RueLaLa

I have been shopping here for years but during the last year, their false advertising on their products and mailing me something completely different from what I ordered has caused me to finally stop shopping with them. Twice, I bought sunglasses that were falsely advertised on the site. Once, they sent me a different color and more recently, I ordered a pair of Polarized Ray-Bans (and paid the extra price premium for them to be polarized) only to have them send me non-polarized sunglasses which looked like they had been used. This is a BIG deal and when I called them out on it there was no apology from the customer service rep. It seems like they're used to these types of calls. Another time, they sent me a random skirt instead of the $200 jacket I ordered and refused to refund my money until I sent them back the skirt (which looked to be worth about $20). Horrible experience. Rue La La, you have lost a customer that has spent upwards of $10,000 with you throughout the years and would have spent many more thousands but for your poor customer service and false advertising. I will stick with Gilt from now on.

They have pretty much what Gilt and Hautelook offers however, the return policy is horrible and shipping fee is $10 while others have the option for $7 as one time shipping fee. I try to purchase something that was sold out supposedly, they had the option to secure the hold and the next time it becomes available they can ship it to me. It was 7 months later that I received an email stating it's on the way, I contact their customer service to cancel this as I no longer wanted this item, also it was the old address which I moved away to new home and they didn't bother calling the shipping company to re route package back, they informed me that it's too late while the package only had label created and haven't been shipped as of yet. What a scam! It turned out that they just wanted to sell it off and be done with not caring about the customer's feeling or if customer is satisfied or not. Don't waste your time with this company, go to a reputable company like hautelook couture which was recently acquired by Nordstrom rack and Gilt which was also recently acquired by saks off 5th where you can just go return it if you don't like the item purchased at any of their location nearby. These 3 companies all started the same time but the other 2 were acquired while this one isn't, that's a red flag.

Ordered product 12/3 was told I would have no later than 12/16 which is quite a long time, but now I'm being told they are not sure if I'll get it at all! How do you sell something you do not have?

Shipping is very slow, and customer service is non-existent. They just copy and paste a generic answer to whatever question you ask. I ordered an item, shipping was described as 'within 3-5 days', and 3 weeks later, still no shipping notice.

When I tried to cancel the order, they said it was too late. Only after I threatened to cancel my account, were they able to find my order and cancel it for me. They acted like they were doing me a big favor by saying, "Our warehouse worked hard to track down your order and were able to cancel it before it left the shipping department."

Two weeks later I received an email saying the item was no longer available. So, they lied about tracking it down at the last minute and cancelling it. It was not even available at that time. I still wonder why they sold me an item, then waited for 5 weeks to tell me it was not available.

They acted like it was my ignorance that caused the issue. Customer service reps consistently told me, "It says on the item page how long shipping takes." I replied by telling them it said 3-5 days, which was 3 weeks ago, and they responded with the same answer.

You can find good prices here, but same prices can be found on other sites. Chances are, the other sites will have better customer service and faster/cheaper shipping.

When you buy an item, you pay shipping of $9.95, and then receive free shipping for 30 days. However, shipping is inflated, as most items do not cost that much to ship.

I have received some good items, but the bad experiences outweigh the good.

I ordered a JPK lovesac tote bag, when it arrived it was damaged and had trash inside of it! The handle was broken and inside there were used bobby pins and gum/candy wrappers! They have refunded my money and shipping, but I'm hesistant to order from them again if I'm to expect used items, YUCK

When customer service is unable to give an answer to question, they simply hang up! They sent me wrong products which I returned. I have been trying for over a month to get my money back!

We purchase a lot of clothing from RueLaLa. But, we had a horrible experience buying neckless. We purchased 4 gold neckless for over $10K. We were very careful on refunding 2 since the size was not what we wanted. We called RueLala after a month because we did not get any of the refunds for the 2 that we sent back. They sent the case to another of their division. They follow up with a call back saying that the neckless went to the vendor and they have received. However, we should wait a bit longer to receive the refund. After 6 months and numerous call they ended the case by saying that they never received the boxes. At the end they claimed that we never sent it back. What a ripoff... if they misplaced or one of their employee stole the neckless, they should take responsibility. We lost over $5K.

Wish I could do NEGATIVE stars.
Did you know... that if you place an order, and then immediately... like within MINUTES, immediatly cancel... they will tell you they can't cancel it and you have to wait for it to arrive before you can return it... BUT WAIT... even tho you just placed the order minutes ago, you have to WAIT for it to ship to you and then you ship it back and then you are CHARGED for the return shipping on a product you tried to cancel MINUTES after placing?!?!?! WTF people. Oh... and yeah, you don't have to pay the return shipping if you accept merchandise credit.
So DO NOT buy anything... do NOT checkout unless you are *******% sure, because if a milla-second passes after you submit your order, and you change your mind... you are screwed out of that money cause you can either get it back through merch. Credit or pay $9.99 for them to SHIP you something you didn't want and you to SHIP it back to them. HOW... HOW does that make any sense.

Currently on hold 37 minutes while online chatting with customer service to dispute 2 charges UNAUTHORIZED by me to my debit card. NO I WILL NOT GIVE YOU MY DEBIT CARD# is what I had 2 insist! They have NO purchase history from me... THIS REVIEW IS TO SAY WATCH OUT FOR UNAUTHORIZED RUE LA LA PURCHASES!

Please do not I repeat do not purchase anything from this scam of a company. I purchased a $ 200 dress that was on sale. I looked like a flipping clown in it. What crap! When i called four times to return it I got the run around and was told on four separate occasions that I would receive a label to return the dress. Never happened. The same person by the name of Christen answered the phone twice. Safe to assume the company is small. TOTAL SCAM OF A COMPANY. I WILL BE CONTACTING BBB. They should never be in business.

I make an order and arrive very quickly actually i call and then help me wt my wrong address before delivery great customer service

Don't order - crappy workmanship & return policy is horrendous! Make sure to read every detail as you cannot return items, or pay more outrageous shipping. Never agian

Rue LaLa was fine until they switched to the kind of automated shipping that Amazon uses. For many people with different physical and postal addresses, this is a disaster, because USPS doesn't recognize the physical address and UPS and Fedex obviously don't deliver to a P. O. Box. Since Rue LaLa uses both, I was always trying to second guess them, depending on the size of the order, but then they began breaking up shipments. After months of receiving fewer than 50% of my orders, innumerable phone calls, emails, etc. I gave up. The people in customer service want to help but their hands are tied, because this is the "policy" and can't be overridden. Re the merchandise, if you shop within the first 10-15 minutes of opening, there can be some very good buys, otherwise most of the good stuff is gone. I also dislike their fairly new "waitlist", where you can choose to receive an item (automatically billed to you) that's not available if they get it back in stock; so months later you may receive something you no longer want/need.

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!

Sold a bag in very poor condition whilst it was marketed as brand new and was on final sale with the condition that it could not be returned. Very disappointing and deceitful behaviour.

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 PURCHASED 2 watches, earrings, and other items. I spent around $300. The watch I wore, turned colors in a very short time. Don't really wanna explain everything but I think this RU LA LA CRAP IS BOGUS, ILL NEVER GIVE THEM ANOTHER PENNY AND U SHOULD DO THE SAME. I still have the other piece of S__ T WATCH, IN THE BOX, NEVER BEEN WORN, THAT I WISH THEY WOULD REFUND ME.

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