Rent The Runway

I have had multiple issues with Rent the Runway:
1. Dress was sent to the wrong address, did not have it in time and was not able to wear.
2. Ordered the SAME dress in two different sizes (in a size 2 and a size 4); however, they sent two DIFFERENT dresses (one in a size 2 and one in a size 4).
3. Dress ripped immediately after I put it on and I was leaning over to put on my shoes. Understood that this may have been my fault; HOWEVER, I decided to wear the other size provided and the dress ripped in the exact same spot later that night. Therefore, the dress was obviously of poor quality.
4. Returned the dress on time at a UPS location; however, they claimed that they never received the dress and were not helpful at all in understanding the situation or trying to help me track down the dress. I believe this was an issue with the Rent the Runway shipping label. Ended up having to pay full price for both sizes of the dress.

RTR has terrible customer service. I will never use their service again - the company used to place the customer at the center, and now they simply want to make as much money as possible. They sent me a dress a week before I requested it, and then charged me a late fee even though I dropped it off on time. They refused to refund it, even though the package was left at a UPS box and then out of my hands for the reliability of the speed of return.

I had heard such great things about rent the runway so I decided to try it and got a dress for a Christmas party. The dress that came was very nice and I put it back in the bag and dropped it off at FedEx on Sunday. I get the dresses back in the mail on Tuesday and start going through the bag to find that there was a return label zipped into the side of the bag that I should have put on the front of the bag. There were no instructions of what to do and I called and customer service based said "tough luck" you can email collections and you should the dress back via fedex as soon as you can. So then I spent my own money to ship the dress back, and emailed the Collections department to explain what happened. They said it was my fault and there were still going to charge the late fees. I could have bought my own dress for the $200 it cost to rent a cocktail dress. Very disappointed and would not recommend to any of my friends.

I have to say I was really excited to be able to go to the Chicago store and try on the outfits I wanted for a weekend wedding. I was a little taken aback that it cost $25 for the opportunity but seeing as I could tell them exactly what I wanted to try on I thought it would be worth it. My sales gal, Jessica, was very helpful but ultimately the one dress I wanted they didn't have in my size. And I made the appointment 5 days ago! I ended up spending $125 for a dress I am not crazy about. So so disappointed.

I ordered a dress 2 months before a black tie event. The day my dress was to be delivered they sent me an email saying they did not have the dress in my size because someone had returned it too late to get it cleaned and sent to me. They said their stylist picked out another dress for me and was being sent. I did not like the dress their stylist picked for me and told them NOT TO SEND IT. They sent it anyway, I did not like the dress and it was too big. I immediately sent it back. They kept sending me emails saying they were sorry and would give me a 25% discount on my next dress rental. I told them to forget it... I had no intention of ever trusting them or using them again!

I did Unlimited for two months leading up the my wedding and reception. I loved having options for my showers, bachelorette weekend and a few extra rentals to use at work. I got a ton of compliments on all of my dresses and never had a problem with shipping or lost items. Today I saw that I hadn't cancelled the renewal on time so I was charged (appropriately) for a third month. I was mad at myself for not putting a reminder on my calendar. I called today - three days after my subscription renewed - to cancel my subscription. Not only was it easy to cancel (no questions, no pleas to stay), Steven (the rent the runway rep) even unpromptedly offered to refund the recent renewal - despite the fact that it was my fault for not cancelling on time. Perhaps they are revamping their customer service because my experience runs counter to most of the reviews, but I truly had such a great experience that I felt compelled to find a review site (this one) and leave a reply.

They never shipped the prom dress we oredered. They never notified her that the dress was no longer available. When she called them the day before prom they offered to ship 2 dresses of their choosing none of which she liked. It was basically take it or leave it. She was devastated. Stay away from this horrible company. They really don't care.

I was informed via email at 2pm (the day before my dresses were due to arrive) that the dress I reserved MONTHS ago was suddenly unavailable and I had until 6pm that day to respond with an alternate or they would "pick" one for me. I work swing shift and didn't get the email until it was too late and the dress staff selected is hideous. My event is Saturday and I now am out $ and have nothing to wear. So disappointed.

Rent the Runway scammed me and a friend. She was notified the week of the event that her dress won't come. They never even notified me that my dress was unavailable so they took it into their own hands and sent me a completely different dress. So we are both scrambling the week of our event to find dresses which most won't be shipped for at least two weeks. Very unacceptable and very poor service.

I requested a swap within 2 days of receiving my RTR order. I returned my items on the day they requested, documented the tracking info with weight, kept the tracking label - and the items showed up as "past due" which means I can't use any more of my monthly swaps. UPS had a delay (their fault - documented) and I sent the tracking info to RTR. The RTR team indicated they would have no other choice but to wait for their company to receive the items, which (because they ship snail UPS ground) would mean I have to wait 7 full days from shipment to receipt of the package, even if it takes them two days to fully receive my order.

Which could mean a longer delay and the imposibility of swaps per my account.

My initial order arrived with a dirty (way too worn) Phillip Lim purse, as well as a Jason Wu dress that smelled like cigarette smoke and Dryel. Not an awesome combination.

This is my 3rd round wirh RTR and honestly I always hope it will be better. It seems to have progressively gotten worse over time. I know its time to move on!

So if you do unlimited and take out 4 items and on average 2 don't even fit so you send them back it takes 3 days to get back to the facility and another 5 days before whatever you pick out gets to you. This is assuming you pick something out I instantly. So that's on average 3 times you can swap a month assuming you plan on renewing. I myself would not pay 160 dollars for 24 of my days to be spent in transit, assuming you somehow check out 3 times a month (unlikely). And rememberon average half of those won't fit despite all being the same size.

Never sent dress, didn't notify me that nothing would be sent. I had to call to find out they had no dress for me even though I ordered months in advance. No explanation. They didn't offer any substitution and I had to demand a refund. Horrible customer service

If I could give this site a zero star rating, I would. HOW DARE YOU? The only items you had in a 14 were handbags and necklaces?!?!? You are another reason why girls have terrible self esteem. If you want to be pretty, you have to be skinny, or fit into a soz e 14 handbag! $#*! YOU! This world is $#*!ed because of people like you!

I reserved a dress for a formal wedding several months ahead of time. The day before it was supposed to arrive rent the runway let me know that my preferred dress and size was not available. I was upset but asked them to please immediately send the back up dresses that were also part of the order. They did not send them and did not notify me until the evening they were supposed to arrive. My neice's wedding is tomorrow and I have no address. I am furious!

I rented for the first time and the dress came damaged and they could not send a replacement, kept trying to push me into other dresses I did not like. Second time I contacted as the day before I was due to receive the dress (which was two days before I left for vacation) and was told it would ship out overnight. Well the tracking later on stated it missed the last pickup and would be shipped next day, then was delayed by weather. If they shipped out on time I would have gotten it. They ruined two big birthday events in one month. Lodged a complaint with BBB and surprise surprise they have not replied. I just want my money back and for the pro membership I brought. I have disputed my credit card and will not give up

I had a last minute trip to London for a wedding and was in a pinch to find a long sleeved dress. A colleague told me about Rent The Runway and I immediately found the perfect dress. I ordered the dress and they sent me two sizes to make sure I had the right fit. All of the reviews on the site by customers who wore the dress were totally accurate and helped me get the right fit. I could not have been happier!

Rent the Runway will continue to charge you whether you "pause" your account or not. Once you realize it, they will not give you a refund of your money. BEWARE! This company is not ethical or trustworthy.

Overall my experience is pretty good, I like most of my rentings and the shipping is fast.

The only one horrible experience was the orange blouses I rented. It's smelly and broken! Funny thing is, the website only allow good reviews being posted, while block the bad reviews.

I always left positive reviews if I felt the clothes are very nice and the service was good. However, I found out that my one review about that orange top never got posted to the website, that kind of let me wonder how many other people's different voice being blocked too. This does not fit business ethic at all. Very disappointed.

Also, on the review page, there is a link saying if you have any concerns about the product please contact us. I was trying to contact whoever is responsible for customer satisfication, unfortunately, the link didn't even exit. I can't even have a place to get any feedback from my horrible experience. This is a huge impact on always good impression about RTR.

I wanted my money back for a very ugly outfit I paid almost $300 for. It was my first experience with Rent the Runway. Admittedly, I bought this item on clearance. I wanted to rent it and then it went on clearance where I had to purchase it instead of rent. It does say final sale. But I am so angry at them and myself for wasting money on an awful outfit with absolutely no recourse or mercy for a first time customer. Will never deal with them again. The pictures and comments will draw you in. The outfit I got was so out of style and old ladyish. Yuck!

This was my first time using RTR. I had heard some good reports, so I thought I'd give it a try for a wedding I was attending. It took time to select the dress, read reviews to make sure it would suit, and pick the right size, etc.

When the dress arrived, it reeked of BO and perfume - obviously not cleaned, and definitely unwearable. I sent an email to customer service. No response. Their "promise" to make sure their customers are satisfied is simply a lie.

I ended up wearing something I had, but I paid for something I couldn't wear, through no fault of my own, and I had to return it. Probably the worst part is that I still have not received a reply from customer service, they have not posted my review, and I continue to get hyped-up emails asking me how exciting my rental was.

Definitely not for me.

Like many others here, I had the same horror story. Dresses came at 5 on Friday and I needed to leave Saturday morning. Never got the dresses I ordered nor did they even consult the 2 backup choices I had taken the time to choose! They sent me the ugliest dresses I have ever seen and would never wear. Customer service just kept reading from the script offering to overnight me a dress - like I would trust them to do that since they clearly couldn't even read! Offered me a credit - like I would EVER use them again. Finally agreed to refund me... but haven't seen that yet! The best revenge was going to a gala with hundreds of other women and spreading the word about what a disaster this place is! Word of mouth made them... and now word of mouth will ruin them. Spread the word - NEVER AGAIN!

I signed up for a monthly subscription. I cancelled after three months due to poor selection. I had a very difficult time finding items that I wanted to rent and when I did find acceptable items they were always out of stock and unavailable. Some items arrived looking very worn and tired. I cancelled my subscription and they charged my card for the entire purchase price of the clothes that I had in my possession at the time. I had proof that I returned the clothes and was willing to accept a late fee penalty. They refused to budge and I finally had to have my credit card company intervene on my behalf. Do not rent from them - poor selection, poor quality and very very poor customer service.

A lot of items are not available after you place an order. And then you have to wait for replacement items forever and spend hours on a phone with reps. And replacement items might be not available either.