Rent The Runway

I have used RTR on and off for years and always had a great experience. This past spring I signed up for an unlimited membership because I had a lot of things coming up I needed dresses for. It's been a nightmare. It takes days and days to hear back from anyone in customer service. Quality of the clothing is subpar at best. I have had things arrive stained and so stretched out or worn they don't fit right. Shipping takes forever. I had an order that was meant to be delivered last night, never show up, and when I called was told "we don't know when it will arrive" & as compensation I was offered 2 bonus spots. What the actual h$ll am I going to do with 2 bonus spots if I can't even get the the original order I placed? I don't want bonus spots- I want my delivery, or, my money back. RTR has gone downhill hard and fast- would not recommend.

I'm having issues with UPS finding a lost package that has not been found and returned to RTR. All the while, RTR is charging me exorbitant fees. While I understand the need for late fees, this is an issue not entirely under my control. The biggest problem is RTR will not call me to discuss nor will they reply to my emails. It's as if they want the late fees to accrue so they can charge me thousands for a lost package. It's creating my personal nightmare. All I ask is for some professional communication. So far, I'd prefer to assign NO STARS.

I rented a dress for NYE about a month in advance. It was delivered on the day it was promised. Having two sizes to choose from was really great. I wore the dress and was complimented on it all night. I felt amazing in it. The dress I rented was expertly made.

The due date was the 1st, but that was a holiday and a Sunday. Then, due to a death in my family I ended up taking it to UPS on Tuesday. I expected to get charged, because it was technically my fault. I decided to call and let them know what happened, hoping they'd give me a break, and they were very thoughtful about it. They did not charge me the fee, which was very much appreciated. I would definitely do it again. I do think you need to have a back up plan, or be flexible if you use this service. It seems like a short window to expect perfection every time. I can't wait to try it again.

I will NEVER EVER deal with this company again. After being a loyal customer for years - I ordered a dress in the clearance sale and was sent a damaged dress that was altered. They never made an effort to resolve the situation. They passed their damaged merchandise to me, the customer.

I ordered from Rent the Runway for two events on two consecutive weekends. The first dress was to arrive on a Friday, I received an email on Thursday night saying they were sending a replacement dress. The replacement dress was a hideous orangey-pink bad bridesmaid dress. Needless to say I did not wear it and sent it back immediately. Since I had ordered two dresses for the following weekend, I cancelled one and decided to give the company another chance with just one dress. After the fact, I was charged for both dresses. I called the company and they said since I had not cancelled the second dress 30 days ahead of time, I could only get store credit. I ended up paying $190 for the rental of one marginal dress. Save yourself the headache and stay away from this company. They suck.

Dress was delivered a day late and the day before my black tie event. The dress came in wrinkled, I had no time to get it pressed. Stain on the dress, bottom seam was ripped. The dress overall just looked worn out! No instructions on how to return and did not get an extra day to return even though the dress was late!

So they have terrible customer service and when you ask to speak to a supervisor they tell you no one is around. Never again use them, I was a member most recently bought some items and they are the worst. STAY AWAY

I have never experienced such a bad and tasteless company. First off I ordered my dress 6 weeks prior to my event and two days before they emailed me that they could not send my dress and I could pick replacements - then morning of the event they emailed saying they were sorry but could not send anything. I now cannot attend my event because I do not have a black tie appropriate dress. I find this beyond unacceptable and I will never deal with this company again and make sure that no one I know does either. I am HIGHLY disappointed!

Ordered my dress for my event in plenty of time. Was to arrive today for a wedding tomorrow. Decided this AM to check on shipping status - and to my dismay, it said scheduled to arrive on Monday! 2 days after my event. Tried to contact customer service. Hold time was over 30 minutes. Finally got a call back and the resolution was to ship to me overnight to get to me tomorrow. Too close for my comfort so I cancelled. While they will issue me a credit, the worse part is I'm without a dress. I counted on them and they failed. Their business model is all about timely delivery. I'm so upset, and they have now ruined my day as I try and figure out what to do. If you aren't worried about things getting to you on time, you might give it a try; otherwise, stay away!

All these bad reviews are surprising to me! I've been an unlimited member for over a month and haven't had any of these issues with shipping or not getting the dress I chose. Maybe the unlimited is the way to go. For a big event there's no way I'd wait to receive something the day before. But that's just me. My only qualm would be that the dresses aren't "like new" they should pay better attention to them when they are dry cleaning.

Otherwise I love that for $140/month I can have three very nice items that I wouldn't never afford otherwise!

Had low expectations
Rent the runway didn't meet any of even of the lowest.
I hope potential customers read this.
Customer service is VERY snippy and short. Seem over worked as the 3 times I called I was on hold for over 20 minutes each time. Was promised emails for suggestions that I never got. Website is VERY hard to use when trying to filter choices.
And to try to cancel it took over a month... 3 calls and 2 emails... still not sure im cancelled for good.
Might be good if you just needed something for an occassion... but I have no idea as they was no support to even get that far.
Cost me almost $300 so far for nothing except wasted time and frustration. Never received any items

It's actually really sad that I have to write this because I used Rent The Runway for many years. I was one of the first people I knew to hop on the trend, and the quality of the clothes was impeccable, fit well, unlimited swaps, and very clean clothes. When they got rid of the unlimited swaps a year or two ago, that was so incredibly disappointing, but I stuck with it. Only until I realized that the quality started going down and the clothes were not being washed as well. I don't know if it is because they got very popular and cut costs in some areas but the biggest reason of all for me to finally cancel my subscription was that I realized MOTHS were in the clothes and clothing bags. Yes, MOTHS… tiny little bugs that eat clothing, and are near impossible to get rid of once they are in your home. Absolutely disgusting.

Due to quality problems with the last three dresses I received, I went to the website and cancelled my subscription. Rent the Runway continued to bill me anyway and was able to take over $400 from me because I could not prove I clicked the cancel button on their website. If you cancel due to quality problems like I did, be VERY careful to check that their website actually works when you cancel.

I am a school teacher and like most public servants cannot afford to be taken advantage of.

The dress I ordered ran small but it was too close to my event to return. It looked awful.
I returned the dress by ups drop box a day late but RTW indicated the received the dress 4 days later and charged my CC account $53.37 per day... more than the 8 day rental price. This was a bad experience and I hope that save someone else an equally bad experience. $250 later Im an unhappy customer

The dress and size i requested zipper was stuck half way down. Nothing can be done. Dress that came in size down, zipper zipped, clipped and the under bra all latched. So an A+ for quality control on that one and a who gives an effff on the dress #2 when the genius threw that in the bag. NOT recommended.

I signed up for the monthly service, only to find that they had nothing in stock in my size. I needed clothing for an event, but literally no dresses that I liked were in stock. Also, the styles have not been updated in over a year since I had rented a few items as a one time event a while back. I wrote to cancel my membership a few days after spending hours on the site hunting for some items to no avail. I wanted to be refunded the $160 I had paid since it had only been a few days and I hadn't rented anything. They told me they could not refund me after repeated attempts because it was their "policy" So basically they stole $160 from me since I can't find anything in my size... great policy. Buyer beware.

I have used this service a few times with no issues and would have considered myself a loyal customer. However, on my last rental a charge for $600 showed up on my credit card statement. I called immediately and was told it was late fees. I rented the dress in questions for an event out of town and had the dress shipped to my hotel. When I was done (the next day) I boxed it up and used the UPS label included and gave it to the concierge for UPS pick up. Apparently the hotel held the packages for 2 weeks before sending and now I am stuck trying to sort out who is going to pay the $600. I contacted RTR and they indicated "as our customer, it is your responsibility to ensure that your rental is returned on time" and wouldn't even work with me on the charges.

Horrible Customer service. I have rented about 5 dresses and accessories from their site... somethimes the dresses looked a little worn, but for the most part and the price i didn't mind. Because they have the rule that if it's not retuned by the 4th day you pay $50/day, I've always made sure to get the dress returned. This last time, I was out of town in a different city during a holiday, so I used a UPS drop box. I finally get a call from rtr 11 days later that they never received the dresses. I have been trying to speak with someone regarding this, i've called UPS to make sure that the UPS number they say was on the package is the correct one, what will happen and I get no response, just we are looking into the matter this has been sent to collections.

My advice to anyone who rents, NEVER use the drop box. Just pay the late free. I'm going to end up paying over $800... fortunately it was a cheaper dress!

They didn't include a return shipping label so I had to pay $50 out of pocket for return shipping. Had to wait 4 days for a response from RTR customer service. They were rude. They refunded me, but charged me for a late return (without telling me they were doing this). Overall they were rude, slow, and charged me for their mistakes. Also, it cost me $170 to "rent" a dress, wtf why didn't I just buy one? Pretty stupid of me to even try, I'll never use them again.

Two dresses (not the same dress) were sent to me the day before I was to attend my friends wedding. The dresses were so badly wrinkled. I was irate. I called the company and after 1 guy hung up on me, another lady sent me 2 replacement dresses. The dresses were hideous. They didn't have the original dress I wanted in stock. Needless to say, I had to hurry out and shop for a dress. What I should have just done from the beginning. What a waste of time and money.

I've ordered from RTR 3 times. The first time was great, I received my dress and it fit perfectly. I never received my next two orders, one in the summer and one recently on November 30,2018. I sent an email with no response and got no response from the chat. I finally was able to get through by phone where they blamed the shipping company. I explained that it was their responsibility to make sure the dress got to me on the date they said it would, but just said they shipped it out when they said they would and it was UPS who didn't get it shipped to me. No responsibility taken whatsoever. I'll never use this company again. Terrible customer service.

Their customer service is absolutely awful, they do not have easy processes for managing your orders and memebrrship, including cancelation for membership. You have to email an address provided however now they are telling me that was not enough because "email did not include information supporting request" while their site says nothing about that. They charged me for an extra month of service that I do not want and requested to cancel weeks ago. I only signed up to try it and did not find anything I liked that was available in my size for the wedding I was going to so now I'm stuck having paid for two months of membership and completely unapologetic response from them for not processing my cancellation.

It is very difficult to cancel your order, once placed. I think you have to cancel 14 days in advance. I removed 3 dresses from an order, and it still arrived. I called shipping department and said, okay I will pay for this order, but need to keep it through Saturday night. I want to cancel the second order. So they said they do not see it in my orders. So today I get an email confirmation that the second order is being delivered tomorrow. Obviously I am not in the mood to pay for an order already cancelled. When I try to reply to their e-mail it does not go through. What is the e-mail address for Rent the Runway?