Rent The Runway

Tried Rent the Runway for an event this weekend and the dress came and had wires protruding out of it into my ribs. I was dead set on never using it again, until I dealt with their customer service. Absolutely fantastic and will definitely try it again! Response to my email within minutes and a full refund.

I only gave them a 4 because one dress was not available in a backup size so I went with my jeans size and it was a bit big. I still wore the dress and got many compliments so it wasn't a total flop. I received a courtesy call to see how my first experience was and I was honest... "I didn't fit great" they were sad to hear that and gave me a 50% off my next order. I used that for a dress this weekend and it was perfect. Fit me like a glove. Always in good condition and again, I received many compliments. I upgraded to pro so I can have free shipping in the future. I will absolutely use them again.

Ordered my dress a couple months ago for my stepdaughters wedding. It was to arrive Thurs for the wedding Saturday. It arrived as scheduled and was absolutely beautiful and fit well. I received many compliments throughout the night on it. I was aware of these poor reviews after I had completed my order, so was quite nervous about whether I would be one of those with and unfortunate experience. I was not, though a young woman at the wedding, after I told her where I got the dress, said her friend, also at the wedding, ordered one but they instead sent a different dress, which she did not wear. I loved wearing the dress I ordered, but not sure if I would order again for fear of having a problem as it seems so many have had lately.

I've used the company for the past two years and always found them to have excellent customer service and quick delivery. I have always ordered the dress at least two days ahead of the event and knew there is always a chance the dress may not work out. If the dress doesn't fit or there is an issue I have either received a refund or store credit. Will continue using this company in the future!

I recently lost a lot of weight and not only did I not have anything dressy to wear at my new size, I didn't even KNOW my size! The Runway saved me, affordably, and I looked great!:)
Why not 5 stars? I've rented a few times and one of the garments should was a bit worn - should have been taken out of rotation, but VERY wearable.

THIS COMPANY HAS PUT ME THROUGH HELL. Apparently the return package was mishandled by the carrier I only found out when I was notified by my bank that 350. Dollars had been withdrawn from my account as late fees that's 50. Dollars a day. I finally located the package and personally took it to their secacus wear house. I requested to speak to a supervisor and sat waiting approximately 40 mins when I was approached by a young women who only identified her self by her job title and refuse to give me her full name or any kind of credential. Eventually she Agreed to take the package and refuse to give me a receipt or any type of proof that the dress had been returned. Saying "it wasn't necessary Being that I was recorded by the surveillance camera ". And that someone will contact me later in the day. Well no one contacted me and guess what and attempt to withdraw and additional 50 dollars was reported by my bank. After putting me through all this and having to close my bank account is amazing how easily the can get access to your bank account. I'll have to return again and see if I could speak with someone with a name. SCAM ARTIST.

I always have good experience with RTR but i had an issue with my last order.

I want to warn you guys to all RENTERS out there specially the newer ones like me, DO NOT BE LATE returning the dress. DO not just drop it in a drop BOX. I recommend you go inside and have a person scanned it right away. Get a receipt! YOU are still Liable if its missing and not scanned. They will CHARGE YOU!
I got charges $300 for late fee.
I was ready to leave and cancel my membership after everything is resolved. I said i don't want to do this anymore then they emailed me back and i was HAPPY about it. They actually listened to their customer. I am going to stay with RTR and continue renting again. Special Shout out to Camille J from Collection dept. Thank you so much!

UPDATE: I include my original review below. I returned to RTR in 2017 because I did miss spoiling myself with the fashion adds. Their customer service has improved significantly. I have had issues and have had customer service response that was exceptional. I give them a 4 because I love their products. I can't give them a 5 because they don't have enough styles for larger sizes and because they are still expensive for the unlimited (mytote is cheaper- but so are their products). Their website & app are also much better now.

Below is my review when I gave them a very poor review:
I did RTR unlimited from 2/15- 12/15. They started at $50 and it was a great deal considering the quality of the items I was receiving. They then increased it to $100. I didn't like that price but again I continued with it because I liked the quality of the items. Now they've increased their price to $139. I'm struggling to justify it. I hate their website. It's always freezing. Just a crappy UX. Also I had a hiccup with a return. It took them 2 weeks to credit and get me new items. At such a high monthly rate I asked for a credit for the time lost (their fault). They refused and their customer service did nothing to engage me as a customer. I dumped them. I will miss their great quality items- but it's hard to to justify the high and increasing monthly cost + bad UX + bad customer service.

I had a dress come late, so it did not arrive in time for the event (UPS delay due to weather). The customer service was very sympathetic and they gave me a refund and a $100 credit for my next dress. Pretty good. The next time the I got two dresses, one looked nice and I used it, the other not so much. I would try it again in the future!

10/25/13: Update, I just saw that they are letting you try on 5 dresses for $50 to see which one is best. When you return the dresses, the $50 goes towards your next purchase. I haven't tried it yet, but pretty sweet!