any problems arise.
I ordered from them 3 times and got excellent service. They shipped within 2 business days after the date I places my orders. My first order came in time but the package was beaten. Lucky me, my dress is intact. I contacted them and they refunded the shipping cost for me. The next 2 orders I shipped 2 days express since I was moving out of time. The packages came right on time with no problems at all. I think you can always call them should any problems arise. They have great customer service.
I ordered on the Hanky Panky sale and while that had technical complications (I think I entered my order 3 times and it said it didn't go through), it ended up just fine (just as I ordered, on time, no duplicates etc. -- just a website oddity). I would definitely recommend them.
I recently became a member of Rue La La and I was very excited when I first got the email saying that I would be able to join. I frequently shop at Gilt.com and couldn't wait to see what they had to offer. My excitement has faded and turned into regret after placing an order with them. It's been a true customer service nightmare.
I placed the order on Rue La La on 5/8 for two watches that I wanted to give my twin sisters for their birthday. After waiting about 4 days and not seeing any progress on my order, I decided to cancel it because the watches weren't going to be here on time. I emailed customer service and asked them to cancel my order. I was told that they would try to cancel it but couldn't assure me they would be able to. I was told I would be contacted within 24 hours with an update.
After waiting over 24 hours I sent another email regarding the cancelation and this time I was told that I would be contacted within 3-5 business days instead.
On 5/14, I received an email stating that my order was en route, but as I went to the UPS website to track the package a couple of days later, I realized that the sender had intercepted the package and requested it to be returned to them.
I waited a few days and saw on the UPS website a confirmation that the watches had been returned to the sender so I decided to contact them to make sure that they would be issuing a refund to my charge card. I was told by one of their representatives that the package appeared to be in their returns department as of 5/20 and that it took them 7-10 business days to process the refund to my charge card. In that email I was also told that I would receive a confirmation message once the refund was applied to my account.
On 5/22, I got an email regarding a credit applied to my card in the amount of $399.00. My order total was 807.95, which included two identical watches priced at $399.00 plus shipping. I contacted one of their concierges on 5/25 to ask why the credit was only for one of the watches and not both of them. On 5/26 I got an email saying that even though I 'refused' the package there was a processing time of 7-10 days for each item. After reading this, I thought the person who replied to hadn't even taken the time to read my email carefully because in my message I explained that the package was intercepted and that the sender asked for it to be returned, and it never made it to my door. I was also told that my case had been forwarded to the returns department for further research, and they would contact me within 3-5 business days.
I then decided to call and talked to a supervisor. He was very polite but like every other time I speak with someone at Rue La La, he said that it was somebody else's responsibility and not his or his department. He said that this was now in the hands of the vendor. He also gave me the number from someone in the corporate office. I left her a message a few days ago and have yet to receive a call or email from her.
I told the supervisor that I didn't understand why if I ordered two identical watches at the same time, and they were shipped in the same package, they only processed the return and refund for one of them. His answer was pretty much that he didn’t know why because that wasn’t their area of responsibility.
Like I said earlier, I regret ever placing an order with them. Every time I speak with someone at Rue La La they say that it's someone else's responsibility. It seems that I have been dealing with 5 different companies rather than with one: the warehouse, the returns department, the vendor, the corporate office. There is no accountability. Their employees don't understand that they are all one company working as a whole with the same goal of making your customers happy. I didn't hear anything like "I'll take ownership of this issue and make sure that it is resolved" or "I will follow up with the returns departments and I will call you back within a specific timeframe to give you an update". I didn't even get an apology! All I got was "It's not up to us", "We've already contacted them and it's all we can do."
I have learned my lesson and will not shop with them again. I hope that others learn from my mistake as well.
I still haven’t received my refund or even an email with an update. At this point I have no confidence that they will take care of the issue properly or even contact me within the specified timeframes. I think I may have to dispute the charge with my card company.
Please be warned and think twice before you place an order on their website!
I placed the order on Rue La La on 5/8 for two watches that I wanted to give my twin sisters for their birthday. After waiting about 4 days and not seeing any progress on my order, I decided to cancel it because the watches weren't going to be here on time. I emailed customer service and asked them to cancel my order. I was told that they would try to cancel it but couldn't assure me they would be able to. I was told I would be contacted within 24 hours with an update.
After waiting over 24 hours I sent another email regarding the cancelation and this time I was told that I would be contacted within 3-5 business days instead.
On 5/14, I received an email stating that my order was en route, but as I went to the UPS website to track the package a couple of days later, I realized that the sender had intercepted the package and requested it to be returned to them.
I waited a few days and saw on the UPS website a confirmation that the watches had been returned to the sender so I decided to contact them to make sure that they would be issuing a refund to my charge card. I was told by one of their representatives that the package appeared to be in their returns department as of 5/20 and that it took them 7-10 business days to process the refund to my charge card. In that email I was also told that I would receive a confirmation message once the refund was applied to my account.
On 5/22, I got an email regarding a credit applied to my card in the amount of $399.00. My order total was 807.95, which included two identical watches priced at $399.00 plus shipping. I contacted one of their concierges on 5/25 to ask why the credit was only for one of the watches and not both of them. On 5/26 I got an email saying that even though I 'refused' the package there was a processing time of 7-10 days for each item. After reading this, I thought the person who replied to hadn't even taken the time to read my email carefully because in my message I explained that the package was intercepted and that the sender asked for it to be returned, and it never made it to my door. I was also told that my case had been forwarded to the returns department for further research, and they would contact me within 3-5 business days.
I then decided to call and talked to a supervisor. He was very polite but like every other time I speak with someone at Rue La La, he said that it was somebody else's responsibility and not his or his department. He said that this was now in the hands of the vendor. He also gave me the number from someone in the corporate office. I left her a message a few days ago and have yet to receive a call or email from her.
I told the supervisor that I didn't understand why if I ordered two identical watches at the same time, and they were shipped in the same package, they only processed the return and refund for one of them. His answer was pretty much that he didn’t know why because that wasn’t their area of responsibility.
Like I said earlier, I regret ever placing an order with them. Every time I speak with someone at Rue La La they say that it's someone else's responsibility. It seems that I have been dealing with 5 different companies rather than with one: the warehouse, the returns department, the vendor, the corporate office. There is no accountability. Their employees don't understand that they are all one company working as a whole with the same goal of making your customers happy. I didn't hear anything like "I'll take ownership of this issue and make sure that it is resolved" or "I will follow up with the returns departments and I will call you back within a specific timeframe to give you an update". I didn't even get an apology! All I got was "It's not up to us", "We've already contacted them and it's all we can do."
I have learned my lesson and will not shop with them again. I hope that others learn from my mistake as well.
I still haven’t received my refund or even an email with an update. At this point I have no confidence that they will take care of the issue properly or even contact me within the specified timeframes. I think I may have to dispute the charge with my card company.
Please be warned and think twice before you place an order on their website!
Please dispute it with your charge card company. It seems like it is the only way that is going to be resolved. I have also read somewhere else about someone buying two pairs of jeans (now as I am typing this I can't be 100% sure it was Rue La La) but any case her jeans did not fit and she returned them and only got refunded for one pair and then her nightmare began. Her advise was to always purchase items separtly, if I was in her case I would say that also, but most of us are really try to save $ even on the shipping. Good luck to you 
^^^^OMG, that's horrible!! I couldn't imagine how upset you can be. i'd probably be researching voodoo at this point. I have only ordered one thing from them which I returned, through no fault of their own, I just didn't like it. But it was annoying since I paid $9.95 for shipping for a pair of sunglasses, then $4.95 for the return. But I do have to admit that the whole process was completely smooth. I do hope that it is works out for you. But you can't be polite about it, you have to harass them. It's asinine that as a customer, but it seems how they're responding to you that that's how you have to be. But based on your story I have no intentions on being a customer of theirs.