Rue La La Travel Voucher Update!!!!

Yesterday, I received a call from the Senior Vice President (SVP) of Consumer Experiences for Rue La La. She was the absolute nicest person. I explained to her my problem and not only did she profusely apologize, she gave me some insight into why the problem occurred. It looks like the customer service concierge team is still undergoing training on how to deal with customer service issues related to travel. I think we can all understand that right?! This is a fairly new feature of the website. Sometimes it takes some time to perfect a new product or service….and I believe they will.

She gave me the option of trying to work with the W to find a new date and getting a full refund (given the negative experience I had). I really appreciated her taking responsibility for the mistake made on behalf of her company. To me, that along with an apology goes a long way and says a lot about the corporate integrity of Rue La La. Did they mess up? Yes. However, they took full responsibility for it and went the extra mile to fix the problem.

I also receive a credit in my Rue La La account (totally unnecessary, but shows how much they are willing to go the extra mile to make things right!). She also told me that she is flying this week to the customer service center to give customer service representatives a training session on dealing with Rue La La customers who purchase travel. So, it looks like they are working to fix the problem. Would I buy a travel voucher from Rue La La again…I think I would after some time. I think this experience was pretty negative for me, but I see they are working the kinks out and I could tell that this SVP really believes in what she is doing and wants to help Rue La La members enrich their lives through the purchase of travel vouchers and experience related certificates. I think they have some work ahead of them to perfect this part of Rue La La, but they will get there. So, readers I say read the fine print and call if you have questions, but if you are okay with the restrictions, you might want to consider taking them up on a travel deal or two. I would start small and local to test the experience. However, it is pretty clear to me if weather or a natural disaster prevents you from partaking in the trip, they will try to work with you to re-book.

Here is a copy of the sweet email I received from the SVP:

Dear Lori,
Thanks for your candor yesterday. Please accept my sincerest apologies for the recent issue you had with our customer service team when trying to redeem your New York stay package; further compounded by the massive snow storm and flight cancellations! I assure you our goal at Rue La La is always to provide our Members with the best service possible and regret your experience was to the contrary.
We have credited your credit card for the full purchase amount, and please accept a $100 credit in your account on behalf of all of us at Rue La La. This credit will show up in your account within 7 – 10 days.
Our vision of delivering enjoyment and adventure through irresistible experiences is strong, as is our commitment to providing exceptional service to our Members. I hope we can reignite your faith in Rue La La, and that you will try an Experience again.
Below is my private cell phone number – should you ever purchase an experience again please let me know and I will make sure you are “Ooh La La” satisfied.
Warm Regards,
SVP GM, EXPERIENCES

So, SVP of Experiences, thank you for great customer service. Thanks for being empathetic and sympathetic and make a wrong right! Rue La La, your SVP of Experiences rocks and she is the reason I am still a loyal member of Rue La La who will still be spending more money than I should at 11 am.

Thanks readers for all your kind support. The world is just…or at least Rue La La is.