Gina B.

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!