RueLaLa

Be VERY careful AND double check when you change a shipping address on a purchase.
TWICE now RueLaLa has ignored the change of address I made on the website and instead shipped my purchases to ME rather than to the address I specified.
VERY POOR QUALITY & SERVICE.

I immediately tried to notify company of needed change & of THEIR ERROR
Could not reach until the next day, listened to horrible loud music for abut 10 minute and then was told the change could not be made!

EXTREMELY POORLY RUN COMPANY
Was not even offered a credit to offset now MY EXPENSE at re-sending purchase to the CORRECT & CHOSEN address!

SHOP ELSEWHERE!

I've placed several orders on RueLaLa, ranging from hundreds of dollars down to twenty bucks. I would say they're batting about 500, maybe slightly more. I've ordered four things all the same size, and had one come as a size larger. Ordered a ring and they sent the wrong one. Ordered sunglasses and they sent used one. But I've ordered several things and had them come with no issues. Customer service is... okay. Not stellar, but also not awful. Maybe because I signed up for The Rue 365? I don't know. I would recommend not making a large purchase as your first purchase and see how the experience goes for you.

11/24/20 Update - I've received a few items listed as "new" that either are not new, or are returned items. Two of them have been sunglasses (Tom Ford and Prada) that have smudges and/or oil (from someone's face) on the lenses. If you've ever bought a pair of sunglasses you know that they should be pristine. I E-Mailed them about it and have yet to get a response. I'm downgrading my rating from 3 stars to 2.

Buyer beware if you are going to purchase a travel package from Ruelala. I recently purchased one and was given a certificate # and told to call the resort directly to make my reservation. I was not able to get the resort to accommodate us for the dates that the certificate was good for. I called into the customer service line and asked for a refund. They guy who helped me was very nice but said he needed to get back to me with options on how to handle it. I bought 3 of these certificates for myself and 3 friends at $750 each. They told me they would only refund me 1 and that I needed to come up with alternate dates! It has been a battle back and forth with Ruelala and their "experience team" (which is their form of expedited customer service). We get a different story every day from we'll see if we can refund you, to lets try and come up with alternate dates but that we will have to pay an additional fee, to sorry, only 1 refund. It has been extremely frustrating experience. Their customer service, or experience team is a joke! They have no idea what customer service is. Go shop at Hautelook instead!

I've shopped with RueLaLa for years and purchased many high end items at great prices. In January, I received St John (a very high end brand) dress pants I ordered... retail price $525, my purchase price with tax from Rue La La was $172. I did not wear the pants until last week (60 days past purchase date). My husband had knee replacement surgery in January, so for several weeks we weren't going anywhere that I would wear dress slacks. But finally, last week I attended an event and wore the pants which I initially thought felt and fit beautifully. But thank God I had on a tunic length blouse over the pants as they literally split down multiple seams while I was out, despite the very comfortable fit I am used to in St John products. Upon further examination, the fabric is pulling apart not just at the seams, but all over... like something is wrong with the weave. Also the waistband is not sewn in properly. I suspect these are NOT authentic St John pants as this is not the high quality I would expect of that brand. RueLaLa customer service will not even address the issue of fake and defective merchandise, which I believe these are. They simply kept saying no refund because I am past their 30 day return period. Horrible customer service and this experience will likely have me deleting their app and not making any further purchases. I am not a person who writes bad reviews, but this one is very necessary. SHAME ON YOU RUE LA LA! Consumers beware!

I have been a Rue La La customer for a while now and never had a problem until today. I've wanted a Foley & Corrina bag for a long time now and Rue had one in a gorgeous nude color for a great price. I received it today and was utterly disgusted. It looks like 2 different bags stitched together. There are scratches, one side has smooth leather while the other side has pebbled, and it was obviously redyed because of imperfections as there are splotches of a lighter color all over it. For a retail price of $395 I was not happy. I called and the woman was very nice and told me I could return even though it said final sale, but an obviously damaged bag shouldn't have been sold in the first place. I got a fuschia one from Gilt as well and my decision of which one to keep got a lot easier when that showed up at my door. Not impressed at all and I probably won't shop again after that experience.

This company has HORRIBLE customer service. I wrote to them two weeks ago to inform them the Cole Haan shoes I bought had a problem and were clearly defective. I asked if I could send them back or should I have them repaired. At first they suggested I have them repaired locally and they offered $20 towards the repair. I was quite honestly stunned! I guess I am used to Zappos who would have immediately shipped out a new pair and asked me to return the defective pair when I could. I questioned them and they then said they needed to "investigate" further (?). Subsequently I received a follow up, email approximately 4 days later requesting I send pictures of the defect. I did so immediately. I received a follow up email from someone in Customer Service explaining the person who had requested the pictures was away but they would be sure to get the pictures to him. It is now 4 days later again. Still no follow up. I've asked for the contact info of the person in charge of Customer Service. I do not anticipate anyone in his company doing the right thing but I do want to let them know I will do all I can to ensure people know how poorly they treat their customers. This is whi love Zappos. Their responsiveness to customers is unparalleled and doing business with a company like Rue LaLa reminds me of how good Zappos is, and how bad these others can be.

I have been a relatively happy Rue customer for some time now, but I will not shop there again. Two issued over the past week: First, I bought a $200 Judith Ripka ring in late August. The THIRD time I wore it I noticed a stone had fallen out. Rue's initial responses were "sorry, 30 day return policy." Given that the item is defective, I assumed they would do something. Back and forth all week and they want to offer me a nominal amount of $ to get it fixed. My guess is all the other stones will fall out eventually too, so I just want to return it. Happily I used Amex and am working with them on insurance/refund coverage. Second issue - and I have seen this on several comment sites - I am trying to return 2 items from the same shipment, and there is only the option to return 1 online. I have said that clearly in emails, and get the standard reply each time on where you can find return options on their site. STILL fighting that one after 5 days of back and forth. They used to be good - now they are horrible. There are better sites out there that I will continue to use, but I am done with Rue.

I have ordered an item 6 times they have charged my card 6 times I even spoke on the phone to make sure if I ordered it again it would not happen and surprise it happened AGAIN never resolved the issue blamed me and my card 3 out of the 6 times and it is still not resolved worst online shopping experience I have ever had

I have, in the past, purchased a random dress or other item from Ruelala. However, this month I purchased a SkinCeuticals Phloretin CF Serum only to realize when I received it that it is not expired, but FAKE, COUNTERFEIT! I've been using the product for many years and this one looks bad, smells bad and is not the real thing. I checked SkinCeuticals website and they only sell to about 6 online retailers and Ruelala isn't one of them. Don't buy skin care products from this site. Your FACE is not worth the risk!

If I could give a negative star I would. I bought a hair dryer from trendy at wendy, the dryer was originally about 250 and was brought down to $30 I purchased earlier January and RU LALA has been taken $30 out of my account every week since then and I still dont have the product. I've talked to 3 different costomer service reps and a supervisor and as of today they are still taking money out of my account. Take it from me. DO NOT ORDER FROM THEM

ZERO STARS! Wish I had seen this before placing an order with these crooks. Returned an order the following day after receiving it, 4-2-2021. Weeks went by and no refund. Customer service was HORRENDOUS, kept on telling me they hadn't received the return. Finally filed a PayPal claim. 3 weeks later they tell me the return was received 4-14-2021. They refuse to release the credit- stating I have to since I filed a claim. Nope. Not how that works- THEY need to acknowledged goods received to PayPal in order for credit to process. Over a month later I still have not received my almost $1500 refund for a return received WEEKS ago.

TODAY THEY CHARGED MY PAYPAL CREDIT ACCOUNT for $97.68. I have not ordered ANYTHING further from them and never will. TOTAL FRAUDS.

THESE PEOPLE ARE SCAMMERS and I'm out $1542. 27. I will not rest until these guys are out of business and can no longer rip off unsuspecting customers.

Stuart weitzman lowland boots it was color transferred O order black boots but it comes yellow discoloration I old used box and I ask costumer service she said oh sorry to hear that send it back that all my time shipping cost and she can't help me just I have to and back if I want money back

I bought a necklace for ruelala. And I just found out that the was a gold only it wasn't a diamond! I called and the site did nothing. And the FOREVER CREATiONS still sells the necklace in the website Ruelala.

Ordered two items more than a month ago that still have not shipped. Reached out to their customer service and was told that they were having issues with a new system. They had evidence of my order, but couldn't tell me anything about when they'd be shipping it. When told I wanted to cancel the order, they told me it was too late... and that I'd have to wait for it to arrive and then request a refund. The bottom line is that I paid for these items the first week of April, and it's mid May now and nada, and according to them, I can't get my money back.

The rep told me to 'make up' for this, he was going to extend my free shipping another month. As if I'm going to order something else from them if they can't either give me the item or the money back...

You know what the definition of a good shopping experience is? It *isn't* one where you have to waste a bunch of time trying to get a company to make things right. It especially isn't when you waste that time and still have nothing to show for it.

Not sure how so many people have had such negative experiences with this company. I've been shopping with Rue La La regularly for about 3 years, averaging about once a week. I've placed several hundred orders spent thousands of dollars here and have never had a true problem a single time. In the off chance that a return is needed, the process is simple, quick. I've opted to receive both store credit and credit account return. Always prompt service. Final Sale items have always been clearly marked. One time I did have an issue with a Final Sale item - the sizing chart displayed on the site did not match the sizing of the actual item. Even though it was a "Final Sale", they quickly offered to accept my return. Another time I purchased a pair of boots that I didn't absolutely love when I received. I had forgotten it was a Final Sale and contacted support to see why I wasn't able to select for return from my online account. The rep explained it was Final Sale, but even this time, they quickly offered to accept my return, even though it was my mistake. I love this company and hope they continue providing the same quality and excellent service that got me hooked to begin with!