Rent The RunwayReviews 657

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.

Horrible Customer service. I have rented about 5 dresses and accessories from their site... somethimes the dresses looked a little worn, but for the most part and the price i didn't mind. Because they have the rule that if it's not retuned by the 4th day you pay $50/day, I've always made sure to get the dress returned. This last time, I was out of town in a different city during a holiday, so I used a UPS drop box. I finally get a call from rtr 11 days later that they never received the dresses. I have been trying to speak with someone regarding this, i've called UPS to make sure that the UPS number they say was on the package is the correct one, what will happen and I get no response, just we are looking into the matter this has been sent to collections.

My advice to anyone who rents, NEVER use the drop box. Just pay the late free. I'm going to end up paying over $800... fortunately it was a cheaper dress!

Ordered a dress in two sizes to ensure fit for a wedding a month prior to the event. The dress came the night prior and only 1 size was in the box. No one called or emailed me to let me know they did not or could not send the other size. The smaller size they sent was of course too small. I was screwed because some incompetant person did not let me know less than 12 hours before my friends wedding that there was no back up size coming which would have helped now I have no dress and no time to shop for one.

HORRIBLE customer service. Needed a special dress for a National advertising awards banquet. I reserved my dress months in advance. I received an email stating the dress was damaged only AFTER I got a shipping notification that they sent my dress in the back up (smaller) size and a replacement dress. The replacement dress was horrible. It was not anything like the one I wanted and looked like I was wearing someone lingerie. Just awful. When I contacted customer service I got a canned response that they were sorry my dress wasn't available and I could send back the dresses for a full refund. While glad I wasn't out the money, that left me in a HUGE mess, trying to find a dress last minute, 2 days before I had to get on a plane. It's NOT worth the risk. If your dress doesn't fit or is "unavailable" then trying to find something on their site last minute is impossible. Nothing good is available. I will never rent from them again and I would never recommend it to anyone.

I had a dress come late, so it did not arrive in time for the event (UPS delay due to weather). The customer service was very sympathetic and they gave me a refund and a $100 credit for my next dress. Pretty good. The next time the I got two dresses, one looked nice and I used it, the other not so much. I would try it again in the future!

10/25/13: Update, I just saw that they are letting you try on 5 dresses for $50 to see which one is best. When you return the dresses, the $50 goes towards your next purchase. I haven't tried it yet, but pretty sweet!

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.

Love the concept, hate the customer service, questionable product quality.

Concept: Rent a designer dress for 10% of the retail cost.

Customer service experience: Complete disregard on behalf of the company to my 3 attempts to contact them over the course of several weeks (1 voicemail and 2 emails). I had simple questions about the return process. The website gave me incorrect information pertaining to when the return package was supposed to be mailed. Just wanted to clear up any confusion to avoid any additional fees but no such luck.

Product Quality: Dress was clearly worn multiple times and looked very used. Threading was coming out in over a dozen places on the dress. I spent a good 10 minutes trimming the threads and cleaning up the dress before it was wearable. Think it was rented out one too many times and ready to be retired.

Overall: It wasn't an awful experience but I won't be a repeat customer.