Rent The Runway

Clothes arrived with a pungent stale, dirty smell. The clothes appeared dingy although my opinion may have been influenced by the smell. I noticed when completing the review "bad odor" was a choice. They would not refund my membership cost even though I returned the clothes within 24 hours, they terminated the chat and would not pick up with subsequent attempts.

I rented some earrings which I returned. They are alleging I didn't return, but I have no way to prove it. They were $400. Now my credit card was automatically charged. I am so upset because I should have kept them if I was being charged! I won't be using them again!

I have found that RTR has more customers than clothing, I am very disappointed in the selection of clothing, I will give it 2 stars for ease of sign up and delivery, but no stars for availability

Really disappointed with Rent the Runway. I was overcharged for my membership and CX were not very helpful.
I also ordered lots of items and they come very used (several pieces had holes in them, one piece smelled as though it had not been washed)
Have cancelled my membership and joined a different rental service!

Their website did not give me the confirmation that my membership application was approved and it kept taking me back to the sign-up page. So I had to create another account using 2 of my cards, it turned out the first application was approved and I got 2 memberships. I was not able to order because all of the stuff that I wanted was not available. I went ahead and canceled the second membership but they still charged me for a monthly bill after cancellation. They ripped me off $300 without getting anything from their service, And all they can tell you is it's a non-refundable policy but it's their website fault to begin with. Will never pass their company's name even to my worst enemy, they are not willing to work with the customers.

So many bad reviews here. Rent the Runway is overall ok and I'm very happy I have it! My main complaint is their choice of delivery service (erratic lately) but their customer service listens and helps you when things go wrong. I do have to look long and hard for things that work for me but I'm older and won't wear a mini-anything (unless with tights!) But some of my most fave ever wardrobe items are pricey items from RTR that I wish I would never have to return. (I have the monthly subscription). People seem to love writing bad reviews for whatever reason. Mine is real and honest and I do recommend RTR!

Rented a top for a Grand Wine tasting and just learned the day I'm supposed to receive the top that it's not going to make it on time, Worse, I didn't get notified from RTR - I was notified by the 'shop' app on my phone. No explanation. They asked if they can over night a substitute and after rushing to make a decision on something else, they told me that it was too late in the day to send anything out.
So now I am 100% stuck. Also learned that even though it's arriving 2 days late (on 2/2), I still have to return in on 2/3 (Saturday) and I am out of town. Had planned on returning it on 2/2. NOW I AM GOING TO GET CHARGED LATE FEES OF $50 per day. The damn shirt only cost $60 to rent for a 4 day rental. Spent 1.5 hours of my day trying to make any kind of logical compromise out of this situation. They obviously don't need my business so peace out.

If you need a high end dress for an event RTR can be a great option. However you must read the reviews carefully! Sizing varies greatly depending on the designer. Measure yourself and really understand what you are renting. You will need to have your under garments on hand when the dress arrives. You will only have the dress 1-2 days before your event. You can pay for a longer rent period but the idea is to save $.
I did order a dress for purchase and it was too tight they refused to exchange for a larger size even though they had the larger size on hand.

I requested a swap within 2 days of receiving my RTR order. I returned my items on the day they requested, documented the tracking info with weight, kept the tracking label - and the items showed up as "past due" which means I can't use any more of my monthly swaps. UPS had a delay (their fault - documented) and I sent the tracking info to RTR. The RTR team indicated they would have no other choice but to wait for their company to receive the items, which (because they ship snail UPS ground) would mean I have to wait 7 full days from shipment to receipt of the package, even if it takes them two days to fully receive my order.

Which could mean a longer delay and the imposibility of swaps per my account.

My initial order arrived with a dirty (way too worn) Phillip Lim purse, as well as a Jason Wu dress that smelled like cigarette smoke and Dryel. Not an awesome combination.

This is my 3rd round wirh RTR and honestly I always hope it will be better. It seems to have progressively gotten worse over time. I know its time to move on!

I cancelled my recurring shipments because the odor of some of the clothes was disgusting.
I sent in my last shipment and they said a dress was missing. It is not. I didn't even wear it because it didn't fit. So now I'm charged $200 for a dress I never wore and it feels like it's their last effort to squeeze more money out of me. They asked for the tracking number. It's their own shipping label! And it was shipped with items that they received!

This company is gross.

Found out we have been paying for this for over a year. We used it once. Profit driven to the max. Never a follow up email or phone call to inform us about this being active and unused. A fool and his money are soon parted. I'm a fool for signing up and a fool for trusting this company to look out for their clientele. Make it easy on yourself and go to a store or an online company that updates your regularly on your usage/ pauses your account if not being used. Integrity is hard to find in the corporate world.

I got a membership and enjoyed it for 6 plus months but now the Dallas wear-house uses a third party delivery company called return mates. I have not received items in 2 months now. They keep "re-opening" spots for me to make another order but never receive it. I gave them 7 weeks and 4 orders to try to resolve the problem but they can not figure out shipping. Do not recommend.

I got this membership as a gift. Customer service advised that my to my four slot turned into nine. Then I got billed twice for one month $45 and then again for $216 when the membership should only be 99 when you chat with a member they cannot do anything for me. It's a total bait and switch plus the clothes came they look like they were crumbled up in the dryer. They were clean but not dry cleaned wrinkly so I canceled my membership. I will never go back.

I activated a subscription with RTR and was unable to wear any of the dresses (This was September, I ate the $125) I thought I had permanently cancelled my subscription, but they charged my card three months later and refused to refund any money. I never received a reminder or notice that my account would be reinstated. I escalated to management and they refused to refund the subscription fee. $250 for a service I was unable to use initially and never intended to continue using. This company is trash

They obviously are scammers. They pretend they got your order partially and start charging you extra starting with the first order. When i fell into the same scam trap, I kept thinking why they are not in trouble and I read the law suit with Fashion Pass. Made me realize what a horrible decision it was subscribing to Rent the Runway. Do your own research.

Terrible experience all around. The clothes were shabby and overused with 2 garments having slight stains and double ironing press lines. These details would not show up in a photograph. The brands I wanted were not available in any of my searches and it took forever just to find something that might work. Those were the shabby garments I refer to above. I returned the items and cancelled my membership, and I completed a survey to say why I was cancelling. RTR says i paused it rather than cancel. I got charged for 2 extra months after the "pause" b/c didn't know their system "paused" me. They would not refund
The charges, and I feel like they are deceptive in the way they handle their business.

I signed up for the monthly 4 piece rental after browsing and seeing items that were "available" in my size. After signing up and paying, these items were suddenly no longer available. I asked for a refund since I didn't want to rent anything and was told no. I am trying to find things to add to my rental just to use the month I paid for and there are literally ZERO. ZERO! Options for me in tops or jackets. This is ridiculous. I feel scammed.

Got my dresses a day late -- both arrived damaged. One had holes all down the seams and the other was COVERED IN PLATINUM BLONDE HAIRS (yech!). (Oh, and also they don't let you exchange sizes so you better be 100% sure that the little picture on the internet reflects the right proportions.) After I complained, a totally polite customer service rep named Denise offered me free spots, but did nothing to solve the problem, and now I have nothing to wear for my event in... 24 hours. Don't do it, guys. Go shopping in your friends' closets, instead.

RTR needs to have better quality control. I rented 9 items and 8 out of 9 that I received were extremely worn/defective/dirty. Some of the dresses I received were so yellowed, so raggedy. The elastic on one was so worn that it no longer stretched. I reached out to customer service and they sent replacements that had the EXACT SAME ISSUES. Not happy at all.

Love the idea around sustainability, price point and value. The app seems convenient too, and it has a great feature to help you determine the fit from other people's reviews. It's just that it has so many bugs, the returns (although UPS) take like 6 business days to process, and the customer service blows. It makes renting what you see difficult and what they promise to deliver not really come to fruition. My guess is that subscriptions will not be long term given the time lost with customer service, the poor service, and extra costs around the kinks.

I really wanted this to work out. I love the idea of renting or borrowing clothes instead of purchasing them. But their company is just an all-out mess and it's too frustrating to be worth it. I did a one-month trial subscription and they lost TWO packages and tried to charge me $600 for clothes I had already returned. The same dress arrived damaged, twice. Their customer service department is constantly asking to confirm the same information over and over, you spend half the time confirming stuff--which they clearly don't bother to do on their end since they keep losing stuff.
Not only that, but the clothes were all the same style and awful. Puffy-sleeved peasant blouses and crop tops--that's it. Apparently your only options in 2022 are "1970s disco" or "I just stepped off the covered wagon." Every piece I tried had a super short torso.
Just not a winner, all over.

The whole point of using this service is to receive clothing by a specific date - not only was the package LATE and not arriving in time for the event, but then they said the package was delivered and nothing was ever delivered! From there, their customer service was AWFUL - not helping at all when I should have been issues a refund IMMEDIATELY. Terrible experience and will never use them again! AVOID!

The company has been cutting on back higher end designers for a while now and is removing their unlimited option which distinguished them from all the other competitors, replacing it with a more expensive and limiting monthly option. That said, if half hearted, boiler plate apologies for bad service and drastic service changes are your jam, Rent the Runway might still be for you!