Rent The RunwayReviews 657

I was told over and over to try this service... So... I finally have an upcoming event and I decide to try it. I find a dress (that was $140 for 4 days) order it five weeks in advance.
Buy shoes and accessories for it and the day before it is to arrive (3 days before the event). I receive an email. That I have no dress... WHAT? I can go to the site to see what is still available to ship tomorrow...(6 dresses that for my filter) Ummmm... No thanks... If you have other things in your closet to wear instead then this might work for you. However it did not work for me... I will never use or recommend this service again...

Too long to rant but still waiting for credit for my charges after being texted 3 days before my nephews wedding that my 1st choice of 2 rentals was DAMAGED by previous renter. Sent 3 dresses after website said order didn't go through and had the nerve to CHARGE me! Spent a lot of time accessorizing for a dress that never came. Inexcusable. One alternate dress was sent and couldn't zipper it. Very worn looking. Extremely disappointing. Never again

They make sure to tell you that the dress you want is the LAST ONE and make sure you get it ASAP. It's probably all a lie to put you into a shopping frenzy. Then if you have to cancel an order, even weeks in advance, they charge you 10$ and won't refund your money. Instead it will go to your account for another purchase... NO I want my money back! The dresses never fit right and then you're stuck with a charge. I haven't been happy with the last few dresses I rented and after this last scammy stunt they will never have me as a customer again.

I rented a dress for an event. Asked a friend to drop it back in the mail and they mistakenly took it to the post office and not UPS. I didn't find out that the package hadn't made it back to them until after I was already charged over $100.00 in late fees. Contacted the post office, who advised they remembered the package and that a UPS driver picked it up from them. Called UPS and opened an investigation. Informed Rent the Runway that UPS would only communicate with them since it was their package. One week later, still no resolution. Found out that someone at UPS made a mistake and closed the investigation. Meanwhile, Rent the Runway has not bothered to follow up with UPS at all over the past week. They have halted the late fees until tomorrow, but I'm going to have to dispute the charge and/or cancel my credit card so I don't get hit with over $1,000.00 in late charges. I will NEVER use them again!

After placing my order, I read enough nightmare stories about RTR that I decided to cancel. Even though my order had not been packaged or shipped and there were still 3 weeks until delivery, they not only charged me a $10 cancellation fee they also will only give me RTR credit. This policy is ridiculous. They have effectively ripped me off. I know multiple people who have similar stories with returning merchandise, merchandise being worn, the wrong size etc and being unable to get their money back. Do not use them!

I was an original RTR customer. I have belonged since 2006.

In the beginning it was great. Dresses were shipped with garment bags. Always pressed and clean. Excellent condition. Exchanges, last minute picks and panic about what to wear few and far between.

Around 2014 I started to notice a decline in service. First, second and third choices did it arrive multiple times. Replacements picked by stylists were not done based on preference or style - just size. More and more dresses were arriving late and damaged.

Around this time - and as the service worsened, I noticed a trend of "new" RTR users online. Whining about late fees and being charged for tearing garments. Screaming when the dress didn't fit right (and they didn't call customer service by the evening deadline). I can't help but wonder if their service has declined because their clientele has.

Gone are the women like me who worshipped their rental like Carrie Bradshaw would. Taking great care not to spill wine and rip trains. Making sure my gown was in the drop box the next day, so the next girl in line would be able to have her Cinderella moment too.

Two dresses (not the same dress) were sent to me the day before I was to attend my friends wedding. The dresses were so badly wrinkled. I was irate. I called the company and after 1 guy hung up on me, another lady sent me 2 replacement dresses. The dresses were hideous. They didn't have the original dress I wanted in stock. Needless to say, I had to hurry out and shop for a dress. What I should have just done from the beginning. What a waste of time and money.

It was my understanding the majority of options were available in the unlimited section. I wanted to try this service because I had a couple of weddings to attend and with the discount figured it was worth a try. I already had a list of favorites before I signed up the majority were between the $50-100 range if I were to rent them separately. After I sign up I quickly realize the majority of my likes are not offered in unlimited which was pretty disappointing considering they are on the lower end of the price range. My rentals were great, but the time between picking items and sending them back can take about 6-8 days so you are only looking at about 3 rounds if you are on top of it. One of the items cancelled out of my shipment and I was not even notified I just noticed it disappeared. I enjoyed my rentals, but $150 a month is too much. $100 a month makes sense to me. The thing that really put a bad taste in my mouth about this option was when I first called to cancel they told me I needed to wait for them to receive the items to cancel and be refunded and to call back then. Once I received the email that they had received everything I called to cancel. They said I would receive the refund within 3-5 days. It has been 4 business days and out of curiosity I called them to make sure everything was processed. They said that they had never processed the refund. I guess they don't keep notes in their system because they didn't seem to know that I had ever called before. They told me that I couldn't get a refund until they had received the items and that I must have called before then. I assured them I had called after the items were returned. Basically if you cancel make sure you are refunded because it seems like they may tell you one thing and do another.

The clothing is great quality (of course!), however, $139/month for unlimited is way too steep for their poor customer service, slow processing/shipping time, and low product availability. I would save things in "my hearts" to pick out things for my next shipment, and by the time it was time to choose my next items, they would be no longer available (and that's in a matter of days!) On top of that, if you browse through the website, you may see something you like, but there is a 50/50 shot that they will have it in your size. It's ridiculous.

I had a poor experience towards the END of my first rental period (I reckon they were trying to manipulate me to ensure that I would HAVE to pay for another month). I had placed an order for two new items(I still had one item at home), and for two days, they never shipped or were processed. Two days later, I received an email that they were no longer available, and could order 3 new items to make up for their mistake. By then, it was Thursday, and my billing period was to end the following Wednesday. I was so unhappy with the product availability to begin with and after this experience, I decided to cancel my unlimited monthly subscription. I called and they cancelled my membership but said I would have to ship back the item I still have at home to avoid paying full price and they would email me a UPS tag to ship it back to NJ. I STILL have not received the tag after they said it would take 20 minutes to process.

The product/service received from this company does NOT reflect the monthly payment. Although the quality of the clothing is great, these items are YEARS out of style, and the brands are getting worse... definitely not a sustainable business model. If I were one of the co-owners, I would leave now while they still have their wealth.

I have had multiple issues with Rent the Runway:
1. Dress was sent to the wrong address, did not have it in time and was not able to wear.
2. Ordered the SAME dress in two different sizes (in a size 2 and a size 4); however, they sent two DIFFERENT dresses (one in a size 2 and one in a size 4).
3. Dress ripped immediately after I put it on and I was leaning over to put on my shoes. Understood that this may have been my fault; HOWEVER, I decided to wear the other size provided and the dress ripped in the exact same spot later that night. Therefore, the dress was obviously of poor quality.
4. Returned the dress on time at a UPS location; however, they claimed that they never received the dress and were not helpful at all in understanding the situation or trying to help me track down the dress. I believe this was an issue with the Rent the Runway shipping label. Ended up having to pay full price for both sizes of the dress.

RTR has been OK in the past, but I've found that 1. Their unlimited service is $$ and not worth it. Nothing I ever want is available, and for the price, I can BUY something more current season from the REal Real.
2. Their designers are kid of going downhill. I think seeing Kendal & Kylie handbags on there has sort of sealed the deal for me. I'm to embarrassed to rent anything here again.
3. I can't believe they charge such prices for OLD season items. They are not priced accordingly. There are some dresses on there that are literally from like 2014 and they are still charging $300 per rental. Insane.
Sorry, but their business model just isn't sustainable or appealing to me anymore.

At one point in time Rent the Runway was extremely reliable and the clothes were in good condition. As they've grown service has gone completely down hill. Order was delayed due to UPS and basically there was nothing CS could do about it even after asking for a manager. This was the 2nd time I had placed an order with delayed shipments. The first order after being delayed had a broken neckless and the dress had a small tear on the side. The 2nd shipment was delayed and the previous renter has apparently used double sided tape that had not been cleaned off the dress. Reply disappointed in how this company is falling apart

Do not rent anything from this company without reading the fine print.

I signed up for the unlimited and loved being able to rent clothes and keep for weeks at a time. I recently decided to delete my unlimited subscription and didn't see the note of the date my service was cancelled either because it was never sent or it was lost within all the useless threads of RTR trying to keep me as a customer. Two weeks later I got slammed with over $600 of late fees ($50/day per item) without any notice beforehand my items needed to be returned. Working with their Collections Department now, but what a horrific company preying on customers and taking advantage like that. Never again will I rent anything from them! Truly disgusting business practice and company.

Make sure you understand that their terms of service allow them to charge up to 200% of retail cost if they don't receive your returned dress. Plus, if they sent you a free dress in a different size, they can charge you 200% for that one too. And their late fees are $50 per day. That means that the two dresses and bracelet my sister rented through them cost her over $3,000 in the end because her return package got lost in the mail. A good lesson to always read the fine print. Beware!

Ugh. I've been an unlimited member for the last 6-7 months. While I LOVE getting to wear all the fabulous designer clothes, the hassle and poor customer service of Rent the Runway has become too much to bear. Besides the long wait between shipments (minimum of one week), nearly every order and sometimes twice within one order I receive a note that:

We were notified by our fulfillment center that the XXXX was returned either late or damaged by the previous renter and wont be available in time to fulfill your Unlimited Order # XXXX.

It takes lots of time to choose my items for each shipment. I'm wasting HOURS of my time choosing things that are not actually available, and then DAYS LATER (when really items should have been shipped already), I receive this message.

What I keep asking over and over, that no one can respond to because their customer service is terrible and only replies with canned responses, is WHY ARE ITEMS SHOWING AS AVAILABLE BEFORE THEY'VE BEEN RECEIVED, INSPECTED, AND CLEANED? (I'm also skeptical that all these items have even been received late or damaged, and that they're really just completely disorganized - hard to believe nearly every other item I select comes back late or damaged.)

This is obviously a huge problem. One that I (and many others that I've seen) am willing to leave my membership behind for, as sad as that makes me. So why won't they fix this issue?

As many others have mentioned, they don't go back and read previous interactions with customer service - every message, every time you respond, it's a new person who doesn't know or care about any of your history. The poor customer service is extremely disappointing and completely turns me off.

I'm SO sad to cancel my subscription, because it's been so fun to play dress up in all the amazing clothes, but even with that said, there's just no way it's worth the hassle anymore. And the sheer principle that they don't care about their customers and won't fix the problem is enough for me to say goodbye.

I really look forward to some competitors popping up because I'll miss the clothes!

All these bad reviews are surprising to me! I've been an unlimited member for over a month and haven't had any of these issues with shipping or not getting the dress I chose. Maybe the unlimited is the way to go. For a big event there's no way I'd wait to receive something the day before. But that's just me. My only qualm would be that the dresses aren't "like new" they should pay better attention to them when they are dry cleaning.

Otherwise I love that for $140/month I can have three very nice items that I wouldn't never afford otherwise!