Greta Z.

Rented for the first time for an upcoming wedding. I was super excited to be able to rent something and not have to buy another expensive dress I probably wouldn't wear a second time. I rented two dresses, and got a second size in one of them for free (yay!). I also rented some jewelry to complete my look.

The rentals arrived 3 days after renting, on the day promised. When I tried on the dresses I was not happy with the fitting of one (seams in unflattering places), and the other had a high slit that I felt was not appropriate for the occasion and decided to exchange the dresses for something else right away. There was thankfully an option to exchange right on my RTR page, double yay!

My problems started here. I tried to click on the exchange button and got a 'loading replacement options' page that never cleared. I tried from both my phone and computer with the same response from the web page... no alternatives ever loaded. So, still with hopes for a positive outcome I emailed customer service and described my problem. The next day I received a stock response, that had nothing to do with my original problem. I tried accessing the replacements page multiple more times that day with the same results as before, nothing ever loaded (from multiple different computers at different places, work, home, etc.). I never did get replacements for my rentals and without time to shop ended up wearing a dress I already owned to the event. I feel like I just wasted my money for no reason at all.

My email to customer service:

On Thu, Nov 7,2019 1:40 AM,______ wrote:
I'm trying to get replacements for my shipment. Every time I try the loading page "loading replacement options" just sits and nothing loads. Please help.

The reply from RTR:

Hi there,

Thank you for contacting Rent the Runway.

We're so sorry for any confusion! If dates on the reservation calendar or certain sizes appear grayed out, that particular style or size is not available for the rental period selected. Dates will also be grayed out if you are trying to reserve an item more than 4 months in advance.

At this time, we do not currently have a waitlist for styles. We recommend browsing styles by inputting your desired rental dates and sizes to see all styles available.

You can also check back in from time to time as styles are constantly rotating with customers and can become available. We get new arrivals every week, so you may find a new style you love even more!

Any other questions? Ask away.
Best,

Egypt N.