Rent The Runway

Got my dresses a day late -- both arrived damaged. One had holes all down the seams and the other was COVERED IN PLATINUM BLONDE HAIRS (yech!). (Oh, and also they don't let you exchange sizes so you better be 100% sure that the little picture on the internet reflects the right proportions.) After I complained, a totally polite customer service rep named Denise offered me free spots, but did nothing to solve the problem, and now I have nothing to wear for my event in... 24 hours. Don't do it, guys. Go shopping in your friends' closets, instead.

I've rented from RTR on more than one occasion. The first time was for a black tie affair in which one of the dresses came damaged. The lace on the dress had a large hole. I was able to wear the second size of the same, which they offer at a discounted price. The second time there was only one dress left in my size, so I took a gamble and only ordered the one. This was for a NYE party. The dress arrived with a large stain on the front, and the ruching had been destroyed and looked like a flat saggy stomach. I had done the 4 day rental, so there was no time for them to send me a second dress, and I had to run around last minute to find something to wear.
I have had other instances where everything was ok, but their quality control stinks, and I won't rent from them again. Really disappointed as I love the premise, but it's too much of a gamble to rely on the quality of their garments.

Ive used unlimited since November 2017 and have never had a problem. The trick is to UPS a few things back yourself so you end up with multiple black bags - that way your rental and shipping is all staggered. Ive never had an issue and have worn 95% of what I order. The clothes smell like dry cleaning when you get them but I spray Fabreeze wrinkle release spray on them and it goes away. I estimate that I rent 8-12 outfits a month - all for the same price TOTAL as what I was spending on Revolve per piece.

I often give reviews on clothes I rent.
However, I found that those negative reviews never show. Only positive reviews show. This explains that every time I rent clothes with 0 review is always a bad experience.

Also, if I leave pictures with my face, those reviews never show. And if I cover my face, those picture review show every time as long as they're positive ones. I got a little bit offended by this.

I rented a dress for an upcoming wedding. When the dresses came in the dresses were ripped and stained. I called and explained the situation. The stylist Arturo B helped me select to new dresses to be shipped the following day to the hotel I was staying (wedding was the day after that) I called the hotel and explained everything. The coming day there were no dresses. The dresses were suppose to come by Fedex so I called Fedex and was told they never received the dress. I had been emailing Arturo all day and he replied late in the evening blaming Fedex. I ended up with no dress and no respect for this company.

I am an international student in the US, finally graduating this year and have my graduation gala tomorrow which is one time thing in my life. My friends and I have been super excited, we have been preparing for it since the gala has a theme. I ordered the dress three weeks ago and accessories as well matched to the theme.

All the accessories arrived on time, however I got an email from RTR saying that the dress is damaged and they will send me new dress... What new dress? Do they know what accessaries I will wear? Do they know which party I am going to? Why are they doing this a day before the most important gala in my life? Plus, the dress is not even arrived! Basically I have no dress now but everything else...

I am super depressed and cannot even go to sleep now... What should I do now?

I only gave them a 4 because one dress was not available in a backup size so I went with my jeans size and it was a bit big. I still wore the dress and got many compliments so it wasn't a total flop. I received a courtesy call to see how my first experience was and I was honest... "I didn't fit great" they were sad to hear that and gave me a 50% off my next order. I used that for a dress this weekend and it was perfect. Fit me like a glove. Always in good condition and again, I received many compliments. I upgraded to pro so I can have free shipping in the future. I will absolutely use them again.

They require you to create a membership to view sizes and availability. Although NOTHING was ordered and shipped to me, they still charged me a monthly fee and refused to refund the monthly membership fee. I was unable to order/rent a dress for my event because nothing was available in my size. They did not provide a service and still charged me. I do not recommend!

I rented a dress for an event. Asked a friend to drop it back in the mail and they mistakenly took it to the post office and not UPS. I didn't find out that the package hadn't made it back to them until after I was already charged over $100.00 in late fees. Contacted the post office, who advised they remembered the package and that a UPS driver picked it up from them. Called UPS and opened an investigation. Informed Rent the Runway that UPS would only communicate with them since it was their package. One week later, still no resolution. Found out that someone at UPS made a mistake and closed the investigation. Meanwhile, Rent the Runway has not bothered to follow up with UPS at all over the past week. They have halted the late fees until tomorrow, but I'm going to have to dispute the charge and/or cancel my credit card so I don't get hit with over $1,000.00 in late charges. I will NEVER use them again!

I read these horrible reviews after I had already sent my dresses back. The two outfits I rented showed up exactly on time, they were perfectly cleaned and smelling fresh, I received two sizes of each and both of the ones I thought were going to fit me, did! It was so nice to be able to wear gorgeous designer dresses without the high pricetag! The return process couldn't be easier either. Pop them back in the bag they send you, put the label on they give you and bring to your nearest UPS store. DONE AND DONE! I got a receipt from the UPS store so there was proof of the package and time sent back. Just yesterday I got an email from the company saying they received my dresses. Perfect. I will rent again and again :))

I always have good experience with RTR but i had an issue with my last order.

I want to warn you guys to all RENTERS out there specially the newer ones like me, DO NOT BE LATE returning the dress. DO not just drop it in a drop BOX. I recommend you go inside and have a person scanned it right away. Get a receipt! YOU are still Liable if its missing and not scanned. They will CHARGE YOU!
I got charges $300 for late fee.
I was ready to leave and cancel my membership after everything is resolved. I said i don't want to do this anymore then they emailed me back and i was HAPPY about it. They actually listened to their customer. I am going to stay with RTR and continue renting again. Special Shout out to Camille J from Collection dept. Thank you so much!

Rent the Runway only delivers 50% of the time and does not care one ounce that you do not receive orders. They are the WORST and not willing to invest in the right structure to support their business -- I do not recommend any one use them. I do look forward to competition in this space because it's a great idea but they are a waste of every bit of my energy and I will not use them again.

This is my last month of being a member. I am just fed up with the lack of ANY items on my list being available, the poor quality of the items that are available, & the price keeps going up - why? NOTHING has improved. Month after month NOTHING I want to rent is available in my size, I add something to my cart and before I can find another item to add the first item is removed. I get a shipment that I can only wear one of the four items in, yet they make me use the entire swap. Tired of getting ripped off month after month. I'm out.

Wow, RTR, where do I even start! The whole format of the website is a scam, you cruise around looking for things you might rent only the find that item is not available. The quality of the clothing is extremely awful, things have visibly been over worn and need replacing! Additionally, customer service is AWFUL and there is no getting your money back.

I just tried FashionPass and so far they have been amazing! Unlimited rentals a month for good quality high end clothing and quick shipping! I found this code for $50 off your first order: LAURA18K

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

I have been on hold for over a half hour as I type this. It is my 2nd phone call (another 1/2 hour) trying to get credit for the dress they sent somewhere else. I was told first time they would issure credit but then their follow up email stated they would issue me credit after the dresses were returned (that they never sent me)! I just got off call. THey said they now would issue the credit! Apparently the dresses were on there way back to them from God knows where. Never again!

HORRIBLE customer service. Needed a special dress for a National advertising awards banquet. I reserved my dress months in advance. I received an email stating the dress was damaged only AFTER I got a shipping notification that they sent my dress in the back up (smaller) size and a replacement dress. The replacement dress was horrible. It was not anything like the one I wanted and looked like I was wearing someone lingerie. Just awful. When I contacted customer service I got a canned response that they were sorry my dress wasn't available and I could send back the dresses for a full refund. While glad I wasn't out the money, that left me in a HUGE mess, trying to find a dress last minute, 2 days before I had to get on a plane. It's NOT worth the risk. If your dress doesn't fit or is "unavailable" then trying to find something on their site last minute is impossible. Nothing good is available. I will never rent from them again and I would never recommend it to anyone.

I rented several pieces from Rent the Runway for special occasions and had a good experience. I then signed up for the Unlimited Membership which I do not recommend since the clothes are often too worn out to use. When I brought my concerns up I was offered a $20 discount and then it was impossible to cancel. The kept billing me and didn't issue a refund for the month they billed and me where my membership wasn't active. I only notice their mistake went on their site to look for a dress for a single rental and saw they still had me as a member and didn't issue a refund for $173.

Very disappointing experiences with RTR. Ordered dresses over a month before my holiday parties, the dresses not only did NOT arrive when expected - they never arrived AT ALL. I do not recommend this company.

Left some money and credit cards on the pockets of the garments that I have rented. Realized it after shipping it back. When I called, my order hasnt returned yet and they said that they will be "red flagging" it for the items that I have mentioned.
Lo and behold, they have received it and I have ordered new items for my unlimited subscription and they still haven't heard from the fulfillment center or wherever they ask the items that got sent back.
So frustrating that this company does not have the security measures for situations like this. I am very disappointed with the way they are handling the situation.

Little did I know they switched up their shipping policies and now use FedEx. I mailed my package back via UPS dropbox and UPS sent my package to the FedEx warehouse. It's in the hands of FedEx now, but the tracking info won't work and RTR continues to charge me daily for late fees. This is absolutely insane. I'm going to have to cancel my credit card to prevent racking up thousands of dollars in fees.

Horrible! If I could give this company less than one star I would. My wife rented a dress that she fell in love with for my best friend's daughter's wedding. I never seen her so exited! A few days before the wedding she received a call from the company and is told that the dress is not available in one of the sizes she ordered even though it was available when she placed her order. She was ask to pick an alternate dress in the second size. Still very excited she purchased accessories to go with the dress. She even took me to purchase a new shirt and tie to match the dress. The order was to arrive the day before the wedding. Well it didn't! Delivery was reschedule for the day of the wedding. Still excited but a little nervous my wife waited for the dress to arrive. Two hours before the wedding still no dress. Heartbroken I watched as my wife frantically searched her wardrobe for something else to wear as well for myself. Wouldn't recommend this company to anyone!

Email saying my dress (and back up) and necklace were not available was sent 10 PM Wednesday. The item were suppose to arrive Thursday so that I could wear the necklace for the rehearsal dinner and then the dress for the wedding on Friday. I was not given a choice of replacement dresses, instead 2 were selected. Neither dress would have been my choice and the necklace replacement option were both red... not exactly a good option for the blue dress. But it ended up not mattering because the following morning I recieved another email 9:30am on Thursday. This email said that now the order (of things I didn't want) was not going to be delivered until Friday. I spent over 15 minutes on the phone and was very disappointed in the customer service.