Jennifer M.

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.

I've ordered cat litter, dog treats, and pill pockets over the past year with no issues and fast shipping. One order was missing a bag of litter, and an email to the company resulted in a prompt response and an additional bag shipped quickly.