Rent The Runway

I've never even rated a website before - but I get so frustrated by this particular site that I've decided to write a review on it. EVERYTHING is slow & the navigation is NOT user friendly. Its such a bummer because I spend a fair amount of money on their services--and have always received not only WONDERFUL customer service, but also have been very happy with their products! I'd spend so much more, if their website didn't frustrate the hell out of me! Its such a great concept and service, that its a shame the website deters me from giving them more business. I hope it improves!

The day I was flying into Miami I received an email from rent the runway. They said I had 30 minutes to respond before they would be closing for the weekend. The email said they rented my dress to someone else. CAN YOU IMAGINE? So now I had to step aside from wedding festivities to find myself a dress with no avail. I had checked Bloomingdales, Nordstroms, Saks, everything. Ended up having to wear something from Ross. When I called, they gave me a refund and a metaphoric pat on the back. Incredibly disappointed and SHOCKED at how they are still a running company.

The size chart and product details do not correctly explain how to judge the size you should be ordering. As per rent the runways guide I ordered correctly for my size only to find that although the shape wear fits my body the built bra does not. I ordered a "small" to fit my size 2 body and a 34 D cup. Rent the runway explains that the cup is adjustable to up to a size DD, they do not. Only after looking on the DMONDAINE web site did I find the true sizing information. Now I am stuck with a $160 piece of material I can not wear as they would not exchange for larger size even with all tags never removed.

1st time using this service, sounds great. I wish they gave you the items at least a week early. Mine arrived on a Friday night at 6:00 pm for a wedding the next day. Ordered 1 dress in 2 sizes. One was not even close to fitting, even though it was my size. Next size was still tight and it had a big hole on the seam. I requested a return for credit. Shipped back at 9:30 am the next day and then spent 2 hours going from store to store to buy a dress. Still have not received a refund, which i think I should get since the dress was unwearable at no fault of my own. I have left extremely bad feedback but still no response. Have tried numerous times to find out the status of my refund and still no response. Renter Beware - better to just buy a dress.

Ordered a dress in two sizes to ensure fit for a wedding a month prior to the event. The dress came the night prior and only 1 size was in the box. No one called or emailed me to let me know they did not or could not send the other size. The smaller size they sent was of course too small. I was screwed because some incompetant person did not let me know less than 12 hours before my friends wedding that there was no back up size coming which would have helped now I have no dress and no time to shop for one.

I had for the first time checked the website and was playing around. I was checking the monthly 8 piece subscription and left it at that. Later I see a charge on my card for 94$.
I see that after 18 days of it happening.
Calling the customer care I learnt that my subscription started and they can't do anything to help. They even yelled at me. I hadn't even used their service and paid 94$ and weren't helping with an extension either.

When returning my Rent The Runway package, there was a mix up with USPS and UPS. My items were given to USPS instead of UPS. Which was an horrific accident. Safe to say, my package to RTR was a few days late. I reached out to the collections department after being charged a $50 late fee for the first day it was late. I explained to them what had happened and that I was doing everything in my power to get the order back to them. They understood my issue and worked with me to ensure I wasn't getting all my hard earned money taken from me each day because of a simple mistake. Best advice: calmly explain to them your issue and if it is legit, they will find a way to work with you.

I'm canceling my Unlimited membership because it takes a week to get an order, despite the fact that I live in NYC, 10 miles from their distribution center in NJ. When I asked Customer Service if that was normal, she said it was. I'ts not worth the fee if you can only get a few items a month.

I tried to checkout TWICE and each time they either overcharged me for my dress (meaning in checkout it would come up at $150 and on the page where I saw the dress it was 130) and each time they then said that they were out of my size even though it was in my cart and had been less that 30 minutes. What a joke of a business.

The dresses arrived on time. One of the dresses was packaged on the hanger with the inside slip twisted so when I put it on, it was up to me to untangle the bulge of fabric underneath the dress. Also, the smaller sized dress reaked! It smelled like someone had urinated in it. Not sure what the cleaning process is, but maybe they should invest in a deodorizer. Curious to know how carefully the dresses are cleaned/assessed prior to being shipped to a paying customer.

Last year, I rented a dress for New Year's Eve and scheduled it to arrive three days early, because I assumed it was their busy season. The dress didnt arrive as scheduled that day OR the next day and when I called, they kept saying it should be there. Long story short, the courrier had lost my dress and no one knew where it was. They were very reluctant to give me my money back, despite the fact that I NEVER GOT MY DRESS.

Today, they were supposed to delivery my dress for a wedding. Not delivered. I call and they say "it will be there within the hour." Ninety minutes later I call and am told "he will be there momentarily! He's just around the corner." 45 minutes later, I call back and am told they don't know where he is or where my dress is.

What am I paying for? I have no clue, frankly.

I have used RTR a few times, not overwhelmed with the quaility and fit of the dresses but since they offer a Pause feature and they typically email you to remind you your about to get charged I thought why not? Well I didn't get an email after my pause ended and they went ahead and charged me $155 for NOTHING. I got no shipment, I had no picks. I emailed their "concierge" and was told, too bad. I'm paraphrasing here but they essentially said we are taking your money and we are not giving you a refund. Even though its 100% obvious we shouldn't keep your money since we gave you NOTHING in return for your $155. I would steer clear of this service, any company that flat out refuses to refund you when no services exchanged hands is obviously out to trick people and make as much $$ as they can using bad business practices. Check out my invoice, for $155 of NOTHING! What a scam.

I cancelled my RTR monthly membership the first month I joined (April 2019) because the assortment was so unimpressive. I unknowingly still had 2 items in my possession but did not receive an email letting me know until 9 months later. The email was sent to me on 1/3 (a Friday at 4:16 pm) and was not opened until Monday morning. I am a full time working mother and checking emails from websites will never be a priority at 4:16pm on a Friday. I responded as soon as I opened the email the following Monday letting them know I didn't even realize I have the items in my possession and can they provide me with a shipping label so I can find them and send them back. Less than 2 hours later I was charged for the items in a separate email and the response I received from an associate was I am either liable for charges of $904 or the cost of the clothing. I checked my inbox and the only communication I received from RTR was 1/3 since I cancelled my account. The associate was rude and dismissive.

I recently lost a lot of weight and not only did I not have anything dressy to wear at my new size, I didn't even KNOW my size! The Runway saved me, affordably, and I looked great!:)
Why not 5 stars? I've rented a few times and one of the garments should was a bit worn - should have been taken out of rotation, but VERY wearable.

So I was referred to rent the runway by a beighbor. She made it sound like it was great... well it's not. They messed my order up two days before the event so I spent 3 hours stressing and trying to get help from them to hopefully get a replacement by the time of the event. They were so unhelpful and now I have to relieve the dress on the day of the event hoping it comes before the event starts. I will never use rent the runway ever again! And definitely don't reccomend it to anyone else

I ordered this dress one month before my event. It arrived the day before my event (because of availability, I couldn't get it earlier), and it was the wrong dress. A different designer, size and dress design from the one I ordered. I couldn't help but to wonder if this happened because they didn't have the dress available. I got an email a couple of weeks prior offering a free upgrade to a different dress, but I didn't act on that offer because I wanted this one. I'm super disappointed. RTR apologized, said they'll refund my money once they receive the dress and offered 50% off of my next purchase. Next purchase? Yeah, right. I'm super disappointed and displeased with what they did to "make it right." Not only did I not receive that which I ordered, but I had to go out and spend more money than I intended to on a dress that wasn't even the most appropriate for my event because I had about one hour to shop for something.

This was my first RTR experience online. At first I was slightly impressed b/c I ordered for a Saturday delivery and it came Friday night. However, I ordered 2 sizes- neither fit, and the dresses smelled really funky. I immediately contacted the site for a credit and they said to affix the pre-printed label, and that I had to have it into UPS to be delivered by Sunday. Did just that. Turns out- it wasn't delivered back to them until TUESDAY bc that's what the pre-printed label they provided had written on it. No one informed me that I would have to have UPS re-print a label, and/or possibly pay extra to send it back. A rep told me, "Sorry, it wasn't delivered by Sunday so no store credit." The policy is extremely misleading. I will never use RTR again. Save your money and spend the $100+ on a dress that you can buy on sale at Lord & Taylor or Macys that you can actually keep.

Where to begin? I started renting from RTR in 2013 and became an Unlimited member 7 months ago. Recently, I wanted to add a 5th rental for one of my shipments. It seemed clear to me that the $39 cost was a one-time addition. Much to my chagrin, I started getting charged monthly for the extra slot. When I addressed with Customer Service, I was told I had misunderstood and that I would not be refunded. I requested to be connected with a supervisor. "Katie T" was quick to say there was nothing she could do about the refund which would have been approximately $100. The worst part about this? The amount of money I've spent throughout the years on RTR (detailed below), the amount of people I've personally referred that have gone on to rent multiple times and/or become unlimited members and the amount of free press I've given RTR. In the past years I've walked many red carpets and always given them credit. Additionally, tagging them on social media many, many times. I immediately requested Katie cancel my membership and she didn't hesitate. I received her cancellation email within minutes. So much potential with such inadequate customer service from a managerial standpoint.

A few months ago I placed an order for a dress to wear to a black tie formal wedding in June. I pulled up the dress today to take a look at it again so I could figure out what to wear with it. I have the PRO account and I noticed that opposed to the $115 I paid for it in April, it is not $80 for PRO members. So I contacted them so they could adjust the price and they said prices fluctuate closer to your event date and there was nothing they could do. I think it is completely absurd that their prices fluctuate and that they won't adjust them, especially since I pay extra being a PRO member. Definitely cancelling that after I get this dress (which hopefully I still get) and not using them anymore.

I've been with Rent the Runway for barely 2 1/2 months and in that time they've messed up or mis- delivered all of my orders except 1 (which was itself a replacement order for one that they had messed up). Their customer service basically says they'll TRY to help and submit a request to fix things which doesn't even usually work. This time my order was time sensitive. I ordered my items over a week before I needed them. They don't proactively let you know things will be delayed and then even now my replacement order won't make it in time to the hotel I'm staying at before I leave on my cruise to celebrate my anniversary. They had said they would overnight a second shipment there that will not not arrive until 4 days from now at which point I will be on a cruise and can't receive them.
Every time is a problem. Every order has a delay. All of which I'm paying for the time they spend too figure it out without use of what I'm paying for.
Unreliable.
Terrible follow through.
My suggestion: go with one of the other rentals companies - I will be

RTR use to fun. I use to look foward to the getting items. However this experience has drastically changed due to recent changes to their membership. It's not so complicated to not only have items available in my size. When items don't fit they do a 1x courtesy of changing items but after that u lose a spot. Their new rules are challenging and only benefit RTR. If u like something and want to keep it longer than other items u will miss out on future slot and the amount of items decrease for the rest of the month. And items can only be add when u have a shipment otherwise u loose a shipment. It's only good when u have an event otherwise it's not something I would recommend on the norm.

This was my first time using RTR and ordered a dress for a formal Saturday evening wedding. The dress was supposed to be delivered on Friday, but did not arrive and I was told it would be delivered on Monday (not helpful). RTR re-routed the dress so it went back to them and did refund the amount I paid for the dress, but was disappointed as I spent a fair amount of time picking the right dress, etc. Also, when I reviewed them (fairly as above) on Yelp, they had my review removed!

Took the day off from work to try on dresses at Rent The Runway West 15th st, NYC. 1st time doing this; front desk clerk didn't explain how it works. We logged in and had to wait for a dressing room. Then browse for dresses. All dresses were under size 4. I was told when dressing room's available, dressing room clerk will find my size in those dresses. Not true. "Hope" was the name of the dressing room clerk. Showed her the 6 dresses I picked; she didnt write any info down, so when she returned with God-awful dresses, still not in my size or even remotely the styles I picked, I was more than miffed. She proceeded to tell me ALL the dresses I picked were not available. WHAT A WASTE OF TIME AND COST going into NYC. Unless you are a size 0,2, or 4 dont bother.