Rent The Runway

Make sure you understand that their terms of service allow them to charge up to 200% of retail cost if they don't receive your returned dress. Plus, if they sent you a free dress in a different size, they can charge you 200% for that one too. And their late fees are $50 per day. That means that the two dresses and bracelet my sister rented through them cost her over $3,000 in the end because her return package got lost in the mail. A good lesson to always read the fine print. Beware!

This is one of the most unreliable companies I have come across. I have never placed an order with RTR that went according to plan. My most recent disappointing experience was that I ordered a dress 3 months in advance for New Years Eve. Upon tracking my order, I found that, due to a shipping delay, it would not be arriving until Jan 3. How convenient! To make the matter worse, I did not even learn this directly from RTR. I had to call them to inquire why the FedEx tracking information did not match the expected delivery date. The customer service reps were apologetic and friendly enough, but there was nothing they could do and I was left to spend New Year's Eve scrambling for a dress in the hours leading up to my event. RTR has a terrible business model and there are clearly not enough mechanisms in place to prevent this from happening. Will not use again.

I subscribed from 5/7 - 6/7. I returned a package on 6/1 (confirmed received then) which was two days late due to them not including a mailer. I should have had use of the service for another week but it would not allow me to add items to my cart stating that I had to return something (although all items were returned.) I emailed SEVEN times, tried their chat function, etc all of which they refused to respond to. I ended up having to file a dispute with my credit card company for the un-used time I paid for. I do NOT recommend. The clothes themselves were okay but to not have any customer service?! As a note these emails were sent over a weeks time. To not respond to a customer email about their website not working and allowing me access to something I paid for within 8 days? What is going on there?

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

I spent over an hour on the phone because my $30 coupon code for being an invited customer would not work and they clearly had NO idea how to help me. It's 2016. Get a manager and get my discount that I was PROMISED by your company. Oh we can't figure it out so... sorry! WHAT? Please.
And keep in mind the only other negative review I have EVER written online was for a moving company who smashed my $700 TV and literally yelled at me and refused to pay me my $26 insurance check... So it takes a LOT for me to get pissed off. If you want to go to rent the runway you better pray that nothing goes wrong and you actually need any type of customer service.

I have been an Unlimited customer for 5 months and can most definitely state that the customer service (especially shipping) is not even close to the level of the regular RTR service. Somehow my new shipments get shipped all over the US when it only takes 2 days when I return via UPS. You can only have 3 items checked out at once but when it takes 7-10 days for you to receive your chosen items the worth of Unlimited is gone. It seems like they have a lot of customer service reps who just don't care. I've sent 2 emails today that have gone unanswered.

So many mistakes and delays! The worst part is that they apologize for their mistakes and delays yet they don't rectify it. You orders will be cancelled then you will get defective or dirty items, items missing parts or hair stuck all over a sequin dress). They will tell you to return the item for another one but half the month will go by without having your order and they won't reimburse you, credit you extra days, send you an additional item or anything to make up for your loss. When you do return items, it won't show up on their end as returned even though it is according to the tracking number... another delay. You just paid 159.00 for a month where the service only worked for less than half of that month. Not worth the money or the hassle of returning stuff that was not in decent condition.

If I could give RTR a zero rating I would. I rented a tuxedo dress for special event. The dress arrived on time, but it looked like it had been pulled from a rag bag. It was wrinkled, well worn and dirty. There was a problem with the sleeve. I ended up buying a dress for the event. My sister had recommended them but I would NEVER use this service again. I saved neither time or money. They did refund my money and gave me a 20% discount on my next purchase but forget it. Don't bother. Plus they don't post any negative reviews. It's a sham system. There is no transparency.

While this is an amazing idea, ordering weeks or even a month ahead doesn't guarantee you an outfit. There was a dress I originally saw that wasn't available and then I found a dress I absolutely fell in love with. A month before the wedding, i reserved and paid for it. I got a text days before the wedding saying that it's unavailable and that I should hurry and pick something else. No thanks. It's just far too complicated to get anything from this company. Unreliable.

It is extremely unfortunate how their concierge team values their members. They are rude and don't seem as though they care whether they have members or not. Every time I emailed or called, the response was rushed and demeaning. In addition, their merchandise seems to have so much wear & tear, doesn't the team check before sending out to their members? With that, customer service is awful when sharing the disappointment in raggedy clothes. Thankfully, they are not the only service around!

UPS didn't scan in my package so RTR doesn't know where it is and rather than have it built into their model to account for lost packages, they're charging me hundreds of dollars. After several weeks of $#*!ty customer service (unresponsive, unhelpful, unsympathetic, disorganized, disinterested, no initiative) I'm now disputing the charges with my bank in order to get a refund. No attempt by RTR to remedy the situation or otherwise.
Unbelievable. I'd expect this of the USPS but no one else. Sad, I wanted to love using it but unacceptable and offensive.

First experience with rent the runway. I ordered a dress that was too small. To overnight me the larger size it was going to cost me another $35. That is not what a fit guarantee is to me. The service specialist could not explain any of my options to me. I also hated the dress. I will never use this again. The process was supposed to save me time from shopping and it created days worth of extra work. Worst thing is I am now stuck without a dress for an event tonight.

I just paid $139 to have an unlimited membership and my first order they are not able to provide the dress I selected. They asked me to provide a list of 5 different items. I provided this list with two sizes for each dress-making it 10 options. They still could not deliver, and asked that I provide them additional options. My birthday celebration is in 1 week and looks like I will have to go shopping because the membership I have paid for cannot provide me anything!

I had a dress come late, so it did not arrive in time for the event (UPS delay due to weather). The customer service was very sympathetic and they gave me a refund and a $100 credit for my next dress. Pretty good. The next time the I got two dresses, one looked nice and I used it, the other not so much. I would try it again in the future!

10/25/13: Update, I just saw that they are letting you try on 5 dresses for $50 to see which one is best. When you return the dresses, the $50 goes towards your next purchase. I haven't tried it yet, but pretty sweet!

This is my first month with RTR Unlimited. Mt first order was great-arrived quickly and looked good. I kept one dress to wear for a few more weeks and returned 3 items. I had placed 57 items in my "heart" section for easy re-ordering. Surprise, surprise! Virtually none of my items were available and I the items I ordered did not coordinate into a cohesive look due to lack of availability. Presuming this service is not the answer to my fashion prayers.