Rent The Runway

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.

I tried it for a couple of months.

1) Customer service - we can all agree - needs to be scaled and scaled quickly. 2-3 hour wait times will turn many away.

2) have one all-inclusive membership that includes everything (vs. 2) - this way there is no letdown or confusion about which designers can be rented.

3) New RTM: Partner with companies like Stitch Fix or Trunk Club to offer Styling services for those of us who what to rent the runway - but don't have time to spend paging endless styles every week to meet our weekly or bi-weekly quota of shipments. This gets old fast...

I purchased a dress from RTR because it was described as "like new condition." When I received the dress I discovered a small burn hole in the back. I called customer service explaining the hole and that I would like to exchange the dress. The initial CS rep was helpful and asked me to submit photos. No problem. The response I received was basically, it's a final sale so you're out of luck. No mention of exchange even if I had to pay for shipping. I don't know of any other retail establishment that would describe a damaged item as "like new."

Subscribed to their unlimited service as a way to suppliment my work wardrobe. Started off great. Availability was fantastic, and selection was right on. After several months the selection has dropped significantly, definitely not consistent with the seasons. And I can never get my size. Tired of settling and when now I receive those items they are damaged or have the hems hanging out. Ridiculous. Cancelling my subscription. Pass them over.

Ordered four items. All were expensive. All were supposed to arrive today. Just tonight got an email saying that one of the dresses wouldn't be available. This is Wednesday. My event isn't until Saturday. Earrings I ordered are also not available. Women, don't put up with this sort of crappy care. Men wouldn't tolerate this for two minutes. Why are you? Put these jerks out of business so someone responsible can step up and do this properly. I am a 60-year-old physician. Cannot for a minute understand why these folks are still in business. If I had practiced this way, I would have been fired long ago.

I know that I have previously talked about this great company Rtr Renttherunway however, I would like to retract my previous praise. Unfortunately, I placed a rental a month in advance for an event I have this evening, and was just informed that they were unable to ship the dress. When I asked why no one notified me, they said that an email was sent two days ago, however, it apparently went to spam. It apparently didn't dawn on anyone to pick up the phone. What horrible customer service. I am now left scrambling to put something together with literal hours until the event. I would not recommend using them unless you have a clear back up plan. Rent The Runway.

They have fantastic clothes and a neat concept, but I'm appalled by the lack of customer service. Error after error was made on my RTR update membership account (marking items as returned, sending single items and blocking me from others, no response after repeated follow up, credit card didn't process because they used the wrong address, etc. etc.), and it took multiple emails and phone calls to have them offer $20 consolation when they screwed me out of a whole month's worth of clothes.

I'd love to see a competitor option that cares about customer service, and I was sad to cancel my membership but enough was enough! Hopefully they'll get it together in the future, but right now I wouldn't touch them with a 10-ft pole.

I opted for unlimited', excited to mix every day items in with some formal options. Sadly, my orders NEVER arrived on time, meaning I missed every formal occasion I'd planned for.
RTR is a very expensive mistake if you want reliable service. I contacted them immediately every time there was an issue; it's not fun to have to chase someone for fashion, and it didn't help, because my issues were never resolved.
It just became an infuriating experience which was totally unfulfilling. I'd rather spend my money on something fabulous that brings JJ it than be angry at RTR for literally wasting my money. I haven't been able to wear a single dress that I ordered. Horrible service.

Cannot even give it 1 Star. This organization could care less about the customer. Ordered a dress for my daughters Sweet 16 and at 5:00Pm of the day it was to be shipped they sent an email saying it could not be sent due to damage or late return. Do They said it out without cleaning so why didn't they know before 5:00PM of shipment day. Said if we did not get back to them by 7:00 they would pick a different dress. No phone call to ask why we ordered what we did and what might be an acceptable alternative. Hence sent 3 really bad choices not of which can be worn and my daughter now has no dress for her Sweet 16 which is in one day. Do yourself a favor and don't rent the runway cause basically you are renting whatever they choose to send you! Rip Off!

I've called rent the runway 3x over the course of a year. Was promised each time that my membership that I've never used was cancelled. Then proceeded to bill me every month. Lost $1000 to this company. And I'm sure they know what they're doing. Shame on them.

I've been an unlimited subscriber for several years and have loved the service up until a few months ago. They seem to have completely abandoned 2 day shipping both ways but have never alerted us to this change. Clothes take days longer to arrive. Too much of their efforts are being directed to their retail stores and customer service is nearly nonexistent. Phone calls leave you on hold for an hour or more and e-mails take 5 days to a week to be answered. This company used to cater to its members... no more. Renter beware.

I can't say enough great things about Rent The Runway! The selection is fantastic, the shipping is lightening fast and the customer service is five star. Poor Sharifa usually gets my emails, but her response time, professionalism and friendliness are first in class. I typically use Unlimited and have had dresses shipped to different states along the east coast. The longest I've waited is 3 days. I will definitely continue using their services.

The website & email confirmation told me the items would arrive 1-2 days BEFORE my reservation start date but actually the policy is that the items will arrive no later than 10 pm on the start date. They need to make this clear on their website for ppl to pick an earlier start date. They hide this very important piece of information in the FAQ section.

After talking to the chat customer service person, they finally were able to offer a partial refund but only if I return the items within 24 hours of receiving it. Well I'm flying out the morning it's supposed to arrive and wont return for a few days so I wouldn't be able to return it within 24 hours.

Pretty unpleasant interaction with RTR... no wonder they aren't more successful.

The unlimited service used to be incredible, shipments were fast, clothing was always available and their CS team was on top of things. Fast forward a few months and that's all gone out the window. The Customer service team is incredibly rude and basically said the delay in shipment was my fault? I've had items shown as available and "shipped" then magically four days later they aren't available. Its such a let down because the idea behind the service is great but their team needs to get it together. I know several other co-workers who stopped using the service due to the exact same problems.

I rented a dress for my event and received a shirt. Pretty big mistake, right? I called RTR and instead of trying to help the situation and redeem themselves as a company, corrected they didn't even approach acting like humans. Not only will I be charged for my replacement dress as they didn't have the original available, but will be charged for 2 dresses until I return the shirt. At best the worst customer experience I have ever had.

I signed up for the unlimited service to provide workplace options and found shipping to be completely unpredictable. Multiple times I'd confirm shipments only to find items were unavailable causing the available items in my shipment to also be held up. Shipments were often delayed when booked prior to the daily shipping deadline and were occasionally received missing components (ties, belts, etc) or smelling of body odor. Very slow support response time. I've switched to a different clothing rental vendor.