Rent The Runway

I had lost nearly 20 pounds, and had worked out for the past year. I am toned and feeling great! I rented a smashing dress to wear out of state for a wedding. I waited all day for the dress. It never came. I saw a UPS sticker on our door at 8:00 pm. Well, we are leaving at 4:00 am so I obviously can't get the dress, In fact, I have NO dress to wear to the wedding and RTR has my money. When I called, the woman offered a promo code for my NEXT order. I did not know whether to laugh or cry. I am seething as I write this. They can not guarantee delivery! I should have purchased a dress for myself. I am flipping through my work dresses. So sad!
Anne Dorsey
Baltimore, MD

Ordered 2 sizes of same Lace dress, package arrived late Friday. Took a look at them Say AM One dress had the inner lining jaggedly cut out at mini skirt ht, the larger dress had the neckline so stretched out it was flapping. I began trying to contact RTR customer service waited on hold over an hr. Wore something else. Continued attempts to contact RTR... on hold each time No one ever can to the "Chat"... days later I found an email address as I hunted through the site. I sent an email with my concern (by this time the dress was returned to RTR)

They answered by email 3 days later and said "no refund/store credit because I failed to contact them within 48 hrs of receiving the dress"! Oh my goodness. No More on this. RTR was great in 2012 no longer

Stay away

In May, I ordered 2 dresses for an event in September. Yes, four months in advance. They simply never arrived, and my email to them (to *******@renttherunway.com) was not responded to for 9 days. NINE. My phone calls to them were met with 3 hour hold times, and despite multiple times of entering my phone number for a call back, I never got one.

They eventually responded, "there was a delay in order handling, we don't know why", refunded my money and were apologetic, and offered me a code for 50% off my next rental. Which went right in the garbage - what's the point of renting a piece if it has a chance of never showing?

I feel terrible for those customers who have been loyal to RtR for years and are getting this type of treatment. At least it was one-and-done, lesson learned for me.

My story sounds the same as the many who did not get the dress they ordered. I ordered a dress 1 month before an event only to get an email 2 days before that the dress was not available. I was offered Any other dress regardless of price so after spending an hour on the phone with a stylist I still had no dress... I picked out 4 additional dresses all of which were not available. I ended up cancelling my order and scrabbling for a dress 1 day before the event. They promised me a refund but so far no credit to mt account, anticipating being on the phone, wasting my time to get a refund... Night mare... Will never try this company again!

I ordered a Dress for Easter that was supposed to be delivered the Friday before - Rent the Runway picked delivery dates. Find out the Saturday before that they can't deliver until Monday due to holiday. Didn't occur to them that the dress was for the holiday. I called and they were like - oh, you won't get it until Monday. I cancelled the order. I hope I get a full refund, based on other reviews - not so sure. Do not use this company - they have no idea what they're doing.

I signed up for RTR monthly cloths subscription. Basically you get four items a month for around $89.00. On my first month the four items I received did not fit. I sent a message to the app asking if there were something I could do. They said I could pick 4 new items and pay a $12.95 shipping fee so I did! I had to return the 4 original items. I dropped the return bag off at a USPS instead of UPS on mistake so the return took an extra 10 days to arrive at there facility. They received the items then charged me $700! They said because it was late they would no longer except the return. I am still in shock! Mind you these were 4 TJ Max quality shirts that didn't even fit! Be carful of this company, as a 1st time customer I was baffled at there tactics. Needless to say I am fighting in every aspect I know how to get my $700 back.

Not only did the dress arrive 16 hours late, but I was never informed that it would be delayed, and when I called to inquire about why it was initially late they assured me it would be there first thing the next morning (it was not) but also cut me off and when I called back was unable to get through. Same thing the next morning when I called. Even though I only was getting use for 2 out of the 4 day rental they only offered a 25% discount. Very disappointed and will not use again.

When you look at RTR online, there is a great selection of beautiful clothes. When you sign up, they are no longer there. My understanding is they show you things that are not available to entice you to sign up. Once I realized this, within minutes of signing up, I reached out to cancel my membership and ask for a refund. Their chat is disabled, their call time is insanely long and the email went un answered. Finally, days later, I got ahold of them and they told me they do not do any refunds even though I had never rented a single thing. Terrible company looking to take advantage of customers through fake products.

I rented from RTR on few occasions, and every time something was wrong with the dress I received! But what do you expect from a glorified drycleaners! Both times the dresses smelled. The second time I rented I did not get the dress I had ordered, but received something completely different then my back up choices. The customer service was horrendous, and I was basically made to feel like I had done something wrong.
This company should really just hang it up! I would much rather go buy something from a reputable dress shop that cares about customer service!
Also, I met someone that had worked in their distribution /dry cleaning center and heard some really scary stories...

I had used Rent the Runway a few years ago for an event and had an okay experience with them. Recently I signed up for their Unlimited service as I had a number of special events coming in the next months. It was without a doubt the worst service and customer service I have ever experienced in my entire life. Total waste of money. They take FOREVER to ship the stuff out, they send the wrong things every time, they never actually fix the mistakes and you end up wasting hours on the phone or emailing back and forth. Long story short, I only got to wear one item for a couple day because the entire rest of the time was wasted on shipping or their mistakes. Save yourself the nightmare and DO NOT waste your money on this trash.