Rent The RunwayReviews 657

I was an unlimited member for last 8 months, within these period my package got returned directly to RTR facility (never reaching me) at-least 2 times a month. Customer service promised me to ship via Fedex but they re-started using UPS within few weeks. As a result, I did not get to wear dresses at-least major part of the time. RTR is not taking any responsibility for this delays and so I am ending my membership. It is waste of time.

A few months ago I placed an order for a dress to wear to a black tie formal wedding in June. I pulled up the dress today to take a look at it again so I could figure out what to wear with it. I have the PRO account and I noticed that opposed to the $115 I paid for it in April, it is not $80 for PRO members. So I contacted them so they could adjust the price and they said prices fluctuate closer to your event date and there was nothing they could do. I think it is completely absurd that their prices fluctuate and that they won't adjust them, especially since I pay extra being a PRO member. Definitely cancelling that after I get this dress (which hopefully I still get) and not using them anymore.

I have the unlimited membership it takes over a week for them to process an order almost every single time so it completely defeats the purpose of having unlimited to begin with. Orders sit in a pending mode for days never being shipped. Twice now I've ordered something on Monday with hopes of getting it by Friday but nope hasn't even shipped by then. Customer service is also awful in getting answers. Totally not worth the money. So sad wanted to like it but this is the 3rd problem I've had with them in just a few weeks. Save

I called yesterday to confirm my dresses were being shipped... for my WEDDING reception. They assured me, "Oh yes, they're being prepared to be shipped tonight." The next day (today), I get an e-mail, "We regret to inform you that NEITHER of your dresses will be shipped." I get this, "we'll ship you these dresses in replace of those" e-mail. If I had wanted those two hideous dresses, I would have ordered them to begin with. Don't waste your time OR your money on this site.

They will NOT be in business much longer. No one could be who operates like this.

Save your money and your energy. Go elsewhere. Please.

I was very skeptical about renting a dress for a wedding I was in, because I'm very curvy and my body is hard to fit well in clothes, not to mention the other 'what-ifs' about renting a dress for a very important occasion. I decided to go for it and I could not have been happier. My dress arrived perfectly on time, it fit like a glove, I looked amazing and it was super easy to return. But the real reason I'm writing this review happened after the event was over. I dropped the bag into the box before noon just like I was supposed to. Several days later I went to check the tracking only to realize I dropped it in the FedEx box when it should have gone in the UPS box. I was freaking out. I contacted RTR and the sales rep was super helpful. She told me to call FedEx and gave me the email to the RTR collections department so I could let them know what happened. I called FedEx, only to find out that UPS picks up packages from their facility once a week (typically on Fridays) and there was nothing I could do about it until then. I emailed the RTR collections department immediately and explained what happened. They responded that they would put a hold on my late fees for 5 days but if it wasn't picked up by then, late fees would begin accruing again. The following Tuesday, I checked the tracking to be sure UPS had picked it up on Friday. They hadn't. I called FedEx again and was told that UPS didn't pick up packages that Friday because Monday was a holiday. (Would have been nice to know that last week!) I emailed RTR again and give them an update. Again, they put my late fees on hold for 5 more days. My dress was finally picked up and returned to RTR and I was charged no late fees! Even though it was completely my mistake, they were willing to work with me and were super friendly the whole time. My experience could not have been better and I can't wait until my next rental!

I've never even rated a website before - but I get so frustrated by this particular site that I've decided to write a review on it. EVERYTHING is slow & the navigation is NOT user friendly. Its such a bummer because I spend a fair amount of money on their services--and have always received not only WONDERFUL customer service, but also have been very happy with their products! I'd spend so much more, if their website didn't frustrate the hell out of me! Its such a great concept and service, that its a shame the website deters me from giving them more business. I hope it improves!

Big event completely sabotaged by RTR not delivering my dress yesterday or today... (they did not call to inform me of THEIR mistake either) they promise to have her by drumroll please... monday! Well the even is saturday that's why I ordered it for friday: ( don't know what Ill wear (semi formal) but I do know that Planned this weekend in advance so I would have to stress and now... I'M STRESSED! Save your sanity and just go buy a dress.

I did Unlimited for two months leading up the my wedding and reception. I loved having options for my showers, bachelorette weekend and a few extra rentals to use at work. I got a ton of compliments on all of my dresses and never had a problem with shipping or lost items. Today I saw that I hadn't cancelled the renewal on time so I was charged (appropriately) for a third month. I was mad at myself for not putting a reminder on my calendar. I called today - three days after my subscription renewed - to cancel my subscription. Not only was it easy to cancel (no questions, no pleas to stay), Steven (the rent the runway rep) even unpromptedly offered to refund the recent renewal - despite the fact that it was my fault for not cancelling on time. Perhaps they are revamping their customer service because my experience runs counter to most of the reviews, but I truly had such a great experience that I felt compelled to find a review site (this one) and leave a reply.

I have been using rent the runway for several months now. At first, there were no issues because I had the Unlimited and so the delivery times and dates were not set in stone. However, twice I have needed items for special events, and went outside of my unlimited package to ensure that the items I wanted would be available and deliver to me prior to the special events. This meant that I would have to pay the rental fee for each item, in addition to the $139 unlimited fee that I was already paying each month. I was willing to do that to make sure that I did receive these items on the dates that I requested them. Twice I tried this, twice Rent-the-Runway FAILED me. There will not be a third time. I am canceling my unlimited membership to them as well as a protest to the poor customer service and "sorry, but there's nothing else we can do" attitude.
Both times I paid extra to rent items, they were not delivered until the due date to return them BACK to RTR. To add insult to injury, I started receiving emails directing me to be sure to return the items (which I had not even received) back by noon, or face a daily late fee!
Of course, after having to panic to run around town to find something suitable to pay full price for to wear to my events at the last minute, and not getting prompt responses to my emails - and, then getting very curt one's later, made for a very memorable few days, and not good memories.
In short, if you don't care when your items arrive and if you don't care about having to return them without even having an opportunity to wear what you rented, then Rent-the-Runway is for you. Otherwise, I would suggest trying a different rental program that hasn't gotten too big to remember that it's the individual customer that keeps customer service companies in business

Same reviews as below. Never received the dresses I ordered and explanation was "this happens with NJ addresses" where items get re-routed back to them before it even gets delivered to the customer. WHAT! It's a "computer glitch" they say. Just plain ridiculous. If they know about it - why not fix it? So they can stop disappointing people and leave them hanging for special events. The worst company ever! And these "stylists" need to have some training in dealing with customers!

I even offered to pick up dresses myself because I was desperate and they said that I can't even do that because the dresses are now in the "return process" which means that they're being checked and dry cleaned! Why would they do that knowing that the dresses were not even delivered. Complete stupidity this company! What a waste of my time!

My daughter used this service to rent a dress for her senior prom. 2 days before the dress was to arrive, she received an email that the dress she ordered was not available as it was not returned or was in poor condition. What? They were terribly sorry, but unfortunately, there was nothing they could do. They could send her a new dress, but so few were available, that we were not willing to risk this. Incredibly stressful day trying to find a dress a few days before the event itself. Horrible business!

I ordered two dresses 1-2 days prior to the date I needed. The first dress was delayed one business date resulting in me not receiving my dress for my event. When I tried to call the 1-800 number, it took me approximately 10 minutes to speak with someone. I was told it was due to high call volume and issues with this time being prom season. As a customer, I think RTR should have been better equipped to handle this high volume situation then.

However the chatting service (spoke to Tiana) and the answering service (spoke to Erica) were helpful in calling UPS to have the dress shipped back to rent the runway so that I didn't have to worry about doing it. They also canceled my second dress order and pro membership, as I didn't feel comfortable with their policies that penalized the customer for canceling shipment within 14 days.

Being a first-time customer, I was given an exception and I would get full refund that would process in 3-5 business days.

Needless to say I will not be using rent the runway in the future, as it is not as they say "stress-free" as advertised.