Rent The Runway

RTR used to be fabulous! You used to get two dresses for one price. Now you get one dress, 2 sizes. The dresses used to be in superb condition, now I've had dresses come faded and obviously worn hard
Customer service is TERRIBLE and RUDE! They are rude! When I ordered a pop up came up saying for only $16 some odd dollars your shipping and insurance on this order will be free as well as all your other dresses this year. After falling for this (and yes, I read allllll the details), I was charged over $30 extra dollars for it. After basically fighting with them, I got reimbursed. Flash forward a week later, I decided to cancel my order bc I had found one to buy. I double checked on my RTR account and it said, no upcoming orders. So canceled obviously. Receive an email today saying my order has shipped. What!? So I call and kindly explain to them I had cancelled, blah blah. They said, "im sorry, we'll give you a store credit." I explained I want a refund not store credit! I won't be using them anymore. They said they couldn't. I said, then I'll disputed it with my CC company. After getting another rep because the other hung up, she was rude and her tone was nasty when she said, "If you're so adamant about a refund, we can give you a one time courtesy refund."
AWFUL, GREEDY company and RUDE employees.

We, the bridesmaids, rented our dress from rent the runway for a wedding this past weekend. We went to the showroom over a month in advance, selected and reserved our dresses for the big day (March 18th). From the start, the showroom experience was terrible- the girls that work there were rude. We called in advance for an appointment but they said we didn't need one- turns out you can make an appointment and we should have. Many of the dresses in the showroom were clearly worn and in used condition. The staff was not helpful with sizing or style suggestions- they also seemed miserable and acted as if we were inconveniencing them-- but I t didn't matter because 2 days before the wedding they emailed some of the bridesmaids to inform them they didn't have the dress we ordered available in their sizes anymore. 2 days before the wedding! The only option they had that was available in a wide range of sizes for rental in 2 days was a rose gold sequin dress- we had no choice. The dress arrived, luckily everyone looked nice-- except the maid of honor's dress never arrived. Good thing the second size dress someone received fit the maid of honor. I will never ever use this service again, I would never recommend for someone to use this company- unreliable, rude, and terrible customer service. Stay away!

We ordered this dress well in advance of my daughters prom. We took a special 3-hr trip to the flagship store in NYC to make sure we chose a dress that fit. We checked the account EVERY WEEK for 10 weeks to make sure all was in order. Three days before prom, we checked the account again (mostly to admire the dress) and saw that the dress was now Unavailable for Delivery. THREE DAYS before Prom. Customer service offered to send another dress (or 3 or 4) to make up for the inconvenience but it wouldnt have helped because my daughters frame is so slight, some size 0s dont even fit her. After a river of tears, we were left to go prom dress shopping at the very last minute and pay for expedited alterations. And, in the end, payed three times as much as we had planned with the original rental. Customer service said her best guess was that the dress was damaged by the previous renter. But heres the thing... even the day after we placed this order, the dress was never listed as available online. I am truly wondering if we were duped from the beginning. I would never trust this company again with an important event. I would not recommend their services to anyone.

Terrible, terrible, terrible first (and likely last) experience with RTR. They didn't have a back up size in the dress I ordered, so I was stuck with the single gown. It arrived on time, but the zipper was broken! Split, and wouldn't close the teeth. We tried to safety pin it closed, but it was unwearable and we missed the charity event we spent a lot of money on.
It was after hours there, so no one could assist me. I left an email that was promptly responded to with an apology stating a refund had been issued (turns out, it wasn't.) I understand things happen, but when I went and read the reviews of the dress I found SEVERAL reviews saying that the zipper was worn and difficult! All I can see if lazy negligence here- the company was time and time made aware of a zipper issue, but ignored it and sent me the gown anyways.
The worst part is, they told me a refund was issued back in February. This morning while paying bills, almost a month later, I noticed they it was never issued! I had to reach out to them AGAIN, and remind them that they owed me refund. I will say that the response was prompt, but there is NO excuse to receive a defective dress, when they were made aware of an issue, and then say a refund was sent when it wasn't.
Don't even get me started that they are still using fur. Had I known that, I wouldn't have ever even made a first order. It's really too bad because I had several dresses 'hearted' with future events in mind, and my friends have had good experiences, but there is no chance it's happening again.

I was just about to finalize my payment to rent a dress on RTR when I decided I would check the Terms of Agreement. This is the line that caught my attention...

In addition, at the time of your rental order for a Product, you hereby authorize RTR to charge your payment card for an amount equal to 200% of the original retail value of the Product (when new) set forth on the Site or App ("Retail Value") plus applicable sales taxes; provided that RTR will only charge your payment card for an amount greater than the Rental Fee as described below.

I thought wait to RENT a dress, I was going to have to pay $2000 for it?! If I could do that I would buy a dress. So I decided to do a little research when I found all the negative reviews on this site. It looks like they charge the 200% if the dress is late, which from the reviews I've seen, it seems like people got charged even when dresses were returned on time. I don't think its worth the risk, I'm glad I read that agreement. I suggest everyone else do the same!

After placing an order over 2 months in advance, I received an email the night before delivery (on thursday) saying that the dress was unavailable in my chosen size. They would be sending the backup size and the alternate dress I chose upon ordering. The alternate size was too big, and they sent the backup dress in a size 2, which i would have never chosen because i am not a size 2- but i was told that's the only size they had. So basically, they didn't care that a size 2 wouldn't fit me but sent it anyway. After speaking to someone on thursday and choosing another dress (with very minimal selection because it was so late) in my correct size, i was told it would be overnighted to me (and I'd get it on Friday for my saturday event)- so i did not go out shopping knowing the dress was coming. Email was received on Friday morning that the dress would be coming on MONDAY. 3 days after expected. Now I'm left with ONE day to find a dress and with a one year old, it's almost an impossible feat to get out shopping. I will never use this service and will make sure everyone knows what a nightmare it has been.

I used this service in order to rent a dress for my fiancé's military ball. I was excited to get a dress at an affordable cost without going to the mall. I hadn't read any reviews except for the ones on the website and that was a huge mistake. My dress was guaranteed to arrive on Thursday by 8 pm and all day the information said that would still happen. That was until about 7:30, when it changed delivery to Friday, the day of my event. I contacted them and they said there was nothing they could do. I was forced to spend the day of the event frantically searching for a dress to wear, as mine did not show up in time. I eventually go the dress, and spoke with an associate that informed me I would get a refund. After returning the dress, I did not get a refund and reached out to customer service once more. They were extremely rude and did not care at all. The conversation did not even end other than the associate hanging up on me. They offered me no refund, only store credit, as if I would ever use the service again. DO NOT RENT A DRESS! Worst service ever.

I do not recommend at all. I tried RTR for the first time back in December for New Years Eve. I ordered a dress a few weeks before leaving town. I was pleasantly surprised to see my dress at my doorstep a week before my event. It was great. They made it so easy for me to return and it was such a great experience. I decided to use RTR for an upcoming wedding. I ordered a dress more than a month before I was to leave out of town for the event. A week out. And still no dress. I didn't stress out as I figured the dress would be at my doorstep "before 8pm on Thursday" Tuesday comes along. Still no dress. I started to worry because I was leaving town Thursday night when my dress arrived. I read awful reviews that night and kept reading horrible experience with this service. I decided to call the next morning to really see what was going on. The Customer Service rep (who was very nice) informed me that the person before me turned in one of the sizes late and didn't even turn back the backup size. My dress unfortunately wouldn't come in time for my event. She offered to overnight a dress up to 2x the amount of my original at no charge. I didn't want to risk it, so asked if she could simply refund my money. She did and said it would take 3-5 days to show up on my statement. I've read some other horror stories on how people didn't get their refunded so I'm hoping I'm not one of these victims. This was a day ago so I'm still hoping. RTR left me scrambling last minute to find a dress... it was awful. I would never do RTR again. Beware!

Wish I could give one star. Horrible customer service. Clothes are very worn. Shipments get lost in mail. Nothing arrives in 2 days like they say.

I tried the 5-piece monthly membership at Rent the Runway for the first time, and it was highly disappointing. The text concierge service was surprisingly helpful. However, there were several issues:
1. I tried to only ship 3 items in my 5-item membership. They wouldn't allow that, so the concierge was able to fill my bag
2. I had a few gowns selected for a wedding, and one particular gown I had my heart set on. It was my favorite piece. RtR shipped my bag, but the package never arrived. When I emailed them asking, they responded 16 hours later saying UPS had incorrectly sorted the package and sent it back to RtR. They asked me to re-fill my bag with the items I needed. My gown I wanted was not available in any sizes, and another gown I had in my basket was not available in a size I had previously ordered too. I asked customer service to just re-ship the same bag that had been returned to RtR, since I know the items in there are available even if not showing online. They said it was not possible, and so I spent more time wasted finding more gowns to add to my bag and attempting to ship them to me again before the wedding.

I am extremely disappointed that RtR couldn't fix the problem or assure me that it wouldn't happen again. Fingers crossed my 2nd shipment gets to me in time before my wedding.

There is not simply customer service, no body answers the chat, emails or calls. They used to be pretty good but they are getting nasty.

I have been a loyal RTR member since 2009. I was their biggest fan & promoter but I can no longer recommend this business. Beginning about 2 years ago I started having issues with my orders. Items I would reserve would become unavailable 24 hours before my reservation was scheduled to ship and the alternatives select by the stylists were always disappointing. If this was simply a one time thing I could overlook it, however over the last year Ive made 7 reservations and not one has been filled with the dress I reserved. Every single time Ive been told the dress I reserved was returned damage, not just my primary size but the back up size too. I no longer believe this standard explanation. I find it impossible to believe that on 7 different occasions the previous renter returned 2 dresses with significant damage. To make matters worse they ask for alternative options and then somehow those options arent available either. The website continues to show all the dresses with my sizes as available on the dates I need. I have no idea what the real issues are but my guess is they have no clue how to properly manage their inventory. In the past theyve at least offered reasonably good customer service but in my most recent experience even that hasnt been the case. Dont waste your time or money, its no longer worth it.

I was a customer for almost 10 years, and had nothing but great experiences. Then Covid hit and I took a couple year break, only to be smacked by a massive decline in quality control and customer service when I recently signed up for their monthly membership. I received my shipment only to send it back one day later — the clothes reeked of cigarette smoke and perfume (or maybe febreze?), and one had a used face mask in the pocket. Nice! The items went straight to the garage so they wouldn't stink up our home. When I contacted customer service, they kept repeating to me that "every item is dry cleaned and carefully inspected…", and asked for a photo of the clothes (but what would that have done to show the smell?). I'm sure the person I spoke with was just doing their job and following the script, but ultimately they took no responsibility for the issue so I canceled my membership. $104 down the drain. It's the last time I use this company, which is a bummer because I have so many fun memories from these clothes! I used them for endless formals, bachelorette parties, weddings, etc. Can RTR even survive like this when customers have so many other options?

I have never, ever written a horrible review about a business before but I am compelled
To after a horrific experience with RTR. I reserved an outfit for a wedding on a Saturday and at midnight on a Thursday night I was informed my order was not available to ship. I didn't have anything else to wear as I recently had a baby and wasn't the same size. I went to the retail store in my city (Georgetown DC) and chose a replacement dress that I actually loved. On Monday I dropped my dress at the UPS drop box in my office building in the envelope provided by RTR and went about my business. A week or so later, my husband informed me that we had a $264 charge on our CC. Baffled at what this could be, I emailed customer service who told me that they never received a dress from the tracking number they gave me and that it was my problem. Somehow this package vanished and I can't get accountability from RTR or UPS. In any event, I'm sure this kind of thing happens all the time as you're dealing with a 3rd party and the mail system. What is also shocking is that you don't even get an email saying your dress never showed up and they are charging you without even letting you know why or what the breakdown of charges are.

In any event, this whole experience was stressful and not worth any of it. I have a large network of people and will be emailing 100's if not 1000's of people telling them to
Never use RTR and to boycott:

They say they didn't receive the dresses back. Dresses were sent back in the box supplied, with the UPS label that was suppled They claim they never got them! Now, they've charged my credit card almost $2000 in late fees! DO NOT USE THIS COMPANY! You will regret it. Just buy a dress! Terrible customer service! YOU WILL REGRET IT IF YOU USE THEM. #DONTRENTTHERUNWAY

I rented a dress from Rent the Runway towards the end of June. I returned the dress after I ended up not wearing it. The dress was lossed by UPS and my credit card ened up getting charged over $700.
When me and my mother called to speak with some one at rent the runway she was very rude and not sympathetic. We asked to speak manager and all of them were in meetings how convienet. We asked for the collection phone number but oh wait that department doesnt have a phone number we can contact. I have emailed them several times and they did not respond. Now my card has been charged 200% of retail value. WORSE CUSTOMER SERVICE EXPERIENCE OF MY LIFE!
DO NOT USE

On the day I was supposed to receive my dress, I contacted customer service at 4pm because I was worried that the dress hadn't shipped yet. I was reassured that the dress would arrive by 8pm. When I checked the site at 5:30PM, they had sent out a completely DIFFERENT dress that I had not ordered - WITHOUT NOTIFYING ME.

When I called customer service to fix this issue, they were not helpful. Said that the issue was not their fault and were completely unapologetic. Really? The night before my event? Stay away at all costs! Seems like they're going under as they've closed their flagship Flatiron store in NYC.

I was a loyal RTR customers for about 4 years. I rented a lot of coats and cold weather clothes because I live in Texas and my daughter lives in NYC. I also rented several dresses for formal events.
Once upon a time - it made sense.
NOT. ANY. MORE.
* They no longer maintain their clothes very well. One dress was really stretched out and was unwearable. One had a torn seam. TWO pair of earrings were broken, and one was broken and really dirty. A coat I ordered smelled bad - REALLY BAD... someone's BO bad. I couldn't even leave it hanging in my closet until I returned it.
* They will simply "substitute" a different piece of clothing if they don't have what you ordered - and they do it without any notification. I ordered a professional dress for a court date, and what I got was too low to wear to a cocktail party. They substitute so they don't have to give a refund.
* RTR used to be a good bargain, but their prices have gone up considerably- and they artificially inflate the retail price to justify it. A Todashi Shoji dress on RTR rents for $85 and says it a $575 dress - it isn't, a NEW ONE retails for about $300.
* They no longer guarantee shipping.
* Customer services used to be top-notch. My last call had me on hold for almost 90 minutes, only to be told they were doing a "systems upgrade" and I'd have to call back.
I really used to LOVE the company, and I'm sad its come to this. Fair Warning- stay away.

I ordered two dresses 1-2 days prior to the date I needed. The first dress was delayed one business date resulting in me not receiving my dress for my event. When I tried to call the 1-800 number, it took me approximately 10 minutes to speak with someone. I was told it was due to high call volume and issues with this time being prom season. As a customer, I think RTR should have been better equipped to handle this high volume situation then.

However the chatting service (spoke to Tiana) and the answering service (spoke to Erica) were helpful in calling UPS to have the dress shipped back to rent the runway so that I didn't have to worry about doing it. They also canceled my second dress order and pro membership, as I didn't feel comfortable with their policies that penalized the customer for canceling shipment within 14 days.

Being a first-time customer, I was given an exception and I would get full refund that would process in 3-5 business days.

Needless to say I will not be using rent the runway in the future, as it is not as they say "stress-free" as advertised.

Do not do it. Use Nuuly. Every single delivery is delayed. Customer service is not what it used to be sadly. They need to reevaluate their business model and using Returnmates.

Do not rent from this company! I retuned my rentened items and they charged me 250. Talked to a manager and they were not sympathetic/helpful. Terrible customer service and company.

I used to order RTR years ago for all my weddings and events, never had the problem. This past month I had two weddings I needed dresses for, and recommended two other to order from them who ended up renting a dress. BOTH my orders, two weekends in a row, claimed my dresses could not be shipped as the previous customer returned it damaged. I find that hard to believe but I digress. On my first order I didn't even find out about this issue until I got home AFTER PICKING MY ORSER UP IN THEIR STORE. On both orders they send you a "replacement dress" which they charge you for that allegedly is similar to the one you picked out. For some reason my replacement dress was an informal beach wedding dress I was supposed to use for a formal October wedding or a full length sequin dress for the other. Nothing similar to any of my previous 10+ order styles.

Not to mention, both my friends who placed orders on my recommendation did not receive their dresses because of either shipping or damage issues. And customer service is laughable. When they are making mistakes and messing your plans their response is ok I will refund your account - not concerned with the fact that you have a wedding tomorrow and no dress to show up in. Needless to say I will be cancelling my pro account.

THIS COMPANY HAS PUT ME THROUGH HELL. Apparently the return package was mishandled by the carrier I only found out when I was notified by my bank that 350. Dollars had been withdrawn from my account as late fees that's 50. Dollars a day. I finally located the package and personally took it to their secacus wear house. I requested to speak to a supervisor and sat waiting approximately 40 mins when I was approached by a young women who only identified her self by her job title and refuse to give me her full name or any kind of credential. Eventually she Agreed to take the package and refuse to give me a receipt or any type of proof that the dress had been returned. Saying "it wasn't necessary Being that I was recorded by the surveillance camera ". And that someone will contact me later in the day. Well no one contacted me and guess what and attempt to withdraw and additional 50 dollars was reported by my bank. After putting me through all this and having to close my bank account is amazing how easily the can get access to your bank account. I'll have to return again and see if I could speak with someone with a name. SCAM ARTIST.