Rent The Runway

This rental arrived with two stains right on the frontal. Chest area of the dress. I emailed Rent The Runway to make them aware that they sent me a damaged item. Because I was at an out of town wedding with no shopping options, I had no choice but to cover the top portion of the dress with a buttoned cardigan. Unfortunately, the top part of this dress is what makes it worth renting. This oversight on the part of Rent The Runway ruined my outfit for this event.

The Support staff told me multiple times "we are so glad you were able to wear the dress". They show no empathy and do not recognize the fact that this oversight on their part ruined my outfit. The best part is that they will not offer any form of a refund. So I get to pay full price for a damaged, stained dress. Will not be relying on this service. Order at your own risk!

Has anyone been able to solve their disputes with RTR? I sent back two dresses and purse on September 20, a day before they were to be postmarked. I hear nothing from them and did totally forgot about the return until I received an email from them on October 14 saying that my dresses had been returned. I thought they were just backed up on returns and it was acting as a reminder to write an email review, but two days later I notice on my credit card that they charged me $424 and $477! I emailed and the response I received was that these were received late! The UPS tracking number shows that the dress package was picked up on October 12, but I was already in Oklahoma and have been since September 20! I have written to their Collections dept, but have not heard back yet. Has anyone been able to have their charges reversed?

The dress I rented as a bridesmaids dress never arrived at my hotel. They told me it was the hotel who refused the dress, but that's very hard to believe knowing that the hotel front desk knew how important this package to me!

I spent my Saturday morning on hold with RTR for 52 minutes before choosing the option for a rep to call me back. I then had to waste the entire day of the wedding looking for a replacement. I didn't hear back from RTR for over six hours from the time they said they'd call me 'right back'. The automated messaging system is a nightmare when you just want to speak with a real person!

Only reason why they got 1 star instead of 0 is because they issued me a quick refund.

This was the most frustrating experience. I signed up for a membership, and tried multiple times to order clothing, but it was never available in my size. It became a huge time suck to try and find items that were available (I'm a 4/6 and s/m... pretty common sizing). I cancelled membership after 2 months of membership fees. No clothing was ever sent (because it was never available). CS was unwilling to communicate or consider a refund. And, when I tried to leave a review on their site, it was "unable to submit" probably because it was a 1 star review. Total scam! Don't waste your time and money.

They charged me $105 for a membership I never used - literally did not have one thing sent to me. They offered to refund me and then never applied the refund. When I contacted customer service they were rude and unhelpful. Be careful about signing up for a membership. They will continuously charge after you cancel. On top of everything the selection, styles, and sizes are horrible.

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.

Not only were most of the items unavailable but they were unreachable, unhelpful, and did not respond to my emails. They charged me even though I cancelled and didn't order the second month because nothing was available. Be careful and do not trust this company!

I was invited to a black tie event out of town. I placed an order for some dresses, jewelry, and a clutch. I even called customer service to make sure I would have it in time. The day it was scheduled to arrive, I waited 2 hours beyond the time I was told it would and finally received an email indicating their was a problem at the warehouse and my product was not shipped. I immediately called customer service and demanded to speak to a manager. I was connected to one and was assured I would have replacement product at my hotel the next day which was the date of the event. The next day about noon, I received a second email indicating that my product would not be shipped. I had just enough time to scurry around the very expensive local shops and find a dress which cost me some money. Two days later, I come home from work and there on my doorstep is the package from Rent the Runway. I called customer service once again and received apologies but no action.

I've been a fan and promoter since the company began, they continue to increase prices without justification. UNLIMITED program started at $49/mo then increased to $100 and now it is $139/mo! I don't see any increase in service to justify the increase in price up to $139. What was once an amazing deal make less sense. There are more competitors creeping up to the level of RTR, and RTR is slipping in what was once stellar quality, customer service and shipping speed. Maybe if they added a 4th item to the subscription, or different priced plans I could stomach it.

I live near their San Francisco space so I do not have to worry about shipping. I went to try on gowns for a black tie I had to attend. I did not have an appointment and customer service was great. The girl really worked hard to help me. I just felt that the gowns were very low quality. I had some Ralph Lauren black label dresses that would be OK for this event but I wanted something different. My dresses were MUCH better quality than anything that they had. Just really cheap stuff. Jewelry was also cheap looking and not very interesting. The idea is GREAT! Quality of merchandise poor. I also looked at some more casual clothes and they have a VERY FEW really interesting pieces and the rest is garbage.

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.

Where's the Versace? Prada? Fendi? Gabbana? Balmain? Givenchy? Dior? Off-white? Heck at least some Moschino? Where are all the popular designers? The only brands available are ones I have NEVER heard of until I joined. You might see a Tory Burch item, or Proenza, def Herve Leger…. But bandage dresses are not the trend anymore… rent the runway will go out of business by the end of 22 if they don't get it together. Who ever picks the clothes for this company needs to be replaced. If I wanted to wear BB Dakota I would just buy it instead of paying for a membership, it cost the same! P

I've rented a few times and honestly have never had an issue with anything I received or in my communications with the company itself. I felt compelled to write a good review because I was shocked how many people seemed to have negative experiences and thought I should even things out a little.

Yes they're going to charge you if you're late. That's stated pretty clearly in their policies. Honestly I'm glad they charge huge late fees if you don't return on time. If you hold the dress longer, that means someone else who was counting on it - didn't get the dress in the size they wanted for their event.

I'm about to rent my 7th order this year. They've saved me tons of money, I get to wear a nicer dress than I could normally afford, and it's a painless process if you just follow the rules. Support has always been great about communicating with me.

I've been using rent the run way for 3 years now, i have to agree with some of the comments here, the site is convenient in terms of not having to purchase a dress for every function, however, once you order a dress make sure is new by looking at how many plp wore the dress in order to get good quality, a part from that, cross your fingers that the dress arrives in good condition, there is no guarantees. All based on luck lately. I believe that there should be some quality control once the dress is received at RTR that someone takes the time to inspect the dress and be able to tell whether this dress should be used again. I think they are washed and re hung for the next customer and not caring whether the dress is in good shape or not, poor business, waste of money for the company as well since they would have to rush or overnite another dress, thats if there is time. Good luck.