Rent The Runway

The concept of rent the runway is great, but the company itself is not interested in customer satisfaction or in being an honest, fair company. They send pretty old, worn clothes that often smell bad and it's incredibly difficult to get refunds or help from customer service. If you purchase an item from them you will likely regret it. You have such a short window to return the item you basically have to send it back the same day and there are fees associated with returns. It's just an all around dishonest company that doesn't care about stealing money from people. I'd stay far, far away. I honestly can't wait to see this company go under, it is run by bad people.

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!

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 ordered a wrap dress to wear for my birthday dinner. Came in damage. Chat with cust. Serv. And was denied credit as it I didn't called within 48 hrs. My order was sent way ahead of my event and I didn't put the dress on with I was ready for dinner and found out the hooks for the wrap dress were missing. This is a total scam company. It's not my 1st time having issues with them. Horrible customer service. I'll never order anything from them again. I'll call my bank and stop payment.

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 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.

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.

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.

I ordered 2 styles and one was unavailable. I missed the deadline to select a new style and contacted customer service via chat and they were willing to work with me to make sure my issue was remediated. Nicest customer service team, great quality and selection, 100% would order from RTR again!

I recently decided to give Rent the Runway another try after a poor experience nearly three years ago. Unfortunately, it seems that not much has improved since then. I find their practices to be quite misleading, particularly when it comes to the availability of items. It's frustrating to be able to "heart" items that aren't actually available for months, creating unrealistic expectations.

The customer support experience hasn't been much better. Despite providing detailed information up front to Jessica, I was asked to share answers to questions that I had just shared specific links of what I wanted, which suggests a lack of effective training. This is both inefficient and exasperating.

Moreover, Rent the Runway appears to prioritize getting customers in the door rather than being transparent about item availability. The focus seems to be on offering refunds rather than addressing the root issues, which does little to rebuild trust or improve customer satisfaction. A more honest and upfront approach would be greatly appreciated.

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.

You won't be able to see what items are available until you sign up for a membership. Then, once RTR has your money, you'll see that most items on their site are booked out 7 months+. If you want to get an "advance reservation" for a specific date, that will be an EXTRA charge on top of whatever you're already paying monthly. I found myself in just this position and, when I asked customer service for help, was told they could cancel my membership, which was just a few days old, but no money would be refunded. Essentially, they took $104 from me for a 4-day "subscription" in which I received absolutely no services or benefits. I contacted customer service asking for an account credit — not even a refund — and was flat out denied. Whatever RTR is advertising on their site, you won't be able to rent it. It's just a scam.

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!

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.

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!

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.

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.