Thumbnail of user roxannec30

Roxanne C.

Contributor Level

Total Points
80

1 Review by Roxanne

  • Rent The Runway

4/12/19

I ordered an outfit for my bachelorette party over a month ago for delivery scheduled on Thursday. They emailed at 7pm on Wednesday to inform me that the jumpsuit was no longer available basically because either the last person didn't return it in time or damaged it. They said they had picked me out another similar option to send along with my secondary size, and if those didn't work to let them know as soon as I got my package and they would overnight another outfit. I was extremely disappointed because I picked my outfit months ago for this special event. I saw a photo of the other option they sent which, was a totally different style and did not seem to be thoughtfully chosen for me. Then on Thursday AM I got a shipment confirmation (again item was requested to arrive on Thursday) but it said that the package had been dropped off to the courier late and to expect at least a day delay. At this point I wrote to customer service to express my concerns. I also asked if I could get a refund as they weren't providing the item I ordered or anything at the time expected. Customer service ignored my inquiry about a refund and proceeded to provide unrealistic options for how they could provide another outfit by Saturday at noon. I let them know that this wouldn't work because of my schedule and seemed like a huge risk, because if this package didn't arrive or didn't work I would really have nothing and no time to shop for something else. Again I asked if I would be refunded. At this point I received a passive aggressive email telling me that I would be refunded and they had requested the package be returned to them. I was shocked. I though that I would get a refund regardless of if I choose to wear the secondary size (quite sure it wasn't going to fit anyway from others reviews) or the other option they provided, because regardless they could not send me what I have actually ordered. I wrote back to tell them I was surprised and felt this was very poor service and they did not answer. They did not provide me any further confirmation of a refund and so far nothing has been refunded. I now have to rush around to shop for an outfit the day of my event. This was my first attempt to use RTR and I will never attempt to again. I could have purchased similar outfits online do the same or less amount of money. I envisioned myself in the outfit for my bachelorette party and I'm sure many women who order from RTR are choosing something for a special day! It is just too big a risk to know that at the last minute they may not have your item and/or if won't be delivered at the requested time. To add a horrific and insincere customer service experience is inexcusable.

Tip for consumers:
Stay away!

Products used:
None

Service
Value
Shipping
Returns
Quality

Roxanne hasn’t received any votes.

Roxanne hasn’t received any thanks yous.

Roxanne doesn’t have any fans yet.

Roxanne isn’t following anybody yet.

Empty.

Similar Reviewers on Sitejabber

Thumbnail of user elysiapitt
2/14/24

I requested a swap within 2 days of receiving my RTR order. I returned my items on the day they...

Thumbnail of user suzannem1181
1/31/24

Rented a top for a Grand Wine tasting and just learned the day I'm supposed to receive the top...