rue21, Cypress TX

Placed an online order for 12 perfumes. Waited 3 days and came to the store to collect and they tried to give me 4 perfumes saying they didn't have the others. Tiffany then back tracked after I pointed out every single thing I ordered was on the shelf behind us. She claimed that inventory comes in M-F so they didn't have it when they fulfilled my order. The earliest they would have fulfilled it was Friday morning, which would have been black Friday. I'm assuming they were a little busy then, and I didn't receive my pick up confirmation message until Friday night, so something doesn't add up. She claimed there was no way to modify the fulfilled order to include the items they now had in stock. As I brought the perfumes to her and put them on the counter and asked why they couldn't be added to the bag as my credit card was already charged she called security on me saying I would have to go to another store for being irrate. Cops and security came, 4 officers in total and after I explained the situation she refused to help me claiming she couldn't modify the order. But she can cancel it. Strange to me. She can't provide any proof of cancelation and I bought all 12 perfumes in a storage in store transaction. She would not give me her title or any info and the cops had to ask her several times to stop arguing with me. I'm sorry but I'm the customer I was in no way being crazy, just upset. It's her job to try and help not continue to escalate. I will be contacting corporate. Tiffany at the outlet location is a true gem.

Still upset about my experience with this location and its corporate leadership. I work at another store in the mall and one of my customers went to rue 21 after visiting my store. He accidentally left his bag full of product (purchased from my store) inside the rue 21. He realized this after he left and went back to the store to ask the employees if they found it. He did a full search of the store looking EVERYWHERE for his lost bag and the employees even “helped him look” but the bag was not found. He came back to my store to repurchase the product he lost in rue 21 and told us why he was repurchasing. Within an hour a rue 21 employee came over claiming they found a lost bag and showed us the receipt asking if we remembered the transaction. We were so hyped because we thought maybe the guy would come back and we could give him the lost product and return some repurchased items for him. We asked rue 21 to please bring us his bag and they agreed but never came with it. An employee from my store went over to rue to see what the hold up was and walked in to all their employees (including the store manager and district manager) digging through the contents of the bag (mind you this was expensive jewelry items such as chains and earrings). They refused to return the product to us and claimed “they would need to give it to their loss prevention department”. This made no sense considering the product was not rue 21 product. Seemed strange that they told the customer they didn’t find his bag and even “helped him look” but never found it and then it suddenly turned up and now they wanted to keep the product. My district manager even got involved trying to get them to give us back the product so we could get it back to our customer or deal with it accordingly through our own loss prevention department. Luckily the customer ended up returning to our store again and we explained the weird situation and he was just as upset and confused as we were. He went over there himself to reclaim his product. I did contact another rue 21 to check their policy on lost bags and confirmed that the Houston outlet location had lied about their policy. There was no rule that they needed to send it into LP and are in fact, instructed to return it to the retailer who’s name is on the lost bag or to their malls lost and found. Employees are sketchy and dishonest up to and including their district manager. Wouldn’t shop here or engage with them ever again.

Didn't see anything worth shopping for. They had some good deals on things. Customer service was good.

Big Praise to CSR Mikel! Young gentleman was respectful and helpful to my family and yours truly.
Showed all the possible deals my teen niece could get while having an utmost professional attitude all the way.