Rent The Runway

They charged me $105 for a membership I never used - literally did not have one thing sent to me. They offered to refund me and then never applied the refund. When I contacted customer service they were rude and unhelpful. Be careful about signing up for a membership. They will continuously charge after you cancel. On top of everything the selection, styles, and sizes are horrible.

I ordered 2 different dresses a month in advance for a very important event. Both were available according to the site. Less than 24 hours before my event they sent me 4 different dresses. When I called to find out what was going on they informed me that something was wrong with both of the dresses I ordered and they did not know why I was not notified. So with no time to shop, my event was totally ruin. They offered an apology and a refund and a 50% off coupon for my next order. Sorry, but that's not good enough. I would not recommend them for any important occasion.

Not only were most of the items unavailable but they were unreachable, unhelpful, and did not respond to my emails. They charged me even though I cancelled and didn't order the second month because nothing was available. Be careful and do not trust this company!

Dress came 1.5 days late. Opened the package- wrong dress! Not even similar to the one I ordered. Called and they said the last person didn't return my dress so they sent another. Needless to say I had no dress for a wedding the next day! Don't give them your business!

Horrible customer service, not helpful one bit. You have to fight to speak to a manager who doesn't help you either. 4 days? Ha. More like 2 1/2. I regret taking the recommendation from a friend to use this company. Would not recommend to anyone.

I cancelled my recurring shipments because the odor of some of the clothes was disgusting.
I sent in my last shipment and they said a dress was missing. It is not. I didn't even wear it because it didn't fit. So now I'm charged $200 for a dress I never wore and it feels like it's their last effort to squeeze more money out of me. They asked for the tracking number. It's their own shipping label! And it was shipped with items that they received!

This company is gross.

Tomorrow is a very special wedding in my family and despite renting my dress over a month ago it won't be here in time for me to wear it. It's already a day late... I'm so unbelievably sad about this... I've been a member for over two years.

I was invited to a black tie event out of town. I placed an order for some dresses, jewelry, and a clutch. I even called customer service to make sure I would have it in time. The day it was scheduled to arrive, I waited 2 hours beyond the time I was told it would and finally received an email indicating their was a problem at the warehouse and my product was not shipped. I immediately called customer service and demanded to speak to a manager. I was connected to one and was assured I would have replacement product at my hotel the next day which was the date of the event. The next day about noon, I received a second email indicating that my product would not be shipped. I had just enough time to scurry around the very expensive local shops and find a dress which cost me some money. Two days later, I come home from work and there on my doorstep is the package from Rent the Runway. I called customer service once again and received apologies but no action.

I've been a fan and promoter since the company began, they continue to increase prices without justification. UNLIMITED program started at $49/mo then increased to $100 and now it is $139/mo! I don't see any increase in service to justify the increase in price up to $139. What was once an amazing deal make less sense. There are more competitors creeping up to the level of RTR, and RTR is slipping in what was once stellar quality, customer service and shipping speed. Maybe if they added a 4th item to the subscription, or different priced plans I could stomach it.

Despite having used RTR and being an unlimited member, I received the worst customer service when I notified them that they sent me the wrong dress and size. I was told the dress I ordered had been damaged and the stylist chose a replacement for me without notifying me. I ordered a ball gown for a formal event for someone with a baby bump and my "replacement" was reminiscent of something Julia Roberts would have worn in Pretty Woman. I was basically told it was my fault for not checking the dress immediately when received. And then spoke to a manager who was flat out rude. Will be cancelling my unlimited membership and never using this service again. Very disappointed and would advise others to avoid this service if they actually want the dress they pick out and pay for.

Sent me a completely different dress than the one I ordered with no contact or warning ahead of time. I have tried calling several times only to find a 1-3 hour wait on all extensions. The chat feature on the app is disabled and no one will respond to emails. Waste of money to receive a dress I can't even wear.

I live near their San Francisco space so I do not have to worry about shipping. I went to try on gowns for a black tie I had to attend. I did not have an appointment and customer service was great. The girl really worked hard to help me. I just felt that the gowns were very low quality. I had some Ralph Lauren black label dresses that would be OK for this event but I wanted something different. My dresses were MUCH better quality than anything that they had. Just really cheap stuff. Jewelry was also cheap looking and not very interesting. The idea is GREAT! Quality of merchandise poor. I also looked at some more casual clothes and they have a VERY FEW really interesting pieces and the rest is garbage.

This company is terrible. Run far far away from them! My checking account is now $400 over drafted because of a miscommunication and they refuse to take blame or offer any refunds! I paid more than what the dress was even worth and have nothing but negative funds to show for it.

Boy, I wish I had read these reviews before I tried them out... My first order had 2 dress that did not fit. Trying to exchange asap for upcoming events, called customer service, basically been on hold for 3 + hours. UNBELIEVABLE! Will be cancelling but now also worried that there will be no way to cancel like others say... Too bad b/c I liked the dresses and would have liked to try the service for my events.

Awful service. At least one item was damaged in every unlimited order. When I called the manager did nothing to help. For the cost you would think they would have decent customer service. Nope. Go with a different option, ladies. RTR doesnt care about their customers.

I tried it for a couple of months.

1) Customer service - we can all agree - needs to be scaled and scaled quickly. 2-3 hour wait times will turn many away.

2) have one all-inclusive membership that includes everything (vs. 2) - this way there is no letdown or confusion about which designers can be rented.

3) New RTM: Partner with companies like Stitch Fix or Trunk Club to offer Styling services for those of us who what to rent the runway - but don't have time to spend paging endless styles every week to meet our weekly or bi-weekly quota of shipments. This gets old fast...

I've been using rent the run way for 3 years now, i have to agree with some of the comments here, the site is convenient in terms of not having to purchase a dress for every function, however, once you order a dress make sure is new by looking at how many plp wore the dress in order to get good quality, a part from that, cross your fingers that the dress arrives in good condition, there is no guarantees. All based on luck lately. I believe that there should be some quality control once the dress is received at RTR that someone takes the time to inspect the dress and be able to tell whether this dress should be used again. I think they are washed and re hung for the next customer and not caring whether the dress is in good shape or not, poor business, waste of money for the company as well since they would have to rush or overnite another dress, thats if there is time. Good luck.

Where's the Versace? Prada? Fendi? Gabbana? Balmain? Givenchy? Dior? Off-white? Heck at least some Moschino? Where are all the popular designers? The only brands available are ones I have NEVER heard of until I joined. You might see a Tory Burch item, or Proenza, def Herve Leger…. But bandage dresses are not the trend anymore… rent the runway will go out of business by the end of 22 if they don't get it together. Who ever picks the clothes for this company needs to be replaced. If I wanted to wear BB Dakota I would just buy it instead of paying for a membership, it cost the same! P

I purchased a dress from RTR because it was described as "like new condition." When I received the dress I discovered a small burn hole in the back. I called customer service explaining the hole and that I would like to exchange the dress. The initial CS rep was helpful and asked me to submit photos. No problem. The response I received was basically, it's a final sale so you're out of luck. No mention of exchange even if I had to pay for shipping. I don't know of any other retail establishment that would describe a damaged item as "like new."

Subscribed to their unlimited service as a way to suppliment my work wardrobe. Started off great. Availability was fantastic, and selection was right on. After several months the selection has dropped significantly, definitely not consistent with the seasons. And I can never get my size. Tired of settling and when now I receive those items they are damaged or have the hems hanging out. Ridiculous. Cancelling my subscription. Pass them over.

Ordered four items. All were expensive. All were supposed to arrive today. Just tonight got an email saying that one of the dresses wouldn't be available. This is Wednesday. My event isn't until Saturday. Earrings I ordered are also not available. Women, don't put up with this sort of crappy care. Men wouldn't tolerate this for two minutes. Why are you? Put these jerks out of business so someone responsible can step up and do this properly. I am a 60-year-old physician. Cannot for a minute understand why these folks are still in business. If I had practiced this way, I would have been fired long ago.

I know that I have previously talked about this great company Rtr Renttherunway however, I would like to retract my previous praise. Unfortunately, I placed a rental a month in advance for an event I have this evening, and was just informed that they were unable to ship the dress. When I asked why no one notified me, they said that an email was sent two days ago, however, it apparently went to spam. It apparently didn't dawn on anyone to pick up the phone. What horrible customer service. I am now left scrambling to put something together with literal hours until the event. I would not recommend using them unless you have a clear back up plan. Rent The Runway.

They have fantastic clothes and a neat concept, but I'm appalled by the lack of customer service. Error after error was made on my RTR update membership account (marking items as returned, sending single items and blocking me from others, no response after repeated follow up, credit card didn't process because they used the wrong address, etc. etc.), and it took multiple emails and phone calls to have them offer $20 consolation when they screwed me out of a whole month's worth of clothes.

I'd love to see a competitor option that cares about customer service, and I was sad to cancel my membership but enough was enough! Hopefully they'll get it together in the future, but right now I wouldn't touch them with a 10-ft pole.