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Rent The Runway has a rating of 1.5 stars from 655 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Rent The Runway most frequently mention customer service, credit card, and next day problems. Rent The Runway ranks 108th among Subscription Shopping sites.
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I am giving this business five stars because of their customer service, not because of the dress. I was not able to wear either size evening gown that I ordered due to length issues. That said, their stylist employees are terrific. On every email I sent, I got a response in minutes, and keep in mind that this is two days before New Year's Eve. Both Michael H. And Sarah C. Were kind, sympathetic, helpful and efficient. My refund credit never expires and I can gift it to a friend if I wish. Hats off to this company. Great job on putting customers first!
I recently decided to give Rent the Runway another try after a poor experience nearly three years ago. Unfortunately, it seems that not much has improved since then. I find their practices to be quite misleading, particularly when it comes to the availability of items. It's frustrating to be able to "heart" items that aren't actually available for months, creating unrealistic expectations. The customer support experience hasn't been much better. Despite providing detailed information up front to Jessica, I was asked to share answers to questions that I had just shared specific links of what I wanted, which suggests a lack of effective training. This is both inefficient and exasperating. Moreover, Rent the Runway appears to prioritize getting customers in the door rather than being transparent about item availability. The focus seems to be on offering refunds rather than addressing the root issues, which does little to rebuild trust or improve customer satisfaction. A more honest and upfront approach would be greatly appreciated.
When I started this experience I was so excited that I would get to wear a really nice gown to this black tie wedding I was going to and wouldn't have to pay a crazy amount for it. Looking back... I'd rather just spend the money. My original dress was "lost" and even though the app continued to tell me "it was on the way and arriving on time" I called and found out differently. The first not so gentle-man I talked to told me "well it's past 7pm and if you had called 30 minutes ago, we could have probably helped you" His manager had a better attitude. She told me to pick a new dress and they would overnight it to me, no additional cost. I was pissed and stressed, but fine, they are trying to help. Saturday comes, no dress. The SECOND dress was "stuck in weather." Not to mention that I talked to them at 7:30pm Thursday night, the second dress didnt leave NJ until 9pm Friday night and was supposed to be in SC by noon on Saturday. As a company, you would think they prepare for things like this, right? They would know to mail the overnight orders out asap? And maybe spend the money to hire/train customer service reps that dont say things like "Well if you had called earlier, maybe we could have helped you?" To add salt to the wound, I havent received my refund (4 days later) AND they charged me a late fee for a dress I never received! I can't make this stuff up. I called (again) and they said they would process that refund as well... haven't seen that money yet.
The stress and disappointment of the entire ordeal was SOOOO not worth this. I could have gone to any store, picked out a great dress, paid for it then and there and the employees would most likely even be pleasant as well. Rent the Runway has a great idea but the execution is ALLLL WRONG.
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Rent the Runway rents designer dresses, clothing and accessories.
