Rent The RunwayReviews 657

For my very first order, they shipped to a wrong address twice, 2 dresses out of 4 were damaged, they never come to pick up return, change the date of pick up without notification, the supervisor insists it's not their fault because they outsource shipping service, you never receive dresses and they never refund you. HORRIBLE. The worst company in the history.

I was a customer for almost 10 years, and had nothing but great experiences. Then Covid hit and I took a couple year break, only to be smacked by a massive decline in quality control and customer service when I recently signed up for their monthly membership. I received my shipment only to send it back one day later — the clothes reeked of cigarette smoke and perfume (or maybe febreze?), and one had a used face mask in the pocket. Nice! The items went straight to the garage so they wouldn't stink up our home. When I contacted customer service, they kept repeating to me that "every item is dry cleaned and carefully inspected…", and asked for a photo of the clothes (but what would that have done to show the smell?). I'm sure the person I spoke with was just doing their job and following the script, but ultimately they took no responsibility for the issue so I canceled my membership. $104 down the drain. It's the last time I use this company, which is a bummer because I have so many fun memories from these clothes! I used them for endless formals, bachelorette parties, weddings, etc. Can RTR even survive like this when customers have so many other options?

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.

We rented bridesmaids dresses. The company charged us late fees for 3 dresses,"returned late". Two of the dresses were, in fact, put in the mail 2 days late. The company reported that they received 3 of the dresses back, 2 weeks late. They would provide no proof of the date they received them and the return label they gave us no tracking information and no proof of when we actually mailed them. The woman in customer service was probably the rudest person that has ever spoken to me. The $1,700 was ONLY the late fees! More than the dresses were worth…

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.

They charged me $105 for a membership I never used - literally did not have one thing sent to me. They offered to refund me and then never applied the refund. When I contacted customer service they were rude and unhelpful. Be careful about signing up for a membership. They will continuously charge after you cancel. On top of everything the selection, styles, and sizes are horrible.

Lost a replacement order with no customer service option.

I ordered 4 items, 3 needed needed to be replaced. When I put the order on for THE SAME ADDRESS with 2 days free shipment, it was delayed 4 days. It was in my area-I saw the tracking info. SAME ZIPCODE. But nobody could figure out the name change. SEVERELY DISAPPOINTED AND DISSATISFIED WITH THIS SERVICE. Will probably never use again. I needed this dress for a wedding and with 3+ weeks notice, this company could not come through for me. I can't believe I entrusted this task to them & will never use them again. So upset. Do not use.

I did a trial subscription with RTR and from the get go only had problems. The dresses I received weren't in good condition and the styles were all really off. I think designers make clothes for RTR and slap their labels on them and the styles are all so strange. It's not the same stuff you're seeing in stores Since not fit I was literally giving them many for the sole privilege of trying clothes on. At least when you purchase something from a retail site you can return it and get your money back if it doesn't fit. Not so with RTR. You have to wait until you have another shipment available. Also, I found their claims of how much it would cost to purchase items was highly overstated. I rented a purse that I thought was cute from Vince. RTR claimed it was $300 new. When I tried to find it on Vince's website it turned out it was from several seasons ago and they don't even sell it anymore. I was able to find it on ebay for $60. I would like to find an alternative to wasteful consumption but this isn't it. I've had much better success at high end resale stores.

I had for the first time checked the website and was playing around. I was checking the monthly 8 piece subscription and left it at that. Later I see a charge on my card for 94$.
I see that after 18 days of it happening.
Calling the customer care I learnt that my subscription started and they can't do anything to help. They even yelled at me. I hadn't even used their service and paid 94$ and weren't helping with an extension either.

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.

Their customer service is absolutely awful, they do not have easy processes for managing your orders and memebrrship, including cancelation for membership. You have to email an address provided however now they are telling me that was not enough because "email did not include information supporting request" while their site says nothing about that. They charged me for an extra month of service that I do not want and requested to cancel weeks ago. I only signed up to try it and did not find anything I liked that was available in my size for the wedding I was going to so now I'm stuck having paid for two months of membership and completely unapologetic response from them for not processing my cancellation.

Contacted customer service and never received a refund/credit. And, my review somehow "disappeared".

I was charged over $1,000 when UPS lost my return order, with little to no help from customer service.

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.

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.

I am leaving this review because after a month of trying it, (2 shipments, 7 dresses) I was not able to wear any of them. The quality of the clothes is really bad. I am not sure if they actually clean them. One of them had a zipper broken, the other 4 were stained (the looked like they were dresses I pulled my great grandma's closet of how yellow they looked) and all of them had a terrible smell. I promise that with the ~$120 you spend with that service you can go to ross and get you WAY better dresses, and still have half the money left. I was so upset because I thought I could use of the items I ordered for my graduation and save me a trip to the store during finals. Instead, the day before my graduation I found myself rushing around town trying to find a dress. I called them to ask for a refund since I could not wear anything, but they were not helpful at all. I asked to speak with a supervisor, first they hang up the phone, called again and they had me waiting to tell me no supervisors were available. What a scam. I gave this company money for free, save yourself the headache!

This was the most frustrating experience. I signed up for a membership, and tried multiple times to order clothing, but it was never available in my size. It became a huge time suck to try and find items that were available (I'm a 4/6 and s/m... pretty common sizing). I cancelled membership after 2 months of membership fees. No clothing was ever sent (because it was never available). CS was unwilling to communicate or consider a refund. And, when I tried to leave a review on their site, it was "unable to submit" probably because it was a 1 star review. Total scam! Don't waste your time and money.