kelsey w.

Your service is terrible. I rented a dress for a wedding this Sunday 6/2 and I received the dress a few days early Wednesday 5/29. I was so excited I loved the dress that I picked out and this was supposed to be so easy for me I didn't have to shop at stores for hours for a dress that I would wear once. Thank god I opened the bag to look at the dress because there was a rip right under the zipper in the seam. I immediately emailed your customer service team around (9am EST on 5/30). Around 2pm I called your customer service hotline since I never heard anything back from the email (not too surprising but I needed to know what to do since I now didn't have a dress for the wedding). I was on hold for about 12 minutes the first time before putting my name in line for having a representative call me back (wait time was longer than 10 mins). Around 3:30 after not hearing anything again I called back. This time I waited on the phone for a hour and 9 mins and still was on hold after being extremely frustrated and without a dress for the wedding I hung up. Around 6:30 FOUR HOURS LATER I finally received a call back from you guys and by this time I had already shipped my dress back because it was damaged and I was unable to wear it. I had the dress for less than 12 hours. I am extremely disappointed with this service and especially since this was my first time using rent the runway. I will never use this service again it's a rip off nor will I ever recommend anyone to use your service. You could have had a loyal customer. Even if you had better customer service I would have been happy. I understand things happen and the rip was extremely hard to see while looking at the dresses just hanging there. I only noticed it when I unzipped the dress. It's now the day before the wedding and I still don't have a dress since I worked 2 11 hour days on Thursday and Friday. This dress was supposed to be something super easy and convenient for me and has turned into a complete nightmare for me.