Rent The Runway

They continued to charge me after I canceled my membership. I stopped using the service because clothes were always in poor shape or unavailable. Overall a very disappointing company to deal with.

My dress was supposed to be delivered yesterday before 8:00PM and I never received it. Their customer service said it was open until 9pm and I emailed several times and tried chatting with an agent online and not one SINGLE person answered me back. Called this morning to be put on hold for 20 minutes and when someone finally answered we had to go back forth through phone calls 4 different times for them to tell me that my dress would get to my house which is an HOUR away from my work sometime around 2pm. I expressed the importance of this dress getting to my place of business because my event was at 5pm and I work all day and can't leave to drive an hour there and an hour back. She said in order to change the address it would delay it by a day! I'm like I NEED the dress Tonight, it's not going to help me if it gets here tomorrow. The refund is going to 5 days or longer to get my money back! Do NOT rent from this website! It's a JOKE!

I have been a RTR Pro member and avid user for at least 3 years now. It used to be great, now it's terrible. Their entire business is built on the premise of delivering clothing for important special occasions and when they repeatedly fail to meet that expectation, it renders their company useless. My (and friend's!) past few rentals have not arrived on time and when you call customer service when you find this out the day before your event, they are rude and basically don't care. They'll offer you an option to pick out a new dress, but since it's so last minute, all of the remaining available dresses in your size are picked over and hideous. When you place an order for a dress at least a month in advance, you expect it to be there. They claim renting is "stress-free." Ha! It has been nothing but stressful. My most recent fiasco involved them canceling my (bridesmaid) dress and having it returned back to them when it was en route to me. WHO DOES THAT? All I did was call to see why my dress was delayed and see what my options are. Next thing I knew it was marked "return to sender" which is apparently irreversible. Now there was absolutely not even a chance that my dress would get to me on time since they stupidly cancelled it! They have cute dresses and it's a great concept, but if you want to be certain you have something to wear for an important day, just buy a dress because you can't trust RTR.

DO NOT ORDER FROM THEM. I placed a rent the runway order on 9/2/19 for my SISTER'S wedding which is on 10/6/19. On 9/28/19 they reimbursed be for the dress WITHOUT sending me an email that my order was cancelled. Delivery was scheduled on 10/3, and when my package didn't arrive I called RTR where they told me they had to perform a systems upgrade and that my order would not come through. This customer service is TERRIBLE and had no consideration for me as a person who ordered dresses for her sisters wedding. They gave me no notice and no sympathy. It also left me with nothing left to wear at the wedding. Please do not rely on them for an order.

I just restarted my RTR membership. I was successful in finding a dress last Spring, but didn't have a need for anything over the summer. Having a black tie wedding this fall, I tried RTR again. What a disappointment. The first 4 dresses arrived and the odor from the bag was that of urine. I was afraid to try them on! Didn't matter really, all of the dresses were WORN! Lots of noticeable wear & tear under the arms, at the hem, on the zippers etc. Between the poor quality and the smell, it didn't matter if they fit. So I thought I would give it one more try, maybe it was just that batch of dresses Exact same experience with the next 4. These dresses need to be RETIRED! I get that I am renting, thus sharing with others, but this is shameful as these dresses are in poor condition and whoever is supposedly laundering them seems to be using something that resembles urine.

Good concept - worked for me one time, so there's that. The process has been pretty good with shipping and returning and pausing the account, but not worth the money if I can't wear anything! Hope they take the feedback seriously and get some pride back.

I'm going on my 5th out of 5 weddings this year. December was a very busy month for me so I decided to Rent the Runway and try their subscription process. I overall, after my experience, would advise you that it is not worth the money. My number one issue was with shipping. This being the holiday season, shipments were ALWAYS late and especially the day of traveling, causing me to have to stay HOURS waiting for a simple shipment before I could leave and destroyed plans that were the whole intent of this shipment. I thought after the first time I would give it another chance and just plan ahead. When customer service seemed to be helping me when I mentioned my experience they didn't even take into consideration to do next day air or arrival by 3 pm. So, instead, I waited until 11:30pm at night to receive my shipment for the last wedding. I completely ruined my night and unfortunately never plan to rent the runway ever again due to lack of clarity and consideration. If you pay for a service, I think the least they could do is ensure you get it first thing the next day? That is quality customer service. Not what they are currently offering.

I ordered a dress in two sizes, months before my event, and NEITHER of them were shipped! They communicated the lack of stock WHILE they were supposed to be shipping, so no time for me to make a substitution though them. (Or to find something on my own.) Their 'stylists' just randomly sent two other dresses. The dresses did not even match the style of my event and my original selection or anything i had favored on the site. Just whatever random dresses they had around, probably the styles no one wants to rent. They didn't even fit. Customer service is no where to be found, even during business hours. The e-mail says, 'just reply if this doesn't work out for a refund' but no one responds. I also tried chat and phone. My 1 star rating of the dresses they sent (for being terribly ugly and poor fitting) never got posted to the site. So all the positive dress reviews you see are all filtered first! They also hide the ability to post reviews on Facebook, so that is a telling sign too. I think I will refute the charge on my credit card, since the products ordered were not delivered. Let the credit card company deal with them.

Update: RTR refunded all but shipping on my purchases and offered a 20% off coupon. It took about 3 days for them to respond. So I updated my review to 3 stars. I would still never use them for an important event. But I was refunded once the dresses were returned.

I rented what I thought was going to be the perfect dress for an upcoming wedding... I reserved the dress in MAY, today I was informed that my dress had either been returned late or was damaged, so it would not be available for shipment. Customer service suggested I pick something else out (told me to list 5 dresses I liked and they would ship one) NONE of those dresses were available either.

I have just canceled my order and will not even be attempting to use their service EVER... hopefully I can find something before the wedding this weekend.

DON'T WASTE YOUR TIME!

I used to love the unlimited service and would be so excited seeing the blue bag waiting for me at home. However, the service and quality control of the employees as well as the declining quality of merchandise has me ready to quit after several years of subscription. I've had multiple issues with items returned that they don't scan back in, leaving me having to stress and work with them to find it. I've had shipments sent in bags that were so beyond damaged, the dresses were falling out as they are delivered, but if I send two back in a bag I can't prove it was returned (like when they don't scan it in as mentioned above which happens more often than you'd think). That's not even taking into account the merchandise quality control issues - stains, tears, unraveling hens, hems redone quickly and unevenly in a mis-matching thread, dirty clothes, used Kleenex and melted chocolate in the pockets (gross!). Then there is the actual clothing - what used to be high end glamour things has been downgraded. Often the few they have are out in almost all sizes, leaving you to try to decide between a tent dress that flatters no one or a pair of Levi's (really? Levi's is what I pay $150/month for?).

After ordering two dresses for Holiday parties and supposedly securing them I was informed the night before they were to arrive that they were not available but I could rent others up to two times the rental cost. I quickly and in a panic asked for two others to be told they would for sure arrive "a day later then expected and with a 25% discount". I missed my first party and was just now told I will miss tomorrow too as they don't have the third round of dresses that were to be delivered today. What the heck kind of business does this to working busy professionals with families? Completely undependable. RENT THE RUNWAY IS NOT RELIABLE and YOU WILL NEVER GET WHAT YOU REQUEST.

I joined unlimited membership, and the first order i put in 3 dresses for my event. After more than a week it's not here. So i want to check tracking but it's not showing, saying it's not available. The i contacted customer service, first one did not say why they never deliver the package, but just told me it's now returned to their warehouse, and she wants to give 40 credits for next month unlimited membership, it's like "sorry you paid 130 for nothing, but next month is only 90 bucks for nothing" what a discount! Then the second customer service, she/he literally end the chat before finish conversation. Then i want to cancel my membership, NOTE there is no way to do it online, you can not even delete your card info. You can only call their customer service. And guess how that turned out? 20 minutes waiting on the phone. So i dialed again and this time i choose to "speak with sales people for placing an new order" to see if they pick up, this time they say the estimated waiting time is within 5 minutes, but after 10 minutes i gave up, because the sales people may want to transfer me to another department that only plays music for you. So overall, waste of money and time. I have to change my credit card number in the end. The only way to prevent future charges.

1. In the few months that I've been an unlimited member they have never once delivered my order on time. It's usually about 3 days late. So you're never going to get the value that you plan to get because there will always be about a week between returning and getting new items. And you can't plan ahead for an event because you can be sure the outfit you want to wear won't make it on time.

2. They have recently started prioritizing the occasional renters over unlimited so there is almost nothing available to unlimited subscribers anymore. The last 6 times I went to the store, I spent time looking for exactly what I wanted, and each time I went to check out nothing I wanted was available to me because they were only open to occasional renters. So you end up renting some ugly $#*! dresses you wouldn't normally ever want to wear because otherwise you're left with nothing.

3. The customer experience is awful. The "help" button on the website is merely decorative because they never respond to emails and they are never available on chat. If you call you'll be on hold for 30+ minutes at any given time. When you want to cancel you're literally going to have to dispute the charge with your credit card after notifying RTR multiple times because they won't respond to you.

I can't wait for a better company to come along and do what RTR set out to do and failed. It's a great idea but they don't value their customers enough to get it right. They should overhaul their entire customer experience team, go back to offering value to their subscribers so the recurring revenue can feed the rest of the operation.

A dress that I rented and was charged for months in advance did not arrive the day it was expected and unfortunately I had to leave the next morning and would not be able to receive the late package.

When I contacted them, they offered a replacement and a refund... or so I thought. So, I requested a replacement dress (one that was sub-par because of course the one I originally ordered was now not available). It was completely their fault and they even admitted to it, but then they refused to offer my refund because they stated I received a replacement dress and I misunderstood the transaction.

So, I was supposed to just eat up the cost and suck it up and get a stupid last minute dress that no one wanted without so much as a credit or refund.

If this is how they operate, I cannot recommend this company to anyone. I am almost in tears about how deceitful and unprofessional this company is. I have rented many times previously from them and had been a loyal customer, but if this is how they treat people who have supported them, they don't deserve your time. Shop somewhere else. Rent somewhere else.

Oh, and P.S... some of their dresses are so very used and look very worn as well.

RTR's cancellation policy reads that if you do not cancel a full 30 days prior to the date you intended to receive your item, you will receive absolutely no refund but instead be given a "store credit." In my opinion, this is not a refund. Moreover, if you do not cancel the order a full 14 days prior to the items arrival, they will not only fail to give you a refund but also withhold about $15 of your store credit for the "late cancellation." This is true even if you initially make the order within that widow in error and immediately call to cancel it. In my particular case, for example, I rented a dress 15 days before an event and within two minutes of ordering realized I had selected the wrong date. The dress I requested was not available on the date I actually needed it, so I had to select another item, which was fine with me & found one the next day; however, because I was now within 14 days of when I originally requested the item's arrival I was also charge a fee for cancellation within 14 days & advised that because all of this occurred within 30 days of the (mistaken) arrival date, I would only receive partial store credit to my account. Needless to say, I will but not be using that credit as I want nothing to do with this company. After googling their predatory policies I see several articles written regarding their poor business practices and sad customer service.

I am leaving this review because after a month of trying it, (2 shipments, 7 dresses) I was not able to wear any of them. The quality of the clothes is really bad. I am not sure if they actually clean them. One of them had a zipper broken, the other 4 were stained (the looked like they were dresses I pulled my great grandma's closet of how yellow they looked) and all of them had a terrible smell. I promise that with the ~$120 you spend with that service you can go to ross and get you WAY better dresses, and still have half the money left. I was so upset because I thought I could use of the items I ordered for my graduation and save me a trip to the store during finals. Instead, the day before my graduation I found myself rushing around town trying to find a dress. I called them to ask for a refund since I could not wear anything, but they were not helpful at all. I asked to speak with a supervisor, first they hang up the phone, called again and they had me waiting to tell me no supervisors were available. What a scam. I gave this company money for free, save yourself the headache!

I heard so much hype about it and I was excited to receive my dress I had ordered one month prior to my brother's wedding. After I placed the order I noticed they offered a free backup size (Cool!) so I emailed to see if I could still add it, the "Stylist" was super responsive and added the backup size free as promised. Fast forward a month later, and a week before the event I get an email that the backup size was not available, no big deal, I was confident my standard size would fit and replied to confirm that the original size would be available. The stylist assured me my original order and size were good to go. Now it's 2 days before my Brother's wedding and I get a second email saying the original order/size is not available! I try not to panic, they tell me I can find another dress and they'll send it. OK. I pick the only other dress that will work (It had to be red and additionally not god-awful ugly) and I send to the rep. Surprise! That one's not available either! So now amidst all of the other things I have to do to prepare for this wedding, and aside from my 11-hour a day job, I have to find a dress (within a 3-hour window mind you, as this is the only time my schedule will allow to even browse a store during normal working hours). The only reason I'm giving two stars is because the reps were responsive in Email and they told me they would refund the full amount. I'm so beyond disappointed!

I went to an event at We Work in Chicago (west loop) and spent time chatting with a stylist about RTR and their unlimited service, which I had been contemplating for some time now. I was never given a verbal expiration date, in fact, when I asked if I had to use it right away the stylist said no it can be activated when you are ready. So I browse the app/website for a week or so to see what I should start with first. After favoriting 100+ items, I was excited to start my trial month, but the code says it is not recognized. I decide to chat with a representative who tells me that the code expired on 11/24. Oddly this was not only not mentioned to me, but I was also told there was not an expiration date and there is not one on the card. This is extremely disappointing. The customer service was less than desired- with a long initial wait time and then a few minuted between each response, only to hear that there is nothing that can be done to help me and a very insincere "sorry" (only mentioned once during the conversation). I get that promo codes have to expire but how is it fair if you don't mention the dates anywhere on the card OR in person? I would have happily entered my card two days prior had I known that it was going to expire. This has been a less than impressive RTR experience, which is sad because I was quite interested in becoming a regular monthly subscriber.

This company was great a couple of years ago when I first started using it but has grown increasingly unreliable. I have rented four times in the last month and out of those four times I only received the actual item I ordered once. My friend an I both order for the same weekend this time and both of us were told the day before the event that our dresses were not available. In the past if this were to happen someone would call days before and help you pick out something else and explain that this rarely happens. Now it has become the norm and you just get an email, that goes to your junk mail, one day before you are supposed to receive the dress saying it's not available. Then they ship you some random outfit if you don't reply immediately. Not to mention they don't respond to emails for a least two days and if you call you are always on hold for at least 20 minutes before you can speak to anyone.

Ladies, it's not worth the hassle just to be left scrambling the day before your event to find a last minute outfit. Consept is awesome but this company can't follow through.

I was spending hours everyday looking for something in my size. It is very difficult to find anything in my size. I tried their service multiple times, and it was always the same issue.

They charged me for a higher membership than I chose and then refused to refund me for it. Didn't even speak to me about it just said nothing can be done

I rented my original dress a month before my event (my brother's wedding). The night before it was slated to arrive, I get an email that something happened, and it wasn't going to arrive and I had 1 hour to pick out something else, or they will just send me a replacement. As I was at work when I received this email, I responded with two emails, asking for help and never received a response. They sent me a dress I didn't like and not at all what I was looking for. I emailed them again expressing my disappointment in their service and received an email back and someone assisted me picking out a new dress. That dress was supposed to arrive by noon on Saturday, the day of the event. On my own, I checked the status Saturday morning and it apparently had changed, and wasn’t going to arrive until Monday. That I didn’t even receive a notice about the change in status, is beyond reprehensible. Further, when I called to find out what happened, their response was oh, we will issue you a full refund. Clearly no one understands customer service over there. Instead, what someone should have done is get on the phone immediately with UPS to find out where it was and see if there was some way to get it to me, because as I found out later, it was in Brockton, only 45 mins from the venue. Even more so, after I was already disappointed in their customer service after the way they handled my order already. Seemingly passing the buck and blaming UPS is a cop out. You should be responsible for your products and service and trying to blame someone else, is childish and bad form.

Awful experience with Rent the Runway and their customer service.
I tried their 10-item plan for $ 99.The quality of the delivery was low - crumpled package, wrinkled clothes (photos attached). They don't look like they were cleaned properly and obviously, I didn't wear any of them.
Another unpleasant experience was with their customer service chat - I tried to reach out to them via the website to clarify the details of my plan, and didn't get any clear responses to my questions - just the robot ones. They don't care if their clients are satisfied or not.
Plus be ready to pay extra fees for everything - if you need an outfit for a specific date, even if you are not on the cheapest plan, they charge extra. If you want a specific outfit and don't want to pay extra, there is a very little chance that it becomes available when you need it, so you end up paying extra to make sure it is. I wouldn't be surprised if some outfits are on website only to showcase and they actually don't have it.
They promise a free pick-up and actually it's a scam. If you schedule it nobody shows up. Make sure to drop off in UPS not to be charged extra.
Don't waste your time and money on RTR.

There's no 0 star option?
Do not use this company. I returned my dress on Sunday May 8, for UPS pick/up on Monday May 9. On Tuesday May 17th, I got an email saying that I was being charged $350 for a late fee. $50/day. I guess they think that the dress should have taken two days to get from Alaska to NY? I replied to *******@renttherunway.com stating that I had returned the dress and I dispute the charge and to please contact me. Then 1 hour later, I got an email saying that the dress had arrived. It's been over 48 hours and no one has returned my emails about the unjust $350 charge. I honestly think the dress was at the facility and no one had checked it in.
When I call Customer Service, conveniently, they have nothing to do with the Collections Department. And you can't call the Collections Department. You can only send email after email with no response. I'm going to dispute the charge with my bank account.
I can't believe there was no warning on this. There was no email a week ago saying, "Hey, we haven't gotten your dress yet, etc". That would have given us both time to investigate it with UPS before charging me $350.
This company is a total scam. It's not worth it.