Rent The RunwayReviews 657

If you're a woman with a normal build, just go shopping. This is a service for emaciated, 5'10" 110 pound models. Their photos only have super thin models wearing the outfits and dresses, and as such, it is hard to tell (EVEN with the "user photos") how something will look on you. But if it doesn't fit, they give you a "credit." "'Basically, it's your fault it doesn't fit, so rent from us again.'"

I will never use this service again.

The unlimited service used to be incredible, shipments were fast, clothing was always available and their CS team was on top of things. Fast forward a few months and that's all gone out the window. The Customer service team is incredibly rude and basically said the delay in shipment was my fault? I've had items shown as available and "shipped" then magically four days later they aren't available. Its such a let down because the idea behind the service is great but their team needs to get it together. I know several other co-workers who stopped using the service due to the exact same problems.

I didn't have a great experience. I rented a wedding dress in May for my August wedding. I was told by customer service that I could come by the store and try it on. I live an hour away from the store, and called to verify if the dress was in store. They said it was, in the size that I ordered. I thought, no problem, I will try it on when I am in the city. Then, I called again and they said they could not verify for me if the dress was in the store, I would have to go in. I ended up visiting the store 5 separate times, to try to get lucky and be able to try on the dress before my wedding. It was never there. Long story short, about a week before the wedding, I still wasn't able to try it on and got nervous and cancelled. I was charged a cancellation fee, and not given a refund. I do have a credit, but only was interested in renting a dress for my wedding, so it's basically useless. Originally, I had thought to save money and rent my wedding dress, but felt like I was mislead on the availability of trying on my dress in store. I would caution people looking to save money on a wedding dress by renting from here to not make my mistake. Buy a pre-owned wedding dress instead and save yourself the headache and stress. I ended up losing over $100.

Twice in my first 2 months of unlimited I place an order online and am not notified for TWO days that there is something that wasn't in stock. So instead of receiving my order tomorrow which would've happened had someone immediately notified me so I could pick something else), now I have zero items to wear when I am paying for an "unlimited" monthly subscription. When contacting customer service they make zero effort to keep me as a customer. Bye!

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Left some money and credit cards on the pockets of the garments that I have rented. Realized it after shipping it back. When I called, my order hasnt returned yet and they said that they will be "red flagging" it for the items that I have mentioned.
Lo and behold, they have received it and I have ordered new items for my unlimited subscription and they still haven't heard from the fulfillment center or wherever they ask the items that got sent back.
So frustrating that this company does not have the security measures for situations like this. I am very disappointed with the way they are handling the situation.

I have been an unlimited member for about a year and while I LOVE the idea (sustainable, never the same dress when going to events, new styles), it honestly has been such a frustrating experience.
1. Preparation/shipping time is horrible. You spend half your month waiting to order and for it to be sent. I've missed my dress multiple times for an important event. I feel like they could try to do something to fix this like when your package is scanned as heading back, let you order.
2. Inventory problem; every single dress I had saved was unavailable for the whole week I was trying to order (we're talking a choice of 40 here... all unavailable). Oh and when I told customer service this, they said "we do not have an inventory problem". Uh, yeah you do, how about a "sorry for the inconvenience we will try to fix it"?
Anyway, I really wish this worked better because I love the idea, but they really need to invest in trying something new (like placing orders once you drop a package).

Ordered 2 dresses for a wedding this weekend but couldn't tell you how they fit because the box won't be making it to my house. After calling yesterday because I NOTICED the box had been sitting in the same place for two days, I was told FedEx lost the package but after more digging and 5 hours on the phone with FedEx, I found out that Rent the Runway never actually sent the package. Somehow my sizes were no longer available in the items I ordered even though they weren't sent to me.

The whole point of this company is to receive clothing during a specific window of time. They can't even do this and refused to compensate me for a CHEAPER dress I had to go out and buy last minute. Horrible customer service. Horrible first experience, and last. If you use this company make sure you have a backup plan. They offer no guarantees.

Ive used rent the runway for years and used to be happy with their customer service. Lately, after several incidents, the quality and customer service has gone downhill and I cancelled my Unlimited membership. First, several of my rentals smelled when I received them. I realize thats a risk of renting - but one dress arrived smelling of body odor and it was not ideal. Second, Ive had several specific rentals (i. E., not unlimited rentals) that I rented for a specific occasion (a wedding, family photo shoot, etc.) that arrived days late - after the event - and RTR never informed me (I had to go look at the tracking information to figure it out). Customer service emails are useless - they go unanswered for days. Their chat feature for customer service is also useless - no one responds half the time. If you can get someone on the phone, theyre often helpful. Id say save your money - dont use RTR and buy clothes instead.

I ordered a formal gown that was a Bagley Mischka($695). And a short dress that was a
ML MONIQUE LHUILLIER($695).
The dresses were made of the same material shown in the pictures, however they were homemade dresses. The formal dress had a zipper that was sewn in crooked and therefore humped out and did not lay straight on my back. I've never bought a dress, much less an expensive designer dress with a crooked zipper.
My husband could even tell it was poor quality.
The short dress was not the same design as the picture with a sheer lace at the waist.
Conclusion: This company has been licensed to duplicate the designer clothing using their own sweat shop. You are NOT getting the designer dress you would purchase at Nordstrom or Neiman Marcus that came from the designer's quality-controlled shop! The result is a garment that is not exactly as pictured and is of poor quality that will not fit as a designer outfit should.
Because I was the MC at the ball I was attending, it was important that I have a dress that wasn't sold locally so as not to have a 'dress twin' at the event. Because of that, I will never use this service again.
I returned the dresses and received a full credit, but wasn't offered anything more.
Great idea that is poorly executed.

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 absolutely agree with the comments above. This website is a DON'T. I ordered four dresses and none of them fit! I was told I could return them within 24 hours and get a replacement. I rushed to the UPS store but did not get a replacement. Instead I got weeks of headaches, emails, and telephone calls with their agents who claimed "there is a glitch" in their system and they can't send me anything. I am seriously debating going to court just to get this business out of the lives of hard-working women. It's an absolute scam.

So, over a month ago I placed my very first (and now LAST) order on RTR. It was for my graduation, so I ordered way ahead of time in order to assure I would have the right dress. Today, four days before my graduation and one day before the order was supposed to arrive, I received an email saying the dress I had ORDERED AND PAID FOR could not arrive when I needed it for whatever reason and they're sorry and I have 6 hours to find a new dress on RTR or they'll just pick one for me. First of all, if I picked out this dress over a month ago, what happened? Why did they wait until the day before it was sent to let me know? And why are they giving me an ultimatum of 6 hours to try and get a new one if they still have the money which I had paid for the dress I wanted? So anyway, I go to pick a new one, there are no styles similar to the dress I was looking for AT ALL, nothing available in my size, since now its the end of May AKA graduation/Wedding/Party/Event season... and I am left with dresses I do not even particularly care for at all. Needless to say, this has really ruined my graduation and I will not be returning to this site ever again. DO NOT USE RTR YOU WILL BE BLINDSIDED!