Rent The RunwayReviews 657

Go Fashionpass if you need to rent clothes. Fashionpass has a slip that comes with the items and their prices if you would like to buy any of the items. Any items you would like to buy you just keep and send back the rest. Once their label is scanned they acknowledge you have returned the items. Unlike Fashionpass, Rent the runway will send you an email with prices if you want to buy the items. You may make a decision on these prices as I did and send back all the items except for the one you want to purchase; however, when you go on their website to cancel the membership the cost of all the items are now substantially increased. I contacted customer service and they said the cost changes based on demand and they cannot make a price adjustment. I explained that I made the choice based on the prices sent in an email to me and this was never explained the prices fluctuate. She also was aware that I had already sent back all the other items so I really had no choice but to pay the ridiculous price for the skirt. I will NEVER ever use fashionpass again and would 10/10 not recommend it to anyone. Use fashion pass, it was a great experience with them in the past and very easy to use.

Awful experience with Rent the Runway and their customer service.
I tried their 10-item plan for $ 99.The quality of the delivery was low - crumpled package, wrinkled clothes (photos attached). They don't look like they were cleaned properly and obviously, I didn't wear any of them.
Another unpleasant experience was with their customer service chat - I tried to reach out to them via the website to clarify the details of my plan, and didn't get any clear responses to my questions - just the robot ones. They don't care if their clients are satisfied or not.
Plus be ready to pay extra fees for everything - if you need an outfit for a specific date, even if you are not on the cheapest plan, they charge extra. If you want a specific outfit and don't want to pay extra, there is a very little chance that it becomes available when you need it, so you end up paying extra to make sure it is. I wouldn't be surprised if some outfits are on website only to showcase and they actually don't have it.
They promise a free pick-up and actually it's a scam. If you schedule it nobody shows up. Make sure to drop off in UPS not to be charged extra.
Don't waste your time and money on RTR.

So many bad reviews here. Rent the Runway is overall ok and I'm very happy I have it! My main complaint is their choice of delivery service (erratic lately) but their customer service listens and helps you when things go wrong. I do have to look long and hard for things that work for me but I'm older and won't wear a mini-anything (unless with tights!) But some of my most fave ever wardrobe items are pricey items from RTR that I wish I would never have to return. (I have the monthly subscription). People seem to love writing bad reviews for whatever reason. Mine is real and honest and I do recommend RTR!

RTR messed up my order. Even though I ordered a dress, backup size and backup dress well in advance, when it cam time to ship, only my backup size was available. The agents solution was "surely we can find another dress" This was unacceptable given it was so close to the event and the dresses that worked were the ones I ordered. I told her to send the backup size and another possible dress. Except she was going to charge full price for the dresses! This is unacceptable. I should have been given a full refund for the whole transaction because I got a dress in a backup size and another that I didn't want. No refund is a horrible solution given the stress this caused! Her response was that I was still receiving a dress and she couldn't send a replacement and a refund. That shows total lack of concern and understanding that I was being charged for two dresses, neither of which were what I wanted and I placed the order early to avoid any stress! RTR was a total failure!

I got this membership as a gift. Customer service advised that my to my four slot turned into nine. Then I got billed twice for one month $45 and then again for $216 when the membership should only be 99 when you chat with a member they cannot do anything for me. It's a total bait and switch plus the clothes came they look like they were crumbled up in the dryer. They were clean but not dry cleaned wrinkly so I canceled my membership. I will never go back.

I have used RTR a few times, not overwhelmed with the quaility and fit of the dresses but since they offer a Pause feature and they typically email you to remind you your about to get charged I thought why not? Well I didn't get an email after my pause ended and they went ahead and charged me $155 for NOTHING. I got no shipment, I had no picks. I emailed their "concierge" and was told, too bad. I'm paraphrasing here but they essentially said we are taking your money and we are not giving you a refund. Even though its 100% obvious we shouldn't keep your money since we gave you NOTHING in return for your $155. I would steer clear of this service, any company that flat out refuses to refund you when no services exchanged hands is obviously out to trick people and make as much $$ as they can using bad business practices. Check out my invoice, for $155 of NOTHING! What a scam.

Terrible experience all around. The clothes were shabby and overused with 2 garments having slight stains and double ironing press lines. These details would not show up in a photograph. The brands I wanted were not available in any of my searches and it took forever just to find something that might work. Those were the shabby garments I refer to above. I returned the items and cancelled my membership, and I completed a survey to say why I was cancelling. RTR says i paused it rather than cancel. I got charged for 2 extra months after the "pause" b/c didn't know their system "paused" me. They would not refund
The charges, and I feel like they are deceptive in the way they handle their business.

I had the middle-tier plan which was for 4 pieces / 2 exchanges. Also, please note I have used RTR twice before and had gotten the hang of their system, which was a little confusing at first. I had rented 4 pieces for the first half of the month and then swapped on March 13th. I returned 3 pieces the next day and selected 3 new pieces to be shipped to me for a special occasion on the 17th. When the 17th rolled around, I realize my order hadn't shipped.

I checked with RTR, and they said it hadn't shipped because I needed to fill one more spot. I was confused, knowing that my plan only included 4 pieces at a time, that was what I selected. They then informed me that there was a brand new feature where they had added an extra spot that month, so now I would have a total of 5, and it doesn't ship until all slots are filled.

Unfortunately, I missed the occasion I needed for and I was leaving the country by the time any shipment could reach me. So now, because of timing, I can't use my swap. I asked for some sort of partial refund since it was THEIR tech add that was outside the normal scope, which caused me to not have my shipment go through. Customer service replied, "I'm afraid that our membership charges are nonrefundable, so I won't be able to refund for part of the plan fee."

To save a few bucks, they've lost a customer for life.

Horrible customer service. If you run into issues with Rent the Runway, they won't help you. Going back to Nordstrom where the customer actually has a voice.

This company is terrible. Zero customer service, a huge headache, and a waste of time and money. I was a member for 5 months. Most rentals are a crap shoot as far as fitting and quality (they send worn out pieces), had to send most back unworn. In the past month I've had to chat with support every time I want to swap. They gave me a free spot, but wouldn't let me swap out under my normal membership until I used the one spot? Why not just give me 5 things instead of 4? Inefficient. Then, they hound me all day at work about my swap not being available for pick up - asking where it is, when it was on the porch and swapped out as planned? And lastly, they gave me a $20 credit for an extra spot, which I took advantage of, only to find out they sneakily changed my whole membership to a 5 item per month instead of just letting me use the extra spot. Customer service was zero help and told me that's how it works. Bait and switch! Here's a coupon, but if you use it - we'll upgrade you and also start charging you more monthly (none of which was disclosed before using the credit). I told her to cancel my account and I was sending it all back. She told me she couldn't, and I'd still be charged, even though it was before my monthly renewal date. Absolutely insane. So many more options ladies! Avoid this company, you'll regret it.

It's actually really sad that I have to write this because I used Rent The Runway for many years. I was one of the first people I knew to hop on the trend, and the quality of the clothes was impeccable, fit well, unlimited swaps, and very clean clothes. When they got rid of the unlimited swaps a year or two ago, that was so incredibly disappointing, but I stuck with it. Only until I realized that the quality started going down and the clothes were not being washed as well. I don't know if it is because they got very popular and cut costs in some areas but the biggest reason of all for me to finally cancel my subscription was that I realized MOTHS were in the clothes and clothing bags. Yes, MOTHS… tiny little bugs that eat clothing, and are near impossible to get rid of once they are in your home. Absolutely disgusting.

Lame company that automatically charges your credit card even after you cancel membership. SCAMMERS wont refund. Lame quality clothes

I know that I have previously talked about this great company Rtr Renttherunway however, I would like to retract my previous praise. Unfortunately, I placed a rental a month in advance for an event I have this evening, and was just informed that they were unable to ship the dress. When I asked why no one notified me, they said that an email was sent two days ago, however, it apparently went to spam. It apparently didn't dawn on anyone to pick up the phone. What horrible customer service. I am now left scrambling to put something together with literal hours until the event. I would not recommend using them unless you have a clear back up plan. Rent The Runway.

Don't rely on the items you ordered to show up. Good luck! I had an order for months and it magically got cancelled 4 days before my event.

I activated a subscription with RTR and was unable to wear any of the dresses (This was September, I ate the $125) I thought I had permanently cancelled my subscription, but they charged my card three months later and refused to refund any money. I never received a reminder or notice that my account would be reinstated. I escalated to management and they refused to refund the subscription fee. $250 for a service I was unable to use initially and never intended to continue using. This company is trash

My suggestion for you don't sign up for this service! Not worth it, they are dishonest company. I cancelled my membership but somehow was still being charged; when I asked for refund/ credit as I never rented any clothe during those times they said no. Simply took my money without giving service! Cancel your o ASAP y'all.

I tried RTR for 2 months and only got to wear 1 pair of pants. They lost my order multiple times and it took weeks before they resolved anything. They delivered it a building a block away. The address is clear and I receive other deliveries. I asked them to refund my money for the month that they messed up since I haven't been able to wear anything and they refused. I even told them that I had picked out outfits to wear on my trip and for events and that I had to go out and buy new outfits at the last minute which was an inconvenience. They still did nothing. I would never recommend RTR and would really caution away from it.

I wish I could give this company 0 stars. I ordered three dresses to rent for a formal event. ONE DAY before my event, I still didnt have my dresses. I had to reach out to the company and ask where my dresses were. They were never delivered. I had to ask the company where they were. They did not reach out to me and let me know there was a problem with my order. Moral of the story, I have an event tomorrow and have 0 formal dresses to wear. DON'T RISK RENTING FOR AN IMPORTANT EVENT!

Wow, RTR, where do I even start! The whole format of the website is a scam, you cruise around looking for things you might rent only the find that item is not available. The quality of the clothing is extremely awful, things have visibly been over worn and need replacing! Additionally, customer service is AWFUL and there is no getting your money back.

I just tried FashionPass and so far they have been amazing! Unlimited rentals a month for good quality high end clothing and quick shipping! I found this code for $50 off your first order: LAURA18K