Rent The RunwayReviews 657

This company was great a couple of years ago when I first started using it but has grown increasingly unreliable. I have rented four times in the last month and out of those four times I only received the actual item I ordered once. My friend an I both order for the same weekend this time and both of us were told the day before the event that our dresses were not available. In the past if this were to happen someone would call days before and help you pick out something else and explain that this rarely happens. Now it has become the norm and you just get an email, that goes to your junk mail, one day before you are supposed to receive the dress saying it's not available. Then they ship you some random outfit if you don't reply immediately. Not to mention they don't respond to emails for a least two days and if you call you are always on hold for at least 20 minutes before you can speak to anyone.

Ladies, it's not worth the hassle just to be left scrambling the day before your event to find a last minute outfit. Consept is awesome but this company can't follow through.

I ordered 2 dresses using my unlimited plan on a Tuesday morning, and immediately received an email that I would receive the dress on Friday, which was perfect because I was leaving for a cruise on Sunday. 28 hours after I ordered the dresses, I noticed it was still processing and was concerned that they wouldn't arrive in time if they didn't ship out immediately so I called customer support (I would have done online chat, but the weren't available). I was on hold with them for 15 minutes when a rep finally picked up the phone. She looked up my account and said that it looked like there was a problem with one of the items- the belt was missing and they were trying to locate it. I told her that I didn't need the belt, I would use one of my own, and just ship it anyway, i absolutely had to have it by Saturday evening or the package would be sitting on my porch for a week while I was on my cruise. She said that would be fine, she would send a note down to the warehouse saying as much. Today I receive an email saying that due to a 'mechanical issue' they haven't shipped my dresses and I won't receive them until early next week. I've been trying to get a hold of customer service by phone but have now been waiting 34 minutes to talk to a 'stylist'. This is ridiculous and I will be cancelling my subscription and won't recommend them to anyone ever again.

Do not rent a dress from this company. I was hesitant because I was traveling to South Carolina for my daughters graduation. They said not to worry when I called before I ordered stating that there are many places to drop off the dress. The first post office I went to on school campus on Monday the 8th of May told me I could not drop off because I was not a student. She sent me to another location. When I got there I asked the person at the front desk, who instructed me to leave it on the counter with other packages that were already post marked. However, the package was picked up but not scanned until Thursday according to RTR. I even sent my daughters boyfriend there on Wednesday to confirm that there was no package there. Again, he was told the package was taken by UPS. So, now it is my word against theirs. They will not call you, only send an email. It is a sneaky way of making more money. Also, I had ordered another dress at the time I ordered the first one for the following weekend. Once again it had to be to UPS drop box by noon on Monday the 15th. I went to 2 drop boxes Canton and Mansfield MA, both say pick up is at 6pm, that means the dress would be late. So, I went to work and googled another UPS in Attleboro. I had to take time out of my day without pay and go there. The woman at the counter just took the bag, I said no I want a receipt that you are taking it for proof. The experience is horrible.

RTR sent me a a dress that was in terrible condition. It had a patch in the lining and missing the closure hook. The zipper was messed up and the hem was fraying. RTR charged me 200% the retail value after my dress got lost in the mail. It was my mistake, my husband misread the return label and took the dress to USPS instead of UPS. We were in contact with RTR immediately and was told this mistake happens all the time. Well they showed little mercy and charged the 200% retail, $850 in my case. They were very apologetic as they shredded me apart for my mistake. I got a email saying that they received my dress. They are going to continue to rent it out... probably with the bonus patch. This means some unsuspecting customer will be enormously dissatisfied when there order arrives, that is IF it arrives on time. I feel massively taken advantage of right now and have lost so much peace over the last 3 months.

Ordered my dress a couple months ago for my stepdaughters wedding. It was to arrive Thurs for the wedding Saturday. It arrived as scheduled and was absolutely beautiful and fit well. I received many compliments throughout the night on it. I was aware of these poor reviews after I had completed my order, so was quite nervous about whether I would be one of those with and unfortunate experience. I was not, though a young woman at the wedding, after I told her where I got the dress, said her friend, also at the wedding, ordered one but they instead sent a different dress, which she did not wear. I loved wearing the dress I ordered, but not sure if I would order again for fear of having a problem as it seems so many have had lately.

I ordered my prom dress 4 months in advance, and I absolutely loved it. I bought shoes and accessories for it, and then 4 days before the event, I got an email saying the backup size of my dress wasn't available. I was a little frustrated, but I said it's okay and asked them to just send the size that was available and then a backup dress too. A day later, I get an email that even THAT dress isn't available. At this point, it was cutting it real close to my prom. They had sent some alternate dresses, but both looked awful on me and were not the style I wanted. It turned into this huge circus of emailing RTR back and forth until we finally settled on a dress that they actually had in stock. They sent the dress through "priority mail" and it was set to arrive 3 hours before my pre-prom. It didn't. I was waiting in my pajamas until 2, unsure that it would even come at all. The dress itself was nice, but the whole process was not worth it and was unnecessarily anxiety-inducing. They never even gave me a refund! I'd stay away if I were you.

I visited RTR to try on a few dresses for some weddings that I have coming up within the next year. I am not one to LOVE dress shopping, as I am very self conscience about body. I tried it, since I thought that trying on the dresses prior to renting would be best. My personal "stylist" seemed nice, but as soon as she pulled a bunch of random dresses that I didn't like how they looked, she seemed to be extremely disinterested in me and my business. She made me wait while she "finished up her prior client" as I stood in the dressing room with a half zipped dress that I wasn't sure looked good on me. As I shut down dresses that she brought me, she acted as if she was annoyed with me and it made me feel very discouraged about the appointment and I found myself apologizing every time I didn't like how a dress felt. I became extremely upset and decided to just stop trying them on since it was such a terrible experience and I felt so terrible about myself and the whole thing. She completely ignored me and acted as if I didn't exist while I waited for the others in my party to finish trying on their dresses. It was an awful experience and I left in tears! I highly do not recommend this place unless you are the "perfect size 2!"

I used Rent the Runway last year, and had no problems. Sent the dress, perfect condition, etc. This year, I spent $175 on a dress, and got a backup dress in return. RTR did not notify me that the backup dress was being sent, and I would've cancelled my order if I had known. I called customer service, with 30+ minute waits, once I was connected a man answered, said "hold on" and disappeared for 20-30 minutes before I hang up. THIS HAPPENED TO ME THREE TIMES. I got on the online chat, and got an automated chatbot which they called "Tiana." I asked for her to send me a dress, and then she told me they didn't have it in stock. THIS HAPPENED WITH SEVEN DIFFERENT DRESSES I ASKED FOR. I am still trying to figure out what the $#*! I'm going to wear to this event tomorrow. DO NOT USE RENT THE RUNWAY!

I've used RTR for three years now and have never had a problem until this past year. All of my rentals in a 3 month period have been late, damaged, or just never shown up. It is impossible to talk to anyone with their phone system and if no one replies to your emails then you're left in the dark. Not having a rental show up with no explanation, no refund, and no contact is totally unacceptable. I will never use rent the runway again.

I'd like to share my experience with your company, and really highlight how you all managed to make a frustrating experience... infinitely worse. In February, I placed an order for my April wedding - a pair of earrings for the wedding day, and a dress for a party the day before. The day before the rental was supposed to arrive, I received an email letting me know that the earrings were no longer available. Despite the fact that these were the ones I'd worn before and I felt good about wearing in my wedding, I found another pair and ordered them instead. A few hours later, I received another email from your customer service team, letting me know that the dress I'd ordered was not available. The email did not seem to indicate that anyone noticed you'd already cancelled another item on the order. At this point, I called and asked you to cancel the order because I did not see another dress I liked, and I didn't feel comfortable risking another mishap so close to my wedding. As you can imagine - I was a little busy. I asked about any kind of apology over and above a full refund and you said you could give me 15% off my next order - an offer I literally get daily in my email inbox. But, I figured we were done and I would hopefully not be dealing with RTR again for a long time. The next day, I received the replacement dresses you'd already sent and promptly took them to Staples/UPS to send back. I didn't even open the package. The day after that, I received the replacement earrings. I wore them in my wedding. The next day (a Sunday), with my sister in the car with me (if you'd like a witness), I dropped the earrings off at a UPS drop box near my parents' house. Today, I find out that I've been assessed a late fee - $56 on a $15 pair of rental earrings! Which is really pretty amazing when you look at the context of the last week I've had with you all! This has to confirm my experience that nobody on your customer service team is reading through customer history before acting - a process I assume is based on faulty company-wide policy, which you all are responsible for. I would REALLY appreciate that innacurate late fee being refunded, and I would really love for you to delete my credit card info from your system. After years of happy rentals with you all, this week has been unbelievable - the rental changes I understand come with working with a rental company - but the poor customer service is within your control.

I am an international student in the US, finally graduating this year and have my graduation gala tomorrow which is one time thing in my life. My friends and I have been super excited, we have been preparing for it since the gala has a theme. I ordered the dress three weeks ago and accessories as well matched to the theme.

All the accessories arrived on time, however I got an email from RTR saying that the dress is damaged and they will send me new dress... What new dress? Do they know what accessaries I will wear? Do they know which party I am going to? Why are they doing this a day before the most important gala in my life? Plus, the dress is not even arrived! Basically I have no dress now but everything else...

I am super depressed and cannot even go to sleep now... What should I do now?

For 2 months I rented dresses to try for my daughters wedding. I chose the dress, shoes, accessories, everything. I ordered the dress again - even paying for an 8 day rental to be sure it was here and ready. I hear nothing from RTR. The dress arrives - I open the bag and instead of the long, Gray beautiful gown I ordered there is a short, red and blue dress!

I call. They say the dress I reserved in March was damaged and unavailable and so they sent this one instead. No communication with me whatsoever!

Completely irresponsible! A decision and planning that took months dashed and now instead of relaxing before the wedding I'm panicked and shopping for another gown!

NEVER AGAIN!

Horrible company - no honesty, integrity. Contrary to what you may have been taught as a child "I'm sorry" does not fix anything!

I joined unlimited membership, and the first order i put in 3 dresses for my event. After more than a week it's not here. So i want to check tracking but it's not showing, saying it's not available. The i contacted customer service, first one did not say why they never deliver the package, but just told me it's now returned to their warehouse, and she wants to give 40 credits for next month unlimited membership, it's like "sorry you paid 130 for nothing, but next month is only 90 bucks for nothing" what a discount! Then the second customer service, she/he literally end the chat before finish conversation. Then i want to cancel my membership, NOTE there is no way to do it online, you can not even delete your card info. You can only call their customer service. And guess how that turned out? 20 minutes waiting on the phone. So i dialed again and this time i choose to "speak with sales people for placing an new order" to see if they pick up, this time they say the estimated waiting time is within 5 minutes, but after 10 minutes i gave up, because the sales people may want to transfer me to another department that only plays music for you. So overall, waste of money and time. I have to change my credit card number in the end. The only way to prevent future charges.

I ordered 2 different dresses a month in advance for a very important event. Both were available according to the site. Less than 24 hours before my event they sent me 4 different dresses. When I called to find out what was going on they informed me that something was wrong with both of the dresses I ordered and they did not know why I was not notified. So with no time to shop, my event was totally ruin. They offered an apology and a refund and a 50% off coupon for my next order. Sorry, but that's not good enough. I would not recommend them for any important occasion.

Went to check out the new RTR boutique at Neiman Marcus in SF. They explained how RTR works in conjunction with the online system. In theory everything about RTR sounds wonderful! Unfortunately stylists don't really know what they're doing -- They're not really "stylists" vs employees who would run to the back and get you sizes. They didn't offer me any styling advice and actually brought many options that looked terrible for my body type.

Not too many choices in store but was told that shipments come in on Wednesdays so if you want more choice come Thurs/Friday or order online.

Ok. So I decided to order 2 dresses online, 2 weeks ahead of my Saturday night event. The day my shipment is supposed to arrive (Thursday), I get an email at 6:30am saying that unfortunately BOTH dresses that I chose were either returned late or damaged so they wouldn't be sent to me! I was told to choose some new dresses (from whatever they have leftover online) and that they will overnight them for Friday night delivery!

So I went ahead and picked from what $#*!ty last min options they had left. Late that afternoon, I get a call saying 1 of those dresses is no longer available and the other won't arrive to me until Sat 4pm -- my event starts at 5pm!

I asked for a full refund. The gentlemen helping me on the phone didn't sound surprised. I think this is run of the mill for them, but not for me. Never again.

Now I have to get a sitter to watch the baby and go "last minute" dress shopping tomorrow.

Jenny
Hi, I would like to discuss a recent order that was supposed to have arrived yesterday and has still yet not arrived.
Nick M. joined the chat
Nick M.
Hi Jenny
Thank you for chatting with Rent the Runway!
Please provide me with your order number so that I can look into this further.
Jenny
Order # 104XXXXX
I briefly emailed with someone this morning but I never heard back
and now I am noticing that I have received an email from RTR notifying me that they have received my return
Which.....doesn't make sense since I received that email before I even received my dress
Nick M.
It seems that UPS incorrectly sorted the package and returned it back to us.
Jenny
Is this a common occurence?
I'm actually quite disappointed. I had hoped that RTR would alleviate some stress from attending a formal event
and now I am expected in attendnce in 2 hours with nothing to wear...
Nick M.
Sometimes when NJ orders are shipped, the carrier can mistakenly return the order to us. We do certainly apologize for the inconvenience this may cause but a full refund has been processed for your order.
Jenny
This is more than an inconvenience, this is the essence of your service.
I'm highly disappointed as now I am scrambling to find something appropriate last minute
I hope this sort of "Error" is fixed for the future
Nick M.
Again, our sincerest apologies.
Jenny
I work at a company that uses UPS for over 1000 shipments a day and we have never had an item returned by accident
Nick M.
Is there anything else I can help you with?

I have been a RTR Pro member and avid user for at least 3 years now. It used to be great, now it's terrible. Their entire business is built on the premise of delivering clothing for important special occasions and when they repeatedly fail to meet that expectation, it renders their company useless. My (and friend's!) past few rentals have not arrived on time and when you call customer service when you find this out the day before your event, they are rude and basically don't care. They'll offer you an option to pick out a new dress, but since it's so last minute, all of the remaining available dresses in your size are picked over and hideous. When you place an order for a dress at least a month in advance, you expect it to be there. They claim renting is "stress-free." Ha! It has been nothing but stressful. My most recent fiasco involved them canceling my (bridesmaid) dress and having it returned back to them when it was en route to me. WHO DOES THAT? All I did was call to see why my dress was delayed and see what my options are. Next thing I knew it was marked "return to sender" which is apparently irreversible. Now there was absolutely not even a chance that my dress would get to me on time since they stupidly cancelled it! They have cute dresses and it's a great concept, but if you want to be certain you have something to wear for an important day, just buy a dress because you can't trust RTR.