Rent The Runway

I was so excited to try this service out, but ended up being disappointed in the product selection and customer service and cancelled after 2 months. I signed up a month before a wedding in hopes of finding a wedding guest dress. There were a few items in my size and maybe 10 new dresses were added within that month, despite the fact that RTR prides themselves on new items daily. I ended up NOT getting a dress for my special event and had to buy one elsewhere. Also, they let you have up to 2 items 'free' within your first 2 months as you're getting used to the platform. I tried to do this and they told me no. Would not recommend.

I really wanted this to work out. I love the idea of renting or borrowing clothes instead of purchasing them. But their company is just an all-out mess and it's too frustrating to be worth it. I did a one-month trial subscription and they lost TWO packages and tried to charge me $600 for clothes I had already returned. The same dress arrived damaged, twice. Their customer service department is constantly asking to confirm the same information over and over, you spend half the time confirming stuff--which they clearly don't bother to do on their end since they keep losing stuff.
Not only that, but the clothes were all the same style and awful. Puffy-sleeved peasant blouses and crop tops--that's it. Apparently your only options in 2022 are "1970s disco" or "I just stepped off the covered wagon." Every piece I tried had a super short torso.
Just not a winner, all over.

Do not rent anything from this company without reading the fine print.

I signed up for the unlimited and loved being able to rent clothes and keep for weeks at a time. I recently decided to delete my unlimited subscription and didn't see the note of the date my service was cancelled either because it was never sent or it was lost within all the useless threads of RTR trying to keep me as a customer. Two weeks later I got slammed with over $600 of late fees ($50/day per item) without any notice beforehand my items needed to be returned. Working with their Collections Department now, but what a horrific company preying on customers and taking advantage like that. Never again will I rent anything from them! Truly disgusting business practice and company.

I hesitated writing a review but this company finally made me hit my tipping point. Long story short. I rented a dress from them that gave me HIVES. It was disgusting (I'll spare the photo). When I told them all they did was "Thank me for letting them know". Seriously? Their customer service is terrible and I now question their supply chain and "cleaning practices". There are so many other services out there being the "first" to do something does not always mean the best.

I have used the services of Rent the Runway for about 6 years. When it started out, it was much less expensive, and you did not see 4 of the same outfit at events. I did Unlimited this month and when it came down to it, I wore 1 dress. The others were in ok condition, but did look worn. I believe they time it strategically, and ship at a slow rate, so one does not receive many different outfits. I have also found that the customer service is severely lacking. Another issue..."we are experiencing higher than normal shipping, so your items may be late..." No hire more people and fulfill your obligation to your customers. I will not be utilizing Rent the Runway in the future... also, the 4.5 star reviews on their website are for the clothing, not the company!

I signed up for a promo and then returned all clothing (shop worn, yuck) within a few days of receiving. THey continue to charge my cc 171.00 monthly as they need to file a claim for the lost return and won't cancel my account until then. The UPS tracking shows it was picked up from me but never delivered to them (how is this my problem?) Customer service says oh well so sad you didn't read the fine print! NEVER do business with these losers...

My dress that was supposed to arrive today for my anniversary party tomorrow never showed and now it's not supposed to be arrive until Tuesday. I reached out to their customer service 3 different ways (email, online chat, instagram dm) multiple times today with no response. Not even a we will look into it. Don't use them for anything special or if you do, have a back up.

I no longer use Rent the Runway. Twice I've used them for a wedding cocktail dress. Twice I've been disappointed. My dresses arrived in time, however, they were in poor condition. One was badly stained and I had to have it dry cleaned (RTR picked up the tab). Another smelled like BO (not cleaned) and another had the under lining hanging out. Where's the quality control?!? Their customer service is very good, but it's too late when you're going out of town and don't have many options. I won't use them again and I actually steer customers away...

Was going to get a membership until I tried to rent 10 items and could net rent any of them for at least 3 months that alone is a joke never mind all of the terrible reviews from customers. No clue how they are even open. I will pass

I have had pretty good experiences with dress rentals even when there were problems with dresses sent. Luckily they give you an additional size option. However I am reviewing for anyone who purchases from the final clearance sale that they may send a totally damaged item without disclosure. I purchased a purse at $140 and it came with a rip across the strap where when worn is totally visible. I have ordered final purchase items before and it always came in good condition. The RTR team would not reimburse or replace my purchase even when I sent photos of the damage. Very disappointed with their customer service decision. I won't be spending my money on final clearance purchases again.

I have been an unlimited member for over a year... normally, the service is great, the selections good, and a fun way to fill in your wardrobe. Lately (last 2-3 months), clothes have been arriving in bad shape (not sure they were dry cleaned), and consistently late! I've been caught out too many times without my orders... BEWARE!

RTR has been OK in the past, but I've found that 1. Their unlimited service is $$ and not worth it. Nothing I ever want is available, and for the price, I can BUY something more current season from the REal Real.
2. Their designers are kid of going downhill. I think seeing Kendal & Kylie handbags on there has sort of sealed the deal for me. I'm to embarrassed to rent anything here again.
3. I can't believe they charge such prices for OLD season items. They are not priced accordingly. There are some dresses on there that are literally from like 2014 and they are still charging $300 per rental. Insane.
Sorry, but their business model just isn't sustainable or appealing to me anymore.

The concept of rent the runway is great, but the company itself is not interested in customer satisfaction or in being an honest, fair company. They send pretty old, worn clothes that often smell bad and it's incredibly difficult to get refunds or help from customer service. If you purchase an item from them you will likely regret it. You have such a short window to return the item you basically have to send it back the same day and there are fees associated with returns. It's just an all around dishonest company that doesn't care about stealing money from people. I'd stay far, far away. I honestly can't wait to see this company go under, it is run by bad people.

Customer service never replies back to you, they rent you clothes that smell, the neck line of blouses and shirts are all worn out, the zippers on jackets are over stretched. At this rate, this company will be gone in a few months.

Don't waste your time. My first month with an unlimited subscription was a decent experience, but that's where it ended. They never have your size, it takes WEEKS for clothes to arrive, even when you're told otherwise. They drop your order and notify you AFTER the fact. Trying to rectify any problem becomes another problem in itself. Customer service is unresponsive and inadequate. Save your time and energy.

After placing my order, I read enough nightmare stories about RTR that I decided to cancel. Even though my order had not been packaged or shipped and there were still 3 weeks until delivery, they not only charged me a $10 cancellation fee they also will only give me RTR credit. This policy is ridiculous. They have effectively ripped me off. I know multiple people who have similar stories with returning merchandise, merchandise being worn, the wrong size etc and being unable to get their money back. Do not use them!

For 2 months I rented dresses to try for my daughters wedding. I chose the dress, shoes, accessories, everything. I ordered the dress again - even paying for an 8 day rental to be sure it was here and ready. I hear nothing from RTR. The dress arrives - I open the bag and instead of the long, Gray beautiful gown I ordered there is a short, red and blue dress!

I call. They say the dress I reserved in March was damaged and unavailable and so they sent this one instead. No communication with me whatsoever!

Completely irresponsible! A decision and planning that took months dashed and now instead of relaxing before the wedding I'm panicked and shopping for another gown!

NEVER AGAIN!

Horrible company - no honesty, integrity. Contrary to what you may have been taught as a child "I'm sorry" does not fix anything!

I've been an unlimited member for 3 years. Over the last year, they switched carriers, which lead to delays and significantly less rentals. Now with the current program, there is no incentive to return items, so you'll never have access to the best pieces. Delivery takes so long, you can never get what you've paid. I tried the 5 shipment plan, nut with two weeks wasted waiting for delivery, I'll never get to use the shipments I've paid for. Customer service is unresponsive at best - for at least the last 10 months. Finally, I've received multiple shipments of damaged, over worn and unwearable items (not ironed, etc). Don't waste your money... all you'll get is aggregation

I have been an Unlimited Member for two years. It just keeps getting worse and worse. Customer service terrible. Turn around time on orders is so slow, sometimes I barely even get more than 2 or 3 per month. Sick and frustrated and quitting my subscription. There has to a better one out there. Good thing they still have people trying it that have never heard of it. I don't know anyone that has had a good experience.

I've used RTR for three years now and have never had a problem until this past year. All of my rentals in a 3 month period have been late, damaged, or just never shown up. It is impossible to talk to anyone with their phone system and if no one replies to your emails then you're left in the dark. Not having a rental show up with no explanation, no refund, and no contact is totally unacceptable. I will never use rent the runway again.

I had two dresses ordered and was thrilled with the price. I am going to prom and found it unlikely that I would wear my dress more than once, so it would be better to rent. However, I got nervous after reading reviews and decided to go out and buy a different one. I cancelled my order, only to receive a RTR credit that I will never use. I tried to use their 'chat' feature but it has been over half an hour and no one has responded. They claim that "our team typically responds in a few minutes", and will say things like "one moment!" or "shortly", but why? Thirty minutes is not one moment, nor is it a short period of time to answer my yes or no question. I hope I can get my money back because I never plan on using this website.

This site became such a time consumption in trying to find items available in my size, that I ended up cancelling after 1 month and never even accepted a shipment t. Further, the discount code provided for the first month of membership was never applied and I was charged the full amount. Billing was unwilling neither refund or at least correct the charge. I'm now disputing with my credit card. Terrible customer service and availability. Save your time and money!

I signed up for unlimited with returns taking over a week to process. I use two other renting companies that returns consistently beat RTR and were significantly cheaper. Customer service doesn't exist and calls have wait times "less than 60 minutes" with no one actually picking up. Online chat is always "offline" and email responses blame you and keep asking questions for more detail with no resolution... with response times that are days. RTR seem to not function on weekends.