Rent The RunwayReviews 657

I was invited to a black tie event out of town. I placed an order for some dresses, jewelry, and a clutch. I even called customer service to make sure I would have it in time. The day it was scheduled to arrive, I waited 2 hours beyond the time I was told it would and finally received an email indicating their was a problem at the warehouse and my product was not shipped. I immediately called customer service and demanded to speak to a manager. I was connected to one and was assured I would have replacement product at my hotel the next day which was the date of the event. The next day about noon, I received a second email indicating that my product would not be shipped. I had just enough time to scurry around the very expensive local shops and find a dress which cost me some money. Two days later, I come home from work and there on my doorstep is the package from Rent the Runway. I called customer service once again and received apologies but no action.

Wow. I am appalled by this company. I ordered a dress for a wedding and two days before found out that the dress wouldn't arrive in time. I was told to return the dress as soon as it arrived, supposed to arrive end-of-day Monday. On Monday I receive an email from them saying that I would receive a $50 late fee if the shipment wasn't dropped off at UPS by noon on Monday; THE DRESS HASN'T EVEN BEEN DELIVERED TO MY HOUSE. For four hours, I tried to contact their customer service countless times (via chat, via email, there is no phone# listed) to make sure I'm not charged the late fee, because I can't return a shipment I haven't received yet. I am livid and will never order from them again, and will never have anything good to say about them. What a headache this company has caused me. Horrible customer service, horrible logistics. Not a good look when serving customers, especially a first-time customer.

They have fantastic clothes and a neat concept, but I'm appalled by the lack of customer service. Error after error was made on my RTR update membership account (marking items as returned, sending single items and blocking me from others, no response after repeated follow up, credit card didn't process because they used the wrong address, etc. etc.), and it took multiple emails and phone calls to have them offer $20 consolation when they screwed me out of a whole month's worth of clothes.

I'd love to see a competitor option that cares about customer service, and I was sad to cancel my membership but enough was enough! Hopefully they'll get it together in the future, but right now I wouldn't touch them with a 10-ft pole.

I reserved a dress for a formal wedding several months ahead of time. The day before it was supposed to arrive rent the runway let me know that my preferred dress and size was not available. I was upset but asked them to please immediately send the back up dresses that were also part of the order. They did not send them and did not notify me until the evening they were supposed to arrive. My neice's wedding is tomorrow and I have no address. I am furious!

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.

Been calling all week - no answer on their chat - or customer service - something is UP - and it appears they have big business issues - any company that turns off it's phones, ignores it's customers, is going out of business - I lost close to $100 bucks on my kids homecoming dress - overcharged - then returned the dress - not knowing THEY CHARGED ME FULL PRICE for the dress! Do not, DO NOT USE THIS COMPANY they are going under.

I rented a dress for a very important formal affair. The fit was okay but when I received it I noticed that it had a hole in the back. I didn't want to deal with the hassle and stress of having to exchange it because my event was the only 2 days away so I decided to wear it. I was embarrassed to be wearing a torn dress to such a fancy event but I decided to just push through. But things go so much worse when the gala started... when I arrived at the event and hugged by first friend I noticed that the armpits of the dress had a horrible BO smell, I almost gagged right then and there. I was mortified and I could feel my cheeks getting red, all I wanted to do was run home and tear this stinky dress of. But I had no choice, I had to press on through the evening. I embraced probably 30-40 people that night, all of whom probably now think that I have a body odor problem. I spent what was supposed to be a fun evening sitting surrounded by the fumes of the previous renters BO. I didn't get up to dance or mingle and didn't go the after party because I was so embarrassed. It completely ruined my evening. To add insult to injury, the next morning I sent RTR an e-mail explaining what had happened and got no response. I continued to e-mail every other day for a week and finally they wrote me back a brief note saying, "our apologies that you had a bad experience". So I followed up with a phone call where I was told that because I kept the dress for the rental period (which was over a weekend) I was not entitled to a refund. The representative was horribly rude and told me I should have contacted them sooner (I had been sending e-mails for 9 days). I then asked to speak to her supervisor and she said there wasn't one. I will never ever in a million years rent from RTR again.

I rented a dress for a wedding and my long-term/live-in boyfriend broke up with me and uninvited me to my own friend's wedding. I explained this to their team and they refused to give me a refund for my cancelled dress because it was 14 days prior to the event. Instead, they said I could have a credit (I want no

They have a really poor response rate, poor customer service, and zero empathy for people in really terrible personal circumstances.

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.

RTR has terrible customer service. I will never use their service again - the company used to place the customer at the center, and now they simply want to make as much money as possible. They sent me a dress a week before I requested it, and then charged me a late fee even though I dropped it off on time. They refused to refund it, even though the package was left at a UPS box and then out of my hands for the reliability of the speed of return.

I have used RTR twice in the past and my dresses came no problem. But this most recent time I received a notification 1 day before my dresses were supposed to arrive that the style I had ordered was not returned on time by the previous renter, so I was sent what a "stylist" considered a "reasonable replacement." The replacement dress fit, but was not flattering and not a style I liked, but this all happened 2 days before the event so I had no choice but to wear it. I tried contacting customer service several times via online chat and email, and did not receive responses until the day of the event, and even then they were unhelpful. They also do not provide a phone number, so I couldn't actually speak to a real human.

Finally, the day after the event I heard back from a RTR customer service rep who agreed to refund my order in full. I think this was an appropriate response given the frustration of my situation, and am grateful they refunded me.

Overall, when it works, this service can be great and is a good idea, but when it goes wrong, it's very frustrating.

1st time using this service, sounds great. I wish they gave you the items at least a week early. Mine arrived on a Friday night at 6:00 pm for a wedding the next day. Ordered 1 dress in 2 sizes. One was not even close to fitting, even though it was my size. Next size was still tight and it had a big hole on the seam. I requested a return for credit. Shipped back at 9:30 am the next day and then spent 2 hours going from store to store to buy a dress. Still have not received a refund, which i think I should get since the dress was unwearable at no fault of my own. I have left extremely bad feedback but still no response. Have tried numerous times to find out the status of my refund and still no response. Renter Beware - better to just buy a dress.

I ordered a dress in two sizes, months before my event, and NEITHER of them were shipped! They communicated the lack of stock WHILE they were supposed to be shipping, so no time for me to make a substitution though them. (Or to find something on my own.) Their 'stylists' just randomly sent two other dresses. The dresses did not even match the style of my event and my original selection or anything i had favored on the site. Just whatever random dresses they had around, probably the styles no one wants to rent. They didn't even fit. Customer service is no where to be found, even during business hours. The e-mail says, 'just reply if this doesn't work out for a refund' but no one responds. I also tried chat and phone. My 1 star rating of the dresses they sent (for being terribly ugly and poor fitting) never got posted to the site. So all the positive dress reviews you see are all filtered first! They also hide the ability to post reviews on Facebook, so that is a telling sign too. I think I will refute the charge on my credit card, since the products ordered were not delivered. Let the credit card company deal with them.

Update: RTR refunded all but shipping on my purchases and offered a 20% off coupon. It took about 3 days for them to respond. So I updated my review to 3 stars. I would still never use them for an important event. But I was refunded once the dresses were returned.

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 have been a loyal Rent the Runway user since 2015, order several dresses a year for weddings and other events. However, the service this year has been HORRIBLE and they are going way downhill. The last 3 orders they have shipped replacement dresses or accessories because my items aren't available. I understand once in a blue moon that can happen but EVERY time I order these days this happens. It must be disorganization and a lack of inventory on their part. If they do end up shipping the right items, their service with UPS is ALWAYS delayed by at least 1 business day which usually means I'm at the mall the night before weddings/events searching for a dress.

HORRIBLE customer service that never answers their phone or chats. I will NEVER give them my money again - only to then run to the mall and spend hundreds on a last minute dress when my RTR never arrives or is wrong!

The worst customer experience ever in the store. Customer support is extremely unhelpful. Way below the bar for a growing consumer start-up:
-Personnel in the store in NYC pay zero attention to the customers and spend all their time discussing their own staff
-The layout of the store is awful: the sections are not clearly separated between items available for unlimited usage and those that don't. So don't be surprised to figure out during check-out that half of the items you selected are available for an extra fee only and can't be rented as part of the unlimited subscription
-The quality of the items received are often in the bad condition: not properly cleaned and with multiple visual marks
- The app is not working properly and is super confusing to use

Overall, at $170USD/month extremely bad value for money. Wouldn't recommend it to anyone.