Rent The Runway

Clothes arrived with a pungent stale, dirty smell. The clothes appeared dingy although my opinion may have been influenced by the smell. I noticed when completing the review "bad odor" was a choice. They would not refund my membership cost even though I returned the clothes within 24 hours, they terminated the chat and would not pick up with subsequent attempts.

I ordered a wrap dress to wear for my birthday dinner. Came in damage. Chat with cust. Serv. And was denied credit as it I didn't called within 48 hrs. My order was sent way ahead of my event and I didn't put the dress on with I was ready for dinner and found out the hooks for the wrap dress were missing. This is a total scam company. It's not my 1st time having issues with them. Horrible customer service. I'll never order anything from them again. I'll call my bank and stop payment.

Really disappointed with Rent the Runway. I was overcharged for my membership and CX were not very helpful.
I also ordered lots of items and they come very used (several pieces had holes in them, one piece smelled as though it had not been washed)
Have cancelled my membership and joined a different rental service!

I rented some earrings which I returned. They are alleging I didn't return, but I have no way to prove it. They were $400. Now my credit card was automatically charged. I am so upset because I should have kept them if I was being charged! I won't be using them again!

Rented a top for a Grand Wine tasting and just learned the day I'm supposed to receive the top that it's not going to make it on time, Worse, I didn't get notified from RTR - I was notified by the 'shop' app on my phone. No explanation. They asked if they can over night a substitute and after rushing to make a decision on something else, they told me that it was too late in the day to send anything out.
So now I am 100% stuck. Also learned that even though it's arriving 2 days late (on 2/2), I still have to return in on 2/3 (Saturday) and I am out of town. Had planned on returning it on 2/2. NOW I AM GOING TO GET CHARGED LATE FEES OF $50 per day. The damn shirt only cost $60 to rent for a 4 day rental. Spent 1.5 hours of my day trying to make any kind of logical compromise out of this situation. They obviously don't need my business so peace out.

Their website did not give me the confirmation that my membership application was approved and it kept taking me back to the sign-up page. So I had to create another account using 2 of my cards, it turned out the first application was approved and I got 2 memberships. I was not able to order because all of the stuff that I wanted was not available. I went ahead and canceled the second membership but they still charged me for a monthly bill after cancellation. They ripped me off $300 without getting anything from their service, And all they can tell you is it's a non-refundable policy but it's their website fault to begin with. Will never pass their company's name even to my worst enemy, they are not willing to work with the customers.

You won't be able to see what items are available until you sign up for a membership. Then, once RTR has your money, you'll see that most items on their site are booked out 7 months+. If you want to get an "advance reservation" for a specific date, that will be an EXTRA charge on top of whatever you're already paying monthly. I found myself in just this position and, when I asked customer service for help, was told they could cancel my membership, which was just a few days old, but no money would be refunded. Essentially, they took $104 from me for a 4-day "subscription" in which I received absolutely no services or benefits. I contacted customer service asking for an account credit — not even a refund — and was flat out denied. Whatever RTR is advertising on their site, you won't be able to rent it. It's just a scam.

The company has been cutting on back higher end designers for a while now and is removing their unlimited option which distinguished them from all the other competitors, replacing it with a more expensive and limiting monthly option. That said, if half hearted, boiler plate apologies for bad service and drastic service changes are your jam, Rent the Runway might still be for you!

Terrible experience all around. The clothes were shabby and overused with 2 garments having slight stains and double ironing press lines. These details would not show up in a photograph. The brands I wanted were not available in any of my searches and it took forever just to find something that might work. Those were the shabby garments I refer to above. I returned the items and cancelled my membership, and I completed a survey to say why I was cancelling. RTR says i paused it rather than cancel. I got charged for 2 extra months after the "pause" b/c didn't know their system "paused" me. They would not refund
The charges, and I feel like they are deceptive in the way they handle their business.

Love the idea around sustainability, price point and value. The app seems convenient too, and it has a great feature to help you determine the fit from other people's reviews. It's just that it has so many bugs, the returns (although UPS) take like 6 business days to process, and the customer service blows. It makes renting what you see difficult and what they promise to deliver not really come to fruition. My guess is that subscriptions will not be long term given the time lost with customer service, the poor service, and extra costs around the kinks.

Ordered multiple dresses for a wedding. Delayed for unclear reasons. Now, as bridesmaid I have NO DRESS TO WEAR. Nor does the other bridesmaid. This was my first time trying out Rent the Runway. Terrible decision. Avoid them at all costs.

They obviously are scammers. They pretend they got your order partially and start charging you extra starting with the first order. When i fell into the same scam trap, I kept thinking why they are not in trouble and I read the law suit with Fashion Pass. Made me realize what a horrible decision it was subscribing to Rent the Runway. Do your own research.

I got a membership and enjoyed it for 6 plus months but now the Dallas wear-house uses a third party delivery company called return mates. I have not received items in 2 months now. They keep "re-opening" spots for me to make another order but never receive it. I gave them 7 weeks and 4 orders to try to resolve the problem but they can not figure out shipping. Do not recommend.

The majority of the dresses in stock have remained the same for years. Now that they use FedEx and you can't return things at a kiosk in Wework, it regularly takes a week for the parcel to reach what would be a 2.5 hour drive. I get a heart attack every time because FedEx doesn't scan the package for days. I know that's a FedEx issue but RTR hired them and chose that service. After I return the package it's just in the ether for the better part of a week each time. This last shipment smelled like cigarette smoke so I contacted customer service and returned it immediately. That was a week ago. So I'm out any spots because their customer service has gotten awful. I'm so exhausted by their poor service and all the outfits look worn out and have been in circulation for years. If it had the stock, quality and service level as a couple years ago I would deal with the horrible customer service but it's just a headache.

Dont bother applying for a job with this company. They are terribly mismanaged. They've hired many employees in the past month only to notify them today (9/12/22) that they are being laid off.
STAY AWAY!

RTR is awful. I tried them for two months, they never had any of my sizes - and more seemed available under the less expensive membership than Unlimited.

I've been trying to cancel unsuccessfully - it's nearly a scam to ensure you get hit with auto renew. I've called, they always prompt a 10 minute wait time and if you leave your number, they'll call you back hours later when you're likely unavailable. If you don't pick up, good luck ever reaching them. I've sent about 10 emails to two different addresses and have heard nothing back in 5 days.

Avoid this service at all costs.

I've rented from rent the runway 4 times, and only once have they actually sent me the dress I selected. This is unacceptable! Who pays for a service that only gets it right 25% of the time? Will not be renting again.

This company just gets worse and worse. I had an unlimited subscription and since they did away with that it's been one issue after another. They've hiked the prices several times and I was just notified my subscription would be going up over $20 per month AGAIN. The shipping is hit or miss, sometimes I get my order in a day, other times it's 4-5. If they don't receive my returns within one business day they put my whole account on hold so I can't order or return anything else. Their customer service is honestly the rudest I've ever experienced. I've received a few items that smell like body odor and several are clearly over worn, pilling or stiff feeling. Every single hanger I get for pants is broken I can't return things at West Elm anymore, which was super convenient. I really want to cancel but haven't been able to find a comparable subscription service yet.

I really wanted this to work out. I love the idea of renting or borrowing clothes instead of purchasing them. But their company is just an all-out mess and it's too frustrating to be worth it. I did a one-month trial subscription and they lost TWO packages and tried to charge me $600 for clothes I had already returned. The same dress arrived damaged, twice. Their customer service department is constantly asking to confirm the same information over and over, you spend half the time confirming stuff--which they clearly don't bother to do on their end since they keep losing stuff.
Not only that, but the clothes were all the same style and awful. Puffy-sleeved peasant blouses and crop tops--that's it. Apparently your only options in 2022 are "1970s disco" or "I just stepped off the covered wagon." Every piece I tried had a super short torso.
Just not a winner, all over.

Same reviews as below. Never received the dresses I ordered and explanation was "this happens with NJ addresses" where items get re-routed back to them before it even gets delivered to the customer. WHAT! It's a "computer glitch" they say. Just plain ridiculous. If they know about it - why not fix it? So they can stop disappointing people and leave them hanging for special events. The worst company ever! And these "stylists" need to have some training in dealing with customers!

I even offered to pick up dresses myself because I was desperate and they said that I can't even do that because the dresses are now in the "return process" which means that they're being checked and dry cleaned! Why would they do that knowing that the dresses were not even delivered. Complete stupidity this company! What a waste of my time!

I am giving this business five stars because of their customer service, not because of the dress. I was not able to wear either size evening gown that I ordered due to length issues. That said, their stylist employees are terrific. On every email I sent, I got a response in minutes, and keep in mind that this is two days before New Year's Eve. Both Michael H. And Sarah C. Were kind, sympathetic, helpful and efficient. My refund credit never expires and I can gift it to a friend if I wish. Hats off to this company. Great job on putting customers first!

Tried Rent the Runway for an event this weekend and the dress came and had wires protruding out of it into my ribs. I was dead set on never using it again, until I dealt with their customer service. Absolutely fantastic and will definitely try it again! Response to my email within minutes and a full refund.

I had a dress come late, so it did not arrive in time for the event (UPS delay due to weather). The customer service was very sympathetic and they gave me a refund and a $100 credit for my next dress. Pretty good. The next time the I got two dresses, one looked nice and I used it, the other not so much. I would try it again in the future!

10/25/13: Update, I just saw that they are letting you try on 5 dresses for $50 to see which one is best. When you return the dresses, the $50 goes towards your next purchase. I haven't tried it yet, but pretty sweet!