Rent The RunwayReviews 657

I would. I had been a customer of RTR for over 7 years. I decided to try out the new Update which is a monthly subscription service. Everything went downhill at that point. When my items came each month, I tried them on and if something didnt fit, I was supposed to contact them within 24 hours. I always contacted them right away so I could get a replacement item. It took them days just to respond back and open up a new slot for me to choose a replacement item. Then it wouldnt ship until at least the next day and I wouldnt receive it for another couple of days which cut into the amount of time I was allowed to have the item. At the end of my month I either had to send stuff back or buy it so I was getting cheated out of days. One month, I was cheated out of an entire week because they were so slow. I also had a lot of issues with items not being available to rent in my size which really limited the things I could get. There were a couple items I never had a chance to rent because every month when my slots opened up, they were already gone in my size.
The Update page on the website said if I put my replacement order in by 3pm ET, they would ship overnight but they actually dont do that (I got 2 different answers from 2 different CSRs). It was almost impossible to get anyone to respond to emails and forget about calling. I was on hold for 45 minutes once and finally had to hang up. The chat never works either. I posted on their Facebook page and got a response within an hour but they still werent helpful. They just repeated the same BS excuses over and over again. When customers are paying a monthly fee for a service, we expect customer service to be available to help when something is wrong, especially when were told to contact them within a certain timeframe. Im not going to give my money to a company that treats their customers like crap. I canceled my Update and my Pro account and will never use them again.

I actually was trying to sign back up for Unlimited! I did unlimited a couple years ago, and was thinking it would be a good time to restart as I have a number of events coming up. At the time, I didn't love how slow the shipping times were. I thought that I got pretty poor bang for my buck. They sold the service as "unlimited" but with more than a week between shipments, the reality was very far from that.

Still, I thought it would be great to restart.

For some reason, my account wasn't letting me purchase the subscription. Every time that I added it to my bag, it would not actually add anything to my bag and take me to the same "try unlimited!" screen. It was a never ending loop. I tried to chat the RTR team but of course the chat was always down, even during the hours they said chat would be available. I tried to call but they were unavailable within, but close to the end of their business hours, so finally I explained the glitch to customer support over email and never received a response. A few days later I followed up and basically said nevermind. If it's going to take days for RTR to respond to an email where I want to buy something I can only imagine the response time when there's a problem. I finally received a response today (over a week later) that didn't address the problem that I was having, told me to do the same thing I had already tried to do, and provided an excuse of "high volume" for the lag in response time.

In the end, I think this company is facing some very severe challenges with their logistics and customer support. It makes much more sense for me to purchase new items for my events or find a better rental service than to waste so much time with RTR!

So I rented a dress recently for my bridal shower. It was supposed to be here in Friday by 8pm. Somehow FedEx screwed up and instead of going from NJ to NY it went to TN. I called the number listed because I didn't want to pay for something I couldn't wear and then pay for late fees returning it. I waited on hold for a little over 20 minutes for someone to talk to. In the end they rerouted the dress back to them and refunded my money without a fight. They also offered to talk to FedEx and have the dressed guaranteed to me by 10am the next morning. I declined due to the fact that I would already be out of town for my shower by then. FedEx even called me to verify if I was home to have it delivered. While the transaction wasn't ideal I would be willing to give them another shot if needed. FedEx on the other hand, not so much.

I have been on hold for over a half hour as I type this. It is my 2nd phone call (another 1/2 hour) trying to get credit for the dress they sent somewhere else. I was told first time they would issure credit but then their follow up email stated they would issue me credit after the dresses were returned (that they never sent me)! I just got off call. THey said they now would issue the credit! Apparently the dresses were on there way back to them from God knows where. Never again!

We ordered this dress well in advance of my daughters prom. We took a special 3-hr trip to the flagship store in NYC to make sure we chose a dress that fit. We checked the account EVERY WEEK for 10 weeks to make sure all was in order. Three days before prom, we checked the account again (mostly to admire the dress) and saw that the dress was now Unavailable for Delivery. THREE DAYS before Prom. Customer service offered to send another dress (or 3 or 4) to make up for the inconvenience but it wouldnt have helped because my daughters frame is so slight, some size 0s dont even fit her. After a river of tears, we were left to go prom dress shopping at the very last minute and pay for expedited alterations. And, in the end, payed three times as much as we had planned with the original rental. Customer service said her best guess was that the dress was damaged by the previous renter. But heres the thing... even the day after we placed this order, the dress was never listed as available online. I am truly wondering if we were duped from the beginning. I would never trust this company again with an important event. I would not recommend their services to anyone.

I had two dresses ordered and was thrilled with the price. I am going to prom and found it unlikely that I would wear my dress more than once, so it would be better to rent. However, I got nervous after reading reviews and decided to go out and buy a different one. I cancelled my order, only to receive a RTR credit that I will never use. I tried to use their 'chat' feature but it has been over half an hour and no one has responded. They claim that "our team typically responds in a few minutes", and will say things like "one moment!" or "shortly", but why? Thirty minutes is not one moment, nor is it a short period of time to answer my yes or no question. I hope I can get my money back because I never plan on using this website.

I scheduled an appointment in January to try on dresses to be the MOH in a wedding. Despite filling out a survey ahead of time, the person helping me had none of my info when I arrived. I found a dress I liked and was told I needed to order a size 6 in the dress I selected.

A month after the appointment, I read other customers' reviews and changed my order to a size 4 with a size 2 backup. The dresses arrived two days before my best friend's wedding in April. They were too big (I had not lost weight since being told I should order a 6) so I opted to pay for a back-up dress to be shipped at my expense. I called RTR per the instructions, was told a 0 was available/it would arrive on the wedding day and that I needed to ship BOTH the 4 and 2 back within 24 hours. This seemed unnecessarily risky so I asked to the 4 back immediately and keep the 2 just in case. I was told that was fine.

THANK GOODNESS I kept the 2! After getting an ORDER CONFIRMATION email that the 0 was on its way, I received a text notification from RTR the next day, while I was at the wedding rehearsal, saying the 0 was no longer available and I should pick another dress. I did not respond because I had myriad other responsibilities and was unwilling to add this to the bride's plate the day before her wedding.

I wore the 2 on the wedding day. While out taking pre-ceremony pictures with the wedding party, my husband texts me to say a package arrived at the hotel from RTR. I have him rush over to the wedding site so I can change dresses only to discover that I have been sent three totally random dresses that are NOT THE SAME COLOR as my bridesmaid dress. All that did was add work and confusion.

I will never use RTR again.

I live near their San Francisco space so I do not have to worry about shipping. I went to try on gowns for a black tie I had to attend. I did not have an appointment and customer service was great. The girl really worked hard to help me. I just felt that the gowns were very low quality. I had some Ralph Lauren black label dresses that would be OK for this event but I wanted something different. My dresses were MUCH better quality than anything that they had. Just really cheap stuff. Jewelry was also cheap looking and not very interesting. The idea is GREAT! Quality of merchandise poor. I also looked at some more casual clothes and they have a VERY FEW really interesting pieces and the rest is garbage.

Ive used unlimited since November 2017 and have never had a problem. The trick is to UPS a few things back yourself so you end up with multiple black bags - that way your rental and shipping is all staggered. Ive never had an issue and have worn 95% of what I order. The clothes smell like dry cleaning when you get them but I spray Fabreeze wrinkle release spray on them and it goes away. I estimate that I rent 8-12 outfits a month - all for the same price TOTAL as what I was spending on Revolve per piece.

I gave them several more opportunities because I have used them for so long. The quality of their clothes gets worse and worse. I've had to order 3 dresses for one event because I know something will be wrong. At that point, just buy a new dress. Their shipping is the worst. If you are traveling, the shipment will not arrive until late the night before even when you order with plenty of time. This leaves you with no time to try on clothes, and replace them or go out and buy new stuff. And then clearly you have to return from where ever you are at to make the cut off. Not worth it anymore.

I am a first month RTR unlimited customer & am canceling! I primarily sign up for the service for office professional attire. Well, RTR has hardly any inventory that is traditional office environment appropriate attire. The very limited inventory they do have is almost never available. Even though I live within the "24 hour delivery zone", it takes minimum 4 days to get shipment from the time i place my order online. And when I do get the shipment, the dry cleaning solvent smell is so strong that even after airing out for a day, I still cannot wear it! And as the other reviewers has said, not all items in their stores are available to Unlimited subscribers. In the 1 month I tried their service, I have only wore 2 dresses, neither of which were conservative or professional enough for the office. The only items I have been able to use for work are the handbags. DO NOT use this service for professional attire. Total scam.

I had used Rent the Runway a few years ago for an event and had an okay experience with them. Recently I signed up for their Unlimited service as I had a number of special events coming in the next months. It was without a doubt the worst service and customer service I have ever experienced in my entire life. Total waste of money. They take FOREVER to ship the stuff out, they send the wrong things every time, they never actually fix the mistakes and you end up wasting hours on the phone or emailing back and forth. Long story short, I only got to wear one item for a couple day because the entire rest of the time was wasted on shipping or their mistakes. Save yourself the nightmare and DO NOT waste your money on this trash.