Horrible customer service and renter behavior allowed. A renter stole a Gucci jacket from me in December while I was traveling for the holidays. Upon my return home this month, I discovered the item was never returned to me. I immediately messaged the renter regarding this on 2/13 and noticed she had not been active lately. Graciously, I gave her 10 days to respond before contacting by rotation on 2/23. The agent essentially told me “oh well” that my item was never returned since it was not reported within 7 days. Their policy posted online states clearly that if communication issues with the renter go beyond 7 days, to open a dispute and they will contact the renter, which they did not do. Additionally, ground shipping within the US can exceed 7 days alone, so that’s an impossible request. All they did was pretty much agree that I was screwed. I then asked for contact information for the renter to proceed with a police report and mail fraud report since they were no help and was told they would give it to me, but the agent ended the conversation thread with no information given. They have not offered to charge the renter, contact the renter, or do anything in accordance with policy. If lenders cannot go on vacation in fear of not reporting a stolen item within 7 days, a MAJOR policy update is needed. Avoid this app at all costs they encourage nothing but scammers!!!!
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The UK's leading peer-to-peer fashion rental app. Hire luxury designer clothes and accessories from top brands in London and the UK.
