Rent The Runway

HORRIFIC CUSTOMER SERVICE! Was an unlimited member for years - this is a joke. Terrible customer service that used to be phenomenal. I used to recommend this to all my friends, and they don't even offer referral bonuses anymore. So sad.

I purchased a dress on clearance. I read all of the reviews that were posted and they clearly stated that the dress runs small. I relied on this and bought the next sized up. Guess what, it was too big! When I called to see if I could swap for the correct size (I did not want a refund), EVEN THOUGH THEY HAD THE SIZE, they refused to swap because of POLICY. Ridiculous. I will never, ever buy from them again.

Rented a dress which retailed for $225. UPS messed up, lost the package, and as result I am now being charged over $800 in late fees which they refuse to settle on. They refuse to return the dress that I paid for more than 4 times over.

DO NOT USE THIS COMPANY unless you are ready to pay for their carrier's mistakes

I reserved a dress for 9/20/18, place the order on 9/5/19, stated I would get confirmation once it shipped and I would receive it 09/19/19 by 8 pm... 5pm on the 19th never got a email so I got worried and called. Recording told me I had a 3 hr hold wait... finally spoke to someone & told me there was a snag in the delivery dept and I would not get the dress until the 21 lol I said how is that going to help me when your company guaranteed delivery before my event? So I cancelled my order and I Will NEVER EVER EVER order from there, this is not a good look for a first time customer! Beware do yourself a favor & avoid the stress from this wack $#*! company

Made my biggest mistake by purchasing the unlimited plan. If this is truly for an important event, don't even bother with them because they're unreliable and won't be empathetic enough to even TRY to help you. AVOID dealing with them, they will mess up your event, ruin your mood and you'll be left to pick up the pieces.

WORST EXPERIENCE EVER.

The worst ever do not do it.
Just go and buy one its cheaper. The quality of the dress horrible my 6 year old could sew better than that. I really do not know how this company has stayed in business.

Recently had the horrible displeasure of going to Rent the Runway on 18th street, New York City. The staff blatantly ignored my 17 year daughter who was merely trying to obtain a prom dress. Two Caucasian customers were helped when they arrived after we did. We are of African American descent. Yes I feel they are both rude and RACIST. DO NOT SHOP THERE

FOR 7 MONTHS I HAD UNLIMITED SUBSCRIPTION TO THIS $#*!TY COMPANY. I MAYBE ACTUALLY GOT 5 PACKAGES FROM THEM. THEY $#*!ED UP MY ADDRESS MULTIPLE TIMES AND FOR 7 MONTHS SAID THEY WOULD TAKE CARE OF THE PROBLEMS AND THEY DID NOT! WHATEVER YOU DO, GO ANYWHERE ELSE.

Okay so i had heard Rent the RunWay was an easy website to find a dress on for nay occasion so i thought i would try it for my semi formal. I ordered the dress i wanted with a back up size three months in advance and 1 day before the dance they emailed me saying the previous person had damaged and now i have to go shopping for a new dress in 1 day. NEVER AGAIN AM I EVER USING THIS WEBSITE. Totally disappointed and frustration... would not recommend to anyone

Such a waste of time and money.
Every single shipment has an issue, from sending me the wrong size, the wrong item, or items that are too over worn, damaged and some that have a very nasty smell to it. I call… they apologize and it happens again and again. Then, when your send in your items- it takes up to 3 weeks for them to process it. What that means is that your account shows "overdue" which means that they will automatically freeze your account until the items are marked as received. Sometimes I send a bag with 4-5 items in it. 2-3 are marked off but the other items take another 10-14 days to be accounted for which makes no sense. As a result, in December I was only able to use one of my 4 shipments because my account was frozen the entire time. I would call, yell… they would tell me that they will unfreeze it and then would not. I pay over $300 to have 4 shipments a month which basically I can't use because they are short staffed at their company (which they admit to)- that is causing significant delays on processing items they receive. I also am starting to think that this is a very good scam on their part. They freeze your account - you can't do anything about it- yet they refuse to give your credit for the month despite acknowledging that they are taking "longer than usual" to check items. I am in the process of taking legal action! Stay tuned! :)

This pains my heart to write this as I have been a loyal RTR customer for over 4+ years now. The service is progressively getting worse and worse. My last 2 orders were as follows:

1) Dress arrived crumpled in a bag with a broken hanger to my hotel room where I had an event. Needed to have it pressed and then folded it back up in the bag with no hanger to ship back. Did they change to plastic shipping bags and not the blue cloth garment bag?

2) Ordered a holiday outfit to my company's office, where it never arrived because there was a missing Suite # on the shipping address. Address was never verified through their website, I was never alerted to update or fix the address. When it was eventually returned back in their warehouse I was still charged a late fee. It wasn't until I actually reached out - that they told me what had happened. I just wish there was some proactive outreach or text alert so I could track it, help fix the situation and have an outfit to wear besides jeans and a blouse to my fancy holiday party.

Regardless, they are making it harder and harder to use their service and I'm just disappointed.

Like many other people have said, one of my chosen dresses wasn't available and I had to choose a different one at the last minute. The dresses also had to be at UPS (and it's UPS only) before noon on the fourth day, or they start charging $50 a day. It's such a tight window! Then, both of the dresses had serious wrinkles, and one was the itchiest, scratchiest dress ever. Whole thing was a little underwhelming.

CAN I GIVE ZERO STARS
Terrible first experience - they changed one of my choices out at the last minute and then none of them arrived on time for my event. Actually it WAS NOT UPS's issue - it's clear the company did not ship it out in time. Still waiting to get it the package but won't have it in time. LAME SERVICE - not using them again.

They screwed up the address because I couldn't get their website to take my order. Spend hours picking a dress and then had to scramble to day of my even to find another one. They di refund my money (which they SHOULD) but that a doesn't get my time back nor a dress to wear. The tracking said del by 8pm so when it didn't arrive I called but in order t pick u at local UPS I had to call by 7pm. Very NOT helpful. Most women who would use this site are very busy and this is very time consuming. AND very hr dot get someone on THE PHONE.

UPS failed to scan my return to RTR on time and Rent the Runway charged me $158 dollars in late fees for 3 days. Despite informing them of the situation early on and insisting the tracking information provided with the original delivery was not showing up on UPS's site --as well as trying to provide RTR with footage from my apartment building proving that UPS picked up the returned items prior to the rental due date,-- I was offered $38.66 as a refund.

I made six phone calls and each one-way conversation (rep just read off of a prompt) ended with the representatives refusing to acknowledge my requests to speak to a manger. One offered to have a manager call me by the end of the business day to discuss my situation further; however, I never received a call. In fact, the next representative I spoke with the following day informed no such request was placed according to her notes.

I will never do business with this company again. Instead of listening to a customer's individual issues, having the reps repeat the same prompt again and again will surely cause the company to lose more loyal customers.

Believe all of the horrible reviews! I didn't. I thought that it couldn't be that bad and credited all the bad reviews to hard to please people. Believe what you read! You will not get what you order, you will find out at the last minute and they couldn't care less! I had a customer support person LAUGH at me. They DO NOT CARE about the customer. They WILL NOT DELIVER. Stay away.

I was charged over $300 in late fees even though I got the dress back in the mail two days after my event. I didn't notice until months later and they basically just told me it was too bad.

This has been the absolute worst clothing service I have tried hands down and I have tried a few. Terrible customer service! Multiple times I had complained about clothing being torn, stained, and tattered to the point that I could not even wear the garments! They looked like they belonged at the Salvation Army! Multiple times I tried to reach out to customer service, took them days to respond and then they really did not fix the issue as it happened repeatedly! They offered me a pitiful partial credit. Problems with orders, charging me fines, and again crickets when it came to customer service. When I threatened to cancel my account they basically just did it with no further notice!? Then offered me another shipment then demanded that shipment back before I even wore the clothes and again started threating late fees! How do you treat your customers like that when they have been with you for over a year and have spent thousands of dollars? Save your money and go with someone else. Literally the worst! If I could give no stars I would!

I used rent the runway this past November (2016) as a bridesmaid. My now sister-in-law found a dress she loved on there. The week of the wedding, I got an email saying that they no longer had the dress in my size and their solution was to send me a DIFFERENT dress. Please, RTR, tell that to the bride. They also sent me my size in a "long", I am 5'0, and the dress was layered, so their "magic two sided hemming tape" did absolutely nothing, thanks RTR for ruining my brother's wedding. DO NOT RECOMMEND THEM FOR BRIDESMAIDS, despite the fact that they advertise for this.

I am sad to see so many negative reviews. So why am I different? I decided to try RTR for the first time when I had 2 formal events in one month. Why not just try unlimited? So I did. Now I am hooked. I think when you have the pressure of 1 specific event it is more stressful and more upsetting if you don't get exactly what you want. For me it's more about having fun with fashion. I attend at least 2 evening industry events a week in addition to daily work and I get tired of the same old clothes. For me this is about just wearing something fun and new, not just a very specific dress. Unlimited has allowed me to expand my wardrobe for $130 per month. I have made that my clothing budge instead of buying new things and getting tired of them. I average 5 articles of clothing a month sometimes more. You have 1 return shipping label at a time for your 3 revolving items, however if you pay to ship things back separately yourself you maximize the number of times you pick a new item in a month. I have received things that don't fit but that isn't their fault. I just ship it back and when they receive it I get an email to pick something new. I have received a overly loved dress only once and they took care of it right away. I am wearing some really fun, on trend, sometimes very expensive dresses for only $130 a month. I think I am saving money!

So I rented a dress recently for my bridal shower. It was supposed to be here in Friday by 8pm. Somehow FedEx screwed up and instead of going from NJ to NY it went to TN. I called the number listed because I didn't want to pay for something I couldn't wear and then pay for late fees returning it. I waited on hold for a little over 20 minutes for someone to talk to. In the end they rerouted the dress back to them and refunded my money without a fight. They also offered to talk to FedEx and have the dressed guaranteed to me by 10am the next morning. I declined due to the fact that I would already be out of town for my shower by then. FedEx even called me to verify if I was home to have it delivered. While the transaction wasn't ideal I would be willing to give them another shot if needed. FedEx on the other hand, not so much.

Soooo... I have a black tie wedding to attend. TOMORROW. With NO DRESS. I have been in contact with customer service for 48 hrs (via phone and email) as my dress was supposed to arrive on Wednesday. Finally they called me back today to let me know they aren't sure what is going on with my order and will try to give me a call back later if/when they find out...
UMMM. How is that going to help me for my event in less than 24 hours!? I feel completely taken advantage of by this company. They haven't even offered me a refund! DO NOT USE THIS WEBSITE. What a ripoff!

I loved the idea of unlimited swapping, but the process has been a nightmare to say the least. I signed up, paid and ordered my first round of clothing. After returning my first three items I was locked out of my account. I called numerous times (was hung up on once, was put on hold for over 20 minutes, etc.) On my fifth call I finally had someone who gave me the email address to message about my issue. Eventually, the problem was solved. I asked for a refund for the month I paid for, but didn't receive service for. I even said that I would continue with an account, but would like a refund or have what I paid be applied to the next month. They told me no... so I paid $140 for 3 outfits and they've now lost my business. I was also trying it out for friends, who after hearing my story will not be signing up. Very poor customer service. Seriously would not recommend! Really shocked that a company like this can behave the way it has. If they refunded me they would cover their "loss" in a month. Ridiculous! Would still give them a second chance if they refunded me, but for now it's the principle of the matter