Rent The Runway

I rented what I thought was going to be the perfect dress for an upcoming wedding... I reserved the dress in MAY, today I was informed that my dress had either been returned late or was damaged, so it would not be available for shipment. Customer service suggested I pick something else out (told me to list 5 dresses I liked and they would ship one) NONE of those dresses were available either.

I have just canceled my order and will not even be attempting to use their service EVER... hopefully I can find something before the wedding this weekend.

DON'T WASTE YOUR TIME!

After ordering two dresses for Holiday parties and supposedly securing them I was informed the night before they were to arrive that they were not available but I could rent others up to two times the rental cost. I quickly and in a panic asked for two others to be told they would for sure arrive "a day later then expected and with a 25% discount". I missed my first party and was just now told I will miss tomorrow too as they don't have the third round of dresses that were to be delivered today. What the heck kind of business does this to working busy professionals with families? Completely undependable. RENT THE RUNWAY IS NOT RELIABLE and YOU WILL NEVER GET WHAT YOU REQUEST.

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.

1. In the few months that I've been an unlimited member they have never once delivered my order on time. It's usually about 3 days late. So you're never going to get the value that you plan to get because there will always be about a week between returning and getting new items. And you can't plan ahead for an event because you can be sure the outfit you want to wear won't make it on time.

2. They have recently started prioritizing the occasional renters over unlimited so there is almost nothing available to unlimited subscribers anymore. The last 6 times I went to the store, I spent time looking for exactly what I wanted, and each time I went to check out nothing I wanted was available to me because they were only open to occasional renters. So you end up renting some ugly $#*! dresses you wouldn't normally ever want to wear because otherwise you're left with nothing.

3. The customer experience is awful. The "help" button on the website is merely decorative because they never respond to emails and they are never available on chat. If you call you'll be on hold for 30+ minutes at any given time. When you want to cancel you're literally going to have to dispute the charge with your credit card after notifying RTR multiple times because they won't respond to you.

I can't wait for a better company to come along and do what RTR set out to do and failed. It's a great idea but they don't value their customers enough to get it right. They should overhaul their entire customer experience team, go back to offering value to their subscribers so the recurring revenue can feed the rest of the operation.

A dress that I rented and was charged for months in advance did not arrive the day it was expected and unfortunately I had to leave the next morning and would not be able to receive the late package.

When I contacted them, they offered a replacement and a refund... or so I thought. So, I requested a replacement dress (one that was sub-par because of course the one I originally ordered was now not available). It was completely their fault and they even admitted to it, but then they refused to offer my refund because they stated I received a replacement dress and I misunderstood the transaction.

So, I was supposed to just eat up the cost and suck it up and get a stupid last minute dress that no one wanted without so much as a credit or refund.

If this is how they operate, I cannot recommend this company to anyone. I am almost in tears about how deceitful and unprofessional this company is. I have rented many times previously from them and had been a loyal customer, but if this is how they treat people who have supported them, they don't deserve your time. Shop somewhere else. Rent somewhere else.

Oh, and P.S... some of their dresses are so very used and look very worn as well.

RTR's cancellation policy reads that if you do not cancel a full 30 days prior to the date you intended to receive your item, you will receive absolutely no refund but instead be given a "store credit." In my opinion, this is not a refund. Moreover, if you do not cancel the order a full 14 days prior to the items arrival, they will not only fail to give you a refund but also withhold about $15 of your store credit for the "late cancellation." This is true even if you initially make the order within that widow in error and immediately call to cancel it. In my particular case, for example, I rented a dress 15 days before an event and within two minutes of ordering realized I had selected the wrong date. The dress I requested was not available on the date I actually needed it, so I had to select another item, which was fine with me & found one the next day; however, because I was now within 14 days of when I originally requested the item's arrival I was also charge a fee for cancellation within 14 days & advised that because all of this occurred within 30 days of the (mistaken) arrival date, I would only receive partial store credit to my account. Needless to say, I will but not be using that credit as I want nothing to do with this company. After googling their predatory policies I see several articles written regarding their poor business practices and sad customer service.

I am leaving this review because after a month of trying it, (2 shipments, 7 dresses) I was not able to wear any of them. The quality of the clothes is really bad. I am not sure if they actually clean them. One of them had a zipper broken, the other 4 were stained (the looked like they were dresses I pulled my great grandma's closet of how yellow they looked) and all of them had a terrible smell. I promise that with the ~$120 you spend with that service you can go to ross and get you WAY better dresses, and still have half the money left. I was so upset because I thought I could use of the items I ordered for my graduation and save me a trip to the store during finals. Instead, the day before my graduation I found myself rushing around town trying to find a dress. I called them to ask for a refund since I could not wear anything, but they were not helpful at all. I asked to speak with a supervisor, first they hang up the phone, called again and they had me waiting to tell me no supervisors were available. What a scam. I gave this company money for free, save yourself the headache!

I heard so much hype about it and I was excited to receive my dress I had ordered one month prior to my brother's wedding. After I placed the order I noticed they offered a free backup size (Cool!) so I emailed to see if I could still add it, the "Stylist" was super responsive and added the backup size free as promised. Fast forward a month later, and a week before the event I get an email that the backup size was not available, no big deal, I was confident my standard size would fit and replied to confirm that the original size would be available. The stylist assured me my original order and size were good to go. Now it's 2 days before my Brother's wedding and I get a second email saying the original order/size is not available! I try not to panic, they tell me I can find another dress and they'll send it. OK. I pick the only other dress that will work (It had to be red and additionally not god-awful ugly) and I send to the rep. Surprise! That one's not available either! So now amidst all of the other things I have to do to prepare for this wedding, and aside from my 11-hour a day job, I have to find a dress (within a 3-hour window mind you, as this is the only time my schedule will allow to even browse a store during normal working hours). The only reason I'm giving two stars is because the reps were responsive in Email and they told me they would refund the full amount. I'm so beyond disappointed!

I went to an event at We Work in Chicago (west loop) and spent time chatting with a stylist about RTR and their unlimited service, which I had been contemplating for some time now. I was never given a verbal expiration date, in fact, when I asked if I had to use it right away the stylist said no it can be activated when you are ready. So I browse the app/website for a week or so to see what I should start with first. After favoriting 100+ items, I was excited to start my trial month, but the code says it is not recognized. I decide to chat with a representative who tells me that the code expired on 11/24. Oddly this was not only not mentioned to me, but I was also told there was not an expiration date and there is not one on the card. This is extremely disappointing. The customer service was less than desired- with a long initial wait time and then a few minuted between each response, only to hear that there is nothing that can be done to help me and a very insincere "sorry" (only mentioned once during the conversation). I get that promo codes have to expire but how is it fair if you don't mention the dates anywhere on the card OR in person? I would have happily entered my card two days prior had I known that it was going to expire. This has been a less than impressive RTR experience, which is sad because I was quite interested in becoming a regular monthly subscriber.

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.

They charged me for a higher membership than I chose and then refused to refund me for it. Didn't even speak to me about it just said nothing can be done

I rented my original dress a month before my event (my brother's wedding). The night before it was slated to arrive, I get an email that something happened, and it wasn't going to arrive and I had 1 hour to pick out something else, or they will just send me a replacement. As I was at work when I received this email, I responded with two emails, asking for help and never received a response. They sent me a dress I didn't like and not at all what I was looking for. I emailed them again expressing my disappointment in their service and received an email back and someone assisted me picking out a new dress. That dress was supposed to arrive by noon on Saturday, the day of the event. On my own, I checked the status Saturday morning and it apparently had changed, and wasn’t going to arrive until Monday. That I didn’t even receive a notice about the change in status, is beyond reprehensible. Further, when I called to find out what happened, their response was oh, we will issue you a full refund. Clearly no one understands customer service over there. Instead, what someone should have done is get on the phone immediately with UPS to find out where it was and see if there was some way to get it to me, because as I found out later, it was in Brockton, only 45 mins from the venue. Even more so, after I was already disappointed in their customer service after the way they handled my order already. Seemingly passing the buck and blaming UPS is a cop out. You should be responsible for your products and service and trying to blame someone else, is childish and bad form.

There's no 0 star option?
Do not use this company. I returned my dress on Sunday May 8, for UPS pick/up on Monday May 9. On Tuesday May 17th, I got an email saying that I was being charged $350 for a late fee. $50/day. I guess they think that the dress should have taken two days to get from Alaska to NY? I replied to *******@renttherunway.com stating that I had returned the dress and I dispute the charge and to please contact me. Then 1 hour later, I got an email saying that the dress had arrived. It's been over 48 hours and no one has returned my emails about the unjust $350 charge. I honestly think the dress was at the facility and no one had checked it in.
When I call Customer Service, conveniently, they have nothing to do with the Collections Department. And you can't call the Collections Department. You can only send email after email with no response. I'm going to dispute the charge with my bank account.
I can't believe there was no warning on this. There was no email a week ago saying, "Hey, we haven't gotten your dress yet, etc". That would have given us both time to investigate it with UPS before charging me $350.
This company is a total scam. It's not worth it.

I ordered this dress for a wedding at 2pm on a Saturday. It was suppose to be delivered on Friday by 8pm, I've had friends use Rent the Runway before so I wasn't nervous... Until I got an email Thursday night that my second size wasn't getting mailed with my original dress. I tracked the package via the email I was sent, the Fed Ex info only said "label created" I contacted Fed Ex AFTER I called Rent the Runway and they told me they would call them and get back to me but never did. Fed Ex told me they had not received the package for shipment. I then had to go out Friday after work and scramble to buy a dress and spend more money then I wanted to but I had no choice. I am extremely disappointed at my experience and I will not be using this company again. Good luck.

I ordered a dress for prom MONTHS before the actual date (May 6th) and I ordered it to be delivered May 4th. On May 3rd I received an email saying that the dress I had ordered in both sizes had been "destroyed" by the previous renter (?) and I would have to pick another dress. The options they had were extremely limited and nothing was useful, so I had to drop everything I was doing to go buy a new dress three days before my prom and cancel my order. This was an extreme inconvenience for me because the dress was something that I should NOT have had to worry about so close to prom. Do not order a dress from here! It is worth the extra money to go to Bloomingdales or a nicer store and have a dress that is guaranteed to be ready for you on the date of your event and something you can get tailored as well. RTR is NOT dependable DO NOT trust them with your money.

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!

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.

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!"