Rent The RunwayReviews 657

I ordered two dresses for two separate events. Shipment never arrived. I called and requested a full refund. The representative acted as though this happened all the time. She didn't offer to discount a future rental or ANYTHING for service recovery.

The amount of stress I endured having to last minute shop for two dresses was not worth the hassle. I will NEVER rent from them again! I still have not received my refund but will be watching closely for it. There was zero response to my emails. Extremely disappointed in this company!

Late without warning- Late on the Overnight- Wrong sizes- Only 2 of the 3 gowns. Hours on hold.
I ordered two different dresses (one in two sizes) for a total of three dresses to be delivered by 8pm on Friday, December 1st for an out of town event on Saturday, December 2nd. Around 3:30pm, I went to check on my tracking and found that the multiple emails I had received about my December 1 delivery were wrong. My dress would not be delivered until Monday (my return date). I was on hold for 50 minutes before being told it could be over nighted but that I would be getting the same sizes in regular length. Therefore, I presumed three dresses. I was not happy, but I could make it work. The noon deadline was not met. I was frantically in a mall in a city I do not know searching for a new dress. I called and was put on hold again for 48 minutes. I missed a hair appointment. I was in tears. When I spoke to the "stylist" I was told it had been delivered 40 minutes late and that I could find it at my hotel. She informed me of a window that was NOT discussed with my first stylist. My first stylist assured me I would have it by noon. I had now wasted hours and been filled with anxiety and dread due to a second mistake. And had acquired over two hours of phone time with your representatives. 25 dollars in an uber later, I was back at my hotel where I found only two dresses had been delivered. One with a messed up seam, and the other as anticipated, a bit short since my actual order was for a long. I have never been so unhappy with a company which I hear so frequently raved about. The 25% off I received was due to the dress being in my hands for 3/4 days. The 15% off my next order is a slap in the face for the amount of time, anxiety, running around, and in the end being unhappy with only 2/3 of the dresses arriving, one being messed up, and one forcing me to wear flats.

I have been a loyal RTR member since 2009. I was their biggest fan & promoter but I can no longer recommend this business. Beginning about 2 years ago I started having issues with my orders. Items I would reserve would become unavailable 24 hours before my reservation was scheduled to ship and the alternatives select by the stylists were always disappointing. If this was simply a one time thing I could overlook it, however over the last year Ive made 7 reservations and not one has been filled with the dress I reserved. Every single time Ive been told the dress I reserved was returned damage, not just my primary size but the back up size too. I no longer believe this standard explanation. I find it impossible to believe that on 7 different occasions the previous renter returned 2 dresses with significant damage. To make matters worse they ask for alternative options and then somehow those options arent available either. The website continues to show all the dresses with my sizes as available on the dates I need. I have no idea what the real issues are but my guess is they have no clue how to properly manage their inventory. In the past theyve at least offered reasonably good customer service but in my most recent experience even that hasnt been the case. Dont waste your time or money, its no longer worth it.

Had low expectations
Rent the runway didn't meet any of even of the lowest.
I hope potential customers read this.
Customer service is VERY snippy and short. Seem over worked as the 3 times I called I was on hold for over 20 minutes each time. Was promised emails for suggestions that I never got. Website is VERY hard to use when trying to filter choices.
And to try to cancel it took over a month... 3 calls and 2 emails... still not sure im cancelled for good.
Might be good if you just needed something for an occassion... but I have no idea as they was no support to even get that far.
Cost me almost $300 so far for nothing except wasted time and frustration. Never received any items

This company has zero customer service whatsoever! I found out two hours before my dress was supposed to be delivered that it wouldn't make it in time. I was having it shipped to my friends house in Chicago for a wedding. Not only did I sit on hold with Customer Service for over 30 minutes, but she tells me "I'm sorry. If you're in Chicago all we can do is tell you to go to our store and pick something else out." What?!?! Um I have no car and no time for this! I basically refused to get off the phone until they gave me at least a partial refund and agreed to go to the store the next morning (day of the wedding.) Waited over an hour to try and dresses I didn't even like, felt super pressured to rent something else, and it was an even exchange. I didn't end up wearing the exchange and now I can't get in touch with Customer Service again unless I want to sit on hold all freaking day! What a mess! I'm done with this company! I get mistakes happen but they should be fixed without hassle!

First experience with rent the runway. I ordered a dress that was too small. To overnight me the larger size it was going to cost me another $35. That is not what a fit guarantee is to me. The service specialist could not explain any of my options to me. I also hated the dress. I will never use this again. The process was supposed to save me time from shopping and it created days worth of extra work. Worst thing is I am now stuck without a dress for an event tonight.

I've been a RTR customer for many years now and also signed up for their Unlimited service last year. Sadly, it has declined greatly over that time and I am on the verge of cancelling. I'll start off by saying that their unlimited service is slow and highly unpredictable. I selected my new items last Friday for an event I have this upcoming weekend and as of this afternoon (Tuesday) they still haven't shipped. If you contact customer service they just say tough bounce, plan ahead more (mind you, I placed my order over a week in advance of the event).
But the worst incident I had with them was when I rented a dress from their store in Vegas last year. The lady gave me a large padded envelope with a pre-paid return label so I could send it back to them after wearing it. The next day as we were checking out of the hotel the front desk attendant said that he would be happy to mail the package back for me as I did not have time to go searching for a UPS drop box before my flight. I filled out a brief form with the hotel with info about the package. A few weeks later I get an email from RTR stating that my item was returned 5 days late and therefore I was charged a $50 per day late fee--plus sales tax--for a total of $270. As you can imagine I was livid. I called customer service and like always, was told tough bounce. I asked if they could provide me with the tracking number on the package (since I rented in store, I could not see that info in my account on their website) so I could look up when it was shipped. They said they didn't have the tracking number--which is BS because the tracking number is on the package! I then contacted the hotel that had mailed it for me and thankfully, they--unlike RTR apparently-- keep meticulous records and were able to provide me with the tracking number no problem. I searched it online and it turns out that the item was mailed on time (a day early, in fact) but for some reason got caught up at a UPS processing facility for 5 days. I took a screenshot of this and emailed it to RTR as proof that I returned the dress on time and only then did they agree to refund all the late fees.
I love the concept of RTR, but I think as it grows the service has sadly declined drastically.

Rent the Runway- AT YOUR OWN RISK! I have rented from RTR before, but I have always done in-store drop offs. I finally decided to drop my "Le Tote" subscription and upgrade my closet to RTR Unlimited.

Little did I know it would be one of the BIGGEST MISTAKES I have EVER MADE.

I rented 3 articles of clothing, and after I was done- mailed it back. Little did I know you can only mail back via UPS, not USPS.

Because this has happened, RTR is now telling me I am on the hook if for the clothes. I cannot cancel my subscription because I will have to pay for all the clothes immediately.

The issue is that I live in a city, so what happens if in the future I do not recieve my delivery, then I would be LIABLE TO PAY FOR ALL THE CLOTHES AGAIN.

This is a horrible business model. This was my FIRST EXPERIENCE with RTR Unlimited.

Now I have to pay them over $1,000 + my RTR Subscription.

HOrrible service. Not worth it.

THIS COMPANY HAS PUT ME THROUGH HELL. Apparently the return package was mishandled by the carrier I only found out when I was notified by my bank that 350. Dollars had been withdrawn from my account as late fees that's 50. Dollars a day. I finally located the package and personally took it to their secacus wear house. I requested to speak to a supervisor and sat waiting approximately 40 mins when I was approached by a young women who only identified her self by her job title and refuse to give me her full name or any kind of credential. Eventually she Agreed to take the package and refuse to give me a receipt or any type of proof that the dress had been returned. Saying "it wasn't necessary Being that I was recorded by the surveillance camera ". And that someone will contact me later in the day. Well no one contacted me and guess what and attempt to withdraw and additional 50 dollars was reported by my bank. After putting me through all this and having to close my bank account is amazing how easily the can get access to your bank account. I'll have to return again and see if I could speak with someone with a name. SCAM ARTIST.

Like many others here, I had the same horror story. Dresses came at 5 on Friday and I needed to leave Saturday morning. Never got the dresses I ordered nor did they even consult the 2 backup choices I had taken the time to choose! They sent me the ugliest dresses I have ever seen and would never wear. Customer service just kept reading from the script offering to overnight me a dress - like I would trust them to do that since they clearly couldn't even read! Offered me a credit - like I would EVER use them again. Finally agreed to refund me... but haven't seen that yet! The best revenge was going to a gala with hundreds of other women and spreading the word about what a disaster this place is! Word of mouth made them... and now word of mouth will ruin them. Spread the word - NEVER AGAIN!

I have an a horrendous experience with RTR which is so disappointing because I have used several times before and loved it.

Two days before my event they emailed me telling me the dress wouldn't be coming in the mail and I had to reply ASAP or another would be picked and sent. Since the event was 2 days away there was nothing to choose from online. After settling on a dress the SAME thing happened to me 2 weeks later for another event but they sent me the email this time when the dress should have technically already been in the mail.

How a site manages to be so horribly run blows my mind. They should have the decency of calling to let you know of their error and immediately offer to at least refund you 50%.

This time it was too late for the event and instead of letting me know immediately they picked a random dress to send me which was ugly and completely not suitable for the event I was going to. I emailed them back as soon as I received the email and it's already been 12 hours with no response back (during business hours as well).

I refuse to order from them again and would love to find another dress rental site that isn't a sham!

First- they send me the wrong bag. Then I realize that the belt for the jacket is missing. So I call, they are apologetic and offer a $20 credit and to send me something else because that bag that I ordered is no longer available. I make it clear that I am leaving for out of town that next Tuesday. Reassuring me that it will get to me by Monday, I hang up. It is now Monday. The delivery is now set to get to me the day I leave. I call and they offer me $20.

Things happen, but three times? I expect a certain level of service when I'm a paying, first time customer.

I will not be renewing so this $40 credit will be for nothing, just like the nothing I received.

Like many of you, I've been watching this service overtime and have been told it's amazing. So I eventually pulled the trigger and rented a dress for a wedding this weekend. I spent a lot of time looking for the right dress and I was proactive in looking for a dress weeks before the wedding. I found the perfect dress, bought accessories and matched my kids' outfits to my dress. To then find out through an email that the dress was returned and they were asking for a review on how it worked for me the day before it was supposed to arrive at my doorstep?! So I get on the phone with customer service, which by the way was a 30 minute wait, to then find out it was a UPS sortment error and it accidentally was shipped back to them. I have so many problems with this because: 1) Now, I, the customer is screwed and paying the consequence and 2) If it was a UPS error they had plenty of time to let me know that this occurred and to get the package re-shipped out to me in time for my event. But no, someone on the Rent the Runway side thought it was perfectly fine to get a package back the very next day after it was shipped to then put it through "quality control measures" and dry-cleaning. 3) Then just send me an email asking me how my dress fit? Come on, anyone with common sense or company with real quality measures would have realized that there was an error on the UPS side. Even the phone rep could instantly tell me what the error was. The phone rep was very sweet and did her best to recover and send me two other options but at the end of the day they could not get my original size out to me and now I'm stuck with secondhand options. I could've spent all this time searching and troubleshooting (which combined was at least 3 hours) to just buying a dress. So thanks for wasting my time and my money and making this a very stressful situation Rent the Runway.

I fell in love with a dress to wear to a wedding over the summer. A week or so before the event, RTR emails me to say it was no longer available. Well, that's a huge bummer. I guess I will go with a second choice. I then find out that they only have one of my chosen sizes available in my second choice. I am left a few days before the wedding with the uncertainty that I will like this second choice, and if the one size will even fit. They also told me that they had a back-up to my back-up, which was NOTHING like the dresses I wanted and was not my style whatsoever. I wait and wait for the dress to arrive to the point that I am desperately looking out the window for the shipment THE NIGHT before flying out for the wedding. The dress never arrived and last minute I grabbed a dress from my own closet while heading out the door to the airport. They offered to overnight the dress to the location of the wedding, but there was no way I was trusting that to happen. I laughed when they offered me a promo code for my next order. I will never be using this service again. I highly suggest having a solid backup in hand if using RTR!