Rent The RunwayReviews 657

Horrible company! I was a first time customer and I made a dumb mistake by not switching the label on the bag when I went to return the dresses. So instead of the dresses having the label to go back to rtr it still had my label to come back to me. Anyways UPS then went to type in my address to ship it back to me but instead they missed a number and it went to the wrong address. So I never received the dresses back so I had no idea there was an issue. RTR went ahead and instead of notifying me they charge my card four times for over 400 hundred dollars! They then proceeded to charge me an amount of 700,400,600, and 350. My bank then decided that it was fraud so I then blocked those charges and shut my card down. I went in to my bank to see who was charging these amounts and found out it was RTR. So I called them to figure out what was going on. This was the point I found out about the label and all the craziness! They recieved the dresses back and stated "even though your a new customer your liable for the late fees. So sorry!"

When I started this experience I was so excited that I would get to wear a really nice gown to this black tie wedding I was going to and wouldn't have to pay a crazy amount for it. Looking back... I'd rather just spend the money. My original dress was "lost" and even though the app continued to tell me "it was on the way and arriving on time" I called and found out differently. The first not so gentle-man I talked to told me "well it's past 7pm and if you had called 30 minutes ago, we could have probably helped you" His manager had a better attitude. She told me to pick a new dress and they would overnight it to me, no additional cost. I was pissed and stressed, but fine, they are trying to help. Saturday comes, no dress. The SECOND dress was "stuck in weather." Not to mention that I talked to them at 7:30pm Thursday night, the second dress didnt leave NJ until 9pm Friday night and was supposed to be in SC by noon on Saturday. As a company, you would think they prepare for things like this, right? They would know to mail the overnight orders out asap? And maybe spend the money to hire/train customer service reps that dont say things like "Well if you had called earlier, maybe we could have helped you?" To add salt to the wound, I havent received my refund (4 days later) AND they charged me a late fee for a dress I never received! I can't make this stuff up. I called (again) and they said they would process that refund as well... haven't seen that money yet.

The stress and disappointment of the entire ordeal was SOOOO not worth this. I could have gone to any store, picked out a great dress, paid for it then and there and the employees would most likely even be pleasant as well. Rent the Runway has a great idea but the execution is ALLLL WRONG.

UPS failed to scan my return to RTR on time and Rent the Runway charged me $158 dollars in late fees for 3 days. Despite informing them of the situation early on and insisting the tracking information provided with the original delivery was not showing up on UPS's site --as well as trying to provide RTR with footage from my apartment building proving that UPS picked up the returned items prior to the rental due date,-- I was offered $38.66 as a refund.

I made six phone calls and each one-way conversation (rep just read off of a prompt) ended with the representatives refusing to acknowledge my requests to speak to a manger. One offered to have a manager call me by the end of the business day to discuss my situation further; however, I never received a call. In fact, the next representative I spoke with the following day informed no such request was placed according to her notes.

I will never do business with this company again. Instead of listening to a customer's individual issues, having the reps repeat the same prompt again and again will surely cause the company to lose more loyal customers.

WORST CUSTOMER SERVICE AND CHARGED A TOTAL OF $800 FOR A JUMPSUIT THAT NEVER ARRIVED AND LATE FEES - all the same week! I notified RTW via email after returning from a family emergency. I explained my dad had a heart attack and I had to travel. My apologies RTW wasn't an immediate priority however the customer service rep's response was and I quote "It's your responsibility to notify us and you didn't contact us, not even once, sorry can't help you". I did contact them by email - twice. No response. Even requested account deactivation last week and surprise surprise had to request deactivation yet another time.
UNBELIEVABLE. I will dispute these charges and if I have to take this to court.

I've rented from RTR on more than one occasion. The first time was for a black tie affair in which one of the dresses came damaged. The lace on the dress had a large hole. I was able to wear the second size of the same, which they offer at a discounted price. The second time there was only one dress left in my size, so I took a gamble and only ordered the one. This was for a NYE party. The dress arrived with a large stain on the front, and the ruching had been destroyed and looked like a flat saggy stomach. I had done the 4 day rental, so there was no time for them to send me a second dress, and I had to run around last minute to find something to wear.
I have had other instances where everything was ok, but their quality control stinks, and I won't rent from them again. Really disappointed as I love the premise, but it's too much of a gamble to rely on the quality of their garments.

I joined as an unlimited member last fall and like many of the people on this site, noticed that there were often frequent delays with deliveries. Despite this, I was relatively happy until I stopped receiving delivers after December 23. Originally I thought it was a result of the snowstorm, but then noticed every order would be "sent" from Seacaucus (their distribution center), and then "arrive" at Seacaucus. In other words, all of my order placed after Dec 23 were not being shipped out to me at all. I first wrote 3 emails to RTR. When that didn't work, I attempted the chat option 4 times during the business hours posted. Only one actually worked and then the representative gave me one word answers and wouldn't explain what happened. She simply said that it was a problem with UPS and I'd have to check! What the hell? UPS is deciding to send and receive orders at the same location? I cancelled my membership and I'm never going back. This company is clearly on the verge of some serious logistics issues.

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.

1. In the few months that I've been an unlimited member they have never once delivered my order on time. It's usually about 3 days late. So you're never going to get the value that you plan to get because there will always be about a week between returning and getting new items. And you can't plan ahead for an event because you can be sure the outfit you want to wear won't make it on time.

2. They have recently started prioritizing the occasional renters over unlimited so there is almost nothing available to unlimited subscribers anymore. The last 6 times I went to the store, I spent time looking for exactly what I wanted, and each time I went to check out nothing I wanted was available to me because they were only open to occasional renters. So you end up renting some ugly $#*! dresses you wouldn't normally ever want to wear because otherwise you're left with nothing.

3. The customer experience is awful. The "help" button on the website is merely decorative because they never respond to emails and they are never available on chat. If you call you'll be on hold for 30+ minutes at any given time. When you want to cancel you're literally going to have to dispute the charge with your credit card after notifying RTR multiple times because they won't respond to you.

I can't wait for a better company to come along and do what RTR set out to do and failed. It's a great idea but they don't value their customers enough to get it right. They should overhaul their entire customer experience team, go back to offering value to their subscribers so the recurring revenue can feed the rest of the operation.

My dress was supposed to arrive 12/29 for NYE. It said it was scanned to my city that day but it never came. I couldn't look up further tracking info and it said inclement weather delayed it. A day later... still isn't there so I called and they find out it's "on a trailer in the middle of nowhere SC and the facility is closed so it wont arrive for a week" I mentioned their website policy that says they will overnight a dress if you let them know by 3pm - they refuse to honor it! Said it doesn't apply to the weekend... well the site doesn't say that... all they wanted to do was refund my credit. After further discussion they said I could get 50% off a future order (but I could NOT use my own credit towards that order... wtf?) worst customer service. One job = deliver the dress on time for my event! FAIL.

I'm going on my 5th out of 5 weddings this year. December was a very busy month for me so I decided to Rent the Runway and try their subscription process. I overall, after my experience, would advise you that it is not worth the money. My number one issue was with shipping. This being the holiday season, shipments were ALWAYS late and especially the day of traveling, causing me to have to stay HOURS waiting for a simple shipment before I could leave and destroyed plans that were the whole intent of this shipment. I thought after the first time I would give it another chance and just plan ahead. When customer service seemed to be helping me when I mentioned my experience they didn't even take into consideration to do next day air or arrival by 3 pm. So, instead, I waited until 11:30pm at night to receive my shipment for the last wedding. I completely ruined my night and unfortunately never plan to rent the runway ever again due to lack of clarity and consideration. If you pay for a service, I think the least they could do is ensure you get it first thing the next day? That is quality customer service. Not what they are currently offering.

Upon return, my dresses were two weeks late and assumed lost in the mail and RTR was ready to charge $3,700 to my account to pay for the dresses without notifying me of the charge. Why so much? Because they want 200% of what they bought the dresses for, not just to replace them but also for an "inconvience to other customers". I only had 20 days (at Christmas time) to try and locate the package before the charge hit my card. Nevermind the $50 a day late fees that were piling up on top of that.
The phone reps were very rude anytime I called for assistance and I seemed to be the only one who put in the effort to find those dresses. When I asked what happened if the dresses were returned after the twenty days and I was charged the full amount, the representative couldn't confirm if would get any of my money back and that I could "just keep the dresses". After many days of doing my own investigating, the gowns finally showed back up at the warehouse.
I will complement them on scrapping most of the late fees once the dresses were returned, but that's as far as I will go. This place is a scam and I will NEVER rent from them again. Charging 200% to replace an item is robbery.

After placing an order over 2 months in advance, I received an email the night before delivery (on thursday) saying that the dress was unavailable in my chosen size. They would be sending the backup size and the alternate dress I chose upon ordering. The alternate size was too big, and they sent the backup dress in a size 2, which i would have never chosen because i am not a size 2- but i was told that's the only size they had. So basically, they didn't care that a size 2 wouldn't fit me but sent it anyway. After speaking to someone on thursday and choosing another dress (with very minimal selection because it was so late) in my correct size, i was told it would be overnighted to me (and I'd get it on Friday for my saturday event)- so i did not go out shopping knowing the dress was coming. Email was received on Friday morning that the dress would be coming on MONDAY. 3 days after expected. Now I'm left with ONE day to find a dress and with a one year old, it's almost an impossible feat to get out shopping. I will never use this service and will make sure everyone knows what a nightmare it has been.

Beware, they clearly overbook their rentals. I received an email at 2:30 pm the day before my rental was due to arrive. I was told there was a "quality" issue and I needed to go on the site and choose two replacements and there would be no additional charge BUT I had to choose before 5pm or they'd be choosing a replacement for me so I would "at least have something to wear to my event". Ok, I think, things happen and I'd had a good experience with them on a previous rental. I logon, what is available to me is hideous. Nothing remotely appropriate, nothing classy, everything at bottom of the price range rentals. To top it off, anything I did choose to try and make work was not available in my size, yet these are the only dresses offered as a replacement. I called in. After a 30+ minute wait, the customer service rep was kind but was seeing the same things as I. I asked her to send the backup size in the dress I had ordered, but NO, both sizes apparently had quality issues. Clearly, RTR is getting in inflated business ego and are overbooking their dresses. Then, knowing you will be panicked, they email you a few hours pressuring you to make a selection from the leftovers they've not been able to rent. What a scam! They don't want to refund my money either and keep insisting I have to take the replacement the stylist chooses for me. Mind you, I rented my dress months in advance to ensure there would be no issues.

Never again RTR. I hope another company comes in as your competition because it won't take much customer service on their part to put you out of business.

I rented a dress for my event and received a shirt. Pretty big mistake, right? I called RTR and instead of trying to help the situation and redeem themselves as a company, corrected they didn't even approach acting like humans. Not only will I be charged for my replacement dress as they didn't have the original available, but will be charged for 2 dresses until I return the shirt. At best the worst customer experience I have ever had.

This was the second time I ordered from Rent the Runway in the last 6 months and will probably be the last. The dress was said to be delivered by 8 pm on Thursday for a 4 day rental and it did not show up until 1 pm the next day. RTR did not even acknowledge the fact that it was late. I was out of town for an event and luckily had it shipped to my location. However, I had to rearrange my plans for the day to make sure I got the dress. It caused a lot of unwanted stress.
When I finally got the dress, I noticed that it had a hole. The hole is right along the seam on the right side. This should have been an easy sewing fix if RTR inspects the dresses before shipping them.
I have tried calling RTR (once on Saturday and once today, Monday, 12/4) and have sat on hold for over 15 minutes each time. I had to hang up before getting anyone on the phone. I sent them an email two days ago and have yet to have a response.
My experience in July was great, but this weekend's experience was very unreliable and therefore I will not likely be renting and I will not tell my friends to rent either.