S F.

Ive used rent the runway for years and used to be happy with their customer service. Lately, after several incidents, the quality and customer service has gone downhill and I cancelled my Unlimited membership. First, several of my rentals smelled when I received them. I realize thats a risk of renting - but one dress arrived smelling of body odor and it was not ideal. Second, Ive had several specific rentals (i. E., not unlimited rentals) that I rented for a specific occasion (a wedding, family photo shoot, etc.) that arrived days late - after the event - and RTR never informed me (I had to go look at the tracking information to figure it out). Customer service emails are useless - they go unanswered for days. Their chat feature for customer service is also useless - no one responds half the time. If you can get someone on the phone, theyre often helpful. Id say save your money - dont use RTR and buy clothes instead.