Rue La La
reviews and complaints

Ruelala is one of the OG flash sale sites that I used to order from all the time (Gilt was my first, but that's a story for another day). I remember getting a VIP card with my "own" personal concierge and feeling like a fancy pants. I used to order from them like crazy, but then I started to notice that their prices weren't as great as they used to be. And then I noticed that some of their "pre-owned" items, like Vintage Gucci and Hermes, were actually knockoffs that I was very familiar with from Chinatown here in NYC. I mean, come on now. I did contact them when they offered a VERY fake Hermes silver plated cigarette holder/case with a lighter built in. How do I know it was fake? I used to see them all over Chinatown with every designer name etched in... just pick the name you wanted to carry. When I informed them that it was a fake they refused to acknowledge it. I was just trying to be a good shopping samaritan, but I guess the profits won out because Linda's Closet still provides most of their handbags and accessories for their "vintage" sales.

But, I still love Ruelala for finding those things that would be a pain to find elsewhere, like home goods. Don't get me wrong, I love going to the actual Home Goods (owned by Marshall's) for a great houseware bargain, but Ruelala is a great alternative for me when I want to pick out gifts, cookware, knick knacks, etc that don't need to be authenticated. Plus, it's just fun to browse and see what kind of deals they have going on. And let's be real, who doesn't love a good deal?

I gotta say, I had a pretty bad experience with RueLaLa. Their customer service is just terrible. I mean, I reached out to them a couple of weeks ago because I had a problem with the Cole Haan shoes I bought from them. The shoes were clearly defective and I just wanted to know if I could send them back or if I should have them repaired. But you know what they told me? They suggested that I have them repaired locally and they only offered me $20 towards the repair. Can you believe that? I was so shocked! I'm used to Zappos, who would have just shipped out a new pair and asked me to return the defective ones when I could.

So I questioned them about it and they said they needed to "investigate" further. I don't even know what that means. Then, about 4 days later, I got a follow-up email from them asking me to send pictures of the defect. I did that right away, but then I didn't hear anything back from them for another 4 days. Finally, I got an email from someone in customer service saying that the person who had requested the pictures was away, but they would make sure to get the pictures to him. It's been another 4 days since then and I still haven't heard anything back from them.

I even asked for the contact info of the person in charge of customer service, but I don't really expect anyone in that company to do the right thing. I just want to let them know that I'm going to do everything I can to make sure people know how poorly they treat their customers. That's why I love Zappos so much. Their responsiveness to customers is just unmatched. Doing business with a company like RueLaLa just reminds me of how good Zappos is and how bad these other companies can be.

So, I woke up this morning and saw an email from FedEx that I was getting a package from Rue LaLa. I was like, "What the heck? I didn't order anything from them on Dec 31, 2019." I was so confused and worried that someone had stolen my credit card information. So, I immediately removed my credit card information from Rue LaLa and contacted my credit card company to report a fraudulent purchase.

Then, I decided to contact Rue LaLa to see what was going on. I received an email from them saying that I had placed the order myself. But, I knew that I didn't order anything from them. They told me that I had viewed the item at some point and wanted it, but it was out of stock. Then, apparently, the item came back in stock, and they charged my credit card without notifying me. The item was a dress that cost $250.69, which is way too expensive for me. Plus, it was a brand that I don't even buy.

I was so disappointed and frustrated with Rue LaLa. I usually only order from them if it's from Trendy by Wendy. But, now I don't even want to shop there anymore. It's not cool that they charged my credit card without my permission and didn't even notify me that the item was back in stock. I feel like they didn't meet their forecast sale for FY 2019, so they had to charge me for something I didn't even want.

If you have your credit card information in Rue LaLa, I suggest you remove it immediately. It's not safe to keep it there. Also, be careful when you view items that are out of stock. If the item comes back in stock, Rue LaLa might charge your credit card without notifying you. It's not a good way to do business, and I won't be shopping there again. Not even for Trendy by Wendy.

I've had some experience with RueLaLa and I have to say, it's been a bit of a mixed bag. I recently ordered a couple of toys for my niece's upcoming birthday, which is on April 3rd. The items were supposed to be shipped before March 27th, but I didn't see any updates until that day. I was relieved to see that it looked like the items were finally going to be shipped out, but then on March 29th, I saw that there was still no change in the status.

I decided to reach out to Rue's concierge service to see what was going on. They refunded my shipping and said they would get back to me with an update from the company. However, on Monday, March 31st, I still hadn't received any updates. When I called again, the concierge told me that they had given me my shipping back and that they would provide an update within 5-7 days. I was never told that initially, and I was frustrated that they weren't following up with the company as I had expected.

After going back and forth with the same answers, I was put on hold. When the rep came back on, they suddenly had an answer: the company would be shipping the next day, and the products should be received by April 11th. That's well past my niece's birthday, and I was disappointed that they showed no concern for the lack of commitment or service. They told me that there was nothing they could do, and they couldn't expedite shipping due to the late delivery.

Overall, I would suggest sticking with Amazon if you want a product quickly and with better customer service. If I had ordered from them, I would have had the product within two days of ordering. RueLaLa has been hit or miss for me, and this experience has left me feeling frustrated and disappointed.

Ruelala is a website that I would not recommend to anyone. Their return policy is very deceiving and not clearly stated on their website. I was under the impression that I could return items for free, but little did I know that I would only receive store credit and if I wanted my original form of payment, I would have to pay $9.99 for every item returned. This was very frustrating for me, as I had ordered a dress, shoes, and earrings that were all of very poor quality.

The earrings that I had ordered were priced at $35, but the original price on their website was over $300. When I received them, I was shocked to see that they were made of thin metal and were not worth the price at all. I could have easily bought similar or even better quality earrings at a store like Claire's for only $5. This was a huge disappointment for me, and I decided to return all the items that I had purchased.

It has been two weeks since I returned the items, and I have only received a partial refund in store credit. I am still waiting for the rest of my refund, and I am not sure if I will ever receive it. After reading all the bad reviews about fake products, not getting refunds, and bad customer service, I am very frustrated and disappointed with my whole shopping experience.

Now, I am left with partial store credit that I am not sure what to do with. I am hesitant to order anything else from their website, as I am not sure what products are fake and what products are of good quality. This whole experience has left me stressed and disappointed, especially since I had only wanted to treat myself for my birthday.

In conclusion, I will never order anything from Ruelala again, even after I use up all my store credit. I will also unsubscribe from all their mailing lists. I highly recommend that you stay away from this very dishonest company.

So, I bought this fancy Ebel watch from RueLaLa for a whopping $1099.00. They said it had a manufacturer's warranty, which sounded pretty good to me. But, after just three weeks, the darn thing stopped working! I took it to an Ebel dealer, who sent it off to be repaired along with my receipt and the warranty card that came with the watch. But, guess what? Ebel wouldn't fix it! They said that RueLaLa and the company that provided the watch (Alliance Time) weren't authorized to sell it. What a bunch of baloney!

I talked to a bunch of supervisors (Kyle, Jane, and Brittany), and they all said that RueLaLa was authorized to sell the watch. Kyle even told me that if I sent it back to RueLaLa, they would send it off to Ebel for repairs. So, I mailed it back in, and guess what? It was repaired by some third-party service center in NYC, not Ebel! What a bunch of hooey!

I asked RueLaLa to either get Ebel to fix it or let me return it since it wasn't what they advertised. But, after seven weeks of playing phone tag, Ebel still wouldn't fix it, and RueLaLa wouldn't take it back. So, I closed my account with them. I've been a regular customer for two years, but I don't want to do business with them anymore. They're selling stuff they're not supposed to, and that's just not cool. I wouldn't have been so mad if I knew there was no warranty, but they said there was, and it should have been covered by the manufacturer. Ugh!

I've bought some stuff from Rue la la before, but nothing too fancy. I ain't about to drop a ton of cash on something that might not even be legit, you know what I mean? And I steer clear of the final sale section, 'cause who knows what kind of used junk they're trying to pawn off on ya. But even though I haven't splurged on anything super expensive, I've still spent a decent chunk of change on this site. And let me tell ya, it hasn't always been smooth sailing.

For one thing, my packages have gone missing a few times. I don't know if it's the post office's fault or what, but Rue la la uses some kind of FedEx/USPS combo for shipping, and sometimes my stuff just disappears into the ether. They always apologize and say they're sorry for the inconvenience, but that doesn't really help me out when I'm waiting for my order to arrive. And they never seem to have any answers about what happened to my package or where it might be.

On top of that, I've had a few items show up damaged or missing pieces. Like, I ordered a coat that was supposed to come with a belt, but when it arrived, there was no belt to be found. And I got a travel mug that had dents all over the outside. Not cool, Rue la la.

But the final straw came with my most recent order. I got an email saying my stuff had shipped on September 20th, but when I checked the tracking info, it was super vague. It said the package was en route as of September 17th, but the delivery date was "pending." And that's where it stayed. The tracking info never updated, and Rue la la couldn't give me any explanation for what was going on. I mean, come on. If you're gonna tell me my stuff shipped, at least give me some idea of when it's gonna show up.

So yeah, I'm done with Rue la la. I can find better prices and better service elsewhere. HauteLook and Nordstrom Rack are my go-to sites now. Plus, with those places, I can actually return stuff to a physical store if I need to. So, peace out Rue la la. It was nice knowing ya, but I'm moving on.

12/05/2022 I purchased items from Rue La La through a third party "Aftepay" and received an email that the items had been delivered on 12/11/2022.

That was a Sunday, and I immediately contacted "Afterpay" who verified that the items were delivered and that the carrier had photographed the delivery.

I immediately confirmed my address with the representative, and the problem then became the merchandise was shipped to the "WRONG" address.

The rep verified the profile and the correct address. Later I could no longer get in contact with "Afterpay" so; I contacted Rue la La, a rep with Rue verified the shipping delivery, and I asked that the items be recovered/replaced for the holiday of Christmas and was told that they could not, the rep for Rue removed information and reference # from my profile after reviewing the update in my profile that there is an address change. After I was told the items will not be replaced I contacted AMX- American Express Corp. to stop payments.

I have received items here a the correct address from Rue, how that mistake was shipped to an incorrect address, in an [INTERNAL OFFICE ERROR].

Now "Afterpay" wants me to reimburse [THEM] for the items Rue shad shipped to the incorrect address.

I chose to file this complaint in this avenue and hope for a resolution, and then next The BBB, along with the TEXAS ATTORNEY GENERAL, and Consumer Attorney Mr. Jarr.

My phone contact; [protected]- email; [protected]@gmail.com [protected]@gmail.com

Your immediate attention is of great importance.

Thank you kindly

I know that the CEO of ruelala also is the CEO of Gilt. I can get no response from Gilt. I bought Diamond earrings from a vendor that Gilt sells with. Diana M. Diana M sent me the wrong earrings they sent a pair that were not of equal value and not the ones I ordered. I have pictures and I sent the pictures to Gilt and ask for a label to return the earrings. I received the label and return them on a FedX label they sent to me. FedX tried to return the earrings to Diana M 10 times. They will not answer there doors or phone calls there is no response from them. Even though Gilt still sells there Diamond goods through there websites I would think your CEO would want this information. I have viewed the reviews costumers have written about both websites they are terrible I can not believe any CEO of any principle would want these reviews on his watch. I want my American Express credit. I know you can reach out to Gilt and work with them to get this done. Sue Timken

I was unable to get my problem resolved. I tried 4 times ! I received a defective item and all i wanted was an even exchange for a new one. They couldn’t do that. then i asked for an advance on the store credit i used to pay for the item and they couldn’t do that either. then i asked if you could put the item on hold for me so it doesn’t sell out in the meantime and they couldn’t do that either. then i asked if i could purchase the item again for the same price i paid with the store credit and thru couldn’t even do that ! WTF! Completely outrageous.

As a long term customer of Rue La La I am extremely disappointed in the company's change in return policy. Items are no longer clearly marked "final sale" on the shopping page. Rather you have to now dig into the fine print under shipping and returns for each specific item to determine the return status for that item. Sometimes items from the same designer on the same page will have different return policies. I am also convinced that Rue sometimes attaches a final sale designation after an item has already been purchased but before the 30 day return window has closed. Although these new practices may not be illegal, they surely change the implicit agreement between the online retailer and it's customer that the retailer is operating in good faith and not trying to trick or mislead the customer. This is very bad business and not what I have come to expect from Rue La La.

One last complaint is Rue's switch to using FedX rather than USPS for returns. Returns are no longer convenient, which was one of the biggest selling points for ordering on this website.

Order #[protected]. Ordered on June 24, 2022. I want to return two items. and I want my money back or a credit and they have blocked me from returning the items

EILEEN FISHER Jogger $119.99

SizeS

TRACK

EILEEN FISHER French Terry Jogger Pant $99.99

SizeS

I paid $119.00 for pants and their system said it would give me $66.00. It won't take the 99.00 joggers back and they are not a final sale. They have their own list of what you can return and it has nothing to do with final sales or the purchase price I paid for the. items. They simply won't take the item back or give me my money back or even a credit. They are criminal in the tactics they use.

I have been a good customer of Rue La La for years.

I changed my password recently and all of a sudden my access is denied to Rue. I am blocked! I’ve never been blocked inmy life.

I asked for help and nothing was done…emailed with Fredrick, Jared, Crystal

Who said leave it alone for 24 hours which I did…nothing has been done.

Obviously someone made a huge error! Why don’t they just admit it!

I’ve deleted my app, and asked to be removed from mailing list.

Just Very disappointed!

Penelope Ware

my order #[protected] was placed on 1/6/2022 at 11:50 AM, when I tried to check its status on the night of 01/06, I found that it was canceled without noticing me. I then contacted the live agent and asked what happened. the agent said it is due to the unmatched information between the information provided by me and my billing information of the card. Therefore, I replaced the order again and the agent helped me check whether all information was matched this time. The agent urged me to correct my information which I think is 100% correct for three times and said all was good. However, this order (#[protected]) was canceled again on the night of 01/07, and the live agent started to play a blame game on me. She suggested me connect with my bank and ask why they do not process the order while my bank is totally innocent and does not play a role in this cancellation; she then said I should change a payment method while I had already tried two different payment methods and none of them satisfied this website(especially for my second order, there is an agent checked all information for me and they can still cancel my order, saying it is due to the unmatched information). Therefore, I do not think they are willing to give their customers the deals. If there are any discounted items in an order, they will just cancel the order and blame all fault on the customer.

They sent confirmation of my delivery on the 13th and it's been on hold since. Emailed them a few times no response. No update on my order that l have paid for. Send my order or refund my money. At this rate I want my money back. I have since bought the same item as it was a birthday present. Am fade up of emailing. Order number [protected]

I have been waiting for my order. Received email notification that package was delivered. NO PACKAGE. Order [protected]. Stated FedEx was delivery service. FedEx stinks. Called Rue La La on hold for 41 minutes so far.

Totally disgusted. Waiting online (phone) as I am writing this complaint. Don't know how much longer I will wait on hold. Maybe an hour wait which is far too much.

Need to improve customer service. This phone line is a NO RESPONSE line.

Rose Olenick

I haven't got my refund already for 2 weeks since Rue la la notified me that the return was accepted. I talked to someone on phone twice, and they promised they would expedite it 48 hours, but I never got it. Even more, I returned another item a week ago, and the same story - no notification, no refund. What's going on?

I ordered three items order number [protected] and never received them. Customer care keeps telling me different stories and keep pushing to wait additional 3-5 days which have passed and still no resolution. Last customer service, Waquilla, just rudely terminated the chat after I asked a few more questions requesting a full refund.

send me wrong cord to charge system...I cannot not get help to get right cord to charge and use sonic therapy please help [protected]@msn.com the cord u send me will not even use electric and part wont fit either end of sonic I do not think I am asking ti much to use sonic therapy why I bought it PLEASE SEND me corfd to use Thanks [protected]@msn.com

I bought a splendid pearl necklace 2.3-6mm freshwater in September 2020. I was not happy with the purchase so I returned the merchandise the same week it was delivered. I got an email confirmation that the necklace was received in September 2020. It has been over a month and Rue La La has not credited my account for the refund. The order number is 1111081782.