Rent The Runway

My daughter used my credit card (with my permission) to rent a dress. She didn't return it in time (there were extenuating circumstances). They dinged my card 3 times for $1090 each time. Per their rental agreement, the could have left me on the hook for $1945 and refunded the rest. They were good enough to refund all 3 of those charges. We will use them again.

I used RTR to rent a dress for a formal event. I booked my dresses almost two months in advance and they told me they were damaged and wouldn't come on time the DAY it was supposed to arrive! Their customer service people were not helpful at all, and only wanted save their asses and didn't really care about the customers at all. They sent a replacement that was absolutely hideous, and only sent me different dresses after I talked to them over three hours combined. Don't give this company a chance- they are irresponsible.

I've rented four times. I won't do so again. First time, the dress I rented months in advance was no longer available. They substituted a dress I hated and that was much less expensive. I had to FiGHT for a refund.

The second time things were great!

Third time, the dress was in bad shape. Lots of stains and thread pulls. I sent it back on time and was surprised to see that they tried to charge me a late fee? Thank goodness I had my receipt from UPS.

Fourth time, I reserved a dress months ahead of time for a holiday party. The dress' arms were insanely long and my backup dress was too tight. They overnighted me- at my expense- replacements but by then - as you may know, they've had inventory issues- there were about 4 dresses in my size (4/6 petite). I went with a 6 (zipper was broken) and an 8 (no other choices- was huge!). They offered me 20% off next rental- so I paid $150 for nothing.

I would not use RTR if you are a weird size...

I wish I would have read the reviews before wasting money on this dress scam. I rented a dress last year and it didn't fit, got 2 sizes and one was too big the other too small. They do NOT give you your money back. So they credited me ony 60.00 of the 100.00 I spent. I thought I'd try this again this year same time and again dress didn't fit and looked cheap as did the one from last year, I got the 30.00 pro package and when I called to return the dress, they would only credit me for anything on the website which I saw nothing I wanted to purchase. So I've wasted 160.00 on this website and please ladies read their terms before doing anything because they are basically telling you to take a chance on their merchandise and if if doesn't fit, they have the right to take your money because it says so in their agreement. Further more why take a chance on such a clearly unsure thing. This was a lesson learned, I will tell everyone I know never to use this organization.

Terrible customer service. After emailing back and forth so many with "Ariell B" to try and resolve my issue, we setup a time convenient for her to call me. Then she never calls, I email the next day why she stood me up and I get response from a completely different customer rep. I finally gave up and won't be giving anymore of my money nor will I recommend them to anyone.

Twice in my first 2 months of unlimited I place an order online and am not notified for TWO days that there is something that wasn't in stock. So instead of receiving my order tomorrow which would've happened had someone immediately notified me so I could pick something else), now I have zero items to wear when I am paying for an "unlimited" monthly subscription. When contacting customer service they make zero effort to keep me as a customer. Bye!

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I had lost nearly 20 pounds, and had worked out for the past year. I am toned and feeling great! I rented a smashing dress to wear out of state for a wedding. I waited all day for the dress. It never came. I saw a UPS sticker on our door at 8:00 pm. Well, we are leaving at 4:00 am so I obviously can't get the dress, In fact, I have NO dress to wear to the wedding and RTR has my money. When I called, the woman offered a promo code for my NEXT order. I did not know whether to laugh or cry. I am seething as I write this. They can not guarantee delivery! I should have purchased a dress for myself. I am flipping through my work dresses. So sad!
Anne Dorsey
Baltimore, MD

I have rented dresses on a few occasions. Twice the dresses I wanted suddenly were "unavailable" and they picked random styles to send me which were atrocities! The other dresses I wore smell! However they clean them makes them stink! Gross! If the dress doesn't fit you they will only credit you minus shipping. Such a shame

Ordered 2 sizes of same Lace dress, package arrived late Friday. Took a look at them Say AM One dress had the inner lining jaggedly cut out at mini skirt ht, the larger dress had the neckline so stretched out it was flapping. I began trying to contact RTR customer service waited on hold over an hr. Wore something else. Continued attempts to contact RTR... on hold each time No one ever can to the "Chat"... days later I found an email address as I hunted through the site. I sent an email with my concern (by this time the dress was returned to RTR)

They answered by email 3 days later and said "no refund/store credit because I failed to contact them within 48 hrs of receiving the dress"! Oh my goodness. No More on this. RTR was great in 2012 no longer

Stay away

Package late, had nothing to wear to my black tie event. RTR customer service (on the phone) was shockingly bad. The RTR associate was bored, condescending, and dismissive. In contrast, I called UPS and while they couldn't help me either, they were crisp, professional, and understanding. World of difference. RTR - you can do better.

In May, I ordered 2 dresses for an event in September. Yes, four months in advance. They simply never arrived, and my email to them (to *******@renttherunway.com) was not responded to for 9 days. NINE. My phone calls to them were met with 3 hour hold times, and despite multiple times of entering my phone number for a call back, I never got one.

They eventually responded, "there was a delay in order handling, we don't know why", refunded my money and were apologetic, and offered me a code for 50% off my next rental. Which went right in the garbage - what's the point of renting a piece if it has a chance of never showing?

I feel terrible for those customers who have been loyal to RtR for years and are getting this type of treatment. At least it was one-and-done, lesson learned for me.

First dress was ruined and couldn't be rented. Replacement was supposed to arrive today, nothing. I am getting married in two days and have to get a dress off the rack one day before my wedding. Horrible store.

I've been with them for over two years. The past six months have been such a headache that I'm finally cancelling. Customer service time is over an hour every single time you call, emails they don't answer, overworn Items are sent all the time and shipments take over a week. They did not address their customer service and quality issues in July like they said they did. It's become even worse!

I've used the company for the past two years and always found them to have excellent customer service and quick delivery. I have always ordered the dress at least two days ahead of the event and knew there is always a chance the dress may not work out. If the dress doesn't fit or there is an issue I have either received a refund or store credit. Will continue using this company in the future!

My story sounds the same as the many who did not get the dress they ordered. I ordered a dress 1 month before an event only to get an email 2 days before that the dress was not available. I was offered Any other dress regardless of price so after spending an hour on the phone with a stylist I still had no dress... I picked out 4 additional dresses all of which were not available. I ended up cancelling my order and scrabbling for a dress 1 day before the event. They promised me a refund but so far no credit to mt account, anticipating being on the phone, wasting my time to get a refund... Night mare... Will never try this company again!

I mailed back the dress a day before just in case, and they still emailed me about a late fee of $50. I am going to fight it as long as I have to. The dress was ill-fitting despite the endless reading of the reviews, I will never, ever use this service! Stay away!

I ordered a Dress for Easter that was supposed to be delivered the Friday before - Rent the Runway picked delivery dates. Find out the Saturday before that they can't deliver until Monday due to holiday. Didn't occur to them that the dress was for the holiday. I called and they were like - oh, you won't get it until Monday. I cancelled the order. I hope I get a full refund, based on other reviews - not so sure. Do not use this company - they have no idea what they're doing.

I signed up for RTR monthly cloths subscription. Basically you get four items a month for around $89.00. On my first month the four items I received did not fit. I sent a message to the app asking if there were something I could do. They said I could pick 4 new items and pay a $12.95 shipping fee so I did! I had to return the 4 original items. I dropped the return bag off at a USPS instead of UPS on mistake so the return took an extra 10 days to arrive at there facility. They received the items then charged me $700! They said because it was late they would no longer except the return. I am still in shock! Mind you these were 4 TJ Max quality shirts that didn't even fit! Be carful of this company, as a 1st time customer I was baffled at there tactics. Needless to say I am fighting in every aspect I know how to get my $700 back.

The worst service - my latest inquiry took them 7 days to respond. When you are an unlimited member waiting 7 days for a response results in you losing an entire week of items.

When they do respond, they are unwilling to assist you even when the request is reasonable - asking for a second return label so you can rotate 2 and 2 of your total of 4 unlimited items.

Simply the worst customer experience.

Horrible customer service, waist of money. They will constantly tell you at the last minute the the item is unavailable, meanwhile your paying them to send you items in a timely fashion. Aaagh, so disappointed and what a waist of money this was.

Not only did the dress arrive 16 hours late, but I was never informed that it would be delayed, and when I called to inquire about why it was initially late they assured me it would be there first thing the next morning (it was not) but also cut me off and when I called back was unable to get through. Same thing the next morning when I called. Even though I only was getting use for 2 out of the 4 day rental they only offered a 25% discount. Very disappointed and will not use again.

When you look at RTR online, there is a great selection of beautiful clothes. When you sign up, they are no longer there. My understanding is they show you things that are not available to entice you to sign up. Once I realized this, within minutes of signing up, I reached out to cancel my membership and ask for a refund. Their chat is disabled, their call time is insanely long and the email went un answered. Finally, days later, I got ahold of them and they told me they do not do any refunds even though I had never rented a single thing. Terrible company looking to take advantage of customers through fake products.

I rented from RTR on few occasions, and every time something was wrong with the dress I received! But what do you expect from a glorified drycleaners! Both times the dresses smelled. The second time I rented I did not get the dress I had ordered, but received something completely different then my back up choices. The customer service was horrendous, and I was basically made to feel like I had done something wrong.
This company should really just hang it up! I would much rather go buy something from a reputable dress shop that cares about customer service!
Also, I met someone that had worked in their distribution /dry cleaning center and heard some really scary stories...