Rent The Runway

Love the idea around sustainability, price point and value. The app seems convenient too, and it has a great feature to help you determine the fit from other people's reviews. It's just that it has so many bugs, the returns (although UPS) take like 6 business days to process, and the customer service blows. It makes renting what you see difficult and what they promise to deliver not really come to fruition. My guess is that subscriptions will not be long term given the time lost with customer service, the poor service, and extra costs around the kinks.

I really wanted this to work out. I love the idea of renting or borrowing clothes instead of purchasing them. But their company is just an all-out mess and it's too frustrating to be worth it. I did a one-month trial subscription and they lost TWO packages and tried to charge me $600 for clothes I had already returned. The same dress arrived damaged, twice. Their customer service department is constantly asking to confirm the same information over and over, you spend half the time confirming stuff--which they clearly don't bother to do on their end since they keep losing stuff.
Not only that, but the clothes were all the same style and awful. Puffy-sleeved peasant blouses and crop tops--that's it. Apparently your only options in 2022 are "1970s disco" or "I just stepped off the covered wagon." Every piece I tried had a super short torso.
Just not a winner, all over.

In general, I like the concept of renting clothes, but beware of certain practices of RTR that you may not be aware of. 1) Their cloth shipping bags are filthy. They attract a ton of dirt that you are bringing into your home, and often they are full of moths. I had a moth infestation that destroyed my expensive wool rug plus a closet full of cashmere sweaters. RTR was not responsible because I couldn't prove the moths were theirs. They offered me no compensation whatsoever. 2) I tried posting this incident online, but RTR pays many review sites, so they take down bad reviews from Yelp and other sites. When you see their high ratings, it is because they delete the bad ones. 3) Often they delay shipments when they think you are renting too muh. I have the unlimited plan, which should mean I get unlimited access to clothes. Now they are delaying unlimited shipments so that you will upgrade your account for an additional $39 and get 5 items. To delay shipments so you have no choice but upgrade. 4) Their customer service is horrible. They are simply responsible for nothing.

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.

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.

I was so excited to try this service out, but ended up being disappointed in the product selection and customer service and cancelled after 2 months. I signed up a month before a wedding in hopes of finding a wedding guest dress. There were a few items in my size and maybe 10 new dresses were added within that month, despite the fact that RTR prides themselves on new items daily. I ended up NOT getting a dress for my special event and had to buy one elsewhere. Also, they let you have up to 2 items 'free' within your first 2 months as you're getting used to the platform. I tried to do this and they told me no. Would not recommend.

I have been a loyal member of Rent the Runway for over five years. A few years ago in exchange for providing a tremendous amount of feedback on the membership program, I received an email from their CEO Jennifer Hyman telling me that as thanks for participating I was going to have a lifetime guarantee of never paying more than $139/month for my membership. In the fall of 2020, RTR announced a new structure for their memberships. When I wrote to inquire why they were moving away from the old model which I really preferred, they said that only 6% of members are loyal users like me, so they don't see a reason to keep those loyal customers happy. When I have followed up on numerous occasions regarding the price guarantee, they refuse to give a valid reason that they won't honor their promise, instead they just say that they aren't going to honor it because they don't want to. Once again I'm left wondering why the loyal customers mean so little to them.

RTR has never had good customer service, and in the past year it has gotten significantly worse. There's no way to reach someone the same day, there's an autoreply on all emails that they'll get back to you in three days. At the same time, the selection of clothes to chose from has gotten much smaller, and they are keeping overworn pieces in the rotation longer. I would say one in every eight items I rent has a quality issue and is not wearable.

It's hard for me to understand why they are moving to a new business model that includes less clothes, poorer quality clothes, less availability of customer service and not caring about those customers who have stayed with them the longest. Ultimately it's their choice to run their company how they want to, it's just really disappointing to see as a once loyal advocate for this once great brand. I hope they will reconsider these changes, but if not there are other clothing rental services to use.

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 had always wanted to join the monthly subscription of rent the runway but always had too busy of a schedule in medical school and residency to justify a monthly subscription for cute outfits with little time for a social life. Finally my schedule improved and I joined post-pandemic. Unfortunately, most of the cute, fashionable clothing seems to be gone post-pandemic and now they have I'll-fitting clothes that they likely acquired on after-sales from brands that couldn't sell the items. I'm disappointed. I'm hoping with a bit more time post-pandemic (and $ as people reactivate their accounts and join since they're going back out into the world) the options will improve. If not, I'll be cancelling my membership. Rent the runway please start trying to acquire cute fresh items— not just the ill-fitting, odd garbage that brands couldn't sell! Let's get some fresh desirable Hermandt and Nanita, Cynthia Rowley, Zimmerman, Reformation, Alice and Olivia, etc.! Please!

Hi and welcome to my TED Talk...I have been a Rent the Runway (RTR) customer since 2014 and I believe the concept of the company is stellar! They have an incredible selection of dresses for any occasion and make shipping the item back very easy.

However, I have used the service 5 times and have only had 1 positive experience. The first time I used the service, the boning in the gown was poking my side all night.
Three of the orders the dresses I received didn't work out and RTR was unable to issue a replacement in time for my event. The final straw was when I never received my order (which contained 4 dresses) at all!

With all this said, my main gripe is that RTR keeps their customers' money as a merchandise credit. I currently have $141 sitting in RTR's account dating back to an order from 2018!

So not only was I out a gown for my events, but I couldn't even use that money to purchase a different dress outside of RTR.

I spoke with Courtney at RTR on 5/16/23 and requested to speak to a supervisor to provide some feedback on their policies and she stated that she was the highest in command, that her manager follows the same policies, and that I was unlikely to receive a response anyways...ok?

I then searched for an email address where I can provide my feedback, but to no avail. I used RTR's chat feature on their website and worked with Deyala A. I requested an email address or a point of contact to which she told me to provide her with my feedback and she'll give it to her manager. When asked if she could provide me with confirmation that my feedback was sent, she only stated that she herself was the confirmation...ok?

So here I am providing my feedback on social media as RTR's employees don't seem to value their customers' opinions.

Bottom line, even if you never use RTR's services again, they will KEEP your money as merch credit. I feel that this is completely ludicrous. If they want to retain costs for shipping and restocking, fine, but release the rest of the funds so we can find alternate options! Their policies seem borderline unethical.

I really hope Rent the Runway changes their policies, because they have incredible potential!

After cancelling my Unlimited membership they have continued to bill me $173 a month. I received confirmation of my cancellation but then absolutely no reply after I complained about charges. I returned items the month before the incorrect billing. I now have had to file claims to dispute the charges to my bank and with the BBB.

Ordered 3 dresses 5 weeks ago to be delivered on a Wednesday before a huge event on Saturday. I always check the progress of my RTR. On Tuesday the package gets held up in Little Rock and then on Wednesday had not moved. Called UPS who told me to contact RTR. UPS also said the package was lost. LOST? In today's age how is it LOST. They scan everything. Hell they know if their Ups drivers have walked to the front door or the back. So they overnight new dresses -not the ones I wanted. But today-Friday it says the RTR original order is back at RTR. How? I'm seriously thinking of not using RTR anymore. Obviously their deal' with UPS is screwed up.

I have been an unlimited member for about a year and while I LOVE the idea (sustainable, never the same dress when going to events, new styles), it honestly has been such a frustrating experience.
1. Preparation/shipping time is horrible. You spend half your month waiting to order and for it to be sent. I've missed my dress multiple times for an important event. I feel like they could try to do something to fix this like when your package is scanned as heading back, let you order.
2. Inventory problem; every single dress I had saved was unavailable for the whole week I was trying to order (we're talking a choice of 40 here... all unavailable). Oh and when I told customer service this, they said "we do not have an inventory problem". Uh, yeah you do, how about a "sorry for the inconvenience we will try to fix it"?
Anyway, I really wish this worked better because I love the idea, but they really need to invest in trying something new (like placing orders once you drop a package).

I accidentally let me paused membership lapse and got charged the $101 monthly fee. I contacted the company through the chat to explain my situation and get the charge removed but they refused. Poor customer service and I will not be using the company any more.

I have been a long time monthly renter and renter for events. In the last month alone I have had 5, yes 5 issues. Rentals don't arrive, my unlimited items unavailable after being confirmed (multiple times & orders) to having items I did not order come in place of my originally ordered items. This last one I got a hideous navy FORMAL dress in a size 4 instead of a CASUAL denim romper in a size L.
Use to be a huge fan, but they have really gone down hill. Planning on taking my $200/month elsewhere.

Love the clothing, but if you sign up for Unlimited just be aware the shipping is NOT 2 DAY shipping like they say. It has taken up to 7 days to get my clothes at times. I have complained multiple times and considered cancelling & their attitude is "okay email us when you are ready to cancel." For $160/month that's not how you treat someone. I am not saying they owe me the world, but at least be somewhat apologetic and maybe communicate an action plan to fix the MOST COMPLAINED ABOUT PROBLEM with unlimited...

Ive used rent the runway for years and used to be happy with their customer service. Lately, after several incidents, the quality and customer service has gone downhill and I cancelled my Unlimited membership. First, several of my rentals smelled when I received them. I realize thats a risk of renting - but one dress arrived smelling of body odor and it was not ideal. Second, Ive had several specific rentals (i. E., not unlimited rentals) that I rented for a specific occasion (a wedding, family photo shoot, etc.) that arrived days late - after the event - and RTR never informed me (I had to go look at the tracking information to figure it out). Customer service emails are useless - they go unanswered for days. Their chat feature for customer service is also useless - no one responds half the time. If you can get someone on the phone, theyre often helpful. Id say save your money - dont use RTR and buy clothes instead.

I was happy with their clothing options and the quality of delivery. The size is accurate too.
However, the deal-breaker is the bad customer service and a long time to clear the return. I plan to return on time, however, it is always taking extra long and there is no way for me to track the status. It just ends up eating up my open spots in the next cycle. That is ridiculous.
I hope there are competitors who do better in this field so I can switch.

I've been a RTR Pro member (whatever that means) for almost 4 years. I was the biggest advocate for RTR - loved the dresses, loved the premise of shopping online and having it show up to your door, and it continues to be an easy return process.

I've used them probably 10 times, and as someone who doesn't attend formal events very often, it was well worth it. But not anymore.

The 5 deliveries have all been late, 2 of them so late that I had to run out and buy another dress on the DAY OF the event (even though I order all my outfits with at least a 2 day buffer). So half of all my orders were stress-inducing and the exact opposite of an easy process.

My last few orders really showed the deteriorating quality - stained, fabric loose, with a strong musty odor, like they're barely dry cleaned between uses.

They're incredibly deceptive with their pricing. Their shipping costs are hidden and it's unclear if your order is a Next Day order or standard order, and you won't know until after you place your order and are slapped with an additional $15-25 charge. All orders come with a free backup size of your dress, but if your dress is out of all sizes, they recommend you another dress completely, then tell you AFTER that your "backup" actually cost you the full retail price of that dress.

But the worst is by far the customer service. It is ALWAYS an argumentative back-and-forth, where they seem intent on proving the customer is wrong. I have to go on long email chain, then wait AT LEAST 30-45 minutes to talk to live person, where I have to explain everything all over again, and am given a partial refund for something that has always been their fault.

It's clear they actually don't care about their customers and are just trying to get everyone onto a subscription.

Try one of the hundreds of subscription boxes out there instead of RTR. Way better value for money, and they actually try to help you.

I have used RTR in the past for events and loved it. I currently use Gwynnie Bee and have used Infinite Style and Le Tote as well and RTR is by far the most expensive (double the cost) so I expected more. What I like about RTR is that you can pick the items you want to receive so long as they are in stock. Most of the time I had more trouble picking things out because there were so many choices. This is unlike other services where they pick what you get. I like that you can rent bags and jewelry too. Finally I like being able to return one think and get another rather than having to return all at once. That being said the turn around time to get new garments means you don't get all that many pieces. I live in DC and yes there is a store and a drop box near me but they are not near enough for me to pop over during normal business hours. If I do that a spot opens up immediately. If you order before 2:00 you are supposed to get it by the next day but that rarely happens. When it works well I put the item in the UPS box on Monday they get it Tuesday and I select before two and get the new item the next day. But this is rare. Usually I put the items in UPS Monday they don't check them in and open up a spot until Thursday or Friday. They don't work weekends so that means I'm not getting another item until Monday or Tuesday making it not worth the 135.00 per month. And it's not UPS as I can track the item and it gets to them in one day, it's RTR. I have also received more items that were stained, damaged or too worn to wear then with any other service. If you can reach customer service then normally will give you a credit and open up a spot for you. But I don't have hours to spend on hold or 4 days to wait for an email response. The chat never works and every time you send them an email you have to fill out a captcha! They also only published my positive reviews. When I confronted them they denied it but the reviews are not there. I took a lot of time to write them and was specific as I personally rely on them myself and they only publish what they want. It can be annoying if you don't have regular access to a UPS stop box but there is one at my office so that's fine with me. Otherwise you have to calm UPS to do a pickup or go to the store neither are ideal. They send the items in cloth bags which is fine but they are all very dirty some were covered I.min mud. Overall they lowered the cost to 70 or less a month I would keep the service. I think that's about the value I get based on the turn around time but I doubt they will do the anytime soon.

I was really excited about the idea of doing this and thought it would be a great way to change up my outfits regularly without having to spend a lot of money. The unlimited membership is pricy but I figured if I could switch out items frequently it would be worth it.

1. First of all the shipping is slow, by the time things get to you, and your items get back to them, a lot of time has eaten into your "unlimited" period. If the cost per month was less this wouldn't be so bad. You have to "hack" the system and either hope they send you an extra garment bag or buy an item in order to have more than one bag for shipping.

2. They want you to put a lock on your garment bag when you send items back to them but they don't put a lock on the bag they send you. My first shipment arrived without issue and while not everything fit, that's not the fault of the company. That could happen with any clothing purchase made online. Every shipment I received after that had issues. The second shipment I received didn't have a return label or a lock included so I had to reach out to customer service. Then my next shipment an expensive item was missing, there was no plastic wrap on anything, no lock and it was clear somewhere along the way something had been stolen. Customer service was good but I couldn't help feeling exposed like I could be held liable for this. I wasn't, but with zero security on expensive items - literally a zipper is the only thing stopping someone from stealing, what if it happened again, at what point would they just hold me accountable and blame me? It made me feel very uneasy that I had no control over what condition my items arrived in, or if they arrived at all. Then the item that went missing was still showing up in one of my available spots and no one seems to know how to remove it, so that's one less item I can rent for my membership.

3. My last (and final) shipment everything arrived soaking wet. I mean dripping wet, I can't believe FedEx left it in that condition. The return label was unusable because the ink had rubbed off even though it was in an inside pocket of the garment bag. Over the course of 4 days of transit time it clearly had sat in water and everything smelled damp. One of my items was a leather purse and I'm pretty sure that's ruined. I can't even hang items in my closet because they smell so bad. Again, I contacted customer service and they sent me a new return label and apologized but seemed to think I should just wash the items and be ok with it being wet. Everything is unusable and is getting sent straight back.

All of this happened within the first month of membership so I'm cancelling before being charged again. I cannot understand why they wouldn't send their items more securely considering their value. They must get hit with insurance claims on a regular basis.

I rarely ever write reviews but this has been such a bad experience I felt I needed to share as a warning to anyone wanting to spend money on this service. I also don't like that neither they, nor similar clothing rental services, allow you to cancel your membership online without talking to them. That feels manipulative and just another way they can try and talk you out of quitting.

I tried this subscription for four months. The cons by far out weigh the pros. I have a two page list of favorite pieces that have spent literally hours searching and updating. The problem is when it is time to rent, literally all of them are unavailable. I end up renting things I barely like then often have to return or exchange which costs more money and more shipping days so the time I have the clothes available is very short. The customer service people are nice which is why I didn't give this rating a one star. Just spend your time and money on something you can try on, take home and actually like.

I used to love the unlimited service and would be so excited seeing the blue bag waiting for me at home. However, the service and quality control of the employees as well as the declining quality of merchandise has me ready to quit after several years of subscription. I've had multiple issues with items returned that they don't scan back in, leaving me having to stress and work with them to find it. I've had shipments sent in bags that were so beyond damaged, the dresses were falling out as they are delivered, but if I send two back in a bag I can't prove it was returned (like when they don't scan it in as mentioned above which happens more often than you'd think). That's not even taking into account the merchandise quality control issues - stains, tears, unraveling hens, hems redone quickly and unevenly in a mis-matching thread, dirty clothes, used Kleenex and melted chocolate in the pockets (gross!). Then there is the actual clothing - what used to be high end glamour things has been downgraded. Often the few they have are out in almost all sizes, leaving you to try to decide between a tent dress that flatters no one or a pair of Levi's (really? Levi's is what I pay $150/month for?).