Rent The Runway

I had always wanted to join the monthly subscription of rent the runway but always had too busy of a schedule in medical school and residency to justify a monthly subscription for cute outfits with little time for a social life. Finally my schedule improved and I joined post-pandemic. Unfortunately, most of the cute, fashionable clothing seems to be gone post-pandemic and now they have I'll-fitting clothes that they likely acquired on after-sales from brands that couldn't sell the items. I'm disappointed. I'm hoping with a bit more time post-pandemic (and $ as people reactivate their accounts and join since they're going back out into the world) the options will improve. If not, I'll be cancelling my membership. Rent the runway please start trying to acquire cute fresh items— not just the ill-fitting, odd garbage that brands couldn't sell! Let's get some fresh desirable Hermandt and Nanita, Cynthia Rowley, Zimmerman, Reformation, Alice and Olivia, etc.! Please!

Just had to cancel my order 3 days before my event.

I had my top choice removed from my selection not only in my first size choice, but also in my back up size.

They also told me that due to storms on the east coast they weren't sure if it was going to make it on time.

I had high hopes, but they were dashed.

Going to Nordstrom tonight...

Too long to rant but still waiting for credit for my charges after being texted 3 days before my nephews wedding that my 1st choice of 2 rentals was DAMAGED by previous renter. Sent 3 dresses after website said order didn't go through and had the nerve to CHARGE me! Spent a lot of time accessorizing for a dress that never came. Inexcusable. One alternate dress was sent and couldn't zipper it. Very worn looking. Extremely disappointing. Never again

I have been a customer for probably about ten years and the customer service has just gone completely downhill. They do not get back to you and you sit on hold for hours. All the time I have spent waiting on hold I was better off just buying a dress and not wasting my time. I an canceling my subscription immediately.

RTR messed up my order. Even though I ordered a dress, backup size and backup dress well in advance, when it cam time to ship, only my backup size was available. The agents solution was "surely we can find another dress" This was unacceptable given it was so close to the event and the dresses that worked were the ones I ordered. I told her to send the backup size and another possible dress. Except she was going to charge full price for the dresses! This is unacceptable. I should have been given a full refund for the whole transaction because I got a dress in a backup size and another that I didn't want. No refund is a horrible solution given the stress this caused! Her response was that I was still receiving a dress and she couldn't send a replacement and a refund. That shows total lack of concern and understanding that I was being charged for two dresses, neither of which were what I wanted and I placed the order early to avoid any stress! RTR was a total failure!

After cancelling my Unlimited membership they have continued to bill me $173 a month. I received confirmation of my cancellation but then absolutely no reply after I complained about charges. I returned items the month before the incorrect billing. I now have had to file claims to dispute the charges to my bank and with the BBB.

I ordered my dress way in advance AND set my rental start date to 2 days before my event. Then I found out that I would not receive my order until the day I was supposed to return it. -_-. A refund only means so much when you are out of a dress for an important event. I would NEVER use this site again. UNACCEPTABLE!

Buyer beware! If you are the slightest bit late with your return, you will automatically be charged double the inflated value of the merchandise. Beware of the fine print, you will be charged $50/day/order it is late. These fees are exhorbant; they have little interest or incentive to work with you in the name of repeat business.

Do not rent from them, you will regret it.

I ordered my dress, plus my second size, plus my backup for a total of three dresses. I placed my order in September for a Dec 1st event. One week before on Nov 24th I get an email saying they are "sincerely sorry" but they cannot fill my order. They took payment in September and now one week away I am supposed to get another gown for a holiday event when everything is sold out. Their website has nothing but glowing reviews but this site is from real people with real reviews of businesses. I will always use this site in the future because you will know this is real. If you can't trust a company to deliver shop somewhere else. Its not worth it.

REALLY DISAPOINTED. I used rent the runway for the first time and ordered 2 dresses and a jacket... No back up sizes available. The dresses didn't fit well as most people know designers and sizes can vary quite dramatically I returned them the next day. I was shocked to find out 1) that they only give you a website credit for your dresses even if you never wore them and 2) consider a JACKET an accessory ( non returnable) huh? Or and 3) they sent a return bag too small to fit everything so I had to go to ups and ship another package ( which on their site says they will reimburse you)... Well customer service then told me this was an old policy! They have a lot to iron out! Now I am stuck with a possible $200 credit i(f they accept the fact that a jacket is not an accessory)to a website I do not want to use ever again. Really bad buisiness model if you ever want returning customers.

I was told over and over to try this service... So... I finally have an upcoming event and I decide to try it. I find a dress (that was $140 for 4 days) order it five weeks in advance.
Buy shoes and accessories for it and the day before it is to arrive (3 days before the event). I receive an email. That I have no dress... WHAT? I can go to the site to see what is still available to ship tomorrow...(6 dresses that for my filter) Ummmm... No thanks... If you have other things in your closet to wear instead then this might work for you. However it did not work for me... I will never use or recommend this service again...

Big event completely sabotaged by RTR not delivering my dress yesterday or today... (they did not call to inform me of THEIR mistake either) they promise to have her by drumroll please... monday! Well the even is saturday that's why I ordered it for friday: ( don't know what Ill wear (semi formal) but I do know that Planned this weekend in advance so I would have to stress and now... I'M STRESSED! Save your sanity and just go buy a dress.

RTR emailed me to tell me they couldn't send my clutch but could send me another a day late. So I picked a different clutch and hoped it would arrive on time since it was now delayed to the day of my event. Then I got an email saying my whole order was delayed to the day of my event. I started to panic a bit but figured it may still arrive on time. The day of my event came and only the clutch shipped. They gave no notice that my dress and accessories wouldn't be shipping. Tried to reach them by phone but no luck and they did not respond to emails today or last night. Dig through my closet to find a less than appropriate dress for a wedding and now have to make a trip to return the clutch I no longer need since I don't have a dress to match it. I would have told them not to bother sending it if they'd let me know they wouldn't be sending my order. Cancelled the whole thing on the way out the door to the wedding. Had a great experience with them last time but never again.

I ordered a dress from RTR for my daughter's shower a month and a half before the event since I was undergoing chemo and knew that I would not be able to shop. The instructions noted that the dress could be delivered until 8pm in the evening & when it did not arrive I checked the tracking & it was still showing "awaiting pickup". I called RTR and had 5 minutes to select dresses before their final shipment went out for the day. They said a "computer glitch" caused the issues?!?! Most of my selections were unavailable so I selected 3 ok dresses without being able to look at customer's posted pictures or reviews.
When the dresses arrived, none fit properly so I was forced to go to an over-crowded mall on a Saturday (which I am not supposed to do in my condition) and stressfully find a dress. They offered 50% off of my next order?!? I will never order from them again and advise you to beware if you are considering ordering from them!

This company promised my daughter a refund since you have no sizes to fit her and you decided to give her a store credit. How can you do this? Your company has NO sizes to fit her! You have done NOTHING to earn any money from her. You are being reported and I hope your company goes under! You are THIEVES and LIARS! No manager available, no phone number for a manager. This is a shady business! DO NOT USE!~! This company rips people off! Go look at their BBB, nothing but bad reviews!

They missed my dress and I placed the order 2 months ago for my dinner rehearsal. So I didn't get a dress and they didn't solve the problem at all. I was very very disappointed and they cared nothing! I refered friends to RTR and I didn't get any credit as they mentioned. Never ever use them again. Please be aware!

The worst customer experience ever in the store. Customer support is extremely unhelpful. Way below the bar for a growing consumer start-up:
-Personnel in the store in NYC pay zero attention to the customers and spend all their time discussing their own staff
-The layout of the store is awful: the sections are not clearly separated between items available for unlimited usage and those that don't. So don't be surprised to figure out during check-out that half of the items you selected are available for an extra fee only and can't be rented as part of the unlimited subscription
-The quality of the items received are often in the bad condition: not properly cleaned and with multiple visual marks
- The app is not working properly and is super confusing to use

Overall, at $170USD/month extremely bad value for money. Wouldn't recommend it to anyone.

My sister rented two dress from Rent the Runway. Neither was able to zip because of how the dresses were made! The padding in both of the dresses were messed up! How can you sell a dress that doesnt even $#*!ing zip?!?!

I reserved a dress several weeks ahead of time for an event. At 10pm the night before I was to receive it, I got an email that the dress was unavailable and another had been substituted. The replacement arrived and was something you'd wear to a funeral -- a completely different style and color than what I'd ordered. I tried to get a repalcement shipped in time but of the 15 other styles I tried, none were available except one. I replied to the customer service person's email 5 minutes after she sent it, confirming I wanted this replacement. A few hours later, I got an email saying that the dress had already been reserved. So, I'm left scrambling at the last minute to find a new dress. Avoid the hassle of scrambling for a dress at the last minutes and don't use Rent the Runway!

My dress was supposed to arrive 12/29 for NYE. It said it was scanned to my city that day but it never came. I couldn't look up further tracking info and it said inclement weather delayed it. A day later... still isn't there so I called and they find out it's "on a trailer in the middle of nowhere SC and the facility is closed so it wont arrive for a week" I mentioned their website policy that says they will overnight a dress if you let them know by 3pm - they refuse to honor it! Said it doesn't apply to the weekend... well the site doesn't say that... all they wanted to do was refund my credit. After further discussion they said I could get 50% off a future order (but I could NOT use my own credit towards that order... wtf?) worst customer service. One job = deliver the dress on time for my event! FAIL.

They acused me of stealing earrings (which I did not), and charged me for them. I had to reach out 3 weeks later and ask them to refund me and they said they would. Finally after 2 months of going back and forth with them, I looked at my account and they actually CHARGED me instead of refunding me. It's been two months with no refund. What a joke of a company.

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.

Ordered 2 dresses for a wedding this weekend but couldn't tell you how they fit because the box won't be making it to my house. After calling yesterday because I NOTICED the box had been sitting in the same place for two days, I was told FedEx lost the package but after more digging and 5 hours on the phone with FedEx, I found out that Rent the Runway never actually sent the package. Somehow my sizes were no longer available in the items I ordered even though they weren't sent to me.

The whole point of this company is to receive clothing during a specific window of time. They can't even do this and refused to compensate me for a CHEAPER dress I had to go out and buy last minute. Horrible customer service. Horrible first experience, and last. If you use this company make sure you have a backup plan. They offer no guarantees.