Rent The RunwayReviews 657

Rent the Runway is a great idea and I have used it in the past and enjoyed wearing a few new things to the office. Although the last couple of times has left me more frustrated - you aren't able to see what's currently available until AFTER you purchase a membership. Once you purchase the membership, a lot of the items that you saw before and wanted to order are unavailable in every size. This was very frustrating as now i'm stuck and don't like any of the other dresses available for a specific event I have. I won't be using RTR in the future.

I thought I was making a one time purchase/trial. I received the dresses I requested, 3 of them did not fit and the one that I could have worn smelled of body odor. I sent them back, sad that I had spent $100, but thought it was a one time loss. Four months later, I realized they were charging me $100 per month and I was receiving absolutely nothing. When I asked for a refund because I had not received any goods or services, they denied my request. A good, honest company would refund money if the customer had received absolutely NOTHING in return for the money that was paid. If I could give 1/8 of a star, that would be too much.

I accidentally let me paused membership lapse and got charged the $101 monthly fee. I contacted the company through the chat to explain my situation and get the charge removed but they refused. Poor customer service and I will not be using the company any more.

I have many examples - My current order is 'lost' -they continue to charge me. Customer support (especially over email) is dumb. They continue to apologize and charge without actually helping.

I have lost at least 500 extra to RTR over last 6 months, on top of what I should have paid.

Received item that wasn't the right size and no replacements available. No clear direction on return policy other than returning item within 24 hrs which I did. But supposedly you're supposed to contact them in advance before returning it even though this wasn't specified (I didnt contact them because there were no replacements available based on their calendar for said item). They refused to honor crediting the item despite following their policy. NEVER 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 ordered dresses for my son's wedding which is tomorrow. They should have been here days ago. I have nothing to wear tomorrow. I cannot believe what an awful stressful situation I am in. I will NEVER rent from you again. I spent the money, and ordered way ahead and made sure to have the address. What should be a great time for me wearing a pretty dress is me wearing a ridiculous pair of slacks. I am disgusted and will be sure I never rent again! I kept bugging my son about this. Horrible….

I've called rent the runway 3x over the course of a year. Was promised each time that my membership that I've never used was cancelled. Then proceeded to bill me every month. Lost $1000 to this company. And I'm sure they know what they're doing. Shame on them.

I signed up for a membership plan August 2022 thinking it would save me money when it came to dresses for the multiple weddings I was invited to in August. I figured if it was a great experience, I would continue to rent dresses/outfits for future events. When I signed up, I thought that the $150/mon would include the cost of rental. There is NO WHERE ON THE SITE that says you still had to pay for the rental and not all of their items are included in the membership! The only benefit to paying for a membership is being able to keep the items longer. That's not a benefit to me! They charged me for 3 months and only refunded me for 1 month even though I've never used their service. They told me the could not refund my money. I told them that it was wrong for them to charge me when they were deceptive in their membership plan AND I haven't even used their services! NO SERVICE WAS RENDERED. I even asked if they can at least give me RTR credits so I can make use of the money I paid for the 2 months of membership and they still said no! You cannot take payment for something you haven't rendered a service for, especially a misleading service!

THE WORST EXPERIENCE I'VE EVER HAD WITH ANY COMPANY BAR NONE. I had understood from the copy on their website that a dress could be sent in just a few days. I was trying to rent something for a wedding. I bought a subscription, ordered the dresses, found out once I'd paid that they'd arrive two days after the wedding. I immediately contacted rent the runway and asked for they refund the amount paid minutes before. They flat out refused. All they would do for me was cancel my subscription for the following month. The dresses arrived, two things didn't fit. I sent them back a little late and was charged $563! Lifted right out of my bank account with no warning. Such $#*!s. I dug around their site for a policy and learned that their late fee is $50 a day for a one time rental - which was not my case. I had a subscription that I canceled, If clothing comes back to them a week late, they charge you the full retail amount. So I was charged God knows how much or why, for clothing returned to them. In view of that first chat experience, I have absolutely no doubt they'll keep the money it feels like they stole from me. A sickening, truly disgusting experience. I absolutely plan to escalate.

The website & email confirmation told me the items would arrive 1-2 days BEFORE my reservation start date but actually the policy is that the items will arrive no later than 10 pm on the start date. They need to make this clear on their website for ppl to pick an earlier start date. They hide this very important piece of information in the FAQ section.

After talking to the chat customer service person, they finally were able to offer a partial refund but only if I return the items within 24 hours of receiving it. Well I'm flying out the morning it's supposed to arrive and wont return for a few days so I wouldn't be able to return it within 24 hours.

Pretty unpleasant interaction with RTR... no wonder they aren't more successful.

I signed up for the membership and discovered most of what you're interested in, isn't available. I chosen 6 items and used a purse - everything else was just poor quality and looked very used. So I went online to cancel and it wouldn't let me, it would let me pause it, but wouldn't cancel. So I called and they tried to talk me into pausing it and I said no, I wanted to cancel it which is why I was calling - it wouldn't work online. So I was told to return anything I had before the month was over so as to avoid further charges and I said no problem, and sent everything back. I just noticed they've been billing me for 4 months! $900! I called and told them it was their error, I very clearly told the woman to cancel it, i did NOT want to pause it, and she refused to reverse the charges. I asked to speak with customer service and was denied and told they'd say the same thing - they don't reverse charges, it doesn't matter why. I filed a complaint with better business bureau and my credit card for fraud. These guys are shady! AND, again, after calling today, I see they still have not canceled the subscription! Scummy business

I was recently charged $3000 for items I returned PRIOR to the date they told me I would be charged. I have proof of return, they are in possession of all items, and they still neglected to refund me. This customer service is basically nonexistent and it's taking me to involve my lawyer at this point since I am beginning to accrue interest on my cc bc of their unethical charge on my account.

Dont bother applying for a job with this company. They are terribly mismanaged. They've hired many employees in the past month only to notify them today (9/12/22) that they are being laid off.
STAY AWAY!

While this is an amazing idea, ordering weeks or even a month ahead doesn't guarantee you an outfit. There was a dress I originally saw that wasn't available and then I found a dress I absolutely fell in love with. A month before the wedding, i reserved and paid for it. I got a text days before the wedding saying that it's unavailable and that I should hurry and pick something else. No thanks. It's just far too complicated to get anything from this company. Unreliable.

After being a customer for many years, I requested a refund for a late charge which I felt was unjustified and caused by confusion with a chat agent. I explained my loyalty and asked for a courtesy refund. They refused to honor my request even though I have been a loyal customer for years. I am cancelling my membership and will be trying a competitor.

Before attempting to do business with RTR, you should know, they do not care about customer satisfaction!

I signed up for a trial membership a couple of weeks ago. Unfortunately, I had login errors and my membership was inaccessible. As a result, I was unable to use the service during that time. When I phoned to a customer service representative, they were unwilling to work with me to resolve my issue. My hope was to have the portion of the month I was unable to access be refunded and/or continue to try the service beginning on the date that the login issue was resolved. I was still willing to give the service a try. Instead the representative refused and suggested I cancel (but they would still keep my $160+ for a service I never got to try!)

Due to quality problems with the last three dresses I received, I went to the website and cancelled my subscription. Rent the Runway continued to bill me anyway and was able to take over $400 from me because I could not prove I clicked the cancel button on their website. If you cancel due to quality problems like I did, be VERY careful to check that their website actually works when you cancel.

I am a school teacher and like most public servants cannot afford to be taken advantage of.