Rent The Runway

Please please please do your research before you ever waste your time and money on this company. I read plenty of reviews warning me against it beforehand and I didn't adhere to their advice and I sincerely regret it.
I ordered a dress for a New Year's Eve Gala my boyfriend and I are attending tonight. The allure of renting an Herve Leger dress for $45 pulled me in about a month ago and I scheduled the dress the come a day in advance as the site says "it's stylists recommend." I chose to rent it for 4 days -- you can chose 4 or 8 day rentals and I wasn't going to pay double for only needing to wear it for a day, however clearly that's what is required in order to have a successful experience with this service. This was my first time ordering, so I even got 20% discount. I thought this was the greatest thing I'd ever heard of, in fact I even raved about it to a dozen of my friends, I see now that it was a scam and too good to be true. I received a notification from the company that my order had shipped and was scheduled to arrive at 8 PM the night before-- that was perfect! However, yesterday (the night before) I clicked the tracking number and it said my order would not arrive until Monday, January 4th, two days after I was supposed to have shipped the dress back to them. I emailed the company and sat on the customer service hotline for a half hour this morning... Apparently this happened to nearly everyone who ordered a dress for New Year's Eve according to customer care... what kind of service is that? They didn't even offer to send another dress, do same day shipping to me as they should've... The only thing they told me was I could go to one of their locations and look for a new dress, but there would be a long line for fitting rooms because it's New Years Eve... When I shouldn't have to do that because I planned ahead.
So now I'm dressless on the day of my event, out all the money I spent, and I wasted a hell of a lot of time waiting around for answers.

If you'd like your special event to be ruined, order a dress from Rent the Runway.

I wanted to rent a dress for an upcoming black tie wedding so decided to give the site a try. I saw the unlimited option was $139 a month so I figured I would do two rounds of rentals. One of fun dresses first, followed by the dress for the wedding second. I had three dresses I loved for the wedding. I checked and confirmed all showed available for rent on unlimited. So I signed up. I ordered and received my first order. Two of the three items looked very worn but weren't damaged - nonetheless I chose not to wear them. I wore the blazer once and returned it along with the other items. The return is free but takes a long time. Rent the runway acknowledged tracking of the items but wouldn't allow me to order my next shipment for over a week. So unlimited really is 2 or maybe 3 at most orders in a month with their delay in allowing reordering.

I still figured - OK - I did this for the black tie dresses. I kept trying to order any of the three and none were available. Yet all were available for an additional cost through the 4-8 day orders. I called customer service and asked why none of the three were available and was told that for someone to rent something "unlimited" it needs to have no future reservations and that all three of my desired dresses had reservations for the 4-8 day shipment months out. I asked them if I could rent them for 4-8 days (promising to have them back) under my "unlimited" option and the customer service rep said no. Really? So the more popular items aren't available under unlimited if anyone has them reserved at any point in the future even if you commit to returning them (in my case my favorite was reserved 4 months out and they wouldn't let me rent it now). Total waste of $139!

Tried the RTR Unlimited service for an introductory rate for a month. While I still had the last shipment, I canceled the service because I discovered that there's hardly anything that's actually available - a detail you can't see until you've paid the fee. They said I should send that last shipment back by June 1st to avoid any charges. I did just that - shipped it all back on June 1 in their prepaid envelope.

Three and a half weeks later, a charge for over $900 appeared on my credit card without any notice or explanation. When I emailed for an explanation, they said I never returned those items and was charged 70% of their value (the reported TOTAL value on their site was less than $500, but suddenly they were apparently worth triple that amount and $900 supposedly represented 70% of their worth. Unbelievable!).

When I provided them with tracking information and proof that I mailed everything back on the required date. And the package had been received in their facility 2 days later... they simply stopped responding to my emails. Customer Service reps, Collections reps, managers - they all just went silent. I left multiple voicemails, sent countless emails, asking them to do right when it was clearly their mistake... nothing. They just shut down and left the $900 charge on my card.

I had to dispute the transaction with my credit card company to get my money back. To date, they have also stonewalled the Better Business Bureau - with no response whatsoever to the complaint I filed there.

AVOID THIS BUSINESS AT ALL COSTS! And if you still feel compelled to do business with them, hold on to those tracking numbers! Without mine, it would have been my word against theirs and I would never have been able to prove their fraud.

Your service is terrible. I rented a dress for a wedding this Sunday 6/2 and I received the dress a few days early Wednesday 5/29. I was so excited I loved the dress that I picked out and this was supposed to be so easy for me I didn't have to shop at stores for hours for a dress that I would wear once. Thank god I opened the bag to look at the dress because there was a rip right under the zipper in the seam. I immediately emailed your customer service team around (9am EST on 5/30). Around 2pm I called your customer service hotline since I never heard anything back from the email (not too surprising but I needed to know what to do since I now didn't have a dress for the wedding). I was on hold for about 12 minutes the first time before putting my name in line for having a representative call me back (wait time was longer than 10 mins). Around 3:30 after not hearing anything again I called back. This time I waited on the phone for a hour and 9 mins and still was on hold after being extremely frustrated and without a dress for the wedding I hung up. Around 6:30 FOUR HOURS LATER I finally received a call back from you guys and by this time I had already shipped my dress back because it was damaged and I was unable to wear it. I had the dress for less than 12 hours. I am extremely disappointed with this service and especially since this was my first time using rent the runway. I will never use this service again it's a rip off nor will I ever recommend anyone to use your service. You could have had a loyal customer. Even if you had better customer service I would have been happy. I understand things happen and the rip was extremely hard to see while looking at the dresses just hanging there. I only noticed it when I unzipped the dress. It's now the day before the wedding and I still don't have a dress since I worked 2 11 hour days on Thursday and Friday. This dress was supposed to be something super easy and convenient for me and has turned into a complete nightmare for me.

I rented a dress and handbag for an event. I packed both items in the garment bag provided, locked it, and dropped it at a UPS for return. I tracked the package a few days later and it had been received. I didn't give it another thought until a month later when I checked my charge bill and saw a charge for $340 (they never contacted me just charged me). I called their customer service line and after a lengthy hold was told the handbag had not returned. I explained that the item was returned with the dress. The representitve told me that she would follow up with the collections department via e-mail. I asked to be copied on the e-mail and was told this was not possible, and that I would be contacted within a few days. A week passed and I didn't hear back and did not receive a credit so I called RTR again. Once again I endured a lengthy hold. After explaining that I had called a week ago and not heard back, I was informed that there were no notes in the system about my previous call, and that the last person who helped me did nothing I was furious. I was als informed that the bag had been returned a few days ago; however, the charges (200% of the value of the bag) would not be credited, because it was a month late. I once again informed the rep that the bag was returned with the dress ON TIME and wanted a credit. The rep said she was not authorized to give ma a credit and would e-mail the collections department. This rep did follow through with an e-mail and copied me, but I have not heard back nor received a credit. This has beed a very stressful and frustrating experience! I will NEVER EVER use RTR again, and would advise everyone else not to either.

I rented two dresses from this company on different weekends. On both occasions I received an email the day before it was supposed to arrive saying the dress had been returned to them damaged and I had to choose something from the leftovers that had not been reserved already for the weekend. The first instance turned out ok because it was a cocktail event and they have a lot of those dresses, I was able to find something that worked. On the second event, it was for a formal wedding. They did not have another option that I liked and they would not offer me a refund. They did offer a free rental in the future - but why would I put trust in them for an event again? I was finally able to find something that was available the day of the event. They then shipped it to the WRONG address (even though they had shipped my back up to the correct address the day before). I had to drive 1 hour each way to get the dress and was late to the wedding. They sent me an "apology" email that very passive aggresively told me that they didn't give a $#*! that they'd sent it to the wrong address. The dress they sent looked fine, but it was stretched out and the boning in it was a mess (it laid flat, but had moved around in the bodice). It was definitely not something I would have paid to rent. I sent them a review with a photo that was accurate and (I believe) helpful to others. It's been almost a month and they will not post the review. They keep telling me that reviews take 3-4 weeks to review, but my positive review from the first dress was posted within a day or two of me submitting it. This company is crap, not worth risking your event with them unless you don't really care what dress you wear.

I got stuck on my order via my phone and call RTR, I got Britney who walked me through the whole order. She was calm and sweet, thank you Britney

What a horrible experience. I'm attending a wedding on Saturday; a very special occasion - the wedding of my life partner's son. I ordered the dress 3 months ago; all correspondence from RTR promised the dress today, Thursday. This seemed perfect-enough time to try on, decide on shoes, undergarments, etc. I received an email on Tuesday that the dress had been shipped = awesome! Began tracking - oh, oh, dress stayed in PA for 24 hours. Left PA at 6:45 WED morning - yay, it should be able to reach MA by Thursday promised delivery date - right? WRONG I find out at 11:30 today, via tracking, that the UPS estimated delivery date is by 8:00 p.m. tomorrow-way too late to accommodate my plans. Delivery seemed to have stopped in a MA location one hour away from my home. I called RTR, customer service rep reviewed tracking info and agreed dress will not be delivered today and went into automatic apology mode - wonderful - except I can't wear a freaking apology. I'm not a difficult person - I needed dress today as I'm leaving for the wedding festivities tomorrow WHICH IS WHY I REQUESTED DRESS TODAY! Again, we're sorry - rather than an apology -here's something purposeful -have someone call UPS and demand they live up to your delivery promise - we'll try - call back five minutes later - no sorry, they can't get it to you until tomorrow. SERIOUSLY! What RTR could do very quickly was to cancel the delivery when I told them I would not be held liable for a delivery that would stay on my porch all weekend - that happened almost as fast the charge to my credit card in October. I don't usually write reviews - chalk bad experiences as part of life - but this is a special occasion and I was left scrambling. Thank goodness for Macy's - found a better dress, less money and know it fits perfectly. I tried to be modern but my advice - skip this horrible company and go shopping -you may not be able to afford a full price designer garment but at least you'll be secure in having the garment in time for the occasion. HORRIBLE COMPANY!

I was very skeptical about renting a dress for a wedding I was in, because I'm very curvy and my body is hard to fit well in clothes, not to mention the other 'what-ifs' about renting a dress for a very important occasion. I decided to go for it and I could not have been happier. My dress arrived perfectly on time, it fit like a glove, I looked amazing and it was super easy to return. But the real reason I'm writing this review happened after the event was over. I dropped the bag into the box before noon just like I was supposed to. Several days later I went to check the tracking only to realize I dropped it in the FedEx box when it should have gone in the UPS box. I was freaking out. I contacted RTR and the sales rep was super helpful. She told me to call FedEx and gave me the email to the RTR collections department so I could let them know what happened. I called FedEx, only to find out that UPS picks up packages from their facility once a week (typically on Fridays) and there was nothing I could do about it until then. I emailed the RTR collections department immediately and explained what happened. They responded that they would put a hold on my late fees for 5 days but if it wasn't picked up by then, late fees would begin accruing again. The following Tuesday, I checked the tracking to be sure UPS had picked it up on Friday. They hadn't. I called FedEx again and was told that UPS didn't pick up packages that Friday because Monday was a holiday. (Would have been nice to know that last week!) I emailed RTR again and give them an update. Again, they put my late fees on hold for 5 more days. My dress was finally picked up and returned to RTR and I was charged no late fees! Even though it was completely my mistake, they were willing to work with me and were super friendly the whole time. My experience could not have been better and I can't wait until my next rental!

I always heard of Rent the Runway, would window shop on their webiste but never actually buy anything. That changed last year when I made my first purchase to rent a dress for my work's holiday party. I figured they had a lot of nice options, specifically for this type of occassion and at a fraction of the cost of buying one myself that would likely be worn once and sit in the back of my closet forever... why not? Boy did I wish I chose to buy my own dress. One day before my event (the day the dress was scheduled to be delivered) they emailed me saying the person who had my dress before did not return it on time and therefore they can't send it to me. They offered for me to choose from a selection of dresses available for that date still (which given the one day notice you can imagine the selection was slim pickings). I waited over an hour on hold with their customer support line to finally get through to someone to ask for a refund. They were nice enough and gave it to me and I found a dress elsewhere. Fast forward one year and I decided to give them a second chance. Wish I didn't. Given that the previous issue wasn't really their fault and was instead of the fault of the person who got the dress before me (I mean that is the risk you sign up for with an operation like this), I decided to order a dress for this years holiday work party. I got the email my dress was on its way so I was excited that this years attempt with RTR was already going better than before. The dress arrived ahead of schedule (awesome! Or so I thought). I open up the bag to find... the WRONG dress. Like are you kidding? Not only was it the complete wrong dress, it wasn't even the right size, and the wrong quantity (I ordered two dresses since they let you get a free additional size option). Nope, never again. I am done with trying to benefit from this site. Dissapointed to say the least since almost everyone I know who has used them had a positive experience, but not me. I'm in the same spot again this year as I was last year scrambling to find a dress days before the event. Trust me... not worth it - stay away if you can!

This past weekend I had two weddings to go to, so I visited the Rent the Runway (RTR) store the Sunday before to try dresses on and to order two dresses. I left the store feeling confident that I will be receiving my two dresses Thursday by 8pm for one wedding Friday and one on Saturday. Thursday 10pm still no dresses, of course customer service was closed by then. I also did not receive an email stating anything as to why the package was not there. First thing (9am when the open) Friday morning I called and they gave me some BS excuse saying they had issues with the shipping but that they would hold it at the courier for me to pick up. I called every hour to check the status of where the package was, one time it was on the truck going to the courier, the next it was still in NJ, and finally they had no clue where the package was. The customer service rep was very helpful in the beginning but then I stopped hearing from her. Long story short, by 2 pm they had "lost" the package and I was leaving town at 330. Awesome right. At 2 I also had my hair appointment so I raced out of there and ran into a dress shop next door, bought 2 so-so dresses and then headed out of town. I had also sent RTR an email Thursday night and heard nothing back, so I sent another email stating that I wanted a refund. I got a refund but no apology until I emailed again. I was/am SO disgusted with their service and find them to be extremely unprofessional. If you choose to use RTR take my advice and have a backup. I spent so much money on buying jewelry for those dresses (which I can't return) for dresses I never received. Extremely disappointed!

Wow, what a waste of my money. I signed up for Unlimited b/c I had a few major events happening back-to-back-to-back over a two month time frame, and it seemed like the most affordable way to go. WRONG.

My first dress delivery, right after signing up for RTR Unlimited, showed 'Working' in the app. Come the day of delivery (two days pre-event), no dress delivery. I waited until 8pm, as their customer help states that some deliveries take until that late, and no dress. I called the customer service line, to find out the wait is over an hour to speak to a representative. I was given an option to hold my place in line and receive a call back, so I took it. No call back every came.

I sent an email to their customer service expressing my concern about the dress not making it in. The next day (1 day pre-event) I was told it was 'an error' and they cancelled my order. They then "graciously" opened those spots so I could place another order, that would arrive AFTER the event I needed the dress. I replied and asked that they reinstate my order and asked if they could either A) Overnight the order to me or B)give me a link so I could post a review on their site. I never got a reply email, and the order was never reinstated.

I placed another order online for another event I had to attend, which I returned the day after it arrived, after using that dress for the event. I then waited three days after the delivery was shipped out of the UPS office back to RTR, and my RTR Unlimited spots did not open up for me to fill a new order. I had another event approaching three days away, and with them not opening my spots and not replying to my email inquiries, I just decided to throw in the towel on RTR.

I took my awful RTR Unlimited experience as a loss and just decided to cut ties with them. Although they have a great selection, their RTR Unlimited turnaround is a joke and their customer service is non-existent. I would HIGH RECOMMEND against using the RTR Unlimited service. I'd rather spend the money to buy a dress than deal with their headache again.

I recently ordered a few dresses to try on and wear for a wedding on 12/31. I tried on the Jenny Yoo Navy Farrah Gown in sizes 8R and 10R, but the waist and bust were so loose and the straps so long that I couldn't wear it at all. Then I tried the Jenny Yoo Red Aidan Gown in size 8P. This one was too small. I found it frustrating that the Farrah gown in the same size was too big, but the Aidan gown was too small. Their sizing chart must be incorrect.

I ended up wearing the Hutch Merlot Floral Gown in size 8R. The dress fit perfectly and was very comfortable, but after wearing it for a short amount of time (less than an hour) one of the straps broke right above the bust, while I was at the wedding. I'm sure you can understand how embarrassing and stressful this was for me, as I didn't have a change of clothes with me. We pinned it down with a safety pin. Then, a little while later, the other strap broke while I was just standing still. I had to again find safety pins and try to secure the other strap. I spent the rest of the night in a chair wearing my husband's jacket because I was too embarrassed to dance in case the dress fell apart further.

I emailed asking for a refund for at least half of my order. I measured myself before ordering these dresses yet only 1 out of 5 fit me properly. The one dress I could actually wear out of the house broke within an hour and ruined my night. I used Rent the Runway a few years ago and had a great experience, but I will not be using Rent the Runway again if these are the product standards they now uphold. This entire experience made me lose confidence in my body and confidence in this business.

I scheduled an appointment in January to try on dresses to be the MOH in a wedding. Despite filling out a survey ahead of time, the person helping me had none of my info when I arrived. I found a dress I liked and was told I needed to order a size 6 in the dress I selected.

A month after the appointment, I read other customers' reviews and changed my order to a size 4 with a size 2 backup. The dresses arrived two days before my best friend's wedding in April. They were too big (I had not lost weight since being told I should order a 6) so I opted to pay for a back-up dress to be shipped at my expense. I called RTR per the instructions, was told a 0 was available/it would arrive on the wedding day and that I needed to ship BOTH the 4 and 2 back within 24 hours. This seemed unnecessarily risky so I asked to the 4 back immediately and keep the 2 just in case. I was told that was fine.

THANK GOODNESS I kept the 2! After getting an ORDER CONFIRMATION email that the 0 was on its way, I received a text notification from RTR the next day, while I was at the wedding rehearsal, saying the 0 was no longer available and I should pick another dress. I did not respond because I had myriad other responsibilities and was unwilling to add this to the bride's plate the day before her wedding.

I wore the 2 on the wedding day. While out taking pre-ceremony pictures with the wedding party, my husband texts me to say a package arrived at the hotel from RTR. I have him rush over to the wedding site so I can change dresses only to discover that I have been sent three totally random dresses that are NOT THE SAME COLOR as my bridesmaid dress. All that did was add work and confusion.

I will never use RTR again.

Late without warning- Late on the Overnight- Wrong sizes- Only 2 of the 3 gowns. Hours on hold.
I ordered two different dresses (one in two sizes) for a total of three dresses to be delivered by 8pm on Friday, December 1st for an out of town event on Saturday, December 2nd. Around 3:30pm, I went to check on my tracking and found that the multiple emails I had received about my December 1 delivery were wrong. My dress would not be delivered until Monday (my return date). I was on hold for 50 minutes before being told it could be over nighted but that I would be getting the same sizes in regular length. Therefore, I presumed three dresses. I was not happy, but I could make it work. The noon deadline was not met. I was frantically in a mall in a city I do not know searching for a new dress. I called and was put on hold again for 48 minutes. I missed a hair appointment. I was in tears. When I spoke to the "stylist" I was told it had been delivered 40 minutes late and that I could find it at my hotel. She informed me of a window that was NOT discussed with my first stylist. My first stylist assured me I would have it by noon. I had now wasted hours and been filled with anxiety and dread due to a second mistake. And had acquired over two hours of phone time with your representatives. 25 dollars in an uber later, I was back at my hotel where I found only two dresses had been delivered. One with a messed up seam, and the other as anticipated, a bit short since my actual order was for a long. I have never been so unhappy with a company which I hear so frequently raved about. The 25% off I received was due to the dress being in my hands for 3/4 days. The 15% off my next order is a slap in the face for the amount of time, anxiety, running around, and in the end being unhappy with only 2/3 of the dresses arriving, one being messed up, and one forcing me to wear flats.

This was my first time using RTR and as a first-timer, I got to order a 2nd style for free in addition to the 2 sizes of my first choice, I was really excited! I had a wedding to attend on Saturday and chose to have my dresses arrive Thursday.
The day my dresses were supposed to be delivered (2 days before the wedding) I realized that I never received any tracking info and so started out by emailing RTR for some help. After a couple of hours with no reply, I tried to call and found the wait time to be "over 3 hours". After finally getting a rep on the phone I was told that my dresses hadn't even shipped yet due to delays, whatever that means. She assured me that my dresses would likely ship out that night and arrive Friday morning. Never happened, no dresses, and STILL no email acknowledging the situation. By Friday afternoon I decided I had to go out and shop for a dress since clearly this wasn't going to work out.
End of story: My first choice dresses never even showed and my 2nd choice dress arrived on MONDAY. I never received any email replies to my multiple emails literally pleading for help. I only got in touch with someone after sending a DM on Instagram expressing this totally f-d up situation. How a company that offers this type of service can be so completely unreliable and unresponsive is unbelievable. I was left to scramble 1 day before my event thanks to RTR and will NEVER be using their service again and will be sure to share my experience with friends and family. If I had received any type of apology or sincere explanation for the mishap I'd honestly be open to giving them a 2nd try but the lack of effort plus the HUNDREDS of bad reviews from people like me to back it up, I believe I'd just end up screwed again.
Do yourself a favor and do NOT use Rent the Runway. At the rate they're at they'll be out of business in no time.

Ugh. I've been an unlimited member for the last 6-7 months. While I LOVE getting to wear all the fabulous designer clothes, the hassle and poor customer service of Rent the Runway has become too much to bear. Besides the long wait between shipments (minimum of one week), nearly every order and sometimes twice within one order I receive a note that:

We were notified by our fulfillment center that the XXXX was returned either late or damaged by the previous renter and wont be available in time to fulfill your Unlimited Order # XXXX.

It takes lots of time to choose my items for each shipment. I'm wasting HOURS of my time choosing things that are not actually available, and then DAYS LATER (when really items should have been shipped already), I receive this message.

What I keep asking over and over, that no one can respond to because their customer service is terrible and only replies with canned responses, is WHY ARE ITEMS SHOWING AS AVAILABLE BEFORE THEY'VE BEEN RECEIVED, INSPECTED, AND CLEANED? (I'm also skeptical that all these items have even been received late or damaged, and that they're really just completely disorganized - hard to believe nearly every other item I select comes back late or damaged.)

This is obviously a huge problem. One that I (and many others that I've seen) am willing to leave my membership behind for, as sad as that makes me. So why won't they fix this issue?

As many others have mentioned, they don't go back and read previous interactions with customer service - every message, every time you respond, it's a new person who doesn't know or care about any of your history. The poor customer service is extremely disappointing and completely turns me off.

I'm SO sad to cancel my subscription, because it's been so fun to play dress up in all the amazing clothes, but even with that said, there's just no way it's worth the hassle anymore. And the sheer principle that they don't care about their customers and won't fix the problem is enough for me to say goodbye.

I really look forward to some competitors popping up because I'll miss the clothes!

I would. I had been a customer of RTR for over 7 years. I decided to try out the new Update which is a monthly subscription service. Everything went downhill at that point. When my items came each month, I tried them on and if something didnt fit, I was supposed to contact them within 24 hours. I always contacted them right away so I could get a replacement item. It took them days just to respond back and open up a new slot for me to choose a replacement item. Then it wouldnt ship until at least the next day and I wouldnt receive it for another couple of days which cut into the amount of time I was allowed to have the item. At the end of my month I either had to send stuff back or buy it so I was getting cheated out of days. One month, I was cheated out of an entire week because they were so slow. I also had a lot of issues with items not being available to rent in my size which really limited the things I could get. There were a couple items I never had a chance to rent because every month when my slots opened up, they were already gone in my size.
The Update page on the website said if I put my replacement order in by 3pm ET, they would ship overnight but they actually dont do that (I got 2 different answers from 2 different CSRs). It was almost impossible to get anyone to respond to emails and forget about calling. I was on hold for 45 minutes once and finally had to hang up. The chat never works either. I posted on their Facebook page and got a response within an hour but they still werent helpful. They just repeated the same BS excuses over and over again. When customers are paying a monthly fee for a service, we expect customer service to be available to help when something is wrong, especially when were told to contact them within a certain timeframe. Im not going to give my money to a company that treats their customers like crap. I canceled my Update and my Pro account and will never use them again.

Short version: Use a burner debit card like Privacy. You can't see what is available to rent until you've put money down. You can't see what the real-life quality is until it's in your hands. They make it very hard to cancel your membership. Penalty fees are straight theft.

Be aware of what the service is. There are no high-end brands. The brands they do have are roughly Macey's quality brands - but you're not even getting those, really. You are getting weird, ugly designs and outlet-quality garbage that those brands specially license to RTR. AND its from two to five seasons ago.

Any garment you get has been worn hundreds of times. It will be faded, pilled, stretched out, frayed at the edges, and worn tissue-thin at the elbows and $#*!. Every time someone rips or damages a garment, the RTR team of "seamstresses" - and I put that in the scariest scare quotes I can make - reassembles it bass-awkwards and sideways and re-lined with - from the looks of it - an empty contractor bag and a glue gun. Think gapping, lopsided seams, cheap zippers basted in wrong, puckered hems, liner hanging out the bottom. And that's if they repair it at all. You will get things that were clearly not cleaned or inspected or repaired at all. They just mist a stranger's skid-marks with Febreeze and send it out the door. You get things that have pit stains or reek of BO or have things still in the pockets.

I was a loyal member pre-COVID, but I watched the quality get worse, the clothes get weirder, the selection get thinner, the fabrics more raggedy, the store more chaotic, the service worse and worse… I thought I'd try again after a few years away, and I was shocked at just how bad it has gotten. And it was bad back when I cancelled! Getting my membership shut down was really hard - I had to go to my credit card company for help.

Just run. There are other services out there.

I was so excited to join the unlimited membership for $139 for 3 pieces. The concept was ideal to have a program where you can rent nice clothing brands for an affordable rate. But like everything in life, once one thing seems too good to be true, it is because something must be off, and I had to find out by myself that this business is not mature enough to deserve my money. I was a member for 3 months, and I received my 1st order in a perfect way. I had 3 lovely dresses, which one of the 3 had a zipper problem and I was not able to wear it, but since I have 2 other dresses, I did not mind. I ended up having a beautiful valentine's day with a fashionable dress. Good start! Unfortunately, the second order was the same. I quickly selected my dresses since I was planning to travel a week after I returned my 1st order. I waited 4 days to find out that my order was sent via UPS and it was never delivered at my apartment. I was counting on the dresses to spend a lovely trip outside of the US, but I never receive it. If you are one costumer living close to the warehouse, DO NOT EVEN BOTHER WITH THE SERVICES BECAUSE YOU WILL NOT GET YOUR DRESSES. This problem happened to me FIVE times in 3 months. RTR was kind enough to give me discounts on my monthly rate, or by sending me additional dresses replacing the order. They asked me to do my orders with the costumer service and ask for a FEDEX delivery instead, but this was not sufficient to fix the problem since the costumer service and the warehouse are not intimately connected and there is very little communication internally. So all my orders were still sent via the UPS delivery method and the boomerang effect always occurred in my orders. I spend hours on the phone with RTR and UPS to resolve this problem, but it did not go anywhere.
I wish I had more patience to keep the services, but until they fix this problem, I will warn you not to have your hopes too high. Also, if you do not have time before your event, do not even risk using their services because the risk is too high for not receiving the dresses on time.
I hope that they fix this issue, but for now all I can do is warn everyone.

I have used RTR in the past for events and loved it. I currently use Gwynnie Bee and have used Infinite Style and Le Tote as well and RTR is by far the most expensive (double the cost) so I expected more. What I like about RTR is that you can pick the items you want to receive so long as they are in stock. Most of the time I had more trouble picking things out because there were so many choices. This is unlike other services where they pick what you get. I like that you can rent bags and jewelry too. Finally I like being able to return one think and get another rather than having to return all at once. That being said the turn around time to get new garments means you don't get all that many pieces. I live in DC and yes there is a store and a drop box near me but they are not near enough for me to pop over during normal business hours. If I do that a spot opens up immediately. If you order before 2:00 you are supposed to get it by the next day but that rarely happens. When it works well I put the item in the UPS box on Monday they get it Tuesday and I select before two and get the new item the next day. But this is rare. Usually I put the items in UPS Monday they don't check them in and open up a spot until Thursday or Friday. They don't work weekends so that means I'm not getting another item until Monday or Tuesday making it not worth the 135.00 per month. And it's not UPS as I can track the item and it gets to them in one day, it's RTR. I have also received more items that were stained, damaged or too worn to wear then with any other service. If you can reach customer service then normally will give you a credit and open up a spot for you. But I don't have hours to spend on hold or 4 days to wait for an email response. The chat never works and every time you send them an email you have to fill out a captcha! They also only published my positive reviews. When I confronted them they denied it but the reviews are not there. I took a lot of time to write them and was specific as I personally rely on them myself and they only publish what they want. It can be annoying if you don't have regular access to a UPS stop box but there is one at my office so that's fine with me. Otherwise you have to calm UPS to do a pickup or go to the store neither are ideal. They send the items in cloth bags which is fine but they are all very dirty some were covered I.min mud. Overall they lowered the cost to 70 or less a month I would keep the service. I think that's about the value I get based on the turn around time but I doubt they will do the anytime soon.

I'd like to share my experience with your company, and really highlight how you all managed to make a frustrating experience... infinitely worse. In February, I placed an order for my April wedding - a pair of earrings for the wedding day, and a dress for a party the day before. The day before the rental was supposed to arrive, I received an email letting me know that the earrings were no longer available. Despite the fact that these were the ones I'd worn before and I felt good about wearing in my wedding, I found another pair and ordered them instead. A few hours later, I received another email from your customer service team, letting me know that the dress I'd ordered was not available. The email did not seem to indicate that anyone noticed you'd already cancelled another item on the order. At this point, I called and asked you to cancel the order because I did not see another dress I liked, and I didn't feel comfortable risking another mishap so close to my wedding. As you can imagine - I was a little busy. I asked about any kind of apology over and above a full refund and you said you could give me 15% off my next order - an offer I literally get daily in my email inbox. But, I figured we were done and I would hopefully not be dealing with RTR again for a long time. The next day, I received the replacement dresses you'd already sent and promptly took them to Staples/UPS to send back. I didn't even open the package. The day after that, I received the replacement earrings. I wore them in my wedding. The next day (a Sunday), with my sister in the car with me (if you'd like a witness), I dropped the earrings off at a UPS drop box near my parents' house. Today, I find out that I've been assessed a late fee - $56 on a $15 pair of rental earrings! Which is really pretty amazing when you look at the context of the last week I've had with you all! This has to confirm my experience that nobody on your customer service team is reading through customer history before acting - a process I assume is based on faulty company-wide policy, which you all are responsible for. I would REALLY appreciate that innacurate late fee being refunded, and I would really love for you to delete my credit card info from your system. After years of happy rentals with you all, this week has been unbelievable - the rental changes I understand come with working with a rental company - but the poor customer service is within your control.

First, let me say that the regular rental service offered is actually really great. Yes, occasionally items will arrive with issues, but if you have a buffer day (always have a buffer day) they can overnight replacements to you. My experiences with this have been AWESOME. Thus, I was expecting the Unlimited membership to be more of the same greatness.
It wasn't and isn't.
First, they take FOREVER to ship items to you or register that the items have been shipped back. You'll need to allow 2 days from selecting the items before they ship and then ATLEAST another 3 days (although, MUCH longer in some cases) before you have the item in hand. Returning an item usually takes 5 days for reasons I don't understand and that no one seems able to explain. What this means is that from when you start to when you can exchange anything is about 2 weeks into the first month membership. Not good if your first few selections were duds (which mine were).
Secondly, if there's an issue with something they were supposed to ship, you don't find out until the day it doesn't ship... so you've now lost 4 days in turnaround time.
Third, according to their customer support folks, the policy states items can take 5-7 BUSINESS days to ship. That's right. And they don't care if it takes longer. I had a shipment get delayed an extra 6 days and they didn't care. No apology, no offer of a refund or to send another item expedited... absolutely nothing.
Fourth, if you decide to cancel this subscription, they will demand to have the items back in their hands by the end of the subscription or you have to pay as if you bought it. Considering how long that return has taken each time, this means you'd have to cancel the moment you placed that second order to be able to get the items (which takes a week minimum) and return them in time, without even wearing them. This is completely unrealistic, but unfortunately, is exactly what you agree to when you sign up.

Be warned consumer, this deal seems too good to be true, because it is.

Although I did enjoy the variety the service promised to add to my wardrobe, the ongoing hassles of shipments, delays, poor customer service, etc. actually resulted in my wearing exactly 3 items the whole month and a very likely charge for a dress I am returning (once I get it) without wearing it because they won't process the return until after my subscription ends. Hindsight tells me the better option would have been to just rent each thing separately or just have gotten a few cute/cheap outfits that I'd own instead.