Rent The Runway

I put my rental dress in the mail THE DAY AFTER the event and they "never received" the dress back. I had to pay $3,031 for a $79 rental. I would NEVER recommend this company to anyone! Please, please, please do not use them. It's a scam!

I was referred by a friend to rent from this site for our school dance. I ordered a dress and my package arrived on time but when I opened the dress, it was not the dress that I originally ordered. I called and they said that my dress was not available for my event so they had sent other random dresses that they thought were similar. THEY WERE NOT SIMILAR OR CUTE. I had already bought my accessories and shoes so I just had to buy the original dress and overnight it. I thought it was a fluke because my friend had had great luck with the site so I decided to try one more time and of course it happened again. Luckily I caught it a week before my event this time and got my money back. I am never buying from this company ever again! Very frustrating and unprofessional.

First off they text me 3 days before the event to tell me my jewlery is no longer avaialable and I should pick a new one... then, whe my order is supposed to arrive the order never came. So I called the day before and they told me they could change the order and get it to me in 2 days. Two days Too late! They gave me no other options, no choices... it's a disaster.

This is the first review of my life, RTR was so awful i felt it was right to share my experience with other customers.

BIGGEST MISTAKE EVER, save yourself the frustration and aggravation I have gone through in additional to hundreds of other customers! I wish i read a review before:(

I was charge an absurd amount for "late fee" for $870.00
This is how RTR treats their customers: I suddenly received a charge for $870.00 2 weeks after appropriately returning the dress to a UPS store in New York City. I was in completely shocked by the charge. I have tried to contact the "collections department" with NO response to email or phone. I tried speaking to a sales rep and they have "no control/worthless" I have spend hours, days and many tears to try and get my hard earned money back.

I have STILL not heard anything from RTR, I have never felt so victimized, I am a young professional that works hard, $870 isn't an amount i can afford. Save yourself!

They unpaused my account without notifying me and refused to refund me. I've been a loyal customer for years and they refused to compromise and repause and refund, or even credit me for a month.
They have no one available to speak to that can help solve problems in any real way. They just want to take your money.

The company/membership prides itself on saying there's "no commitment" yet if you tell them you aren't going to use it, they will still bill you the monthly rate regardless of whether they provided you any goods or services for that month that they charged you!
If you try to talk to their customer service representatives you might as well be talking to a robot that keeps repeating the same phrase they learned in training: "I'm sorry but we're unable to issue you a refund" Asking to speak to a supervisor or management personnel will only get you what seems to be an auto-generated email stating the same thing the representative on the phone said!
Do NOT make the mistake of subscribing to this membership! It is truly a waste of money! The company has NO problem taking your money and not providing you ANY GOODS/SERVICES!

I ordered a dress for a wedding. Then plans changed and I was no longer needing the dress. I tried for two days to cancel the order online and the website wouldn't cancel it! I then I called the 1-800 number only to be put on hold for 30+ minutes until I was finally patched through to a live person who then cancelled my order and could not explain to me why I couldn't cancel through the website.

I am a long-time member of the unlimited service and have referred countless people to RTR. I used to LOVE the unlimited option until a couple of months ago. I think they ran a new promotion and then became overwhelmed with volume. I recently was sent a dress that I had NEVER SEEN BEFORE and certainly didn't order. When I tried to call, I was on hold for an hour and a half. Finally agreed to get a call back, and it never came. I also think my upcoming Reserve order has disappeared, maybe because of this new random dress that was sent a week earlier than my Reserve was supposed to ship. WTF RTR. Go back to the old days!

The dress was scheduled to be delivered on a Friday. The shipping method selected by Rent the Runway was 2 day air through UPS. The last UPS online tracking update was Thursday night. The dress was not delivered on Friday. After seeing UPS trucks driving around the neighborhood with no delivery, I called Rent the Runway. After spending Saturday morning talking to both Rent the Runway and UPS, I found out that 2 day air didn't include weekend delivery. Huge customer service failure. I will not be using Rent the Runway again. How can you schedule delivery on a Friday and not have Saturday delivery when UPS delivers over the weekend?

Rent the Runway has by far the best selection out of the clothing rental companies, however, you can't hold items in the cart while you are building your garrment bag, so by the time you pick 4 items, you find that some of them are no longer in your cart.

When I first signed up, I "hearted" 343 items. When I went to build my bag, only 26 were available. I kept refreshing until I found the coat I wanted. I put it in the cart and then added a sweater. There still wasn't much to choose from, so I went to bed, when I woke up the items were gone. I called they said putting items in the cart doesn't mean other can't rent them.

So basically, you don't have much time to pick your selection. If you find an item you really want, you have to just go ahead and pick some other stuff. Even if you know there are items out there that you would prefer to wait for.

I am bummed, I really wanted to rent these clothes. But not willing to play merry-go-round with the cart to get them.

Great idea to have new outfits throughout the month with RTR Unlimited; however, the selection is LIMITED. The dresses that I wanted were NEVER available. I always ended up choosing dresses that I really didn't want. Boooooooooo! Waste of money.

Clothes were in less then ideal condition. Customer service is horrendous. Stay as far away from them as you can. There ware better ways to find an outfit.

I was an original RTR customer. I have belonged since 2006.

In the beginning it was great. Dresses were shipped with garment bags. Always pressed and clean. Excellent condition. Exchanges, last minute picks and panic about what to wear few and far between.

Around 2014 I started to notice a decline in service. First, second and third choices did it arrive multiple times. Replacements picked by stylists were not done based on preference or style - just size. More and more dresses were arriving late and damaged.

Around this time - and as the service worsened, I noticed a trend of "new" RTR users online. Whining about late fees and being charged for tearing garments. Screaming when the dress didn't fit right (and they didn't call customer service by the evening deadline). I can't help but wonder if their service has declined because their clientele has.

Gone are the women like me who worshipped their rental like Carrie Bradshaw would. Taking great care not to spill wine and rip trains. Making sure my gown was in the drop box the next day, so the next girl in line would be able to have her Cinderella moment too.

They will charge you 200% of retail value if your package is lost in the mail.

Did this despite the fact that I have been a loyal customer and had a pro membership.

Completely unfair and preventable here: I have been an unlimited customer since the day they came up with the concept! I used to review every single item - I was so adamant about being a top community Review contributor because that's how we all help each other. Well... RTR isn't honest and RTR has truly lost their touch when it comes to customer service. On two separate occasions, I received an item that was different from the picture on their site. One was a halter romper (when it arrived it was two straps, not halter) and the second was a dress with Studded silver buttons it arrived with black plastic buttons which changed the look and style entirely.

I reviewed both of these to let other Customers know that they would be different when they arrived. My reviews are always fair, never terrible or unprofessional. They are objective and I am a good writer. RTR chose to never post them.

7 years ago, RTR was amazing. Fast forward to today, it's a shame that they don't take care of the customers that have been loyal and have dumped tens of thousands of dollars into their company. There was a period of time where I was paying for FOUR monthly accounts at once.

Sad... but I'm afraid it's our only option until more competition comes onto the Access Generation scene

My dress arrived on time but the back up size was not available. So they sent me a similar style dress in the back up size but had a card with the dressses that stated if I didn't like the choice they sent to call and we could change it. So I did just that. Asking to change the dress was a breeze. Customer service was so nice and accomodating. I got 2 sizes of my first choice dress ( which could be double the price I orginally paid). They arrived the next morning by 10am. The dress was perfect! Fit me perfect! And i got nothing but compliments all night long. My event was my brothers wedding.

RTR is awful. I tried them for two months, they never had any of my sizes - the items showed up wrinkled or damaged half the time. And the real scam is that I've been trying to cancel unsuccessfully for a week! - it's clearly a scam to ensure you get hit with auto renew. I've called, they always prompt a 10 minute wait time but never actually pick up, I've left my phone and just went about my day for hours! NO ONE PICKS UP! And the recording says if you leave your number, they'll call you back but I've done this three times with NOT ONE SINGLE CALL BACK! I've sent 4 emails to two different addresses and have heard nothing back in 5 days. JUST DONT RENT THE RUNWAY!

I've been an RTR Unlimited customer more than a year. Overall, it has been good. Some issues with quality and shipping, most were resolved adequately (I let a few slide). I am going to end my membership because the shipping issues are getting out of hand.
The fine print states that you need to allow 5 business days, but usually you get things faster. The problem is UPS has been dropped the ball on my 5 of my last 7 orders! The delay/mistake was always "updated" on the day of my delivery -- too late for me to do anything about it.
As a customer, I understand the Unlimited ship times are not as stringent as the 4- or 8-day rentals. But when the shipper gives you a date -- and then changes it literally last minute -- your plans get screwed up.
I don't understand why RTR lets the UPS get away with screwing over the customer. You'd think -- as such a large customer -- they'd hold UPS to a higher standard: making them bear the brunt of their mistakes (shipping discounts or credits? Right?). But when UPS drops the ball, the paying customer gets screwed. Boo.

Been calling all week - no answer on their chat - or customer service - something is UP - and it appears they have big business issues - any company that turns off it's phones, ignores it's customers, is going out of business - I lost close to $100 bucks on my kids homecoming dress - overcharged - then returned the dress - not knowing THEY CHARGED ME FULL PRICE for the dress! Do not, DO NOT USE THIS COMPANY they are going under.

Love the clothing, but if you sign up for Unlimited just be aware the shipping is NOT 2 DAY shipping like they say. It has taken up to 7 days to get my clothes at times. I have complained multiple times and considered cancelling & their attitude is "okay email us when you are ready to cancel." For $160/month that's not how you treat someone. I am not saying they owe me the world, but at least be somewhat apologetic and maybe communicate an action plan to fix the MOST COMPLAINED ABOUT PROBLEM with unlimited...

There is no warning for when your paused account is going to be active. Was charged 100 for receiving nothing at all. Chalk it up to experiences. Run don't walk away from this company.

I have been an Unlimited Member for over a year now. Overall, I like it and will continue to use it because I love being able to rotate my wardrobe so much. However, I very much agree with other reviewers who have expressed frustration with not being able to rent items they like. The inventory of clothes is just not large enough given the amount of members, in my opinion. It's really difficult if not impossible to get the items you like because they are usually unavailable when it's time to rent. I find this is especially true when trying to select a more formal dress. Slim pickings. Making lists ahead of time is a waste--none of those items will be available. If you are admiring something, so is every other member. The Unlimited customer who will have the best experience is the one who is very flexible about what she wears. I do find that customer service is helpful/supportive and they respond in a timely manner. I have also been happy with how quickly my items arrive at my home. I hope that RTR will continue to improve upon this great concept it's started.

First order was great and on time. Then the issues began. I have Rtr unlimited for one month (a gift from a friend). You get 4 items per shipment and they are to arrive within 2 days. Once I sent my first shipment back and was waiting for the next, my issues started. My items were supposed to arrive 12/17 but never did. I followed up with Rtr a few times and finally on 12/18 at end of day they said I was notified the items were "lost" in the mail. So I'm completely out of luck but request to replace the shipment with other items, to be delivered 12/19-12/21. Fine. Then that shipment didn't arrive. I was notified it'll get here 12/26. After the holidays. Containing my outfits for Christmas and Christmas Eve. So now I have wasted my time and energy on 2 packages, but I've also lost over 1 week of outfits - given that this is an unlimited service, I'm calling bull$#*!. This service is $159 per month, but clearly they cannot get it together to follow through on their offer of unlimited. Be warned. Super unreliable.