Rent The Runway

This was my first time renting from them. I ordered two long gowns for a black tie event for Mardi Gras. Two days before they were supposed to arrive, I received a message stating my first choice was no longer available. Then I called to see if they could go ahead and ship my second choice to arrive in the middle of the day, instead of 8pm on the day I was supposed to be leaving. The child to whom I was speaking on the phone then told me that my second choice was no longer available either. There was no comparable dresses to rent. As a consolation, they said, "We will refund you your $ and give you a mere $30. Ridiculous". I will NEVER use them again.

I was pressed for time and couldn't find a dress in stores so I thought I would try this website. I ordered my dress 2 1/2 weeks prior to my event and was told the night before my delivery date that the last person to use the dress ruined it and they said therefore they can't send me the dress. They instead pick a dress completely not my style, color, or fit that I like and emailed me late to tell me this. Phone service is terrible too. I was also charged more money for the dress they shipped me I didn't even like. You're better off buying a dress or even borrowing from someone. Please don't waste your time on this business. Their customer service is the worst I've ever experienced.

Worst site ever. Why the f* would I want to sort between regular and maternity dresses when I'm not pregnant. There is no filter to sort out the maternity wear so you're left with having to sift through them. Waste of time... JUST CREATE A FILTER. So asinine.

I returned my dress as directed at a UPS drop box. 20 days later... with NO call/email from Rent The Runway or their collection agency, I was charged 500$. I had no idea they had not received the dress. The only emails I was getting from them were about deals to rent another dress! I called the collection agency and they are "looking into it." They could not check with UPS if they dress was scanned BEFORE they charged me 500$? Just so you know, you are liable if they dress does not get scanned by UPS. They charge you first then ask questions later. IT is not worth the risk considering they do not even call you to let you know the dress did not arrive. 50$ a day for late returns...

Ordered my dress a couple months ago for my stepdaughters wedding. It was to arrive Thurs for the wedding Saturday. It arrived as scheduled and was absolutely beautiful and fit well. I received many compliments throughout the night on it. I was aware of these poor reviews after I had completed my order, so was quite nervous about whether I would be one of those with and unfortunate experience. I was not, though a young woman at the wedding, after I told her where I got the dress, said her friend, also at the wedding, ordered one but they instead sent a different dress, which she did not wear. I loved wearing the dress I ordered, but not sure if I would order again for fear of having a problem as it seems so many have had lately.

What a train wreck of an experience! People primarily use RTR for big life events and they have shown over and over what a colossal disappointment they are. If you have a date you are counting on and want to look your best, do yourself a favor and just shop for what you need and guarantee you have what you need lined up instead of scrambling at the last minute because RTR falls short (yet again). Once they blamed "weather" and once they blamed the person who rented it before me. Neither of these are my problem RTR. It's up to you to make it right. And what did you do? Offer me a coupon for a future disaster to give you another chance only to tell me it expires? Good riddance!

I had the 8 spot rental membership. Half the time the clothes didn't fit or were so beyond worn that they were unwearable. I got an order and one of the dresses had white stains on the inside lining (yuck)! You can't get ahold of customer service and when you do they don't care. I accidentally sent my makeup bag in the return garment bag. I called at least 10 times waiting nearly an hour every try. When I finally got ahold of someone they told me they would do their best to get the makeup bag back to me. It's been 2 weeks already. No follow up email or makeup bag. This place is awful.

First- they send me the wrong bag. Then I realize that the belt for the jacket is missing. So I call, they are apologetic and offer a $20 credit and to send me something else because that bag that I ordered is no longer available. I make it clear that I am leaving for out of town that next Tuesday. Reassuring me that it will get to me by Monday, I hang up. It is now Monday. The delivery is now set to get to me the day I leave. I call and they offer me $20.

Things happen, but three times? I expect a certain level of service when I'm a paying, first time customer.

I will not be renewing so this $40 credit will be for nothing, just like the nothing I received.

Love the concept, hate the customer service, questionable product quality.

Concept: Rent a designer dress for 10% of the retail cost.

Customer service experience: Complete disregard on behalf of the company to my 3 attempts to contact them over the course of several weeks (1 voicemail and 2 emails). I had simple questions about the return process. The website gave me incorrect information pertaining to when the return package was supposed to be mailed. Just wanted to clear up any confusion to avoid any additional fees but no such luck.

Product Quality: Dress was clearly worn multiple times and looked very used. Threading was coming out in over a dozen places on the dress. I spent a good 10 minutes trimming the threads and cleaning up the dress before it was wearable. Think it was rented out one too many times and ready to be retired.

Overall: It wasn't an awful experience but I won't be a repeat customer.

This company has stolen over $1k from me. I have tried to cancel a membership that was never used yet they continued to run my card. When readdressing they claimed I never called because their rep did not put notes in their system and said they are unable to refund 6 mos of charges each over $174. This this stealing! Terrible company ethics. BEWARE!

I rented a dress from them very recently. The dress ( and the replacement) did not fit and I was able to have another replacement dress sent to me and was only required to pay the shipping. Fair enough! I got the dress and it was gorgeous! I ship it back and all is well. And then decide to take a look to see how much the replacement dress costs ordinarily. I found that there is a significant difference between the dress that I ended up with and the one that I originally ordered. So I called the company to find out if a credit would be proper in a situation like this. I was told by customer service that company policy does not provide for credits for replacement dresses when size is an issue. I ended up paying double for the dress. Prior to this, I've had no issues with them and would recommend them at the drop of a hat. At this point, if you are going to order from them, be absolutely certain about the size that you want.

I have been a long time monthly renter and renter for events. In the last month alone I have had 5, yes 5 issues. Rentals don't arrive, my unlimited items unavailable after being confirmed (multiple times & orders) to having items I did not order come in place of my originally ordered items. This last one I got a hideous navy FORMAL dress in a size 4 instead of a CASUAL denim romper in a size L.
Use to be a huge fan, but they have really gone down hill. Planning on taking my $200/month elsewhere.

Wow if I could give 0 stars I would. Worst online experience of my life! At first I was impressed by the site and I ordered some jewelry for prom. I later returned it before its due date but somehow they figured it came 7 days late. $375 CHARGE FOR A "LATE FEE". Site is a total scam hated everything about it

I was recently charged $3000 for items I returned PRIOR to the date they told me I would be charged. I have proof of return, they are in possession of all items, and they still neglected to refund me. This customer service is basically nonexistent and it's taking me to involve my lawyer at this point since I am beginning to accrue interest on my cc bc of their unethical charge on my account.

RTR needs to have better quality control. I rented 9 items and 8 out of 9 that I received were extremely worn/defective/dirty. Some of the dresses I received were so yellowed, so raggedy. The elastic on one was so worn that it no longer stretched. I reached out to customer service and they sent replacements that had the EXACT SAME ISSUES. Not happy at all.

Last night was my first time renting from RentTheRunway... although the gown is beautiful and I believe they have a good service- their return policy will prevent me from renting from them again. You only have until 12 pm the day after your event to return the dress and then you're slapped with a late fee. I'm able to return the dress today, but because I have a full time job... I can't make it to UPS until this afternoon but I'll still be paying $100 worth of fees. That's too short of a window to expect people to be able to return dresses without getting stressed out of rushing to UPS the next MORNING after they had a fabulous event. I used to use one of their rival companies, LendingLuxury.com in which dress rentals are due the 5th day after you receive the dress- thus giving much more flexibility for me to be able to drop it off. I will be returning to LendingLuxury.com.

I like the idea of rent the runway, and I understand that sometimes mistakes are made that are nobody's fault, but the least a company can do is have a customer service plan in place to help their customers when things go wrong. I ordered a dress to arrive on a Thursday before a wedding weekend, and got a shipment confirmation that Wednesday that it was on it's way! Unfortunately, when I clicked on the UPS tracking number, it showed me that it was another 5 days out from arriving. So, obviously I wouldn't have the dress in time. I tried calling their customer service number, was on hold two separate times for 30 minutes, without ever talking to somebody. I sent two emails to their customer service team (*******@renttherunway.com) and never got a response. I kept trying the phone number over and over again, still nobody picked up. I am being charged for the full rental, even though it will be arriving after my scheduled delivery date. Horrible (in that there was zero) customer service.

Literally a waste of my time and money. If you do their one time deal as in rent the runway for individual outfits not the u limited - forget about actually ever getting an outfit. I've used them a few times and each time I couldn't actually get said outfit because it "wasn't" returned in time.

So if you want to have your time and money wasted then use this site.

So the dress I rented showed up with the seams separated in 2 places. No time to get a new dress. All they offer was a refund. Well duh... Never again. Now I am dress less for an invite asking friends no time to shop. Thought I already had my dress 2 thumbs down

Before attempting to do business with RTR, you should know, they do not care about customer satisfaction!

I signed up for a trial membership a couple of weeks ago. Unfortunately, I had login errors and my membership was inaccessible. As a result, I was unable to use the service during that time. When I phoned to a customer service representative, they were unwilling to work with me to resolve my issue. My hope was to have the portion of the month I was unable to access be refunded and/or continue to try the service beginning on the date that the login issue was resolved. I was still willing to give the service a try. Instead the representative refused and suggested I cancel (but they would still keep my $160+ for a service I never got to try!)

I wish I would have looked at these reviews before my rental instead of just renttherunway.com's site. Now it's the morning of my event and I have no gown. Aaaargh! They very politely gave me a credit for a free rental and are very sorry, though. I also received a survey. The questions were all about how friendly the stylist was when "solving my problem." I think they are asking the wrong questions. If their distribution processes are screwed up, they have a MUCH BIGGER PROBLEM then if their "stylists" provide polite service. Angry and frustrated.

I am now 2 days prior to holiday party dress arriving and was told my dress was unavailable to ship. I need to respond by 5 pm today to have another selection. What the heck. I ordered this dress 2 months ago and now it's not available! Now I have to run out at the last minute and try and put something together.

If I were you save our money. Signed up for membership. Nothing fit, sizes were not even close. They couldn't replace the size as it wasn't in stock so new items were ordered, same issue. 8 items later not one thing fitting after even changing the size and I can't exchange until I pay $100.00 again. So for $100.00 I got to try on 8 items that didn't fit and they refuse to do anything about it. Save your money this company has the worst customer service I have ever encountered.