Rent The Runway

I've been an unlimited customer for over 4 years. I was RTR biggest advocate.
Over the years I've received incorrect clothing, I've ordered items that were never sent, I've received items without return shipping slip, I've received clothing with holes, broken zippers, dirty and smelly. BUT all of this was overlooked, because the customer service was always apologetic and professional.
The last straw, was that my package didn't include a return shipping label. (This was the second time in two weeks). I tried sending a message in a chat but the chat was closed. I sent emails which no one answered. The first day that I called there was a hour wait time, so I opted for the call back option.(which I missed, since I received a call 3 hours later). Second day I called again while at work but I had to hang up after 2 hours since it was lunch time. Third day, I skipped lunch and was on hold for over three hours. This is unacceptable. I'm finally cancelling. Hopefully RTR will get some pride back soon.

I have an a horrendous experience with RTR which is so disappointing because I have used several times before and loved it.

Two days before my event they emailed me telling me the dress wouldn't be coming in the mail and I had to reply ASAP or another would be picked and sent. Since the event was 2 days away there was nothing to choose from online. After settling on a dress the SAME thing happened to me 2 weeks later for another event but they sent me the email this time when the dress should have technically already been in the mail.

How a site manages to be so horribly run blows my mind. They should have the decency of calling to let you know of their error and immediately offer to at least refund you 50%.

This time it was too late for the event and instead of letting me know immediately they picked a random dress to send me which was ugly and completely not suitable for the event I was going to. I emailed them back as soon as I received the email and it's already been 12 hours with no response back (during business hours as well).

I refuse to order from them again and would love to find another dress rental site that isn't a sham!

This was the second time I ordered from Rent the Runway in the last 6 months and will probably be the last. The dress was said to be delivered by 8 pm on Thursday for a 4 day rental and it did not show up until 1 pm the next day. RTR did not even acknowledge the fact that it was late. I was out of town for an event and luckily had it shipped to my location. However, I had to rearrange my plans for the day to make sure I got the dress. It caused a lot of unwanted stress.
When I finally got the dress, I noticed that it had a hole. The hole is right along the seam on the right side. This should have been an easy sewing fix if RTR inspects the dresses before shipping them.
I have tried calling RTR (once on Saturday and once today, Monday, 12/4) and have sat on hold for over 15 minutes each time. I had to hang up before getting anyone on the phone. I sent them an email two days ago and have yet to have a response.
My experience in July was great, but this weekend's experience was very unreliable and therefore I will not likely be renting and I will not tell my friends to rent either.

Ordered 2 dresses for 2 different events. First dress I ordered in 2 sizes both a bit larger than what I normally wear b/c of the reviews of the dress online. Both fit BUT the internal slip was made so poorly it bunched in both dresses and looked frumpy. Can't wear either. Also the color on line was a frosty pink and the color in real life was a ugly salmon. Big difference! One event down without a dress.

Dress #2 was portrayed online as having tiny slits on the sleeve like little peep windows, very elegant. The reality? Gaping holes in what would be a 3/4 sleeve normally that flop around as if I have wings. I can't be down 2 dresses right? So I contact RTR about the one dress and then tell them my problem with dress 2 but that I think I can fix it with some garment tape. Also the color for this dress was blue (and listed as blue on the website) and in realit it is gray. It was also badly wrinkled.

Their answer? Well, if I can wear 1 then I can't be refunded for the other and I SHOULD have made 2 separate orders if I had 2 different events... so this is my fault? TERRIBLE way to handle a customer who was trying to make the best of a bad situation. So I should have scrapped both dresses in order to get a refund but no deal, I tried to make it work and it back fired. I'm out $170 without a thing to wear for two events. So disappointing. I wish I had read some of these reviews before I booked this.

I did use this company 2 years back and had a good experience so it is unfortunate that things have gone so downhill for them.

I rented a dress for a black tie event 6 weeks before the event. As the event approached, I received an email my dress was delivered. Come to find out, it was delivered to not only the wrong address but the wrong town. After contacting custom service (waiting for a rep for 40 mins) I was basically told there is no solution. She kept telling me it was delivered... Which wasn't the case. They do not offer overnight service so don't even think about trying to ask... then she told me once the dress is returned to their office, I will receive a refund... Again, the event was in a day and I still had no dress... They proceeded to tell me I would receive 20% off my next order as an apology... I will never order from them again so it is not much of an apology... The dress showed up on my door step 5 days after the event date.

Awful service and rude customer service. As a company who offers 4 day rentals, you should expect things could happen with the shipping and consider offering overnight services...

Never. Again.

To top it all off, 4 other women rented from RTR for the black tie event that weekend and not a single one wore the dress they rented for one reason or another.

I have found that RTR has more customers than clothing, I am very disappointed in the selection of clothing, I will give it 2 stars for ease of sign up and delivery, but no stars for availability

I rented two dresses for my birthday. The second rental was $25 (a special, if the 1st doesn't fit, its a backup) total was $75. They also offer the ability for multiple sizes. The 1st dress I got two sizes, but only one size was available for the second.
The first dress did not fit, in either size. I was disappointed. The second dress did. The policy is if you can't wear the dress (doesn't fit, worn out, etc) contact them, send it back immediately, and they will refund you. I went on the online chat help, explained the problem (not enough... chest area), asked if pinning would affect the garment (she said absolutely do not pin the dress) so I sent it back, both sizes, and got a $50 refund. I wore the second dress (LOOOOVED IT) and sent it back. They send you a little pack of fixers, but all mine had in it was a bra clip, so they said my next order would have a $25 credit on it for the lack of pack and the problems with the dress.

Would DEFINITELY order from again. I have referred friends to the site too. It is smaller sizes though, they don't carry anything over a size 8 last time I checked, never rented their jewelry.

This company must be going out of business because they care less about retaining a customer. Wife ordered a dress for a weekend getaway and they offered her to give her two different sizes of the same dress to try out (part of the scam?). My wife loved the dress and it was valued at ~$350. She put it in the mail the Sunday we returned, on time, and didn't think anything of it. Around a week later, she sees two charges of $700 on her cc from Rent the Runway. Turns out the post office lost the dresses and they charge 200% of the dress value ($50/day up to a week). They did not care at all to work with her to find the dresses. No help at all.

Luckily, the dresses showed up 20 days after the due date and UPS said they found it. It is now with Rent the Runway. Then they try to reach out and say they will accept $1k and call it good... horrible customer service and no way the company lost that amount of money for a dress renting at $20/day.

Advice: You are better off buying the dress you want and then selling it on OfferUp or to one of these companies when you don't need it anymore. Not worth the risk at all.

I joined as an unlimited member last fall and like many of the people on this site, noticed that there were often frequent delays with deliveries. Despite this, I was relatively happy until I stopped receiving delivers after December 23. Originally I thought it was a result of the snowstorm, but then noticed every order would be "sent" from Seacaucus (their distribution center), and then "arrive" at Seacaucus. In other words, all of my order placed after Dec 23 were not being shipped out to me at all. I first wrote 3 emails to RTR. When that didn't work, I attempted the chat option 4 times during the business hours posted. Only one actually worked and then the representative gave me one word answers and wouldn't explain what happened. She simply said that it was a problem with UPS and I'd have to check! What the hell? UPS is deciding to send and receive orders at the same location? I cancelled my membership and I'm never going back. This company is clearly on the verge of some serious logistics issues.

For anyone considering renting from here, this place is a joke. The first time I tried this service, I requested for a red carpet event showed up 8-10 inches SHORTER than described. I asked for a replacement. They didn't have anything in my size and the rep that I spoke with was horrible - I couldn't give her a size to find something for me, so I had to search for possibilities and ask if it was available in my size. They had nothing last minute, so I sized up and received the dress the night before my event. The size up was a f-ing tent and about 15 inches longer than the dress I received initially, and it arrived with pieces missing (belt). I immediately returned the dress the next day per instructions. I received a CREDIT as opposed to a refund! They screwed up twice and issued me a credit?! Like I would ever want to rent from them again after this experience. Apparently, the gal I spoke with the first time who I told the dress was 8-10 inches shorter than described issued my return as "wrong fit," and they won't issue a refund as a wrong fit, so I'm currently fighting this charge. Horrible dresses, horrible customer service, horrible experience (and to top it off, I had to go buy a $500 gown). Worthless.

I'll spare the gory details but suffice to say my first week with unlimited subscription resulted in so much shipping and order mayhem that I was refunded my full monthly price(over $100!) and was given about 7 free rentals to make up for it. Mistakes happen and with some fire on my end I got it taken care of.
Now, the real tea is how subscriptions work for unlimited. Despite the name you can only rent 4 items at a time. Fine, it's in bold print everywhere, no biggie. What they DONT TELL YOU is your selection is EXTREMELY LIMITED. They have separate pots for the same items on reserve md unlimited. So say you like x top in size small. You go to rent it ( you can't rent for future dates on unlimited you can only rent what immediately available to ship) and it says it's unavailable. Then you switch to reserve rental like you're gonna pay per rent and voila! It's magucally available. About 65% of items I try for are not available through unlimited. To boot, they have the nerve to start offering an " extra" spot for $40/ month. So you pay $150 for unlimited to find you can only rent 4 items per time then they try to upscale you for extra spots that you should be getting in first place. Don't bother trying to reach customer service either. It's a joke complete with a consistent two hour. Wait time and a chat " conceierge" that's hardly online.

My experience with RTR was okay right up until I returned my dress. I ordered one dress and returned it for fit. I picked out another dress in the store with the same return date because I was going out of town and I wanted to leave room to get the dress in on time. I handled everything on my end. I received several emails reminding of the date to return the dress and I returned it ahead of schedule. That same afternoon I was charged almost $200 as a late fee. Turns out, when I picked the new dress in store, someone changed my return date. They verified the date with me in store. HOW COULD THEY MESS THAT UP?! I sent an email to collections, called customer service, contacted them on twitter... no one has been able to help me! Conveniently, the collections department does not have a number. The number that customer service provided was a bogus conference line number. All they can offer is apologies when all I need is my d*mn money back!. DO NOT, I repeat... DO NOT rent from these people. One bad customer experience is all that I need. I am thoroughly disgusted.

I NEVER write reviews, but this experience was terrible. I used RTR a few years ago and had a great experience. Customer service was efficient, helpful, and user-friendly. Fast forward to this year and it was a complete 180. I ordered a dress for a gala over a month in advance, RTR emailed me the day before the event saying the dress would be late and would arrive the day of the event. Essentially, if a dress didn't work, I would be screwed and have to go buy one the day of. I called customer service once I received this email and wait times were over an hour. I emailed them with no response and tried calling customer service again multiple times that day (talk about a waste of a Friday)-wait times continued to be 2-over 3 hours. When the dresses arrived on event day, one of them reeked of body odor, but I was able to make one work for the gala. RTR credited my RTR account $30 for the "inconvenience," so I sent another email stating I would like my credit card refunded since I won't be using their service again. This morning (2 weeks later) I finally received a response, they apologized profusely and refunded me 100%. It's a bummer that this company has gone so downhill, as I loved using them before. Save your time, money, and stress and don't use RTR.

I rented this dress weeks before I needed it for the event. I rented it for family photos. My entire family color coordinated their outfits based off of what I was wearing. Unfortunately, the dress never came. The dress was suppose to come on a Friday and when it didn't come late in the evening however, I called and was told it would be delivered the next day (which was the day of the photos). The dress didn't come for hours. I called customer service again (which took over 40 minutes to actually talk to someone) only to be told that the dress was never placed on the truck to be delivered and that it would not be coming. Needless to say, I was extremely disappointment. There was no time to try to find an additional outfit. I spent a lot of money on family pictures and outfits for my family to coordinate with the photos. Therefore, I would recommend always having a backup plan. This was my second experience with RTR and the first experience went extremely well however, after this second negative experience, I likely won't be using them again.

THE WORST EXPERIENCE I'VE EVER HAD WITH ANY COMPANY BAR NONE. I had understood from the copy on their website that a dress could be sent in just a few days. I was trying to rent something for a wedding. I bought a subscription, ordered the dresses, found out once I'd paid that they'd arrive two days after the wedding. I immediately contacted rent the runway and asked for they refund the amount paid minutes before. They flat out refused. All they would do for me was cancel my subscription for the following month. The dresses arrived, two things didn't fit. I sent them back a little late and was charged $563! Lifted right out of my bank account with no warning. Such $#*!s. I dug around their site for a policy and learned that their late fee is $50 a day for a one time rental - which was not my case. I had a subscription that I canceled, If clothing comes back to them a week late, they charge you the full retail amount. So I was charged God knows how much or why, for clothing returned to them. In view of that first chat experience, I have absolutely no doubt they'll keep the money it feels like they stole from me. A sickening, truly disgusting experience. I absolutely plan to escalate.

I'm totally bummed reading the rest of these reviews, as I thought more people might be having the same experience with RTR as I have for the past 18 months. I've been an unlimited customer, and am THRILLED with the customer service I've received over the last year and a half. Yes, it takes some finagling and getting used to in order to be successful in renting pieces for everyday life. Every now and then I'll have a piece that comes that is totally oddly sized, or that may have extra wear and tear. But the RTR team has consistently gone above and beyond to make it right- overnighting me an alternative, or extending monetary concessions for the invenience. I'm a happy customer and would recommend Unlimited to any one who is flexible and adventurous and wanting some pretty clothes to altnerate through their closet!