Rent The RunwayReviews 657

I rented a dress for an upcoming wedding. When the dresses came in the dresses were ripped and stained. I called and explained the situation. The stylist Arturo B helped me select to new dresses to be shipped the following day to the hotel I was staying (wedding was the day after that) I called the hotel and explained everything. The coming day there were no dresses. The dresses were suppose to come by Fedex so I called Fedex and was told they never received the dress. I had been emailing Arturo all day and he replied late in the evening blaming Fedex. I ended up with no dress and no respect for this company.

I rented a dress from Rent the Runway towards the end of June. I returned the dress after I ended up not wearing it. The dress was lossed by UPS and my credit card ened up getting charged over $700.
When me and my mother called to speak with some one at rent the runway she was very rude and not sympathetic. We asked to speak manager and all of them were in meetings how convienet. We asked for the collection phone number but oh wait that department doesnt have a phone number we can contact. I have emailed them several times and they did not respond. Now my card has been charged 200% of retail value. WORSE CUSTOMER SERVICE EXPERIENCE OF MY LIFE!
DO NOT USE

I spent over an hour on the phone because my $30 coupon code for being an invited customer would not work and they clearly had NO idea how to help me. It's 2016. Get a manager and get my discount that I was PROMISED by your company. Oh we can't figure it out so... sorry! WHAT? Please.
And keep in mind the only other negative review I have EVER written online was for a moving company who smashed my $700 TV and literally yelled at me and refused to pay me my $26 insurance check... So it takes a LOT for me to get pissed off. If you want to go to rent the runway you better pray that nothing goes wrong and you actually need any type of customer service.

I rented a dress for my bachelorette party. This was my fourth rental and the second one that wasn't quite as described and I didn't even end up wearing. It was due on 7/3, which was a Sunday and the next day was July 4th. Their policy says to return by 12PM the first business day after a Sunday and/or Holiday in a UPS drop box. I dropped mine in my usual drop box, which I have used for every other return, at 7:30AM. A week later, I suddenly get a $250 charge from RTR. I inquired, sent in pictures, contacted UPS and discovered that UPS had mistakenly left my return in their warehouse and didn't ship it back until 7/11. RTR said that because the dress was late to someone else, they were still going to charge me, no matter what. I complained to their customer service, collections agency and got the same line: "this impacted another customer so we will not refund". I would ask how it was my fault, since UPS was their vendor and it was a UPS error, and I was ignored. This is bad customer service and bad business sense. They are charging me for a UPS error and therefore have lost all of my future business. And I'm disputing this charge through my bank as fraud.

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.

Tried the RTR Unlimited service for an introductory rate for a month. While I still had the last shipment, I canceled the service because I discovered that there's hardly anything that's actually available - a detail you can't see until you've paid the fee. They said I should send that last shipment back by June 1st to avoid any charges. I did just that - shipped it all back on June 1 in their prepaid envelope.

Three and a half weeks later, a charge for over $900 appeared on my credit card without any notice or explanation. When I emailed for an explanation, they said I never returned those items and was charged 70% of their value (the reported TOTAL value on their site was less than $500, but suddenly they were apparently worth triple that amount and $900 supposedly represented 70% of their worth. Unbelievable!).

When I provided them with tracking information and proof that I mailed everything back on the required date. And the package had been received in their facility 2 days later... they simply stopped responding to my emails. Customer Service reps, Collections reps, managers - they all just went silent. I left multiple voicemails, sent countless emails, asking them to do right when it was clearly their mistake... nothing. They just shut down and left the $900 charge on my card.

I had to dispute the transaction with my credit card company to get my money back. To date, they have also stonewalled the Better Business Bureau - with no response whatsoever to the complaint I filed there.

AVOID THIS BUSINESS AT ALL COSTS! And if you still feel compelled to do business with them, hold on to those tracking numbers! Without mine, it would have been my word against theirs and I would never have been able to prove their fraud.

I only gave them a 4 because one dress was not available in a backup size so I went with my jeans size and it was a bit big. I still wore the dress and got many compliments so it wasn't a total flop. I received a courtesy call to see how my first experience was and I was honest... "I didn't fit great" they were sad to hear that and gave me a 50% off my next order. I used that for a dress this weekend and it was perfect. Fit me like a glove. Always in good condition and again, I received many compliments. I upgraded to pro so I can have free shipping in the future. I will absolutely use them again.

I was a returning costumer. I always get 2 sizes of each dress so i can see how they fit. I had 3 dresses for a wedding on beach booked about a month in advance. I had all my accessories, shoes, mani pedi, clutch ready to go. The day before my departure I received an e-mail stating they only have each dress in one of the sizes. The day before I leave! I can't rely on one size. Can't wait to get those pictures of me bursting through a dress or looking like a bag lady! They asked me to choose 5 dresses off their website but they didn't have any of those dresses either. Then they suggested some choices. Horrible! 2 long black dresses for a weeding at the beach in the middle of June!?! No! Use some common sense! I was traveling to the Hamptons that night, NO time to buy a dress. I trusted them to deliver and they did not. I am under so much stress now with no dresses for my 3 day event. Now I have to scramble to find a dress. This company is supposed to be selling convenience and reliability, it delivered the opposite. I WOULD ADVISE YOU A PLAN B, THEY MAY NOT DELIVER. Great site to recommend to your frenemies- thats how much it sucks!

My dress arrived on time but the back up size was not available. So they sent me a similar style dress in the back up size but had a card with the dressses that stated if I didn't like the choice they sent to call and we could change it. So I did just that. Asking to change the dress was a breeze. Customer service was so nice and accomodating. I got 2 sizes of my first choice dress ( which could be double the price I orginally paid). They arrived the next morning by 10am. The dress was perfect! Fit me perfect! And i got nothing but compliments all night long. My event was my brothers wedding.

Beware-thought I'd give this a try for a black tie affair. Got the dresses in a timely manner-the dress had boning in it which was warped and coming through the fabric. Tried the larger size which was in worse shape. Called customer service which was a nightmare-caned answer repeated over and over.
I wanted a refund-they want photos of me in the dress showing how warped the boning is before they'll issue a refund. I'm a liar? Insulting.
Do yourself a favor-go buy a dress or borrow one from a friend!

Be warned - the unlimited service is the worst! Before paying I scrolled through the unlimited options to make sure there were things I liked but unfortunately they don't show you what's actually available at a given time, just what is hypothetically available. As soon as I paid and created an account I realized that none of the dresses I wanted to try were actually available in any size close to mine and some disappeared altogether. I understand that you're not always going to get your first choice with a service like this, but the lack of options in my size was really disappointing. The website is counter intuitive to what you'd like to be able to do (like maybe make a list of the choices you're considering before you pick your final three) and the shipping/exchange is incredibly slow! It took a full 8 days to ship back my items, get the email to select 3 new items (which I did immediately when I received the email), and then receive those 3 items. When you're paying on a monthly basis it's not a great value to be without anything for 8 days every time you want to exchange. It's also hard to know how things will fit so I ended up feeling like I was paying to try clothes on and exchange them - I never actually ended up wearing anything during the month I tried it out. Worst of all though every piece of clothing I received was musty and unfresh. While they claim they dry clean everything, I wonder how thorough of a job they do. My final straw came when one dress I ordered smelled so strongly of BO that I gagged before even taking it out of the plastic bag. I immediately contacted their customer service and was told that they could ship me a replacement (not of the actual dress that I had liked and ordered, but a different one of the currently available options) but that they could not expedite it which meant no chance of me receiving the replacement in time for the trip I was going on which was the whole reason I'd signed up for the service in the first place. Really disappointing and a total waste of money!

I wanted to rent a dress for an upcoming black tie wedding so decided to give the site a try. I saw the unlimited option was $139 a month so I figured I would do two rounds of rentals. One of fun dresses first, followed by the dress for the wedding second. I had three dresses I loved for the wedding. I checked and confirmed all showed available for rent on unlimited. So I signed up. I ordered and received my first order. Two of the three items looked very worn but weren't damaged - nonetheless I chose not to wear them. I wore the blazer once and returned it along with the other items. The return is free but takes a long time. Rent the runway acknowledged tracking of the items but wouldn't allow me to order my next shipment for over a week. So unlimited really is 2 or maybe 3 at most orders in a month with their delay in allowing reordering.

I still figured - OK - I did this for the black tie dresses. I kept trying to order any of the three and none were available. Yet all were available for an additional cost through the 4-8 day orders. I called customer service and asked why none of the three were available and was told that for someone to rent something "unlimited" it needs to have no future reservations and that all three of my desired dresses had reservations for the 4-8 day shipment months out. I asked them if I could rent them for 4-8 days (promising to have them back) under my "unlimited" option and the customer service rep said no. Really? So the more popular items aren't available under unlimited if anyone has them reserved at any point in the future even if you commit to returning them (in my case my favorite was reserved 4 months out and they wouldn't let me rent it now). Total waste of $139!

Despite having used RTR and being an unlimited member, I received the worst customer service when I notified them that they sent me the wrong dress and size. I was told the dress I ordered had been damaged and the stylist chose a replacement for me without notifying me. I ordered a ball gown for a formal event for someone with a baby bump and my "replacement" was reminiscent of something Julia Roberts would have worn in Pretty Woman. I was basically told it was my fault for not checking the dress immediately when received. And then spoke to a manager who was flat out rude. Will be cancelling my unlimited membership and never using this service again. Very disappointed and would advise others to avoid this service if they actually want the dress they pick out and pay for.

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 am honestly surprised by all of these negative reviews. I have used RTR three times for events, and I have just signed up for their unlimited service ($139/month plus tax). All of my individual rental experiences were great. The dresses arrived on time, they were good quality, and I loved that I could choose a backup size. I signed up for unlimited last week, and it has been great so far. I selected my first group of items on Friday morning and had them in hand Saturday afternoon. I mailed them back Monday morning, and I've already received an email that it's time for me to make my next selections (today is Tuesday), which will likely arrive tomorrow (Wednesday). I do live in NYC, so my deliveries are done by courier, and I return items through UPS to a receiving facility that is nearby in NJ. Maybe the delivery times vary depending on how close you are to a delivery facility. And it is true that the Unlimited selections are more limited because items are constantly being rented and returned by other customers. I wish there were some way to queue up for items I really want if they are not currently available, but I understand they cannot guarantee something will be available at any given time since they let customers keep items for as long as they want. But even with those limitations, this service has been great so far. I love being able to try so many new things since I am a person who gets bored with something after I've worn it a couple of times. This is a great way to expand my wardrobe and to give me access to special / standout pieces that I wouldn't necessarily want to spend a ton of money on to wear only a few times.

This was my first RTR experience online. At first I was slightly impressed b/c I ordered for a Saturday delivery and it came Friday night. However, I ordered 2 sizes- neither fit, and the dresses smelled really funky. I immediately contacted the site for a credit and they said to affix the pre-printed label, and that I had to have it into UPS to be delivered by Sunday. Did just that. Turns out- it wasn't delivered back to them until TUESDAY bc that's what the pre-printed label they provided had written on it. No one informed me that I would have to have UPS re-print a label, and/or possibly pay extra to send it back. A rep told me, "Sorry, it wasn't delivered by Sunday so no store credit." The policy is extremely misleading. I will never use RTR again. Save your money and spend the $100+ on a dress that you can buy on sale at Lord & Taylor or Macys that you can actually keep.