Rent The Runway

I recently discovered RTR and was so excited about it, decided to support women entrepreneur business. Signed up for the $100/month membership and the nightmare begins -

Ordered 3 items. The next day got an email from customer service, saying one item is not available, asking me to choose 4 back-up options. I did. The next day got an email saying that back-up option 1 is not avail, it will automatically go to option 2, by that time I was still okay with it.

BUT - a few hours later got an email saying none of the 4 options are avail anymore and I should choose a new item instead.

Then I checked my order, discovered the other item in my order also disappeared. So now only have one item left that's being shipped to me.

Tried to call customer service, waited online forever, finally someone answers and tells me the other two items are not available anymore. I should choose two new items again.

Such a waste of time and energy.

I gave it a try instead of buying a new dress. First, the customer sevice is poor at it's best. I needed this for a wedding a NY, I had to travel overseas for work for about 2 months and rented in advance (not last minute). The dress arrived 2 days before the event and for my surprise without any excuse they sent me 2 dresses I never ordered citing that the dress I wanted was not available. Non of these dresses were even nice looking, or my size or clean (both had BO). Went personally and return and they well, this can happen. Never again will be cheap and rent a dress. I went to Saks and bought one for about $50 more. Don't use this place it really sucks!

I have many examples - My current order is 'lost' -they continue to charge me. Customer support (especially over email) is dumb. They continue to apologize and charge without actually helping.

I have lost at least 500 extra to RTR over last 6 months, on top of what I should have paid.

RTR unlimited used to be a great deal. It was easy to return items that didn't fit or weren't a good style match, and it was fun to explore new styles from RTR brick-and-mortar stores. The new limited returns each month defeat the purpose of a monthly rental unless you have a specific event coming up that you need several outfits for.

RTR customer service has also been seriously scaled back and is no longer effective. In 2019, I would call and have someone on the line within 10 minutes at most. Now, it's impossible to reach customer service reps by phone or social media, and emails take TWO to THREE days to receive a response -- which, if you have a special event or weekend you want to wear an item for -- completely defeats the purpose of having a customer rep available at all.

Have you ever over washed your jeans and they become faded and dingy? Yea, well that's what they sent me! Whoever put this dress in the bag to be shipped should be embarrassed by the lack of quality they were sending. The dress was supposed to be black but because it was so worn and over washed it looked grey and dingy. The dress retails at $1,200 and the one I received looks like its worth no more than $12. Not to mention, there was a huge stain on the rear of the dress. Every time I rent from them the quality gets worse and worse. Never again.

I have the unlimited membership it takes over a week for them to process an order almost every single time so it completely defeats the purpose of having unlimited to begin with. Orders sit in a pending mode for days never being shipped. Twice now I've ordered something on Monday with hopes of getting it by Friday but nope hasn't even shipped by then. Customer service is also awful in getting answers. Totally not worth the money. So sad wanted to like it but this is the 3rd problem I've had with them in just a few weeks. Save

I have been an unlimited member for about 6 months now. I can't say how frustrating it has been. They place your shipments on a 2 day shipping with USPS but don't be surprised when that never happens. It usually takes more like 7-10 days! The selection is minimal and you are only allowed to take out 3 items at a time. They raised the amount from $99 to $140! With no real added perks ( they say they are expanding the selection) But without perks like guaranteed shipping or being able to return and then rent from a store or increasing the amount of items we can take out this is becoming less and less valuable and more a waste of money. I hope they make big changes to this program I will not be resubscribing until they do.

This company is going down.
It took me almost 2 days to be able to get someone on the phone regarding an order received.
You call they ask you to wait 30 min then 2 h. They never call back.
Also I got charged for late return which was not my fault as the ups package was drop the same day of my renewal.
If the manager dont do anything to improve their services. Le tote and others companies will take over most of their customers. Dont expect to stay in business if you are not ready for growth. This is such a shame for brands in business with this company. It doesnt reflect the excellence of service that most brands would carry with their customers. Shame on you!

RTR sent me a a dress that was in terrible condition. It had a patch in the lining and missing the closure hook. The zipper was messed up and the hem was fraying. RTR charged me 200% the retail value after my dress got lost in the mail. It was my mistake, my husband misread the return label and took the dress to USPS instead of UPS. We were in contact with RTR immediately and was told this mistake happens all the time. Well they showed little mercy and charged the 200% retail, $850 in my case. They were very apologetic as they shredded me apart for my mistake. I got a email saying that they received my dress. They are going to continue to rent it out... probably with the bonus patch. This means some unsuspecting customer will be enormously dissatisfied when there order arrives, that is IF it arrives on time. I feel massively taken advantage of right now and have lost so much peace over the last 3 months.

This might be ok for other functions if you have time to try on etc, but avoid for weddings at all costs if your bridesmaids are not perfect size 2s. Out of 5 bridesmaids, the only one without issues was a size 4, all other girls had horrid fit issues, zipper splitting issues, and honestly just the hassle you do not need to deal with before your big day (especially destination weddings where you can't try on beforehand).

Anyways, awful experience, caused a lot of grief for the wedding, essentially ruined the eve before the wedding as the bride, and all bridesmaids were frantic about what to wear on the next day (in a destination wedding location without much formal gown options).

In the end, 3 bridesmaids had to wear backup dresses, and 1 had to squeeze into a dress which was too tight. (all girls ordered their normal size, and according to the measurement guides provided by the company)

I got this membership as a gift. Customer service advised that my to my four slot turned into nine. Then I got billed twice for one month $45 and then again for $216 when the membership should only be 99 when you chat with a member they cannot do anything for me. It's a total bait and switch plus the clothes came they look like they were crumbled up in the dryer. They were clean but not dry cleaned wrinkly so I canceled my membership. I will never go back.

At 3:05 I went to check out after I had a dress sitting in my cart since 2:45. Surprise! They want to charge $35 (the same cost as the dress) for "overnight" shipping when I requested it a day early. Naturally I called customer service and placed the order over the phone. They had some sort of "exception process" for the overnight shipping fee. The representative charged me for 4 of the same dress! She never once read me the total or anything! I called back and they didn't do anything but make excuses and supposedly refund me 67 + the previous refund for the shipping. Called back a third time and cancelled the order. I DOUBT this will be the last conversation I have with them. Don't waste your time.

I used RTR to rent a dress for a formal event. I booked my dresses almost two months in advance and they told me they were damaged and wouldn't come on time the DAY it was supposed to arrive! Their customer service people were not helpful at all, and only wanted save their asses and didn't really care about the customers at all. They sent a replacement that was absolutely hideous, and only sent me different dresses after I talked to them over three hours combined. Don't give this company a chance- they are irresponsible.

I wish I would have read the reviews before wasting money on this dress scam. I rented a dress last year and it didn't fit, got 2 sizes and one was too big the other too small. They do NOT give you your money back. So they credited me ony 60.00 of the 100.00 I spent. I thought I'd try this again this year same time and again dress didn't fit and looked cheap as did the one from last year, I got the 30.00 pro package and when I called to return the dress, they would only credit me for anything on the website which I saw nothing I wanted to purchase. So I've wasted 160.00 on this website and please ladies read their terms before doing anything because they are basically telling you to take a chance on their merchandise and if if doesn't fit, they have the right to take your money because it says so in their agreement. Further more why take a chance on such a clearly unsure thing. This was a lesson learned, I will tell everyone I know never to use this organization.

I've rented four times. I won't do so again. First time, the dress I rented months in advance was no longer available. They substituted a dress I hated and that was much less expensive. I had to FiGHT for a refund.

The second time things were great!

Third time, the dress was in bad shape. Lots of stains and thread pulls. I sent it back on time and was surprised to see that they tried to charge me a late fee? Thank goodness I had my receipt from UPS.

Fourth time, I reserved a dress months ahead of time for a holiday party. The dress' arms were insanely long and my backup dress was too tight. They overnighted me- at my expense- replacements but by then - as you may know, they've had inventory issues- there were about 4 dresses in my size (4/6 petite). I went with a 6 (zipper was broken) and an 8 (no other choices- was huge!). They offered me 20% off next rental- so I paid $150 for nothing.

I would not use RTR if you are a weird size...

Twice in my first 2 months of unlimited I place an order online and am not notified for TWO days that there is something that wasn't in stock. So instead of receiving my order tomorrow which would've happened had someone immediately notified me so I could pick something else), now I have zero items to wear when I am paying for an "unlimited" monthly subscription. When contacting customer service they make zero effort to keep me as a customer. Bye!

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