Rent The Runway

As others have pointed out in reviews, at 10:30 am the 29th (the day I am supposed to receive my New Years Eve dress) I am told that the size 2 is not available for my order. I had reserved this dress in early October to ensure I'd have it for New Years. No problem, they'll send me the other size. Upon checking my order on the site, both are unavailable.

The "replacements" they so kindly want me to pick out for an event a couple of days away are all either not in my size, and nothing at all I like (as they are the only ones left 2 days before NYE). Thankfully I was able to get a refund. But this is just absurd. This event is on the same day every year. If it's a stock issue, buy more dresses! Stop over-renting! This has happened to me MULTIPLE times now, and I have not used this service more than 5 or 6 times total. Last time you'll get my business.

Also, the dresses are not good quality. Just buy a dress and save yourself the headache.

The same exact thing happened twice- The shipment of a dress was sent overnight for Friday delivery, but while it was on the UPS vehicle all day, the delivery was scheduled for Monday at the end of the day. I order the dresses for weekend weddings! What's the point of receiving them on Monday? I believe RTR is trying so hard to increase the utilization of their inventory by shipping them late that they're risking the loyalty of the existing customers. Otherwise, there's no explanation for this repeated shipping failures. I'm leaving RTR forever. I can't bet on them another time without having any backup plan.

My daughter used this service to rent a dress for her senior prom. 2 days before the dress was to arrive, she received an email that the dress she ordered was not available as it was not returned or was in poor condition. What? They were terribly sorry, but unfortunately, there was nothing they could do. They could send her a new dress, but so few were available, that we were not willing to risk this. Incredibly stressful day trying to find a dress a few days before the event itself. Horrible 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.

Shame on me, I should have read all these reviews before I used Rent the Runway!
The day my dress is suppose to arrive I get an email explaining that it is unavailable but the stylist selected another dress at no "additional charge" LOL... would not good customer service be we are refunding you for the inconvenience for letting you know the day before your event you have to rush out and find a new dress for the wedding you have planned the next day!
Bye Rent The Runway! Believe me I will make sure to tell 10 people my experience so they can tell 10 etc, etc... PS I hate that I just had to give 1 star

I mistakenly put my RTR Update return in a USPS mailbox on 12/3. My local post office said that they passed the package to UPS on 12/5 but informed me that the tracking # had changed so I had no idea where the package was. I spent hours trying to track down this package and finally it arrived at the facility today (2 weeks later). RTR charged me $800 originally and now that my return finally arrived they're saying I can only receive a 30% refund which means I'm still loosing $577. Very disappointed in this service. Do not sign up for their monthly membership it's definitely not worth it. I was a loyal customers and I will never use RTR again.

Let me tell you about my experience with rent the runway. When i went into the store my order was messed up twice and i had to wait half an hour when placing the original order. I was then late to work.

I was told everything would be taken care of and tried to move on assured that customer service would b able to assist me with all further needs. Well I have called seven times, emailed three times. I am getting no response via email your chat had not been up all week. Your customer service call back times are 2-3 hours and when you speak to a rep they tell you they will take care of it and then nothing is done. I am now getting emails telling me to return something that 1. I do not have 2. That i was assured would be canceled.

And here I am. 100$ short, no merchandise and a lot of wasted time.

I had the top tier subscription, about 6-10 dresses a month, the dress selection for my personal preference did not work. Definitely not work the monthly fee (mine was $225/month) for these brands. Their stock is on a downward spiral because of this. You will find only positive reviews because of their incentives for positive feedback. Customer service is terrible. Wish I had just invested in a few good dresses instead of throwing away money on Ross/Marshalls/TJMax type dresses.

Ordered 3 dresses 5 weeks ago to be delivered on a Wednesday before a huge event on Saturday. I always check the progress of my RTR. On Tuesday the package gets held up in Little Rock and then on Wednesday had not moved. Called UPS who told me to contact RTR. UPS also said the package was lost. LOST? In today's age how is it LOST. They scan everything. Hell they know if their Ups drivers have walked to the front door or the back. So they overnight new dresses -not the ones I wanted. But today-Friday it says the RTR original order is back at RTR. How? I'm seriously thinking of not using RTR anymore. Obviously their deal' with UPS is screwed up.

I rented a dress for a photo shoot and had it shipping to my rental home at the beach. They shipped my dress almost a week early to the rental house that I'm not at. What's the point of picking a rental date? So instead of risking it being stolen or thrown away by the cleaning crew prior to our arrival, I contacted them and asked them to request a stop shipment. They told me that UPS could hold the order, but I would have to go get it. Totally inconvenient! I was then told I would have to pay a fee to cancel and have it shipped back to them. I argued that this is no fault of mine and that was completely unacceptable. Luckily I got that credited back. But BEWARE that they don't refund your money, you will get a credit back. At this point, this will be my last RTR. I'm really disappointed.

I never received my dresses before or after my event. I have sent serval emails, waiting on hold for customer service to speak to someone and have never been talked to or contacted back. Yet they have no issue take my $125. I'm hoping I can even get reimbursed. So mad and disappointed.

I ordered dresses for my son's wedding which is tomorrow. They should have been here days ago. I have nothing to wear tomorrow. I cannot believe what an awful stressful situation I am in. I will NEVER rent from you again. I spent the money, and ordered way ahead and made sure to have the address. What should be a great time for me wearing a pretty dress is me wearing a ridiculous pair of slacks. I am disgusted and will be sure I never rent again! I kept bugging my son about this. Horrible….

I would not recommend this store to anyone who is interested in a junior or senior prom dress. The merchandise in the store is certainly not "runway" quality. The dresses were not unique and definitely not designer quality. I was told that they would have had other selections if they were aware of what my daughter was looking for but I had told them over the phone. From a mother's point of view, it was a waste of $25 and travel time to the city. One can do better in a department store. The rating of a star was for the young woman who helped us. She was lovely and made an effort to assist my daughter.

Awful experience with Rent the Runway and their customer service.
I tried their 10-item plan for $ 99.The quality of the delivery was low - crumpled package, wrinkled clothes (photos attached). They don't look like they were cleaned properly and obviously, I didn't wear any of them.
Another unpleasant experience was with their customer service chat - I tried to reach out to them via the website to clarify the details of my plan, and didn't get any clear responses to my questions - just the robot ones. They don't care if their clients are satisfied or not.
Plus be ready to pay extra fees for everything - if you need an outfit for a specific date, even if you are not on the cheapest plan, they charge extra. If you want a specific outfit and don't want to pay extra, there is a very little chance that it becomes available when you need it, so you end up paying extra to make sure it is. I wouldn't be surprised if some outfits are on website only to showcase and they actually don't have it.
They promise a free pick-up and actually it's a scam. If you schedule it nobody shows up. Make sure to drop off in UPS not to be charged extra.
Don't waste your time and money on RTR.

Renter Beware!
I wish I would have read all of these reviews earlier and saved myself the hassle of getting 2 dresses that didn't fit and an email a month later letting me know they never got the dresses back and that they had already charged my credit card $2356!
Ive called and emailed their "collections" department and of course have not heard back. I am disputing this charge with my credit card company. I spoke with UPS and they said the tracking # that RTR provided me that nothing had ever been scanned and the drop box I took it to gets daily pick ups so its impossible that it didn't get picked up. I am so furious!