Rent The Runway

We rented bridesmaids dresses. The company charged us late fees for 3 dresses,"returned late". Two of the dresses were, in fact, put in the mail 2 days late. The company reported that they received 3 of the dresses back, 2 weeks late. They would provide no proof of the date they received them and the return label they gave us no tracking information and no proof of when we actually mailed them. The woman in customer service was probably the rudest person that has ever spoken to me. The $1,700 was ONLY the late fees! More than the dresses were worth…

I am a first month RTR unlimited customer & am canceling! I primarily sign up for the service for office professional attire. Well, RTR has hardly any inventory that is traditional office environment appropriate attire. The very limited inventory they do have is almost never available. Even though I live within the "24 hour delivery zone", it takes minimum 4 days to get shipment from the time i place my order online. And when I do get the shipment, the dry cleaning solvent smell is so strong that even after airing out for a day, I still cannot wear it! And as the other reviewers has said, not all items in their stores are available to Unlimited subscribers. In the 1 month I tried their service, I have only wore 2 dresses, neither of which were conservative or professional enough for the office. The only items I have been able to use for work are the handbags. DO NOT use this service for professional attire. Total scam.

They are a mess of a company. They have made so many mistakes such as sending to the wrong state, not scanning the items correctly so showing fewer items returned than the ones I actually returned (happens all the time!). Bad customer service. Clothes are in really bad shape. I really wish they had a good competitor. RTR sucks.

I updated my email several days ago to my account (I thought!). I tried to place an order today, to which it did not recognize my new email. I called to find out why. The customer service person told me that I had to create a new account and paid for insurance, shipping & handling even though I had prepaid for PRO, which is a program that pays for all that. She told me they would refund the amount, but that's the only way I can place an order. Have you ever heard of such. In this day and age, how many times has anyone gone onto a website/accounts, whatever and changed their emails and the system automatically updated the account. What are they in the stone ages. Coincidentally, I was ready to us my Birthday Code given to me in my new email by them, but yet unable to use it because it didn't recognize the email even though that's the email I got the code. WTF! I gonna calm down and try to get some resolve one more time tomorrow.

Do yourself a favor and find a dress locally. Four months after my order, and 2 days before my event, RTR contacted me and told me the dress I rented was "no longer available." ARE YOU KIDDING ME?!?!? Something about it was damaged or not returned on time. You mean to tell me they don't have several versions of a dress? They then said to choose 5 other dresses I liked and they would ship one ASAP. Shocker- none of the dresses I liked were available. I demanded a refund, and in the end, got stuck shopping at the last minute for a mediocre dress anyway. Don't do it!

I had previously spoken to a rep regarding renting multiple dresses to determine what fit and didn't for an event. I was told by the rep that I could return them when scheduled and an exception could be made as I was only one person and ordered 5 dresses. When I called for the credit to be applied it was told that the rep documented I had to return in 24 hours and no credit would be issued for a 400 dollar order. Worst customer service ever. I would never use them again.

A Prom jumpsuit for a 17 yr old, Autistic teenage girl, hates shopping, hates dresses, what a concept, we choose the perfect jumpsuit. 1 day before the Prom the email comes unable to fulfill., they sent a totally inappropriate selection. A halter with everything she hates. This was such a bad first time experience. What a waste of time and money, but to the 10th power with a special needs young woman... Shame on Rent The Runway!

If you need a high end dress for an event RTR can be a great option. However you must read the reviews carefully! Sizing varies greatly depending on the designer. Measure yourself and really understand what you are renting. You will need to have your under garments on hand when the dress arrives. You will only have the dress 1-2 days before your event. You can pay for a longer rent period but the idea is to save $.
I did order a dress for purchase and it was too tight they refused to exchange for a larger size even though they had the larger size on hand.

For my very first order, they shipped to a wrong address twice, 2 dresses out of 4 were damaged, they never come to pick up return, change the date of pick up without notification, the supervisor insists it's not their fault because they outsource shipping service, you never receive dresses and they never refund you. HORRIBLE. The worst company in the history.

Sneaky restarted my membership and charged me a $172 monthly fee without any notification. Even though I canceled the subscription they still force you to use another month. There is no way to get a refund back. You could never have the chance to talk with the manager if you want a refund back. They are just like robbers and liars. Never ever use this service if you can see this review.

Second time I ordered and relied on this company for a event. Both times they did not deliver. The first time they never even sent the dress. Apparently it went out and back to the factory same day. Second event - I ordered to arrive a day before event. Friday. Today is now Saturday with the dress still on a truck for delivery. I will not get in time now for event. Another event screwed by Rent the Runway.

Their company is successful due to stealing money from unknowing members and customers on a monthly basis. They have zero lack of care for customers and members. They also train their employees to be cold and heartless just like the company. Also, has everyone noticed that they never have any good clothes available to rent in the first place? Talk about FALSE ADVERTISING.

Charged me for dress being late when it was a shipping issue and I returned on the correct date.

Since this seems to be a common complaint, it seems there may be a lawsuit in the future for their predatory tactics.

Don't risk renting a dress from RTR because you may not get it, and they won't let you know until a couple days beforehand. I used to use this site with no issues, but they have gone downhill in the last 6 months. I don't know what's happening, but they emailed me THREE days before my engagement shoot to tell me my dress wasn't coming in. They sent me a dress I didn't want to replace it, so I rescheduled my engagement shoot and ordered the dress I wanted again, and the exact same thing just happened. I wasn't even 100% sure they were going to send it this second time and I kept checking my order every day this week and it even said "Ready to Ship" and then I get an email saying it isn't shipping. If you're going to charge so much, get it together. I'm never using this site ever again, and I encourage you to stay away unless you want to risk not having a dress at all. Wish I could give zero stars!

I have used this app for a couple of months and it was going great until all of a sudden my card information disappeared from the app, so now I am unable to purchase orders through that app and it only works on a desktop.

Every time I try to call customer service or email they tell me everything looks fine on their website so it is good to go, but it is NOT because I cannot use the app.

It has been 2 weeks now with no results and I am considering canceling due to these tech issues and lack of good customer service.

I was happy with their clothing options and the quality of delivery. The size is accurate too.
However, the deal-breaker is the bad customer service and a long time to clear the return. I plan to return on time, however, it is always taking extra long and there is no way for me to track the status. It just ends up eating up my open spots in the next cycle. That is ridiculous.
I hope there are competitors who do better in this field so I can switch.

Yes sometimes they do not have items I have rented - probably because another customer did not properly return their items as they should of. For $150 a month I usually get to rent 10-15 items if I plan accordingly. I can not beat it. I have been a customer of the company for 3+ years and would give them a 9/10 without hesitation.

The company did try to help me after I got two dresses that did not fit. They were very responsive but of course, charged me for sending additional dresses when the two i ordered did not fit. I ended up with four dresses - not one of them fit. Ranging from too big to too small - even by same designers. I am an 8 my assistant is a 6. One of the dresses sent was a 10R and fit her perfectly. A pair of earrings they sent were broken. My event was very important and thank God I had a great relationship with the stylists at my local Saks 5th Ave - they saved my life by finding me a gown in 24 hours and altering the length. I would never use this service again for a major ball, gala, or certainly not a wedding. Simply not consistent in the fit and too risky. NO matter how hard they try.

My unlimited account was paused and I did NOT know it would automatically turn back on the next month.
When I contacted them three days after the renewal, when I saw my bank statement, I immediately contacted them just to be told they were not going to reimburse me.
Now... I can't even use the full unlimited membership for the month since it's now been a week since it renewed. This isn't the first horrible customer service I have experienced either. They DO NOT care about their customers it's really unfortunate. Such a great concept but, HORRIBLE execution.

I accidentally let me paused membership lapse and got charged the $101 monthly fee. I contacted the company through the chat to explain my situation and get the charge removed but they refused. Poor customer service and I will not be using the company any more.

I rented a dress for a wedding and my long-term/live-in boyfriend broke up with me and uninvited me to my own friend's wedding. I explained this to their team and they refused to give me a refund for my cancelled dress because it was 14 days prior to the event. Instead, they said I could have a credit (I want no

They have a really poor response rate, poor customer service, and zero empathy for people in really terrible personal circumstances.

Horrible customer service. My dresses did not arrive on time. Their customer service response was simply to tell me they would credit the dresses upon receiving the return. I got the email acknowledging their receipt of the return on Monday- still no refund to my card.
VERY difficult to do business with- AVOID!

They make sure to tell you that the dress you want is the LAST ONE and make sure you get it ASAP. It's probably all a lie to put you into a shopping frenzy. Then if you have to cancel an order, even weeks in advance, they charge you 10$ and won't refund your money. Instead it will go to your account for another purchase... NO I want my money back! The dresses never fit right and then you're stuck with a charge. I haven't been happy with the last few dresses I rented and after this last scammy stunt they will never have me as a customer again.